Connection issues

Connectivity
1

I have to reset my modem at some point EVERY day to reconnect my TVs and gaming console. The main tv says it has a 59% connection strength, is this because the tech pointed my dish directly at a fully grown tree? Very annoying to have to do this every day.

2

Hi @Nblack419711 ,

When you have to reset the modem how do the lights look? When this happens, does the Wi-Fi remain connected but not working, or is the device completely disconnected from the Wi-Fi?

Thanks,
Leonardo

3

The lights look normal and it says connected but just isn’t working.

4

@Nblack419711 ,

When did you start noticing this loss of connection that makes you need to reboot the modem? Also, does it happen during any specific period of the day or does it vary?

Thanks,
Leonardo

5

It varies and it started on day one. I only had the service for a week but I’ve had to do it every day.

6

It also seems to not affect our phones, it’s only TVs and the game system

8

Hi @Nblack419711 ,

Thank you very much for providing the requested information. We’ll investigate and if we need any new pieces of information or if we have any updates we’ll let you know.

Thanks,
Leonardo

9

Hi @Nblack419711 ,

I’m very sorry for the delay in getting back to you. It seems the message was not sent before, so I’m sending it once again. From what we’ve investigated, you seem to be using the modem in bridge mode, which could be the cause of this issue. Do you use a router wired to your modem?

Thanks,
Leonardo

10

Yes it does have a router also.

11

Hi @Nblack419711 ,

Sorry for the delay in getting back to you. Could you please try turning off bridge mode in the router and verify if the problem persists?

Thanks,
Leonardo

12

How do I turn off bridge mode?

13

Hi @Nblack419711 ,

Here’s an article about bridge mode: Viasat Residential Internet Help

You’ll find how to turn it off on the " To take the device out of bridge mode." section.

Thanks,
Leonardo

14

I’ve been trying this for a couple of days and there is no “router tab” it shows info about my modem but will not allow me to click on the menu in the top corner to open other options.

16

Hi, @Nblack419711,

Since you have an Aria router connected to the modem, the modem will be in bridge mode by design.

Please try removing the Aria router and rebooting the modem, that way your SB2+ modem will work as a router.

After that see if the connectivity issues persists.

18

So I unhooked the router from the modem and unplugged the modem and plugged back in to restart. It didn’t even show up a network to connect to without the router plugged in. Any other suggestions? Thank you?

19

Hi, @Nblack419711,

Sorry for the delay in replying!

What happened is that your modem remained in bridge mode, even after you unplugged the Aria router.

We’ll probably need to do this together, so you can confirm that the router is unplugged, and we can force the modem into “router” mode.

Let me know in this thread when you have time for that, I’ll be available from 9 am to 5 pm EST, Monday to Saturday.