Internet keeps cutting out

Connectivity
1

Our internet keeps cutting out. I have given up on resolving the speed issues some times it’s ok sometimes it’s not. But it keep dropping out with crystal clear skies. Please let me know

4

Hi @ramarshall2017,

How long would you say these offline events are? When you experience these, what is the color on your modem’s LED light?

I took a look at your account and can only see 3 very brief “network entry” events in the last 5 days. So this makes me thing that the issue could be related to the Wi-Fi signal/connection stability on your devices.

If you have a laptop or an android phone, could you please run a complete speed diagnosis using https://speedcheck.viasat.com/ and share a screenshot of the results with us? Ideally, if you could run this test before the later afternoon/evening hours that would help because there is no congestion at that time so the modem will be getting good speeds and this will help us identify any Wi-Fi constraints.

Thanks,

Nacho

6

IMG_4066
IMG_40664032×3024 2.94 MB

Best test I’ve gotten since getting service. But wireless gateway is still cutting out intermittently

7

Hi @ramarshall2017,

Sorry about the slow reply.

Have these offline events persisted? If you could provide more details on these that would be great. For example - it would be useful if you could describe what you see on your screen when these happen? (Does it say “No internet” or maybe websites/apps just load endlessly?

Thanks,

Nacho

8

The light goes red and they last about 5-10 minutes. But we have not had one in about a week. When they did happen it would say no internet.

9

Hi @ramarshall2017,

Does the light get solid red or blinking red during these offline events?

The next time you experience one of these could you please note the exact time? That would really help us dig deep to find the root cause.

Thanks,

Nacho

10

Hi @ramarshall2017,

I also noticed that you were out of priority data, so I went ahead and added 30 GBs of extra data to your account. This is free of charge, so please ignore any email mentioning that you purchased this data.

Thanks,

Nacho

11

Ok this happened just now at 630 pm. It lasted 5 mins before it came back on. It was just a solid red circle with no Wi-Fi arches. Then it was blue arches with a red circle just before it came back online

13

Hi @ramarshall2017,

Thanks for the thorough explanation, this is very useful.

I was able to find a small “network entry” at that time, it does constitute a short offline event. We are looking into the root cause, so far I can see 2 different kinds of errors that your modem recorded as likely causes - one of them is “rain fade”. I will escalate the issue to get a better understanding of what exactly causes these short offline events and learn if there is anything we can do to reduce/get rid of them.

I do see that there was a longer offline event later that night (at like 3am CST) which appears to have been caused by weather - that one is easy to explain, but this short one will take some more analysis.

Finally, we are trying to understand the customer experience around these short offline events. If you could give us some details about what you were doing when it happened that would be helpful:

  • What device/app were you using when this happened?
  • How did you realize the internet was down?
  • Did you see something on your screen?
  • How disruptive was this offline event to your daily activities?

Thanks,

Nacho

14

We were getting ready to watch a movie on our fire stick. It becomes slow to load then says no network. That’s how we realize it’s starting to go down. It’s not really disruptive just more inconvenient cause we are trying to wind down.

15

I understand, sorry again about these issues :confused:

I will let you know once I hear back, and until then please feel free to share any details about other offline events that arise since this info could help our analysis.

Thanks for your patience,

Nacho

18

Hi @ramarshall2017 ,

We’ve identified a slight mispoint in your antenna, and requested a technician visit.

You can expect a call later today from our Field Operations Team to schedule the appointment.

Hopefully, this will help reduce your offline events.

Thanks,

Nathalia

19

Hi @ramarshall2017 ,

I saw that your tech visit was completed on October 11.

How have your speeds and connectivity been since then?

21

Hi @ramarshall2017,

Like Nathalia mentioned, it looks like your technician visit was completed on October 11.

Your antenna signal values look better now, but we can still see some “network entries” every now and then on your modem history. These could constitute short offline events.

Would you say the experience has improved? Are there less offline events since the technician visit?

Thanks,

Nacho

23

Yes it started working better but I just had two more drop outs in the last few days. Also the standard data is not working well. Thank you

27

Hello again @ramarshall2017 ,

I’ve sent you a few private messages regarding other topics, but about the two drops that you’ve noticed over these last few days:

  • Would you be able to recall the exact date of those 2 events? Not necessarily the hours too, but the day itself would be a big help in our investigation.
  • Do you remember how long those offline events lasted? Was it just a quick drop where everything went offline and then back up, or did you notice it persisting for over a few minutes?

Thank you,

Nathalia

28

Lastly, we’ve noticed a few more drop-off events in your network segment due to a possible outage. We’re looking into this increase today – not sure if this issue is related to the drops that you experienced, so knowing the days will be helpful. :wink:

29

It hasn’t persisted. But one happened on the 24 or 25 then the second was on the 29th. The first one last for about 10 mins. The second was a down then up. I appreciate all the assistance