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Topic:
Viasat satellite internet——3 went dead...
This thread has 5 replies. Displaying all posts.
Post 1 made on Monday December 2, 2019 at 13:32
BrettLee3232
Long Time Member
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December 2009
389
Hey, so I have an install with a Viasat router/modem that’s been installed for about a year. It’s plugged into a wattbox 700 dual chassis. Customer called about no internet. Figured it’s another wattbox failure. Bring one up there to find the wattbox is working fine but the Viasat modem has no lights. Tried a different outlet checked the power, re plugged in the power supply etc. nothing. So i tell him it’s either a bad power supply or modem and to contact Viasat.

Technician comes out and swaps out the modem. All good until a week later. Same thing, tech comes out and swaps out modem and thinks it’s the Wattbox causing the issue so he plugs it in to the wall outlet. I ask homeowner if he swapped the power supply. He said no just modem (probably cause it’s nicely zip tied in the rack). Working for about 4 days and dies again. They are going to come out again but want to charge him because they say there’s a power issue in his house. But to my understanding and homeowners understanding they never swapped the power supply.

Anybody with a similar issue?
Knowing that Gold went up a few K makes me think "well now I have to do a better job on selling more equipment".

-Me... Jan. 2014
Post 2 made on Monday December 2, 2019 at 15:08
MNTommyBoy
Advanced Member
Joined:
Posts:
November 2010
902
I just had a similar client call this morning. I think it's Hughes though.

I'm just emailing him now for details and may be out there wednesday, if need be. The Eero system in place seems to be fine. We will see....

Maybe it's sunspots, maybe it's the [email protected]!
"Every word you just said was wrong." ~ Luke Skywalker
Post 3 made on Monday December 2, 2019 at 15:48
Ernie Gilman
Yes, That Ernie!
Joined:
Posts:
December 2001
29,352
We all know troubleshooting is an art. And it makes sense for them to charge you if there's a problem with the house power. They tested the modem by replacing it. But they haven't tested the modem power supply by replacing it. The fact that every new modem includes a power supply means that replacing a modem means replacing its power supply as well.

I'm throwing out the following steps as my five minute essay on how to show the service person that the power supply must be replaced before they can say they have replaced the modem. Refine it however you like.


Before the service person comes out again, talk to their supervisor to discuss the fact that replacing the modem means replacing its power supply, too. (You might ask what they're doing with the power supplies they have left over after supposedly replacing complete modems.)

Problem: Modem does not come on. Replaced modem, did not replace modem power supply, even though every modem comes with a power supply in the carton.
This will reveal if there are problems outside the modem (a problem inside the modem should not replicate). What is not tested are the modem power supply and the house power.

Once again, modem does not come on. Replaced modem, did not replace power supply, even though every modem comes with a new power supply. We now have two modems that have failed when powered by the house power and the power supply for the first modem.

This means technician has not eliminated modem power supply as source of the problem. But power supplies go dead when they fail, right? Yes, but power supplies can add throw AC into the DC output if there are any problems with the output filter of the supply.

It is VERY unlikely that two modems in a row will fail. It is likely that a bad power supply that makes one modem fail will make every modem fail that is connected to it.

What has not been tested at this point is the modem power supply and the house power.

The power supply might be defective. It should have been replaced during the first visit, as A COMPLETE MODEM is a modem and its power supply.

The house power is not likely to be suspect because all other components are connected to house power and nothing else is failing. The one device between the house outlet and the power into the modem power supply is a _____________, which contains a switch and surge protection. This is extremely unlikely to cause failure of a product.

The problem here is VERY likely the modem power supply. Swap out the power supply, as should have been done the first time, before charging for any service visits.
A good answer is easier with a clear question giving the make and model of everything.
"The biggest problem in communication is the illusion that it has taken place." -- G. “Bernie” Shaw
Post 4 made on Monday December 2, 2019 at 20:19
IRkiller
Advanced Member
Joined:
Posts:
May 2012
859
When you used a voltmeter on the PS, what were the readings?
how in the hell does ernie make money?
Post 5 made on Monday December 2, 2019 at 23:38
Brad Humphrey
Select Member
Joined:
Posts:
February 2004
1,844
On December 2, 2019 at 20:19, IRkiller said...
When you used a voltmeter on the PS, what were the readings?

I'm afraid to ask questions like that on the forum board anymore. The number of "so called techs" that do not even own a multi-meter, let alone know how to use it, is insane. (not saying the OP falls into that category, I don't know).
But...
ANY person involved with installing and troubleshooting electronic systems, that does not own or know how to use a DMM.... needs to be kicked in the nuts!
I make no apologies!

Last edited by Brad Humphrey on December 2, 2019 23:52.
Post 6 made on Tuesday December 3, 2019 at 10:00
JoeFlabitz
Select Member
Joined:
Posts:
December 2008
1,512
Just curios between HughesNet and Viasat which plays best with Luxul or Eero, and reliability between the 2?


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