SatSig topic:

Connection slow or not working

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Sep 19^th, 2007 at 1:28pm

We had our Wildblue satellite installed April 2007 and nothing worked right. After numerous calls, the retailer installed the entire system again. After that, speeds were slower than dial up and it wouldn't stay connected. They installed another modem and that helped but we still lost connection at least 6 times a day. Numerous tech's from DishNetwork/Wildblue have been here doing different things. Our speeds are better on upload and download but opening web sites is still the same as dial up. Now, every evening between 7:00-11:00 pm it's impossible to use our pc because nothing will open, no incoming or outgoing email. Hughes sends a tech during the day when everything is working ok but won't send one in the evenings when the problem occurs so they say nothing is wrong. I even had all 3 of our pc's checked by a certified tech because they said it was our pc's. Nothing was found wrong with any of the pc's. This is the 9th day of not being able to use our pc's in the evening. Does anyone have any idea of what could be wrong???? Thank you.

Sep 20^th, 2007 at 4:37am

Could be any number of things; from hardware at your end, to a mispointed dish, to an overcrowded gateway. But everything I'd offer at the moment would be a guess - without actually reviewing your SVT numbers. Were any of those "numerous techs" considerate enough to leave you the most recent set?

If the answer is no, call Wildblue tech support as soon as you experience the next of these major slowdowns. Ask specifically for them to look at your SVT values. Ask what they are so you can copy them down on paper.

Have you tried taking the router out of the configuration, and see how the connection performs with just one PC hooked up directly to the Surfbeam?

//greg//

Sep 20^th, 2007 at 10:43am

They have installed the entire system twice, realigned the dish again two days, ago and we have had only one pc connected for over a month. The numbers are ok during the day, the problem is from 7 pm to 11 pm every night. No tech has ever left the numbers but I will call tonight when I can't use my pc for anything and get the numbers. I think it's a crowded Gateway because they over-sold. Thanks for your reply.

Sep 20^th, 2007 at 3:06pm

It will also help me to know your location and your beam assignment. You might be in a beam overlap area. If one or both or the "repoints" didn't involve the use of an APA (a proprietary test device used to filter out all but your assigned frequency), you could be locked on to the wrong beam - or even to a side lobe of the assigned beam. Combined with the SVT numbers, that info can help paint a better picture.

//greg//

Feb 14^th, 2008 at 4:07pm

I had trouble with my beam location as well. It would come on and then go off for no reason. I had to get onto tech support so many times that it was unbelievable.