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Getting Started

Following these steps will help you determine whether a service issue is caused by a problem with your outdoor satellite equipment.

Step 1: Assess satellite dish for misalignment

From the ground, visually assess whether the outdoor equipment may have become misaligned.

If you are familiar with your outdoor equipment, you may be able to identify that the position of the dish itself, or the arm attached to the dish (TRIA, pictured below) has changed, and is at an unusual angle or alignment.

An unusual angle or alignment would be if the equipment has moved noticeably from its original installation, or is skewed to a very high or very low angle, or pointing far off to one side or the other.


Step 2: Assess satellite dish for clear LOS (Line of Sight)

Your satellite dish requires a clear LOS to connect to our network. A clear LOS means that your dish is pointing towards the sky, with no obstructions, and is not covered with any matter such as snow, ice or leaves, etc.

  • From the ground, visually assess for any obstructions to LOS.
    • Assess whether there are any new obstructions in the area that could block LOS, such a new trees or tree growth, new construction nearby, a large vehicle parked close to the equipment.
    • Assess whether snow build-up may have caused a LOS obstruction, both on the dish itself, and on the TRIA.

Service Issues Due to Weather

Severe weather events in your service area can affect satellite service.

Heavy rain, snow or fog can create temporary service issues by disrupting your signal.

When severe weather causes a service issue, these troubleshooting steps may not be necessary or helpful. Enterprise Support can confirm if weather is affecting service.

If your connection isn’t automatically restored after a severe weather event, powercycling your devices will often restore your connection

Time to Contact Support?

Our team will be able to confirm an alignment or Line of Sight issue with signal tests, and a technician will be needed on-site to adjust equipment.

For your safety and for the safety of your equipment, do not attempt to re-align or maintain your outdoor equipment.

Contact EnterpriseSupport@xplornet.com should you identify an alignment issue.