If your computer or other device doesn’t seem to be connected to the internet when it should be, it’s a good idea to take a look at your modem or gateway to see what lights are on. If you see a red light, it usually means that the modem/gateway is offline. It can also indicate other faults, but luckily, the first troubleshooting step below should fix that kind of problem as well.
A very common first step for many technology problems is to power the device off, wait about 30 seconds, then turn it back on again. Most modern devices have a built-in shutdown and or startup procedures that look for and correct simple problems. If you have a red light on your modem/gateway, this will usually be the only step you need to take.
If you already have the My Viasat app downloaded, just open it up, tap on Help, then on Run Diagnostics. If you don’t have the app yet, it can be easily downloaded from the Play Store on Android, or the Appstore on iOS. If there’s a problem with your modem/gateway, the app will usually detect it, and may be able to fix it.
If your modem/gateway is still stubbornly showing a red light, take a look around outside. Poor weather conditions can occasionally interrupt service. You should also make sure nothing is blocking your satellite dish from having a clear line of sight to the sky. Even if the weather is clear though, it might not be clear at the station that receives signals from the satellite your dish is pointing at. If the problem is weather, don’t worry. It’s usually only down for a brief time before it comes back online.
If nothing else above has worked, it’s worth finding out if there’s a bigger issue effecting more than just your location. The fastest way to find out is to call Viasat’s automated system at 1 (844) 702-3199. If you have the My Viasat app mentioned above, you can sign up for network outage alerts to let you know right away when there is a problem.
If none of this has worked, you’re going to have to get help. There may be a problem with your hardware that the automated testing either can’t detect or can’t fix. Contact Viasat through the My Viasat app or by text message to get help right away.
We are here 24/7 to answer all your Internet Service Questions:1-855-690-9884