Support Home

Troubleshooting Connectivity: No connection to Viasat network

Summary

Rated:

Internet down? Let’s get to the bottom of it as quickly as possible!


There are a number of reasons for not getting any internet signal at all and they range from a network outage on our end to computer and router problems on your end. If things aren’t working, first check a few of these things before calling us: 

  1. Are you in data restriction? If you’ve exceeded your monthly data allowance, your service could be slowed or restricted, which can appear to be a connection problem. If that’s the case, you can Buy More data or wait for your new billing cycle to begin. Note: Click here for data usage with capped plans. For unlimited plans, depending on your plan, once the data plan amount is reached or exceeded, we may prioritize your data behind other customers during network congestion, which will result in slower speeds. 
  2. Bypass your router. If you can hook the modem directly up to your computer with an Ethernet cable and get internet service, then the problem most likely lies with the router.
  • If it’s the router, your best resource if you’re having trouble is the manufacturer. Whether its Netgear, Linksys, D-Link or some other, most router manufacturers provide good support on their websites, and typically offer free phone support for a limited time with new routers. 
  1. Dish OK? Check the dish on your home or business to see if there are any trees or other objects blocking the line of sight. Has a hail storm or something else damaged or misaligned the dish?
  2. How’s the weather? Heavy thunder or snowstorms can affect service, although it’s usually for a brief period of time. Keep in mind that the internet ground station antenna that serves your location may be in another part of the country, so weather there could impact service even if it’s clear where you are. Read more about weather impacts here.
  3. Network outage? You can learn if there’s a system outage affecting your area by clicking here to chat with one of our agents. They can let you know if your area is experiencing a network outage. 
Oftentimes, simply restarting everything can clear up the problem, so let’s take you through the correct steps to do that before we try anything else:

Restarting your system

Here is the correct way to restart your wireless router and Viasat modem (and yes, the order really does make a difference!)
*Note: If you have a WiFi Modem where the router and modem are one unit, you only have to worry about unplugging that device.
  1. Power-down the computer connected to your Viasat modem
  2. Power-down the router (unplug it)
  3. Power-down the modem (unplug it from the electrical outlet)
  4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
  5. Make sure the Ethernet cable from the router is plugged securely into the back of the modem.  *Note: Wireless routers do not require a cable connection to the computers they support
  6. Plug in the modem. Wait until all LED lights on the modem are solid
  7. Power-up the router
  8. Power up your computer

What do the indicator lights mean on my my modem? Locate your modem below to understand what their blinking lights mean:

User-added image


User-added image



User-added image
User-added image



Picture Of Sb  Modem

User-added image


All better? Great!
Still not connecting? Contact our Chat experts by clicking here to connect.
 

Go to top of page