Intermittent/Slow Speeds Troubleshooting

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Summary

This Job Aid covers:

Perform Visual Inspection

Check Internet Connection

Point and Peak

Contact Tier 1 or IR for Support

This Job Aid supports the Technician audience. This troubleshooting procedure may be used on any Viasat Internet equipment/service plan.

Online Intermittent/Slow Speeds Troubleshooting

Use when the modem is online but the customer is experiencing slow speeds or an intermittent connection.

Note: There can be many reasons why the customer is experiencing these issues. Use the following as a guideline, as the issue may resolve itself due to local weather issues or unknown outages.

Perform Visual Inspection

Immediately replace anything that is damaged and/or unapproved.

  1. MODEM
  • Ensure air circulation around modem is not blocked
  • Check that the modem is plugged into working outlet
  • Check Modem LED
  • Physical damage
  1. MOUNT
  • Reflector: dents and cracks
  • Mount: damaged or loose
  • Hardware: loose or unapproved
  • Mounting Surface: unstable
  • TRIA: damaged or loose
  1. LINE OF SIGHT
  • No obstructions within 10 degrees of the sight area
  • Clear of all future growth and development
  1. CABLING (exterior and interior)
  • Damage
  • Loose fittings
  • Corrosion
  • Unapproved cable type, fittings, and barrels
  • Center conductors that are too long, too short
  • Braiding that causes a short – check for shorts using Volt-Ohm meter
  • Never bend to 90 degrees/always use a 6” radius
  • Cable run is less than 150 feet
  1. GROUND BLOCK (if present)
  • Check the ground block for corrosion and loose or unapproved hardware
  • Check weather boots for damage

Check Internet Connection

  1. If the visual inspection does fix the issue, check the connection to the internet
  2. Connect the VTT app
  3. If VTT App does not connect to modem
  4. Verify “purple” LED on modem is on.  If not, reboot modem
  5. Attempt VTT connection again. If purple light is on and no (SSID) WiFi, press and hold the “RED” reset button on back of modem until reboot occurs.
  6. If connection is restored proceed to PnP
  7. If all above attempts did not resolve, SWAP modem and proceed to PnP

Point and Peak

If the customer is still experiencing issues, re-point and peak the antenna.

Contact Tier 1 or IR for Support

  1. If none of the above steps work, contact IR or Tier One support

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