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
  • 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 your laptop to the modem/gateway using an ethernet cable.
  3. If hardwired laptop connects, unplug Ethernet cable and attempt to connect to the customer’s Wi-Fi. (If customer does not have Wi-Fi, proceed to next step.)
  4. If Wi-Fi is not connected, then proceed to next step
  5. Reboot the modem and your laptop

Point and Peak

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

  1. Power up modem
  2. After modem reboot, proceed to point and peak.

Contact Tier 1 or IR for Support

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