No Connection Troubleshooting

Summary

This Job Aid covers:

Check Internet Connection

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 Troubleshooting

Use when the is modem is online but the customer is unable to connect to the internet

Check Internet Connection

  1. Connect the modem via WiFi device then open VTT
  2. If VTT App does connect to internet (green router on modem Status indicates WiFi connection green arrows connected to WEB add screen shot) – attempt to surf the web
  3. Reboot modem
  4. Reconnect VTT/modem connection. Re-attempt
  5.  Press and hold the “RED” reset button on back of modem until reboot occurs. (set back up the SSID with Cx “existing” pswd
  6. If connection is restored proceed to Point and Peak.
  7. If all above attempts did not resolve, contact IR for support.

Contact Tier 1 or IR for Support

If you are still not able to connect, try the following.

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

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