Applies to: Viasat residential satellite internet. Viasat Fiber, maritime, aviation and business terminals have separate support paths. A combined Wi-Fi modem and a modem plus third-party router are different layouts.
Match your symptom
| What you see | What to do next |
|---|---|
| My Viasat reports an outage | Follow the outage updates; avoid changing local settings. |
| One device fails, another works | Start with the affected device and Wi-Fi selection. |
| Every device fails with no reported outage | Continue with modem and router checks. |
Work through these checks
Check the service and weather
Using another connection if needed, check alerts in My Viasat or the official support route. Note severe weather and the time service stopped. Local clear skies alone do not establish whether a provider fault exists.
What the result means: A confirmed outage gives you a reason to wait for service restoration. If none is reported, continue without assuming the hardware is faulty.
Identify the actual connection path
Write down whether devices connect to the Viasat modem’s Wi-Fi or to a separate router/mesh system. Compare a second device and another website. Confirm that a successful phone test is not using mobile data instead.
What the result means: If one device works through the same path, its success narrows the fault. If all fail, check the common equipment.
Read the correct light guidance
Use the modem model and Viasat’s linked equipment selector to interpret its lights. Check accessible power and Ethernet connections against the documented setup. Do not apply one modem’s colour meanings to another or change bridge mode speculatively.
What the result means: Save the actual colour and steady/blinking behavior. This is more useful than saying the modem looks normal.
Restart in the correct order
Follow Viasat’s dedicated reboot guide: power down a separate router, remove modem power at the outlet for 30 seconds, then restore the modem first. Allow it to reconnect before restoring the router and testing devices. A combined unit is restarted once.
What the result means: Compare lights and browsing after startup. Avoid repeated restarts while the modem is still reconnecting; report a brief recovery followed by failure.
Run the app diagnostic
In My Viasat, use Help → Run Diagnostic where available. Save the result and test the original failing activity. If the app cannot run, tell support that along with your observations rather than inventing a diagnostic result.
What the result means: An unresolved diagnostic or persistent shared outage belongs with Viasat support. A room-specific problem after service returns belongs with local Wi-Fi troubleshooting.
When to stop and get help
Do not factory-reset, substitute power supplies, loosen dish mounts or alter transmitter settings. Stop for damaged, hot or wet power components. Use the official service-specific support page if this is not a residential satellite system.
What to tell support
Modem and router models; outage status; lights; all devices or one; weather and start time; reboot outcome; app diagnostic result; recent cabling or router changes.
Common questions
Does seeing my Wi-Fi name prove Viasat is connected?
No. The router can advertise Wi-Fi while its upstream connection is unavailable. Compare an external website and modem status.
Will a mesh system fix an outage?
Mesh can address some indoor coverage problems. It cannot restore a provider outage or a failed satellite link; establish that distinction before buying equipment.
Original troubleshooting guidance based on the official sources below. Menu names can change. This is an independent guide, not a manufacturer service bulletin or a bench-tested repair.