FAQ

If you are unable to find the answer to your question in our online Help Center, call one of our Customer Care agents at +55 0800 591 1563

To get the most out of your Viasat Internet service and track your data usage, sign up for Viasat account information through WhatsApp!

Just follow these simple instructions and you will be able to access important account information:

  1. Go to WhatsApp on your mobile device
  2. Type in 1-720-513-0315.
  3. Save Viasat Internet as the contact name.
  4. Then type JOIN
  5. Follow the verification prompts

Next, text any of the following prompts to access your account information.

Command Description
MENU or HELP All Menu options
STOP Stop receiving messages
USAGE View Usage
REBOOT Reboot modem
BILL DETAILS View Billing details
PAY Pay bill
BUYMORE Buy more data
CHAT Chat with a Care Agent
FAQ Link to help articles on Brazil website
CHANGE LANGUAGE Change language to English/ Portuguese

Can I update my payment information or make a payment over the phone?

Yes, Viasat customers can handle all billing and payment over the phone. Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”. Then, you can make a one-time payment via WhatsApp by texting “PAY”.


How long will it take to resume my account if it was suspended for a past due balance?

It may take up to 24 business hours from the time a full payment is made to resume an account that was suspended for a past due balance, but it typically takes only minutes for your service to resume.


Can I pay my bill in advance?

Yes, you can make a payment with one of our agents. We do recommend waiting until your first bill is generated so you can take into account any taxes charged on a local, county, or state level.

Your Viasat Internet service has data usage limits

Our internet plans have a monthly data usage allowance, or cap. If you exceed your monthly allowance, your service may be slowed and/or restricted, so it’s important to learn how to manage your data usage.

To learn more about how to conserve data and how to check your data usage, read How to Maximize Your Data.


We bill a month in advance

Every month on the same day, we’ll charge the payment method on file for your service for the next 30 days of service. You will receive your invoice 5 days in advance.


We have a 12-month service agreement

Every month on the same day, we’ll charge the payment method on file for your service for the next 30 days of service. You will receive your invoice 5 days in advance.

If you disconnect before the end of the 12-month service agreement, you may be charged fees for early termination, according to the chart below:

 

Month 1

Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11

Month 12

Termination Penalty (R$)

588.00

539.00 490.00 441.00 392.00 343.00 294.00 245.00 196.00 147.00 98.00

 

49.00

 

These fees are assessed at R$49,00 (quarenta e nove reais) for every month remaining in the minimum service term. For example, if you canceled service 10 months into the 12-month minimum service term, you would pay a total of R$ 147,00 (cento e quarenta e sete reais) .


We’re here to help

To get the most out of your Viasat Internet service and track your data usage, sign up for Viasat account information through Whatsapp!

Just follow these simple instructions and you will be able to access important account information:

  1. Go to Whatsapp on your mobile device
  2. Type in 1-720-513-0315.
  3. Add Viasat Internet as the contact name.
  4. Then type JOIN
  5. Follow the verification prompts

If you cannot find the answer to your question via WhatsApp, please text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call Customer Care at 0800 591 1563.

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. Opt into WhatsApp by saving Viasat Internet as the contact name for phone number 1-720-513-0315 and text “JOIN”. Then, you can check your data usage by texting “USAGE” via WhatsApp.
  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.
  3. 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?
  4. 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.

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 Wi-Fi 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

All better? Great!

Still not connecting? Text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call Customer Care at 0800 591 1563.

The Free Zone is a period of time during which data usage is not metered or counted toward your monthly data allowance period. It’s a great time to download software updates, stream video, upload photos and other large files or do anything else you want to do online. The Free Zone is between 2am and 7am local time.


What is the Free Zone?

The Free Zone allows you to download and upload during the hours listed above without usage counting against your data allowance.


What do I get with the Free Zone?

During the Free Zone, you receive 100% unmetered data usage, including both downloads and uploads. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.


If I am restricted during my normal usage period, does my service remain restricted during the Free Zone?

No. During the Free Zone, your speeds are normal, no matter how much of your Data Allowance remains. If you have reached or exceeded your plans data allowance (i.e. restricted), your modem reboots at the beginning of your Free Zone time period to remove enforcement and reboots again at the end of your time period to re-enable enforcement.


Will I see my Free Zone usage displayed on the Usage Meter?

No. During the Free Zone, your usage is not be counted in any way. During the hours of the Free Zone (per your plan and local time), you shouldn’t see any change in the usage meter.


What if I still need more data outside of the Free Zone?

If you need additional data allowance outside of the Free Zone, you can Buy More or upgrade your monthly plan.


If I purchased Buy More, how is that used during the Free Zone?

Your unused Buy More data is not used during the Free Zone, only during the times outside your Free Zone time period.


I need help scheduling downloads during the Free Zone. Where can I go for assistance?

Viasat does not recommend one particular download manager, since there are multiple Operating Systems. Instead, we ask that you go directly to sites that support your operating system.

Viasat now offers a way to make a secure, one-time monthly payment via WhatsApp using a credit card, without having to call an agent. This is a payment made outside of your regular scheduled monthly account charge.

Here’s how to use WhatsApp to make a quick one-time payment to your account:

Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”. Then, you can make a one-time payment via Whatsapp by texting “PAY.” Follow the prompts and remember, the link will expire in one hour.

Please note this is one-time payment. The credit card you use to make this payment will not be used as a recurring payment method.

What do I need to return?

To cancel service, call a Customer Care agent at 0800 591 1563.
Leased equipment: At the time of disconnect, you will need to schedule an equipment retrieval call to return the Viasat modem and power cord from inside your house and the TRIA off of the dish assembly outside. A technician will need to retrieve your equipment within 30 days of disconnect. If equipment is not returned, you will be charged R$ 1.050,00 for the unreturned equipment.


How long do I have to return my leased equipment?

You have 30 calendar days to schedule a technician to retrieve and return your leased equipment after your Viasat account is disconnected.


Will I be charged for non-returned leased equipment?

If we do not receive your equipment within 30 calendar days, you will be charged R$1.050,00 for unreturned equipment.


Will I be charged for damaged leased equipment?

If the damage is the responsibility of the customer, you will be charged. You will not be charged due to an Act of God. Acts of God are events outside one’s control (e.g. tornados, earthquakes, floods, etc.) for which no one is responsible.


What if the technician does not arrive for the scheduled equipment retrieval call?

If a technician cancels or does not arrive during the scheduled equipment retrieval service call window, you can text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call a Customer Care agent at 0800 591 1563 to schedule another service call.


My home was in a devastating event (fire, hurricane, tornado, etc.). What do I do about my internet service and leased equipment?

We understand how the impact from a devastating event can be difficult and challenging. Our Care Specialists are prepared to assist you with suspending or disconnecting your Viasat Internet service, as needed, depending on the severity of the damage. Please text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call a Customer Care agent at 0800 591 1563 to schedule a service call.

*Note: Our company provides assistance to those who may have been impacted by a natural disaster. Ask a Care agent if you believe you may qualify for assistance. Are there any cancellation fees?

To cancel Viasat service, you must call Customer Care at 0800 591 1563. If you disconnect your service before the end of the fixed service term in your contract, you may be charge early termination fees (ETFs), according to the charts below.

 

Month 1

Month 2 Month 3 Month 4 Month 5 Month 6 Month 7 Month 8 Month 9 Month 10 Month 11

Month 12

Termination Penalty (R$)

588.00

539.00 490.00 441.00 392.00 343.00 294.00 245.00 196.00 147.00 98.00

 

49.00

 

These fees are assessed at R$49,00 for every month remaining in the minimum service term. For example, if you canceled service 10 months into the 12-month minimum service term, you would pay a total of R$147,00.

General Information

Many of our subscribers are curious to know how our service works when streaming video on services such as Netflix and YouTube, and how much data music streaming services consume. The good news is that these services work great with our service. However, video uses a fair amount of data, so you can go through a 10 GB data allowance rather quickly by watching a lot of video.

There’s a pretty big difference between the kind of video you get on YouTube compared to what’s on Netflix or other streaming video services. YouTube videos are typically short and only consume an average of about 6 megabytes of data per minute. Using some quick math, you can see that a 3-minute YouTube video = approx. 18 megabytes or 0.018 GB. You could watch 100 of these and use only about 1.8 GB of data.

That’s not so bad, and the reality is that lower-definition video like this typically won’t use up your monthly data allowance.

Netflix and similar services are another story, since they serve up video in much higher definition. A standard (SD) definition movie or TV show on Netflix or Hulu averages about 0.75 GBs per hour, while a high definition (HD) movie is up to 3.0 GB/hour. If you’ve got a 10 GB/month plan, it’s easy to see you’ll be hitting your data allowance limit before long at this rate.

What to do? One option is to change the settings on your video streaming playback. On Netflix, for example, you’d navigate to “Your account” and then to “Playback settings.” If it’s set on “high” or “auto,” you may want to change it to “medium.” This will allow you to consume less data and watch more video. Netflix allows each subscriber to have up to five user profiles; you’ll have to change these settings for each profile on your account.


YouTube

You can do the same on YouTube, and other video services have similar adjustment capability. You can also tweak the settings on each individual YouTube video by clicking on the gear icon, then selecting the quality option from the menu and selecting the streaming quality that best fits your needs.


Netflix

To adjust your streaming settings, you’ll have to log into Netflix in a browser. Hover your mouse over your name in the upper right corner, and click “Your Account.” In the “Your Profile” section of your account, select “Playback settings.” This gives you options of what you want the default to be for streaming content.

Netflix offers four data usage settings to choose from:

  • Low – 0.3 GB per hour per device
  • Medium – SD: 0.7 GB per hour per device
  • High – Best video quality, up to 3 GB per hour per device for HD, and 7 GB per hour per device for Ultra HD
  • Auto – Adjusts automatically to deliver the highest possible quality, based on your current internet connection speed

To adjust your settings on Netflix, after you’ve signed in to your account:

  1. Select the profile you’d like to change your data usage settings for. Please keep in mind that data usage settings cannot be adjusted from a Kids profile.
  2. Select Account.
  3. Under My Profile, select Playback Settings.
  4. Select your desired data usage setting, keeping in mind that this will affect the quality of video.
  5. Select Save. Your changes will take effect within 8 hours.

Spotify, Apple Music, Amazon Music, Etc.

How about music streaming? Music streaming services like Spotify and Apple Music use far less data. You’ll use about 1 GB after listening to music for about eight hours at the highest-quality setting.

Still too much? Most major streaming services give you the option of listening offline to reduce data consumption. Most of them also let you change the stream quality settings; a lower setting – typically indistinguishable to the ear – reduces the amount of data used.

How is my bill paid?

We use paperless billing to send you an invoice via email each month. If you have a credit card on file, that payment method will automatically be charged on the due date. You can also pay via boleto if you do not have a credit card on file. Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN” to 1-720-513-0315. Then, you can text “BILL DETAILS” via WhatsApp to view your current balance and your payment due date.


Why is my first bill lower than expected?

Your first bill may be lower than your regular monthly charge because it includes only the prorated charges between when you activate your account and the first available bill cycle date. The rest of your monthly charges after the first bill will be for the full monthly amount.


What is the Installation Invoice?

The Installation Invoice is your receipt of payment that you have paid the required installation fee. This invoice will show that you have a zero balance, meaning you have already paid it! No action is required from you for the Installation Invoice.


Here’s how you’ll be invoiced:

5 days before your payment is due, we’ll send you an email with your invoice attached. If you choose to pay with boleto (attached to the email invoice), please make a payment on or before the payment due date. If you have a credit card on file, that payment method will automatically be charged on your billing due date. You can also make a one-time payment with a credit card not on file using WhatsApp. Opt into Whatsapp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN” to 1-720-513-0315. Then, make a one-time payment via WhatsApp by texting “PAY”. If your payment method on file has expired or if you would like to add a payment method on file, please call Customer Care at 0800 591 1563.

Click here to view an example of a billing invoice.

After ordering your new Viasat Internet service, the installation process follows this basic outline:

  1. A certified technician receives your order for installation and will contact you to set up your Viasat satellite internet installation.
  2. The technician contacts you to discuss site requirements, such as a clear line of sight to Viasat’s satellite in the sky, where you may want the equipment located, and whether the proposed installation falls outside the limits of a standard installation. He/she will also confirm your scheduled installation appointment time and date.
  3. The technician arrives and installs the equipment, configures your primary computer to connect to your service, and assists you with any questions on the service.
  4. Someone over the age of 18 must be present to discuss placement of the equipment.

Will my landlord allow mounting the satellite dish?

Renters should check with the property owner and obtain the necessary permission.


Can I install the equipment myself?

Viasat does not offer a ‘self-service’ installation option as the installation and alignment of the satellite dish must be completed by a certified Viasat technician. Viasat certified technicians perform all installations, including non-standard installations that involve a pole mount or non-penetrating options. They will also ground the dish to ensure your safety and protect the system. No part of the installation may be performed by a customer, as this will void the warranty on the Viasat equipment.

Note: Some people have asked whether TV and Internet service can be combined into one dish. At this time, each service requires its own dish. Satellite TV requires only one direction (receiving) while satellite Internet must go in two directions so you can download and upload information; therefore, each dish is different.


Why does the dish have to be grounded?

Grounding the dish safeguards both you and the equipment from electrical surges, direct lightning strikes and static electricity discharge.

Because the satellite dish sits outdoors, wind creates a static charge on the antenna as well as on the cable attached to it. This charge can build up on both the antenna and the cable until it jumps across an air space, often passing through the electronics. Connecting the coaxial cable and dish to the building grounding electrode system – more commonly referred to as grounding – helps dissipate this static charge.


What’s included in a standard installation?

A “standard installation” includes the following:

SERVICE

  • Professional installation of Viasat equipment by a certified technician to an outside wall or sloped roof by a certified technician
  • Complete installation planning: site survey and customer input on installation location
  • Compliance with any applicable electrical rules and regulations, including grounding the dish.
  • Cable routed through one exterior wall and one interior wall or floor
  • Viasat modem connected to one computer and verifies if modem is a Wi-Fi modem. (Note: Customer-provided router and multiple computers are not included in installation process)
  • Service tested to the Internet, customer account activated

EQUIPMENT/MATERIALS

  • Viasat Internet antenna dish, transceiver and bracket assembly
  • 1 Viasat Internet modem and 2.13 meter Viasat Cable
  • Up to 30 meters of RG-6 cable from antenna to modem
  • All necessary mounting and cabling hardware

Subscribers must use the provided Viasat Internet modem and antenna; no other modems or antennas are supported by our systems.

A router is included in the Wi-Fi Modem, available for new installations. With older modems, most modern router models work with our system and may be provided and set up by the subscriber.


What do I do if I have questions after the installation?

Call your local dealer, or connect with a Customer Care agent by texting “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or by calling 0800 591 1563.

If you would like to change your plan, please text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call a Viasat Care agent at 0800 591 1563.

After your change is processed, your modem will reset to load the new plan. You’ll be offline for a few minutes while this happens. Read more about resetting your modem here.

We’re sorry that you want to disconnect your Viasat Internet service. If you’ve experienced problems with your Internet service that has affected your decision to cancel, let us help. Depending on your issue, you’ll find articles below that may offer assistance.

If you still need to cancel your Viasat Internet service, call Customer Care at 0800 591 1563. We do not offer online cancellations. Keep in mind, if the minimum term of the contract is not satisfied, you must pay Early Termination Fees.

Click here for information on returning your leased equipment.

Cloud cover and light rain shouldn’t interrupt your Viasat Internet service connection, but a very severe thundershower or snowstorm may cause a temporary connection loss.  If you do lose connectivity, your internet service will come back online on its own, without any action on your part.

If you don’t lose connectivity during severe weather, you may find your service runs slower during that time.

On rare occasions, your service may have a “weather outage” under clear skies. This is because your service is also associated with a large hub — or gateway — that is typically located far from your house. This gateway ground station also connects to the satellite and has a large antenna.

Although it’s rare for a large gateway antenna to lose connectivity due to weather, it is possible. If this happened, the outage would likely be brief.

At the ground level, satellite service relies on dishes and antennas positioned on top or the side of a building. That means the equipment is open not only to satellite signals, but all the unpredictable forces of Mother Nature.

The good news? Our equipment is built to withstand exposure to the elements. Snow, ice and/or rain have minimal impact on our equipment’s performance.

Wind is also unlikely to diminish performance or damage our equipment. The satellite antenna, also known as the dish, is designed to withstand wind speeds up to 96 kilometers per hour, or 136 kilograms of pressure. To better illustrate what that means, consider that wind speeds during tropical storms range from about 64 to 117 kph, and weather experts consider winds in excess of 80 kph strong enough to cause ground-level damage. Hurricane-force winds, by comparison, start at about 119 kph.

Likewise, the Transmit Receive Integrated Assembly (TRIA), located on the bottom of your satellite dish’s arm, is engineered to withstand adverse weather. It actually pushes more power through the thickness of clouds or atmosphere to improve online performance in such conditions.

Our equipment’s strength is based in large part on the alignment of the satellite antennas. Our precise positioning maximizes the antenna’s sensitivity and signal power.

We also put it through extensive testing. Before it’s approved for use, our equipment is installed on simulated building structure roofs, walls and ground poles. Then we subject it to wind load testing, with a wind machine that produces gusts up to 193 kph and a laser mounted to the TRIA to measure the effects.

We also measure signal integrity, which includes testing a number of tests to ensure customers stay online without signal disruption.

Why should you add your email address to your Viasat account and keep it updated?

Since Viasat is primarily a paperless company, e-mail is our primary means of communication. We communicate things like account information, installation dates, and data usage to our customers via e-mail.  It helps you get the information you need to make setting up your internet service as painless as possible. You can add your e-mail address to your account by texting “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or by calling a Customer Care agent at 0800 591 1563.


What kind of emails should I expect to receive from Viasat?

When you first sign up for Viasat service, we will send you a series of onboarding e-mails that will help you through your first few weeks as a Viasat customer. These include an order confirmation email and a Welcome e-mail with important information about your service, billing, and payment details.

Each month, you’ll also get a detailed invoice – delivered right to your inbox. If you ever don’t understand what your invoice contains, or why you’re being charged for something, feel free to read more here.

You may also receive some e-mails about Viasat’s new products, services, and offers that we communicate to our customers occasionally.

Rest assured, your privacy is incredibly important to us, and we do not sell the email addresses of our customers. Please refer to the Subscriber Privacy Policy for more information.

A guest network is a safe way to let other people use your Viasat Wi-Fi Modem signal without giving them access to your connected devices and private information, or exposing your network to security breaches.

The Viasat Wi-Fi Modem includes an option for creating a separate guest network.

  1. To set one up, type 192.168.1.1:8080 into your internet browser’s address bar.

Username:  admin
Password:  printed on a sticker on the modem

TIP:  Take a picture of the password and expand it to make the password easier to read

2. This will take you to your Router Login

3. Next you’ll see the WiFi Settings

4. Then scroll down to Guest Access.

If private is selected for SSID Broadcast, Wi-Fi name will not be discoverable by Wi-Fi enabled devices. The default name will simply be your network name with the word “guest” added to it. So if your home wireless network is named “Rockefeller,” the guest network’s default SSID name would be “Rockefeller-guest.” You can give the network your own name, if you’d prefer.

5. Next, create a strong password for your guest network. Since you’ll be giving it out more frequently, you might opt for a more memorable, easy-to-type pass phrase than one containing all kinds of different characters.

6. Select the number of Total Allowed Guests. You can choose from 1 to 10. This number actually refers to devices, or MAC addresses. You may want to set a low number if you’re concerned about too many visitors using your internet connection at once.

7. Be sure the SSID Broadcastis marked “enabled” so guests can see it when their devices scan for Wi-Fi networks.

8. Final step: Tell your guests which SSID and password to use when they want to get online.

It is possible to disable the Wi-Fi antenna transmission on the Viasat Wi-Fi Modem using the following steps:

Viasat Wi-Fi Modem:

  1. Navigate to the router configuration pages by entering 192.168.100.1 in your browser.
  2. Log in with username admin and password admin.
  3. Navigate to the router configuration pages by entering 192.168.100.1 in your browser.
  4. Log in with username admin and password from the sticker on the modem (TIP: take a picture of the password and expand it to make the password easier to read
  5. Click Wi-Fi Settings in the navigation bar of the admin page.
  6. Click on the Advanced Settings link to access the Advanced Settings menu.
  7. If you’re running 2.4 GHZ network, under the title heading “2.4 GHz Wireless Network” find the second Network Mode drop-down, and select Disabled (it is typically set to Mixed but may also be set to Wireless-B/G OnlyWireless-B OnlyWireless-G Only, or Wireless-N Only). ) This disables the Wi-Fi antenna transmissions altogether.
  8. Scroll down to the bottom of the page, and then click Save Changes.

Your Wi-Fi antenna transmissions should now be disabled. If you want to turn it back on, you’ll just need to connect with Ethernet to access the admin page again.

If you only want to hide the network rather than disable it, just click the “Private” button next to SSID Broadcast.

All kinds of applications and apps require software updates from time to time. Some of these are minor updates that don’t use up much data, but some can be quite large. An OS update for Windows or Mac can be several gigabytes, for example. Worse, these updates may happen automatically without your realizing it. So even if you’re careful about monitoring your usage, updates could be quietly eating up data.

Here are a few ways to stop or limit this behind-the-scenes data consumption:

  • Change your settings so that any updates require your permission.
  • Schedule updates during the Free Zone, from 2 am to 7 am.
  • Make updates at end of your billing cycle when it’s clear you have enough data.

To learn how to schedule updates for your devices, consult your device’s instruction manual or visit the manufacturer’s website.

MAC address

A Media Access Control or MAC address is a unique identifier attached to your modem. Just about any connected device has its own MAC address — from computers and tablets to modems and phones. You may be asked for it if you make a service call or in other circumstances, although typically we only need the phone number associated with your account.

To find it, look for the white sticker on the back of your modem. The MAC address is a series of 12 numbers and letters displayed in six pairs and accompanied by a bar code.

Tip: Rather than squint at this label with a pad and pencil, take a photo of the label with your smartphone — then you can zoom in and read it easily!


Account Number

You can find your account number on your Welcome letter email and on your billing invoice, or you can text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call a Customer Care agent at 0800 591 1563.

A clear line of sight to Viasat’s satellite in the sky is required. Trees, buildings, flags/flag poles, etc. must not come between the dish and Viasat’s satellite. Viasat offers a variety of different methods of installation, which the technician will review with you after conducting a site survey.

An Acceptable Use Policy stipulates how our customers can use our internet services.

Basically, we ask you not use our service or equipment to break any laws, not send unsolicited bulk emails, knowingly degrade service for other users, and a few other common-sense requests. It also allows us to hold customers who engage in these activities responsible, and to take steps to prevent or correct these actions.

In exchange for adhering to the policy, we’ll provide you with the best service possible. To view the Acceptable Use Policy, click here.


What is the Acceptable Use Policy?

Our Acceptable Use Policy outlines the terms under which a customer may use our network.

For more detailed information, you can read the


Why do you have an Acceptable Use Policy?

We set rules for permissible activities as a part of providing the best satellite internet experience possible for all Viasat customers.

In brief, the Acceptable Use Policy states that customers cannot resell the service or engage in illegal activities, such as spamming or copyright infringement. Customers must comply with the law and not attempt to do anything that might compromise the network or its security. It holds customers responsible for any damage caused by their activities and allows us to take preventative and corrective actions, including blocking emails. It also provides information about who to contact if a customer believes copyright infringement occurred.


Will the service work with a wireless network or router?

Yes, however, we do not offer any installation or troubleshooting assistance with anything associated with the 3rd-party wireless network including the connection to the router and network cards.


Do internet-based games work well on the Viasat network?

We make every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellites. Many online games will experience a noticeable lag or delayed effect, which is normal and expected with any satellite internet network. As a result, some online games have very poor performance with this service and some online games may not work at all. We’ve identified various games that appear to work well on our Viasat network and are happy to share the names of those games with you. Each game is programmed to handle latency differently.

Additionally, online games often use a lot of bandwidth, primarily on downloads, and may cause you to exceed the usage thresholds or data allowance for your service plan.


Will Voice-over-IP solutions work with my service?

Yes, VoIP services should work fairly well on Viasat service, but we don’t guarantee any quality of service levels for customers. You will notice a slight delay using VoIP over satellite due to latency.


Do VPN connections work well on the Viasat network?

Some VPN solutions, generally those based on SSL, may work over our service, as they incur no significant performance degradation.  However, we do not recommend or support any VPN solutions.  Additionally, using a VPN connection may increase your bandwidth usage, and result in you exceeding your data allowance.

Our Customer Care will not provide any technical assistance for VPN issues.


May customers use a webcam on the Viasat network?

Customers may use a web camera over the network for person-to-person interactive communications (such as instant messengers) but not as web or video server.


Will streaming audio/video technology work over the Viasat network?

Yes, our customers can receive streaming video or audio through their satellite modem. However, customers cannot place a streaming video or audio server behind the satellite modem.

We consider any type of server behind our Viasat satellite modem a violation of the Acceptable Use Policy.

Customer Care does not provide any technical assistance with streaming video/audio applications or servers.


May customers run web servers on the Viasat network?

No, we consider any type of server behind our Viasat satellite modem a violation of the Acceptable Use Policy.


How do you define ‘server’?

A server is any application, program or service that runs on a customer’s computer and provides another person, computer or software application access to information or data from a remote location through the satellite modem.


If Viasat terminates service due to Acceptable Use Policy violations, is the customer still responsible for termination fees?

Repeated violations of the Acceptable Use Policy allow us to terminate the Customer Agreement for breach of contract. If the minimum term of the contract is not satisfied at that time, the customer must pay Early Termination Fees.


Will video conferencing technology work over the Viasat network?

Typically, video conferencing solutions will not work over the ViaSat network. They upload video and audio streams from behind a satellite modem and currently ViaSat Customer Care cannot provide any technical assistance with these applications. We consider any type of server behind the ViaSat satellite modem a violation of the Acceptable Use Policy.


Do VNC’s (Remote Desktop Applications) work with the Viasat service?

A computer configured to allow a VNC (remote desktop connections) behind a Viasat satellite modem will function.  However, VNC modem-to-modem connections may not work if the satellite modems are not provisioned in the same carrier.

We will not provide any technical assistance for this application.

Virtual Private Networks (‘VPNs’) and other remote computer access software such as those used to connect business servers to at-home workers may be very slow with Viasat Internet. Some VPNs may not work at all. Other “SSL”-based VPNs may work just fine.

How does your Viasat Internet service work when not using a VPN? If the service is working fine outside of VPN you’ll want to contact your VPN provider to troubleshoot. At this time we do not troubleshoot VPN connections.

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

If you are using the WiFi Modem and would like to change your network name (also known as the SSID) and/or password, use the following process:

Type the following into your internet browser’s address bar:

  • For the Wifi Modem (SB2+): 192.168.1.1:8080

When prompted, log in using the credentials below.

  • For the WiFi Modem (SB2+):

Username: admin

Password: admin

  • Note: Password reset

If the username/password combo doesn’t work, they can be reset by pressing down the reset button on the back of the modem for seven seconds.  This will cause the modem to reset to factory settings, as well as causing a reboot.

On the following screen, you will be able to configure your network name, password, security mode and more under the heading “WiFi Settings”.

  • To access the modem interface, type 192.168.100.1 in your browser URL bar.
  • Enter your modem user name and password. If you have not previously created your own user name and password, the modem credentials are:

Username: admin

Password: Use the Admin Password or Key from the sticker on the bottom of the modem

  • Click the Sign In button

​Your network name is what people will see when they look for wireless networks within range of their device, and the password is what they would log in to gain access to your network. Keeping this secure with a strong password is important since it keeps neighbors and others off your network and consuming your data. More users on your network can also slow things down.

​If you want an even higher level of security, you can change the SSID broadcast to “Private,” which will then hide your network name from the list of available networks within range. Please note, if you choose to make it private, you will not be able to see it in the list of available networks either.

You may also consider setting up a guest network with a separate password to share with visitors, non-family members and others you’d prefer not have potential access to your personal online information.

We’re here to help!

If you have questions or concerns resetting your modem or network password, download WhatsApp on your smart phone. Then, save Viasat Internet as the contact for phone number 1-720-513-0315, text JOIN and follow the verification prompts. Via WhatsApp, you can do things like reboot your modem, pay your bill, set up data, billing and outage alerts, and so much more! If you cannot find the answer to your question via WhatsApp, please call Customer Care at 0800-887-0117.

To get the most out of your Viasat Internet service and stay within the bounds of your data allowance, consider these suggestions:

Check your usage regularly

Make it a habit to check your data usage regularly throughout your billing cycle — especially in the first few months of service. This helps you avoid surprises and gives you a feel for your pattern of usage – and how you and other users in your household may need to adjust it. Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”. Then, you can view your Usage Meter via WhatsApp by texting “USAGE”.

Limit video time

Streaming and downloading video consumes more data than almost any other online activity. Pass that fact along to other users on your home network, then go one step further and install a Flash blocker on your browser to prevent video from loading automatically.

Adjust video settings

Reduce video data consumption by lowering your screen resolution. Options are available on Netflix, YouTube and most other video streaming sites. Read about streaming video and music here.

Tweak your usage habits

Save your heaviest consumption for late night or early morning and take advantage of the Free Zone.

Keep outside users out

Spyware, malware and other programs can consume data without your knowledge. Use software or a program to detect such threats and keep them out. Plus, be sure to have your wireless router password protected so your neighbors aren’t getting a free data ride on your service!

Adjust your email settings

Most email services have settings that allow you to pre-approve or prevent data-heavy image displays and automatic attachment downloads. Just find the “settings” menu on whichever email service you’re using, and choose the correct options.

Check file sizes before emailing

Before hitting send, check the size of photos and other attachments, and if possible, downsize them.

Downsize photos before sending them to 500 kb or less with Mac’s iPhoto or Windows programs like Windows Live Photo Gallery or Gimp or Google’s Picasa.

Consider using links instead of emailing a lengthy document. For instance, include a YouTube video link over a data-heavy PowerPoint with video.

Turn off auto-play video features

Many social media sites, like Facebook, will load and play videos automatically, so turning off this feature can save a lot of data usage. Disabling auto-play won’t prevent you from watching videos. You can simply click on any video you want to watch and it will start playing. In order to disable and/or limit the auto-play feature on your device, navigate to the ‘Settings→ Video’ for the relevant application, such as Facebook.

Keep an eye on Chromebook computers.

Since these run on Google Chrome as the operating system and are always connected to the internet, Chromebooks will likely use more data than other devices just to perform normal functions.

Manage software updates.

All kinds of applications and apps require software updates from time to time; some happen automatically without you realizing it. Some of these are minor updates that don’t use up much data, but some can be quite large. An OS update for Windows or Mac can be several gigabytes, for example. Learn how to manage those updates here.

Monitor ‘Over the Top’ video devices like Roku, Apple TV and Chromecast.

These are connected devices that focus on streaming video, so having one connected to your Viasat service can mean you’ll go through a lot of data quickly.

Buy more data:

If you’re consistently bumping up against your data cap, you can Buy More data via WhatsApp by texting “BUYMORE” and following the prompts to buy 1 GB, 5 GB, 10 GB or 20 GB of additional data.

If you’re approaching your data cap or you’ve already passed it and your service has been restricted, it might be time to take advantage of our Buy More feature.

You can buy more data using WhatsApp. Once you’ve opted into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”, simply text “BUYMORE” and respond to the prompt with the amount of data you would like to purchase.


Things to know when buying more data:
  • If you’ve already exceeded your data usage limit and your service has been restricted, don’t worry. It’ll resume normal speed soon after you make your data purchase.
  • This non-refundable purchase will be added to the current month’s invoice. Keep in mind any unused additional data will expire and won’t carry over to the following month.
  • If you’ve run into data shortages more than once, it might be time to consider upgrading your plan. Text “CHAT” to Viasat Internet at +1-720-513-0315 via Whatsapp or call 0800 591 1563 to discuss the options.

What is “Buy More,” and why would I need it?

Buy More gives you the flexibility to purchase more data in GB increments without having to upgrade to a higher data plan. If you’re getting close to your monthly data usage allowance and don’t want your service to be slowed and/or restricted, Buy More will give you the data you need to stay at regular speeds. There are 4 data packages: 1 GB, 5 GB, 10GB and 20 GB.


Can I buy data in advance of when I need it?

Yes, but you should only do so when you’re certain you’ll need more data than is provided by your monthly plan. The additional data purchased through Buy More expires when your data measurement cycle resets to zero every month.


When is my monthly measurement reset date?

Your monthly measurement reset date is the same as your monthly billing date. On that day, your data usage is reset to zero and a new measurement period begins.


What’s the difference between using Buy More and upgrading to a higher data plan?

Buy More lets you add data when you occasionally need it. If you’re using all the data provided by your monthly plan on a frequent basis, we encourage you to upgrade to a higher data plan. It’s a better value in the long run.


If I use up all the data in my monthly plan and don’t use Buy More, what happens?

Depending on which plan you’re on, using all the data included in your plan before the beginning of your next monthly measurement cycle may result in your service being slowed and/or restricted as specified in your plan’s service details. Your service will be fully restored when your monthly measurement period starts again.


Is Buy More automatic?

No. It’s a tool you can choose to use when you need it. You will not receive any additional charges on your regular monthly bill unless you choose to purchase additional GBs of data.


YOU AGREE TO ALLOW VIASAT TO CHARGE YOUR PAYMENT METHOD ON FILE FOR THE ABOVE AMOUNT, WHICH WILL APPEAR ON YOUR NEXT INVOICE AS “BUY MORE”.
 
THE DATA ALLOWANCE POLICY, BANDWIDTH USAGE POLICY AND ACCEPTABLE USE POLICY APPLY TO “BUY MORE” PURCHASES.
 
UNUSED DATA, INCLUDING UNUSED “BUYMORE” DATA, DOES NOT CARRY OVER TO THE NEXT MONTH AND WILL EXPIRE ON “DISPLAYS BILL CYCLE DATE”.
 
IF YOUR SERVICE IS CURRENTLY RESTRICTED, THE MODEM WILL RESET TO RESUME REGULAR-SPEED INTERNET ACCESS SHORTLY AFTER YOU COMPLETE THIS “BUY MORE” PURCHASE

IF YOUR INTERNET SERVICE PLAN INCLUDES A FREE ZONE (E.G.LATE NIGHT FREE ZONE OR EARLY BIRD FREE ZONE), VIASAT DOES NOT MEASURE DATA USAGE DURING YOUR APPLICABLE FREE ZONE. DURING SUCH FREE ZONES, YOUR SPEEDS WILL BE RESTORED TO REGULAR SPEEDS EVEN IF YOU DO NOT “BUY MORE”

To view the entire details about your service plan, click here to access the Contract Summary and the Service Plan detail documents.


Why does my plan have a data allowance?

A data allowance, also known as a data cap, helps ensures that all Viasat customers get a fair amount of access to the Internet over our network.


What is the data allowance for my Viasat plan?

Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN” to 1-720-513-0315. Then, you can determine your data usage allowance by texting “USAGE” via WhatsApp.


What happens if I exceed the data allowance for my plan?

Your service or certain uses of your service may be significantly slowed and/or restricted.  This means that certain web pages and online applications will take significantly longer to load and some services will not be useable.


What do you mean by “significantly slowed and/ or restricted”?

Your service, or certain uses of your service, will be very slow or curtailed.  One example might be that you try to stream a high-definition (HD) video.  Because HD video requires a substantial amount of bandwidth it will not load or will take an extremely long time to do so, but you may be able to send and receive emails (with no attachments) without much delay.

Keep in mind, once you’ve opted into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB, 5 GB, 10GB and 20GB. Via WhatsApp, you can text “BUY1”, “BUY5”, “BUY10” or “BUY20” to purchase more data. The Buy More data will be at normal speeds. You can also take advantage of the Free Zone, which gives you unmetered data usage between 2am and 7am local time. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.


If I went over my data allowance for my plan, will my speeds ever return to normal?

Yes. In fact, there are many ways to get back to normal, unrestricted service.  First, if your package includes a Free Zone, all restrictions are removed during that time period (see above). Second, you can change your package to one that has a higher data usage allowance. You can change your package at any time by calling Customer Care. Third, once you’ve opted into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB, 5 GB, 10GB and 20GB. Via WhatsApp, you can text “BUY1”, “BUY5” “BUY10” or “BUY20” to purchase more data. For more information, click here.  Lastly, at the start of each monthly measurement period, your data usage allowance is reset to the amount included with your package.


How do I know how much data I have used?

Opt into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”. Then, you can monitor your current data usage by texting “USAGE”.


What activities may cause me to go over my data allowance?

Some activities are more likely to cause an account to go over your plan’s data allowance. Here are some very common examples of online activities that can rapidly increase data usage:

  • Full-length movie downloads
  • Unsecure Wireless Router
  • Heavy use of peer-to-peer (P2P) file sharing programs such as FastTrack, BitTorrent, etc.
  • Downloading or viewing streaming media content such as; online videos, music, Internet radio
  • Video Game downloads often exceed 50 GBs or more.
  • Extended use of Web cameras, especially if they are constantly streaming
  • Extensive downloading of large applications or files
  • Extensive uploading of home movies, photos, and/or large email attachments
  • Uploading documents to an Online Backup Service

What is Buy More?

Buy More is a program which allows you to purchase more data at any time as your account approaches or exceeds 100% of the plan’s data usage allowance. Once you’ve opted into WhatsApp by saving Viasat Internet as the contact name for phone number +1-720-513-0315 and texting “JOIN”, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB, 5 GB, 10GB and 20GB. Via WhatsApp, you can text “BUY1”, “BUY5”, “BUY10”  or “BUY20” to purchase more data. Your payment method on file will be charged at that time. For more information, click here.


What is the Free Zone?

Included in your plan, you get a hall pass for unmetered internet use for 5 hours daily. The Free Zone lasts from 2 am to 7 am. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.

The Free Zone gives you 5 hours of unmetered, super-fast internet to download movies, games, music and software updates. You can upload photo galleries, blog postings and videos, perform online backups, and a whole lot more – but none of it counts towards your monthly data usage allowance.


How does the Free Zone work?
  • 100% UNMETERED data usage from 2 am to 7 am.
  • Both DOWNLOAD and UPLOAD usage are unmetered.
  • Speeds restored and any restrictions lifted at the beginning of the Free Zone. If you have already used up your data allowance for the month, you can still use the Free Zone at the normal speed.

Learn more about the Free Zone by reading our Free Zone FAQ.


Do all plans have the Free Zone?

Yes, all plans have the Free Zone.

Buy More can be purchased during the Free Zone; however, the Buy More usage will not count during the Free Zone.


Where can I find more information about my plan’s data allowance?

You can find information about your plan’s data allowance on our legal documents page here.