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FAQs

General information

Get started by reading our Home Internet overview page, where you can also see which plans are available in your area.

You can also find answers in the FAQs below, which are accessible anytime via the FAQs link in the main menu above. Questions and answers are grouped by topic and by Viasat product name.

When you’re ready to order, you can speak with a sales representative or order online. To do so, skip straight to the Contact sales link in your main menu.

You can get help with your account, get technical support, and find contact information on our Support page.

Start by visiting our retailer page for more information.

Visit our Small Business Internet page to find information about how to get Viasat Business Internet.

Welcome Guide for new customers

Thank you for signing up! Find everything you need to know about getting started with our service here.

For information on how to change your installation date, please visit this help article.

Please visit our help article here.

About Viasat Internet

Viasat Internet is residential satellite internet service. We’re dedicated to bringing reliable, high-speed connectivity to the hardest to reach people, places, and things — including families in rural or remote areas where cable companies don’t go.

This is how Viasat satellite internet works:

  1. You click on your favorite website using your laptop or mobile device. Your request goes to your Viasat modem, then through a short cable to the dish outside your home.
  2. The dish installed at your home beams your request up to our satellite.
  3. Our satellite sends your website request down to a gateway station connected to our ground network.
  4. The station relays your request to your favorite website.
  5. The website delivers the information you requested back to the station, which sends it up to our satellite to be sent directly to you.

Read our blog post titled: How it Works: The technology behind satellite internet

Viasat Internet is available in all 50 states and covers much of the U.S. population in remote and rural areas where other internet companies offer slower service, or no service at all. For more information on where Viasat Internet is available, search plans here.

Viasat Internet is best for people who have trouble getting fast internet because they live in remote or rural areas where cable or fiber companies don’t go.  It’s great for essential, everyday online activities like shopping, banking, education, and staying in touch with family.

In general, satellite internet is not an ideal solution for VPNs, online video games that require very low latency, and for people who want to replace their cable TV with full-time video streaming. However, Viasat Internet does work for families who want to stream video – you just need to find the right plan for your needs. Contact sales to discuss how we can help find the best plan for you.

You should get Viasat Internet because:

  • It’s fast: our minimum download speed of 12 megabits per second (Mbps) is still faster than typical digital subscriber line (DSL) or 4G/Long Term Evolution (LTE) mobile service. In select areas, you can get up to 100 Mbps speeds.
  • It’s a great value: you get more data for your money than the competition. Your monthly internet service charge won’t go up for at least two years — guaranteed. Plus, there are never any automatic overage fees on our residential service.
  • It’s simple: installation typically takes just 2-3 hours. Once you’re connected, managing your account is easy with our My Viasat online portal. You’ll learn more about connecting to your online account once you’re signed up for service.

Viasat was voted the Best Satellite Internet of 2020 by U.S. News and World Report. We offer dependable high-speed satellite internet for homes and businesses across the globe, so nearly anyone, anywhere can reliably connect.

Exede is now Viasat Internet.

WildBlue is the previous residential internet service for what is now Viasat Internet. Although we still have some customers on this older service, WildBlue service is no longer available for new customers to purchase.

All about data

Your monthly data usage is measured by the number of bytes transferred, or used, between your network and the Internet.

Common data measurements are Gigabytes (GB), Megabytes (MB), and Kilobytes (KB). 1 GB is roughly one billion bytes, or about one thousand Megabytes (MB).

1 GB = 1,024 MB of data

1 MB = 1,024 KB of data

1 KB = 1,024 bytes of data

With 1 GB of data, you can visit 3,000 new webpages, send 20,000 text-only emails, listen to 24 hours of music streaming on services like Spotify (at 96 kbps), and more.

Here are some examples of online activity and the typical amount of data used for each:

Data usage by application*

Video streaming 1-7 GB/hr The higher the resolution, the more data is used
Video conferencing 1 GB/hr The more participants, the more data is used
Audio-only cuts down on data use greatly
Music streaming 150 MB/hr Usage varies depending on service used
Social media 120 MB/hr Clicking on videos will consume more data
Web browsing 60 MB/hr Watch out for auto-play videos which can drive more data usage
Gaming 40-150 MB/hr Downloads can be very large and not all games work well over satellite
Internet of Things devices Varies Mostly low data usage, although online cameras can add up

*Figures are estimates only, to show typical use. Individual usage will vary.

Learn more about streaming and data usage in this blog post.

Some Viasat internet plans come with a monthly data allowance or monthly usage threshold. Viasat's unlimited data plans are available in some areas to give you peace of mind in knowing you never have to pay overages for data usage. However, there are some data management policies that may be enforced after you use a specific amount of data each month. This could impact your internet speeds during times when the network is busy. 

 

Depending on which plan you’re on, after you use a certain amount of high-speed data, your data may be prioritized behind other customers during network congestion, which will result in slower speeds. To avoid that, it’s important to select a plan best suited to your usage needs, and to learn how to manage your data usage.

 

We offer a variety of resources to help you manage your data usage for the best value and experience. These include Viasat Shield, My Viasat mobile app, and My Viasat web.

 

Once you’re signed up, our Help Center will be a great resource with tips for how to check and maximize your data usage. If it turns out your internet plan is not meeting your monthly usage needs, you may be able to upgrade your plan to one that better suits your needs.

 

If you need help choosing the plan that’s best for you, feel free to contact sales.

Watch this video on data and our network.

To find the plan that’s best for you, you’ll want to consider your screen size, screen type, how much and what kind of data you plan to stream. Here’s some information to help you understand what’s involved.

The sharpness of your image depends on both the resolution and the size of your display screen. Put simply: small screens look fine with lower resolution, and larger screens require a higher resolution to look good.

Screen resolution is expressed as the number of pixels your screen can display horizontally and ­vertically. For example, 1920 x 1080 pixels, or 1080p, is known as full high definition (HD).

Check the details of your plan to determine what video quality is available and take screen size, screen quality, as well as the quality of video you’re streaming into consideration when choosing your plan.

  • 360p is best for small devices such as smart phones and tablets
  • DVD quality (480p) is best for medium devices such as computer monitors, laptop monitors and TV's
  • HD quality (720p) is best for large devices such as large screen TV's or projectors
  • Full HD quality (1080p) is best for large devices such as large screen TV's or projectors

Latency is the time it takes for data to travel from one point to another. In other words, it’s the time – or you could say the delay in time – for data to reach its destination.  Low latency is good. High latency is considered annoying.

There are many factors that contribute to network latency, and latency also varies by technology. In general, latency can be an issue with satellite internet service simply due to the distance the data needs to travel. The reason older versions of satellite internet service were slower has more to do with the older technology rather than with latency itself.

Viasat incorporates groundbreaking web acceleration technology that dramatically speeds up page-load times, minimizing the effect of latency. So, in addition to the much higher speeds enabled by Viasat’s high-capacity satellite, you’ll experience a much faster, more responsive web browsing experience, too.

Although satellite latency is greater than cable or DSL latency, it’s not enough to make a big difference in most uses of the internet (exceptions can be certain video games and virtual private network (VPN) services).

You can use a Virtual private network (VPN) with Viasat satellite internet service, but it may be slow. VPNs are often used to connect at-home workers to corporate networks, but some VPNs may not work at all. Other Secure Sockets Layer (SSL)-based VPNs may work just fine.

Yes, you can play video games on Viasat Internet. Performance will depend on the game — some are ok, some are poor, and some may not work at all. As a general rule, online multiplayer action games tend to not work well with satellite internet, while turn-based multiplayer or single-player games with fewer online elements may work better. Your physical location, gaming platform, and many other factors can impact game performance. Gamers should also bear in mind that software updates and downloadable content count toward your data allowance and can add up quickly. We recommend you download outside of peak hours.            

Service Plans

Viasat offers service speeds up to 100 Mbps and has several speed and service options available, depending on where you live. See what streaming and data speeds you need and find available plans in your area here.

You can find more information on Viasat Internet service plans available in your area here.

Liberty plans are location-based and are available in many areas. With Liberty Plans, you can always use the internet. You’ll get a set amount of priority data at fast download speeds of up to 12 or 25 Mbps. If you use up the priority data allowance for the particular plan you chose, you can continue using the internet, however the speed will vary depending on network congestion at the time you’re online. Non-priority data speeds during the daytime are generally faster than in the evening when more people are online. Think of it as more cars on the highway during certain hours. For example, during congested hours it may not be possible to stream video. At any time, you can simply buy more priority data or upgrade to a Liberty plan that includes more priority data. Priority data is only available with the Liberty plans. You will not incur any change fees for upgrading your plan.

The right Liberty plan for you is based on your anticpated monthly usage. By providing a range of data options, Viasat allows you to find the high-speed internet plan that works best for you. To see if a Viasat Liberty plan is available where you live, use the Find Plans tool at the top of our Service Overview page.

Yes. Viasat’s Unlimited plans are location-based, and are available in many areas. On an Unlimited data service plan, there’s no limit to the amount of data you can use during your monthly measurement period. Unlimited means you’ll never run out of data.

There are various Unlimited data plans, each with their own usage threshold. With your Unlimited plan, you’ll always be able to use the Internet. However, if you reach the usage threshold for the particular Unlimited plan you chose, your data may be prioritized behind other customers during times of network congestion, which may result in slower speeds. For example, networks tend to be busier in the evening hours. When the network is not congested, nothing will happen to your service speeds, even if you have used more than your monthly data usage threshold.

By providing a range of options, Viasat allows you to find the internet plan that works best for you. The right Unlimited plan for you is based on your anticpated monthly usage. The “Find Plans” tool at the top of our Service Overview Page will allow you to see if an Unlimited plan is available where you live, and if so, to compare various Unlimited plan options.

Viasat is always actively engaged in new technologies that benefit our customers.

At this time, Viasat residential service requires a stationary, fixed satellite dish installed at your home. We do not currently offer broadband internet service for mobile vehicles, which includes RVs, boats, service vehicles, and more.

Should you have a question about maritime internet services, you can email sales@maritime.viasat.com or visit https://maritime.viasat.com/ for more information.

EasyCare

EasyCare is an extra level of stress-free priority support for your Viasat Internet service available at a low monthly price. Learn more about EasyCare here.

Viasat Flex

Viasat Flex combines the functionality of both Viasat satellite and DSL internet services to route internet traffic, providing a more optimum and faster internet experience. Learn more about Viasat Flex here.

Viasat Browser

Viasat Browser is a new type of web browser that is faster than all leading browsers on Viasat Internet. It’s a browser that learns over time — in other words, the more you use it, the smarter it gets. It also includes an ad blocking feature which makes it more secure while also helping to protect your privacy by blocking internet trackers. Viasat Browser is available on Windows, macOS, Android, and iOS. Learn more about the Viasat Browser here.

Viasat Browser works by using an innovative hinting system that allows it to study and learn web pages in order to load internet pages in a better, faster way. Learn more about the Viasat Browser here.

You should install Viasat Browser so you can have both a faster and a safer web experience on Viasat Internet when compared to leading web browsers. Plus, as a member of the Viasat Browser community, you will be helping us create a better web experience for all other users by surfing and enjoying the web like you always have — only faster.

Compared to other web browsers, Viasat Browser’s features operate at faster speeds over Viasat Internet and have robust security and privacy features. Because of Viasat Browser’s innovative technology, it’s able to load web pages faster than other leading browsers on Viasat Internet. Viasat Browser also has an integrated ad blocker that helps protect you by blocking most malware and internet trackers. Plus, you can get the content you love without unnecessary clutter or using extra data. Learn more about the Viasat Browser here.

Viasat Browser is available for the following platforms/operating systems:

  • Windows 7 or later
  • macOS Yosemite 10.10 or later
  • Android KitKat 4.4 or later
  • iOS 11.0 or later
  • Linux (Ubuntu 18.04+, CentOS 7+, and similar)

Viasat Voice

Voice is a feature-packed home phone service built to work alongside your smartphones. Voice is optimized for use over Viasat Internet and Voice calls do not count against your Viasat Internet data allowance. Learn about Viasat Voice here.

You can receive Voice service if you have our 12 Mbps or faster service and live in the continental U.S. (all states and the District of Columbia but not Hawaii and Alaska). At this time, Voice is not available for WildBlue and Exede customers.

You can purchase Voice by calling Viasat and adding it to your Viasat Internet plan. Existing Viasat Internet customers should call 855-463-9333. Billing for Voice for existing Viasat Internet customers starts five days after Voice is ordered. New customers should call 855‌-‌627‌-‌2221. Billing for Voice for new Viasat Internet customers is five days after the date Viasat Internet service is installed — even if the customer does not activate the Voice equipment.

With the unlimited U.S. + Canada Voice plan, you can place local, long-distance, and toll-free calls to all 50 states, the District of Columbia and Canada for residential use. This includes calls to landlines, wireless, and VoIP lines. Calls to other countries will incur additional charges. To see international calling rates, click here.

There is a 6-month service term for Voice. For details, please see your Customer Agreement.

With Voice, you can expect the same reliability as Viasat Internet because they use the same satellite and internet connection. We strive to maintain highly reliable and available service using our network management and monitoring expertise.

Voice supports calling features including voicemail, caller identification (ID), caller ID block, call hold, call forwarding, call waiting, call return and disable call waiting. You can find more details here.

You can set up one phone line per account with Voice.

You will get billed for Voice and Viasat Internet monthly service on your Viasat statement.

No, you can’t keep Voice if you cancel Viasat Internet. An active Viasat Internet account is required to use Voice.

In most cases, a Voice adapter already comes integrated into your Wi-Fi modem. You’ll need to provide your own home phone handset(s) to plug into the Voice adapter. You can also plug your adapter into a cordless base station to enable phone service throughout your home.

Most home phone/handsets and wireless phone base stations work very well with Voice.

Yes, you can plug the Voice adapter directly into your home phone wall jack, but we’ve found that existing legacy home wiring often adds noise to your phone connection. Instead, we recommend using a phone base station (which allows for multiple, wireless-connected handsets) that plugs directly into the Voice adapter.

Yes, you can transfer your non-Viasat phone number to Voice in most areas of the country. To see if your phone number is available for transfer to Voice, call Voice Customer Care at 1-855-463-9333.

It typically takes 5-10 business days to transfer your phone number to Voice.

Yes, you can call 911 with Voice — although 911 service from a satellite may be limited in comparison to 911 service available through traditional landline telephone carriers. Please see the Voice Addendum to the Customer Agreement for more details on the limitations.

Yes, you can make international calls with Voice — dial 011 + country code + city code + phone number. Per-minute toll calling rates apply. To see international calling rates, click here.

Yes, we block calls to/from specific locations or numbers such as 1-900 calling as well as calls to certain countries that are high risk for fraud and/or abuse. View the Viasat Voice blocked destinations list here.

Yes, you can prevent your phone number from appearing in phone books or other directory listing services. You choose your directory listing preference when you sign up for Voice, and you can change how your phone number appears by calling Voice Customer Care at 1-855-463-9333.

If you want to block someone from calling you, you have several options. We recommend adding your phone number to the National Do Not Call Registry to prevent telemarketing calls (www.donotcall.gov). If there is a specific phone number you’d like to have blocked from calling your Voice line, please call Voice Customer Care at 1-855-463-9333.

When your power goes out or your internet connection goes down, you lose the ability to make or receive phone calls on Voice. Voice relies on your Viasat Internet connection to place and receive phone calls.

Voice supports many (not all) faxing and security monitoring services, which are subject to certain limitations.

There is no maximum amount of toll or international calling you can do each month with Voice as long as you continue to pay your bill. If your total monthly toll charges exceed $200 or you use a total of more than 3,000 minutes in a month for all your calls, you may be contacted by Viasat Customer Care to verify the charges in order to prevent fraud and bill shock.

Installation and equipment

A Viasat-certified technician will discuss site requirements with you, such as a clear line of site to the southern sky, and will help you choose the best location for the dish. Someone over the age of 18 must be present during installation.

The main equipment you need for Viasat Internet is an official Viasat satellite dish, transceiver and bracket assembly, a Viasat internet modem, and the related cables and hardware. This equipment is supplied by Viasat and will need to be returned at the end of your contract.

The Viasat satellite dish is about the same size as a satellite TV dish. Viasat Wi-Fi modems and gateways are about the size of a large book. Our new Viasat Wi-Fi modem and gateway also includes a built-in wireless router.

Learn more on our Installation page.

A Viasat dish does not necessarily have to be permanently installed on your home. In many cases, your dish can be installed to a 4-foot pole mount, which is mounted on the ground near the home. Fixed options include a roof mount, wall mount, brick mount, side mount, under-eave mount, and stub mount.


No, Viasat customers cannot install their own satellite dishes. Installation requires a trained technician to make sure that the dish is pointed at the satellite accurately and to verify that all connections are properly made.

Before scheduling an installation, you will need to check your landlord or homeowner’s association (HOA) to see if they allow the Viasat satellite dish The Viasat dish is governed by the FCC Over-the-Air Reception Devices (“OTARD”) Rule. The Viasat dish has the same classification as other residential dishes like satellite television dishes. It can be mounted on your home unless your landlord or HOA specifically prohibits dishes of any kind.

The installation process is quick and easy. A certified professional technician will install the equipment and activate the Viasat Internet service at your chosen location. The satellite dish is about 30 in. wide x 28 in. high and can be easily mounted on your roof, on an outside wall of your home, or on a pole in the ground. A cable from the dish connects to the modem, which connects to your computer. Installations typically take 2-3 hours. Learn more about the installation process on our Installation page.

Yes, your Viasat Internet service will come with a new Viasat modem or gateway with built-in WiFi. If you want, you can use any modern wireless modem. A wireless modem will allow you to create a home network with your Viasat Internet service, which will let you share the service wirelessly with your computer and other devices such as tablets and smart phones.

Already a Viasat customer? To see if you can upgrade your Viasat Internet service online, log in to My Viasat. 

Yes, Viasat offers a warranty on equipment. We will replace any defective equipment within the first 90 days of newly established service.

Email

Yes, Viasat Internet will work with your existing Gmail, Yahoo!, or other email account.

Network security

You should know we take network security very seriously at Viasat, and we make every effort to ensure our network is secure. Individual customers on our network also have a big role to play in staying safe online, which means using firewalls, antivirus software, and strong passwords that are changed regularly. For example, a good reason for you to use antivirus software is that some viruses can send and receive data without your permission, which may use your data allowance.

 

Additionally, every Viasat Internet plan comes with Viasat Shield, our easy-to-use and hassle-free network protection service that defends against common online security threats. Viasat Shield actively monitors and blocks suspicious activity and guards against cyberattacks, so you can keep your private information private. Learn more here.

You should use an antivirus software that you trust. You’ll probably find there are lots of antivirus software options available to you. A general guideline is to purchase your antivirus software instead of relying on a free tool. A purchased product will probably be more robust as well as being updated more frequently than a free version.

The Acceptable Use Policy outlines important requirements regarding permissible and prohibited uses of Viasat Internet service. Some of the prohibited uses have security implications. View the Acceptable Use Policy on our Legal documents page.

Billing

Since Viasat is a paperless company, you won’t receive a statement in the postal mail. You’ll be able to view your monthly statement online when logged into My Viasat web or My Viasat mobile app. To log in, you’ll need your account number.

You’ll pay your Viasat statement by providing us with a form of payment that we’ll automatically charge on the same day each month. We’ll send you an email at that time advising you that the payment is processing. We bill a month in advance, so the payment will be for the next 30 days of service. You can choose to pay with a credit/debit card or a bank account (ACH transfer). Once you’re set up with automatic payments, you’ll always be able to view your statement online at My Viasat web or My Viasat mobile app.

No, you won’t get a single bundled statement for Viasat and Dish. You will receive one from each service.

Viasat Internet has a 24-month service agreement. If you disconnect before the end of the 24-month service agreement, you may be charged early termination fees. These fees are $15 for every month remaining in the minimum service term. For example, if you canceled service 20 months into the 24-month minimum service term, you would pay $15 a month for the four unfulfilled months, or a total of $60. 

Yes, if you disconnect your Viasat Internet service before the end of your 24-month minimum service term, you may be charged an early termination fee of $15 for every month remaining on the contract. For example, if you were to cancel service after 10 months of your 24-month contract, you would pay $15 a month for the remaining 14 months of your agreement (14×15 = an early termination fee of $210). If you have Viasat Voice, you may be subject to additional early termination fees regarding the 6 month offer, if applicable.

Your monthly data measurement reset date is the same as your monthly billing date. On that day, your data usage is reset to 0 and a new measurement period begins. Once you're a customer, you will be able to find your monthly billing date by logging on to My Viasat mobile app and My Viasat web.