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Viasat Voice Feature Management Tools and Troubleshooting

This article outlines how to get the most out of your Viasat Voice features by providing detailed information around Voicemail, Call Handling, Call Forwarding, International Call Rates and Star Codes.

Set-up Voicemail Features and Personalize Your Options for Viasat Voice

Woman holding a child while talking on the phone

The Customer Features Management Portal allows you to manage your Voice account 24 hours, seven days a week. Through the Portal, you can:

  • Manage Voice Mail Settings
  • Manage Call Screening Settings
  • Manage Call Forwarding Settings
  • View and Update Your Account Information

Go to viasat.user.alianza.com or copy and paste the URL into your browser window to access the Portal.

  • Existing portal users who sign in may be prompted to add an email address on file when logging in.
  • New and existing customers who have never logged into the customer portal need to contact Customer Care at 855-351-7230 (Monday through Sunday between 7 am and 12 am EST) to add an email address manually. You then will receive a welcome email from Noreply@cymbus.com with a username and a link to create a password.

Please take a minute to look at your E911 address on your Customer Features Management Portal dashboard. If it isn't right, please follow the instructions below to update it since this is where emergency services will go if 911 is dialed on your Viasat Voice handset.

  1. Click on your Phone Number. This will populate a Phone Number menu to your right.
  2. On the Phone Number menu, under Customer Service Record, you can change your name, Caller ID name (what shows up when you call other people), and address.
  3. If your Customer Service Record address matches where you would like emergency services to be sent, check the check box under E911 Record. If not, uncheck the box and enter the address where emergency services should go in case of an emergency.
  4. If you want your Directory Listing to be the same as your Customer Service Record, check the box under Directory Listing. If not, uncheck the box and enter the address you want to use as a Directory Listing and any Privacy Settings you wish to update.
  5. Click the Save button to save any changes you made and be taken back to your Customer Features Management Portal Dashboard.

  • Voicemail Box – Select the voicemail box name that is displayed. Note Viasat offers one phone number or line per Voice account; therefore, only one voicemail box is available. 
  • Voicemail Box Settings – You can forward your voicemail messages to your email.
    • Messages left can be sent as an MP3 file to your email or multiple email addresses.
    • The email address defaults to the email address Viasat has on file.
    • If you want your voicemails forwarded to another email, enter the additional email address in the empty data entry field.
    • You also have the option to keep the voicemail in the voicemail box. This allows you to:
      • Allows you to choose to listen to the message on the phone or via the MP3 file.
      • The messages in the voicemail box will appear in the Visual Voicemail section.

Visual Voicemail

  • Shows a timestamp for messages left within the voicemail box, what number left the message, how long the call was, and the status of the message (New or Saved).
  • Messages can be sorted by Time/Date, Length, and Status.

Voicemail boxes are automatically created when a voice account is created.

  1. Click Voicemail under Account. 
  2. Click Edit to edit the voicemail features listed below. 

From your Viasat phone:

You can listen to your voicemail from your phone by dialing *36 and entering your four-digit PIN (The default PIN is 1234).

 

Remotely:

  1. Dial your ten-digit phone number from a phone not connected to your Viasat Voice account.
  2. When the voicemail greeting plays, press the # key.
  3. Enter your 4-digit PIN, followed by the # key again. 

If you need to reset your pin, please call customer care at 855-463-9333.

 

Listen to Voicemail on Customer Features Management Portal

You can also listen to your voicemail by logging into the Customer Features Management Portal:

  1. Scroll down to the Voicemail Messages section.
  2. Locate the voicemail you wish to listen to.
  3. Select the Download link.
  4. Select the Open button if you want to listen to the voicemail or the Save button if you would like to save the voicemail to your computer as a WAV file. 
  5. If a message displays, select the Allow button.
  6. The voicemail will begin to play using your computer's default audio program. 

Voicemail shortcuts:

 

Skip a message

Press 1

Save a message

Press 2

Erase a message

Press 3

Repeat a message

Press 9

Exit menu

Press 0

Enter your voicemail box. Press 8 to access your options, including the following: 

 

Change your PIN

Press 1

Personalize your greeting

Press 2

Record your name

Press 3

Call Forwarding

Press 5

Set a forwarding number for call screening

Press 6

Repeat personal options

Press 9

Exit the menu

Press 0

 

To change the time zone on a Voice device:

  1. Using a device that can connect to the Internet, go to URL 192.168.100.1
  2. Scroll down to the Identification section
  3. Find TIME ZONE, click the dropdown, select the desired time zone
  4. Click Apply

Man on phone looking at paperwork

Call Handling

Call Handling features to create a schedule and select other actions when a call is received. Actions include: 

  • Ring Phone: This will ring the phone associated with the account. 
  • Forward All: This allows you to choose an alternate phone number to which all calls will be sent. 
  • Simultaneous Ring:  will ring all numbers added to the list. The first phone number to pick up will take the call. You can set a time limit for how long the numbers receive the call or ring continuously. If the call is not answered, the call can be sent to voicemail, forwarded to another number, or given a busy tone.
  • Find Me: will ring each destination sequentially for a specified time.  If the call is unanswered, the Timeout Action will be performed. Timeout Action options are to send the call to voicemail or give a busy signal.

 

Woman on phone and laptop

Managing Viasat Voice using Star Codes

For users that prefer to manage their voice settings using their telephone and are comfortable with navigating an automated prompt system dial the codes below. When calling the Star Code you might be prompted to enter your 4-digit PIN, followed by the # (pound) sign.

 

Note: Users must dial the Star Code using the telephone that is connected to the Viasat Modem.

  1. *30 -  Enable Call Forwarding
  2. *36 -  Enter Voicemail
  3. *57 - Enable Call Waiting
  4. *58 -  Disable Call Waiting
  5. *69 -  Call back
Woman on the phone writing notes

Call Screening

Call screening controls how incoming calls will be handled and provides permission options for calls from unknown numbers, toll-free numbers, and other callers (including specific phone numbers). 

 

Permission Options are available to select in the pull-down menu for each type of caller:

  • Block
  • Block with Intercept Message
  • Allow
  • Voicemail

Forward: If you choose to forward calls from a specific caller, you can input the caller's number for forwarding in the "Screening Forward Number" field.

 

 

Troubleshooting

The Viasat Satellite Modem requires an external Voice Adapter to receive voice service. If you have a Viasat Wireless Gateway or Viasat WiFi Modem the Voice Adapter is built in and an external Voice Adapter is not needed. Some steps below only apply to the Voice Adapter and should not be completed if you have an internal adapter.

  • Possible Cause: Wireless routers or wireless phones operating on a 2.4MHz signal are interfering with the Voice Adapter signal.
    • Solution: Move the wireless router or phone away from the Voice Adapter.
  • Possible Cause: The phone receiver is detecting noise from the earpiece or speaker.
    • Solution: Turn down the volume on your phone and/or turn off the speakerphone.
       
  •  Possible Cause: Less expensive phones, cordless phones and/or weak batteries are triggering buzzing and static.
    • Solution: If you're using a cordless phone, replace it with a corded one plugged directly into your Voice Adapter or modem.
       
  • Possible Cause: An old and/or long phone cord is in use.
    • Solution: Use a cord that measures 5-feet or less. Ideally, use the 5-foot cord provided with your Voice Adapter.
  • Possible Cause: Your home wiring may need some work, or you may have interference caused by an active local phone line. If you still have an active phone number through your local telephone company, it is using the same wiring as Voice. You cannot successfully use your home wiring for both services at once.
    • Solution: If your Voice Adapter or modem is plugged directly into your home phone wall outlet, disconnect it. Plug a phone directly into your Voice Adapter or modem.  

  • Possible Cause: Your Viasat Internet modem is not functioning or on.
    • Solution: Verify your Viasat Internet modem is on. The LED light should be illuminated and solid.
  • Possible Cause: Your Voice Adapter is off.
    • Solution: Verify your Voice Adapter is on. The Power LED light on the Voice Adapter should be illuminated and green.
       
  • Possible Cause: A software update failed.
    • Solution: Reboot your Voice Adapter. Pull the power cord from the back of the adapter, wait five seconds and plug it back in. A fresh version of software will download in about 1 minute.  
       
  • Possible Cause: Cables between your Viasat Internet modem and Voice Adapter are loose.
    • Solution: Verify the WAN LED light on the Voice Adapter is illuminated and amber. If it is not, ensure the yellow ethernet cable is securely connected between your Viasat Internet modem and the WAN port on your Voice Adapter.
       
  • Possible Cause: There's an issue with your account.
    • Solution: Verify that the VOIP LED light is illuminated and green. If it is not, call Voice Customer Care at 855-463-9333.
  • Possible Cause: Cables and connections are poor.
    • Solution: Verify the PHONE1 LED light on the Voice Adapter is on. If it is not, verify the phone cord between your Voice Adapter and phone is securely connected. Try another phone cord that measures 5-feet or less.
       
  • Possible Cause: Phone settings are incompatible.
    • Solution: Verify the phone you're using with Voice is set to "tone," not "pulse."

  • Possible Cause: A previous call was improperly terminated.
    • Solution: Hang up the phone and try again.
       
  •  Possible Cause: Another phone is disconnected.
    • Solution: Check to see if any other phones are off the hook.
       
  •  Possible Cause: There is interference with in-home wiring or cordless phones.
    • Solution: Connect your phone directly to the Voice Adapter or modem.
  • Possible Cause: There is a new voicemail.
    • Solution: Check to see if you have voicemail.

  • Possible Cause: Less expensive phones, cordless phones and/or weak batteries are triggering buzzing and static.
    • Solution: If your Voice Adapter or modem is plugged directly into your home phone wall outlet, disconnect it. Plug a phone directly into your Voice Adapter or modem.
    • Solution:  If you're using a cordless phone, replace it with a corded one plugged directly into your Voice Adapter or modem.
       
  • Possible Cause: You have separate Caller ID boxes.
    • Solution: If you have a stand-alone Caller ID box, disconnect it from your phone and Voice Adapter or modem. Connect your phone/handset directly to the Voice Adapter or modem.
       
  • Possible Cause: A device is interfering with Voice.
    • Solution: If you have a home alarm/monitoring system connected to Voice, disconnect it and plug your phone directly into the Voice Adapter or modem.
       
  • Possible Cause: Another appliance is using the same frequency as the cordless phone.
    • Solution: If you have a baby monitor, Wi-Fi hotspot or microwave running, turn off the power on the device and try again.
    • Solution: Your home wiring may need some work, or you may have interference caused by an active local phone line. If you still have an active phone number through your local telephone company, it is using the same wiring as Voice. You cannot successfully use your home wiring for both services at once.

  • Possible Cause: The wiring or connection is faulty.
    • Solution: Verify that all connections between the Viasat Internet modem, the Voice Adapter and your phone are correct. Your Viasat Internet modem should be directly connected to the WAN port of your Voice Adapter via the Ethernet Cat5 cable. If you have a router or computer between your Viasat Internet modem and Voice Adapter, you'll have issues with Voice. Your computer or router should be plugged into the LAN port of the Voice Adapter.
    • Check the article How to set up your Voice equipment  for a diagram showing the proper connections.
       
  • Possible Cause: Cables are plugged into the wrong ports.
    • Solution: Check the article How to set up your Voice equipment to verify all the connections between your Viasat Internet modem, Voice Adapter and phone are correct.
       
  • Possible Cause: The handset or phone is malfunctioning.
    • Solution: Try another handset or phone.

  • Possible cause: Cables are plugged into the wrong ports.
    • Solution: Check the article How to set up your Voice equipment  for a video and diagram showing the proper connections between your Viasat Internet modem, Voice Adapter and phone are correct.
       
  • Possible cause: A software update failed.
    • Solution: Reboot your Voice Adapter. Pull the power cord from the back of the adapter, wait five seconds and plug it back in. A fresh version of software will download in about 1 minute.

  • Possible cause: The dialing rules in your area require a special dialing pattern.
    • Solution: Check the dialing format you're using. Some require 7, 10 or 1+10 digits.
       
  • Possible cause: There's a problem with your Voice service or call routing.

  • Possible Cause: Unknown.
    • Solution: Hang up for 10 seconds and try again.

  • Possible Cause: The cable in use isn't designed for the adapter.
    If you’re using the original cable, and have placed the adapter in a well-ventilated area and continue to experience overheating, contact us at 855-463-9333.
    • Solution: Check to ensure the adapter is plugged into the power cable you received with your Voice equipment setup.  Using a cable not specifically designed for the Voice Adapter could lead to overheating.
       
  • Possible Cause: The Voice Adapter doesn't have enough ventilation.
    • Solution: Move the adapter to a well-ventilated area. 

Important note: Battery Backup

When your home loses power, your Viasat Internet and Voice will also go down, so you will be unable to access the Internet or call 911 in the event of an emergency. Protect your home and family with a battery backup solution that keeps your Viasat Internet and Voice up and running for hours when the power goes out. Click here for more information.  

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