• Suggestion search
  • Suggestion search

Viasat Fiber Technical Support

  1. It is a device used in fiber optic internet connections, serving as a modem/gateway for fiber internet. It converts the light signals from the fiber optic cable into regular internet signals.
  2. You can use your own router, but it must be connected to the ONT.

  1. Check the ONT power button 
    1. Find the On/Off button on the ONT.
      1. If the button is pushed in, it’s already ONT.
      2. If not, press it to turn the ONT on.
  2. Confirm the ONT is plugged in
    1. Make sure the power adapter is securely connected to the ONT and plugged into a working outlet.
    2. If it’s already plugged in, continue.
    3. If not, plug it in and check if the ONT powers on. If the issue remains, proceed.
  3. Reboot the ONT
    1. Unplug the ONT power cable from the power outlet wait about 10 seconds and plug it back in.
    2. It is not recommended to unplug from the back of the ONT as the security clip that holds the power cord in place is fragile.
  4. Remove power strips or surge protectors
    1. If the ONT is connected to a power strip or surge protector, unplug it and connect it directly to a wall outlet.
    2. If it still doesn’t turn on, move to the next step.
    3. If it wasn’t on a power strip, continue.
  5. Try a different wall outlet
    1. Plug the ONT into a different outlet and check if it boots up.
    2. If this works: Confirm the ONT fully powers on, then test your service by opening a webpage.
    3. If not: If not, please call us 855-463-9333 for assistance.

Fiber internet is extremely fast, but your actual speed depends on the devices, equipment, and connections in your home. Slow speeds are usually caused by older hardware, Wi-Fi limitations, or network congestion—not by the fiber line itself.

Common Causes of Slow Speeds

  1. Older Routers or Devices
    1. Fiber can deliver very high speeds, but older routers, laptops, phones, and smart devices may not support those speeds. Many older devices max out at 10–100 Mbps, even if your fiber plan delivers 500+ Mbps.
    2. To get the full benefit of your fiber plan, your router and devices should support Wi-Fi 6 (802.11ax) or newer. Devices that use older Wi-Fi standards can still connect, but they cannot reach higher fiber speeds.
  2. Wrong Ethernet Cables
    1. If you use your own router or connect a device with Ethernet, make sure the cable supports gigabit speeds. Older Ethernet cables can slow your wired speeds dramatically.
  3. Device or Router Settings
    1. Some computers have LAN settings locked to 10 Mbps or 100 Mbps, limiting both upload and download speeds—even when hardwired. Updating the settings or network drivers can resolve this.
  4. Wi-Fi Interference & Coverage
    1. Wi-Fi performance depends on the band your device connects to:

Wi-Fi Band

 

 Max Typical Speed 

 

 Best For

 

 Notes

 

2.4 GHz

 

 Up to ~600 Mbps

 

 IoT devices (doorbells, thermostats, cameras)  

 

 Long range, better wall penetration, but more interference.

 

5 GHz

 

 Up to ~1 Gbps

 

 Streaming, general use

 

 Faster than 2.4 GHz but shorter range.

 

6 GHz (Wi-Fi) 

 

 Up to ~2 Gbps

 

 Newer high‑speed devices

 

 Lowest interference; only compatible with newer hardware. 

 

   

    5.  High-Bandwidth Activities

 

1.  Multiple devices streaming, gaming, or downloading at the same time can also reduce the speed available on any single device.

How to Get the Fastest Speeds

  1. Use a Wi-Fi 6 (or newer) router.
  2. Ensure your devices support Wi-Fi 6 (802.11ax).
  3. Use a Gigabit‑rated Ethernet cable for the most reliable connection.
  4. Place your router in an open, central location to reduce Wi-Fi interference.
  5. Hardwire devices when possible, for the best performance.

Factory resetting the ONT will cause the Wi-Fi name (SSID) and password to revert to the pre-Install credentials. All Wi-Fi connected devices will lose access to the internet and you will need to update your SSID and password in My Viasat to connect to Wi-Fi.

  1. Press and hold down the reset button for 10 seconds.
    1. The ONT will reboot and once LEDs are Solid Green, then proceed.
      1. The SSID will revert to its original SSID name of ViFiNetXXXXX (last 5 digits of account number).
  2. Login to My Viasat
  3.  Click on the Network tab
  4.  Click Update name and password
  5. Enter new SSID and Password
  6. Click Change Wi-Fi Information to save

If your ONT shows solid green lights, but you still can’t get online, the issue is likely within your home network. This can include your router, mesh system, connected devices, or the wired connections between them. Please power cycle your equipment and gather the information below and call us at 855-463-9333 so we can check the health of your system. 

 

To help identify the cause, gather the following information about your setup:

  1. Home Network Setup
    1. Are you using your own router or a mesh Wi‑Fi system?
    2. Is the ONT connected to your router or mesh system using an Ethernet cable?
  2. Impacted Devices
    1. Are all devices unable to connect, or only certain ones?
    2. Which specific device(s) are having trouble?
    3. Are the affected devices connected via Wi‑Fi or Ethernet?
  3. Wi‑Fi Visibility & Function
    1. Can you see your home Wi‑Fi network in your device list?
    2. Are other devices able to connect to the internet without issues?

Collecting these details helps pinpoint where the connection is failing so we can guide you through the right next steps.

A healthy ONT will have solid green lights for all LEDs when powered on. If the lights are not green or blinking, try rebooting the ONT. If that doesn't work, give us a call at 855-463-9333.

  1. Will fiber internet work with all my devices? 
    1. Yes! Viasat Fiber is designed to work seamlessly with all your devices, both current and future.
    2. Personal devices: Mobile phones, tablets, laptops, desktop computers, smart TVs.
    3. Smart home devices: Security cameras, smart doorbells, connected appliances, smart speakers, thermostats. 
    4. Gaming consoles: PlayStation, Xbox, Nintendo Switch. 
    5. Streaming devices: Roku, Apple TV, Amazon Fire TV, Chromecast.
    6. NOTE: The ONT provides both wired Ethernet connections and advanced Wi-Fi 6 wireless connectivity, ensuring all your devices can connect reliably. With speeds up to 5 Gbps and truly unlimited data, you can connect as many devices as you need without worrying about slowdowns. 
  2. What is Wi-Fi 6 and why does it matter?
    1. Wi-Fi 6 is the latest generation of wireless technology included with your Viasat Fiber service through the ONT. Wi-Fi 6 offers several advantages: 
      1. Faster wireless speeds: Better performance for all your connected devices. 
      2. Better performance in crowded environments: Handles multiple devices simultaneously more efficiently.
      3. Improved battery life: Devices using Wi-Fi 6 typically have better battery performance.
      4. Lower latency: More responsive connections for gaming and video calls. 
      5. Future-ready: Compatible with the latest devices and ready for emerging technologies. 
  3. What can I do with Viasat Fiber speeds? 
    1. Viasat Fiber's lightning-fast speeds enable:
      1. Streaming:  Stream 4K and even 8K content on multiple devices simultaneously - Enjoy buffer-free viewing on all your streaming services - Watch high-definition content without interruption.
      2. Gaming:  Online, real-time gaming with minimal lag - Multiplayer games with multiple players in the same household - Fast download times for games and updates - Competitive gaming with low latency.
      3. Work From Home:  High-definition video conferencing without interruptions - Upload and download large files quickly - Run business applications and cloud services seamlessly - Support multiple remote workers in the same household.
      4. Smart Home: Connect all your IoT devices reliably - Security cameras, smart appliances, and home automation - Future-ready for tomorrow's connected home technology.
      5. Multiple Users: Utilize multiple devices at the same time without slowdowns - Perfect for families with heavy internet usage - No throttling, even during peak hours.
Related articles you may be interested in:

Residential Customers: (855) 463-9333

To Manage Your Account, Go To My Viasat

Log Into My Viasat
Speak with Care Agent