Viasat Fixed Wireless Technical Support
This article will help you change your Fixed Wireless Wi-Fi Network Name, Wi-Fi Password, or complete a factory reset if you forgot your password as well as provide information to troubleshoot slow speeds and connectivity issues.
NOTE: This article provides technical support on the Titan Unit Only. If you have the Baicell’s Indoor Unit, please click HERE.
Basic Troubleshooting for Slow Speeds or Connectivity Issues
- Inspect the integrity and location of the unit
- Ensure the unit is in a suitable location for optimum signal. Ideally, the unit should be on the top floor, near a window and powered on.
- Check the indicator lights
- If ETH LED is not blinking or solid green, check the power and ensure Ethernet is plugged in all the way.
- If RF signal strength is OFF:
- Check set-up and power
- If RF Signal is weak, try installing it in a different location or outside. If the performance does not improve, please contact customer care at 1-855-463-9333.
- If SIM LED is blinking, there is an issue with the SIM card.
- Please contact customer care at 1-855-463-9333 to receive a new SIM card.
- If SYS LED is not blinking or solid green, check power cords and set-up.
- If Wi-Fi LED is off, Wi-Fi is off.
- Confirm set-up is correct
- Double check other LED lights
- If set-up is correct, then follow the steps to set-up Wi-Fi
NOTE: It can take up to 2 minutes to lock in a signal.
Additional Troubleshooting Tips
- Check and make sure you are within the mobile network coverage area and the unit is attached to the network.
- Check with your data provider that the SIM card is activated.
- Check and verify your computer has proper NIC interface configured (DHCP or static IP). Unplug the PC ETH cable and reconnect again if required.
- If necessary, you may reboot the CPE by power off/on the CPE unit.
If you are having issues with your service, you can contact our customer support line at 1-855-463-9333, Monday-Friday between 10 AM and 7 PM ET.
The device integrates basic firewall functions, as well as DMZ, port forwarding, UPnP and other functions. Adjust the setting of these functions according to the needs of your web application.
In case of the need for a password reset, the device can be reset by pressing (using a pin) the reset button next to the SIM card slot for 10 seconds and then wait for the CPE to reboot and complete the restart. The user can then be allowed to use the original default login password to gain access to the unit WEB GUI again.
To perform a software update on the device, find the software upgrade page in the device management page and select the upgrade file for the device according to the prompts on the screen. The device upgrade operation supports the choice of restore factory settings or not.
The Advanced Setting page gives options to reset the device, restore factory default settings, and perform and restore operations for device configuration.
- A Factory Reset will also reset the Wi-Fi name and password to the default found on the bottom of the PoE adapter.
- Ensure the router is set up correctly
- Verify the router is connected to the Wi-Fi name and password set up for the router and not the Fixed Wireless Device.
- Slow speeds while using the Router
- Ensure the router is located in a good spot for optimal performance.
- Avoid placing it near metal objects or in enclosed spaces.
- Forgot Wi-Fi Name or Password
- If you forgot the Wi-Fi Name or Password, perform a factory reset by pressing and holding the reset button located at the bottom of the eero 6+ router for 15 seconds.
- Use the eero App to set up the Wi-Fi name and password
- You can use the eero app App to change your Wi-Fi username and password if needed.
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