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 outside, on the top floor, powered on, and facing the nearest cell tower.
- Verify HERE you have followed each install step correctly.
- Check the indicator lights
- If SYS LED is not blinking or solid green, check power cords and set-up.
- 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.
NOTE: It can take up to 2 minutes to lock in a signal.
Wi-Fi Network Troubleshooting
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Confirm your device is connected to the Wi-Fi network set up through the eero app.
- Open the eero app and tap Settings
- Tap Wi-Fi Name and Password at the top of the page
- View or change the name or password for your network and the setting will save automatically
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Test your device within a few feet of the Unit
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If you see improvement you might be experiencing Wi-Fi interference, try repositioning the eero router to a better location.
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If you do not see improvement contact our customer support line at 1-855-463-9333, Monday-Friday between 10 AM and 7 PM ET.
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Additional Troubleshooting Tips
Fixed Wireless Unit:
eero Router:
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 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. Please refer back to the install guide to set up your device.
- Complete the router and Wi-Fi network setup steps through the eero app:
- The eero app can be downloaded via the app store on you mobile device
- Access your device's Wi-Fi settings menu
- Select the Wi-Fi name you created during the eero set up (see the Wi-Fi network troubleshooting above for instructions).
- For additional support, click HERE
- Forgot Wi-Fi Name or Password:
- Open the eero app and tap Settings
- Tap Wi-Fi Name and Password at the top of the page
- View or change the name or password for your network and the setting will save automatically
- You can also perform a factory reset by pressing and holding the reset button located at the bottom of the eero 6+ router for 15 seconds
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