Help Center

Quick tips to help you get the most out of Viasat Internet.

To get the most out of your Viasat Internet service and track your data usage, sign up for Viasat account information through Whatsapp!

Just follow these simple instructions and you will be able to access important account information:

1. Go to Whatsapp on your mobile device
2. Type in 1-720-513-0315.
3. Then type JOIN
4. Follow the verification prompts

Next, text any of the following prompts to find out your account information.

Can I update my payment information or make a payment over the phone?

Yes, Viasat customers can handle all billing and payment over the phone. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can make a one-time payment via WhatsApp by texting “PAY”.

How long will it take to resume my account if it was suspended for a past due balance?

It may take up to 24 business hours from the time a full payment is made to resume an account that was suspended for a past due balance, but it typically takes only minutes for your service to resume.

Can I pay my bill in advance?

Yes, you can make a payment with one of our agents. We do recommend waiting until your first bill is generated so you can take into account any taxes charged on a local, county, or state level.

To ensure that all Viasat customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance for all customers, the Viasat service utilizes a Data Allowance Policy (DAP or the “Policy”) that is detailed in the Consumer Plans Explanation in Exhibit A to your customer agreement.

To view the entire Policy (DAP), click here.

What is the Policy?

The Policy ensures that all Viasat customers get a fair amount of access to the Internet over our network.

What is the Policy for my Viasat plan?

Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, the best way to determine your data usage allowance is to text USAGE via WhatsApp.

What happens if I exceed the Data Allowance for my plan?

When you reach 100% of your monthly data usage allowance, we will send an email alert to the contact email address that is on file for your account. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can always check your current data usage via WhatsApp by texting “USAGE”.

Your service or certain uses of your service may be significantly slowed and/or restricted.  This means that certain web pages and online applications will take significantly longer to load and some services will not be useable.

What do you mean by “significantly slowed and/ or restricted”?

Your service, or certain uses of your service, will be very slow or curtailed.  One example might be that you try to stream a high-definition (HD) video.  Because HD video requires a substantial amount of bandwidth it will not load or will take an extremely long time to do so, but you may be able to send and receive emails (with no attachments) without much delay.

Keep in mind, once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB = $100.00 MXN, 5 GB = $480.00 MXN, 10GB = $950.00 MXN. Via WhatsApp, reply BUY1, BUY5 or BUY10 to purchase more data. The Buy More data will be at normal speeds. You are limited to purchasing 10 GB of Buy More data per month via WhatsApp. You will not be charged for Buy More data at the time of purchase, the purchase will roll over to the next month’s bill. If you would like to purchase more than 10GB of Buy More data per month, you can call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955. You can also take advantage of the Free Zone which gives you unmetered data usage between 2am and 7am local time. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.

If I went over my data allowance for my plan, will my speeds ever return to normal?

Yes. In fact, there are many ways to get back to normal, unrestricted service.  First, if your plan includes a Free Zone, all restrictions are removed during that time period (see above). Second, you can change your plan to one that has a higher data usage allowance. You can change your plan at any time by calling Customer Care.  Third, once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB = $100.00 MXN, 5 GB = $480.00 MXN, 10GB = $950.00 MXN. Via WhatsApp, reply BUY1, BUY5 or BUY10 to purchase more data. Lastly, at the start of each monthly measurement period, your data usage allowance is reset to the amount included with your package.

How do I know how much data I have used?

Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can monitor your current data usage by texting “USAGE”. When your usage reaches 100% of your monthly data allowance, you will receive an email alert.

What activities may cause me to go over my data allowance?

Some activities are more likely to cause an account to go over your plan’s Data Allowance. Here are some very common examples of online activities that can rapidly increase data usage:

• Full-length movie downloads
• Unsecure Wireless Router
• Heavy use of peer-to-peer (P2P) file sharing programs such as FastTrack, BitTorrent, etc.
• Downloading or viewing streaming media content such as; online videos, music, Internet radio
• Video Game downloads often exceed 50 GBs or more.
• Extended use of Web cameras, especially if they are constantly streaming
• Extensive downloading of large applications or files
• Extensive uploading of home movies, photos, and/or large email attachments
• Uploading documents to an Online Backup Service

What is Buy More?

Buy More is a program which allows you to purchase more data at any time as your account approaches or exceeds 100% of the plan’s data usage allowance. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can purchase more data via WhatsApp. We have 3 data packages: 1 GB =  $100.00 MXN, 5 GB = $48­­0.00 MXN, 10GB = $950.00 MXN. Via WhatsApp, reply BUY1, BUY5 or BUY10 to purchase more data. You are limited to purchasing 10 GB of Buy More data per month via WhatsApp. You will not be charged for Buy More data at the time of purchase, the purchase will roll over to the next month’s bill. If you would like to purchase more than 10GB of Buy More data per month, you can call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955. 

What is the Free Zone?

Included in you plan, you get a hall pass for unmetered internet use for 5 hours daily. The Free Zone lasts from 2 am to 7 am. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.

The Free Zone gives you 5 hours of unmetered, super-fast internet to download movies, games, music and software updates. You can upload photo galleries, blog postings and videos, perform online backups, and a whole lot more – but none of it counts towards your monthly data usage allowance.

How does the Free Zone work?

• 100% UNMETERED data usage from 2 am to 7 am.
• Both DOWNLOAD and UPLOAD usage are unmetered.
• Speeds restored and any restrictions lifted at the beginning of the Free Zone. If you have already used up your Data Allowance for the month, you can still use the Free Zone at the normal speed.

Learn more about the Free Zone by reading our Free Zone FAQ 

Do all plans have the Free Zone?

Yes, all plans have the Free Zone.

Buy More can be purchased during the Free Zone; however, the Buy More usage will not count during the Free Zone.

Where can I find more information about the Policy?

You can find information about the Policy here and in Exhibit A in your customer agreement.

New to Viasat Internet? Here are a few things you need to know to get the most from your service:

Your Viasat Internet service has data usage limits

Our internet plans have a monthly data usage allowance, or cap. If you exceed your monthly allowance, your service may be slowed and/or restricted, so it’s important to learn how to manage your data usage.

To learn more about how to conserve data and how to check your data usage, read How to Maximize Your Data. 

We bill a month in advance

Every month on the same day, we’ll charge the payment method on file for your service for the next 30 days of service. You will receive your invoice 10 days in advance. Read more about what to expect from your first Viasat bill.

We have a 12-month service agreement.

If you disconnect before the end of the 12-month service agreement, you may be charged fees for early termination. These fees are $200 for every month remaining in the minimum service term. For example, if you canceled service 10 months into the 12-month minimum service term, you would pay $200 a month for the 2 unfulfilled months, or a total of $400.

We’re here to help

To get the most out of your Viasat Internet service and track your data usage, sign up for Viasat account information through Whatsapp!

Just follow these simple instructions and you will be able to access important account information:

1. Go to Whatsapp on your mobile device
2. Type in 1-720-513-0315.
3. Then type JOIN
4. Follow the verification prompts

If you cannot find the answer to your question via WhatsApp, please call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

Internet down? Let’s get to the bottom of it as quickly as possible!

There are a number of reasons for not getting any internet signal at all and they range from a network outage on our end to computer and router problems on your end. If things aren’t working, first check a few of these things before calling us:

1. Are you in data restriction? If you’ve exceeded your monthly data allowance, your service could be slowed or restricted, which can appear to be a connection problem. If that’s the case, you can buy more data or wait for your new billing cycle to begin. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can check your data usage by texting “USAGE” via WhatsApp. You are limited to purchasing 10 GB of Buy More data per month via WhatsApp. You will not be charged for Buy More data at the time of purchase, the purchase will roll over to the next month’s bill. If you would like to purchase more than 10GB of Buy More data per month, you can call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.
2. Bypass your router. If you can hook the modem directly up to your computer with an Ethernet cable and get internet service, then the problem most likely lies with the router. If it’s the router, your best resource if you’re having trouble is the manufacturer. Whether its Netgear, Linksys, D-Link or some other, most router manufacturers provide good support on their websites, and typically offer free phone support for a limited time with new routers.
3. Dish OK? Check the dish on your home or business to see if there are any trees or other objects blocking the line of sight. Has a hail storm or something else damaged or misaligned the dish?
4. How’s the weather? Heavy thunder or snowstorms can affect service, although it’s usually for a brief period of time. Keep in mind that the internet ground station antenna that serves your location may be in another part of the country, so weather there could impact service even if it’s clear where you are. Read more about weather impacts. 

Oftentimes, simply restarting everything can clear up the problem, so let’s take you through the correct steps to do that before we try anything else:

Restarting your system

Here is the correct way to restart your wireless router and Viasat modem (and yes, the order really does make a difference!)

*Note: If you have a WiFi Modem where the router and modem are one unit, you only have to worry about unplugging that device.

1. Power-down the computer connected to your Viasat modem
2. Power-down the router (unplug it)
3. Power-down the modem (unplug it from the electrical outlet)
4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
5. Make sure the Ethernet cable from the router is plugged securely into the back of the modem. *Note: Wireless routers do not require a cable connection to the computers they support
6. Plug in the modem. Wait until all LED lights on the modem are solid
7. Power-up the router
8. Power up your computer

All better? Great!

Still not connecting? Call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

How to enjoy free data usage daily

The Free Zone is a period of time during which data usage is not metered or counted toward your monthly data allowance period. It’s a great time to download software updates, stream video, upload photos and other large files or do anything else you want to do online. The Free Zone is between 2am and 7am local time.

What is the Free Zone?

The Free Zone allows you to download and upload during the hours listed above without usage counting against your data allowance..

What do I get with the Free Zone?

During the Free Zone, you receive 100% unmetered data usage, including both downloads and uploads. Unmetered data usage will not count towards your data allowance, even if you are currently over your data cap.

If I am restricted during my normal usage period, does my service remain restricted during the Free Zone?

No. During the Free Zone, your speeds are normal, no matter how much of your Data Allowance remains. If you are under Data Allowance Policy (DAP) enforcement (i.e. restricted), your modem reboots at the beginning of your Free Zone time period to remove enforcement and reboots again at the end of your time period to re-enable enforcement.

Will I see my Free Zone usage displayed on the Usage Meter?

No. During the Free Zone, your usage is not be counted in any way. During the hours of the Free Zone (per your plan and local time), you shouldn’t see any change in the usage meter.

What if I still need more data outside of the Free Zone?

If you need additional data allowance outside of the Free Zone, you can buy more or upgrade your monthly plan.

If I purchased Buy More, how is that used during the Free Zone?

Your unused Buy More data is not used during the Free Zone, only during the times outside your Free Zone time period.

I need help scheduling downloads during the Free Zone. Where can I go for assistance?

Viasat does not recommend one particular download manager, since there are multiple Operating Systems. Instead, we ask that you go directly to sites that support your operating system.

To get the most out of your Viasat Internet service and stay within the bounds of your data allowance, consider these suggestions:

Check your usage regularly

Make it a habit to check your data usage regularly throughout your billing cycle — especially in the first few months of service. This helps you avoid surprises and gives you a feel for your pattern of usage – and how you and other users in your household may need to adjust it. To view your Usage Meter, text “USAGE” to WhatsApp.

Limit video time

Streaming and downloading video consumes more data than almost any other online activity. Pass that fact along to other users on your home network, then go one step further and install a Flash blocker on your browser to prevent video from loading automatically.

Adjust video settings

Reduce video data consumption by lowering your screen resolution. Options are available on Netflix, YouTube, Hulu and most other video streaming sites. You can read more about streaming video and music here. You can also control your video quality automatically with Viasat’s Video Data Extender – for more information about what it does and how to turn it on or off, read more here.

Tweak your usage habits

Save your heaviest consumption for late night or early morning and take advantage of the Free Zone. Read more about the Free Zone here.

Keep outside users out

Spyware, malware and other programs can consume data without your knowledge. Use software or a program to detect such threats and keep them out. Plus, be sure to have your wireless router password protected so your neighbors aren’t getting a free data ride on your service!

Check file sizes before emailing

Before hitting send, check the size of photos and other attachments, and if possible, downsize them.

Downsize photos before sending them to 500 kb or less with Mac’s iPhoto or Windows programs like Windows Live Photo Gallery or Gimp or Google’s Picasa.

Consider using links instead of emailing a lengthy document. For instance, include a YouTube video link over a data-heavy PowerPoint with video.

Turn off auto-play video features

Sites like Facebook will load and play videos automatically, so turning off this feature can save a lot of data usage. Disabling auto-play won’t prevent you from watching videos. You can simply click on any video you want to watch and it will start playing almost immediately. In order to disable and/or limit the auto-play feature on any device, navigate to the ‘Settings→ Video’ for the relevant application, such as Facebook.

Keep an eye on Chromebook computers.

Since these run on Google Chrome as the operating system and are always connected to the internet, Chromebooks will likely use more data than other devices just to perform normal functions.

Manage software updates.

All kinds of applications and apps require software updates from time to time; some happen automatically without you realizing it. Some of these are minor updates that don’t use up much data, but some can be quite large. An OS update for Windows or Mac can be several gigabytes, for example. Learn how to manage software updates here.

Monitor ‘Over the Top (OTT)’ video devices like Roku, Apple TV and Chromecast.

These are connected devices that focus on streaming video, so having one connected to your Viasat service can mean you’ll go through a lot of data quickly.

Buy more data:

If you’re consistently bumping up against your data cap, you can buy more data via WhatsApp by texting “BUYMORE” and following the prompts to buy 1 GB, 5 GB, or 10 GB of additional data. You are limited to purchasing 10 GB of Buy More data per month via WhatsApp. You will not be charged for Buy More data at the time of purchase, the purchase will roll over to the next month’s bill. If you would like to purchase more than 10GB of Buy More data per month, you can call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

Viasat now offers a way to make a secure, one-time payment via WhatsApp, without having to call an agent.

Here’s how to use WhatsApp to make a quick one-time payment to your account:

Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can make a one-time payment by texting “PAY”. Follow the prompts and remember, the link will expire in one hour.

Please note this is one-time payment. The credit card you use to make this payment will not be used as a recurring payment method.

If you discontinue service, here’s what you need to know.

What do I need to return?

If you are discontinuing service:

To cancel service, you will need to call 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

Leased equipment: At the time of disconnect, you will need to schedule an equipment retrieval call to return the Viasat modem and power cord from inside your house and the TRIA off of the dish assembly outside. A technician will need to retrieve your equipment within 30 days of disconnect. If equipment is not returned, the card on file will be charged up to $10,000 MXN for unreturned equipment.

How long do I have to return my leased equipment?

You have 30 calendar days to schedule a technician to retrieve your leased equipment after your Viasat account is disconnected.

Will I be charged for non-returned leased equipment?

If we do not receive your equipment within 30 calendar days, your payment method on file will be charged $2,425 MXN for a Viasat Gateway Modem and, if you’re discontinuing service, another $6400 MXN for the Viasat Gateway Modem’s accompanying TRIA. Past 30 days, you may still return the equipment and get a refund for the charges.

Will I be charged for damaged leased equipment?

If the damage is the responsibility of the customer, the payment method on file will be charged. The payment method of file will not be charged due to an Act of God. Acts of God are events outside one’s control (e.g. tornados, earthquakes, floods, etc.) for which no one is responsible.

What if the technician does not arrive for the scheduled equipment retrieval call?

If a technician cancels or does not arrive during the scheduled equipment retrieval service call window, please contact Customer Care at 800-872-0552 to schedule another service call. If you are calling from the U.S., please call 855-727-7955.

My home was in a devastating event (fire, hurricane, tornado, etc.). What do I do about my internet service and leased equipment?

We understand how the impact from a devastating event can be difficult and challenging. Our Care Specialists are prepared to assist you with suspending or disconnecting your Viasat Internet service, as needed, depending on the severity of the damage. Please contact Customer Care at +52 800-872-0552 to schedule another service call. If you are calling from the U.S., please call 855-727-7955.

Are there any cancellation fees?

To cancel Viasat service, you must call Customer Care at +52 800-872-0552. If you are calling from the U.S., please call 855-727-7955. If you disconnect your service before the end of your fixed contract term of 12 months, you may be charge early termination fees (ETFs), according to the charts below.

*Note: Our company has special programs in place to assist those who may have been impacted by a natural disaster. Ask a Care agent if you believe you may qualify for assistance.

A look at how much data is consumed by video and music streaming, and tips on managing it with your Viasat Internet service

General Information

Many of our subscribers are curious to know how our service works when streaming video on services such as Netflix and YouTube, and how much data music streaming services consume. The good news is that these services work great with our service. However, video uses a fair amount of data, so you can go through your data allowance rather quickly by watching a lot of video.

There’s a pretty big difference between the kind of video you get on YouTube compared to what’s on Netflix or Hulu. YouTube videos are typically short and only consume an average of about 6 megabytes of data per minute. Using some quick math, you can see that a 3-minute YouTube video = approx. 18 megabytes or 0.018 GB. You could watch 100 of these and use only about 1.8 GB of data.

That’s not so bad, and the reality is that lower-definition video like this typically won’t quickly chew up your monthly data allowance — unless you’re really hooked on those cat videos.

Netflix and similar streaming services are another story, since they serve up video in much higher definition. A standard (SD) definition movie or TV show on Netflix or Hulu averages about 0.75 GBs per hour, while a high definition (HD) movie is up to 3.0 GB/hour. If you’ve got a 10 GB/month plan, it’s easy to see you’ll be hitting your data allowance limit before long at this rate.

What to do? One option is to change the settings on your video streaming playback. On Netflix, for example, you’d navigate to “Your account” and then to “Playback settings.” If it’s set on “high” or “auto,” you may want to change it to “medium.” This will allow you to consume less data and watch more video. Netflix allows each subscriber to have up to five user profiles; you’ll have to change these settings for each profile on your account.

Viasat Internet’s Video Data Extender

You can opt in to the Video Data Extender (VDE), which automatically streams video at 480p (standard definition). For more information, check out our article on the VDE. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can also manage the Video Data Extender by texting “VIDEO”.

YouTube

You can do the same on YouTube, and other video services have similar adjustment capability. You can also tweak the settings on each individual YouTube video by clicking on the gear icon, then selecting the quality option from the menu and selecting the streaming quality that best fits your needs.

Netflix

To adjust your streaming settings, you’ll have to log into Netflix in a browser. Hover your mouse over your name in the upper right corner, and click “Your Account.” In the “Your Profile” section of your account, select “Playback settings.” This gives you options of what you want the default to be for streaming content.

Netflix offers four data usage settings to choose from:

• Low – 0.3 GB per hour per device
• Medium – SD: 0.7 GB per hour per device
• High – Best video quality, up to 3 GB per hour per device for HD, and 7 GB per hour per device for Ultra HD
• Auto – Adjusts automatically to deliver the highest possible quality, based on your current internet connection speed

To adjust your settings on Netflix, after you’ve signed in to your account:

1. Select the profile you’d like to change your data usage settings for. Please keep in mind that data usage settings cannot be adjusted from a Kids profile.
2. Select Account.
3. Under My Profile, select Playback Settings.
4. Select your desired data usage setting, keeping in mind that this will affect the quality of video.
5. Select Save. Your changes will take effect within 8 hours.

Hulu

Hulu has two options when it comes to data quality — a data saver option, which helps you mind your data usage, and best available, which maximizes your video quality during playback.

Spotify, Apple Music, Pandora, Amazon Music, Etc.

How about music streaming? Music streaming services like Spotify, Apple Music and Pandora use far less data. You’ll use about 1 GB after listening to music for about eight hours at the highest-quality setting.

Still too much? With the exception of Pandora’s free service, all major streaming services give you the option of listening offline so you won’t consume any data. Most of them also let you change the stream quality settings; a lower setting – typically indistinguishable to the ear – reduces the amount of data used.

Video Data Extender helps you stream more online video using a lot less data.

Many Viasat internet service plans have a feature called the Video Data Extender that will help you stream more online video, using a lot less data.

What is Video Data Extender?

This free setting allows you to watch more streaming video on your wireless devices while using less data. With Video Data Extender, you can opt in to streaming at DVD quality (optimized for 480p). You will be able to enjoy more of what you love, especially on small screens! Note: Not all video sources are identifiable and able to benefit from the Video Data Extender.

How do I know if I have the Video Data Extender? How can I turn it on or off?

The Video Data Extender is turned off by default. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can always turn the Video Data Extender on and off at any time by texting “VIDEO”.

How much does it cost?

Nothing! Video Data Extender is included with your internet service plan.

How much data could I save?

A lot! A typical HD stream can use 1.3 gigabytes of data or more in a single hour, whereas that same hour streamed in 480p might use only .5 GB. That’s data you can use to stream more video and download big files.

Will I notice the difference in quality?

It depends on two things: If you’re watching video on a smart phone or tablet, you probably will find the 480p quality to be fine. But, videos with a lot of movement – like a sports event or action movie–you might find the resolution quality is more noticeable.

What types of video looks good at 480p?

Typically shows that don’t have a lot of fast movement or complex graphics look just fine at this DVD quality. Here are some examples:

• Talk and news shows
• Cartoons/animated shows
• Movies like romantic comedies, dramas, and documentaries
• Game shows
• TV series like comedies and dramas
• Short YouTube videos typically don’t use a ton of data, and you can adjust the resolution up and down on each video.
• Netflix, if you have it set to “Automatic” (the default setting), streams at a very high rate, possibly using 1-3 GB an hour. You can adjust your Netflix resolution in the account settings.
• Other services like Hulu and Amazon Prime usually push the highest quality of video possible, which consumes a lot of data. These services also have the ability to adjust resolution.

If you’re watching something like an action movie – in full HD, turn it off. We highly recommend turning it back on when you’re done with your movie so you can get the benefits of the Video Data Extender during the rest of the month.

Can I turn it on and off midstream?

Yes. If you do turn off the Video Data Extender, it will take a few moments for the higher quality to kick in. If you’re already streaming something, you’ll need to refresh your browser or video app.

Can I leave it off?

Yes. If you don’t watch a lot of video or have one of our higher-end data plans, you might decide to keep the Video Data Extender off. Remember, once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can keep track of your data via WhatsApp by texting “USAGE”.

Your first Viasat Internet billing statement will be slightly different than the rest.

How is my bill paid?

We primarily use paperless billing for invoicing and to automatically charge the payment method you’ve provided to us each month. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, you can text BILL DETAILS via WhatsApp to view your current balance and your payment due date.

How will I be invoiced?

The payment method on file will be used to pay your bill.

10 days before the payment method on file to pay your bill is charged, we’ll send you an email with your invoice attached. 10 days after this invoice email notification, the payment method on file will be charged. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315, if you don’t have a valid payment method or your credit card has expired, make a one-time payment via WhatsApp by texting “PAY”. You can read more about making a one-time payment via WhatsApp.

We do require customers to have a valid payment on file, so if your payment method has expired or you would like to change the payment method on file, please call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

Below is an example of the PDF invoice you will receive.

An explanation of what it looks like to get Viasat satellite Internet installed.

After ordering your new Viasat Internet service, the installation process follows this basic outline:

1. A certified technician receives your order for installation and will contact you to set up your Viasat satellite internet installation.
2. The technician contacts you to discuss site requirements, such as a clear line of sight to the southern sky, where you may want the equipment located, and whether the proposed installation falls outside the limits of a standard installation. He/she will also confirm your scheduled installation appointment time and date.
3. The technician arrives and installs the equipment, configures your primary computer to connect to your service, and assists you with any questions on the service.
4. Someone over the age of 18 must be present to discuss placement of the equipment.

Will my homeowners association or landlord allow mounting the satellite dish?

Check with your HOA for specific rules and covenants that may alter your rights. Renters should check with the property owner and obtain the necessary permission.

Can I install the equipment myself?

Viasat does not offer a ‘self-service’ installation option as the installation and alignment of the satellite dish must be completed by a certified Viasat technician. Viasat certified technicians perform all installations, including non-standard installations that involve a pole mount or non-penetrating options. They will also ground the dish to ensure your safety and protect the system. No part of the installation may be performed by a customer, as this will void the warranty on the Viasat equipment.

Note: Some people have asked whether TV and Internet service can be combined into one dish. At this time, each service requires its own dish. Satellite TV requires only one direction (receiving) while satellite Internet must go in two directions so you can download and upload information; therefore, each dish is different.

Why does the dish have to be grounded?

Grounding the dish safeguards both you and the equipment from electrical surges, direct lightning strikes and static electricity discharge.

Because the satellite dish sits outdoors, wind creates a static charge on the antenna as well as on the cable attached to it. This charge can build up on both the antenna and the cable until it jumps across an air space, often passing through the electronics. Connecting the coaxial cable and dish to the building grounding electrode system – more commonly referred to as grounding – helps dissipate this static charge.

What’s included in a standard installation?

A “standard installation” includes the following:

SERVICE

• Professional installation of Viasat equipment by a certified technician to an outside wall or sloped roof by a certified technician
• Travel to and from your location within 150 km of installer office
• Complete installation planning: site survey and customer input on installation location
• Compliance with any applicable electrical rules and regulations, including grounding the dish.
• Cable routed through one exterior wall and one interior wall or floor
• Viasat modem connected to one computer and verifies if modem is a WiFi modem. (Note: Customer-provided router and multiple computers are not included in installation process)
• Service tested to the Internet, customer account activated

EQUIPMENT/MATERIALS

• Viasat Internet antenna dish, transceiver and bracket assembly
• 1 Viasat Internet modem and 7 foot Viasat Cable
• Up to 45 meters of RG-6 cable from antenna to modem
• All necessary mounting and cabling hardware

EQUIPMENT LEASE FEE

All Viasat Internet subscribers are required to lease the necessary satellite user terminal equipment from us. The lease fee includes all the equipment required to access the Viasat Internet satellite signal. Subscribers must use the provided Viasat Internet modem and antenna; no other modems or antennas are supported by our systems.

A router is included in the WiFi Modem, available for new installations. With older modems, most modern router models work with our system and may be provided and set up by the subscriber.

What do I do if I have questions after the installation?

Call your local dealer, or connect with a Customer Care agent by calling 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

This article provides instructions for changing from one internet plan to another.

If you would like to change your plan, please call a Viasat Care agent at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

After your change is processed, your modem will reset to load the new plan. You’ll be offline for a few minutes while this happens.

We’re sorry that you want to disconnect your Viasat Internet service. If you’ve experienced problems with your Internet service that has affected your decision to cancel, let us help. Depending on your issue, you’ll find articles below that may offer assistance.

• Technical troubleshooting
• How to change your plan

If you still need to cancel your Viasat Internet service, call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955. Since we bill in advance, the best time to call is before your next billing date. 

Severe weather could affect your Viasat Internet service.

Cloud cover and light rain shouldn’t interrupt your Viasat Internet service connection, but a very severe thundershower may cause a temporary connection loss.  If you do lose connectivity, your internet service will come back online on its own, without any action on your part.

If you don’t lose connectivity during severe weather, you may find your service runs slower during that time.

On rare occasions, your service may have a “weather outage” under clear skies. This is because your service is also associated with a large hub — or gateway — that is typically located far from your house. This gateway ground station also connects to the satellite and has a large antenna.

Although it’s rare for a large gateway antenna to lose connectivity due to weather, it is possible. If this happened, the outage would likely be brief.

At the ground level, satellite service relies on dishes and antennas positioned on top or the side of a building. That means the equipment is open not only to satellite signals, but all the unpredictable forces of Mother Nature.

The good news? Our equipment is built to withstand exposure to the elements. Snow, ice and/or rain have minimal impact on our equipment’s performance.

Wind is also unlikely to diminish performance or damage our equipment. The satellite antenna, also known as the dish, is designed to withstand wind speeds up to 96 kilometers per hour, or 136 kilograms of pressure. To better illustrate what that means, consider that wind speeds during tropical storms range from about 64 to 117 kph, and weather experts consider winds in excess of 80 kph strong enough to cause ground-level damage. Hurricane-force winds, by comparison, start at about 119 kph.

Likewise, the Transmit Receive Integrated Assembly (TRIA), located on the bottom of your satellite dish’s arm, is engineered to withstand adverse weather. It actually pushes more power through the thickness of clouds or atmosphere to improve online performance in such conditions.

Our equipment’s strength is based in large part on the alignment of the satellite antennas. Our precise positioning maximizes the antenna’s sensitivity and signal power.

We also put it through extensive testing. Before it’s approved for use, our equipment is installed on simulated building structure roofs, walls and ground poles. Then we subject it to wind load testing, with a wind machine that produces gusts up to 120 mph and a laser mounted to the TRIA to measure the effects.

We also measure signal integrity, which includes testing a number of tests to ensure customers stay online without signal disruption.

Viasat uses this address to communicate important updates to customers including billing invoices.

Why should you add your email address to your Viasat account and keep it updated?

Since Viasat is primarily a paperless company, e-mail is our primary means of communication. We communicate things like account information, installation dates, and data usage to our customers via e-mail.  It helps you get the information you need to make setting up your internet service as painless as possible. You can add your e-mail address to your account by calling an agent at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

What kind of emails should I expect to receive from Viasat?

When you first sign up for Viasat service, we will send you a series of onboarding e-mails that will help you through your first few weeks as a Viasat customer. These include an order confirmation email, an installation e-mail reminder, as well as a Welcome e-mail with important information about your service, billing, and payment details.

Each month, you’ll also get a detailed invoice – delivered right to your inbox. If you ever don’t understand what your invoice contains, or why you’re being charged for something, read more.

You may also receive some e-mails about Viasat’s new products, services, and offers that we communicate to our customers occasionally.

Rest assured, your privacy is incredibly important to us, and we do not sell the email addresses of our customers. Please refer to the Privacy Policy for more information.

Have guests? Allow them to securely connect to your Guest Wi-Fi network.

A guest network is a safe way to let other people use your Viasat WiFi Modem signal without giving them access to your connected devices and private information, or exposing your network to security breaches.

The Viasat WiFi Modem includes an option for creating a separate guest network.

1. To set one up, type 192.168.1.1:8080 into your internet browser’s address bar. If you have the Viasat WiFi Gateway, type 192.168.100.1 into your internet browser’s address bar.
   Username:  admin
   Password:  printed on a sticker on the modem

TIP:  Take a picture of the password and expand it to make the password easier to read

2. This will take you to your Router Login

3. Next you’ll see the WiFi Settings

4. Then scroll down to Guest Access.

If private is selected for SSID Broadcast, WiFi name will not be discoverable by WiFi enabled devices. The default name will simply be your network name with the word “guest” added to it. So if your home wireless network is named “Rockefeller,” the guest network’s default SSID name would be “Rockefeller-guest.” You can give the network your own name, if you’d prefer.

5. Next, create a strong password for your guest network. Since you’ll be giving it out more frequently, you might opt for a more memorable, easy-to-type pass phrase than one containing all kinds of different characters.

6. Select the number of Total Allowed Guests. You can choose from 1 to 10. This number actually refers to devices, or MAC addresses. You may want to set a low number if you’re concerned about too many visitors using your internet connection at once.

7. Be sure the SSID Broadcastis marked “enabled” so guests can see it when their devices scan for Wi-Fi networks.

8. Final step: Tell your guests which SSID and password to use when they want to get online.

It’s possible to disable your router signal if you’re using an external router and don’t want the Viasat signal to broadcast.

It is possible to disable the WiFi antenna transmission on both the Viasat WiFi Modem and the Viasat WiFi Gateway using the following steps:

Viasat WiFi Modem:

1. Navigate to the router configuration pages by entering 192.168.100.1 in your browser.
2. Log in with username admin and password admin.
   Continue to step 3, below.

Viasat WiFi Gateway:

3. Navigate to the router configuration pages by entering 192.168.100.1 in your browser.

4. Log in with username admin and password from the sticker on the modem (TIP: take a picture of the password and expand it to make the password easier to read

5. Click WiFi Settings in the navigation bar of the admin page.

6. Click on the Advanced Settings link to access the Advanced Settings menu.

7. If you’re running 2.4 GHZ network, under the title heading “2.4 GHz Wireless Network” find the second Network Mode drop-down, and select Disabled (it is typically set to Mixed but may also be set to Wireless-B/G Only, Wireless-B Only, Wireless-G Only, or Wireless-N Only). ) This disables the Wi-Fi antenna transmissions altogether.

8. Scroll down to the bottom of the page, and then click Save Changes.

Your Wi-Fi antenna transmissions should now be disabled. If you want to turn it back on, you’ll just need to connect with Ethernet to access the admin page again.

If you only want to hide the network rather than disable it, just click the “Private” button next to SSID Broadcast.

Update your software without going over your data allowance.

All kinds of applications and apps require software updates from time to time. Some of these are minor updates that don’t use up much data, but some can be quite large. An OS update for Windows or Mac can be several gigabytes, for example. Worse, these updates may happen automatically without your realizing it. So even if you’re careful about monitoring your usage, updates could be quietly eating up data.

Here are a few ways to stop or limit this behind-the-scenes data consumption:

• Change your settings so that any updates require your permission.
• If your Viasat Internet plan includes a Free Zone, schedule updates during those hours.
• Make updates at end of your billing cycle when it’s clear you have enough data.

To learn how to schedule updates for your devices, consult your device’s instruction manual or visit the manufacturer’s website.

Find your MAC address and account number quickly.

MAC address

A Media Access Control or MAC address is a unique identifier attached to your modem. Just about any connected device has its own MAC address — from computers and tablets to modems and phones. You may be asked for it if you make a service call or in other circumstances, although typically we only need the phone number associated with your account.

To find it, look for the white sticker on the back of your modem. The MAC address is a series of 12 numbers and letters displayed in six pairs and accompanied by a bar code.

Tip: Rather than squint at this label with a pad and pencil, take a photo of the label with your smartphone — then you can zoom in and read it easily!

Account Number

You can find your account number on your Welcome letter email and on your billing invoice, or you can call a Customer Care agent at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.

Here’s what you need to know before your Viasat internet installation.

A clear line of sight to the southern sky is required. Trees, buildings, flags/flag poles, etc. must not come between the dish and the southern sky. Viasat offers a variety of different methods of installation, which the technician will review with you after conducting a site survey.

The Acceptable Use Policy outlines terms for customers’ use of our network.

An Acceptable Use Policy stipulates how our customers can use our internet services.

Basically, we ask you not use our service or equipment to break any laws, not send unsolicited bulk email, knowingly degrade service for other users, and a few other common-sense requests. It also allows us to hold customers who engage in these activities responsible, and to take steps to prevent or correct these actions.

In exchange for adhering to the policy, we’ll provide you with the best service possible. To view the Acceptable Use Policy, click here.

What is the Acceptable Use Policy?

Our Acceptable Use Policy outlines the terms under which a customer may use our network.

For more detailed information, you can read the Acceptable Use Policy.

Why do you have an Acceptable Use Policy?

We set rules for permissible activities as a part of providing the best satellite internet experience possible for all Viasat customers.

In brief, the Acceptable Use Policy states that customers cannot resell the service or engage in illegal activities, such as spamming or copyright infringement. Customers must comply with the law and not attempt to do anything that might compromise the network or its security. It holds customers responsible for any damage caused by their activities and allows us to take preventative and corrective actions, including blocking emails. It also provides information about who to contact if a customer believes copyright infringement occurred.

Will the service work with a wireless network or router?

Yes, however, we do not offer any installation or troubleshooting assistance with anything associated with the 3rd-party wireless network including the connection to the router and network cards.

Do internet-based games work well on the Viasat network?

We make every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellites. Many online games will experience a noticeable lag or delayed effect, which is normal and expected with any satellite internet network. As a result, some online games have very poor performance with this service and some online games may not work at all. We’ve identified various games that appear to work well on our Viasat network and are happy to share the names of those games with you. Each game is programmed to handle latency differently.

Additionally, online games often use a lot of bandwidth, primarily on downloads, and may cause you to exceed the usage thresholds under our Consumer Plans Explanation in Exhibit A to your customer agreement.

Will Voice-over-IP solutions work with my service?

Yes, VoIP services should work fairly well on Viasat service, but we don’t guarantee any quality of service levels for customers. You will notice a slight delay using VoIP over satellite due to latency.

Do VPN connections work well on the Viasat network?

Some VPN solutions, generally those based on SSL, may work over our service, as they incur no significant performance degradation.  However, we do not recommend or support any VPN solutions.  Additionally, using a VPN connection may increase your bandwidth usage.

Our Customer Care will not provide any technical assistance for VPN issues.

May customers use a webcam on the Viasat network?

Customers may use a web camera over the network for person-to-person interactive communications (such as instant messengers) but not as web or video server.

Will streaming audio/video technology work over the Viasat network?

Yes, our customers can receive streaming video or audio through their satellite modem. However, customers cannot place a streaming video or audio server behind the satellite modem.

We consider any type of server behind our Viasat satellite modem a violation of the Acceptable Use Policy.

Customer Care does not provide any technical assistance with streaming video/audio applications or servers.

May customers run web servers on the Viasat network?

No, we consider any type of server behind our Viasat satellite modem a violation of the Acceptable Use Policy.

How do you define ‘server’?

A server is any application, program or service that runs on a customer’s computer and provides another person, computer or software application access to information or data from a remote location through the satellite modem.

If Viasat terminates service due to Acceptable Use Policy violations, is the customer still responsible for termination fees?

Repeated violations of the Acceptable Use Policy allow us to terminate the Customer Agreement for breach of contract. If the fixed term of the contract is not satisfied at that time, the customer must pay any applicable Early Termination Fees.

Typically, video conferencing solutions will not work over the Viasat network. They upload video and audio streams from behind a satellite modem and currently Viasat Customer Care cannot provide any technical assistance with these applications. We consider any type of server behind the Viasat satellite modem a violation of the Acceptable Use Policy.

Do VNC’s (Remote Desktop Applications) work with the Viasat service?

A computer configured to allow a VNC (remote desktop connections) behind a Viasat satellite modem will function.  However, VNC modem-to-modem connections may not work if the satellite modems are not provisioned in the same carrier.

We will not provide any technical assistance for this application.

Some VPNs work well with Viasat Internet, but others may not.

Virtual Private Networks (‘VPNs’) and other remote computer access software such as those used to connect business servers to at-home workers may be very slow with Viasat Internet. Some VPNs may not work at all. Other “SSL”-based VPNs may work just fine.

How does your Viasat Internet service work when not using a VPN? If the service is working fine outside of VPN you’ll want to contact your VPN provider to troubleshoot. At this time we do not troubleshoot VPN connections.

You can buy more data via WhatsApp.

If you’re approaching your data cap or you’ve already passed it and your service has been restricted, it might be time to take advantage of our Buy More feature.

You can buy more data using WhatsApp. Once you’ve opted into WhatsApp by texting “JOIN” to 1-720-513-0315 simply text “BUYMORE” and respond to the prompt with the amount of data you would like to purchase.

Things to know when buying more data:

• If you’ve already exceeded your data usage limit and your service has been restricted, don’t worry. It’ll resume normal speed soon after you make your data purchase
• You are limited to purchasing 10 GB of Buy More data per month via WhatsApp.
• If purchased via WhatsApp, this non-refundable purchase will be charged on your next month’s bill, not at the time of purchase. Keep in mind any unused additional data will expire and won’t carry over to the following month.
• If you would like to purchase more than 10GB of Buy More data per month, you can call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.
• If you’ve run into data shortages more than once, it might be time to consider upgrading your plan. Call 800-872-0552 to discuss the options. If you are calling from the U.S., please call 855-727-7955.

What is “Buy More,” and why would I need It?

Buy More gives you the flexibility to purchase more data in 1 GB increments without having to upgrade to a higher data plan. If you’re getting close to your monthly data usage allowance and don’t want your service to be slowed and/or restricted, Buy More will give you the data you need to stay at regular speeds.

How much does Buy More cost?

Buy More:

• 1 GB =  $100.00 MXN
• 5 GB = $480.00 MXN
• 10GB = $950.00 MXN

Can I buy data in advance of when I need It?

Yes, but you should only do so when you’re certain you’ll need more data than is provided by your monthly plan. The additional data purchased through Buy More expires when your data measurement cycle resets to zero every month.

When is my monthly measurement reset date?

Your monthly measurement reset date is the same as your monthly billing date. On that day, your data usage is reset to zero and a new measurement period begins.

What’s the difference between using Buy More and upgrading to a higher data plan?

Buy More lets you add data when you occasionally need it. If you’re using all the data provided by your monthly plan on a frequent basis, we encourage you to upgrade to a higher data plan. It’s a better value in the long run.

If I use up all the data in my monthly plan and don’t use Buy More, what happens?

Depending on which plan you’re on, using all the data included in your plan before the beginning of your next monthly measurement cycle may result in your service being slowed and/or restricted as specified in in Exhibit A in your customer agreement. Your service will be fully restored when your monthly measurement period starts again.

Is Buy More automatic?

No. It’s a tool you can choose to use when you need it. You will not receive any additional charges on your regular monthly bill unless you choose to purchase additional GBs of data.

Here is the correct way to restart your wireless router and Viasat modem (and yes, the order really does make a difference!)
*Note: If you have a WiFi Modem where the router and modem are one unit, you only have to worry about unplugging that device.

1. Power-down the computer connected to your Viasat modem
2. Power-down the router (unplug it)
3. Power-down the modem (unplug it from the electrical outlet)
4. If you have an Ethernet cable connecting your computer to the modem, disconnect it. Wait a moment, then plug it back in.
5. Make sure the Ethernet cable from the router is plugged securely into the back of the modem.  *Note: Wireless routers do not require a cable connection to the computers they support
6. Plug in the modem. Wait until all LED lights on the modem are solid
7. Power-up the router
8. Power up your computer

Here’s how to change the network name and password on the WiFi Gateway

If you are using the WiFi Gateway and would like to change your network name (also known as the SSID) and/or password, use the following process:

Type the following into your internet browser’s address bar:

• For the Viasat Wireless Gateway (VWG): 192.168.100.1​

When prompted, log in using the credentials below.

Username: admin

Admin Password: (this can be found on a sticker on the Gateway)

• Note: Password reset

If the username/password combo doesn’t work, they can be reset by pressing down the reset button on the back of the modem for seven seconds.  This will cause the modem to reset to factory settings, as well as causing a reboot.

On the following screen, you will be able to configure your network name, password, security mode and more under the heading “WiFi Settings”.

• To access the modem interface, type 192.168.100.1 in your browser URL bar.
• Enter your modem user name and password. If you have not previously created your own user name and password, the modem credentials are:

Username: admin

Password: Use the Admin Password or Key from the sticker on the bottom of the modem

• Click the Sign In button

​Your network name is what people will see when they look for wireless networks within range of their device, and the password is what they would log in to gain access to your network. Keeping this secure with a strong password is important since it keeps neighbors and others off your network and consuming your data. More users on your network can also slow things down.

​If you want an even higher level of security, you can change the SSID broadcast to “Private,” which will then hide your network name from the list of available networks within range. Please note, if you choose to make it private, you will not be able to see it in the list of available networks either.

You may also consider setting up a guest network with a separate password to share with visitors, non-family members and others you’d prefer not have potential access to your personal online information.

• To do so, follows steps 1 and 2 above, but for step 3, go to “Router Settings.” For details, see our article on how to create a guest network.

We’re here to help!

If you have questions or concerns resetting your modem or network password, download WhatsApp on your smart phone. Then, save Viasat Internet as the contact for phone number 1-720-513-0315, text JOIN and follow the verification prompts. Via WhatsApp, you can do things like reboot your modem, pay your bill, set up data, billing and outage alerts, and so much more! If you cannot find the answer to your question via WhatsApp, please call Customer Care at 800-872-0552. If you are calling from the U.S., please call 855-727-7955.