Connected to wifi, but have no internet access.

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  • Updated 2 weeks ago
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Hi! I have the silver 25 plan and recently have been having some issues. Ive only had Viasat for about 18 days and have had nothing but bad experiences. My main issue is with the internet being connect but no internet access. ive already used all my data and am aware it slows down but thats not my issue. recently a storm came through and knocked out my wifi and since then it hasnt worked. you can connect to it but you cannot browse social media or anything else. ive called 4 times and each time all they say is “its working on my end.” please help
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Mike P

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  • pissed

Posted 6 months ago

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Andy Schack

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If you've got the new white modem, it's a known issue. Easy fix, just unplug the power for a few seconds and then plug it back in and let the modem reboot. I've had to do this multiple times. 

Andy
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Nathan Hart

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Andy have you still had no replies about this?? I’ve been trying to work with them but it’s proving impossible.
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Andy Schack

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No reply. 

Improving communication is one of the key topics I plan to mention at the next meeting. 

Andy
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Lourdes Vizcarra Rivera

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I've had this problem since September 2018. After being with Viasat for over 2 years all of a sudden this started happening to me too. Every afternoon when my kids start using their chromebooks to do homework, the internet disconnects after a few minutes. It almost ALWAYS disconnects. I unplug the modem and router, wait 5 minutes then plug the modem, then wait 5 minutes then plug my router. Then the connection works but it keeps happening sometimes numerous times an afternoon. Thwn I repeat thus process. This is so frustrating cause my kids can't do their homework without this happening so many times. I've called Viasat about this so many times I've honestly lost count. They always say that on their end there has been no internet interruption. They said the problem was my router. So on October I bought a new better router. Same issue continued happening with the new router as well. I called Viasat numerous times and every time they said everything was wotking well on their end. I had to sign up to their easy-care program to have one of their techs come to my house to check everything. He came in November and checked everything. I explained the problem I've been having and he said he's never heard of that happening. Said all was working well but I insisted on a new modem and he installed a new one just to make me feel better he said. I CONTINUED HAVING THE SAME ISSUE. Yesterday I replaced my router again with a new one thinking maybe the router was defective. TODAY WHEN MY KIDS STARTED USING THEIR CHROMEBOOKS, ABOUT 10 MINUTES IN, IT SAID NO INTERNET CONNECTION AGAIN!!!!!!! I'm at my wits end and I don't know what to do. I am sooooo disillusioned with Viasat. I will call them again tomorrow to adress this issue once again and I know what they are going to tell me..... If all these customers are having this same issue with internernet disconnection, why wont they adress it! And stop saying that everything looks good at their end!
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Steve Frederick-VS1/Beam314, Champion

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If you are not having this problem with other devices connected on your home network, the I would suspect that the Chromebooks are the problem. In the past others have reported similar problems with their Chromebooks on this forum. Possibly some of the settings in the Chromebooks are causing the issue.

I have had a Samsung Chromebook for more than a year and have never seen this disconnect problem myself.
(Edited)
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Lourdes Vizcarra Rivera

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We've been using these 2 same chromebooks for about 1 year prior to September when this issue started and never had this problem. Also, i was using it right now and about 35 minutes in it disconnects again. When this happens, all devices connected to the wifi router have no internet connection. Thats why I have to restart it every time.
(Edited)