New Viasat Wifi Gateway in Bridge Mode - Disables VOIP phone service?

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  • Updated 2 months ago
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I just upgraded to the new Unlimited Gold plan which came with the new (triangular) ViaSat WiFi Gateway modem/router. I also have the VOIP phone service. Everything (internet and phone) works fine until I put the gateway into bridge mode. As soon as I do that (and it reboots), the phone service cuts off. When I turn off bridge mode on the gateway and reboot, the phone service comes back. I've done this 3 or 4 times now with the same result. I want to use bridge mode so that I can use my own router (pfSense), but obviously also need phone service. Has anyone else experienced this? I've emailed ViaSat support, but no response yet. Thanks!
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Ed Galle

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Posted 4 months ago

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Brad, Viasat Employee

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Hi Ed,

Have you called us at 855-463-9333? That's our support number which is faster (email can take up to 24 hours for a reply)
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Ed Galle

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Hi Brad,

I spent an hour on the phone with ViaSat tech support earlier today and at the end all they could do is promise to have someone call me back. The support person did say that it should not be cutting off phone service in bridge mode.

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Ed Galle

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Following up on the above post...30+ hours and still no callback on this issue from a ViaSat Voice tech expert as I was promised. Was told it would be ASAP (like in a few minutes).
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Andy Schack

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I didn't bridge my modem.....I just hooked up my Netgear router and everything works just fine. Am I missing something here?...does bridging the modem supposedly give better speeds or something?

Andy
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Michael McDowell

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I have used several different routers with my SB2+ modem and have never had to use the bridging function.  I think that maybe some have run into some problems with NAT with two routers in the system.  May be related to IP address conflicts.
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Ed Galle

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Didn't that create a double-NAT for you Andy? Do you do any port redirection? I would think that would be problematic.
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Andy Schack

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Didn't have a problem at all....although I was suspicious at first. My VS1 system is the non-wifi modem so of course it worked but I wasn't sure what to expect with the Spock modem. I've done several test, switching back and forth between the built-in router of the Spock modem and then my Netgear, I can discern no difference. 

Andy
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Oliver

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Andy, do you use Google voice in bridge mode?
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Andy Schack

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Never used Google Voice. 

Andy
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Ed Galle

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I just want the ViaSat gateway to pass thru all traffic to my router and reveal the public IP address to it. All the NAT, port forwarding, DHCP, etc. would be done by my router. I was never able to do this with the old Exede Wifi Modem, but supposedly it can be done with the new ViaSat Wifi Gateway in bridge mode. Unfortunately, it's turning off my phone service when I put it in bridge mode.
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Oliver

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Sounds like a bug or design fault of the new viasat2 modem.
I am a long time pfsense user, been running it over 10 years now. Also run it at the colo for my site. You wouldn't happen to have Google voice do you? Would love to have you see if the new viasat2 modem will crash in bridge mode with you on an edge case.
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Ed Galle

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Yeah, I've been using pfSense for about 8 years now in multiple locations. Before that I used SmoothWall and IPCop for many years. Just gives you so much finer control over your network than simple wireless routers. I do have Google Voice.
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Oliver

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if I have gmail open and hangouts on in gmail, with also the same google voice number on one of my android devices....an incoming google voice call will ring both devices as soon as i answer from one device the viasat modem in bridge mode drops all traffic. I can cause this over and over but viasat blames my routers. but i can get it to do it with pfsense, ubiquiti, and others....viasat actually gives you a few public ip's in bridge mode. check out the netmask assigned by dhcp. or just plug in a switch to the first port on you vs2 modem and plug in another router....also you "ip" seems to live on the gateways and that traffic is nat'ed to you modem.....aka bridge mode is never true as the ip's live off of the modem. I am dumbing this down but i suspect this is whats going on from my testing.
(Edited)
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Ed Galle

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Very strange! Man, that sucks. Why on earth does ViaSat make it this difficult? I've used dozens of different cable, T1, fiber, etc. modems and never had these issues. It was always easy as pie setting up my own gateway router..
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Monty

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Ed,

I was able to set up the new VS2 modem in bridge mode and passing all traffic to my router.  For the most part it has worked with some odd quirks.  However, my big issue now is that the modem is crashing very often and requires a hard reset.  I've put it on a timer to reboot once per day but its not lasting very long before a crash.  Really sucks.  Looking for firmware update.  Have you experienced any crashes in Bridge mode?
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Ed Galle

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Monty, I still haven't been able to put my modem in bridge mode without it cutting off my phone service. What are your firmware versions on your modem?
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Diana, Viasat Employee

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Ed,  Hi,  please call Customer Care at 855.463.9333.   The can review your account and give you immediate assistance.
Ed, I spoke to our Voice Team and  No, Voice will not work when the modem is off.
(Edited)
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Ed Galle

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I've done that three times already. The last time, they set up a ticket for me with a voice tech advisor and I never got a return call.

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Oliver

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Diana, you need to get a tech3 on this forum or to us via email. We are sick of wasting our time calling in. Modems in bridge mode are casuing the gateway proxy to die/crash. This is a.problem on viasat's end and your support options are failing us.
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Ed Galle

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Diana, the modem is not "off"...it's in bridge mode (which should just turn off the routing functions). So are you saying the voice tech told you that the phone won't work with the modem in bridge mode? Why would that be?
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Diana, Viasat Employee

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When I spoke to the Voice group with your question, I was told it will not work in Bridge mode. I have sent your response to them for review.
(Edited)
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Oliver

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ED, its not the modem that is crashing, it is the viasat gateway proxy that is crashing. I still have not gotten help with my crashing. no one ever called me back. I have reported my problem now a few times. Calling support is a joke because those guys seem to get punished for handing you off to higher lvl support.
(Edited)
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Oliver

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Use Diana's response that viasat provided VoIP does not work in bridge mode to cancel the voice service and just use Google voice or Google fi. But after that you will find the viasat proxy crashing.......
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Ed Galle

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I hear what you're saying Oliver, but trading one insurmountable problem for another doesn't sound very fun. Have you tried leaving bridge mode off and putting your router in a DMZ?
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Ed Galle

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Another horrid thing I found about this new modem is that if you lose signal (like from rain fade), when you regain signal there is no internet connection. You have to reboot the modem (power off-on) to get your damn internet connections back. Already experienced this three times. This is completely unacceptable. I already have it connected to an automatic power cycle device that does it every 24 hours, but if I'm away or out of town...no internet for up to 24 hours. So no remote home security monitoring, etc. Unbelievable. This certainly didn't happen with the previous modem.
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Oliver

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I am using the surfbeam(none wifi) and surfbeam2(wifi) your on new vs2 modem so....I have found that dmz does not always pass the connection off to the internal ip given by the modem. bridge mode is the only thing I have got to work that does just attempt to pass all traffic to the "WAN" aka public ip. ICMP traffic gets crazy with DMZ loops on traceroutes.  Attempted DMZ both static and dhcp from modem and entering the dmz ip. and forget out doing NAT loopback testing with the viasat modem doing nat......
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Jim16

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Diana, Viasat Employee

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Ed,  When you put the modem in Bridge Mode, it turns off the WiFi. That is why the phone turns off. When it is placed in Bridge Mode  Enabled- this disables (turns off) WiFi.  Diana
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Ed Galle

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I've had WiFi disabled the entire time, bridge mode or not. I never have used the built-in WiFi of the ViaSat modems...this newer model or the older model for the previous satellite. I use my own WiFi access points that are hard-wired to the modem. WiFi has nothing to do with it. The phones are hard-wired to the modem. It's ridiculous that putting the modem in bridge mode turns off the voice function.

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Joshua Baker

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There needs a better explanation as why disabling (turning off) WiFi has any effect on a hardwired phone line. If you tell me it's because the modem was built to shut down all connections save the Ethernet ports because of poor planning or cost cutting then that would be more in-line with a response. But disabling WiFi means nothing. You can turn off WiFi without enabling Bridge mode and the hardwired phone continues to work. This has been happening since we first turned on bridge mode and it's made the phone service we're paying for useless. 
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Mike Cosby

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I am having the same problem as Ed.  Just had a technician to the home to swap out the router becuase they said it was a dead phone port.  I even showed them that the phone port works when the modem is set to the router mode and stops working when it is set to the bridge mode.  So two months in and I think we have the answer that ViaSat cannot support telephone in the bridge mode.  Guess it's time to cancel my voice service; unless someone else has a better suggestion.
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Nathan Hart

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Another firmware issue that needs to be addressed!
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Old Labs (VS1-329)

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I suspect it's more hardware than firmware related. It sounds like bridge mode simply causes the gateway to become a modem only device (disabling all router functionality not just WiFi). That's really what many were clamoring for when demanding bridge mode on the combo devices (some of us were clamoring for simply a better standalone modem and leave the rest to us). It's likely that the Voice Adapter (VoIP) requires the router's functionality as currently designed. For all I know it might require the router for QoS to ensure voice activity is prioritized and optimized - something you'd probably do with your own router having a Voice Adapter connected to it (for example https://www.voipmechanic.com/qos-for-voip.htm).

Again just guessing and some are better than others.

The standalone Voice Adapter likely had some minimal amount of router-like functionality since it was placed between the modem and your router - I guess the question is whether bridge mode does the same on the black WiFi modem (I understand it has bridge mode now also).

Regardless an official answer for from Viasat would be nice... gunga galunga, gunga, gunga lagunga

But I guess Diana's reply above answers that:
When I spoke to the Voice group with your question, I was told it will not work in Bridge mode.
although no indication if that's working as designed or being investigated.

   

(Edited)