I understand the viasat shield app will display connected devices and their usage. I’ve been unable to find that feature. I can see the daily overall usage but not the devices that have used the data. Any help would be appreciated. Thank you.
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Hi @fetter6
Could you share a screenshot of your app interface so we can take a look? Please make sure to blur or hide any sensitive information from the screenshot if there is any.
Thanks,
Leonardo
The “my viasat” app shows the daily usage but not the devices that used the data. That app says to use the viasat shield app that shows even less information. Thanks.
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Hi @Fetter6
I’ll be taking a look into this and I’ll get back to you in a day or two. Thank you very much for your understanding and cooperation!
Best,
Leonardo
Hi @Fetter6
Connected devices and their usage can be viewed on the Devices screen in the Shield app, which can be accessed by selecting either:
- the View Devices button on the ‘Device online’ tile on the Home page
- the Devices option on the app’s bottom nav
Thank you,
Cat
Hi @Fetter6
I just got in touch with the team that works on Viasat Shield and they let me know that because of the version of the modem that you have, you cannot view connected devices and their usage and can only see how many threats have been blocked.
However, I will message you privately and see if I can help you figure out which devices are using your data.
Best,
Cat
@Cat is there a roadmap item for the Shield team to simply communicate that in the interface itself - “your modem doesn’t support displaying connected devices” etc?
I experienced the same, downloaded the Viasat Shield app but there is no option to view Devices or individual Device Usage. Called support because the “Chat” feature on Viasat website states, “We apologize for the inconvenience, but chat is currently unavailable. For immediate assistance, please call Viasat customer service at 1-855-463-9333. Our representatives are available 24/7 to assist you.” (Chat feature is NEVER available, discontinued???)
Called 4/24/23, spoke w/“Robert” who told me I had to pay $8.99/mo. to view device list and each device usage on Viasat Shield. I quoted Viasat Shield Help statement, "Free version includes *view all devices connected to network, *ability to view bandwidth each devices use in “current bill cycle period” He then asked when I downloaded app (4 da) and told me I had have it downloaded 7 da, and “Device” button would appear. (It did NOT.)
I called again today, 4/29/23, 1st person hung up in middle of call, 2nd person, “Jhon” told me my modem was too old. Asked to speak w/Supervisor, connected with “Alma”, told my modem was not compatible (it was installed when I upgraded my service 10/20/21). She told me I had to upgrade service again (+$5) and pay more modem rent (+$5) for modem that worked.
Between not being able to understand CS Rep accents, given incorrect info I’m frustrated and have a hard time trusting what CS Rep say. Bottom line, is my 1.5+ year old modem is too old to obtain device list and device usage? (Note: I previously could find that info in MyViasat account online but option is no longer available.) I’m ready to dump Viasat and check out HughesNet.
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Hi @scherryd ,
We are very sorry for the bad experience, and we’ll do our best to help you with it. I’ll talk to the relevant personnel and verify what can be done about your case.
Once we have any updates, we’ll let you know!
Thanks,
Leonardo
It looks like you are on SB2 modem. Does it look like this?
.
Device info is not supported on that modem:
We are talking to the team to determine what your options might be and will get back to you.
The case body looks the same but it has a different logo.
I was told by CS that a compatible modem to view individual device usage could not be shipped unless I paid $14.99/mo. Since modem lease fees are increasing $14.99 next month, do I qualify for upgraded modem? If so, will it be compatible with the Viasat Shield app and will I be able to view stats without paying additional monthly fees?
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Hi @scherryd,
We were informed that someone from our customer care team reached out via phone call and left a voicemail. In the voice message they essentially explain that yes we can upgrade your modem from an SB2 to an SB2+ without charging a modem swap cost. However, as you mentioned in an earlier post, our equipment lease fees will increase to $14.99 next month.
The voice message includes a phone number that you can call to directly contact the customer care team that is handling your case. Please feel free to call them back to confirm the modem swap.
With the SB2+ modem you should be able to use the free version of Viasat Shield to see your consumption per device.
Thanks,
Nacho
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