ViaSat Installation and Service Call Standards Document
ViaSat and its Partners will only release payment for successful ViaSat Professional
Installations and Service Calls that meet ViaSat standards.
Section 1 of this document, Standard Installation Requirements, provides a detailed
list of required installation standards and installation activities involved in a standard
professional installation.
Section 2 of this document, Standard Service Call Requirements, lists the standard
professional service call on-site activities.
This document describes the standard installation/service call practices and does not
determine what is charged to the customer. Technicians should refer to the NonStandard Installation Best Practices Pricing Job Aid or a similar Partner Job
Aid/Bulletin to determine when additional costs apply.
Table of Contents
Section 1: Standard Installation Requirements ............................................................... 2
1 Complete Installation Planning with Customer ...................................................... 2
2 Standard Installation Material ................................................................................ 3
3 Proper Electrical Compliance ................................................................................ 3
4 Properly Mounted Antenna .................................................................................... 3
5 Properly Aligned Antenna ...................................................................................... 5
6 Properly Cabled Service: ....................................................................................... 5
7 Properly Ground/Bonded Antenna: ....................................................................... 6
8 Properly Connected Service: ................................................................................. 7
9 Properly Managed Structural Penetrations ............................................................ 8
10
Complete Service Activation: ............................................................................. 8
11
Complete the Appropriate Customer Experience Activities: ............................... 8
12
Proper Installation Completion: .......................................................................... 9
Section 2: Standard Service Call Requirements ............................................................. 9
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Section 1: Standard Installation Requirements
1 Complete Installation Planning with Customer
1.1.1 Perform a site survey to determine the appropriate location for the
antenna that provides:
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A Ground Block installation location that is 20 feet or less from the location of
the approved Building Ground.
An appropriate location for the Ground wire and COAX cable runs.
A clear Line-of-Sight (LOS): Line-Of-Sight (L-O-S) verification requires the
use of a compass to verify the Azimuth and an Inclinometer to verify the
elevation. The LOS must have 5 degrees of clearance on all sides.
An approved mounting surface for the Mount Bracket (if used).
A mounting location at least 20 feet from overhead power lines, three feet
from any standard power circuit panel or electric light and 5 feet above the
walking surface.
1.1.2 Obtain Customer Agreement:
Prior to starting work, discuss the selected antenna location with the Customer.
Describe all work to be performed including any non-standard work, which may
have additional charges. Obtain the following from the Customer:
 Have the Customer confirm location information (Customer’s name, address,
contact number, etc.).
 Provide the Customer with the Technician Information (name, contact
number, etc.).
 Confirm the Outdoor Unit (ODU) mounting location.
 Confirm the location of the approved building ground.
 Determine the cable routes for both Ground and COAX cable(s).
 Determine the location of appropriate power to support the Indoor Unit (IDU)
installation location.
 Verify that the Customer’s Computer meets ViaSat requirements.
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2 Standard Installation Material
2.1.1 ViaSat/Partner provided Materials:
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One Outdoor unit (ODU): one antenna, one mount tube, one mount bracket,
two adjustable monopoles
One Indoor unit (IDU): one Satellite Modem, one Power Block, one AC
Power Cord, one 7-foot Ethernet Cable
2.1.2 Technician Provided Materials and Standard Trip Mileage:
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Travel less than 100 miles roundtrip from Technician’s office to customer’s
location and back. Refer to the GSA web site at www.gsa.gov and select POV
Mileage Rates for allowable charges when traveling over the 100 mile round
trip mileage.
Up to 150 feet of 3 GHz or higher rated RG-6 Solid Copper COAX cable.
Hardware necessary to mount, wire, ground, receive, and transmit the
WildBlue/Exede service, including:
o Compression F Connectors
o 3 GHz or higher rated Female-to-Female adapter(s) and Dual Ground
Block.
o 3 GHz or higher rated Dual Wall Plate or a Pass-through Wall Plate
o Dual or single cable Clips
o Feed-through Bushings
o ViaSat approved Pole, or other mount, as found on the ViaSat
Approved Mounting Accessories Technical Bulletin
3 Proper Electrical Compliance
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All antennas must be located at least 20 feet from overhead power lines and
three feet from any standard power circuit panel or electric light.
All aspects of the installation must be in full compliance with the National
Electric Code.
All aspects of the installation must be in full compliance with any and all
applicable state and local codes.
All aspects of the installation must be in full compliance with all ViaSat
specifications.
4 Properly Mounted Antenna
4.1.1 General Mounting Requirements:
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All antennas must be mounted a minimum of 5 feet above the walking surface
and out of reach to small children and adhere to all FCC rules and
regulations.
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If the antenna is mounted on a customer structure, the structure must be of
2x4 or greater wall framing. In addition the building must be secured to a
solid foundation. This could include but is not limited to, pillar foundations,
cinder block foundations, poured concrete foundation, etc.
4.1.2 Wall Mounting Requirements:
Wall mounts require structurally sound surfaces that can support the weight of
the mount and the antenna. Approved mount surfaces are:
 Wood or wood-composite panel/lap siding
 Brick or poured concrete
 Hollow cinder block
A wall mount requires the use of the Mount Bracket and both the right and left
monopoles, which are provided with the ODU. In addition, all mounting screws
(six in the mount and two on each stay) must penetrate through the building
siding into a wall stud with each of the four mounting points supporting at least
300 lbs of pull pressure and the four non-rotational connection points firmly
attached to the building surface. The wall mount bracket must be at least 16 from
the edge of the wall, window casement, and/or doorframe.
Finally, mounting screws inserted into masonry surfaces must be installed at
least 2” away from the mortar joint (never in the mortar joint), using the
appropriate anchors. The wall mount bracket must be at least 28 from the edge
of the wall, window casement, and/or doorframe.
4.1.3 Sloped Roof Mounting Requirements:
Sloped Roof mounts require structurally sound surfaces covered with asphalt
shingles that can support the weight of the mount and the antenna. Metal, slate
and shake shingles are not approved surfaces. A sloped roof mount requires the
use of the Mount Bracket and both the right and left adjustable monopoles, which
are provided with the ODU. Avoid installing a roof mount over a living area of the
building; use the overhang section of the roof whenever possible. In addition use
Bishops tape or tar based sealant, and install all mounting screws (six in the
mount and two on each stay) through the roofing and roof decking to penetrate
the roof truss or joist with each of the four mounting points supporting 300 lbs of
pull pressure and the four non-rotational connection points firmly attached to the
building roof decking.
4.1.4 Pole Mount Requirements:
Pole mounts require one of the pole types listed in the ViaSat Approved Mount
Accessories Technical Bulletin. A pole installation requires a trench, up to 20 feet
long, dug 6-inches deep, between the building and the pole location.
A hole of at least 36-inches (deeper if the local frost level requires it) is dug at the
pole location and 12” wide. The pole must be of sufficient length to bury the pole
no less than 36-inches into the ground (add additional pole length to
accommodate local frost levels greater than 36 inches), while allowing the top of
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the pole to rise 5 feet above the walking surface.. The pole must be anchored
with a non-rotating device installed at the base using at least 150 lbs of quick
setting concrete (3 bags), and able to support up to 1800 lb of pull-out pressure.
A pole with an outside diameter greater than 2 inches requires the use of a
ViaSat approved pole adapter.
4.1.5 Non-penetrating Mount Requirements:
Non-penetrating mounts must be one of the types listed in the ViaSat Approved
Mount Accessories Technical Bulletin. Non-penetrating mounts require
structurally sound, non-sloped roof surfaces. The mount requires the use of at
least 8 28-pound cinder blocks to provide appropriate ballast to sustain the
installation in a wind up to 65 MPH. Without going below the 8 block ballast
requirement, all installations will need to be adapted to the local normal weather
conditions using the manufacturer’s instructions. A ViaSat Pole Adapter is
required when the pole on the non-penetrating mount is greater than 2 inches in
diameter.
4.1.6 Under-eave Mount Requirements:
Under-eave mounts must be of a type listed in the ViaSat Approved Mounts
Accessories Technical Bulletin. Under-eave mounts are attached to a structurally
sound enclosed or open rafter (depending on mount type). Under-eave mounts
require the use of the adjustable monopoles provided with the antenna.
5 Properly Aligned Antenna
To attain a properly aligned antenna, the following activities must occur:
 Correctly assemble the WildBlue/Exede Service Satellite Antenna using
ViaSat specifications.
 Properly point and peak the antenna using the appropriate process for the
WildBlue/Exede Service ODU installed.
 Complete the Modem Lock process correctly at the Satellite Modem.
6 Properly Cabled Service:
6.1.1 COAX Cabling Requirements:
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Use only approved solid copper RG-6, rated 3 Ghz or greater, 75 Ohm, 60%
braid cable models.
Provide an End-to-end COAX connection from the Satellite Modem to the
WildBlue/Exede Service Satellite Antenna, not to exceed 150’ total length,
including any Indoor COAX Extension Cables.
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No COAX cable run used to support WildBlue/Exede service will have a bend
that has a radius (1/2 the diameter of a circle) of less than 3 inches. In addition,
all drip or service loops will have a diameter of no less than 6 inches.
When Dual COAX cable is used, the Technician will clearly identify the transmit
and receive cable runs by using the labeled cable on the receive run. (If Tape
Label used: Red for Receive and Green for Transmit – WildBlue Service only)
Use a wall plate that supports at least High Frequency Dual 3 GHz connectors or
a pass-through type wall-plate.
A standard COAX cable route includes drilling through one exterior wall and one
interior wall or floor.
Secure visible cable along appropriate horizontal or vertical structural lines using
screw-type Single/Dual Flexible Cable Clips or Vinyl Siding Cable Clips.
All pole mount non-flooded COAX cabling is enclosed in ½-inch, flexible PVC
conduit placed a minimum of 6 inches below ground level, using sealed, sweeptype conduit as it leaves the ground to protect it from grass trimmer damage.
All pole mount flooded COAX cable must be placed a minimum of 6 inches below
ground level and enclosed in sweep-type conduit as it leaves the ground to
protect it from grass trimmer damage. Flooded cable may only be used outdoors.
A ViaSat approved non-flooded coax should be used from the ground block into
the home and to the modem.
6.1.2 Ethernet Cabling Requirements:
Use the 7 foot RJ45-to-RJ45 Ethernet cable provided with the ODU to connect
the Modem to the Customer Computer.
7 Properly Ground/Bonded Antenna:
All grounding/bonding MUST meet NEC, state, local, and ViaSat specifications.
NO EXCEPTIONS! All antenna ground/bond installations must meet the minimum
ViaSat standards, and must also meet all federal, state, and local ground/bond
requirements.
7.1.1 Ground Block Installation:
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The Technician must provide an approved 3 GHz Grounding Block that is
installed in all COAX cable runs.
For the 3 GHz, or higher, single/dual ground block, the distance between the
Ground Block and the approved building ground must be 20 feet or less. The
ground wire must be a minimum #10 copper ground wire.
The Building Ground Connection must be unique and cannot be shared with
another ground run. The ground should always be as short as possible and
as straight as possible. The top five recommended approved building ground
connections are:
1) The use of an Intersystem Bonding Terminal (IBT) shall be used in
accordance with NEC guidelines.
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2) The use of a #6 bare copper wire connected to the main house ground.
3) The use of a ground rod connected to the main house ground.
o If the distance between the ground block and the building ground is
greater than 20 feet, the technician may ground to a properly
bonded ground rod installed by a qualified electrician which must
be back bonded to the main house ground.
4) A galvanized ground strap attached to a metal electrical raceway or
conduit. Always use like materials for the strap and wire.
7.1.2 Antenna Grounding Materials:
The Technician must provide and install (per ViaSat instructions) the following
Antenna grounding materials:
 WildBlue Service: One Dual Ground-lug attached to the foot plate
Exede Service: One Single Green Ground-screw attached to the designated slot
on the foot plate
The Technician must provide and install (per ViaSat instructions) the following
Antenna to building grounding materials:
 One High-Frequency Single or Dual-Ground Block (Exede or WildBlue
Service)
 A length of COAX cable (dual or single as required) with an attached #17
messenger ground wire or, if messenger ground wire is not used, #10 copper
ground wire. This ground wire is attached to the Mount Bracket at one end
and one of the ground screws on the High-Frequency Single or Dual-Ground
Block at the other.
 One length of #10 copper ground wire attached to the one of the ground
screws on the High-Frequency Single or Dual-Ground Block at one end and
the appropriate building ground on the other no greater than 20 ft.
8 Properly Connected Service:
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The Technician will use only approved parts. All F Connectors must meet or
exceed the ViaSat specifications below and be installed using an appropriate
Compression Tool.:
Moisture Migration:
Water Immersion:
Passes SCTE interface moisture
Passes Bellcore water immersion test
migration test (SCTE IPS TP 013)
(GR-1503-CORE)
Shielding Effectiveness:
Better than -80 dB
Pull Force:
Pull force exceeds SCTE
Recommendations
Port Interface:
Meets SCTE IPS SP 401
recommended “F” port interface
specification
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Materials and Construction of Connector Components:
Body:
Shell & Nut:
Black UV resistant polymer
C36000 Brass Alloy with nickel plating
Post:
C36000 Brass Alloy with bright tin
plating
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Cable Preparation:
One step cable preparation of 1/4 ”[6.5
mm ] Braid and Dielectric and 5/16: [8.0
mm] center conductor
The Indoor COAX cable terminations must be properly dressed and be finger
tight.
All floor connections must have Feed-through Bushings leaving 3 inches of
COAX Feed Cable above the floor and a High Frequency 3 GHz Female-toFemale connector.
All wall connections must have Dual Wall Faceplates with High Frequency 3 GHz
connectors. If requested by the customer, pass-through wall plates are also
approved.
9 Properly Managed Structural Penetrations
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Outdoor, 90-degree structural penetrations must have a 6-inch service loop,
Feed-through Bushings, and be weather sealed with appropriate silicone.
All structural penetrations require Mounting Bracket that is appropriately sealed.
10 Complete Service Activation:
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The Technician must successfully complete the appropriate Satellite Modem
Provisioning process based on service type: WildBlue or Exede.
For SurfBeam (WildBlue Service) Modems:
o The Technician must install the WildBlue Optimizer on the Customer
Computer if the computer has an Optimizer supported Operating System.
The Technician must verify that the following Computer settings are correctly
configured, either through Optimizer installation (WildBlue Service) or manual
configuration (Exede Service):
 DHCP
 Internet Browser Settings
11 Complete the Appropriate Customer Experience Activities:
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The Technician shall make sure the new WildBlue/Exede Service passes the
Internet Access Test.
The Technician shall complete the required Customer Account Activation and
Customer Education processes required by either ViaSat or the applicable
ViaSat Partner.
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12 Proper Installation Completion:
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The Technician shall obtain the customer’s signature on the ViaSat/Partner
Service Agreement
For all Dead on Arrival (DOA) equipment, the Technician shall complete the
Technician Return Merchandise Authorization (RMA) Request process as
required by ViaSat/Partner.
The Technician shall clean up any mess made during installation and remove all
installation debris (cable scraps, wire ends, packaging, boxes) from the customer
premises.
Section 2: Standard Service Call Requirements
The ViaSat Professional On-site Service Call shall ensure the restoration of the
WildBlue or Exede service to a working condition that parallels a successfully completed
WildBlue/Exede standard service installation.
The Technician shall be required to bring back to specification any installation of a
WildBlue/Exede System found to be out of specification, regardless of the original
nature of the Service Call.
All Service Call testing and trouble resolution processes are completed using the
Technician provided laptop. All Customer equipment (Routers, Computers, etc.) are
disconnected from the modem during all Service Call processes until the service is
restored to working condition.
Any and/or all of the following actions may occur during a service call:
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Travel less than 100 miles roundtrip from Technician’s office to customer’s
location and back. Refer to the GSA web site at www.gsa.gov and select POV
Mileage Rates for allowable charges when traveling over the 100 mile round trip
mileage.
Verify that the original installation meets all ViaSat standards; if not, the
Technician must bring the installation up to standards.
Problem isolation inspection.
Ensure all connections from the ODU to the building ground are intact and
secure and meet ViaSat Installation requirements, along with NEC and Local
Codes.
Re-point the antenna and peak the signal for optimal performance.
Replace damaged or failed IDU (Satellite Modem) or TRIA on ODU.
Ensure the update of ViaSat/ViaSat Partner inventory systems with the
replacement TRIA and/or Modem information.
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Ensure all connections from the ODU to IDU to the customer’s computer are
intact and secure and meet ViaSat Installation requirements.
Re-provision replaced IDU (Satellite Modem).
Verify service connection to the Network
Verify or complete ISP registration (as defined by ViaSat or the ViaSat Partner)
the primary email has been setup.
WildBlue Service only: Verify that the Optimizer has been run on the Customer
Computer.
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