General Information / FAQs

Read through our most frequently asked questions for information about our services and plans.

General FAQs

Will customer support be available?

Yes! 24x7x365 phone support is available. Home customers can call 1-888-339-7150, while Business customers can reach us at 1-888-499-9434.

How do I get the new service?

Click on the Housing or Business Customers section above and click the button to sign up for internet or cable service.

What's the installation process like?

For lodging facilities, there will be full Wi-Fi coverage throughout each room for guests to seamlessly connect for free.

For FFR Buildings, modems and access points will be installed to provide free connectivity to patrons and guests of the facility.

For UH Buildings, modems will be installed throughout the rooms to provide thorough Wi-Fi coverage. Sailors can sign up and select from a variety of speed options tailored to their preferred internet usage. Accounts and rate plans will be consistent and completely seamless with all other goWiFi accounts associated with UH facilities at Navy Bases in the United States. This means if you already have a goWiFi account from another base, you can use the exact same account at NSGB. Alternatively, if you create a new goWiFi account at NSGB, you can use that same account at goWiFi networks on Navy Bases where other goWiFi networks are available. Visit our website at http://gowifinavy.com/ for a list of these specific bases.

For Family Housing, a modem will be installed in your residence and allow you to connect to the internet via hardwired ports and Wi-Fi. Only ViaSat modems will be permitted; non-ViaSat modems are prohibited from being connected to the network under any circumstances. You will have the option to connect your own Wi-Fi router/device to our modem. The installed modem will belong to ViaSat and stay in the residence permanently, however you will still own and operate any Wi-Fi device you provide. These FH accounts are unique to NSGB and can only be used in your residence.

How can I access the Internet before my service is activated?

ViaSat has enhanced FREE public hotspots in common areas around the base to ensure you always have a way to stay connected.

WINDWARD SIDE
Bldg B763 - School Liaison Office - Iguana Café Bldg B2148 - Youth Center
Bldg B692 - Bowling/ITT Bldg B2156 - Tierra Kay Liberty Center
Bldg 2155 - Navy Exchange Atrium Bldg B1042 - Marina
Bldg B760 - MWR Bldg Bldg B2527 - Golf Course
Bldg AV81 - Arts & Crafts Bldg B692 - Teen Center
Bldg B1110 - Bayview Club Bldg BH5 - Hospital Q5 Liberty Center
Bldg B1114/1112 - Triple C / Jerk House Tiki Bar Bldg BM218 - Goat Locker
Bldg B1670 - Deer Point Liberty Center Bldg B151 - Cuban Club
Bldg B1673 – Windjammer Bldg BWR23 - Denich Gym
Bldg B1679 - Marine Hill Liberty Center Bldg B1843 - Auto Skills
Bldg B3200 – CDC Bldg B759B - Downtown Lyceum
Bldg B2135 - Fleet & Family
LEEWARD SIDE
Bldg AV600 - AMC Airport Bldg AV640 - Clipper Club
CAMP AMERICA
Bldg B2223 - Camp Bulkeley Gym Bldg B2252 - Pirate's Cove
Bldg B2508 - Camp America Liberty Center

What equipment is needed to access the Internet?

As long as your personal device is Wi-Fi or Ethernet capable (depending upon the requirements of your plan) and can access an internet browser, it can connect to any of our networks. If you are having difficulty connecting, please call our customer support line at 1-888-339-7150.

For UH, FH, or lodging facilities, ViaSat will provide internet modems free of charge across NSGB. These modems are owned by ViaSat and will remain in the house/room as residents move in or move out. The modems will be clearly labeled, so please do not remove, move, or adjust the modem unless instructed by a ViaSat representative. Non-ViaSat modems are prohibited from being connected to the network under any circumstances, as they result in service degradation for all NSGB users. For Family Housing, you may plug in your own equipment (router/extender/etc.) to the ViaSat cable modem, and you will continue to own and be responsible for your personal equipment.

How can I make changes to my service or update my credit card information?

If you create a gowifi account (for UH or FH facilities), you can access your account or make changes to your service by visiting gowifinavy.com.

Is there a data allowance?

No, there is no data allowance. Use as much data as you like!

How am I billed?

Commercial customers will be billed according to their service agreement. For FH or UH accounts, you will be billed electronically by credit card. There will be numerous free Wi-Fi networks located throughout the base in FFR and lodging buildings which will not require any payment or billing.




Family Housing FAQs

How many devices can I connect?

You can connect an unlimited number of devices on FH networks.

Can I use my Family Housing Account Access around the entire Base?

Family Housing accounts are unique because of the higher speeds and unlimited devices, therefore your FH account can only be used within your own residence, not throughout the base.

Can I plug in my own router?

Yes! In FH residences, you can plug your own Router into the ViaSat-supplied modem. While the ViaSat modem also comes with built-in Wi-Fi which you can use at your own option, if you choose to add your own router, listed below are manufacturer links to four of the routers commonly available at the NEX that ViaSat recommends:

ViaSat can assist with the initial setup and connection of these routers to your modem. If your router is not one of these supported models, we will not have the expertise to assist you in connecting it to our platform.

How much does the Internet service cost?

Cost varies depending on speed, between $69.95 and $129.95 per month.

Are there any other fees or charges?

No, there are no other fees or charges. All taxes and fees are included.

If I sign up for a plan, are there any contracts?

No! There are no contractual commitments. You may cancel at any time with no additional charges. The monthly plans will auto-renew each month if no cancellation request is received.

How fast is the Internet service?

Speeds vary by plan, between 10 Mbps and 75 Mbps.

I’m having issues using my Xbox for live gaming. What can I do?

The Xbox Live gaming networks require special configurations on the user’s router to play on the Microsoft network. Please see the following URLs for additional information:

http://support.xbox.com/en-US/xbox-360/networking/network-ports-used-xbox-live

http://support.xbox.com/en-US/xbox-one/networking/network-ports-used-xbox-live

When I try to connect to the PlayStation Network, I get an error code. What does this mean?

Users have reported they are receiving error code WS-37397-9 when attempting to sign in to the PSN. This error means that Sony has blocked the IP address of your location for activity that Sony has deemed in violation of the PlayStation Network Terms of Service and User Agreement.

This block is done by Sony on their servers, and it is out of ViaSat’s support scope. Our attempts to gain more information from Sony's representatives have only provided what the error code means. Fortunately, the blocks have normally been lifted after 48 hours. While this is unofficial, this has been our experience.




Unaccompanied Housing FAQs

How many devices can I connect?

The number of connected devices depends on the type of plan, between 1 and 3.

Can I use my Unaccompanied Housing Account Access while I am on Base?

Yes! You can use the same login on any goWiFi network on Naval Bases worldwide. This includes FREE goWiFi networks located in MWR Facilities:

WINDWARD SIDE
Bldg B763 - School Liaison Office - Iguana Café Bldg B2148 - Youth Center
Bldg B692 - Bowling/ITT Bldg B2156 - Tierra Kay Liberty Center
Bldg 2155 - Navy Exchange Atrium Bldg B1042 - Marina
Bldg B760 - MWR Bldg Bldg B2527 - Golf Course
Bldg AV81 - Arts & Crafts Bldg B692 - Teen Center
Bldg B1110 - Bayview Club Bldg BH5 - Hospital Q5 Liberty Center
Bldg B1114/1112 - Triple C / Jerk House Tiki Bar Bldg BM218 - Goat Locker
Bldg B1670 - Deer Point Liberty Center Bldg B151 - Cuban Club
Bldg B1673 – Windjammer Bldg BWR23 - Denich Gym
Bldg B1679 - Marine Hill Liberty Center Bldg B1843 - Auto Skills
Bldg B3200 – CDC Bldg B759B - Downtown Lyceum
Bldg B2135 - Fleet & Family
LEEWARD SIDE
Bldg AV600 - AMC Airport Bldg AV640 - Clipper Club
CAMP AMERICA
Bldg B2223 - Camp Bulkeley Gym Bldg B2252 - Pirate's Cove
Bldg B2508 - Camp America Liberty Center

How much does the Internet service cost?

Cost varies depending on speed, between $7.95 and $49.95 per month.

Are there any other fees or charges?

No, there are no other fees or charges. All taxes and fees are included.

How fast is the Internet service?

Speeds vary by plan, between 3 Mbps and 30 Mbps.

Which Speed Plan do I need?

Basic Plan – General internet browsing and email

Gold Plan – General browsing with multiple devices connected at the same time

Platinum Plan – Steaming video, skype, or video games

I’m having issues using my Xbox for live gaming. What can I do?

The Xbox Live gaming networks require special configurations on the user’s router to play on the Microsoft network. Please see the following URLs for additional information:

http://support.xbox.com/en-US/xbox-360/networking/network-ports-used-xbox-live

http://support.xbox.com/en-US/xbox-one/networking/network-ports-used-xbox-live

When I try to connect to the PlayStation Network, I get an error code. What does this mean?

Users have reported they are receiving error code WS-37397-9 when attempting to sign in to the PSN. This error means that Sony has blocked the IP address of your location for activity that Sony has deemed in violation of the PlayStation Network Terms of Service and User Agreement.

This block is done by Sony on their servers, and it is out of ViaSat’s support scope. Our attempts to gain more information from Sony's representatives have only provided what the error code means. Fortunately, the blocks have normally been lifted after 48 hours. While this is unofficial, this has been our experience.