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ViaSat, Inc.

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ViaSat, Inc. Reviews (2282)

Complaint: ***
I am rejecting this response because:I have called that number times a week since December of last year every time I call they are very friendly and "ok you should have a box with in 3-days and if not please notify us" I have not received a box and I have worth of charges on my account!!! I have not checked my credit report yet but they state If this is not taken care of I will be turned over to collectionThis is the worst company I have ever dealt with!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on August 18, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s
modem and transceiver within days after they terminate serviceFailure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxesCustomers are advised of this when they call ViaSat to disconnectViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after the disconnectionThis box is delivered to either the address on file or a valid mailing address provided by the customer
Our records show Ms*** called ViaSat on September 14, to disconnect her account because she had movedDuring this conversation, Ms*** advised that she would need a technician to take down the transceiver on her behalf because she was no longer at the locationDue to an error, Ms***’s service call was not ordered as requestedWe apologize for any frustration this may have caused her to experienceMs***’s account was disconnected the same day
ViaSat charged Ms*** $in unreturned equipment fees on October 20, 2015, but the payment failedMs*** called ViaSat about the balance due on October 30, During this conversation, she advised that she had never received the prepaid UPS box, and that she would be unable to return the transceiver because she had movedMs*** was advised that the charge for the unreturned transceiver would be waived, but the balance due for the modem would remain until the piece was returnedUnfortunately, the representative failed to waive the taxes associated with the unreturned transceiver ($10.12)
On November 2, 2015, Ms***’s account was sent to outside collections for the remaining balance due of $for the unreturned modem and the taxes associated with the unreturned transceiverViaSat’s modem was returned on November 12, 2015; subsequently, a total of $was waived from the collections balance on November 30,
In order to resolve this complaint, ViaSat will have the remaining $removed from collections and waived in fullThis request has been escalated as of March 10,
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Freedom service plan at $a month, plus applicable taxes and a $monthly equipment lease feeMs*** service plan is governed by Viasat’s Bandwidth Usage
Policy. Pursuant to Viasat’s Bandwidth Usage Policy, when a Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing period. This may result in slower speeds when the network is busy. If the customer has used greater than GB, Viasat may contact the customer and give them the option to reduce their usage or transition to another service plan. If they did neither, Viasat may terminate service. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** *** on July 3, 2015.Viasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at www.account.viasat.com.Between June 18, and June 21, 2018, Ms*** contacted Viasat multiple times in regards to her recent monthly billingShe requested information on the charges, and why the amount was higher than usualViasat representatives advised her of the details of the charges and why her monthly billing had increased for that billing. On July 12, 2018, Mr*** contacted Viasat in regards to requesting an upgrade to his current service planA Viasat representative went over the benefits of Mr*** current plan and his requested plan, and Mr*** determined no changes should be made. On July 16, 2018, Mr*** contacted Viasat in regards to his data usageHe stated that he had used GB out of his GB monthly data allowanceA Viasat representative offered to review Mr*** data usage to determine the sourceMr*** stated that the service was used for playing games, which the Viasat representative advised could use up great amounts of data very quicklyMr*** stated that only one device was connected to his wireless internetThe Viasat representative reviewed Mr*** account and advised him that the most data usage was showing to have been consumed on July 13, between the hours of AM to PMMr*** disputed this usage, and the call was disconnected.On July 17, 2018, Mr*** contacted a member of Viasat’s Corporate Resolution Team (CRT) in regards to his data usageMr*** again stated that only one device should be connected to the wireless internetThe CRT representative reviewed Mr*** account and determined that six devices had recently been connected to the wirelessThe CRT representative advised Mr*** about updating his third party router wireless network password to prevent against unauthorized usageThe call was then disconnected.A review of Ms*** account performed on July 18, reveals that Ms*** has used approximately GB out of her GB monthly data allowance with a reset date of August 4, Due to using over the GB data allotment, Ms*** account is in a status that will slow most forms of internet usage, as described in Viasat’s Bandwidth Usage Policy above. A review of Ms*** devices shows six devices that have been recently connected to Ms*** modemIf Ms*** continues to experience issues with her data usage we advise her to look for the common causes for high data usage, programs that are running in the background, and whether her router is secure.In resolution to this complaint, Viasat has added five free GB to Ms*** account as of July 18, At this time, Viasat does not agree to refund any funds collected for services providedIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr*** rebuttal to our attention. As per our previous response, our records indicate that Mr*** disconnection was processed on April 13, We apologize for any inconvenience this may have caused him. On May 12, 2016, Mr*** account was billed $567.47, $for early termination fees and $for his first month’s past due balanceSince Mr*** had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr*** accountOn May 31, 2016, that balance was written off to Viasat’s collections agenciesHowever, per our last response, Mr*** account was fully removed from collections on February 21, 2017. Viasat did not report Mr*** account to any credit agencies.At this time, Viasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I am not rejecting it totally I just didn't know how to respond to your emailThe account was under my name and *** *** and the phone number on the account is ###-###-####
Sincerely,
*** ***

As stated in ViaSat's previous reply, ViaSat is unable to provide Ms*** with the detailed records she's requestWe apologize for any inconvenience this may cause her to experienceIn order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22,
If Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityWe also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage
If Ms*** wishes to disconnect her account, she may contact ViaSat's 24-hour Customer Service Department at ###-###-####
Thank you
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms***’ complaint to our attention.Viasat does not recommend the use of virtual private network (VPNs) or remote computer access applications with Viasat’s service. Customers are informed at the time of sale that Viasat’s service may not work well with such
applications. In addition, Section of the Customer Agreement signed by Ms*** *** on February 6, 2018, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.”The Customer Agreement, also available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Ms*** was receiving Viasat’s Unlimited Data Bronze Mbps service plan at $a month, plus Viasat’s Voice service plan at $a month, Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.***, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms. Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Ms*** contacted Viasat on March 1, in regards to receiving slow speeds with her planAt the time, Ms*** had used approximately GB of her unlimited dataShe was advised that since she had gone over the GB threshold, her usage could be prioritized behind that of other customersMs*** requested to disconnect her services, and was advised of early termination fees that would applyMs*** requested a waiver due to misinformation she stated she received at point of saleShe also stated that she used a VPN service during her work at homeA Viasat representative advised Mr*** of how a VPN service could work with Viasat’s services, and Ms*** again requested a waiver of early termination feesMs*** was correctly advised that her early termination fees would be valid, but that an internal investigation would be completed in regards to her saleMs*** was read disclosures, including information about early termination fees and the return of equipment, and the request for her future dated disconnect was successfully processed.On March 6, 2018, Ms***’ account was successfully disconnectedOn March 8, 2018, Ms*** was billed $in early termination feesThe amount was not successfully collected until April 6, 2018. In resolution to this complaint, and as an offer of goodwill, Viasat will agree to refund half of Ms***’ early termination fees in the amount of $Viasat has processed this refund as of April 10, 2018, and Ms*** should see the funds within the next three to five business days. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-866-463-9333. Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedThe Customer Agreement provided to each new customer, and and also available at exede.com/legal, commits each customer to a 24-month minimum service
term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termBetween January 10, and March 30, 2017, ViaSat received contact from Ms*** on numerous occasions regarding her ViaSat account and information regarding the installation of the ViaSat equipmentOn January 30, 2017, Ms*** disconnected her ViaSat account as she stated that the services never workedDuring this conversation, Ms*** was educated on the early termination fees as well as the equipment return policyViaSat received Ms***’s leased ViaSat equipment on March 4, Between November 8, and February 4, 2017, ViaSat collected $for the activation fee ($99.99), monthly services ($146.96), and the early termination fees ($400.97)However, on February 10, 2017, ViaSat received chargeback from Ms***’s bank for all chargesTherefore, on March 21, 2017, her ViaSat account was written off to our outside collections agency for the past due balance of $In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat agrees to remove Ms***’s account from the collections process for the full balance of $647.92. Ms***’s account was removed from collections on March 31, 2017. ViaSat did not report Ms***’s account to any credit agenciesThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused Mr***’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s
Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Mr*** on June 8, Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work The most common causes for high data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on Facebook or through SnapChat). Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costWe apologize that Mr*** feels that the service is not meeting his needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should Mr*** wish to disconnect the accountMr*** can call Customer Care at ###-###-#### and reference ticket number *** Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, the Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwide and are being launched in segmentsIt’s not uncommon in the telecommunications world to have different plans and packages available in different areasViasat does not have a defined timeline for when the VWG products will be available in certain areas or all customers
Viasat still does not agree to waive Mr*** early termination fees of $in full; however, Viasat has agreed to waive half of the chargeThis has been processed as of April 30, 2018, leaving Mr*** responsible for early termination fees of $
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any confusion she may have experienced
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and installation requirementsThey are also advised that ViaSat
pre-authorizes their payment method for $to confirm that the payment method is validThe pre-authorization is immediately reversed after confirmation; however, some card-issuing banks may hold the funds for up to approximately three days based on bank policiesViaSat does not collect this amount, nor is it an account setup or installation feeWe apologize if Ms*** feels these points were not communicated to her satisfaction
Regarding the upfront standard installation fee of $99.99, our records show that ViaSat is currently offering free installations in Ms***’s areaDue to an error, Ms*** was charged the $on February 1, We apologize for any frustration she may have experienced because of this
Ms*** called ViaSat on February 3, to cancel her installation because she did not have permission from her landlord to have a dish installed at the homeDuring this conversation, Ms*** mentioned that she’d been charged the $installation feeMs*** was refunded for this amount the same dayIt may take three to five business days from the issue date for Ms*** to see the amount deposited back into her account
We apologize for any frustration Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms*** complaint
Thank you for the opportunity to respond

Thank you for bringing Mrs*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement provided to each new subscriber, signed by Mr*** on July 2, and also available at ***, states
ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termOn July 8, Mrs*** spoke with a ViaSat representative who did advise her that should ViaSat be unable to resolve her connectivity issues and she chose to disconnect her account, the early termination fees would be waived in their entiretyViaSat received a call from Mr*** on July 11, 2016, to request the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was advised that only half of the early termination fees would be waived and not half. We apologize for any confusion or frustration this situation may have causedOn August 15, 2016, Mr*** did contact ViaSat to make a onetime payment of $for the early termination fees and the remaining balance of $was left on their accountIn order to bring resolution to this complaint, ViaSat has waived the current balance owed of $and requested to send a refund check for the payment of $collected on August 15, As ViaSat does not have a payment method on file, the refund has to be issued via a checkThe refund check should be received by Mrand Mrs*** in two to three weeksThank you for the opportunity to respond

Thank you for bringing Ms***' complaint to our attentionWe apologize for any issue she may have experienced with ViaSat's speed of service
At the time of sale, customers are made aware of ViaSat's 24-month minimum service term commitment and if service is canceled prior to the minimum
service term, early termination fees will applyThey are also informed that speeds may vary and are not guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms*** on November 4, and available at exede.com/legal
Our review of Ms***' October 30, shows that she contacted ViaSat to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms*** that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeAt no point was Ms*** advised that she would be given with a day trial periodThe service was installed at Ms***' home on November 4,
ViaSat received a call from Ms*** on December 9, because she was experiencing slow speeds and wished to disconnectDuring this conversation, the ViaSat representative offered to guide Ms*** through troubleshooting as resolution to her issue, but Ms*** declined as she was not at homeMs*** also advised that she just wished to disconnect service, and requested to speak to a supervisor regarding the early termination feesDuring the call transfer, the line droppedThe agent attempted to reach out to Ms*** again, but there was no answer
Ms*** called ViaSAt on December 16, to see if there was a lower plan available in her areaUnfortunately, due to a technical issue on ViaSat's end, the ViaSat representative was unable to provide Ms*** with this informationDuring this conversation, Ms*** inquired about disconnecting, at which time she was reminded of her signed Customer Agreement and 24-month minimum service termMs*** acknowledged that she would be charged an early termination fee if she disconnected, but chose not to move forward with it at that time
As ViaSat was not provided with any opportunity to resolve her issues, if Ms*** chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination fees
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I never received any information. also never asked to keep the service on for hours so that I could talk to any one elseFact is that the person informed me that he had to speak to some one higher upI asked that service be turned off repeatedly. Finally I was forced to DEMAND THAT SERVICE BE STOPPEDNo matter how many times I tried to commutate trying to Resolve this issue I got the same responseThat they had to speak to some one higher upI honestly can't believe that this is still going onNo consumer should have to go through this.
Sincerely *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Ms***’s response to ViaSat’s attentionWe apologize for any confusion she may have experiencedAs stated in ViaSat’s previous response ViaSat has issued the refund back to Ms*** on September 7, ViaSat has not received any fax regarding the overdraft feesMs*** will want to contact customer care at ###-###-#### and fax over the bank statement at that time to make sure the fax is receivedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat attentionWe apologize for any confusion or frustration this situation might have caused On October 6, 2016, Ms*** contacted ViaSat to request to have her payment method removed from her ViaSat accountDuring this
conversation, Ms*** was offered $off her account for twelve months as a gesture of good faithMs*** accepted this offer, but still decided to remove her payment method from her ViaSat account Between October 6, and today, April 27, 2017, ViaSat has not received any contact from Ms***ViaSat was unable to collect Ms***’s monthly service charges on her account between October 6, and January 24, when her account was disconnected due to nonpayment On March 27, 207, Ms***’s ViaSat account was sent to our outside collections agency as she had a past due balance of $for the monthly service charges ($111.16) , early termination fees ($93.88) , and failure to return the leased equipment ($318.00) At the time of disconnection, Ms*** was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it will include return instructions. Ms*** did not contact ViaSat’s 24-hour Customer Service department to advise she needed assistance with returning her leased equipment As of today, April 27, 2017, Ms***’s ViaSat account has been sent to our outside collections agency for the past due balance of $ViaSat will agree to remove the balance owed for failure to return equipment ($318.00) once the leased equipment has been returnedIf Ms*** would like to schedule a service call to have the equipment retrieved, please have her contact ViaSat’s 24-hour Customer Service at ** ***However, the charges for the past due monthly service charges and early termination fees are valid per the Customer Agreement Thank you for the opportunity to respond Tell us why here

Initial Business Response /* (1000, 4, 2015/11/20) */
Thank you for bringing Mr*** complaint to our attentionWe apologize for any issue he *** have experienced regarding ViaSat's billing process
The Customer Agreement signed by Mr*** on June 15, states that monthly fees including
applicable taxes and surcharges are payable in advanceCustomers are also made aware of this at the time of the saleThe Customer Agreement also states that monthly fees will apply for each and every month (or portion of a month) that they are a subscriber, beginning with the date their Internet service is activatedEach customer has access to ViaSat's Customer Agreement at exede.com/legalNew customers are provided a link to the Customer Agreement in an order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation
Our records show Mr*** contacted ViaSat on September 16, to disconnect his accountDuring this conversation, Mr*** was offered $off her monthly bill for twelve months; however, Mr*** declined this offer and requested the disconnection of his ViaSat account
We apologize for any misunderstanding regarding the billing details of the service plansMr*** account was disconnected per his request on September 16, In order to bring this complaint to resolution, ViaSat will agree to waive the balance owed of $
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Exede never completed their “detailed investigation” into the source of data usage or provide we used the data, after claiming they would for over a month. They made accusations against the accuracy of router data usage monitoring without providing any proof to their claims. We reject their claims that we are the source of the data usage at the rate of 18GB in less than 24hrs. Data usage at that rate is not consistent with our typical data usage, our equipment was monitored or shutoff, our router showed a fraction of data usage claimed by Exede, they indicated machines that are not on our network, they claimed software (peer-to-peer) being used that we do not have.We will terminate use of this internet service provider as soon as alternate arrangements can be made
Sincerely,
*** ***

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Address: 349 Inverness Dr S, Englewood, Colorado, United States, 80112-5882

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