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ViaSat Reviews (959)

Initial Business Response / [redacted] (1000, 4, 2015/12/18) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Upon receipt of your complaint ViaSat attempted to locate your account, but was unable to do so with the information providedViaSat would like to bring this complaint to resolution, and in order to do so, if Ms [redacted] could provide the account number, the phone number, or name listed on the account we can better assist in resolution Thank you again for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our [redacted] .Our review of Mr [redacted] account shows that he contacted [redacted] on December 2, to order [redacted] service bundled with Viasat’s internet serviceThe [redacted] sales agent was required to make Mr [redacted] aware of the following points We apologize these points were not communicated to Mr [redacted] at the point of sale.Unfortunately, purchasing Viasat’s service with [redacted] does not bundle the billing Viasat and [redacted] handle customer billing for their own services and therefore, Mr [redacted] was billed separately by Viasat for Internet service It is our goal to provide you with the best internet experience possible However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records indicate that Mr [redacted] services with Viasat are still activeIf Mr [redacted] would like to discontinue his services, Viasat will agree to waive his early termination fees in fullA review also indicates that Mr [redacted] has a past due balance of $for services billed in advance on January 8, Viasat will also agree to waive this balance as of January 10, in a gesture of good faith to Mr [redacted] for the any misinformation he might have received at point of saleShould Mr [redacted] choose to disconnect services with Viasat, he is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr [redacted] would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at ###-###-#### in reference to ticket no [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:I previously filed a report with Revdex.com for NUMEROUS reasons about months ago describing the horrible business practices that exede had shown me and named many, many reasons why I was filing the reportAfter filing the report, I was approached by an exede employee who offered for me to cancel my service and to waive the early termination feesI agreed to thatHe gave me a reference number to give the customer service representative when cancelling my account to waive the early termination feesWhich I didAfter asking the representative NUMEROUS times if the fees were waived, he reassured me NUMEROUS times that they were in fact waivedAwesomeMy year long nightmare experience with exede was finally overOnly it wasn'tweeks later I happened to be looking at my bank statement only to find a charge from exede internet for $on 12/24/2016, weeks AFTER I had cancelled my accountUpon calling them to figure out why they took $from me, they informed me that it was for the early termination feeThe early termination fee that I had been assured and reassured numerous times was not going to be charged to meSo not only does the representative lie to me saying that I wouldnt be charged an early termination fee, but they still feel entitled to go behind my back and into my bank account and take my money weeks after I cancel my service with them and after they promised and assured me that my early termination fee would be voidedThis was all done with absolutely NO warningMeaning that I never received any email, no phone call, no letter in the mail, nothingThey just took my money.I now had to take time out of my day at work to call them to figure out why I was charged, and also time to call my bank to block any further charges that exede may feel entitled to without telling me.? Give me back the money from my bank account that you unrightfully stole from me with no warning or explanation Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I have attached my "monthly usage meter"You can see that it does not reflect where data is being used, and this is a deceptive practice by ViasatMy package includes free email and web browsing, with no restricted hours on that useHowever, Viasat Revdex.com response states my usage is from web browsingSince I can't see that on the attachments, as a customer I never know where the data is really being usedHowever, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email useMy service has been out for weeks out of this past month, and I am not aware of any credit for $or $195.35, as they should not be charging me for the lost weeksIf they are indeed crediting my account, there should be no charge for these weeks, the $can cover April (minus the weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $starting in May.? Their math is wrong: $for April, + $for May, then a credit of $19.99/month for the other months would total $for those months, so the total they are telling you they are crediting me is $but their totals of $225.34+ $is $They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $for April and May, which still leaves me a credit of $From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usageI have been complaining along with MANY other about thisWe've been on vacation with the Exede modem not working at all, and had data usedThere is no way our account used itIf the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their accountWhen you call, they ALWAYS turn it back to the customer.? This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude.? ? Sincerely, [redacted]

Thank you for bringing your complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situationThe Customer Agreement provided to each new subscriber, signed on March 22, and also available at exede.com/legal, 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 June 1, 2016, a ViaSat representative made contact with you regarding the early termination feesIn order to bring the complaint to resolution and as the fees had yet to be collected, the representative agreed to waive the early termination fees of $Given this information, ViaSat believes that this complaint has been resolvedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:You have not done anything to correct the situation Our phone number associated with the account is: ###-###-####.The complaint regards why they will not answer emails regarding my questions and expect me to call in Unfortunately, I have another issue with Exede in that after speaking with two different Tech Supports, I received a two different answer as to why our internet kept on going in and out The first time was that the dish was not aligned; the tech was dead set this was the issue and then proceeded to try and sell us on a maintenance plan After I confirmed the dish did not move (it was tightly fastened in position and to the structure) and the fact we have another satellite dish (DirectTV) right next to it which is working fine, I contacted them again After the second time in speaking with them, the tech NOW said it was due to the modem At that he again tried selling a service plan or would be charging $for a service personnel to come out More unfortunate is that we received multiple answers as well as were going to be charged for a device (the modem) that is leased! Why the hell would we pay for something to be fixed, which we are already paying for in service for something that is not ours and expect it to work properly? Further, what's to stop them from making it not work properly to be able to charge people for service calls Thankfully, the service technician consulted a supervisor and authorized a service call free of charge for tomorrow We will wait and see what this brings, but still am very frustrated with their lack of customer service in responding to emails, especially when they offer chat sessions, and the fact we were given the run-around on what the issue actually was Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationWe apologize if Ms [redacted] did not receive a copy of her contractWe have attached the copy to this reply.The Customer Agreement provided to each new customer, and signed by Mary [redacted] on April 3, 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 term.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy Each of these points is further addressed in Viasat’s Customer AgreementOur records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMs [redacted] ‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer AgreementOn April 10, 2018, Ms [redacted] contacted Viasat to request a disconnection of her account due to experiencing slow speedsA Viasat representative requested the chance to look over Ms [redacted] account, as Ms [redacted] would be subject to early termination fees if she proceededMs [redacted] stated that she wasn’t made aware of this, nor of her plan details, which the Viasat representative advised her onTroubleshooting was begun, but was not completed due to Ms [redacted] needing to disconnect the call.On the same day, Ms [redacted] contacted Viasat a second time to request a disconnection of her account due to misinformation she believed she received at point of saleWe apologize for any misinformation that might have been given to Ms [redacted] at point of saleIn resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees in should she choose to disconnectHowever, as Ms [redacted] was using the service, Viasat does not agree to issue her a refund for the monthly service fees of $42.78.If Ms [redacted] would like to take advantage of this offer of a waiver of early termination fees, she may contact Viasat’s 24-hour Customer Care at 1-855-463-in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] response to ViaSat’s attentionAs stated in the previous response ViaSat has agreed to waive the full amount for the early termination fees; however, there will be no refunds issued as the service was installed and usedIn order to arrive at a resolution ViaSat will also agree to waive the cost of tria so that Mr [redacted] does not need to go on his roof to retrieve this pieceMr [redacted] will just want to make sure that the modem is returnedThank you for the opportunity to respond

As stated in ViaSat's previous reply, Ms [redacted] did not make contact with ViaSat to advise of any issues she might be experiencing with her services as it is related to the Data Allowance PolicyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity Additionally, the Customer Agreement provided to each new subscriber, signed by Ms [redacted] on June 26, and also available at exede.com/legal, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term ViaSat has already applied a credit to Ms [redacted] 's account for the past due balance of $As Ms [redacted] disconnected her ViaSat account prior to the completion of the 24-month minimum service term, the early termination fees of $are validViaSat believe this is an equitable resolution Thank you

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on December 5, 2017, 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 term.Mr [redacted] ’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.Mr [redacted] ‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer AgreementCustomers 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 Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Ms [redacted] contacted Viasat regarding slow speeds on December 17, It was determined that the slow speeds were a result of Ms [redacted] going over her monthly data allowance, and Ms [redacted] requested to speak to a supervisory Viasat representative regarding disconnecting her accountAll supervisory representatives were assisting other customers at the time, and Ms [redacted] agreed to receive a call once one was availableOn December 18, 2017, Ms [redacted] contacted Viasat multiple times regarding discounts to her bill and her service plan detailsShe was advised that she would receive a $off discount for bundling with her DirectTV once it had been installed, and the process of the Data Allowance PolicyA supervisory Viasat representative attempted to reach Ms [redacted] on December 19, 2017, but due to no answer, left a voicemail correctly advising that any early termination fees caused by a disconnection of services would be validMs [redacted] contacted Viasat that same day to advise that she was under the impression that she had unlimited dataThe Viasat representative assisting her offered Ms [redacted] the option to transition to one of Viasat’s unlimited data plans, but Ms [redacted] declinedOn January 8, 2018, Ms [redacted] contacted Viasat to advise of connectivity issuesThese were determined to be the result of a weather outage, and Ms [redacted] was advised to contact if the issues persistedOn January 9, 2018, Ms [redacted] contacted Viasat with questions about her data usageA Viasat representative assisted Ms [redacted] by giving the details of her data usage, which had all been used on videoMs [redacted] was advised that the On Demand program she was using could be using her dataA supervisory representative confirmed this the next day when they contacted Ms [redacted] to advise that once her DirectTV had been stopped from using the internet, her usage went downMs [redacted] requested to disconnect, however accepted an offer of a service call to retain her servicesOn January 31, 2018, Ms [redacted] contacted Viasat to disconnect her services due to slow speedsShe was advised that she had gone over her data allowanceAt this time, Viasat feels that all appropriate actions have been taken, and does not agree to waive Ms [redacted] ’s early termination fees should she choose to disconnectShould Ms [redacted] ’s current plan not meet her needs, the following plans are also available in her area:• Liberty - Boost + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Liberty + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Unlimited Silver Mbps - $a month, plus applicable taxes and a $monthly equipment lease fee.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: [redacted] ***s did not sign any document or contract relating to this service The contract that is referred to by the Exede respondent above was NEVER even shown to any of the authorized representative of [redacted] ***s, and obviously as stated above NEVER did any authorized representative sign the agreement -Please note the agreement here ATTACHED which was signed incorrectly in the spot reserved for residential service by electronic signature by Exede or it's representative The agreement should have been signed on the right hand sign by an authorized representative.-Note there is no authorized representative signature for the company on the right hand side that has acknowledged the contract Note there is no individual PERIOD that appears on that contract.-The agreement was forged (not seen or signed by any individual associated with [redacted] ***s), and was done so incorrectly -Exede and it's representatives deliberately withheld the contract, forged the signature, and tried to force it's terms The contract did not represent earlier verbal representations by Exede and it's Broker The plan in question is not available to businesses.-THIS PLAN WAS NEVER USED! The business has been closed for vacation since 10-13- Sincerely, [redacted] ***

Thank you for bringing Mr [redacted] rebuttal to our attention Our records show he contacted Viasat on December 20, to disconnect, but was informed that Viasat’s Retention Team was not availableMr [redacted] was offered and declined a retention discount offer of $off his bill per month for months during this conversation As resolution to this complaint, Viasat has disconnected Mr [redacted] account was of December 28, with the balance due of $for monthly service and his early termination fees waived in full Mr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructionsMr [redacted] should be informed that any request for a technician’s assistance with uninstalling the equipment is associated with a $service call feeIf he would like this service call, he will need to call into Viasat’s 24-hour Customer Service Department Thank you for the opportunity to respond

Thank you for bringing [redacted] rebuttal to our attention The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show [redacted] electronic signature on the Customer Agreement dated August 10, We apologize for any misunderstanding regarding the electronic signature processA copy of [redacted] electronically signed Customer Agreement has been included for his review ViaSat received a call from [redacted] on December 26, 2014, at which time she requested to move her services; however, she changed her mind when advised that ViaSat did not offer unlimited service in her new locationAt this time, [redacted] was reminded of the Customer Agreement and 24-month minimum service term, and advised that she would be charged early termination fees of approximately $ [redacted] chose not to disconnect her account at this time, advising that she would speak to [redacted] about moving the serviceAt this time, the ViaSat representative reviewed the one-time move process with [redacted] ***, advising that she would be obligated to agree to a new 24-month minimum service term, and would have to return the equipmentThe representative also advised that the equipment would need to be returned even if she chose to move forward with disconnecting ViaSat did not hear back from [redacted] until June 30, 2015, at which time she requested disconnectionAt this time, the ViaSat representative reviewed all disclosures with [redacted] ***, including the early termination fees and the equipment return requirements [redacted] advised the ViaSat representative that she did not want to disconnect service until she had located the equipmentAs such, the account remained active, per her request As stated in our previous response, ViaSat has waived the balance due of $in fullViaSat has also requested a UPS box with free return shipping label be sent to [redacted] for the return of ViaSat’s modem and transceiver, which he is responsible for, per the Customer Agreement Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms [redacted] contacted Customer Care on November 30, when she started experiencing issues with the serviceDuring this phone call it was determined that a service call would be need so one was createdOn December 1, Mr [redacted] called in stating he had no connectivity and during this phone call conversation he was advised that the previous service call was closed and a new one would need to be createdViaSat received no further contact from Mror Ms [redacted] until March 2, when they called to get refunds for December, January, and February as they thought they had disconnected their accountViaSat records and documents all calls that are made and we have no record that Mror Ms [redacted] called to have the account disconnected in November of In order to arrive at a resolution ViaSat has agreed to refund December’s payment of $45.18, January’s payment of $145.02, and February’s payment of $for a total refund of $ViaSat does not agree to refund the overdraft charges as there is no documentation supporting the disconnectionMrand Ms [redacted] will see the refund within 3-business days back to the payment method that was on fileThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any issue she [redacted] have experienced with ViaSat Section of the Customer Agreement, signed by Ms [redacted] on August 5, and available at exede.com/legal, states, "You represent that there are no legal, contractual or similar restrictions on the installation of the Equipment in the location(s) you have authorizedIt is your responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the Service, to pay any fees or other charges, and to obtain any permits or authorizations necessary for the Service (collectively 'Legal Requirements')" Our review of Ms [redacted] 's account shows that she contacted ViaSat on August 17, to disconnect because her landlord did not want the dish on the roofDuring this conversation, Ms [redacted] advised the ViaSat representative that the installer had gone back out to her home to attempt to install the dish on a pole mount, but there was no line of sightAt this time, the ViaSat representative inaccurately advised Ms [redacted] that ViaSat offered a day trial period during which she could disconnect without being penalizedUpon request, the ViaSat representative also escalated refund tickets for Ms [redacted] 's monthly service payment of $and the $installation feeUnfortunately, Ms [redacted] 's account was not disconnectedWe apologize for any inconvenience this may have caused Ms [redacted] to experienceMs [redacted] 's refund requests were rejected August 19, and August 22, 2015, respectively ViaSat received another call from Ms [redacted] on August 27, because she'd called the dealer who'd sold her service to have the equipment uninstalled, and he'd referred her back to ViaSat to have the work order placedAt this time, the ViaSat representative disconnected Ms [redacted] 's account successfully, and advised her that a service call for a technician to uninstall the equipment was $Ms [redacted] agreed to the service call feeUnfortunately, the service call was not ordered correctlyWe apologize for any inconvenience this may have caused Ms [redacted] to experience Ms [redacted] contacted ViaSat on September 3, regarding her service call and refund requests, at which time she was advised that her refund requests had been rejected and would have to be recreatedThe ViaSat representative also incorrectly advised Ms [redacted] that she would need to contact her dealer to have him remove the equipment from her home In order to come to a resolution regarding this complaint, ViaSat will agree to refund Ms [redacted] all payments made to ViaSat since she ordered serviceThis is a total amount of $that will be issued to the payment method ViaSat has on file for herHowever, because Ms [redacted] 's early termination fees were collected on September 8, via electronic funds transfer (EFT), ViaSat will need to wait at least four business days from the collection date before the refund can be issuedOnce this payment has cleared, Ms [redacted] should be advised that it can take 7-business days for her refund to be processedViaSat will escalate the request on September 15, Regarding her overdraft fees, Ms [redacted] will need to provide ViaSat with valid documentation (a copy of her day rolling bank statement) showing that ViaSat's charge caused her to go into overdraftShe can either email a copy of this documentation to [redacted] @viasat.com or fax it to XXX-XXX-XXXX We apologize for any frustration Ms [redacted] have experiencedThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On August 4, 2017, [redacted] contacted ViaSat stating that her services were not working properlyDuring this conversation, Ms [redacted] was educated that a service call could be created and was scheduled for August 9, As of today, August 9, 2017, [redacted] has been contacted regarding her service callThe ViaSat technician is in route to [redacted] ’s location and the service call should be completed by end of the day Should the ViaSat technician not make it to [redacted] ’s location by the end of day, please have her contact ViaSat’s 24-hour Customer Service Department at [redacted] Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? An account was established with ViaSat on January 16, under the name [redacted] and at that time, a payment method was provided by [redacted] Between January and June 1, 2017, ViaSat collected monthly payments from the payment method provided by [redacted] ? On June 12, 2017, [redacted] contacted ViaSat to discuss her payment method on [redacted] ’ ViaSat accountDuring this conversation, [redacted] was educated that she would need to contact ViaSat’s Legal department for further assistanceAs of today, June 19, 2017, ViaSat’s Legal department has not received contact from [redacted] ? On June 15, 2017, the payment method on file has been removed from [redacted] ’ accountIf the charges to [redacted] ’s payment method are not valid, we encourage her to resume the chargeback process with her bank ? If to [redacted] has any further questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at [redacted] Thank you for the opportunity to respond ?

Thank you for bringing Ms [redacted] complaint to our attention Ms [redacted] is receiving Viasat’s Unlimited Data Gold at $a month, plus applicable taxes, $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at last screen devices or 720p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, 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 Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Ms [redacted] called into Viasat on January 20, to report that she was experiencing slow speedsDuring this conversation, the Viasat representative informed Ms [redacted] that she had exceeded the above-referenced GB threshold and that her data had been prioritized behind other customersWhen she advised she believed she was receiving a day trial period, she was correctly informed that Viasat does not provide a trial period of any length for its services A second call was received from Ms [redacted] the same day regarding her services, at which time Ms [redacted] was educated on network congestionAs a gesture of goodwill, the Viasat representative offered Ms [redacted] a $goodwill credit, which she accepted The Customer Agreement provided to each new customer 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 termCustomers 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 term As resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees in full if she disconnects prior to February 4, Ms [redacted] will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions Ms [redacted] may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] to disconnect service Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on November 2, 2017, 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 term.On November 17, 2017, Ms [redacted] contacted Viasat to disconnect her servicesShe requested that her early termination fees be waived since she felt she had been misinformed about the services by her sales agent and was told there was no contractThe Viasat representative she spoke with advised that they would put in a request for Ms [redacted] account to be reviewed for an early termination fee waiver and provided Ms [redacted] with the address to the corporate officesMs [redacted] disconnection was successfully processed the same day.Ms [redacted] account was reviewed for an early termination fee waiver, which was denied due to the charges being valid, and Ms [redacted] account was then billed on December 4, in the amount of $for early termination feesSince there was no payment method on file, the charge remained on Ms [redacted] account until it was written off to Viasat’s collections agencies on January 9, for nonpaymentWe apologize for any inconvenience this has caused Ms***.? In resolution to this complaint, Ms [redacted] account was removed from collections on February 2, 2018.? Viasat did not report Ms [redacted] account to any credit agencies.? If Ms [redacted] 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.?

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Thank you for bringing MsVo's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term agreement and the early termination fees should the account not fulfill the month agreementEach of these points are also addressed in the signed customer agreement by MsVo on [redacted] 27, and available at exede.com/legalViaSat does not offer a trial period for the serviceViaSat also records all calls for quality assurance purposes and ViaSat was able to locate MsVo's calls and listen to them and at no time was MsVo advised that there would be a trial periodAt this time if MsVo chooses to disconnect the account he early termination fees will be valid on the accountThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is falseI did not sign a contract on [redacted] 27thThe person that came to my residence informed me what I signed was not the contractIt was allowed from his to proceed with the installationPrior to the sale I was not informed that if the connection was not satisfactory I wouldn't have to follow through with the contractNow that I have filed this complaint on June 19th of this month a representative came, both my neighbors witnessed him illegally parked outside our residence and proceed to tresspassing [redacted] propertyWe had not received any communication regarding this matterWhen we called in they claimed to not know anything regarding this matter Final Consumer Response / [redacted] (4200, 23, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had spoke with a rep at the corporate office to be able to listen to the callsWas informed I would get a call back yet again my requests have been ignoredI was not even informed of the trespassing [redacted] transferred to another department, nor was that issue was ever resolvedThe representative said the agreement was signed when the account was set upI informed I didn't know what they were talking about as the technician was the one that did itWhich is wrong my email which is [redacted] @yahoo.comI never even got any noticesI have the box with his hand righting with my username and passwordRepresentative claimed not true, saying to resolve this to take this to the Revdex.comThis company has committed fraud, gave continuous broken promisesEvery time I call rep says verbatim policy agreement terms,but unable to answer questions and resolve matterAs a consumer a company this horrible telling their customers to file a complaint elsewhere is unacceptableThe fact I have informed them that I didn't not set up the account initially was bypassed [redacted] overlookedThey have continued to lie and give different excuses each time Final Business Response / [redacted] (4000, 25, 2015/07/28) */ Thank you for bringing MsVo's response to ViaSat's attentionWe apologize that MsVo had not received a phone call back from the corporate offices regarding the phone callsAs stated in the previous responses ViaSat has the ability to listen to all calls for quality assurance reasonsViaSat was able to pull the calls and has determined that MsVo was aware of the early termination fees to the accountAt the time of installation MsVo signed the electronic customer agreement in order to have the services activatedViaSat has provided MsVo with a copy of the signed customer agreement via us mailViaSat stands by the charges and the charges will remain valid on the accountThank you for allowing ViaSat the opportunity to respond

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