ViaSat Reviews (959)
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Address: 1725 Breckinridge Plz, Duluth, Georgia, United States, 30096-8982
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Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does not issue refunds for unused services on any accountsMs [redacted] was charged just before the account was disconnected for that month of serviceIn order to arrive at a resolution ViaSat has agreed to issue the refund of $back to Ms [redacted] today November 6, and Ms [redacted] should see that refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Monies were refunded
Initial Business Response / [redacted] (1000, 4, 2015/12/09) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration the billing of his ViaSat services may have caused Mr [redacted] contacted ViaSat's customer service department on October 10, to discuss the billing of his ViaSat servicesDuring his conversation with ViaSat's representative, Mr [redacted] was educated that the $off for months had been applied to his accountMr [redacted] stated that he would file a Revdex.com complaint as he believed this was not being added properly to his accountAgain, Mr [redacted] was advised that the credits were being applied correctly and no further action was requiredMr [redacted] has not contacted ViaSat's customer service department since this date As informed to Ms [redacted] previously by our customer service representative, the $off for months has been applied to his accountThese credits applied to his October, November, and December billsViaSat has attached a bill for Mr [redacted] 's reviewGiven this information, ViaSat believes that this complaint has been resolved Thank you for the opportunity to respond! Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not except the response of customer service, because it doesn't matter how it looks on there billing the simple fact is they lied and if they can't fix the problem they should release me from the contract, if someone would have explained how they would have hidden the discount in the billing I wouldn't have got the service Final Business Response / [redacted] (4000, 12, 2015/12/15) */ Mr [redacted] will not receive a credit this bank account as the $credits apply towards the monthly billHis monthly bills have been decreased by $for the last three monthsViaSat does not owe Mr [redacted] any fees collectedThank You! Final Consumer Response / [redacted] (4200, 14, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be uploading what I have been charged
Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Thank you for bringing Mr [redacted] ' complaint to our attentionWe apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy Mr [redacted] also filed a complaint through the Federal Communications Commission on August 12, regarding this same information The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr [redacted] on August 2, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers 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 soAlternatively, 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 cost Mr [redacted] is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsThe following service plans are also available in Mr [redacted] ' area: Exede GB - $69.99/month Exede GB - $129.99/month Our records show Mr [redacted] contacted ViaSat on August 4, regarding his data usageDuring this conversation, Mr [redacted] was advised that he had used percent of his GB allowance, but the representative informed him that they were unable to view the traffic categories at that timeMr [redacted] requested to speak with a supervisorThe ViaSat supervisor advised Mr [redacted] to call back in hours to review his usage As a gesture of good faith, the ViaSat supervisor provided Mr [redacted] with GB of free additional data Our review of Mr [redacted] ' account shows that as of August 13, 2015, that Mr [redacted] ' usage is largely going towards Storage (Online Backup) The majority of his usage did occur on August 4, and August As a gesture of good faith, ViaSat will provide Mr [redacted] with GB of free additional data If he has any further questions or concerns regarding his monthly data usage, or would like to transition his account to a different service plan, Mr [redacted] may contact ViaSat's 24-hour Customer Service Department at 1-855-463-If he chooses to transition his service to a different plan, ViaSat is willing to provide him with a discount of $off of his bill per month for monthsIf he would like to take advantage of this offer, Mr [redacted] should reference ticket noXXXXXXXX when he calls into Customer Service Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked Viasat for contact back to me directly and two times mentioned above I was promised a call back with explanations for our internet usage I have yet to be contacted directly Viasat has a problem with being able to prove the customer has used the data plan accurately They cannot give adequate explanation for using 100% of a data plan within a hour period when my /our month history clearly shows we have NOT done this (used 100% of the plan in hours) in any past month's data plan Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We apologize if Mr [redacted] was advised by a customer care representative that he would be contacted back, and this was not completedAs stated in our previous reply, our review of Mr [redacted] ' account shows that as of August 13, 2015, that Mr [redacted] ' usage is largely going towards storage (e.g., online backup)The majority of his usage occurred between August 4, and August 5, As a gesture of good faith, ViaSat did provide Mr [redacted] with an additional GB of free dataWe encourage Mr [redacted] to review any programs that require online backup as this is what appears to have caused the high usageAgain, we apologize for any confusion or frustration this situation may have causedThank you!
Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's Customer Service Department on September 4, to discuss the disconnection of her ViaSat account due to difficulties accessing the internetThe customer service representative educated Ms [redacted] on the disconnection process and did advise Ms [redacted] in error that she would be responsible for any early termination fees On September 9, Ms [redacted] contacted ViaSat's customer service department once again to discuss the charge of $assessed to her on September 8, During her conversation with ViaSat's customer service representative she was advised that per the Customer Agreement the early termination fees were validWe apologize for this information provided to Ms [redacted] was provided and that the early termination fees were not waived in error As of today September 21, 2015, Ms [redacted] has been refund the $charged on September 8, to the payment method on fileThe refund of $should be received by Ms [redacted] in three to five business daysShould she not receive the refund in this time frame, please advice Again, we apologize for the confusion or frustration this situation may have causedThank you for the opportunity to respond
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Although I do not agree with the accuracy of the speed check or the download information In fact I find it to be false I also have a brand new computer and router just purchased less than months ago so I don't believe it's equipment eitherI believe this company has made excuse after excuse on why they suck I've read thousands of customer complaints and reviews invoiceThe horrible service people have received I find it hard to believe that it's the people's fault This company has taken my money for to long and cost me too much money and that's that's the only reason I'm excepting this offerJust want to make that clear with themI would like to thank the better business and Federal Communications Commission for helping with this matterNext questionwill I have to contact this awful company to end my services or how does that work? Please advice me Oh and please don't give them an A plus rating when they have over a thousand bad reviews. Sincerely, [redacted]
Thank you for bringing Ms [redacted] -***'s response to ViaSat's attentionAs stated in the previous response ViaSat has only agreed to issue one refund of $back to the payment methodThis refund was issued and Ms [redacted] - [redacted] should have seen this refund within 3-business days after it was issuedNo further refunds will be issued at this timePrevious payments on this account are valid and will remain valid due to the failed payments that were processed on this accountThank you for allowing ViaSat the opportunity to respond
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Kenneth Nickerson
Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused.The Customer Agreement signed by [redacted] on January 20, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. An account cannot be established without the customer’s electronic signature. =Pursuant to Section Payment Authorization of the Customer Agreement available exede.com/legal, you authorize ViaSat to charge your credit card or debit card (“Card Payment”), or initiate an electronic funds out of your bank account (“EFT Payment”) for payment of all, or any portion of your Service fees, the Termination Fee (and/or any other applicable termination fees) and any other amounts payable under this Agreement, until such amounts are paid in full, unless you live in a state where ViaSat required applicable law to accept another method of payment or ViaSat has agreed to accept another method of payment from youSince installation, ViaSat has collected $(January), $(February), $(March), $(April), and $(May) for her monthly service charges [redacted] is currently receiving the Freedom service plan for $per month plus applicable taxes and $lease feeThis service plan provides with GB of monthly data allowance with download speeds of Mbps and upload speeds of MbpsPreviously, [redacted] was receiving a $credit off her monthly services for the first three months of servicesIn April, this credit expired and no further credits were applied to [redacted] ’s accountViaSat first received contact from [redacted] on May 245, 2017, at which time she was requesting information regarding the billing of her ViaSat servicesDuring this conversation, per her request, the ViaSat removed her payment method from her account and advised her to call into ViaSat’s 24-hour Customer Service monthly to make the onetime payment.As the monthly charges were valid, and [redacted] has not made contact with ViaSat regarding any issues she might have been experiencing with her services, ViaSat does not agree to refund any charges collected for services rendered since installation on January 20, As a gesture of good faith, ViaSat will agree to apply a goodwill credit of $for one month of serviceThis credit will apply towards [redacted] ’s June monthly service chargesIf [redacted] has any additional 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***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's customer service department on December 16, to discuss the issues she was experiencing with her ViaSat servicesDuring this conversation ViaSat's representative determined that a modem replacement would be required and subsequently a new one was sent to Ms*** On December 22, Ms [redacted] contacted ViaSat's customer service department again to discuss the issues she was experiencing with her ViaSat servicesAs Ms [redacted] had yet to receive the new modem the ViaSat representative issued a service call on Ms***'s behalf to assist Ms [redacted] further with her connectivity issues Again on December 28, Ms [redacted] contacted ViaSat's customer service department to discuss the previous service call and request for a new one as she was still experiencing issuesMs [redacted] stated that a service call was completed on December 24th and her modem was replaced, but she was still experiencing the same issues after completion of the service call Finally, on January 3, Ms [redacted] called again to discuss her service issuesAt this time Ms***'s modem and power supply had been replaced, but she was still experiencing issuesDue to this information ViaSat issued another service call which is scheduled for January 6, As ViaSat does show usage during the time Ms [redacted] states she is unable to access her system due to connectivity issues, ViaSat does not agree to disconnect the account with waiver of the applicable early termination feesViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxesViaSat has also issued a refund for the $collected on December 28, The refund was issued to the payment method on file and should be received within three to five business daysShould Ms [redacted] not receive this refund and/or wish to disconnect her account, please have her contact ViaSat's customer service department at [redacted] and reference ticket [redacted] Thank you for the opportunity to respond
Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease fee The Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality 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.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on March 23, 2018, 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.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.On March 25, 2018, two days after Mr [redacted] installation, Viasat received contact that Mr [redacted] was receiving slow speeds with his Viasat service plan, and would like to disconnect his serviceA Viasat representative offered to troubleshoot Mr [redacted] service for any problems and also offered Mr [redacted] a $recurring credit for monthsMs [redacted] declined both offers and requested to process his disconnection for April 20, The request was successfully submitted.In light of this complaint, Viasat has reviewed Mr [redacted] service for any issues, and determined that there may be an issue with his systemViasat would like to offer Mr [redacted] a free service call for a technician to inspect his equipment for defaultViasat requests that Mr [redacted] does not disconnect his service until Viasat has had the opportunity to resolve any issuesAt this time, Viasat does not agree to waive Mr [redacted] early termination feesIn an offer of good faith, Viasat will place a one-time credit of $onto Mr [redacted] account for the service issues that he has been experiencingTo schedule the free service call, or if he has any further questions or concerns, Mr [redacted] may contact Viasat’s 24-hour Customer Care at 1-855-463- Thank you for the opportunity to respond
Thank you for bringing Ms [redacted] complaint to our attention.Our 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 feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.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, signed by Ms [redacted] on February 14, 2018, 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 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.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive For the vast majority of internet uses latency has no affect Latency can have an impact on games and virtual provide networks, however Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.Our records show Ms [redacted] purchased Viasat’s Unlimited Data Silver service plan through an authorized Viasat Dealer All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms [redacted] at the point of sale.Ms [redacted] first called in regards to her Viasat services on February 26, She stated that her service had been recently installed and that she had reached her threshold for her Viasat service planMs [redacted] requested a transition to a larger plan, and the Viasat representative assisting her offered her Viasat’s Unlimited Gold planMs [redacted] declined the transition and requested to disconnect her accountThe Viasat representative advised Ms [redacted] of early termination fees, and Ms [redacted] requested to speak to a supervisory representativeThe supervisor advised of ways to reduce data usage, and again advised Ms [redacted] of her early termination feesUnfortunately, the call disconnectedMs [redacted] contacted Viasat again on February 26, and requested to disconnect services with no early termination feesA Viasat representative assisted her in troubleshooting her modem, which could not be completed due to not having the proper equipment to finishMs [redacted] stated she would contact Viasat again once she had the proper equipmentOn March 9, 2018, Ms [redacted] contacted Viasat several times in order to reach a resolution about her Viasat servicesShe was correctly advised that her early termination fees would be valid if she chose to disconnect, and was offered troubleshooting in regards to her slow speeds, which she declinedMs [redacted] was offered $off per month for the next six months, which she accepted.On March 17, 2018, Ms [redacted] contacted Viasat in regards to the latency of her serviceA Viasat representative advised Ms [redacted] that her service will come with some latency due to the nature of satellite internetA speed test completed by the representative revealed that her speeds were well within her plan limitsIn light of this complaint, Viasat has reviewed Ms [redacted] account for speeds, and have determined that she is receiving speeds well within range of her planDue to this, Viasat does not agree to waive Ms [redacted] full early termination feesViasat will agree to waive half of Ms [redacted] early termination fees in an offer of goodwill should she choose to disconnectIf Ms [redacted] would like to take advantage of this offer, or she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] Thank you for the opportunity to respond
Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] service is active, and she is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s Customer Care agents are available by telephone hours a day, days a week. Hold times vary depending on call volume. We apologize if Ms [redacted] feels she could not reach a Viasat agent in a timely manner.On July 2, 2018, Ms [redacted] contacted Viasat in regards to her recent Viasat upgradeShe stated that she was told by her technician that the satellite dish could not be put on the roof, but on the exterior wall insteadMs [redacted] stated that she had advised the technician this was not possible, as she would be getting new siding soon and would have to remove the dish at that timeHowever, the technician proceeded to install the dish on the exterior wallA Viasat representative assisted Ms [redacted] in submitting a technician complaint for an investigation to be completedWe apologize for any inconvenience this may have caused Ms [redacted] . On the same day, Ms [redacted] contacted Viasat to request a relocation service call per advise given to her by her Viasat authorized dealerA Viasat representative advised Ms [redacted] of the cost of the service call, $normally, or free with the addition of Viasat’s EasyCare program to her accountMs [redacted] declined both options and requested a free service call due to the circumstancesShe was advised by a Viasat representative that a Viasat supervisory representative had reviewed her account, and would not be able to waive the feeMs [redacted] then requested to disconnect her account, and was transferred to Viasat’s retention team.Viasat has no further records of any contacts from Ms [redacted] after that date. In light of this complaint, Viasat has reviewed the investigation conducted into the actions of the Viasat technician and determined that miscommunication seems to have occurredWe apologize for any inconvenience this may have caused Ms [redacted] . In resolution to this complaint, Viasat would like to offer Ms [redacted] a free relocation service call in order to properly place the satellite dish as requestedIf Ms [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for the opportunity to respond.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you so much for helping my mother? It's a sad day when people take advantage of the elderly? Had they checked with their collection agency who ? told us to send a money order, (which they told me on the phone they don't use collection companies.) this would have be resolved immediately but instead they just kept at me to pay on the phone? I checked my mother's bank account and the debit they said they were going to take out was not debited.I greatly appreciate your exceptional service Revdex.com!? Sincerely,? [redacted] Daughter of [redacted] ***? ***? Sincerely, [redacted] ?
Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On July 29, Ms [redacted] contacted ViaSat's Customer Service Department to discuss the disconnection of her ViaSatDuring that conversation, Ms, [redacted] was made aware of ViaSat's equipment return policy per the signed Customer Agreement However, on July 30, Ms [redacted] made contact with ViaSat's Customer Service Department once again to discuss the equipment return policy and request that the recovery kit be sent to an alternate locationViaSat's customer service representative advised Mr [redacted] that the request would be made and an alternate shipment sent to her new location ViaSat did not receive a call from Ms [redacted] until September 29, at which time she advised the representative that she was upset that she never received the equipment recovery boxesMs [redacted] was advised by ViaSat's customer service representative that we attempted to send her two lease recovery boxes; however, each time they were returned to the sender ViaSat's customer service representative advised Ms [redacted] that they were unable to issue a refund for the charge of $collected on September 28, for failure to return the leased equipment until the equipment was returnedMs [redacted] requested the address in which the equipment could be returned and informed the representative that she would be sending the equipment back via postage Ms [redacted] was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement As a gesture of good faith and in order to bring a resolution to this complaint, ViaSat will agree to refund Ms [redacted] the $collected on September 28, However, ViaSat will not agree to refund any overdraft fees associated with this chargeThe refund of $will be issued today, October 1, 2015, and should be received by Ms [redacted] within to business days Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for bringing Mr [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 installation.? The Customer Agreement is electronically signed by customers during the service installation process.? An account cannot be established without the customer’s electronic signature.? Our records show Mr [redacted] electronic signature on the Customer Agreement dated October 13, 2017.? Our records show Mr [redacted] purchased Viasat’s Liberty ?" Boost + Free Zone service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Our records indicate that Mr [redacted] is receiving Viasat’s Liberty ?" Boost + Free Zone service plan at $a month, plus Viasat’s EasyCare program at $a month, a $monthly equipment lease fee and applicable taxesThis service plan provides Mr [redacted] with a GB monthly data allowance with download speeds of up to Mbps and upload speeds up to MbpsMr [redacted] also receives a time slot, typically early in the morning or late at night, where any data consumed does not count towards his data usage.? Mr [redacted] first contacted Viasat in regards to his plan on December 7, He advised that he had believed he was on Viasat’s unlimited plan, but had received an email stating that he had used his monthly data allowanceThe Viasat representative assisting Mr [redacted] advised of the service plan he was on, and Mr [redacted] requested to disconnect his servicesMr [redacted] was offered Viasat’s Unlimited Silver Mbps service plan, but declined to transition, and the call disconnected.? On January 5, 2018, Mr [redacted] requested to transition to the Unlimited Silver Mbps service plan due to the slow speeds he was receiving on his Liberty service planThe Viasat representative assisting him advised of a backlog on Viasat’s wifi modems, and Mr [redacted] requested to disconnect his servicesThe Viasat representative attempted to refer Mr [redacted] to Viasat’s legal department in regards to his claim of a falsified signature, but the call disconnected.On January 30, 2018, Mr [redacted] contacted Viasat to request the disconnection of his servicesHe declined an offer to troubleshoot his services, instead requesting to proceed with the disconnectionHe advised that he had been having problems with his internet service, and a representative assisting him offered to schedule a service call for Mr***Mr [redacted] accepted the offer, and the service call was successfully ordered.? A review of Mr [redacted] account indicates that he has the Unlimited Silver Mbps plan available as an option to change to, should he feel that his current service plan is not meeting his needsMr [redacted] may contact Viasat’s 24-hour Customer Care department at 1-866-463-in order to complete this transitionIn addition, as an offer of goodwill, Viasat has added a $credit to Mr [redacted] account as of January 31, He will see this added to his next bill.Thank you for the opportunity to respond.?
Complaint: [redacted] I am rejecting this response because: I am fully aware of the early termination fees for cancelling my serviceI ran into financial hardships and was forced to move in with familyI requested a final bill in the mail and gave you my forwarding addressWhat kind of company goes against their customer's wishes? And then has the nerve to send my account to collections without even attempting to contact me first? Never in my life have a had a company send an account to collections without contacting me first to try to get paymentIf you had contacted me, I would have been more than happy to arrange paymentI am NOT accepting your response, and I will be posting nasty reviews FAR AND WIDE if this response isn't changeYou have HORRIBLE customer service and HORRIBLE and QUESTIONABLE business practices. Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint, ViaSat has determined that Ms [redacted] was charged a total of $on September 11, for a non-returned modem and triaPer the signed customer agreement it is the customer's responsibility to return the equipment within days of disconnecting the account using the prepaid shipping label and box that ViaSat supplies via UPSOn September 16, ViaSat did receive the modem back from Ms [redacted] ; however, the tria was still missingMs [redacted] called ViaSat on September 24, and scheduled a service call to have the technician come and remove the tria from her homeMs [redacted] will still be responsible for sending back that piece of equipmentIn order to arrive at a resolution ViaSat has agreed to issue back the full refund of $to Ms [redacted] today September 28, and she will see that refund within 3-business daysThe charge of $for the early termination fees are valid and will remain valid on the accountThank you for allowing ViaSat the opportunity to respond
Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs [redacted] ViaSat services were established on January 13, and she contacted ViaSat on January 18, to request the disconnection of her servicesDuring the disconnection call, Ms [redacted] informed ViaSat’s representative that she wished to terminate the services as she believed they were not working properlyMs [redacted] did not allow the ViaSat representative to troubleshoot her services and subsequently disconnected the accountDuring the disconnection Ms [redacted] was advised of the disconnection disclosures including; early termination fees of approximately $and the lease equipment recovery processOn January 26, Ms [redacted] called into ViaSat’s customer service department to discuss the payment collected of $and the early termination fees that would be applied to her next billDuring her conversation, Ms [redacted] was educated that the payment of $was valid for the monthly services and that ViaSat does not refund for unused servicesAdditionally, Ms [redacted] was educated that the early termination fees stood as she did not allow ViaSat to address any connectivity issues she might be experiencingMs [redacted] disconnected the call upon receipt of the information provided by the ViaSat representativeOn February 16, 2016, ViaSat attempted to collect $in early termination feesHowever, ViaSat was unsuccessful in collection as the payment failedGiven that Ms [redacted] did not allow ViaSat to attempt to resolve any issues prior to the disconnection of her account, ViaSat is unwilling to refund Ms [redacted] the $collected on January 16, for the monthly servicesHowever, ViaSat will agree to waive half of the early termination fees we attempted to collect on February 16, Ms [redacted] will be responsible for making a payment of $The waiver of the remaining amount has been placed onto her accountIf Ms [redacted] fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agencyViaSat believes this is a fair resolution given that Ms [redacted] did not allow ViaSat the opportunity to address any connectivity issues and per the Customer Agreement signed by Ms [redacted] on January 12, Thank you for the opportunity to respond
bucks for a so call late fee there was no late fee I requested the sateleitte to be move on june which they had record but was never done they install new service on the with an new account there records and mine prove that in which they charge my cc for and old account we worked that out they credited my new account now they charged me a late fee for what