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ViaSat Reviews (959)

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he may have experienced with ViaSat At the time of sale customers are informed speeds are not guaranteed and may varyThis point is also addressed in the Customer AgreementDue 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 Our records show Mr [redacted] contacted ViaSat on July 23, regarding a speed and website connectivity issueDuring this conversation, Mr [redacted] was walked through advanced troubleshooting, after which his concern was resolvedMr [redacted] was provided with a $goodwill credit ViaSat did not have any further contact from Mr [redacted] until September 21, 2015, when he called to disconnect his accountAt this time, the ViaSat representative offered to troubleshoot any speed concerns he may have had and provide him with GB of free additional data, but Mr [redacted] declined and moved forward with the disconnection of his account The Customer Agreement 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 termOn September 24, 2015, ViaSat attempted to collect $in early termination fees from Mr [redacted] , but the payment failed As ViaSat was not made aware of any issues Mr [redacted] may have experienced between July 24, and September 21, 2015, his early termination fees are considered valid Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) first off I never received any credit that I am aware ofas far as there test saying my issue was resolved I still could not load a web page not even there own page the tech no longer knew what to do so he considered it resolvedalso I was not going to let them hack into my computer again because the first time they messed it up so bad it would not rebootvia sat over sells their service so bad that's why it slows down to a crawl they just like to blame everything else I put up with there poor quality service for two months hoping it would get betterit did notand I called in many times to complain about the service not once so now they are also liarsonce they said the slow down of there service was due to kids are out of school now so more usage on the systemand I asked them "and why is that MY Problem?" every time viasat ads another subscriber everyone suffers with slower speedsso I gave it months kids back in school and guess what? still crapy internet it is so bad that I had to call Verizon and reactivate my myfi hot spot that by the way is over times faster than viasats systemand they can blame my equipment all they want but it works just great with 4GLTE, not my eguipment its poor service viasat needs to refund everything I paid them I did not get the service I signed on for they did not tell me I would only be able to stand using it in the middle of the night when people are asleepby the way July 23rd was the day after I got their crapy system installed and after awhile of having your computer messed up to be told that the problem is resolved and you just spent an hour on the phone and still cant get a web page to load in les than minutes , ya just kinda give up Final Business Response / [redacted] (4000, 9, 2015/10/06) */ Thank you for bringing Mr [redacted] 's rebuttal to our attention Upon closer inspection of his account, it appears that Mr [redacted] was offered the $credit, but that the ViaSat representative failed to apply it to his accountWe apologize for any inconvenience this may have caused Mr [redacted] to experienceHowever, as stated previously, ViaSat did not receive any interaction from Mr [redacted] regarding any speed-related issues he may have been experiencing before or after July 23, In order to come to a resolution regarding this complaint, ViaSat has applied a credit of $to Mr [redacted] 's account to waive half of his early termination fees Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:Viasat has charged my credit card an additional $88, with their customer service department providing no valid reason for the charge Clearly, Viasat cannot be trusted to not apply additional charges on customer accounts I will not accept anyone proposal without written confirmation through the Revdex.com that this money will be refunded and no additional charges will take place Viasat has acted untruthfully and continue to find ways to scam their customers out of additional money I have documentation verifying the landlord's stipulations against having a satellite dish installed, however, I have no faith that Viasat will hold up their end based on my experience and other complaints posted here Sincerely, [redacted]

Thank you for bringing [redacted] ’ complaint to our attention Our records show ViaSat charged [redacted] $in monthly service fees on August 8, 2017, but the payment failedOn August 18, 2017, her account was suspended for nonpayment of service; however, a successful payment was collected for the amount on September 8, and the account was resumed on September 11, On October 8, 2017, ViaSat collected a payment of $from [redacted] for her monthly service feesThis amount also included prorated fees based upon when [redacted] ’ account was resumed from suspension for nonpayment ViaSat received contact from [redacted] on October 11, regarding a charge of $that had caused her to go into overdraft at her bankAt this time, she was correctly advised that no such payment was showing on her account; however, as [redacted] stated that the charge was showing on her bank statement, the ViaSat representative escalated a request for her to be reimbursed for nonsufficient fees in the amount of $This request was denied on October 16, as documentation was needed showing that ViaSat had caused her to go into overdraft [redacted] was informed of this on October 17, 2017, at which time she was provided with ViaSat’s fax number [redacted] called numerous times regarding her [redacted] reimbursement between October 22, and October 30, On October 22, 2017, she was incorrectly informed that her refund would be processed in four days; however, as there was no refund request created, no refund was reviewed or processedOn October 29, 2017, she was correctly advised that the processing time for refunds was to business daysPer her request, her call was transferred to a supervisor for further assistanceDuring her conversation with the ViaSat supervisor, it was recommended that [redacted] call back into ViaSat during regular business hours so she could speak to ViaSat’s Corporate Resolution Team and it could be determine if her fax had been received A new reimbursement request was opened on October 30, during a conversation [redacted] had with a ViaSat supervisorAt this time, [redacted] requested the disconnection of her accountThe ViaSat supervisor offered [redacted] a retention offer of $off her bill per month for months, but she declined the offerThe ViaSat supervisor informed [redacted] of all disconnection disclosures, including the early termination fees, and processed her disconnection requestPer [redacted] ’ request, the ViaSat supervisor also moved forward with having [redacted] ’ payment method removed from her ViaSat accountThis was successfully processed on November 1, On October 31, 2017, a member of ViaSat’s Corporate Resolution Team reviewed [redacted] ’ faxed bank statements, and determined that she had been charged $by ViaSat; however, the payment was not listed on her account and a second account for [redacted] ’ could not be locatedThe CRT representative attempted to reach out to [redacted] to discuss the matter with her and to inform her that she would need to issue a dispute with her financial institution, but [redacted] was unavailable and a message was leftThe CRT representative attempted a second call on November 1, 2017, but there was no answer and no opportunity to leave a message [redacted] contacted ViaSat via online chat on November 1, regarding her refundAt this time, she was informed that her request had been closed, and that she should call in to speak with a CRT representativeLater the same day, [redacted] called ViaSat regarding the charge of $80.11, at which time it was recommended that she file a dispute with her bankPer her request, another refund request was escalatedAs the payment of $was not showing on [redacted] ’ account, the request was denied on November 6, ViaSat has located the account on which the charge of $occurred; however, as of November 20, 2017, the payment method has been removedTherefore, ViaSat is unable to issue a refund for the amountWe recommend that a chargeback for the amount be issued through [redacted] ’ bankAs of November 20, 2017, ViaSat has no record of receiving a previous dispute for the amount from [redacted] ’ bank Regarding reimbursement for her overdraft fees, [redacted] will need to send in a copy of her rolling 30-day bank statement showing that ViaSat’s charges caused her to go into overdraftThis bank statement should include her balance before the ViaSat charges, the ViaSat charges, and the subsequent overdraft feesThis documentation may be faxed to ViaSat at 720-228-or emailed to [email protected] in reference to ticket no [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Please do not try to deescalate the situation based on the fact that my account is currently in Liberty PassIF YOU HAD READ the notes on the account, you would see that the speed is staying slow regardless of Liberty Pass or being within our data! While I realize there are "many variables" that can affect speed, there was no issue with our service until the last months! If this were an issue with our computer or other equipment, it would have been going on for the last years, NOT JUST the last months ONLY! It is OBVIOUS there is an underlying issue here that for some reason you are unwilling to investigate and resolve! Sincerely, [redacted]

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by Mr [redacted] on November 1, and also available at exede.com/legalAll 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 Mr [redacted] at the point of sale Mr [redacted] was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, 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 Our records indicate Mr [redacted] contacted ViaSat several times between November 15, and December 13, regarding his monthly priority dataEach time, Mr [redacted] was informed of ViaSat’s Data Allowance Policy and provided with tips on how to conserve his data On December 19, 2016, Mr [redacted] called to disconnect his account, advising that he felt he had not been fully informed of the service at the point of saleAt this time, the ViaSat representative escalated a request to see if Mr***’s early termination fees could be waived before processing his disconnection requestThe request for the waiver of the early termination fees was denied on December 20, as the fee was considered valid ViaSat charged Mr [redacted] $in early termination fees on January 4, 2017, but the payment failedOn January 27, 2017, ViaSat received a chargeback of $from Mr***’s financial institution for monthly service fees collected on December 4, At this time, a refund for the amount was issued to Mr***’s payment method; however, because the charge was considered valid, it was added to the existing balance due Mr***’s account was referred to outside collections on February 6, for further action on the total balance due of $Mr [redacted] called regarding the collections balance on February 7, 2017, at which time he was reminded of his signed Customer Agreement As resolution to this complaint, ViaSat has escalated to have Mr***’s account removed from outside collections as of May 8, with the balance due waived in full We apologize for any frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Mr [redacted] on July 22, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to her satisfactionViaSat’s service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr [redacted] plan 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 saleIt is also addressed on the first page of the Customer AgreementOn July 24, 2016, Mr [redacted] contacted ViaSat to discuss his account and the Data Allowance PolicyDuring his conversation, Mr [redacted] was educated on the Data Allowance Policy and the Early Termination Fees should he wish to disconnect his accountMr [redacted] requested to speak with a supervisor; however, one was not available at this time and he was advised that one would contact him back at a later timeWe apologize if Mr [redacted] did not receive a call back from a ViaSat supervisor In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect Mr [redacted] ViaSat account with waiver of the early termination feesMr [redacted] will also be responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr [redacted] would like to have his account disconnected, he may contact ViaSat’s 24-Hour customer service department at [redacted] and reference ticket [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ Thank you for bringing Mr [redacted] ' complaint to our attentionWe apologize for any issue he may have experienced with ViaSat's Exede Internet service At the point of sale, customers are advised that the service speeds are no guaranteed and may varyThis point is address in the Customer Agreement, signed by Mr [redacted] on July 30, and available at exede.com/legalDue 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 activitySpeeds can also be impacted if customers exceed their monthly priority data, pursuant to ViaSat's Data Allowance Policy Mr [redacted] was receiving ViaSat's Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe Liberty service plans are subject to "Priority Data" usage limits which are also described in the Data Allowance PolicyIf a customer exceeds their Priority Data usage limits, they will receive "Liberty Pass" for the remainder of their monthly billing periodLiberty Pass speeds will be slower than Priority Data speeds (between 1-Mbps download), do not support video streaming on multiple devices and may not support streaming of high definition videoLiberty Pass speeds will vary based on the time of day and a customer's geographic location and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which may result in Liberty Pass users experiencing slower speeds when the network is busy than subscribers who have not exceeded their data allowance or other data thresholdHeavier users of Liberty Pass may be slowed to a larger extent than lighter users Our records show Mr [redacted] called ViaSat on July 7, because he was experiencing slow speeds, at which time he was educated on network congestion in his areaOn July 21, 2015, Mr [redacted] exceeded his monthly Priority Data usage limits and was placed on the Liberty PassMr [redacted] contacted ViaSat on July 22, regarding the speed of his service, at which time a ViaSat representative guided him through troubleshootingAs Mr [redacted] ' speeds continued to be slow, the ViaSat representative offered him a free service call and GB of free additional dataMr [redacted] accepted these offersThe free service call was cancelled on July 23, by ViaSat's Home Service Provider prior to the completion of the service call because the values from Mr [redacted] ' modem were in working order Mr [redacted] called again on July 23, because his speeds were slowDuring this conversation, Mr [redacted] was guided through troubleshooting and a ViaSat's Exede Expert assisted him with cleaning his computer of any junk files or malwareMr [redacted] ' modem software was also updated at this time to the current version On July 24, 2015, Mr [redacted] called ViaSat again about his speedsDuring this conversation, the ViaSat representative ran three speed tests on ViaSat's end, all of which showed that the speed going through Mr [redacted] ' modem was within or above the advertised rangeMr [redacted] requested the disconnection of his account, at which time he was reminded of his signed Customer Agreement and early termination feesAs a gesture of goodwill, however, the ViaSat representative escalated a request for the early termination fees to be waivedThis request was rejected on July 28, because ViaSat's records showed that his speeds were within rangeMr [redacted] was advised of this on July 29, The Customer Agreement 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 August 1, 2015, ViaSat charged Mr [redacted] $in early termination fees, plus a charge for GB of additional data; however, the payment failed As Mr [redacted] ' service was in Liberty Pass at the time of his disconnection and, thusly, working as advertised, ViaSat does not agree to waive his early termination fees in fullHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees plus the charge of the GB of free additional data that should have been waived, leaving Mr [redacted] responsible for a balance due of $ViaSat does not agree to refund Mr [redacted] for his first month of service as he was actively using it Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) At the point of sale, customers are advised that the service speeds are no guaranteed and may vary This is not addressed by your Sales Team (If I was told that Up to mbps meant that - mbps was the norm, I never would have ordered the service!) Due 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(All of the items listed above were checked by YOUR EXEDE EXPERTS and installers, and the speeds were in the - mbps range) Liberty Pass [redacted] will vary based on the time of day and a customer's geographic location and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m- 2:a.mlocal time), which may greatly impair your ability to use the internet (it didn't matter what time of day I used the service It never ran speed test at mbps This included over the phone with your Help Deck, Tier support, and Exede Experts They could get it from their end, but never to my modem.) Our records show Mr [redacted] called ViaSat on July 7, because he was experiencing slow speeds, at which time he was educated on network congestion in his areaMr [redacted] contacted ViaSat on July 22, regarding the speed of his service, at which time a ViaSat representative guided him through troubleshootingAs Mr [redacted] ' speeds continued to be slow, the ViaSat representative offered him a free service call and GB of free additional dataMr [redacted] accepted these offersThe free service call was cancelled on July 23, by ViaSat's Home Service Provider prior to the completion of the service call because the values from Mr [redacted] ' modem were in working order Mr [redacted] called again on July 23, because his speeds were slowDuring this conversation, Mr [redacted] was guided through troubleshooting and a ViaSat's Exede Expert assisted him with cleaning his computer of any junk files or malwareMr [redacted] ' modem software was also updated at this time to the current version (Throughout this whole time I never received one speed test that was close to mbps They typically were from to just over Where is the advertised mbps?) On July 24, 2015, Mr [redacted] called ViaSat again about his speedsDuring this conversation, the ViaSat representative ran three speed tests on ViaSat's end, all of which showed that the speed going through Mr [redacted] ' modem was within or above the advertised range(again, this is not flowing through the YOUR modem I ran the test to different laptops Once was connected by Ethernet and the other by wireless I tried different Ethernet cables Only one would be connected at a time I never got tests run back to back to ever get above I'm paying for service I get, not what you get!) Mr [redacted] requested the disconnection of his account, at which time he was reminded of his signed Customer Agreement and early termination feesAs a gesture of goodwill, however, the ViaSat representative escalated a request for the early termination fees to be waivedThis request was rejected on July 28, because ViaSat's records showed that his speeds were within rangeMr [redacted] was advised of this on July 29, Early termination fees will apply if service is canceled prior to the minimum service termOn August 1, 2015, ViaSat charged Mr [redacted] $in early termination fees, plus a charge for GB of additional data; however, the payment failed(you were charging for GB of data that YOU needed to test everything out since your equipment doesn't work as advertisedPer your Customer Service Reps, I wasn't to be charged for this! I was also told by my Legal group not to pay this bill.) ViaSat will waive half of the early termination fees plus the charge of the GB of free additional data that should have been waived, leaving Mr [redacted] responsible for a balance due of $(Per my Legal group with Wells Fargo, the entire amount must be waived, or we'll let a judge decide on if - mbps and never getting close to 12mps is what is advertised to the consumer ) Final Consumer Response / [redacted] (4200, 11, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) at no time during the month did the speeds ever come close to mbps download or the stated upload This was also the during the time when the gave the additional Gig for testing The question is whether I was able to get the speed EVER during a speed test with the Exede Experts on my end The answer is no At no time during the month of service did your equipment ever deliver close to mbps It never hit half that speed Please remember this is Exede's router, satellite dish, and installation Exede Expert also spent hours cleaning up my laptop and the speeds got worse, not better On Exede's end they were getting speeds that were acceptable to the, but never did me, the consumer, get these speeds Waiver of the Early Termination is the only acceptable answer Final Business Response / [redacted] (4000, 13, 2015/08/28) */ Thank you for bringing Mr [redacted] ' rebuttal to our attention As a gesture of good faith, ViaSat has waived the balance of $in full Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/08/04) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of any installation fee should there be one associated with the accountWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat has placed credits to Mr [redacted] 's account totaling $which covers the charge for the installation feeIn order to arrive at a resolution ViaSat has also issued a refund of $back to Mr [redacted] today August 4, and he will see this refund within 3-business daysShould Mr [redacted] choose to disconnect the account the early termination fees would applyThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they misrepresented themselves at sale time then monday 8-turned of the internet use.why should I have to pay for early departureThey turned it off I did notThis hole thing is a Big Mess The misrepresented everything from the startAnd by returning the installtion fee says the were in the wrongThey terminated my service I did Not Final Consumer Response / [redacted] (3000, 23, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've NOT RECIEVED ANY REFUND FROM THESE PEOPLE ! I Sent you folks a Copy Of my Bank STATMENT SO YOU CAN SEE ! Although They Did Take another $From my account witch I debuted it and Got Back With the Help of My Credit Union Either these people are total layers or The Right hand Does not Know What the Left hand is Doing [redacted] XXXXXXXXXX Please Feel Free to Call ME ! Final Business Response / [redacted] (4000, 25, 2015/08/27) */ Thank you for bringing Mr [redacted] 's response to ViaSat's attentionViaSat shows a refund of $being issued back to Mr [redacted] on August 4, This refund would have been issued back to the payment method that was on file at that timeFor security purposes we do not have the card number; however, we do show the expiration date as being 7/If Mr [redacted] feels he has not received the refund he will need to contact customer care at XXX-XXX-XXXX and fax over a rolling bank statement to XXX-XXX-XXXX showing the month of AugustWe apologize for any inconvenience this may have caused; however, ViaSat shows the refund as being issuedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our attention 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 speed to youViaSat discloses at the point of sale and in its Customer Agreement, signed by [redacted] on May 22, 2017, that speeds may vary and are not guaranteed Our records show [redacted] called ViaSat on June 26, because he was experiencing slow speeds, at which time he was guided through troubleshootingWhen [redacted] ’s speeds remained slow, the ViaSat representative ran a speed test to the modem, the results of which showed that [redacted] ’s modem was receiving speeds above-advertised rangeDuring a second conversation with a ViaSat representative the same day, [redacted] indicated that he was unhappy with the speed of his service and that his monthly data usage was consumed quickly because he and his wife worked from homeThe ViaSat representative offered to transition [redacted] ’s account to a service plan that offered more data, which [redacted] accepted [redacted] ’s account was transitioned to ViaSat’s Liberty GB + Free Zone plan On June 27, 2017, [redacted] called back regarding slow speedsAt this time, the ViaSat representative reviewed [redacted] ’s account and informed him that his service was being impacted by high network trafficWhen [redacted] disputed this reasoning, the ViaSat representative offered to guide him through troubleshooting, but [redacted] declined and requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, [redacted] was informed that troubleshooting would need to take place before a request for his early termination fees could be escalated [redacted] advised he would think about it and call back [redacted] called ViaSat back the same day advising that he was having an issue with his wireless connection, at which time he was offered troubleshooting [redacted] informed the ViaSat representative of his conversation with the supervisor, and he was advised that he would be contacted by a supervisor regarding the early termination fee waiver [redacted] advised he’d disconnect the account on July 23, as he had already paid for the billing periodThe ViaSat representative escalated a request for [redacted] ’s early termination fees to be waived, but the request was denied because the fees were considered valid On June 30, 2017, a ViaSat supervisor reached out to [redacted] regarding his service, at which time [redacted] informed of his dissatisfaction with the data allowance and his wireless connectionThe supervisor attempted to inform [redacted] that the issues with his wireless connection could be related to his router, but [redacted] declined to discussThe ViaSat supervisor informed [redacted] that the request for the waiver of the early termination fees had been submitted, but that the fees were validThe conversation ended shortly after As he has been actively using the service, ViaSat does not agree to issue [redacted] a refund for the paid monthly service feesViaSat also does not agree to waive his early termination fees in full; however, as resolution to this complaint, ViaSat will agree to waive them in half, leaving him responsible for early termination fees of approximately $ Currently, [redacted] ’s account is still activeIf he would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Since last contacting ViaSat on March 14, regarding the connectivity of his ViaSat account, ViaSat did not receive contact from [redacted] again until May 13, At this time, [redacted] sent an email into ViaSat’s Customer Service Department stating he had no connectivityThe ViaSat representative replied to [redacted] educating him that there was a current weather outage within his area; however, his system appeared to be onlineIf [redacted] needed further technical assistance, he was educated to contact ViaSat’s Technical Support team at [redacted] [redacted] did not contact ViaSat’s Technical Support teamFurthermore, as of today, May 17, 2017, [redacted] has used of his GB planPursuant 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 [redacted] ’s usage will reset on May 20, If [redacted] ’s current plan not meeting his needs, he may transition to one that will better suit his needsViaSat believes this complaint has been resolved given the information providedThank you

Thank you for bringing Mr [redacted] ’s complaint to our attention The Customer Agreement, signed by Mr [redacted] on May 11, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes A [redacted] box with a prepaid return shipping label is delivered to a customer’s home address within a week after their disconnection, and it will include return instructions Our records show Mr [redacted] called ViaSat on March 6, to disconnect his account, at which time he was reminded of the equipment return requirementsDuring this conversation, Mr [redacted] informed the ViaSat representative that he would need assistance with removing the transceiver from the dishUnfortunately, the ViaSat representative failed to order a service call as requested by Mr [redacted] We apologize for any frustration this may have caused him to experienceHis account was disconnected the same day On April 4, 2017, Mr [redacted] called because a technician had not come out to fulfill his service call and [redacted] had attempted to pick up his equipment return kitAt this time, a service call was ordered and scheduled for the afternoon of April 7, Our records show ViaSat’s technician went out to Mr [redacted] ’s home on the scheduled date but at an earlier time, but Mr [redacted] was unavailableThe ViaSat technician contacted Mr [redacted] , who advised that he would be available between 3:PM and 4:PM, local timeUnfortunately, the technician had gone to another job and advised Mr [redacted] that he would be unavailable for that timeframe Later the same day, ViaSat’s Home Service Provider (HSP) reached out to Mr [redacted] to inform him that the technician could be back at his home between 5:PM and 6:PMWhen Mr [redacted] informed the representative that the timeframe did not work with his schedule, the HSP attempted to schedule the appointment for another day, but Mr [redacted] was unsure when he would next be available ViaSat received a call from Mr [redacted] on April 7, regarding his appointmentAt this time, Mr [redacted] was informed that his service call could be rescheduled for a different date and time, but Mr [redacted] declined this offerWhen Mr [redacted] requested to be compensated for the time he took off work, he was correctly informed that ViaSat would not do so, at which time his call was transferred to a ViaSat supervisor, per his request During his conversation with the ViaSat supervisor, Mr [redacted] was informed that they would waive the cost of the unreturned transceiver so he did not have to worry about returning it within the 30-day timeframe, but that he would still need to return the modem within the timeframeUnfortunately, the supervisor’s request to waive the unreturned transceiver fee was denied on April 10, We apologize for any frustration this may have caused Mr [redacted] to experience The HSP attempted to contact Mr [redacted] an additional eight times to reschedule his appointment, to no avail, between April 7, and April 14, On April 12, 2017, ViaSat collected a payment of $in unreturned equipment fees from Mr [redacted] Mr [redacted] called ViaSat on April 13, regarding the charge, at which time he requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, Mr [redacted] was informed that the equipment fee waiver request had been denied, and that he was required to return ViaSat’s modem and transceiver within days, per the Customer AgreementWhen Mr [redacted] advised of his service call experience, the supervisor informed him that they would review his service call order and call him backUpon review of the service call notes, the ViaSat supervisor called Mr [redacted] back and offered to reschedule the appointmentMr [redacted] declined the offer and requested to speak with ViaSat’s Corporate Resolution Team (CRT)A callback request was escalated to a CRT representative for resolution On April 14, 2017, a CRT representative reached out to Mr [redacted] to discuss his concernsAt this time, Mr [redacted] confirmed that he had been contacted several times by the HSP, but had declined to answer the callsThe CRT representative offered to reschedule the appointment for Mr [redacted] so a technician could retrieve the transceiver from the dish, and advised that no refund would be issued until the equipment was returned As resolution to this complaint, ViaSat will agree to issue a refund of $for the unreturned transceiver feeThis refund has been issued to his payment method as of April 17, Mr [redacted] should be advised that it may take to business days from the issue date for him to ssee this amount deposited into his accountThe charge for the unreturned modem will not be returned to Mr [redacted] until the modem and transceiver have been returned to ViaSat 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, as long as they follow along with their word and my dad doesn't get paid back Sincerely, [redacted] [redacted]

[redacted] I do not accept this as the internet went out hrs after they worked on it and when I called they stated that it was a outage...well the outage must be on again as I have no internet...I was lucky it worked for hours this timeI have not been able to call as I have had doctors appointments and when I tried to call was on hold for a long period of timeMy question would be why did not the tech working on this equipment do a modem upgrade? It seems that that they can not or will not solve this problemThey like to read a statement about charging you to fix the problem...maybe someone should inform them that is a contract and there is such a thing as breach of contract

Thank you for bringing Mr [redacted] ’s rebuttal to our attention In response to this rebuttal, ViaSat has reached out to its collections agency to inquire about the payment Mr [redacted] madeViaSat has been advised that the collections agency will be issuing Mr [redacted] a refund, but that it may take him a full days to receive itMr [redacted] ’s account has been removed from outside collections with the balance due waived in full as of March 8, 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, Christopher Leonard P.SMy debit card is cancelled and they must credit my account with First Midwest Bank of Dexter for 74.52, since I now have a new debit card numberThank You

Complaint: [redacted] I am rejecting this response because:I called today because your company is incapable of sending a labelI only received a box, I was provided a tracking number for that packageI requested a label 3x now - nobody can find tracking numbers for these said packagesNow you want me to pay for that too? Sincerely, [redacted]

Thank you for bringing Ms***’s rebuttal to our attention Our records show Ms [redacted] was issued a refund for $on March 25, for the unreturned equipment feesOn April 12, 2016, in response to Ms***’s initial Revdex.com complaint, ViaSat issued her two refunds totaling $523.00; however, as this amount was considered valid, it remained as a balance due on Ms***’s accountAll refunds were successfully processed on ViaSat’s end On April 18, 2016, Ms***’s account was sent to outside collections for the balance due of $as she did not make a payment for the amount as advised in ViaSat’s previous response Our records show Ms [redacted] contacted ViaSat on April 21, to request ViaSat verify the refunds with her financial institutionAs it is not ViaSat’s responsibility to verify refunds with a customer’s bank, Ms [redacted] was advised that ViaSat could either mail her a copy of the invoice(s) showing the refunded amounts, or she could perform a three-way call with her bank on the phonePer her request, copies of the invoices were printed and sent to Ms [redacted] the same dayFor her records, this invoice has been included with this response Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on July 21, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionPer the signed customer agreement ViaSat is authorized to charge the payment method on file for the early termination feesViaSat does not have a payment plan for the early termination feesIn order to arrive at a resolution ViaSat has waived off the charge of $for the early termination feeThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:I was told by your representative that I would not have to sign a new two year contract and now I am being told other wise Sincerely, [redacted]

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