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ViaSat Reviews (959)

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? [redacted] contacted ViaSat on May 19, regarding the charges to her ViaSat accountDuring her conversation with the ViaSat representative, [redacted] was educated that no charges were collected and that she would need to dispute any charges she might see with her bank ? ViaSat has attempted to collect $from [redacted] ’s payment method on file on four separate occasions (May 8, May 12, May 13, and May 19); however, each time ViaSat was notified that the payment was failed by [redacted] ’s bank ? As ViaSat has been unable to collect any fees from [redacted] , on May 19, 2017, her ViaSat account was suspended due to nonpayment ? If a payment has been collected by ViaSat for the services rendered on [redacted] ’s account, she must please provide a bank statement outlining this informationOnce received, ViaSat will review and if any funds are due back to [redacted] , a refund will be issued ? If [redacted] has any additional questions regarding this process, 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] was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement, signed by Ms [redacted] on February 19, 2016.? A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.On April 20, 2018, Viasat had not recorded the return of Ms [redacted] equipment within the required day timeframeDue to this, Ms [redacted] billing generated in the amount of $for unreturned equipment feesViasat was successful in taking payment that day for the amount.On April 23, 2018, Ms [redacted] contacted Viasat to determine why she had been charged after her disconnectionA Viasat representative advised Ms [redacted] that there was no record of the equipment being returned and advised her to contact UPS to determine the location of the package.On June 6, 2018, Ms [redacted] contacted Viasat to check on the status of the returned equipmentA Viasat representative offered to escalate Ms [redacted] request to Viasat’s Logistics team, which Ms [redacted] acceptedAn investigation was conducted by the Logistics team, and it was determined that no equipment had been returned by Ms***.? On June 14, 2018, Ms [redacted] contacted Viasat to request to speak to a Viasat supervisory representativeThe representative correctly advised Ms [redacted] that due to the findings of the investigation, no refund was due.? At this time, Viasat believes that all appropriate actions have been taken and will not process a refund for the equipment charges unless the equipment is shown to be receivedIf 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.?

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused On May 2, Ms [redacted] contacted ViaSat as she was charged $for early termination fees that a previous ViaSat representative offered to waiveAs Ms [redacted] was not to be charged this fee, on May 13, 2016, ViaSat issued a refund of $to the payment method on fileOn July 28, 2016, ViaSat received the chargeback from Ms [redacted] bank (dated from April 28, 2016) for the $charge collected on April 28, 2016, but refunded on May 13, Ms [redacted] did send ViaSat her bank statements as she stated she did not submit a chargebackHowever, upon review of the statement provided by Ms [redacted] , ViaSat’s charge of $showed on her banking history on April 29, 2016, and the bank submitted a provisional credit to her account on May 2, for the $Further on her bank statement provided, on May 16, 2016, Ms [redacted] was given a refund of $ Due to this information, ViaSat charged Ms [redacted] $344.00, we refunded the $344.00, and her bank submitted a chargeback for the $Ms [redacted] therefore received $back to her bank As ViaSat already issued a refund for the charge, and Ms [redacted] submitted the charge back through her bank, ViaSat sent Ms [redacted] account to our outside collections agency in an effort to collect on the outstanding balance for the additional $she receivedViaSat did not report the delinquent balance to any credit reporting bureausIf Ms [redacted] would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $Once received, ViaSat will remove Ms [redacted] account from the outside collections process Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our records show Ms [redacted] ordered service through an authorized ViaSat dealer on January 10, 2017, at which time she elected the Liberty GB plan at $ a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly priority data, download speeds up to Mbps, and upload speeds up to Mbps ViaSat’s Liberty plans do not provide a Late Night Free ZoneInstead, they come with a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet This information is incorporated into the Customer Agreement signed by Ms [redacted] on January 11, The service was installed at Ms [redacted] ’s home on January 11, On January, 12, 2017, ViaSat collected a payment of $from Ms [redacted] for her monthly service feesShe called into ViaSat the same day to discuss her data usage, at which time she requested to transition to ViaSat’s Freedom GB service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps, but does not come with a Late Night Free Zone Pursuant to ViaSat’s Bandwidth Usage Policy, when an Exede Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing period This may result in slower speeds when the network is busy If the customer has used greater than GB, ViaSat may contact the customer and give them the option to reduce their usage or transition to another service planIf they do neither, ViaSat may terminate service ViaSat received another call from Ms [redacted] on January 13, 2017, at which time she requested to terminate serviceWhen the ViaSat representative reminded Ms [redacted] of the 24-month minimum service term and early termination fees, and informed her that there was no grace period for the service, Ms [redacted] requested to speak to a supervisorWe apologize if she was unable to speak to a supervisor at this time or did not receive a call back from oneMs [redacted] ’s account was not disconnected at this time Ms [redacted] called ViaSat back on January 15, 2017, at which time her account was disconnected, per her requestAt this time, Ms [redacted] was once again informed of the early termination fees, and was also advised of the equipment return requirements The Customer Agreement 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 The Customer Agreement also advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instructions for the return of the equipment within a week after disconnectionCustomers are advised of these points at the time of sale and are reminded of them when they choose to disconnect service As resolution to this complaint and in consideration of Ms [redacted] ’s short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullHowever, Ms [redacted] will be responsible for any prorated fees associated with her service plan transition Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedIt is our goal to provide Ms [redacted] with the best internet experience possible However, 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 equipment Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed At 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 29, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat has attached the signed customer agreement for Ms [redacted] viewingThe Customer Agreement signed by Ms [redacted] on July 29, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees If we are unable to process your automatic payment at any time and we do not receive electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts payable by the customer to us The Customer Agreement also states that monthly fees are payable each month in advance and such monthly fees will apply for each and every month (or portion of a month) that you are a subscriberIf the customer’s account is suspended for a partial month, they are still responsible for the full month of service ViaSat does not agree to waive the early termination fees from the account and no refunds will be issued as the services were usedShould Ms [redacted] wish to disconnect she can contact customer service by phone at ###-###-#### to have the account disconnectedViaSat does not accept written correspondence/email as a form of disconnectionThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response / [redacted] (1000, 4, 2015/10/27) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration surrounding the Data Allowance Policy Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms [redacted] on [redacted] 16, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset Ms [redacted] chatted into ViaSat's customer service department on October 24, regarding her usage and how she felts it was not being calculated accuratelyDuring her conversation with ViaSat's representative, Ms [redacted] was advised of her usage, and network devicesMs [redacted] was also advised to contact ViaSat's customer service department via telephone to further discussHowever, since this date Ms [redacted] has made no contact again with ViaSat's customer service department In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms [redacted] 's account with waiver of half her early termination feesViaSat does not agree to waive these fees in their entirety as ViaSat does not believe Ms [redacted] allowed us the opportunity to resolve any issues she may have experienced with the Data Allowance PolicyIf Ms [redacted] would like to accept this offer, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/04) */ Please see attachment Final Business Response / [redacted] (4000, 9, 2015/11/05) */ ViaSat will agree to refund Ms [redacted] the unused fees associated with her prepaid lease feeThe refund due is $and will be issued at the time of disconnectViaSat will agree to disconnect Ms [redacted] 's account as of November 15, At that time, the waiver of half the early termination fees will occurMs [redacted] is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThank you

Complaint: [redacted] I am rejecting this response because: This company is a big bully and feels that they can change policy when ever it is convenient, in away I'm glad that I have been able to turn people from? getting service with Excede, if they want to credit me that's fine but I don't trust this company that thinks it's ok to charge my account with out letting me know.? Sincerely, [redacted]

Thank you for bringing [redacted] ’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat [redacted] is currently receiving ViaSat’s Liberty GB – WiFi + Free Zone plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeDue to a promotional offering, [redacted] is receiving the EasyCare protection plan at no cost for the first three months of service Our records show [redacted] purchased ViaSat’s service through an authorized ViaSat DealerAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term; early termination fees; and the billing and pricing for the service, including the equipment lease fees and that taxes would applyEach of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on July 28, 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 [redacted] at the point of sale As resolution to this complaint, ViaSat will apply a credit of $off [redacted] ’s bill per month for monthsThis discount has been applied as of August 16, Alternatively, ViaSat is willing to waive [redacted] ’s early termination fees should he choose to disconnect prior to August 28, If he chooses to disconnect service, he may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] called ViaSat on January 7, to disconnect her accountThe Customer Agreement signed by Ms [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termDuring her conversation with ViaSat's Customer Service Representative, Ms [redacted] was advised that a day trial period is not offered, and the charges pending would stand On March 11, ViaSat did attempt to reach out to Ms [redacted] as she had a past due balance, and her ViaSat account had been suspendedHowever, Ms [redacted] was unavailable, and a voice message was left for herViaSat did not receive contact from Ms [redacted] until March 18, During this conversation, Mr [redacted] was once again advised that ViaSat does not offer a day trial period and that should she wish to disconnect her account she would be responsible for any applicable Early Termination Fees As a gesture of good faith, ViaSat will agree to waive the past due balance for the Early Termination Fees of $Furthermore, ViaSat will waive the $activation fee, and $for her January monthly billHowever, Ms [redacted] is responsible for the $ViaSat failed to collect for her December monthly billMs [redacted] may contact ViaSat at ***-***- [redacted] and make a payment for the $ Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted ViaSat ( [redacted] ) direct on June 4, and have been advised that ViaSat will agree to remove any and all chargesFurther, ViaSat will contact the collection agency to remove this account and there will be no further collection attempts against meProvided ViaSat responds and acknowledges this settlement I will consider the matter resolved Final Business Response / [redacted] (4000, 9, 2015/06/08) */ As stated by Ms***, ViaSat has agreed to remove the entire balance from the collections processGiven this information, ViaSat believes this complaint has been resolvedThank You!

(The consumer indicated he/she DID NOT accept the response from the business.) The main concern was that Viasat cannot provide information about the overusageThis is, in and of itself, an obvious issueIf they can't provide evidence of overuse, how can they allow our services to be restricted? I do not accept their response and will need to look for another providerThanks for your help, thoughThe Revdex.com has been very responsive with this assistance

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 meSincerely, [redacted] ?

Complaint: [redacted] I am rejecting this response because: As we told them in several conversations we wanted it disconnectedI was told the last time it had been disconnectedthey need to listen to the taped conversation and they will see I have been trying to get it disconnectedthey know I have unplugged the modem as they can tell there has been no single come through since we talked to them the second timeI was told part of the data used was when they tested the system several timesI am not paying anything else and would like my money returnedI will not try to call and get it disconnected as I have already did this several timesthis is the worst service I have ever had and the worst company I have ever tried to deal with? ? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 12, 2015/12/30) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers 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 April 11, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset ViaSat'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 policyThe 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 Agreement, signed by [redacted] (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 usageViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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 ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat's serviceCustomers are informed at the time of sale that ViaSat's service may not work well with gaming and VPN applicationsIn addition, Section of the Customer Agreement signed by Mr [redacted] , clearly states, "Please note the following limitations applicable to use of the Service: VOIP services may not work over the ViaSat network if you are receiving Service through one of the WildBlue PlansReal-time or "twitch" online gaming activities may experience performance degradation over the network, including latency effectsVPN applications may not perform or may perform poorly and are not recommended." The Customer Agreement provided to each new subscriber obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will applyViaSat is unwilling to waive Mr [redacted] 's Early Termination Fees in fullHowever, ViaSat agrees to waive half of the Early Termination Fees upon the return of ViaSat's equipmentMr [redacted] can call a ViaSat Customer Care Agent at X- XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of his account and ViaSat send UPS box Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 14, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any issue she may have experienced with ViaSat’s billing The Customer Agreement signed by you on April 4, states that monthly fees are payable in advance and such monthly fees will apply for each and every month (or portion of a month) beginning with the date service is activatedCustomers are advised of these points at the time of sale We apologize if you feel these points were not communicated to your satisfactionViaSat sends bills to the email address on fileOn May 8, ViaSat attempted to collect $from [redacted] payment method on file for half of the early termination fees as a ViaSat representative previously agreed to waive half; however, this payment failedDue to the nonpayment status on [redacted] account, on May 31, 2016, ViaSat sent her account to our outside collections agencyThis same date, [redacted] contacted ViaSat to inform us that she would be mailing a check in for the past due balanceAs the account had already been sent to our outside collections agency, the account remained there until the payment was receivedOn June 7, 2016, ViaSat received the one-time payment for the past due balanceOn this same date ViaSat removed [redacted] account from our outside collections for the amount of $and waived the balance dueViaSat did not report the delinquent balance to any credit reporting bureausWe apologize for any misunderstanding or frustration [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement signed by Ms [redacted] on May 25, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? Ms [redacted] contacted Viasat on August 28, in order to request a disconnection of her Viasat servicesThe disconnection was processed the same dayHowever, since that date was also the same as her billing cycle date, Ms [redacted] was billed in advance for serviceViasat was unsuccessful in taking payment, leaving the balance as a past due amount on the account.? On October 28, 2016, Viasat’s systems had not recorded the return of Ms [redacted] ’s equipment, and as such $was added to Ms [redacted] ’s past due balance, bringing the total due to $Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, 2016.? On November 13, 2016, Ms [redacted] contacted Viasat to advise that she had returned her equipment in SeptemberA Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $balance was removed as of November 17, 2016.? On February 22, 2018, Ms [redacted] contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance dueWe apologize for any inconvenience this may have caused Ms [redacted] .In resolution to this complaint, Viasat has submitted a request to remove Ms [redacted] for her full balance from collectionsIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’ complaint to our attentionWe apologize for any frustration she may have experienced The Customer Agreement, signed by Ms [redacted] on August 4, and available at [redacted] , states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleThe Customer Agreement also advises that ViaSat does not issue refunds for unused services, regardless of when the service is disconnected On August 8, 2016, ViaSat attempted to collect a monthly service payment of $from Ms [redacted] , but the payment failedMs [redacted] called ViaSat on August 10, to disconnect the accountWhen she was reminded of the balance due on the account, Ms [redacted] advised that she’d called a few days prior to her bill cycle date to request disconnection, but had been told to call back due to a system outageUnfortunately, ViaSat has no record of this interactionWe apologize for any frustration this may have caused Ms [redacted] to experienceDuring this conversation, the ViaSat representative correctly advised Ms [redacted] that she was responsible for returning ViaSat’s modem and transceiver, but incorrectly informed her that she would be charged an early termination feePer her request, Ms [redacted] ’ call was transferred to a ViaSat supervisor for further assistance During her conversation with the ViaSat supervisor, Ms [redacted] was advised that her 24-month minimum service term had recently expired and that she would not be charged an early termination feeThe supervisor also advised that they would waive the balance due of $from the account before processing her disconnection requestUnfortunately, the supervisor failed to waive the balance due as promised or properly note the accountWe apologize for any frustration this may have caused Ms [redacted] to experience As there was still a balance due on the account, on September 26, 2016, ViaSat began the process of putting Ms [redacted] ’ account in collectionsMs [redacted] called ViaSat on September 27, requesting to speak to a supervisor because she’d received a letter advising that her account would be sent to collections if the balance due wasn’t resolvedDuring her conversation with the ViaSat supervisor, Ms [redacted] was advised that ViaSat had no record either of her calling in to disconnection prior to her bill cycle date or that the balance due was supposed to be waived; therefore, the balance due was valid On October 3, 2016, ViaSat’s Consumer Affairs Team received an email from Ms [redacted] regarding this issueIn response, a request was escalated to have her account removed from the collections processMs [redacted] was advised of this the same day We apologize for any frustration Ms [redacted] may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] ’ complaintViaSat did not report the delinquent balance to any credit reporting bureaus Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused We apologize for any frustration Mr [redacted] might have experienced while attempting to call into ViaSat’s Customer Service DepartmentViaSat recently upgraded our phone system and due to a system error some calls were being routed incorrectlyOn October 11, 2016, ViaSat was able to successfully resolve this error and Mr [redacted] should be able to call ViaSat will no further issues On September 24, 2016, ViaSat received a call from Mr [redacted] regarding his usageDuring this conversation, the ViaSat representative provided Mr [redacted] with the website to review his usageViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted] Regarding the data usage Mr [redacted] sees on his usage meter, the monthly data usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current data usageThis is disclosed in text to all customers immediately below the data usage meter on [redacted] The ViaSat modem needs to be online to have the monthly usage meter resetCurrently, Mr [redacted] has consumed GB of his GB planMr***’s usage will reset on October 20, If Mr [redacted] would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have caused herAt the time of sale customers are made aware of ViaSat's Data Allowance Policy and how to access their usage meter on their myexede home pageWe apologize if Ms [redacted] feels this information was not communicated to her satisfactionAt this time ViaSat does not provide a daily, weekly or monthly break down of exactly what Ms [redacted] is using her service forViaSat offers each customer the opportunity to track their usage at myexede.com this will allow the customer access to their current usage but will not break down the actual usageMs [redacted] is welcome to contact customer service at any time XXX-XXX-XXXX to discuss a breakdown of the usage, but again this will only show certain informationWe apologize and ViaSat is looking into future improvements regarding the data usage breakdownThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe this business is falsifying my data usage If I can't see the data usage breakdown myself, I will not be convinced otherwiseTheir data meter is a pie chart showing how much data has been used but not what it was used on The business did tell me how to view my data but did not explain I will never be able to see for myself the breakdown of how it was used As I stated in my complaint, my family has decreased our internet usage to almost nothing and still get the same results month after month I pay a lot for their service and expect to see what my money is buying me If it was just me with this complaint against this business it would be one thing but I have heard from others the same complaintsAlso, this business' policy is to share my data usage information with a third party but not me, the customerI think if they can do that, they can "share" it with me At the very least, they should change their advertising for the plan I'm on to "you can't do very much with 10gb, might as well spend another $a month and get our biggest plan" Because they lead you to believe you can be on facebook and download short 1-minute videos, or surf the web and 10gb will be plenty of data Final Business Response / [redacted] (4000, 10, 2015/09/30) */ Thank you for bringing Ms [redacted] 's response to ViaSat's attentionWe apologize that Ms [redacted] feels the way she does regarding the services she has purchasedAt this time ViaSat cannot provide Ms [redacted] with a breakdown of the usage unless she decides to call customer service a call at XXX-XXX-XXXX and authorizes the agent to discuss the usageWe apologize for any inconvenience this has causedThe meter that ViaSat provides to each and every customer is accurate and ViaSat stands by their usage meterIf Ms [redacted] feels the service will not meet her needs or expectations ViaSat is willing to let Ms [redacted] out of contract with no early termination feesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedIn order to for ViaSat to better assist [redacted] with his concerns we will need him to provide the account number or the phone number associated with the account so we are able to locate itIf [redacted] could also explain the situation as to what has happened or what he is requesting that would also be very helpful as this complaint has very limited informationWe look forward to hearing back from [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat charged Ms [redacted] on October 8, in the amount of $for non-returned equipmentPer the customer agreement ViaSat asks that two (2) pieces of equipment be sent back within days of disconnection in order to avoid the non-returned equipment charges On October 10, ViaSat showed the tria piece as returned and issued Ms [redacted] a refund of $back to the payment method on fileViaSat was not showing the return of the modem which is why the other $was not refundedIn order to arrive a resolution ViaSat has agreed to issue a refund of the $Ms [redacted] will see this refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

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Address: 1725 Breckinridge Plz, Duluth, Georgia, United States, 30096-8982

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