ComplaintsforViaSat, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into agreement with Viasat for **************** on 12/23. Since the 1st day Viasat installer made my password available to others ( in neighborhood). My ************* was used up very quickly, but not by me/my household. I called Viasat after they notified me that my Internet was 70% & 90% used up; I was advised by them what equipment used up most data, and I didnt have that equipment in my home ; This occurred every month that I had Viasat Service. Viasat pretended to secure my account 3X, until while on the phone with Viasat with Viasat attempting to reset my WiFi password, that Viasat had NEVER REALLY RESET my password, only pretended to, because Viasat is unable to change the main password on their modems, so if someone has that modem password they can always use/add equipment to your usage without your knowledge or consent. I complained to Viasat several times, and have 2 case numbers #********, and #********. I terminated my service with Viasat effective 4/15/24, and requested that they waive the early termination fee, since they have been allowing others to use my internet data since I agreed to service from Viasat. I also would like a refund of at least 50% of all money paid to Viasat, due to the stress and the loss of internet service while dealing with Viasat.

  Business response

  04/08/2024

  Thank you for bringing ************************** complaint to our attention.
  
  The Customer Agreement, signed by ******************************* on November 12, 2023, commits each customer to a ******** 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.
  
  ******************************* is currently receiving Viasats Choice 50 Mbps/100 GB service plan at $119.99 a month plus applicable taxes, a $15.00 monthly equipment lease fee,EasyCare at $9.99 a month, and Viasat Shield Premium at $8.99 a month. The Choice 50 Mbps/100 GB service plan provides unlimited data usage at regular speeds up to 50 Mbps, and a high-speed data threshold of 100 GB.
  
  Viasats ************** plans are subject to Viasats ************** Policy. Viasats ******************* plans do not have a monthly data allowance. Pursuant to Viasats ************** Policy, if a customer uses more than 10 GB of their high-speed data usage threshold during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customers monthly measurement period, all uploaded and downloaded data transmitted using Viasat **************** will count towards the 100 GB high-speed data usage threshold.At the end of the monthly measurement period, the data usage resets to zero.Customers are informed of this information when they select one of Viasats ************** plans, and it is addressed in Viasats ************** Policy available at viasat.com/legal.
  
  Between November 25, 2023, and November 29, 2023, ******************************* contacted Viasat four times to inquire about her data usage. Each time the representative advised her that she had consumed 70% of her high-speed data. It was also recommended that ****************************** reset her Wi-Fi password if there were unrecognized devices connected to her network.
  
  On December 6, 2023, ****************************** called Viasat to change her Wi-Fi password. As the representative was unable to confirm the correct password before ****************************** ended the call, no changes were made.
  
  On January 4, 2024, ****************************** contacted Viasat to inquire about her data usage. The representative reviewed which devices were consuming the most data, and advised ****************************** that most of the data was being utilized for her sons schoolwork. The representative recommended ******************************* add Office Hours to her account, which she declined. Office Hours is an optional service that customers may add to select Viasat Internet plans that provides an additional 500 GB of high-speed data per month while allowing customers to use popular business applications every day from 8 AM to 5 PM local time before utilizing customers high-speed data. Only business applications that meet the classification of one of the following categories of internet content are included: web browsing, bulk transfers, real-time communications, network storage, social networking, VPN, or e-mail.
  
  On March 12, 2024, ****************************** called Viasat twice to check which devices were connected to her network. The representative reviewed the devices accordingly, and reminded ****************************** that she could view this information on Viasat Shield Premium.The option to change her Wi-Fi password or schedule a service call to look further into her data usage were offered, but ******************************* declined both suggestions.
  
  ******************************* called Viasat to disconnect her account on April 3, 2024. All Viasat residential accounts are disconnected at the end of a billing period,regardless of when termination is requested. As such, the disconnection was submitted to process on April 16, 2024, with disclosures read, including a reminder of the above-stated early termination policy. ******************************* disputed the early termination fees and an escalation was created to determine if they were valid to be waived.
  
  At this time,Viasat feels that all appropriate actions have been taken to assist ****************************** as the early termination fees have been deemed valid. If ****************************** has any further questions or concerns, she may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

  Customer response

  04/09/2024

   
  Complaint: 21523875
  
  I am rejecting this response because:my 1st contact with Viasat was to inform them that someone was stealing my data which Viasat agreed and said that unidentified device had used 50gigs and Viasatcwould give me back 20 gigs but no more and this phenomenon of my data being used by unknown sources has occurred since the beginning of me becoming a Viasat customer.  I will not pay their early termination fee and I am requesting to be reimbursed half of all payments made to Viasat for the stress and intrusion of privacy and illegal use of my account.
  
  Sincerely,
  
  ********************************************

  Business response

  04/11/2024

  Thank you for bringing ************************* rebuttal to our attention.
  
  Below is the usage by device and traffic cycle for ************************* current billing cycle. The majority of ************************* high-speed data was consumed between March 16, 2024,and March 20, 2024. Data usage was the highest on March 20, 2024, with ***** GB used.
  
  Usage by device:
  Unknown 43.23%
  Windows device 24.95%
  Android device 21.20%
  Apple device 9.00%
  iPhone 1.50%

  
  Usage by traffic type:
  Web browsing 47.40%
  Real time entertainment 32.25%
  Bulk transfer 7.14%
  Network Storage 3.78%
  
  At this time, Viasat feels that all appropriate actions have been taken to assist *******************************. If ******************************* has any further questions or concerns, she may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

  Customer response

  04/11/2024

  First the company hides behind American speaking people to get you under contract, and then all reps you speak to after sign up are foreign (original language) ( bate & switch), so youre blind sighted by who youre actually in contract with.  2ndly, I filed a police report because I was so unhappy that Viasat was allowing someone to use my data that I tried to get a new provider, which is how I met ****** he informed that he sold for Viasat & was sorry that I had a bad experience & that he would take over handling my account, as he handled most accounts in our area.  Viasat gave me and ****** the run and around several times/days then ****** disappeared- never called again and never showed up.  Viasat would give both of us conflicting stories like he didnt call or when we called together they would say that I had not given them authorization, complete BS.   Viasat would admit things on the phone, but when I asked for email verification of our conversation, Viasat always refused saying that I didnt need it.  Now, I realize it was so that they could lie and I would have no proof that our conversation ever happened.  My demands from Viasat are the same as on my original complaint and have not changed.  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to cancel this service for the last two years but they make it impossible

  Business response

  04/02/2024

  Thank you for bringing ****************** complaint to our attention.
  
  Viasat records indicate that ***************** first request to disconnect her account was on April 1, 2024. All Viasat residential accounts are disconnected at the end of a billing period,regardless of when termination is requested. As such, the disconnection was submitted to process on May 1, 2024, with disclosures read.
  
  At this time,Viasat feels that all appropriate actions have been taken to assist ****************. If **************** has any further questions or concerns, she may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Viasat is scamming older Americans. My Mom, ***************************, has been paying for internet. Somehow they sold her internet service and she doesn't even know how to use the internet. There are now 2 payments a month totalling a little over $250 being withdrawn from her account. Her account recently went negative due to the many scams she has been subjected to.

  Business response

  04/08/2024

  Thank you for bringing ************************ complaint to our attention.
  
  Viasat would like to review the request regarding this matter, however with the information provided, we cannot locate a Viasat account. We request that ******************** provide information pertinent to the Viasat account so that we may locate it, and we will be glad to assist him in this matter:
  
          Viasat account number 
          Associated phone number/email address
          Service address
          Modem MAC address   

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have complained about Viasat blocking my phone number. Ok. They won't unblock. They said I could use email. My service was good after that until about a month ago. At 3 or 4 am I could not get a usable speed. It was the beginning of the month so I hadn't used much of my allotment. I was a little sarcastic. Anyway now I realized they started overcharging me months ago and it is impossible for me to ask why.

  Business response

  04/08/2024

  Thank you for bringing Ms. ******* complaint to our attention.  
  
  **************** is currently receiving Viasats ************** Silver 25 ******* plan at $100.00 a month plus applicable taxes, a $9.99 monthly equipment lease fee, and EasyCare at $9.99 a month.  ************* Data Silver 25 ******* plan provides unlimited data usage at regular speeds up to 25 Mbps, and a high-speed data threshold of 150 GB.
  
  Viasats unlimited data ******* plans do not have a monthly data allowance. Pursuant to Viasats ************** Policy, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds.Starting on the first day of the customers monthly measurement period, all uploaded and downloaded data transmitted using Viasat **************** will count towards the 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasats unlimited data plans, and it is addressed in Viasats ************** Policy available at viasat.com/legal.
  
  On July 30,2023, **************** contacted Viasat to report connectivity issues, and it was determined that a ******* call was required. As **************** was not enrolled in EasyCare at that time, she was subject to the standard charge of $95.00 for the ******* call.  The representative assisted **************** in enrolling in EasyCare and provided a promotion to waive the monthly charge for EasyCare of $9.99 for three months.  Viasats EasyCare program is an optional add-on that waives the fee for all required ******* calls (normally $95.00), and provides customers with one discounted dish relocation a year.
  
  On November 12,2023, **************** received an invoice in the amount of $122.03.  *********** Ms. ******* monthly invoice amount was $111.29.  As the above-mentioned EasyCare promotion expired, this accounts for the increase in Ms. ******* monthly charges.
  
  As of April 8,2024, modem diagnostic tools indicate that Ms. ******* *******s are functioning properly.  Viasat performed a speed test and received speeds within range of Ms. ******* ******* plan.
  
  Thank you for the opportunity to respond. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had internet service with ViaSat several years, they kept increasing my monthly bill,so i got another service that is not as expensive They always withdraw money each month. I called the bank to tell them not to let ViaSat Internet withdraw from my account they told me I would have to pay thirty dollars before they would stop them from withdrawing my account so I called ********************** on February 17 2024 and told them that I no longer wanted their services,and not to withdraw any more money from my account, and on March 4th they withdraw ****** without my permission. I called ViaSat several times and asked them to put the money back in my account and if they didn't I would contact contact Better Business.

  Business response

  04/04/2024

  Thank you for bringing Ms. ******* complaint to our attention.  
  
  On February 26,2024, **************** contacted Viasat twice to disconnect service.  Each time, **************** disconnected the call prior to being transferred to Viasats ******************** to process her disconnection request.  To disconnect service, it is required that customers are read legal disclosures on a recorded line.  If the disclosures are unable to be conveyed with verbal acknowledgment from the customer, the account must remain active.  As such, Ms. ******* account remained active.
  
  On March 4,2024, **************** received an invoice in the amount of $127.67 for monthly service fees.  Payment in full was collected on the same day.
  
  On the same day, **************** contacted Viasat to inquire about the invoice, and she stated that she requested to disconnect service. The representative attempted to explain why the service was still active as stated above, but **************** disconnected the call prior to receiving the information or assistance.
  
  On March 8,2024, **************** contacted Viasat to request a refund of her last payment.  The representative explained that Ms.******* account was still active and advised her that she needed to speak with Viasats ******************** to disconnect her account, but **************** ended the call prior to being transferred.
  
  As a resolution to Ms. ******* complaint and a gesture of goodwill, Viasat scheduled Ms.******* account for disconnection on April 4, 2024.  The invoice that **************** received on March 4, 2024, for service charges is valid and the fees will not be waived or refunded.
  
  **************** should be advised that she is responsible for returning Viasats modem and transceiver within ******************************* she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  ********************** supplies equipment return materials, including illustrated instructions and a prepaid return shipping label, within a week after disconnection.
  
  If **************** has any further questions or concerns, she may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond. 

  Customer response

  04/09/2024

   
  Complaint: 21425377
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 5, 2024 I contacted Viasat customer service because I was interested in changing my internet service plan. I spoke with ****** who told me I needed a new modem and that a technician needed to come out to install it. According to ******, the service call and installation would be free, unless I needed a pole installed, or something similar done. On March 12, 2024 two people came to see to the upgrade. I had received a modem in the mail, and that is the one which was used for the upgrade. The technicians took the old modem with them. They were here for no more than twenty minutes, and that was due to pairing the modem. They did nothing else. That evening I get an email informing me I am being charged $49.99 for **************** Services. From what I was able to gather I am being charged for work NOT done. The technicians apparently claim to have replaced the coaxial cable from the modem to the dish as well as replacing the transceiver. Neither of those things were done. The email also stated I could cancel the transaction without penalty. However, on March 13, 2024, I spoke to a supervisor named ******* who told me to cancel the transaction I have to cancel my internet service. I offered to let Viasat send someone out to verify my claim, but ******* just kept stating the $49.99 was a valid charge. Which means I either agree to pay for something I did not receive or I will be forced to cancel my internet service, which I did. Trying to coerce people into paying for a product or service which was not provided is nothing short of fraud.

  Business response

  04/01/2024

  Thank you for bringing Mr.********** complaint to our attention.
  
  On March 5, 2024, Mr. ********* contacted Viasat to request information on the Viasat ***************** plan. After reviewing the plan, the representative transitioned Mr. *********s account to it with disclosures read, including a reminder that the upgrade would require installation of new equipment, to which he agreed.
  
  A technician arrived at Mr. *********s home on March 12, 2024, and the modem was upgraded accordingly. The same day, a pending one-time charge of $49.99 was applied to Mr. *********s account for **************** services under the Viasat 360 program. Viasat 360 is a national program which allows technicians to sell add-on products and services to our customers. These charges may appear on the first bill or the next bill,if added on a service call or upgrade.
  
  Viasat received a call from Mr. ********* on March 13, 2024, at which time he disputed the **************** fee. During this conversation, he was informed by a Viasat representative as well as a supervisor that the charge was valid and would not be waived. Mr. ********* elected to disconnect his account at this time, and was informed of the disconnection disclosures accordingly. All Viasat accounts are disconnected at the end of the billing period, regardless of when termination is requested. As such, the disconnection order was submitted for and processed on March 28,2024.
  
  As a resolution to Mr. ********** AG complaint submitted on March 15, 2024, Viasat agreed to waive the **************** fee, as it was found to be charged in error. A $49.99 credit was applied to Mr. *********s account on March 20, 2024.
  
  At this time,Viasat feels that all appropriate actions have been taken to assist Mr. *********. If Mr. ********* has any further questions or concerns, he may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

  Customer response

  04/01/2024

  Regarding the first paragraph of the response, and the disclosures. I was told by a customer service representative, *******, there would be no charge for the upgrade including the delivery and setup of the new modem. At no time did ******* state there would be a one time charge. Not to mention I had Viasat service insurance. What does the ****************** cover if not necessary upgrades to equipment. Apparently the insurance does not cover whatever Viasat says it will not cover.
  In the second paragraph it mentions the 360 program, allowing technicians to sell add-on products. What was the product? What was I supposedly sold? I tell you what, nothing. On March 13, 2024 I spoke to ******,a customer service representative, who stated the charge was for replacing the coaxial cable from the desk-top computer to the satellite dish, and a new transceiver.Neither of those things happened. I told *******, a customer service supervisor, to send someone out to verify my claim that the cable and transceiver were not replaced. The transceiver has a serial number which should be traceable to inventory, which would show it was installed at my property years earlier.The cable to the satellite dish runs over ten feet underground. A cursory look would show no new cable had been installed.
  Then there is paragraph four. Only after a complaint to the *************** ***************** was the charge found to be in error. So then what about the 360 program? If the charge was in error, why bring it up?Also notice the response is unsigned. No one at Viasat wants to put their name to the obvious pack of lies they have written.     
  Let us make no mistake. Viasat is ripping people off. The charge was not in error. The Company wanted to tack on the charge in spite of what its customer service representative had said. ********************** tries to put the customer in a corner by telling them the only way to get the charge removed is to cancel the service, which is what I did. Viasat did not investigate and find an error. I cancelled my service which voided the charge.

  Customer response

  04/01/2024

   
  Complaint: 21429555
  
  I am rejecting this response because:
  
  Sincerely,
  
  Sasithon Thongkhot

  Customer response

  04/03/2024

  I did send a response to Viasat's answer.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the service for about 10 day and I called them a few times about it buffering all the time they offered me a 20 dollar discount I told them that's not going to fix the problem I still paid for the month of service ***** I told them to disconnect my service now they say we had a contract for to years nothing was ever said about a contract when service was hooked up so now they have taken the some of ****** from my account does this sound fair for a service that never worked

  Business response

  04/05/2024

  Thank you for bringing Mr. ********* complaint to our attention.  
  
  The Customer Agreement, signed by Mr. ******** on February 12, 2024, commits each customer to a ******** minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
  
  Mr. ******** was receiving Viasats Choice 25 Mbps/60 GB service plan at $69.99 a month plus applicable taxes, a $15.00 monthly equipment lease fee, and EasyCare at $9.99 a month.  Mr. ******** was receiving a discount of $20.00 off his bill per month for the first three months, and EasyCare at no cost for the same length of time.  The Choice 25 Mbps/60 GB service plan provides unlimited data usage at regular speeds up to 25 Mbps, and a high-speed data threshold of 60 GB.
  
  On February 23,2024, Mr. ******** contacted Viasat to disconnect service.  All Viasat residential accounts are disconnected at the end of a billing period, regardless of when termination is requested.  The representative offered a promotional discount to reduce the cost of service if Mr. ******** chose to retain his service, which Mr. ******** declined.  As such, the disconnection was submitted for and processed on March 16, 2024, with disclosures read.
  
  Mr. ********* account was disconnected as scheduled on March 16, 2024, and he received an invoice in the amount of $343.12 for early termination fees.  Payment in full was collected on March 26,2024.
  
  On March 28,2024, Mr. ******** contacted Viasat to inquire about the invoice, and the representative advised him of the early termination fees.  Mr. ******** disputed the fees, and the representative created an escalation to request a waiver of the fees accordingly.  When an escalation is created for a waiver of early termination fees per a customers request, it is not guaranteed that the request will be approved.  Determinations for early termination fee waivers are made on a case-by-case basis.
  
  The escalation was reviewed on April 3, 2024, and Mr. ******** request to waive the early termination fees was denied as he did not provide Viasat with an opportunity to resolve his speed and connectivity concerns.
  
  At this time,Viasat feels that all appropriate actions have been taken to assist Mr.********.  If Mr. ******** has any further questions or concerns, he may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.
  
  

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Viasat acct# ********* internet provider. Vacationed for 3 months in Asia & put my internet into hibernation for some$20s/ month. Returned and unable to reactivate my internet unless I sign up for a new plan. No longer able to get internet connection until a new modem arrives and is installed. This takes 10 days! Ergo, Im without internet for 10 days even though I paid a hibernation fee to avoid this issue.

  Business response

  03/25/2024

  Thank you for bringing Mr. ********** complaint to our attention.
  
  Viasat offers multiple service plans with varying speeds and costs, and plan availability is dependent on the service location and is subject to change. When transitioning to a new service plan, customers are only able to switch between currently available plans in their area, which means they may not be able to switch back to their previous service plan or pricing. Additionally,customers incur prorated billing on their next invoice when transitioning to a new service plan. There are prorated amounts charged for the current service plan and the new service plan. Customers are advised of these points during the transition disclosures. Customers can change their service plan and/or inquire about available plans 24 hours a day, seven days a week by contacting Viasats ************************ or by utilizing the My Viasat platform.
  
  Viasat offers a Vacation plan which suspends service for customers who may be gone from the location where the Viasat service is installed for an extended period of time. The cost of the Vacation plan is $19.99 per month plus applicable taxes. Additionally, if the customer is paying a monthly equipment lease fee and/or is subscribed to any monthly add-on services, those will continue to charge at their standard rate(s) in addition to the monthly cost of the Vacation plan.
  
  On December 28,2023, ********************** contacted Viasat to change his service plan. The representative transitioned Mr. ********** account from the Choice 12 Mbps/60 GB plan at $69.99 a month to the Hibernation plan as stated above. All disclosures were read, including a reminder of the above-stated transition policy.
  
  On March 21, 2024, ********************* contacted Viasat twice to reactivate his service plan. Mr. ********** plan was transitioned to the Choice 25 Mbps/60 GB service plan for $84.99 a month with all disclosures read. The representative advised ********************** that his old service plan was no longer available at his location and he would need to wait for the new equipment to be shipped in order for the service to be active.
  
  At this time,Viasat feels that all appropriate actions have been taken to assist *********************. If ********************* has any further questions or concerns, he may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

  Customer response

  03/26/2024

   
  Complaint: 21471274
  
  I am rejecting this response because: Why pay for a hibernation plan when one can no longer be part of the hibernated plan?  Asked for a copy of the read agreement, but told we dont send hard copies of plans. One is not fully able to understand the oral details over the phone.  Never told that I would be without internet service for 10 days after reactivating my account.  Clearly unethical!  
  
  Sincerely,
  
  *******************************

  Business response

  03/27/2024

  Thank you for bringing Mr. ********** rebuttal to our attention.
  
  As previously stated, when ********************** contacted Viasat on March 21, 2024, the representative advised him that the equipment for his new service plan would arrive within seven business days.
  
  ********************** is responsible for paying the current monthly service fee for the Hibernation plan until he installs the new modem, at which time he will be responsible for paying the monthly service fee applicable for the new service plan (Choice 12 Mbps/60 GB for $84.99 a month). When transitioning to a new service plan, customers incur prorated billing on their next invoice. There are prorated amounts charged for the current service plan and the new service plan. Customers are advised of this during the transition disclosures.
  ********************** should expect receipt of the new modem within seven business days from March 21, 2024. If ********************** has any further questions or concerns, he may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

  Customer response

  03/28/2024

   
  Complaint: 21471274
  Viasat could have easily ***** the modem to me rather than leaving our family without internet for 7-10 days.  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to see if this company could provide better service than I already had. I had 250/250 they sold me a plan that was less service and told me it would be better service but it was not even close to what I had, as I only use internet and don't know about the specifics and such I have to rely on the representatives to tell me that the service will work, and that is what I did. She misrepresented the capability of the plan by telling me it was better than what I already had, I believed her. I called the first week I had it and let them know that it was even worse than what I had before I switched and they told me at that time it was because it was less speed and or capability. But it was too late and I would have to pay a charge to early terminate, in the meantime I switched back to my original service. I paid for 2 months of service plus extra data once, but only used the service for a couple weeks. The service was misrepresented to me and the conversation was recorded but they still want to charge me an early disconnect fee of $342.64. The corporate number is not helpful at all. The representatives claim they have no way to help me and that there is no other number to talk to someone to better help me. I want someone to call me directly that has authorization and can speak to me about this matter. I hope this helps to get some resolution.

  Business response

  03/25/2024

  Thank you for bringing Ms. ****** complaint to our attention.
  
  The Customer Agreement, signed by ************** on December 15, 2023, commits each customer to a ******** minimum ******* term, and states that early termination fees will apply if ******* is canceled prior to the expiration of the minimum ******* 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 ******* term.
  
  Due to the nature of satellite-based internet *******, there are many variables that can affect speeds, including, weather at Viasats facilities or at the customers home, network congestion, a misconfigured home network, or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Additionally, the Customer Agreement advises that ********************** does not guarantee the ******* to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customers home or their ******* gateway.
  
  On December 19, 2023, ************** contacted Viasat to report connectivity issues. The issue was resolved after the representative rebooted the modem.
  
  On December 27, 2023, ************** contacted Viasat twice to report slow speeds. Modem diagnostic tools showed no issues with Ms. ****** ******* and the representative performed troubleshooting. The representative advised ************** of the above-stated speed policy. The same day ************** contacted Viasat to disconnect her *******. All Viasat residential accounts are disconnected at the end of a billing period,regardless of when termination is requested.  As such, the disconnection was submitted for and processed on January 20, 2024, with disclosures read,including a reminder of the above-stated early termination policy. An escalation was created to determine if the early termination fees were valid to be waived.
  
  On January 16,2024, ************* contacted Viasat to check on the status of the escalation, which was pending review.
  
  ************** was charged $382.63 on January 20, 2024, for early termination fees and a previous Data Boost purchase. No payment was collected.
  
  Between January 23, 2024, and January 31, 2024, ************** contacted Viasat three times to inquire about the charge and the status of the escalation. Each time the representative advised her that the early termination fees were valid, and an escalation was open to review the possibility of an early termination fee waiver.
  
  The escalation was reviewed on February 5, 2024, with the representative sending ************** an email advising her that all early termination fees were deemed valid.
  
  On March 13, 2024, and March 21,2024, ************** contacted Viasat to dispute her account balance and the representative advised her that per the escalation, the early termination fees were deemed valid. Another escalation was created to dispute the early termination fees.
  
  The escalation was reviewed on March 22, 2024, with the representative confirming that ************** had signed the Customer Agreement, which outlines *********************** early termination policy;therefore, all early termination fees are valid.
  
  At this time, Viasat feels that all appropriate actions have been taken to address Ms.****** ********** and does not agree to a refund of any kind.  If ************* has any further questions or concerns, she may contact Viasats 24-hour ************************ at ************.
  
  Thank you for the opportunity to respond.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After 2 years, I would like to know what they say I owe for because I pay my bills and this company was horrible in the way of customer service, internet service and problem resolution. I called for help about every other day, due to my work calls being dropped and no one would come help so I packed up all their equipment, paid my service up to date and even called to confirm I was paid in full. Now 2 years later they are coming back for more???? I was laid off due to my service from Viasat would drop my work calls too much. This company is not a good one and it needs to be known.

  Business response

  03/19/2024

  Thank you for bringing Ms. ***** complaint to our attention.
  
  The Customer Agreement commits each customer to a ******** minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.Additionally, the Customer Agreement advises that ********************** does not guarantee the service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customers home or their service gateway.
  
  Our records show ************ was receiving Viasats ************** Silver 25 service plan at $119.99 a month, plus applicable taxes and a $12.99 monthly equipment lease fee. This service plan provides unlimited **** usage at regular speeds up to 25 Mbps. The service is optimized for streaming at HD quality or720p.
  
  Viasats unlimited **** service plans do not have a monthly **** allowance. Pursuant to Viasats ************** Policy, if a customer uses more than the high-speed **** usage threshold during their monthly billing period, Viasat may prioritize their **** behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customers monthly measurement period, all uploaded and downloaded **** transmitted using Viasat **************** will count towards the high-speed **** usage threshold. At the end of the monthly measurement period, the high-speed **** usage resets to zero. Customers are informed of this information when they select one of Viasats unlimited **** plans, and it is addressed in Viasats Customer Agreement and ************** Policy available at www.viasat.com/legal.
  
  ************ contacted Viasat several times between July 7,2022, and July 14, 2022, because she had exceeded her high-speed **** usage threshold, and to express her dissatisfaction with the service. During these conversations, Viasat representatives reviewed Ms. ***** **** usage with her and, when she requested disconnection, offered her a transition to the above-referenced plan with a discount of $60.00 off for six months. ************ accepted. Review of Ms. ***** invoices following the offer of this discount shows that she did, in fact, receiving it.
  
  Viasat did not hear back from ************ regarding any concerns until October 10, 2022, when she requested disconnection of service and declined any additional retention offers. ************ was advised of the necessary disclosures and the disconnection order was submitted for October 12,2022.
  
  On October 12, 2022, Viasat charged ************ $298.55 in early termination fees, but no payment was collected by the due date of October 22, 2022.
  
  Viasat received a BBB complaint from ************ on November 2,2022, disputing the early termination fees. In response, she was informed that as Viasat was not made aware of any persistent issues after July 14, 2022, the balance due would not be waived.
  
  On December 27, 2022, the balance due was sent to outside collections for further action.
  
  As previously advised, Viasat does not agree to waive the balance due of $298.55. If ************ has any further inquiries regarding this matter, she may contact ************************** at **************.
  
  Thank you for the opportunity to respond.
  

  Customer response

  03/27/2024

  This is just not true, the service was unusable and I only used it for work meetings and a few times a week I would watch a movie via free TV not streaming anything.  ************ is the worst ISP I have ever dealt with in my decades of ISP service.  The gentleman that installed the equipment even told me to not be surprised if service was bad, at that point I told him nevermind because I need it for my job, we were in the middle of the ***** crisis, so it was my only option.  He said if I only used it for work meetings and watching movies with TUBI or the free TV I use, then I should be fine and I was not.  They do not report correctly on data usage, because I would run out in the first week of the new service month.  We are old, we have never games and there is only 2 of us, which one never even gets on the computer or does anything but answer work phone calls on his phone.  I know they are cheating on their customers data usage numbers but just like most companies that cheat their customers, it is next to impossible to prove.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩