ComplaintsforViaSat Inc
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Complaint Details
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Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Basically my billing cycle started 2 days ago on October 12th and I called today to cancel service on October 14th. However they are charging me a full month of service and will not cancel service until my next billing cycle on November 11th. When I will no longer be using the service starting today. I went through 3 customer service managers and the last one said customers are not allowed to speak to corporate and I could not speak to his supervisor. So then I asked to speak with someone in sales or marketing and they dont have anyone to send me to there either. I have been a loyal paying customer for years. If it were only a week I would just let it go but a full month of service is basically close to $150. That it horrible that they would do that to such a good customer. Said they couldnt even give me partial credit for the months charges either. I just dont think I should be forced to pay for a service that I am no longer using. And how can I not get anybody that can actually help me.Business response
10/15/2024
Re: Katrinna Brangenberg, Complaint ID Number 22421349
To Whom It May Concern:Thank you for bringing Ms. Brangenberg’s complaint to our attention.
The Customer Agreement, signed by Ms. Brangenberg on June 30, 2019, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customer’s billing period, regardless of when termination is requested.
Ms. Brangenberg was charged $146.21 on October 12, 2024, for monthly service charges. No payment was collected.
On October 14, 2024, Ms. Brangenberg contacted Viasat to disconnect her service. The disconnection was submitted to process on November 12, 2024, with disclosures read, including a reminder of the above-stated policy. Ms. Brangenberg was transferred to a supervisor and a manager to dispute her account balance, and was advised that, per the Customer Agreement, she is responsible for the full balance due.
Review of Ms. Bragenberg’s account as of October 15, 2024, shows she has consumed 25 GB of high-speed data during this billing period. As such, all service charges have been deemed valid.
If Ms. Brangenberg’s has any further questions or concerns, she may contact Viasat’s Customer Care Department at 855-463-9333 seven days a week, 5:00 a.m. to 10:00 p.m. MST.
Thank you for the opportunity to respond.
Sincerely,
Viasat Satellite Service
Consumer Affairs DepartmentInitial Complaint
09/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had been under contract with this satellite internet company for over 2 years. During that time, I had been being charged for an exorbitant amount of money monthly for service that I couldnt even use because their internet service/connection was terrible. Now that another internet option has become available in my area, I cancelled my service with Viasat on the 18th of September 2024, a few days before my auto payment was set for the next billing cycle. However, the company still withdrew my money from my bank account and when I called to dispute, they told me because a bill had already been generated on the 12th, that I was still responsible to pay the full service price for the generation of that invoice. Therefore, they are refusing to refund my money.Business response
09/25/2024
Thank you for bringing Ms. ****** complaint to our attention.
The Customer Agreement, signed by Ms. ****** on May *******, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customers billing period, regardless of when termination is requested.
Our records show Ms. ****** was charged $198.10 for monthly service on September 12, 2024. Payments for monthly service are due within 10 days after the invoice generates.
Viasat received a disconnection request from Ms. ****** on September 18, 2024, at which time she was informed of the necessary disclosures before the order was submitted for October 11, 2024.
Viasat collected payment for the balance due on September 22, 2024, as scheduled. Ms. ****** called on September 23, 2024, to dispute the payment. During this conversation, she was informed by a Viasat supervisor of the above billing information.
Review of the account shows that Ms. ****** has not utilized the service since September 17, 2024. As a gesture of good faith, Viasat will agree to provide her with a prorated refund of her September invoice in the amount of $165.10. This refund has been issued to the payment method on file as of September 25, 2024. Ms. ****** should be advised that it may take her bank three to five business days from the issue date to process this amount back into her account.
Thank you for the opportunity to respond.Initial Complaint
08/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
In March of 2024, I returned my equipment and cancelled my account. I was however, charged again in April of 2024 for a month of service. I called and once again confirmed that my account was cancelled and was assured the equipment was marked as received. (confirmation I-*********) Just yesterday, 3 months later, I receive a notice from a collections company. When I called, I was told that I had neither returned my equipment nor cancelled my account. I cannot even get a disclosure at this time as to the amount as they have some of my mother's information on the account. So now they have tried to ruin my credit? I'm on disability and they are trying to take advantage of me.Business response
08/01/2024
Thank you for bringing Ms. ***********;complaint to our attention.
The Customer Agreement, signed by ************* on November 26, 2022, 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.
Additionally, the Customer Agreement advises that customers are responsible for returning *********************** modem and transceiver within 30 days after disconnection. Failure to do so will result in an unreturned equipment fee of $300.00, not including taxes. Customers are reminded of this when they elect to disconnect service. Viasat supplies equipment return materials, including illustrated instructions and a prepaid return shipping label, within a week after disconnection. The Customer Agreement is provided to each new customer, and is available at ************************/legal.
On September 5, 2023 *************************** contacted Viasat to disconnect her service. 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 September 28, 2023, with disclosures read, including a reminder of the above-stated policies.
************** was charged $209.04 on September 28, 2023, for early termination fees. Payment was collected on October 8, 2023.The same day, **************** called Viasat regarding the charge and was advised accordingly.
************** was charged $322.68 on December 28, 2023, for unreturned equipment fees. Payment failed to collect on January 7,2024, and the unpaid balance was sent to an outside collection agency on January 9, 2024.
On July 26, 2024, **************** contacted Viasat to inquire about her collections balance. The representative provided her the phone number to ***************** Services to further discuss her account details.
At this time, Viasat feels that all appropriate actions have been taken to assist **************, as Viasat has not received her equipment; therefore, all charges are valid. If Ms.Scott has any further questions or concerns, she may contact ***************** Services at **************.
Thank you for the opportunity to respond.Customer response
08/01/2024
Complaint: 22053301
I am rejecting this response because:
Who is *************************?
The equipment WAS returned.
What the business is leaving out is there were 3 calls placed trying to receive the box to return the equipment. The equipment was sent as soon as I finally received the box to return it in.
It was then confirmed as received on the final call.
There was ZERO communication saying that the equipment was NOT received. I was given No Notice that the equipment did not arrive.
Why?
And if it wasn't received, why was it suddenly charged in December and then sent to collections less than a month afterwards? No attempt at all to collect?
That is not logical and did not happen.
I'm being charged for their poor business practices. I'm not paying for your lack of record keeping.
Sincerely,
*************************Business response
08/15/2024
Thank you for bringing Ms.Scotts rebuttal to our attention.
Viasat records indicate that *********************** called Viasat on September 5, 2023, and July 26, 2024.
As of August 14, 2024, Viasat has confirmed with its Asset Management Department that we have received all of Ms. ******************************** a resolution to Ms.***********;complaint, Viasat has removed her account from collections with the balance due waived. Please note it may take the collection agency a minimum of 30 days to update their records. Viasat is unable to expedite this process.
If Ms. **********;has any further questions or concerns, she may contact Viasats ************************ at ************ seven days a week, 5:00 a.m. to 10:00 p.m. MST.
Thank you for the opportunity to respond.Customer response
08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*************************
Initial Complaint
08/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an appointment for service for setup on 7/12/24 and there was a no show so i called and set up for the next day 7/13/24 between 8-12 still a no show. Called again and set up for 7/14/24 and still a no show so at that point i ask for a refund of ******. As of today 8/12/24 still no refund and i have called for the refund is showing on the account but it has not been refunded to my bank and i have called the bank and there are no pending transactions from viasat at all.Business response
08/15/2024
Thank you for bringing Ms. ****** complaint to our attention.
Our records show ************** ordered Viasats service on July 10, 2024, at which time she was charged $100.00 in installation fees.
Between July 12, 2024, and July 13, 2024, ************** contacted Viasat three times to report that the technician did not arrive for the scheduled installation appointment. The representatives created escalations for the installation to be completed as soon as possible.
On July 13, 2024, ************** called Viasat to cancel her account in-flight, but accepted an offer of $50.00 off her first month if she agreed to retain service. However, on July 14, 2024, ************** once again requested cancellation of her account. This was processed accordingly with disclosures read, including a notice that she would receive a refund for any upfront charges within 7 to 14 business days.
************** contacted Viasat on July 26, 2024, and August 6, 2024, to follow up on the status of the refund. The representative advised ************** that it may take up to *********************************************************** her account.
On August 14, 2024, a $100.00 refund was issued to Ms. ****** payment method on file. The same day, Viasat received an email from ************** regarding the status of the refund, and a reply was sent advising of the actions taken.
At this time, Viasat feels that appropriate action has been taken to resolve Ms. ****** complaint. If Ms. Blunt has any further questions or concerns, she may contact Viasats ************************ at ************ seven days a week, 5:00 a.m. to 10:00 p.m. MST.
Thank you for the opportunity to respond.Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been dealing with Viasat for over 8 months and their service is absolutely criminal. I can't get internet service on the nights that I have my religious services on line, nor can I get internet service on nights that it rains and all I get from their service people is dumb answers. Last month my wifi was offline over half the month.Business response
08/05/2024
Thank you for bringing Mr. *************;complaint to our attention.
The Customer Agreement, signed by ****************** on December 18, 2021, advises that Viasat 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.
On May 28, 2024, ****************** contacted Viasat twice to report no connectivity. The representatives attempted troubleshooting, but ***************** ended the calls before further action was taken.
On July 31, 2024, ****************** called Viasat to disconnect his service. 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 August 20, 2024, with disclosures read.
Modem diagnostic tools show that ****************** utilized his services throughout June and July, until he unplugged the modem on July 31,2024.
If ****************** has any further questions or concerns, he may contact Viasats ************************ at ************ seven days a week, 5:00 a.m. to 10:00 p.m. MST. At this time,Viasat feels that all appropriate actions have been taken to assist ******************.
Thank you for the opportunity to respond.Initial Complaint
07/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
*04-01-2024: we paid our bill.*04-02-2024: we disconnected the router from the wall and placed it back in the box. Also requested the company disconnect us to not have further charges on this day as well..Business response
08/05/2024
Thank you for bringing Mr. **************;complaint to our attention.
The Customer Agreement, signed by ******************* on March 5, 2024, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customers billing period, regardless of when termination is requested.
Mr. ******** was charged $96.58 on April 8, 2024, for monthly service. Payment was collected on April 18, 2024. Viasat received a chargeback from Mr. Rutledges financial institution for this payment on April 22, 2024. The money was sent back accordingly, but the balance remained due on his account. Mr. ********* account was suspended on April 28, 2024, for nonpayment.
Payment for the balance due was collected on May 18, 2024, and Mr. ********* account was resumed from suspension the same day. When a suspended account is resumed, the customer is responsible for the past-due balance. At the next bill cycle date, a pro-rated fee for the remaining balance of the current months service is billed.
Viasat received another chargeback from Mr. Rutledges financial institution for the amount on May 21, 2024. The money was once again sent back to Mr. ********, but remained due on his Viasat account.
Mr. ******** was charged $116.53 for prorated service charges plus the existing balance due on June 8, 2024. Payment for the balance due failed to process on June 18, 2024.
On June 21, 2024,Mr. ******** contacted Viasat to disconnect his service. The representative attempted to read disconnection disclosures to Mr. ********,but was unable to complete them before Mr. ******** disconnected the call. The representative made one attempt to call ******************** back, but there was no answer. To disconnect an account, there are required legal disclosures that must be read on a recorded line; therefore, the account remained active.
On July 12, 2024, ******************** called Viasat twice to disconnect his service. The disconnection was submitted to process on August 8, 2024, with disclosures read, including a reminder of the above-stated billing policy.
******************* called Viasat on July 30, 2024, to report that he had tried to cancel his service in April. The representative found no record of any contact from ******************** in April, and reminded him of the above-referenced June interaction.
As a resolution to Mr. ********* complaint, and as he has not used the service within the last two billing cycles, Viasat has applied a $116.53 credit to his account to waive the balance due. If Mr. ******** has any further questions or concerns, he may contact Viasats ************************ at ************ seven days a week, 5:00 a.m. to 10:00 p.m. MST.
Thank you for the opportunity to respond.Initial Complaint
07/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
When I contacted Viasat I was informed their internet would work great and be fast. We are unable to use our computers with this internet because it times out due to poor service. When I spoke with them I was informed our bill would be around $50 to $60 a month. When I received the first bill it was $90. I would have never signed up if I was aware that it was that much. I have called and complained several times. They finally agreed to take off $30 on the bill for six months. I just want out of this contract which unfortunately I did not realize there was one. I was also not informed that there was a cap on the service and you have to pay extra for more "time". This company misrepresented their services and I do not want to pay any more for service I don't use. They send me emails telling me I have used up our time but I asked my husband and son and they do not even connect so I am not sure who was trying to use the wifi.Business response
07/31/2024
Thank you for bringing Ms. ******** complaint to our attention.
The Customer Agreement, signed by Ms. ******* on February 19, 2024, 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.
Ms. ******* is currently receiving Viasats Choice 25 Mbps/60 GB ******* plan at $69.99 a month plus applicable taxes, a $15.00 monthly equipment lease fee, and EasyCare at $9.99 a month. ****************** is also receiving a promotional discount of $30.00 off her bill for six months which began on March 27, 2024. The Choice 25 Mbps/60 GB ******* plan provides unlimited data usage at regular speeds up to 25 Mbps, and a high-speed data threshold of 60 GB.
The Customer Agreement states that *********************** ************** 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 60 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 60 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.
On February 24,2024, ****************** received an invoice of $76.50 for monthly ******* fees. The first bill a customer receives is typically larger than future monthly bills due to the proration of fees for the days of ******* received before the first bill is generated. The invoice included a new customer promotion that discounted Ms. ******** plan cost by $30.00 each month for the first three months of ******* and included EasyCare at no cost for the time period as well. Payment in full was received on March 5, 2024.
On March 24,2024, ****************** received an invoice of $65.53 for monthly ******* fees.
Ms. ******* contacted Viasat on March 27, 2024, to disconnect ******* due to slow speeds. The representative offered Ms.******* a free ******* call to address her connectivity concerns and a discount of $30.00 off for six months if she chose to retain *******, which Ms. ******* accepted. A ******* call was scheduled for April 4, 2024, and Ms. ******** ******* remained active.
On April 3,2024, an automatic payment was made for the balance due of $65.53 using Ms.******** payment method on file.
The ******* call was completed on April 4, 2024, and no issues were found with Ms.******** *******. The technician reminded Ms. ******* of Viasats Data Policy as stated above, and explained that the slow speeds she was receiving were due to her usage exceeding her high-speed data allotment.
On April 6,2024, Ms. ******* contacted Viasat to report that the retention discount she was provided was not applied to her invoice. The representative explained that the invoice was issued before receiving the discount and that it would be applied to Ms. ******** next invoice.
On April 24,2024, ****************** received an invoice of $15.53 for monthly ******* fees. The invoice included the new customer promotional discounts and the retention discount. No payment was collected.
On May 24,2024, Ms. ******* received an invoice of $64.23 for monthly ******* fees. As the previously issued invoice was unpaid,a total of $79.76 was due. Payment in full was collected on May 26, 2024.
Ms. ******** monthly data usage indicates that a plan with a larger high-speed data allotment would be better suited for her needs. Viasat offers multiple plans with varying speeds and high-speed data thresholds, and plan availability is dependent on the ******* location. Upon reviewing Ms. ******** available plan options, it was determined that Viasat offers a plan with download speeds of up to 100 Mbps with a high-speed data threshold of approximately 850 GB per month at Ms. ******** ******* location. Customers can change their ******* plan and/or inquire about available plans 24 hours a day, seven days a week by utilizing the My Viasat platform, or can contact ************* for assistance seven days a week from 5:00 a.m. to 10:00 p.m. MST.
At this time,Viasat feels that all appropriate actions have been taken to assist Ms.*******. As of July 30, 2024, modem diagnostic tools indicate that Ms. ******** *******s are functioning properly and actively being utilized. Viasat performed a speed test and received speeds within range of Ms. ******** ******* plan. As such, if Ms. ******* chooses to disconnect ******* her early termination fees are valid and will not be waived.
If Ms. ******* has any further questions or concerns, she may contact Viasats ************* department at ************.
Thank you for the opportunity to respond.Customer response
07/31/2024
Complaint: 22063568
I am rejecting this response because: I was told this internet service would be fast and I could be working from home and my son could be gaming and it would be fast. I do not remember them telling me that my service capped because I never would have signed up for it. I am not sure who is using our service but i know I do not because it is slow even when the system resets. As for price per month I was told around $50 to $60. When I spoke with someone there about how bad the service was they gave me the discount of $30. When I received the next bill it was around $60 and I called and said they must not have taken the credit off. Supposedly my bill is around $90 a month which I never ever would have signed up for that amount per month because I can't afford that. I will be unplugging this piece of c*** and I can send it back to them. My phone internet/hotspot works better. I was lied to about this "great service" and I want nothing to do with them ever again and I will never recommend to anyone.
Sincerely,
*************************Business response
08/05/2024
Thank you for bringing Ms. ******** rebuttal to our attention.
As previously stated, Ms. ******* is currently 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. ****************** is also receiving a promotional discount of $30.00 off her bill for six months which began on March 27,2024.
With the current discount ****************** is receiving, her monthly cost for service is $64.98 plus applicable taxes. When Ms.******** discount expires her monthly cost for service will be $94.98 plus applicable taxes. At the point of sale,customers are advised of any new customer discounts available to them and the term upon which they will expire.
At this time,we feel that the actions taken by Viasat, and the resolution previously provided adequately address Ms. ******** complaint. If Ms. ******* has any further questions or concerns, she may contact Viasats ************************ at ************.
Thank you for the opportunity to respond.Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Got internet service with the company. Upon startup they said there was no contract or cancelation fee as long as I turned in the equipment. Well now they're saying I'm on the hook for a fee that i was never made aware of. The form they showed me as proof that i agreed to it wasn't eve filled out correctly because my name and email was incorrect, so I know it wasn't done by me. They're supervisor have been unhelpful and requested to speak with their legal department, but they said they couldn't give out that information. I was told they would be in contacted in 3-5 business days and that never happened. Fee that is being charged is ******Business response
07/31/2024
Thank you for bringing Mr. ******** complaint to our attention.
The Customer Agreement, signed by ****************** on October 26, 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.
On April 4, 2024, ****************** contacted Viasat to disconnect service. 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 April 28, 2024, with disclosures read. ****************** disputed the early termination fees, stating that he was not advised of them when he purchased the service. The representative created an escalation requesting a waiver of the early termination 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 11, 2024, and a copy of Mr. ******** signed Electronic Customer Agreement was sent to the email address on file with Viasat, ********************.
Mr. ******** account was disconnected as scheduled on April 28, 2024, and he received an invoice of $269.04 for early termination fees which remains unpaid to date.
On April 29, 2024, ****************** contacted Viasat to dispute the early termination fees. The representative advised ****************** that the fees were valid and would not be waived.
Viasat requested a review of Mr. ******** sales call on July 29, 2024, and it was found that the sales representative did not provide ****************** with the necessary information regarding the 24-month minimum service term and early termination fees. All Viasat sales dealers are contractually required to make customers aware of such information, and we apologize that this information was not properly communicated to ******************.
As a resolution to Mr. ******** complaint, Viasat has waived Mr. ******** early termination fees. A credit of $269.04 has been provided to waive the fees and will reflect on Mr. ******** account on his next bill cycle date of August 28, 2024. If ****************** has any further questions or concerns, he may contact Viasats ************************ at ************ seven days a week, 5:00 a.m. to 10:00 p.m. MST.
Thank you for the opportunity to respond.
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Customer Complaints Summary
1,687 total complaints in the last 3 years.
385 complaints closed in the last 12 months.