Complaints

This profile includes complaints for ViaSat Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ViaSat Inc

  6155 El Camino Real Carlsbad, CA 92009-1602

• 

  ViaSat Inc

  2040 E Technology Cir Tempe, AZ 85284-1807

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  Viasat

  1725 Breckinridge Plz Duluth, GA 30096-8982

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  ViaSat Inc

  701 Poydras St Ste 1900 New Orleans, LA 70139

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  Viasat

  300 Nickerson Rd Ste 100 Marlborough, MA 01752

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.