ViaSat
Reviews and Complaints

2535 Hauser Boulevard Los Angeles, California 90016 Friday, October 16th Mr. ***, Chairman Of The Board And Chief Executive Officer VIASAT INC. *** Regarding: Very Serious Complaint Dear Mr. *** and/or Viasat Inc. Executive: Good Morning or Good Afternoon to You! How is your day today in sunny Carlsbad, California and/or wherever else You are in the World? My day is going fine, thank you, except due to the Fact that I was originally a customer to Time Warner Cable and when they were in existence the Service was Excellent and so Were The Prices! Ever since Spectrum took Over It Has Never Been The Same! This company is the Worst Ever and I Hate Being Their Customer Every Single Day! They purposely and deliberately Raise Their Rates Every November-December Every Year No Matter What! I find their Prices To Be Astronomically High And The Amounts That They Raise It Every Year Is Not Much Better! They Do This Out Of Greed and How Money Hungry They Are Rather Than Doing It Out Of Necessity! This Company Makes Multi-Billions Every Year Stealing Their Customer's Money and I am Far from Happy About It! Every Year I Have To Send Them Out Many Complaint Letters About Their Prices And They Do Little About It Except Continue To Raise Their Prices And Make It Look Like They Are Giving Me A Great Deal! Even This Year With The CoronaVirus Pandemic And Me Not Working Right Now: When I Asked Them To Lower My Rates Instead Of Raise Them, They Play Games With Me And The Rates Are Still Going To Go Up On December 4th To Something Like $136.00 From $127.45 With Tax! First They Threatened To Raise It To $141.42 and With A Lot Of Arguing And Complaining To The complaintsboard.com and their Nasty Corporate Rich Executives, They Then Decided To Increase It Slightly Less, But Of Course, Still Increasing It While New Customers Get Such A Great Deal Compared To Long Term Customers Such As Myself! Ridiculous! Spectrum Being A Billion Dollar Company CAN Afford To Lower My Rates And They Have Failed To Do So! They CAN Afford To Do A Lot Of Things For Their Customers, But Mr. ***, their Chief Executive Officer Only Cares About His Multi-Millions Of Dollars That He Pockets Away Each Year Coming From His Customers and Could Care Less About Struggling People Like ME! To Be Honest With You: I have been Desperately searching for another Cable TV/Internet/Wi-Fi Provider For ME That Cares because This One Does Not! Obviously! They Only Care About My Wallet And Nothing Else! One Of The Reasons That I Have Stayed With Them For So Long Is Because I Have Been Told That There Are Very Few Providers That Service My Zipcode Of 90016 And So I Kind Of Gave Up On Searching For One (1). I Sincerely Hope that You Can Help Me Out because what I have Now Is Complete Garbage! Moving Right Along: I am Kind Of Nervous About Switching Carriers, but I feel that it is the Right Thing To Do and If I Choose Yours, It Would Have To Be At A Price That I Feel Is Fair, Affordable And Reasonable that Comes With Excellent Customer Service That You Can Rely On as well and is Not Going To Break The Bank Or Scare Me Every Year During The Same Month With These Very Unnecessary And Bogus Price Increases (Based Out Of Greed Than Out Of Necessity)! Please Note: It would be Great If I Could Get Locked Into One (1) Set Price And Keep It For Like 10 (Ten) Years And Not Have To Worry About All Of These Bogus And Unnecessary Price Changes and/or Increases For A Very Long While! Furthermore, I Just Want To Have A Smooth Transition and/or Change From *** To Hopefully Yours and Hope That It Will Not Disturb My Roomates Too Much During The Change In Terms Of Going Without Wi-Fi and/or Cable TV Service For (Many Hours)! For Your Information: Here Is What I Currently Have: They Call My Current Service With Spectrum, The "Digitair One" They Told Me That I Have Just (1) Box (Hi Definition Cable Box) 1) I do provide my Own Router Box For The Wi-Fi 2) I was just Upgraded to (200 Megabyte Download Speed Wi-Fi) As Of Today! (They Did That To Hopefully Keep Me As A Customer Coming November-December!) The Channels That I Was Told That Come With The Service Include The Following: *** At This Point: I have very few Options For Cable TV/Internet/Wi-Fi Providers In My 90016 Area And Truthfully And Sincerely Hope That I Can Come Aboard Your Company To Be My Next Affordable Provider If It All Works Out! If You Can Work Things Out With Me In Providing ME With Very Similar Services Like I Currently Have Along With A Far Better And Appropriate Monthly Price As Well As Working With A GREAT Customer Service Person WHO IS REACHABLE And CARES Who DOES RESPOND TO MY CONCERNS AND/OR NEEDS, Including Hopefully Waiving Any Unnecessary Service Installation Fees And Just Get ME Up And Running With Your Services In An Efficient And Humane Manner, Then I Would Be Very Interested To Make That Change For The Better! If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please leave ME a voice message on my voicemail at: (***. You may also Voice/Text ME at: (***. You may also email ME back at: *** or ***om. I am more than looking forward to hearing back from You with a Positive Response some time in the very near future. Thank you. Sincerely yours

I got Viasat Satellite internet installed in January . The technician who came out did not correctly install the satellite cable along the side of the house because in early June the screws that the technician used to secure the cable to the outside of the house going through the back lanai fell off and the cable just hangs off the back of the house. I then contacted Viasat via their mobile app using the chat feature and reported it to Viasat asking them to send the technician, the customer rep. said that being that I am not experiencing any internet problems then Viasat is going to charge me $99 to have a technician come out and fix the cable that they installed incorrectly. I told the technician that I am an Easy Care Customer so the technician visits are free based off that and the cable was not secured to the wall properly in the first place which is why is fell. I then stated that I am not paying any fee for a technician to come out and fix the bad installation work that they did in the first place. The technician said he was going to add what I described the situation in his notes and someone from Technical Support will contact me regarding this matter. I never heard anything back from Viasat regarding this issue. I called the customer service number on 6/14 regarding an internet connectivity issue which was resolved over the phone by them re-setting the modem, I also asked about my initial request to get a technician out to re-secure the internet cable to the house and the rep. told me that someone will follow up with me and give me a call and my request is being reviewed. Again no one from Viasat never called me or followed up regarding the issue of the hanging cable. On July 1 I called Viasat customer service again and spoke with *** who gave me a case #***, I asked *** to give me an update on this issue and he apologized and said it looks like someone tried calling me on 6/22 and left a voice message, and I told him no one from Viasat called me or left me a voice message and asked him to verify the telephone number the technician said that he called. I told him that I never received a voice message from a Viasat technician and if someone said they called my cell and left a message they are lying. So *** said that he will escalate the issue to his manager and apologized to me again and said due to me having the run around on this matter for almost a month he will issue me a $30 credit on my bill, and he said that someone will follow up with me regarding this matter. So I NEVER received the $30 credit off my bill because Viasat charged me the regular $120 a month for service and no one ever called me regarding the hanging satellite cable on side of the house. On 7/20 I called Viasat technical support because my internet went down completely, and from using the Viasat app on my phone it said that the satellite is not aligned correctly and to contact the customer support team. I called Viasat customer support and spoke to *** who was very abrupt with me like he didn't want to be working in his job. He kept asking me what devices are hooked up to the modem and I was telling him, and he asked me what is the LinkSys Belkin International, and I told him that is a VOIP phone adapter, then he asked is it s modem, and I told him no, it is a phone adapter. He had to re-set the modem 3 times before the internet would come back, and he never asked me to check the internet to see if it was restored. I told him the information that the Viasat app was telling me about the satellite not being aligned properly. *** then tells me that he will have to schedule a technician to come out and take a look at the satellite. Also while I had him on the phone asked him to look up my case #*** and give me an update on that. I told him that the rep. that I spoke to *** who set up that case number said I would get someone to call me to fix the cable and that I would get a $30 credit on my bill. *** said that he doesn't know why *** would offer me a $30 credit because that is too much money to credit a customer. I said I have been going through this issue getting technician to be scheduled since the beginning of June and no one would call me back to schedule an appointment or follow up with me regarding this issue which is why *** offered me the $30 credit. *** said that no Manager approved for me to get a credit on my account, so I won't be getting a credit. He said the *** should not have offered me anything regarding my request. I told *** that if I did not have an issue with my internet today then I would still be waiting for a phone call from Viasat on this issue. He said well since we have a technician coming out on 7/22 to check your satellite then you can ask him to fix your hanging satellite cable. *** was one of the rudest, inconsiderate Viasat customer service reps. that I have encountered out of all my calls to Viasat Customer Service. This person obviously does not care about the customer, and he apparently does not like doing his job because I got an attitude from him within the first 5 seconds he received my call. When the automated customer feedback came on for me to rate the service I gave him all low scores. I don't know what kind of games Viasat customer service is playing, it is apparent their customer service reps. lie to customers and make promises on crediting accounts that they have no intention of keeping, and then when you call to follow up you get the next person with an attitude. I will be in the process of looking for a new ISP if this terrible customer service experiences continues. It shows you that Viasat is only after your money, and if you internet goes down or you have an issue then they will take their time in following up on issues and they will only come out if your internet isn't working. Any bad installation issues that you may have you have to wait until something is actually wrong with your internet for them to care.

I've had the service 2 years tried to cancel service they changed me for whole month taken out of my bank account saying I would be cancelled next bill cycle refused to give me any kind of refund. Any other like direct tv dish ECT has never been issues returning money a prorate. This bill was over $200 month. I think in my opinion they are performing the act of theft. I hope someone can do something.

We used Viasat for our internet service for almost 6 years. We discontinued service in May 2022. We were told we would receive a box within 5-7 business days to return their equipment. We did not receive one. We called again mid June to request a box, did not receive one. On October 2, we received an email stating that our bank account would be charged $320.18 because they did not receive their equipment. I requested another box, was told I would receive one in 5-7 business days. Did not receive one. Today, Oct 17, I called to let them know that we had not received a box and I want a refund. They "cannot issue a refund until they receive the equipment". They will not give me an address so that I can return the equipment in my own box.

This company turned me into a collection agency after more than 5 years of canceling the service. I had to complain to the BBB to be able to cancel their terrible internet service. We had their service for a new house we were building in the countryside. Even before we moved in, my kids watched Youtube for 30 min as we were working on finishing touches. The whole month of bandwidth was gone! I contacted the company to cancel. I was told I could not as I had signed the contract. Long story short, after filing to BBB, they cancel the service/contract. That was Feb of 2017. I did pay for the first month and the dish installation in the amount of $479.

Since this incident, I had not heard from them. No bill, no contact, nothing. Now, this company Viasat which I never heard of has turned me into a collection agency for the amount of $300. I don't even know what this is for but can guess this is something to do with my cancellation back in Feb 2017 and they must have had some type of either a cancellation fee or a monthly fee, they charged even after the cancellation. If I owed money, I have no problem paying for it. But this type of practice of not even letting your customers know about the bill and then turning you into the collection agency is violating customer rights.

I feel this kind of business practice should not be permitted. I am writing this to protect other customers from this company.

These people do not care about their customers one bit! My husband switched companies back in may. So he didn't have a check for june. So we couldn't pay our bill. They suspended our service. So we didn't have service for the whole month of july. We'll at the end of july we were able to pay the $660.01 for the charges in june. Then we get august bill and get hit with over $800. Because apparently they keep charging for a full month even when your not using their service! That is bogus and stupid! It's not right. So we will be cancelling viasat. Idc if we don't have any internet at all. I'm so sick and tired of these companies treating their customers how they want just because they know the majority of their customers dont have other options! Do not get viasat!

Stop Via Stat service return equipment March 2022 they say there missing parts that I return. I sent what they wanted they tell me they found the parts and they will refund me $269.38 and as of 8/22 they keep saying its approved need to wait and they need to find the equipment which I was told they found it months ago. Its a battle to get my money and nobody can help even tho they say it was approved ViaStat sucks

I acquired internet service from a service technician that promised month-to-month. I had my own router and equipment but he said it was not viable to work with their satelite dishes. Upon completion of installation, I was sent an email that this was a two year term contract, my name was spelled incorrectly and my Lot number was left off the address. Although, I didn't see the actual email until about two weeks later as I lived in another state at the time selling the family home. I explained this to customer service just as soon as I was made aware and they agreed to cancel. I was to wait on a box from UPS to pack up the rental equipment (a cheap router and their dish attachment,) and send back within thirty days. After three weeks of waiting I called to check on the box and get more information of all the items I needed to return (the box on the dish was tricky to remove.) We discovered over the phone they had left off an important detail on my address and that UPS had already sent them notification that they could not complete delivery. Customer service read back the "corrected" address to me and the problem seemed resolved and sent a new box. Now repeat the situation for the next five months, with both Viasat calling about their equipment and I calling about the box. I answered every single one of their phone calls, I called every time I got an email reminder to return equipment. I want this equipment returned just as much as they do, I am in a camper, I do not have the space to keep useless items in my care. Every time we talked, my address was incorrect. After 5 months, April 12th, and a charge of over $300 to my account for the equipment, I exclaimed to another representative that I can drive ANYWHERE to return equipment to a brick and mortar store. Her resolution was to send me a shipping label to my email address. I doubled checked, literally had her read it twice, that the email address was correct. She said give it two full days to show up in my inbox. Send in the equipment and then they will return the charge. The shipping label was never sent to my email. I called again and explained the new ruse, he decided to send a new box, after having once again to correct the address. He also said after returning the equipment a refund will be made. That was April 14th. No box still. Even if the box or shipping label were to magically appear in my hands, I would bet my right arm something would get "lost"or more than likely, never recorded and I would never see that refund. Aside from that, the month of service we did receive was so poor it was not of use. There is one cell tower in this area to accomodate over 9,000 people and as soon as the work day is over... complete crash of service. I have all emails archived and ready for arbitration.

We contracted with Viasat to supply us internet access for a plan that gave 25 MBPS speed and 60 gigs data cap. They installed their equipment on the 2nd of Sept. and we had them remove it on the 10th as we informed them that they broke their contract with us by only providing 9 MBPS download speed. They billed us the monthly service fee on the 14th. We disputed the charge, called Viasat to have them remove the charge and they then said it was a disconnect fee. On Oct. 4th, they charged my credit card for over $447. (Their contract states a $15 per month charge for early termination of the 2 year contract.) Since we only had it for 8 days, that would be 24 x 15. Or $360. This company is a scam.
In the middle of October, they sent us a box filled with shredded styrofoam. We sent it back. On Nov. 1st, a UPS truck showed up to collect a satellite dish... Viasat's contracted tech removed all equipment on Sept. 10th. They called me the next day, admitted that they had the equipment and I told them I had facts that they broke the contract and they could take me to court!