Viasat

I ordered Viasat internet and it was installed on July 14. The advertisement claimed no upfront money or installment fees.

Within two weeks i was billed $156. This doesn't mean I never saw a bill because I could not access my online account. I registered under my email and new accomber however, when i tried to login it brought up another email. So basically, my new number they had given me was still associated with a
previous account holder's email.

So when I tried to use my email as a username, it would not log me in unless I used the prior email, which was not mine. My first phone call to customer support was in regards to the email. The girl that I spoke to suggested that I use the other persons email as my username to log into the account instead of them correcting that problem. I would not do that to me that was kind of a privacy issue and it was using someone elses information.

She sent in the first ticket to resolve the problem to tech-support and told me to call back in 3 to 5 business days to see what they said to do. This whole time I could not log into my account keep in mind, which means I could not see a bill I didnt know what how much data I was using. I had no idea about anything. I dont even know what plan I have.

Did I receive an email that tells me Id use 70% of my data. It had not been but Two weeks since installed. I had to call and I had to add more data. Five days later I contact Bass that again and they informed me they have resolved the issue of the other email and now I can login with my email to go in and create the account again with the same email and try.

I attempt to and now I can log into my account, but when I do it comes up a completely different account number, a different name, but my email. Note it also says theres a past-due balance and its clearly not my account because it has a different account number and different name. I still cant see any data usage. I cant see anything other than the past due balance they want paid.

There is no bill, no data usage, no explanation of anything. I wasnt sure what the $156 was for PLUS the additional $60 I had to add for more data after two weeks of service. My question is is if it was no upfront fees and no installation fees how on earth did I owe $156 in two weeks and then use that much data at the same time? So I contact customer support back and we escalate the problem again another ticket is made so they can correct the problem why it is taking me to another account instead of my account information, Im told to contact back once again 3 to 5 business days.

I dont know that I have a Bill during this time because I have seen it. I found out about the $156 bill that Im referring to after it already disconnected my Internet. Now I called furious not knowing why they have and clearly I thought that they would understand being that they couldnt even log me into my account. I mean who on earth pays the bill if they havent seen one they dont know what theyre paying for?

I asked him to simply leave the Internet on and I wasnt gonna pay the bill until they corrected the problem and then I would pay the bill because it was their issue that they couldnt resolve and I didnt know what I was paying for. I feel like they needed to work with me. They didnt. This went on for three weeks.

Nearly I dont know how many times I called a couple of times I was called pretty much a liar, and I had no Internet. After being frustrated and knowing that I already had a two-year contract sign now, and I still couldnt get in my account I made the decision after threatening to leave them to go ahead and stay with them due to the fact, they would be a lot of problems to try to change over and everything. On 21 August I contact them back and I talk to a man in customer support and tell him Im still not able to log into my account. They still havent fixed the problem.

I dont know what Im paying for. However I need my Internet because I cant use my phone. Can I make a payment arrangement now? The bill is gone from 156 to 190.

I did that because I didnt feel like I needed to pay anything because I still couldnt see the bill however, I needed it on, he said it was no problem. How much do you want to pay was what he asked me. I told him Id pay $136 could I pay the additional 60 and a couple of weeks? No problem he says and takes that $136 payment and has my Internet back on.

Before we hang up I ask when is my next payment due? Im told September 16. Makes sense, I made a payment arrangement on August 21 so yeah thats about the time frame that you would think somebody would get to pay it out. Get off the phone.

Try to log into my account still cant log into my account. Today I get a notice that they tried to run the additional $61 that I just made the payment arrangement for four days ago already through my account. They gave me four days of a payment arrangement. So, now Im delinquent again and at any time my Internet can be disconnected.

I paid $136 four days ago and Im already faced with them disconnecting it again. Of course Ive called twice and no help. Keep in mind through this whole process I didnt have any Internet for three weeks. Ive contacted Viasat about my bill when it was disconnected.

I was emailed back that they received my email and guaranteed someone would contact me back in 48 hours probably seven times and not once has anybody contacted me back. Instead, I feel like I was lied to about the $136 payment arrangement on the 21st and the agent knew they were gonna turn around and disconnect my account again if I didnt pay remaining balance. Yet Im still waiting my eighth round of 3 to 5 business days to give them to simply correct my account issues by escalating it up to technical support. That is a joke I still cant access my account.

I dont know what Ive paid for in the past, I dont even know what plan I have, I know nothing. Yet, they can cut off my Internet and have no care or concern about it and lie to me to get it done. The advertisement when I signed up of no upfront fees and no installation fees is misleading. Viasat Misleads people in my opinion to get people to commit to a contract.

Then do not follow through with anything on their part far as customer support goes. You will pay what they say you owe whether you know you owe it whether you seen it or they will disconnect you . No questions asked no explanations they will give . .

No questions will they answer. Clearly they have plenty more to replace you because they dont give two craps about losing you. Individuals like myself, who live in rural areas and are limited in their choices whether it be their location or the cost of other Internet providers. My Internet probably will go off any day.

I am furious and I know theres nothing I can do other than pay what they claim I owe without seeing any proof or find another Internet provider. If i break my contract due to Viasat's inability to resolve these issues they will try to charge me $15 a day for EVERY DAY I still have left on my contract. I Have attempted to reach out to someone from a different department in regards to the problems by email. When you call the customer support number to speak to someone in customer support, whether it be a technical issue or whatever if you have a past due balance like I did if you dont agree to make that payment, you cant even speak to someone from Viasat.

You have to make an agreement with this recording that youre going to make a payment that you owe or else you cannot speak to anyone anywhere within that company. How unfortunate if for some reason you need to explain why you couldnt make that payment or need help from them anyway, This is the biggest mess Ive ever gotten myself into where theres a contract involved. I hope I didnt make a mistake and Viasat proves me wrong. If not, I will contact everyone I can and I will post every review that I can on this one to maybe save someone else from doing the same.

Do i recommend Viasat? At this point in time absolutely not, if they reach out to me and ttry to resolve the issues Ive dealt with in the past few months and what Im facing now I will be back and add it to this review. I clearly was misled about this payment arrangement and the question is, was it done intentionally or no? To me thats just taking advantage of your customers and doing whatever you have to do to get payment for services that may or may not have been provided.

After all isnt part of the plan, or the account agreement that you will provide good customer support? How about making sure you provide a statement for services you claim they received?

The equipment broke twice within the first months of service. This company thought it was appropriate to offer me only $26 for eight days of missed work from home after telling me the soonest they could send a tech to fix the issue, the second time the equipment broke down.

I, like most, could not get eight days off work to wait for the tech. So I had to go back to Verizon and pay them $400 plus to get their service back... When it came time for the Viasat tech to come, on a work day because they don't send techs weekends, I got calls and a text that their tech couldn't find my home. Mind you they installed the equipment and I hadn't moved.

I would have had to race and take the day off work with no notice to my employer as I was in the middle of a work from home rural work day. I wasn't able to do that this the tech never came -- this happened in December. In late December or early January I called and stopped the auto pay because I didn't believe I should pay over $200 a month for service that wasn't working. I planned to re-schedule to get the tech out as soon as I could take time off from work...

I was told auto pay was turned off for the time. In February Viasat took the over $200 payment via auto pay from my checking account. Clearly that rep had lied. Auto pay wasn't shut off.

Viasat refused to refund the money. They kept telling me the charge was valid. Their idea of a valid charge is stealing your money for service that doesn't work.. Their idea of customer service is to constantly treat you like garbage.

This is a cheating lying scamming abusive gaslighting company... Go with any other option. Don't get involved with this scam company... And btw they expect me to still pay the early service termination fee and the fee for the remaining months I would have used the service if Viasat hadn't done this latest theft from me...

This is a company that will literally lie and steal...

BTW: The $226.46 Viasat stole - they won't even apply this to the early termination fee or the ongoing monthly cost for the rest of the contract time. They're keeping it as service cost even though they know and admitted there's been no Internet service...

Ive been a customer for over nine years and up until this year Ive never had any problems with Viasat/Exede. I honestly believe that they were trying to get rid of me because they could no longer charge me those outrageous prices once I signed up for the ACP program!!

Id have service for a few days and then for the rest of the month nothing, Id call the customer service representative would go thru the troubleshooting process and still no service, so they would put in a ticket to technical support of course they ALWAYS had a 25 minute wait or either call was disconnected; Id call back and be put on hold again and same thing. Usually then you guessed it internet is working. Next month same thing. But today, help me Lord, today was the last straw Ive called every single month concerning the service being out as well as refunding my money for the days when even your very own technicians have ran diagnostics and it clearly shows its something wrong on your end!!!

This man had the audacity to tell me that if I called Monday to create a service ticket that if the problem wasnt resolved by Wednesday I was supposed to call back!! And every time I called I also asked to speak to a Supervisor and today was the first day I finally got a chance hoping he would attempt to actually look at the patternNope his response was I can refund you the money you paid for the tech to come to your home; Oh wait a minute you didnt pay for that Really, like,,oh ok so well I tell you what just cancel my services completely!! Wait one second I can Me: No thanks Him I will be happy to assist you I just want to check on one thing before you decide to cancel if you dont mind, on my screen here it shows that you have service on Oct. 8th someone used (some #) so you have had some service Me: Ok (praying) Him Hello Me(breathe) Yes I dont know what that means but Him: Basically someone signed on and off either because they moved or lost signal Me: So by your own admission you know there are problems with the service you can clearly see that I have called EVERY SINGLE MONTH and Ive been a customer for over 9years, 9 years!!

Just please disconnect my service and refund my money!!

After declining a discount for another service call he said Yes maam youre account will be closed Nov. 6 it is already set up in our system as you requested in AUGUST!!

I have had multiple issues with Viasat and calling their customer service line is not effective in any way.

I will provide only 3 of the issues I have had with Viasat where their customer service was not helpful.

The first issue occurred in January of 2023. I had missed a payment and service had been suspended.

My fault. I called and paid the overdue amount plus a re-connect fee. The next month,February, they deducted over $400.00 dollars from the account that I used to pay the bill and reconnect fee. I called customer service and was told that this was a mistake on their part and they would issue a refund in 14-21 business days.

I asked for a supervisor and was told nothing could be done to speed up the return. I called again the next day went through customer service again and then had to wait again for a supervisor only to have him parrot the same thing to me. It would take 14-21 business days to refund the money. I told them that I would find a way to press charges if it took a month and I would sue for interest and the overdraft fees that I accrued due to the unexpected $400 dollar charge that I had not authorized.

I repeated this process daily until I finally received a refund of the money they withdrew but I never received any compensation for the overdraft fees and a returned check fee.

The next month, March of 2023, they charged me again for the re-enstatement of service fee that I had paid in January. I was able to get a credit for that after 2 calls and much wasted time.

The third incident is when I called in May of 2023 to cancel my service and was told that I would still be charged for June because I had canceled too close to the payment date for June service. I called on May 18th. So, I ended up paying for another month of service.

Then when I received the box to return my equipment, I found out that I had to return the transceiver, or TIA, that is connected to the satellite. They put the satellite on the roof. I called and explained that I am a 54 year old widow who is not able to climb on the roof and that I live alone without any family to help me.

They said that they could either charge me $95.00 dollars to have someone come out or I could find someone else to pay to get it down.

I can't help feeling cheated and taken advantage of. Their service was intermittent at best and would go out almost daily.

DBegan services April 2023 for monthly fee $85.05. When tech came to install had to pay $82.00 for pole to place equipment in.

Never discussed when talking to customer service. 2 weeks into services was very poor and slow connection used all GB. Talked to cust. Dr.

Sent tech back out he said everything working fine. Still slow buffering constantly. Called custservice again they made special offer adding 150 more GB same rate. When received bill was increased to $95.95 then the next month bill increased to $271.63.

I was furious told me I had upgraded my plan which I did not and we argued forever told her to cancel plan did not meet expectations of what they offered then was told have to pay $338.00 to terminate plan. I got screwed big time for maybe 3 good weeks of service

Called in approx 9/10/22 to get my internet checked because my speeds had been around .2 MPS. They checked all my equipment and later my speeds came back.

But while I was on the phone I then told them how putrid the Viasat phone service was and that at least 80% of my phone calls were scammers or peddlers. The customers service person then proceeded to look into to it. But instead of helping me he signed me up for a service that added $50 more a month to my bill. I had no idea because I could only understand about half of what the guy was saying.

The entire time I thought he was helping me and never once thought he was selling me something. Several weeks later when I saw my $271 bill, I called in to find out what was going on. They said I had ordered a new service. But I didn't and I certainly would never agree to $50 more a month.

In fact, if there was a new service added I I could never tell. I already had phone service and I was still getting telemarketers calling me. Phone service was so bad that sometimes I would come into my office and there were over 20 messages...All telemarketers. The day I saw my bill and called in to complain, a supervisor said they would look into it and I told her to listen to the tapes of the conversation, they will hear how much trouble I was having and that I couldn't understand much of what the guy (a foreigner) was talking about.

I don't believe any Supervisors ever did listen to the conversation and VIASAT proceeded to charge my CC for $271.00. I quit Viasat a few days later and told them I can't in good conscience support or have business dealings with dishonest people. In the images below is an email I received yesterday saying they will cut service in 3-4 days.

Not true, they cut services a few hours later. A Visa Charge back is pending.