Formerly named Exede
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We had to sign up for Viasat (via the phone) in our new rural area because we had no choice but them for hi speed internet. We did not get that service. Instead, we got constant buffering and slow internet, and extremely intermittent wifi calling. IN ADDITION, THEY TOLD US WE COULD CANCEL AT ANY TIME! NOT TRUE—they never told us when you sign up there is a 2-year contract. We didn’t find that out until 2.5 months later when we called to cancel! So they don’t cancel the day you call. They wait until the NEXT BILLING PERIOD, which is yet another month you have to pay over $200 / month for crappy service PLUS a $330 penalty fee. DISHONEST COMPANY, TERRIBLE INTERNET SERVICE. Don’t bother. Find Freedom Fiber in your area or another Fiber company in your area like we did: 100 TIMES BETTER!!!!
When we first signed up in 2018 it was okay. Each year the service is slower and the price higher. Now we're paying $170 a month for service that basically stops on the 15th because of data caps. Extremely high price for half a month's service is unacceptable. I'm counting the days until rural internet is rolled out at my address.
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First of all, I was calling to get Starlink when I was convinced by the salesman named Alex that it would take 6 months to get starlink and that starlink's sister service ViaSat was a much better deal because it had no upfront costs and I qualified for a free installation. Sounds great except that when I said to Alex I'd had experience with internet services like them in the past I had discovered that the speeds were not adequate for my needs. Alex assured me that if I wasn't satisfied the installer would take it back immediately and cancel services. I shouldn't have listened to Alex at all because sounds like it was all just a scam to get me to take viasat versus purchasing star link which I can tell probably by now is going to be better no matter what.
Immediately upon installation, I ran a speed test and was not satisfied. Installer didn't care and said he had to have a contract for cancelation. I called and explained, and after many debates I was told I would have to pay a $300 cancelation fee less than 24 hours after installation. Alex never mentioned a fee to cancel. In fact he assured me customer satisfaction at no cost to me. Now, I have taken multiple sales calls trying to convince me that I am going to pay the cancelation fee just for trying their services. Never again. I should have known when my salesperson's English was barely understandable. I will never do future business with this company and since they are trying to say Alex told me I would pay a $300 cancelation fee. Apparently, I never heard that. Was it the language barrier when they're rattling off so quick you have no idea what they said. But when you specifically ask, they don't say that. Order #**
I am hoping this helps others. We had limited choices as we are in a rural area. We choose Viasat and had NOTHING but disappointment. Our hotspots work better. We ended up paying $460 to cancel! We ended up going to Starlink, the BEST internet service I have ever had... and I think I've had most of them: Dish, Comcast, Coastinet, Direct TV, Spectrum, Verizon, Frontier, and Viasat.
The technician that came out from Viasat was extremely helpful, unfortunately, he could not help us as their service is so bad. Although we had problems from the beginning, with documented calls to Viasat, they are still charging us over $460 to cancel and refuse to waive any fees! Please stay away! Use your hotspot or get Starlink!
This company is sneaky. They went into my Viasat, my personnel login and changed my bill date. When I call them people who hardly speak English play phone games but when you live in the middle of nowhere, what can you do.
I have resolved the Viasat equipment with Viasat on 3/24/23. Which also happened to be the day that my credit card company approved my dispute. Never received an explanation as to why I was charged for equipment I returned. Again caution to others, upon returning your equipment, get online and print out your delivery details which state the weight of the package. The UPS-delivery details are only available for a limited TIME. After that it is your word against Viasat.
Updated on 05/03/2023: Was charged for a Tria even though I had returned all equipment and had the delivery receipt showing all 10 lbs of equipment had indeed arrived at their end. The charge happened on 3/20/23, I spent 3 days trying to get this error charge resolved and a refund back. Viasat stated they issued a refund on 3/24/23. Well now it’s 5/2/23, my bank has not received a refund to date. Viasat replied to my Better Business Bureau complaint that they issued the refund 3/24/23 and if I disagree, to send them all my statements as proof.
My bank says that’s ridiculous because they immediate send me notice once a refund posts to my account and said Viasat should provide their electronic refund transaction confirmation to prove they indeed issued a refund to the bank. I don’t seem to be the only ex-customer with this problem and now I am considering small claims court to get my money back. I also wonder why there isn’t any bigger coverage about consumers' problems with Viasat, as it seems to be a massive problem.
Original Review: Returned equipment and got charged $157.07 for supposedly not sending back the TRIA, which is a downright lie. I looked at the docs I had and discovered the following: When you return the equipment you get a tracking number, so go online and print the details which include delivery date etc and most importantly the WEIGHT of the package. The weight including the TRIA which is heavy will be 10lbs. Let that sink in, how can one not have sent the TRIA equipment (which they are claiming in my case), if there is a track # and details with 10 lbs of weight?
Everyone who has problems with Viasat/Exede pls file an official complaint with the BBB. These fraudulent charges and/or attempts to fraudulently charge people is wrong and Viasat must be held accountable for their shady business practices to the authorities. It only takes a few minutes to report them. Even after the fact you and with your money gone long ago, you can still file and demand an explanation from this company through a BBB complaint process. I am keeping a lookout for a class action lawsuit, I hope there will be one against them someday soon.
I have called several times to disconnect this service and they refused to stop my service. They have on record that I called many times to stop service and they still have been billing me for the last ten months when I don't even live at the address anymore. And after calling again they still did not stop the service. Now I have to go to the bank and press fraud charges for the last ten months and get my money back.
This service is the absolute worst! There were times it didn't work for a week. Forget having service in the evenings, high traffic times = no service for you. I called to complain and cancel my services and they will not let me out of my contract without an $800 fee. I told them it doesn't even work and I shouldn't be charged for services I can't even use and was hung up on by the service rep manager.
Their modem capabilities does not match what they claim online. I had to cancel and returned their equipment. But now they are claiming I did not return the equipment and are trying to charge me. This was after several calls reminding me to return the equipment and me saying each time that I’ve already returned it through UPS with the box and UPS sticker they provided. They explained they will be able to track it themselves. I haven’t heard from them for about 3 months and all of a sudden get an email saying they will deduct a payment using my last payment method. When I contacted them they say I did not return the modem. The modem was returned in the box they provided along with the power cord and the receiver from the satellite as instructed.
UPDATED 2/22/2023: After four phone calls and being DENIED an address to return my equipment at my own expense because I haven't received their box with a preprinted label, I'm finding that they will charge your card on file for the failure to return the equipment. If you dispute the charge with your credit card company, they send it to a collection agency stating you failed to return the equipment. This is 100% fraud. They refuse to give you a shipping address, refuse to give a tracking number for the box they say they sent by UPS stating they don't have that information but yet, they know the box went out...? How is that possible? All UPS shipments have a tracking number. They tell you to keep calling back to check on the box if you don't get it.
Four phone calls and no box for two accounts I'm trying to close out. I've even read complaints that others have confirmation they sent the equipment back with a UPS tracking number and delivery confirmation, and they deny receiving it and charge their card. If the charge is disputed, they send it to a collection agency. This company should be shut down. I asked about paying the 95.00 for their person to come remove my equipment and was told they only takes the part off of the satellite. I still have to return modem and cables in the "box" that they are mailing to me.
So, there is literally no way out of this situation unless your credit is bad and you don't care about a collection mark on your credit. I have 40 minutes of conversation recorded where I was denied a shipping address by an employee and a supervisor. I was denied a tracking number for the box they say they sent out. I will follow up because I'm sure my credit card will be billed as others have for equipment not returned.
ORIGINAL REVIEW: I cancelled my service on 12/28/2022. I obtained a confirmation number and was told my service would terminate at the end of my billing cycle on 1/23/2023. I was told I'd receive a box with a pre printed shipping label to return my equipment within 7-14 days, and informed if I failed to return equipment within sixty days, I'd be charged for it. I was advised if I didn't receive the box to call back. This raised a red flag, so I asked for the shipping address offering to pay for shipping in case I didn't receive the box. I was told they could not give me an address and the equipment had to be returned in their box with the pre printed label. I was told it would be shipped by UPS and my address was confirmed.
On 1/24/2023, my credit card was billed for another month of service. It was not cancelled on 1/23/2023 as stated. I had not used the service and unplugged it at the time I requested cancellation on 12/28/2022. So, I called on 1/24/2023 and was told that the confirmation of cancellation was in the system, but the order did not get put through and that I would receive a refund on my credit card within 7-14 days. I asked again about the box for equipment return and was assured it would be sent.
As of today, 2/21/2023, I have not received a refund or the box for returning my equipment. I called today and spoke to an agent and finally a supervisor. I recorded the 40 minute conversation. I was denied a shipping address to return my equipment. I was told by the supervisor the box was sent out by UPS on 2/6/2023 after being told it hadn't by the agent, but they could not and absolutely refused to provide me a tracking number. I was told they don't have access to that information. After reading many complaints, I'm finding that the goal is to charge you for failing to return the equipment which consist of around 320.00. I've made a total of 4 phone calls regarding this matter.
My mother passed away on 1/16/2023 and I've also had the same issue trying to return her equipment. Two accounts, two cancellations, no box sent for either account and refusal to give a shipping address to return equipment. This company is absolutely a fraud. Their contract states you can't ship the equipment to any address listed on their website or contract. It MUST be returned in their box that they send to you with a preprinted label. Yet, I'm sure my credit card will be billed for failure to return equipment as others have been from reviews I'm reading. BEWARE of this company. In addition to the internet being slow and just overall horrible, the customer service is an absolute nightmare.
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