Formerly named Exede
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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.
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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.
Since we live in a rural area we did not have many choices and had Viasat for four years. Customer service was horrible. When you did get a representative they usually read from a script and they would always try to upsell you in order to solve an issue. I got the best service they had but half the time I was stuck with constant buffering and outages. One time we were down for almost a week and we were never reimbursed. I was always rebooting the device. But the worst was when we finally were able to disconnect this horrible service. We always paid a month in advance.
Our invoice was 324.00. My expectation was they would pro rate the cost and return 26 days on the invoice that WE ALREADY PAID. This is what I get for paying my bill on time. I was told "we cannot do that and will terminate your service at your next invoice and send the boxes for you to return the equipment and if you don't return the equipment within 30 days you will be charged for it. I was a good customer. Always paid on time. I don't understand why they are still in business!! Bad service. Worse business practices. Total bait and switch.
THE WORSE INTERNET AND CUSTOMER SERVICE!!!! I lowered my bill because I was paying a high amount for service for almost a year that sucks and did not hold up to their advertising, couldn’t work from home, kids couldn't load homework, and you can’t stream on it. I had the highest package offered knowing my family needed it, WASTE OF MONEY! I lowered the bill, got the same service. 2 months went by with the new payment and they decided to pull the previous amount out of my account, told me their system didn’t recognize the change but did confirm the agent changed my package to lower amount.
I asked for the difference to be refunded back to my account, and was told no! They blamed me and said because I didn’t call before they took I couldn't get the difference back! They did offer 40.00 of the over 100 dollar difference. I will be filing a complaint with the attorney general who handle consumer laws. RUN! You’re better off using your hotspot on your phone. I canceled my service!!!
Our first disappointment was that we could not use our land line with Viasat, as there is a one-half second delay, making conversations impossible. We had to go back to Centurylink, meaning another $50 a month due to Viasat's poor service. Then we found that our cell phone service was the same, a half-second delay, meaning that we we had to turn off wifi assist, using our weak T-Mobile signal for mobile service. Then we found that television service was weak at best, with the spiraling arrow in the middle of the screen that I suggested to them should be their company logo. We do not watch a lot of TV, only turning the set on late in the day and turning it off around 8PM, but still, we get the emails advising us that we have used up our service around the tenth of the month. I refuse to buy more, as it appears to me to be their business plan is to nickel and dime us for more service.
I am not a big NFL fan but was interested in the Bengals-Chiefs game, send so looked forward to watching it, but service was so intermittent that I turned it off and listened to the game on SXM who provides reliable service. I complained to the Better Business Bureau after that, as I suspected their signal was deliberately compromised that night to sell more "high speed" service, making a windfall. They of course, never responded to the complaint.
Some things they cannot control, like weather outages and the fact that geosynchronous satellites are 22,000 miles over the equator, creating a signal delay, meaning they cannot be used for phone service or gaming. Sale people do not tell you that, at least on phone service. But understand that if they can provide "high speed" service to all of us for ten days out of the month, they can provide it for the whole month and choose not to, just to create more revenue. I suspect their internal sales goal is to get $300-$500 out of each customer each month. Cannot wait for Starlink.
I am four months shy from canceling this awful internet service. It costs a fortune for buffering. It is dreadfully aggravating to be out of “high-speed internet” after a few days. It is a rip-off. You would be better off without internet services than throwing your money away on this crap. Viasat does not warrant one star.
BEWARE: A sales person outside of the US sold me ViaSat based on a money back guarantee and promised me speeds that were completely not true. After I called the main company, they told me that what the sales person told me was not true and that they couldn't honor the word of the Sales person. So basically I lost my money and they didn't want to cancel the contract. Very, Very Bad! I do not recommend them and you can't trust anything the sales reps tell you. They don't even work for the company as they are a 3rd party. Stay away! That's my advice.
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