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.

  4211 W Boy Scout Blvd Ste 550 Tampa, FL 33607-5928

• 

  ViaSat Inc

  410 Commercial Blvd Broussard, LA 70518-3630

• 

  ViaSat Inc

  701 Poydras St Ste 1900 New Orleans, LA 70139

• 

  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:03/15/2025

  Type:Service or Repair 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.

  The other day, I was checking out Viasat's internet plans. Viewing the prices required filling out some info, including my email. I decided that their service is not for me. Now they are emailing me every day to sign up. There is no unsubscribe option in the emails, they only provide a phone number to contact them on the website and I have no phone service at home to call them to tell them to stop the emails.

  Business Response

  Date: 03/20/2025

  Thank you for bringing Mr. ******** complaint to our attention.
  
  Mr. ******** request to be removed from Viasats mailing list was escalated to our internal ******************** on March 19, 2025, and his email address, ************************ has been removed as requested.
  
  Viasat apologizes for any inconvenience ********** may have experienced.  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.
  
  Sincerely,
  
  
  Viasat *****************
  Consumer ******************

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair 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.

  I used Viasat as an internet/cable provider and when I cancelled my service due to poor performance and customer satisfaction I returned all the equipment, and I have tracking information.I talked to many customer services preventatives that assured me all the equipment was received, now I'm getting charge and the charges of $159.53 were sent to a collection agency. when i call Viasat I get nowhere we them now. this is stealing from customers.

  Business Response

  Date: 03/18/2025

  Please see the attached response.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I signed up for satellite installation on friday feb 28. cancelled the installation on march 1st that was scheduled for march 6th. I've been trying to get my $150 installation fee back.

  Business Response

  Date: 03/19/2025

  Thank you for bringing Mr. ******** complaint to our attention.
  
  Mr. ******* ordered service through an authorized Viasat sales vendor on March 1, 2025, at which time he paid an account setup fee of $150.00.
  
  On March 2, 2025, Mr. ******* contacted Viasat to cancel his order for service. The representative canceled Mr. ******** order and advised him that he would receive a refund for the upfront charge of $150.00 within 7 to 14 business days.
  
  Between March 7, 2025, and March 13, 2025,Mr. ******* contacted Viasat three times to inquire about the refund.  Each time, Mr. ******* was advised of the timeframe as stated above.
  
  On March 13, 2025, the refund of $150.00 was processed to Mr. ******** payment method on file.
  
  At this time, Viasat feels that all appropriate actions have been taken to assist ********************************* 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.
  
  Sincerely,
  
  
  Viasat *****************
  Consumer ******************

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I don't believe the story but I finally did get the refund.
  
  Regards,
  
  Arcade *******
  
   
  

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I was told I would get a refund 10 day to 15 days . It's been Over a month. Called them today Feb 6th and was told sorry for the delay it would be another 3 to 5 days before I see my refund. I never use there survive I was reading the small print where it said that if you were a gamer that this would not work for you as a internet service . So I call to cancel my service. Was told I would get a full refund . I th I nk I waited long enough for them to refund My momeyb

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair 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.

  Basically my billing cycle started 2 days ago on October 12th and I called today to cancel service on October 14th. However they are charging me a full month of service and will not cancel service until my next billing cycle on November 11th. When I will no longer be using the service starting today. I went through 3 customer service managers and the last one said customers are not allowed to speak to corporate and I could not speak to his supervisor. So then I asked to speak with someone in sales or marketing and they dont have anyone to send me to there either. I have been a loyal paying customer for years. If it were only a week I would just let it go but a full month of service is basically close to $150. That it horrible that they would do that to such a good customer. Said they couldnt even give me partial credit for the months charges either. I just dont think I should be forced to pay for a service that I am no longer using. And how can I not get anybody that can actually help me.

  Business Response

  Date: 10/15/2024

  Re: Katrinna Brangenberg, Complaint ID Number 22421349
  
  To Whom It May Concern:

  Thank you for bringing Ms. Brangenberg’s complaint to our attention.

  The Customer Agreement, signed by Ms. Brangenberg on June 30, 2019, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customer’s billing period, regardless of when termination is requested.
  
  Ms. Brangenberg was charged $146.21 on October 12, 2024, for monthly service charges. No payment was collected.
  
  On October 14, 2024, Ms. Brangenberg contacted Viasat to disconnect her service. The disconnection was submitted to process on November 12, 2024, with disclosures read, including a reminder of the above-stated policy. Ms. Brangenberg was transferred to a supervisor and a manager to dispute her account balance, and was advised that, per the Customer Agreement, she is responsible for the full balance due.
  
  Review of Ms. Bragenberg’s account as of October 15, 2024, shows she has consumed 25 GB of high-speed data during this billing period. As such, all service charges have been deemed valid.
  
  If Ms. Brangenberg’s has any further questions or concerns, she may contact Viasat’s Customer Care Department at 855-463-9333 seven days a week, 5:00 a.m. to 10:00 p.m. MST.
  
  Thank you for the opportunity to respond.
  
  Sincerely,
  
  Viasat Satellite Service
  Consumer Affairs Department

• Initial Complaint

  Date:09/23/2024

  Type:Billing 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.

  I had been under contract with this satellite internet company for over 2 years. During that time, I had been being charged for an exorbitant amount of money monthly for service that I couldnt even use because their internet service/connection was terrible. Now that another internet option has become available in my area, I cancelled my service with Viasat on the 18th of September 2024, a few days before my auto payment was set for the next billing cycle. However, the company still withdrew my money from my bank account and when I called to dispute, they told me because a bill had already been generated on the 12th, that I was still responsible to pay the full service price for the generation of that invoice. Therefore, they are refusing to refund my money.

  Business Response

  Date: 09/25/2024

  Thank you for bringing Ms. ****** complaint to our attention.
  
  The Customer Agreement, signed by Ms. ****** on May *******, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customers billing period, regardless of when termination is requested.
  
  Our records show Ms. ****** was charged $198.10 for monthly service on September 12, 2024. Payments for monthly service are due within 10 days after the invoice generates.
  
  Viasat received a disconnection request from Ms. ****** on September 18, 2024, at which time she was informed of the necessary disclosures before the order was submitted for October 11, 2024.
  
  Viasat collected payment for the balance due on September 22, 2024, as scheduled. Ms. ****** called on September 23, 2024, to dispute the payment. During this conversation, she was informed by a Viasat supervisor of the above billing information.
  
  Review of the account shows that Ms. ****** has not utilized the service since September 17, 2024. As a gesture of good faith, Viasat will agree to provide her with a prorated refund of her September invoice in the amount of $165.10. This refund has been issued to the payment method on file as of September 25, 2024. Ms. ****** should be advised that it may take her bank three to five business days from the issue date to process this amount back into her account.
  
  Thank you for the opportunity to respond.
  

• Initial Complaint

  Date:08/13/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In March of 2024, I returned my equipment and cancelled my account. I was however, charged again in April of 2024 for a month of service. I called and once again confirmed that my account was cancelled and was assured the equipment was marked as received. (confirmation I-*********) Just yesterday, 3 months later, I receive a notice from a collections company. When I called, I was told that I had neither returned my equipment nor cancelled my account. I cannot even get a disclosure at this time as to the amount as they have some of my mother's information on the account. So now they have tried to ruin my credit? I'm on disability and they are trying to take advantage of me.

  Business Response

  Date: 08/01/2024

  Thank you for bringing Ms. ***********;complaint to our attention.
  
  The Customer Agreement, signed by ************* on November 26, 2022, 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.
  
  Additionally, the Customer Agreement advises that customers are responsible for returning *********************** modem and transceiver within 30 days after disconnection. Failure to do so will result in an unreturned equipment fee of $300.00, not including taxes. Customers are reminded of this when they elect to disconnect service. Viasat supplies equipment return materials, including illustrated instructions and a prepaid return shipping label, within a week after disconnection. The Customer Agreement is provided to each new customer, and is available at ************************/legal.
  
  On September 5, 2023 *************************** contacted Viasat to disconnect her 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 September 28, 2023, with disclosures read, including a reminder of the above-stated policies.
  
  ************** was charged $209.04 on September 28, 2023, for early termination fees. Payment was collected on October 8, 2023.The same day, **************** called Viasat regarding the charge and was advised accordingly.
  
  ************** was charged $322.68 on December 28, 2023, for unreturned equipment fees. Payment failed to collect on January 7,2024, and the unpaid balance was sent to an outside collection agency on January 9, 2024.
  
  On July 26, 2024, **************** contacted Viasat to inquire about her collections balance. The representative provided her the phone number to ***************** Services to further discuss her account details.
  
  At this time, Viasat feels that all appropriate actions have been taken to assist **************, as Viasat has not received her equipment; therefore, all charges are valid. If Ms.Scott has any further questions or concerns, she may contact ***************** Services at **************.
  
  Thank you for the opportunity to respond.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 22053301
  
  I am rejecting this response because:
  Who is *************************?

  
  The equipment WAS returned.
  What the business is leaving out is there were 3 calls placed trying to receive the box to return the equipment. The equipment was sent as soon as I finally received the box to return it in.
  It was then confirmed as received on the final call.
  
  There was ZERO communication saying that the equipment was NOT received. I was given No Notice that the equipment did not arrive.
  Why?
  And if it wasn't received, why was it suddenly charged in December and then sent to collections less than a month afterwards? No attempt at all to collect?
  That is not logical and did not happen.
  
  I'm being charged for their poor business practices. I'm not paying for your lack of record keeping.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2024

  Thank you for bringing Ms.Scotts rebuttal to our attention.
  
  Viasat records indicate that *********************** called Viasat on September 5, 2023, and July 26, 2024.
  
  As of August 14, 2024, Viasat has confirmed with its Asset Management Department that we have received all of Ms. ******************************** a resolution to Ms.***********;complaint, Viasat has removed her account from collections with the balance due waived. Please note it may take the collection agency a minimum of 30 days to update their records. Viasat is unable to expedite this process.
  
  If Ms. **********;has any further questions or concerns, she 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.

  Customer Answer

  Date: 08/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/13/2024

  Type:Service or Repair 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.

  I had an appointment for service for setup on 7/12/24 and there was a no show so i called and set up for the next day 7/13/24 between 8-12 still a no show. Called again and set up for 7/14/24 and still a no show so at that point i ask for a refund of ******. As of today 8/12/24 still no refund and i have called for the refund is showing on the account but it has not been refunded to my bank and i have called the bank and there are no pending transactions from viasat at all.

  Business Response

  Date: 08/15/2024

  Thank you for bringing Ms. ****** complaint to our attention.
  
  Our records show ************** ordered Viasats service on July 10, 2024, at which time she was charged $100.00 in installation fees.
  
  Between July 12, 2024, and July 13, 2024, ************** contacted Viasat three times to report that the technician did not arrive for the scheduled installation appointment. The representatives created escalations for the installation to be completed as soon as possible.
  
  On July 13, 2024, ************** called Viasat to cancel her account in-flight, but accepted an offer of $50.00 off her first month if she agreed to retain service. However, on July 14, 2024, ************** once again requested cancellation of her account. This was processed accordingly with disclosures read, including a notice that she would receive a refund for any upfront charges within 7 to 14 business days.
  
  ************** contacted Viasat on July 26, 2024, and August 6, 2024, to follow up on the status of the refund. The representative advised ************** that it may take up to *********************************************************** her account.
  
  On August 14, 2024, a $100.00 refund was issued to Ms. ****** payment method on file. The same day, Viasat received an email from ************** regarding the status of the refund, and a reply was sent advising of the actions taken.
  
  At this time, Viasat feels that appropriate action has been taken to resolve Ms. ****** complaint. If Ms. Blunt has any further questions or concerns, she 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.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  I have been dealing with Viasat for over 8 months and their service is absolutely criminal. I can't get internet service on the nights that I have my religious services on line, nor can I get internet service on nights that it rains and all I get from their service people is dumb answers. Last month my wifi was offline over half the month.

  Business Response

  Date: 08/05/2024

  Thank you for bringing Mr. *************;complaint to our attention.
  
  The Customer Agreement, signed by ****************** on December 18, 2021,  advises that Viasat does not guarantee the service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customers home or their service gateway.
  
  On May 28, 2024, ****************** contacted Viasat twice to report no connectivity. The representatives attempted troubleshooting, but ***************** ended the calls before further action was taken.
  
  On July 31, 2024, ****************** called Viasat to disconnect his 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 to process on August 20, 2024, with disclosures read.
  
  Modem diagnostic tools show that ****************** utilized his services throughout June and July, until he unplugged the modem on July 31,2024.
  
  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. At this time,Viasat feels that all appropriate actions have been taken to assist ******************.
  
  Thank you for the opportunity to respond.

• Initial Complaint

  Date:07/30/2024

  Type:Delivery 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.

  *04-01-2024: we paid our bill.*04-02-2024: we disconnected the router from the wall and placed it back in the box. Also requested the company disconnect us to not have further charges on this day as well..

  Business Response

  Date: 08/05/2024

  Thank you for bringing Mr. **************;complaint to our attention.
  
  The Customer Agreement, signed by ******************* on March 5, 2024, states that customers are responsible for the monthly fee for the full billing cycle in which the customer requests to disconnect service, and that Viasat will not provide a prorated refund for any prepaid fees regardless of when service is terminated. Therefore, all Viasat residential accounts are disconnected at the end of the customers billing period, regardless of when termination is requested.
  
  Mr. ******** was charged $96.58 on April 8, 2024, for monthly service. Payment was collected on April 18, 2024. Viasat received a chargeback from Mr. Rutledges financial institution for this payment on April 22, 2024. The money was sent back accordingly, but the balance remained due on his account. Mr. ********* account was suspended on April 28, 2024, for nonpayment.
  
  Payment for the balance due was collected on May 18, 2024, and Mr. ********* account was resumed from suspension the same day. When a suspended account is resumed, the customer is responsible for the past-due balance. At the next bill cycle date, a pro-rated fee for the remaining balance of the current months service is billed.
  
  Viasat received another chargeback from Mr. Rutledges financial institution for the amount on May 21, 2024. The money was once again sent back to Mr. ********, but remained due on his Viasat account.
  
  Mr. ******** was charged $116.53 for prorated service charges plus the existing balance due on June 8, 2024. Payment for the balance due failed to process on June 18, 2024.
  
  On June 21, 2024,Mr. ******** contacted Viasat to disconnect his service. The representative attempted to read disconnection disclosures to Mr. ********,but was unable to complete them before Mr. ******** disconnected the call. The representative made one attempt to call ******************** back, but there was no answer. To disconnect an account, there are required legal disclosures that must be read on a recorded line; therefore, the account remained active.
  
  On July 12, 2024, ******************** called Viasat twice to disconnect his service. The disconnection was submitted to process on August 8, 2024, with disclosures read, including a reminder of the above-stated billing policy.
  
  ******************* called Viasat on July 30, 2024, to report that he had tried to cancel his service in April. The representative found no record of any contact from ******************** in April, and reminded him of the above-referenced June interaction.
  
  As a resolution to Mr. ********* complaint, and as he has not used the service within the last two billing cycles, Viasat has applied a $116.53 credit to his account to waive the balance due. If Mr. ******** 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.