Viasat, Inc. complaints

To Whom It May Concern: Thank you for bringing Mr. Liebman's complaint to our attention. The Customer Agreement, signed by Mr. Liebman on April 23, 2025, advises that customers are responsible for returning Viasat's 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 available at viasat.com/legal. On May 4, 2025, Mr. Liebman contacted Viasat to disconnect 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 May 28, 2025, with disclosures read. Mr. Liebman received an invoice of $324.75 for unreturned equipment fees on August 28, 2025. No payment was collected. On October 9, 2025, Mr. Liebman contacted Viasat to report that he had not received the leased equipment recovery kit, and a new box was sent to Mr. Liebman accordingly. The outstanding balance of $324.75 was sent to an outside collection agency on December 19, 2025, and remains unpaid to date. On February 2, 2026, Mr. Liebman contacted Viasat to report that he did not receive the return box. The representative advised Mr. Liebman that they would escalate a request to waive the equipment fees; however, no escalation was submitted. Viasat apologizes for any inconvenience this may have caused. As a resolution to Mr. Liebman's complaint, Viasat has removed Mr. Liebman's account from collections with the balance due waived. Please note that it may take the collection agency a minimum of 30 days to update their records, and Viasat is unable to expedite this process. Mr. Liebman does not need to return the equipment, and he may recycle it as he sees fit. If Mr. Liebman has any further questions or concerns, he 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. Sincerely, Viasat Satellite Service Consumer Affairs Department

Read More

Read More

To Whom It May Concern: Thank you for bringing Ms. Perriman's complaint to our attention. Viasat would like to review the request regarding this matter, however, with the information provided, we cannot locate a Viasat account. We request that Ms. Perriman provide information pertinent to the Viasat account so that we may locate it, and we will be glad to assist her in this matter: • Viasat account number • Associated phone number/email address • Service address • Modem MAC address As Viasat never received the original complaint, please send the complaint to [email protected] so we may review this matter accordingly. If Ms. Perriman 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

Read More

June 4, 2025 Business Consumer Alliance 315 N La Cadena Drive Post Office Box 970 Colton, CA 92324-0814 Email: [email protected] To Whom It May Concern: Thank you for bringing Ms. Perriman's rebuttal to our attention. As previously stated, we cannot locate a Viasat account with the information provided. We request that Ms. Perriman provide the below information pertinent to the Viasat account so that we may locate it. • Viasat account number • Associated phone number/email address • Service address • Modem MAC address If Ms. Perriman 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

Read More