I have never been more frustrated with an internet provider in my life.

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  • Updated 5 months ago
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I have never been more frustrated with an internet provider in my life. I called to cancel my Viasat account on October 19th after frustration from day 1 regarding my service. I was never able to stream or download shows to watch. I could not airprint unless every person in the house was off the wifi. My daughter's computer did not work correctly with the touch screen because of the lag in the wifi. I called several times and internet chatted and asked for someone to help me. I was told it was working as designed and they would not send anyone. I finally gave up and got new internet and cable. I called on 10/19/2019 to viasat and canceled the service. I was told to call a retention specialist, which I did. I was told the service was cancelled and that I would not be charged a early cancellation fee due to the service problem. I thought everything was handled and then I was billed the full amount again in November. I called in on a Saturday to check on the bill and spoke with Rochelle and was told it was cancelled and I would have to call Monday during business hours to check on the bill. Rochelle said my box for return went to the wrong address and she updated it as it was completely wrong. I called back later that week and was told that I never cancelled the account and would not only be charged for November, but December as well. Leo also called me a liar and said I would be charged the full early cancellation fee. I am beyond frustrated with your company and expect a full refund for everything charged after 10/19/2019 and I expect not to pay an early termination fee as promised.
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Jennifer A Garanzuay

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  • angry and frustrated

Posted 6 months ago

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bubs

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Hopefully they get you straightened out.  " I finally gave up and got new internet and cable."  You had other internet, possibly cable, available?  You should never have had it installed in the first place.  Hopefully they have your conversations recorded, can verify what was said, and honor what was said.
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GabeU, Champion

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Jennifer,

Because ViaSat can't help with something like this directly through this site, you should email them at viasatlistens@viasat.com and explain the issue.  That email address goes directly to the corporate reps who monitor this forum.  Make sure to include your account number in the email so that they can locate your account. 
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Diana, Viasat Employee

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Hello Jenny dIf you need any additional information or assistance, as Gabe stated you will need to send an email to viasatlistens@viasat.com with your account and contact information.
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Briton

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I was finally able to get my service cancelled Monday after trying for over 2 weeks.
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ExSatUser

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Just remember to send back modem and tria. Package in box, take a picture of it, keep tracking number and receipt.
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Briton

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Oh I will!! Our rural electric co-op started running fiber lines for its customers and finally after 2 yrs of waiting we were installed on Dec 2nd with 1000mbps upload speeds and truly unlimited data usage for $60/month after having sat internet as an ONLY option for the 10 yrs we've lived here and paying over $130/month only to go over the data every month within the first 15-20 days, unable to watch YouTube in anything over 240p because of it eating thru data and unable to connect the internet to my directv service at all. I'm so happy now.
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ExSatUser

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That's outstanding!!!! Congrats!!!!

I just wish more co-ops were being agressive at deploying fiber. It helps with your home value too.

I will give Viasat credit. They see the writing on the wall for a residential customer base in the U.S., which is only going to shrink as more internet options become available. By moving into Mexico, they can glean more customers where the competition is not as strong. Good business move.
(Edited)
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Briton

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True. I know for a fact they lost a BUNCH of customers here. Even in town people have dumped their cable(spectrum) which constantly has outages and att dsl(no uverse here even in town) for this new one. Can't blame them. It's all unlimited, best service I've ever seen and with 2 decent options the one I have that's $60/month and 1000mbps or the 250mbps for $40/month. I've checked my speeds and I'm constantly in the 900's with 5-7ms latency and even outside in the yard on my cell my speeds are over 500mbps so I'm happy. I'm glad even as much as I got frustrated with it that viasat was an option because here it has better plans than Hughesnet
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johnny c

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It is a shame that more of the coop's haven't taken advantage of this opportunity to provide this government broad band initiative.  As you are now experiencing it is a different world with FIOS.  I have been on FIOS since June 26th and streaming 1080 TV, streaming music, talk shows, pod casts etc.

Sometimes i even fill a little guilty and wasteful, so i still record certain shows, boxing matches etc, and that reduces some of my requirement to download.  Only my small effort to surf and use the internet responsibly.

I am hopeful that one day, in the not too distant future, all of those still having to use V will be able to have real broadband; FIOS extended to their area.

Viasat's contract allows them to get away with providing almost no service at all, too bad they don't have a just a little conscience.:(
(Edited)
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Briton

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Yeah I don't know how to act being able to watch YouTube videos in hd lol. I always watched at 144-240p to save data and it was always grainy. Like you I still feel a but guilty using data and still think to myself that I need to be careful or get throttled. I love it though. I wish other rural places would do this. I know my county got a huge grant to help get it done in my area.
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Homeskillet

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Fios? You are a lucky dog. It looks like a communications company was laying cable a couple miles from me the other day, but it was going in the wrong direction.
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Markgc, Champion

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They came around here 20 years ago and laid down the buried orange plastic conduit for fiber.  That was the fiber to the curb days and nothing more happened.  20 years later I still don't even have dsl or cable. 

I am glad that we have the option of ViaSat even with it's issues.
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Homeskillet

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They were laying the orange plastic conduit, I just assumed it already had the cable inside it. I could not tell as I drove by at 50 MPH.
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Briton

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Markgc I promise you I was glad to have viasat even with it's issues these last almost 10 yrs. Just happier now to have another option