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Fees and instructions for discontinuing service and returning equipment

Summary

Rated:

If you discontinue service or order the Viasat WiFi Modem, here's what you need to know.


What do I need to return?

If you are discontinuing service:
To cancel service, you will need to call 855-463-9333. You will need to return the Viasat modem and power cord from inside your house, and the TRIA off the dish assembly outside. Do not return the dish or the mounting brackets. We will send you a special box and packing material that will contain these items, along with detailed instructions about how to pack it up and send it back. See attached documents below for more information. See details in the illustration below.


If you have leased a Viasat WiFi Modem:
You will need to return the old modem, power supply and power cord. Use the box and packing material your VIasat WiFi Modem came in to return these items. It includes detailed instructions about how to pack it up and send them back.

If you are moving, read this article about the move process

More Information

How long do I have to return my leased equipment?

You have 30 calendar days to return your leased equipment after your Viasat account is disconnected.

Will I be charged for non-returned leased equipment?

If we do not receive your equipment within 30 calendar days, your payment method on file will be charged $150 for a Viasat Satellite or Viasat Wi-Fi Modem and, if you're discontinuing service, another $150 for the Viasat Satellite or Viasat Wi-Fi Modem's accompanying TRIA. For ViaSat-2 service, your payment method on file will be charged $50 for an unreturned Viasat Wi-Fi Gateway modem, and $250 for an unreturned accompanying ViaSat-2 TRIA. Past 30 days, you may still return the equipment and get a refund for the charges.

Will I be charged for damaged leased equipment?

If the damage is the responsibility of the customer, or an Act of God, the payment method on file will be charged. Acts of God are events outside one's control (e.g. tornados, earthquakes, floods, etc.) for which no one is responsible.   

How can I track my returned shipment?

Reference Tracking Equipment Recovery Shipments at UPS.com for help with tracking your returned leased equipment.

What if the leased equipment recovery kit for discontinued service is missing or delayed?

Using your Viasat account number, double check www.ups.com by following Tracking Equipment Recovery Shipments at UPS.com. Please allow up to seven business days for recovery kit to arrive. If it has been more than seven days, you may have to request another recovery kit be sent to you. Contact Viasat Customer Care at 1-866-945-3258 to make this request.

I moved before I got my discontinued service recovery kit. What do I do?

We will ship another box to your new address, but you will need to update us with that new address. Contact Customer Care at 1-866-945-3258 to make this request.

Please note: The diagram below is specifically for those who are discontinuing service. Customers who've received the Viasat WiFi Modem need only wrap the old modem in the provide bubble wrap, place the wrapped modem, power supply and power cord in the  WiFi Modem box, affix the return label over the original shipping label and tape the box shut. Then follow Step 4 below. 

 

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Are there any cancellation fees?

To cancel Viasat service, you must call Customer Care at 855-463-9333. If you disconnect your service before the end of your contract, you may be charge early termination fees (ETFs), according to the charts below.

*Note: Our company has special programs in place to assist those who may have been impacted by a natural disaster. Ask our Care agent if you believe you may qualify for this assistance.
 
Viasat Service
Early Termination Fees - Viasat Service
Contract TermAmount
24 Month$15 for every remaining month in your minimum service term.

Example: If service is cancelled 10 months into a 24-month contract:
14 X $15=$210
No Long-Term ContractThere are no early termination fees for customers who signed up under no-long terms contract service and paid a $300 upfront fee.

WildBlue Service
Early Termination Fees - WildBlue Service
Contract TermAmount
12 Month$15 for every remaining month on the contract.
Example: If service is cancelled 10 months into a 24-month contract:
14 X $15=$210
24 Month

Recovery Act
Early Termination Fees - Recovery Act
Contract TermAmount
12 Month $20 for every remaining month on the contract.

Example: If service is cancelled 10 months into a 12-month contract:
2 X $20=$40
18 Month$20 for every remaining month on the contract.

Example: If service is cancelled 10 months into an 18-month contract:
8 X $20=$160
 
 

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