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How to temporarily suspend your Viasat Internet service

Summary

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Put your Viasat Internet service on hold for a nominal monthly fee.


If you’re one of the many Americans who splits time between a primary and secondary home or if you have something like a vacation cabin, you may be interested in the Hibernation plan for your Viasat Internet service. This plan allows you to put your Viasat Internet service on hold for a certain period of time while paying a minimal monthly fee to keep your service in place.
 
How it works
Once you’ve been an Viasat Internet customer for at least one month, you’re eligible for the Hibernation Plan. Under this plan, you can suspend your service for two to six months at a time, for a total of up to six months in any 12-month period. Simply call Customer Care at 855-463-9333 and tell them you’d like to switch to the Hibernation Plan. Service will be suspended immediately after your call.
When you’re ready to reactivate your full service, call Customer Care on the day you’d like it restored.
 
Details & Restrictions
Fees: You will be charged a $9.99 monthly fee while you are on the Hibernation Plan. This fee replaces the monthly service fee on your regular Viasat Internet plan. You are still responsible for the monthly equipment lease fee and the fees for any other services you may have through ViaSat, such as Viasat Voice.  If you prepaid your equipment lease fee, the months during which you are on the Hibernation plan will continue to be applied against your prepaid equipment lease fee.
 
Minimum Service Term: Your minimum service term continues to run while you are on the Hibernation Plan. For example, if you have 20 months left in your minimum service term when you switch to the Hibernation Plan and you are on the Hibernation Plan for 4 months, you’ll have 16 months left on your minimum service term when you switch back to your regular Viasat Internet plan.
 
Speeds: While you are on the Hibernation Plan, your access to the Internet will be blocked. However, if you have Voice service, you will continue to be able to make phone calls as normal and you will continue to be charged at the usual monthly rate for your Voice service.
 
Eligibility: Customers on Exede5, Exede12 and WildBlue Recovery Act plans (customers with the black SurfBeam modem) and who have been under contract for at least 1 month are eligible to use the Hibernation Plan. Legacy WildBlue plans (customers with the blue SurfBeam modem) are not eligible for the program. Please note: Once you change your plan to a Hibernation plan, you may not be able to go back to the plan you were on originally. 
 
Terms: You may suspend your service for two to six months at a time, for a maximum of six months in any 12-month period.

Hibernation Plan Frequently Asked Questions

Q: What is the Hibernation Plan?
A:  The Hibernation Plan is a plan for Viasat Internet customers who intend to be away from their service location for 2-6 months per year.  If you move between residences during the year (or take an exceptionally long vacation), you can suspend your Viasat Internet service for up to 6 months in any 12-month period.  You’ll pay $9.99 per month plus your monthly lease fee (if applicable) in order to keep your Viasat Internet account active while away from your Viasat Internet service location.  At the time you switch to the Hibernation Plan, your service will immediately be restricted. As a result of the restriction, most online activities will be unusable.
Q: Can I pause other services I have through Viasat when on the Hibernation Plan?
A:  All other Viasat services (i.e. Voice, equipment lease fees) will continue to charge at their normal rate.  This means your total Viasat Internet bill may be higher than $9.99/mo, depending on which additional services are on your account.  You are responsible for on-time payments for all Viasat services while on the Hibernation Plan, or all services may be suspended or terminated due to lack of payment.
Q:  I currently receive a $10/month discount as part of an Viasat Internet and DIRECTV bundle offer.  Will I continue to receive the $10/month discount while on the Hibernation Plan?
A:  No.  You will permanently lose this discount. When you switch to the Hibernation Plan, you forfeit any remaining eligibility for the $10/month discount. The discount will not be reinstated when you switch back to your regular Viasat plan. But keep in mind: the amount you save using the Hibernation Plan will usually far outweigh your remaining bundle discount.
Q:  Can I put Voice on “Hibernation” or is the Hibernation Plan only available for Viasat Internet service?
A:  The Hibernation Plan is only available for Viasat Internet (your internet service). Voice does not have a “Hibernation” option. However, your Voice phone service will continue to work even when your Viasat Internet is in suspend mode.
Q: What other fees will I need to pay in addition to the Hibernation Plan fee?
A: Depending on your plan, you will be required to pay the $9.99/month equipment lease fee and for any other features. 
Q: What happens to the months remaining on my Viasat Internet minimum service term after switching to the Hibernation Plan?
A:  The months remaining on your Viasat Internet minimum service term continue to decrease each month that you are on the Hibernation Plan, just as if you were on a regular Viasat Internet plan. This will continue (for up to 6 months in any 12-month period) so long as you make your payments on time and keep your account in good standing.
Q:  Is there a minimum/maximum length I can be on the Hibernation Plan?
A:  In order to switch to the Hibernation Plan, you need to agree to stay on it for a minimum of 2 consecutive months. The Hibernation Plan is designed for those who are on a very long vacation or who reside in more than one location during the year.  You can stay on the plan for up to 6 months in any 12-month period.  
Q: How do I switch from the Hibernation Plan to regular service, and back again?
A: Just call Viasat Customer Care. If you do not call to switch back to your original Viasat Internet plan prior to end of your sixth month on the Hibernation Plan, we will automatically switch you back to your original Viasat Internet plan, if it is still being offered. If your previous plan is no longer available, we will switch you back to the lowest priced plan available.
Q:  Will I be able to switch back to the plan I had prior to switching to the Hibernation Plan?
A:  As long as your previous plan is still being offered, we will switch you back to it. Otherwise, you can switch to any of our other plans available in your area.
Q: Can I call to pre-arrange an automatic switch to the Hibernation Plan on the date I specify?
A:  We recommend calling us on the day you want your service switched to your new plan (and again on the day you want it switched back). We cannot pre-set (or future-date) the start/end of service on the Hibernation Plan at this time.
Q:  Can I switch to the Hibernation Plan and “Buy More” usage in 1GB increments at full speed?
A:  “Buy More” is not available while you are on the Hibernation Plan. If you want your service to return to full speeds on Viasat Internet, you must switch back to a regular Viasat Internet plan.
Q:  How do I sign up for the Hibernation Plan?
A:  Call Viasat Customer Care at 855-463-9333.
Q:  How do I know if I am eligible for the Hibernation Plan?
A:  If you answer yes to the following questions, you may switch to the Hibernation Plan:
            1.   Are you currently on one of the following Viasat plans?
  • Exede12 or Viasat 1 (Classic, Evolution, Freedom, Liberty, Essential or Unlimited plans)
  • Exede5 (10GB, 15GB, 25GB plans)
  • Exede/WildBlue Recovery Act with Surfbeam2 modem (black modem)
2.  Have you been an active subscriber on one of the above services for more than 1 month?

3.  If you’ve already been on the Hibernation Plan, do you have at least two months remaining of your six-month total allowed?

4.   Are you planning on being away from your Viasat Internet service location for at least 2 consecutive months?

Q:  I have Viasat through DISH, dishNET or NRTC (my rural telephone co-op). Can I get the Hibernation Plan?
A:  DISH, dishNET, and rural telephone co-op (via the NRTC) are wholesale partners of Viasat.  Each of these partners creates its own service plans and options for its customers.  You’ll need to contact your provider (the company that bills you) and ask whether they have this option.
 
Q:  How do I switch back to a regular Viasat plan?
A:  Call Viasat Customer Care at 855-463-9333.

 

 
 
 

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