ViaSat, Inc.

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr*** contacted ViaSat’s customer service department on February 4, to discuss the disconnection of his services as his new apartments would not
allow the installation of a satellite dish on their propertyDuring this conversation Mr*** was advised that per the Customer Agreement signed on October 5, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term This same day Mr***’ property management company contacted ViaSat to discuss this matter on his behalfAgain, they were advised that Mr*** would be responsible for the early termination fees as he was disconnecting his ViaSat services prior to the completion of the 24-month minimum service termHowever, later in the day Mr*** chatted in with a customer service representative who agreed to waive the early termination fees as a gesture of good faith As of February 4, ViaSat waived Mr***’ applicable early termination fees as a gesture of good faithGiven this information ViaSat believes this complaint has been resolved Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by *** on September 14, 2014, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Our review of *** account shows that he contacted ViaSat's customer service department on August 21, with concerns about his data usageAt this time the ViaSat customer service representative advised *** of the data allowance policy, and offered to apply GB of additional usage as a gesture of good faith
To date, *** usage appears to largely be going towards web browsing and GB has been utilized of the GB's on his accountHis usage is scheduled to reset on September 14, As a gesture of good faith ViaSat will agree to apply an additional GB of usage to his accountIf *** would like to discuss his usage further and more in depth, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's response completely fails to address my issueTheir reply is all about their Data Allowance PolicyMy issue is not with that policy, but with their inability to track my usage and failure to substantiate their claim that 25GB was used in one dayI carefully ration my data usage and 25GB was NOT sucked up in one dayWhen I asked them to substantiate their erroneous usage assertion, I was told they have no way of doing thatThat is unacceptableWhen I audit my phone bill or my electric bill, my usage is itemized, quantified and verifiedIf I have a dispute, the vendor provides detailed documentationWhen I buy gas, I see how much I am consumingWhen I shop at a store, I get an itemized list of my purchased itemsNot so with ViasatTheir practice simply is that their customers are supposed to take their word for itThat simply does not fly with meIf they can't back up their charges, they are subject to corruption, mismanagement and overchargingThe fact remains, they assert 25GB of usage on August That did not happen
Final Business Response /* (4000, 9, 2015/08/31) */
In ViaSat's previous reply we did provide *** with the most common causes for his high usage*** usage was largely consumed on August 17, 2015; therefore, we would encourage him to ensure that his network is secure and if a router is it place, it is password protectedAdditionally, ViaSat provides customers with the ability to monitor their usage through exede.netIf *** needs assistance setting up his account to monitor his usage, please have him contact ViaSat's customer service department at XXX-XXX-XXXXWe believe that given the information provided, the ability for *** to monitor his usage, and ViaSat's goodwill offer of adding GB to his account this complaint has been resolved

Thank you for bringing Ms***’ complaint to our attention
The Customer Agreement signed by Ms*** on May 4, states that Viasat does not provide a prorated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also advises that customers are
responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box and free return shipping label within a week after disconnectionAny request for assistance with uninstalling the equipment is associated with a standard $service call fee
Our records show Viasat charged Ms*** $in monthly service fees on December 8, 2017, but the payment failedMs*** contacted Viasat the same day to disconnect her accountDuring this conversation, Ms*** was informed of the balance due and the disconnection disclosures, including the return of the equipmentWhen Ms*** disputed the balance due, she was informed that the balance was considered validShe was also informed the service call fee when she requested that a technician assist with the uninstallation of the transceiverMs*** moved forward with the disconnection of her account, but did not move forward with ordering a service call
Ms***’ equipment was marked as returned on December 22,
On January 8, 2018, Viasat successfully collected a payment for the balance due of $Ms*** sent an email regarding the payment on January 9, 2018, at which time she was advised that the December 8, payment had failed, and that this payment satisfied that balance due
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of February 6, Ms*** should be advised that it make take to business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

*** ***ViaSat apologizes for any confusion surrounding her services, and misinformation provided to her by customer serviceHowever, the service issues she is experiencing, as stated in our previous reply, are directly related to the breach in the data allowance policyAs of today, May 23, 2016, Ms*** has used GB of her GB planBetween April 22, (our last reply) and May 8, (usage reset date), Ms*** used an additional GB of the previously advised GBTherefore, in the month of April, Ms*** used GB of her GB planIf Ms*** believes that the service issues are directly related to her modem, please have her contact customer serviceAs she has again gone over her usage, ViaSat encourages her to purchase additional usage in order to attempt to resolve any issueMs*** may contact ViaSat’s 24-Hour customer service at 1-855-463-and reference ticket ***Thank you

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreement signed by Ms*** on March 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionWe understand Ms*** is stating that the technician that came to her home bad-mouthed the service and the provider and ViaSat will be following up on that complaintIn order to arrive at a resolution ViaSat is agreeing to issue a refund of $for the charged early termination fees; however, the installation fee of $will not be issued backOnce the service is installed the installation fee is non-refundableMs*** will see the refund of $back within 3-business days to her payment methodPlease make sure to use the prepaid shipping label and box provided to send back the necessary equipment in order to avoid any future chargesThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on March 6, and available at exede.com/legal, advises that
the service speeds are not guaranteed and may varyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Ms*** is transitioned to ViaSat's Liberty GB service plan on November 24, This service plan provides customers with an GB of priority data per month at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Ms*** contacted ViaSat via email on November 30, to report that she was experiencing slow download speeds while she still had dataIn response, the ViaSat representative advised Ms*** that ViaSat provides download speeds up to Mbps, provided her with general troubleshooting steps, and suggested that she contact ViaSat's 24-hour Customer Service Department via phone call for further assistanceViaSat has not had any further interaction with Ms*** since this email
Our review of Ms***'s account as of December 4, shows that she has exceeded her monthly priority data, and is currently receiving the Liberty Pass speeds as described above
As ViaSat has not been provided with any opportunity to resolve her speed concerns, if Ms*** chooses to move forward with the disconnection of her account, she will be charged her early termination fees in full
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment
lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by *** *** on June 9, and available at exede.com/legalWe apologize if *** *** these points were not communicated to his satisfaction
Our records show *** *** ordered service through DIRECTV, an authorized sales agent of ViaSat, on June 2, 2016, at which time he elected ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe service was scheduled to be installed on June 6, 2016; however, it was rescheduled for June 7, due to weather-related delaysThe technician attempted to contact *** *** on June 7, to advise him of their estimated time of arrival, but was unable to get in touch with him until later that night, at which time the service call was rescheduled for June 9, 2016, per *** *** request
Regarding the charge of $*** *** as charged for the installation fee on June 3, 2016, our records show *** *** contacted ViaSat about this amount on June 9, 2016, at which time she was correctly advised she would receive a credit of $towards her first month’s bill for the chargeThe credit of $covered her first month’s bill, providing a leftover credit balance of $*** *** was not charged for his first month of serviceDuring this conversation, MsRodriguez was also provided with details of her service plan and the ViaSat services, including the 24-month minimum service term
The Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
On June 10, 2016, ViaSat received a call from *** *** advising that he felt he’d been misled about the speed and pricing of her service plan, as well as the 24-month minimum service termDuring this conversation, he also advised to the ViaSat representative that the service was slow and that they were unable to stream and game onlineThe ViaSat representative advised *** *** that certain games would not work well on ViaSat’s network, and that some would not work at all*** *** was also provided with details of the Liberty service plans, but offered to escalate a complaint on *** *** behalf for his point of sale concerns*** *** acceptedUnfortunately, the ViaSat representative did not escalate the issue correctlyWe apologize for any frustration he may have experienced with ViaSat
ViaSat received another call from *** *** on June 13, 2016, at which time he requested to disconnect service because it was not workingThe ViaSat representative offered troubleshooting for his concerns, but *** *** declinedThe ViaSat representative reminded *** *** of the early termination fees, and the call ended shortly after
On June 14, 2016, *** *** called ViaSat to disconnect, at which time he was advised that the early termination fees would not be waived if ViaSat wasn’t provided with an opportunity to resolve his concernsAt this time, a free service call was ordered and scheduled for June 16,
ViaSat’s technician went out to *** *** home on the appointment date, at which time it was determined that there were no issues and that *** *** was receiving download speeds above advertised range*** *** called later the same day to request disconnection, claiming that the technician had been unable to get him online and had advised him to cancel the service with the early termination fees waivedAs there were no notes from the technician advising this, *** *** said he would contact the technician to request additional notes be placed on the work order
*** *** called ViaSat a second time the same day, at which time his account was disconnected and a request for the waiver of the early termination fees was escalatedThis waiver request was rejected on June 17, as no issue had been found with *** *** service at the time of the service call*** *** was advised of this during a conversation with a ViaSat representative on June 20,
In recognition of *** *** short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees as a courtesy*** *** is responsible for returning ViaSat’s modem and transceiver within days of his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat has a policy to where no unused services are too refunded at the time of disconnectionMs***'s payment
was collected and then the account was disconnected after which led to no refund being issuedIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** today September 17, and she will see that back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 4, 2015/12/08) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, and the 24-month minimum service term
commitmentEach of these points are also addressed in the customer agreement signed by Ms*** on December 2, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionCustomers are informed that speeds are not guaranteed and may varyThis point is also addressed in the customer agreementDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityThe early termination fees are a valid charge should Ms*** wish to disconnectThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, at all time sales person was talking about 12gb as of it was the internet speedThey never explained that 12gb was my monthly allowance and that after that speed will decrease Information over the phone was very misleading and confusing! If I have known that I have a cap of 12gb per month I woulndt agree with the instalation in the first handI feel That I was not properly informed of all the aspects of the contract and the 12GB monthly allowanceThis is trully a scam, I didnt even have a full week using this internet and the Modem is already malfunctioningA tech is supposed to come today to my house at 11am, is already pass ** and no one is here or had callI have been without internet for out of the days I have had the productI wish to cancel the service and have the termination fees waived! You should start treating people with respect! I feel totally scamed!
Final Business Response /* (4000, 8, 2015/12/11) */
Thank you for bringing Ms***'s response to ViaSat's attentionAs stated in the previous response ViaSat explains the Data Allowance Policy and the limitations at the time of saleIncluded in the disclosures the customer is advised of the minimum 24-month commitment and the early termination fees should the account be cancelled prior to the end of the termViaSat did agree to send a technician out to Ms***'s home on December 9, 2015, we apologize that the technician was running behind for the scheduled appointmentViaSat does show the technician did arrive and tightened all the fittings and completed the service callMs*** can refer back to her month contract that was signed on December 2, should she have any questions regarding the contract term or the Data Allowance PolicyViaSat apologizes that the service will not meet Ms***'s needs or expectations and is willing to waive half of the early termination fees leaving Ms*** responsible for the other remaining half should she wish to disconnectThank you for allowing ViaSat the opportunity to respond
Final Consumer Response /* (2000, 10, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you,
Please provide me with a Reference number for this agreement, I need to make sure when I call in to cancel the contract the waiving of half of the cancellation fees are notated in my account
Thank you,

In response to Ms***’s rebuttal, ViaSat was not notified by her bank of the chargeback until September 7, At the time ViaSat received this chargeback; ViaSat agreed to honor the request and added a credit to her account to offset the pending balanceGiven this information, and our previous reply, Ms***’s ViaSat account does have a zero balanceThank you

As stated in ViaSat’s previous reply, Ms*** *** was properly educated on the disconnection disclosures, and did not allow ViaSat the proper opportunity to resolve her complaintMs*** ***’s ViaSat account was activated on January 13, and she subsequently requested that it be disconnected on January 26, Again, not allowing ViaSat the opportunity to address any issues with her services as it is related to the Data Allowance PolicyCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** *** on January 13, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work.The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset.ViaSat stands behind our previous reply of waiving half of Ms*** ***’s Early Termination FeesAgain, the waiver of the Early Termination Fees was completed on February 16, 2016l; however, ViaSat was unable to collect the balance owed of $for the valid feesIf Ms*** *** fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agency. Thank You!

Complaint: ***
I am rejecting this response because: Repeating the same thing over and over again does not solve the problem, Exede's service is poor and they know it just check out *** complaints.
Sincerely,
*** ***

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesCustomers are required to agree to a new 24-month minimum service term and a new Customer Agreement if they wish to move their service to a new location
As Mr*** chose not to move the service with him, per the above information, he was correctly advised that he would be charged early termination fees
In regards to service being available in Mr***’s new area, as stated prior, while ViaSat’s services are available to him, the Freedom plan is notViaSat’s other service plan offers, however, are availableWe apologize if this was not communicated clearly
Once again, ViaSat does not agree to waive Mr***’s early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration ViaSat's Data Allowance Policy may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale
Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on November 3, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
On November 4, Ms*** contacted ViaSat's Customer Service Department to discuss the Data Allowance Policy and ways to conserve her usageDuring this conversation, Ms*** informed ViaSat's representative that she was unable to identify what was causing the data consumption
Ms*** contacted ViaSat again on November 5, and requested that her ViaSat account be disconnected due to the Data Allowance Policy and its limitationsViaSat's representative advised Ms*** that if she choose to disconnect she would be responsible for the applicable early termination fees per the signed Customer AgreementMs*** disputed these fees and ultimately requested to speak with a ViaSat supervisor
During her conversation with ViaSat's supervisor Ms*** was once again reminded of the early termination fees and the signed Customer AgreementMs*** once again disputed these fees and ended the call as she stated she would contact her Attorney to dispute these fees
In order to bring this complaint to resolution, ViaSat is unwilling to waive Ms*** early termination fees in full However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment Ms*** can call a ViaSat Customer Care Agent at X-XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of her account
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat did agree to waive half of the early termination fees plus refund the first months billingThough I believe that any consumer should be released from any long-term contract fees if service was deemed to be inadequate within a reasonable time (i.eat a minimum business days or less)I am willing to accept the offer in order to proceed with other adequate services in a timely manner
Final Business Response /* (4000, 14, 2015/11/30) */
Thank you for bringing Ms***' reply to our attentionIt was confirmed that a refund of $was issued on November 16, Additionally, half of the Early Termination Fees were waived as wellGiven this, ViaSat believes this complaint has been resolvedThank you
Final Consumer Response /* (2000, 16, 2015/12/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Mr*** had his service moved in May of as a one-time move he agreed to a new month minimum service term commitment which is what makes the move freeWe
apologize if Mr*** feels this was not communicated to his satisfactionMr*** called ViaSat on May 5, to have the services cancelled and at that time Mr*** was advised that he was still in a contractIn order to arrive at a resolution ViaSat has agreed to waive the remainder of the contract so that Mr*** has a $balanceMr*** will want to make sure he returns the equipment using the prepaid label and box supplied by ViaSatThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any frustration or confusion this situation may have caused At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees,
and the equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Ms*** on August 06, and available at ***An account cannot be established without the customer’s electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfactionOn August 7, 2016, Ms*** contacted ViaSat to discuss the connectivity of her ViaSat accountDuring her conversation with ViaSat’s representative, she was walked through rebooting and powercycling her systemAfter completion, Ms*** was able to successfully access her services with speeds of downloadOn August 12, 2016, Ms*** contacted ViaSat to discuss the disconnection of her ViaSat account as she stated the services were not workingAt that time, Ms*** was in breach of the data allowance policyThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workDuring her conversation on August 12, 2016, Ms*** was educated on the Customer Agreement and early termination fees that would apply should she wish to move forward with the disconnection of her accountBecause of this information Ms*** declined to move forward with the disconnection of her account and her ViaSat account remained active As a gesture of good faith, and in order to resolve this complaint, ViaSat will agree to disconnect Ms*** ViaSat account with waiver of the early termination fees and refund the charge of $collected on August 4, However, Ms*** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnIf Ms*** would like to accept this offer, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-#### and reference ticket ***Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention
Ms*** is receiving Viasat’s Unlimited Data Gold at $a month, plus applicable taxes, $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Gold service plan provides unlimited data usage
at regular speeds up to MbpsThe service is optimized for streaming at last screen devices or 720p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Ms*** called into Viasat on January 20, to report that she was experiencing slow speedsDuring this conversation, the Viasat representative informed Ms*** that she had exceeded the above-referenced GB threshold and that her data had been prioritized behind other customersWhen she advised she believed she was receiving a day trial period, she was correctly informed that Viasat does not provide a trial period of any length for its services
A second call was received from Ms*** the same day regarding her services, at which time Ms*** was educated on network congestionAs a gesture of goodwill, the Viasat representative offered Ms*** a $goodwill credit, which she accepted
The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers 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
As resolution to this complaint, Viasat will agree to waive Ms*** early termination fees in full if she disconnects prior to February 4, Ms*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no*** to disconnect service
Thank you for the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention
Regarding the discount of $off per month for the first months, ViaSat did not advise in our previous response that Ms*** was no longer receiving thisViaSat was merely providing Ms*** with information applicable to her accountMs*** will continue to receive this promotional offering for the next two months, after which it will expire
Ms*** payment method has been removed from her account as of May 16,
As a final resolution to this complaint, ViaSat will waive the balance due of $currently on Ms*** account, and resume it from suspension for nonpaymentHowever, ViaSat will not agree to apply any further discounts onto Ms*** account at this time
The credit of $has been applied to Ms*** account as of May 25,
Thank you for the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention
As Ms*** billing issues were resolved, ViaSat once again does not agree to waive her early termination fees should she disconnect her service
We apologize for any misunderstanding regarding the billing for ViaSat’s service Unfortunately, purchasing ViaSat’s service with DIRECTV does not bundle the billing ViaSat handles customer billing for its own services and, therefore, Ms*** is billed separately for her ViaSat internet service Customers who purchase service through DIRECTV receive a discount of $off their DIRECTV bill per month for months
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** on February 3, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** is currently receiving ViaSat’s Exede Liberty 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 10GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThis plan also provides a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
Our records show Ms*** called ViaSat on March 17, because she had exceeded her data, at which time she was reminded of the Data Allowance PolicyDuring this conversation, the ViaSat representative also provided Ms*** with a detailed breakdown of her usage by traffic type, informed her on how she could reduce her data consumption, and how she could obtain more data (transitioning her service plan, buying more)The ViaSat representative also provided Ms*** with 2GB of complimentary data as a gesture of goodwill
Currently, Ms*** has used 9.7GB of her 10GB monthly priority dataThe majority of this usage has gone towards web browsing, media (e.g., Netflix, YouTube, video downloads, etc.), social networking, system updates, storage (e.g., online backup), software updates, miscellaneous apps, communications (e.g., audio calls, instant messaging), and online gamingHer usage is scheduled to reset on June 4,
Once again, ViaSat does not agree to waive Ms*** early termination fees if she chooses to move forward with the disconnection of her account
If Ms*** has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data
usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.The Customer Agreement provided to each new customer, and signed by Mr*** *** on March 14, 2018, and also available at exede.com/legal, commits each customer to a 24-month 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.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement and also available at exede.com/legalOur records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of internet uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.On March 29, 2018, Mr*** contacted Viasat to request to disconnect his servicesHe stated that the internet service was not working for him, as he could not even play video games on itA Viasat representative assisted him in escalating a request for his account to be reviewed for a point of sale disputeMr*** elected to wait for the request to be completed and to not disconnect his account at that time.On April 6, 2018, Mr*** contacted Viasat to request the disconnection of his servicesHe requested to stop date his payment method, which was successfully completed on April 7, Mr*** also requested for a waiver of early termination fees to be considered due to the service not meeting his needs, which the Viasat representative assisting him submittedMr*** account was successfully disconnected that day. On April 16, 2018, Mr*** was billed $in early termination feesDue to the stop dated payment method, Viasat was unsuccessful in taking the payment. In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees for Mr*** in the amount of $This credit has been placed on Mr*** account as of April 24, 2018. Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond