ViaSat, Inc.

Initial Business Response /* (1000, 4, 2015/08/07) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat is a paperless company and requests that all customers keep a valid payment method on file so each month the...

bill will come from that payment method. Per the signed customer agreement from Mr. [redacted] on October 31, 2014 he agreed to the payment authorization by signing and authorizing ViaSat to charge his credit card or debit card, or initiate an electronic funds transfer out of his bank account ("EFT Payment") for payment of all, or any portion of his service fees, the termination fee (and/or any other applicable termination fee) and any other amounts payable under this agreement, until such amounts are paid in full, unless you live in a state where ViaSat is required under applicable law to accept another method of payment or ViaSat has agreed to accept another payment method from the customer. Mr. [redacted] has tried numerous times to make payment by EFT from his bank account but due to the multiple failed payments that was no longer an option. At this time Mr. [redacted]'s account is in a non-payment suspension and will need to call and make a one-time payment by card or EFT to have the services restored. Going forward if Mr. [redacted] wishes to not have an active payment method on file he will need to remember to call each month to make one time payments in order to avoid future suspensions. The charges to the account are valid and will remain valid. Should Mr. [redacted] wish to disconnect the account in full the early termination fees will apply per the signed customer agreement. ViaSat does not compensate for lost wages or lost time. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 6, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank account is a valid form of payment... There are no failed payments. I have made consistent payments each month. The only failure is on Viasats not accepting the bank account..
Final Consumer Response /* (4200, 10, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They wont accept my payment... End of story... I have tried, as my numerous calls to them have fallen on deaf ears.. Calls that are recored...... June was paid.. July and August.. wont be paid as my service was suspended.. NOT PAYING FOR SEVICE NOT RECEIVED!
At this point I will find service elsewhere since they refuse to accept payment.. In addition I wont be calling anymore as It is a complete waste of my time.. Valuable time...
Final Business Response /* (4000, 12, 2015/08/28) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. If Mr. [redacted] would like to disconnect the services he may do so by calling customer care at XXX-XXX-XXXX so that the disclosures can be read to him. At this time the account will remain in the non-payment suspension until Mr. [redacted] calls to make the necessary payment to restore the service. ViaSat does not charge a customer for service while under suspension. We apologize that Mr. [redacted] is experiencing issues with his payment method; however, ViaSat has tried numerous times with the payment method and each time it fails. Mr. [redacted] may want to contact his bank to make sure the payment method is valid. If Mr. [redacted] would like to provide an alternative payment method that is another option as well or could just make one-time payments by calling in. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70 a month, plus Viasat’s EasyCare program at $5.99, applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data...

Bronze 12 service plan provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 40 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 40 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers 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.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Ms. [redacted] electronic signature on the Customer Agreement dated March 14, 2018. The Customer Agreement 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.  Our records show Ms. [redacted] purchased Viasat’s Unlimited Bronze 12 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Ms. [redacted] at the point of sale.On March 29, 2018, Ms. [redacted] contacted Viasat in order to request a disconnection of her services due to feeling misled by her Viasat authorized dealer about her speeds and her contract. A Viasat representative assisted her by reading disconnection disclosures, including information about her approximate early termination fees. Ms. [redacted] chose not to proceed with the disconnection. In light of this complaint, Viasat has reviewed Ms. [redacted] account for her speeds. As of April 2, 2018, Ms. [redacted] has used approximately 52 GB out of her unlimited data usage. Due to the 40 GB threshold, it is possible that Ms. [redacted] will experience slower speeds during peak congestion hours. A speed test run on April 2, 2018 reveals that Ms. [redacted] speeds are within range of her plan and data usage. In an offer of goodwill, Viasat will agree to waive Ms. [redacted] early termination fees should she choose to disconnect. If Ms. [redacted] would like to take advantage of this offer, or if she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted].Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced with the billing for ViaSat’s services.
Our records show Ms. [redacted] contacted a third-party sales agent to order ViaSat’s services on February 9, 2016, at which time she...

ordered ViaSat’s Exede Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Exede Internet service was installed at Ms. [redacted] home on February 10, 2016. On February 11, 2016, Ms. [redacted] called ViaSat to have the Exede Voice service added to her account at $19.99 a month for the first six months, plus applicable taxes. After the first six months of service, the price of the Voice service is increased to $29.99 a month.
On February 12, 2016, ViaSat collected a payment of $115.68 from Ms. [redacted] for her first month of service, including prorated fees based on her disconnection date. Ms. [redacted] called ViaSat the same day regarding the bill, at which time the ViaSat representative reviewed the invoice with her in detail. During this conversation, Ms. [redacted] advised that she thought she’d be getting the Exede Internet service at $39.99 a month. The ViaSat representative advised her that ViaSat did not have such a plan available in her area, and advised her that her bill would be $79.98 plus tax moving forward. Ms. [redacted] also disputed being charged for the Voice service when she had not yet received the Voice adapter. At this time, the ViaSat representative provided her with a $26.89 credit towards her next bill. During this conversation, Ms. [redacted] requested to speak to a supervisor regarding her service plan pricing.
During her conversation with ViaSat’s supervisor, Ms. [redacted] once again explained that she’d believed at the point of sale that she would be receiving the Exede Internet services at $39.99 a month. The ViaSat supervisor advised Ms. [redacted] that that particular plan was not in her area, and advised her to fax in a copy of the flyer she’d received with the promotional offering for ViaSat’s review.
ViaSat received another call from Ms. [redacted] on February 16, 2016 regarding her billing and the promotional flyer she’d received. At this time, Ms. [redacted] was offered and accepted a discount of $10.00 off her bill per month for 12 months. Ms. [redacted] was also provided with a $25.00 goodwill credit.
On February 22, 2016, ViaSat received a fax from Ms. [redacted] including the flyer she’d received advertising the service at $39.99 for the first 12 months. However, upon review the flyer, it was determined the promotion was only valid if the Exede Internet and Voice services had been setup through DIRECTV, another authorized sales agent of ViaSat’s service. As Ms. [redacted] had not ordered service through DIRECTV, she was ineligible to receive the promotion in the flyer.
On March 1, 2016, Ms. [redacted] chatted into ViaSat regarding her bill, at which time she was reminded of the pending credits on her account. Ms. [redacted] made a one-time payment of $53.67 on March 10, 2016 through ViaSat’s online account management system located at myexede.net. The combination of the credits on Ms. [redacted] account and her one-time payment left her with a credit balance of -$22.37, which applied to her next bill.
Ms. [redacted] made a one-time payment of $22.37 on April 12, 2016, her bill cycle date; however, as Ms. [redacted] monthly service fee was a total of $64.54, she was later billed another $42.17 to resolve the difference. Ms. [redacted] called about the second charge to her account later the same day, at which time she was advised that her bill was $64.54 and reminded of her service plan pricing. We apologize for any confusion Ms. [redacted] may have experienced. The online account management system was reflecting the $22.37 credit balance she had on her account, not a balance due.
Ms. [redacted] contacted ViaSat via online chat later the same day regarding the promotional flyer she had experienced, at which time she was advised that it was only for customers who’d signed up for ViaSat’s services through DIRECTV.
On April 20, 2016, Ms. [redacted] called because she was experiencing intermittent connectivity, at which time she was advised she had exceeded her monthly priority data and had been slowed, pursuant to ViaSat’s Data Allowance Policy. The ViaSat representative informed Ms. [redacted] about the Liberty Pass associated with her services, and provided her with information about the other service plan offerings in her area.
On April 25, 2016, Ms. [redacted] called ViaSat to request that her payment method be removed from ViaSat’s systems. Unfortunately, Ms. [redacted] request was not submitted correctly. Subsequently, on May 12, 2016, ViaSat charged Ms. [redacted] $86.91 for monthly service; however, the payment failed. Ms. [redacted] emailed ViaSat the same day inquiring about the bill and requesting disconnection. At this time, a ViaSat representative attempted to reach out to her via phone, but there was no response. An email reply was sent to Ms. [redacted] providing her with the details of her billing and redirecting her to call into Customer Service if there were any further concerns.
Ms. [redacted] reported a connectivity issue to ViaSat on May 5, 2016. After the ViaSat representative guided her through troubleshooting, she was able to connect.
Ms. [redacted] called ViaSat on May 16, 2016 inquiring about the bill and advising that her payment method was still on record with ViaSat. At this time, the ViaSat representative moved forward with removing Ms. [redacted] payment method; however, before they could review her bill with her, the call dropped. The representative attempted to call Ms. [redacted] back, but was unsuccessful.
In total, ViaSat has provided Ms. [redacted] with $171.89 in goodwill credits for her billing issues, and does not agree to provide her with any further discounts at this time.
If she is still experiencing an issue with the connectivity with her services, she may contact ViaSat’s 24-hour Customer Service department at 1-855-463-9333 for assistance and troubleshooting.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. ViaSat does record all calls for quality assurance purposes and can go back and listen to them for training purposes. As stated in the previous response this plan that Ms. [redacted] was on was a promotion plan that expired after 6 months. This plan is no longer available and ViaSat does not currently offer a plan for $59.99 per month for 50 gigs. ViaSat understands that the service may not meet Ms. [redacted] needs or expectations and that is why ViaSat has offered to waive the early termination fees should Ms. [redacted] wish to disconnect the account. We apologize for any misunderstanding when it comes to the promotion plan and the services offered. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
   I will accept the early termination without any cancellation fees. I do how ever still want to know how are you going to handle my broken molding around my window and the $125. fee I was charged for the pole installation?  I was also billed $116.37  that was taken right out of my account on July 8th, the day after instillation . For what? I never received what I was promised. 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.
Ms. [redacted] is currently receiving Viasat’s Liberty 12 – Boost 25 + Free Zone at $60.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. This service plan provides 12 GB of...

monthly Priority Data allowance for use at regular speeds of up to 25 Mbps download and 3 Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms. [redacted] on July 11, 2017.
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 software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] called Viasat on October 18, 2017 because she was experiencing slow speeds. During this conversation, Ms. [redacted] was guided through troubleshooting, but her speeds varied throughout. It was recommended to Ms. [redacted] that she disconnect any devices not in use from the network and purchase a signal booster.
Viasat did not hear back from Ms. [redacted] until January 12, 2018, when she requested information about Viasat’s Video Data Extender (VDE). The VDE is an account setting that allows customers to limit their streaming video to DVD quality or 480p. By limiting streaming video quality, it can save how much data a customer uses during their billing period. During this conversation, Ms. [redacted] expressed dissatisfaction with the Viasat service, advising that it did not work with her security system.
Ms. [redacted] called back on February 6, 2018 to report she was experiencing slow speeds, at which time she was informed that she had exceeded her monthly Priority Data allowance and was receiving Liberty Pass speeds. The Viasat representative also offered to transition Ms. [redacted] service to a plan that better met her needs, but Ms. [redacted] declined and requested a supervisor. During her conversation with the Viasat supervisor, Ms. [redacted] was provided with information regarding her service plan details and data usage. Ms. [redacted] advised that she would call back.
Viasat does not agree to waive Ms. [redacted] early termination fees in full if she disconnects service; however, Viasat will agree to waive half of the charge if she disconnections prior to February 16, 2018.
Ms. [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. [redacted] if she would like to move forward with disconnecting her account.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. Viasat is a paperless company. As a result, Viasat typically requests that customers make their payments via card or through an electronic funds transfer. Viasat will sometimes accept paper checks as a one-time courtesy to our...

customers. Our records indicate that Ms. [redacted] was written off to Viasat’s collections agencies on January 9, 2017, for the unpaid amount of $237.00. On January 16, Viasat received a payment via check for the $237.00 that was past due. As of that day, Ms. [redacted] account was removed from collections. Viasat did not report Ms. [redacted] account to any credit agencies.At this time, Viasat feels that all appropriate actions have been taken. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Our records show Mr. [redacted] called Viasat on December 7, 2016 to move his service to a new location, at which time his request was processed accordingly....

ViaSat’s technician went out to Mr. [redacted]’s new address on December 23, 2016. Unfortunately, the technician was unable to find grounding for the installation and, therefore, was unable to complete it.
On January 1, 2017, ViaSat charged Mr. [redacted] $70.58 in monthly service fees on his original account. As there was no payment method on file, no amount was collected.
Mr. [redacted] called ViaSat on January 3, 2017 to make a payment for the balance due and to disconnect the account. During this conversation, Mr. [redacted] advised that the ViaSat technician had been unable to complete the installation at his new home. The ViaSat representative disconnected Mr. [redacted]’s account and escalated a request to have the early termination fees waived. Unfortunately, the request was denied on January 4, 2017. We apologize for any frustration this may have caused Mr. [redacted] to experience.
On February 1, 2017, ViaSat charged Mr. [redacted] $163.06 in early termination fees. As there was no payment method on file, no amount was collected.
Mr. [redacted] called in the same day regarding the balance due, at which time he advised the representative that he’d had two technicians go out to his new home for the installation of service. The first technician had been unable to complete the installation, but the second technician had been able to install an account under a different name at the service address. As Mr. [redacted] was unable to provide the new active account number, he was advised to call back once he had that information.
On February 18, 2017, Mr. [redacted] provided ViaSat with the account number associated with the active account. Once again, a request to have the early termination fees waived was escalated. Unfortunately, this second request was also denied. Mr. [redacted]’s account was sent to outside collections on February 21, 2017. Mr. [redacted] was advised on March 6, 2017 that his waiver requests had been denied.
As resolution to this complaint, ViaSat has moved forward with having Mr. [redacted]’s account removed from collections as of March 7, 2017.
Thank you for the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
As of 01-07-2016, Via Sat did refund a partial payment of what is owed to me, $92.38. Although they still owe $67.38. The monthly payments were deducted directly from my account, so my bank can verify this. I'm not sure why the company is still disputing ANY of this, when I was given a confirmation # [redacted] (12-07-15) for the $67.38, and told that the money would be back in my account within 7 to 10 business days. I also asked the worker what my balance was, and he said $0.00. ViaSat responded failed payments, that isn't so, once again my bank paid. The company needs to own up to their error and not be allowed to do the public wrong.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused. The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on [redacted] 1, 2016, 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. On December 14, 2016, Ms. [redacted] contacted ViaSat to request the disconnection of her ViaSat account. During her conversation, Ms. [redacted] was educated on the disconnection process and the early termination fees. On December 29, 2016, Ms. [redacted] removed her payment method from her ViaSat account; however, on December 30, 2016, an automatic update was made and the payment method was updated. Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring payments. ViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalf. As the early termination fees were valid, and be the automatic update processed, ViaSat is unwilling to refund the charges collected on January 4, 2017. ViaSat believes these charges were valid per the Customer Agreement. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: Unwilling to troubleshoot?? REALLY!?!? I have called 10 TIMES! I troubleshooted the first 2 times with no complaint! Then the other 2 times THAT SAME DAY I told the rep I had already done that! I have even tried calling from SOMEWHERE ELSE to resolve this issue (as stated above), but your reps were unwilling to assist me if I weren't home - thus the disconnect EVERY TIME problem! If anyone is "UNWILLING TO TROUBLESHOOT" it is EXEDE! They have been unwilling to resolve the issue and have allowed a CUSTOMER to call back 10 times for the SAME issue with no resolution while they themselves make the EXACT SAME MISTAKE EVERY TIME and disconnect the cal by resetting the modeml!!Again, I find it HILARIOUS that you continue to blame our speed issue on the Liberty Pass. Do your research! RIGHT NOW, WE ARE NOT IN LIBERTY PASS AND YET ARE RUNNING AT 3.27 MBPS!!!! FAR, FAR LESS than the advertised 12! I realize that it is "up to 12", and could justify a difference if we were running 8-10 MPBS, but 3!!! REALLY!?!? Additionally, AS STATED PREVIOUSLY, We did not use to have this issue. For OVER A YEAR we were running between 10 - 11 MBPS, then the last few months 3 and you want to try to pretend there ISN'T A PROBLEM!?Wow, just wow. I have no other words!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Exede is not acknowledging the root of the issue at hand. Their solution is for me to spend ADDITIONAL money to have an account that functions properly. I am tired of their excuses for why my Internet may not be functioning. This is poor business, and Exede is continuing to scam its customers.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] is receiving Exede 10 GB plan at $49.99, plus applicable taxes and a $9.99 monthly...

equipment lease fee. This service plan provides a 10 GB monthly data allowance per month; as well as download speeds up to 12 Mbps and upload speeds up to 3 Mbps.
Ms. [redacted] contacted ViaSat on March 19, 2015 because the data allowance of her service plan was not meeting her needs, and believe that she was to be receiving 20GBs of usage for the first six months of services. During this conversation, the ViaSat representative advised Ms. [redacted] of the other service plans available to her, and offered to transition her to ViaSat's Exede 15 GB service plan with a monthly discount of $10.00 off of his bill per month for 12 months. Ms. [redacted] declined the offer.
On April 16, 2015 Ms. [redacted] spoke with ViaSat's customer service representative, and again, requested that she receive an additional 10GB of usage for six months. Given the information ViaSat's customer service representative had, they did not agree to add any additional usage as the promotion was not applied at the time of sale.
ViaSat apologizes for any confusion this situation may have caused. As a gesture of good faith, and to resolve the complaint, ViaSat will agree to apply 10GBs of usage to Ms. [redacted] account for 6 months. Please have her contact ViaSat's customer service department and reference ticket [redacted] which outlines the agreement. The 10GBs of usage shall be applied to Ms. [redacted] account for six months at no charge to her. To date, Ms. [redacted] has used 7.7 GB of the 10GB allotment. Her usage will reset on June 12, 2015. After this date, please have Ms. [redacted] contact customer care to have the additional GBs applied to her account.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I signed up for this service I was told I was to be getting 20gb per month for 2 years. If I was only going to be getting 10gb per month, I would have never signed up.
If my notes were truly looked into, Viasat would see that I originally called because I was promised 20gb per month for two years and was not given that on my account. This is a breech of contract in my book. Upon being told several times "this is DirecTv's issue not ours", I decided to go a step further. After many calls with DirecTv and Viasat on the same line, it was discovered that you never had that promotion. Why was I offered that from your end? I never made up the fact that I was offered that, I don't have the time and energy.
After taking up my issue with Viasat corporate office twice and nothing being taken care of, I want to cancel. I have been at this since March. Spending my days off on the phone for hours with Viasat, I am done.
This has never been about money, I wanted what I was promised. It was that easy. I will push this issue until you cover my cancellation fee.
Thank you and have a great day!
[redacted]
Final Business Response /* (4000, 13, 2015/06/22) */
In order to bring this complaint to a resolution ViaSat will disconnect Ms. [redacted] account and with waiver of the early termination fees. However, Ms. [redacted] is responsible for the current balance owed of $63.13 and for returning ViaSat's modem and transceiver within 20 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. The disconnection of Ms. [redacted] account will occur on June 26, 2015. Thank you.
Final Consumer Response /* (2000, 15, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you very much. I made a payment on the account yesterday (June 22, 2015) and I will be sure to send back the equipment.
Thank you once again.

Thank you for bringing Mr. [redacted]’s rebuttal to our attention.
As previously stated, customers have the ability to move their ViaSat service from one location to another at no charge. By 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 Agreement. ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees. Customers 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. [redacted] 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. [redacted]’s new area, as stated prior, while ViaSat’s services are available to him, the Freedom plan is not. ViaSat’s other service plan offers, however, are available. We apologize if this was not communicated clearly.
Once again, ViaSat does not agree to waive Mr. [redacted]’s early termination fees.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of these...

points are also addressed in the customer agreement. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. In order to arrive at a resolution ViaSat will waive Ms. [redacted] early termination fees should she decide to disconnect the account. Ms. [redacted] can call customer care at 866-945-3258 when she is ready to disconnect so the disclosures can be read. Ms. [redacted] will want to reference ticket number [redacted] when she calls. Thank for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:Vista was also under contract to provide a service. They were repeatedly called and would disconnect phone calls in till after the warranty period. Then they would come out for a fee. This is a scam and extortion ring
Sincerely,
[redacted]

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. 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 customers. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by [redacted] on June 27, 2016. Due 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 equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. During "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s network. ViaSat tends to have more customers utilizing the network during peak times which are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speeds. ViaSat does not recommend the use of VPN applications with ViaSat’s service. Customers are informed at the time of sale that ViaSat’s service may not work well with VPN applications. In addition, Section 1.1 of the Customer Agreement signed by [redacted] on June 27, 2016, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet Service. Some virtual private networks may not work at all.” In order to arrive at a resolution ViaSat is willing to let [redacted] out of the contract with no early termination fees; however, there will be no refunds issued as the service was being used. [redacted] can contact customer care at ###-###-#### when he is ready to disconnect the account and reference ticket number [redacted] and have the disclosures read to him. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for your intervention on this matter.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat's customer service department on August 19, 2015 to request the...

disconnection of her ViaSat account as she states the technician installed cables on side of building which was causing a fire hazard. ViaSat's customer service representative offered to send another technician to her home to rectify the situation; however, Ms. [redacted] declined this offer.
As Ms. [redacted] did not allow ViaSat to attempt to resolve any issues she may have had with her service installation, or connectivity, ViaSat corporate care representative declined to waive Ms. [redacted]'s early termination fees in their entirety. On August 19, 2015 Ms. [redacted]'s account was disconnected and no request was made to have the early termination fees waived.
As of today, October 14, 2015, Ms. [redacted] has a past due balance of $628.00 for failure to return equipment ($300.00) and early termination fees ($328.00) as ViaSat has been unable to collect these fees. ViaSat will request to have shipping labels and boxes sent to Ms. [redacted]'s home to have the equipment returned. Once the equipment has been returned, the $300.00 for failure to return the leased equipment charge will be waived. However, ViaSat is unwilling to waive the balance of $328.00 from Ms. [redacted]'s account; however, as a gesture of good faith, ViaSat will agree to waive half of these fees. Ms. [redacted] will be responsible for $164.00 for the early termination of her ViaSat account. If Ms. [redacted] can provide ViaSat with documentation showing a fire hazard was caused by the installation, ViaSat will agree to refund to the remaining $164.00 collected.
When Ms. [redacted] has returned her leased equipment she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX. Ms. [redacted] also do the same to make the onetime payment for the early termination fees of $164.00.
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the return boxes and will be placing all equiptment in the mail this Friday. I would like to know if I should include a notarized letter from my landlord regarding the fine and fire hazard, or is there another place to send the letter of have it faxed directly to viasat?? Please respond....As per your response to this complaint, I will comply to everything you asked for, and in turn be excused from any further payments to your company or any charges that have been sent to collections ,thus affecting my credit history. Thank You.