ViaSat, Inc.

As stated in ViaSat’s previous reply, the usage consumed was identified as valid. However, as a gesture of good faith, ViaSat already credited the account $8,370.00. Due to this credit, and the usage being identified as valid, ViaSat is unwilling to credit he account any further.  ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service plan. ViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted] If [redacted] as any additional questions or concerns regarding her usage or the billing of her ViaSat account, she may contact ViaSat’s 24-hour Customer Service at [redacted]. Thank You!

Thank you for bringing Mr. [redacted] response to ViaSat’s attention. Per the previous response ViaSat has the ability to pull and listen to calls as they are recorded for quality assurance purposes. ViaSat went through and listened to the calls and at no time was Mr. or Ms. [redacted] advised the early termination fees would be waived. We apologize for any inconvenience this may have caused. In order to arrive at a resolution ViaSat did have Mr. [redacted] removed from collections and has now had the balance removed to leave Mr. [redacted] with a $0 balance due. Thank you for allowing ViaSat 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 Ms. [redacted] was placed on a promo package which was called the Evolution 20GB plan with a (6 month promo on our freedom package) after the 6 months...

was up the account automatically transferred back to just the Evolution 20GB plan. We apologize if Ms. [redacted] feels this was not communicated to her satisfaction. ViaSat received a call from Ms. [redacted] on April 26, 2016 stating that she was not happy with the service and she felt she was not getting what she was promised. At this time ViaSat’s customer service agent offered Ms. [redacted] $10 off her bill for 12 months and to move her to the Liberty 10GB plan which was agreed to. ViaSat does not offer a 50GB plan at $59.99 per month. ViaSat understands that the service may not meet Ms. [redacted] needs or expectations so in order to arrive at a resolution ViaSat will agree to waive the early termination fees from the account should Ms. [redacted] wish to disconnect prior to February 24, 2017 which would be her 2 years. No refunds will be issued as the service has been used. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

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.

Thank you for bringing Ms. [redacted] complaint to our attention.
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. 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 February 2, 2018.
Our records show Ms. [redacted] called to disconnect service on February 3, 2018, at which time she was reminded of the Customer Agreement and the early termination fees. The Viasat representative reviewed the disconnection disclosures before processing the request.
On February 4, 2018, Ms. [redacted] was charged $342.85 in early termination fees, but the payment failed.
As resolution to this complaint and in consideration of Ms. [redacted] short term as a Viasat subscriber, Viasat has waived the balance due of $342.85 in full as of February 5, 2018.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he [redacted] have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on July 10, 2014 and available at exede.com/legal, states...

that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminated. Customers are reminded of this when they elect to disconnect their service.
Our review of Mr. [redacted]'s account shows that he contacted ViaSat on [redacted] 13, 2015 because he was unable to connect. At this time, the ViaSat representative guided Mr. [redacted] through troubleshooting; however, the issue persisted and a service call was ordered for Mr. [redacted]. This service call was completed on [redacted] 15, 2015 with the technician replacing the cable between Mr. [redacted]'s dish and ground block. The ViaSat technician also attempted to go back out to Mr. [redacted]'s home between [redacted] 22, 2015 and [redacted] 30, 2015 for a follow-up review, but Mr. [redacted] was out of town on business. On [redacted] 30, 2015, Mr. [redacted]'s account was disconnected, per his request.
The Customer Agreement 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. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
On June 12, 2015, ViaSat collected a payment of $239.93 for Mr. [redacted]'s early termination fees ($194.00), a charge for the [redacted] 15, 2015 service call ($30.00), and applicable taxes ($15.93). Mr. [redacted] called ViaSat on June 13, 2015 to request a refund for his unused monthly service fees, at which time he was reminded that, pursuant to the Customer Agreement, ViaSat did not refund for unused services.
In order to come to a resolution regarding this issue, ViaSat will issue a refund for the following days of his monthly service, during which he was unable to use the service either due to connectivity issues or because his account was disconnected:
[redacted] 13, 2015 - [redacted] 15, 2015
[redacted] 30, 2015 - June 11, 2015
This is a total refund of $69.72 that will be issued back to Mr. [redacted]'s payment method as of today, June 17, 2015. Mr. [redacted] should be advised that it [redacted] take 3-5 business days for him to see the amount deposited into his account.
Thank you for the opportunity to respond.

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 pending the company reflects the 86.91 fee is posted to the online billing information.
Sincerely,
[redacted]

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]
as soon as I get a box I can send there  equipment back. I don't what there service anymore,  and don't want to have any early termination fees added to me either. I want to be free and clear of the situation.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Our records show [redacted] was receiving ViaSat’s Liberty 30 GB with Wi-Fi Internet service plan at $149.99, plus applicable taxes and a $9.99...

monthly lease fee. This service plan provides 30 GB of data per month, download speeds up to 12 Mbps and upload speeds up to 3 Mbps. Customers 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 [redacted] on June 18, 2016 (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. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. In July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede network. ViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.net. While [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described above. Based upon the browsing history provided in his complaint, [redacted] data consumption is consistent with ViaSat’s records. Currently, [redacted] has used 100.8 GB of his 30 GB plan. On June 28, 2016, [redacted] contacted ViaSat’s Customer Service department to discuss the disconnection of his ViaSat services. During his conversation with the ViaSat representative, [redacted] was offered information regarding his usage, but he declined hearing any additional information, and requested the disconnection of his account.  [redacted] spoke with a ViaSat supervisor on June 28, 2016 to discuss the early termination fees and requirement to return the leased equipment. At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legal. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish. Due to this information, [redacted] account remained active and the account was not disconnected. Currently, as of today, July 5, 2016, [redacted] has a past due balance of $ 121.14 for the monthly service charges. Due to this, ViaSat will not agree to disconnect [redacted] account with waiver of the early termination fees in their entirety. However, as a gesture of good faith, ViaSat will agree to disconnect his account with waiver of half of the approximate early termination fees of $345.00, not including taxes. [redacted] is also required to make a payment for the past due balance of $121.14. Additionally, if [redacted] requires assistance with returning his ViaSat equipment, a lease recovery service call can be scheduled. ViaSat will agree to waive any fees associated with this service call. Should [redacted] wish to disconnect his account, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted]. We apologize for any frustration [redacted] may have experienced. Thank you for the opportunity

Initial Business Response /* (1000, 5, 2015/09/11) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any issue she [redacted] have experienced with ViaSat.
Section 2.3 of the Customer Agreement, signed by Ms. [redacted] on August 5, 2015 and available at...

exede.com/legal, states, "You represent that there are no legal, contractual or similar restrictions on the installation of the Equipment in the location(s) you have authorized. It is your responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the Service, to pay any fees or other charges, and to obtain any permits or authorizations necessary for the Service (collectively 'Legal Requirements'). "
Our review of Ms. [redacted]'s account shows that she contacted ViaSat on August 17, 2015 to disconnect because her landlord did not want the dish on the roof. During this conversation, Ms. [redacted] advised the ViaSat representative that the installer had gone back out to her home to attempt to install the dish on a pole mount, but there was no line of sight. At this time, the ViaSat representative inaccurately advised Ms. [redacted] that ViaSat offered a 90 day trial period during which she could disconnect without being penalized. Upon request, the ViaSat representative also escalated refund tickets for Ms. [redacted]'s monthly service payment of $71.67 and the $99.99 installation fee. Unfortunately, Ms. [redacted]'s account was not disconnected. We apologize for any inconvenience this may have caused Ms. [redacted] to experience. Ms. [redacted]'s refund requests were rejected August 19, 2015 and August 22, 2015, respectively.
ViaSat received another call from Ms. [redacted] on August 27, 2015 because she'd called the dealer who'd sold her service to have the equipment uninstalled, and he'd referred her back to ViaSat to have the work order placed. At this time, the ViaSat representative disconnected Ms. [redacted]'s account successfully, and advised her that a service call for a technician to uninstall the equipment was $30.00. Ms. [redacted] agreed to the service call fee. Unfortunately, the service call was not ordered correctly. We apologize for any inconvenience this may have caused Ms. [redacted] to experience.
Ms. [redacted] contacted ViaSat on September 3, 2015 regarding her service call and refund requests, at which time she was advised that her refund requests had been rejected and would have to be recreated. The ViaSat representative also incorrectly advised Ms. [redacted] that she would need to contact her dealer to have him remove the equipment from her home.
In order to come to a resolution regarding this complaint, ViaSat will agree to refund Ms. [redacted] all payments made to ViaSat since she ordered service. This is a total amount of $505.16 that will be issued to the payment method ViaSat has on file for her. However, because Ms. [redacted]'s early termination fees were collected on September 8, 2015 via electronic funds transfer (EFT), ViaSat will need to wait at least four business days from the collection date before the refund can be issued. Once this payment has cleared, Ms. [redacted] should be advised that it can take 7-14 business days for her refund to be processed. ViaSat will escalate the request on September 15, 2015.
Regarding her overdraft fees, Ms. [redacted] will need to provide ViaSat with valid documentation (a copy of her 30 day rolling bank statement) showing that ViaSat's charge caused her to go into overdraft. She can either email a copy of this documentation to [redacted]@viasat.com or fax it to XXX-XXX-XXXX.
We apologize for any frustration Ms. [redacted] have experienced. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Customers are responsible for returning ViaSat’s modem and transceiver within 30 days after account disconnection, per the Customer Agreement, signed by [redacted]...

on March 26, 2013 and available at exede.com/legal. Failure to return the equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after their disconnection. The UPS box is delivered to the address ViaSat has on file, unless otherwise requested by the customer.
[redacted] called ViaSat on May 14, 2016 to disconnect his account, at which time he was reminded of the equipment return policy. During this conversation, the ViaSat representative confirmed [redacted] mailing address as [redacted].
Unfortunately, our records show that on May 19, 2016, the UPS box was erroneously delivered to [redacted] service address ([redacted]) instead of his above-listed mailing address. We apologize for any inconvenience this may have caused [redacted] to experience.
ViaSat received a call from [redacted] on May 25, 2016 because he had not received the UPS box. At this time, he was advised that a request to have one sent to the correct mailing address would be created. Unfortunately, the ViaSat representative did not escalate the request correctly; therefore, a new box was not sent out as promised. We apologize for any frustration this may have caused [redacted] to experience.
[redacted] contacted ViaSat again on June 6, 2016 because he still had not received the box, at which time a request was properly escalated to have a second one shipped out to him. [redacted] was reminded of this during a conversation with a ViaSat representative on June 7, 2016.
In response to this complaint, ViaSat has escalated an internal request to ensure the shipment of the UPS box to the correct address. [redacted] is still responsible for returning the equipment; however, if [redacted] is charged for the unreturned equipment, ViaSat will refund him for the amount.
If [redacted] has any questions, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].
Thank you for 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 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: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]

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 [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.
Sincerely,
[redacted]

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]

Thank you for bringing Ms. [redacted]’s complaint to our attention.
Ms. [redacted] is currently receiving ViaSat’s Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 10 GB of monthly Priority Data allowance for use at regular...

speeds of up to 12 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 February 16, 2017.
The Customer Agreement also 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. The 24-month minimum service term begins upon the installation of the service. ViaSat does not provide a trial period of any length for the service.
Our records show Ms. [redacted] ordered service through [redacted], an authorized third-party seller of ViaSat, on February 2, 2017, and the service was installed at her home on February 16, 2017.
ViaSat charged Ms. [redacted] $79.99 in monthly service fees on February 20, 2017, but the payment failed. Subsequently, on February 25, 2017, her account was suspended for nonpayment of service. Ms. [redacted] called ViaSat on February 27, 2017 regarding the status of her account, at which time she was informed of ViaSat’s billing process and payment schedule. Ms. [redacted] made a one-time payment for the balance due, and the ViaSat representative resumed her account.
On March 8, 2017, Ms. [redacted] called ViaSat to disconnect service because she’d found another internet service provider and was dissatisfied with the cost of monthly service. The ViaSat representative offered Ms. [redacted] a discount of $10.00 off her bill per month for 12 months if she retained service, but Ms. [redacted] declined. At this time, the ViaSat representative reminded Ms. [redacted] of the 24-month minimum service term and early termination fees. Ms. [redacted] advised that she would call back at a later time to disconnect.
AS resolution to this complaint, ViaSat will agree to waive Ms. [redacted]’s early termination fees in full if she disconnections prior to March 20, 2017. Ms. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after 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 prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.
If she would like to move forward with the disconnection of her service, she may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.