ViaSat, Inc.

Complaint: [redacted]
I am rejecting this response because:  First of all, I never signed any agreement.  An agreement was emailed to us with an electronic signature, but we never signed a thing.  Second, when the service was first ordered with "[redacted]" - not once was it ever stated that there was a 24 month contract.  [redacted] also stated that they needed a credit card to "hold" in the file, but they would not charge it without authorization.  [redacted] also never mentioned the billing was one month in advance, so by July 1st, less than 3 days of ordering service, we already received a "past due" email.  Also on July 1st, Exede attempted to charge my credit card for the first month, which was UNAUTHORIZED.  We called several times to voice our concerns with everything that was either not told to us and also the fact that the internet was slower than dial up.When I called the cancel the service on July 6th, I told them to cease and desist from charging my credit card.  On July 7th, they charged my credit card, once again unauthorized.  I called my bank to report the fraud and also blocked Exede from taking out anymore money.The internet was never at the speed promised.  On their end, of course it was, but when we ran our own test at the same time that the technician "[redacted]" was at the house, the download speed was 4.60 and upload was 1.76.  I am attaching the snapshots of each time we checked the speed.  The technician "[redacted]" also stated personally to us while he was checking the speed that there was in fact an issue, but not on our end.  If this matter needs to be litigated, [redacted] will be subpoenaed to testify under oath.The company is a fraud and scam.  If you pull up any review online, every single customer has the same complaints.  We had the service for less than one week.  We will not pay any termination fees and if this matter isn't resolved, we will have no other choice but to file legal actions and also report them with the FCC.  These are unacceptable practices, this company scams people into signing them up and stealing their money.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s rebuttal to our attention.
Our records show that ViaSat’s technician went out to Ms. [redacted]’s home on January 22, 2016, at which time he replaced the modem, cabling, connectors, grounding, and additional equipment in her installation. Ms. [redacted] called ViaSat back on January 31, 2016 advising that her services had gone out again. The ViaSat representative guided Ms. [redacted] through troubleshooting, but was unable to resolve the issue. A second free service call was established. A ViaSat technician went out to Ms. [redacted]’s home on February 3, 2016 and replaced the ViaSat modem and transceiver.
ViaSat received another call from Ms. [redacted] on February 4, 2016 regarding a connectivity issue. Once again, Ms. [redacted] was guided through troubleshooting, but the issue persisted. A third free service call was ordered. ViaSat’s technician went out to Ms. [redacted]’s home on February 9, 2016, at which time the grounding blog for her installation was replaced.
Our review of Ms. [redacted]’s account as of February 10, 2016 shows that the software for her modem is out of date, which may be a contributing factor to her issues. We recommend she contact ViaSat’s Customer Service Department at ###-###-#### and request to speak to the Technical Escalations department to have her modem software upgraded. She may reference ticket no. [redacted] when she calls in.
In order to come to a resolution regarding this complaint, ViaSat has placed a credit of $69.95 onto her account for a free month of service.
Thank you for the opportunity to respond.

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.

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 Ms. [redacted]'s complaint to ViaSat's attention. We apologize but using the information that she provided we were unable to locate an account. We will need Ms. [redacted] to provide the phone number that would be on the account or the account holders name or the account number....

We can also search for the account using the contact email that would have been placed on the account. Once ViaSat's receives this information they will investigate and respond. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Mr. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not...

including taxes, per the Customer Agreement. ViaSat sent out numerous labels and boxes to the addresses that we were provided. We apologize if Mr. [redacted] did not receive them. The last lease recovery kit was sent on August 31, 2016 and arrived at Mr. [redacted]’s house on September 8, 2016 at the front door. ViaSat received the equipment back on September 14, 2016. In order to arrive at a resolution ViaSat has issued a refund of $324.00 today September 16, 2016. Mr. [redacted] will see the refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

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.

Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat's Data Allowance Policy.
The 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. Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed in the Customer Agreement, signed by Mr. [redacted], authorized signer, on August 12, 2010 and 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 Data Allowance Policy associated with Ms. [redacted]'s service plan is based on a rolling 30 day period, meaning that full service is restored to customers when their data usage from the prior 30 days falls below 70% for both download and upload usage thresholds. Since being installed on August 12, 2010, Ms. [redacted] has been in violation of the Data Allowance Policy seven times.
ViaSat received a call from Ms. [redacted] on September 20, 2015, at which time she requested to have information regarding her data usage mailed to her for her review. During this conversation, Ms. [redacted] was correctly advised that ViaSat provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net, but could not provide her with a detailed usage history. We apologize for any frustration this may have caused Ms. [redacted] to experience.
When ViaSat's [redacted] customers use their entire monthly usage and are slowed, pursuant to the Data Allowance Policy, ViaSat offers customers the opportunity to upgrade their service. Ms. [redacted] is not required to upgrade to ViaSat's Exede Internet service if she does not wish to. We apologize if Ms. [redacted] felt ViaSat was insisting on an upgrade.
Unfortunately, ViaSat is unable to provide Ms. [redacted] with the detailed records she's request. We apologize for any inconvenience this may cause her to experience. In order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, 2015. This will lower her usage to 70% and restore her speeds to normal. If Ms. [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activity. We also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage.
Regarding her connectivity issues, ViaSat has not been made aware of any concerns she may have had. If she requires troubleshooting, she may contact ViaSat's 24-hour Customer Service Department at ###-###-####.
Thank you for the opportunity to respond.
Complaint Response Date bumped because: Holiday

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 upon the following conditions: I receive a corrected statement balance of $0.00 on the March billing cycle with ViaSat. I am not turned over to collections before the March billing cycle reflects the corrected statement. Before I accepted ViaSat's response I wanted to verify that my account charges had been waived in their system. I called yesterday 2/28/2018 at 9:30Am. I spoke with Gary.(transaction ID #[redacted]) He researched my account and verified that the waiver was approved 2/27/2018 at 6:34 pm. Waiver confirmation #[redacted]. I also wanted to verify that I would not be turned over to a collection agency before the next billing cycle reflected the waiver. He assured me I would not be turned over after speaking with his floor supervisor. He said, "you will not be turned over to collections." As long as I receive the a statement balance of $0.00 after the 20th of March 2018 then yes, I do find this resolution satisfactory.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. At 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 fees if the account is disconnected prior to the 24 month agreement. Each of these points are also addressed in the signed customer agreement by Ms. [redacted] on June 9, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Ms. [redacted] was charged on June 12, 2015 for the early termination fees. These fees are valid and will remain valid on the account per the signed customer agreement. Ms. [redacted] will want to make sure she uses the prepaid shipping label and box that ViaSat sends to return the equipment to avoid any future non returned equipment charges. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand everything that was stated above. But I go back to my original statement, the company All Your Media Needs out of [redacted], ** told me I could cancel before June 12th and not be charged. I cancelled June 11th. After I read the emails sent to me by ViaSat, I again called the [redacted] company and asked if I could cancel and not be charged if I was not satisfied with the service. Chrissy assured me I would not have to pay if I canceled before June 12th. Therefore, I believe the charge should be paid by All Your Media Needs and not by me if this is ViaSat's policy. Thank you.
Final Business Response /* (4000, 17, 2015/07/23) */
Thank you for bringing Ms. Wither's response to ViaSat's attention. ViaSat has reached out to All Your Media Needs today July 23, 2015 and left a voicemail message for Chrissy. Once ViaSat receives a message back from [redacted] we will follow up with a response for Ms. [redacted] Should ViaSat not hear back from Chrissy within one week from today's date ViaSat will contact Ms. Wither's through the Revdex.com site. Thank you for allowing ViaSat the opportunity to respond.
Final Consumer Response /* (4200, 19, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you so much for reaching out to All Your Media Needs. I am continuing to reach out to them daily as well. I leave a message every day, but so far, to no avail. Thank you again for doing this. I am praying you get them to do something since they are totally ignoring me. Again, thank you so much!!!

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat offers a one-time move that comes free of charge with a new 2 year agreement. ViaSat understands that Mr. [redacted] had the Exede service installed on a trailer...

while his home was rebuilt. At the time of installation Mr. [redacted] used a local dealer to have the service installed. ViaSat received a call from Mr. [redacted] in November of 2015 stating he needed the services moved to his rebuilt home. At that time Mr. [redacted] was referred back to the local dealer that performed his initial installation. ViaSat understands that Mr. [redacted] has had issues getting a hold of the local dealer and we apologize for that. In order to arrive at a resolution ViaSat has issued Mr. [redacted] a total refund of $804.13 back to his payment method for the months that he has paid for and has not had service and he will see this refund within 3-5 business days. ViaSat will also have one of their Corporate Care agents call Mr. [redacted] today May 4, 2016 to have the account moved to the home. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any issue she may have experienced regarding ViaSat’s billing and copyright infringement processes. The Customer Agreement, signed by Ms. [redacted] on March 28, 2015 and available at www.exede.com/legal, obligates customers...

to comply with ViaSat’s Acceptable Use Policy, and states that ViaSat reserves the right to immediately terminate the service if subscribers knowingly or otherwise engage in any prohibited activity. Subscribers are responsible for the misuse of the service, even if the misuse was committed by a friend, family member, or guest with access to the service. The primary account holder is responsible for taking steps to ensure that others do not use their account to gain unauthorized access to the service. Infringing on the intellectual property rights of others is prohibited under ViaSat’s Acceptable Use Policy.  In accordance with the Digital Millennium Copyright Act, ViaSat forwards notices of alleged copyright infringement that it receives from copyright holders to customers that have allegedly infringed upon the copyright holder’s copyright.  It is ViaSat’s practice to send an email containing the copyright holder’s notice verbatim and to also send a ViaSat drafted email explaining ViaSat’s Acceptable Use Policy, which includes a warning that repeat infringements may result in the termination of the account.  Ms. [redacted] was sent 84 copyright infringement notification emails from May 2015 until October 2015. On March 1, 2016, ViaSat was notified of 40 separate copyright infringements by someone at Ms. [redacted] location. Due to this information, ViaSat is unwilling to refund Ms. [redacted] the $178.06 collected on April 1, 2016 for the early termination fees. However, as a gesture of good faith, ViaSat will agree to refund the $109.85 collected on March 1, 2016 for the monthly services.  Ms. [redacted] will receive the refund of $109.85 to the payment method on file and should be receive within three to five business days from today, April 6, 2016. ViaSat however will not agree to refund any overdraft charges caused by the collection of the early termination fees. As Ms. [redacted] was advised approximately 124 times of copyright infringements and that the repeated infringements may result in the termination of the account, ViaSat believes this charge was valid. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: It does not address my complaint or the facts.I have provided Exede with proof of the transactions. My credit union stated that they have never encountered a business that would not accept the statements forwarded to me. They advised me to black out any information that did not apply to Exede. As for your explanation concerning my June and July bill I attached copies of my Exede statement. The statement for July shows the credit was applied to July bill. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any frustration or confusion this situation [redacted] have caused.
ViaSat did not receive any contact from Mr. [redacted] regarding connectivity issues until June...

9, 2015. During the conversation with ViaSat's customer service representative, Mr. [redacted] stated that his services were not working, and requested a service call. The ViaSat customer service representative issued a service call which was scheduled for June 15, 2015. When the technician went to Mr. [redacted]'s location he confirmed that the system was struck by lightning which caused the outage.
On June 13, 2015 Mr. [redacted] contacted ViaSat again to discuss the service call and that the technician did not bury the coax cabling outside. The customer service representative offered Mr. [redacted] a goodwill credit due to this issue, and rescheduled the service call. At this time, Mr. [redacted]'s services appear to be working without any issues as no further contact has been made by Mr. [redacted].
If Mr. [redacted] wishes to move forward with the disconnection of his ViaSat account, ViaSat will agree to do so. The Customer Agreement provided to each new subscriber and signed by Mr. [redacted] on November 29, 2014 obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply. However, ViaSat will agree to waive half of the early termination fees of approximately $255.00 as a gesture of good faith.
Mr. [redacted] contact ViaSat's customer service department at X-XXX-XXX-XXXX and reference ticket XXXXXXXX. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I know that there has been at least twice since November and before this issue in June where we have had to have service calls for connectivity. On one account they replaced the dish
The fact that we have never had service to repair an issue in less than two days was not even addressed.
Final Business Response /* (4000, 9, 2015/06/26) */
As stated in ViaSat's previous reply if Mr. [redacted] wishes to disconnect his account he [redacted] do so, but he will be responsible for half the early termination fees. ViaSat does not show that any contact was made by Mr. [redacted] in November 2014. Given this information ViaSat believes the previous respond provided is satisfactory. Thank you.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr. [redacted] contacted ViaSat on December 9, 2015 to request the disconnection of his ViaSat account as he was moving and no longer need the services at...

his new location. As Mr. [redacted] 24-month Customer Agreement expired on July 4, 2015, the ViaSat representative informed him that he would not be responsible for any early termination fees. However, on December 8, 2015, ViaSat attempted to collect Mr. [redacted] monthly service plan fee, but it failed. Per the 24-Month Customer Agreement signed by Mr. [redacted] on July 4, 2013, and as his account was active at the time of collection, he would be responsible for the balance owed. Mr. [redacted] contacted ViaSat’s customer service on February 10, 2016 to discuss the balance of $89.98 which had been sent to ViaSat’s outside collections agency EOS on February 2, 2016. During his conversation, Mr. [redacted] was incorrectly informed that his account balance was zero and he did not owe the balance in the outside collections agency. Given this information and to come to a resolution, ViaSat will agree to remove this balance from the collections process. Should Mr. [redacted] have any questions regarding this process please have him contact ViaSat 24-hr customer service department at 855-463-9333. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I have attached my "monthly usage meter". You can see that it does not reflect where data is being used, and this is a deceptive practice by Viasat. My package includes free email and web browsing, with no restricted hours on that use. However, Viasat Revdex.com response states my usage is from web browsing. Since I can't see that on the attachments, as a customer I never know where the data is really being used. However, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email use. My service has been out for 2 weeks out of this past month, and I am not aware of any credit for $225.34 or $195.35, as they should not be charging me for the 2 lost weeks. If they are indeed crediting my account, there should be no charge for these 2 weeks, the $420 can cover April (minus the 2 weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $80.78 starting in May. Their math is wrong: $40 for April, + $80 for May, then a credit of $19.99/month for the other 4 months would total $80 for those months, so the total they are telling you they are crediting me is $200 but their totals of $225.34+ $195.35 is $420. They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $120 for April and May, which still leaves me a credit of $120. From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usage. I have been complaining along with MANY other about this. We've been on vacation with the Exede modem not working at all, and had data used. There is no way our account used it. If the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their account. When you call, they ALWAYS turn it back to the customer.  This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude.  
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to our attention.   Mr. [redacted] was receiving Viasat’s Unlimited Data Silver 25 Mbps service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. As Mr. [redacted] ordered service during a...

promotional period, he was receiving a discount of $30.00 off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time.   The Customer Agreement provided to each new customer, and signed by [redacted] on March7, 2018 also available at [redacted], 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.   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.   Our records show that Mr. [redacted]’s service was installed on March 7, 2018. He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slow. The Viasat representative advised Mr. [redacted] of the early termination fees; however, as Mr. [redacted] was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr. [redacted]’s short term as a Viasat subscriber. Mr. [redacted] was informed and acknowledged that the waiver was not guaranteed and could be rejected.   The early termination fee waiver was rejected on March 9, 2018 due to customer not allowing trouble shooting or a service call to resolve Mr. [redacted]’s issues. Mr. [redacted] was charged early termination fees on March 9, 2018 of $361.07.   Mr. [redacted] called Viasat again on March 9, 2018 requesting a refund for the early termination fees. At this time, Viasat representative advised Mr. [redacted] that the early termination fee waiver had been rejected, and transferred Mr. [redacted]’s call to a supervisor, per his request. The Viasat supervisor advised Mr. [redacted] that Viasat would not refund his early termination fees.   As resolution to this complaint and in consideration of Mr. [redacted]’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $361.07 to Mr. [redacted]’s account as of March 14, 2018. Mr. [redacted] should be advised that it may take three to five (3 to 5) business days for him to see the amount deposited into the account.   Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to our attention.
Ms. [redacted] was receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare 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.
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] contacted Viasat via online chat on November 16, 2017 regarding the speed of her service. At this time, Ms. [redacted] was provided with troubleshooting steps and advised to call in for further assistance.
Viasat did not hear back from Ms. [redacted] regarding the speed of her service until January 17, 2018, at which time she was guided through troubleshooting, and educated on network congestion and peak hours. When Ms. [redacted] expressed interest in disconnecting, she was reminded of the 24-month minimum service term and the early termination fees.
Ms. [redacted] called a second time the same day regarding her service speeds. Once again she was advised that her service was being impacted by network congestion.
Between January 18, 2018 and February 3, 2018, Ms. [redacted] called Viasat several more times regarding the speed of her service, and was informed each time that she was being impacted by network congestion. When Ms. [redacted] requested a service call on January 18, 2018, she was informed that one was not required and that Viasat’s field technicians could not resolve network congestion.
On February 3, 2018, Ms. [redacted] requested the disconnection of her account due to her speed issues. The Viasat representative informed her of the disconnection disclosures before processing her request.
Viasat does not agree to waive Ms. [redacted]’ early termination fees or approximately $328.93 in full; however, as resolution to this complaint, Viasat will agree to waive half of the charge, leaving her responsible for $164.47.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Our records show Ms. [redacted] contacted Viasat on May 4, 2017 because she was experiencing a connectivity issue. Ms. [redacted] was guided through troubleshooting, after which a service call was ordered and scheduled for May 17,...

2017.
On May 17, 2017, Viasat’s Home Service Provider (HSP) contacted Ms. [redacted] to advise her appointment would need to be reschedule as there was no technician available. There was no answer and a message was left requesting callback.
Ms. [redacted] called Viasat on May 18, 2017 to report that her service call had not been fulfilled. During this conversation, Ms. [redacted] was informed that the HSP had contacted her to reschedule her appointment. The Viasat representative rescheduled Ms. [redacted] appointment for May 31, 2017 and provided her with a $15.00 goodwill credit.
On May 30, 2017, the HSP once again attempted to contact Ms. [redacted] to advise her that there was no technician available and to reschedule her appointment, but there was no answer and a message was left. The HSP made several additional attempts to contact Ms. [redacted] to reschedule her appointment between June 1, 2017 and June 5, 2017 with no response from Ms. [redacted]. On June 7, 2017, the service call appointment was canceled as the HSP was unable to get in contact with Ms. [redacted].
On May 24, 2017, Viasat charged Ms. [redacted] $78.91 in monthly service fees, but the payment failed. Subsequently, on June 7, 2017, her account was suspended for nonpayment of service.
Ms. [redacted] called Viasat on June 26, 2017 to advise of her connectivity issues, but the call ended before the Viasat representative could fully assist her.
On September 14, 2017, Ms. [redacted] account was disconnected for nonpayment of service. Viasat charged Ms. [redacted] $272.91 in early termination fees plus the existing balance due on September 24, 2017, but no payment was collected. This amount remained as a balance due on the account until November 6, 2017, when the account was referred to outside collections for further action.
As Viasat made an attempt to reach out to Ms. [redacted] regarding her service call and have it rescheduled, Viasat does not agree to waive the balance due of $272.91 in full. As resolution to this complaint, however, Viasat will agree to waive $175.91 from the balance due. This is a total of half of her early termination fees ($97.00) plus the failed monthly service fees ($78.91), leaving Ms. [redacted] responsible for a balance due of $97.00.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat several times since installation in June 2014. Each time, Mr....

[redacted] would advised the customer service representative that he was experiencing slow speeds. However, each time, Mr. [redacted] was advised that the slow speeds were due to congestion within his area, but that this normally occurs during peak hours.
On August 17, 2015 Mr. [redacted] contacted ViaSat's customer service department to request that his account be disconnected as he was moving and would not be retaining services. During his conversation with the customer service representative Mr. [redacted] was educated on early termination fees that would be assessed should he wish to disconnect.
At the time of sale Customers are made aware of ViaSat's the 24-month minimum service term commitment, early termination fees, and equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on June 24, 2014 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction.
As Mr. [redacted] stated that he is moving and unable to retain his ViaSat services at his new location, ViaSat will agree to disconnect Mr. [redacted]'s account with waiver of the early termination fees. However, Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after 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 pre-paid 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.
Mr. [redacted]'s ViaSat account will be disconnected on August 21, 2015. Should he need the account to remain active for additional time, please advise.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part about viasat waiving the early termination fee is good. I agree with that and approve. However, in addition to returning the modem I was told I would need to detach and return the receiver from the satellite dish itself. Well, quite frankly I'm not going to get up on a ladder and remove that from the dish itself. It's pretty high up and I'm not sure what tools I would need to use. I was told when I disconnected service that if I didn't remove the receiver myself that a technician could do it for a fee (I believe it was $125 or around that amount). Frankly I don't believe I should have to pay that either. I believe that the early termination fees were going to amount to $150. Those will be waived apparently. That's great I appreciate that. However, I would like the transceiver removal fee of I believe $125 to be waived also. Also, I assume that the waiver of the early termination fee has been communicated to Viasat's billing department so that I will not see that charge on my credit card, correct? Thank you.
[redacted]
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the box from viasat for mailing back the internet modem, plug in charger and the trans receiver (from the Dish). Which is fine. However, again I want it understood that I will not be charged an early termination fee. I didn't see that issue addressed in the response above from Viasat.
Final Business Response /* (4000, 13, 2015/08/31) */
As stated in our previous reply, "Mr. [redacted]'s account has been disconnected and the early termination fees waived." No further charges shall occur should his leased equipment be returned within the 30 day time frame. Given this information ViaSat believes this complaint has been resolved. Thank you.