ViaSat, Inc.

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 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.

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]’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.

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]

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.)

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.

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.

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any for any confusion he may have experienced with ViaSat.
At the time of sale, customers are made aware of ViaSat’s the 24-month minimum service term commitment, early termination fees, and that the speeds are not...

guaranteed and may vary. These points are also addressed in the Customer Agreement, signed by Mr. [redacted] on April 5, 2016 and available at exede.com/legal. 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.
Mr. [redacted] was receiving ViaSat’s Liberty 10GB plan at $59.99, plus applicable taxes and a $9.99 monthly equipment lease fee. The Liberty plans provide customers with a monthly priority data allowance with download speeds of up to 12 Mbps and upload speeds of up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly Priority Data, and until their priority data resets.
On April 8, 2016, ViaSat collected a payment of $83.42 from Mr. [redacted] for his first month of service, plus prorated fees based on his installation date. Mr. [redacted] called ViaSat the same day regarding the payment, at which time he was educated on the billing and advised that he would be paying approximately $69.98 per month, plus applicable taxes.
Mr. [redacted] made a second call into ViaSat the same day to disconnect his account due to the speed of service and cost of monthly service. The ViaSat representative offered to troubleshoot Mr. [redacted]’s speed issues with him, and provide him with a discount of $20.00 off his bill per month for six months. Mr. [redacted] declined these offers.
When the ViaSat representative reminded him of his signed Customer Agreement and the early termination fees, Mr. [redacted] disputed the fees and quoted Section 4.1 of the Customer Agreement. At this time, Mr. [redacted] was accurately advised that Section 4.1 of the Customer Agreement refers only to if ViaSat makes a change to the Customer Agreement that caused a customer’s monthly service fee to increase by 25%, and was not applicable to Mr. [redacted]’s situation. Mr. [redacted] chose to move forward with the disconnection of his account and acknowledged all disconnection disclosures, including that he would be charged early termination fees on his next billing date. As resolution to Mr. [redacted]’s complaint, a ViaSat supervisor applied a credit of $83.42 onto his account so that amount would be deducted from his early termination fees.
As recognition of Mr. [redacted]’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in full as a courtesy. Mr. [redacted] is still 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 free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return.
The early termination fees have been waived from Mr. [redacted]’s account as of today, April 13, 2016.
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.
Ms. [redacted] was receiving ViaSat’s Liberty 12 GB – Boost 25 + Wi-Fi service plan at $79.99 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and...

a $5.99 monthly EasyCare fee. This service plan provides customers with 12 GB of monthly priority data, download speeds up to 25 Mbps, and upload speeds up to 3 Mbps. It also comes with a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly priority data, and until their priority data resets, pursuant to ViaSat’s Data Allowance Policy.
Our records show Ms. [redacted] purchased ViaSat’s service through an authorized ViaSat dealer. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees, and Data Allowance Policy. These points are also addressed in the Customer Agreement, signed by Ms. [redacted] on September 30, 2016. 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 Mr. [redacted] at the point of sale.
Ms. [redacted]’s service was installed on September 30, 2016. ViaSat received a call from her on October 4, 2016 because she had exceeded her monthly priority data. During this conversation, the ViaSat representative reviewed Ms. [redacted]’s data usage with her and informed her of her available options for obtaining more data. Ms. [redacted] accepted a one-time offer to have 5 GB of free additional data applied to her account.
On October 14, 2016, Ms. [redacted] sent an email to ViaSat requesting the disconnection of her account due to the data limitations, and advising that she was informed at the point of sale that the service would meet her family’s streaming needs. In response to this email, a ViaSat representative informed Ms. [redacted] that she would need to call into ViaSat’s 24-hour Customer Service Department to disconnect her service, as disconnection requests could not be accepted via email.
ViaSat did not receive any further contact from Ms. [redacted] until November 1, 2016, when she called to disconnect her account. At this time, she was reminded of the 24-month minimum service term and applicable early termination fees. This information was reiterated to her when her call was transferred to a supervisor, per her request; however, the ViaSat supervisor also agreed to apply a credit of $70.77 towards her early termination fees. Ms. [redacted] accepted and moved forward with the disconnection of the service. Unfortunately, our review of the account shows that this was not applied. We apologize for any frustration this may have caused Ms. [redacted] to experience.
On November 30, 2016, Ms. [redacted] called ViaSat to dispute the early termination fees. At this time, she was informed that, as she had been using the service, the fees would be valid.
ViaSat charged Ms. [redacted] $329.50 in early termination fees on December 1, 2016, but the payment failed. Subsequently, on December 19, 2016, the account was referred to outside collections for the balance due.
As resolution to this complaint, ViaSat will agree to waive half of the balance due of $329.50, leaving Ms. [redacted] responsible for $164.75. Ms. [redacted] may either make a payment for this amount directly with ViaSat, or through the collections agency via the contact information they provided.
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

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.

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!!!

Complaint: [redacted]
I am rejecting this response because: The "significantly reduced speeds" part of their product is not specific. I'm still unable to load very low bandwidth websites like [redacted] because the reduced speeds are less than 256k dial-up speeds. I can't even run speedtest right now because the connection speed is so low. That's not reducing speed, that's turning the internet off for all practical purposes. Additionally, it takes a reboot of the modem and router after midnight just to get the "free zone" time of regular speeds. If they have the technology to reduce the speeds, then they have the technology to turn them back on at midnight every day instead of wasting another 5 minutes of my time.
Sincerely,
[redacted]

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.

Complaint: [redacted]
I am rejecting this response because: I was not notified.
Sincerely,
[redacted]

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]

Thank you for bringing [redacted]’s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
[redacted] is currently receiving ViaSat’s Liberty 12 GB – WiFi + Free Zone plan at $55.00 a month, plus applicable taxes, a $9.99 monthly equipment lease...

fee, and a $5.99 monthly EasyCare fee. Due to a promotional offering, [redacted] is receiving the EasyCare protection plan at no cost for the first three months of service.
Our records show [redacted] purchased ViaSat’s service through an authorized ViaSat Dealer. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term; early termination fees; and the billing and pricing for the service, including the equipment lease fees and that taxes would apply. Each of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on July 28, 2017 and also available at exede.com/legal. 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 [redacted] at the point of sale.
As resolution to this complaint, ViaSat will apply a credit of $15.00 off [redacted]’s bill per month for 12 months. This discount has been applied as of August 16, 2017. Alternatively, ViaSat is willing to waive [redacted]’s early termination fees should he choose to disconnect prior to August 28, 2017. If he chooses to disconnect service, he may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. Ms. [redacted] contacted Viasat on February 28, 2018 in order to disconnect her Viasat services.  Ms. [redacted] was responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or she would be subject to...

an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions. Customers are reminded of this obligation at the time of disconnect.The Customer Agreement signed by Ms. [redacted] on May 3, 2017 states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale. As Viasat had not received the equipment by March 28, 2018, on Ms. [redacted]’s next billing cycle, April 4, 2018, Ms. [redacted] was billed $315.90 for failure to return her Viasat leased equipment. Viasat was successful in taking the payment. On April 4, 2018, Ms. [redacted] contacted Viasat multiple times due to being charged for the non-return of the leased equipment. She stated that [redacted] had picked up their return kit a few weeks prior. At the time of the first contact, a Viasat representative was unable to locate the package. We apologize for any inconvenience this may have caused Ms. [redacted]. The representative advised Ms. [redacted] to contact [redacted] for assistance in locating the package. Ms. [redacted] agreed, and later contacted Viasat to advise that [redacted] had requested one of Viasat’s staff create a ticket for locating the equipment. A Viasat representative assisted her by placing the ticket and locating the returned package. As of April 5, 2018, Viasat has received confirmation that Ms. [redacted]’s equipment has been returned.In resolution to this complaint, Viasat has processed a refund of the $315.90 that was charged to Ms. [redacted]’s payment method on file as of April 5, 2018. Ms. [redacted] should see the return of the funds within the next three to five business days. 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.
Mr. [redacted] was receiving Viasat’s Unlimited Data Silver 25 service plan at $100.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. The Unlimited Data Silver 25 service plan...

provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at [redacted], if a customer uses more than 60 GB of data during their monthly billing period while receiving the Unlimited Data Silver 25 plan, 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 60 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 [redacted].
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 Mr. [redacted]’s electronic signature on the Customer Agreement dated March 3, 2018.
Our records show Mr. [redacted] called Viasat’s Sales Department on February 28, 2018 to inquire about service. During this conversation, Mr. [redacted] informed the Viasat representative of what he typically used the internet for, and was recommended the Unlimited Data Bronze 12 service plan. The Viasat representative incorrectly informed Mr. [redacted] that his service speeds would not go any lower than 7 Mbps once he’d reached the deprioritization threshold for the service plan. Mr. [redacted] did not order service that day; however, he called back on March 1, 2018 to place an order, at which time he elected the Unlimited Data Silver 25 service plan. The service was installed at Mr. [redacted]’s home on March 3, 2018.
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.
Mr. [redacted] called Viasat on March 4, 2018 because he was experiencing slow speeds, at which time he was informed of network congestion in his area impacting his service. When Mr. [redacted] requested disconnection because he was receiving download speeds below 7 Mbps, he was reminded of the early termination fees.
On March 5, 2018, Mr. [redacted] called Viasat once again regarding the speed of his service. The Viasat representative attempted to guide Mr. [redacted] through troubleshooting, but could not complete the process because Mr. [redacted] was unable to directly connect his device to the Viasat modem. Mr. [redacted] was once again advised that network congestion was impacting his service.
Mr. [redacted] requested the disconnection of his account on March 10, 2018, at which time he was informed of the disconnection disclosures. Mr. [redacted] disputed the Customer Agreement, but moved forward with the disconnection regardless.
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.
As resolution to this complaint, Viasat has waived Mr. [redacted]’s early termination fees in full as of March 12, 2018. As Mr. [redacted] was using the service, Viasat does not agree to issue a refund for the monthly service payment of $84.64 he made on March 4, 2018.
Thank you for the opportunity to respond.