ViaSat, Inc.

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]

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

Thank you for bringing Mrs. [redacted] complaint to ViaSat’s attention.  We apologize for any confusion or frustration this situation may have caused. On August 11, 2016, ViaSat received a call from Mrs. [redacted] regarding her inability to update anything on her dashboard of her website. At this...

time, it was a one site issue and ViaSat’s Network Operations Center was able to resolve her issues. Mrs. [redacted] confirmed to the ViaSat representative that everything was working correctly. On August 15, 2016, Mrs. [redacted] contacted ViaSat again due to her inability to update anything on her websites dashboard again. During this conversation, Mrs. [redacted] was advised that the issue would be escalated to our Network Operations Center for further review, and they were able to duplicate the issue over Exede’s network. However, the issue was also impacting other networks and the Network Operations Center advised that Mrs. [redacted] would need to contact her websites administrators for further assistance. Mrs. [redacted] contacted ViaSat again on August 16, 2016, as she stated that her website administrator stated that everything was working on their end, yet she was still unable to use her dashboard on her website without using a hotspot. The representative speaking with Mrs. [redacted] stated that they would reopen the issue with our Network Operations Center, but Mrs. [redacted] became upset. As Mrs. [redacted] requested the disconnection of her ViaSat account, the representative agreed to do so with the waiver of the early termination fees. Mrs. [redacted] accepted this offer, and her ViaSat account was disconnected on August 16, 2016. Given this information, ViaSat believes that Mrs. [redacted] compliant has been resolved and no further action is required. However, Mrs. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 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 [redacted] box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return. 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.

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mrs. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
The Customer Agreement signed by Mrs. [redacted] on October 28, 2013 states that monthly fees...

are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to Mrs. [redacted]'s credit card, ViaSat collected an advanced payment for the monthly of service on August 1, 2015. On August 1, 2015 Mrs. [redacted] made contact with ViaSat's Customer Service Department to request the disconnection of her ViaSat account, and was advised of the disconnection disclosures at this time.
Mrs. [redacted] first made contact with ViaSat's Customer Service Department to discuss the refund of $89.98 on September 3, 2015. During her conversation with ViaSat's customer service representative, Mrs. [redacted] was advised that the request for the refund had not been entered; however, that they would submit the refund and she would receive in within seven to fourteen business days. However, on September 8, 2015 when Mrs. [redacted] made contacted with ViaSat's Customer Service Department received she was advised that the previous representative's request was denied.
Nevertheless, on September 10, 2015 Mrs. [redacted]'s ViaSat account was refunded $89.98 to the payment method on file. This refund should be received within three to five business days. Should Mrs. [redacted] not see the refund within this time frame, please have her contact ViaSat's Customer Service Department at XXX-XXX-XXXX. Additionally, Mrs. [redacted]'s payment method on file will be removed on September 17, 2015 once ViaSat has confirmed the refund has been received by Mrs. [redacted].
We apologize for any confusion this situation may have caused, and thank you for the opportunity to respond.

Thank you for bringing Mr. [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 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to...

the 24 months. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on April 23, 2014 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Mr. [redacted] was charged $41.76 for early termination fees. The account was disconnected 2 months prior to the 24 month agreement date. In order to arrive at a resolution ViaSat has agreed to remove the charge of $41.76 from the account. Mr. [redacted] now has a $0 balance on the account. Thank you for allowing ViaSat 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.

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. 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 [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.

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms. [redacted]'s complaint to our attention.
Ms. [redacted] is a customer of [redacted] ([redacted]). [redacted] manages all functions for their customers including sales, technical service, customer...

service, and invoicing. As a result, we do not have access to Ms. [redacted]'s account.
In order to expedite a response to Ms. [redacted], we have forwarded her complaint to our contact at [redacted] for handling.
Thank you for the opportunity to respond.

Thank you for brining Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr. [redacted] contacted ViaSat on May 1, 2016 to discuss the connectivity of his ViaSat account. During his conversation with the ViaSat representative,...

Mr. [redacted] was unwilling to troubleshoot his computer and requested that the troubleshooting steps be performed through his cellphone. However, ViaSat is unable to perform troubleshooting steps on a cell phone. On this date, Mr. [redacted] requested a service call which was subsequently scheduled. ViaSat’s Home Service Provider went to Mr. [redacted] location on May 3, 2016 and repointed and peaked his ViaSat dish. This appeared to have resolved any issues that might have been affected Mr. [redacted] services. Currently, Mr. [redacted] has used 15 GB of his 10 GB purchased. 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 Mr. [redacted] on October 15, 2012 (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 monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset. Additionally, on May 2, 2016, ViaSat issued a credit of $59.98 to Mr. [redacted] account as a gesture of good faith. This credit will apply towards his May 20, 2016 ViaSat bill. Given that Mr. [redacted] has been given a goodwill credit, and that the service call was completed on May 3, 2016, ViaSat believes that his issue has been resolved. If Mr. [redacted] continues to experience issues with connectivity directly related to the Data Allowance Policy, he may contact ViaSat’s 24-Hour Customer Service at [redacted] and review the alternate packages available in his area that might better suite his needs. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for brining Ms. [redacted]' complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat on August 24, 2015 to disconnect her ViaSat services. At the time of...

disconnection customers are made aware that the charge of $62.48 had already been collected for their monthly services. ViaSat's customer service representatives educated customers that unused services are not refunded if they disconnect in the middle of their monthly service term; however, we encourage customers to disconnect 2 days before their next billing cycle to ensure no further charges occur.
As Ms. [redacted]' monthly service fee had been collected at the time of disconnection, ViaSat's customer service representative did not request for the fees to be refunded. However, as a gesture of good faith Ms. [redacted] monthly service charge from August 24, 2015, in the amount of $62.48, has been issued to the payment method on file. Ms. [redacted] should receive this refund in three to five business days from today, September 21, 2015.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat collected the automatic payment of $70.28 on 4/4/2016 along with the onetime payment that Mr. [redacted] made on 4/4/2016. On 4/6/2016 Mr. [redacted] automatic payment was...

stopped which means ViaSat was unable to process a refund back to Mr. [redacted] within the 3-5 business days. At this time the payment method has been removed and no further payments will come out of that payment method and Mr. [redacted] will need to call in to make onetime payments on the account. The refund will not be issued back in check form which was processed today 4/14/2016 and Mr. [redacted] should see the refund within 7-10 business days by US Mail. In order to arrive at a resolution ViaSat has also issued a credit for 1 free month of service to the account. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  Viasat customer service had a DIFFERENT claim about the statements each time we talked to them.  1st.  It was they are UNABLE to print hard copies of statements because the customer was supposed to do that themselves from their online account.  Difficult to manage when you have no internet service.2nd.  Viasat claimed the statements were in route....3rd.  Then later we found out no the statements were not sent.  But they will be sent....4th.  Online requests via email from my daughter requesting the statements to be emailed were ignored. As of today's date...no statements have arrived in any form, mail or email.Also, I have two accounts, one that was compromised by my grand-son-in-law [redacted] at our winter home and another account for my summer home.  I have closed my other account that was not compromised because of the complete lack of concern for my situation from Viasat Customer Service.  And case you are wondering just how rude Viasat customer service representatives are?  I invite you to pull the tapes of the charming lady I talked to on March 11th, 2017.       We still to date
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused. On 11/18/2016 ViaSat received contact from Mr. [redacted] regarding the disconnection of his ViaSat account. During this conversation, Mr. [redacted] was...

advised of the disconnection disclosures including the leased equipment recovery process. Mr. [redacted] provided the ViaSat representative with his new address to have the lease recovery kit shipped to. Customers are responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or they will 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 will be delivered to their home address within a week after their disconnection, and it will include return instructions. Due to a system error, Mr. [redacted] has yet to receive the lease recovery kit. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipment. A new lease recovery has been requested, if Mr. [redacted] does not receive this; please have him contact ViaSat’s 24-hour Customer Service at [redacted]. Thank you for the opportunity to respond.

As stated in ViaSat’s previous reply, 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. Per the Credit card companies administer, Ms. [redacted]’ payment method was updated on December 30, 2016 per the information provided by the Credit Card companies administer. Given this information, ViaSat believes this complaint has been resolved. Thank you.

Thank you for bringing Mr. [redacted]’ complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Our records show that Mr. [redacted] was installed by Dish South an authorized ViaSat dealer. We apologize that Mr. [redacted] has had issues getting in touch with them. ViaSat...

bills in advance and when ViaSat attempted to collect the first payment of $75.35 from My [redacted] the payment failed. For security purposes we don’t have the card number on file. We show the card as being an American Express with an expiration date of 6/2023. When this payment failed the service was placed into a non-pay suspension which is why Mr. [redacted] stopped receiving the service. At the time of sale customers are advised of the 24-month minimum service term commitment and the early termination fees. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on April 2, 2016 and available at exede.com/legal. ViaSat has attached a copy of the customer agreement for Mr. [redacted]’ viewing. In order to arrive at a resolution ViaSat will waive Mr. [redacted]’ early termination fees should he wish to disconnect the account. ViaSat has already waived the balance due of $75.35 leaving a current balance of $0. Mr. [redacted] can call customer service at 866-945-3258 and reference ticket # [redacted] to have the account disconnected at no charge. Mr. [redacted] will be read disclosures and told how to return the equipment using a prepaid shipping label and box. ViaSat will follow up with the dealer regarding these issues. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.
Our records show Ms. [redacted], the account holder, transitioned her service to Viasat’s Liberty 25 – WiFi + Free Zone plan on April 18, 2017. As this service required an upgraded modem, Ms. [redacted] was informed her original modem would need to be returned to Viasat, or else she would be charged an unreturned equipment fee. The new modem was installed on April 22, 2017.
On July 12, 2017, Viasat received notice that the original modem had not been returned, and charged Ms. [redacted] $150.00 in unreturned equipment fees in addition to her monthly service fees.
Ms. [redacted] and Mr. [redacted] contacted Viasat numerous times between July 20, 2017 and December 18, 2017 regarding the unreturned equipment fee, advising that the modem had been returned. It was determined on multiple occasions that Viasat did not have record of this modem being returned.
As resolution to this complaint and as a gesture of good faith, Viasat has issued a refund of $150.00 to the payment method on file as of December 21, 2017. Mr. [redacted] should be informed that it may take him three to five business days for him to see the amount deposited into the account.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issue he [redacted] have experienced with ViaSat.
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale. Our Data Allowance Policy is...

addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on March 9, 2013, and it is also available at exede.com/legal. Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage. Mr. [redacted]'s is receiving Exede 10 GB plan at $49.99, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 10 GB's of monthly data allowance; as well as download speeds up to 12 Mbps and upload speeds up to 3 Mbps.
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. Since being installed on March 9, 2013 Mr. [redacted] has been in violation of the Data Allowance Policy nine times. However, each time Mr. [redacted] has been educated on how to monitor his usage. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. Review of Mr. [redacted]'s account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent.
Mr. [redacted] has contacted ViaSat on several occasions regarding the Data Allowance Policy, and his beliefs that the usage was not being monitored correctly. Each time, ViaSat's customer service representative would review his usage, offer the ability to upgrade the account, and at times, issue a service call. As Mr. [redacted] has disputed the information pertaining to his usage and the Data Allowance Policy, ViaSat's customer service representatives has issued $1874.57 in goodwill credits since his installation in 2013, as a gesture of good faith.
In response to this complaint, ViaSat internally escalated Mr. [redacted]'s account to ensure his usage meter was calculating her data correctly. It has been determined that Mr. [redacted]'s usage meter is working properly. Currently, Mr. [redacted] has utilized 9.4 GB of the 10 GB allotment, and his usage is scheduled reset on June 12, 2015.
As ViaSat has internally escalated Ms. [redacted]'s account to verify the usage is being monitored correctly, and has issued goodwill credits totaling $1874.57, ViaSat does not believe any further action is required. In order to come to a resolution regarding this complaint, ViaSat will agree to apply 2 GB of free additional data onto Mr. [redacted]'s account; however, the account will remain on the current plan unless otherwise specified by Mr. [redacted]. Mr. [redacted] also disconnect his ViaSat account without early termination fees if he believes the ViaSat services do not work for his needs.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have monitored my usage on my devices with software that always shows less usage than they do! Those credits were not asked for by me but offered by ViaSat for inconvenience, poor performance, etc. They also told me that I had certain devices attached to my router that I have never even owned!
"The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. Review of Mr. [redacted]'s account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent." Per ViaSat above.
Any large downloading or uploading is always done between 12pm-5am where it is unlimited. That is always where the discrepancy shows up. There have been many of these same issues found where in fact the provider is at fault. Because of the FAP policy they can always dictate it is correct and you need to buy more data or cancel. If I had normal landline DSL or broadband this would be a moot point and they know it. They would always suggest I upgrade the account! I have had better things to do with my time that argue with ViaSat 2 hours a week over the last few months. They would actually owe me over $5000.00 in credits based on my lost time and wages. They already offered an upgrade for one year but declined to do this because of supposed file sharing operations mentioned above. So their goodwill was neither good or beneficial. If they offered additional bandwidth or or a discount on my current plan I would work with them.
Best regards,
[redacted]
Final Business Response /* (4000, 14, 2015/06/26) */
Upon review of Mr. [redacted]'s account ViaSat does show that he made contact on June 15, 2015 with our corporate care representative. On this date, ViaSat's customer service representative advised Mr. [redacted] that he could upgrade his account to the 15GB for the 10GB pricing. If Mr. [redacted] would still like to take this offer, please have him contact customer service and reference ticket XXXXXXXX. We apologize for the confusion regarding this information. Thank you!
Final Consumer Response /* (2000, 16, 2015/06/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept under the above terms once they have proved that my monthly bill stays exactly the same @ $49.99 for 15GB plan moving forward with no expiration and I do not not have to call in monthly for this to continue.