ViaSat, Inc.

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 made aware of ViaSat’s 24-month minimum service term commitment 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 January 3, 2017 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. The Customer Agreement signed by Mr. [redacted] on January 3, 2017 states that all monthly fees are payable in advance.  Customers are also made aware of this at the time of the sale.  Regarding the charge to Mr. [redacted]’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on January 4, 2017. In order to arrive at a resolution ViaSat has agreed to remove the charge of $344.46 for the early termination fees. ViaSat has also contacted the outside collection agency to have Mr. [redacted] removed. ViaSat will not refund the $124.67 as this was a valid charge once the account was activated. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of disconnection ViaSat read the disclosures to Ms. [redacted] and let her know that there would be a termination fee. At no time did ViaSat state that the fees...

would be waived. Ms. [redacted] called in on March 10, 2016 regarding the collection notice and was advised the charge was a valid charge and Ms. [redacted] agreed to make a payment plan arrangement. In order to arrive at a resolution ViaSat has removed the account from collections and will make sure the calls are stopped. Mr. Traxler and Ms. [redacted] will want to make sure they call to make a payment for the early termination fee so that it is not turned over to collections again. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any issues she may have experienced.   Our records show Ms. [redacted] was receiving ViaSat’s Liberty 18 plan at $99.99, plus applicable taxes and a $9.99 monthly lease fee. The Customer Agreement signed by Ms....

[redacted] on October 02, 2014 and available at exede.com/legal, states that ViaSat does not provide a refund for unused services regardless of when an account is disconnected   On April 04, 2017, ViaSat received contact from Ms. [redacted] who requested the disconnection of her ViaSat account. During her conversation with the ViaSat representative Ms. [redacted] was educating on the disconnection disclosures including that her services would be disconnected at the time of the call.   ViaSat collected $110.69 for the monthly services on April 04, 2017.   ViaSat received contact from Ms. [redacted]’ April 5, 2017, at which time she requested a refund for the monthly charges collected on April 4, 2017. During her conversation, Ms. [redacted] was informed by the ViaSat representative that per the Customer Agreement these charges were valid.      In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Ms. [redacted] the monthly charges collected of $110.69 on April 4, 2017. Ms. [redacted] should receive the refund within three to five business days. If she does not, please have her contact ViaSat’s 24-hour Customer Service department at [redacted].   Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]     I hereby agree to all payment terms offered in the most recent response to my complaint. I only have one issue to address. The document of the agreement displays an E-signature on the 2 year agreement. This quite simply is impossible since I have never been on their website for any reason thus far. How did this happen?  The only communication I have had with Excede before filing my complaint  with the Revdex.com was a phone call to the Shady sales Rep. [redacted] inquiring about the internet service, and the very courteous and professional installer at time of install. The only documentation I have signed was the paperwork presented to me by the installer on the day of install confirming my hook-up to Excede. I want to thank Excede/Wild Blue for their attention and quick response resolving this matter.      Sincerely; [redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Mr. [redacted] chatted in on December 17, 2015 and was advised that if the package was transitioned to the Liberty 10 that he would not be able to go back to the Classic 10 package...

as it was no longer available . In order to arrive at a resolution we have transitioned Mr. [redacted] back to the Classic 10 package as of today January 25, 2016. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer...

Agreement prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Ms. Seon [redacted] electronic signature on the Customer Agreement dated February 14, 2017.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.On April 12, 2018, Ms. [redacted] contacted Viasat to state that she was moving, and would like to disconnect her services. She declined an offer to move and reconnect her Viasat services. A Viasat representative read disconnection disclosures to Ms. [redacted], including information about her early termination fees. Ms. [redacted] stated that she believed she had signed a one year contract, and was advised that Viasat does not offer one year contracts. She was also advised to contact her Viasat authorized dealer in regards to paying at installation, as Viasat had not charged that amount to her. Ms. [redacted] chose to proceed with her disconnection, and it was processed the same day. On April 16, 2018, Ms. [redacted] was charged $155.20 for early termination fees. Viasat was successful in taking her payment for the amount the same day. In resolution to this complaint, Viasat will agree to refund half of the early termination fees in an offer of goodwill in the amount of $77.60. This refund was processed on April 20, 2018, and will take three to five business days to be seen.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.

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. ViaSat apologizes for any inconvenience this may 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. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 20, 2015 and available at exede.com/legal. ViaSat apologizes if Mr. [redacted] feels these points were not communicated to his satisfaction. After reviewing the account ViaSat has determined that Mr. [redacted]'s usage is going towards Web Browsing, Filesharing (Bittorent), Software Updates, Media (Video or Audio) YouTube, Other Traffic, File Transfers, Instant Messaging, Social Networking, along with Windows and IOS Updates. ViaSat offers larger packages that may suit Mr. [redacted]'s needs and expectations, currently Mr. [redacted] in on the 12 GB plan. ViaSat offers two other plans one with 18 GB priced at $99.99 per month and the other at 30 GB for $149.99 per month. In order to arrive at a resolution should Mr. [redacted] wish to disconnect the account ViaSat will agree to waive half of the early termination fees. Mr. [redacted] can call customer care and reference ticket number XXXXXXXX. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy.
Mr. [redacted] also filed a complaint through the Federal Communications Commission on...

August 12, 2015 regarding this same information.
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 on the first page of the Customer Agreement, signed by Mr. [redacted] on August 2, 2014 (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 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. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
Mr. [redacted] is currently receiving ViaSat's Exede 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with a 10 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. The following service plans are also available in Mr. [redacted]' area:
Exede 15 GB - $69.99/month
Exede 25 GB - $129.99/month
Our records show Mr. [redacted] contacted ViaSat on August 4, 2015 regarding his data usage. During this conversation, Mr. [redacted] was advised that he had used 76 percent of his 10 GB allowance, but the representative informed him that they were unable to view the traffic categories at that time. Mr. [redacted] requested to speak with a supervisor. The ViaSat supervisor advised Mr. [redacted] to call back in 24 hours to review his usage. As a gesture of good faith, the ViaSat supervisor provided Mr. [redacted] with 5 GB of free additional data.
Our review of Mr. [redacted]' account shows that as of August 13, 2015, that Mr. [redacted]' usage is largely going towards Storage (Online Backup). The majority of his usage did occur on August 4, and August 5. As a gesture of good faith, ViaSat will provide Mr. [redacted] with 5 GB of free additional data.
If he has any further questions or concerns regarding his monthly data usage, or would like to transition his account to a different service plan, Mr. [redacted] may contact ViaSat's 24-hour Customer Service Department at 1-855-463-9333. If he chooses to transition his service to a different plan, ViaSat is willing to provide him with a discount of $10.00 off of his bill per month for 12 months. If he would like to take advantage of this offer, Mr. [redacted] should reference ticket no. XXXXXXXX when he calls into Customer Service.
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.)
I have asked Viasat for contact back to me directly and two times mentioned above I was promised a call back with explanations for our internet usage. I have yet to be contacted directly. Viasat has a problem with being able to prove the customer has used the data plan accurately. They cannot give adequate explanation for using 100% of a data plan within a 6 hour period when my /our 12 month history clearly shows we have NOT done this (used 100% of the plan in 6 hours) in any past month's data plan.
Final Business Response /* (4000, 9, 2015/08/24) */
We apologize if Mr. [redacted] was advised by a customer care representative that he would be contacted back, and this was not completed. As stated in our previous reply, our review of Mr. [redacted]' account shows that as of August 13, 2015, that Mr. [redacted]' usage is largely going towards storage (e.g., online backup). The majority of his usage occurred between August 4, 2015 and August 5, 2015. As a gesture of good faith, ViaSat did provide Mr. [redacted] with an additional 5 GB of free data. We encourage Mr. [redacted] to review any programs that require online backup as this is what appears to have caused the high usage. Again, we apologize for any confusion or frustration this situation may have caused. Thank you!

Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. After further review of Mr. [redacted]'s complaint, ViaSat has determined that the service is not meeting Mr. [redacted]'s needs or expectations and he is wishing to disconnect the...

services with no early termination fees. 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 should the account be cancelled prior to 24 months. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on March 10, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. In order to arrive at a resolution ViaSat is willing to let Mr. [redacted] out of the contract with no early termination fees. Mr. [redacted] will want to contact customer service at ###-###-#### and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
The Customer Agreement signed by Ms. [redacted] on September 5, 2014 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.
Our records show Viassat charged...

Ms. [redacted] $119.98 in monthly service fees on December 8, 2017. Viasat received a chargeback from Ms. [redacted] bank on January2, 2018, and issued a refund accordingly; however, as the charge was considered valid, it remained due on her account. On January 8, 2018, Ms. [redacted] was charged $23696 in monthly service fees plus the existing balance due. As no payment was collected, her account was suspended for nonpayment on January 15, 2018.
On February 8, 2018, Viasat charged Ms. [redacted] an additional $1.81 in an Annual Property Tax Recovery Fee. This amount was added to the balance due, creating a total amount of $241.77.
Viasat received a call from Mr. Michael [redacted] on March 1, 2018 regarding the status of the account. During this conversation, Mr. [redacted] expressed that he’d believed the account had been disconnected in October 2017. The Viasat representative correctly informed Mr. [redacted] that Viasat had not received any disconnection request from him or Ms. [redacted] regarding the status of the account. Mr. [redacted] was also advised that the balance due was considered valid as Viasat had not received any indication that the [redacted]s wanted to disconnect their account. Per Mr. [redacted] request, the account was disconnected at this time. Prior to this interaction, Viasat had not heard from Mr. or Ms. [redacted] since December 9, 2014.
On April 17, 2018, the account was referred to outside collections for further action on the balance due.
Regarding her inability to reach Viasat’s Customer Service Department via her phone number, our records show that it is associated with a previous DISH Network wholesale account Ms. [redacted] had prior to receiving service directly through Viasat. As Viasat’s Customer Service Department cannot assist wholesale customers, they are redirected accordingly when the call into Viasat with the phone number associated with their wholesale account. We apologize for any frustration
As resolution to this complaint, Viasat will agree to remove Ms. [redacted] account from collections with the balance due waived in full.
Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any issue she may have experienced with ViaSat’s billing.  The Customer Agreement signed by you on April 4, 2016 states that monthly fees are payable in advance and such monthly fees will apply for each and...

every month (or portion of a month) beginning with the date service is activated. Customers are advised of these points at the time of sale.  We apologize if you feel these points were not communicated to your satisfaction. ViaSat sends bills to the email address on file. On May 8, 2016 ViaSat attempted to collect $151.00 from [redacted] payment method on file for half of the early termination fees as a ViaSat representative previously agreed to waive half; however, this payment failed. Due to the nonpayment status on [redacted] account, on May 31, 2016, ViaSat sent her account to our outside collections agency. This same date, [redacted] contacted ViaSat to inform us that she would be mailing a check in for the past due balance. As the account had already been sent to our outside collections agency, the account remained there until the payment was received. On June 7, 2016, ViaSat received the one-time payment for the past due balance. On this same date ViaSat removed [redacted] account from our outside collections for the amount of $151.00 and waived the balance due. ViaSat did not report the delinquent balance to any credit reporting bureaus. We apologize for any misunderstanding or frustration [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Unfortunately, purchasing ViaSat’s service with DirecTV does not bundle the billing.  ViaSat handles customer billing for its own services and...

therefore, [redacted] is billed separately for his ViaSat internet service. Our records show [redacted] ordered his service through an authorized ViaSat dealer that also offers DirecTV.  Unfortunately, purchasing the services together did not “bundle” the billing.  ViaSat handles customer billing for its own services and therefore, [redacted] would be billed separately by ViaSat for the Exede® service. At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations.  Each of these points is also addressed in the Customer Agreement signed by [redacted] on June 07, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to his satisfaction. We apologize for any confusion or frustration [redacted] may have experienced. In order to bring this complaint to resolution ViaSat will agree to disconnect [redacted] account with waiver of the early termination fees. However, [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 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. [redacted] may contact ViaSat’s 24-Hour Customer Service Department at [redacted] and reference ticket [redacted] to move forward with the disconnection of his ViaSat account. Thank you for the opportunity to respond.  .

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

Thank you for bringing [redacted] rebuttal to our attention.
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 [redacted] electronic signature on the Customer Agreement dated August 10, 2013. We apologize for any misunderstanding regarding the electronic signature process. A copy of [redacted] electronically signed Customer Agreement has been included for his review.
ViaSat received a call from [redacted] on December 26, 2014, at which time she requested to move her services; however, she changed her mind when advised that ViaSat did not offer unlimited service in her new location. At this time, [redacted] was reminded of the Customer Agreement and 24-month minimum service term, and advised that she would be charged early termination fees of approximately $120.00. [redacted] chose not to disconnect her account at this time, advising that she would speak to [redacted] about moving the service. At this time, the ViaSat representative reviewed the one-time move process with [redacted], advising that she would be obligated to agree to a new 24-month minimum service term, and would have to return the equipment. The representative also advised that the equipment would need to be returned even if she chose to move forward with disconnecting.
ViaSat did not hear back from [redacted] until June 30, 2015, at which time she requested disconnection. At this time, the ViaSat representative reviewed all disclosures with [redacted], including the early termination fees and the equipment return requirements. [redacted] advised the ViaSat representative that she did not want to disconnect service until she had located the equipment. As such, the account remained active, per her request.
As stated in our previous response, ViaSat has waived the balance due of $242.32 in full. ViaSat has also requested a UPS box with free return shipping label be sent to [redacted] for the return of ViaSat’s modem and transceiver, which he is responsible for, per the Customer Agreement.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced.
The Customer Agreement, signed by Mr. [redacted] authorized signer, on April 18, 2012 and available at...

exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment will result in an unreturned equipment fee of up to $300.00, not including taxes. A prepaid UPS box with free return shipping label and illustrated instructions is delivered to a customer's mailing address within a week after the disconnection of their account for the return of ViaSat's equipment.
Mr. [redacted] contacted ViaSat on June 17, 2015 to disconnect his account because he was moving to a new home address. During this conversation, the ViaSat representative reviewed all disconnection disclosures with Mr. [redacted], including the return of ViaSat's equipment. The UPS box was delivered to Mr. [redacted]'s home on June 26, 2015.
On July 20, 2015, ViaSat was alerted that Mr. [redacted] had not returned the ViaSat equipment. As Mr. [redacted]'s bill cycle date is scheduled for the 20th of each month, he was charged an unreturned equipment fee of $315.90 the same day. ViaSat received notice on July 21, 2015 that his equipment had been returned. Mr. [redacted] requested the removal of his payment method from ViaSat's systems on July 22, 2015.
As Mr. [redacted]'s equipment had been returned, an attempt to automatically refund the unreturned equipment fees was made by ViaSat's billing system on July 29, 2015; however, as there was no payment method on file, per Mr. [redacted]'s request, the refund attempt was unsuccessful.
ViaSat did not hear back from Mr. [redacted] regarding his refund until August 20, 2015. During this conversation, Mr. [redacted] was incorrectly advised that the refund had been issued to him that day. ViaSat received another call from Mr. [redacted] on August 24, 2015 because he still had not received his refund, and the matter was escalated for review.
In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $315.90 to Mr. [redacted]. As he does not have a payment method on file, this refund will be issued via check to [redacted] XXXXX, per Mr. [redacted]'s request. Mr. [redacted] should be advised that it may take 4-6 weeks for him to receive this check.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There are inaccuracies in Viasat's response, just as Ibreceived inaccuracies on each of 3 calls over a 5 week period. I returned the boxes for disconnect of two services on the very day that Biasat sent the call tags by UPS. One box made it in a timely manner, but according to Viasat, the other did not. Perhaps Viasat could have sent the call tags a few days earlier! I did not cancel service because I was moving. I canceled because Viasat has been more problems than it was worth to me since day one. [redacted] was not an authorized sign or for me - He was Viasat's part time installer in this area. I had been led to believe by him that I was purchasing the equipment with the exorbitant installation fees. Now I understand that they were lease fees which I paid upfront with the installation fee. I was told when I asked for my payment method to be removed from my two accounts, that the credit card info would still be retained for "any unexpected charges" pertaining to my account, however removal would disallow further auto charges to my credit card.

Thank you for bringing Mr. [redacted] complaint to our attention.Mr. [redacted] has two accounts with Viasat, both active and receiving Viasat’s Unlimited Bronze 12 Mbps service plan at $70 a month, plus applicable taxes and a $9.99 monthly equipment lease 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.In order to attract new customers, Viasat is offering a promotional discount of $20 off for the first three months of the service plan, however this discount is only for new customers. We apologize if Mr. [redacted] was given this pricing. In order to bring this complaint to resolution, Viasat has added the promotional discount of $20 off for three months to both of Mr. [redacted] accounts, which will be seen starting on his next bill. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
On June 11, 2015, Mr. [redacted]'s ViaSat account was disconnected in error and a new account...

(XXXXXXXXX) was created in its place. During this process a UPS box and prepaid labels were sent to Mr. [redacted]'s location to have the equipment returned; however, as the account was reconnected Mr. [redacted] was no longer required to return the leased equipment.
On June 22, 2015, Mr. [redacted] called and requested to have account XXXXXXXXX disconnected as they were moving locations and the new location did not allow for satellite dishes to be installed. During the disconnection process, Mr. [redacted] was advised of the lease equipment recovery process, and informed that he would receive a UPS shipment with prepaid shipment labels and boxes to return the leased equipment. However, Mr. [redacted] did not use the new boxes sent, but the boxes sent to him when his original account was disconnected.
Due to this, ViaSat and UPS were unable to identify that the equipment received was for the new account (XXXXXXXXX), not the old account the tracking number was associated with. As the old boxes and labels were utilized ViaSat received notification from UPS that the equipment for account XXXXXXXXX was not received. Nevertheless, ViaSat was unable to collect the $324.75 on August 12, 2015 associated with failure to return the leased equipment. As the equipment has been returned, ViaSat has applied a credit to Mr. [redacted]'s account for the $324.75, and on September 12, 2015, Mr. [redacted]'s account will be brought to a zero balance.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viasat has not stated the events that transpired on this account correctly. They have stated the timeline of events to cover for their mistake. Any company that feels they have the right to just take money from a closed account wihout prior notifcation, is fraudulent, a customer must be given the benefit to prove they Have Complied.

Thank you for bringing Mr. [redacted]’s complaint to our attention.
The Customer Agreement signed by Mr. [redacted] on March 7, 2018 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Viasat’s billing dates occur every four...

days within a month.
The Customer Agreement also advises that ViaSat does not guarantee the Internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.
Our records show Mr. [redacted]’s service was installed on March 7, 2018. On March 8, 2018, Viasat charged Mr. [redacted] $84.82 in monthly service fees plus prorated charges based on the installation date. This payment failed.
Between March 8, 2018 and March 12, 2018, Mr. [redacted] called in several times regarding connectivity concerns. During this conversations, Mr. [redacted] was informed that weather outage over his service gateway was impacting his connection. On March 9, 2018, a service call was ordered, per Mr. [redacted]’s request. This service call was fulfilled on March 13, 2018; however, it was determined and confirmed by the customer that the service was working. Mr. [redacted] was provided with a total of $20.00 in downtime credits during this timeframe.
On March 19, 2018, Mr. [redacted]’s account was suspended for nonpayment of service. He called Viasat the same day because he was unable to connect, at which time he was informed of the status of his account. When Mr. [redacted] informed the Viasat representative of his previous connectivity issues and advised that he had not been made aware of the advanced billing, the Viasat representative offered him a goodwill credit of $25.00, which Mr. [redacted] accepted. Mr. [redacted] advised he would call back at a later time to do so. Mr. [redacted]’s account was resumed as a gesture of good will.
Viasat received a one-time payment of $54.82 from Mr. [redacted] on March 20, 2018.
Regarding Mr. [redacted]’s request that his bill be due on April 8, 2018, review of his account shows that his bill cycle occurs on the 8th of each month.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/22) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she [redacted] have experienced with ViaSat.
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 on the first page of the Customer Agreement, signed by Ms. [redacted] on [redacted] 19, 2015 (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. 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.
The Customer Agreement also requires subscribers to agree to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. ViaSat does not provide customers with a trial period of any kind for the service.
Ms. [redacted] contacted ViaSat on [redacted] 25, 2015 because she had exceeded her monthly data allowance. At this time, the ViaSat representative reviewed Ms. [redacted]'s data usage with her; provided her with some self-help options, including monitoring her usage online and purchasing more data; and advised her that she could use ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost. When Ms. [redacted] inquired about disconnecting, she was reminded of her signed Customer Agreement and ViaSat's 24-month minimum term, and advised that the early termination fees would be valid if she chose to disconnect her account. The ViaSat representative offered Ms. [redacted] 5 GB of free additional data to restore her speeds; Ms. [redacted] accepted this offer, and retained service with ViaSat. ViaSat has not had any further contact with Ms. [redacted] since this interaction.
Our records show that between [redacted] 20, 2015 and June 19, 2015, the majority of Ms. [redacted]'s data usage went towards storage (online backups, file transfers, browser downloads, etc.), web browsing, communications (email; audio/video chat, including third-party VoIP services, Skype, Facebook IM, etc.), and media (Netflix, Dish or DirecTV OnDemand, Spotify, etc.). Ms. [redacted]'s data usage reset to zero on June 20, 2015. Currently, she has only used 0.1 GB out of her 10 GB monthly data allowance.
In her complaint, Ms. [redacted] advises that she had seen her usage increase after having her modem unplugged. The monthly usage meter reflects the usage the last time the modem was online and the usage meter [redacted] 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 update. When Ms. [redacted] plugged her modem back in, her data usage meter was able to update to reflect her current monthly data usage.
ViaSat does not agree to waive Ms. [redacted]'s early termination fees in full if she chooses to move forward with the disconnection of her account. However, in order to come to a resolution regarding this complaint, ViaSat will waive half of the fee, leaving Ms. [redacted] responsible for a charge of approximately $172.50.
If Ms. [redacted] chooses to disconnect her account, she will be 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 UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include return instructions.
If Ms. [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for 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 do NOT accept this response as satisfactory. I was completely misled by the sales person. The only reason I accepted the 5 GB was it was my ONLY option. I was told there would be a trial period, just as others were told. You say that the data usage went towards online backups, file transfers, browser downloads, email, audio/video chat skpye, facebook, netflix, etc. The only thing we used was email and facebook. We didn't use videos, skype or anything else that would have caused this.
I am on a fixed income and refuse to pay $172.50!! This is not a resolution!!! I have NOT used any data as I continue to keep everything turned off and feel like I can't use the internet at all. I am afraid to be online at all anymore. I was told by your sales person and your installer that I would have more then enough data for what I needed. I was also told of a trial period. Both of these were lies. I am not happy at all. On the very few occasions that I do get online, the connection is so slow. I've never had such horrible service and will continue to share about this with others.
Final Business Response /* (4000, 15, 2015/07/08) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
We apologize that the speed of the service has not met Ms. [redacted]'s needs. Our review of her account, however, shows that she has never contacted ViaSat to advise that she has been experiencing any issue with the speed of her service outside of her service being slowed pursuant to ViaSat's Data Allowance Policy. Thusly, ViaSat has never been given the opportunity to look into or resolve her concerns. All of her calls to ViaSat have been in regards to her data allowance.
As previously stated and as no opportunity has been presented to ViaSat to resolve Ms. [redacted]'s issues, ViaSat does not agree to waive her early termination fees in full. However, ViaSat still agrees to waive half off the charge if she chooses to move forward with the termination of her service.
If Ms. [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
This will be ViaSat's final response to this matter. Thank you for the opportunity to respond.
Final Consumer Response /* (4200, 17, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your response to our extremely slow connection is such a generic response. I might be able to accept that it [redacted] vary, but that is not the case for us. It is ALWAYS bad. You can try to blame it on my computer, router or whatever excuse you want to use, but I have NEVER experienced such horrible speeds for internet. I do NOT accept your waiving of half the early termination fees. That is ludicrous. Why should I have to pay any fee to have such horrible connection??? I have done a lot of research and read all of the thousands of bad reviews of your company. I am not alone with my complaints. I will continue to fight this, and will continue to get on to other sites to spread the word of this terrible service. The ONLY response that I will find acceptable is to have this contract terminated without any further fees.