ViaSat, Inc.

Thank you for bringing Mr. [redacted]’s response to ViaSat’s attention. We apologize that Mr. [redacted] feels the way he does. ViaSat did complete their investigation which was explained on the previous response. We apologize if Mr. [redacted] feels this was not communicated to his satisfaction. ViaSat will honor the waiver of the early termination fees when Mr. [redacted] is ready to disconnect. Mr. [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Ms. [redacted] was receiving Viasat’s Unlimited Data Silver 25 service plan at $150.00 a month, Viasat’s Voice service at $29.99 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 www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, 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 150 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 exede.com/legal.
Other third party programs and devices used to count data usage may overstate or understate the total amount of data that passes through Viasat’s modem. The accuracy of such third-party programs and devices will differ from Viasat’s data usage meter because those devices do not reside within the Viasat network and the modem.
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] called Viasat numerous times between December 1, 2017 and January 28, 2018 regarding connectivity and speed issues, as well as service call scheduling concerns. During this timeframe, Ms. [redacted] was guided through troubleshooting, and provided with goodwill credits totaling $100.86 as well as a monthly discount of $10.00 off her bill per month for 12 months. In addition, the several service calls were ordered for Ms. [redacted].
As resolution to a previous Revdex.com complaint filed by Ms. [redacted] (Complaint No. [redacted]), Viasat applied a credit of $150.00 to Ms. [redacted] account on January 4, 2018. In addition, Viasat informed Ms. [redacted] that she could disconnect with no early termination fees if the service was not meeting her needs.
Ms. [redacted] called Viasat on January 28, 2018 to disconnect her account, at which time a request for the waiver of her early termination fees was escalated. Viasat has waived Ms. [redacted] early termination fees as of January 29, 2018.
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 [redacted] 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.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Ms. [redacted] called to disconnect the account on December 7, 2015 and at that time the agent that Ms. [redacted] spoke with requested a refund of $67.38 which...

was rejected due to numerous reasons. Ms. [redacted] never made a payment of $67.38 to the account and the previous payments failed on the account. ViaSat's last payment collected prior to December 24, 2015 was on November 6, 2015 for $60.58 which was a valid charge at the time. ViaSat has multiple failed payments to the account under Ms. [redacted]'s name. ViaSat did collect a valid charge of $92.38 on December 24, 2015 to bring the account balance to $0 for the failed payments on the account. ViaSat does not issue refunds for unused services on the account. In order to arrive at a resolution at this time ViaSat will issue a onetime refund of $92.38 back to Ms. [redacted] but no further refunds will be issued as all charges were/are valid. Ms. [redacted] will see the refund of $92.38 back to her payment method within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
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 Ms. [redacted]'s on December 12, 2015 and available at exede.com/legal. An account cannot be established without the customer's electronic signature. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction.
On December 16, 2015 Ms. [redacted] contacted ViaSat's customer service department to discuss the lease fee agreement as she believed she was to be on the 24 month prepaid lease agreement, but thought she was paying for a monthly agreement. During her conversation with ViaSat's customer service department she was advised that it appeared that the order was not placed correctly and she was in fact paying a monthly fee; however, that this could be corrected.
However, Ms. [redacted]'s account was correctly set up with the 24 month prepaid lease fee of $199.99. The charge for the prepaid lease fee occurred on December 10, 2015. On December 16, 2015, ViaSat collected $59.32 for the monthly service charge. This bill did not include any charges for monthly lease fee of her ViaSat equipment.
ViaSat does not agree to disconnect Ms. [redacted]'s account with waiver of the early termination fees in their entirety. If Ms. [redacted] wishes to disconnect her account, ViaSat will agree to waive half of the early termination fees of approximately $345.00, not including taxes. ViaSat believes this is an acceptable agreement as we have provided Ms. [redacted] with the services assured and prepaid lease fee. Again, if Ms. [redacted] wishes to disconnect her account with waiver of the early termination fees she may contact ViaSat's customer service department at ###-###-#### and reference ticket number [redacted]
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:They did put my service back to the Essential 10 but they did not clear our data used. If we had been on the plan we were supposed to be, we would not have used up our 10gb of data. And we still have 17 days to go in the month.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/09/28) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused her. At the time of sale customers are made aware of ViaSat's Data Allowance Policy and how to access their usage meter...

on their myexede home page. We apologize if Ms. [redacted] feels this information was not communicated to her satisfaction. At this time ViaSat does not provide a daily, weekly or monthly break down of exactly what Ms. [redacted] is using her service for. ViaSat offers each customer the opportunity to track their usage at myexede.com this will allow the customer access to their current usage but will not break down the actual usage. Ms. [redacted] is welcome to contact customer service at any time XXX-XXX-XXXX to discuss a breakdown of the usage, but again this will only show certain information. We apologize and ViaSat is looking into future improvements regarding the data usage breakdown. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this business is falsifying my data usage. If I can't see the data usage breakdown myself, I will not be convinced otherwise. Their data meter is a pie chart showing how much data has been used but not what it was used on. The business did tell me how to view my data but did not explain I will never be able to see for myself the breakdown of how it was used.
As I stated in my complaint, my family has decreased our internet usage to almost nothing and still get the same results month after month. I pay a lot for their service and expect to see what my money is buying me.
If it was just me with this complaint against this business it would be one thing but I have heard from others the same complaints. Also, this business' policy is to share my data usage information with a third party but not me, the customer. I think if they can do that, they can "share" it with me.
At the very least, they should change their advertising for the plan I'm on to "you can't do very much with 10gb, might as well spend another $80 a month and get our biggest plan". Because they lead you to believe you can be on facebook and download short 1-3 minute videos, or surf the web and 10gb will be plenty of data.
Final Business Response /* (4000, 10, 2015/09/30) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. We apologize that Ms. [redacted] feels the way she does regarding the services she has purchased. At this time ViaSat cannot provide Ms. [redacted] with a breakdown of the usage unless she decides to call customer service a call at XXX-XXX-XXXX and authorizes the agent to discuss the usage. We apologize for any inconvenience this has caused. The meter that ViaSat provides to each and every customer is accurate and ViaSat stands by their usage meter. If Ms. [redacted] feels the service will not meet her needs or expectations ViaSat is willing to let Ms. [redacted] out of contract with no early termination fees. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’s rebuttal to our attention.
As previously stated, ViaSat listened to Ms. [redacted]’s February 14, 2016 call. At no point during this conversation was Ms. [redacted] informed that she had 8 months left in her 24-month minimum service term. When reviewing the disconnection disclosures with Ms. [redacted], the ViaSat representative told her that she had approximately 6 months remaining.
The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signed. Our records show Ms. [redacted]’s minimum service term started on August 3, 2014. The end date of her contract is August 2, 2016. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms. [redacted]’s electronic signature on the Customer Agreement dated August 3, 2014. A copy of Ms. [redacted]’s electronically signed Customer Agreement has been attached for her review and records. ViaSat has also sent a physical copy to her as of March 8, 2016.
Ms. [redacted] sent emails on February 14, 2016 and February 22, 2016. Our records show that the responding ViaSat representatives attempted to reach out to Ms. [redacted] via telephone to process her disconnection request, but there was no response. Our records also show that the representatives also responded to Ms. [redacted] via email advising her to call in to ViaSat’s 24-hour Customer Service Department to have her disconnection processed, as ViaSat does not accept termination requests via email. We apologize if Ms. [redacted] did not receive these emails.
As of March 8, 2016, Ms. [redacted] has approximately 5 months left in her minimum service term, making her early termination fees approximately $72.58. Currently, her account is still active. If she would like to disconnect, she may do so at any time by contacting ViaSat’s 24-hour Customer Service Department at ###-###-####.
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. ViaSat shows that Ms. [redacted] contacted Customer Care on November 30, 2016 when she started experiencing issues with the service. During this phone call it was...

determined that a service call would be need so one was created. On December 1, 2016 Mr. [redacted] called in stating he had no connectivity and during this phone call conversation he was advised that the previous service call was closed and a new one would need to be created. ViaSat received no further contact from Mr. or Ms. [redacted] until March 2, 2017 when they called to get refunds for December, January, and February as they thought they had disconnected their account. ViaSat records and documents all calls that are made and we have no record that Mr. or Ms. [redacted] called to have the account disconnected in November of 2016. In order to arrive at a resolution ViaSat has agreed to refund December’s payment of $45.18, January’s payment of $145.02, and February’s payment of $145.02 for a total refund of $335.22. ViaSat does not agree to refund the overdraft charges as there is no documentation supporting the disconnection. Mr. and Ms. [redacted] will see the refund within 3-5 business days back to the payment method that was on file. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

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.

Complaint: [redacted]
I am rejecting this response because:I have called that number 3 times a week since December of last year every time I call they are very friendly and "ok you should have a box with in 3-5 days and if not please notify us" I have not received a box and I have 300.00 worth of charges on my account!!! I have not checked my credit report yet but they state If this is not taken care of I will be turned over to collection. This is the worst company I have ever dealt with!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
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 Ms. [redacted] on July 31, 2015, and it is 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. 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.
Ms. [redacted] contacted ViaSat's Customer Service Department on August 11, 2015 to discuss the disconnection of her account. During her conversation with ViaSat's customer service department, Ms. [redacted] was advised that should she disconnect she would be responsible for early termination fees. Ms. [redacted] did decide to move forward with the disconnection of her ViaSat account.
As a gesture of good faith ViaSat will agree to refund the $370.86 collected on September 2, 2015. This refund will be issued back to the payment method on file on September 3, 2015 and should be received within three to five business days. However, Ms. [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 UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response and appreciate the fact that they are willing to refund. I understand all the information provided in the above message however, my complaint was that it was totally misrepresented to me at the initial call. The equipment has already been returned, it was sent USPS on Friday August 28th, 2015. Please see photo attached from the post office. I would hate for you to charge me $300, when I did in fact send the equipment back. Thank you, [redacted]
Final Consumer Response /* (3000, 14, 2015/10/12) */
As the defendant said in their response that they would reimburse the $370.86-to this day they still have not credited my credit card. I would like to know why and what the hold up is?
Final Business Response /* (4000, 16, 2015/10/14) */
It is unclear the rebuttal Ms. [redacted] has submitted. ViaSat has issued Ms. [redacted] a refund of $370.86 for the payment collect on September 2, 2015 and no charges have occurred for failure to return the leased equipment. Currently, Ms. [redacted]'s ViaSat account has a zero balance. Thank you.

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.

Thank you for bringing [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively...

impact the network performance of all customers. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by [redacted] on June 27, 2016. 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 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. ViaSat understands that the service is not going to meet [redacted] needs or expectations. In order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account. [redacted] bill cycles on the 28th of every month so he will want to contact customer service at [redacted] on July 27, 2016 and reference ticket number [redacted] to have the account disconnected. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat understands that Ms. [redacted] has been experiencing phone/internet issues and is unable to call into customer care to have the issues fixed. ViaSat has placed an open...

order with their phone experts to have someone reach Ms. [redacted] to correct the issues. Should Ms. [redacted] need an alternative phone number for technical issues she can contact Customer Care at ###-###-####. Due to the inconvenience ViaSat has placed a refund of $85.88 back to Ms. [redacted]’s payment method on file and she will see that refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on October 28, 2014 and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service...

term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. Early termination fees are charged on the bill cycle date following a customer’s disconnection date. Our records show Mr. [redacted] was charged on the 1st of every month.
ViaSat sends customers email notifications when their bill is due. Our records show this email would have been sent to Mr. [redacted] at [redacted]@gmail.com.
Mr. [redacted] contacted ViaSat on December 9, 2015 to disconnect his account, at which time he was reminded of his signed Customer Agreement and advised his payment method would be charged early termination fees of approximately $165.00. When Mr. [redacted] asked when he would be charged, the ViaSat representative accurately advised him that he would be charged on January 1, 2016, as that was his bill cycle date. Mr. [redacted] was also reminded that, pursuant to the Customer Agreement, he was responsible for returning ViaSat’s modem and transceiver within 30 days after his disconnection, or he would be charged an unreturned equipment fee of $300.00, not including taxes. Mr. [redacted] agreed and moved forward with disconnecting his account.
ViaSat received Mr. [redacted] modem and transceiver on December 23, 2015. On January 1, 2016, ViaSat collected a payment of $148.06 in early termination fees from Mr. [redacted], as he was advised.
We apologize for any frustration Mr. [redacted] may have experienced. 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.

Initial Business Response /* (1000, 5, 2015/08/31) */
03.31.2015: Customer educated on data plans, DAP, and the high causes of usage. Customer using [redacted] Agent educated on streaming and the video quality. Scheduling apps for downloading during the LNFZ. Went over the customer's high usage days....

Customer had multiple devices. Used to cable. Aware of the data caps at the point of sale.
06.28.2015: Customer called because the service/DAP didn't work for them. Agent advised the ETFs would be approximately $120. (inaccurate)
17.21.2015: Customer under the impression that the charge of $90.78 was for ETFs. Agent advised no.
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
The Customer Agreement provided to each new subscriber, signed by Mr. [redacted] on March 19, 2015 and also available at exede.com/legal, requires subscribers to commit to a 24-month minimum service term. If service is canceled prior to the minimum service term, early termination fees of $15.00 a month per remaining month in the minimum service term will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
Our records show Mr. [redacted] contacted ViaSat on June 28, 2015 to disconnect due to his dissatisfaction with ViaSat's Data Allowance Policy. During this conversation, the ViaSat offered Mr. [redacted] a free month of service if he would keep the account, but Mr. [redacted] declined the offer. At this time, the ViaSat representative advised Mr. [redacted] of all disconnection disclosures, including the early termination fees. The ViaSat representative also inaccurately advised Mr. [redacted] that his early termination fees would be approximately $120.00. As Mr. [redacted] had 20 months left in his minimum service term, his early termination fees would have been approximately $300.00. Unfortunately, Mr. [redacted]' account was not disconnected at this time, per his request. We apologize for any inconvenience this may have caused him to experience.
On July 20, 2015, ViaSat collected a payment of $90.58 from Mr. [redacted] for his monthly service fees. Mr. [redacted] contacted ViaSat on July 21, 2015 regarding the charge to his account, at which time he was advised that it was for monthly service fees and that his account was still active. The ViaSat representative moved forward with successfully disconnecting Mr. [redacted]' account, and escalated a refund request for the payment of $90.58. This refund was processed to Mr. [redacted]' payment method on July 24, 2015.
ViaSat collected a payment of $284.52 for Mr. [redacted]' early termination fees on August 20, 2015. Mr. [redacted] called ViaSat again on August 21, 2015 regarding the fee, advising that he had been under the impression his early termination fees would only be $90.00. At this time, the ViaSat representative reminded Mr. [redacted] of his signed Customer Agreement and advised that the early termination fees of $284.52 were valid.
In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $194.52 to Mr. [redacted]' payment method. This amount is for his early termination fees minus the $90.00 he thought he would be charged.
Regarding his issue with the dealer, ViaSat has internally escalated a request for the correct department to review the issue and resolve accordingly.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they wont be able to refund us on our credit card because I had it closed so they could not charge me again. they will have to write us a check or contact us so we can give them the info of our new card.
thank you for the help and thank exede for the quick response.
Final Consumer Response /* (3000, 14, 2015/10/12) */
we have not received payment from exede. can you find out if they sent it ?
thanks
Final Business Response /* (4000, 16, 2015/10/13) */
Thank you for bringing Mr. [redacted]' rebuttal to our attention.
Our review of Mr. [redacted]' account shows that the refund of $194.52 mentioned in ViaSat's initial response was not processed as promised. We apologize for any inconvenience this may have caused Mr. [redacted] to experience; however, our records show ViaSat received a dispute from Mr. [redacted]' bank on September 3, 2015 for the early termination fees of $284.82. ViaSat honored this chargeback on October 12, 2015.
We apologize for any inconvenience Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

We apologize for any concerns or frustration [redacted] has experienced with the speeds of her ViaSat services.   As of today, September 20, 2017, [redacted] is receiving average speeds of 15.29 (download) and 4.07(Upload). [redacted]’s speeds are within the range for the service plan.   It is our goal to provide customers with the best internet experience possible.  However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, whether 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 to a customer.   ViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.   On August 16, 2017, [redacted]’s usage reset; however, on August 21, 2017, [redacted] had gone over her usage. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowance. This means that web pages and email will take significantly longer to load and most other internet activities will not work. As of today, September 20, 2017, [redacted] has used 7.2 GB’s of her 10 GB plan.   Again, we apologize for any confusion or frustration this situation might cause. If [redacted] continues to experience issues with her speeds or ViaSat services, she may contact ViaSat’s 24-hour Customer Service.   Thank you.

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any issue she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on January 6, 2015 and also available at exede.com/legal, requires...

subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are advised of the early termination fees at the point of sale, and are reminded of them at the time they elect to disconnect prior to the expiration of the minimum service term.
Ms. [redacted] contacted ViaSat on May 11, 2015 because she was experiencing an issue with her connection. Before the ViaSat representative could guide Ms. [redacted] through troubleshooting, her services can back online. Ms. [redacted] did not report any further connectivity issues until June 9, 2015, at which time she also mentioned having a concern with her data. During this conversation, the ViaSat representative reviewed the diagnostics from Ms. [redacted]'s modem, and determined that there was an issue with the alignment of her antenna which was most likely the cause of her data and connectivity concerns. A complimentary service call was ordered for Ms. [redacted]. Our records show ViaSat's technician went out to Ms. [redacted]'s home on June 11, 2015, at which time her antenna was realigned and the dish tightened.
ViaSat had no further contact from Ms. [redacted] until July 29, 2015, when she called to inquire about disconnecting, citing ongoing connectivity and data issues. As Ms. [redacted] did not report these ongoing issues to ViaSat, the ViaSat representative reminded Ms. [redacted] of her signed Customer Agreement and the applicable early termination fees. Ms. [redacted] chose not to move forward with the disconnection of her account at this time.
ViaSat does not agree to waive her early termination fees if she chooses to move forward with the disconnection of her account. Ms. [redacted] 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 illustrated instructions on what equipment she will need to return.
If Ms. [redacted] would like to move forward with the disconnection of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the product is not working up to the standard in which I fully expected and signed a contract for, then they should let me terminate early without termination fees. OR get their product to work. I am more than willing to pay for a product that works! I have inquired several times about my data usage and was on the phone for a half hour waiting... I still have no idea the usage nor did they rep call me back after getting disconnected. That is poor customer service. I want a product that works. I have also inquired about the product not working for several days. I kept getting a message that said I used all my data for the month (which was odd since the Internet is never being used), and when I called I was told that they could see it wasn't working and this hapened to a lot of people. So if that's the case why didn't anyone place a call to to let me know. I'm am looking to return equipment and cancel agreement as their product does not work.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Ms. [redacted] has been advised that ViaSat will need 30 day rolling bank statements from each account that they are showing the charges from. ViaSat has not received the...

proper documentation to start the investigation. Based off the documentation that we have received ViaSat has advised Ms. [redacted] that we show a joint account and each charge has a corresponding reference number. The reference numbers match for the charges on both attachments. With the current information that we have received we show the same reference number which would tell ViaSat that there is a joint account and that the charge is only being removed once. The documentation that Ms. [redacted] has provided is not sufficient to show double charges. ViaSat has attempted to locate a possible second account as well and was unable to do so. At this time Ms. [redacted] will want to fax over rolling 30 day bank statements from each account showing the double charges, she can contact her financial institution and they will know what a 30 day rolling bank statement is. Thank you for allowing ViaSat the opportunity to respond.