ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Upon further review of the complaint, ViaSat has determined that Ms. [redacted] was charged a total of $318.00 on September...

11, 2015 for a non-returned modem and tria. Per the signed customer agreement it is the customer's responsibility to return the equipment within 20 days of disconnecting the account using the prepaid shipping label and box that ViaSat supplies via UPS. On September 16, 2015 ViaSat did receive the modem back from Ms. [redacted]; however, the tria was still missing. Ms. [redacted] called ViaSat on September 24, 2015 and scheduled a service call to have the technician come and remove the tria from her home. Ms. [redacted] will still be responsible for sending back that piece of equipment. In order to arrive at a resolution ViaSat has agreed to issue back the full refund of $318.00 to Ms. [redacted] today September 28, 2015 and she will see that refund within 3-5 business days. The charge of $208.06 for the early termination fees are valid and will remain valid on the account. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Mr. [redacted] was charged $325.50 on July 20, 2015 for non-returned equipment on the original account. On July 22, 2015...

ViaSat credited off the charges of $325.50 and on July 23, 2015 a refund of the $325.50 was issued back to Mr. [redacted]'s payment method. Mr. [redacted] will see the refund within 3-5 business days. Both accounts under Mr. [redacted] are now showing disconnected in full. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat didn't even acknowledge that they charged me for several months on an account that they opened in my name without my knowledge. I moved so I should've had one account, but they left the the account at my old address open, then proceeded to open a second account at the new address and charged me for both. When I finally realized why my bill was so high, I was told they could only give me a partial refund. They only refunded me for 6 months worth of billing, when it was their mistake in the first place. I want all of my money back.
Final Business Response /* (4000, 9, 2015/07/31) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. Per ViaSat's business policy, when a customer moves service ViaSat requires a customer to sign a new 24 month agreement which is for starting a new account. It is the customer's responsibility to disconnect the previous account when the new account is active and installed. ViaSat agreed to issue a refund of $243.17 back to the customer for the months paid but will not issue a refund for the remaining months. At this time Mr. [redacted] has received all the refunds that ViaSat has agreed to. Thank you for allowing ViaSat the opportunity to respond.

ViaSat stands behind our previous replies, and the times she contacted ViaSat regarding her account and the connectivity associated with the data allowance policy. As of today, September 13, 2016, Ms. [redacted] has used 10.1 GB of her 10.0 GB plan in one day. Her usage will not reset again until October 12, 2016. Again, ViaSat believes in a consultative sales process and it is not ViaSat’s intent to sell services to customers that are a poor fit for a data limited service.  If Ms. [redacted]’s has other Internet service options that she would rather have than ViaSat’s, she may disconnect her account and ViaSat will waive any early termination fees.If Ms. [redacted] wishes to disconnect her ViaSat account, please have her contact ViaSat’s 24-Hour customer service at ###-###-#### and reference ticket [redacted].

Complaint: [redacted]
I am rejecting this response because: I called Excede (via sat) and they checked and my modem is completely down and not getting any signal. I had to add a care plan and pay more to get them to schedule a time to fix this.  They may have slowed it down at some point but the lights on modem are not correct and over the phone their customer service told me I was completely down. I don't feel I should have to pay extra for them to fix their equipment that was made clear to me it was their equipment.  If I'm being held to my two year contract then they should have to fix the equipment so they can offer me the service they promised free of charge.  I could see if it was my equipment, but it belongs to them.
Sincerely,
[redacted]

[redacted]ViaSat apologizes for any confusion surrounding her services, and misinformation provided to her by customer service. However, the service issues she is experiencing, as stated in our previous reply, are directly related to the breach in the data allowance policy. As of today, May 23, 2016, Ms. [redacted] has used 16.5 GB of her 10 GB plan. Between April 22, 2016 (our last reply) and May 8, 2016 (usage reset date), Ms. [redacted] used an additional 24.2 GB of the previously advised 11.1 GB. Therefore, in the month of April, Ms. [redacted] used 35.3 GB of her 10.0 GB plan. If Ms. [redacted] believes that the service issues are directly related to her modem, please have her contact customer service. As she has again gone over her usage, ViaSat encourages her to purchase additional usage in order to attempt to resolve any issue. Ms. [redacted] may contact ViaSat’s 24-Hour customer service at 1-855-463-9333 and reference ticket [redacted]. Thank you.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any misunderstanding she may have experienced with ViaSat’s Data Allowance Policy.
Ms. [redacted] is currently receiving ViaSat’s Liberty 12 GB – Boost 25 + Wi-Fi plan at $79.99 a month, plus applicable taxes and a $9.99...

monthly equipment lease fee. This service plan provides 12 GB of monthly Priority Data allowance for use at download speeds up to 25 Mbps and upload speeds up to 3Mbps. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms. [redacted] on August 12, 2016.
ViaSat received a call from Ms. [redacted] on August 29, 2016 because her speeds were slow, at which time it was determined that she had exceeded her monthly Priority Data. During this conversation, the ViaSat representative reviewed ViaSat’s Data Allowance Policy with Ms. [redacted] and advised her that she could transition her service plan. As Ms. [redacted] was not home at the time of the call, she advised she would call back to either transition her service plan or disconnect her account.
Ms. [redacted] called back on September 1, 2016, at which time she requested the disconnection of her account due to the data limitations and the cost of monthly service. During this conversation, Ms. [redacted] expressed her concerns that she had not been informed of the Data Allowance Policy at the point of sale. Ms. [redacted] was advised that she would be charged early termination fees if she disconnected service, and it was recommended that she reach out to [redacted] regarding her point of sale concerns. Ms. [redacted] advised that she would call back and ended the conversation. Her account remained active.
A second call was received from Ms. [redacted] the same day, at which time she once again requested the disconnection of her account. The ViaSat representative advised Ms. [redacted] that she could transition her service plan to one that better suited her needs, but Ms. [redacted] declined and requested to speak to a supervisor regarding the early termination fees.
During her conversation with the ViaSat supervisor, Ms. [redacted] was offered a monthly discount of $10.00 off her bill per month for 12 months if she would retain service. This offer was declined. Ms. [redacted] also declined to transition her service plan and an offer of 5 GB of free additional data. At this time, the supervisor informed Ms. [redacted] that the early termination fees would be valid, pursuant to the Customer Agreement. The supervisor also discussed the Data Allowance Policy, sales disclosures, and welcome email that ViaSat sends to all customers with Ms. [redacted]. Ms. [redacted] advised she would be disconnecting her account on or before September 15, 2016, to avoid being charged for another month of service.
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 will agree to waive Ms. [redacted]’s early termination fees in full, provided that she disconnects prior to September 16, 2016.
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.
If Ms. [redacted] would like to move forward with the termination of her service, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no. [redacted].
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. I would also implore ViaSat to consider updating it's business practices to promote more fairness to it's customers by offering the option to schedule disconnects to occur at the end of the billing period or allow the customer the option to pro-rate any unused days during the billing period for immediate cancellations.I appreciate ViaSat's willingness to come to a resolution.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Mr. [redacted] was responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or he 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 delivery was attempted; however, Mr. [redacted] never received. ViaSat only sends the box and label as a courtesy. ViaSat charged Mr. [redacted] on January 30, 2017 when the equipment was not returned. The total charge was $324.75. When ViaSat attempted to collect this payment it failed multiple times. On April 28, 2017 the payment of $324.75 went through. Mr. [redacted] received the box and label and sent the equipment back which ViaSat received on April 21. 2017. ViaSat has credited back the account and issued a refund of the $324.75 back to the payment method today May 5, 2017. Mr. [redacted] will see the refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our [redacted].Our review of Mr. [redacted] account shows that he contacted [redacted] on December 2, 2017 to order [redacted] service bundled with Viasat’s internet service. The [redacted] sales agent was required to make Mr. [redacted] aware of the following...

points.  We apologize these points were not communicated to Mr. [redacted] at the point of sale.Unfortunately, purchasing Viasat’s service with [redacted] does not bundle the billing.  Viasat and [redacted] handle customer billing for their own services and therefore, Mr. [redacted] was billed separately by Viasat for Internet service.  It is our goal to provide you 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, 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 to you.   Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records indicate that Mr. [redacted] services with Viasat are still active. If Mr. [redacted] would like to discontinue his services, Viasat will agree to waive his early termination fees in full. A review also indicates that Mr. [redacted] has a past due balance of $51.05 for services billed in advance on January 8, 2018. Viasat will also agree to waive this balance as of January 10, 2018 in a gesture of good faith to Mr. [redacted] for the any misinformation he might have received at point of sale. Should Mr. [redacted] choose to disconnect services with Viasat, he is responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr. [redacted] would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at ###-###-#### in reference to ticket no. [redacted]. Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. [redacted] contacted ViaSat regarding connectivity issues with his service. ViaSat attempted to correct the issue by troubleshooting with [redacted]. Unfortunately the troubleshooting did not help correct the issue. On June 28, 2016 ViaSat agreed to send a technician to [redacted]’s home at no charge to correct the point and peak issue that we saw on our end. This service call was completed on July 1, 2016. In order to arrive at a resolution ViaSat offered the free service call charge and has placed two free months of service credits to the account for [redacted]. Should [redacted] have any other issues regarding the connectivity of the service he can contact customer care at [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] response to ViaSat’s attention. As stated in the previous response ViaSat has agreed to waive the full amount for the early termination fees; however, there will be no refunds issued as the service was installed and used. In order to arrive at a resolution ViaSat will also agree to waive the cost of tria so that Mr. [redacted] does not need to go on his roof to retrieve this piece. Mr. [redacted] will just want to make sure that the modem is returned. 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. Thank you so much for helping my mother.  It's a sad day when people take advantage of the elderly.  Had they checked with their collection agency who  told us to send a money order, (which they told me on the phone they don't use collection companies.) this would have be resolved immediately but instead they just kept at me to pay on the phone.   I checked my mother's bank account and the debit they said they were going to take out was not debited.I greatly appreciate your exceptional service Revdex.com! Sincerely, [redacted]Daughter of [redacted] 
Sincerely,
[redacted]

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy.
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy 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; it is also addressed on the first page of the Customer Agreement, signed by [redacted] on May 27, 2016 (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.
[redacted] was receiving ViaSat’s Liberty 18GB plan at $99.99 a month, 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.
Our records show [redacted] contacted ViaSat on May 28, 2016 because she’d used 75% of her priority data. During this conversation, the ViaSat representative reviewed [redacted]’s usage, advising that it had gone towards media (YouTube, Amazon Video). The representative advised [redacted] that video streaming and downloading would consume a lot of her data, and recommended that she switch the quality of the videos from high definition to standard definition.
[redacted] called again on June 3, 2016 because she had exceeded her monthly priority data and was receiving Liberty Pass speeds, per the Data Allowance Policy. During this conversation, a ViaSat representative reviewed [redacted]’s data usage and advised her that her data had gone towards media and social networking. When [redacted] requested the disconnection of her account because she felt she’d been misinformed at the point of sale, she was advised that the early termination fees would be valid, per the Customer Agreement.
The Customer Agreement 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.
In order to come to a resolution regarding this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat is willing to waive [redacted]’s early termination fees in full. As ViaSat does not provide any prorated refunds for unused services, ViaSat does not agree to issue her a prorated refund of the $113.64 she paid on May 28, 2016 for monthly service.
Regarding the noise [redacted] heard coming from the satellite dish, ViaSat’s transceiver does make a noise when it’s in pointing mode. Typically, this noise stops after the service has been installed. Unfortunately, as [redacted] has disconnected her service, ViaSat is unable to confirm whether or not the transceiver was faulty.
Regarding the $60.00, this is a fee used to validate available funds on a credit card at the point of sale. ViaSat does not collect this amount, and released it immediately. Depending on a customer’s bank, it can take up to 30 days for the bank to deposit the money back into a customer’s account. If this amount has not been returned to [redacted], she will need to discuss the matter with her bank.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention.
The Customer Agreement provided to each new customer and signed by Mr. [redacted] on November 8, 2016 and also available at [redacted], commits each customer to a 24-month minimum service term and states that early termination...

fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. ViaSat does not provide a trial period for the services.
Each customer has access to ViaSat’s Customer Agreement at [redacted]. 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. We apologize if Mr. [redacted] was unable to review this email prior to the installation of his service.
Our records show Mr. [redacted] ordered service through an authorized ViaSat dealer on November 8, 2016, and the services were installed at his home the same day.
On November 9, 2016, Mr. [redacted] contacted ViaSat to express his dissatisfaction with the service and to disconnect his account. When he was reminded of the 24-month minimum service term and the early termination fees, Mr. [redacted] advised he would discuss the matter with his bank and ended the call. ViaSat received another call from Mr. [redacted] the same day, at which time he advised that he felt he had been misinformed at the point of sale. The ViaSat representative reviewed the details of Mr. [redacted]’s service plan with him.
Mr. [redacted] called back on November 10, 2016, at which time his call was transferred to a ViaSat supervisor, per his request. At this time, Mr. [redacted] was advised that the early termination fees were valid; however, the supervisor offered to waive $125.00 from the early termination fees if Mr. [redacted] chose to disconnect service. The supervisor also informed Mr. [redacted] that they could escalate a request to have the entire early termination fee waived, but that it was subject to approval and if it was denied, he would not be eligible to receive the $125.00 either. Mr. [redacted] understood.
On November 18, 2016, Mr. [redacted] called ViaSat regarding the discount off his early termination fees, at which time the ViaSat representative reviewed Mr. [redacted]’s account and advised him that the discount of $125.00 would leave him with early termination fees in the approximate amount of $220.00. Mr. [redacted] requested to speak to a supervisor, and was transferred to one accordingly. At this time, the ViaSat supervisor reviewed all of the disconnection disclosures with Mr. [redacted] and terminated his account, per Mr. [redacted]’s request.
In recognition of Mr. [redacted]’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in full. This has been processed as of November 22, 2016. Mr. [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 Mr. [redacted] complaint to our attention.
The Customer Agreement, signed by Mr. [redacted] on September 20, 2012, advises that customers are responsible for returning Viasat’s modem and transceiver within 30 days after disconnection. Failure to do so will result in an unreturned...

equipment fee of $300.00, not including taxes. Viasat supplies customers with a [redacted] box, free return [redacted] shipping label, and illustrated instructions within a week after disconnection. All of Viasat’s equipment return kits are generated through UPS. Viasat does not generate shipping materials through [redacted] for the return of customer equipment.
Our records show Mr. [redacted] called Viasat on December 15, 2017 to disconnect service, at which time he was informed of the disconnection disclosures, including the return of the equipment.
Viasat received notification on January 16, 2018 that Mr. [redacted] had not returned his equipment. Subsequently, the same day, he was charged $308.70 in unreturned equipment fees. Mr. [redacted] contacted Viasat the same day regarding the charge. When he was informed that it was for the unreturned equipment, he advised he would call back with a tracking number as he had returned it. He was correctly informed that once the equipment was confirmed as being returned, he would receive a refund. Mr. [redacted] called back later the same day with tracking information for a [redacted] shipment, and was informed that he would need to reach out to [redacted] for a shipping status as he had not used the [redacted] label provided by Viasat.
Mr. [redacted] called back on January 17, 2018 regarding the unreturned equipment fee, and was informed that a refund would not be issued until it was confirmed that the equipment had been received by Viasat. Mr. [redacted] was also correctly informed that Viasat did not use [redacted] for its equipment return kits.
Viasat’s Corporate Resolution Team (CRT) received faxed correspondence from Mr. [redacted] on January 18, 2018 regarding the unreturned equipment fee. In response, a CRT representative attempted to reach out to Mr. [redacted] on January 19, 2018 to advise that the [redacted] shipment was still noted to be in transit, per the tracking information, but there was no answer and no opportunity to leave a message.
No further contact was received from Mr. [redacted] until February 26, 2018 regarding the unreturned equipment fee, at which time a request to Viasat’s Logistics Department was escalated for information on the equipment’s return. On March 12, 2018, a CRT representative reached out to Viasat’s Logistics Department regarding Mr. [redacted] equipment, at which time it was confirmed that Mr. [redacted] equipment had not been returned; however, it was later determined that the [redacted] shipment had not been researched. The CRT representative reached out to Mr. [redacted] to inform him of the findings and that they would further investigate the [redacted] shipment.
On March 16, 2018, Viasat received a chargeback of $308.70 from Mr. [redacted] financial institution. In response, Viasat honored the chargeback and sent the funds back to Mr. [redacted] payment method.
We apologize for any frustration Mr. [redacted] may have experienced. We feel the actions taken by Viasat adequately address Mr. [redacted] complaint.

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 if ViaSat also waives the early termination fee as previously offered.  I have received a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver.  This will be returned upon receipt of the $68.50 charged to my wife's credit card. Again, as previously stated, at no time did I, [redacted], authorize the charge or provide any authorization of my electronic signature.   Also, as previously stated, the sales representative was not truthful in disclosure of the fees, or the service plan.  I strongly urge ViaSat to review training of their employees, and possibly record, with permission of the parties, so that future customers are protected from unscrupulous business practices, which may also have violated Federal or State of Florida laws. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/21) */
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 the complaint filed by Mr. [redacted], ViaSat shows that Mr. [redacted] was originally installed by...

[redacted] This is when the dish was installed on the roof and should have been placed on the pole. When ViaSat set-up a new service call to have the dish moved to a pole it was sent to a new company by the name of [redacted] and they are now asking for a payment to do the pole mount. ViaSat has contacted [redacted] and [redacted] and will make sure that Mr. [redacted] is contacted and scheduled to have the dish moved to a pole at no charge to him. ViaSat has already compensated Mr. [redacted] 2 free months of service with each credit being valued at $49.99; in addition ViaSat will add another free month of service valued at $49.99. ViaSat feels this adequately addresses Mr. [redacted]'s concerns. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] did make contact with ViaSat's customer service department on August 24, 2015 to request a service call be scheduled for removal of the leased equipment. During his conversation with ViaSat's representative, Mr. [redacted] was advised that an order would be submitted and subsequently scheduled.
On October 24, 2015 Mr. [redacted] contacted ViaSat's customer service department to ask questions about the lease equipment service call and the charge of $300.00 for failure to return. Mr. [redacted] informed the ViaSat representative that the technician that came to his location did not have a ladder that was tall enough to reach Mr. [redacted]'s roof to obtain access to his dish.
ViaSat understands Mr. [redacted]'s position that he is unable to return the leased transceiver due to the technician lacking the ladder tall enough to reach his roof. However, ViaSat affirms that Mr. [redacted] is still responsible to return the leased modem and Ethernet cord. ViaSat will agree to refund the charge for failure to return the lease equipment of $300.00; however, Mr. [redacted] is responsible for returning the leased modem and Ethernet. The refund of $300.00 will be issued to the payment method on file and should be received within three to five business days.
If Mr. [redacted] needs additional labels and boxes to be sent to his location, please have him contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ complaint to our attention.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 to you.  Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr. [redacted] on November 30, 2017, that speeds may vary and are not guaranteed.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $150.00 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.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.Mr. [redacted] contacted Viasat on January 27, 2018 in regards to his plan’s speeds. He stated that he had received notification that he had reached 150 GB of usage. The Viasat representative assisting him advised of his plan details. Mr. [redacted] was also advised at that time of network congestion and how that could affect his speeds. Mr. [redacted] stated that he would contact back when his data rest if he was still experiencing the same issues.On February 6, 2018, Mr. [redacted] contacted Viasat in regards to slow speeds. A Viasat representative assisted him in troubleshooting his equipment, and determined that the slow speeds were in relation to network congestion during peak hours. The representative advised Mr. [redacted] to contact Viasat the following morning if he was still experiencing the same issues. On February 27, 2018, Mr. [redacted] contacted Viasat to state that he had no connectivity with his Viasat services. After troubleshooting, a service call was ordered for Mr. [redacted] to have a technician inspect his equipment. The technician reported a bad receiver, and replaced the piece during the course of the service call. Mr. [redacted] contacted Viasat on February 13, 2018 due to experiencing slow speeds. A Viasat representative assisted in troubleshooting the equipment. A speed test performed by the agent showed that the speeds were within range of the plan, but Mr. [redacted] reported slow speeds on his own speed test. Therefore, Mr. [redacted] was referred to Viasat’s technical escalations team. They in turn recommended Mr. [redacted] receive a session with Viasat’s Premier Technical Support (PTS). After further troubleshooting, the PTS member requested that Mr. [redacted]’ account be escalated to Viasat’s Service Assurance Center (SAC) for further testing and analysis. Mr. [redacted] agreed, and was advised a two to three day wait period while this was escalated. In light of this complaint, Viasat has performed a review of Mr. [redacted]’ account and its speeds as of March 15, 2018. Mr. [redacted] has used approximately 52 GB of his unlimited data usage, and a speed test run on March 15, 2018 reveals that his speeds are within the range of his plan. At this time, Viasat requests that Mr. [redacted] wait for the results of the testing of his account. However, as an offer of goodwill, Viasat will also offer Mr. [redacted] a full waiver of his early termination fees should he choose to disconnect after he receives those results. Mr. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr. [redacted] would like to take advantage of this offer, or if he has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted].Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
Our records show ViaSat received contact from [redacted] via online chat on June 21, 2017 because she’d been charged, but had requested that the account be disconnected. At this time, the ViaSat representative reviewed [redacted]’s...

account, but did not find any records of her calling to request the disconnection of the account. The ViaSat representative offered to call [redacted] in order to discuss the matter, which she accepted; however, there was no answer when the representative attempted to call her. A message was left advising [redacted] to call in to disconnect the account. Prior to this conversation, ViaSat last known contact with [redacted] took place on March 27, 2017 in regards to her wireless connection. [redacted] did not request disconnection during the March interaction.
[redacted] called ViaSat the same day regarding the disconnection of her account. Unfortunately, the ViaSat representative was unable to assist [redacted] at this time due to a technical issue, and she was advised to call back in a couple of hours to have her request processed.
ViaSat received a call from [redacted] on June 30, 2017, at which time she requested a refund for her monthly service fees of $80.58. When the ViaSat representative informed her that the charge was valid, [redacted] requested to speak to a supervisor and the call was transferred accordingly.
During her conversation with a ViaSat supervisor, [redacted] informed that she wanted to disconnect the account due to connectivity issues. [redacted] declined an offer to troubleshoot and advised that she’d gotten the internet to stream videos, at which time the supervisor informed her that streaming could cause a high usage consumption rate. [redacted] was also informed that ViaSat did not guarantee that streaming services would work with the Exede Internet service. [redacted] declined to transition her service plan to one that offered more data when asked, and requested the disconnection of the account effective July 19, 2017. When she requested a refund for the previous payment, she was informed again that it was a valid fee and would not be refunded.
As ViaSat has no record of [redacted] contacted ViaSat to disconnect her account prior to June 21, 2017 and as the services are being actively used, ViaSat does not agree to issue [redacted] a refund of $161.16 for the past two months of service.
Thank you for the opportunity to respond.