ViaSat, Inc.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr.[redacted] contacted ViaSat on May 2, 2016 to discuss the connectivity of his ViaSat services. During his conversation with the ViaSat representative,...

Mr. [redacted] was advised that his service issues were directly related to weather in the area, but that his antenna needed realignment. As a gesture of good faith, the ViaSat representative issued a goodwill credit of $99.99 to Mr. [redacted] account for one month of free services. On May 5, 2016, ViaSat’s Home Service technician went to his location to remedy the problem; however, Mr. [redacted] was not home. Due to this, the technician left as they are unable to access a customer’s home unless they are there. This same day, Mr. [redacted] called ViaSat to request the cancellation of the service call and disconnection of his account as he was unhappy that the ViaSat technician did not wait at his home. When Mr. [redacted] was informed of the Early Termination Fees he requested that the services remain active and requested to have another service call issued. However, as Mr. [redacted] was informed of the $95.00 service call he requested to move forward with the disconnection of his ViaSat account. ViaSat does not agree to refund the charges collected on May 3, 2016 as Mr. [redacted] requested to disconnect his account. The Customer Agreement, signed by Mr. [redacted] on December 19, 2015 and available at exede.com/legal, states that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminated. Customers are reminded of this when they elect to disconnect their service. In order to resolve the complaint at hand, ViaSat is unwilling to waive Mr. [redacted] Early Termination Fees in their entirety; however, ViaSat does agree to waive half of the approximate $285.00, not including taxes. Mr. [redacted] will be responsible for approximately $142.50. Additionally, at the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legal. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish. If Mr. [redacted] would like to have a technician home to his home to remove and dispose of the dish, please have him contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463-9333. 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. At the time of sale customers are made aware of ViaSat’s 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 February 27, 2017 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Ms. [redacted] choose to have her account disconnected as the service was not meeting her needs or expectations. At the time of disconnection ViaSat agreed to waive the early termination fees. ViaSat placed a waiver on Ms. [redacted]’s account. On April 28, 2017 Ms. [redacted] received a bill in the amount of $323.25. This charge was for non-returned equipment not the early termination fees. In order to arrive at a resolution ViaSat has adjusted off the balance of $323.25 leaving Ms. [redacted] with a $0 balance. Thank you for 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.
At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, and...

equipment lease requirements. They are also informed that speeds may vary and are not guaranteed. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on May 13, 2016 and available at exede.com/legal.
Our review of Mr. [redacted] account shows that he contacted ViaSat on May 10, 2016 because he’d ordered service through DIRECTV and wanted to confirm installation appointment. At this time, it was determined that no order had been placed; accordingly, Mr. [redacted] call was transferred to ViaSat’s Sales department so his order could be placed.
During his conversation with ViaSat’s sales representative, Mr. [redacted] was accurately advised of all aspects of the service, including ViaSat’s billing processes, Data Allowance Policy, and early termination fees. When Mr. [redacted] advised that he was currently receiving fiber services, the sales representative also advised him that ViaSat’s services would be significantly slower than what he was used to. He was also advised that he should stay with his current ISP. Mr. [redacted] chose to move forward with ordering the Exede Internet and Voice services. When asked what he used the service for, Mr. [redacted] advised that his household mostly did web browsing and limited file uploads, but did not stream any video or audio. Based on this information, the ViaSat sales representative recommended that Mr. Nicekrson sign up for the Exede Liberty 10GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
Regarding the cost of Mr. [redacted] third-party wireless router, during his conversation with ViaSat’s sales representative, Mr. [redacted] was given the option of choosing ViaSat’s Exede Wi-Fi modem at an extra $5.00 a month. Mr. [redacted] declined this offer and opted for ViaSat’s standard modem, which does not provide Wi-Fi. ViaSat does not provide customers with third-party wireless routers.
The Exede Internet service was installed at Mr. [redacted] home on May 13, 2016. ViaSat received a call from Ms. [redacted] on May 18, 2016 because she was unable to use DIRECTV’s OnDemand service. At this time, Ms. [redacted] was advised that the functionality of the OnDemand service was not guaranteed. The ViaSat representative also advised Ms. [redacted] that she was over her 10GB monthly priority data and had been subsequently slowed, pursuant to ViaSat’s Data Allowance Policy. The ViaSat representative offered to transition her service plan to one that would better suit her needs, and provide her with a monthly discount of 50% off the service plan price for three months. Ms. [redacted] declined and advised that she would be contacting DIRECTV regarding her concerns, and would likely disconnect the service.
Ms. [redacted] made a second call into ViaSat the same day regarding her service, at which time she was once again offered the opportunity to transition her service plan to one that would better suit her needs with a monthly discount. Ms. [redacted] was also advised that she would be charged early termination fees if she chose to move forward with the disconnection of her service. This information was reiterated by a ViaSat supervisor when she requested to speak to one. Ms. [redacted] chose not to disconnect the account that day.
In recognition of his short term as a ViaSat subscriber, ViaSat will agree to waive Mr. [redacted] early termination fees in full provided that he disconnect prior to June 16, 2016.
Mr. [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.
If Mr. [redacted] would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service department at 1-855-463-9333 in reference to ticket no. [redacted]. If Mr. [redacted] ported his number for use with ViaSat’s Exede Voice service, he should port his number back over to his new carrier prior to disconnecting.
Thank you for the opportunity to respond.

We apologize for any issue Ms. [redacted] experienced regarding the receipt of the approved refund. Due to a system error, the refund was not properly completed. However, as of today, December 20, 2017, a refund was issued to the payment method on file. Again, Ms. [redacted] should receive this refund within three to five business days. If she does not, please have contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333. Thank You!

Initial Business Response /* (1000, 5, 2015/08/10) */
Thank you for bringing Mr. [redacted]'s account to ViaSat's attention. We apologize for any confusion or frustration this situation [redacted] have caused.
Mr. [redacted] had a ViaSat account (XXXXXXXXX) established on June 28, 2014; however, a new account...

(XXXXXXXXX) was established on October 27, 2014, and the initial account was not disconnected. Therefore, Mr. [redacted] was charged for both active accounts from October 27, 2014 until the first account (XXXXXXXXX) was disconnected on July 30, 2015.
On July 30, 2015 Mr. [redacted] contacted ViaSat's customer service department to discuss this issue with a ViaSat representative. During his conversation with the customer service representative, Mr. [redacted] was advised that the payment method on file had already been removed, and that refund request would be submitted for the duplicate charges. Mr. [redacted]'s payment method on file was removed from the account (XXXXXXXXX) on July 8, 2015, per his request.
Mr. [redacted] was issued a refund of $712.69 to the payment method on file (XXXXXXXXX) on August 10, 2015. The refund of $712.69 was for the nine duplicate payments collected between the two active accounts. Mr. [redacted] should expect the refund in three to five business days. Should he not receive the refund within this time frame, please advise.
As Mr. [redacted]'s duplicate account has since been disconnected ViaSat believes there is no further action required. ViaSat does not agree to disconnect the account with waiver of the early termination fees as we were unaware of any issues related to this until July 2015. If Mr. [redacted] wishes to move forward with the disconnection of his ViaSat account he will be responsible for half of the early termination fees of approximately $210.00, not including applicable taxes. Mr. [redacted] contact ViaSat's customer service department at X-XXX-XXX-XXXX and reference ticket XXXXXXXX.
Again, we apologize for any confusion or frustration this situation [redacted] have caused. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] response to ViaSat’s attention. We apologize that Mr. [redacted] has not received the follow-up phone call. ViaSat is going to follow-up directly with the agent that is handling this issue and make sure they reach out directly to Mr. [redacted] ASAP. ViaSat will have their Exede Experts follow-up with Mr. [redacted] as well. ViaSat does record all calls for quality assurance purposes but unfortunately these are not available for Mr. [redacted] viewing. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
ViaSat does not recommend the use of Virtual Private Networks (VPN) applications with ViaSat’s service. Section 1.1 of the Customer Agreement, signed Nancy...

Soltow, authorized signer, on March 4, 2016, clearly states, “VPN applications may not perform or may perform poorly and are not recommended.”
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. 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.
Ms. [redacted] was receiving ViaSat’s Liberty 18GB at $69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Because Ms. [redacted] ordered this service plan under a promotional offering, she was receiving 36GB of priority data per month for the first three months, after which it would revert to the advertised 18GB of data. It also came with a promotion of $30.00 off the bill per month for three months. The Liberty service provides download speeds up to 25Mbps, upload speeds up to 3Mbps, and a Liberty Pass, which offers customers download speeds up to 1-5 Mbps once they have exceeded their monthly priority data.
Our records show Ms. [redacted] called ViaSat on March 7, 2016 because she had exceeded her monthly priority data and had been slowed. At this time, she advised the ViaSat representative that she did not believe the service would meet her needs as she needed the internet for work. The ViaSat representative provided Ms. [redacted] with information regarding ViaSat’s Liberty service plans, including the promotions she was receiving. Ms. [redacted] advised that she’d been unaware of the promotional discount, and expressed interest in disconnecting. When the ViaSat representative reminded Ms. [redacted] of the signed Customer Agreement and the early termination fees, Ms. [redacted] requested a supervisor. However, instead of being transferred to a supervisor, Ms. [redacted] was transferred to a representative in ViaSat’s Technical Escalations department. We apologize for any frustration this may have caused her to experience.
During her call with the Technical Escalations representative, Ms. [redacted] advised that she was experiencing slow speeds, and that the service was not meeting her needs. When asked what she used the service for, she explained that she needed it for VPN, at which time it was explained to her that the use of VPN clients on ViaSat’s network was not guaranteed. The call ended shortly after.
Ms. [redacted] called back a second time on March 7, 2016 requesting the disconnection of her account with the early termination fees waived. The ViaSat representative escalated Ms. [redacted] account to a supervisor for review and a call back regarding the early termination fees, and Ms. [redacted] account remained active. We apologize if Ms. [redacted] was not contacted by a supervisor.
On March 12, 2016, Ms. [redacted] called in about using a VPN client on ViaSat’s network. At this time, it was reiterated to her that ViaSat did not guarantee or recommend the use of VPNs. On March 16, 2016, Ms. [redacted] called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and early termination fees. However, based on her issues, a ViaSat supervisor approved a waiver of the early termination fees. These fees were waived from Ms. [redacted] account later the same day after her disconnection.
We apologize for any frustration Ms. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms. [redacted] complaint. 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 free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return.
Thank you for the opportunity to respond.

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.
As long as the Essential 10 plan still has the free morning zone of 3am-8am, I will be happy with this action.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any misunderstanding she may have experienced.
The Customer Agreement provided to each new subscriber, signed by Ms. [redacted] on July 11, 2015 and also available...

at exede.com/legal, states ViaSat 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. The Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees, and states that monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to Ms. [redacted]'s credit card, ViaSat collected an advanced payment of $62.88 for the first month of service on July 12, 2015.
Regarding the charge for which Ms. [redacted] claims she was charged but not reimbursed, this was a $60.00 preauthorization charge that occurred at the point of sale to confirm that a customer has a valid payment method. ViaSat does not collect this amount and immediately reverses this authorization. However, depending on the method of payment and policy of the customer's financial institution, it can take up to 30 days for this hold to drop. If Ms. [redacted] has not seen the hold fall off her payment method, she will need to discuss the matter with her bank.
Ms. [redacted] called ViaSat on July 12, 2015 with a concern about her billing and the $60.00 preauthorization fee. During this conversation, the ViaSat representative reviewed the above-provided information with Ms. [redacted], and explained the pricing for her service. When Ms. [redacted] advised that she'd been unaware that she'd have to have a dish installed on her roof to receive the ViaSat service, it was advised to her that having the equipment installed on a pole mount was also a viable option. The ViaSat representative offered Ms. [redacted] a discount of $10.00 off of her bill per month for 12 months. Ms. [redacted] declined and requested the disconnection of her account. When the ViaSat representative reminded Ms. [redacted] of her signed Customer Agreement and the applicable early termination fees, she requested to speak to a supervisor. Unfortunately, the call dropped before Ms. [redacted] could be transferred. We apologize for any inconvenience this may have caused her to experience.
ViaSat received a second call from Ms. [redacted] on July 12, 2015, at which time she requested the disconnection of her account. The ViaSat representative once again reminded Ms. [redacted] of the disconnection disclosures, including the early termination fees. The ViaSat representative did not advise Ms. [redacted] that the early termination fees would be waived. When she requested a service call for a technician to assist her with the removal of the ViaSat equipment, Ms. [redacted] was advised that there would be an applicable $30.00 charge associated with the work order, and that she would still be responsible for returning ViaSat's modem and transceiver herself, per the Customer Agreement. Ms. [redacted] understood. Our records show a ViaSat technician went out to Ms. [redacted]'s home on July 18, 2015 to remove the equipment, and left the modem and transceiver with Ms. [redacted] for her to return. The equipment was returned to ViaSat on July 23, 2015.
On August 12, 2015, ViaSat charged Ms. [redacted] $377.15 for her early termination fees and the service call fees, but the payment failed. On August 31, 2015, this account was sent to outside collections for the unpaid balance.
In consideration of Ms. [redacted]'s short term as a ViaSat subscriber, ViaSat will agree to remove $347.15 from the collections balance. This is a total amount for Ms. [redacted]'s early termination fees. However, as Ms. [redacted] requested service call assistance for the technician to uninstall the equipment, she is still responsible for the $30.00 charge associated with that work order.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this offer due to the fact that Viasat has collected $62.88 from my husband acct and per my conversation with the rep in regards to the service charges I told him that was their service charge fee and to remove their equipment. I am not going to pay them twice for service not render. I am requesting all charges be removed and close this account. Also wanting this account info remove from collections and credit report.
Sincerely
Mrs.[redacted]
Final Business Response /* (4000, 9, 2015/09/11) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
As previously stated, ViaSat does not agree to waive the $30.00 service call fee as Ms. [redacted] requested assistance with the uninstallation of the equipment. Ms. [redacted] was advised of this charge when the service call was ordered. Once payment has been made for the $30.00, however, ViaSat is willing to issue Ms. [redacted] a refund for the payment of $62.88. As Ms. [redacted] no longer has a payment method on file, this refund will be sent via check once payment for the $30.00 has been received.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused her. 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 Ms. [redacted] on August 3, 2016 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat requires that the electronic customer agreement be signed prior to the services being activated. Ms. [redacted] would have had to sign this via her computer at the point of installation with the technician that was onsite in order for the services to be activated. ViaSat understands that the services are not meeting Ms. [redacted] needs or expectations so in order to arrive at a resolution ViaSat will waive the early termination fees should Ms. [redacted] wish to disconnect. Ms. [redacted] will need to contact ViaSat at ###-###-#### and reference ticket number [redacted] to have the account disconnected and the fees waived. When Ms. [redacted] calls the disclosures will be read and Ms. [redacted] will be responsible for sending back the modem and the tria which is a piece from the dish using the prepaid shipping label and box supplied by ViaSat once the account is disconnected. ViaSat does not send a technician to come to the home to remove the dish or the equipment without a charge. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/07/21) */
Thank you for bringing Ms. [redacted]' complaint to our attention. We apologize for any issue she [redacted] have experienced with ViaSat.
At the time of sale, customers are advised that the speeds of the service [redacted] vary and are not guaranteed. This is...

also addressed in the Customer Agreement. 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] is currently receiving ViaSat's Essential 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan offers customers download speeds up to 12 Mbps, upload speeds up to 3 Mbps, and a 10 GB monthly data allowance.
Our records show Ms. [redacted] contacted ViaSat on July 3, 2015 via email regarding the speed of her service. The responding ViaSat representative advised Ms. [redacted] that her services appeared to be running optimally, and provided her with troubleshooting steps she could perform on her own. The ViaSat representative also advised Ms. [redacted] that if she continued to have issues, she should call into ViaSat's 24-hour Customer Service Department for further assistance.
ViaSat received a second email from Ms. [redacted] on July 5, 2015, at which time she inquired about disconnecting her service. The responding ViaSat representative reminded Ms. [redacted] of the early termination fees, and advised that disconnections could not be processed via email.
On July 14, 2015, a ViaSat representative made an outbound call to Ms. [redacted] regarding her service issues and disconnection request. There was no answer; the representative left a message advising Ms. [redacted] of some troubleshooting steps she could follow and provided information on the early termination fees.
In order to come to a resolution to this complaint, ViaSat is willing to waive Ms. [redacted]' early termination fees for both her Exede Internet and Voice services if she chooses to move forward with the disconnection of her account. Ms. [redacted] contact ViaSat's 24-hour Customer Service Department at XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
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. 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. ViaSat understands that [redacted] states she did not sign the customer agreement and that it was signed by the technician. ViaSat has escalated this issue internally. In order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should [redacted] wish to disconnect her account. [redacted] can call customer service at [redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/22) */
Thank you for bringing Mr. and Mrs. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation [redacted] 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, and it is also available at exede.com/legal. Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage. 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.
ViaSat's Consumer Affairs team was contacted on June 18, 2015 to discuss the Data Allowance Policy and to question their usage. On this date, ViaSat researched Mr. and Mrs. [redacted]'s account and determined that the service was restored from the Vacation plan on Monday June 15, 2015. On this same date, ViaSat confirmed between 3pm to 7pm software updates occurred on the account; this is what caused the usage to spike in one day.
In order to arrive at a resolution, ViaSat reset Mr. and Mrs. [redacted]'s usage to zero on June 18, 2015. This allowed Mr. and Mrs. [redacted] to have access to their entire usage for the month of June. As of today, June 22, 2015, Mr. and Mrs. [redacted]'s usage is at 0.1 GB of their 10GB plan. Their usage will reset again on June 24, 2015.
Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all they are making it seem as though they gave us the whole month of June when in fact it was only five days (June 18 - June 23) and they only released the 3gb.
I really do not buy that we used 3gb in four hours as they claim. Even though it might have been for a software update as they claim (I have my computer set at NO UPDATES), it is hard to imagine using that much in such a short time. I do not even use 2 GB in a MONTH with my Verizon data plan, where I use [redacted]-by-[redacted] navigation, You Tube, Facebook, email, and browse the web. An agency needs to look at how they measure their data. There are many sites that have people complaining on how they charge for their usage.
Thank you.
[redacted] and Patti [redacted]
Final Business Response /* (4000, 9, 2015/06/26) */
Per ViaSat's previous reply, Mr. and Mrs. [redacted]'s account was reviewed to determine that the usage was used due to software updates. Additionally, ViaSat reset Mr. and Mrs. [redacted]'s usage on June 18, 2015 as a gesture of a good faith. Mr. and Mrs. [redacted]'s usage did reset again on June 24, 2015. As of today, June 26, 2015, they have used .9GB of their 10GB plan. ViaSat believes that as we have reviewed the account, and reset the usage, there is no further action required on ViaSat's behalf. Thank you.

Initial Business Response /* (1000, 6, 2015/10/15) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration or confusion she may have experienced.
The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a...

credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees. Customers are made aware of these points at the time of the sale. Unfortunately, purchasing ViaSat's service with DirecTV does not bundle the billing. ViaSat handles customer billing for its own services; therefore, Ms. [redacted] is billed separately for her ViaSat internet service. Customers who order the Exede Internet service through DirecTV receive a discount of $10.00 off their monthly bill per month for 12 months on their DirecTV bill.
Our records show Ms. [redacted] initially ordered the ViaSat service through DirecTV on September 30, 2014. The service was installed at Ms. [redacted]'s [redacted] XXXXX home on October 6, 2014, at which time Ms. [redacted] signed the Customer Agreement associated with this service location. Between December 18, 2014 and June 22, 2015, Ms. [redacted] received a total of $323.63 in credits from ViaSat for various billing issues, none of which were related to the bundle with DirecTV. ViaSat was not made aware of any issue Ms. [redacted] have experienced with the terms of the DirecTV bundle.
On June 12, 2015, Ms. [redacted] contacted ViaSat to move her service to her current address. During this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service term. Ms. [redacted] agreed, and moved forward with having service setup at her new home. This service was installed June 22, 2015, at which time Ms. [redacted] signed the Customer Agreement associated with the service at this location.
Between June 22, 2015 and October 8, 2015, Ms. [redacted] contacted ViaSat over 30 times with various billing and connectivity issues. During this timeframe, Ms. [redacted] received a total of $227.60 in goodwill credits from ViaSat's representatives. In total, Ms. [redacted] has only paid ViaSat $49.29 in monthly service fees since installation, and currently has a balance due of $40.00 on her account as of October 15, 2015.
In addition to the goodwill credits, Ms. [redacted] was also provided with three complimentary service calls, as summarized below:
July 8, 2015 - Technician went out to Mr. [redacted]'s home regarding connectivity issues. At this time, it was determined that Ms. [redacted] was experiencing issues connecting her third-party wireless router, which ViaSat does not support. When Ms. [redacted] advised she was experiencing issues with her Exede Voice service, she was advised to contact ViaSat's Customer Service Department for support and troubleshooting.
July 11, 2015 - Technician replaced Ms. [redacted]'s modem. During this visit, it was determined that Ms. [redacted]'s Voice adapter was faulty and causing an issue with her internet services. As Ms. [redacted] had been sent a replacement adapter by ViaSat, the technician offered to install it for her. Ms. [redacted] refused to allow the technician to install the new adapter, and would not allow him to remove the faulty equipment from her setup.
July 18, 2015 - The technician realigned Ms. [redacted]'s antenna. The faulty Voice adapter was still connected to Ms. [redacted]'s system at this time.
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 light of the above information, ViaSat does not agree to waive Ms. [redacted]'s early termination fees if she chooses to move forward with the disconnection of her account. Ms. [redacted] has received a total of $551.23 in credits from ViaSat between her two accounts, and our records show her connectivity issues were resolved once she replaced the faulty Voice adapter on July 30, 2015.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
paragraph 4 is proof and is where my problem is in it via sat states verbatim ( On June 12, 2015, Ms. [redacted] contacted Via-Sat to move her service to her current address. During this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service term. Ms. [redacted] agreed, and moved forward with having service setup at her new home. This service was installed June 22, 2015, at which time Ms. [redacted] signed the Customer Agreement associated with the service at this location.)
Via-sat nor direct TV is honoring or upholding the new contract from June XX XXXX which is to be a bundle. If direct TV and via-sat would honor the bundle at $89.99 a month for TV,phone and internet I would not have a problem they are not It is a new contract they said as much. please read their own words they are not honoring the contract if they would and provide my bundle at the agreed rate I will keep the service. I know not what they say I signed but the customer service rep said my bundle would be continued and that is what I expect. I am not wrong
Final Business Response /* (4000, 10, 2015/10/20) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
As previously stated, purchasing ViaSat's services through DirecTV does not bundle the billing. Each service is billed to and paid for separately by the individual companies. DirecTV provides a bundling discount of $10.00 off of a customer's bill per month for 12 months. There is no way for ViaSat to bundle their billing with DirecTV's.
When customers move their services with ViaSat from one location to another, they are obligated to agree to and sign a new 24-month minimum service term. Customers are advised of this prior to their move request being processed. Our records show Ms. [redacted] agreed to the new contractual obligation on June 12, 2015 when she contacted ViaSat to move service to her new location; the new Customer Agreement was signed on June 22, 2015.
Once again, ViaSat does not agree to waive Ms. [redacted]'s early termination fees if she chooses to move forward with the disconnection of her account.
Thank you for the opportunity to respond.

I just did a search on my computer for the last 6 months, all categories, All folders, All everything and, guess what, no emails at all from  [redacted]@gmail.com. Just another skin for a lie. I believe what we have here is the old "Bait and Switch" routine. I was baited with the 150 gigs with the promise it could be the same at the end of 6 months but would cost $110.00. I remember that because I told the Rep that "just sign me up for that now", and he said "shouldn't you do the promotional first" Those were the exact words spoken and that is why we got rid of Hughes at the cost of $400.00 and switched to Exede.I believe they owe us the 150 Gigs per month at The $110.00 AS PROMISED. If you can't provide it don't promise it. You are putting a lie out there to suck people in to signing up, playing the odds, and hoping no one will notice. There are a lot more complaints against exede out there but people just don't bother to do anything about it.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Ms. [redacted] contacted ViaSat’s customer service department on February 4, 2016 to discuss the disconnection of her ViaSat account as she believed she...

was misinformed at the time of sale. During her conversation with ViaSat’s customer service department it was agreed that her account would be disconnected with no early termination fees, and a service call scheduled to retrieve the leased equipment with waiver of the $95.00 service call charge. The Customer Agreement signed by Ms. [redacted] on February 03, 2016 authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees.  As ViaSat has already issued a free service call to retrieve Ms. [redacted]’s leased equipment, and waived approximately $360.00, not including taxes in early termination fees, ViaSat does not agree to refund Ms. [redacted] the $99.99 collected on February 3, 2016. However, ViaSat will agree to refund $50.00 of the $99.99 collected. A refund of $50.00 will be issued to the payment method on file and should be received within three to five business days. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Ms. [redacted] indicated that she has been experiencing connectivity issues. Our records show Ms. [redacted] last contacted ViaSat on November 1, 2015, stating that she has...

intermittent connectivity. ViaSat’s customer care representative started troubleshooting with Ms. [redacted]; however, the troubleshooting steps did not correct the issue so a service call was scheduled at that time. ViaSat has not been made aware of any further connectivity issues since November 1, 2015 when Ms. [redacted] called in. The Customer Agreement advises that ViaSat does not guarantee service to be uninterrupted or error-free.  Service may be interrupted from time-to-time for various reasons including but not limited to weather conditions at the customer’s home or gateway location. ViaSat understands that Ms. [redacted] may still be experiencing connectivity issues. If so, Ms. [redacted] may contact ViaSat Customer Care at ###-###-#### and we would be more than happy to assist with troubleshooting by phone. If ViaSat’s customer care representative is unable to correct the issue by phone ViaSat can send a technician to the home and will waive the $95.00 service call charge.  Should Ms. [redacted] wish to disconnect ViaSat will agree to waive half of the early termination fees. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Ms. [redacted] 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; it is also addressed on the first page of the Customer Agreement,...

signed by Mr. [redacted] on February 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. Mr. [redacted] contacted ViaSat on April 6, 2016 to discuss the connectivity of his ViaSat. During this conversation, Mr. [redacted] was advised that the connectivity issues were directly related to the breach in the Data Allowance Policy. He was also advised that a service call could be scheduled if needed. 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. ViaSat next received contact from Mr. [redacted] on May 16, 2016 to again discuss the connectivity of his ViaSat account.  Mr. [redacted] was once again advised that the slow speeds were again due to the breach in the Data Allowance Policy; however, the ViaSat representative attempted to perform speed tests with Mr. Essington, but he disconnected the call before this was completed. In response to this complaint, ViaSat will agree to disconnect Mr. [redacted] account with waiver of the early termination fees; however, Mr. [redacted] 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. Ms. [redacted] may contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463-9333 and reference ticket [redacted] if he would like to move forward with the disconnection of his ViaSat account. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Mr. [redacted] is currently receiving ViaSat’s Liberty 30 GB plan at $149.99 a month, plus a $9.99 monthly equipment lease fee. This service plan provides 30 GB of...

monthly Priority Data allowance for use at regular speeds up to 12 Mbps download and 3 Mbps uploads. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr. [redacted] on May 25, 2015.
It is ViaSat’s 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, 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 use of virtual private networks, the router and the activities a customer engages in on the internet. Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary. This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.
Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale. Liberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:00 p.m.- 2:00 a.m. local time), which may greatly impair the ability to use the internet. Liberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage threshold. Heavier users of Liberty Pass will experience slower speeds than lighter users.
While we strive to provide 1-5 Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds. Customers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream content. The use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load.
Our records show Mr. [redacted] contacted ViaSat on March 30, 2016 because he was experiencing an issue with the speed of his service. At this time, the ViaSat representative reviewed the diagnostics coming from Mr. [redacted]’s modem, and advised him that his service was being impacted by network congestion. ViaSat has not received any further contact from Mr. [redacted] regarding the speed of his service since this interaction.
Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area.
As resolution to this issue, ViaSat has applied credit for a free month of service onto Mr. [redacted]’s account as of September 19, 2016. If he chooses to move forward with the disconnection of his account, ViaSat will not agree to waive any portion of his early termination fees.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced.
Our records show ViaSat charged Ms. [redacted] $70.51 in monthly service fees on April 4, 2016, but the payment failed. Ms. [redacted] called ViaSat on April 5, 2016 to advise...

that her payment method had been compromised and have it removed from ViaSat’s systems. Ms. [redacted] also made a one-time payment for the amount with her bank account the same day, which was successfully collected by ViaSat on April 6, 2016. Ms. [redacted] credit card was removed from ViaSat’s systems on April 8, 2016, per her request.
On May 4, 2016, ViaSat attempted to charge Ms. [redacted] $70.51 for monthly service; however, as there was no payment method on file, no payment was collected. Once again, Ms. [redacted] made a one-time payment online for the amount via her bank account. This payment was successfully collected by ViaSat on May 6, 2016.
Ms. [redacted] called ViaSat on May 7, 2016 to inquire if her payment had gone through because she’d received a call from ViaSat advising that the payment had failed. Before the ViaSat representative could assist, however, the call dropped. Ms. [redacted] made a second call about the payment she’d made, at which time the ViaSat representative accurately advised Ms. [redacted] that a payment had been successfully submitted to ViaSat. However, the ViaSat representative also incorrectly advised Ms. [redacted] that her credit card information was still on file, and the call dropped shortly after. We apologize for any confusion this may have caused.
Ms. [redacted] called back a third time and requested to speak to a supervisor regarding the payment and her credit card still potentially being on file with ViaSat. Once again, Ms. [redacted] was incorrectly advised that her credit card was still on file. Because Ms. [redacted] had not updated her payment method, the system in which ViaSat’s representatives review accounts continued to show the last four digits of the payment method, as that was what ViaSat had last had in its systems. Once again, Ms. [redacted] payment method was removed on April 8, 2016. We apologize for any confusion this may have caused.
During her conversation with the third representative, Ms. [redacted] updated her payment method to her bank account. Ms. [redacted] was also advised that her one-time payment had been successfully processed and submitted to ViaSat on May 6, 2016. As Ms. [redacted] bank was not showing that the payment had gone through, the ViaSat representative incorrectly suggested that her one-time payment had not gone through, and offered to take a one-time payment for her in real time. Ms. [redacted] declined and advised that she would continue to make one-time payments every month. Ms. [redacted] also advised that she would wait to see if the payment had gone through and ended the call. Later the same day, Ms. [redacted] made a second one-time payment for the amount of $70.51. This was successfully collected by ViaSat on May 8, 2016.
ViaSat received a call from Ms. [redacted] on May 9, 2016 because she had paid twice for the same amount. At this time, the ViaSat representative submitted a refund request for the second payment of $70.51 and correctly advised Ms. [redacted] that the typical timeframe for refunds was 7 to 14 business days. Ms. [redacted] requested to speak to a supervisor. During this conversation, the supervisor internally escalated Ms. [redacted] refund request, and accurately advised her that it would be processed in 3-5 business days.
On May 11, 2016, a refund for $70.51 was electronically issued to Ms. [redacted] bank account, per her request.
The Customer Agreement, signed by Ms. [redacted] on February 3, 2016 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 reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
If Ms. [redacted] chooses to disconnect her account, ViaSat does not agree to waive her early termination fees of approximately $315.00. Ms. [redacted] will also 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return.
If Ms. [redacted] has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-9333.
Thank you for the opportunity to respond.