ViaSat, Inc.

Complaint: ***
I am rejecting this response because: I have contacted my bank and they have contacted/are contacting ViaSat in regards to the investigation with the draft two days after the account was closedI have recieved a provisional credit but the matter had not been settled permanently as of yetAlso, I recieved a letter from ViaSat dated August that said I still had a balance due and it was on that letter it said that if I did not respond they would send me to collectionsThe account was closed on the day the billing cycle reset, so no prorating was necessary, as no portion of the service was ever usedAs long as my account balance is zero and I do not continue to recieved letters telling me I owe money and my account information is removed from their system, then that will be satisfactoryI have just not been able to talk to anyone through the standard channels that is willing to assist in this matter at their company and have had no other way to resolve the issue.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On June 5, ViaSat sent Mr*** a package with a return label and shipping boxes
Unfortunately the shipping labels sent to Mr*** did not allow for him to ship the equipment back in a timely manner, and the shipment was returned to him on July 2, Due to this error, on July 28, ViaSat charged Mr*** $for failure to return the leased equipment
We apologize for this error, and understand the frustration this may have caused Mr***Considering this information, ViaSat has issued a refund of $to Mr***'s payment method on file as of August 20, The refund should be received by Mr*** in three to five business daysIf he does not receive the refund by August 27, 2015, please advise
Again, we apologize for any frustration or confusion this situation may have causedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the refundI do not have a confirmation from the company that they have the packageThat my banking info has been removed from there records or that they will not charge me at a later date down the roadI would like this information in writing, so that we can close this misunderstanding
Thank You
Final Business Response /* (4000, 9, 2015/08/27) */
ViaSat did not receive Mr***'s package; however, as a gesture of good faith we issued the refund of $to the payment method on fileThe payment method on file has since been removed, and no further charges will occurWe believe this complaint has been resolved per this information Thank you

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** As per ViaSat own admission, they have downgraded my service that was ordered According to their response, I was only given Liberty with equipment lease fee My confirmation order from DirecTV was for Liberty - Boost + WiFi at a cost of and equipment lease fee monthly of The piece of equipment that was installed does provide for service Once again, ViaSat cannot seem to get their facts correct, even as to what service they are suppose to be providing No wonder I had problems obtaining up to the boost speed of Mbps when according to their admission in their last response, I only had Liberty without the boost So, if they are only billing me at Liberty without boost 25, then why was my payment for more than dollars? Must have been an overcharge for that would have been more than percent tax rate ViaSat needs to get their figures together and properly set up the accounts Either that, or they need to hire someone that can read It is apparent that the individual that responded from ViaSat is only guessing!!

Complaint: ***
I am rejecting this response because: I was informed by the technician to go out and get a third party modem, each time I called back I was transferrd aroundI can show phone records where I was on hold and spent more then hours to get this resolvedOn top of that I went out and bought a second modem that was new and did trouble shooting with modem carrierIf phone records are needed I can provide the detailsOn the last call I was informed that by the rep she would try to get a resolution and call me back yet this was never done
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Mr*** ViaSat account was disconnected on June 28, 2016, as he was moving and relocating his services to the new locationThe
Customer Agreement provided to each new subscriber, signed by Mr*** and also available at ***, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after the disconnectionOn August 1, ViaSat was advised that Mr*** had not returned the modem and transceiver within the day timeframeSubsequently, ViaSat attempted to collect $( $in unreturned equipment fees and $past due balance) from Mr*** on August 20, 2016, but the payment failedViaSat successfully collected this payment on September 2, We apologize for any issues this might have causedAs Mr*** has returned his leased equipment, ViaSat refunded the equipment fees of $to Mr***’s payment method on fileMr*** should receive the refund within three to five business daysIf MrMr*** has additional questions, he may contact ViaSat’s 24-hour customer service department at ###-###-####Thank you for the opportunity to respond

Complaint: ***
Requested document has been sent Viasat needs to state in writing through the Revdex.com that no early cancellation fees will be charged for resolution to occur
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does not issue refunds for unused services on any accountsMs*** was charged just before the account was
disconnected for that month of serviceIn order to arrive at a resolution ViaSat has agreed to issue the refund of $back to Ms*** today November 6, and Ms*** should see that refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Monies were refunded

As stated in ViaSat’s previous reply, Mr***‘s Exede Liberty service plan provides 25 GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps 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 to 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 *** *** on May 25, At the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net As of today, August 11, 2017, Mr*** has used GB of his GB planMajority of this usage was consumed by web browning, and mediaIf Mr*** continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity In response to this complaint, and as a gesture of good faith, ViaSat agrees to disconnect Mr***’s account with waiver of half the applicable early termination feesViaSat does not agree to waive these fees in their entiretyIf Mr*** wishes to disconnect his account with waiver of half the early termination fees, please have him contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This response states balance for equipment I sent back asapThis company is still trying to charge my cc 323.?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Customers are required to review and agree to the installation plan with the technician prior to the
installation of the equipmentIn addition, section of the Customer Agreement, signed by Ms*** on June 25, and available at exede.com/legal, states, in part, "You confirm that you have reviewed the installation plan and agreed to any associated charges."
Our records show she ordered service through DirecTV, an authorized seller of ViaSat's service, on June 22, The service was installed on a pole mount on June 25,
ViaSat first heard from Ms*** regarding this issue on July 14, During this conversation, Ms*** requested the disconnection of her account due to her dissatisfaction with the pole mount installationAt this time, the ViaSat representative advised Ms*** that she would be charged early termination fees if she disconnected her account; however, after some discussion, it was agreed that ViaSat would send another technician out for a site survey, and that Ms***'s early termination fees would be waived if it was determined that the dish could not be installed elsewhere on the property
ViaSat's technician went out to Ms***'s home on July 15, 2015, at which time it was, in fact, determined that there was no other place for line of site on her propertyMs*** was advised by the technician to contact ViaSat's 24-hour Customer Service Department in order to disconnect her account
ViaSat did not receive any further contact from Ms*** until August 5, 2015, when she requested to speak to a specific representative at ViaSat's Corporate Office; unfortunately, the representative was unavailable to Ms*** at this timeMs*** declined to speak to any other representative regarding her concerns
Ms*** did not call ViaSat back until September 13, because she was experiencing a connectivity issueAt this time, Ms*** agreed to another service callThis service call was cancelled on September 15, 2015, per Ms***'s request, because she planned on disconnecting the ViaSat service
In order to come to a resolution, ViaSat will honor the originally agreement made on July 14, 2015, and waive Ms***'s early termination fees if she chooses to move forward with the termination of her serviceMs*** will be responsible for returning ViaSat's modem and transceiver within 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 *** 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
Customers are required to only return their ViaSat modem and transceiverOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for uninstallation assistance or the removal of the dish is associated with a chargeable fee
As Ms*** did not provide ViaSat with the opportunity to resolve her connectivity issues, ViaSat does not agree to refund her monthly service fees of $paid to ViaSat on August 28,
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by *** *** on June 1, and available at exede.com/legal, states that customers are responsible for returning ViaSat’s modem
and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection for the return of the equipmentAny request for assistance in uninstalling any of the equipment is associated with a standard $service call fee
*** *** called ViaSat on April 8, to disconnect his account, at which time he was reminded of ViaSat’s equipment return policyWhen *** *** informed the ViaSat representative that he would be unable to retrieve the transceiver on his own, due to his health, the ViaSat representative advised him that they would provide him with a free service call as a goodwill offer*** *** accepted the service call offer and moved forward with the disconnection of his account
Unfortunately, the service call fee waiver was rejected by a ViaSat supervisor the same day as the service call fee was considered valid
ViaSat’s technician went out to *** ***’s home on April 11, 2016, at which time he removed the transceiver from the satellite dish and delivered it to *** *** for its returnViaSat’s modem and transceiver were returned on April 19,
On April 28, 2016, *** *** called ViaSat regarding the waiver of the service call fee, at which time he was advised that the request had been rejectedViaSat charged *** *** $on May 4, for the service call fee, plus taxesThis payment failed*** *** called in about the balance due on May 27, 2016, at which time he was reminded that it was for the service call fee and that the waiver request had been rejected
In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from *** ***’s account as of May 31,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/15) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she *** have experienced with ViaSat
The Customer Agreement advises that ViaSat does not guarantee the service will be uninterrupted or
error-freeIt also 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat received multiple calls from Ms*** on June 9, 2015, as summarized below
First Call: Ms*** contacted ViaSat on June 9, because she was experiencing connectivity issuesMs*** was not home to troubleshoot; however, she advised the ViaSat representative that some of the equipment from her previous internet service provider (ISP) was still connected to her computerThe ViaSat representative recommended that Ms*** remove her previous ISP's equipment and directly connect ViaSat's modem to her computer to use the service
Second Call: Ms*** advised that the service had been setup by her daughter without her permissionDuring this conversation, the ViaSat representative advised Ms*** that there was no trial period for the service, and that early termination fees would apply if she moved forward with the disconnectionMs*** requested to speak to a supervisor, but one was unavailableThe representative forwarded Ms***'s contact information for a follcall from a supervisor
Third Call: Ms*** called to advise that she had not seen the contract either prior or during the installation, and asked to speak to a supervisorUnfortunately, the call dropped before she could be transferred to oneWe apologize for any inconvenience this *** have caused her to experience
Fourth Call: Ms***'s daughter called in to disconnect the account, stating that her mother had not understood the contract terms and that nothing had been explained to her during the installationThe ViaSat representative started going over the disconnection disclosures, but Ms***'s daughter requested to speak to a supervisorDuring the conversation with the supervisor, Ms***'s daughter was offered a retention discount of $off of the bill per month for monthsThe retention offer was accepted, and the account remained active
On June 12, 2015, ViaSat attempted to collect a payment of $for monthly service, but the payment failedSubsequently, on June 24, 2015, Ms***'s account was suspended for nonpaymentMs*** called ViaSat the same day to make a one-time paymentThe payment was collected successfully on June 25, 2015, at which time Ms***'s account was automatically resumed from suspension
Ms*** contacted ViaSat because she'd exceeded her data usageAt this time, the ViaSat representative advised Ms*** of her other service plan options, and transitioned her account from the Exede Evolution GB (month promotion of GB) service plan to the Exede Evolution GB (month promotion of Freedom) service plan, per Ms***'s requestMs*** also reported an issue she was experiencing with her connectivityThis issue was resolved when the ViaSat representative guided Ms*** through rebooting ViaSat's modem
In order to come to a resolution regarding this complaint and as a gesture of goodwill, ViaSat is willing to waive Ms***'s early termination fees in full if she chooses to move forward with the disconnection of her accountMs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA 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*** would like to move forward with the termination of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, Along with the info below.I also received an email from Exede Brad Social Media Specialist Case # ***, stating he would waive 1/of the early termination fee'sI attached a screen shot of the emailI expect this offer is also honored.I have received a credit of $to my bank account todayThank you!Sincerely, *** *** *

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
On November 9, Mr*** contacted ViaSat's customer service department to advise
that he had yet to receive the lease recovery boxes to return his equipmentDuring this conversation Mr*** was advised that a request would be made to ship the boxes to his new locationOn November 12, this shipment was sent to Mr***
ViaSat received contact from Mr*** again on November 30, requesting a refund of $as he stated the leased equipment was sent back to ViaSatUpon investigation, ViaSat's representative did determine that his equipment was returned and that a refund of $would be requestedOn December 1, Ms***'s payment method on file was issued a refund of $Mr*** should have received this refund within three to five business daysShould he have not, please have him contact our customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 16, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because:The issue was not resolved in a timely mannerI was unable to use my bank account for several daysI had to make other arrangements for billsI had to call and cancel my automatic withdrawalsThis forced me to pay a higher rateAs of Monday morning, I haven’t seen the return of my money into my accountMy banking has been turned upside down due to their errorWhile I understand mistakes happen, Via Sat was unwilling to take action immediately or make it right for me after noticing the errorBeing without access to your own money and no access to your banking is far from acceptable customer service.
Sincerely,
*** ***

Per ViaSat’s previous reply, Ms*** is receiving ViaSat’s Freedom planViaSat’s Freedom plan is offered to customer’s at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 150GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 3:AM to 8:AM, local time, during which unmetered service is provided at no extra costViaSat does not offer an unlimited service plan, and the Freedom plan does not offer free web browsing or emailAs it pertains to the usage categories not being available, Data usage categories are an estimated percentage and are to help guide the customer to identify patterns of behaviorAdditionally, ViaSat will not offer Ms*** any additional credits to her accountThank you

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr.*** contacted ViaSat on May 2, to discuss the connectivity of his ViaSat servicesDuring his conversation with the ViaSat representative,
Mr*** was advised that his service issues were directly related to weather in the area, but that his antenna needed realignmentAs a gesture of good faith, the ViaSat representative issued a goodwill credit of $to Mr*** 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*** was not homeDue to this, the technician left as they are unable to access a customer’s home unless they are there This same day, Mr*** 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 homeWhen Mr*** was informed of the Early Termination Fees he requested that the services remain active and requested to have another service call issuedHowever, as Mr*** was informed of the $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, as Mr*** requested to disconnect his accountThe Customer Agreement, signed by Mr*** on December 19, 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 terminatedCustomers are reminded of this when they elect to disconnect their serviceIn order to resolve the complaint at hand, ViaSat is unwilling to waive Mr*** Early Termination Fees in their entirety; however, ViaSat does agree to waive half of the approximate $285.00, not including taxesMr*** will be responsible for approximately $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/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishIf Mr*** 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- Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the information for the Account*** ***, Address: *** *** *** *** *** *** ***, Phone number on account ###-###-####Please take that information and look again at my problem

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly
Priority Data, download speeds up to Mbps, and upload speeds up to Mbps
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 softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on May 20, 2016, that speeds may vary and are not guaranteed
Our records show Mr*** contact Viasat several times regarding the speed of his service between February 26, and March 1, On numerous occasions, Mr*** was informed that his service was being impacted by network congestion in his areaAdditionally, Mr*** was provided with goodwill credits totaling $for his speed concerns
On March 1, 2018, Viasat’s Corporate Resolution Team (CRT) received an email from Mr*** regarding the speed of his service and network congestion in his areaA CRT representative attempted to reach out to discuss the matter with Mr*** and confirm that his service was, in fact, being impacted by network congestion, but there was no answer and no opportunity to leave a messageThey attempted to reach out to Mr*** again on March 2, 2018, but were still unable to reach him
In response to this complaint, Viasat reviewed Mr***’ account and determined that he is receiving speeds within advertised range during the daytime hours
Thank you for the opportunity to respond

Thank you for bringing *** *** rebuttal to our attention
Unfortunately, due to an error, *** *** early termination fees were not waived as promised in ViaSat’s initial responseSubsequently, on June 28, 2016, ViaSat collected a payment of $for her early termination fess ($344.50), a month of Exede Voice services ($15.48), and applicable taxes ($3.96)We apologize for any frustration this may have caused *** *** to experience
As resolution to this complaint, ViaSat has issued a refund of $as of July 25, It will take *** *** 3-business days from the issue date for her to see it deposited into her account
Thank you for the opportunity to respond