ViaSat, Inc.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]    They left out the date on my statement 5/18 which clearly shows the bank reversing  their provisional credit of $344.00 to me.#[redacted]. Thank You [redacted]

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. Ms. [redacted]’ had her account disconnected on July 20, 2016. ViaSat set-up a service call for July 25, 2016 to have the tria removed from the dish so that Ms. [redacted]’ could...

send the tria back. This service call was cancelled and escalated to the home service provider to see why. ViaSat spoke with a [redacted] on July 25, 2016 and explained that the service call was cancelled and a new one would need to be scheduled but we would need to speak with the account holder in order to have this done. The phone call was ended so ViaSat’s supervisor attempted to call back. Once again ViaSat’s supervisor spoke with [redacted] and once again the call was disconnected so ViaSat did not make another attempt to call back. In order to arrive at a resolution ViaSat has waived off the charge for the tria and Ms. [redacted]’ will not need to send it back and ViaSat will not need to set-up a service call. At this time Ms. [redacted]’ will just want to send back the modem so that a charge is not placed on the account. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/18) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Upon receipt of your complaint ViaSat attempted to locate your account, but was unable to do so...

with the information provided. ViaSat would like to bring this complaint to resolution, and in order to do so, if Ms. [redacted] could provide the account number, the phone number, or name listed on the account we can better assist in resolution.
Thank you again 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. It is our goal to provide Ms. [redacted] 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. The customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internet. Because of these many variables, ViaSat cannot guarantee any particular speed to the customer.   ViaSat discloses at the point of sale and in its Customer Agreement signed by Ms. [redacted] on December 9, 2016 that speeds may vary and are not guaranteed.      Ms. [redacted] has contacted ViaSat numerous times starting on March 7, 2017 regarding her speed concerns. ViaSat’s Customer Care agents went through troubleshooting with Ms. [redacted] and it was determined that the internet speed issue Mr. [redacted] was experiencing was due to congestion during peak hours. ViaSat has also performed two service calls at Ms. [redacted]’s home and replaced the modem and tria. ViaSat understands that Ms. [redacted] may still be experiencing speed issues due to congestion during peak times. We apologize for the inconvenience. If Ms. [redacted] feels that the service is not going to meet her needs or expectations ViaSat is willing to let Ms. [redacted] out of the remaining 2 year contract at no charge. She can contact Customer Care at [redacted]. Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
[redacted] is currently receiving ViaSat’s Classic Exede 10 GB plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This...

service plan provides customers with a 10 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. This service plan also comes with a Free Zone from 12:00 AM and 5:00 AM, local time, during which unmetered service is provided at no extra cost. She is also receiving ViaSat’s Exede Voice service at $29.99 a month, plus applicable taxes.
The Customer Agreement, signed by [redacted] on June 26, 2015 and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without notice.
ViaSat received notification from [redacted] on July 8, 2016 via online chat advising that her grandson had accidentally transitioned her service plan from the Essential 10 GB ($49.99 a month with a Free Zone from 3:00 AM to 8:00 AM, local time) to the Classic Exede 15 GB plan ($79.99 a month with a Free Zone from 12:00 AM and 5:00 AM, local time). During this conversation, [redacted] requested for her services to be placed back onto the Essential 10 GB plan due to the error; however, as the service plan is no longer available in [redacted] area, the representative was unable to process her request.
ViaSat received an email from [redacted] on Jul 9, 2016 regarding her service plan issues, at which time a ViaSat representative reached out to her to advise the error would be corrected. Unfortunately, due to a misunderstanding, [redacted] was placed onto ViaSat’s Classic Exede 10 GB plan ($49.99 a month with a Free Zone from 12:00 AM and 5:00 AM, local time) instead of the Essential 10 GB plan. When [redacted] contacted ViaSat to advise she’d been switched to the wrong plan, she was once again informed that the Essential 10 GB plan was no longer available in her area. We apologize for any frustration this may have caused [redacted] to experience.
In order to resolve this complaint, ViaSat has escalated [redacted] account to have it placed back onto the Essential 10 GB plan as of July 21, 2016. This request may take 3-5 business days to process. [redacted] should be advised that if she switches her plan from the Essential 10 GB to any other plan in the future for any reason, she will not be able to transition back to it.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. Our records show ViaSat charged Ms. [redacted] $170.02 in monthly service fees on January 20, 2017, but the payment failed. Subsequently, on January 26, 2017, the account was suspended for nonpayment of service. On January 28, 2017, a credit of $129.99 was applied to Ms. [redacted]’s account for a free month of service off her service plan price, leaving a balance due of $40.03. ViaSat received a call from Mr. [redacted] the same day regarding the account status, at which time he was informed that the free month off his service plan price had been applied earlier that day, leaving a remaining balance due. At this time, Mr. [redacted] disputed the balance due and requested to speak to a supervisor; his call was transferred accordingly. During his conversation with the ViaSat supervisor, Mr. [redacted] was informed that the balance due, and was once again informed that a credit for a free month of service had been applied accordingly. Mr. [redacted] agreed to make a payment for the balance due, after which his account was resumed from suspension for nonpayment. We apologize for any poor service Mr. [redacted] may have experienced. He called back later the same day to advise that he did not have internet service, at which time he was guided through troubleshooting and the issue was resolved. Mr. [redacted] also informed the ViaSat representative of his experience with the ViaSat supervisor. ViaSat does not agree to provide Ms. [redacted] with another free month of service; however, as resolution, ViaSat has applied a credit of $25.00 to her account as of today, January 30, 2017. Additionally, ViaSat has escalated an internal request to have the interaction in question reviewed to ensure ViaSat’s quality customer service standards are met. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Our records show Ms. [redacted] is receiving ViaSat’s Exede Freedom 150 GB service plan at $99.99, plus applicable taxes and a $9.99 monthly lease fee....

This service plan provides customers with a 150 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. The service plan also comes with a Late Night Free Zone from 12:00 AM to 5:00 AM, local time, at which time unmetered data is provided at no extra cost. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms. [redacted] on May 8, 2014 (also available at [redacted]). Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. In July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede network. ViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at [redacted]. While Ms. [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above. Based upon the browsing history provided in his complaint, Ms. [redacted]’s data consumption is consistent with ViaSat’s records. Currently, Ms. [redacted] has used 161.6 GB of her allotted 150 GB plan. The majority of her usage has been consumed by Media, more specifically [redacted]. If Ms. [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activity. In response to this complaint, ViaSat internally escalated Ms. [redacted]’s account concerns on August 9, 2016 to ensure that her usage meter is working properly. At this time, ViaSat has not found any issues with Ms. [redacted]’s usage meter. 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 have included a short word doc.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation [redacted] have caused.
ViaSat does not recommend certain VOIP services or the use of Virtual Private Networks (VPN)...

applications with ViaSat's service. Customers are informed at the time of sale that ViaSat's service [redacted] not work well with gaming, VPN applications, or VOIP services. In addition, Section 1.1 of the Customer Agreement signed by Mr. [redacted] on January 30, 2015, clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services [redacted] not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans. Real-time or "twitch" online gaming activities [redacted] experience performance degradation over the network, including latency effects. VPN applications [redacted] not perform or [redacted] perform poorly and are not recommended."
Mr. [redacted] contacted ViaSat on several occasions in February 2015 regarding his services. During his conversations with ViaSat's customer service representative, Mr. [redacted] was advised that the Vonage services were not recommended with ViaSat. Mr. [redacted] contacted ViaSat's Customer Service Department on February 19, 2015 to requested the disconnection of his ViaSat account. During his conversation with the ViaSat customer service representative, Mr. [redacted] was advised of the early termination fees that would apply should he move forward with the disconnection of his account per the Customer Agreement. Mr. [redacted] ultimately hung up on ViaSat's customer service representative as he did not agree with the early termination fees.
Therefore, Mr. [redacted]'s ViaSat account remained active as he did not agree to the disconnection of his account per the early termination fees. Subsequently, ViaSat continued to attempt to collect Mr. [redacted]'s monthly payments to no availability until August 2015 as his account was disconnected due to non-payment. On September 16, 2015 Mr. [redacted] once again contacted ViaSat's customer service department to discuss the current balance owed. At that time, Mr. [redacted] informed the representative that he was unwilling to return the leased equipment as he was promised a refund of charges collected previously by a third party. However, the representative advised Mr. [redacted] that the third party did not have authority to advise of a refund owed to him as the fees were not collected by ViaSat, and they are not a direct employee of ViaSat.
In order to bring the complaint to resolution, ViaSat will agree to pull Mr. [redacted]'s account from the collections process upon receipt of the leased equipment. ViaSat will agree to send prepaid boxes and labels to his home for return. Please advise if Mr. [redacted] agrees to this resolution. ViaSat, however, will not agree to refund the $113.66 Mr. [redacted] is requesting as this charge was not collected by ViaSat and all other charges collected by ViaSat have been issued back to Mr. [redacted].
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told in person that Exede (ViaSat) would work with no problems with vonage, It never worked, even after three attempts of their repair people coming out. They are the ones who broke my equipment and when I told them this they told me to call their Sales Manager "Steve Manuser" he said to hire a company to take care of the issues that they caused and they would reimburse me. I did what I was told to do by Exedes Sales Manager; if you have a problem with this then you need to take it up with him, but are still responsible for your employees, I sent them the invoice with the proof of the damage that Exede caused to my equipment. I want to be reimbursed for that amount. Not only do I want the case pulled from the collection process, I want the bill to be zeroed out, not just pulled. I will send back the equipment as I said earlier. Why should I have to pay for a service that never worked, you break my equipment tell me to have some one fix it and send them the bill, which I did and now you say you won't pay.
Final Consumer Response /* (4200, 11, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ViaSat broke and or disconnected my equipment when installing their equipment that never worked in the first place how could you invoice. I made several attempts in phone calls to your service department to fix the problems that I already have told you about. I will attached the invoice proving the damage caused.
Final Business Response /* (4000, 13, 2015/10/20) */
ViaSat understands Mr. [redacted]'s position; however, there are no notes to indicate this conversation with Mr. Manuser. As Mr. [redacted] states that Mr. Manuser informed him to hire a company to take of the issues he was experiencing, Mr. [redacted] will need to contact Mr. Manuser regarding these charges. ViaSat did not collect these fees nor advise to contact an outside company; therefore, we are unwilling to issue a refund for this charge. All others fees as previously stated have been removed from the collections process. Thank you.

Thank you for bringing [redacted]’s complaint to our [redacted]ention. We apologize for any frustration she may have experienced with ViaSat.   [redacted] is receiving ViaSat’s Liberty 50 - Boost 25 + Free Zone Internet service plan at $99.99, a month, plus applicable taxes and a $9.99 monthly lease...

fee. This service plan provides 12 GB of priority data per month, download speeds up to 12 Mbps, and upload speeds 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.   It is our goal to provide 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. ViaSat discloses at the point of sale and in its Customer Agreement signed by [redacted] on June 29, 2017, that speeds may vary and are not guaranteed.   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.   [redacted] contacted ViaSat on July 17, 2017 to discuss the slow speeds she was experiencing while [redacted]empted to watch movies and download. During this conversation, the ViaSat representative performed troubleshooting steps including rebooting her ViaSat modem. Upon the completion of the reboot, [redacted] was receiving speeds of 24.5 download and 4.45 upload.   On July 25, 2017, [redacted] contacted ViaSat to again discuss the slow speeds she was experiencing and request the disconnection of her ViaSat account. During this conversation, the ViaSat representatives advised [redacted] that the speeds are not guaranteed, and performed troubleshooting steps. During this conversation, the ViaSat representative advised [redacted] of the disconnection disclosures including the early termination fees should she wish to move forward with the disconnection of her ViaSat.  As of today, July 26, 2017, [redacted]’s ViaSat account remains active.   Should [redacted]’s current plan not be meeting her needs, the following plans are also available within her area:   •             Liberty 12 - Boost 25 + Free Zone - $60.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •             Liberty 25 - Boost 25 + Free Zone- $85.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •             Liberty 12 - WiFi + Free Zone - $55.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •             Liberty 25 - WiFi + Free Zone - $80.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •             Liberty 50 - WiFi + Free Zone - $105.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.     If [redacted] would like to transition her service to a plan that better meets her needs or is experiencing any issues with her service, she may contact ViaSat’s 24-hour Customer Service Department at [redacted]. If [redacted] wishes to disconnect her ViaSat account, she may do so but ViaSat will only agree to waive half of the applicable early termination fees.   Thank You!

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. At the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination...

fees.  Each of these points is also addressed on the first page of the Customer Agreement signed by Mrs. [redacted] on December 22, 2015 and available at [redacted].  We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Since activation of his ViaSat account, Mr. [redacted] has not contacted ViaSat regarding any issues he might have been experiencing with his services. Due to this, ViaSat does not agree to refund any charges related the early disconnection of his ViaSat account.  However, ViaSat will agree to refund the balance of $175.00 as it is related to the prepaid lease fee. The refund of $175.00 will be issued to the payment method on file and should be received by Mr. [redacted] within three to five business days. Should Mr. [redacted] not receive this refund, please advise. 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 [redacted] 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. Thank you for the opportunity to respond. .

Thank you for bringing Mr. [redacted]’ complaint to our attention.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $100 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.  Because of these many variables, Viasat cannot guarantee any particular speed.  Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed. Mr. [redacted] called on December 26, 2017 because he was experiencing slow speeds. At this time, the Viasat representative informed him that his speeds were being directly impacted by network congestion.Mr. [redacted] called on February 6, 2018 once again with speed concerns. The Viasat representative performed troubleshooting with Mr. [redacted], after which his speeds slightly increased, but remained slow. Mr. [redacted]’ call was transferred to Viasat’s Technical Escalations Department for further assistance, at which time he was informed of network congestion.  Mr. [redacted] called on March 17, 2018 about slow speeds and was offered troubleshooting, which he accepted. After the troubleshooting was completed, the Viasat representative recommended a service call so a technician could review the setup of the Viasat equipment and perform additional troubleshooting. Mr. [redacted] declined the offer of a service call; however, Mr. [redacted] called again later the same day and was set up with a service call.  Mr. [redacted] called on March 21, 2018 about slow speeds and spoke to a supervisor. The Viasat supervisor reminded Mr. [redacted] of the network congestion impacting his service, and that while troubleshooting could be performed, there was nothing that could be done to alleviate the network congestion. Mr. [redacted] declined troubleshooting.In resolution to Mr. [redacted]’s complaint, Viasat would like to offer a one-time credit for $100.00 to cover the cost of one full month of service. This credit has been applied as of April 4, 2018.  Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
Customers have the ability to move their ViaSat service from one location to another at no charge. By electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer Agreement. ViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees.
Customers are responsible for returning the modem and transceiver associated with their original account within 30 days after its disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement signed by [redacted] on July 27, 2017. ViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instructions within a week after disconnection, to be delivered to the address on file or the customer’s new address upon request.
Our records show [redacted] called ViaSat on September 27, 2017 to move her service to her new address. During this conversation, [redacted] was informed of all disclosures associated with a one-time move, including that she would be responsible for returning ViaSat’s modem and transceiver once her original account had been disconnected. She was informed that the [redacted] equipment return kit would be shipped to her new address. [redacted] was also advised that the early termination fees for her original account would be waived. The account was scheduled for disconnection on September 29, 2017, per [redacted]’s request.
On September 30, 2017, [redacted]’s early termination fees were waived in full. ViaSat was informed on October 31, 2017 that [redacted] had not returned the modem and transceiver. Subsequently, on November 1, 2017, she was charged $321.00 in unreturned equipment fees, but the payment failed. [redacted] called ViaSat the same day regarding the charge, at which time she was incorrectly informed the charge was for the early termination fees. The ViaSat representative advised that they would escalate a credit to have the balance removed. When [redacted] advised she was charged overdraft fees, she was informed that she would need to fax in a copy of her bank statement so she could be reimbursed.
On November 2, 2017, it was determined that the modem associated with [redacted]’s original account was being used on her new account, and a request to have the unreturned modem fee was submitted. However, this request was not submitted properly; subsequently, on November 3, 2017, ViaSat successfully collected the unreturned equipment fees of $321.00 from [redacted] on November 3, 2017.
[redacted] contacted ViaSat on November 4, 2017 regarding the charge to her account, at which time a request to have the charge refunded was submitted. During this conversation, the ViaSat representative informed [redacted] that ViaSat did not have record of her transceiver being returned, and that she was still responsible for ensuring it was. At this time, [redacted] advised that she believed the technician had installed her old transceiver for service at her new address. [redacted] was informed that a new modem and transceiver were typically installed when a customer moved to a new location. [redacted] requested to speak to a supervisor regarding the matter. Unfortunately, call dropped while she and the representative were waiting for supervisor assistance; however, the ViaSat representative escalated a request to have [redacted] refunded the $321.00 charge.
As resolution to this, ViaSat has issued a refund of $321.00 to [redacted]’s payment method as of November 6, 2017. [redacted] should be informed that it may take 3 to 5 business days from the issue date for her financial institution to deposit the amount back into her account.
Additionally, ViaSat is willing to reimburse [redacted] for any overdraft fees she may have incurred as a result of the unreturned equipment fee. [redacted] should fax a copy of her 30-day rolling bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft fees. [redacted] should be advised to black out any personal information, such as her full bank account number. [redacted] can send this documentation to ViaSat via fax at [redacted] in reference to ticket no. [redacted].
Regarding the charge of $70.69 [redacted] was charged, our records indicate that is a valid monthly service payment for the active service at her new address. ViaSat does not agree to issue a refund for this amount. ViaSat will only reimburse [redacted] for the overdraft fees caused by the unreturned equipment fees.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. Mr. Guy was charged $194.52 on July 1, 2015 for the early termination fees. This fee was never paid so it stayed on the...

account. Mr. Guy was then charged $315.90 for non-returned equipment on August 1, 2015 bringing the total due to $510.42. On August 28, 2015 ViaSat reversed the charges of $315.90 as the equipment was returned, leaving the balance of $194.52 on the account. Ms. [redacted] called ViaSat on August 26, 2015 and made a one-time payment of $194.52 to the account to bring the balance to $0. As of today September 29, 2015 the account balance is at $0. Mr. Guy will no longer receive emails or collection notices. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still feel this company is unethical and will take advandage of people that will not stand up for themselves. I would not advise anyone to use their services. I should not have had to contact the company to let them know they were not going to take advantage of my son. I believe they would have continued to try to ruin his credit even though they had already received their equipment and had not removed it from his account.
Especially since the company misled my son as to the capibilites of the internet to work with his online gaming system. When he contacted them the day after his service started and was told he would have to pay the disconnect fee reguardless. I just wish he had let me know as soon as it happened so I could have helped him resolve the matter.

Initial Business Response /* (1000, 5, 2015/08/19) */
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 Data Allowance Policy, the 24-month minimum service term...

commitment, and the early termination fees. Each of these points are also addressed in the electronic customer agreement signed by Ms. [redacted] on January 14, 2015. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. In section 3.2 of the customer agreement, ViaSat has authorization to collect payments from the payment method on file including service charges, early termination fees, and unreturned equipment fees. ViaSat offered to send a technician to Ms. [redacted]'s home to correct the issues she was experiencing; however, Ms. [redacted] opted not to have the technician come. ViaSat has denied the early termination fee waiver as Ms. [redacted] would not allow a technician come to try to correct any issues she may have been experiencing. At this time the early termination fee will remain valid and no refund will be issued. Thank you for allowing ViaSat 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 feel like the business's response was incomplete. The reason I did not want a technician to come to my home was because of the experience I had with the first tech. He did not arrive in the time that the company set up, and he was there until almost midnight, climbing on my snowy roof in the dark. This safety issue was also not addressed by the business. I do not feel this is acceptable and I do feel that it is a valid excuse for not wanting a tech to come to my home again. At this point, I still strongly feel I am deserving of a refund of the early termination fee.
Final Business Response /* (4000, 9, 2015/08/27) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. ViaSat apologizes for the experience Ms. [redacted] had with her initial installation. ViaSat has the ability to reassign technicians and make sales channel changes that the customer can receive a different technician. When ViaSat offered Ms. [redacted] the option for a technician to come to the home to check on the issue, she declined. At that time ViaSat advised Ms. [redacted] that the early termination fees would be valid if she disconnected the service. As for the safety of the technician, each technician is trained extensively to know when and when not to do an installation on a home, had the technician felt that there was any safety concerns he could have opted to reschedule the installation. In order to arrive at a resolution ViaSat is willing to issue a refund for half of the early termination fees. A refund of $133.62 has been issued back to the payment method today and Ms. [redacted] will see that refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.Our records show Ms. [redacted] was receiving Viasat’s Unlimited Data Silver 25 service plan at $100 a month, plus Viasat’s EasyCare program at $5.99 monthly, 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 60 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 60 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.The Customer Agreement provided to each new customer, and signed by Ms. Sukey [redacted] on February 28, 2018 and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On February 28, 2018, Ms. [redacted] contacted Viasat to request a disconnection of her services. She stated that she had been informed that the Unlimited Silver 25 plan had a threshold of 150 GB by her technician and sales representative. Ms. [redacted] was advised that the Unlimited plans have no hard data limit, and that she should only experience prioritization after she had reached her threshold limit and if there was congestion in the area. Ms. [redacted] chose not to proceed with her disconnection. On March 20, 2018, Ms. [redacted] contacted Viasat to request a technician complaint be placed against her installing technician, as she stated that she had been advised there would be no loss of speeds with her plan. Ms. [redacted] requested a disconnection of her services, stating that she was within a trial period. A Viasat representative advised her that Viasat does not offer a trial period, but honored Ms. [redacted]’s request to disconnect her services. Disconnection disclosures were read, including information about early termination fees. Also on March 20, 2018, Ms. [redacted] contacted Viasat to request to speak to a supervisory representative about her disconnection. The Viasat representative advised her that they could internally escalate her request to review her account for a waiver of the early termination fees, which was done the same day. The request for the waiver was correctly denied based on the information given at the time.On April 1, 2018, Viasat billed Ms. [redacted] in the amount of $313.06 for early termination fees. Due to Viasat not having an updated payment method on file, no charge went through, and no payment was collected by Viasat. This has created a past due amount on Ms. [redacted]’s account. On April 6, 2018, Ms. [redacted] contacted Viasat multiple times about her early termination fees and the reasoning behind her disconnect. She was advised by a supervisory representative that the sales call would be listened to to determine if Ms. [redacted] had been misinformed or not. On April 7, 2018, the supervisory representative notated that Ms. [redacted]’s story had been accurate, and requested internally that Ms. [redacted]’s past due balance be waived. In resolution to this complaint, Viasat will honor the waiver of early termination fees for Ms. [redacted]’s account. We apologize for any misinformation she might have been given. The waiver has been applied as of April 9, 2018. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat does not issue refunds for unused services on any accounts. Ms. [redacted] was charged just before the account was...

disconnected for that month of service. In order to arrive at a resolution ViaSat has agreed to issue the refund of $80.67 back to Ms. [redacted] today November 6, 2015 and Ms. [redacted] should see that refund back within 3-5 business days. Thank 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.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of these...

points are also addressed in the customer agreement signed by Ms. [redacted] on July 1, 2016 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat understands that the services are not meeting the needs or expectations for Ms. [redacted]. In order to arrive at resolution ViaSat is willing to waive the early termination fees should Ms. [redacted] wish to disconnect the account. Ms. [redacted] will need to contact customer care at [redacted] and reference ticket number [redacted] to have the account disconnected and to have the disclosures read. Ms. [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that is sent courtesy of [redacted] once the account is disconnected. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: You seen from their response that, as I previously stated, ALL of their equipment was returned. And I am sending proof of the money they STOLE from my account and I want it RETURNED... 
Sincerely,
[redacted]

Thank you for bringing Ms. ***'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
ViaSat is currently only offering the Freedom plan in select areas. There are some technical hurdles we need to overcome to be able to transition...

subscribers on a Classic *** plan onto the virtually unlimited Freedom plan. We are evaluating the Freedom plan in areas where we have the highest available capacity on our satellite beams (i.e., there are not as many people on the *** service in these areas). In these areas, we can offer a virtually unlimited service without compromising service speed and quality. There is no defined timeline for this, so we ask for your patience. Our goal is to offer as much data we can while keeping our network uncongested and speeds at or above 12 Mbps. If we offered the Freedom Plan across our entire network at the present time, it would lead to network congestion, which we're trying to avoid.
ViaSat does not offer an unlimited service plan. ViaSat does offer its Freedom plan, which offers considerably more data for $99.99 a month; however, this plan is currently not available in Ms. ***'s area. Currently, there is no defined timeline for when the Freedom plan will be available in more areas.
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms. *** on December 27, 2012 (also available at ***.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.
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.
Provided this information and that the Freedom Plan is not currently offered in Ms. ***'s area, ViaSat believes this complaint has been resolved. Ms. *** may contact ViaSat's customer service department if she feels our services are not meeting her needs and wishes to disconnect her ViaSat. ViaSat's customer service department may be contacted at ###-###-#### and please have her reference ticket ***.
Thank you for the opportunity to respond.