ViaSat, Inc.

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.

Complaint: [redacted]
I am rejecting this response because:The company does not offer an appropriate solution. Mrs. [redacted] services do not work as stated, nor did the representative use "up to" describing the online service. Many customers have complained that the online service is very slow and is comparable to dial-up service. How will Mrs. [redacted] know the terms and conditions when the agreement was signed via a mobile phone. The representative did not disclose important details regarding the agreement insofar as termination fees nor the "fine print". It would be fair to understand the misconduct of the representative. Yes, she has been using the service and called a few days after countlessly about the issues she was having. Please advise on the next appropriate action. If the matter is not resolved please make notation of the company's unethical practice to caution prospective customers.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.
Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. As Mr. [redacted] ordered...

service during a promotional period, he is currently receiving a discount of 20.00 off his bill per month for the first three months of service, and EasyCare at no cost for the same length of time. The Unlimited Data Bronze 12 service plan provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
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.
Our records show Mr. [redacted] contacted Viasat’s Sales Department on February 20, 2018 to inquire about service. After he specified what his internet needs were, the Viasat representative recommended Viasat’s Unlimited Data Silver 25, but informed Mr. [redacted] that the Unlimited Data Bronze 12 plan was also available if he wanted a lower-priced plan. The Viasat representative also advised Mr. [redacted] with the differences between the two plans. During this conversation the Viasat representative also informed Mr. [redacted] that he could order DIRECTV’s service through Viasat, and discussed the television packages available to him as well as the pricing for both services. Mr. [redacted] moved forward with ordering both the Viasat Internet and DIRECTV television service. We apologize if Mr. [redacted] was not placed on the Viasat Internet service plan that he wanted.
The Viasat service was installed at Mr. [redacted] home on February 23, 2018. Mr. [redacted] called Viasat on February 27, 2018 to confirm which service plan he was receiving. When the Viasat representative informed him that he was receiving the Unlimited Data Bronze 12 service plan, Mr. [redacted] advised that he’d been under the impression that he was to receive the Unlimited Data Silver 25 service plan. The Viasat representative offered to transition Mr. [redacted] service plan and informed of him the transition disclosures. Mr. [redacted] declined the offer.
Viasat received another call from Mr. [redacted] the same day at which time he requested the disconnection of his account due to his service plan issues. The Viasat representative offered to transition Mr. [redacted] service plan to one that would better meet his needs and provide him with a discount of $10.00 off his bill per month for 12 months, but Mr. [redacted] declined. During this conversation, Mr. [redacted] was also educated on network prioritization, as described above.
As resolution to this complaint and in consideration of Mr. [redacted] short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 24, 2018.
Mr. [redacted] will be responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.
If Mr. [redacted] would like to move forward with the disconnection of his account, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. [redacted].
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.

Initial Business Response /* (1000, 5, 2015/08/20) */
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] did contact ViaSat's customer service department on July 11, 2015 to request the...

disconnection of her ViaSat account. During her conversation with ViaSat's customer service department she was informed that she was not responsible for returning the leased equipment in error. Ms. [redacted] was in fact responsible for returning the leased equipment per the Customer Agreement. As the equipment was not returned within the 30 day time frame, Ms. [redacted] was charged $324.00 on August 16, 2015 for failure to return.
Due to this error, and the misinformation provided to Ms. [redacted], ViaSat has moved forward with issuing the refund of $324.00 to the payment method on file. Ms. [redacted] should receive this refund within three to five business days. Should she not, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Again, we apologize for any frustration this situation may have caused. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention.
Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $100.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan...

provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 60 GB of data during their monthly billing period on the Unlimited Data Silver 25 plan, 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, signed by Mr. [redacted] on March 24, 2018, and Unlimited Data Policy available at exede.com/legal.
Our records show Mr. [redacted] contacted Viasat on March 28, 2018 because he was experiencing connectivity issues. During this conversation, Mr. [redacted] was guided through troubleshooting, after which it was determined his service was being impacted by a network outage. Mr. [redacted] was advised to call back later if he was still experiencing an issue as further assistance could not be provided during an outage.
Viasat received a second call from Mr. [redacted] the same day regarding his connectivity. Once again, Mr. [redacted] was guided through troubleshooting, after which a service call was ordered. This service call was completed on March 30, 2018 with the technician realigning the dish.
Mr. [redacted] called Viasat again on April 3, 2018 regarding his monthly bill and his data usage. At this time, the Viasat representative advised Mr. [redacted] that he had reached the above-mentioned 60 GB threshold, and reviewed how much he would be paying per month.
On April 7, 2018, Mr. [redacted] called to advise he was dissatisfied with the service and interested in disconnecting. At this time, he was reminded of the 24-month minimum service term and early termination fees.
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
As resolution to this complaint, Viasat will agree to waive Mr. [redacted]’s early termination fees in full if he disconnects prior to April 28, 2018. Mr. [redacted] will be responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions
If Mr. [redacted] would like to move forward with the disconnection of service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 27614428.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I never received any information.  also never asked to keep the service on for 24 hours so that I could talk to any one else. Fact is that the person informed me that he had to speak to some one higher up. I asked that service be turned off repeatedly.  Finally I was forced to DEMAND THAT SERVICE BE STOPPED. No matter how many times I tried to commutate trying to Resolve this issue I got the same response. That they had to speak to some one higher up. I honestly can't believe that this is still going on. No consumer should have to go through this. 
Sincerely [redacted]

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. .

Initial Business Response /* (1000, 5, 2015/07/07) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she [redacted] have experienced.
Customers have the ability to move their ViaSat service from one location to another at no extra cost. By electing to...

move their service to a new service location at no charge, customers are obligated 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.
Our review of Ms. [redacted]'s original account (no. XXXXXXXXX) shows that she contacted ViaSat on April 2, 2015 to move her services, at which time she was advised that she would be required to agree to a new 24-month minimum service term. As Ms. [redacted]'s move was over a week out, she was asked to call back when she was within the week of her move so there would be very little interruption in her service. Ms. [redacted] contacted ViaSat again on April 6, 2015, at which point an account (no. XXXXXXXXX) was created at her new service address.
At the time of Ms. [redacted]'s move, ViaSat introduced new service plans into her area, and phased out others. As ViaSat's move process requires a separate account to be created at a subscriber's new location, ViaSat was unable to provide Ms. [redacted] with ViaSat's Freedom plan when she moved to her new home. We apologize for any inconvenience this [redacted] have caused Ms. [redacted] to experience. The Exede Internet service was installed at Ms. [redacted]'s new home address on April 12, 2015, at which time Ms. [redacted] signed a new Customer Agreement.
The Freedom plan offers considerably more data (150 GB at $109.99) per month than ViaSat's other service plan offerings; however, the Freedom plan does not provide customers with unlimited data. ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. Freedom Plan customers who use greater than 150 GB of monthly data will experience reduced speeds until the end of their monthly billing period, and [redacted] be asked to reduce their monthly usage below 150 GB or transition to another service plan, per the Bandwidth Usage Policy. Customers are made aware of the Bandwidth Usage Policy at the point of sale; it is also addressed on the first page of the Customer Agreement.
Ms. [redacted] contacted ViaSat on April 20, 2015 because she was experiencing a connectivity issue. During this conversation, the ViaSat representative guided Ms. [redacted] through troubleshooting, after which it was determined a free service call would be required to resolve Ms. [redacted]'s concerns. Ms. [redacted] accepted the service call offer. Our records show this service call took place on April 25, 2015 with the ViaSat technician replacing the modem. ViaSat has had no further calls from Ms. [redacted] regarding any further connectivity issues she [redacted] have experienced.
On June 29, 2015, Ms. [redacted] filed a Federal Communication Commission complaint against ViaSat regarding the Freedom plan. We apologize for any frustration Ms. [redacted] have experienced. If she has any questions or requires any assistance, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I should never of had to open a new account and I would like to of had my 150 GBs back. It wasn't just a local phase out. I work with a lady in another county who mysteriously couldn't get the same plan either. So no I do not accept this. This is just a run down of my business with them. Not a response to my issue.
Final Business Response /* (4000, 9, 2015/07/13) */
Again, we apologize for any frustration; however, when a customer elects to move and a new service agreement is created, new package offerings may occur due to the new location of the services. Customers are not required to move their ViaSat services when they relocate, but if not; they are responsible for any applicable early termination fees that might apply if the account is disconnected. If Ms. [redacted] did not accept the new packages being offered to her within her area, she had the option of disconnecting her account. Exede.com provides customers the ability to use their zip code to determine what packages are available within their area. ViaSat believes this complaint has been addressed. Thank you!

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]

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.

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration this issue [redacted] have caused him.
Our records show Mr. [redacted] contacted ViaSat on July 17, 2015 because he was experiencing a connectivity issue....

During this conversation, the ViaSat representative guided Mr. [redacted] through troubleshooting, after which it was determined that a service call would be required to resolve Mr. [redacted]'s concerns. A service call was ordered; however, there were no calendar dates available because there was no technician assigned to cover Mr. [redacted]'s area.
Between July 20, 2015 and July 22, 2015, Mr. [redacted] contacted ViaSat multiple times regarding his service call. Each time, he was advised that there was no technician assigned to cover his area. On July 21, 2015, a ViaSat representative recommended that a sales channel change be processed on Mr. [redacted]'s account so a local ViaSat dealer in his area could fulfill his service call, at which time his original service call was cancelled. Unfortunately, it was determined that a sales channel change could not be processed on Mr. [redacted]'s account. We apologize for any frustration he [redacted] have experienced. In total, Mr. [redacted] has received $70.24 in credits for his connectivity and service call issues. On July 22, 2015, a new service call
In response to this complaint, ViaSat internally escalated Mr. [redacted]'s service call scheduling issues for review and resolution. Currently, ViaSat has Mr. [redacted] scheduled for July 29, 2015, and is looking for a technician to go out to his home to resolve his connectivity issues. Mr. [redacted] should be advised that he [redacted] be contacted for rescheduling.
If ViaSat is unable to fulfill this second service call by August 17, 2015, ViaSat is willing to disconnect Mr. [redacted]'s account with his early termination fees waived in full. In the event this happens, Mr. [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
We apologize for any frustration Mr. [redacted] have experienced. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It could have been thirty plus days to get any service. I feel that amount of time was absolutely ridiculous . also the five references they gave me to use for service, they would not honor. they knowingly sold me a product they could not service. since they could not honor their own contract I want released from it. I will return their equipment to them. I went with Dishnet for my internet. The owner installer lives 30 miles from me. I had internet the very next day, and he will be my service man if needed
Final Business Response /* (4000, 9, 2015/07/31) */
Thank you for bringing Mr. [redacted]'s rebuttal to our attention.
Our records show that a ViaSat representative reached out to Mr. [redacted] on July 26, 2015 to confirm his July 29, 2015 appointment, at which time Mr. [redacted] requested that his service call be cancelled. We apologize that this work order was not completed in a timeframe that met Mr. [redacted]'s expectations.
In order to further resolve this complaint, ViaSat is willing to waive Mr. [redacted]'s early termination fees in full when he disconnects his account. Mr. [redacted] will be responsible for returning ViaSat's modem and transceiver within 20 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 return instructions.
Currently, Mr. [redacted]'s account is still active. If he would like to move forward with the disconnection of his account, he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.
Final Consumer Response /* (2000, 11, 2015/08/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I cancelled my account with Exede on July 24th. Service tech was at my house on Saturday July 25th at 9:00 AM. to install my Dishnet internet. I know that I am still a viasat customer but when you live out in the country as I do, there are no choices. At least know the person that installed my internet will be the one to service it.

Complaint: [redacted]
I am rejecting this response because: I don't agree with the business resolution, I would like a full refund. I never received the service that I requested. I was surprised with a service charge for a full month. This experience has caused a huge inconvenience during my personal time and while at work as well. How can I be charged for something I didn't receive? I also never signed anywhere...
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion. Our records show that Ms. [redacted] purchased ViaSat’s internet service and had it installed on August 25, 2016.  At the time of sale, customers are informed that if they rent their property, they...

need to have their landlord’s permission before installation.  ViaSat was not informed by Ms. [redacted] that the service installation was not approved by you and thus ViaSat installed the service as authorized by Ms. [redacted].  Each customer has access to ViaSat’s Customer Agreement at [redacted].  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Ms. [redacted]’s electronic signature on the Customer Agreement dated August 25, 2016.    On August 26, 2016, Ms. [redacted] contacted ViaSat to request the disconnection of her ViaSat account. During this conversation, Ms. [redacted] was advised of the early termination fees that would apply should she move forward with the disconnection of her ViaSat account. Ms. [redacted] advised that she would like to disconnect her ViaSat account. 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. At the time of disconnection, Ms. [redacted] was advised that she was responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it will include return instructions. On August 28, 2016, ViaSat collected $365.40 from Ms. [redacted] for the early termination fees. Then on September 28, 2016, Ms. [redacted] was charged $321.00 for failure to return the leased ViaSat equipment. As a gesture of good faith, ViaSat will agree to refund Ms. [redacted] the $365.40 for the early termination fees. However, ViaSat does not agree to refund the $321.00 for failure to return the leased equipment until the equipment has been returned. The refund of $365.40 will be issued to the payment method on file as of September 29, 2016. Ms. [redacted] should receive this refund within three to five business days. If Ms. [redacted] needs additional labels and boxes, please have her contact ViaSat’s 24-hour Customer Service Department at ###-###-####. Thank you for the opportunity to respond.

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 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.

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.

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.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused. On November 12, 2016, Ms. [redacted]’ contacted ViaSat to request the disconnection of her ViaSat as she was relocating and need to create a new account....

The new account was activated on November 23, 2016, but her old account was not disconnected until November 15, 2016, due to the pending order.    ViaSat collected a onetime payment of $80.92 from Ms. [redacted]’ original account ([redacted]) on November 8, 2016. As the new account was activated on November 23, 2016, ViaSat collected a onetime payment of $124.42 for the first month of services on November 24, 2016. Additionally, Ms. [redacted] was given $10.00 off her monthly services for twelve months beginning December 1, 2016. Ms. [redacted] contacted ViaSat December 6, 2016, to discuss the charge on her original account and request a refund for the duplicate charges. During this conversation, Ms. [redacted] was educated that a request would be escalated and it could take seven to fourteen business days before completed. Since this date, Ms. [redacted] has been waiting eleven business days for the duplicate refund. In response to this complaint, and as a gesture of good faith, on December 21, 2016, ViaSat issued the refund of $80.92 to the payment method on file. Ms. [redacted] should receive the refund within three to five business days. If she does not, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####.  Thank you for the opportunity to respond .