ViaSat, Inc.

Complaint: [redacted]
I am rejecting this response because:  [redacted]s did not sign any document or contract relating to this service.  The contract that is referred to by the Exede respondent above was NEVER even shown to any of the authorized representative of [redacted]s, and obviously as stated above NEVER did any authorized representative sign the agreement.  -Please note the agreement here ATTACHED which was signed incorrectly in the spot reserved for residential service by electronic signature by Exede or it's representative.  The agreement should have been signed on the right hand sign by an authorized representative.-Note there is no authorized representative signature for the company on the right hand side that has acknowledged the contract.  Note there is no individual PERIOD that appears on that contract.-The agreement was forged (not seen or signed by any individual associated with [redacted]s), and was done so incorrectly.
-Exede and it's representatives deliberately withheld the contract, forged the signature, and tried to force it's terms.  The contract did not represent earlier verbal representations by Exede and it's Broker.  The plan in question is not available to businesses.-THIS PLAN WAS NEVER USED!  The business has been closed for vacation since 10-13-16.
Sincerely,
[redacted]

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 [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 our attention.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated...

computer equipment and software.   Because of these many variables, Viasat cannot guarantee any particular speed to you.  Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. Mr. [redacted] is currently receiving promotional discounts in the amount of $20 off for 3 months, as well as a 3 month credit to cover the cost of his EasyCare program. 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.Mr. [redacted] contacted Viasat on February 7, 2018 to advise that he was experiencing slow speeds with his Viasat services. A Viasat representative assisted him in troubleshooting, and it was determined that the problem was due to network congestion. The representative requested that Mr. [redacted] contact Viasat in the morning to determine if this was the true source of the problem, as he should not be experiencing network congestion then. In response to this complaint, Viasat has reviewed Mr. [redacted]’ account. As of February 8, 2018, Viasat has not found any issues with Mr. [redacted]’ service.If Mr. [redacted] has any further questions regarding his services or would like troubleshooting assistance, he 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 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.
The Customer Agreement, signed by [redacted] on June 16, 2012 and available at exede.com/legal, advises that ViaSat will not provide a prorated refund for any prepaid fees regardless when the service is terminated.
Our records...

show [redacted] contacted ViaSat on May 12, 2017 because she was going to have repairs done to her roof, and would need a service call for the dish. The ViaSat representative informed [redacted] of all service call disclosures before ordering a service call scheduled for May 23, 2017.
ViaSat’s Home Service Provider (HSP) contacted [redacted] on May 23, 2017 because the technician was unavailable to fulfill her appointment. There was no answer and a message was left. [redacted] called the HSP back the same day, at which time her appointment was rescheduled to May 27, 2017. The technician went out on the scheduled appointment date, and removed [redacted]’s dish from her roof per her request. [redacted] informed the HSP on June 4, 2017 that she would call ViaSat to order another service call once the repairs to her roof had been completed.
[redacted] called ViaSat on June 7, 2017 to order a service call to have her dish reinstalled. This service call was scheduled for June 20, 2017. On June 10, 2017, the HSP contacted [redacted] to advise that the technician would be out in her area on June 14, 2017, and to see if they could reschedule her for a sooner date. [redacted] declined the offer as she was out of town.
On June 20, 2017, ViaSat collected a payment of $59.51 from [redacted] for her monthly service fees. The HSP called [redacted] the same day to advise that the technician could not fulfill her work order on the appointment date, and to reschedule her appointment. [redacted] declined rescheduling and advised that she would be going with a local service provider.
[redacted] called ViaSat the same day, at which time her account was disconnected, per her request.
On July 29, 2017, [redacted] called ViaSat to inquire about a refund for her monthly service fees, at which time she was informed that ViaSat did not issue a refund for unused services.
As resolution to this complaint, ViaSat has issued a refund of $59.51 to [redacted]’s payment method as of August 1, 2017. [redacted] should be informed that it may take her three to five business days from the issue date for her to see it deposited into her account.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.Our records indicate that Ms. [redacted] contacted Viasat on January 18, 2018 and requested to speak to a supervisory Viasat representative. Unfortunately at the time, none were available to assist her, and the Viasat representative Ms....

[redacted] was speaking with offered to place her on a callback list. Ms. [redacted] accepted. On January 19, 2018, a supervisory Viasat representative attempted to contact Ms. [redacted], but received no answer. Due to this, no request was placed to honor the original agreement Viasat had entered into with Ms. [redacted]. We apologize for any inconvenience this may have caused Ms. [redacted]. On January 23, 2018, Ms. [redacted] requested disconnection of her services took place. On January 24, 2018, Ms. [redacted] bill cycled, causing the full amount of her early termination fees to be billed to the payment method on file. Per the Customer Agreement, signed by Ms. [redacted] on November 22, 2017, Viasat is authorized to take all applicable fees from the payment method on file. In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees as per the original agreement made with Ms. [redacted], as well as any overdraft fees that may have resulted from the full charge of the early termination fees. A refund of $164.52 has been processed to the payment method on file as of January 29, 2018. Regarding the refund of the overdraft fees, Ms. [redacted] will need to please provide a running bank statement showing the balance before and after we withdrew the money, and the total amount of overdraft fees incurred. She may send this statement to [email protected] in reference to ticket no. [redacted]. Ms. [redacted] is still responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. If she 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, 6, 2015/07/30) */
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 advised of the upfront charges that will take place on the payment method that is...

placed on file. We apologize if Ms. [redacted] feels these points were not addressed to her satisfaction. Ms. [redacted] was charged $99.99 on July 11, 2015 and ViaSat advises 7-14 business days for the refund to be processed. On July 28, 2015 the refund was issued back to Ms. [redacted]'s payment method and she will see that refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept their response because it's simply not true. I was NOT informed that my credit card would be charged $99.99 for installation. I was told that I would be charged for $49.99 for the first monthly installments. I was never told by either Viasat Inc nor Direct TV that there were any installation charges.
I did however finally receive my refund in my account on July 30th.
Final Business Response /* (4000, 10, 2015/08/05) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. We apologize that Ms. [redacted] was not told about the $99.99 installation fee. These charges should be explained at the point of sale. ViaSat did move forward with issuing the refund back to Ms. [redacted] which she states she received on the 30th of July. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Mr. [redacted]'s 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, early termination fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on July 22, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction.
Mr. [redacted] called ViaSat on August 4, 2015 to disconnect his account. The Customer Agreement signed by August 4, 2015 obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
On August 24, 2015 ViaSat attempted to collect $344.03 from Mr. [redacted]'s payment method on file for the early termination fees; however, the payment failed. Therefore, on September 24, 2015 ViaSat collected $668.03 from Mr. [redacted]'s payment method on file for the early termination fees ($344.03) and failure to return the leased equipment ($324.00).
Nevertheless, on October 1, 2015 ViaSat refunded Mr. [redacted]'s payment method on file $324.00 for the return of the leased equipment and on October 7, 2015 he was refunded $299.00 for the prepaid lease payment previously collected on July 16, 2015. These refunds should have been received by Mr. [redacted] within three to five business days. Should he not receive the refund by October 15, 2015, please advise.
In regards to the $344.03 collected for the early termination of his ViaSat account, ViaSat is unwilling to refund these charges in full as Mr. [redacted] did not provide ViaSat the opportunity to resolve any issues he may have been experiencing. However, in order to bring this complaint to resolve, ViaSat will agree to refund half the early termination fees collected. The refund of $172.02 will be issued back to the payment method on file as of October 12, 2015 and should be received by Mr. [redacted] in three to five business days. Again, if he does not receive this refund by October 19, 2015, please advise. He may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did make it clear that I was signing up for a 24 month contract. I had not problem signing for 24 months. We do it all the time for mobile phone service.
However, the service they claimed to offer was not as they claimed. I never had more than 4 MBPS. They claimed to offer 12. I didn't see why I was made to stay with them for 24 months if the service was awful. I researched the internet and found hundreds of complaints by Exede customers also complaining about the slow speed they were getting and how Exede wanted to charge them an early termination fee.
Now Exede's advertising shows they offer speeds UP TO 12MBPS. Not 12 as they had been promoting.
Final Business Response /* (4000, 9, 2015/10/20) */
As previously stated, customers are reminded of the Data Allowance Policy and the 24-month minimum service term committed. Mr. [redacted]'s speeds appeared to be slowed; however, he did not allow ViaSat the opportunity to resolve. Additionally, per section 7.1 of the Customer Agreement it states:
7.1 Disclaimer of Warranties. "You expressly agree that use of the service is at your sole risk. ViaSat and ViaSat's subsidiaries and affiliates and each of their respective officers, directors shareholders, employees, agents, wholesalers, dealers, distributors, suppliers, licensors and third party content providers (collectively, "ViaSat's Partners") Disclaim any and all warranties that the service will be uninterrupted or error free as well any and all warranties as to the results to be obtained from use of the service, including, without limitation, any minimum upload or download speeds. The service is distributed on an "as is" and "as available" basis without warranties of any kind, either express or implied, including without limitation, warranties of title or implied warranties of merchantability, fitness for a particular purpose, accuracy or completeness of informational content, non-infringement or otherwise, except the foregoing shall not apply in states where it is prohibited."
Due to this, ViaSat sticks with their previous offer of refunding half of the early termination fees. This refund was completed on October 12, 2015. Thank You!

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat charged Ms. [redacted] on October 8, 2016 in the amount of $300.00 for non-returned equipment. Per the customer agreement ViaSat asks that two (2) pieces of equipment be sent back within 30 days of disconnection in order to avoid the non-returned equipment charges. On October 10, 2016 ViaSat showed the tria piece as returned and issued Ms. [redacted] a refund of $150.00 back to the payment method on file. ViaSat was not showing the return of the modem which is why the other $150.00 was not refunded. In order to arrive a resolution ViaSat has agreed to issue a refund of the $150.00. Ms. [redacted] will see this refund within 3-5 business days. Thank you for allowing ViaSat 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.

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.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Our records show Ms. [redacted] contacted ViaSat on January 29, 2016 to inquire about service. During this conversation, Ms. [redacted] advised she’d received a flyer in...

the mail advertising for service at $39.99 a month. The sales representative confirmed that ViaSat’s Essential 10GB service plan was available to her at this price, and proceeded to advise her of the service plan pricing. When asked, Ms. [redacted] confirmed that she did intend to utilize the service for Netflix. Due to a technical issue, only part of the sales call was recorded; therefore, we cannot confirm what was said to Ms. [redacted] after the recording was paused so her payment information could be obtained. Ms. [redacted]’s services were installed on February 1, 2016.
The Essential 10GB service plan offers download speeds up to 12Mbps, upload speeds up to 3Mbps, and a 10GB monthly data allowance at $39.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. 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 Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms. [redacted] on February 1, 2016 (also available at exede.com/legal). 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. Customers have the choice to purchase additional data under ViaSat’s Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat’s Early Bird Free Zone from 3:00 AM to 8:00 AM, local time, during which unmetered service is provided at no extra cost.
Ms. [redacted] called ViaSat on February 3, 2016 because she has used almost 100% of her data. During this conversation, the ViaSat representative reviewed the Data Allowance Policy with Ms. [redacted] and provided her with information on the other service plans available to her. When Ms. [redacted] mentioned being quoted a price of $59.99 for ViaSat’s highest –tiered service plan, Liberty 30GB, the ViaSat representative advised that the service plan was actually $149.99 a month.
Per her request, Ms. [redacted] was transferred to a supervisor, who reviewed the service plan details with her once again before transitioning the account to the Liberty 12GB plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The supervisor also provided Ms. [redacted] with a monthly discount of $10.00 off her bill per month for 12 months, and advised that if she chose to move forward with the termination of her account, ViaSat would be willing to waive up to half of the early termination fees.
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
ViaSat is unable to provide Ms. [redacted] with the Liberty 30GB plan at $59.99 for the lifetime of her account. However, in order to come to a resolution regarding this complaint, ViaSat is willing to provide Ms. [redacted] with one of two options:
(1) The Liberty 30GB service plan at the $59.99 price for six months, after which it will revert to the advertised price of $149.99 a month.
(2) A waiver of her early termination fees if she disconnects prior to March 4, 2016.
If Ms. [redacted] chooses the first option, she will no longer be eligible to have her early termination fees waived.
Ms. [redacted] may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### with her decision. She may reference ticket no. [redacted] when she calls in to speak with an agent.
We apologize for any frustration Ms. [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.
Mr. [redacted] was receiving ViaSat’s Unlimited Bronze 12 Mbps 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 was receiving $20.00 off his service plan price for three months, as well free EasyCare for the same duration. ViaSat currently does not have a service plan that offers 30-50 Mbps download speed at $29.99 a month. We apologize for any frustration this may have caused Mr. [redacted] to experience.
The Unlimited Bronze 12 Mbps service plan provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming on small screen devices at 360p. However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, ViaSat cannot guarantee any particular speed to you. ViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.
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 Mr. [redacted] electronic signature on the Customer Agreement dated November 17, 2017.
Our records show Mr. [redacted] contacted ViaSat on November 20, 2017 to disconnect his account. During this conversation, he expressed that he felt he had been misinformed at the point of sale, and disputed the Customer Agreement. The ViaSat representative offered Mr. [redacted] a service plan transition and a discount of $30.00 off his bill per six months, but Mr. [redacted] declined. At this time, the ViaSat representative reviewed the disconnection disclosures and processed the disconnection request.
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 and in consideration of Mr. [redacted] short term as a ViaSat subscriber, ViaSat has waived his early termination fee as of November 21, 2017. Mr. [redacted] should receive a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver within a week after his disconnection, but should be advised there may be a delay due to the upcoming holiday.
Thank you for the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
The main concern was that Viasat cannot provide information about the overusage. This is, in and of itself, an obvious issue. If they can't provide evidence of overuse, how can they allow our services to be restricted? I do not accept their response and will need to look for another provider. Thanks for your help, though. The Revdex.com has been very responsive with this assistance.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The Customer Agreement signed by Ms. [redacted] on November 1, 2016 states that all monthly fees are payable in advance.  Customers are also made aware of this at the time...

of the sale.  Regarding the charge to Ms. [redacted]’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on November 4, 2016. The customer agreement would have been signed through the computer as the customer agreement comes through email and would have had to been signed by the customer at the point of installation in order for the services to be activated. At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the 24 months. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on November 1, 2016 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. In order to arrive at a resolution ViaSat has already honored the chargeback of $69.16 from Ms. [redacted]’s financial institution. Along with honoring the chargeback ViaSat has removed the charge for $369.83 for the early termination fees from the account. 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 bringing Mr. [redacted] response to our attention.   Once again, the Customer Agreement states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale. Our customers also receive a welcome email that provides this information as well.   Viasat does not charge “return fees” for failed payments. To this date, Viasat’s billing system is not showing a $30.00 charge to Mr. [redacted] account, if Mr. [redacted] is stating that we did assess a $30.00 charge he can fax a copy of his bank statement showing this charge. This charge will need to reflect on the payment method we have on file for him. He can fax this to 720-228-2219.   Viasat did receive one email regarding Mr. [redacted] account before receiving the Revdex.com complaint. The Revdex.com complaint was filed just hours after receiving the email as Viasat replied to the Revdex.com complaint instead of the email.   Viasat does not agree to waive the early termination fees. Viasat did adjust off Mr. [redacted] balance of $116.33 that was charged on March 16, 2018 as per our response sent on April 2, 2018. If Mr. [redacted] does decide to reconnect with Viasat he will be required to sign a new 24 month Customer Agreement, however, if Mr. [redacted] does decide to reconnect, his original early termination fees will be waived. Viasat will not be providing any additional promotions other than what is offered at the time of reconnect.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/10) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any misunderstanding he may have experienced with ViaSat.
ViaSat's Acceptable Use Policy, located in the Customer Agreement signed by Mr. [redacted] on August 28,...

2014, states that the primary account holder is responsible for any misuse of the ViaSat service, even if the misuse was committed by a friend, family member, or guest with access to your Service account. The Customer Agreement also states that ViaSat reserves the right to terminate an account at any time, with or without notice. A copy of Mr. [redacted]'s signed Customer Agreement has been sent to him via postal mail. More information on ViaSat's Acceptable Use Policy can be found at exede.com/legal.
Between June 30, 2015 and December 8, 2015, ViaSat received twenty-four (24) copyright infringement notices associated with Mr. [redacted]'s account. ViaSat forwards all received notices to the contact email address for its customers when they are received. Our records show these notifications would have been sent to Mr. [redacted] at [redacted]@wildblue.net.
On December 8, 2015, Mr. [redacted]'s account was terminated for the multiple and continued violations of ViaSat's Acceptable Use Policy. Per ViaSat's process, customers who have been disconnected for multiple copyright infringements are ineligible to have their accounts reconnected.
In order to come to a resolution regarding this account, ViaSat is willing to allow Mr. [redacted] to reconnect his account as a one-time courtesy, provided that he first takes the following steps:
1. Ensure that all critical updates and/or service packs have been applied to his operating system
2. Ensure that his anti-virus software is up to date. If he do not have anti-virus program installed on his system, it is recommended that he acquire such a program. The vast majority of maladies that affect computers are caused by viruses.
3. Ensure his wireless router is password protected and that no unauthorized users [redacted] access the home network.
Once Mr. [redacted] has performed the above-mentioned steps, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX. Mr. [redacted] should be advised that by choosing to reconnect his service, he will be obligated to agree to a new 24-month minimum service term and sign a new Customer Agreement.
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.
Sincerely,
[redacted]