ViaSat, Inc.

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]

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 .

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.

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.

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.

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 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, 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!

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.

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 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, 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.

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.

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!

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.

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.

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]

(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 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 Ms. [redacted] complaint to our attention.The Customer Agreement, signed by Ms. [redacted] on March 1, 2018 and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-free. Service may be interrupted from time...

to time for various reasons, including inclement weather at a customer’s home or their service gateway.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 provided to each new customer 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.Ms. [redacted] contacted Viasat on March 2, 2018, the day after her installation, in order to request the disconnection of her services. She stated that the technician had not installed the service correctly. The Viasat representative assisting her attempted troubleshooting, finding that her speeds were concerning, and transferred Ms. [redacted] to Viasat’s technical support team. At that time, it was revealed that Ms. [redacted] was experiencing network congestion, which can slow customer’s speeds. Ms. [redacted] requested the disconnection of her services, and after proper disclosures were read, the disconnection was processed that same day. On March 4, 2018, Ms. [redacted] bill cycle date, she was charged $346.66 for early termination fees and for services used before the disconnection. We apologize for any inconvenience this may have caused Ms. [redacted]. In resolution to this complaint, Viasat will agree to refund the full amount of $346.66 charged to Ms. [redacted]. This has been completed as of March 6, 2018, and Ms. [redacted] should see the funds returned in the next three to five business days. Ms. [redacted] is 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 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.