ViaSat, Inc.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustrating this situation may have caused. On April 20, 2016, Ms. [redacted]’s ViaSat account was suspended due to nonpayment. ViaSat was contacted on May 12, 2016 to discuss her account, the...

information listed on the account, and to have this information changed. ViaSat did not receive contact from Ms. [redacted] again until September 19, 2016 regarding this account. During her conversation on September 19, 2016, Ms. [redacted] was educated on the past due balance and that once the equipment was returned, the past due balance for the equipment and early termination fees ($507.26) would be waived. However, she would be responsible for the past due balance of $126.75. As of today, September 21, 2016, ViaSat has not received the leased equipment from Ms. [redacted]’s ViaSat account [redacted]. As a gesture of good faith, ViaSat has waived the fees for failure to return equipment and early termination fees on this account. However, Ms. [redacted] will be responsible for the past due balance of $126.75. She may contact ViaSat’s 24-Hour Customer Service at [redacted] and make the onetime payment to clear the balance. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. It is our goal to provide Mr. [redacted] with the best internet experience possible. However, due to the nature of satellite-based internet service, there are many variables...

that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet. Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary. This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed. ViaSat understands that the service may not be meeting Mr. [redacted]’s needs or expectations, so in order to arrive at a resolution ViaSat will waive the early termination fees from the account should Mr. [redacted] wish to disconnect. Mr. [redacted] will need to contact customer care at ###-###-#### and reference ticket number [redacted]. During this call the disclosures will be read and Mr. [redacted] will be advised that he needs to send back two pieces of equipment using a prepaid shipping label and box that ViaSat supplies once the account is disconnected. ViaSat will not remove the part without a service call charge. Should the equipment not be sent back there will be a charge of $150.00 for each non-returned piece. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  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. We apologize if Ms. [redacted] did not receive a copy of her contract. We have attached the copy to this reply.The Customer Agreement provided to each new customer, and signed by Mary [redacted] on April 3, 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.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy.  Each of these points is further addressed in Viasat’s Customer Agreement. Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $50.00 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. Ms. [redacted]‘s Liberty service plan provides 12 GB of monthly Priority Data allowance for use at regular speeds of up to 12 Mbps download and 3Mbps uploads.  Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets.  When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.  Customers are told this information at the time of sale and it is incorporated into the Customer Agreement. On April 10, 2018, Ms. [redacted] contacted Viasat to request a disconnection of her account due to experiencing slow speeds. A Viasat representative requested the chance to look over Ms. [redacted] account, as Ms. [redacted] would be subject to early termination fees if she proceeded. Ms. [redacted] stated that she wasn’t made aware of this, nor of her plan details, which the Viasat representative advised her on. Troubleshooting was begun, but was not completed due to Ms. [redacted] needing to disconnect the call.On the same day, Ms. [redacted] contacted Viasat a second time to request a disconnection of her account due to misinformation she believed she received at point of sale. We apologize for any misinformation that might have been given to Ms. [redacted] at point of sale. In resolution to this complaint, Viasat will agree to waive Ms. [redacted] early termination fees in should she choose to disconnect. However, as Ms. [redacted] was using the service, Viasat does not agree to issue her a refund for the monthly service fees of $42.78.If Ms. [redacted] would like to take advantage of this offer of a waiver of early termination fees, she may contact Viasat’s 24-hour Customer Care at 1-855-463-9333 in reference to ticket no. [redacted]. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: 1) Viasat wrongfully debited money from my account for equipment that had already been returned. It was never LATE. After the money was taken, I immediately took action and called Viasat. They said it was a miscommunication between the accounting department and the warehouse. They had my equipment all along. 2) Viasat Inc has had difficulty pinpointing when these "charge backs" occurred, which has made it very difficult for myself and my bank to try to resolve this matter. First they claimed it occurred on October 29, 2015 and then it was January 29, 2016. Now they're saying its the 15th of those months. I have bank statements proving I never received two refunds. Yes, I received the check refund on October 9, 2015. I immediately endorsed and deposited the check in my bank account so my bank could withdraw it and close out the provisional credit they gave me. If a charge back occurred, I have no knowledge of it and have proven time and time again by letters from my bank and statements from my account that this is true. I have explained this confusion to my bank and they have no knowledge of these charge backs occurring either. 
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 Mr. [redacted] complaint to our attention.
Our review of the account shows that he is not listed as the account holder; however, his information is listed for the billing contact information. We apologize for any frustration this may have caused Mr. [redacted] to...

experience.
The Customer Agreement, signed by Ms. [redacted], the account holder, on September 19, 2017, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees, including monthly service fees and equipment lease fees. During the creation of an account, customers are asked to place a payment method on file for the billing of the monthly service and equipment lease fees. Our records show Mr. [redacted] account was placed on the account when it was created on September 11, 2017.
As of April 5, 2018, Viasat has updated billing information to reflect the account holder, [redacted], as well as her address. Viasat has also removed the payment method on file. Ms. [redacted] should be advised that she will need to update her payment method in order for her services to remain uninterrupted.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]' complaint to ViaSat's attention. We apologize for any confusion this situation may have caused.
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 Mrs. [redacted]...

on November 5, 2015 (also available at exede.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.
Exede's Data Allowance Policy is structured with a single data amount for downloads and uploads combined. 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. 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. ViaSat does not automatically charge customers when they go over their monthly data allotment. 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 Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
Given the short amount of time that Mr. [redacted]' ViaSat account has been active, and in order to bring this complaint to a resolution, ViaSat will agree to disconnect the account with waiver of the applicable early termination fees. However, ViaSat does not agree to refund any charges assessed for monthly services utilized thus far. If Mr. [redacted] wishes to disconnect his ViaSat account with waiver of the early termination fees please have him contact ViaSat's customer service department at [redacted] and reference ticket number [redacted].
Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 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 illustrated instructions on what equipment he will need to return.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/11/09) */
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 all customers are advised of ViaSat's 24-month minimum service term agreement along with the...

early termination fees should the account be disconnected prior to the 24 month agreement. Each of these points are also in the signed customer agreement from Ms. [redacted] on November 2, 2015 and available at exede.com/legal. We apologize that the service did not work for Ms. [redacted] and ViaSat agreed to waive half of the early termination fees which ViaSat did do. Ms. [redacted] was charged $184.47 for her half of the early termination fees. ViaSat takes this payment as a one-time charge and does not have the ability to make it $7.50 per month until it is paid off as that is not an option. In order to arrive at a resolution ViaSat has issued a refund of $184.47 back to Ms. [redacted] today and she will see that refund within 3-5 business days. Ms. [redacted] will want to make sure the equipment is returned within 20 days of receiving the box in order to avoid a $300 charge to the payment method. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once the equipment is secured by Viasat, I want to be sure that expectations for further charges regarding ETF or any other unforeseen contractual charges for this account will not be sought out in the future as well.
Final Business Response /* (4000, 9, 2015/11/16) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. As stated in the previous response, Ms., [redacted] will receive be receiving or may have already received a prepaid shipping label and box courtesy of UPS. Ms. [redacted] will need to follow the directions to make sure the necessary equipment is sent back in order to avoid any future charges to the account. Should the two pieces of required equipment not be sent back Ms. [redacted] will be charged $150.00 for each piece and those charges will go on the payment method that is on file. Ms. [redacted] has 20 days from the day she receives the box to send the equipment back. ViaSat did move forward with issuing Ms. [redacted] a refund for the charged early termination fees. Thank you for allowing ViaSat the opportunity to respond.
Final Consumer Response /* (2000, 11, 2015/11/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Once we receive the box and have someone available to climb upon the roof to take down the piece, we will be able to send back the product as requested with the exception that no withdrawal is made from my account. We must receive the return packaging and postage as well as have someone who is able to climb on top of the house to remove the equipment as requested. Products will be returned at that time.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced.
Ms. [redacted] was receiving ViaSat’s Liberty 10 GB + Complimentary Wi-Fi at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Liberty plans...

provide customers with a monthly priority data allowance with 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.
The Customer Agreement signed by Ms. [redacted] on August 9, 2016 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. At the time of sale, Ms. [redacted] was transferred to an internal department at [redacted] to complete the sale of the satellite internet service. [redacted] is an authorized reseller of ViaSat’s services. [redacted] provided Ms. [redacted]’s credit card information when the order for her internet services was submitted to ViaSat. We apologize for any confusion regarding the sales process that Ms. [redacted] may have experienced, and if this was not communicated to her satisfaction.
The Customer Agreement also 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]’s account order was submitted on August 1, 2016, with her installation scheduled for August 6, 2016. On August 2, 2016, ViaSat collected a payment of $49.99 from Ms. [redacted] for the standard installation fee. On August 5, 2016, ViaSat’s Home Service Provider (HSP) contacted Ms. [redacted] to reschedule the appointment, but there was no answer and a message was left. The HSP spoke to Ms. [redacted] later that same night, at which time her appointment was rescheduled for August 9, 2016.
ViaSat’s technician went out to Ms. [redacted]’s home on the appointment date; however, due to a technical issue, they were unable to provision Ms. [redacted]’s modem, and a field technician supervisor was sent to her location to finish the installation.
On August 12, 2016, ViaSat collected a payment of $80.40 from Ms. [redacted] for her first month of service, plus prorated fees based on the date of her installation. Ms. [redacted] called ViaSat the same day regarding the charge to her account, at which time she was advised that ViaSat billed a month in advance. The ViaSat representative also reviewed the pricing of Ms. [redacted]’s service and advised her of the prorated fees. Ms. [redacted] informed the ViaSat representative that she felt the price had been misquoted at the point of sale and inquired about disconnecting, at which time she was advised of the early termination fees. Ms. [redacted] advised she would call back to disconnect.
ViaSat received a call from Mr. [redacted] on August 17, 2016 regarding the account and the billing. During this conversation, Mr. [redacted] advised that he had been unaware of the priority data allowance and that ViaSat billed a month in advance at the point of sale. At this time, the ViaSat representative reviewed the billing and service plan pricing with Mr. [redacted]. When Mr. [redacted] requested disconnection, he was reminded of the early termination fees and correctly advised that there was no grace period associated with ViaSat’s service. Per his request, Mr. [redacted]’s call was transferred to a supervisor for further support.
During his conversation with the ViaSat supervisor, Mr. [redacted] was once again that ViaSat did not provide a trial period, and that early termination fees would apply if he disconnected. The account remained active at this time.
On August 31, 2016, ViaSat received a chargeback from Ms. [redacted]’s financial institution for the payment of $80.40. In response, ViaSat issued a refund for this amount; however, as it was considered a valid charge, it remained on her account as a balance due. Her payment method was also removed from ViaSat’s systems the same day.
On September 9, 2016, Ms. [redacted] called to disconnect service, at which time she was reminded of the early termination fees. Ms. [redacted] was also advised that ViaSat could stop the automatic billing, but also reminded that customers were required to have an active payment method on file, per the Customer Agreement. The ViaSat representative also offered Ms. [redacted] a discount of $10.00 off her bill per month for 12 months, and advised that she should also be receiving a bundle discount on her [redacted] bill. Ms. [redacted] declined the representative’s offer, and moved forward with the disconnection of her service.
ViaSat charged Ms. [redacted] $424.40 on September 12, 2016 for her early termination fees ($344.00) plus the existing balance due ($80.40). As there was no payment method on file, however, no amount was collected. On October 11, 2016, ViaSat was advised that Ms. [redacted]’s transceiver had not been returned. Per the Customer Agreement, on October 12, 2016, ViaSat charged her an additional 164.63 in unreturned equipment fees, creating a total balance due of $589.03.
Ms. [redacted] called in about the balance due on October 23, 2016 because she’d received notice in the mail about it. At this time, the ViaSat representative reviewed the charges and, per Ms. [redacted]’s request, escalated a request for her to be sent physical copies of her itemized billing. These were sent to her on November 1, 2016.
On October 31, 2016, Ms. [redacted]’s account was sent to outside collections for further actions on the balance due. She called back on November 2, 2016 to dispute the unreturned equipment fee. At this time, the ViaSat representative confirmed the transceiver had been returned, and escalated a request to have $164.63 waived from the collections balance.
As resolution to this complaint, ViaSat will agree to waive the balance due of $589.03 from collections in full. This request has been escalated as of November 8, 2016. ViaSat did not report Ms. [redacted]’s account to any credit agencies.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ complaint to our attention. Our records show Mr. [redacted] purchased Viasat’s Unlimited Data Bronze 12 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of the following points at the time...

of sale. We apologize if these points were not communicated to Mr. [redacted] at the point of sale.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus Viasat’s Voice service plan at $29.99 a month, Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. 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 40 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 40 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. [redacted] on March 10, 2018 commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice service. Early termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.  Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 12, 2018, Mr. [redacted] contacted Viasat in regards to his monthly billing. He stated that he had been told by a sales representative that he would pay $70 a month for a bundled phone and internet service. Mr. [redacted]’ first bill had generated on March 12, 2018 in the amount of $90.28. This was due to new customer promotions that Mr. [redacted] was receiving, such as a credit for his EasyCare service for the first 90 days, a credit of $20 off for the first three months, and $10 off his Viasat Voice package for the first six months. Mr. [redacted] stated that he hadn’t been made aware the credits would expire. We apologize for any misinformation Mr. [redacted] may have received. A Viasat representative went over his billing with him, and offered Mr. [redacted] an additional $20 off for 6 months. Mr. [redacted] accepted the offer, and the credit was applied towards Mr. [redacted]’s next bill. Between March 14, 2018 and March 15, 2018, Mr. [redacted] and the account holder, Ms. [redacted], contacted Viasat several times in regards to slow speeds. Viasat representatives attempted troubleshooting, which seemed to resolve the issue for a time, but Mr. [redacted] contacted again. A Viasat representative offered Mr. [redacted] a service call to have a technician come out to inspect Mr. [redacted]’ equipment and offered a free month and a $25 goodwill credit. Mr. [redacted] accepted the service call, which was completed on March 15, 2018, as the technician had gone out the night before to complete the work. The credits were applied to Mr. [redacted]’s account the same day. On March 23, 2018, Mr. [redacted] contacted Viasat in order to request a disconnection of his services without early termination fees. This request was approved, however, Mr. [redacted] requested to wait to disconnect the account, as he needed to port his telephone number back to his previous carrier. Mr. [redacted] stated he would contact Viasat again in order to disconnect. Viasat has not heard from Mr. [redacted] since that date. In resolution to this complaint, Viasat will honor the early termination fee waiver that was promised to Mr. [redacted]. In addition, as an offer of goodwill, Viasat will agree to refund the first month’s billing in the amount of $90.28 to the payment method on file. This refund has been processed as of March 27, 2018, and should be received within the next three to five business days. Since Mr. [redacted] was a subscriber of Viasat’s EasyCare, he has the option to receive a lease equipment recovery service call at no cost to him, during which time the technician will disassemble Mr. [redacted]’ equipment and turn it over to his care. 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. If Mr. [redacted] would like to proceed with the disconnection of his account, and take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted].Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] response to ViaSat’s attention. After researching the account ViaSat has agreed to stick to their original offer and credit Mr. [redacted] half off the early termination fees. ViaSat has placed a credit of $165.00 on the account which will go towards the charge. Mr. [redacted] will be responsible for the remaining balance on the account. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/03) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused him. Per ViaSat's Customer agreement signed by Ms. [redacted] Bullion on November 22, 2014, the customer represents that...

there are no legal, contractual or similar restrictions on the installation of the equipment in the location (s) the customer has authorized. It is the customer's responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the service, to pay any fees or other charges, and to obtain any permits, or authorizations necessary for the service (collectively "legal requirements"). The customer is solely responsible for any fines or similar charges for violation of any applicable legal requirements. The customer acknowledges and agrees that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the equipment, including the antenna and its components. This will include attaching the equipment to your computer, installing software on your computer and configuring your computer to optimize the performance of the Internet service. The customer confirms that they have reviewed the installation plan and agreed to any associated charges. If the customer approves a roof mount, they acknowledge the potential risks associated with this type of installation. By signing this agreement, scheduling a service or installation visit, and permitting us or our service provider to enter the customer's home, you are authorizing ViaSat and its service provider to perform all the above actions.
In order to arrive at a resolution ViaSat will have a technician contact Mr. [redacted] so that we can come out to the location and remove the equipment and cabling and restore the home back to the original conditions. Mr. [redacted] will be receiving a call to schedule the service call.
Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can not yet accept the response from the company. They have arranged to have the dish removed this Saturday. Upon my satisfaction of the removal, I will be happy to inform the Revdex.com of the resolution. I was happy with the company's quick response.
Final Consumer Response /* (3000, 10, 2015/08/13) */
I had given Exede specific instructions to call me before removing the dish and for the home to be restored to its original condition before the service installation. Exede didn't call and the removers they sent left a large bracket on the roof, explaining to the new tenant that, "if they removed the bracket the roof would leak". They also left all the cable wire associated with the internet service and holes in the sheetrock. THIS IS NOT TO MY SATISIFACTION. Exede has damaged my home, and they need to restore it!
Final Business Response /* (4000, 12, 2015/08/14) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. ViaSat has been in contact with Mr. [redacted] since this response. Mr. [redacted] is scheduled with Empath for Saturday August 15, 2015 and they will be getting in contact with their repair company to assist Mr. [redacted] with the request of removing the footplates and repair the shingles. Thank you for allowing ViaSat 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]

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing [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 should the account be disconnected. Each of these points are also addressed in the customer agreement signed by [redacted] on August 1, 2015 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to his satisfaction. One of the main drivers for high usage is streaming Netflix. According to [redacted] this is something they do daily. ViaSat records all calls for quality assurance reasons and will listen to the call and follow up on our end. In order to arrive at a resolution ViaSat will let [redacted] out of contract with no early termination fees; however, the first month's charge of $66.56 will remain valid as the services were used. [redacted] can call customer service anytime at 866-945-3258 and reference ticket #[redacted] to have the account disconnected with no fees and to have the disclosures read. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: I will provide all information through the Revdex.com since previous attempts at communication have resulted in no action taken on your end and no solution of the issues incurred while dealing with your company.
Sincerely,
Shan Lawson

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.  Ms. [redacted] contacted ViaSat on March 4, 2017 to disconnect her account. During her conversation, the ViaSat representative reviewed the disconnection...

disclosures with Ms. [redacted] which included the equipment return policy.  Ms. [redacted] was responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she was 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. As ViaSat did not receive the leased transceiver, Ms. [redacted] was charged $160.13 on April 8, 2017. Between April 8 and May 13, Ms. [redacted] contacted ViaSat on numerous occasions regarding the charge, and requests to have a technician come retrieve the equipment. The ViaSat technician did go to Ms. [redacted]’s home at no charge to assist with the removal of the satellite transceiver. Therefore, Ms. [redacted] was responsible for returning ViaSat’s modem and transceiver to ViaSat using the [redacted] box and prepaid return label sent to her.  On May 12, 2017, Ms. [redacted] contacted ViaSat stating she had yet to receive the new shipping labels and boxes. As she stated she had not received them, a new request was made and the shipping label was created on May 15, 2017 ([redacted]).  As Ms. [redacted] was responsible for returning the leased transceiver within 30 days after disconnection, and ViaSat did not receive it, the charge of $160.23 was valid. As a gesture of good faith, ViaSat will agree to issue the refund of $160.13 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 [redacted]. Thank you for the opportunity to respond.

Thank you for bringing [redacted] complaint to our attention. We apologize for any issues she may have experienced. Our records show [redacted] ordered service through a third-party authorized ViaSat sales agent on January 9, 2015, at which time she elected ViaSat’s Liberty 10 GB plan at $59.99 a...

month, plus applicable taxes and a $9.99 monthly equipment lease fee. It is our goal to provide customer with the best internet experience possible.  However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment.  Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet.  Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.  This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.     Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale.  Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:00 p.m.- 2:00 a.m. local time), which may greatly impair a customer’s ability to use the internet. Liberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage threshold. Our records show [redacted] has utilized 24.5 GB of data for this billing period. Heavier users of Liberty Pass will experience slower speeds than lighter users. Customers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream content. The use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load.  Our records show [redacted] has 7 devices connected to the network. While we strive to provide customers with 1-5 Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds.  We’ve verified [redacted] speed changes are not the result of a technical issue with her equipment. We apologize that your experience with Liberty Pass has changed over the past few months. If the Liberty 10 GB plan is not a sufficient plan for [redacted], ViaSat’s Exede service plans are available in her area. The Exede plans provide customers with download speeds up to 12 Mbps and upload speeds up to 3 Mbps. The following plans are currently available to [redacted]: •              Exede 10GB - $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •              Exede 15GB - $ 79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •              Exede 25GB - $ 129.99 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 would like to review her data usage, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.   Ms. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $150.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare 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.   Our review of Ms. [redacted]’s account shows that she ordered service through Viasat’s Online Order Entry function on November 1, 2017, and did not contact Viasat’s Sales Department. Viasat’s Online Order Entry function provides customers all information pertinent to the service plan they are choosing.   Ms. [redacted] contacted Viasat on March 26, 2018 because she was experiencing slow speeds. The Viasat representative advised Ms. [redacted] that she had reached the 150 GB  threshold, per the Unlimited Data Policy, and that her usage would reset on April 16, 2018.   Ms. [redacted] contacted Viasat via email on March 27, 2018 to advise that she was dissatisfied with the service. The responding Viasat representative explained to Ms. [redacted] that she was on an unlimited data plan, and reviewed the Unlimited Data Policy.   At this time, Viasat feels that all appropriate information has been given to Ms. [redacted] regarding her Unlimited Data Silver 25 service plan. As such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her service. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/01) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any confusion she [redacted] have experienced with ViaSat.
The Customer Agreement signed by Ms. [redacted] on June 25, 2015 states that 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 ($69.99), the monthly equipment lease fee ($9.99), applicable taxes ($0.77), and prorated charges based on Ms. [redacted]'s installation date ($7.74). Purchasing ViaSat's service with DirecTV does not bundle the billing. ViaSat handles customer billing for its own services and therefore, Ms. [redacted] is billed separately for her ViaSat internet service. We apologize if this was not explained to Ms. [redacted] at the time of purchase.
ViaSat's bill cycle dates occur every four days in a month (e.g., 1st, 4th, 8th, etc.) and are based on the installation date of a subscriber's service. As Ms. [redacted]'s service was installed on June 25, 2015, her bill cycle date fell on the 28th of each month. ViaSat notifies customers via email when their bill is due.
The Customer Agreement also advises that the speed of service is not guaranteed and [redacted] vary. Customers are also advised of this at the point of sale. 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.
Our records show Ms. [redacted] contacted ViaSat on June 29, 2015 because she had been billed higher than what she'd been quoted at the time of sale, and that she was being billed separately from DirecTV when she'd been told it would be bundled. During this conversation, the ViaSat representative explained to Ms. [redacted] that customers who signed up for ViaSat's service through DirecTV received a $10.00 discount on their DirecTV bill per month for 12 months, but that the billing was still separate. The ViaSat representative attempted to further explain the billing to Ms. [redacted], but the call dropped before he could finish. We apologize for any inconvenience this [redacted] have caused Ms. [redacted] to experience.
Ms. [redacted] called ViaSat back the same day regarding her billing and the speed of her service. The ViaSat representative advised Ms. [redacted] that there was network congestion in her area that was impacting her service, and that they would be unable to troubleshoot that particular issue. Ms. [redacted] was also advised that the congestion would not last. During this conversation, the ViaSat representative also provided Ms. [redacted] with a breakdown of her monthly invoice, and offered her a discount of $10.00 off her bill per month for 12 months as a gesture of goodwill. Ms. [redacted] accepted the offer.
ViaSat received a third call from Ms. [redacted], at which time she requested the disconnection of her account due to the speed of her service and her billing concerns. At this time, the ViaSat representative explained the billing to Ms. [redacted] and once again reminded her that she was receiving a bundle discount from DirecTV for ordering the ViaSat service through them. The ViaSat representative also advised Ms. [redacted] that troubleshooting could not be performed as resolution for the network congestion, but that they could troubleshoot to see if there was something else impacting her service. Ms. [redacted] declined and inquired about disconnecting. Once again, Ms. [redacted] reminded of the Customer Agreement, early termination fees, and the equipment return procedures. The ViaSat representative also offered Ms. [redacted] a free month of service, which she also declined.
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. The Customer Agreement also advises that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of this equipment within a week after their disconnection. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish.
In consideration of Ms. [redacted]'s short term as a ViaSat subscriber, ViaSat will waive her early termination fees in full if she disconnects by July 27, 2015.
If she would like to move forward with the termination of her service, she [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.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because:ViaSat/EXEDE/WILD BLUE response is incorrectly stated. I finally got an apology at least. As a new customer, it would be safe to assume that all calls to "customer care representatives" shouldn't have to be documented by the customer. Especially in less than a year! We did call several times. The call process is time consuming with no results & rude customer representatives.  Every time we had an issue, we also contacted [redacted] the Regional Sales Manager & our installer.  I dealt with [redacted] a LOT, because of the numerous connectivity issues since installation.  [redacted] is a great guy who I respect for his continued support of EXEDE. [redacted] the ONLY reason we switched from [redacted] & have tried to hang in there through the issues.  [redacted] is also aware of our contact with customer service & how poorly we were treated. He apologized on behalf of his company every time. We are a nice family &  business owners. The emotional toll has been taxing. The company's policy of "does not guarantee service to be uninterrupted or error free" is not what we were promised by [redacted].  As of yesterday, We are back with [redacted] came by today & took the EXEDE'S satellite down. We parted ways the way ViaSat should with us. Professionally!  We've paid enough! We've spent enough time & energy on this company! We want OUT of our contract without ANY penalties & last month's bill to be reimbursed. 
Sincerely,
[redacted]