ViaSat, Inc.

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Ms*** on February 1, states that Exede Voice only supports one phone line per accountAt the time of sale the sales agent
advised this to Ms*** which was the reasoning for two accounts to be builtWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution should Ms*** wish to disconnect the one account ViaSat will agree to waive the early termination fees for both the internet and VOIP servicesMs*** will want to make sure that she ports her phone number over before disconnecting the account so that the phone number is not lostIf Ms*** does choose to disconnect the account she can call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced
The Customer Agreement provided to each new subscriber, signed by Ms*** on July 11, and also available
at exede.com/legal, states ViaSat 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 termThe Customer Agreement also 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, and states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Ms***'s credit card, ViaSat collected an advanced payment of $for the first month of service on July 12,
Regarding the charge for which Ms*** claims she was charged but not reimbursed, this was a $preauthorization charge that occurred at the point of sale to confirm that a customer has a valid payment methodViaSat does not collect this amount and immediately reverses this authorizationHowever, depending on the method of payment and policy of the customer's financial institution, it can take up to days for this hold to dropIf Ms*** has not seen the hold fall off her payment method, she will need to discuss the matter with her bank
Ms*** called ViaSat on July 12, with a concern about her billing and the $preauthorization feeDuring this conversation, the ViaSat representative reviewed the above-provided information with Ms***, and explained the pricing for her serviceWhen Ms*** advised that she'd been unaware that she'd have to have a dish installed on her roof to receive the ViaSat service, it was advised to her that having the equipment installed on a pole mount was also a viable optionThe ViaSat representative offered Ms*** a discount of $off of her bill per month for monthsMs*** declined and requested the disconnection of her accountWhen the ViaSat representative reminded Ms*** of her signed Customer Agreement and the applicable early termination fees, she requested to speak to a supervisorUnfortunately, the call dropped before Ms*** could be transferredWe apologize for any inconvenience this may have caused her to experience
ViaSat received a second call from Ms*** on July 12, 2015, at which time she requested the disconnection of her accountThe ViaSat representative once again reminded Ms*** of the disconnection disclosures, including the early termination feesThe ViaSat representative did not advise Ms*** that the early termination fees would be waivedWhen she requested a service call for a technician to assist her with the removal of the ViaSat equipment, Ms*** was advised that there would be an applicable $charge associated with the work order, and that she would still be responsible for returning ViaSat's modem and transceiver herself, per the Customer AgreementMs*** understood Our records show a ViaSat technician went out to Ms***'s home on July 18, to remove the equipment, and left the modem and transceiver with Ms*** for her to returnThe equipment was returned to ViaSat on July 23,
On August 12, 2015, ViaSat charged Ms*** $for her early termination fees and the service call fees, but the payment failedOn August 31, 2015, this account was sent to outside collections for the unpaid balance
In consideration of Ms***'s short term as a ViaSat subscriber, ViaSat will agree to remove $from the collections balanceThis is a total amount for Ms***'s early termination feesHowever, as Ms*** requested service call assistance for the technician to uninstall the equipment, she is still responsible for the $charge associated with that work order
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not accepting this offer due to the fact that Viasat has collected $from my husband acct and per my conversation with the rep in regards to the service charges I told him that was their service charge fee and to remove their equipmentI am not going to pay them twice for service not renderI am requesting all charges be removed and close this accountAlso wanting this account info remove from collections and credit report
Sincerely
Mrs.***
Final Business Response /* (4000, 9, 2015/09/11) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, ViaSat does not agree to waive the $service call fee as Ms*** requested assistance with the uninstallation of the equipmentMs*** was advised of this charge when the service call was orderedOnce payment has been made for the $30.00, however, ViaSat is willing to issue Ms*** a refund for the payment of $As Ms*** no longer has a payment method on file, this refund will be sent via check once payment for the $has been received
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention Ms*** is receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Silver service
plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting 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 GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers 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 Misty *** on September 18, 2017, 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 Our records show that Ms*** contacted Viasat on February 23, stating that she was experiencing slow speeds, at which time she was guided through troubleshooting before her call was transferred to Viasat’s Technical Escalations DepartmentThe Technical Escalations representative advised Ms*** that she hads exceeded GBs of data and had been prioritized behind other customers that had not exceeded their data due to network congestion, Ms *** was advised of the network traffic on one other call on January 26, Ms*** requested to speak to a Viasat supervisor but then stated that she could not remain on the call Ms*** contacted Viasat on February 25, and February 26, to dispute her data usage, advising that she believed her data usage meter had not reset on February 24, 2018, her bill cycle dateMs*** was informed that her concerns would be escalated and she would receive a call backUnfortunately, the escalation was not created properlyWe apologize for any frustration this may have caused Ms*** to experience Ms*** contacted Viasat on March 1, because she had not received a call regarding her usage disputeAt this time, Ms*** was informed that her data usage had reset on February 24, 2018, and that she had exceeded the GB data threshold within six daysMs*** disputed the data usage and requested to speak to Viasat’s Technical Escalations Department; however, the call ended before she could be transferred Ms*** contacted Viasat once again on March 2, because she had not been contacted regarding her data usage dispute. The Viasat representative advised Ms*** to wait 3-business days for resolutionWe apologize if Ms*** was not contacted regarding this matter In response to this complaint, Viasat escalated Ms*** account concern internally to make sure his data usage meter is working properlyAs of April 2, 2018, Viasat has not found any issues with Ms*** data usage meterThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:i did fax over my bank statement as requested and have not received the refund for overdraft fees
Sincerely,
*** ***

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 *** *** on May 27, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
*** *** was receiving ViaSat’s Liberty 18GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds of up to Mbps and upload speeds of up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
Our records show *** *** contacted ViaSat on May 28, because she’d used 75% of her priority dataDuring this conversation, the ViaSat representative reviewed *** ***’s usage, advising that it had gone towards media (YouTube, Amazon Video)The representative advised *** *** that video streaming and downloading would consume a lot of her data, and recommended that she switch the quality of the videos from high definition to standard definition
*** *** called again on June 3, because she had exceeded her monthly priority data and was receiving Liberty Pass speeds, per the Data Allowance PolicyDuring this conversation, a ViaSat representative reviewed *** ***’s data usage and advised her that her data had gone towards media and social networkingWhen *** *** requested the disconnection of her account because she felt she’d been misinformed at the point of sale, she was advised that the early termination fees would be valid, per the Customer Agreement
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
In order to come to a resolution regarding this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat is willing to waive *** ***’s early termination fees in fullAs ViaSat does not provide any prorated refunds for unused services, ViaSat does not agree to issue her a prorated refund of the $she paid on May 28, for monthly service
Regarding the noise *** *** heard coming from the satellite dish, ViaSat’s transceiver does make a noise when it’s in pointing modeTypically, this noise stops after the service has been installedUnfortunately, as *** *** has disconnected her service, ViaSat is unable to confirm whether or not the transceiver was faulty
Regarding the $60.00, this is a fee used to validate available funds on a credit card at the point of saleViaSat does not collect this amount, and released it immediatelyDepending on a customer’s bank, it can take up to days for the bank to deposit the money back into a customer’s accountIf this amount has not been returned to *** ***, she will need to discuss the matter with her bank
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I don't have the card anymore that you had on file so you need to mail me the remaining charges then so I can make the remaining paymentThe card you had on file was lost so I got a new card in the mail.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by MrButterworth on July 6, 2011, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usage
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 customersThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** contacted ViaSat's customer service department on August 27, to discuss the data allowance policy, and her thoughts that her service plan had unlimited usageMs*** was advised that ViaSat does not offer an unlimited plan, but did review other plans with her
As of today, September 2, Ms*** has used GB of her GB planMedia (video or audio) is largely in part to the usage which occurred on August 26,
In order to bring this complaint to resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Ms*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXThis ticket will include the information outlining that her account can be disconnected with waiver of the early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that is what I wanted done
Final Consumer Response /* (3000, 14, 2015/09/18) */
talked to ViaSat they claim they have not heard from you they have no record of waiving the termination early feesI faxed a copy of the print out from you but not response yetSo they have yet to close the ticket to let me cancel and not have to payPlease help me
Final Business Response /* (4000, 16, 2015/09/21) */
As per ViaSat's previous reply, Ms*** was offered the opportunity to disconnect her account with waiver of the early termination feesWe apologize for any confusion or frustration she *** have experienced with the disconnection of her account
ViaSat will agree to disconnect Ms***'s account as of September 23, However, she is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnIf Ms*** has any questions regarding the disconnection of her account, please advise
Again, we apologize for any confusion or frustration this situation may have causedThank You!

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on November 23, and available at exede.com/legal,
states that subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesCustomers are reminded at the disconnection of the account of the equipment return requirementsViaSat supplies customers with a UPS box, free return shipping, and illustrated instructions for the return of the equipment within a week after the disconnection
Ms*** contacted ViaSat on July 27, to disconnect her accountOur review of this conversation shows that the ViaSat representative advised Ms*** of all pertinent disclosures, including the equipment return procedures as described aboveMs*** requested that ViaSat send the UPS box and free return shipping label to her new address
On August 12, 2015, Ms*** called ViaSat to advise she had failed to retrieve the transceiver, at which time she was reminded of the Customer Agreement and ViaSat's equipment return policies
As Ms*** was, in fact, advised that she would need to return the transceiver, ViaSat does not agree to waive the unreturned equipment fee associated with that piece
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised after I have already movedThey had me sign an electronic agreementSo I had nothing to reference to, that is why I called right before I movedThe representative at that point DID NOT advise me regarding the TRIAShe told me it would take a few days for the box to come to me, so I did not cancel the service at that point because I was not staying at the residence long enough to receive the boxAfter I have already moved that is when they advised me the fact I need to return thatThe fact that they had me sign an agreement electronically should have been my sign to RUN at that point
Final Business Response /* (4000, 9, 2015/08/24) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, ViaSat listened to the recording of Ms***'s disconnection call on July 27, 2015, at which time it was confirmed she was correctly advised by the ViaSat representative that the transceiver would need to be returnedTherefore, the charge for the unreturned transceiver is valid and will not be waived
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe 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 commitment, and the early termination feesEach of these points
are also addressed in the customer agreement signed by Mr*** on August 29, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service. Customers are informed at the time of sale that ViaSat’s service may not work well with gaming and VPN applications. In addition, Section of the Customer Agreement signed by Mr*** on August 29, 2016, clearly states, “Please note the following limitations applicable to the use of the Service: If you are receiving the Service through a WildBlue Plan, VOIP services may not work. Live multiplayer games over the Internet may have very poor performance with the Service. Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service. Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr***’ needs or expectationsDue to the time the account has been active, ViaSat is willing to waive the early termination fees should Mr*** wish to disconnectMr*** will need to call customer service at ###-###-#### and reference ticket number *** to have the account disconnected with the fees waivedAt this time Mr*** will be read the disclosures and will be responsible for sending back two pieces of equipment using a prepaid shipping label and boxThis will be explained at time of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to our attention
Our records show Mr*** called several times on May 3, because he was experiencing an issue with his Viasat modemDuring these conversations, Mr*** expressed his dissatisfaction with the local Viasat dealer he had
ordered service throughAs a result, a request was escalated for the service call responsibility of Mr*** account to be switched from Viasat’s dealer to Viasat so he could be serviced by Viasat directly (sales channel change)However, as no service call had ever been created on Mr*** account and as his account was less than a month old, the request was denied
On May 12, 2018, Mr*** called once again regarding his connectivity issues, at which time a service call was orderedAs Mr*** was still expressing dissatisfaction with his local Viasat dealer, the Viasat representative escalated a second request for his sales channel to be changedPer process, Viasat reached out to the dealer to inform him of Mr*** request, and was informed by the Viasat dealer that they had been trying to reach out to Mr*** to service himAs a result, the request was rejected
As resolution to this complaint, Viasat will change Mr*** account from his local Viasat dealer to Viasat directlyThis request has been escalated as of May 16,
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat has escalated Mr***’ damage claim internallyViaSat will be following up with the original installer and Mr***’ will hear directly from the home service
provider so the damage can be fixedViaSat understands that the service is not meeting Mr***’ needs or expectations and the he wishes to disconnect the serviceIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should Mr***’ wish to disconnectMr***’ can contact customer care at ###-###-#### and reference ticket number *** to have the disclosures readMr***’ will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSat at the time of disconnectionThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:ViaSat/EXEDE/WILD BLUE response is incorrectly statedI finally got an apology at leastAs a new customer, it would be safe to assume that all calls to "customer care representatives" shouldn't have to be documented by the customerEspecially in less than a year! We did call several timesThe call process is time consuming with no results & rude customer representatives Every time we had an issue, we also contacted *** *** the Regional Sales Manager & our installer I dealt with *** a LOT, because of the numerous connectivity issues since installation *** is a great guy who I respect for his continued support of EXEDE*** the ONLY reason we switched from *** *** & have tried to hang in there through the issues *** is also aware of our contact with customer service & how poorly we were treatedHe apologized on behalf of his company every timeWe are a nice family & business ownersThe emotional toll has been taxingThe company's policy of "does not guarantee service to be uninterrupted or error free" is not what we were promised by *** As of yesterday, We are back with *** *** came by today & took the EXEDE'S satellite downWe parted ways the way ViaSat should with usProfessionally! 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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
*

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any for any confusion he may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s the 24-month minimum service term commitment, early termination fees, and that the speeds are not
guaranteed and may varyThese points are also addressed in the Customer Agreement, signed by Mr*** on April 5, and available at exede.com/legalDue 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
Mr*** was receiving ViaSat’s Liberty 10GB plan at $59.99, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds of up to Mbps and upload speeds of up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly Priority Data, and until their priority data resets
On April 8, 2016, ViaSat collected a payment of $from Mr*** for his first month of service, plus prorated fees based on his installation dateMr*** called ViaSat the same day regarding the payment, at which time he was educated on the billing and advised that he would be paying approximately $per month, plus applicable taxes
Mr*** made a second call into ViaSat the same day to disconnect his account due to the speed of service and cost of monthly serviceThe ViaSat representative offered to troubleshoot Mr***’s speed issues with him, and provide him with a discount of $off his bill per month for six monthsMr*** declined these offers
When the ViaSat representative reminded him of his signed Customer Agreement and the early termination fees, Mr*** disputed the fees and quoted Section of the Customer AgreementAt this time, Mr*** was accurately advised that Section of the Customer Agreement refers only to if ViaSat makes a change to the Customer Agreement that caused a customer’s monthly service fee to increase by 25%, and was not applicable to Mr***’s situationMr*** chose to move forward with the disconnection of his account and acknowledged all disconnection disclosures, including that he would be charged early termination fees on his next billing dateAs resolution to Mr***’s complaint, a ViaSat supervisor applied a credit of $onto his account so that amount would be deducted from his early termination fees
As recognition of Mr***’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in full as a courtesyMr*** is still responsible for returning ViaSat’s modem and transceiver within 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
The early termination fees have been waived from Mr***’s account as of today, April 13,
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a
service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experienceViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respondThank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experienceViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any frustration she may have experienced At the time of sale, customers are made aware of the 24-month minimum service term commitment, early termination fees, and certain limitations. Each of these
points is also addressed in the Customer Agreement signed by *** *** on June 13, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfactionViaSat received two calls from *** *** regarding the connectivity of her servicesDuring each conversation, *** *** was advised that the connectivity of her services was due to the breach in the Data Allowance PolicyPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost*** *** called ViaSat on June 4, to disconnect her accountThe Customer Agreement signed by *** *** 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 termIn order to bring this complaint to resolution, ViaSat will agree to waive half of the early termination fees of approximately $180.00, not including taxes*** *** will be responsible for approximately $90.00, not including taxes*** *** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused.Mr*** was advised in his first Revdex.com complaint filed on January 3, that he would be refunded $This refund was processed back to the payment method on January 13, and Mr*** should have seen this refund back within 3-business days if he has not he will need to contact Customer Care at *** and fax over a bank statement showing the refund was not processed.Mr*** was advised that half of the early termination fees would be waived and this request was placed on the account; however, the adjustment was cancelled which led to Mr*** being charge in full for $We apologize for any inconvenience this may have caused.In order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today January 23, and he will see that within 3-business daysViaSat will also agree to refund any fees that Mr*** may have received from his bank due to the chargeMr*** will have to contact Customer Care at *** and fax over his bank statement showing the overdraft charges.Thank you for allowing ViaSat the opportunity to respond. Tell us why here

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe 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 feesEach of
these points are also addressed in the customer agreement and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat is the name of our company and we sell Exede services and the plan name is the Liberty We are all one in the same ViaSat understands that the services were not meeting Ms*** needs or expectations so in order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMs*** will receive the prepaid shipping label and box courtesy of *** to return two pieces of equipmentFailure to return the two pieces of equipment will result in $charge for each non-returned pieceViaSat does not remove the satellite dish from the home Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum
service term commitment, and early termination feesEach of these points is also addressed on the first page of the Customer Agreement signed by Mr*** on October 26, and available at exede.com/legalThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureWe apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** contacted ViaSat on October 27, to advise that he'd been told by the installer that there was no contract associated with the serviceDuring this conversation, Mr*** asked if there was a way to get out of the 24-month minimum service term, at which time he was reminded of his signed Customer AgreementViaSat received a second call from Mr*** on October 29, regarding the 24-month minimum termAt this time, the ViaSat representative educated Mr*** on the electronic signature process and the applicable early termination fees
In consideration of Mr***' short term as a ViaSat subscriber, ViaSat is willing to waive his early termination fees in full if he disconnects prior to November 28, Mr*** *** be responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA 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
If Mr*** would like to disconnect his account, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is a fair resolve after such an unfortunate circumstance

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** The $listed on my statement 5/18/was NOT a credit to my account it was a debtPlease correct your mistake Thank you , *** ***