ViaSat, Inc.

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,
*** ***

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on August 19, to request the
disconnection of her ViaSat account as she states the technician installed cables on side of building which was causing a fire hazardViaSat's customer service representative offered to send another technician to her home to rectify the situation; however, Ms*** declined this offer
As Ms*** did not allow ViaSat to attempt to resolve any issues she may have had with her service installation, or connectivity, ViaSat corporate care representative declined to waive Ms***'s early termination fees in their entiretyOn August 19, Ms***'s account was disconnected and no request was made to have the early termination fees waived
As of today, October 14, 2015, Ms*** has a past due balance of $for failure to return equipment ($300.00) and early termination fees ($328.00) as ViaSat has been unable to collect these fees ViaSat will request to have shipping labels and boxes sent to Ms***'s home to have the equipment returnedOnce the equipment has been returned, the $for failure to return the leased equipment charge will be waivedHowever, ViaSat is unwilling to waive the balance of $from Ms***'s account; however, as a gesture of good faith, ViaSat will agree to waive half of these feesMs*** will be responsible for $for the early termination of her ViaSat accountIf Ms*** can provide ViaSat with documentation showing a fire hazard was caused by the installation, ViaSat will agree to refund to the remaining $collected
When Ms*** has returned her leased equipment she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXMs*** *** also do the same to make the onetime payment for the early termination fees of $
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the return boxes and will be placing all equiptment in the mail this FridayI would like to know if I should include a notarized letter from my landlord regarding the fine and fire hazard, or is there another place to send the letter of have it faxed directly to viasat?? Please respond....As per your response to this complaint, I will comply to everything you asked for, and in turn be excused from any further payments to your company or any charges that have been sent to collections ,thus affecting my credit history Thank You

Complaint: ***
I am rejecting this response because:If you weren't certain that Viasatwould be available in my area in early February then you should not have told me that it would become available then, as was done twice: the first time during my initial call to Viasat, and the second time by the technician during the installation.Here is a forum thread of people who were up in arms as well after expecting to have Viasat-available to them due to advertising/promises by Viasat:https://community.viasat.com/viasat/topics/wheres-viasat-2-it-is-well-int...⇄ it would seem I am not alone when it comes to having this issue.That you are willing to bend and waive half of my early termination fee indicates to me that you are at least accepting some responsibility, but what you really need to do is fully accept responsibility for your actions
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,*** *** I would like to thank the Revdex.com as well.
*** ***

Mr*** claim that ViaSat closed any online ticket does not appear to be accurateAll opened claims by Mr*** are still openAdditionally, Mr*** services were not upgraded at the time of the service call; however, his outdoor unit (transceiver) was replacedThe EasyCare product was removed from Mr*** account and a refund for the $collected on May 16, has been issued to the payment method on file as of May 20, The refund should be received by Mr*** in three to five business daysAgain, in response to this complaint ViaSat does not agree to waive Mr*** early termination fees should he wish to disconnect his services as a free service call was scheduled, and service issues improvedGiven this information, ViaSat believes this complaint has been resolvedThank you!

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 February 4, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat understands that the service is not meeting Mr***’s needs or expectations and he wishes to disconnect the account In order to arrive at a resolution and due to the length of time the service has been active ViaSat is willing to waive the early termination fees should Mr*** wish to disconnectMr*** can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement provided to each new customer and signed by Mr*** on November 8, and also available at ***, 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 termCustomers 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 termViaSat does not provide a trial period for the services
Each customer has access to ViaSat’s Customer Agreement at *** 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 installationWe apologize if Mr*** was unable to review this email prior to the installation of his service
Our records show Mr*** ordered service through an authorized ViaSat dealer on November 8, 2016, and the services were installed at his home the same day
On November 9, 2016, Mr*** contacted ViaSat to express his dissatisfaction with the service and to disconnect his accountWhen he was reminded of the 24-month minimum service term and the early termination fees, Mr*** advised he would discuss the matter with his bank and ended the callViaSat received another call from Mr*** the same day, at which time he advised that he felt he had been misinformed at the point of saleThe ViaSat representative reviewed the details of Mr***’s service plan with him
Mr*** called back on November 10, 2016, at which time his call was transferred to a ViaSat supervisor, per his requestAt this time, Mr*** was advised that the early termination fees were valid; however, the supervisor offered to waive $from the early termination fees if Mr*** chose to disconnect serviceThe supervisor also informed Mr*** that they could escalate a request to have the entire early termination fee waived, but that it was subject to approval and if it was denied, he would not be eligible to receive the $eitherMr*** understood
On November 18, 2016, Mr*** called ViaSat regarding the discount off his early termination fees, at which time the ViaSat representative reviewed Mr***’s account and advised him that the discount of $would leave him with early termination fees in the approximate amount of $Mr*** requested to speak to a supervisor, and was transferred to one accordinglyAt this time, the ViaSat supervisor reviewed all of the disconnection disclosures with Mr*** and terminated his account, per Mr***’s request
In recognition of Mr***’s short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees in fullThis has been processed as of November 22, Mr*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** 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
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I was told by your representative that I would not have to sign a new two year contract and now I am being told other wise
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 signed by *** *** on May 27, and available at exede.cm/legalWe apologize if *** *** feels these points were not communicated to her satisfaction At the point of sale, customers are advised that the speed of the service is not guaranteed and may varyDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsViaSat understands that *** *** disconnected the service as it was not meeting her needs or expectationsDue to the length of service and in order to arrive at a resolution ViaSat has waived the early termination fees from the accountNo refunds will be issued for the first month as the service was installed and used*** *** will want to make sure that the equipment is returned once she receives the shipping label and boxThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: ***
I am rejecting this response because:
How very nice of Ms*** to call me a liar. I spoke to the sales department at least twice while I was researching the various satellite companies, including *** and ***. Once I decided *** was the only one offering unlimited internet, even at such a high price, I went online and ordered it. Then I ordered it for my father as well. The installers came, went over the paper work, assured me there were no caps for my internet, but explained that if my father went over his limit on his plan, he would be slowed down. I asked them again, and they said I was Unlimited I do not want to disconnect my service, even though it is still running slow after they took $from my account on April 4. They are not providing the 25mbps which is what I signed up forI want them to change their advertising, as noted by dozens of other complaints on their facebook page. I want them to provide the unlimited service I signed up forThey need to make it clear it is NOT unlimited and caps at 150G, then slows down to almost nothing. The advertising has hurt my business. I want the high speed they promised, and I would prefer customer service people who did not call me a liar. She is clearly the liar, and trying to spin the company's advertising her way. Nothing in my paperwork from *** mentioned capping me at G. It worked fine for the first two months, then suddenly Viasat took over and everything changed.
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.Mr*** has two accounts with Viasat, both active and receiving Viasat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease 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.In order to attract new customers, Viasat is offering a promotional discount of $off for the first three months of the service plan, however this discount is only for new customersWe apologize if Mr*** was given this pricing. In order to bring this complaint to resolution, Viasat has added the promotional discount of $off for three months to both of Mr*** accounts, which will be seen starting on his next billIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of disconnection, all customers are required to only return their ViaSat modem and
transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny 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
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was 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 was to 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
As ViaSat had not received the lease equipment Ms*** was charged $on December 26, Nevertheless, in order to bring this complaint to resolution ViaSat has issued the refund for the $to be issued back to the payment method on fileMs*** should receive this refund in three to five business daysShould she not receive the refund within this time frame please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this as long as they follow through with what they are sayingThe only reason I had to resort to solve my matter in this way was because you never could get anyone with the company to give you direct and correct information IF they do not follow through as they have stated, I will be contacting you again
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On 11/18/ViaSat received contact from Mr*** regarding the disconnection of his ViaSat accountDuring this conversation, Mr*** was
advised of the disconnection disclosures including the leased equipment recovery processMr*** provided the ViaSat representative with his new address to have the lease recovery kit shipped to Customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to their home address within a week after their disconnection, and it will include return instructionsDue to a system error, Mr*** has yet to receive the lease recovery kitIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipmentA new lease recovery has been requested, if Mr*** does not receive this; please have him contact ViaSat’s 24-hour Customer Service at ***Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention We are unable to locate Mr*** account with the information providedIf one or more of the following can be provided, ViaSat will be able to review this matter thoroughly and provide resolution
• ViaSat account number • Phone number associated with the account • Email address associated with the account • Name associated with the account • Full service address Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: ViaSat closed my open online ticket within hours of it being filed, offering no resolution as they stated The service has already been completed and we were forced to upgrade our service, due to what I see as unethical (possibly illegal) business practices The settlement money that is listed is based more on the principle of the situation, than the dollar figure Unfortunately it took me filing a complaint with the Revdex.com to get a response from the company different than "MrHaase there is not anybody that can resolve this situation for you." The service tech then said it was their faulty equipment when he came out which makes matters worse
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs*** contacted ViaSat’s corporate offices on March 7, to discuss the issues she outlined in her complaintDuring our email exchanges, Ms
*** was advised that on December 28, she spoke with a ViaSat representative who informed her that the $off for months discount would be applied to her accountAs of December 29, 2015, these credits were applied to Ms*** accountThe $off for months will apply towards her ViaSat bills through December 1, We apologize for any confusion this situation might have caused. Regarding her services and the inability to utilize the services after one week, it does appear that this is directly related to the Data Allowance PolicyCurrently, Ms*** is receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadMs***’ previous bill shows that she utilized GB of the GB purchasedThis usage is directly related to Netflix usage While Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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.ViaSat’s 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 customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of salePursuant 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. If the Exede GB plan is not a sufficient plan for Ms***, ViaSat’s new Liberty service plans are available in your areaThe 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 offers customers download speeds up to 1-Mbps once they have exceeded their monthly Priority DataThe following plans are currently available to Ms***: • Liberty 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 18GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 30GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. When Ms*** contacted ViaSat’s corporate office, she was offered to upgrade her plan to one of our new plans with a $credit for three months; however, Ms*** declined this offerAdditionally, ViaSat has offered to disconnect Ms***’ ViaSat account with waiver of the Early Termination Fees upon return of the leased equipmentMs*** 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 returnIf you would like to take advantage of either of these offer or have any additional questions, please have her contact ViaSat’s 24-hour Customer Service department at ###-###-#### and reference ticket *** Thank you for the opportunity to respond

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 Ms***’ complaint to our attention
The Customer Agreement signed by Ms*** on May 4, states that Viasat does not provide a prorated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also advises that customers are
responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box and free return shipping label within a week after disconnectionAny request for assistance with uninstalling the equipment is associated with a standard $service call fee
Our records show Viasat charged Ms*** $in monthly service fees on December 8, 2017, but the payment failedMs*** contacted Viasat the same day to disconnect her accountDuring this conversation, Ms*** was informed of the balance due and the disconnection disclosures, including the return of the equipmentWhen Ms*** disputed the balance due, she was informed that the balance was considered validShe was also informed the service call fee when she requested that a technician assist with the uninstallation of the transceiverMs*** moved forward with the disconnection of her account, but did not move forward with ordering a service call
Ms***’ equipment was marked as returned on December 22,
On January 8, 2018, Viasat successfully collected a payment for the balance due of $Ms*** sent an email regarding the payment on January 9, 2018, at which time she was advised that the December 8, payment had failed, and that this payment satisfied that balance due
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of February 6, Ms*** should be advised that it make take to business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI have called Viasat and answered their questions and again was told incorrect information which when I pointed it out they changed what was originally saidie"return of equipment was my responsibility" stating that my service agreement contractI corrected her telling her my service agreement was made with a salesman that gave me a phone number and did not then or does not now work for viasat and what he told me was nothing like the email that I received many hours after he and his installation crew had left therefore I never agreed to their "service contract" I agreed to what the salesman sold me, Which I NEVER received. My recent contact was initially the same as previous contacts with this company in the fact that she could not confirm my account, neither phone # given related to my account (Although later in the conversation she told me what both my phone numbers are) she verified my account with my e-mail address, but later was not able to use my email address to confirm this conversation nor confirm any refund nor confirm any cancellation agreement as stated in previous emailShe also would have to transfer me to a different department for my cancellationI refused and stated that that is what her company Viasat has done with all previous attempts at my cancellationMy first cancellation was within weeks of attempting to use this service that was never providedI explained that I will not accept that as it has never worked in the past and if she was not able to perform this cancellation through their own reference # (***) I would consider my part of the agreement has been completedShe apologized, asked me to hold, and she would process my cancelation herself.Out of curiosity and her being so kind I asked "if I wanted to speak to someone higher up a manager or someone with authority above her would I be able to do this?" She assured me that is always an option if I chose to do thatI thanked her and said that I do not wish to do that as you are handling everything wonderfullyI informed her that in previous phone calls I had asked to speak to a higher authority and was denied being told "That is against company policy"So, on July 30, I called the number provided and was told there is an long wait time ( That recording is new) after listening to several option of an automated system eventually it offered the option of a call-back when an operator was available (also new)I received my call backI spoke with StephaniShe handled my cancellation .She asked if I wished to have my reference numbers to my Refund, (which was negotiated but I won't get into that in this emailand reference number to my termination fee waverI said Yes I do want those numbers and would like them emailed to meShe informed me that that is against company policy.So I think I need to let you guys know that my refund (promise of $in form of a check mailed to my home) is *** and the wavier of my termination fee (termination of service which I never received) that number is ***.Why that information is against company policy to be sent to a customer is difficult for me to understand.I would also wish to note that I have received many emails from viasat after contacting you "Revdex.com of Denver"these e mails were entirely different approach on customer service asking for my opinion and if I would wish to speak to the Vice president of customer service and given email for which I could voice my opinion.I had requested all of this in the previous months in numerous phones calls with all different division of whatever kind of structure this company has createdEvery previous request, before contacting Revdex.com, was No you may not, "that is against company policy"So ya I accept their offerya, I believe the company are liarsand Yes I believe that company is corrupt and has the worst customer service I have ever encounteredI would not say that this case is closedI do not believe Viasat will perform what they have statedI will do what I have been asked to doreturn specific pieces of their equipment via prepaid postal box which will be mailed to meViasat said that I would have days in which to return their equipment or I would be subject to additional feesI DO NOT agree to that and asked Stephani to be sure to put that in my fileI do agree to putting their stuff in their box and getting it far from meOnce I have done that whatever happens to that package is not my responsibility as I do not and cannot assure they will receive it, or if they do get it will they credit it to my account, or whatever happens t it is no longer my responsibility and if any additional charges come up they will not be paid by me.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/16) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** 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, early termination fees, automatic payments, and equipment lease requirementsEach of these points is also addressed in the Customer Agreement signed by Ms*** on May 3, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
Billing & Payment Method - The Customer Agreement states that monthly fees are payable in advance, and 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 feesRegarding the charge to Ms*** credit card, ViaSat collected an advanced payment of $for the first month of service on May 2, On May7, 2012, ViaSat issued a refund for the amount to Ms*** payment method as a courtesy as she advised she had not been made aware the charge was going to come out right after her installationMs*** was also provided with a credit of $towards her future bills
Regarding Ms***'s billing issues, our review of her account shows that she contacted ViaSat on October 7, to update her payment methodOn January 2, 2015, ViaSat received notice from Ms***'s financial institution that the credit card had been closed, and updated its records accordingly
ViaSat's Credit Card Updater automatically updates a customer's credit card information to maintain current payment information on a customer's credit cardThe goal is to reduce the number of failed payments due to expired credit cards and to reduce the need for customers to call in to update these changes
Between January 15, and October 13, 2015, Ms*** contacted ViaSat ten times to update her payment method because it kept being removed, per ViaSat's Credit Card Updater processOn several occasions during this timeframe, Ms*** was asked to contact her financial institution about her payment method as ViaSat was updating her payment method information based on information provided by her bank
Data Usage - Ms*** was receiving ViaSat's Exede 15GB service plan at $a month plus applicable taxes and a $monthly equipment lease feeThis plan provides 15GB monthly data allowanceCustomers 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 *** utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show that since her installation on *** 3, 2012, Ms*** purchased a total of 30GB of additional data
Our records show Ms*** contacted ViaSat eight times in regards to the Data Allowance Policy, as summarized below:
March 14, 2014: Ms*** called because she believed her Late Night Free Zone usage was being calculated towards her monthly data allowanceShe was advised that she would need to call back to speak with ViaSat's Technical *** department, which was closed at the time of the call, so her data usage could be reviewed; the ViaSat representative also advised Ms***, however, that it appeared her data was only being consumed during the daytime hoursThe ViaSat representative suggested that Ms*** take screenshots of her usage meter before and after the Late Night Free Zone and to send them to ViaSat if she saw a discrepancy
March 15, 2014: Ms*** required assistance with accessing her online usage meter, at which time her password *** resetMs*** advised that she did not believe the usage meter was working correctlyThe ViaSat representative recommended that Ms*** keep track of her network activities daily, and unplug her router when the service was not in useMs*** was provided with 5GB of free additional data as a courtesy
March 9, 2015: Ms*** called because she had received notice that she'd reached 70% of her data usage, and wanted to disputeThe ViaSat representative reviewed Ms***'s account and advised that a known issue was impacting her servicesAt this time, Ms*** was provided with 15GB of free additional data for the inconvenience
April 2, 2015: ViaSat provided Ms*** with 5GB of free additional data in response to a concern she had with her data and the internal usage issue ViaSat was experiencingThis issue was resolved
April 28, 2015: ViaSat provided 1GB of free additional data and escalated her data concerns internally for review
*** 5, 2015: Ms*** was provided with a free service call and 2GB of free additional data for her data concernsThe service call was completed on *** 7,
September 29, 2015: Ms*** called because she'd exceeded her monthly usageThe ViaSat representative reviewed her monthly data with her
October 5, 2015: Ms*** called to dispute her usageThe ViaSat representative provided Ms*** with a $goodwill credit
Equipment - The Customer Agreement advises that customers are responsible for returning ViaSat's modem and transceiver within days after the disconnection of their accountFailure to return the equipment within this timeframe can result in an unreturned equipment fee of $300.00, not including taxesViaSat has a UPS box, free return shipping label and illustrated instructions delivered to a customer's home within a week after their disconnection for the return of the equipmentAny service call request for assistance with the uninstallation of the equipment is associated with a chargeable fee of $Currently, ViaSat is offering a promotion that offers this service call at a nominal fee of $
Exede Voice - Ms*** contacted ViaSat on August 19, to add the Exede Voice product to her account, at which time she also requested that her telephone number be ported over from her previous carrierOn August 29, 2013, Ms*** called for assistance in activating the Exede Voice Adapter, but was unable to get a dial toneMs***'s concern was escalated internally for review and resolution the same day
ViaSat's Telephony Operations Group (TOG) made two attempts to contact Ms*** on August 30, and August 31, in regards to an issue she was having with her adapter with messages leftMs*** did not contact TOG back regarding her Voice concerns, and did not advise ViaSat of any further issues she *** have experienced with the Exede Voice service
On August 14, 2014, Ms*** called ViaSat to cancel the Exede Voice service, claiming she had never managed to get it to workDuring this conversation, the ViaSat representative offered to send Ms*** a new adapter, but Ms*** declined the offerWhen asked if she'd called Verizon to have her telephone number ported back over, Ms*** advised that she did not want the telephone number anymore and was aware she would lose it once the Voice service was disconnectedMs*** was provided with a $goodwill credit at this time
In total, Ms*** paid $for the Exede Voice service between September 4, and August 14, In order to come to a resolution regarding this particular issue, ViaSat will issue a refund of half of the total Exede Voice paymentA request for a refund of $to be delivered to Ms*** via check has been escalated as of November 16,
Speeds - The Customer Agreement advises that the service speeds *** vary and are not guaranteedCustomers are also advised of this at the point of saleDue 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 review of Ms***'s account shows that she was actively using the service during her term as a ViaSat subscriberMs*** also received a total of $in goodwill credits and was provided with a total of 28GB of free additional data ($total) by ViaSat's representativesIn light of this, ViaSat does not agree to provide Ms*** with a refund of $However, to further resolve this complaint, and in addition to the refund of $185.70, ViaSat will also waive the balance due of $from Ms***'s accountA credit waiver for the amount has been applied to the account as of November 12,
We apologize for any frustration or misunderstanding Ms*** *** have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company's gestureWhile I can say I did receive some compensation through the course of my service it does not equate to my level of frustration I appreciate my final bill being compensated and accept that as part of the agreement I would appreciate an additional gesture of having someone come to my home and remove the required part from my roof My husband is in no physical condition to perform this work without substantial risk to his personal well-being If the credit remaining on my account will cover this than please use it Since cancelling my service I can no longer log into my account to confirm the status or amount of the credits applied to my account and have not received any paper bill or other confirmation of my final bill