ViaSat, Inc.

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,
*** ***

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,
*** ***

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

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 *** *** 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

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

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

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

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 Mr***’s complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat
The Vacation (Hibernation) package is a low cost product for customers who may be gone from the location where the ViaSat service is installed for a long period of
timeThe Vacation plan suspends the internet service at $a month, plus applicable taxes and a $monthly equipment lease feeThe Vacation plan can be active for a minimum of days and a maximum of days in a rolling 12-month period (i.eSeptember 3, - September 3, 2017)If a customer has been on the Vacation plan for the maximum days and does not call ViaSat to resume regular service, ViaSat will automatically restore the service to either the plan the customer was on before or the lowest-priced plan available in their area
Our records show Mr*** called ViaSat on November 16, 2015, at which time his account was transitioned to the Vacation plan, per his requestMr***’s service remained on the Vacation plan until May 16, 2016, when he called to resume regular service on the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
On November 15, 2016, Mr*** called and had his account placed on the Vacation plan once againThe plan was active on his account until December 28, 2016, when it was transitioned back to the Exede GB plan
Mr*** was charged $in monthly service fees, including prorated charges based on his service transition, on January 16, He contacted ViaSat via online chat twice the same day regarding the charge and his service planDuring both conversations, the ViaSat representatives attempted to explain to Mr*** why his account had been removed from the Vacation plan, but the chats dropped each time
ViaSat received a call from Mr*** on January 17, regarding his service plan, at which time he was informed that his account had been removed from the Vacation plan because he had exceeded the maximum daysMr*** was also informed that he would be unable to receive the Vacation plan again until May This information was reiterated to him by two supervisorsWhen Mr*** requested the disconnection of his account, he was transferred to a member of ViaSat’s Retention Support Team for further assistanceDuring this conversation, the ViaSat representative offered to transition Mr***’s service plan to the Essential GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee, and provide him with a credit of $off his bill per month for months to lower his bill to the Vacation plan priceMr*** accepted this offer
Our review of the account shows that Mr***’s account should not have been transitioned from the Vacation plan at this timeWe apologize for any frustration this may have caused him to experience
As resolution to this complaint, ViaSat will transition Mr***’s account back to the Vacation plan and provide him with a refund of $from the payment he made on January 16, The $is the difference between the Exede GB plan and the Vacation planHowever, Mr*** should be advised that since we are transitioning his service to the Vacation plan, the retention offer of $off his bill per month for months will be cancelled
Mr***’s account has been transitioned as of January 18, If Mr*** has any further issues regarding the Vacation plan service, he may contact ViaSat’s 24-hour Customer Service Department at 1-*** in reference to ticket no
Thank you for the opportunity to respond

Initial Business Response /* (1000, 6, 2015/08/28) */
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 term
commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** *** and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionViaSat understands the service will not meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to let Mr*** out of his contract with no early termination feesMr*** will need to call customer care and reference ticket number XXXXXXXX so that the disclosures can be readMr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSat once the account is disconnectedThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2015/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you,
We do accept the responseTo avoid future complaints of this nature, you should make sure that all of your sales agents are thoroughly explaining terms of serviceThere was absolutely no mention of data in the call, I know that for a fact because had I heard the word "data" we would not have had the call proceed any further than it didThank you for waiving the termination chargeThe Satellite dish has been removed and once we receive the boxes, we will send back the pieces of equipment explained in the disconnect call
Regards,
*** ***

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 if they will actually be true to their word I was denied this very offer when I last spoke with customer service, but Eventually , A Tech REP NAMED Sharon Was able ToResolve The Issue REMOTLY I Have Canceled The Disconnect Request
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on October 8, and available at exede.com/legal, states that
if ViaSat is unable to process a credit card or EFT payment by the due date, the account may be immediately suspended and the subscriber remains responsible for all amounts payable by subscriber to ViaSatIf ViaSat does not receive payment before the next statement is issued, the account may be terminated and subscriber may owe ViaSat the early termination fee and/or any other applicable termination fee
Our review of Mr***'s account shows that there are no issues with his billing on ViaSat's endMr***'s bill cycle date has always been on the 12th of each month since the installation of his serviceOn June 12, 2015, ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees, but the payment failedSubsequently, on June 24, 2015, Mr***'s account was suspended for nonpayment of serviceViaSat received a call from Mr*** on June 25, 2015, at which time he made a successful one-time payment for the balance due, and had his services resumed
ViaSat received email contact from Mr*** on July 8, regarding issues he was experiencing with his wildblue.net email addressAt this time, a ViaSat representative reset Mr***'s password and he was able to access his inbox
ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees on July 12, Once again, his payment failed and his account was subsequently suspended on July 22, Mr*** called into ViaSat to make a one-time payment for the balance due the same day, at which time his account was resumed from suspension
Recently, ViaSat has started to migrate its customers to a new email platformIn order to do so, ViaSat has had to lock down its current system to ensure email accounts automatically migrate overAs such, some customers have needed to have their passwords *** Our records show Mr*** has actively been working with a representative at ViaSat's Corporate Office to get his password *** On August 4, 2015, this representative provided Mr*** with a discount of $off his bill per month for months
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***'s complaint
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again ViaSat has failed to comprehend what the problem isIt's as if they don't even read the complaint before they respondIn addition to the email problems in which I have lost important emailsNon-payment on account is part of the problemI have attempted on numerous occasions to input a new payment method to no availPart of my contract with a virus that is to receive a working emailFor several months I did not have a working emailIn this they failed to uphold their end of the contractI am still unable to input a new payment method since my old debit card expired
Final Consumer Response /* (4200, 18, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat has not, at this time, addressed my issuesViasat attempted to contact me via an email system they knew was inoperativeViasat has yet to offer a resolutionViasat has only reiterated over and over again the same nonsensical paragraphViasat has not addressed the loss of important emails and their breach of service in failing to provide me with a working email address for an extended period of timePlease ask Viasat WHY they failed to contact me
Final Business Response /* (4000, 20, 2015/09/24) */
Thank you for bringing Mr***'s rebuttal to our attention
In ViaSat's previous responses, ViaSat has advised Mr*** to contact Customer Service for assistance as resolution to his email concernsViaSat's Customer Service Department has not had any contact from Mr*** regarding this issue since August
This will be our final response to this matterThank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or
outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement, signed by *** *** on May 22, 2017, that speeds may vary and are not guaranteed
Our records show *** *** called ViaSat on June 26, because he was experiencing slow speeds, at which time he was guided through troubleshootingWhen *** ***’s speeds remained slow, the ViaSat representative ran a speed test to the modem, the results of which showed that *** ***’s modem was receiving speeds above-advertised rangeDuring a second conversation with a ViaSat representative the same day, *** *** indicated that he was unhappy with the speed of his service and that his monthly data usage was consumed quickly because he and his wife worked from homeThe ViaSat representative offered to transition *** ***’s account to a service plan that offered more data, which *** *** accepted*** ***’s account was transitioned to ViaSat’s Liberty GB + Free Zone plan
On June 27, 2017, *** *** called back regarding slow speedsAt this time, the ViaSat representative reviewed *** ***’s account and informed him that his service was being impacted by high network trafficWhen *** *** disputed this reasoning, the ViaSat representative offered to guide him through troubleshooting, but *** *** declined and requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, *** *** was informed that troubleshooting would need to take place before a request for his early termination fees could be escalated*** *** advised he would think about it and call back
*** *** called ViaSat back the same day advising that he was having an issue with his wireless connection, at which time he was offered troubleshooting*** *** informed the ViaSat representative of his conversation with the supervisor, and he was advised that he would be contacted by a supervisor regarding the early termination fee waiver*** *** advised he’d disconnect the account on July 23, as he had already paid for the billing periodThe ViaSat representative escalated a request for *** ***’s early termination fees to be waived, but the request was denied because the fees were considered valid
On June 30, 2017, a ViaSat supervisor reached out to *** *** regarding his service, at which time *** *** informed of his dissatisfaction with the data allowance and his wireless connectionThe supervisor attempted to inform *** *** that the issues with his wireless connection could be related to his router, but *** *** declined to discussThe ViaSat supervisor informed *** *** that the request for the waiver of the early termination fees had been submitted, but that the fees were validThe conversation ended shortly after
As he has been actively using the service, ViaSat does not agree to issue *** *** a refund for the paid monthly service feesViaSat also does not agree to waive his early termination fees in full; however, as resolution to this complaint, ViaSat will agree to waive them in half, leaving him responsible for early termination fees of approximately $
Currently, *** ***’s account is still activeIf he would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
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***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled
prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show Ms***’s electronic signature on the Customer Agreement dated June 28, 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 installation
Our records show Ms*** called ViaSat three times on July 8, During her initially call, Ms*** advised that she was experiencing slow speedsAt this time, the ViaSat representative reviewed Ms***’s account and informed her that she had exceeded her monthly Priority Data and had subsequently been slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative also advised Ms*** that she could transition her service to a plan that offered more data, purchase additional data through ViaSat’s Buy More program, or have a one-time removal from restriction processed on her accountThe ViaSat representative also assisted Ms*** with setting up her online Customer Portal at myexede.net
Ms*** transitioned her service from ViaSat’s Liberty GB plan to the Liberty GB plan
During Ms***’s second call with ViaSat, Ms*** expressed concerns that she was seeing a discrepancy in her speeds between her home and work computersAt this time, it was determined that Ms***’s slow speeds on her work computer were because she was using the service through a VPN clientThe ViaSat accurately advised Ms*** that ViaSat does not recommend the use of virtual private network (VPNs) or remote computer access applications with ViaSat’s serviceVirtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all
At this time, Ms*** asked to disconnect, at which time she was reminded of the applicable early termination feesViaSat does not provide a grace period for its services
Ms*** called a third time later to speak to a supervisorDuring her conversation with the ViaSat supervisor, Ms*** was once again advised that the early termination fees would be valid; however, the supervisor offered to waive $off the early termination feesPer her request, Ms***’s account was disconnectedUnfortunately, the request for $off Ms***’s early termination fees was rejected on July 9, as the full amount was considered valid
On August 1, 2016, ViaSat charged Ms*** $in early termination fees ($343.06) plus prorated fees based on her service plan transition ($30.97)As there was no payment method on file, this amount remained as a balance due on Ms***’s account until August 29, 2016, at which time the account was referred to outside collections
In consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to waive the balance due of $This request has been escalated as of September 13,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mr***'s complaint to our attention
Unfortunately, we were unable to locate Mr***'s account with the information providedIf he could provide his ViaSat account number or the phone number associated
with the account, ViaSat would be able to research his issue and come to a reasonable resolution that satisfies both parties
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Ms*** ‘s Exede Liberty service plan provides 12GB of monthly Priority Data allowance for use at regular speeds of up to 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 to 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 signed by Ms*** on October 14, On October 15, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat account due to the Data Allowance Policy and the package she believed she was misled at the time of saleAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaNevertheless, as a gesture of good faith, on October 17, 2016, a ViaSat supervisor agreed to disconnect her account with waiver of the early termination feesHowever, at this time, Ms*** did not disconnect her account as she needed to find an alternate ISP ViaSat did not receive contact from Ms*** again until December 17, At which time, Ms*** stated that the services should have been disconnected already and requested a refund of $as she was charged overdraft charges because of the charge of $on December 16, Ms*** was educated that this charge was for monthly services yet; she stated the charge was invalid and requested a refund for the overdraft feeMs*** was educated to fax in her bank statement showing the ViaSat charge caused the overdraft fee On December 30, 2016, Ms*** contacted ViaSat to request further information regarding the overdraft refundDuring this conversation, the ViaSat representative escalated Ms***’s complaint to our customer advocate team who advised that the charge was from her first statement, and it appears that Ms***’s account was already in the negative prior to our chargesNevertheless, on January 4, 2017, Ms*** was refunded $to the payment method on file for the charges collected on December 16, Ms*** contacted ViaSat on January 16, 2017, to discuss the early termination fees of $collected by ViaSat on January 17, During this conversation, Ms*** was being educated that they would request a refund for this charge; however, she ended the call before it was completedHowever, on January 18, 2017, ViaSat issued a refund of $to the payment method on fileShe should receive this refund within three to five business daysAdditionally, per Ms***’s request on January 16, 2017, the payment method on file has stop date of January 20, No further charges shall occur on this payment method after this date Please be advised, Ms*** was 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 was delivered to her home address on December 21, 2016, and it will include return instructionsViaSat has yet to receive Ms***’s leased ViaSat equipmentIf Ms*** requires an additional shipment, please have her contact ViaSat’s customer service at *** Thank you for the opportunity to respond