ViaSat, Inc.

The Customer Agreement is electronically signed by customers during the service installation process, and an account cannot be established without the customer’s electronic signaturePer our previous reply, *** *** signed the Customer Agreement on June 29, From review of the call from July 3, 2016, ViaSat confirmed that Mrand Mrs*** were advised that should ViaSat not resolve their connectivity issues their services could be disconnected with waiver of the early termination feesHowever, as stated in our previous reply, Mrand Mrs*** were receiving download speeds of Mbps and upload of 5.58, well within the advertised rangeViaSat reviewed the July 6, call and verified that at no time did *** *** request that ViaSat not attempt to collect any further payments from his payment method on fileViaSat did receive a call on this same date from Mrs*** to request the removal of the payment method on fileDuring this conversation with the ViaSat representative, Mrs*** was advised that the removal of the payment method on file does take approximately business days before completionAdditionally, Mrs*** was advised that once this was completed all further payment requests would be ceasedAs of July 15, 2016, the payment method on file will be removedIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees in their entiretyHowever, per our previous reply, *** *** is 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 return instructionsThank You!

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOn August 3, 2016, ViaSat received a direct email from Ms*** regarding her complaintUpon receipt of Ms*** email, ViaSat sent a
response to her with resolutionOn July 28, Ms*** contacted ViaSat’s customer service department to request the disconnection of her ViaSat account, which was the same as her billing cycle dateDue to this, the monthly payment of $was collected on the date of disconnectionBecause of this, and per company policy, the ViaSat representative advised Ms*** that this charge was nonrefundableWe apologize for any frustration this might have causedIn order to bring resolution to Mr*** complaint, and as she was a long standing customer of ViaSat’s, she was issued a refund of $to her payment method on file on August 3, The refund should be received back to Mr*** payment method within three to five business daysAgain, we apologize for any frustration this situation may have caused, and thank you for the opportunity to respondThank You!

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you 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 October 13, to request a new modem as
her modem was no longer workingDuring her conversation with ViaSat's customer service representative Ms*** was advised that a replacement modem would be $Due to this, Ms*** declined the offer to send a technician to her home to have the modem replacedBecause of this, the customer service representative offered as a gesture of good faith to create a ticket to determine whether or not the fee for a new modem could be reducedMs*** was advised to contact ViaSat's customer service department in business days to confirm whether not this reduction was approvedViaSat did not receive contact from Ms*** again until August
On August 12, Ms*** contacted ViaSat's Customer Service Department to discuss the disconnection of her ViaSat servicesViaSat's customer service representative offered $off for months and the opportunity to have a service call to replace their modem at a discounted priceAfter further discussion, a service call was created for Ms*** at no cost and completed on August 14, Ms*** was advised if she was charged for a new modem ViaSat was willing to reimburse her for this chargeAdditionally, Ms*** was advised that $off per month for months would be applied to her accountHowever, due to an error, these credits were not applied to her accountWe apologize for any confusion this situation has caused
As of today, September 18, 2015, the $off per month for months has been applied to Ms***' account along with a $goodwill credit and a $goodwill creditViaSat is unwilling to refund Ms*** all charges collected between the October 13, call and the August 12, call as Ms*** was advised to call back into care to determine the judgment on the request for a discount for a new modemHowever, as a gesture of good faith, ViaSat is willing to refund half of these charges in the amount of $This refund has been issued to Ms***' payment method on file and should be received by her within three to five business daysShould Ms*** not receive the refund within this time frame, please have her advise
Again, we apologize for the confusion surrounding this situation and thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's reasoning for not refunding the full amount that I requested is because they claim that I was "advised to call back into care to determine the judgment on the request for a discount for a new modem." However, during the October 13, call I was informed that I would receive a call from Viasat regarding this decisionI updated my phone number at that time to ensure that the company had my correct contact informationDuring the August 12, call I was informed by a Viasat representative that the "note" for the October 13, call and my updated contact information was entered "late" which resulted in the company calling a disconnected numberThis is contradictory to Viasat's reasoning for refusing my full refundNot to mention my internet service was supposed to be suspended in the interim while a decision was being reached
Furthermore, Viasat has failed to address the concerns regarding the inconsistent promises that were made to me by numerous Viasat employeesAside from the money spent, each one of these phone calls was over an hour long, with the longest call being 3+hoursIn my last call to Viasat I was also informed that the free service call I received was not given to me as a courtesy for my trouble, but a benefit of being a "loyal customer" and that I was supposed to receive one free call per yearI was required to pay $at the time of the call because the technician said that the dish would need to be reinstalled as it was not properly installedHowever, this should not have been my responsibility as this dish was installed originally by Viasat when I upgraded my service to Exede years ago
Final Business Response /* (4000, 9, 2015/10/07) */
Per ViaSat's previous reply, ViaSat did review the calls associated with Ms***' claimIn October she was advised to call back to confirm the outcome of the request for a goodwill creditAgain, Ms*** did not contact ViaSat again until August Additionally, per our previous reply, Ms*** was issued a refund of half the fees collected between October and August ViaSat believes that Ms*** did have responsibility to contact ViaSat should her issue had not been resolved to her standardsAs advised during her August 12, call, if any fees were assessed during her service call ViaSat was willing to issue a refund for the charges collectedIf Ms*** could provide documentation showing the $fee was paid to a certified ViaSat technician, ViaSat will agree to also refund this chargeThank you

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on July 10, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Ms*** contacted
Viasat on behalf of Ms*** *** on October 11, in order to request a disconnection of her Viasat servicesMs***’ bill had generated on September 12, 2017, and due to nonpayment, the balance of $has remained on her account as a past due balanceMs*** request to disconnect the services was successfully processed, however the balance remained unpaidAs such, after several attempts to collect the balance due, the amount was written off to Viasat’s collections agencies on November 27, 2017. On January 12, 2018, Viasat received a payment for the amount of $60.58, and on the same day, Ms***’ account was removed from collections. Viasat did not report Ms***’ account to any credit agencies.Ms*** no longer has a balance due to Viasat, therefore, Viasat believes all appropriate action has been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSatAt the time of sale customers are informed speeds are not guaranteed and may varyThis is also addressed in the Customer Agreement, signed by Mr*** on
February 2, 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 activityMr*** is currently receiving ViaSat’s Exede Evolution 20GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis package offers download speeds up to Mbps and upload speeds up to Mbps, unlimited access to web pages and email, and 20GB for all other online trafficAt the time Mr*** ordered service, this service plan came with a six-month promotion for ViaSat’s Freedom (150GB) planAfter the first six months, the plan reverted to the advertised Evolution 20GB plan.Our records show Mr*** contacted ViaSat on December 22, to disconnect his accountDuring this conversation, Mr*** advised the ViaSat representative that he believed there was a line of sight issue impacting his serviceAt this time, the ViaSat representative offered Mr*** a free service call and a credit of $if he would retain serviceMr*** accepted this offer, and a service call was scheduled for the morning of January 4, On January 3, 2016, Mr*** called ViaSat to reschedule his service call appointmentThe service call was completed on January 7, with the technician reconnecting a cable that Mr*** had disconnectedFurther review of Mr*** account shows that he exceeded his 20GB monthly data allowance on December 16, and had subsequently been slowed, pursuant to ViaSat’s Data Allowance PolicyCustomers are made aware of the Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer AgreementThe 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 customersPursuant 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 filesViaSat informs customers via email when they’ve reached 70% of their monthly data allowance, and again when they’ve reached 100% of their usageOur records show emails would have been sent to Mr*** at ***.*** Our records indicate Mr*** usage during his December 4, 2015-January 4, billing period went towards media (e.g., Netflix, DirecTV OnDemand, Spotify), marketplaces (e.g., eReaders, iTunes App Store), web browsing, communications (e.g., instant messaging, audio or video chat), social networking, file sharing (e.g., BitTorrent, P2P), and storage (e.g., cloud storage, online backup)Mr*** usage resets on the 4th of each monthSince December 22, 2015, ViaSat has not been made aware of any further issues Mr*** may have experienced with his serviceIf he chooses to disconnect his account, ViaSat does not agree to waive his early termination feesThank you for the opportunity to respond.Sincerely,ViaSat Satellite ServicesConsumer Affairs Department

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused *** *** contacted ViaSat on May 19, regarding the charges to her ViaSat accountDuring her conversation with the ViaSat
representative, *** *** was educated that no charges were collected and that she would need to dispute any charges she might see with her bank ViaSat has attempted to collect $from *** ***’s payment method on file on four separate occasions (May 8, May 12, May 13, and May 19); however, each time ViaSat was notified that the payment was failed by *** ***’s bank As ViaSat has been unable to collect any fees from *** ***, on May 19, 2017, her ViaSat account was suspended due to nonpayment If a payment has been collected by ViaSat for the services rendered on *** ***’s account, she must please provide a bank statement outlining this informationOnce received, ViaSat will review and if any funds are due back to *** ***, a refund will be issued If *** *** has any additional questions regarding this process, please have her contact ViaSat’s 24-hour Customer Service department at *** Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement,
signed by Mr*** on February 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 Mr*** contacted ViaSat on April 6, to discuss the connectivity of his ViaSatDuring this conversation, Mr*** was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyHe was also advised that a service call could be scheduled if needed Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityViaSat next received contact from Mr*** on May 16, to again discuss the connectivity of his ViaSat account. Mr*** was once again advised that the slow speeds were again due to the breach in the Data Allowance Policy; however, the ViaSat representative attempted to perform speed tests with MrEssington, but he disconnected the call before this was completed In response to this complaint, ViaSat will agree to disconnect Mr*** account with waiver of the early termination fees; however, Mr*** 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 returnMs*** may contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463-and reference ticket *** if he would like to move forward with the disconnection of his ViaSat account Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion she might have experiencedMs*** first contacted ViaSat regarding her belief that her services were not ground on April 29, During her conversation with the ViaSat representative, Ms***
was educated that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** declined this offerOn May 3, 2016, Ms*** contacted ViaSat to discuss her equipment not being groundedOnce again, Ms*** was educated that a service call would be needed to in fact determine if this was accurate, but she would be responsible for the service call chargeThe ViaSat representative also offered to add EasyCare to Ms***’s account which provides required service calls at no extra charge, normally $per service call for only $a month and no charge first daysMs*** declined this offerMs*** did not contact ViaSat again until August 3, at which time she stated that she believed her dish was not groundedOnce again, Ms*** was that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** was once again offered to add EasyCare to her account; however, she declined the offerSince this date Ms*** has not contacted ViaSat to request a service call related to her belief that her equipment is not groundedIn order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to send a technician to Ms***’s location to review the installation of her services at no additional chargesMs*** may contact ViaSat’s 24-hour Customer Service at *** and reference ticket *** to have the service call scheduledThank you for the opportunity to respond

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 September 12, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service
termEarly termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termCustomers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees
Mr*** called ViaSat on February 4, because he was moving and wanted to take the service to his new locationAt this time, the ViaSat representative confirmed that ViaSat’s Exede internet service was available in Mr***’s new area; however, it was determined that the Freedom service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) was not available in his new areaMr*** decided not to move his service with ViaSat, and to move forward with the disconnection of his account; as such, the ViaSat representative accurately advised him that he would be charged an early termination fee
Service plan availability is based on locationViaSat is unable to provide Mr*** with the Freedom plan if it is unavailable in his new area
As Mr*** chose not to move his ViaSat service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/30) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt the time of sale customers are made aware of ViaSat's 24-month minimum service term agreement, and the early
termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on April 25, and available at exede.com/legalViaSat charged Mr*** the $for the early termination fees of the voice serviceWe apologize if Mr*** feels these points were not communicated to his satisfactionIn order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today June 30, and Mr*** should see that within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration 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 the early termination feesEach
of these points is also addressed in the Customer Agreement signed by Mr*** on December 22, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** was receiving ViaSat’s Liberty 12GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with 12GB of monthly priority data, download speeds up to 12Mbps, and upload speeds up to 3MbpsPursuant 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 Liberty plans also provide customers with a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Mr*** called ViaSat on December 25, because he had reached 100% of his monthly priority dataDuring this conversation, a ViaSat representative reviewed Mr*** data consumption with him, reminded him of the Data Allowance Policy, and provided tips on how he could reduce his data consumption through the monthThe ViaSat representative also advised Mr*** that ViaSat provided customers with a usage monitoring tool online at my.exede.net
Mr*** called ViaSat again on December 26, 2015, at which time a one-time removal from slowed speed was processed, and he was provided with 5GB of free additional dataAt this time, a ViaSat representative once again reviewed the Data Allowance Policy with Mr***
On December 29, 2015, Mr*** called ViaSat to disconnect his account because the data was not meeting his needsAt this time, Mr*** was reminded of his signed Customer Agreement and the applicable early termination feesThis information was reaffirmed by a supervisor when Mr*** was transferred to one, per his requestMr*** account was disconnected the same dayViaSat received Mr*** modem and transceiver on January 8,
On January 24, 2016, ViaSat charged Mr*** $for early termination fees and 2GB of additional data Mr*** purchased on December 26, This payment failedThe account was sent to outside collections on February 23, Mr*** called ViaSat the same day regarding the collections notice he’d received, at which time he was reminded of the 24-month minimum service term and associated early termination fees
In order to come to a resolution regarding this complaint, and as recognition of Mr*** short term as a ViaSat subscriber, ViaSat will agree to remove Mr*** account from collections with the balance due waived in fullThis request has been escalated as of February 29,
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention The Customer Agreement provided to each new customer, signed by *** *** on March 28, 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 April 09, due to having no connectivityThe Viasat representative advised Ms*** that there was an outage in her area and should be fixed shortlyMs*** called back on April 10, to verify that the outage was correctedAs Ms*** was still experiencing a connectivity issue, the Viasat representative reviewed her account and advised she would need a service callThe service call was ordered and scheduled for April 12, Ms*** contacted Viasat on April 12, because the technician had not shown up, at which time the appointment was rescheduledBetween April 16, and April 30, 2018, the service call was rescheduled three additional timesAdditionally, our records indicate that the wrong phone number was listed on the service call, so Ms*** could not be contactedWe apologize for any frustration this may have caused Ms*** to experience Ms*** contacted Viasat on April 30, to request a disconnection of serviceThe Viasat representative read the necessary disclosures and advised her that her early termination fees would be validMs*** requested for her account not to be disconnected at that time as she was disputing the early termination fees In response to a contact received from Ms***, Viasat’s Consumer Affairs Team has agreed to disconnect her account with the early termination fees waivedThis has been processed as of May 1, At this time, Viasat feels that all appropriate actions have been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s Executive Escalations Team at 1-866-631- Thank you for the opportunity to respond

Revdex.com:I am pleased with their responsethank you for dealing with me in a timely matter
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: there were two things we requireWhile we are grateful for the offer of early termination without incurring early termination fees, we also ask for a refund of the balance of the advanced payment for equipment lease feesViaSat charged our credit card $for equipment rental fees for two yearsWe would like reassurance that ViaSat will reimburse us $for the balance of our advance lease fees (x 23/24) when we return the equipment to ViaSatIf ViaSat will confirm that we will receive this reimbursement in addition to the waiving of early termination charges then we will gratefully accept the offer made by ViaSat
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on October 28, and available at exede.com/legal, 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 termEarly termination fees are charged on the bill cycle date following a customer’s disconnection dateOur records show Mr*** was charged on the 1st of every month
ViaSat sends customers email notifications when their bill is dueOur records show this email would have been sent to Mr*** at ***@gmail.com
Mr*** contacted ViaSat on December 9, to disconnect his account, at which time he was reminded of his signed Customer Agreement and advised his payment method would be charged early termination fees of approximately $When Mr*** asked when he would be charged, the ViaSat representative accurately advised him that he would be charged on January 1, 2016, as that was his bill cycle dateMr*** was also reminded that, pursuant to the Customer Agreement, he was responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he would be charged an unreturned equipment fee of $300.00, not including taxesMr*** agreed and moved forward with disconnecting his account
ViaSat received Mr*** modem and transceiver on December 23, On January 1, 2016, ViaSat collected a payment of $in early termination fees from Mr***, as he was advised
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

In ViaSat’s previously reply we informed *** *** that the duplicate payment made on June 12, was failed by her bankViaSat received the following message back from her bank when trying to process the payment, “Customer Advises Not Authorized,” and subsequently the additional payment of $failed on July 1, As such, when the payment was made on June 12, 2016, for $and the bill generated was for $111.48, this left a balance owed on her account for $1.75. =On July 8, 2016, *** *** regular ViaSat monthly bill cycled and she had a balance owed of $When *** *** made the onetime payment of $on July 12, 2016, this brought her account balance to zero Unless *** *** can provide a rolling bank statement not blacked out, showing the failed payment cleared and was not reimbursed back to her as she previously stated and per the information provided by the bank, ViaSat is unwilling to refund *** *** any chargesAgain, as stated, the payment collected on July 12, was for the monthly charges for her July statement. *** *** may contact ViaSat's Consumer Affairs at *** to discuss this matter further. Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
With the information provided in the complaint ViaSat was unable to locate Ms***'s
accountIf Ms*** would provide additional information as it is located on her account, ViaSat will ensure that her complaint is researched and we respond accordinglyPlease have Ms*** provide the account number, phone number, and/or the email address listed on the 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 me
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any cnfsion she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is
further addressed in ViaSat’s Customer Agreement signed by Ms*** on August 24, and also available at ***We apologize if these points were not communicated to Ms***’s satisfaction
ViaSat received a call from Ms*** on August 24, 2016, at which time she requested the termination of her account because she felt she had not been fully informed of the service at the point of saleAt this time, Ms*** was reminded of the 24-month minimum service term and early termination feesMs*** understood that she had signed a Customer Agreement, and advised that she would be contacting *** in regards to her point of sale concerns
Ms*** called ViaSat back later the same day to request disconnection because she was unhappy with the serviceAt this time, she and the ViaSat representative discussed how the service was geared more towards customers in rural communities with limited optionsThe ViaSat representative recommended Ms*** contact *** and ask them to pull her sales call for review
On August 25, 2016, Ms*** called to disconnect; however, after being advised of the disconnection disclosures, including the early termination fees, she advised she would call back to have the request processedMs*** called back on August 29, 2016, at which time her account was disconnected, per her request
ViaSat charged Ms*** $in early termination fees, but the payment failedOn October 11, 2016, Ms*** called ViaSat in regards to the balance due, at which time she advised she did not want to pay the balance due because she felt she had been misled at the point of saleViaSat’s representative reminded her of the Customer Agreement and advised that the early termination fees were validOn October 12, 2016, she called ViaSat to make a one-time payment for the balance due
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to refund her early termination fees of $This refund has been issued to her payment method as of October 13, It may take Ms*** three to five business days to see this amount deposited into her account
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 ViaSat
Our records show Ms*** ordered service through an authorized ViaSat dealer on January 10, 2017, at which time she elected the Liberty GB plan at $
a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly priority data, download speeds up to Mbps, and upload speeds up to Mbps
ViaSat’s Liberty plans do not provide a Late Night Free ZoneInstead, they come with 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 resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetThis information is incorporated into the Customer Agreement signed by Ms*** on January 11,
The service was installed at Ms***’s home on January 11, On January, 12, 2017, ViaSat collected a payment of $from Ms*** for her monthly service feesShe called into ViaSat the same day to discuss her data usage, at which time she requested to transition to ViaSat’s Freedom GB service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps, but does not come with a Late Night Free Zone
Pursuant to ViaSat’s Bandwidth Usage Policy, when an Exede Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing periodThis may result in slower speeds when the network is busyIf the customer has used greater than GB, ViaSat may contact the customer and give them the option to reduce their usage or transition to another service planIf they do neither, ViaSat may terminate service
ViaSat received another call from Ms*** on January 13, 2017, at which time she requested to terminate serviceWhen the ViaSat representative reminded Ms*** of the 24-month minimum service term and early termination fees, and informed her that there was no grace period for the service, Ms*** requested to speak to a supervisorWe apologize if she was unable to speak to a supervisor at this time or did not receive a call back from oneMs***’s account was not disconnected at this time
Ms*** called ViaSat back on January 15, 2017, at which time her account was disconnected, per her requestAt this time, Ms*** was once again informed of the early termination fees, and was also advised of the equipment return requirements
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 termThe Customer Agreement also advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions for the return of the equipment within a week after disconnectionCustomers are advised of these points at the time of sale and are reminded of them when they choose to disconnect service
As resolution to this complaint and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullHowever, Ms*** will be responsible for any prorated fees associated with her service plan transition
Thank you for the opportunity to respond