ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/07) */
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 24-month minimum service term commitment, and the early
termination fees should the account be disconnected prior to the termMr*** did go through a local dealer to set up the service and ViaSat was able to contact the dealer and ViaSat was advised that Mr*** was the one who set up the service and that they were never advised of a day grace periodWe apologize if Mror Ms*** feels these points were not communicated to their satisfactionIn order to arrive at a resolution ViaSat offered to waive half of the early termination fees should Mr*** wish to disconnect the accountThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response does not in any way merit what we were told upon ordering service and we have said that all alongPlease see the attached letter mailed emailed to this company as they requested with PROOF of my wife's disabilitiesWhich is in itself unforgivableThis letter has gone without response since 8/10/when first provided and again emailed on 8/17/The only response ViaSat has provided is through this complaint with Revdex.com
The letter clearly states what we are expecting out of this considering the circumstances with the third partyLet me remind you ViaSat you didn't AGREE to half of the termination feeYou DEMANDED PROOF of my wife's disabilities and then and only then would you waive half the feeYou are milking the timeline of the daysThat is obviousMake this go away!!!!!
Final Consumer Response /* (4200, 14, 2015/08/21) */
***Document Attached***
Final Business Response /* (4000, 16, 2015/08/24) */
Thank you for bringing Mr***'s response to ViaSat's attentionWe apologize that Mr*** feels he was not responded to in sufficient timeViaSat shows that Mr***'s concerns were sent to our Corporate Care office on August 5, via chatAt that time our Corporate Care office advised that the dealer was contacted and ViaSat was able to confirm that the customer was given the correct information at point of sale and that no grace period was offeredViaSat did offer to waive half the early termination fees should the proper paperwork be faxed inAt this time ViaSat has made the decision that if Mr*** wishes to disconnect the account we will waive the early termination fees in fullMr*** will not need to send over paperwork, if he already has that is fineMr*** can call ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXX to have the account disconnected with the early termination fees waivedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mrs***’s complaint to our attention
Our records show ViaSat attempted to charge Mrs*** $in monthly service fees on July 4, 2016, but the payment failedSubsequently, on Jul y 14, 2016, her account was suspended for nonpaymentThe same day, Mrs*** made
two one-time payments of $to resolve the balance dueViaSat managed to successfully collect one of these payments on July 15, 2016, but the second failed
On July 20, 2016, Mrs*** called in about the duplicate payment and advised that it had caused her to go into overdraftAt this time, she was advised that one of the payments had failed and it was recommended that she discuss the matter with her bank as ViaSat had not collected the second paymentMrs*** requested to speak to a supervisor, but the line dropped before one could take over the call
Mrs*** called back the same day regarding the duplicate charge, at which time she was advised that she would need to fax in a copy of her bank statement showing that the second charge had been collected and caused her to go into overdraftIf the request was determined to be valid by ViaSat’s Finance Department, she would be reimbursed for her overdraft fees
ViaSat received another call from Mrs*** on July 28, regarding her request for overdraft reimbursement, at which time she requested to speak to a supervisorPer her request, her call was transferred accordinglyDuring her conversation with the ViaSat supervisor, Mrs*** acknowledged that the second payment of $had failed, but still asserted that it had caused her to go into overdraftAt this time, the supervisor contacted ViaSat’s Corporate Resolution Team to confirm if Mrs***’s faxed bank statement had been receivedThe CRT representative determined that they had not received any documentation from Mrs***, but also advised that because Mrs*** had made the duplicate payments via ViaSat’s *** Customer Portal, ViaSat would not reimburse her for her overdraft feesThe supervisor relayed this information to Mrs***, and offered to place a $credit onto her account insteadMrs*** declined and advised she would be looking for a new service provider and ended the callAs Mrs*** did not remain on the line, the supervisor was unable to process any disconnection request
Pursuant to the Customer Agreement, signed by Mrs*** on June 17, and available at ***, customers are given the opportunity to terminate service by giving ViaSat written or telephone notice In order to protect our customers, ViaSat requires the account holder to stay on the telephone line during the disconnection process to authorize the request ViaSat cannot accept predated account termination requests
On August 4, 2016, ViaSat attempted to collect a payment of $for monthly service, but the payment failedMrs*** contacted ViaSat via online chat to advise that she’d wanted her account disconnected and to explain her billing concernsAt this time, the ViaSat representative offered to call her to process her disconnection request, but Mrs*** declined and advised she would call back later that dayNo changes were made to Mrs***’s accountOur records show ViaSat received a call from Mrs*** later that night, but the call dropped before assistance could be provided
Mrs***’s account was suspended for nonpayment on August 15, On August 29, 2016, ViaSat received a call from Mr*** regarding the status of the account and to advise that his account was supposed to be disconnectedAs Mr*** was unable to verify that he had authorization to make changes to the account, the ViaSat representative was unable to provide him with specific information and unable to process any disconnection requestMr*** was advised that Mrs***, the account holder, would need to call inMr*** placed the ViaSat representative on hold, after which the call droppedThe representative attempted to call Mr*** back, but there was no answer and no opportunity to leave a message
Mr*** called back the same day; once again, he was unable to verify the account, and no changes were madeHowever, Mr*** was advised that there was a balance due on the account
On October 5, 2016, Mrs*** called ViaSat, at which time she was reminded of her 24-month minimum service term and the early termination fees before her disconnection request was successfully processed
Since July 15, 2016, ViaSat has not collected a payment from Mrs***; therefore, no refund is dueHowever, as resolution to this complaint, ViaSat will waive the balance due of $Additionally, ViaSat will waive $from Mrs***’s early termination fees as reimbursement for her overdraft fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she *** 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 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 sale; it is addressed on the first page of the Customer Agreement, signed by Ms*** on June 12, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Our review of Ms***'s June 10, sales call shows that she contacted ViaSat's Sales Department to order serviceDuring this conversation, Ms*** mentioned that she streamed television shows and movies through multiple applications (e.g., Netflix, Amazon Prime, Hulu, etc.), at which point the sales representative recommended ViaSat's highest plan, Exede GB at $a monthMs*** declined this service package due to costMs*** was also recommended ViaSat's middle service, Exede GB at $a month, which she also declined due to costMs*** requested to be placed on ViaSat's lowest service plan, Exede GB at $a monthAmongst other aspects of the ViaSat service, the sales representative advised Ms*** of ViaSat's Data Allowance PolicyMs*** agreed to all aspects of the service, and moved forward with placing the orderThe ViaSat service was installed at Ms***'s home address on June 12,
Regarding the $charge Ms*** mentions in her account, ViaSat performs a preauthorization check on a new subscriber's payment method to confirm that the customer has a valid payment methodThis charge is automatically reversed to the customer upon validation; however, the issuing bank *** not immediately process the reversal requestMs*** will need to contact her financial institution for more specific information and the bank's policy on reversals
Ms*** contacted ViaSat on June 15, because she was dissatisfied with her monthly data allowance, at which point she was reminded of ViaSat's Data Allowance Policy and provided with advice on how she could manage and monitor her usage throughout the monthThe ViaSat representative also offered Ms*** GB of free additional data, which she acceptedViaSat received a second call from Ms*** the same dayDuring this second interaction, Ms***'s account was disconnected, per her request, and she was reminded of her signed Customer Agreement and the early termination fees
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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termOn June 16, 2015, ViaSat collected a charge of $from Ms*** for her early termination fees ($343.06) plus a charge for her first month of service ($59.98), applicable taxes ($6.68), and prorated charges based on her installation ($7.74)
In consideration of the short length of time Ms*** was a ViaSat subscriber, ViaSat will agree to issue her a refund for her early termination fees of $343.06; however, as she was using the service, ViaSat will not refund her for the payment she made for the first month of serviceThe refund of $has been issued to Ms***'s payment method as of today, June 29, Ms*** should be advised that that it *** take 3-business days from the issue date for her to see the amount deposited into her account, and that there *** be a delay due to the upcoming holiday
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
The Customer Agreement provided to each new customer, signed by Ms*** on March 17, 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
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 Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Our records show Ms*** ordered service through an authorized local Viasat dealer on March 17, 2018, and the service was installed the same dayViasat received a call from Ms*** on March 18, 2018, at which time she requested the disconnection of service because the speeds were not meeting her needsDuring this conversation, Ms*** was reminded of the 24-month minimum service term and early termination feesMs*** disputed the early termination fees and requested to speak to a supervisor
During her conversation with the Viasat supervisor, Ms*** was offered and declined troubleshootingThe Viasat supervisor informed her that the early termination fees would apply if she chose to move forward with disconnecting service, and that the 24-month minimum service term initiated upon the installation of serviceWhen Ms*** requested to speak to another supervisor, her call was transferred accordingly, at which time she was once again informed that the early termination fees would be validMs*** account was disconnected, per her request
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees as of March 19,
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention. In response to this complaint, Viasat recommends that Ms*** contacts Viasat at [email protected] to have this matter investigatedMs*** should be advised to include all dates and amounts that she has been
charged, as well as any supporting documents she may have (e.g., a police report). Additionally, we also recommend that Ms*** issues disputes with her bank for the payments in question if she has not done so already.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: The "significantly reduced speeds" part of their product is not specificI'm still unable to load very low bandwidth websites like *** *** because the reduced speeds are less than 256k dispeedsI can't even run speedtest right now because the connection speed is so lowThat's not reducing speed, that's turning the internet off for all practical purposesAdditionally, it takes a reboot of the modem and router after midnight just to get the "free zone" time of regular speedsIf they have the technology to reduce the speeds, then they have the technology to turn them back on at midnight every day instead of wasting another minutes of my time
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr*** *** on January 7, 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 Mr*** purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to promotional pricing, Mr*** was receiving a $credit for the first three months of his service planThus, his first bill that generated on January 8, was in the amount of $63.29. Viasat received no contact from Mr*** until January 25, 2018, when he requested a disconnection of his Viasat servicesMr*** stated that the representative that sold him the service misrepresented the cost and the contractMr*** requested to future date his disconnect for February 7, 2018, which was successfully requested. Mr*** contacted Viasat on January 31, to again request the disconnection of his servicesThe Viasat representative assisted him in requesting the disconnection the same day and the disconnection was successfully processed. On February 8, 2018, Mr*** account was charged in the amount of $for early termination feesMr*** contacted Viasat on February 12, to dispute the charge, and stated that the retailer he had bought service from had been dishonest about pricingWe apologize for any inconvenience this may have caused Mr***.In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees charged to Mr*** due to the misinformation that he receivedThis refund will be in the amount of $172.23, and Mr*** should see the refund within the next three to five business days. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat has a policy to where no unused services are too refunded at the time of disconnectionMs***'s payment
was collected and then the account was disconnected after which led to no refund being issuedIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** today September 17, and she will see that back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/14) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's Customer Service Department on July 17, to discuss
the issues she was experiencing with her servicesDuring this conversation, Ms*** was set up with a service call to help her resolve her issuesThis service call was scheduled for July 20, On July 20, Ms*** made contact with ViaSat as the technician did not show so the customer service agent rescheduled her appointment for July 21,
On July 21, Ms*** made contact with ViaSat's Customer Service Department once again to discuss the service call and her inability to access her phone servicesMs*** advised the customer service representative that the technician informed her that a new Analog Telephone Adapter (ATA) would be needed in order to resolve her connectivity issuesThe ViaSat customer service representative informed Ms*** that they would be happy to get her a new ata; however, troubleshooting steps would need to be performed firstMs*** informed the representative that she was unable to perform the troubleshooting steps and that she would call the technician for further assistance and call ViaSat back
Since July 21, ViaSat has not received contact from Ms***, and has yet to receive the certified letter in our Corporate Care DepartmentIn review of Ms***'s account ViaSat determined that Ms*** has been able to utilize her ViaSat internet servicesFrom August 12, until September 12, 2015, Ms*** used GB of her GB dataBecause of this, ViaSat is unwilling to refund Ms*** the monthly service charge fees for the internetHowever, as Ms*** states that she has been unable to utilize the voice services, ViaSat will agree to refund the $collected for the voice servicesThe refund of $will be issued to the payment method on file and should be received in three to five business days
In order to bring this complaint to resolution, ViaSat is willing to disconnect Ms***'s account with waiver of the early termination feesMs*** will be responsible for returning the leased transceiver and modem to ViaSat with the prepaid ups labels and boxPlease have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
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
In order to protect our customers, ViaSat required documentation to be submitted for all requested legal name changesAll legal name changes require the customer
to sign a new Customer Agreement reflecting their changed or updated name in order for ViaSat to move forward with the requestSigning a new Customer Agreement does not extend a customer’s minimum service term
Our records show Ms*** has contacted ViaSat five times in regards to updating her last name between October 13, and October 27, Each time, she was advised that documentation was required in order to have this request processedShe was also advised of the above-mentioned information regarding the signing of a new Customer AgreementOn October 27, 2016, Ms*** contacted ViaSat via email to advise that she had emailed a picture of her driver’s license showing the change to her name; however, as Ms*** had not provided information in regards to what email address the documentation had been sent from, the ViaSat representative was unable to locate it
Regarding Ms***’s complaint that her service goes out during inclement weather, the Customer Agreement, signed by herself on December 10, and available at ***, advises that ViaSat does not guarantee the service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway
Our review of Ms***’s account shows that ViaSat has not received any contact with her concerning any weather-related connectivity issues she may have experiencedThe last time ViaSat received any contact from her regarding the connectivity of her service occurred on August 12, 2016, at which point it was determined that her satellite dish was out of alignment and a service call was orderedViaSat’s technician went out to Ms***’s home on August 18, 2016, at which time her dish was realigned
The Customer Agreement 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
If Ms*** chooses to disconnect her service, she will be responsible for early termination fees in the approximated amount of $
In response to this complaint, ViaSat researched the issue and located Ms***’s documentation showing that she has changed her last name to ***As indicated above, Ms*** will be required to sign a new Customer Agreement reflecting her new nameAn e-file has been sent to her as of November 1, that she can sign and send back to ViaSatOnce this documentation has been received, ViaSat will move forward with updating her name, per process
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's Data Allowance Policy
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number
of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed in the Customer Agreement, signed by Mr*** ***, authorized signer, on August 12, and also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The Data Allowance Policy associated with Ms***'s service plan is based on a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both download and upload usage thresholdsSince being installed on August 12, 2010, Ms*** has been in violation of the Data Allowance Policy seven times
ViaSat received a call from Ms*** on September 20, 2015, at which time she requested to have information regarding her data usage mailed to her for her reviewDuring this conversation, Ms*** was correctly advised that ViaSat provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net, but could not provide her with a detailed usage historyWe apologize for any frustration this may have caused Ms*** to experience
When ViaSat's *** customers use their entire monthly usage and are slowed, pursuant to the Data Allowance Policy, ViaSat offers customers the opportunity to upgrade their serviceMs*** is not required to upgrade to ViaSat's Exede Internet service if she does not wish toWe apologize if Ms*** felt ViaSat was insisting on an upgrade
Unfortunately, ViaSat is unable to provide Ms*** with the detailed records she's requestWe apologize for any inconvenience this may cause her to experienceIn order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, This will lower her usage to 70% and restore her speeds to normalIf Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityWe also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage
Regarding her connectivity issues, ViaSat has not been made aware of any concerns she may have hadIf she requires troubleshooting, she may contact ViaSat's 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond
Complaint Response Date bumped because: Holiday

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination
fees and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement signed by Ms*** *** on November 22, and also available at exede.com/legalAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program for $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Ms*** first contacted Viasat on January 8, to advise that she was having connectivity issuesAt the time, no problem was found, and the Viasat representative who assisted her went over the details of her service plan and her billing. Ms*** contacted Viasat multiple times on January 10, in order to disconnect her servicesShe stated that she was unable to stream on her television and that she had attempted to use wireless calling using Viasat’s services but was unable toA Viasat representative advised her that her service plan was best used for streaming with small screens, and that larger screens would have a different quality rateMs*** was also offered a free service call to troubleshoot her issues, which she declined. On January 13, 2018, Ms*** contacted Viasat several times to request a disconnection of her servicesA Viasat representative attempted to disconnect her services, however made no changes due to legal disclosures not being read when the call disconnectedMs*** was again offered a service call to troubleshoot her services, which was again declinedThere has been no further contact from Ms*** since that time.At this time, Viasat does not agree to waive the full early termination fees should Ms*** decide to disconnectIn order to bring this complaint to resolution, Viasat will agree to give Ms*** a $off discount for the next six months, which has been added as of January 17, Viasat will also agree to waive half of Ms*** early termination fees should she choose to disconnectMs*** may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***, or with any further questions or concerns.Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to our attention The Customer Agreement, signed by Mr*** on December 2016, 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 provides a *** box with a prepaid return shipping label and illustrated instructions within a week after disconnection Mr*** called on September 9, to disconnect service because he was moving at a new address, at which time he agreed to take the Viasat service with him and was informed of the disclosures associated with his moveHis original account was disconnected on September 18, 2017, per his request, and he was informed that Viasat’s modem and transceiver would need to be returned, per the Customer AgreementMr***’ shipping address was updated to his new location for the delivery of the equipment return kit Viasat was notified on October 20, that Mr*** had not returned the equipmentSubsequently, on November 12, 2017, Mr*** was charged $in unreturned equipment feesMr*** called Viasat on November 15, because he had not received the equipment return kitThe Viasat representative escalated a request to have another equipment return kit reshipped to him On December 18, and January 24, 2018, two additional escalations for the new shipments of the equipment return kit were created on Mr***’ behalf Mr*** called on March 12, and advised a representative that he still had not received the equipment return kitThe representative found a record showing that the box had been left on Mr*** porch on October 23, at 4:pm. Mr*** stated that he never found that shipment at his home. Per Mr***’ request, the Viasat representative provided him with the shipping address for Viasat’s warehouse so he could sent back the equipment on his own As a resolution to this complaint, Viasat will be refunding the unreturned equipment fees in advance of the return of the equipment by Mr***. A refund will be issued to Mr***’ payment method on file. He should see this refund in to business days. We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on November 2, 2017, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination
fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On November 17, 2017, Ms*** contacted Viasat to disconnect her servicesShe requested that her early termination fees be waived since she felt she had been misinformed about the services by her sales agent and was told there was no contractThe Viasat representative she spoke with advised that they would put in a request for Ms*** account to be reviewed for an early termination fee waiver and provided Ms*** with the address to the corporate officesMs*** disconnection was successfully processed the same day.Ms*** account was reviewed for an early termination fee waiver, which was denied due to the charges being valid, and Ms*** account was then billed on December 4, in the amount of $for early termination feesSince there was no payment method on file, the charge remained on Ms*** account until it was written off to Viasat’s collections agencies on January 9, for nonpaymentWe apologize for any inconvenience this has caused Ms***. In resolution to this complaint, Ms*** account was removed from collections on February 2, 2018. Viasat did not report Ms*** account to any credit agencies. If 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of the refund is satisfactory to me only until the day I receive my full refund of $ However, any other "comments" they made are and I as a customer did my part in finally getting their equipment back to them when they sent me a box they can reference tracking number *** and get that link to the right closed account *** and reference tracking number *** to closed account number *** then all this would have never happened
Sincerely,
*** ***

Thank you for bringing Mr***’ complaint to our attentionWe apologize for any misunderstanding he may have experiencedMr*** is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service,
this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planTowards the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan if they wished toOur records show this email would have been sent to you at ***@gmail.comThe Customer Agreement, signed by Mr*** on June 26, and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr*** during a conversation with a ViaSat representative on January 24, As a one-time courtesy in order to resolve this complaint, ViaSat will place Mr*** on the Freedom planMr*** should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodationIt may take up to a week for Mr***’ request to be processedThank you for the opportunity to respond

Thank you for bringing Ms***’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 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in
the customer agreement signed by Ms*** on January 2, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionDue 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 areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat understands the services were not meeting Ms***’s needs or expectations so the account was disconnectedMs*** was charged $for the early termination feesOn September 9, ViaSat agreed to issue the refund of $back to Ms***She will see this refund within 3-business days from the 9th of SeptemberThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
*** *** is currently receiving ViaSat’s Classic Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis
service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsThis service plan also comes with a Free Zone from 12:AM and 5:AM, local time, during which unmetered service is provided at no extra costShe is also receiving ViaSat’s Exede Voice service at $a month, plus applicable taxes
The Customer Agreement, signed by *** *** on June 26, and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without notice
ViaSat received notification from *** *** on July 8, via online chat advising that her grandson had accidentally transitioned her service plan from the Essential GB ($a month with a Free Zone from 3:AM to 8:AM, local time) to the Classic Exede GB plan ($a month with a Free Zone from 12:AM and 5:AM, local time)During this conversation, *** *** requested for her services to be placed back onto the Essential GB plan due to the error; however, as the service plan is no longer available in *** *** area, the representative was unable to process her request
ViaSat received an email from *** *** on Jul 9, regarding her service plan issues, at which time a ViaSat representative reached out to her to advise the error would be correctedUnfortunately, due to a misunderstanding, *** *** was placed onto ViaSat’s Classic Exede GB plan ($a month with a Free Zone from 12:AM and 5:AM, local time) instead of the Essential GB planWhen *** *** contacted ViaSat to advise she’d been switched to the wrong plan, she was once again informed that the Essential GB plan was no longer available in her areaWe apologize for any frustration this may have caused *** *** to experience
In order to resolve this complaint, ViaSat has escalated *** *** account to have it placed back onto the Essential GB plan as of July 21, This request may take 3-business days to process*** *** should be advised that if she switches her plan from the Essential GB to any other plan in the future for any reason, she will not be able to transition back to it
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,
*** ***

Complaint: ***
I am rejecting this response because: First, thank you for disconnecting the service. Secondly, I would appreciate a tracking number for the box that is being sent for the collection of the modem and dish. I attempted to chat with customer service to get this information and of course I was not able to. At this time I have not received any box and I will not accept any resolution until I have. I have seen on numerous accounts that people have gone back and forth for months trying to get a box sent to them. I would appreciate any tracking information that you could give me to verify that a box was indeed sent. I am doing everything I can from my end to ensure that you receive your hardware back. It has been sitting here boxed up and ready to go since an hour after it was initially installed.
Sincerely,
*** ***