ViaSat, Inc.

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 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

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

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

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

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 Mr*** *** complaint to our attention. Each customer has access to Viasat’s Customer Agreement at exede.com/legal. 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 installationThe 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 Mr*** *** electronic signature on the Customer Agreement dated January 22, 2018.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. On February 7, 2018, Mr*** *** contacted Viasat in order to determine the length of his contract, as well as to advise that he had been without service for a weekThe Viasat representative who assisted Mr*** *** advised him of the length of his contract and requested to apply a $credit for the service he stated he had been withoutThe request for the credit was deniedWe apologize for any inconvenience this may have caused Mr*** ***. On February 9, 2018, Mr*** *** contacted Viasat to explore options for breaking the contract with ViasatMr*** *** stated that he had not signed a contract at installation. There are no records of any service calls being performed on Mr*** *** account or of any charge other than the $collected by Viasat on January 24, for monthly billing in advance. At this time, Viasat does not agree to waive Mr*** *** full early termination feesViasat will honor the $credit that was requested to be placed on Mr*** *** account and the credit will be seen on Mr*** *** next bill. 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.

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

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

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

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 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

Initial Business Response /* (1000, 6, 2015/09/08) */
Thank you for bringing Mrs***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mrs*** contacted ViaSat's customer service department on July 24, to discuss
her account and the process for reconnecting it as the account was disconnected in errorDuring her conversation with ViaSat's customer service representative, Mrs*** was advised that a request would be made to ensure that the early termination fees were waived, and that the account would be reconnectedOn July 24, the account was successfully reconnected
On September 3, Mrs*** contacted ViaSat's customer service department once again to discuss the charge of $to her account on September 1, During her conversation with ViaSat's customer service representative, Mrs*** was advised that a refund of $would be issued to the payment method on file and should be received by her in three to five business daysOn September 4, Mrs*** was issued a refund of $to her payment method on fileAs Monday, September 7, was a holiday, Mrs*** should receive this refund by September 11,
If Mrs*** has any overdraft fees associated with this charge, please have her submit a rolling bank statement to ViaSat's customer service department to confirm the chargesOnce this has been confirmed, a refund for the overdraft fees charged because of the $charge on September 1, will be issuedMrs*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it took them so long to credit my bank account I incurred over in overdraft fee from my bank that VIASAT will not pay I have faxed my bank statement times and emailed it times Everytime I call or do the online chat they can't find it even though they sent an email stating they got it So the 1st time I emailed it and did the online chat to make sure they had gotten it (I can't call anymore because I am on the phone over minutes waiting to speak to a rep and then on the phone with them for over an hour while "corporate" is looking for the email) she said to send a statement that was from the day the debit was made on my account to the day it was credited back including the running balance I told her that I would be possibly incurring more overdraft fees because of the initial overdraft fee and she told me that they would only cover what occurred from they date they took the money to the day the credited the money She said to send a statement showing those dates I did that and now first they told me they couldn't find the email or faxes to resend it Now they are saying the statement I sent isn't right that I need to send a statement from 8/to 9/ When I told the rep I sent what was requested all she would say is sorry and they can't find the email I sent to resend it I think they are going to jack me around until I just give up on trying to get the $back on over draft fees I have done everything they have requested and they will NOT give me my money back I have also had to pay to fax the statement because the first times I called to see if they got it and guess what they didn't no one bothered to give me an email address to send it Finally on the call they gave me the email address but it still takes them over an hour to find it I am done sending them email and faxes they "don't" get and can't find I will be contacting my bank regarding fraud and what steps I need to take next
Final Consumer Response /* (4200, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I faxed my bank statement times and each time was told they did not receive it Finally I emailed the statement Not once did they call and tell me to send a different statement I was always the one who had to call in and wait on hold for plus minutes while the rep contacted corporate then only to be told the statement I sent wasn't the kind they wanted The rep gave me a date range that they wanted included on the statement so I sent the exact date range and assumed the issue would be dealt with Again I didn't get a call stating that they wanted yet another statement with different dates I had to call in after not receiving the refund Not once have a received a call from this company to apologize for all the issues caused by their mistake Instead I get "I understand you are frustrated Ms***" from the reps I have had to deal with The only apology I have gotten was the above response which is not an apology, it is
VIASAT trying to save face
Final Business Response /* (4000, 15, 2015/10/07) */
Again, ViaSat apologizes for the confusion Ms*** experiencedAs she contacted Customer Service directly, she was issued a direct refund of $to the payment method on file on September 24, ViaSat believes given this information that the complaint has been resolvedThank you for the opportunity to respond

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***'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 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*** complaint to our attention.Our records show Ms*** ordered her service through DirecTV, an authorized Viasat sales agentUnfortunately, purchasing Viasat’s service with DirecTV does not bundle the billing. Viasat and DirecTV handle customer billing for
their own services and therefore, Ms*** was billed separately by Viasat for Internet service. The Customer Agreement signed by MsApril *** on June 22, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Each customer has access to Viasat’s Customer Agreement at exede.com/legal. 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.The Customer Agreement provided to each new customer 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 review of Ms*** account shows that she contacted DirecTV on June 19, to order DirecTV service bundled with Viasat’s internet serviceThe DirecTV sales agent was required to make Ms*** aware of these points. We apologize these points were not communicated to Ms*** at the point of sale.On June 24, 2018, Ms*** contacted Viasat to state that she had been misinformed about her Viasat servicesShe stated that she was not informed of the automatic billing and that her services had been unusable since her installation two days beforeA Viasat representative offered to assist Ms*** with a point of sale investigation, which Ms*** deniedShe requested a refund for the services that she had paid for, and was advised that at the time a refund would not be able to be processedThe Viasat representative offered to assist Ms*** with troubleshooting the next day, as at the time an outage was in effectMs*** agreed.On June 5, 2018, Ms*** contacted Viasat in regards to troubleshooting her Viasat servicesA Viasat representative assisted Ms*** in the process, and determined that a service call was required to resolve Ms*** service issuesThis service call was completed on June 27, 2018. A review of Ms*** account on July 2, reveals that Ms*** has used approximately GB of her unlimited dataAt the time of review, Ms*** service seems to be affected by weather. In resolution to this complaint, and in recognition of Ms*** short time as a Viasat customer, Viasat will agree to waive Ms*** early termination fees should she choose to disconnect her serviceHowever, as the services were used, Viasat does not agree to refund the $that was collected for services billed in advanceIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: I am not rejecting it totally I just didn't know how to respond to your emailThe account was under my name and *** *** and the phone number on the account is ###-###-####
Sincerely,
*** ***

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 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