ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/15) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Mr*** contacted ViaSat on January 21, because he was moving and wanted to take the service
with himAt this time, an account was setup at *** ** *** *** *** ** XXXXXDuring this conversation, Mr*** advised that he would wait until he was fully moved into his new home before calling back to disconnect his existing accountThe ViaSat representative ensured that Mr*** was aware he would need to call back before ending the conversation with him
ViaSat did not receive a disconnection request from Mr*** until July 9, During this conversation, Mr*** advised that he hadn't realized his original account was still active, and was reminded that he had promised to call back to disconnect the account once he was settled into his new homeWhen Mr*** requested a refund of all amounts paid between February and July 2015, the ViaSat representative advised him that all charges were valid because he had failed to call ViaSat to disconnect his accountAt this time, Mr*** requested the disconnection of his original account and his account located at *** ** *** *** *** ** XXXXX, but ended the call before the representative could advise him of all disclosuresAs ViaSat requires customers to remain on the line during the disconnection process, both of Mr***'s account remained active at this time
Mr*** called back on July 14, 2015, at which time both of his accounts were disconnected, per his requestThe ViaSat representative placed a refund request on his original account in the amount of $1,for the payments he'd made from February to July 2015; however, the request was rejected as the charges were considered validMr*** was advised of this during a conversation of August 11, 2015, at which time it was agreed that ViaSat would refund Mr*** $for the payments he'd made on his original account between January and July A refund request was escalated for the amount at this time
ViaSat received a call from Mr*** on August 27, because he had not received his refundAt this time, he was advised that there was a delay in the refunds process
Currently, our review of Mr***'s original account shows that there is no payment method on file to which ViaSat can refund the amount of $As such, ViaSat will issue the refund via check to be sent to Mr***'s current addressThis refund request has been escalated as of today, September 15, 2015, and the check should be delivered to Mr***'s home approximately within a week
We apologize for any frustration Mr*** may have experiencedThank 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.

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing ***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon review of ***'s account ViaSat did determine that he made contact with our
customer service department on August 22, to discuss the refund for unreturned leased equipmentDuring his conversation with the customer service representative he was advised that the refund would take one to two business days to approve and three to five business days before receivingThe representative informed *** to contact ViaSat again in three days to confirm whether or not the refund had been processed
On August 27, *** contacted ViaSat's customer service department again to discuss the refund processDuring his conversation with ViaSat's customer service representative he was advised that the refund process does in fact take seven to fourteen business days before receiptWe apologize for any misinformation *** was provided during his August 22, conversation
As of August 31, 2015, *** has been issued a refund for the $collected for failure to return the leased equipment to the payment method on fileThis refund should be received within three to five business days from today
Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I find that they satified my request in fullThank you for your cooperation

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat issued Ms*** her $refund on September 7, and she should have seen this refund back to her payment method within 3-business days from that dayIf
she has not seen this refund she will want to contact customer service at *** and fax over a running bank statement during that time so we can investigateIf Ms*** is looking for overdraft charges to be covered she will also need to contact customer care at *** to fax over her bank statements showing the overdraft charges so we can place that requestThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedMs*** called on July 8, to disconnect her account and at that time requested that the box and label be
sent to a PO Box address, unfortunately boxes and labels cannot be sent to a PO Box addressOn July 9, a ViaSat representative attempted to reach Ms*** to update the address but had to leave a messageOn August 12, ViaSat charged Ms*** $for the non-returned equipmentOn August 21, ViaSat received back Ms***'s equipmentMs*** contacted ViaSat on August 28, to discuss the charges and the refund the ViaSat representative advised that a refund ticket was placed and per the process the refund can take 14-business daysMs*** requested a supervisor and at that time no supervisor was available so a call back request was placedA ViaSat supervisor attempted to reach Ms*** on August 28, but was unable to as the phone number was not taking incoming callsIn order to arrive at a resolution ViaSat has expedited the refund today August 31, and Ms*** will see the refund of $within 3-business daysMs*** can fax her running bank statement showing the overdraft charges caused by ViaSat's charge to XXX-XXX-XXXX and contact customer service at XXX-XXX-XXXX once the fax is sentThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want it known that at no time did anyone attempt to contact me! My number has not changed and has never "not been excepting in coming calls"I want a respresentative of the company to contact me directly!!! It is ridiculous to expect me to sit on hold for another 30+ minutes again!!! I can be reached at XXX-XXX-XXXX or XXX-XXX-XXXX any time from 8am - 5pm!! I will expect that someone will contact me once I send the bank statement showing my over draft fee's and not for me to have to contact them again!!!
I also was not told when I disconnected the service that the box could not go to a PO BoxI have had boxes bigger than that send via USPS to my boxThe Post office just holds it for my pick upSo that is just a big fabrication to cover for their error!!!
I have attached my bank statement that can be sent to the company and I will expect the refund of the overdraft fee's that were charged to my account because of their negligence
Also had they expedited the refund I would be able to see it on my bank account as a pending transaction and I do not see that
Final Business Response /* (4000, 9, 2015/09/02) */
Thank you for bringing Ms***'s response to ViaSat's attentionMs*** will not see a pending refund on her account right awayViaSat issues the refund and Ms*** will see the refund back to her account within 3-business days as stated in the previous responseViaSat did receive a spreadsheet from Ms*** showing overdraft chargesViaSat will always request the actual bank statement showing the overdraft charges, but has made an exception to issue a refund back using this spreadsheetViaSat has issued a refund for the $for the overdraft charges today and Ms*** will see this refund within 3-business daysViaSat feels this resolution adequately addresses Ms***'s concernsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed in the customer agreement signed by MrBarber on June 13, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfaction ViaSat understands that the service is not meeting *** ***’s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the remainder of the contract so that *** *** will not be charged early termination fees *** *** can contact Customer Care at *** and reference ticket number *** when she is ready to disconnect the account Thank you for allowing ViaSat the opportunity to respond

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

Complaint: ***
I am rejecting this response because:My payments were being declined because the installer used a prepaid debit card of his to set up the account the night before he came to do the installHe said he always did itI was never asked for my debit card at the time of installTherefore was never informed of any of thisAlso I attempted to terminate service at the second month and pay the per month that was to buy out of the contractIn fact I tried that three months in a row and was ignoredAnd I can prove that I attempted to contact installer four times in four months in fact Everytime I was sent another dollar bill and all of my contac t attempts were ignored except for the contact after the company told me his response to my complaint was that I was a liarThat time I contacted him by text like all other times, which I have saved, and asked him what exactly I was lying about cause he used his debit card to set up my account and I had attempted contact several times to find out why I was not told about the service contractHis response that time was- boy you better stop texting me or elseI immediately took snapshots of all the attempts with plans on filling a suit if I could once this was turned to collectionsI will not be intimidated into a contract or forced to pay for something I was not aware ofI would have paid the fifteen dollars a month for the remainder of the contract but was ignored when I asked for it all three times and they continued to bill me the a monthNow I am turned into collections for more than I would haveThis was in fact a bait and switch scamI bought prepaid no contract satellite service through the same installerAnd at the time of install even told him that my plan was to only use it for a couple months so my wife could do her online teachers class and his response was that's fineAnd if I was sent something after the install by email informing me of anything about the contract it was still after the install and after this supposed telling me of all this that never was told to mePoint being he fraudulently sent up my account with his own debit card and never told me any of the stipulations of agreement with that COMPANY
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited
Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement, signed by Ms*** *** on February 14, 2018, and Unlimited Data Policy available at exede.com/legal.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 software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of internet uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.Our records show Ms*** purchased Viasat’s Unlimited Data Silver service plan through an authorized Viasat Dealer. All 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*** first called in regards to her Viasat services on February 26, She stated that her service had been recently installed and that she had reached her threshold for her Viasat service planMs*** requested a transition to a larger plan, and the Viasat representative assisting her offered her Viasat’s Unlimited Gold planMs*** declined the transition and requested to disconnect her accountThe Viasat representative advised Ms*** of early termination fees, and Ms*** requested to speak to a supervisory representativeThe supervisor advised of ways to reduce data usage, and again advised Ms*** of her early termination feesUnfortunately, the call disconnected. Ms*** contacted Viasat again on February 26, and requested to disconnect services with no early termination feesA Viasat representative assisted her in troubleshooting her modem, which could not be completed due to not having the proper equipment to finishMs*** stated she would contact Viasat again once she had the proper equipment. On March 9, 2018, Ms*** contacted Viasat several times in order to reach a resolution about her Viasat servicesShe was correctly advised that her early termination fees would be valid if she chose to disconnect, and was offered troubleshooting in regards to her slow speeds, which she declinedMs*** was offered $off per month for the next six months, which she accepted.On March 17, 2018, Ms*** contacted Viasat in regards to the latency of her serviceA Viasat representative advised Ms*** that her service will come with some latency due to the nature of satellite internetA speed test completed by the representative revealed that her speeds were well within her plan limits. In light of this complaint, Viasat has reviewed Ms*** account for speeds, and have determined that she is receiving speeds well within range of her planDue to this, Viasat does not agree to waive Ms*** full early termination feesViasat will agree to waive half of Ms*** early termination fees in an offer of goodwill should she choose to disconnect. If Ms*** would like to take advantage of this offer, or she has any further questions or concerns, 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.

Thank you for bringing Mr*** complaint to our attention.Our records indicate that Mr*** is receiving Viasat’s Exede GB service plan at $a month, plus Viasat’s EasyCare program at $a month, a $equipment lease fee and applicable taxesCustomers who opt into the EasyCare
program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department.It is our goal to provide you with the best internet experience possible. However, 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 software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Mr*** contacted Viasat to indicate that his internet was not working on December 20, 2017, at which time the Viasat representative assisting him determined that he needed a service callThe service call was added to his account, and was completed as of December 22, During the service call, Mr*** modem was replaced, which seemed to resolve the issue at hand.Unfortunately due to a system error, on January 8, 2018, Mr*** was charged $in addition to his regular service charges for his service callIn order to bring this complaint to resolution, Viasat has refunded the $charge to the payment method on file as of January 9, Mr*** should see the funds 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.

Thank you for bringing Ms*** response to ViaSat’s attention ViaSat does record all calls for quality assurance purposes and can go back and listen to them for training purposesAs stated in the previous response this plan that Ms*** was on was a promotion plan that expired after monthsThis plan is no longer available and ViaSat does not currently offer a plan for $per month for gigsViaSat understands that the service may not meet Ms*** needs or expectations and that is why ViaSat has offered to waive the early termination fees should Ms*** wish to disconnect the accountWe apologize for any misunderstanding when it comes to the promotion plan and the services offered Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I will accept the early termination without any cancellation feesI do how ever still want to know how are you going to handle my broken molding around my window and the $fee I was charged for the pole installation? I was also billed $ that was taken right out of my account on July 8th, the day after instillation For what? I never received what I was promised.
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused We apologize for any frustration Mr*** might have experienced while attempting to call into ViaSat’s Customer Service DepartmentViaSat recently
upgraded our phone system and due to a system error some calls were being routed incorrectlyOn October 11, 2016, ViaSat was able to successfully resolve this error and Mr*** should be able to call ViaSat will no further issues On September 24, 2016, ViaSat received a call from Mr*** regarding his usageDuring this conversation, the ViaSat representative provided Mr*** with the website to review his usageViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at ***Regarding the data usage Mr*** sees on his usage meter, the monthly data usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current data usageThis is disclosed in text to all customers immediately below the data usage meter on ***The ViaSat modem needs to be online to have the monthly usage meter resetCurrently, Mr*** has consumed GB of his GB planMr***’s usage will reset on October 20, If Mr*** would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####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,
*** ***

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, despite their lies in their response and lack of care and concern for the customerAll I wanted was the disconnect fees waivedSince they've agreed to that I'll consider myself satisfied.
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Ms*** had roof work done which led to the dish being taken downViaSat apologizes that there were issues getting the technician back to the home to
have the dish reinstalled ViaSat received a call from Ms*** on October 25, requesting that the service be disconnected as they could not get the technician out to the homeDuring this call Ms*** spoke with a supervisor who agreed to waive the early termination fees and issue a refund of the previous monthViaSat has received the equipment back from Ms*** and the account has been disconnected with early termination fees waivedIn order to arrive at a resolution ViaSat has issued a refund of $today November 16, Ms*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration she may have experienced
With the information provided, ViaSat has been unable to locate her accountIf she could, please
provide the account number, phone number listed on the account, or email address associated with the accountUpon receipt of this information ViaSat will be able to further address Ms***'s concerns
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was told that the name on the account is *** *** and the last for of my cc is I provided this informatio to the company and was told they opened and closed a case is less than hours

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing *** *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
We apologize that *** *** has recently experienced connectivity issuesDue 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 activity
On August 12, *** *** contacted ViaSat's customer service department to discuss her connectivity concernsDuring her conversation with ViaSat's customer service representative, *** *** was advised that a service call would be scheduled to determine if there are any issues at her locationOn August 21, ViaSat's certified technician went to her home and determined that her connectivity issues were directly related to third party hardware (router) at her location*** *** insisted that the problem was with the line of sight; however, ViaSat's technician did not find any issues with the line of sight of her dish
*** *** has been issued a $goodwill credit on August 12, for a free month of serviceAdditionally, she was credited $for the service call chargeViaSat will agree to issue a service call for relocation of her satellite dish; however, ViaSat does not believe there is an issue with the line of sight and rather the third party hardware*** *** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to schedule the free service call for reinstallation of her equipment
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,
*** ***

Initial Business Response /* (1000, 5, 2015/08/28) */
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 Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** ***, the account holder, on June 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 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 files
Ms*** ordered the ViaSat service on June 17, through *** an authorized seller of ViaSat's service, at which time she elected the Exede GB service planThis service plan offers a GB monthly data allowance at $a month, plus applicable taxes and a $monthly equipment lease feeCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soMs*** has purchased a total of GB of additional data since being installed on June 27, Starting in April 2015, ViaSat lowered the price of additional data in Ms***'s area from $to $per GB
Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
On July 7, 2014, Ms*** contacted ViaSat with questions about her data usageDuring this conversation, Ms*** advised the ViaSat representative that she streamed *** and *** through the internetThe ViaSat representative advised Ms*** that streaming would consume a high amount of her data usage, and educated her on the other service plans in her areaMs*** elected to transition her account from the Exede GB service plan to the Exede GB service plan at $a month, plus applicable taxes and the monthly equipment lease feeMs*** contacted ViaSat via email on August 2, 2014, at which time her account was transitioned to ViaSat's Exede GB service plan ($a month), per her request
ViaSat had no further contact from Ms*** regarding her data until December 19, when she wanted to purchase additional data, but was unable to access ViaSat's account management siteAt this time, the ViaSat representative advised her that the website was down for maintenance, and educated her that ViaSat was offering GB of free additional data to customers per month for six months under a promotion ViaSat was running at the timeMs*** elected to have GB of free additional data applied to her account at this time
Ms*** next contacted ViaSat regarding her data on March 27, During this conversation, the ViaSat representative reminded Ms*** of the Data Allowance Policy and her service plan, and advised that her data had gone towards media (e.g., *** *** *** etc.), web browsing, marketplaces (e.g., *** *** *** *** *** etc.), social networking, communications (e.g., instant messaging, audio/video chat, etc.), and file sharingThe ViaSat representative also explained how Ms*** could change the video quality on *** and *** to save data, and provided her with GB of free additional data as a gesture of good will
On August 26, 2015, Ms*** contacted ViaSat to disconnect her account, advising that she'd opted to go with another service providerAt this time, Ms*** was reminded of the signed Customer Agreement on the account and the applicable early termination fees before processing her request
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat does not agree to waive any portion of Ms***'s early termination feesMs*** has been actively using the service for a year with an active understanding of ViaSat's Data Allowance Policy
Thank you for the opportunity to respond