ViaSat, Inc.

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination
fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Mr*** on July 22, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to her satisfactionViaSat’s service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr*** plan 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 saleIt is also addressed on the first page of the Customer AgreementOn July 24, 2016, Mr*** contacted ViaSat to discuss his account and the Data Allowance PolicyDuring his conversation, Mr*** was educated on the Data Allowance Policy and the Early Termination Fees should he wish to disconnect his accountMr*** requested to speak with a supervisor; however, one was not available at this time and he was advised that one would contact him back at a later timeWe apologize if Mr*** did not receive a call back from a ViaSat supervisorIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will also be responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr*** would like to have his account disconnected, he may contact ViaSat’s 24-Hour customer service department at *** and reference ticket ***

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

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*** 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

Thank you for bringing Mr***’ rebuttal to our attention
As previously stated, the Customer Agreement, signed by Mr*** on June 26, 2015, states that ViaSat may discontinue, add to, or revise any aspects of the service 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,
Mr*** 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 planThirty days prior to 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 before the end of their billing cycle if they wished
In regards to the email notice about the end of Mr***’ promotional offering, ViaSat incorrectly advised that this email had gone to ***@gmail.com in our previous responseWe apologize for this errorThe email address we have on file for Mr*** is listed as ***[email protected]
ViaSat has already offered to switch Mr***’ service to the Freedom plan as a one-time courtesy; however, as it has to be processed through ViaSat’s back-end systems, it may take some timeMr*** 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 accommodation for him
As ViaSat is taking action to provide Mr*** with the Freedom plan, per his request, we feel Mr***’ complaint has adequately been resolved
Thank you for the opportunity to respond

As stated in ViaSat's previous reply, the 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 filesDue 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
The monthly 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 usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset
Again, if 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 activitiesAdditionally, if Ms*** wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement
ViaSat believes this complaint has been resolvedThank you for the opportunity to respond
Complaint Response Date bumped because: Data Base Migration

I just did a search on my computer for the last months, all categories, All folders, All everything and, guess what, no emails at all from ***@gmail.comJust another skin for a lieI believe what we have here is the old "Bait and Switch" routineI was baited with the gigs with the promise it could be the same at the end of months but would cost $I remember that because I told the Rep that "just sign me up for that now", and he said "shouldn't you do the promotional first" Those were the exact words spoken and that is why we got rid of Hughes at the cost of $and switched to Exede.I believe they owe us the Gigs per month at The $AS PROMISEDIf you can't provide it don't promise itYou are putting a lie out there to suck people in to signing up, playing the odds, and hoping no one will noticeThere are a lot more complaints against exede out there but people just don't bother to do anything about it

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, 2015/10/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on October 14, 2015, and it is 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 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 customersThe 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
Mr*** called ViaSat on October 15, regarding the Customer Agreement which he states he did not physically signThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureOur records show Mr***'s electronic signature on the Customer Agreement dated October 14, We apologize for any misunderstanding regarding the electronic signature process
In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination fees; however, Ms*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
ViaSat will disconnect the account as of October 23, Should Mr*** require the account to be active for any other length of time, please have him 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 Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale Customers are made aware of ViaSat’s 24-month minimum service term commitment and if service is canceled prior to the minimum
service term, early termination fees will apply. They are also informed that speeds may vary and are not guaranteed. Each of these points is also addressed in the Customer Agreement signed by Mr*** on March 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionBetween March 12, and March 23, 2016, Mr*** contacted ViaSat six times regarding the connectivity of his ViaSat accountEach time, Mr*** was advised that upon powercycling his system and removing the router from the equation, his service began working correctlyLatency 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 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 allIn order to bring this complaint to resolution ViaSat will agree to disconnect Mr*** complaint as of April 20, with waiver of the early termination feesHowever, Mr*** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to returnThank you for the opportunity to respond

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.

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,
*** ***

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 Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Freedom service plan with Boost and Wifi add-ons at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment
lease feeThe Freedom service plan provides GB of monthly data usage at regular speeds up to Mbps. Ms*** service plan is governed by Viasat’s Bandwidth Usage Policy. Pursuant to Viasat’s Bandwidth Usage Policy, when a 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 period. This may result in slower speeds when the network is busy. If 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 plan. If they did neither, Viasat may terminate service. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** * *** on September 24, 2016.On January 31, 2018, Ms*** contacted Viasat in regards to her data usageShe stated that she had used over her monthly data limit in one day and wanted the matter to be investigatedThe Viasat representative assisting her advised that the data had been used on secured web browsing, which for the security of our customers, Viasat has no visibility intoThe representative advised that they would escalate a request for a review of the accountUnfortunately, the request was incorrectly processed, and had to be re-escalated at Mr*** request on February 19, We apologize for any inconvenience that this may have caused Ms***. A review of Ms*** account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms*** monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into. In light of this complaint, Viasat has conducted an additional review of Ms*** accountAs of February 22, 2018, Ms*** has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms*** may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs*** is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat does not agree to waive Ms*** full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to 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: The problem is not resolved*** called March 11th early evening; I was driving to teach for the weekend, he agreed to call back March 14th. He did so and we ended up agreeing a Viasat technician would call within 24-hours to take remote control of my laptop and fix the problem. *** also stated he would call me March 15th to check how things had gone. NEITHER happened, and I still have not been contacted by anyone from Viasat since, and that is typical tooThe response did not specify what the supposed credit is for, nor what dates it covers. Before I decide to accept it or pursue other action I need that information, which should have been providedAll communication to me must also go to ***@*** as well, I cannot rely on the wildblue emailOutlook has stopped receiving emails. This could be a coincidence or a problem with Outlook. It could also be due to something Viasat did or that changed at their end. I am particularly suspicious because they know once emails are received through Outlook Viasat cannot completely take them away. And I find it an amazing coincidence that this occurred the week following the last conversation I had with *** (who, as I have previously noted) Viasat refuses to reconnect me withCoincidences usually have a root and deliberate cause. Typically, the more a party denies there is one the more likely it is there is oneThe Viasat response indicates they have determined the problem is related to Outlook and not to Exede services. Yet they dishonor their promises to follow through. Until this has been completely resolved I have no reason to believe their statement regarding Outlook and ExedeI have also requested, verbally and in writing, from Viasat, a written transcript of all recorded telephone conversations February 23, forward, giving them a delivery date to me at home by SSPS of March 17, 2016. They have not done so and have been silent regarding thisAs you know, other than in connection with some law enforcement and national security situations, I am legally entitled to these records when conversations are being recorded. And Viasat states they are being recorded
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I was not given the option to have the problem solvedI was told that all the usage was use in a period of four daysWhich she saw that there was a problem with the internet My question was not properly answered which was How could the usage be used if the service wasn't working properly I also argued that it was unethical for me to have to pay an overage charges in the effort to service the unit.I feel and felt that I was not offered any service for my trouble And when their supervision MsTina failed to rectify this matter and she was rudeI clearly felt that because they had an agreement they didn't have to offer a solution other then pay extra and we'll fix itI had to get another carrier for internetI lost time and money not to mention being insulted.
Sincerely,
Tamelia *** ***

Thank you for offering arbitration between ViaSat and Ms***ViaSat is rejecting the offer as we have spoken directly with her regarding the complaint and chargesWe apologize for the oversight on our behalf regarding the statements provided by Ms***As we did not see that the provisional credit had been reversed by her bank on May 18, 2016, an outstanding balance of $remained on Ms*** accountOn August 31, 2016, Ms*** ViaSat account was removed from collections. ViaSat did not report Ms*** account to any credit agenciesAdditionally, as of today, September 2, 2016, Ms*** ViaSat account has a zero balance and no further charges shall occurThank you for the opportunity to respond and resolve Ms*** complaint

Complaint: ***
I am rejecting this response because:at that time boxes had Not been receivedI had to call five additional five times to have boxed reset and re-sent againI was told the boxes have to be back within days of disconnection, the disconnection date was June the boxes were sent or supposedly sent on July that did not give me any time to send back I had to call for a five times to have that says reset and re-sent againI was told the boxes have to be back within days of disconnection the disconnection date was June the boxes were sent or supposedly sent on July that did not give me any time to get the boxes backNevertheless, The company offers sub standard products and services and sales associates continue to misrepresent what they can deliver and what the terms of the contract carAt this point I would like for *** come tonight to be able to be viewed by other consumers and potential consumers so they will be able to make a very educated decision surrounding via setThank you
Sincerely,
*** ***