ViaSat, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is the only one that I will be able to receiveI am not satisfied with the services provided by ViaSat
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention. Ms*** was receiving Viasat’s Unlimited Data Bronze plan at $a month, plus applicable taxes, $monthly voice fee, $equipment lease fee, and $EasyCare fee. As the service was ordered during a
promotional period, Ms*** was receiving the following discounts:• $off her monthly service plan per month for the first months• $additional off her monthly service plan for the first months • $off her EasyCare price per month for the first months• $off her Voice service per month for the first monthsThe Customer Agreement provided to each new customer, signed by Ms*** on May 19, 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 termCustomers 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.Ms*** contacted Viasat on June 19, to disconnect her services. The Viasat representative informed Ms*** of disconnection disclosures and processed her request. A supervisor also noted Ms*** account that she should only be charged half the early termination fees.Ms*** was charged the full early termination fees in the amount of $on June 20, 2018. The payment was processed from her the payment method on file.As resolution to this complaint, Viasat has waived half of Ms*** early termination fees as of July 14, 2018. A refund of $was processed to Ms*** payment method on file. Please allow to business days for the refund to show on the payment account. We apologize for this oversight and any frustration Ms*** may have experienced as a result. Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
The Lease Addendum of the Customer Agreement, signed by Ms*** on May 30, 2014, states, “If ViaSat does not receive the modem and transceiver within days after the termination of your Internet Service or if the modem and/or transceiver are damaged when they are returned to ViaSat, you agree to pay ViaSat the sum of $for each unreturned or damaged modem and $for each unreturned or damaged transceiver.”
Customers are advised that they will need to return the modem and transceiver when they choose to disconnect their serviceOur records show Ms*** was accurately advised of this when she called to terminate service on February 24,
The Lease Addendum also advises that customers may make arrangements with ViaSat to de-install the modem and transceiver at the standard service call rate of $Ms*** was informed of this when she called about the collections balance on April 28,
Due to an error, the UPS box with free return shipping label was not delivered to Ms*** until March 31, Because she had not returned the modem and transceiver within the aforementioned day timeframe, and because ViaSat does not provide extensions for the return of the equipment, her account was automatically charged $in unreturned equipment fees on April 1, 2016; however, the payment failed
On April 18, 2016, Ms***’s account was sent to outside collections for the balance due of $At this time, ViaSat still had not received either Ms***’s modem or transceiver
ViaSat’s modem was returned on April 30, In response to this information and to Ms***’s initial Revdex.com complaint, ViaSat waived $from the collections balance on May 2,
Once again, as Ms*** has failed to return ViaSat’s transceiver, we do not agree to waive the remaining balance due of $from collectionsIf Ms*** requires a service call for assistance in removing the transceiver, it will be associated with a $charge and she will need to be present for the service callMs*** will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this pieceShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label
Thank you for the opportunity to respond

Thank you for bringing Mr*** response to our attention.Our records indicate that Mr*** Viasat services are currently suspended for nonpayment of a past due balance in the amount of $79.99.Though Mr*** service was installed on March 23, 2018, no contact was received from Mr*** until April 13, 2018, at which time Mr*** wished to disconnect his services. At this time, Viasat does not agree to change the offer provided in our previous response, copied hereIn resolution to this complaint and in an offer of goodwill, Viasat would like to offer to waive half of Mr*** early termination fee balance should he choose to disconnectIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing *** ***'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 September 12, 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
Mr*** contacted ViaSat on October 4, to discuss his data usage and his request to disconnect his accountDuring his conversation with ViaSat's representative, Mr*** was advised of the early termination fees of $per remaining month left in his contractAn account cannot be established without the customer's electronic signatureOur records show Mr***'s electronic signature on the Customer Agreement dated September 12, We apologize for any misunderstanding regarding the electronic signature process
At 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 limitationsEach of these points is also addressed in the Customer Agreement signed by Mr*** and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfaction
In order to bring Mr***'s complaint to resolution, ViaSat will agree to refund Mr*** the $collected on August 27, for the prepaid equipment feesYet, ViaSat does not agree to refund Mr*** the $collected for the early termination fees in fullViaSat will agree to refund Mr*** $which is half of the early termination feesThe total refund to Mr*** will be $and should be received back to his payment method on file in three to five business daysViaSat believes that as Mr*** utilized his services the $collected on September 16, was valid
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We feel that only having the service for days and in that period having to purchase additional GB twice, that waiving only months of our contract is not enoughWE ONLY USED YOUR SERVICE FOR DAYS and had to pay extra on top of the charges due to your gouging of data usage
There is no doubt in our minds that your usage that you were showing was inflated by whatever you use to determine this
We used data in the first week to upload to a laptop and after that and increasing our data by paying more money twice, we were told again that we were going to go overAt that point, two old people using email and Facebook could NEVER have used what your meter said
We would have discontinued even sooner than the days had we known the gouging was going to continue
We feel that 1/of the contract being reimbursed is not enough as we only used service for days and were dissatisfied days into the service but tried to give you the benefit of the doubt
Your contract only protects you and gives no recourse to customer when their service is not what you promised
We would like to be reimbursed all that was offered initially and only pay for one month of the contract, again since we only used it for daysInstead of refunding $for the contract, we want $which would be the total contract minus one monthThis would make the total refund of $which includes the originally promised $
We do agree that the $charge, although higher than originally stated is valid and have paid that
Final Business Response /* (4000, 9, 2015/11/16) */
As stated in ViaSat's previous reply, customers are made aware of ViaSat's Data Allowance Policy at the time of saleOn Mr***'s call from October 4, 2015, he was again advised of the early termination fees and offered options for remedyHowever, Mr*** declined these offers and accepted the disconnection of his account with the early termination feesAs Mr*** did not allow ViaSat the opportunity to resolve any of his concerns regarding the Data Allowance Policy, ViaSat does not agree to refund Mr*** any further charges collectedThe refund of $was issued on November 10, and should have been received by him within three to five business daysViaSat believes this is a fair and reasonable resolutionThank you

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by *** ***, the account holder, on January 6, 2016, states that customers are required to return ViaSat’s modem and transceiver within
days of their disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box and free return shipping label for the return of this equipment within a week after disconnectionThe Customer Agreement also 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
Our records show *** *** contacted ViaSat on February 13, to disconnect his account, at which time he was advised of the disconnection disclosures, including the equipment lease procedures and the early termination fees
On March 8, 2016, ViaSat collected a payment of $in early termination fees from the ***ViaSat’s modem and transceiver were returned on March 22, 2016; therefore, the *** were not charged any unreturned equipment fees
*** *** called about the payment of $on May 2, 2016, at which time she was incorrectly advised that the charge was for unreturned equipment, and a request was escalated to have the equipment locatedBetween May 6, and June 10, 2016, *** *** called ViaSat four times regarding the charge and a refund for the amount
On June 10, 2016, a refund of $was issued to her payment method on file as resolution to her complaints
We feel the resolution previously agreed to and the actions taken by ViaSat adequately address *** *** complaint
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the point of sale, customers are advised that the speed of service is not guaranteed and may varyDue 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 network Customers are made aware of ViaSat’s Data Allowance Policy, and the 24-month minimum service term agreement at the time of saleEach of these points are also addressed in the customer agreement signed by you on March 19, and available at exede.com/legalWe apologize if you feel these points were not communicated to your satisfactionIn order to arrive at a resolution, Mr*** spoke with ViaSat’s Corporate Care team on March 26, and they agreed to waive Mr*** early termination feesMr*** will still be responsible for sending back the two required pieces of equipment that was discussed at the time of disconnectionShould Mr*** have any questions or concerns he can contact customer care at any time 866-945-Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the areaCustomers have the option to transition their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** (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 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 resetDue 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 activityMs*** is currently receiving ViaSat’s Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 20GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadUpon review of Ms***’s account, ViaSat determined that the usage is being consumed by web browsing and other traffic (MiscApps and Internet Privacy)Currently, Ms*** has consumed GB of usage and her usage will reset on April 12, Since March 8, 2016, Ms*** has been credited $Currently, she has a credit of $that is pending on her accountThese credits will apply towards her bill on April 12, In order to bring this complaint to resolution, ViaSat will agree to upgrade Ms***’s account to the Freedom plan at $a month, plus applicable taxes and a $monthly equipment lease feeHowever, ViaSat will not agree to offer this to Ms*** at the discounted price she is requesting for the remainder of her contractYet, ViaSat will agree to discount this package to Ms*** for four monthsViaSat will apply credits to her account to go towards her June, July, August, and September bills as Ms*** currently has credits applied to her account already that will cover her April and May bills at no charge to herThese credits will keep Ms*** at the $monthly charge during June, July, August, and SeptemberAs of today, April 1, 2016, Ms***’s ViaSat account has been upgraded to the Freedom planIf Ms*** requires additional assistance regarding her usage and the data allowance policy, she may contact ViaSat’s Customer Service department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr*** response to ViaSat’s attentionPer the previous response ViaSat has the ability to pull and listen to calls as they are recorded for quality assurance purposesViaSat went through and listened to the calls and at no time was Mror Ms*** advised the early termination fees would be waivedWe apologize for any inconvenience this may have causedIn order to arrive at a resolution ViaSat did have Mr*** removed from collections and has now had the balance removed to leave Mr*** with a $balance dueThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:Exede never completed their “detailed investigation” into the source of data usage or provide we used the data, after claiming they would for over a month. They made accusations against the accuracy of router data usage monitoring without providing any proof to their claims. We reject their claims that we are the source of the data usage at the rate of 18GB in less than 24hrs. Data usage at that rate is not consistent with our typical data usage, our equipment was monitored or shutoff, our router showed a fraction of data usage claimed by Exede, they indicated machines that are not on our network, they claimed software (peer-to-peer) being used that we do not have.We will terminate use of this internet service provider as soon as alternate arrangements can be made
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this siltation may have causedOn May 4, 2016, *** *** contacted ViaSat to request a service call and informed ViaSat that she would be cancelling her services at the end of
MayDuring her conversation with the ViaSat representative, *** *** was offered a credit of $for the requested service callA ViaSat supervisor reviewed the request for a $credit on May 6, 2016, and ultimately confirmed that the credit was invalidTherefore, on May 8, 2016, a ViaSat representative attempted to reach out to *** *** directly to inform her of this informationViaSat did not receive contact from *** *** again until May 16, regarding the service call and its chargeDuring her conversation with the representative, *** *** was informed that the service call charge of $was valid. On June 29, 2016, ViaSat received contact from *** *** again as she was charged $on June 1, for the service call feeAs *** *** was previously advised that the service call charge of $was valid, the ViaSat representative declined to refund *** *** the charge of $which occurred on June 1, 2016. In order to bring resolution to this complaint, ViaSat will agree to refund $to *** *** payment method on fileThe refund was issued on July 5, 2016, and should be received by *** *** in three to five business daysShould she not receive the refund within this time frame, please have her contact ViaSat’s 24-Hour customer service department at ***Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attention At the time of sale, customers are made aware of ViaSat’s equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Ms*** on December 20, and available at
exede.com/legalWe apologize for any confusion this situation may have caused On April 26, Ms*** sent an email to ViaSat’s Consumer Affairs department which stated: I was a customer of your companyI disconnected my service in FebruaryAfter fulfilling my year contractA box was sent to me to return the equipmentI did exactly as instructed to doThe radio off the dish, the modem and even the phone modem was returned to you, as well as all cables and cordsIn March $was charged to my credit card for not returning the modemI sent it backI don't know how something that is sitting on the very top and as big as it is was missedSomeone took it out of the box and now I am being charged for itI just want my money backI have called several times and was treated very badlyVery poor customer serviceNo one would take the time to help me, they would read a note and just say "the notes say you didn't return it" and that was as far as it would goTwice I was blown off and basically hung up onI am in the process of reporting you to the Revdex.com and the FTCSo would someone kindly respond to me and return my moneyViaSat’s Consumer Affairs department replied to Ms*** email informing her that UPS confirmed that they only received the leased ViaSat transceiver and ATA (voice adapter) on February 19, Due to this, the charge on March 24, for $was for failure to return the leased modemNevertheless, in order to bring resolution to her complaint, ViaSat’s Consumer Affairs department agreed to refund the $to the payment method on fileThe refund was issued to the payment method on file, April 26, and should be received by you within three to five business dayGiven this information, ViaSat believes this complaint was resolved prior to the filing of the Better Bureau Business complaintIf Ms*** requires additional assistance with this refund, please have her contact ViaSat’s 24-hour Customer Service department at 1-855-463-Thank you for the opportunity to respond

Thank you for brining *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement signed by *** *** on July 2, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a
checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Section of the Customer Agreement authorizes ViaSat to automatically withdraw from the payment method on file for ViaSat’s servicesThe services were ordered through DirecTV, an authorized reseller of ViaSat’s servicesDirecTV provided the credit card and account information when the order for the internet services was submitted to ViaSatWe apologize for any confusion regarding the sales process that *** *** may have experienced, and if this was not communicated to his satisfaction*** *** called ViaSat on July 6, regarding the ViaSat account and name listed on the account*** *** informed the ViaSat representative that *** ***, his fiancé, was not the account holder, yet that he was and the account should be in his nameOn July 6, 2016, *** *** contacted ViaSat and was offered the opportunity to disconnect the account under *** *** and establish a new account with his name; however, *** *** refused this offered and informed the representative that he destroy the ViaSat equipment if it was not removed from his propertyIn order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesAdditionally, ViaSat will also agree to refund the charge of $collected on July 4, This refund will be issued to the payment method on file and should be received in three to five business daysShould *** *** wish to move forward with the disconnection of the ViaSat account, he may contact ViaSat’s 24-Hour Customer Service Department at ** ***, and reference ticket *** *** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsThank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat
Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location,
customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination feesA one-time move cannot be processed if the customer does not agree to the new 24-month minimum service term
Our records show Mr*** called October 10, because he had moved to a new address that already had internet service providedAs Mr*** did not want to disconnect his account and, subsequently, be charged the early termination fee, he requested that his service plan be placed on ViaSat’s Vacation planThe Vacation plan is a low cost product ($a month, plus applicable taxes and a $monthly equipment lease fee) for customers who may be gone from the location where the ViaSat service is installed for a long period of time
During this conversation, ViaSat’s representative incorrectly advised Mr*** that he could be on the Vacation plan for a minimum of days and a maximum of daysThe maximum number of days a customer may receive the Vacation plan is days within a rolling 12-month period (i.eSeptember 3, 2016-September 3, 2017)When Mr*** advised that he’d brought his modem with him when he’d moved, the ViaSat representative incorrectly advised him that that was the only piece he would need to return when he disconnected his accountWe apologize for any frustration this may have caused Mr*** to experience
Per the Customer Agreement, signed by Mr*** on July 25, and available at exede.com/legal, customers are responsible for returning ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a free UPS box and illustrated instructions within a week of their disconnection for the return of the equipment
ViaSat did not receive another call from Mr*** until January 9, 2016, when he called to have his account transitioned back to the Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeWhile on hold, the call dropped; however, our records show the ViaSat representative was able to successfully transition Mr*** account
Mr*** called back the same day regarding his service transition, at which time he was advised it had been processed successfullyDuring this conversation, Mr*** expressed interest in moving his Exede Internet service to his new home, at which time the ViaSat representative explained to him that he would not be charged for the move, but would have to agree to a new 24-month minimum service termMr*** requested to have his account returned to the Vacation plan while he examined his optionsThe ViaSat representative processed Mr*** request, but incorrectly advised him that since the new year had started, he was eligible to receive the Vacation plan for another days maximum
ViaSat received a third call from Mr*** the same day, at which time he requested to speak to a supervisor regarding ViaSat’s move process and the new Customer Agreement he was told he’d have to signDuring his conversation with both the ViaSat representative and the ViaSat supervisor, Mr*** was once again correctly advised that he would have to agree to a new 24-month minimum service term if he moved forward with transferring the service to his new location, and that the requirement could not be waived for himMr*** decided to leave his account active until his existing contract was completed
On April 11, 2016, Mr*** account exceeded the days it could be on the Vacation plan, and was transitioned back to the Liberty GB planSubsequently, on April 28, 2016, Mr*** was charged $for monthly service, including prorated fees based on the service plan transition dateViaSat sends pre-bill email notifications seven days prior to charging a customer for monthly serviceCustomers are also alerted that their bill is due is ready via email, at which time ViaSat also auto-withdrawals the fee from the payment method customers’ have placed on fileOur records show these notifications would have been sent to Mr*** at ***@gmail.comWe apologize if Mr*** did not receive these notices
Mr*** called ViaSat the same day regarding the charge, advising that he had not received a bill and should have been on the Vacation planAt this time, the ViaSat representative advised Mr*** that the Vacation plan only allowed for a maximum of daysThe ViaSat representative also educated Mr*** on ViaSat’s move process, and provided Mr*** with an approximation of how much his early termination fees would be if he chose to move forward with disconnecting his accountWhen asked if the payment of $could be applied to his early termination fees, the ViaSat representative accurately advised Mr*** that ViaSat did not prorate or refund for unused services when an account was disconnectedThese same points were reiterated by a ViaSat supervisor the same day, and during his conversation with another ViaSat supervisor on April 29,
ViaSat does not agree to waive Mr*** existing early termination fees as his account is eligible to be movedHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to refund him the charge of $paid on April 28, This refund has been issued to Mr*** payment method as of May 4,
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 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 illustrated instructions on what equipment he will need to return
If Mr*** would like to move forward with the disconnection of his account, he may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/24) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
We are unable to locate the account in question with the information Ms*** has providedIf she could
provide information associated with the account (e.g., the account number, service address, phone number, etc.) we could look into this matter to come to a reasonable resolution
Alternatively, Ms*** can dispute the charge with her financial institution for resolution
Thank you for the opportunity to respond

In ViaSat’s previous response, ViaSat agreed to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will need to contact ViaSat’s 24-Hour Customer Service department at ###-###-#### and reference ticket *** to have the account disconnectedThank you

Thank you for bringing Mr***/***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr***’s account was disconnected on 1/19/as he moved service and no longer needed ViaSat’s serviceMr*** had months remaining on his contract, ViaSat
charges $for each remaining month on the contact which would have been $not including taxesWe apologize that Mr*** was advised $On February 8, a bill came due for a total of $which was for the early termination feesMr*** had a credit on the account of $so this was deducted from the $that was owed leaving the balance at the $This charge is a valid charge for the early termination fees and will not be refunded as this was discussed at the time of disconnectionIn order to arrive at a resolution ViaSat will send the invoice via USPS today March 4, and will send the invoice to the email providedOnce again we apologize to Mr*** for any inconvenience this may have causedThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
ViaSat's certified technicians are authorized to offer additional installation or reinstallation services, such as a
wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize for any misunderstanding Ms*** may have experienced, and if this was not communicated to her
Our records show Ms*** called ViaSat on October 13, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be necessary to resolve Ms***'s issuesThe ViaSat representative ordered a complimentary service call for Ms*** at this timeViaSat's technician went out to Ms***'s home on October 14, 2015, at which time the cabling was replacedDuring this installation, it was also determined that a customized installation would also be necessary to resolve Ms***'s issuesThe technician fulfilled the service call order and reinstallation, and charged Ms*** $directly
Ms*** called ViaSat the same day regarding the charge, at which time the ViaSat representative offered Ms*** a $credit as reimbursement for what she'd paid to the technicianMs*** accepted the offer and a credit request was submittedThis credit request was rejected the same day as the charge to the technician was considered valid and because it'd been over a year since Ms***'s initial installation with no report of any connectivity issue she *** have experienced
On November 4, 2015, ViaSat collected a payment of $for Ms***'s monthly service feesMs*** called ViaSat about the charge and her $credit on November 5, 2015, at which time she was advised that the credit request had been rejected and was offered a credit of $towards a free month of service off her service plan priceMs*** accepted the $credit
ViaSat received another call from Ms*** on November 6, During this conversation, Ms*** requested the disconnection of her account because of the rejected $After being advised of the disconnection disclosures, Ms*** advised that she would think about disconnecting and call back
In order to come to a resolution to this complaint, ViaSat has applied a credit of $to Ms***'s account in addition to the $credit she's received
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat has agreed to my request to reimburse to me the total $which I paid to the contractor

Thank you for bringing *** ***’s complaint to our attention
Our records show *** *** ordered service through ***, an authorized seller of ViaSat, on May 31, At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data
Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by *** *** on June 1, and also available at exede.com/legalAt the point of sale, customers are also advised of the pricing of ViaSat’s Internet service plans, as well as that they will need to provider their own third-party router if they do not opt into ViaSat’s wireless servicesWe apologize if these points were not communicated clearly to *** ***
Our records show *** *** called ViaSat on June 2, because she felt she had not been fully informed of the service at the point of saleAt this time, she was directed to call *** to discuss her point of sale concernsShe called ViaSat back the same day requesting the disconnection of her account due to her point of sale concernsDuring this conversation, *** *** was informed that she would be responsible for the early termination fees*** *** requested to speak to a supervisorWe apologize if *** *** did not speak to a supervisor at this time
On June 4, 2017, ViaSat charged *** *** $in monthly service fees, but the payment failedShe called on June 5, to disconnect her serviceAt this time, the ViaSat representative escalated a request to have the early termination fees waived; however, this request was denied on June 7, as the early termination fees were considered valid
ViaSat charged *** *** $on July 4, for her early termination fees plus the existing balance dueThis payment also failed*** *** contacted ViaSat the same day regarding the balance due, at which time she was informed that the waiver request had been deniedThis was advised to *** *** again on July 18, 2017, at which time she requested to speak to a supervisorDuring her conversation with the ViaSat supervisor, *** *** was informed that the waiver had been denied, and provided with the email address so she could contact ViaSat’s Corporate Resolution Team
In consideration of *** ***’s short term as a ViaSat subscriber, ViaSat has waived the balance due of $in full as of today, July 19,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat recently updated their email platform from *** to *** ViaSat received a call from Mr***
regarding this issue on August 3, and ViaSat's customer service rep was able to walk Mr*** through the new site and signing inIf Mr*** is still having any issues logging into his account he may contact customer service anytime at XXX-XXX-XXXX for assistanceViaSat was able to confirm that Mr***'s payment method has been updated multiple times in the past few years, currently there is an active payment method on file that expires 01/and this is the payment method that ViaSat is using and will continue to useWe apologize for the suspension as this was due to a glitch in the system and this was explained to Mr*** on August 31, and a credit for $was added to the account due to the inconvenienceWe are sorry to hear Mr*** is experiencing slow speeds, as of today September 17, Mr*** has used GB out of his available and currently has remaining until September 24, and at that time the usage will reset back to Mr*** also purchased GB of buy more usage that he has available once the runs outShould Mr*** continue to see speed issues he can contact customer service at XXX-XXX-XXXX to have troubleshooting performed and if deemed necessary ViaSat will issue a service call for Mr***; however, at this time ViaSat does not see any issues with the serviceThank you for allowing ViaSat the opportunity to respond