ViaSat, Inc.

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat agreed to waive Mr***’s early termination fees when he was ready to disconnectUnfortunately the correct process was not followed which led to the charge of $ In order to arrive at a resolution ViaSat has issued Mr*** a refund of $today December 28, Mr*** will see this refund within 3-business days Thank 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 Unlimited Data Silver service plan at $a month, plus 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 MsTia *** on February 12, 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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.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.Ms*** first contacted Viasat in regards to her speeds on March 11, The Viasat representative assisting her advised of Ms*** plan and the prioritization that occurs once a customer reaches GBShe contacted again the same day in regards to the same issue, and was advised that she was within peak hours for network congestion and that it should resolve at the end of peak hours. On March 16, 2018, Ms*** contacted Viasat in regards to her slow speeds, as her data had resetShe was advised of peak congestion hours, and a Viasat representative assisted her in running a speed testThe speeds revealed that Ms*** was being affected by network congestion, and Ms*** was offered a one-time goodwill credit of $10, which she acceptedThe credit was applied to her bill the same day. In light of this complaint, Viasat has reviewed Ms*** account for speeds on March 19, A speed test on Ms*** account reveals that her speeds are well within range of her plan. At this time, Viasat does not agree to refund Ms*** for charges paid for services renderedHowever, if Ms*** would like to proceed with a disconnection of Viasat’s services, Viasat will agree to waive half of her early termination fees in an offer of good faithIf Ms*** would like to take advantage of this offer, or if 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

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early
termination feesViaSat requires a valid payment method to be on file for automatic payments each monthWhen Ms*** signed the customer agreement on September 1, she authorized ViaSat to use the payment method on file for monthly charges, early termination fees, and non-returned equipment feesThe charge of $was for early termination fees and is a valid chargeViaSat will not be issuing a refund for the early termination fees or the NSF fees as this was a valid chargeAs of today August 25, ViaSat has yet to receive the equipment back and there are charges of $each pending to charge to the accountThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Per the response received from ViaSat, *** *** did not sign anything at anytime in conjunction with the order for services, the installation of services or at any other time After receiving my confirmation letter from DirecTV which stated I initiated the request for services, and after the technician installed the services, I signed the documentation with my signature, not ** ***, I believe that ViaSat continuously fabricates their information I wish to see the documentation they have with *** *** signature and not mine To further assist in complaints against ViaSat, we did agree after discussions with ViaSat, to keep the account in *** ***'s name We have been totally dis-satisfied with the quality of service provided by ViaSat The installation technician stated we would not have any problem connecting in our bedroom, We never got satisfactory service in the bedroom We constantly complained about slow internet speed, we signed up for speed up to Mbps and constantly was seeing speeds in and around 5-Mbps On the 9th we were informed that we had expended our GBs of data and thus we would not see an increase in speed until after the next billing cycle On at least one occasion, I specifically requested to speak with a supervisor and was informed that the supervisor refused to speak to me I do not intend to disconnect the service, vice I will continue to hound customer service to try and receive the service that we are paying for I will further continue to complain with the Revdex.com if the service remains substandard I will, however insist that they remove their advertising signage from being proximal to my property I do not wish to advertise for a company with such shoddy customer service and poor quality of service that they are providing If we provided the type of customer service that they are providing, I would be forced to close the doors to my business within days

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

Complaint: ***
I am rejecting this response because:I don’t agree with the paying for half the service agreementWe called on Jan when the modem was hooked up after the service men left to talk about the poor connection & bad service Was hung up on twiceI tried to cancel & was told I could not & that service would get better, it did notI called again on January where I was hung up on twice and told I could not cancel service I called again on January and was hung up on and was told that I had to go to the $unlimited plan in order to get good connection and to wait for weeks for the modem to get thereI called again on February to talk about the plan and how I was not getting good connection and it was rebuffing constantlyWe tried to resolve this problem on March and cancel our program service with a viasat that but they refused to cancel our service I had to call back a second time and get my husband to cancel the service I then contacted the Revdex.com on MarchWhile during research I discovered that Viasat was also charging me $a month in hidden fees to a security coverage company that I didn’t know I was being charged forI have tried numerous times to cancel the service I’ve been told I could not cancel or not the service would improve with the new Plan or to wait until the new modem got here the whole time the company was stringing me along because when I got the unlimited plan and it started up with the new data for the month I could not watch a movieThey told me it was congestion in the area and there was nothing they could do about itWe tried to resolve this issue with them multiple times we’ve been hung up on on multiple occasions and they would not work with us at allI do not feel like I need to pay a termination fee for a service that I was promise but never met the needs they claimed This company is a bait and switch company they probably shoe good service at $a month by the time I was done with them I was up to $a month and still service had not improved one bit
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
They agreed to return my lease fee for $based on the conversation with customer service 2-13-16 and $($was part of the agreement). I should not owe anything and will return items immediately once the box to return the items arrives. I have the service disconnected as of 2-13-16 and everything has been made right by Via Sat

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Mr*** on February 26, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of
saleWe apologize if Mr*** feels these points were not communicated to his satisfactionMr*** called in stating that the service was not working properly and went through the basic troubleshooting with a ViaSat agentViaSat does not see where any service call was scheduled for Mr***In order to arrive at a resolution ViaSat is willing to let Mr*** out of the contract with no early termination fees due to the length of service; however, there will be no refunds issued at this timeIf Mr*** would like to disconnect his account he can call Customer Care at 866-945-and reference ticket number ***At that time Mr*** will need to be read the disclosures on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
Customers have the ability to move their *** 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 Agreement*** cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees; however, if the customer cancels the move order, the early termination fees are reapplied to their original account
Our records show *** *** called *** on July 10, to move his service to a new address, at which time his request was processed*** *** called to disconnect his original account on July 11, 2017, at which time a request for his early termination fees to be waived based on his move order was escalatedThe early termination fees were waived on July 12,
***’s technician went out to *** ***’s new home to install the equipment on July 12, At this time, *** *** and the technician were unable to agree upon the placement of the dishThe move order was cancelled on July 13,
As *** *** did not move forward with moving his service to his new location, *** reapplied the early termination fees to his accountSubsequently, on August 16, 2017, *** *** was charged $in early termination fees This payment failed*** received a call from *** *** the same day, at which time he was informed a ticket would be escalated regarding the chargeUnfortunately, the *** representative did not escalate this request properlyWe apologize for any frustration *** *** may have experienced
On August 29, 2017, the account was sent to outside collections for further action on the balance due*** *** called regarding the collections balance on October 18, 2017, at which time he was informed that the early termination fees had been reapplied because his service had not been moved to his new location
As *** *** did not allow *** to move his service to his new location, *** does not agree to waive the early termination fees of $
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement, signed by Mr*** *** on March 31, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.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 and Unlimited Data Policy available at exede.com/legal.On May 31, 2018, Mr*** contacted Viasat in regards to experiencing connectivity issuesA Viasat representative assisted Mr*** by troubleshooting his equipment and determined that he was in need of a service callThe representative advised Mr*** to contact Viasat via telephone in order to schedule the service call.On June 3, 2018, Mr*** contacted Viasat in regards to experiencing no connectivityA Viasat representative assisted Mr*** in scheduling a service call. On June 18, 2018, Mr*** contacted Viasat in regards to his technician not arriving yetThe Viasat representative assisting Mr*** advised him that his appointment was scheduled for June 20, per a contact between Mr*** and the technicianMr*** denied that the technician contacted himA Viasat representative offered Mr*** a one-time credit in the amount of $for the inconvenience, which Mr*** accepted.On June 20, 2018, Mr*** service call was successfully completed. In light of Mr*** complaint, a review has been conducted of Mr*** account as of June 22, At this time, Mr*** has used approximately GB of his unlimited data allowanceDue to Mr*** using over GB of data, however, he may experience some slower speeds during peak hours. In resolution to this complaint, Viasat will agree to credit Mr*** for one month of service, in the amount of $This credit has been applied to Mr*** account as of June 22, and will be seen on his next bill. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr*** rebuttal to our attention
Once Mr*** equipment has been returned, it will be appropriately documented on his accountMr*** may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-to follwith the return of his equipment
Regarding the bank statements, Mr*** may email those directly to ViaSat’s Consumer Affairs Department at [email protected] with any personal information (i.e., the account number) blacked outAlternatively, he may fax it to 720-228-
We apologize for any frustration Mr*** may have experienced We feel the resolution previously agreed to adequately address Mr*** complaint
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/16) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does offer unlimited local, long distance, and toll-free calls to all states, the District of Columbia and
CanadaThis includes calls to landlines and wireless and VOIP (voice over IP) linesCalls to other countries will incur additional chargesThe service is only available for residential useThe service has unlimited long distance as long as you are using the Exede voice for non-commercial activities, there is no cap or limitIf you go over 3,minutes in your billing cycle, we'll monitor your traffic patterns and volumes in an effort to determine if you are engaged in non-residential useIf the service is used for commercial or business purposes, it may be terminatedIn order to arrive at a resolution ViaSat has waived the early termination fee for the VOIP serviceThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received service as advertisedAfter adding Exede Voice Service, my invoice increased from $to $I expect the difference of $to be refundedAlso I spent minute of my time on the phone on September 14th, at 9:pm with a representative named *** trying to resolve the problem of lack of serviceMy rate of pay is a little over $per hourI will settle for $for the waste of my time
Final Business Response /* (4000, 9, 2015/09/24) */
Thank you for bringing Mr***'s response to ViaSat's attentionViaSat has agreed to issue a credit of $to the account so that it can be used towards the next billViaSat does not issue refunds for lost wages or time so no refund will be issued at this timeViaSat has now waived the early termination fees from the voice charges and issued a credit of $to the accountViaSat feels this adequately address Mr***'s concernsThank you for allowing ViaSat the opportunity to respond

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

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On August 4, 2017, *** *** contacted ViaSat stating that her services were not working properlyDuring this conversation, Ms***
was educated that a service call could be created and was scheduled for August 9, As of today, August 9, 2017, *** *** has been contacted regarding her service callThe ViaSat technician is in route to *** ***’s location and the service call should be completed by end of the day Should the ViaSat technician not make it to *** ***’s location by the end of day, please have her contact ViaSat’s 24-hour Customer Service Department at *** Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: You seen from their response that, as I previously stated, ALL of their equipment was returnedAnd I am sending proof of the money they STOLE from my account and I want it RETURNED...
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
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on October 19, to discuss the disconnection of her ViaSat account as she was
relocating and could not take the services with herDuring this conversation, Ms*** advised the representative that she would call back into ViaSat to officially disconnect the services However, ViaSat did not receive contact from her again until December 5, at which time she was requesting a refund for the November and December charges
As ViaSat did no receive contact from Ms*** from October 19, and December 5, 2015, ViaSat does not believe this is a valid refund requestHowever, in order to bring this complaint to resolution, ViaSat will agree to refund Ms*** $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have her contact ViaSat's customer service department at 855-463-and reference ticket ***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat charged Ms*** on October 8, in the amount of $for non-returned equipmentPer the customer agreement ViaSat asks that two (2) pieces of equipment be sent back within days of disconnection in order to avoid the non-returned equipment charges On October 10, ViaSat showed the tria piece as returned and issued Ms*** a refund of $back to the payment method on fileViaSat was not showing the return of the modem which is why the other $was not refundedIn order to arrive a resolution ViaSat has agreed to issue a refund of the $Ms*** will see this refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

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 charges We 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 occur Thank you for the opportunity to respond and resolve Ms*** complaint

I apologize for sending this response as it is clearly not for Mr***' complaintPlease see the following response below: Thank you for bringing Mr***’ complaint to our attention. The Customer Agreement, signed by Mr*** on November 8, 2017, advises that customers
are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free return shipping label, and illustrated instructions that is delivered to their home address within a week after disconnecting Our records show that Mr*** disconnected his services on February 8, 2018, at which time he was informed of the disconnection disclosures, including the return of the equipmentViasat was informed on March 6, that Mr*** had returned the modem, but not the transceiver. Due to an error, Mr*** was charged twice for the unreturned transceiver in the total amount of $on March 12, We apologize for any frustration this may have caused him to experience Mr*** called Viasat multiple times the same day regarding the chargeDuring these conversations, it was confirmed that he had returned the modem and had been erroneously charged twice for the unreturned transceiverThe Viasat representative advised Mr*** that a refund request for $had been submitted, and that it would take up to to business days to be processed back to his payment method on file if the refund was approvedOur records show that a refund of $was processed on March 14, back to Mr***’ payment method on file. We apologize for any frustration Mr*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***’ complaint. Thank you for the opportunity to respond