ViaSat, Inc.

Thank you for bringing Ms***’s complaint to our attention.Our records show Ms*** purchased Viasat’s Unlimited Bronze 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.The Customer Agreement, signed by Ms*** *** on May 8, 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.The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On June 25, 2018, Ms*** contacted Viasat multiple times in regards to experiencing connectivity issuesA Viasat representative assisted Ms*** in troubleshooting, and determined a service call was required to inspect the equipment for defaultMs*** accepted the offer, and the service call was created. Later that same day, Ms*** contacted Viasat to request a sooner date for the technician to come outA Viasat representative reviewed the scheduling calendar and advised that no sooner dates were showing as available, but that they would leave a note for the technician’s office to check as well. On June 26, 2018, Ms*** contacted Viasat several times request to speak to a supervisory Viasat representativeShe requested that her technician be sent that day due to being charged for services by ***A Viasat representative advised Ms*** that there were no sooner available appointments, which had been confirmed by the technician’s officeMs*** requested to disconnect her Viasat services and to be reimbursed for the charges incurred by ***A Viasat representative advised that we are not responsible for the charges assessed by another company, and could not refund themMs*** then requested a waiver of her early termination fees as well as a refund of her most recent service paymentA Viasat supervisory representative assisted Ms*** in submitting the requests for this to be completed. Unfortunately, the requests were submitted incorrectly, and thus the refunds were delayedWe apologize for any inconvenience this may have caused Ms***.In resolution to this complaint, and to honor the offer made by the Viasat representative, Viasat has processed a refund of $charged for early termination fees as well as the $billed for monthly services as of July 13, to Ms***’s payment method on fileMs*** should be advised that this refund may take up to three to five business days to be seen in her bank. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Mr*** complaint to 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 Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on January 23, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination
fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and 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.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus 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.On February 24, Ms*** contacted Viasat multiple times in order to determine if there was a grace period for her contract, as well as to request disconnection of her servicesShe was advised that Viasat does not offer a grace period for cancelling a contract, and was advised of the early termination fees should she choose to continue with the disconnectionMs*** stated that she had not received over Mbps since her installationWhen a Viasat representative reviewed Ms*** systems, it was determined that a weather outage was affecting her serviceMs*** was advised of troubleshooting steps to perform after the outageThere has been no contact from Ms*** since that day.A review of Ms*** account performed on February 26, shows that Ms*** is receiving speeds well within the range of her service planAt this time, Viasat does not agree to waive the full early termination fees should Ms*** choose to disconnect, nor do we agree to refund the $charged for the first month of service. In resolution to this complaint, Viasat will agree to waive half of the early termination fees should Ms*** choose to disconnect her Viasat servicesIf 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 noShe may also contact Customer Care for any further questions or concerns. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/11/25) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on November 12, and available at exede.com/legal,
states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeThe Customer Agreement also states that the service speeds are not guaranteed and may vary; customers are advised of this at the point of saleDue 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 activity
Our records show Ms*** called ViaSat's Sales Department on October 7, to order service, at which time Ms*** elected ViaSat's Exede Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe ViaSat service was installed at Ms***'s home on October 9,
The Liberty service plans are subject to priority data usage limits which are also described in the Data Allowance PolicyIf a customer exceeds their priority data usage limit, they will receive the "Liberty Pass" for the remainder of their monthly billing periodLiberty Pass *** are slower than priority data speeds, and do not support video streaming on multiple devices and streaming of high definition video also may not be supportedLiberty Pass speeds vary based on the time of day and a customer's geographical location, and may be extremely slow when the network is busy (typically 5:p.m- 2:a.m., local time)This may greatly impair a customer's ability to use the internetLiberty Pass users receive lower priority on our network than subscribers who have not exceeded their data allowance or other usage threshold, which may result in Liberty Pass users experiencing slower speeds when the network is busy than subscribers who have not exceeded their data allowance or other usage thresholdThe Liberty Plans are not unlimitedHeavier users of Liberty Pass may experience slower speeds than lighter users of Liberty Pass
Because the Liberty service plans come with the Liberty Pass, ViaSat does not offer a Late Night Free Zone on these plansWe apologize for any misunderstanding Ms*** may have experienced regarding thisOur records show she contacted ViaSat's Customer Service Department on October 10, to inquire about the Late Night Free Zone, at which time she was advised that her service plan did not come with the Late Night Free Zone and provided with details about the Liberty GB plan
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 fees
Ms*** called ViaSat on November 9, to move her service to a new location, at which time she was advised she would be required to agree to a new 24-month minimum service termMs*** agreed to the terms of the move, and an account was setup at Anderson Drive, Mayfield, KY During this conversation, the ViaSat representative was unable to place Ms*** on the Liberty GB planThe representative provided Ms*** with the Liberty GB plan, but erroneously advised her that the Liberty GB plan was still available in her area and offered to transition her to the plan after her new account had been activatedThe ViaSat representative also offered Ms*** a free month of service on her new account upon activation for the inconvenienceMs*** accepted the offers
Ms***'s original account was disconnected on November 11, with the early termination fees waived; the service at her new home was installed on November 12, Unfortunately, at the time of Ms***'s move, ViaSat stopped offering the Liberty GB service plan as an optionThe same day, the ViaSat representative attempted to place Ms*** on the Liberty GB plan, but it was unavailableThe credit for a free month of service was placed on Ms***'s new account on November 15, We apologize for any inconvenience Ms*** *** have experienced
ViaSat was contacted by Ms*** on November 21, because she once again had to move, but her new landlord was not allowing her to take the service with herMs*** wanted to know if her early termination fees could be waived because of thisDuring this conversation, the ViaSat representative advised Ms*** that the early termination fees would be valid if she disconnected service because the dish could be installed on a pole mountWhen she inquired about the Liberty GB plan, the ViaSat representative also informed her that the service plan was no longer available in her area
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat does not waive early termination fees due to no landlord permission
Due to Ms***'s concerns and her short term as a ViaSat subscriber on her new account, ViaSat is willing to disconnect her account with the early termination fees waived in full if she disconnections prior to December 16, Ms*** will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she 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 her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** would like to disconnect her account any time prior to December 16, 2015, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket nosXXXXXXXX and XXXXXXXX
Thank you for the opportunity to respond

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 *** ***

Initial Business Response /* (1000, 4, 2015/10/27) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration surrounding the Data Allowance Policy
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our
Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on *** 16, 2015, and it is 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 usage
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
Ms*** chatted into ViaSat's customer service department on October 24, regarding her usage and how she felts it was not being calculated accurately During her conversation with ViaSat's representative, Ms*** was advised of her usage, and network devicesMs*** was also advised to contact ViaSat's customer service department via telephone to further discussHowever, since this date Ms*** has made no contact again with ViaSat's customer service department
In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms***'s account with waiver of half her early termination feesViaSat does not agree to waive these fees in their entirety as ViaSat does not believe Ms*** allowed us the opportunity to resolve any issues she may have experienced with the Data Allowance PolicyIf Ms*** would like to accept this offer, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/05) */
ViaSat will agree to refund Ms*** the unused fees associated with her prepaid lease feeThe refund due is $and will be issued at the time of disconnectViaSat will agree to disconnect Ms***'s account as of November 15, At that time, the waiver of half the early termination fees will occurMs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThank you

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,
*** ***

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***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Mr*** ***, the account holder, contacted ViaSat on August 11, because he needed more data for the monthAt this time, the ViaSat
representative reviewed Mr***’s usage for that billing period, and advised him that his data had gone towards media (*** video), web browsing, social media, and software updatesThe ViaSat representative advised Mr*** that he could obtain more data buy purchasing additional data at $per GB or transitioning his service planHe was also reminded that his service came with a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costMr*** opted to transition his service plan from the Exede GB plan ($an month, plus applicable taxes and a $monthly equipment lease fee) to the Exede GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee)Mr*** was advised of all disclosures regarding transitioning his service, including that he would see a prorated fee on his next monthly bill
Regarding Ms***’s monthly price jump from $to $prior to the August 11, service transition, our records indicate Ms*** was receiving a promotional discount of $off her bill per month for months that expired in January
Mr*** called into ViaSat on August 23, regarding his data usageThe ViaSat representative reviewed the information from Mr***’s modem, and advised him that part of his data had been consumed by *** videoWhen Mr*** disputed the information, the ViaSat representative offered to internally escalate the matter for review, and apply GB of free additional data onto Mr***’s accountMr*** accepted
On August 28, 2016, ViaSat attempted to collect a payment of $for monthly service plus the prorated fees based on the August 11, service plan transitionThis payment failedMrs*** called ViaSat on August 29, regarding the charge, at which time the ViaSat representative attempted to review the bill with Mrs***When she disputed the charge based on the fact that she and her husband had not been home for a period of time, the ViaSat representative accurately advised that she would continue to be charged for the full monthly service fee unless someone called to place the account on ViaSat’s Vacation plan
During this conversation, Mrs*** advised the ViaSat representative about her data usage concerns, and requested to speak to a supervisorUnfortunately, the call dropped when the representative attempted to place Mrs*** on holdWe apologize for any frustration she may have experienced
Mrs*** called back the same day, at which time she was advised of the August 11, service plan transitionA goodwill credit of $was also applied to her account at this time to lower the balance due to $Ms*** made a one-time payment for this amount on August 30, 2016, which was successfully collected on August 31,
In response to this complaint, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterHowever, ViaSat also shows that only GB of Mrs***’s data went towards *** video during her last billing cycle (July 28, through August 27, 2016)If Mrs***, or a member of her household, was watching ***’s *** services through a third-party device connected to her home network (e.g., a tablet or a smart phone), it would still consume her data
If Mrs*** 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 activity
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,
*** ***

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

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Due to an error, the requests that ViaSat placed on the two erroneous accounts (*** & ***) to have the unreturned equipment fees waived in full
were cancelledSubsequently, the was charged $in unreturned equipment fees on March 1, (***) and March 24, (***)As there was no payment method on file for either account, no payments were collectedOn March 21, 2017, account no*** was sent to outside collections
As resolution to this complaint, ViaSat has waived the balance due of $from account no***, and has escalated for account no, *** to be removed from collections with the balance due waived in fullThese requests have been made as of today, April 11, ViaSat did not report Ms***’s account to any credit agencies
We apologize for any frustration she may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus 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.The Customer Agreement provided to each new customer, and signed by Mr*** *** on March 14, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement and also available at exede.com/legalOur records show Mr*** purchased Viasat’s Unlimited Bronze 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 Mr*** at the point of sale.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.On March 29, 2018, Mr*** contacted Viasat to request to disconnect his servicesHe stated that the internet service was not working for him, as he could not even play video games on itA Viasat representative assisted him in escalating a request for his account to be reviewed for a point of sale disputeMr*** elected to wait for the request to be completed and to not disconnect his account at that time.On April 6, 2018, Mr*** contacted Viasat to request the disconnection of his servicesHe requested to stop date his payment method, which was successfully completed on April 7, Mr*** also requested for a waiver of early termination fees to be considered due to the service not meeting his needs, which the Viasat representative assisting him submittedMr*** account was successfully disconnected that day. On April 16, 2018, Mr*** was billed $in early termination feesDue to the stop dated payment method, Viasat was unsuccessful in taking the payment. In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees for Mr*** in the amount of $This credit has been placed on Mr*** account as of April 24, 2018. Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Ms*** response to ViaSat’s attentionViaSat has never received any cancellation from Ms*** financial institution regarding the chargebackThis balance has been valid since the time this chargeback took placeWe apologize for any confusion this may have caused Ms***In order to arrive at a resolution ViaSat has agreed to remove the charge of $from collections and have the account removed as wellViaSat will handle the chargeback directly with Ms*** financial institutionThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Ms*** ***, the account holder, on December 12, and available at exede.com/legal, 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
Our records show Mr*** ordered service on December 5, and the service was installed on December 12, During this appointment, the technician assisted the customer with removing tree limbs to gain line of site, but informed the customer that the tree closes to the dish would need to be cut down in order to maintain the service signal
On December 13, 2017, Mr*** called Viasat to disconnect the account, advising that his electrical system would not support the Viasat dish, and that the growing trees would have an impact on the service signalThe Viasat representative informed Mr*** of the disconnection disclosures, including the early termination fees, and processed his requestMr*** requested that his payment method be removed from the account and advised that he would make payments towards the early termination fees
On December 16, 2017, Viasat charged Mr*** $in early termination feesAs there was no payment method on file, no amount was collectedThis remained on his account as a balance due until January 29, 2018, at which time it was referred to outside collections for further action
As resolution to this complaint, Viasat will agree to remove Mr*** account from collections with the balance due of $waived in fullA request has been escalated as of February 13,
Thank 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 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.As the service was ordered during a promotional period, Ms*** was receiving the following discounts • $off her monthly service plan for the first months. • $off EasyCare for the first months. Ms*** contacted Viasat on March 14, to state that she was not pleased with having only GB when she thought she was supposed to get GB. A Viasat representative advised Ms*** that the GB plans were not available at this time. A supervisory Viasat representative contacted Ms*** on March 15, Since Ms*** was unavailable, the Viasat representative left a voicemail about the Unlimited Gold plan being offered with GB of data and an offer of $off for months. Ms*** contacted Viasat on March 19, to request a supervisor or corporate representative to contact her. The representative noted that she was looking for GB at the same price as her current planA Viasat representative advised Ms*** that it could take up to hours for a return callThere was no record of a call back that occurred after that date. Viasat apologizes for any inconvenience this may have caused Ms***. Ms*** contacted Viasat on April 6, called to ask for a transition to Viasat’s Unlimited Silver Mbps for the price she was paying for her current plan. The Viasat representative advised that there was no option to make the requested change available at that time. At this time, Viasat cannot offer Ms*** Viasat’s Unlimited Silver Mbps packageIn resolution to this complaint, Viasat would like to offer a discount of $off the current plan for the next months. If Ms*** would like to cancel her service with Viasat, we are willing to waive all early termination fees. If Ms*** would like to take advantage of this resolution, she may call our hour customer service line at 1-855-463-and reference ticket number ***. Thank you for the opportunity to respond

Thank you for bringing *** ***’s rebuttal to our attention In the previous reply, *** *** was educated that ViaSat received a call from her on June 30, 2017, at which time she requested a refund for her monthly service fees of $When the ViaSat representative informed her that the charge was valid, *** *** requested to speak to a supervisor and the call was transferred accordingly During her conversation with a ViaSat supervisor, *** *** informed that she wanted to disconnect the account due to connectivity issues*** *** declined to transition her service plan to one that offered more data when asked, and requested the disconnection of the account effective July 19, When she requested a refund for the previous payment, she was informed again that it was a valid fee and would not be refunded Yet again, as ViaSat has no record of *** *** making contact to disconnect her account prior to June 21, 2017, ViaSat does not agree to issue *** *** a refund of $for the past two months of services Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Mr*** ***, the account holder, contacted ViaSat on August 11, because he needed more data for the monthAt this time, the ViaSat
representative reviewed Mr***’s usage for that billing period, and advised him that his data had gone towards media (*** video), web browsing, social media, and software updatesThe ViaSat representative advised Mr*** that he could obtain more data buy purchasing additional data at $per GB or transitioning his service planHe was also reminded that his service came with a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costMr*** opted to transition his service plan from the Exede GB plan ($an month, plus applicable taxes and a $monthly equipment lease fee) to the Exede GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee)Mr*** was advised of all disclosures regarding transitioning his service, including that he would see a prorated fee on his next monthly bill
Regarding Ms***’s monthly price jump from $to $prior to the August 11, service transition, our records indicate Ms*** was receiving a promotional discount of $off her bill per month for months that expired in January
Mr*** called into ViaSat on August 23, regarding his data usageThe ViaSat representative reviewed the information from Mr***’s modem, and advised him that part of his data had been consumed by *** videoWhen Mr*** disputed the information, the ViaSat representative offered to internally escalate the matter for review, and apply GB of free additional data onto Mr***’s accountMr*** accepted
On August 28, 2016, ViaSat attempted to collect a payment of $for monthly service plus the prorated fees based on the August 11, service plan transitionThis payment failedMrs*** called ViaSat on August 29, regarding the charge, at which time the ViaSat representative attempted to review the bill with Mrs***When she disputed the charge based on the fact that she and her husband had not been home for a period of time, the ViaSat representative accurately advised that she would continue to be charged for the full monthly service fee unless someone called to place the account on ViaSat’s Vacation plan
During this conversation, Mrs*** advised the ViaSat representative about her data usage concerns, and requested to speak to a supervisorUnfortunately, the call dropped when the representative attempted to place Mrs*** on holdWe apologize for any frustration she may have experienced
Mrs*** called back the same day, at which time she was advised of the August 11, service plan transitionA goodwill credit of $was also applied to her account at this time to lower the balance due to $Ms*** made a one-time payment for this amount on August 30, 2016, which was successfully collected on August 31,
In response to this complaint, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterHowever, ViaSat also shows that only GB of Mrs***’s data went towards *** video during her last billing cycle (July 28, through August 27, 2016)If Mrs***, or a member of her household, was watching ***’s *** services through a third-party device connected to her home network (e.g., a tablet or a smart phone), it would still consume her data
If Mrs*** 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 activity
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any issue he may have experienced with ViaSat
Our review of Mr***' account shows that he contacted ViaSat on February 1, regarding a connectivity
issueDuring this conversation, ViaSat's Exede Voice product was added to Mr***' accountBetween February 20, and September 28, 2015, MrBauer was charged for the Voice service times, for a total of $
Mr*** contacted ViaSat on September 27, because he was being billed for the Exede Voice product, at which time he was advised that the issue would have to be escalated to ViaSat's corporate office for reviewMr***' refund request was reviewed on September 28, 2015, at which time it was determined that ViaSat would only issue a refund for six months of Voice service
As resolution to this complaint, ViaSat will issue Mr*** a refund for the total amount he's been charged for the Voice serviceA refund for $has been issued to Mr***' payment method as of September 30, Mr*** should be advised that it may take 3-business days from the refund issue date for him to see it deposited into his account
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This resolution is all I was requesting when I contacted ViaSat/ ExedeI will wait to see if my account is credited with this amount