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 our attention
Our records show Viasat charged Mr*** $in monthly service fees on December 28, 2014, but the payment failedSubsequently, the account was suspended for nonpayment on December 30, It remained in this status until
January 7, 2015, when it was disconnected for nonpaymentMr*** called Viasat the same day regarding his account, at which time he was provided with the disconnection disclosures, including the early termination fees and return of the Viasat equipment
Mr*** equipment was marked as returned on January 26, On January 28, 2015, Viasat charged Mr*** $in early termination fees plus the existing balance due
Viasat received a call from Mr*** on February 26, regarding the balance due, at which time he was provided with a breakdown of the charges in question
On March 4, 2015, Viasat received a Revdex.com complaint from Mr*** regarding the balance dueIn response, Viasat informed Mr*** and the Revdex.com that the balance due of $was valid
Mr*** made a payment of $towards the balance due on April 17, 2015, leaving a remaining balance due of $in collections
Viasat did not have any further contact from Mr*** until March 10, 2018, at which time he advised that he had received a call from a collections agency regarding the balance due
As resolution to this complaint, Viasat will agree to have Mr*** account removed from collections with the remaining balance due of $waived in full
Thank you for 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.

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

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

Initial Business Response /* (1000, 5, 2015/08/14) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced
The Customer Agreement signed by Ms*** on September 13, (available at exede.com) states that ViaSat does not guarantee
the service will be uninterrupted or error-freeService *** be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gateway
Our records show Ms*** contacted ViaSat on March 18, because she was experiencing a connectivity issueDuring this conversation, it was determined after troubleshooting that a service call would be required for a technician to resolve Ms***'s service issuesOur records show the ViaSat technician went out to Ms***'s home on March 23, 2015, as scheduled, but Ms*** was not homeBetween March 23, and April 23, 2015, the ViaSat technician attempted to contact and go to Ms***'s home several times to resolve her issues to no avail
ViaSat had no contact from Ms*** until *** 18, 2015, when she called to have her service moved to a new addressDuring this conversation, Ms*** advised that she had not had service for two months, at which time she was offered a credit of $139.98, which she acceptedWhen Ms*** was advised that she would be required to sign a new 24-month minimum service term to transfer her service to a new location, she decided against moving forward with the process and requested the disconnection of her accountBecause she disconnected her account, the pending credit of $was cancelled
On *** 21, 2015, a technician went out to Ms***'s home to assist her with the uninstallation of the equipment
The 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIt also advises that subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box, return shipping label, and illustrated instructions within a week after an account disconnection for the return of this equipment
On June 16, 2015, ViaSat charged Ms*** $in early termination feesAs there was no payment method on file, though, no payment was collectedViaSat was alerted on June 24, that Ms*** had not returned her modem or transceiver
Ms*** contacted ViaSat on July 15, to advise that she had never received the UPS box and that the technician had taken her transceiverAt this time, the ViaSat representative advised Ms*** that ViaSat would waive the fee for the transceiver on the contingency that the modem was returnedMs*** agreed Ms*** was charged $in unreturned equipment feesOnce again, no payment was collected and the amount was added to the existing balance dueMs***'s account was sent to outside collections on August 3, for an outstanding balance of $523.50; ViaSat received her modem on August 11,
ViaSat does not agree to waive the entire balance of $in full; however, in order to come to a resolution regarding this complaint, ViaSat will waive the unreturned equipment fee of $300.00, as well as waive $from her early termination feesThis will leave Ms*** responsible for a balance due of $in early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 12, 2015/09/03) */
As of 9/2/Viasat ticket number XXXXXXXX interaction number XXXXXXXX regarding my conversation with a very helpful man named Nate Viasat is claiming I will be issued a refund check for and it should reach me by no latter than 9/16/I will inform you if the check is not issuedI will not be satisfied until Viasat clears this debt infullThank you

Initial Business Response /* (1000, 4, 2015/11/20) */
Thank you for bringing Mr*** complaint to our attentionWe apologize for any issue he *** have experienced regarding ViaSat's billing process
The Customer Agreement signed by Mr*** on June 15, states that monthly fees including
applicable taxes and surcharges are payable in advanceCustomers are also made aware of this at the time of the saleThe Customer Agreement also states that monthly fees will apply for each and every month (or portion of a month) that they are a subscriber, beginning with the date their Internet service is activated Each customer has access to ViaSat's Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in an order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation
Our records show Mr*** contacted ViaSat on September 16, to disconnect his accountDuring this conversation, Mr*** was offered $off her monthly bill for twelve months; however, Mr*** declined this offer and requested the disconnection of his ViaSat account
We apologize for any misunderstanding regarding the billing details of the service plans Mr*** account was disconnected per his request on September 16, In order to bring this complaint to resolution, ViaSat will agree to waive the balance owed of $
Thank you for the opportunity to respond

*** ***Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** was charged a total of $on December 24, for the early termination fees to the accountViaSat does not offer refunds or credits
for unused services; we apologize if Mr*** was explained otherwiseIn order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today and he will see that on his payment method that he had on file within 3-business daysThank you for allowing ViaSat the opportunity to respond

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

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any misunderstanding regarding the billing process for ViaSat's service
The Customer Agreement signed by Mrs*** on August 20, 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
Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Mrs*** payment method on file for ViaSat's servicesOn August 25, ViaSat received a call from Mr*** regarding the automatic payment of $collected on August 25, During his conversation with ViaSat's customer service representative, Mr*** was advised that this payment was valid per the Customer Agreement and that ViaSat bills a month in advanceMr*** requested that their monthly payment collection date be changed to the 28th, this change was completed; however, the payment had already been collected
ViaSat received contact again from Mr*** again on August During his conversation, Mr*** requested that his account be disconnected due to the payments being collected on the due date and that they would not be receiving a refund for the monthly paymentPer his request, Mr***'s account was disconnected
If Mr*** wishes to reconnect his account he *** do so by calling ViaSat's customer service department at XXX-XXX-XXXX and referencing ticket XXXXXXXXHowever, Mr*** will not be refunded for the previous monthly charge collectedWe believe this is a validate resolution as Mr*** had requested to disconnect his account on August 28,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the responding info is incorrect based on poor customer service
Final Business Response /* (4000, 9, 2015/09/22) */
We apologize for Mr***'s dissatisfaction in ViaSat's previous replyPer ViaSat's previous reply, Mr*** does have the option to reconnect his ViaSat account by referencing ticket XXXXXXXXViaSat believes this complaint has been resolved per our previous replyThank you!

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

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

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show MsMs*** ***
electronic signature on the Customer Agreement dated March 17, 2018.The Customer Agreement provided to each new customer, 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.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.On March 21, 2018, Ms*** contacted Viasat in order to request a disconnection of her Viasat servicesShe stated that she had not been informed of Viasat’s contract, and that her internet would appear as a line item on a DirectTV billAfter successfully disconnecting her account, a Viasat representative assisted Ms*** in submitting a complaint against the dealer, as well as a request for her early termination fees to be waived. This request was later reviewed and incorrectly rejectedWe apologize for any inconvenience this may have caused Ms***. In an offer of goodwill, and in recognition of Ms*** short time with ViasatViasat has waived Ms*** early termination fee balance of $as of May 4, 2018.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 Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this might have caused
Ms*** contacted ViaSat's customer service department on October 9, to discuss the duplicate payments taken from her bank accountHowever, at
that time ViaSat was unable to see any double charges on her account and requested that she submit documentation showing the duplicate chargesOn October 28, ViaSat did receive documentation from Ms***; however, ViaSat received an incomplete bank statementViaSat needed a day rolling bank statement with the before and after balances, but we did not receive this
On December 16, ViaSat received another fax from Ms*** showing the duplicate payments collectedHer account information was escalated to our financial department and it was determined that her payment method had been applied onto another ViaSat customer's accountNevertheless, her payment method was immediately removed and a refund of $was requested to be issued back to Ms***'s payment method on file
Currently, ViaSat has been unsuccessful at collecting a payment on Ms***'s ViaSat account since September 19, Ms***'s ViaSat account does have a past due balance of $and the services as subsequently suspendedViaSat will agree to resume Ms***'s ViaSat account and waive the current balance owedThis will bring her account to a zero balance and billing shall resume as normalMs***'s monthly payments will be approximately $
If the withdraws caused by her payment method being on anther account resulted in any overdraft fees with her bank, ViaSat would be happy to reimburse Ms*** those overdraft fees Ms*** would need to please provide a running bank statement showing the balance before and after we withdrew the money
Ms*** may remove her payment method from her account and make her monthly payments via our online systemThe MyExede (myexede.com) customer portal is your one-stop hub to manage your accountHere, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen
Given this information, ViaSat does not agree to disconnect the account with waiver of the early termination feesIf Ms*** still wishes to disconnect her ViaSat account she may do so; however, ViaSat only agrees to waive half of the early termination fees of approximately $315, not including taxes, upon receipt of the leased equipmentIf this is the route Ms*** wishes to take she may contact ViaSat's customer service department at ###-###-#### and reference ticket ***
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

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any issues she may have experienced Our records show Ms*** was receiving ViaSat’s Liberty plan at $99.99, plus applicable taxes and a $monthly lease feeThe Customer Agreement signed by Ms
*** on October 02, and available at exede.com/legal, states that ViaSat does not provide a refund for unused services regardless of when an account is disconnected On April 04, 2017, ViaSat received contact from Ms*** who requested the disconnection of her ViaSat accountDuring her conversation with the ViaSat representative Ms*** was educating on the disconnection disclosures including that her services would be disconnected at the time of the call ViaSat collected $for the monthly services on April 04, ViaSat received contact from Ms***’ April 5, 2017, at which time she requested a refund for the monthly charges collected on April 4, During her conversation, Ms*** was informed by the ViaSat representative that per the Customer Agreement these charges were valid In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Ms*** the monthly charges collected of $on April 4, Ms*** should receive the refund within three to five business daysIf she does not, please have her contact ViaSat’s 24-hour Customer Service department at ** *** Thank you for the opportunity to respond

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

Complaint: ***
I am rejecting this response because: I emailed the legal team (email address provided) on 5/and still have yet to receive a responseI have also spoken to several customer service representatives over the last two months who promised me calls and emails back from the corporate center and there has been contact or follow through from the company
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on April 17, 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.The Customer Agreement 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 Ms*** was receiving Viasat’s Liberty + Free Zone service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMs***‘s Liberty service plan provided GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.On April 22, 2018, Ms*** contacted Viasat in regards to experiencing no connectivityA Viasat representative assisted her in troubleshooting, and was able to confirm that connectivity had been restored.On April 24, 2018, Ms*** contacted Viasat to request the disconnection of her servicesShe stated the reasoning was due to speeds and her data usageA Viasat representative offered to troubleshoot Ms*** service, as well as a plan consultation to determine if the service plan she was receiving was the right fit for herMs*** decline both offersThe Viasat representative determined that Ms*** had used over her GB monthly limit, but that the speeds she was receiving were within range for her planMs*** requested that her payment method be removed from Viasat’s files, and for the disconnection to proceedA request to remove her payment method was submitted, and successfully processed on April 27, Ms*** was then read disconnection disclosures, including information about early termination fees, and the disconnection was successfully processed that same day. At this time, due to the fact that no troubleshooting was allowed, as required in the Customer Agreement, Viasat does not agree to waive Ms*** full early termination fee balanceHowever, in an offer of goodwill, Viasat will waive half of the early termination fees that will be billed to Ms*** on May 20, Her remaining balance will be approximately $180.00, not including taxes. Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she 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 her home address within a week after her disconnection, and it will include return instructions.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 *** ***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these
points are also addressed in the customer agreement signed by *** *** on February 24, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfactionViaSat understands that the service is not going to meet *** *** needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should *** *** wish to disconnect*** *** is still responsible for the current balance of $that is on the account*** *** will also receive a prepaid shipping label and box courtesy of *** once the account is disconnected to return two pieces of equipment which will be discussed at the point of cancellation When *** *** is ready to disconnect she can contact Customer Care at *** and reference ticket number *** to have the account disconnected and the early termination fees waivedThank you for allowing ViaSat the opportunity to respond