ViaSat, Inc.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Mr*** filed his first Revdex.com complaint, ViaSat stated they would waive all the early termination fees and issue a refund back of $for the previous months
chargeViaSat followed through with this and removed the charges and issued the refund of $on January 28, Mr*** proceeded to dispute this charge of $with his financial institution or bank which resulted in a chargeback of $to ViaSatThis means Mr*** not only received the refund of $from ViaSat he also received the refund of $back from his financial institution or bank which passed the charge on to ViaSatViaSat placed this charge back on to Mr***’s account as it was a valid chargeIf Mr*** feels this is not the case he will need to check with his financial institution or bank as we show he was refunded by both ViaSat and his financial institution or bankOn March 21, ViaSat sent the $charge to an outside collection agency as it was not paidThis charge is a valid charge and will not be removed from the account until Mr*** calls the collection agency and pays the $Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention The Customer Agreement signed by *** *** on March 15, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.
Our records show that Viasat charged Mr*** $in monthly service fees on March 16, 2018; however, the payment was failed by the bank for insufficient fundsMr*** contacted Viasat multiple times on March 19, regarding a $charge he had incurred from his bankThe Viasat representatives advised Mr*** that this charge was not from Viasat and that he may want to check with his bank as to where the $charge came fromMr*** confirmed that he would contact his bank for further information On March 26, 2018, Mr*** account was suspended for nonpayment of serviceMr*** contacted Viasat the same day inquiring why he had been charged the $The Viasat representative advised Mr*** that this may be an overdraft fee from his bankMr*** requested to disconnect his service at this timeThe Viasat representative read Mr*** the disconnect disclosures, including information regarding his early termination fees, and processed the disconnection The Customer Agreement commits customers 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 termAs a resolution to Mr*** complaint, Viasat will agree to adjust off the past due balance of $However, Viasat does not agree to waive Mr*** early termination fees 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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr*** *** on December 31, 2016, 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.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 feesCustomers are responsible for returning the equipment associated with their original account.On February 5, 2018, Mr*** contacted Viasat in regards to moving his services or buying out his two year contractA Viasat representative assisted him by advising him of Viasat’s policies regarding moves, and his options for new plansThe representative offered Mr*** a free month of service on his new account should he chose to move, and provided the contact information to his local dealer. On February 9, 2018, Viasat received contact from Mr***, who stated that he had contacted his local dealer to set up his move order, but the dealer was unavailable at the timeA Viasat representative assisted him in finding the contact information to other Viasat authorized dealers local to his new area.Viasat did not hear back from Mr*** until February 22, 2018, when Mr*** requested to disconnect his services due to his local dealer attempting to charge him for his installationWe apologize for any inconvenience this might have caused Mr***A Viasat representative offered to change Mr*** sales channel in an attempt to help him reconnect his services, however Mr*** declined and chose to proceed with his disconnectionThe Viasat representative read Mr*** the disconnection disclosures, including information on early termination feesThe disconnection was processed the same day.On March 1, 2018, Mr*** was billed $for early termination feesViasat was successful in taking a payment that day. In resolution to this complaint, and in an offer of goodwill, Viasat has processed a refund of the $charged to Mr***The refund was processed on March 29, 2018, and Mr*** should see the funds within the next three to five business days. If Mr*** has any further questions, or would like to request new services, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.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
Although I do not agree with the accuracy of the speed check or the download information In fact I find it to be false I also have a brand new computer and router just purchased less than months ago so I don't believe it's equipment eitherI believe this company has made excuse after excuse on why they suck I've read thousands of customer complaints and reviews invoiceThe horrible service people have received I find it hard to believe that it's the people's fault This company has taken my money for to long and cost me too much money and that's that's the only reason I'm excepting this offerJust want to make that clear with themI would like to thank the better business and Federal Communications Commission for helping with this matterNext questionwill I have to contact this awful company to end my services or how does that work? Please advice me Oh and please don't give them an A plus rating when they have over a thousand bad reviews.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/07) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs*** made a payment of $on 11/28/and processed her disconnection on 11/30/ViaSat does not offer
refunds for unused services and this is disclosed at the time of disconnectionIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms*** today 12/7/and she will see this refund back into her account within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as payment will be refunded as specified above I am satisfied

Thank you for bringing Ms***’s complaint to our attention.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, signed by MsEva
*** on January 18, 2014. A UPS 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 instructionsCustomers are advised of this at the time of disconnection. On February 11, 2018, Ms*** contacted Viasat in order to request a disconnection of her servicesShe requested that the disconnection take place on February 23, At the time, disconnection disclosures were read, including information on returning her Viasat leased equipment. Unfortunately, her request to disconnect the account was not processed due to a technical error, and Ms*** contacted Viasat on February 24, to request the disconnection of her accountShe was again read disconnection disclosures, including information on returning her Viasat leased equipmentMs*** requested a refund for the monthly billing charges that had been charged the same day in the amount of $A Viasat representative assisted Ms*** in submitting a request, and the refund was processed as of March 6, 2018. On March 29, 2018, Ms*** contacted Viasat in order to request a new return kit for her equipmentShe stated that she had advised the disconnecting representative that she would not be at the location until May, which would delay the return of the equipmentThe Viasat representative assisted her in requesting a new return kit, which Ms*** should receive in the next five to seven business days. In resolution to this complaint, Viasat will agree to waive Ms***’s unreturned fees in good faith that Ms*** will still return her Viasat equipment at her earliest convenience. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 10, 2015/12/31) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also
addressed on the first page of the Customer Agreement, signed by Mr*** on December 19, (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 work
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
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy The Data Allowance Policy applicable to MrNapier's plan is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by Mr*** (also available at exede.com/legal)ViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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 soAlternatively, 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
Mr*** contacted ViaSat on fourteen separate occasions to discuss the Data Allowance Policy with a ViaSat representativeDuring his conversation with a ViaSat representative on October 23, 2015, Mr*** was educated that his usage was being utilized on Software updatesMr*** informed the representative that this usage was not caused by his household, but believed to be his neighborAs a gesture of good faith ViaSat applied GB's of additional usage to Mr***'s account
On November 10, Mr*** contacted ViaSat's customer service department again to discuss his usage and request the disconnection of his ViaSat accountDuring his conversation he was again advised of the usage, and the fees associated with the disconnection of his ViaSat account
In order to bring this complaint to a resolution and as a gesture of good faith ViaSat will agree to refund the charge associated with the early termination fees; however, ViaSat does not agree to refund any charges associated with Mr***'s monthly servicesA refund of $will be issued to Mr***'s payment method on file and should be received within three to five business daysIf he does not receive this refund within this time period, please contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 12, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on July 2, 2013, 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 also 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.Ms*** contacted Viasat on July 24, in regards to intermittent connectivityIt was determined that the problem was with her modem, and a service call was ordered, which was completed on July 27, The technician assigned to the work order advised that the alignment of Ms*** dish was off, and had been realigned. There were no further calls from Ms*** to indicate she was experiencing any service issues.Ms*** contacted Viasat on November 23, in order to request a disconnection of her servicesShe stated that she was movingThe Viasat representative offered to move Viasat’s service with her, but Ms*** declined, stating that her new location already had serviceMs*** was advised of disconnection disclosures, including the approximate amount of her early termination fees and return of her Viasat leased equipment, and the account was successfully disconnected that day. On October 4, 2013, Ms*** billing cycle date, she was billed $for early termination feesViasat was unsuccessful in taking a payment, and thus the amount remained on Ms*** account as a past due balance until January 3, 2014, when the balance was written off to Viasat’s outside collections agencies. There was no further contact on Ms*** account until March 13, 2018, when Ms*** contacted Viasat multiple times due to receiving a call from one of Viasat’s authorized outside collections agencies regarding her past due balanceMs*** was correctly advised that the charges were valid.At this time, Viasat does not agree to waive the past due balance on Ms*** account as Viasat was not allowed to troubleshoot Ms*** services for any issues that may have been occurring, as required per the Customer AgreementViasat feels that all appropriate actions have been taken.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 this rebuttal to our attention. Upon receipt of Mr***’s initial complaint, ViaSat identified that when he was refunded the $on October 22, 2016, an error occurred caused the duplicate charge of $to occurNevertheless, on October 27, 2016, ViaSat refunded Mr*** $to cover the additional fee and any outstanding fees that were not originally refundedMr*** should receive this refund within three to five business days. Thank you for the opportunity to respond. Tell us why here

Initial Business Response /* (1000, 4, 2015/12/07) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he 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; it is also addressed on the first page of the Customer Agreement, signed by Mr*** on July 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 work
The Customer Agreement also advises customers that the service speeds are not guaranteed and may varyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mr*** was receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCustomers 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 soAlternatively, 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 costOur records show that since his installation on July 27, 2015, Mr*** purchased a total of GB of additional data
Mr*** contacted ViaSat on November 3, via online chat with questions about his data consumptionDuring this conversation, a ViaSat representative reminded Mr*** of the above-mentioned information regarding ViaSat's Data Allowance PolicyMr*** was provided with information on the causes of high usage, how he could monitor his usage via ViaSat's account management portal at myexede.net, and the other service plans available in his areaThe ViaSat representative advised that the majority of his usage for that billing period had gone towards web browsing, marketplaces (e.g., iTunes App Store, Kindle, etc.), software updates, media (e.g., YouTube, Netflix, Spotify, etc.), social networking, online storage (e.g., iCloud, Dropbox, etc.), communication, file sharingWhen Mr*** advised that he unplugged his modem when not in use, the representative explained that the modem had to remain powered on in order to accurately update a customer's usage meter at myexede.net
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 display the correct usage
ViaSat did not hear back from Mr*** until December 3, 2015, at which time he requested the disconnection of his account due to his dissatisfaction with the data allowancesDuring this conversation, the ViaSat representative offered to review Mr***'s usage with him, but Mr*** declinedAt this time, the ViaSat representative reminded Mr*** of his signed Customer Agreement, the 24-month minimum service term, and the applicable early termination fees before processing his disconnection 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In consideration of the above-provided information, ViaSat does not agree to waive any portion of Mr***'s early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as I'm concerned, Viasat is fabricating useage for clientsI don't do social media, ITunes, Icloud or ap store or file sharingAfter that conversation on November 3rd, I left my modem on, and still had increased useage according to viasatI had to buy more data, and every month, would have to buy moreDuring the month of November, the same thing occurredMost of my data allowance dissappeared in days, and for the remainder of the period, I used only gigs? Viasat totally drives the busIf they say you used data, and tell you what you supposedly used it on, there is no discussionThat's like going to a restaurant, sitting down, and getting presented with a ***"our server says she already served you.You ate live and onions." End of discussionDoes Revdex.com accept that this company tells a customer what they used without substantive proof, and that's the end of discussion? Viasat could say anything, and that's thatHow does that not look like a scam? Consumers are getting ripped off and Revdex.com is ok because viasat's been in businessIf so many customers report the same experience, and nothing is taken seriously, then there is no legitimate watchdogWhen there is a class action lawsuit, sign me upI have a small businessIf I receive a complaint, I have to settle that complaint that my customer will agree toI don't agree to this
As far as me not contacting them again, I knew I'd get stonewalledThere would be no sense in going through that process again
I show a picture of their billing, and my usageAs is shown, the trend is more usage in almost every monthThat makes no senseAnd viasat saying that I should have contacted them againIn days I supposedly used 41% of my data? What would they say?
I left the modem on, and turned off my computers when not usedNothing changedTheir representative had no response when I asked where in their documents did it say to leave on the modemNow they're saying it was in the print at the bottom of the page? Their expert didn't know that?..or did that just get added? I suspect there will always be some excuseIt was an experience I'd never recommend to anyone
Final Business Response /* (4000, 8, 2015/12/09) */
Thank you for bringing Mr***'s complaint to our attention
Once again, ViaSat does not agree to waive Mr***'s early termination fees of approximately $in fullHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to waive half of the amountThis will leave Mr*** responsible for a payment of approximately $This request has been escalated internally as of today, December 9,
Thank you for the opportunity to respond
Final Consumer Response /* (2000, 10, 2015/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If I took this to small claims court, that is most likely the resolution I would get from a judgeWhat concerns me is that Viasat isn't likely to fix the real problemThey haven't addressed the issue of overcharging, which was the problem in the first placeCustomers are at the mercy of this practice.There doesn't seem to be any intent, or motivation to change

Thank you for bringing Ms*** complaint to our attentionThe Customer Agreement, signed by Ms*** on December 16, and available at exede.com/legal, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to
return the equipment within this timeframe will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free shipping label, and illustrated instructions within a week after disconnectionAny request for a technician’s assistance in uninstalling the equipment is associated with a standard $service call fee if a customer does not have the EasyCare programMs*** called on February 15, to request the disconnection of her service, at which time she was informed of the disconnection disclosures, including the return of the equipment, before her request was processedWhen Ms*** said she would need assistance removing the transceiver, she was informed of the above-referenced service call feeWhen Ms*** continued to dispute the service call fee, the Viasat representative reached out to a supervisor, who approved a free service call as a gesture of goodwillOn February 19, 2018, Viasat’s technician called Mr*** to confirm the appointment, at which time she informed that she no longer needed the service call. Due to an error, Viasat charged Ms*** $for the service call fee plus applicable taxes on February 20, Ms*** called the same day to dispute the charge, advising that the technician had not fulfilled the service callShe also advised that she had incurred overdraft fees with her bank due to Viasat’s chargeThe Viasat representative correctly advised Ms*** that she would need to fax in a copy of her bank statement showing that the Viasat charge caused her to go into overdraftPer her request, Ms*** was transferred to a supervisor, who informed her that a refund request for the service call fee would be created. It was also reiterated to Ms*** at this time that she would need to fax in her bank statements for reimbursement of the overdraft fees. As a resolution to this complaint, Viasat will issue a refund of $to Ms*** payment method on file. Ms*** should be informed that it may take to business days from the issue date for her to see the amount deposited. In regards to Ms*** overdraft fees, she will need to provide a rolling 30-day bank statement showing that a Viasat charge caused her account to go into overdraft. This statement should show Ms*** balance prior to the Viasat charge, the Viasat charge, and the subsequent overdraft feesMs*** should black out any personal information such as her bank account number. This documentation can be sent to Viasat via fax at 720-228-Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I accept the resolution I do not find Exede Viasats business practices acceptable
Although I find the resolution satisfactory I just wanted to comment on Exede Viasat's business practices. I should never have been charged anything without receiving an invoice of the equipment returned and the amount of each (either by e-mail or postal mail) On the phone I was told a different lesser amount I would be receiving, and when asked nobody could explain to me the charges.Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize or any inconvenience this may have causedViaSat has received two previous FCC complaints from Mr*** concerning the same issuesEach time ViaSat has provided Mr*** with a resolutionViaSat’s last response
came on November 17, ViaSat responded to Mr*** with the following message: Mr*** is currently receiving ViaSat’s Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly data, download speeds up to Mbps, and upload speeds up to MbpsIt also comes with a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costAlternatively, customers 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 so. The Customer Agreement, signed by Mrs*** ***, the account holder, on July 14, 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 gatewayDue 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 use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisementsAt the time of sale, customers are informed that speeds may vary and are not guaranteedOur records show Mr*** called in with a connectivity concern on November 3, 2016, at which time he was advised that his service was being impacted by a network outageHe called again on November 9, because his speeds were slow during the Late Night Free ZoneAt this time, the ViaSat representative guided Mr*** through troubleshooting, after which his speeds increasedIf Mr*** has any further concerns regarding his service speeds, he may contact ViaSat’s 24-hour Customer Service Department at *** for assistance and troubleshooting." ViaSat understands that Mr*** may still be experiencing issues which would need to have troubleshooting performedMr*** will need to contact ViaSat so this can be performedThank you for allowing ViaSat the opportunity to respondTell us why here

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 provided no further unauthorized charges are madeIf yet another charge appears, we'll need to reopen this complaint
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** ordered service on May 24, 2018, with installation scheduled for May 26,
On May 25, 2018, the Viasat technician advised that he had been in Ms*** area previously and that there was no
line of sight required for the Viasat serviceThe Viasat technician attempted to contact Ms*** to inform her of this, but there was no answerThe installation order was placed in a pending cancellation status
Ms*** called Viasat on May 26, because her service call had gone unfulfilledAt this time, the Viasat representative informed of her the technician’s assessment of her areaAs Ms*** requested a second opinion, the Viasat representative attempted to reschedule Ms*** appointment, but there were no slots availableThe Viasat representative escalated an alert regarding the calendar availability issue, and offered her a goodwill credit of $to be applied to her account once it was activeMs*** acceptedLater the same day, the technician once again advised that there was no line of sight at Ms*** property, and closed the calendar escalationThe installation order was once again placed in a pending cancellation status
On May 28, 2018, Ms*** called to cancel her account as her service call was not being fulfilled; however, she agreed to retain the account after she accepted a discount offer of $off for six monthsAs there were still no dates available on the calendar, the Viasat representative created another escalation for the matterOnce again, as it was determined that Ms*** area does not have a line of sight, the escalation was closed
Ms*** called Viasat back on June 5, to cancel her account because it had never been installedThe Viasat representative reviewed the installation order, and reiterated the information left by the technicianIt was also recommended that Ms*** call Viasat’s Sales Department to see if there was another service in her area that could gain a line of sightThe Viasat representative advised that once the account had bene created, Viasat could escalate the installation internally for review and processingMs*** advised she would call back
As Ms*** has canceled her account, Viasat is unable to escalate furtherMs*** is free to call Viasat’s Sales Department at 1-844-605-to order service; however, Viasat cannot guarantee that line of sight will be able to be achieved based on her location
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: This company is not helping me solve the issue. My internet use is no different than it has ever been , in fact I was out of town for days in October so my use should have been less than normal. If this is due to a *** ** issue this company needs to help me set up specific update times so I am updating during the free time. After I filed my complaint with the Revdex.com my internet has completely been out on two different days, requiring me to call the company and super slow when it does work. I want this issue fixed without needing to upgrade to a different or higher cost plan. I have had years of not going over my limit and am doing nothing different. Now wild Blue is saying there must be a problem with their equipment and I have a service call set up for tomorrow requiring me to take time off work and lose income. Last week they told me there was no problem with my equipment. I get a different answer every time I call. I can update the Revdex.com on Friday after my service call to see if any actual help is received tomorrow to resolve this issue
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable and further demonstrates the poor customer service of ViasatI am unable to have satellite installed on pole mount due to landlord's stipulations and no early termination fee should occurFurthermore, after reading numerous other complaints on this website, no additional equipment fees should occurBox will be mailed with equipment once it is receivedIn numerous oh her complaints, Viasat charges customers even though box has been shipped back

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 Ms*** on July 1, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat understands that the services are not meeting the needs or expectations for Ms***In order to arrive at resolution ViaSat is willing to waive the early termination fees should Ms*** wish to disconnect the accountMs*** will need to contact customer care at *** and reference ticket number *** to have the account disconnected and to have the disclosures readMs*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box that is sent courtesy of *** once the account is disconnectedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr*** *** on December 5, 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.Our records show Mr*** was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement 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.On March 7, 2018, Mr*** contacted Viasat in regards to experiencing slow speedsThe Viasat representative assisting him rebooted his modem and advised that he had reached GB, but that his usage would reset the next dayMr*** requested information about his contract, and he was advised that he was still within contract.On March 12, 2018, Mr*** contacted Viasat in order to request a disconnection of servicesHe was offered troubleshooting by the Viasat representative assisting him, but Mr*** declinedThe representative correctly advised Mr*** that Viasat does not provide a prorated refund for services regardless of when service is disconnectedThe representative offered a $credit for the inconvenience Mr*** experienced with the previous representative, and Mr*** accepted.At this time, Viasat does not agree to waive the full early termination fee balance due to being unable to troubleshoot Mr*** service for issues, as required per the Customer AgreementIn order to bring this complaint to resolution, Viasat will agree to waive half of the balance of the early termination feesMr*** will still be responsible for approximately $150, not including any credit that he may have receivedViasat also does not agree to provide a prorated refund for services, as Mr*** was offered a future dated disconnect and declined the offer. 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.