ViaSat, Inc.

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

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.

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,
*** ***

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.

Initial Business Response /* (1000, 5, 2015/10/07) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement states that monthly fees are payable in advance, and 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 feesCustomers are also made aware of this at the time of the sale Regarding the failed payment of $that charged on October 4, 2015, this is a total for the first month of service, monthly equipment lease fees, and prorated charges based on Ms***'s installation date This was explained to Ms*** on October 4, during a conversation with a ViaSat representative
We apologize for the issues Ms*** has experienced with her installationOur records show she also advised ViaSat of this issue on October 4, 2015, at which time a complaint was escalated internally for review and resolutionMs*** was also provided with a goodwill credit of $for any inconvenience she may have experiencedAs of October 5, 2015, ViaSat's Home Service Provider (HSP) is actively looking into this matter, and should be in contact with Ms*** within a week regarding resolution
In order to further resolve this complaint, ViaSat will waive the remainder of the balance due of $from Ms***'s account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waiving the remaining balance it just did not make sense to me that I would have a bill two days after I started service and paid $for the installation seems like a lot

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 attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on August 4, and available at ***, states that monthly service and lease fees are payable in advanceCustomers
are also made aware of this at the time of the saleThe Customer Agreement also advises that ViaSat does not issue refunds for unused services, regardless of when the service is disconnected
On August 8, 2016, ViaSat attempted to collect a monthly service payment of $from Ms***, but the payment failedMs*** called ViaSat on August 10, to disconnect the accountWhen she was reminded of the balance due on the account, Ms*** advised that she’d called a few days prior to her bill cycle date to request disconnection, but had been told to call back due to a system outageUnfortunately, ViaSat has no record of this interactionWe apologize for any frustration this may have caused Ms*** to experienceDuring this conversation, the ViaSat representative correctly advised Ms*** that she was responsible for returning ViaSat’s modem and transceiver, but incorrectly informed her that she would be charged an early termination feePer her request, Ms***’ call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** was advised that her 24-month minimum service term had recently expired and that she would not be charged an early termination feeThe supervisor also advised that they would waive the balance due of $from the account before processing her disconnection requestUnfortunately, the supervisor failed to waive the balance due as promised or properly note the accountWe apologize for any frustration this may have caused Ms*** to experience
As there was still a balance due on the account, on September 26, 2016, ViaSat began the process of putting Ms***’ account in collectionsMs*** called ViaSat on September 27, requesting to speak to a supervisor because she’d received a letter advising that her account would be sent to collections if the balance due wasn’t resolvedDuring her conversation with the ViaSat supervisor, Ms*** was advised that ViaSat had no record either of her calling in to disconnection prior to her bill cycle date or that the balance due was supposed to be waived; therefore, the balance due was valid
On October 3, 2016, ViaSat’s Consumer Affairs Team received an email from Ms*** regarding this issueIn response, a request was escalated to have her account removed from the collections processMs*** was advised of this the same day
We apologize for any frustration Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’ complaintViaSat did not report the delinquent balance to any credit reporting bureaus
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on December 9, and also available at ***, 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 termEarly termination fees are $a month per each remaining month in a customer’s 24-month minimum service term, and is collected in a lump sum on the customer’s next bill cycle date following disconnection
The Customer Agreement also 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
Our records show Ms*** was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
ViaSat received a call from Ms*** on January 19, because she was experiencing a connectivity issueDuring this conversation, Ms*** was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsShe was also informed that network congestion in her area was impacting her services, further slowing her speedsMs*** requested to have her service plan transitioned from the Liberty GB plan to the Liberty GB planThis was processed accordingly, with Ms*** being advised of all pertinent disclosures
On February 5, 2016, Ms*** called to disconnect her account because she was unhappy with the serviceAt this time, the ViaSat representative offered Ms*** a retention discount of 50% off her bill for three months, but Ms*** declinedThe ViaSat representative reminded Ms*** of her signed Customer Agreement and the applicable early termination fees, which Ms*** acknowledged; they also advised Ms*** that the early termination fees would be withdrawn from her account in one lump sumMs*** chose not to disconnect at that time because she wanted to discuss her funds with her bank
ViaSat received a second call from Ms*** the same day, at which time she once again requested disconnection, at which time she was reminded of the early termination feesHowever, when the ViaSAt representative offered her a 50% discount off her next three bills, Ms*** acceptedUnfortunately, the ViaSat representative did not take into account that Ms*** had transitioned her service plan and quoted her the wrong priceThe representative also failed to properly escalate the request so it would be applied to Ms***’ accountWe apologize for any frustration this may have caused Ms*** to experience
On February 12, 2016, ViaSat collected a successful payment of $from Ms*** for her monthly service fees, including prorated fees based on the date of her service plan transitionOn March 12, 2016, ViaSat charged another monthly service fee in the amount of $110.73, but the payment failed
Ms*** called ViaSat on March 14, to confirm that she was receiving the 50% off discount on her billAt this time, the ViaSat representative incorrectly advised that she would receive the discount on her April, May, and June billsMs*** made a one-time payment for the balance due of $on March 17, 2016, which was successfully collected by ViaSat on March 18,
ViaSat collected a monthly service payment of $on April 12, Ms*** called the same day regarding the discount she was supposed to be receiving for three monthsAt this time, it was determined that no discount had been placed on Ms***’ account, and a refund request for $was escalated for three months of $49.99, which should have been reduced from Ms***’ bill for three monthsThis refund was issued to Ms***’ payment method on April 13,
On May 12, 2016, ViaSat charged Ms*** $for monthly service, but the payment failedMs***’ account was subsequently suspended for nonpayment of service on May 15, Ms*** called ViaSat on May 16, to disconnect her account because she had not received her discountAt this time, the ViaSat representative reminded Ms*** that she had received a refund for the errorAs Ms*** still wanted to disconnect, the ViaSat representative reminded her of her signed Customer Agreement, early termination fees, unpaid balance of $110.73, and the leased equipment return requirements before processing her request
ViaSat received Ms***’ modem and transceiver on June 4, On June 16, 2016, ViaSat successfully collected a payment of $for her early termination fees ($269.00) and the unpaid monthly service fees ($110.73)
Ms*** called ViaSat on July 5, regarding the payment and to request a refund of half of the charge of $379.73, at which time she was advised that the charge was valid and would not be refundedShe was also advised at this time that the charge of $was for unpaid monthly service fees and the early termination feesThis information was reiterated to her on August 11,
In order to resolve this complaint, ViaSat will issue a refund of $for May’s monthly servicesThis refund has been issued to her payment method as of August 15, 2016, and it make take her three to five business days to see it deposited into her account
We apologize for any frustration or confusion Ms*** may have experiencedThank 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

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

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,
*** ***

(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 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

(The consumer indicated he/she DID NOT accept the response from the business.)
The main concern was that Viasat cannot provide information about the overusageThis is, in and of itself, an obvious issueIf they can't provide evidence of overuse, how can they allow our services to be restricted? I do not accept their response and will need to look for another providerThanks for your help, thoughThe Revdex.com has been very responsive with this assistance

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

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 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.

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