ViaSat, Inc.

Thank you for bringing your complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation The Customer Agreement provided to each new subscriber, signed on March 22, and also available at exede.com/legal, states ViaSat 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 termOn June 1, 2016, a ViaSat representative made contact with you regarding the early termination feesIn order to bring the complaint to resolution and as the fees had yet to be collected, the representative agreed to waive the early termination fees of $ Given this information, ViaSat believes that this complaint has been resolvedThank 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 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.

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

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*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale, customers are informed that speeds may vary and are not guaranteedThese points are also addressed in the Customer Agreement signed by Mr*** on
December 8, and available at ***. Due 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 activityWe apologize if Ms*** feels these points were not communicated to her satisfaction The Customer Agreement also advises that the service is not guaranteed 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 gatewayViaSat has no records showing that Ms*** was experiencing any connectivity or speeds issues for the times she is givingUpon further review of the account Ms*** was receiving the services and using the gigabytes during those timesSince December ViaSat has credited Ms*** account a total of $In order to arrive at a resolution ViaSat will add two more months’ worth of credits to the account; however, there will be no further credits added to the accountThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Ms*** complaint to our attention.Our records indicate that Ms*** contacted Viasat on January 18, and requested to speak to a supervisory Viasat representativeUnfortunately at the time, none were available to assist her, and the Viasat representative Ms
*** was speaking with offered to place her on a callback listMs*** accepted. On January 19, 2018, a supervisory Viasat representative attempted to contact Ms***, but received no answerDue to this, no request was placed to honor the original agreement Viasat had entered into with Ms***We apologize for any inconvenience this may have caused Ms***. On January 23, 2018, Ms*** requested disconnection of her services took placeOn January 24, 2018, Ms*** bill cycled, causing the full amount of her early termination fees to be billed to the payment method on filePer the Customer Agreement, signed by Ms*** *** on November 22, 2017, Viasat is authorized to take all applicable fees from the payment method on file. In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees as per the original agreement made with Ms***, as well as any overdraft fees that may have resulted from the full charge of the early termination feesA refund of $has been processed to the payment method on file as of January 29, Regarding the refund of the overdraft fees, Ms*** will need to please provide a running bank statement showing the balance before and after we withdrew the money, and the total amount of overdraft fees incurredShe may send this statement to [email protected] in reference to ticket no***. Ms*** is still 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 instructionsIf she 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

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***'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

We apologize if *** *** did not receive the welcome email; however, all information listed in the welcome email is also addressed in the customer agreement signed by *** *** on June 18, An account cannot be established without the customer’s electronic signature. ViaSat does not recommend certain gaming with ViaSat’s serviceThere are many games that will not perform well over ViaSat’s Exede networkThis is due to inherent latency and the laws of physics, because the signal has to travel 22,miles up to the satellite and 22,miles down to Earth againViaSat has identified various online games that appear to work well on our networkViaSat makes every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellitesMany online games will experience a noticeable lag or delayed effect, which is and expected with any satellite internet networkViaSat cannot guarantee that any real-time game will work on the Exede networkIn addition, Section of the Customer Agreement, clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.” At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishA UPS box with a free return shipping label will be delivered to *** *** home address within a week after his disconnection, and will include return instructions*** *** account was not disconnected due to an error; however, there has only been one attempt by ViaSat to collect payment for $This payment failedPer *** *** request, ViaSat disconnected his account on July 6, and per our previous reply, ViaSat will waive half of the early termination fees*** *** is required to make a payment for the past due balance of $Also, as stated in ViaSat’s previous response, if *** *** requires assistance with returning his ViaSat equipment, a lease recovery service call can be scheduledViaSat will agree to waive any fees associated with this service callHe may call ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** to schedule this service call Thank you!

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

Thank you for bringing *** ***’ 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

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 Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** purchases ViaSat’s Internet service on a wholesale basis and resells it to customers under the *** brand. *** manages all customer functions of this
process including sales, technical service, customer service and invoicing. As a result, we do not have access to Mr***’s account history. In order to expedite a response to Mr***, we have forwarded his complaint to our contact at *** Thank you for allowing ViaSat 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 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

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 feesMs*** 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 *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused. *** ***’s original ViaSat account, ***, was established via an authorized dealer on August 29, 2014. On March 16, 2015, ***
***’s new account, ***, was established via this same authorized dealerHowever, *** ***’s original ViaSat account was never disconnected nor was ViaSat made aware that a new account was created. On August 7, 2017, *** *** contacted ViaSat to request the disconnection of his ViaSat account (***) as he was movingAnd on, September 1, 2017, he contacted ViaSat again to discuss the charges he had on both accounts between March and August As ViaSat was never made aware that *** *** had created a new account, the ViaSat representative declined his request for a refund of all charges collected during this time. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to issue a refund for the charges collected between March and August 2017. ViaSat has requested to have a refund check issued to *** ***; however, we would like to validate his address prior to mailing this to himIf *** *** could please contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** we will move forward with requesting and issuing a check for the duplicate charges

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on March 7, and available at exede.com/legal, advises that ViaSat does not guarantee the 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 gatewayAdditionally, the Customer Agreement also informs that the speed of the service is not guaranteed and may varyCustomers are made aware of this at the point of sale
Our records show Mr*** called ViaSat several times between August 7, and September 15, regarding his connectionDuring this timeframe, Mr*** was provided with four service calls and credits totaling $During the service calls, Mr*** had his ViaSat equipment reinstalled several times
ViaSat did not hear back from Mr*** until March 26, because his modem was offlineThe ViaSat representative offered troubleshooting; however, during the conversation, the call dropped
Mr*** did not call back until June 12, 2017, at which time he requested the disconnection of his service due to his connectivity issuesPer Mr***’s request, the ViaSat representative escalated a request to have Mr***’s early termination fees waivedOn June 15, 2017, it was determined that the fees were valid, and the waiver request was deniedSubsequently, on July 8, 2017, Mr*** was charged $in early termination fees ($119.52) plus a failed monthly service payment of $that billed on June 8, As there was no payment method on file, no amount was collected
ViaSat received a call from Mr*** on July 28, regarding the balance due, at which time he was informed that the early termination fee waiver request had been deniedOn July 31, 2017, Mr***’s account was sent to an outside collections agency for further action on the balance due
As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waived in fullViaSat did not report Mr***’s account to any credit agencies
Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat advises at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
Since his May 25, 2015, Mr*** has only advised ViaSat of issues he may have experienced with the speed of his service onceDuring the March 30, conversation, Mr*** was advised that his service was being impacted by network congestionNetwork congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area.’
Once again, ViaSat does not agree to waive Mr***’s early termination feesA credit of $for a free month of service has been applied to his account as of September 19,
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I would love to hear the original order process of my phone callI have asked there reps to get that for me every monthThis is and a lieI never verbally agreed to anything or knowingly signed anything! It was NOT a contract when I signed onThere sales rep repeated this several timesPlease provide recording or proof of these claims.
Sincerely,
*** ***