ViaSat, Inc.

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 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

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,
*** ***

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

Thank you for bringing 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

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data
usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.The Customer Agreement provided to each new customer, and signed by Mr*** *** on March 14, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement and also available at exede.com/legalOur records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of internet uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.On March 29, 2018, Mr*** contacted Viasat to request to disconnect his servicesHe stated that the internet service was not working for him, as he could not even play video games on itA Viasat representative assisted him in escalating a request for his account to be reviewed for a point of sale disputeMr*** elected to wait for the request to be completed and to not disconnect his account at that time.On April 6, 2018, Mr*** contacted Viasat to request the disconnection of his servicesHe requested to stop date his payment method, which was successfully completed on April 7, Mr*** also requested for a waiver of early termination fees to be considered due to the service not meeting his needs, which the Viasat representative assisting him submittedMr*** account was successfully disconnected that day. On April 16, 2018, Mr*** was billed $in early termination feesDue to the stop dated payment method, Viasat was unsuccessful in taking the payment. In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees for Mr*** in the amount of $This credit has been placed on Mr*** account as of April 24, 2018. Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

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

Thank you for bringing 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 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

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 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,
*** ***

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*** 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***’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

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement signed by Ms*** on November 1, states that all monthly fees are payable in advance. Customers are also made aware of this at the time
of the sale. Regarding the charge to Ms***’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on November 4, The customer agreement would have been signed through the computer as the customer agreement comes through email and would have had to been signed by the customer at the point of installation in order for the services to be activatedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms*** on November 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat has already honored the chargeback of $from Ms***’s financial institutionAlong with honoring the chargeback ViaSat has removed the charge for $for the early termination fees from the account Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I hereby agree to all payment terms offered in the most recent response to my complaintI only have one issue to addressThe document of the agreement displays an E-signature on the year agreementThis quite simply is impossible since I have never been on their website for any reason thus farHow did this happen? The only communication I have had with Excede before filing my complaint with the Revdex.com was a phone call to the Shady sales Rep*** inquiring about the internet service, and the very courteous and professional installer at time of installThe only documentation I have signed was the paperwork presented to me by the installer on the day of install confirming my hoto ExcedeI want to thank Excede/Wild Blue for their attention and quick response resolving this matter. Sincerely; *** ***

Thank you for bringing Mr*** rebuttal to our attention
Our records show he contacted Viasat on December 20, to disconnect, but was informed that Viasat’s Retention Team was not availableMr*** was offered and declined a retention discount offer of $off his bill per month for months during this conversation
As resolution to this complaint, Viasat has disconnected Mr*** account was of December 28, with the balance due of $for monthly service and his early termination fees waived in full
Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructionsMr*** should be informed that any request for a technician’s assistance with uninstalling the equipment is associated with a $service call feeIf he would like this service call, he will need to call into Viasat’s 24-hour Customer Service Department
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I previously filed a report with Revdex.com for NUMEROUS reasons about months ago describing the horrible business practices that exede had shown me and named many, many reasons why I was filing the reportAfter filing the report, I was approached by an exede employee who offered for me to cancel my service and to waive the early termination feesI agreed to thatHe gave me a reference number to give the customer service representative when cancelling my account to waive the early termination feesWhich I didAfter asking the representative NUMEROUS times if the fees were waived, he reassured me NUMEROUS times that they were in fact waivedAwesomeMy year long nightmare experience with exede was finally overOnly it wasn'tweeks later I happened to be looking at my bank statement only to find a charge from exede internet for $on 12/24/2016, weeks AFTER I had cancelled my accountUpon calling them to figure out why they took $from me, they informed me that it was for the early termination feeThe early termination fee that I had been assured and reassured numerous times was not going to be charged to meSo not only does the representative lie to me saying that I wouldnt be charged an early termination fee, but they still feel entitled to go behind my back and into my bank account and take my money weeks after I cancel my service with them and after they promised and assured me that my early termination fee would be voidedThis was all done with absolutely NO warningMeaning that I never received any email, no phone call, no letter in the mail, nothingThey just took my money.I now had to take time out of my day at work to call them to figure out why I was charged, and also time to call my bank to block any further charges that exede may feel entitled to without telling me. Give me back the money from my bank account that you unrightfully stole from me with no warning or explanation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I called Excede (via sat) and they checked and my modem is completely down and not getting any signalI had to add a care plan and pay more to get them to schedule a time to fix this They may have slowed it down at some point but the lights on modem are not correct and over the phone their customer service told me I was completely downI don't feel I should have to pay extra for them to fix their equipment that was made clear to me it was their equipment If I'm being held to my two year contract then they should have to fix the equipment so they can offer me the service they promised free of charge I could see if it was my equipment, but it belongs to them
Sincerely,
*** ***