ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attention The Customer Agreement provided to each new customer, and signed by *** *** on December 20, 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 termOur records show Mr*** is currently 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 480pViasat’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/legalMr*** first contacted Viasat on December 24, in regards to his first month’s billMr*** requested a refund due to the fact that he was told he would only pay $109, and the Viasat representative who assisted Mr*** advised of the prorated charges involvedMr*** indicated that he would contact Viasat again to speak with a supervisor On December 30, 2017, Mr*** contacted Viasat regarding the speeds of his planMr*** was reporting download speeds of MbpsThe Viasat representative assisting him reviewed Mr*** account and a speed test revealed that Mr*** speeds were within the range for the service plan Mr*** contacted Viasat on January 19, due to the fact that he believed he was being throttled after using over GBThe Viasat representative correctly advised of the unlimited plan policies and that if Mr*** chose to disconnect, his early termination fees would be validThe call disconnected, and no changes were made to Mr*** accountOn January 20, 2018, Mr*** contacted Viasat to request a stop date of his payment method on fileThis has been completed as of January 22, In a gesture of good faith, Viasat will agree to waive half of Mr*** early termination fees should he choose to disconnect his accountMr*** will be 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 her home address within a week after her disconnection, and it will include return instructionsViasat does not agree to refund Mr*** first month of serviceIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no*** 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 causedViaSat last heard from Mr*** on July 31, via emailIn this email Mr*** requested that his account be disconnectedViaSat responded to Mr***
that same day stating that disconnects cannot be handled via email and he would need to call Customer Service to process the requestViaSat has not heard from Mr*** sinceViaSat is unsure what would have caused Mr***’s services to stop unexpectedly in September of 2016; however, ViaSat offers 24/Customer Service at *** to handle technical escalations and ViaSat did not receive any call from Mr*** during this timeMr***’s account continued to bill as ViaSat showed the services as a working status and had not heard from Mr*** On October 13, ViaSat received two chargebacks from Mr***’s bank for $eachViaSat continued to bill and the payments failed which eventually led to a non-pay suspension on January 13, Currently the account remains in the non-pay suspension with an amount due of $In order to arrive at a resolution ViaSat will agree to disconnect the account and waive the balance in fullMr*** will need to call *** and reference ticket number *** to have this performed and so the account is not sent to an outside collection agency Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale, customers are made aware of ViaSat's 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on October 24, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** called ViaSat on November 25, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Given the short time Ms***'s account has been active, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** has any additional questions regarding the equipment return policy, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have mailed back the requested equipment in the box sent to me

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,
*** ***

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 Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance PolicyThe 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 Ms*** on December 6, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files.Ms*** is currently receiving the Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis plan offers customers a 10GB monthly data allowance, and is ViaSat’s lowest-tiered planCustomers have the choice to transition their service plan to a package that better suits their needs, or purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soCustomers may also 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 Ms*** contacted ViaSat on August 20, because she’d reached 75% of her usage five days after her usage had resetDuring this conversation, the ViaSat representative reminded Ms*** of the Data Allowance Policy and reviewed her high usage days and the network traffic categories her data had gone towardsMs*** was also provided with tips on how to monitor and manage her usage throughout the month ViaSat received further communication from Ms*** on August 25, 2015, at which time she advised that she’d reached 100% of her usage and requested a one-time slow speed removalThe ViaSat representative reviewed Ms*** usage with her, advising that it’d gone towards web browsing, marketplace (e.g., iTunes, Kindle, etc.), system updates, communications (e.g., email, audio/video chat, instant messaging, etc.), storage (e.g., cloud storage, online backup, etc.), social networking, media (e.g., Netflix, YouTube, etc.), file sharing (e.g., BitTorrent, P2P sharing, etc.), miscellaneous apps, and gamingThe ViaSat representative also advised Ms*** that her highest usage day for the month had been on August 16, 2015, during which her usage had gone towards software updates and marketplaces before providing her with 5GB of free additional data to normalize her speedsMs*** did not contact ViaSat again until January 8, During this conversation, Ms*** advised that she’d exceeded her monthly data allowance, and wanted to know where her data had goneAt this time, the ViaSat representative advised Ms*** that her data had gone towards web browsing, marketplaces, social networking, media, file sharing, gaming, miscellaneous apps, system updates, and communicationsFurther review of Ms*** data usage as of January 13, shows that her highest usage day for this current billing cycle (December 16, 2015-January 16, 2016) took place on December 19, On this day, the majority of Ms*** usage went towards media, marketplaces, web browsing, and communicationsIn order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyViaSat does not agree to issue Ms*** a refund for her services as she is actively using themHowever, in order to come to a resolution to this complaint, ViaSat will apply 5GB of free additional data on January 16, 2016, Ms*** usage reset dateMs*** should be advised that this additional data will not carry over to her next billing cycle if it is not usedIf Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background of her devices, and to check her day to day activityThank 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

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,
*** ***

Thank you for bringing Mr***’s complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of
monthly Priority Data 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 signed by Mr*** on January 30,
Mr*** contacted Viasat on February 5, regarding the speed of his service, at which time it was determined that he had exceeded his monthly Priority Data allowance, and was receiving Liberty Pass speedsWhen Mr*** expressed interest in disconnection, the Viasat representative reminded him of the 24-month minimum service term and the early termination feesMr*** was guided through troubleshooting; however, his speeds remained slow due to the Liberty Pass
Our review of Mr***’s account as of February 8, shows that he is receiving Liberty Pass speeds due to exceeding his monthly Priority Data AllowanceAdditionally, Mr*** is located in an area with high network congestion, which may cause him to experience slow speeds
As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 1, Mr*** will be 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 AgreementA *** 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*** would like to move forward with the disconnection of his service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

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

Thank you for bringing Ms***’s rebuttal to Viasat’s attention. We apologize for any misinformation Ms*** may have received. Our records indicate that a supervisory Viasat representative reached out to Ms*** at her request placed on December 18, 2017, however there was no answer to the call. In regards to Ms***’s complaint against Viasat’s authorized dealer associated with her account, Viasat has previously escalated the situation and has handled it appropriatelyWe apologize if Ms*** feels otherwise. If Ms*** is requesting a list of the contacts she has made other than the one provided in the previous response, Ms*** is free to request that information with a court-ordered subpoena.Per the Customer Agreement, “because we value our subscribers, for an interruption of a significant length of time that is within our reasonable control, upon your request we may provide what we reasonably determine to be a fair and equitable adjustment to [their] account to make up for the Service interruption.” As per our previous response, Ms*** had been determined to have slow speeds on multiple occasions in regards to going over her monthly data allowanceThis is not an occurrence within Viasat’s reasonable control. In order to bring this complaint to resolution, Viasat will agree to waive half of Ms***’s early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-866-463-in reference to ticket no***.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:I don’t agree with the paying for half the service agreementWe called on Jan when the modem was hooked up after the service men left to talk about the poor connection & bad service Was hung up on twiceI tried to cancel & was told I could not & that service would get better, it did notI called again on January where I was hung up on twice and told I could not cancel service I called again on January and was hung up on and was told that I had to go to the $unlimited plan in order to get good connection and to wait for weeks for the modem to get thereI called again on February to talk about the plan and how I was not getting good connection and it was rebuffing constantlyWe tried to resolve this problem on March and cancel our program service with a viasat that but they refused to cancel our service I had to call back a second time and get my husband to cancel the service I then contacted the Revdex.com on MarchWhile during research I discovered that Viasat was also charging me $a month in hidden fees to a security coverage company that I didn’t know I was being charged forI have tried numerous times to cancel the service I’ve been told I could not cancel or not the service would improve with the new Plan or to wait until the new modem got here the whole time the company was stringing me along because when I got the unlimited plan and it started up with the new data for the month I could not watch a movieThey told me it was congestion in the area and there was nothing they could do about itWe tried to resolve this issue with them multiple times we’ve been hung up on on multiple occasions and they would not work with us at allI do not feel like I need to pay a termination fee for a service that I was promise but never met the needs they claimed This company is a bait and switch company they probably shoe good service at $a month by the time I was done with them I was up to $a month and still service had not improved one bit
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have not been able to contact their customer service after reading their last response due to a high volume of waiting callsWhile I appreciate their offer, Exede has still not answered my questionsPerhaps much of this could be avoided if they were upfront with me and have the information available or answer my questions hereOn 1/I lost 6Gb of data, no one was home, One update did take place but is was less that 11mb fileI had place a call to customer service at that time, and was told it was likely a Apple productThe only Apple that I have is an IPod with only 1GB of space left on it, it has not updated, it is on manual update, and requires 3Gb of space available to update. What is an acceptable speed during unrestricted data (12Mps)?What is an acceptable speed during restricted data (Classic Exede Plan)Why am I losing data (per their own graphs) while my modem and router are unplugged?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/09) */
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination feesEach of these points is also addressed in the Customer Agreement signed by Ms*** on
August 7, and available at exede.com/legalViaSat does not offer a trial periodThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction, and for any misunderstanding regarding the electronic signature process
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 customersPursuant 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
Ms*** is currently receiving ViaSat's Exede Evolution GB plan at $a month plus a $monthly equipment lease feeThis service plan offers unlimited access to web pages and email, and GB of monthly data for all other online activityWhile Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy
ViaSat received a call from Ms*** on August 26, 2015, at which time she requested the disconnection of her accountThe ViaSat representative reminded Ms*** of her signed Customer Agreement, and advised that the early termination fees would be valid if she moved forward with the disconnection of her accountMs*** advised she'd call back, and chose not to move forward with the disconnection of her account at that time
As Ms*** has actively been using ViaSat's service, ViaSat does not agree to waive her early termination fees in fullIn order to come to a resolution to this complaint, however, ViaSat will agree to waive half of her early termination fees if she disconnects prior to October 8, Ms*** will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale customers are made aware of additional charges for a non-standard installation. ViaSat’s certified technicians are authorized
to offer additional services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize ViaSat’s service was not installed to *** *** satisfaction and for any misunderstanding at the time of installationOn May 16, 2016, *** *** contacted ViaSat to discuss her account and request the disconnection of the servicesDuring her conversation with the ViaSat representative, *** *** did not allow to have any troubleshooting steps performedDue to this information and *** *** request to disconnect her account, her ViaSat account was disconnectedThe Customer Agreement provided to each new subscriber, signed by *** *** on April 08, 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 12, 2016, ViaSat attempted to collect $from *** *** for the applicable early termination fees; however, this payment failedDue to this, on July 5, 2016, ViaSat sent *** *** account to our outside collections agencyViaSat will not agree to waive the entire balance of $328.00; however, as a gesture of good faith, ViaSat will agree to waive half of this balance*** *** will now be responsible for $for the early termination fees, and may contact ViaSat’s 24-Hour Customer Service at *** to make a onetime paymentThank you for the opportunity to respond

ViaSat stands behind its previous responseAdditionally as of April 30, 2016, Ms***’ relocation of her ViaSat system was completedGiven the previous credits applied to her account, and that the system has been relocation, ViaSat believes Ms***’ complaint has been resolvedThank you!

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Mr***'s complaint to our attention
At the time of sale, customers are made aware of ViaSat's 24-month minimum service commitment, early termination fees, Data Allowance Policy, and that the service speeds are no
guaranteed and may varyEach of these points is addressed in the Customer Agreement, signed by Mr*** on September 3, and available at exede.com/legal
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 customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsDue 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, day-to-day activity, and the number of devices connected to a customer's in-home networkDuring "peak periods," subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area
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 customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers 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 September 14, because he was experiencing slow speedsDuring this conversation, the ViaSat representative reviewed the diagnostics from Mr***'s modem, and advised that there was an error with his throughput that was possibly impacting his speedsAfter some troubleshooting on the representative's end, the issue was resolvedThe representative also reviewed ViaSat's Data Allowance Policy with Mr***, and provided him with a breakdown of his usage and high usage daysMr*** was provided with GB of free additional data as a courtesy at this time
On September 15, 2015, Mr*** exceeded his monthly data allowance and the extra data provided to him; pursuant to the Data Allowance Policy, he speeds were slowedMr*** called ViaSat again on September 17, because he was unhappy with the serviceAt this time, Mr*** asked if ViaSat provided a 30-day grace period, and was accurately advised that ViaSat did not offer a trial period for its servicesOnce again, Mr*** was given a breakdown of his data usage and the Data Allowance Policy, and was provided with tips on how he could manage his data through the monthThe ViaSat representative provided Mr*** with GB of free additional data as a one-time courtesy
ViaSat received another call from Mr*** on September 25, regarding his service speeds and monthly data allowanceDuring this conversation, Mr*** asked if he could be supplied with additional data because he was about to exceed the GB of data he'd been providedThe ViaSat representative educated Mr*** that he could purchase additional data on an as-needed basis through ViaSat's Buy More optionWhen Mr*** explained that he was receiving slow speeds during the evening hours, it was explained to him that the service would be slow during peak times
ViaSat does not agree to waive Mr***'s early termination fees in full if he chooses to move forward with the disconnection of the serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees if Mr*** disconnections prior to November 4, Mr*** will be responsible for returning ViaSat's modem and transceiver within days after the disconnection of his account, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement
If Mr*** would like to disconnection his account with half of his early termination fees waived, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their offer to waive half the termination fee to discontinue their internet service to meThat means they will only charge $for termination and that they will reply to me via email that they will send out a technician to remove the transceiver in a timely fashion (within weeks) so I am not charged $for their negligence to remove it on time

Thank you for contacting ViaSat regarding your concerns listed belowWe apologize for any inconvenience this may have caused youAt the time of sale customers are advised 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 you on August 26, and available at exede.com/legalWe apologize if you feel these points were not communicated to your satisfactionViaSat requires that a valid payment method be on file at all timeWe apologize that you ran into some issues regarding the payment method on fileIn order to arrive at a resolution ViaSat has agreed to waive the early termination fee from your accountAt this time there is a $balance on the accountPer the disclosures that were read to you at the time of disconnection you will be responsible to send back two pieces of equipment using the prepaid shipping label and box that will be supplied by ViaSatIn the box there will be detailed instructions and pictures of the equipment that needs to be sent backThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat offered Mr*** a service call as resolution to his connectivity issues, but he declined due to the costMr*** also declined to opt into ViaSat’s EasyCare program, which would have waived the $service call feeInstead, on July 23, 2016, the account was disconnected, per his request
As ViaSat was not provided with any opportunity to assist Mr*** with his issues, and as Mr*** declined the service call, ViaSat does not agree to waive any portion of his early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat
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 advised of the early termination fees at the point of sale, and are reminded of the charge at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Ms*** contacted ViaSat on May 20, because she was experiencing a connectivity issueDuring this conversation, the ViaSat representative guided Ms*** through troubleshooting, after which it was determined that a service call would be necessary to resolve her issuesA free service call was provided to Ms***, and she was advised that her local dealer would contact her for scheduling
Ms*** contacted ViaSat again on May 26, because the dealer had not come out to fulfill the service callAt this time, it was discovered that the dealer Ms*** originally purchased service through no longer covered her areaA request was escalated to have Ms***'s sales channel changed so one of ViaSat's fulfillment technicians could complete her service callThe sales channel change was completed on May 27, 2015, and a new service call was ordered for Ms*** per her request on June 4, ViaSat's technician went out to Ms***'s home on June 5, 2015, at which time he readjusted Ms***'s dish
ViaSat had no further contact from Ms*** until September 10, 2015, when she called to disconnect her accountAt this time, a ViaSat representative placed a request for Ms***'s early termination fees to be waived; however, this request was denied as it was determined that the early termination fees would be a valid charge
Given the above-provided information, ViaSat does not agree to refund Ms***'s early termination fees
Thank you for the opportunity to respond