ViaSat, Inc.

Complaint: ***
I am rejecting this response because: I pay the same amount as one of there regular customers and get NO service technical or otherwise from them or *** **This is a joke how do you call this customer service they need to fix thisThis back and forth routine is a jokeI have filled a complaint with the Attorney General of the State of Missouri please let this compant know thisThis is not going awayI can see why they have a 97% negative rating with the Revdex.com
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The "service" that I was provided includes extended outages. Also, once the new billing period started my Exede account stated that I already utilized 97% of my data. That is inaccurate because when the billing cycle rolled over our internet was down. I am not going to pay for someone to come out and "service" my internet because I'm not going to pay that almost $fee. There are more reliable, less expensive, and no data cap services out there which took me some time to find. I'm currently in New York until my enlistment ends and I cannot even talk to my wife because the WiFi calling has such poor service over a satellite connection. It is obvious that Exede and ViaSat do not care about there customers and that they are running a scheme that sticks people with terrible internet services. I will also be contacting the FCC on this matter
Sincerely,
Mark Kinghorn

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on June 6, 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.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.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.On June 25, 2018, Ms*** contacted Viasat to request to disconnect her Viasat services due to finding another providerA Viasat representative assisted Ms*** by offering to troubleshoot her services once the weather outage that had been occurring at the time had clearedMs*** accepted this offer, and no change was made to her account.On June 26, 2018, Ms*** contacted Viasat to request the disconnection of her account due to experiencing poor connectivityA Viasat representative advised Ms*** of the early termination fees that would be assessed should she choose to disconnect her servicesMs*** stated that she had not been aware of a contractThe Viasat representative offered Ms*** the opportunity to troubleshoot her services, which Ms*** stated she would accept on a contact backThe Viasat representative advised Ms*** that if our Service Assurance Center (SAC) or a service call were unable to resolve her connectivity issues, an early termination fee waiver could be considered.On June 29, 2018, Mr*** contacted Viasat to request a disconnection of the services due to experiencing slow speeds with the serviceA Viasat representative offered to transition Mr*** to a plan that would better suit his needs with a recurring discount, which Mr*** declinedMr*** stated that when Ms*** had signed up for the service, she was not advised of the 24-month contract required by ViasatA Viasat representative advised Mr*** that a service call could be created to have the technician inspect the equipment for defaultMr*** accepted this offer and requested to submit a complaint against their installing technician, which the Viasat representative successfully completed. On July 2, 2018, Ms*** contacted Viasat to request a disconnection of her Viasat services due to experiencing poor connectivityA Viasat representative reviewed Ms***’s account and the notes from Ms***’s service call, which stated that no work was needed from the technician as there were no issues indicatedThe technician indicated that Ms***’s concern stemmed from her Xbox being unable to connect to their internet, despite the other devices in the household being able toThe Viasat technician advised Ms*** that the Xbox may need to be servicedThe Viasat representative reviewed this information with Ms***, who chose to proceed with her request to disconnect her servicesThe Viasat representative reviewed disconnection disclosures with Ms***, including information about early termination feesThe disconnection was successfully processed that day, and a request submitted for a waiver of early termination fees.The submitted request was reviewed by Viasat representatives, who determined that since no issues stemmed from the service itself, the early termination fees that would be assessed would be valid. On July 8, 2018, Ms***’s billing generated in the amount of $for early termination feesViasat was successful in taking this payment the same day. On July 9, 2018, Ms*** contacted Viasat multiple times in regards to the billing that had occurred the day beforeShe was advised multiple times of the review that had occurred and the determination that had come from the reviewDuring one contact, a Viasat representative advised that they would resubmit a request for review for the early termination fee waiver, which was submitted the same day. This submitted requested was reviewed by a member of Viasat’s Corporate Social Media team, who authorized a waiver of half of the early termination fees that had charged in the amount of $Due to a systematic error, the refund for this was not correctly processedWe apologize for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat will honor the refund of half of Ms***’s early termination fees in the amount of $This refund has been processed as of July 18, 2018, and may take three to five business days to be received. 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 *** *** 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

Initial Business Response /* (1000, 4, 2015/11/25) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on November 12, and available at exede.com/legal,
states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeThe Customer Agreement also states that the service speeds are not guaranteed and may vary; customers are advised of this at the point of saleDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Our records show Ms*** called ViaSat's Sales Department on October 7, to order service, at which time Ms*** elected ViaSat's Exede Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe ViaSat service was installed at Ms***'s home on October 9,
The Liberty service plans are subject to priority data usage limits which are also described in the Data Allowance PolicyIf a customer exceeds their priority data usage limit, they will receive the "Liberty Pass" for the remainder of their monthly billing periodLiberty Pass *** are slower than priority data speeds, and do not support video streaming on multiple devices and streaming of high definition video also may not be supportedLiberty Pass speeds vary based on the time of day and a customer's geographical location, and may be extremely slow when the network is busy (typically 5:p.m- 2:a.m., local time)This may greatly impair a customer's ability to use the internetLiberty Pass users receive lower priority on our network than subscribers who have not exceeded their data allowance or other usage threshold, which may result in Liberty Pass users experiencing slower speeds when the network is busy than subscribers who have not exceeded their data allowance or other usage thresholdThe Liberty Plans are not unlimitedHeavier users of Liberty Pass may experience slower speeds than lighter users of Liberty Pass
Because the Liberty service plans come with the Liberty Pass, ViaSat does not offer a Late Night Free Zone on these plansWe apologize for any misunderstanding Ms*** may have experienced regarding thisOur records show she contacted ViaSat's Customer Service Department on October 10, to inquire about the Late Night Free Zone, at which time she was advised that her service plan did not come with the Late Night Free Zone and provided with details about the Liberty GB plan
Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer's original account and waives any applicable early termination fees
Ms*** called ViaSat on November 9, to move her service to a new location, at which time she was advised she would be required to agree to a new 24-month minimum service termMs*** agreed to the terms of the move, and an account was setup at Anderson Drive, Mayfield, KY During this conversation, the ViaSat representative was unable to place Ms*** on the Liberty GB planThe representative provided Ms*** with the Liberty GB plan, but erroneously advised her that the Liberty GB plan was still available in her area and offered to transition her to the plan after her new account had been activatedThe ViaSat representative also offered Ms*** a free month of service on her new account upon activation for the inconvenienceMs*** accepted the offers
Ms***'s original account was disconnected on November 11, with the early termination fees waived; the service at her new home was installed on November 12, Unfortunately, at the time of Ms***'s move, ViaSat stopped offering the Liberty GB service plan as an optionThe same day, the ViaSat representative attempted to place Ms*** on the Liberty GB plan, but it was unavailableThe credit for a free month of service was placed on Ms***'s new account on November 15, We apologize for any inconvenience Ms*** *** have experienced
ViaSat was contacted by Ms*** on November 21, because she once again had to move, but her new landlord was not allowing her to take the service with herMs*** wanted to know if her early termination fees could be waived because of thisDuring this conversation, the ViaSat representative advised Ms*** that the early termination fees would be valid if she disconnected service because the dish could be installed on a pole mountWhen she inquired about the Liberty GB plan, the ViaSat representative also informed her that the service plan was no longer available in her area
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat does not waive early termination fees due to no landlord permission
Due to Ms***'s concerns and her short term as a ViaSat subscriber on her new account, ViaSat is willing to disconnect her account with the early termination fees waived in full if she disconnections prior to December 16, 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 disconnect her account any time prior to December 16, 2015, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket nosXXXXXXXX and XXXXXXXX
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

Initial Business Response /* (1000, 5, 2015/11/16) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, early termination fees, automatic payments, and equipment lease requirementsEach of these points is also addressed in the Customer Agreement signed by Ms*** on May 3, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
Billing & Payment Method - 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 feesRegarding the charge to Ms*** credit card, ViaSat collected an advanced payment of $for the first month of service on May 2, On May7, 2012, ViaSat issued a refund for the amount to Ms*** payment method as a courtesy as she advised she had not been made aware the charge was going to come out right after her installationMs*** was also provided with a credit of $towards her future bills
Regarding Ms***'s billing issues, our review of her account shows that she contacted ViaSat on October 7, to update her payment methodOn January 2, 2015, ViaSat received notice from Ms***'s financial institution that the credit card had been closed, and updated its records accordingly
ViaSat's Credit Card Updater automatically updates a customer's credit card information to maintain current payment information on a customer's credit cardThe goal is to reduce the number of failed payments due to expired credit cards and to reduce the need for customers to call in to update these changes
Between January 15, and October 13, 2015, Ms*** contacted ViaSat ten times to update her payment method because it kept being removed, per ViaSat's Credit Card Updater processOn several occasions during this timeframe, Ms*** was asked to contact her financial institution about her payment method as ViaSat was updating her payment method information based on information provided by her bank
Data Usage - Ms*** was receiving ViaSat's Exede 15GB service plan at $a month plus applicable taxes and a $monthly equipment lease feeThis plan provides 15GB monthly data allowanceCustomers 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 *** utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show that since her installation on *** 3, 2012, Ms*** purchased a total of 30GB of additional data
Our records show Ms*** contacted ViaSat eight times in regards to the Data Allowance Policy, as summarized below:
March 14, 2014: Ms*** called because she believed her Late Night Free Zone usage was being calculated towards her monthly data allowanceShe was advised that she would need to call back to speak with ViaSat's Technical *** department, which was closed at the time of the call, so her data usage could be reviewed; the ViaSat representative also advised Ms***, however, that it appeared her data was only being consumed during the daytime hoursThe ViaSat representative suggested that Ms*** take screenshots of her usage meter before and after the Late Night Free Zone and to send them to ViaSat if she saw a discrepancy
March 15, 2014: Ms*** required assistance with accessing her online usage meter, at which time her password *** resetMs*** advised that she did not believe the usage meter was working correctlyThe ViaSat representative recommended that Ms*** keep track of her network activities daily, and unplug her router when the service was not in useMs*** was provided with 5GB of free additional data as a courtesy
March 9, 2015: Ms*** called because she had received notice that she'd reached 70% of her data usage, and wanted to disputeThe ViaSat representative reviewed Ms***'s account and advised that a known issue was impacting her servicesAt this time, Ms*** was provided with 15GB of free additional data for the inconvenience
April 2, 2015: ViaSat provided Ms*** with 5GB of free additional data in response to a concern she had with her data and the internal usage issue ViaSat was experiencingThis issue was resolved
April 28, 2015: ViaSat provided 1GB of free additional data and escalated her data concerns internally for review
*** 5, 2015: Ms*** was provided with a free service call and 2GB of free additional data for her data concernsThe service call was completed on *** 7,
September 29, 2015: Ms*** called because she'd exceeded her monthly usageThe ViaSat representative reviewed her monthly data with her
October 5, 2015: Ms*** called to dispute her usageThe ViaSat representative provided Ms*** with a $goodwill credit
Equipment - The Customer Agreement advises that customers are responsible for returning ViaSat's modem and transceiver within days after the disconnection of their accountFailure to return the equipment within this timeframe can result in an unreturned equipment fee of $300.00, not including taxesViaSat has a UPS box, free return shipping label and illustrated instructions delivered to a customer's home within a week after their disconnection for the return of the equipmentAny service call request for assistance with the uninstallation of the equipment is associated with a chargeable fee of $Currently, ViaSat is offering a promotion that offers this service call at a nominal fee of $
Exede Voice - Ms*** contacted ViaSat on August 19, to add the Exede Voice product to her account, at which time she also requested that her telephone number be ported over from her previous carrierOn August 29, 2013, Ms*** called for assistance in activating the Exede Voice Adapter, but was unable to get a dial toneMs***'s concern was escalated internally for review and resolution the same day
ViaSat's Telephony Operations Group (TOG) made two attempts to contact Ms*** on August 30, and August 31, in regards to an issue she was having with her adapter with messages leftMs*** did not contact TOG back regarding her Voice concerns, and did not advise ViaSat of any further issues she *** have experienced with the Exede Voice service
On August 14, 2014, Ms*** called ViaSat to cancel the Exede Voice service, claiming she had never managed to get it to workDuring this conversation, the ViaSat representative offered to send Ms*** a new adapter, but Ms*** declined the offerWhen asked if she'd called Verizon to have her telephone number ported back over, Ms*** advised that she did not want the telephone number anymore and was aware she would lose it once the Voice service was disconnectedMs*** was provided with a $goodwill credit at this time
In total, Ms*** paid $for the Exede Voice service between September 4, and August 14, In order to come to a resolution regarding this particular issue, ViaSat will issue a refund of half of the total Exede Voice paymentA request for a refund of $to be delivered to Ms*** via check has been escalated as of November 16,
Speeds - The Customer Agreement advises that the service speeds *** vary and are not guaranteedCustomers are also advised of this at the point of saleDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Our review of Ms***'s account shows that she was actively using the service during her term as a ViaSat subscriberMs*** also received a total of $in goodwill credits and was provided with a total of 28GB of free additional data ($total) by ViaSat's representativesIn light of this, ViaSat does not agree to provide Ms*** with a refund of $However, to further resolve this complaint, and in addition to the refund of $185.70, ViaSat will also waive the balance due of $from Ms***'s accountA credit waiver for the amount has been applied to the account as of November 12,
We apologize for any frustration or misunderstanding Ms*** *** have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company's gestureWhile I can say I did receive some compensation through the course of my service it does not equate to my level of frustrationI appreciate my final bill being compensated and accept that as part of the agreementI would appreciate an additional gesture of having someone come to my home and remove the required part from my roofMy husband is in no physical condition to perform this work without substantial risk to his personal well-beingIf the credit remaining on my account will cover this than please use itSince cancelling my service I can no longer log into my account to confirm the status or amount of the credits applied to my account and have not received any paper bill or other confirmation of my final bill

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any issue she may have experienced with ViaSatAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as
based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaMs*** is currently receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadViaSat’s 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 salePursuant 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 workWhile Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers 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 costMs*** called ViaSat on January 30, to request information regarding the disconnection of her ViaSat accountDuring her conversation with ViaSat’s customer service representative, Ms*** was reminded of the Data Allowance Policy, and the applicable early termination fees should she disconnect her accountIn order to come to a resolution regarding this complaint and in recognition of the short term Ms*** was a ViaSat customer, ViaSat will agree to disconnect her ViaSat account and waive her early termination feesIf she would like to take advantage of this offer, Ms*** may contact ViaSat’s Customer Service Department at ###-###-#### and should reference ticket no*** when she calls into Customer ServiceMs*** 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 pre-paid 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 returnWe apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Mr***‘s Exede Liberty service plan provides 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 signed by *** *** on May 25, 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. On August 6, Mrs*** contacted ViaSat regarding the usage on their accountDuring this conversation, Mrs*** was educated on the usage; however, as she was unsatisfied with the information provided by the ViaSat representative and requested information related to the disconnection of her ViaSat account In response to this complaint, ViaSat escalated Mr***’s account issue internally to make sure his usage meter is working properlyAs of today, August 8, 2017, ViaSat has not found any issues with his usage meterIf Mr***’s continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity If Mr***’s needs any further assistance, he may contact ViaSat’s 24-Hour Customer Service department at *** Thank you for the opportunity to respond

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,
*** ***

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, *** ***
*** ***

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!

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs she ordered service during a promotional
period, Ms*** was receiving a discount of $off her bill per month for the first three months, as well as EasyCare at no additional cost for the same length of timeThe 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 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIn addition, the Customer Agreement states, “The performance of some games over the Internet is very poor and some games may not work at all.”
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated January 17,
Our records show Ms*** contacted Viasat’s Sales Department on January 12, to inquire about service, advising that she and her family used the internet for streaming and online gamingBased upon the information Ms*** provided, the Viasat representative recommended Viasat’s Unlimited Data Silver service plan at $a monthThe Viasat representative informed Ms*** about the details of the service plan, including that it was optimized for streaming at DVD quality or 480pAt this time, Ms*** advised that she had been interested in that service plan prior to contacting Viasat, and further discussed the billing and pricing, standard installation, and equipment leasing fees with the Viasat representativeMs*** was also informed of the early termination fees
During this conversation, Ms*** inquired if she could start on the Unlimited Data Bronze service plan and transition to the Unlimited Data Silver plan later, and was advised she couldMs*** also inquired about the speed of Viasat’s service, and was informed that the service speeds were not guaranteedMs*** opted for the Unlimited Data Bronze service plan, and moved forward with ordering service
The service was installed at Ms*** home on January 17, Viasat received a call from Ms*** the same day, at which time she requested the disconnection of her service, stating that the latency of the service would not meet her needsLatency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satelliteThe Viasat representative offered to troubleshoot Ms*** concerns with her, but Ms*** declined and her call was transferred to Viasat’s Retention Department for further assistance
During her conversation with the Retention representative, Ms*** was offered a service plan transition and a discount on her bill, which was declinedMs*** was advised of the disconnection disclosures, including the early termination fees, before her account was disconnectedThe Viasat representative escalated removed Ms*** payment method, per her request, and request for a waiver of the early termination feesThis waiver request was rejected on January 18, as the early termination fees were considered valid, per the Customer Agreement
On January 20, 2018, Viasat charged Ms*** $in early termination feesAs there was no payment method on file, no amount was collected
Ms*** called Viasat on February 23, regarding the waiver of the early termination fees, at which time she was informed that the request had been deniedWhen Ms*** requested to speak to a supervisor, she was informed that there were none available and it was recommended that she call back laterMs*** advised she would wait for one to be available; however, the line droppedWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called back the same day to speak to a supervisor regarding her early termination feesAfter some discussion with the Viasat representative, her call was transferred to a supervisor, who advised that her request for the waiver of the early termination fees had been denied as they were considered valid
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees of $as of February 27,
Thank you for the opportunity to respond

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 Ms*** response to ViaSat’s attentionWe apologize that Ms*** is dissatisfied with the servicesViaSat offers hour customer service should Ms*** need assistance with her serviceMs*** can contact ###-###-#### anytime for assistanceViaSat stands by its previous response and will not be waiving the early termination fees from this account as the services were used and working the way they should beShould Ms*** wish to disconnect the charges will be valid to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** was receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease fee.Ms*** service plan was subject to a Data Allowance
Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by MsTara *** on May 30, 2018.MsDarlington‘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.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 provided to each new customer, 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.On June 11, 2018, Mr*** contacted Viasat in regards to connectivity issues, which he stated he believed was due to their data usageThe Viasat representative assisting Mr*** advised that at the time of the contact, the modem was offline and would need to be troubleshotDue to Mr*** not being home at the time, no troubleshooting was able to be performed. On June 12, 2018, Mr*** contacted Viasat to request a disconnection of his Viasat services due to using up his monthly data allowanceA Viasat representative offered to troubleshoot Mr*** services or check into package availabilities, which Mr*** declinedMr*** requested a waiver for his early termination feesThe Viasat representative advised Mr*** that a request could be made, but that there was no guarantee of approvalMr*** chose to proceed with his request, and it was submitted the same day.On June 26, 2018, Ms*** contacted Viasat to check the status of his requestThe Viasat representative assisting Ms*** advised that the request had been denied, and the early termination fees were considered to be valid. Later that same day, Ms*** contacted Viasat’s Corporate Resolution Team (CRT) in regards to her early termination fee waiver requestThe CRT member agreed to waive Ms*** early termination fees, and processed the request the same day. At this time, Viasat believes that all appropriate actions have been taken in regards to Ms*** accountIf 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 Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedMr*** contacted ViaSat on July 28, regarding the move of his services due to moving locationsDuring this conversation, Mr*** stated
that he will call back if he decides to move as he didn’t realize he could pay the Early Termination Fee’s instead of moving the servicesAs Mr*** decided to not move or disconnect his services, his account remained active under the Vacation planOn November 30, 2016, Mr***’s ViaSat account was removed from the Vacation plan as it had been on the plan for six months and transitioned to the Essential plan. At the time an account is place onto the Vacation plan, a customer is advised that if they do not contact ViaSat prior to the six month mark, their account will be placed on to their previous plan or closest plan to their previous plan if it is not availableViaSat did not receive contact from Mr*** again until January 12, During this conversation, Mr*** advised that he would like to have his account disconnected and believed that he had requested the disconnection at an early timeThe ViaSat representative advised Mr*** that we had not received a disconnection request prior to this conversation, but would move forward with his request of the disconnectionIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund Mr*** the charges of $collected on December 28, The refund of $will be issued to the payment method on file and should be received within three to five business days from today, January 17, If Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service at ***Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: The company did not offer any assistance to the dissatisfaction of serviceThe representative provided advertisement about the speed of the online serviceThe details provided by the variables of disturbances to online speeds is there are many claims against the unethical practices of Exede ranging as far as poor customer service to advertisementIn the customer agreement states written notice is the only way for termination of service, I provided a written notice and have not received a response so I took it to the Revdex.comThe agreement was signed on a mobile phone and the terms and conditions were not explained which caused Mrs*** to be misinformedThe company has a conflict of interest and is only interested in sales and not the customer, which is why the customer coerced Mrs*** to sign and offer her more products (i.etv bundle)The least the company can do is waive the termination feesIt's unfortunate to see that a company can still be operating business with numerous customer complaints and some very much interested in lawsuits.
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/11/19) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on August 14, and available at exede.com/legal,
advises that ViaSat does not provide a prorated refund for unused services, regardless of when service is disconnected
Our records show ViaSat collected a payment of $from Ms*** for monthly service on November 16, Ms*** called in on November 17, to disconnect her accountViaSat received an email from Ms*** later that same day regarding her monthly service paymentIn response, a ViaSat representative reminded Ms*** that ViaSat did not issue refunds for unused services
In order to come to a resolution regarding this complaint, ViaSat has issued a refund of $to her payment method as a courtesy as of November 19, Ms*** should be advised that it *** take three to five business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service on August 1, to request the disconnection
of his ViaSat account due to no line of sightDuring his conversation with the ViaSat representative they agreed to disconnect the account with waiver of the early termination fees due to no line of sight
However, during this conversation Mr*** was advised that a review of the account would be completed and at that time a determination would be made as to whether the fees collected over the past year would be refundedMr*** was advised that a call back would be completed, but this was not completed in error
The determination of our corporate office was that the early termination fees would be waived, but no refund would be issued as no contact was made regarding any services issues over the course of installationAs a gesture of good faith, and as an opportunity to resolve the complaint, Viasat will agree to refund half the charges collected over the course of installation The refund of $will be issued via a check to the address on fileMr*** will receive this refund check by mail in two to three weeks Should he not receive this refund within this time frame, please have him 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, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)