ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by *** on September 14, 2014, and it is 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 usage
The 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
Our review of *** account shows that he contacted ViaSat's customer service department on August 21, with concerns about his data usageAt this time the ViaSat customer service representative advised *** of the data allowance policy, and offered to apply GB of additional usage as a gesture of good faith
To date, *** usage appears to largely be going towards web browsing and GB has been utilized of the GB's on his accountHis usage is scheduled to reset on September 14, As a gesture of good faith ViaSat will agree to apply an additional GB of usage to his account If *** would like to discuss his usage further and more in depth, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's response completely fails to address my issueTheir reply is all about their Data Allowance PolicyMy issue is not with that policy, but with their inability to track my usage and failure to substantiate their claim that 25GB was used in one dayI carefully ration my data usage and 25GB was NOT sucked up in one dayWhen I asked them to substantiate their erroneous usage assertion, I was told they have no way of doing thatThat is unacceptableWhen I audit my phone bill or my electric bill, my usage is itemized, quantified and verifiedIf I have a dispute, the vendor provides detailed documentationWhen I buy gas, I see how much I am consumingWhen I shop at a store, I get an itemized list of my purchased itemsNot so with ViasatTheir practice simply is that their customers are supposed to take their word for itThat simply does not fly with meIf they can't back up their charges, they are subject to corruption, mismanagement and overchargingThe fact remains, they assert 25GB of usage on August That did not happen
Final Business Response /* (4000, 9, 2015/08/31) */
In ViaSat's previous reply we did provide *** with the most common causes for his high usage*** usage was largely consumed on August 17, 2015; therefore, we would encourage him to ensure that his network is secure and if a router is it place, it is password protectedAdditionally, ViaSat provides customers with the ability to monitor their usage through exede.netIf *** needs assistance setting up his account to monitor his usage, please have him contact ViaSat's customer service department at XXX-XXX-XXXXWe believe that given the information provided, the ability for *** to monitor his usage, and ViaSat's goodwill offer of adding GB to his account this complaint has been resolved

Thank you for bringing Ms*** complaint to our attention
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 termThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signature Our records show Ms*** electronic signature on the Customer Agreement dated February 2,
Our records show Ms*** called to disconnect service on February 3, 2018, at which time she was reminded of the Customer Agreement and the early termination feesThe Viasat representative reviewed the disconnection disclosures before processing the request
On February 4, 2018, Ms*** was charged $in early termination fees, but the payment failed
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of February 5,
Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
Our records show that ViaSat’s technician went out to Ms***’s home on January 22, 2016, at which time he replaced the modem, cabling, connectors, grounding, and additional equipment in her installationMs*** called ViaSat back on January 31, advising that her services had gone out againThe ViaSat representative guided Ms*** through troubleshooting, but was unable to resolve the issueA second free service call was establishedA ViaSat technician went out to Ms***’s home on February 3, and replaced the ViaSat modem and transceiver
ViaSat received another call from Ms*** on February 4, regarding a connectivity issueOnce again, Ms*** was guided through troubleshooting, but the issue persistedA third free service call was orderedViaSat’s technician went out to Ms***’s home on February 9, 2016, at which time the grounding blog for her installation was replaced
Our review of Ms***’s account as of February 10, shows that the software for her modem is out of date, which may be a contributing factor to her issuesWe recommend she contact ViaSat’s Customer Service Department at ###-###-#### and request to speak to the Technical Escalations department to have her modem software upgradedShe may reference ticket no*** when she calls in
In order to come to a resolution regarding this complaint, ViaSat has placed a credit of $onto her account for a free month of service
Thank you for the opportunity to respond

Thank you for bringing Mrs*** complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused On August 11, 2016, ViaSat received a call from Mrs*** regarding her inability to update anything on her dashboard of her websiteAt this
time, it was a one site issue and ViaSat’s Network Operations Center was able to resolve her issuesMrs*** confirmed to the ViaSat representative that everything was working correctly On August 15, 2016, Mrs*** contacted ViaSat again due to her inability to update anything on her websites dashboard againDuring this conversation, Mrs*** was advised that the issue would be escalated to our Network Operations Center for further review, and they were able to duplicate the issue over Exede’s networkHowever, the issue was also impacting other networks and the Network Operations Center advised that Mrs*** would need to contact her websites administrators for further assistance Mrs*** contacted ViaSat again on August 16, 2016, as she stated that her website administrator stated that everything was working on their end, yet she was still unable to use her dashboard on her website without using a hotspotThe representative speaking with Mrs*** stated that they would reopen the issue with our Network Operations Center, but Mrs*** became upsetAs Mrs*** requested the disconnection of her ViaSat account, the representative agreed to do so with the waiver of the early termination feesMrs*** accepted this offer, and her ViaSat account was disconnected on August 16, Given this information, ViaSat believes that Mrs*** compliant has been resolved and no further action is requiredHowever, Mrs*** 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 *** 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 Thank you for the opportunity to respond

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.

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 attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on February 23, and available at ***, 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
Our records show Ms*** called ViaSat on February 20, to upgrade her service from ViaSat’s WildBlue network to the Exede network, which offers more data and faster speedsAt this time, she and the ViaSat representative discussed the Exede plans available in Ms***’s areaMs*** elected ViaSat’s Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeUnfortunately, the ViaSat representative failed to advise Ms*** that the upgrade of her service was associated with a new 24-month minimum service ternWe apologize for any confusion this may have caused Ms*** to experienceThe Exede equipment was installed at her home on February 23, 2015, at which time she signed a new Customer Agreement
Ms*** contacted ViaSat on January 19, via online chat inquiring about disconnecting her service, at which time she was advised that she had months remaining in her 24-month minimum service termThe ViaSat representative also reviewed the other service plan options available to Ms*** at this time
On August 17, 2016, Ms*** called to disconnect because she’d found a new service providerAt this time, she was incorrectly advised that she was outside of the 24-month minimum service term and would not be charged early termination fees before her account was disconnected, per her request
On August 20, 2016, ViaSat collected a payment of $from Ms*** for her early termination feesMs*** placed a call to ViaSat regarding the charge on September 8, 2016, at which time she was advised the charge was valid, per the Customer Agreement
As resolution to this complaint, ViaSat has issued a refund of $to Ms***’s payment method as of September 12, Ms*** should be advised that it may take three to five business days from the issue date for her to see the amount deposited into her account
Thank you for the opportunity to respond

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,
*** ***

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

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
I will contact ViaSat at the phone number providedIf I have any trouble, I will be in further contact with you.
Sincerely,
*** ***

Thank you for bringing *** ***’s rebuttal to our attention
The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show *** ***’s electronic signature on the Customer Agreement dated July 28, We apologize for any confusion or frustration this may have caused *** *** to experience
If *** *** has a dispute with his dealer, ViaSat is willing to change the service call responsibility for *** ***’s account from ViaSat’s dealer to ViaSat so he could be serviced by ViaSat directlyIf he would like to move forward with this action, he may contact ViaSat’s 24-hour Customer Service Department at ***
Thank 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

Thank you for bringing *** ***’s rebuttal to our attentionAs mentioned in our previous reply, the Customer Agreement signed by *** *** on January 20, states that monthly service and lease fees are payable in advanceThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Additionally, each customer has access to ViaSat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. Again, we apologize if *** *** was not properly educated on this informationHowever, per the Customer Agreement, the monthly charges are valid In response to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect *** ***’s ViaSat account with waiver of the applicable early termination fees of approximately $Upon disconnection, *** *** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. If *** ***’s wishes to move forward with the disconnection of her ViaSat account, please have her contact ViaSat’s 24-hour Customer Service department at *** and reference ticket ***

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,
*** ***
yes we will accept the agreement of dollars but they will need to send a tech to climb to roof the get there equipment I do not have a ladder to get it off

Initial Business Response /* (1000, 5, 2015/06/22) */
Thank you for bringing Ms***'s complaint to our attention
The Customer Agreement, signed by Ms*** on November 21, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also advises that customers are responsible for returning ViaSat's modem and transceiver within days of their disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after their disconnection for the return of the equipment
Our review of the account shows that Ms*** called ViaSat on December 29, because she'd exceeded her monthly data usage, and wanted to know if there were other service plans available in the areaThe ViaSat representative advised Ms*** that ViaSat's Exede GB, Exede GB, Exede GB, and Exede Evolution service plans were all available to herMs*** was also advised at this time that ViaSat would be offering new packages in the future, including the GB Freedom plan, and that she should check back to see if any of them were available in her area
Ms*** called ViaSat again on March 27, to check if the Freedom plan was available in her area, and she was advised that it was not available to her at that timeOn April 7, 2015, Ms*** contacted ViaSat to disconnect her account because the data was not meeting her needsDuring this conversation, the ViaSat representative offered the customer GB of free additional data if she would remain a customer with ViaSat, but Ms*** declinedThe ViaSat representative reminded Ms*** of her signed Customer Agreement, early termination fees, and the equipment return policy before disconnecting Ms***'s accountThe ViaSat representative did not advise Ms*** that her early termination fees would be waivedViaSat has no record of Ms*** being offered a waiver of her full early termination fees
On April 24, 2015, ViaSat charged Ms*** $in early termination fees; however, as there was no payment method on file, no payment was collectedMs*** contacted ViaSat about the balance due on *** 7, 2015, at which time a ViaSat representative offered to waive half of Ms***'s early termination fees but advised that the full amount would not be waivedMs*** declined the offer of half off her early termination fees
ViaSat was notified on *** 12, that Ms*** had not returned her transceiverSubsequently, on *** 24, 2015, a charge of $was added to the existing balance due for the unreturned piece of equipmentMs*** was advised of this by a ViaSat representative on the same dayAs the balance due remained unresolved, Ms***'s account was sent to an outside collections agency on June 9,
ViaSat does not agree to waive Ms***'s early termination fees in full; however, in order to come to a resolution regarding this complaint, ViaSat will waive half of the fee, leaving Ms*** responsible for $in early termination fees plus the charge of $for the unreturned transceiver
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this whole thing started when I signed up for DirecTV I was told by the DIRECTV representative that they also have a bundle package for Internet service I had asked about the Internet because I was looking to also get internet service they told me that the internet provider was exceed WildBlue I had never heard of this company before or how their service was so I decided to give it a try I specifically asked if I would be able to test out the Internet to see if I liked it and to see if it was going to meet my needs I had been told both by the DirecTV representative and a customer service representative at Wild Blue that I could use the service for risk free trial of days and if I was not happy with the service I could disconnect with no early termination fees I started service on November 21st of on December 29th of I called to have the service disconnected because I was only being able to have internet weeks out of the month because I was going into data restriction the representative told me he could give me an extra gigabytes per month and that they were working on a bigger package in my area I told him I would give that a try and asked that if I still wasn't satisfied if I would still be able to disconnect the service without a fee the representative assured me that I would get an extension to see if I was going to remain a customer and in the meantime to continue checking for the bigger package after receiving the extra five gigabytes I was still going into data restriction I called Exede WildBlue back in January again in February and also again in March to see if there was a bigger package available I wanted to continue service with wildBlue I just needed more data I was told every time I called to keep checking back and that at any time I wanted to disconnect I would not receive an early termination fee because they were aware of the situation and that the only reason I hadn't disconnected back in December was because I was waiting for their unlimited package that they told me was going to be available any day on April 7th I spoke with Chanel I had told her that I could not continue waiting I felt that I had waited long enough for this unlimited package that was still not available in my area and then I wanted to disconnect to go with another provider that was going to be able to meet my needs I was told that the early termination fees had been waived and that I would receive a package from UPS to return my equipment on April 24th I received a bill from WildBlue with an early termination fee I called back spoke with a supervisor whom was very rude very disrespectful had absolutely no customer service and she called me a liar she fought with me for minutes told me the best she could do was give me half off of the early termination fees I told her repeatedly that I had already been told I was getting no early termination fee and that I was not willing to accept half off for something I had been told for months that I would not get after getting nowhere with the supervisor I then asked to speak with another supervisor and was hung up on I decided not to call back I packed up the equipment and sent it back to a UPS representative that picked it up I was told by UPS the weight of the box was to only be five pounds or less he told me the box had already exceeded the limits I then received another bill from WildBlue with equipment charges on it I called WildBlue back in *** about the equipment charges and was told that I did not send all of the equipment back I explained to the representative that the equipment that was inside the house had been shipped back that UPS said they could only take what was in the box already because it had already exceeded the weight limit WildBlue told me it was my responsibility to climb on my roof and disassemble the satellite receiver to ship back to them if I could not physically get on my roof I could pay $to have one of their representatives come dis assemble the equipment in nowhere in my contract does it state that I have to climb on my roof and disassemble any equipment that their representatives have installed I personally believe this is horrible customer service and representation from any company and being lied to and told repeatedly that I would not receive an early termination fee and then turning around and doing the complete opposite I feel is a form of fraud and this equipment nonsense makes absolutely no sense to me I was not the one that climbed on the roof and assembled it but according to them it's my responsibility to climb up there and disassemble it I physically can not do that and have no idea what I would be disassembling not to mention they are charging me $for the equipment but if I want someone to come from their company its going to cost me $so no matter what they want to charge me $Plus and let's not forget that ups refused to take the package back above the five pound limit I would like the early termination fees waived in full like I was promised multiple times and I do not want a charge for equipment when I already shipped back what I was supposed to also this has been wrongfully sent to a collection agency which is now damaging my credit when there should have not been a bill in the first place also WildBlue continues to send me monthly statements when service has been disconnected sense April 7th I honestly have had enough and would just like to put this behind me and move on the company is fully aware that too they could not provide the service that I needed they also know if they listen to the recorded phone calls that I was told numerous times I would not receive a termination fee due to the fact they could not meet my needs or I would have remained a customer thank you very much for your help in this matter sincerely *** A ***
Final Consumer Response /* (4200, 15, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I do not agree I was told numerous times that the early termination fee would be waived I am expecting the company to uphold their end of the deal and will not settle for anything less I have already accepted the agreement for ViaSat to waive the fees for the transceiver I do however expect them to also waive the early termination fees as promised several times thank you again for your help in this matter sincerely *** a ***
Final Business Response /* (4000, 17, 2015/07/21) */
Thank you for bringing Ms***'s rebuttal to our attention
As stated in our initial response, ViaSat has no record whatsoever of Ms*** being offered a full waiver of her early termination feesOnce again, ViaSat will only agree to waive half of her early termination fees and the charge for the unreturned transceiver, leaving her responsible for a balance due of $
This will be our final response to this matterThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I requested my old plan back which I had for months beforeThis company keeps using bait and switch tatics on custumersEven the plan I switched to for days is now unavailable. Im not terminating my service because of this like they want
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I'm sorry that I am unable to sit on the phone with Viacom as apparently needed to get these things done: troubleshooting and trying to find a wayHow do you think one feels when YOUR representative admitted that the "congestion" was something that may not be resolved and maybe your services should not have been sold to ANYONE in AlaskaHow would you feel then? I work hours a week, I run a household and have a million other things to doFrankly, for the times that I was able to call, I feel that was an accomplishment in itselfI've called you more than my family.I have little time to continuously call and "troubleshoot" with a business that is offering a service that should not be that hard to obtain this day and age. And the equipment? I was told by the installer that it was mine when he came and installed it as it "will probably be obsolete" by the time my contract was upBut if you want it, ok. I can not take your offer of "early disconnection" because - as much as I hate to admit this - something is better than nothingI have to have something here as my partner needs access to help run his businessI am actively and ardently looking for alternatives and if one should present itself, I will gladly and wholeheartedly let you know.
There does not seem to be a happy medium hereAll I want is the "high speed" Internet I was promised at the signing of the contractI am paying for itYou get my money every monthWithout failAnd just so you know, this morning, I had to reset the equipment two times before getting on and again this weekend, more trees were removed to hopefully assist in a more uninterrupted service.I don't know how else to respond to this.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on September 24, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The 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 filesDue 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
Ms*** contacted ViaSat on September 27, to discuss the data allowance policy, and the disconnection of her accountAt this time of this call Ms*** advised the data allowance used went towards media (video or audio) specifically YouTubeMs*** requested to have the account disconnected; however, when ViaSat's customer service representative advised her of the early termination fees she declined
In order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, ViaSat does not agree to refund the charges collected during the time of activation as services were renderedMs*** 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 AgreementA 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 return
Ms***'s ViaSat account will be disconnected on September 30, per Ms***'s requestShould Ms*** not wish to have her account disconnected please have her contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond

Initial Business Response /* (1000, 12, 2015/12/28) */
Thank you for bringing Mr*** 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 and if service is canceled prior to the minimum service term, early termination fees will apply They are also informed that speeds may vary and are not guaranteed Each of these points is also addressed in the Customer Agreement and available at exede.com/legal We apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** contacted ViaSat's customer service department on December 3, to discuss the disconnection of his ViaSat accountDuring his conversation, Mr*** was advised of the early termination fees that would apply should he wish to move forward with the disconnection of his servicesMr*** services were disconnected on December 3,
ViaSat attempted to collect $from Mr*** payment method on file on December 20, for the early termination fees; however, this payment failedAs a gesture of good faith and in order to bring this complaint to a resolution, ViaSat will agree to apply a credit to Mr*** account for the full $to bring the account to a zero balance Mr*** has returned his leased ViaSat equipment; therefore, no further charges shall occurShould he receive any charges, 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, 14, 2015/12/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
first..the credit card viastat tried to collect on was cancelled after its use in london england and I was in georgia I refute their claim that I was made aware ofa contract originally as a matter of fact the selling employee and I specifically discussed no contract I am happy for me to owe nothing and to be at the point of not having to deal with this organization thank you

Thank you for bringing *** ***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show *** *** called November 28, and October 4, to have the name on her account updated from “*** *** *** ***” to “*** ***.” At
this time, *** *** was advised that she would need to fax in documentation supporting her reason for wanting the name to be updated; however, as ViaSat did not receive this information within three business days after the request was made, the ticket was closed out
ViaSat did not hear back from *** *** regarding this request until July 16, 2016, at which time the request was once again escalatedUnfortunately, this ticket was not worked until November 15, 2016, at which point it was considered invalid because the request appeared to be a request for an ownership change
Between May 28, and October 4, 2017, *** *** called several times regarding her name change requestViaSat received documentation from *** *** on June 8, 2017, but the request was denied as it was determined she would need to create her own accountOur review of the account shows that the name was updated to “*** ***” during this time period
As resolution to this complaint, ViaSat has updated the name on *** ***’s account from “*** ***” to “*** ***” as of October 5,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond