ViaSat, Inc.

Thank you for bringing *** ***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by *** *** on June 1, and available at exede.com/legal, states that customers are responsible for returning ViaSat’s modem
and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection for the return of the equipmentAny request for assistance in uninstalling any of the equipment is associated with a standard $service call fee
*** *** called ViaSat on April 8, to disconnect his account, at which time he was reminded of ViaSat’s equipment return policyWhen *** *** informed the ViaSat representative that he would be unable to retrieve the transceiver on his own, due to his health, the ViaSat representative advised him that they would provide him with a free service call as a goodwill offer*** *** accepted the service call offer and moved forward with the disconnection of his account
Unfortunately, the service call fee waiver was rejected by a ViaSat supervisor the same day as the service call fee was considered valid
ViaSat’s technician went out to *** ***’s home on April 11, 2016, at which time he removed the transceiver from the satellite dish and delivered it to *** *** for its returnViaSat’s modem and transceiver were returned on April 19,
On April 28, 2016, *** *** called ViaSat regarding the waiver of the service call fee, at which time he was advised that the request had been rejectedViaSat charged *** *** $on May 4, for the service call fee, plus taxesThis payment failed*** *** called in about the balance due on May 27, 2016, at which time he was reminded that it was for the service call fee and that the waiver request had been rejected
In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from *** ***’s account as of May 31,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:The complaint was not about the amount of money, As I wroteThe complaint was about the lack of information, and no final document, closing the account. I wish that the respondent had read my complaint
Sincerely,
*** ***

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 *** ***’ complaint regarding to our attention*** *** is receiving ViaSat’s Liberty Internet service plan at $a month, plus applicable taxes and a $monthly lease feeThis service plan provides GB of priority data per month, download speeds up to
Mbps, and upload speeds up to Mbps and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by *** *** on January 22, The Customer Agreement, signed by *** *** 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 notice.Our records show, *** *** transitioned her ViaSat services from ViaSat’s Liberty GB service plan to ViaSat’s Liberty + Free Zone service plan on May 15, This service plan provides GB of priority data per month, download speeds up to Mbps, and upload speeds up to Mbps and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets.As *** ***’ account was upgraded on May 15, 2017, her monthly charges increasedHer new monthly service plan is $month, plus applicable taxes and a $monthly lease feeHer May 24, bill included a prorated charge of $On May 25, 2017, *** *** contacted ViaSat’s Customer Service department to discuss these chargesDuring her conversation, *** *** was educated that the monthly service charges increased due to the change in plans, and offered a $goodwill credit as a gesture of good faith.In response to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect *** ***’ ViaSat account with waiver of the half the applicable early termination feesUpon 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 instructionsIf *** *** would like to discontinue her services, she may contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket number ***.Thank you for the opportunity to respond

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

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,
*** ***

Complaint: ***
I am rejecting this response because:Over complaints for the same issue and you people use the same banned response for all of themYour service is a scamYour business practices constitute fraudI will see to it that there are prosecutions for you and your con artist employeesAt he very least, I will make sure there is a class action lawsuitBeing in bed with the government and telecom companies does not exempt you from prosecution
Sincerely,
*** ***

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
We apologize that *** *** has recently experienced connectivity issues Due to the nature of
satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
On August 12, *** *** contacted ViaSat's customer service department to discuss her connectivity concerns During her conversation with ViaSat's customer service representative, *** *** was advised that a service call would be scheduled to determine if there are any issues at her locationOn August 21, ViaSat's certified technician went to her home and determined that her connectivity issues were directly related to third party hardware (router) at her location*** *** insisted that the problem was with the line of sight; however, ViaSat's technician did not find any issues with the line of sight of her dish
*** *** has been issued a $goodwill credit on August 12, for a free month of serviceAdditionally, she was credited $for the service call charge ViaSat will agree to issue a service call for relocation of her satellite dish; however, ViaSat does not believe there is an issue with the line of sight and rather the third party hardware*** *** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to schedule the free service call for reinstallation of her equipment
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** on February 20, 2015, advises that Viasat does not issue a prorated refund for any prepaid fees regardless of when the service is terminated
Our records show Mr*** was charged $in
monthly service fees on January 24, Later the same day, Mr*** called Viasat to disconnect service, at which time he was informed of all disconnection disclosures before his request was processedViasat received another call from Mr*** on January 26, regarding the charge to his account, at which time he was advised he’d disconnected on his bill cycle date and had been charged, and that the fee was considered valid
As resolution to this complaint, Viasat will agree to issue Mr*** a refund for the $monthly service feeAs this payment was collected via ACH, Viasat will need to wait at least four business days from the collection date before a refund can be processedViasat will process this refund on Wednesday, January 31, to Mr*** payment methodHe should be advised that it may take three to five (to 5) business days from the issue date for him to see the amount deposited into his account
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 ***

Thank you for bringing *** ***’s response to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt this time *** *** is no longer due any refunds from ViaSatAll refunds have been issued back to *** ***The $*** *** is inquiring about was refunded back to the payment method on file on November 29, If *** *** feels that this refund was not issued back she will need to provide a rolling bank statement for all of November into December showing that the refund was not issued back so ViaSat can investigateThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention. Viasat is a paperless companyAs a result, Viasat typically requests that customers make their payments via card or through an electronic funds transferViasat will sometimes accept paper checks as a one-time courtesy to our
customers. Our records indicate that Ms*** was written off to Viasat’s collections agencies on January 9, 2017, for the unpaid amount of $On January 16, Viasat received a payment via check for the $that was past dueAs of that day, Ms*** account was removed from collectionsViasat did not report Ms*** account to any credit agencies.At this time, Viasat feels that all appropriate actions have been takenIf 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 inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on July 21, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat did receive a chargeback of $from Mr*** which means that Mr***’s financial institution refunded him those charges and issued them back to ViaSatViaSat moved forward with forwarding these charges onto a collection agency as they were valid chargesIn order to arrive at a resolution ViaSat has removed the account from collections and credited off the $from the accountThe charge of $for early termination fees are valid and will not be issued back as a refund per the signed customer agreementMr*** will want to make sure the two pieces of required equipment are sent back so no further charges take place to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy
Ms*** is currently receiving ViaSat’s Exede GB plan at $a month, plus applicable taxes and a $monthly equipment
lease feeThis service plan offers a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsIt also comes with a Late Night Free Zone between 12:AM and 5:AM, local time, at which unmetered service is provided at no additional cost
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr*** ***, an authorized signer, on January 16, (also available at ***)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
Our records show that since her January 16, installation, Ms*** has called in five times regarding her data concernsViaSat first received a call from Ms*** on March 3, because she had exceeded her dataAt this time, the ViaSat representative reminded Ms*** of the Data Allowance Policy, provided her with tips on how to manage her bandwidth each month, and assisted her with registering for her account management portal at ***It was also determined during this conversation that Ms*** had exceeded her data due to continuous media streamingMs*** was provided with GB of free additional data as a goodwill gesture
Ms*** did not advise of any additional data concerns until December 17, 2015, when she called to advise she was experiencing slow speedsDuring this conversation, Ms*** advised that she was consuming her data quickly, but did not know whyThe ViaSat representative reviewed Ms*** account and advised her that her speeds were slowed due to exceeding her usageMs*** was also advised that the majority of her data usage had been consumed by *** videos and reviewed the devices connected to Ms*** servicePer her request, the ViaSat representative reviewed the other plans available to Ms***The representative also advised Ms*** that there was an issue with her signal quality and that troubleshooting could be performed, but a service call may be neededMs*** was not at home to go through the troubleshooting stepsThe ViaSat representative performed some actions on their end, and advised Ms*** to check the internet when she got home, as well as clear her browser history, cache, and cookies; and to call back if she needed further assistance or a service call
Ms*** did not make any further contact with ViaSat on until May 20, 2016, when she called to advise that she’d been having an ongoing issue with her dataDuring this conversation, the ViaSat representative reviewed her data usage informationThe representative also advised Ms*** that they would keep an eye on her usage, and call to advise her of they saw any troubling spikes in her dataWe apologize if Ms*** was not provided with any updates regarding her data usage
On July 27, 2016, Ms*** called to disconnect her account due to her data concerns, at which time a ViaSat representative advised there was an issue with her signal quality which may be impacting her dataAt this time, the ViaSat representative offered Ms*** a $service call with a one-time discount of $Ms*** accepted, and the service call was orderedViaSat’s technician went out to Ms*** home on July 28, 2016, at which time her satellite dish was realigned
ViaSat received a call from Ms*** on July 30, because she’d just had her service call, but was unable to determine if her issues had been resolved due to her data being exceededMs*** had been under the impression that her usage would reset after the service callViaSat does not reset data usage after service callsWe apologize for any misunderstanding Ms*** may have experienced regarding thisDuring this conversation with the ViaSat representative, Ms*** was offered GB of free additional data to remove her from slow speeds due to the Data Allowance PolicyMs*** felt that that was a minimum amount she could be offered, and wanted to know if credits could be applied to her accountThe ViaSat representative put Ms*** on hold to check with their supervisorUnfortunately, due to a technical issue, the representative was unable to retrieve Ms*** from hold when they came back to speak with herThe representative attempted to call Ms*** on another phone line, but there was no answerMs*** disconnected the original call shortly after thatThe ViaSat representative attempted to call her again, but there was no answerWe apologize for any frustration this may have caused Ms*** to experience
In order to resolve this complaint, ViaSat will provide with Ms*** GB of free additional data for her current billing cycle (July 20-to August 20, 2016)ViaSat will also provide Ms*** with a free month of service, to go towards her August 20, billViaSat does not agree to provide Ms*** with a $credit, or provide her with more data each month at no extra cost
Thank you for the opportunity to respond

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

Thank you for bringing Ms*** complaint to our attention. The Customer Agreement provided to each new customer, and signed by Ms*** *** on March 20, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early
termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.It is our goal to provide our customers with the best internet experience possible. However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to our customers. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.On April 25, 2018, Ms*** contacted Viasat in regards to the speed of her Viasat serviceThe Viasat representative assisting her advised that Viasat cannot perform troubleshooting via email or chat, and directed Ms*** to contact Viasat’s Customer Care for further assistance. On May 2, 2018, Ms*** contacted Viasat to state that she was experiencing slow speeds, and had been since her installation dateThe Viasat representative Ms*** spoke with offered Ms*** a credit of $for a free month of service, and stated that if Ms*** speeds did not improve, Viasat would waive Ms*** early termination feesMs*** accepted the offer of the credit, which was then placed on Ms*** account in a pending approval status. On May 11, 2018, Ms*** contacted Viasat to request to disconnect her Viasat services due to experiencing slow speedsA Viasat representative offered Ms*** a free service call, which Ms*** declinedMs*** was read all disconnection disclosures, including information on early termination fees, and the disconnection was processed successfully that day.On Ms*** monthly billing cycle date of May 24, 2018, Ms*** bill generated in the amount of $for early termination fees in the amount of $and $for various taxesViasat was successful in taking payment the same day. Ms*** contacted Viasat on May 24, to request information about the billing that had occurredA Viasat representative advised her incorrectly that the early termination fees were valid, and could not be refundedViasat apologizes for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat has processed a refund of the $that was billed for early termination fees to Ms*** payment method on fileViasat has processed this refund as of May 25, 2018, and it should be seen in Ms*** account within the next three to five business days. Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on December 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionThe customer agreement states that ViaSat does not guarantee the service will be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe customer agreement also advises that the service speeds may vary and are not guaranteedDue 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 activityViaSat shows that Mr*** has called in numerous times since his install regarding speeds and connectivity issuesIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Mr*** payment methodHe will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat records all calls for quality assurance purposes, and at the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service
term commitment, and the early termination fees should the account be disconnected prior to the month termEach of these points are also addressed on the customer agreement signed by Ms*** on March 21, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction Currently the account remains active; ViaSat has not been able to read Ms*** the disclosures in order to have the account disconnectedMs*** calls in to disconnect but the proceeds to disconnect the phone call when the agents start to read the disclosuresViaSat does not agree to waive the early termination fees as this was discussed at the point of sale; however, in order to arrive at a resolution ViaSat will agree to waive half of the early termination fees and issue Ms*** her last payment of $back as a refund Ms*** will need to contact customer service at 866-945-and reference ticket number to have the account disconnected and to take advantage of this offerThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: today wed april 13th we called and requested to get reconnected and since we had sent the equiptment back then they have to send someone outbut they also told us that we have to pay to get it back reinstalledand we have different numbers a number we was givien today *** and vicki who gave us a number of *** and were we was told in this that if we reconnect that we would get the backso we set the account back up and they will be out on 4-between 2-pm but we shouldnt have to pay more money to get the service reconnected and the should be returned like the last email saidso something has to happen wave the and set the service up like we was told
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,
*** ***
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