ViaSat, Inc.

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, 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 Mr*** electronic signature on the Customer Agreement dated November 17, The Customer Agreement states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the sale
A refund of $has been issued to the payment method on file as of November 28, for resolution to this complaintMr*** should be informed that it may take 3-business days for him to see this amount deposited into his account
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 caused At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed in the Customer Agreement signed by *** *** on June 29, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to his satisfactionOur records show *** *** was receiving ViaSat’s Freedom Boost + WiFi service plan at $99.99, plus applicable taxes and a $monthly lease feeThe Freedom Boost plan offers download speeds of up to MbpsDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activityThe Customer Agreement signed by *** *** states that monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to *** *** credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on July 7, *** *** called ViaSat on July 6, to discuss his ViaSat account and the speeds he was receivingDuring his conversation with the representative, *** *** was educated that he had six devices connected to his network, and this could be affecting the speedsThe ViaSat representative performed troubleshooting steps, and ran a speed testAt that time, *** *** download speeds were Mbps and upload was 5.58, well within the advertised range Again on July 6, 2016, *** *** called ViaSat to request the disconnection of his accountThe Customer Agreement signed by *** *** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIn response to this complaint, ViaSat reviewed *** *** services and determined that he was receiving speeds within the advertised rangeDue to this information and as *** *** requested the disconnection of his ViaSat account, ViaSat does not agree to waive the applicable early termination feesHowever, as a gesture of good faith and as the account was disconnected within the first week of activation, ViaSat will agree to refund the payment of $collected on July 7, The refund of $should be received within three to five business days from today, July 11, ViaSat will attempt to collect the early termination fees of approximately $345.00, not including taxes, on August 1, If ViaSat is unable to do so, *** *** runs the risk of his account being sent to our outside collections agency *** *** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsThank 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

As stated in ViaSat's previous reply, 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 equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset
Again, if Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesAdditionally, if Ms*** wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement
ViaSat believes this complaint has been resolvedThank you for the opportunity to respond
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe $charge on the account came from the early termination fee charge*** *** had the account disconnected with just under month remaining on her contract so the
charge was pro-rated from the $to $At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by *** *** on May 22, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat has removed *** *** from collections and the $balance has been credited of* *** now has a $balanceThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware that service speeds vary and are not guaranteed. They are also informed that ViaSat requires a 24-month minimum
service term commitment for Internet service and early termination fees will apply if service is canceled prior to the minimum service terms. Each of these points is addressed in the Customer Agreement signed by Mr*** on April 6, and available at exede.com/legalDue 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 activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsDue to the length of service ViaSat agrees to waive the early termination fees totaling $not including taxes; however, no refunds will be issued as the service was installedMr*** will be responsible for sending back two pieces of equipment using the prepaid shipping label and box supplied by ViaSat Thank you for allowing ViaSat the opportunity to respond

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Ms*** on February 1, states that Exede Voice only supports one phone line per accountAt the time of sale the sales agent
advised this to Ms*** which was the reasoning for two accounts to be builtWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution should Ms*** wish to disconnect the one account ViaSat will agree to waive the early termination fees for both the internet and VOIP servicesMs*** will want to make sure that she ports her phone number over before disconnecting the account so that the phone number is not lostIf Ms*** does choose to disconnect the account she can call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, ViaSat listened to Ms***’s February 14, callAt no point during this conversation was Ms*** informed that she had months left in her 24-month minimum service termWhen reviewing the disconnection disclosures with Ms***, the ViaSat representative told her that she had approximately months remaining
The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms***’s minimum service term started on August 3, The end date of her contract is August 2, The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show Ms***’s electronic signature on the Customer Agreement dated August 3, A copy of Ms***’s electronically signed Customer Agreement has been attached for her review and recordsViaSat has also sent a physical copy to her as of March 8,
Ms*** sent emails on February 14, and February 22, Our records show that the responding ViaSat representatives attempted to reach out to Ms*** via telephone to process her disconnection request, but there was no responseOur records also show that the representatives also responded to Ms*** via email advising her to call in to ViaSat’s 24-hour Customer Service Department to have her disconnection processed, as ViaSat does not accept termination requests via emailWe apologize if Ms*** did not receive these emails
As of March 8, 2016, Ms*** has approximately months left in her minimum service term, making her early termination fees approximately $Currently, her account is still activeIf she would like to disconnect, she may do so at any time by contacting ViaSat’s 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused *** *** contacted ViaSat on May 19, regarding the charges to her ViaSat accountDuring her conversation with the ViaSat
representative, *** *** was educated that no charges were collected and that she would need to dispute any charges she might see with her bank ViaSat has attempted to collect $from *** ***’s payment method on file on four separate occasions (May 8, May 12, May 13, and May 19); however, each time ViaSat was notified that the payment was failed by *** ***’s bank As ViaSat has been unable to collect any fees from *** ***, on May 19, 2017, her ViaSat account was suspended due to nonpayment If a payment has been collected by ViaSat for the services rendered on *** ***’s account, she must please provide a bank statement outlining this informationOnce received, ViaSat will review and if any funds are due back to *** ***, a refund will be issued If *** *** has any additional questions regarding this process, please have her contact ViaSat’s 24-hour Customer Service department at *** Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Viasat did not mention some proven facts by its own staffThey said I had access to the website for useage & the welcome packet explaining the terms & conditionsViasats response did not mention how they made the mistake of sending the information I was supposed to have prior to install to the incorrect email addressI spoke with a supervisor named prior that agreed with me and verified that the info was emailed to the wrong address, therefore I would have been properly informed about there network capabilitiesUnlike the sales rep who said I could use there network for multiplayer gamingTurns out I can notAnd it states this I the welcome packageI was told I could change my mind prior to install, if I had properly received the welcome package I would haveThe website that Viacom states we can monitor our usage, only goes to the package you have signed up for, is gig liberty, it stops at gigI cant see or do anything past gigOnce I was able to log on & figure out the email was part of the problemI was already at gig and wasn't able to do anythingThe email was proven to be at fault & an employee in the retention office lied about it when it spoke to the sales manager he could see were the email was changed in the systemTwo conflicting stories between sales & retention depts Retention dept mngr said I used 300gig plus in my time with CoSales, & the response letter both have conflicting storiesIn my Xbox history I don't have even have a gig use higher than So how did I pull gig in under ten days @ 3-mb download speedI wonder if the math is even possibleA statement that I was unable to verify & the sales manager found highly unbelievableViacom totally skipped over retention dept recommending to send my child up a ladder to remove a part from a satellite dish that I don't even know what it looks liketruthfully none of this would have happened if when I asked the questions about services I got the correct answersI asked will your service cover, Xbox 1s, laptops, tablets, & online gamingI was told yes but I would experience some lagI said I understandI also asked do you cut off when I run outHe said noYou just slow down a littleBut that isn't the truth, you can't play any multi player online at allAnd as I understand it that is the premise for getting the serviceI made my deal off of what the sales rep said & told me about the service, which is all recorded on viacoms system and has been reviewed by the sales managerI also requested my service to be cancelled so I don't understand why Viacom is refusing to cancel my serviceI'm handicapped, I'm not able to climb a ladder to remove a part I don't know what looks like, I feel like I got set up into trap that they wont even cancelNor is the business even willing to even acknowledge a single mistake on there partThe CEOs office is not a far drive from my home, if those responding to these don't seem to care enough about there companies reputation I wonder what the CEO will think when I present him with a transcript & a meetingThe total unwilling cooperation from Viacom is unbelievableI know this is my first time with satellite internet but I would hope this doesn't set the tone for most companiesHad I been properly informed I would have simply moved on to another company looking for a service that is better then my currentAnd neither Viacom or myself would be in this situationI wish my service cancelled immediately like I was toldI was never told it was overturned & that I would still be continued to be billedIf I choose it to be cancelled it should be soNot left on against my wishesThere modem is unplugged & waiting for the box to arriveIve explained my case but viacom wont see that I got there service under informationBut that doesnt matterJust get the money & forget how the customers are treated
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: At the end of April period, ViaSat deducted $5,from the $8,credit. Why is it that prior to and after these two periods (March and April 8), we stayed within our monthly allowance or only went over a few GB's. ViaSat even had one of their representatives tell me that they had never seen anything like this ever happen during their year career...not even some large corporations used this much data. We did not do anything different than we had ever done before. During a conversation with another representative, they said the data was being used during the early am when no one was at church. Data was even being used when we had unplugged the internet. Clearly, we are being overcharged for data we did not use...we do not agree with ViaSat's response and want to be refunded the difference over 50GB for those two months
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 pending the company reflects the fee is posted to the online billing information
Sincerely,
*** ***

Thank you for bringing Ms***’ Better Bureau Business complaint to ViaSat’s attentionWe apologize for any confusion she may have experienced Ms*** contacted ViaSat on April 17, to request a service call due to connectivity issues she was experiencing with her ViaSat servicesDuring
her conversation with the ViaSat representative, Ms*** was advised that she would need to contact her local dealer to schedule the service call On April 20, 2016, Ms*** contacted ViaSat again to discuss the service call as she was having difficulties reaching her ViaSat Dealer. Ms*** account was escalated to the correct department due to the calendar unavailabilityMs*** contacted ViaSat again on April 22, to again discuss the difficulties with getting the dealer to her location for the completion of the service callDuring this call, Ms*** was advised that this issue was escalated on 4/20, but she should receive a call from someone regarding the service call and that a sales channel change would occur Ms*** contacted ViaSat again on April 26, During this call, Ms*** asked to speak with ViaSat’s corporate office to get her issues resolvedOne of ViaSat’s corporate representatives spoke to Ms*** and reviewed the information provided by Installer Relations teamAdditionally, Ms*** was scheduled for April 28, and given a credit for $to cover her monthly bill Nevertheless, ViaSat’s Home Service Providers attempted to contact Ms*** on April 26, and April 27, 2016, to discuss the scheduling of her service call; however, she was unavailable at that timeCurrently, the service call for Ms*** has been rescheduled for April 30, Ms*** will need to contact *** at *** to complete the scheduling of the service call To date, Ms*** has received $in goodwill credits due to this issueViaSat believes given these credits and that ViaSat is attempting to resolve the service call issues, the complaint has been resolved Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/10/30) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint filed, ViaSat has determined that Ms*** was charged $for early
termination fees to the accountViaSat does record all calls for quality assurance purposes and was able to pull Ms*** 10/1/call and verified that the early termination fees were to be waivedOn 10/29/$was issued back to Ms*** for half of the charges which she will see within 3-business days from that dateAs of today 10/30/ViaSat has agreed to issue the remaining refunds of $and $which Ms*** will see within 3-business days from todayThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 6, 2015/11/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Offer matched my requested amount

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 processAn 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

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
FYI - I want to pay the bill ASAPCalling Via Sat as soon as I finish up with response
Sincerely,
*** ***
PS...I put my life on the line yesterday evening, climbed on my roof and disconnected the antennaI dropped off all equipment today at UPS storeIt is being shipped back to a KY location

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused. Our records show that Ms*** services have been slowed pursuant to ViaSat’s Data Allowance PolicyCustomers are made aware of ViaSat’s Data
Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** on February 06, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesThe monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetMs*** is currently receiving ViaSat’s Liberty 10GB plan at $a month, plus applicable taxesLiberty plans provide customers with a monthly Priority Data allowance with 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 The following plans are currently available in Ms*** area:Liberty 18GB - $a month, plus applicable taxes and a $monthly equipment lease feeLiberty 30GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede10GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede15GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede25GB - $ a month, plus applicable taxes and a $monthly equipment lease feeAs of April 22, 2016, Ms*** has consumed GB of her allotted GB of data allowanceUpon review of Ms*** account, ViaSat determined that the usage is being consumed by media (YouTube), web browsing, and Marketplaces (Software updates and iTunes Store)If Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesIf Ms*** requires additional assistance regarding her usage and the Data Allowance Policy, she may contact ViaSat’s 24-hour Customer Service department at 1- 855-463-and reference ticket ***If a service call is required, ViaSat will agree to send a technician to Ms*** location at no charge. Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $and that I would only be charged $for cancellationI was going to walk away and cut my losesToday Viasat hit my bank account for $I called Viasat and spoke with a managerAt first she said that I was under contract to pay that amountIt was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes"Viasat has now caused my account to be overdrawn and fees from my bank may applyIf so, I believe Viasat should be responsible for these fees because they did not stick to their wordI would also like the full $to be refundedI spent another hours today on the phone with both them and my bankI also have still not received the $credit to my bank account promised in the last complaint
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,
*** ***