ViaSat, Inc.

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 Ms*** response to our attention.Per our previous response, our review of Ms***s’s account shows that she contacted DirecTV on July 16, to order DirecTV service bundled with Viasat’s internet serviceThe DirecTV sales agent was required to make Ms*** aware of Viasat’s automatic billing policy. We apologize these points were not communicated to Ms*** at the point of sale.In addition, Viasat has ensured that Ms*** payment method has been stop dated as requestedThis was processed as of July 24, 2018. In regards to Ms*** statement of receiving an email notification for her billing, Viasat’s review of Ms*** account shows her billing date as the 20th of each month, with no past due amount currently shownTherefore there should be no further charges billed to the account until August 20, We apologize for any confusion this email may have caused Ms***.At this time, Viasat believes 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 *** ***’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

Thank you for bringing Ms***’s rebuttal to our attention
Regarding Mrs***’s assertion that Mr*** did not approve the transition of service, our review of the August 11, call recording shows that Mr*** called ViaSat regarding the dataAfter the ViaSat representative reviewed the monthly data usage with Mr***, he was provided with information regarding the next service plan availableMr*** asked the ViaSat representative to transition him to the Exede GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
The Customer Agreement signed by Mr*** on January 24, states that monthly service and lease fees are payable in advance, and authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesA copy of the signed Customer Agreement has been included for Mrs***’s review and records
Our records show ViaSat charged $to Mrand Mrs***’s account on August 28, However, as there is no payment method on file, the payment failed to be collected by ViaSat
As previously stated, ViaSat escalated Mrs***’s concerns internally to make sure his data usage meter is working properlyAs of August 31, ViaSat has not found any issues with Mrs***’s data usage meterIf Mrs*** 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 activity
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr*** *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** *** contacted ViaSat's Customer Service Department on October 26, to advise
of the connectivity issues he was experiencingDuring this conversation, Mr*** *** was advised that the modem was offline and that service call would be issued
However, on November 6, Mr*** *** contacted ViaSat again to discuss the issues with his accountDuring this conversation, ViaSat's representative advised him of the Data Allowance Policy and offered to send another technician to his location, but Mr*** *** declined this offerAt that time, Mr*** *** requested the disconnection of his ViaSat account and asked that the early termination fees be waivedViaSat's representative informed Mr*** *** that the disconnection was completed and he would request the waiver of the early termination fees
As of today, November 6, 2015, Mr*** ***' account has been disconnected and the early termination fees have been waivedAdditionally, a refund of $for the monthly payment collected on October 20, was issued back to Mr*** ***' payment method on fileHe should receive this refund in three to five business days
Due to this information, ViaSat believes this complaint has been resolvedMr*** *** 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 AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale all customers are advised of ViaSat's 24-month minimum service term commitment and early termination fees should the account be disconnected prior to the
monthsCustomers are also advised that ViaSat is a paperless company and that there needs to be a valid payment method on file in order for the monthly payments to be madeEach of these points are also addressed in the signed customer agreement by Ms*** On October 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionMs*** called in on November 25, to have the account cancelled as the service was not meeting her needs or expectationsMs*** was advised of the early termination at the time of disconnectionThe early termination fees are valid charges and will remain on the account with no refund being issuedMs*** has already disputed the charges with her bank and it will be up to them to return the feesShould the fees be returned and a chargeback occurs with ViaSat then the charges will remain valid on the account which could result in the account being sent to collections if left unpaidThank you for allowing ViaSat the opportunity to respond

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

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,
*** ***

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

Complaint: ***
I am rejecting this response because: WHEN WE SPOKE WITH ***, FOR THE INITIAL CANCELLATION, HE INFORMED US OF THE FEES, BUT WERE TOLD, SINCE THERE WAS NO LOCAL PLACE AND WE WERE NOT PROVIDED WITH THE ADDRESS THAT THEY, AS A MATTER OF POLICY, SENT US A BOX TO RETURN THE EQUIPMENT. IT WOULD ARRIVE IN TO BUSINESS DAYS. AGAIN, FAILURE FOR THE BOX TO ARRIVE , EVEN AFTER CALLS, IS A MASSIVE FAILURE ON VIASATS PART. I WAS ASSURED WITH EACH CALL THAT THE BOX WAS ISSUED AND WOULD BE THERE IF TO DQYS. THE LAST CALL ON 8/I ASKED IF ANYTHING HAD BEEN DEDUCTED AND WAS TOLD NO, HE FLAT OUT LIED. THEY TOOK THE MONEY ON 8/22. SO FAR NO ONE HAS GIVEN ONE PIECE OF TRUTHFUL INFORMATION SINCE THE CANCELLATION. IF THIS IS STANDARD BUSINESS PRACTICE, THE PUBLIC NEEDS TO BE AWARE. WE WERE WITH THEM FOR A LONG, LONG TIMEWITH NO PROBLEMS. THE WITHDRAWL OF THE MONEY IS STAGGERING FOR US. WE ARE ON A FIXED INCOME. WE WILL BOUNCE CHECKS FOR THIS AND IT WILL ALL BE ON VIA SAT. WE ARE CONSIDERING LEGAL ACTION. ESPECIALLY SINCE THEY KEEP STANDING ON A LIE, THAT THE BOX WAS SENT. NOT OUR FAULT IN ANY WAY, SHAPE OR FORM.
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,
*** ***

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 *** ***’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

Initial Business Response /* (1000, 5, 2016/01/04) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** sent an email to ViaSat's customer service department on December 19, requesting the
disconnection of her accountHowever, due to the time of the email received our care representative was unable to make an outbound call to her, and instead replied to Ms*** requesting that she contact care directly for completion of the disconnection
On December 21, Ms*** contacted ViaSat's customer service department via the telephone to discuss the disconnection of her accountDuring her conversation with the representative Ms*** informed the representative that she would call back on December 23, to have the account disconnected
Ms***, as stated in her call on December 21, 2015, called ViaSat's customer service department on December 23, During her conversation with the ViaSat representative Ms*** requested the disconnection of her account as she had switched providersSubsequently, Ms***'s ViaSat account was disconnected and she was reminded that the unused service charge of $would not be refunded per company policy
As Ms***'s original disconnection request occurred prior to the December 20, billing statement, and as a gesture of good faith, ViaSat will agree to refund the charge of $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: I don't agree with this assessment; I WAS informed the termination fee would be waivedI have no reason to lie about thisIt may not be in thier notes but I'm not deaf and know what I was told.I did call in on March 10th but do NOT recall saying I was accepting the validity of this collection accountI don't think payment arrangements are agreeable at this time and I even informed the collection agency as to what was taking place at this time
Sincerely,
*** ***

Initial Business Response /* (1000, 12, 2015/12/28) */
Thank you for brining Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Our records show Ms*** transferred her ViaSat account to her new residence which
would require new equipment to be installed Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement Ms*** was charged an unreturned equipment fee of $per the Customer Agreement for the equipment left at her prior residence
At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal
We apologize for any confusion surrounding the return of ViaSat's leased transceiverIn order to bring this complaint to a resolution, ViaSat has issued a refund for the $to be issued back to Ms***'s payment method on fileShe should receive this refund within three to five business daysIf Ms*** does still have the leased modem, we request that she return this to ViaSat with the prepaid leased labels previously provided
If Ms*** has any questions or concerns she can call our 24-hour customer service line at XXX-XXX-XXXXThank 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.)
I feel that the corporate office has resolved the issue and I very satisfied with their efforts to resolve the issueThank you to the Revdex.com and also thank you to Viasat for addressing the issueI am satisfied with their response and pleased to continue transacting business with their company

Thank you for bringing Mr***’s complaint to our attention
Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
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 on the Unlimited Data Silver plan, 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, signed by Mr*** on March 24, 2018, and Unlimited Data Policy available at exede.com/legal
Our records show Mr*** contacted Viasat on March 28, because he was experiencing connectivity issuesDuring this conversation, Mr*** was guided through troubleshooting, after which it was determined his service was being impacted by a network outageMr*** was advised to call back later if he was still experiencing an issue as further assistance could not be provided during an outage
Viasat received a second call from Mr*** the same day regarding his connectivityOnce again, Mr*** was guided through troubleshooting, after which a service call was orderedThis service call was completed on March 30, with the technician realigning the dish
Mr*** called Viasat again on April 3, regarding his monthly bill and his data usageAt this time, the Viasat representative advised Mr*** that he had reached the above-mentioned GB threshold, and reviewed how much he would be paying per month
On April 7, 2018, Mr*** called to advise he was dissatisfied with the service and interested in disconnectingAt this time, he was reminded of the 24-month minimum service term and early termination fees
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 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
As resolution to this complaint, Viasat will agree to waive Mr***’s early termination fees in full if he disconnects prior to April 28, Mr*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions
If Mr*** would like to move forward with the disconnection of service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: As has been the case through out my dealings with Viasat there response is wrong, this was not a disconnection, it was an upgrade, a box was never sent or provided to return the modem, I will accept the refund as that has been my goal from August - not August 21!! from the start.This has been one of the worst examples of poor customer service I have ever encountered,
Sincerely,
*** ***

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Customers are responsible for returning ViaSat’s modem and transceiver within days after account disconnection, per the Customer Agreement, signed by *** ***
on March 26, and available at exede.com/legalFailure to return the equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after their disconnectionThe UPS box is delivered to the address ViaSat has on file, unless otherwise requested by the customer
*** *** called ViaSat on May 14, to disconnect his account, at which time he was reminded of the equipment return policyDuring this conversation, the ViaSat representative confirmed *** *** mailing address as *** *** *** *** *** ** ***
Unfortunately, our records show that on May 19, 2016, the UPS box was erroneously delivered to *** *** service address (*** * *** *** *** ** ***) instead of his above-listed mailing addressWe apologize for any inconvenience this may have caused *** *** to experience
ViaSat received a call from *** *** on May 25, because he had not received the UPS boxAt this time, he was advised that a request to have one sent to the correct mailing address would be createdUnfortunately, the ViaSat representative did not escalate the request correctly; therefore, a new box was not sent out as promisedWe apologize for any frustration this may have caused *** *** to experience
*** *** contacted ViaSat again on June 6, because he still had not received the box, at which time a request was properly escalated to have a second one shipped out to him*** *** was reminded of this during a conversation with a ViaSat representative on June 7,
In response to this complaint, ViaSat has escalated an internal request to ensure the shipment of the UPS box to the correct address*** *** is still responsible for returning the equipment; however, if *** *** is charged for the unreturned equipment, ViaSat will refund him for the amount
If *** *** has any questions, he may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Silver service
plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p 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 Our review of Ms***’s account shows that she ordered service through Viasat’s Online Order Entry function on November 1, 2017, and did not contact Viasat’s Sales DepartmentViasat’s Online Order Entry function provides customers all information pertinent to the service plan they are choosing Ms*** contacted Viasat on March 26, because she was experiencing slow speedsThe Viasat representative advised Ms*** that she had reached the GB threshold, per the Unlimited Data Policy, and that her usage would reset on April 16, Ms*** contacted Viasat via email on March 27, to advise that she was dissatisfied with the serviceThe responding Viasat representative explained to Ms*** that she was on an unlimited data plan, and reviewed the Unlimited Data Policy At this time, Viasat feels that all appropriate information has been given to Ms*** regarding her Unlimited Data Silver service planAs such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her serviceIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond