ViaSat, Inc.

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 *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused It is our goal to provide you 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weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.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 you. ViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Between August 1, and September 20, 2017, *** *** contacted ViaSat on six separate occasions to discuss the connectivity of her ViaSat accountOn September 20, 2017, *** *** contacted ViaSat via chat as she stated that the services were not working, but that she was unwilling to pay for a service call In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat is willing to offer *** *** a free service call should she wish to have her service issues reviewedIf she does, please have her contact ViaSat’s 24-hour Customer Service Department at *** *** and reference ticket ***Additionally, a goodwill credit of $has been applied to *** ***’s account as a gesture of good faith Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Ms*** ordered service through an authorized ViaSat dealer on January 10, 2017, at which time she elected the Liberty GB plan at $
a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly priority data, download speeds up to Mbps, and upload speeds up to Mbps
ViaSat’s Liberty plans do not provide a Late Night Free ZoneInstead, they come with 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 internet This information is incorporated into the Customer Agreement signed by Ms*** on January 11,
The service was installed at Ms***’s home on January 11, On January, 12, 2017, ViaSat collected a payment of $from Ms*** for her monthly service feesShe called into ViaSat the same day to discuss her data usage, at which time she requested to transition to ViaSat’s Freedom GB service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps, but does not come with a Late Night Free Zone
Pursuant to ViaSat’s Bandwidth Usage Policy, when an Exede Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing period This may result in slower speeds when the network is busy If the customer has used greater than GB, ViaSat may contact the customer and give them the option to reduce their usage or transition to another service planIf they do neither, ViaSat may terminate service
ViaSat received another call from Ms*** on January 13, 2017, at which time she requested to terminate serviceWhen the ViaSat representative reminded Ms*** of the 24-month minimum service term and early termination fees, and informed her that there was no grace period for the service, Ms*** requested to speak to a supervisorWe apologize if she was unable to speak to a supervisor at this time or did not receive a call back from oneMs***’s account was not disconnected at this time
Ms*** called ViaSat back on January 15, 2017, at which time her account was disconnected, per her requestAt this time, Ms*** was once again informed of the early termination fees, and was also advised of the equipment return requirements
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 The Customer Agreement also advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions for the return of the equipment within a week after disconnectionCustomers are advised of these points at the time of sale and are reminded of them when they choose to disconnect service
As resolution to this complaint and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullHowever, Ms*** will be responsible for any prorated fees associated with her service plan transition
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,
*** ***

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

Complaint: ***
I am rejecting this response because:The company does not offer an appropriate solutionMrs*** services do not work as stated, nor did the representative use "up to" describing the online serviceMany customers have complained that the online service is very slow and is comparable to diserviceHow will Mrs*** know the terms and conditions when the agreement was signed via a mobile phoneThe representative did not disclose important details regarding the agreement insofar as termination fees nor the "fine print"It would be fair to understand the misconduct of the representativeYes, she has been using the service and called a few days after countlessly about the issues she was havingPlease advise on the next appropriate actionIf the matter is not resolved please make notation of the company's unethical practice to caution prospective customers
Sincerely,
*** ***

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, ViaSat does not agree to issue her a refund for four months of service as she has actively been using itTo further resolve this complaint, however, ViaSat will agree to apply a second free month of service to her accountWe also agree to provide Ms*** with a free service call as a one-time courtesyShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***Hold times vary depending on call volume We apologize if Ms*** feels she could not reach a ViaSat agent in a timely manner
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention Ms*** is receiving Viasat’s Unlimited Data Silver Mbps 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 The Customer Agreement provided to each new customer, and signed by Misty *** on September 18, 2017, 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 that Ms*** contacted Viasat on February 23, stating that she was experiencing slow speeds, at which time she was guided through troubleshooting before her call was transferred to Viasat’s Technical Escalations DepartmentThe Technical Escalations representative advised Ms*** that she hads exceeded GBs of data and had been prioritized behind other customers that had not exceeded their data due to network congestion, Ms *** was advised of the network traffic on one other call on January 26, Ms*** requested to speak to a Viasat supervisor but then stated that she could not remain on the call Ms*** contacted Viasat on February 25, and February 26, to dispute her data usage, advising that she believed her data usage meter had not reset on February 24, 2018, her bill cycle dateMs*** was informed that her concerns would be escalated and she would receive a call backUnfortunately, the escalation was not created properlyWe apologize for any frustration this may have caused Ms*** to experience Ms*** contacted Viasat on March 1, because she had not received a call regarding her usage disputeAt this time, Ms*** was informed that her data usage had reset on February 24, 2018, and that she had exceeded the GB data threshold within six daysMs*** disputed the data usage and requested to speak to Viasat’s Technical Escalations Department; however, the call ended before she could be transferred Ms*** contacted Viasat once again on March 2, because she had not been contacted regarding her data usage dispute. The Viasat representative advised Ms*** to wait 3-business days for resolutionWe apologize if Ms*** was not contacted regarding this matter In response to this complaint, Viasat escalated Ms*** account concern internally to make sure his data usage meter is working properlyAs of April 2, 2018, Viasat has not found any issues with Ms*** data usage meterThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: *** ***s did not sign any document or contract relating to this service The contract that is referred to by the Exede respondent above was NEVER even shown to any of the authorized representative of *** ***s, and obviously as stated above NEVER did any authorized representative sign the agreement -Please note the agreement here ATTACHED which was signed incorrectly in the spot reserved for residential service by electronic signature by Exede or it's representative The agreement should have been signed on the right hand sign by an authorized representative.-Note there is no authorized representative signature for the company on the right hand side that has acknowledged the contract Note there is no individual PERIOD that appears on that contract.-The agreement was forged (not seen or signed by any individual associated with *** ***s), and was done so incorrectly
-Exede and it's representatives deliberately withheld the contract, forged the signature, and tried to force it's terms The contract did not represent earlier verbal representations by Exede and it's Broker The plan in question is not available to businesses.-THIS PLAN WAS NEVER USED! The business has been closed for vacation since 10-13-
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have contacted my bank and they have contacted/are contacting ViaSat in regards to the investigation with the draft two days after the account was closedI have recieved a provisional credit but the matter had not been settled permanently as of yetAlso, I recieved a letter from ViaSat dated August that said I still had a balance due and it was on that letter it said that if I did not respond they would send me to collectionsThe account was closed on the day the billing cycle reset, so no prorating was necessary, as no portion of the service was ever usedAs long as my account balance is zero and I do not continue to recieved letters telling me I owe money and my account information is removed from their system, then that will be satisfactoryI have just not been able to talk to anyone through the standard channels that is willing to assist in this matter at their company and have had no other way to resolve the issue.
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,
*** ***

Thank you for brining *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement signed by *** *** on July 2, 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 fees. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Section of the Customer Agreement authorizes ViaSat to automatically withdraw from the payment method on file for ViaSat’s servicesThe services were ordered through DirecTV, an authorized reseller of ViaSat’s servicesDirecTV provided the credit card and account information when the order for the internet services was submitted to ViaSatWe apologize for any confusion regarding the sales process that *** *** may have experienced, and if this was not communicated to his satisfaction*** *** called ViaSat on July 6, regarding the ViaSat account and name listed on the account*** *** informed the ViaSat representative that *** ***, his fiancé, was not the account holder, yet that he was and the account should be in his nameOn July 6, 2016, *** *** contacted ViaSat and was offered the opportunity to disconnect the account under *** *** and establish a new account with his name; however, *** *** refused this offered and informed the representative that he destroy the ViaSat equipment if it was not removed from his property In order to bring this complaint to resolution, ViaSat will agree to disconnect the account with waiver of the early termination feesAdditionally, ViaSat will also agree to refund the charge of $collected on July 4, This refund will be issued to the payment method on file and should be received in three to five business daysShould *** *** wish to move forward with the disconnection of the ViaSat account, he may contact ViaSat’s 24-Hour Customer Service Department at ** ***, and reference ticket *** *** 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*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs*** contacted ViaSat on June 23, 2016, to advise ViaSat of her dissatisfaction of her ViaSat services due to the Liberty PassDuring her
conversation with the ViaSat representative, Ms*** was advised of the Liberty Pass and intermittent connectivity she may experienceHowever, Ms*** requested to disconnect her ViaSat and was advised at that time of the applicable early termination fees that would applyIt is our goal to provide you with the best internet experience possible. However, 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 use of virtual private networks, the router and the activities a customer engages in on the internet. Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary. This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed. Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale. Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdOn June 28, 2016, Ms*** contacted ViaSat to discuss the early termination fees and requested to speak with a corporate representativeMs*** was advised that they were unavailable via phone, but was provided with their fax numberOn August 9, 2016, a ViaSat representative contacted Ms*** as they had received her fax disputing the early termination feesThe ViaSat representative was unable to reach Ms***, but left her a message advising her of the refund issued to her payment method on file for the $collected on July 16, for the early termination fees. The representative also provided her with their contact information should they have any additional questionsThe refund of $should be received by Ms*** in three to five business days to the payment method on fileShould she not receive the refund, please have her contact ViaSat’s 24-Hour customer service department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize or any inconvenience this may have causedViaSat has received two previous FCC complaints from Mr*** concerning the same issuesEach time ViaSat has provided Mr*** with a resolution ViaSat’s last response
came on November 17, ViaSat responded to Mr*** with the following message: Mr*** is currently receiving ViaSat’s Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly data, 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, during which unmetered service is provided at no additional costAlternatively, customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. The Customer Agreement, signed by Mrs*** ***, the account holder, on July 14, and available at exede.com/legal, advises that ViaSat does not guarantee the internet service to 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 gatewayDue 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 use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisementsAt the time of sale, customers are informed that speeds may vary and are not guaranteed Our records show Mr*** called in with a connectivity concern on November 3, 2016, at which time he was advised that his service was being impacted by a network outageHe called again on November 9, because his speeds were slow during the Late Night Free ZoneAt this time, the ViaSat representative guided Mr*** through troubleshooting, after which his speeds increased If Mr*** has any further concerns regarding his service speeds, he may contact ViaSat’s 24-hour Customer Service Department at *** for assistance and troubleshooting." ViaSat understands that Mr*** may still be experiencing issues which would need to have troubleshooting performedMr*** will need to contact ViaSat so this can be performed Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these
points are also addressed in the customer agreementWe apologize if Ms*** feels these points were not communicated to her satisfaction In order to arrive at a resolution ViaSat will waive Ms*** early termination fees should she decide to disconnect the accountMs*** can call customer care at 866-945-when she is ready to disconnect so the disclosures can be readMs*** will want to reference ticket number *** when she calls Thank for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***When getting this internet service I had been told by direct t.vand excede that it would be bundle after a couple of months Everything was done over the phone When the service guy came out to hook up internet I was not here my husband was here He did not leave any type of information and took my computer and hacked into my computer When I had called excede about the internet usage I did what they had said to reduce usage which did nothing I do not use netflix number one I check e-mails and I do go onto face book I do not download games I do have a few I play on face book As for automatic updates I have cancelled those Yesterday the 24th I had no internet service what so ever This morning I do have service As for the billing I had been told by both companies in the beginning that this was a bundle deal Which means put together as one I was told the last time that, that is just advertising ADVERTISING!!!!!! Even when I do have time the system is slow Never once when I had Dish did I have this problem Never once did I not have internet same amount of time So there have been two times already I have had no internet service did not feel like once again calling excede wondering why? The last time I called about not having service the representative was arguing with me telling me I had service when I was on my computer and it was stating I had no service called back and I was told something about the satellites being out So I am tired of calling and getting no where Different answer's each time no one knowing what they are talking about and getting hung up on Even the supervisor getting nasty on of course bringing up a contract I am not satisfied with this service have not been since I have had it I had Dish network for years never had a complaint Great service The only thing they went up on the bill and I was trying to save money All I have had with this company is bad customer service, bad internet service and the usage getting used up

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on September 15, to discuss the
difficulties she was experiencing with her ViaSat servicesDuring her conversation with ViaSat's customer service representative, Ms*** was advised to contact her companies IT department to discuss the issues she was experiencing with her VPN
Later this day, Ms*** made contact once again to discuss the issues with her services and her desire to disconnect the accountOn this date, Ms***'s account was disconnected and she was advised of the early termination fees that would be assessedHowever, on September 24, 2015, Ms*** contacted ViaSat's customer service department once again as ViaSat had attempted to collect $for the Early termination fees
On the call from September 24, 2015, her issue was escalated to our corporate care department for further reviewAs requested by Ms***, ViaSat's corporate care agent agreed to apply a credit to her account for the past due balance of $As a credit was applied to her account when Ms***'s ViaSat bill cycles on October 16, 2015, the account balance will be brought to zero
As Ms*** was issued a credit of $prior to the filing of the Revdex.com complaint, we believe this complaint was addressed and resolved before the filingThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***The response from exede is far from what they are capable of deliveringI have called there more than times and each time I get the same response that doesn't solve my issuesI already am paying for 50g of service which isn't the main issueThe problem is their download speeds which don't even allow me to ASometimes never to load my email for viewingBEven if I could open it which is rare, it's impossible for me to download and open an attachmentAs we speak I am using my data on *** to get this over to you because this internet company isn't capable of providing the services they promisedI am currently paying $per month and not using it because I cannot get onlineTheir customer service can supply the amount of data I have used when I can get online and it's very low if anyAs far as watching any movie it is impossible and the buffering for it tells me it was timed out due to low speedsThe weather isn't an issue so they cannot use this as an excuse since my *** ** satellite works just fine even in rain stormsI need to be released from this contract immediately so that I can continue with my daily routine of online banking, opening emails and watching a movie without all of these hasslesIf this isn't accomplished I will be contacting the FCC, and other agencies to get the word out on their poor serviceExede already has complaints against them online and wish I had known this prior to getting themThese complaints online are much like what I am experiencingThey also have changed their company name.several times probably to disguise themselvesI do not want their awful service or care to hear their excuses for not delivering what they said they wouldIt's not right for any company to put a customer through all of thisJust let me go so I can move on with my lifeThanks

Ms*** called ViaSat on October 30, to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms*** that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeThe 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*** electronic signature on the Customer Agreement dated November 4, We apologize for any misunderstanding regarding the electronic signature processAs ViaSat was not provided with any opportunity to resolve her issues, if Ms*** chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination feesThank you
*** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat's month minimum service term commitment and early termination
fees should the account be cancelled priorMs*** had the account on a vacation hold and was paying $a month for monthsOnce the months was over the account resumed services back to the original package which is why Ms*** saw the charge of $on December 24, We apologize if Ms*** was not aware of thisAt this time the early termination fees will remain valid once they post to the accountIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to Ms*** and she will see that refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is the minimum I agreed to, so yes in an essence I am satisfiedI am still greatly disturbed by their customer service and unclear contract fees, especially associated with a move of addressI appreciate the Revdex.coms quick response and assistance with a resolution