ViaSat, Inc.

bucks for a so call late fee there was no late fee I requested the sateleitte to be move on june which they had record but was never done they install new service on the with an new account there records and mine prove that in which they charge my cc for and old account we worked that out they credited my new account now they charged me a late fee for what

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: 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,
*** ***

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.

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,
*** ***

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on September 18, 2014, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
Mr*** contacted ViaSat's customer service department on July 20, to disconnect his ViaSat account due to the limitations of the services related to the Data Allowance PolicyAt the time of disconnection Mr*** was advised of the Early Termination Fees that would be applied to his payment method on file and the process for returning the leased equipmentOn August 20, ViaSat attempted to collect Mr***'s early termination fees; however, ViaSat was unsuccessfulTherefore, on September 14, ViaSat sent Mr***'s ViaSat account to collections
On September 15, Mr*** made contact with ViaSat's customer service department to discuss these chargesDuring his conversation with ViaSat's customer service representative, Mr*** was advised that his account would be removed from the collections process and that no further charges would be collectedMr*** accepted this offer and the account was removed from the collections process
Due to this information, ViaSat feels this complaint was resolved prior to the filling of the Revdex.com complaintThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/17) */

Thank you for bringing Mr*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement
prior to service installation. 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 Mr*** *** electronic signature on the Customer Agreement dated March 22, 2018.The Customer Agreement provided to each new customer, 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.The Customer Agreement 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 gateway.Our records show Mr*** purchased Viasat’s Unlimited Data Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.On March 23, 2018, Mr*** contacted Viasat several timesHe first requested to know why he was experiencing slow connectivity, and was advised of a weather outage at his gatewayMr*** then requested to disconnect his servicesMr*** declined offers to troubleshoot his services, instead choosing to proceed with his disconnection and was read disconnection disclosures that went over his early termination feesThe disconnection was processed successfully the same day. Mr*** contacted later that day to request that his early termination fees be waivedAfter speaking with a supervisory representative, it was determined that his early termination fees were validThis was due to the fact that Mr*** denied Viasat the opportunity to troubleshoot his services as required in the Customer AgreementMr*** denied signing the Customer Agreement, and the representative correctly advised that by allowing installation of Viasat’s services and having used the services, Mr*** was deemed to have accepted the Terms of Service.On March 24, 2018, Mr*** was charged in the amount of $for the early termination of his contractViasat was successful in taking the payment as of the same day. At this time, Viasat does not agree to waive the full early termination balance for Mr***As an offer of goodwill for misinformation, Viasat will agree to refund half of the early termination fees in the amount of to the payment method on fileMr*** should see this refund in the three to five business days. Mr*** is 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 *** 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*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: It does not address my complaint or the facts.I have provided Exede with proof of the transactionsMy credit union stated that they have never encountered a business that would not accept the statements forwarded to meThey advised me to black out any information that did not apply to ExedeAs for your explanation concerning my June and July bill I attached copies of my Exede statementThe statement for July shows the credit was applied to July bill.
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

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

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

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

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,
*** ***

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

Complaint: ***
I am rejecting this response because: They never told you in their response that they've been here numerous times, replaced the dish on roof in May of Yet, they admit my account has been flagged because there is a "service signal quality issue" as they state in this areaThey told me on a recorded line this is affecting numerous customers in this areaI want all recorded conversations with myself pulled and sent to Revdex.com for reviewOtherwise, those same recordings will be subpoenaed in a court complaint.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused himAt 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 Mr*** on February 27, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionDue 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 activityMr*** was charged $for canceling the services before the month agreement was fulfilledThese charges are valid and will remain valid to the accountThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they use the term "up to 12MB", I guess that makes it okay to not even give me 1/of the internet speed advertised In the same town, with the same computer and modem, through a different internet provider (mediacom) I am paying for a MB service When I checked the speed on that, it was anywhere from - 9.4, which is much closer to what they advertise Why doesn't ViaSat advertise "up to MB" to really fool their new customers? Since it said "up to", I suppose that would be legal as well It is frustrating when a company can basically lie about it's service, but me as a consumer, is bound by a contract because I cancelled early on a service that was no where close to what was advertised!
Final Business Response /* (4000, 9, 2015/09/30) */
Thank you for bringing Mr***'s response to ViaSat's attentionWe apologize that Mr*** feels the service did not meet his needs or expectations which led to the disconnection of the accountAs stated in the previous response ViaSat offers up to mbps but these speeds can vary depending on many variables which were included in the previous responseViaSat stands by their service and the charges will remain valid to the accountThank you for allowing ViaSat 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 *** *** 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 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 *** *** complaint to our attentionWe apologize for any issues she may have experiencedOur records show *** *** ordered service through a third-party authorized ViaSat sales agent on January 9, 2015, at which time she elected ViaSat’s Liberty GB plan at $a
month, plus applicable taxes and a $monthly equipment lease fee It is our goal to provide customer 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 a customer’s 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 thresholdOur records show *** *** has utilized GB of data for this billing periodHeavier users of Liberty Pass will experience slower speeds than lighter users Customers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load. Our records show *** *** has devices connected to the networkWhile we strive to provide customers with 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds. We’ve verified *** *** speed changes are not the result of a technical issue with her equipmentWe apologize that your experience with Liberty Pass has changed over the past few monthsIf the Liberty GB plan is not a sufficient plan for *** ***, ViaSat’s Exede service plans are available in her areaThe Exede plans provide customers with download speeds up to Mbps and upload speeds up to MbpsThe following plans are currently available to *** ***: • Exede 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee • Exede 15GB - $ a month, plus applicable taxes and a $monthly equipment lease fee • Exede 25GB - $ a month, plus applicable taxes and a $monthly equipment lease fee.If *** *** would like to transition her service to a plan that better meets her needs, or would like to review her data usage, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-Thank you for the opportunity to respond