ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attentionWe apologize for any confusion he may have experienced
Our records show ViaSat received a Revdex.com complaint from Mr*** on December 9, because he did not believe he had not the promotional offering of $off for the first
months of service sold to him when he’d ordered serviceIn response to this complaint, ViaSat reviewed Mr*** account thoroughly, at which time it was determined that he had, in fact, received the above-stated discount
Pursuant to Section 3.1(b) of the Customer Agreement signed by Mr*** on September 28, and available at www.exede.com/legal, customers agree to pay all applicable federal, state and local taxes, fees and surcharges related to the use of the service, provision of services, software or hardwareThe Annual Property Tax Recovery Fee is a fee ViaSat collects in order to recover the costs associated with paying property taxes on the leased equipment installed at a customer's home (modem, transceiver, antennae)This fee varies from county to county and state to state, and is based on the county in which a customer has service
On April 1, 2016, ViaSat collected an Annual Property Tax Recovery Fee in the amount of $along with Mr*** monthly service fees
Mr*** called ViaSat on April 10, because he could not connect, at which time he was advised that there was a network outage impacting his servicesViaSat received an email from Mr*** on April 11, in regards to the outage, at which time a $goodwill credit was applied to his accountThis credit is reflected on his May 1, bill
Regarding Mr*** service transition, our records show he transitioned his service plan from ViaSat’s Exede Liberty GB play ($a month, plus applicable taxes and a $monthly equipment lease fee) to the Exede Essential 10GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee) on April 30, 2016, the day before his bill cycle dateBecause the system did not have time to process Mr*** transition request, he was charged for the Liberty GB plan on May 1, 2016, minus the $goodwill credit he received
In order to come to a resolution to this complaint, ViaSat will issue Mr*** a refund of $for the difference between what he paid for his May 1, ($70.87) and what he would have paid had his service transition request had processed in time ($50.87)This refund has been issued to Mr*** payment method as of May 18, He will see the amount deposited into his account within 3-business days from the issue date
If Mr*** chooses to disconnect his service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond

Revdex.com:I would like to thank ViaSat for their attention in this matter, it was very frustrating My hope is I won't have this problem again next year
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 Mr***’ 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, 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.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. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed. Mr*** called on December 26, because he was experiencing slow speedsAt this time, the Viasat representative informed him that his speeds were being directly impacted by network congestion.Mr*** called on February 6, once again with speed concernsThe Viasat representative performed troubleshooting with Mr***, after which his speeds slightly increased, but remained slowMr***’ call was transferred to Viasat’s Technical Escalations Department for further assistance, at which time he was informed of network congestion. Mr*** called on March 17, about slow speeds and was offered troubleshooting, which he acceptedAfter the troubleshooting was completed, the Viasat representative recommended a service call so a technician could review the setup of the Viasat equipment and perform additional troubleshootingMr*** declined the offer of a service call; however, Mr*** called again later the same day and was set up with a service call. Mr*** called on March 21, about slow speeds and spoke to a supervisorThe Viasat supervisor reminded Mr*** of the network congestion impacting his service, and that while troubleshooting could be performed, there was nothing that could be done to alleviate the network congestionMr*** declined troubleshooting.In resolution to Mr***’s complaint, Viasat would like to offer a one-time credit for $to cover the cost of one full month of serviceThis credit has been applied as of April 4, 2018. Thank you for the opportunity to respond.

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

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
*** *** *** *** *** *** *** ***

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

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

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: 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,
*** ***

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: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 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

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

Complaint: ***
I am rejecting this response because:
I don't feel I should pay for services I did not have I paid for months of service we did not recieve the contractor was contacted on several occasions and did not reply
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement signed by Mr*** *** on August 5, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. On August 8, 2016, Mr
*** bill for monthly services billed in advance generated in the amount of $Viasat was unsuccessful in collecting payment, which left the amount as a past due balance on Mr*** account.On August 18, 2016, Mr*** contacted Viasat in order to request a disconnection of his Viasat servicesDue to a technical error, the disconnection was not processed until August 23, We apologize for any inconvenience this may have caused Mr***. On August 27, 2016, Mr*** contacted Viasat in regards to reconnecting his servicesHe chose not to proceed with the request, and a Viasat representative advised him of the details of his past due balance. On October 10, 2016, due to the amount past due not being paid, Mr*** account was written off to Viasat’s outside collections agencies. In resolution to this complaint, and in recognition of Mr*** long-standing relationship with Viasat, Viasat will agree to waive the past due balance in fullMr*** account was removed from collections on April 16, 2018. Viasat did not report Mr*** account to any credit agencies.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.

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.As resolution to this complaint, Viasat is willing to waive my early termination fees in full if she chooses to disconnect serviceI will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or I will be charged an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. I understand that I may call Viasat’s 24-hour Customer Service Department in reference to ticket no*** if I would like to move forward with the disconnection of my account with the early termination fees waived.
Sincerely,
*** ***

Thank you for brining Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 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 January 18, and available at Exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIt is our goal to provide Mr*** with the best internet experience possibleHowever, 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 equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer. ViaSat discloses at the point of sale and in its Customer Agreement signed by Mr*** on January 18, that speeds may vary and are not guaranteed. ViaSat understands that the service was not meeting Mr***’s needs or expectations so the account was disconnected on February 17, Mr*** was charged $on February 20, for the early termination feesThe payment failed and Mr*** was sent a past due balance that was going to be sent to an outside collection agencyIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMr*** now has a $balance on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides
customers with GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
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 speedViaSat discloses at the point of sale and in its Customer Agreement, signed by MrRobert ***, the account holder, on November 3, 3016, 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 saleLiberty Pass speeds will vary based on the time of day and the customer’s 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 the 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 thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
While we strive to provide 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 speedsCustomers 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 Ms*** called ViaSat on November 5, because she was experiencing slow speedsAt this time, she was informed that she had exceeded her monthly priority data and had been placed into the Liberty Pass, per the Data Allowance PolicyThe ViaSat representative also advised Ms*** that she could transition her service plan to one that better met her needs, after which Ms*** ended the call
ViaSat received another call from Ms*** on November 13, 2016, at which time she requested the disconnection of her account due to the data limitationsDuring this conversation, the ViaSat representative offered Ms*** a discount of $off her bill per month for six months if she would retain service, but Ms*** declinedAt this time, Ms*** was advised of the disconnection disclosures, including the early termination fees and that she would not be provided with a refund for any unused services, before her account was disconnected
On December 4, 2016, ViaSat charged Ms*** $in early termination fees, but the payment failedSubsequently, on January 3, 2017, the balance due was sent to an outside collections agency for further action
ViaSat’s certified technicians are authorized to offer additional services, such as a wall drop, and charge the customer for those optional servicesWe apologize for any misunderstanding at the time of installationWe apologize for any misunderstanding at the time of installation of if this was not communicated clearly at the point of sale
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat has escalated a request to have her account removed from collections as of January 23, ViaSat did not report Ms***’s account to any credit agencies

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 Agreement A 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 *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** contacted ViaSat on November 9, and it was explained to her that her bill was pro-rated from 10/12/through 11/7/and then for the next month in
advance from 11/8/through 12/8/which would be $and only $was paid which left a balance of $which was collected on 11/8/We apologize for any confusion this may have causedIn order to arrive at a resolution ViaSat has agreed to issue a refund of $back to *** *** this one time*** *** will see the refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond