ViaSat, Inc.

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,
*** ***

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

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,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
FYI - I want to pay the bill ASAPCalling Via Sat as soon as I finish up with response
Sincerely,
*** ***
PS...I put my life on the line yesterday evening, climbed on my roof and disconnected the antennaI dropped off all equipment today at UPS storeIt is being shipped back to a KY location

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*** complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs she ordered service during a promotional
period, Ms*** was receiving a discount of $off her bill per month for the first three months, as well as EasyCare at no additional cost for the same length of timeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIn addition, the Customer Agreement states, “The performance of some games over the Internet is very poor and some games may not work at all.”
The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated January 17,
Our records show Ms*** contacted Viasat’s Sales Department on January 12, to inquire about service, advising that she and her family used the internet for streaming and online gamingBased upon the information Ms*** provided, the Viasat representative recommended Viasat’s Unlimited Data Silver service plan at $a monthThe Viasat representative informed Ms*** about the details of the service plan, including that it was optimized for streaming at DVD quality or 480pAt this time, Ms*** advised that she had been interested in that service plan prior to contacting Viasat, and further discussed the billing and pricing, standard installation, and equipment leasing fees with the Viasat representativeMs*** was also informed of the early termination fees
During this conversation, Ms*** inquired if she could start on the Unlimited Data Bronze service plan and transition to the Unlimited Data Silver plan later, and was advised she couldMs*** also inquired about the speed of Viasat’s service, and was informed that the service speeds were not guaranteedMs*** opted for the Unlimited Data Bronze service plan, and moved forward with ordering service
The service was installed at Ms*** home on January 17, Viasat received a call from Ms*** the same day, at which time she requested the disconnection of her service, stating that the latency of the service would not meet her needsLatency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satelliteThe Viasat representative offered to troubleshoot Ms*** concerns with her, but Ms*** declined and her call was transferred to Viasat’s Retention Department for further assistance
During her conversation with the Retention representative, Ms*** was offered a service plan transition and a discount on her bill, which was declinedMs*** was advised of the disconnection disclosures, including the early termination fees, before her account was disconnectedThe Viasat representative escalated removed Ms*** payment method, per her request, and request for a waiver of the early termination feesThis waiver request was rejected on January 18, as the early termination fees were considered valid, per the Customer Agreement
On January 20, 2018, Viasat charged Ms*** $in early termination feesAs there was no payment method on file, no amount was collected
Ms*** called Viasat on February 23, regarding the waiver of the early termination fees, at which time she was informed that the request had been deniedWhen Ms*** requested to speak to a supervisor, she was informed that there were none available and it was recommended that she call back laterMs*** advised she would wait for one to be available; however, the line droppedWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called back the same day to speak to a supervisor regarding her early termination feesAfter some discussion with the Viasat representative, her call was transferred to a supervisor, who advised that her request for the waiver of the early termination fees had been denied as they were considered valid
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees of $as of February 27,
Thank you for the opportunity to respond

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

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.

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

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.

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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me*** from ViaSat called me and was very helpfulShe has agreed to work with me to find out where my usage is going and how to resolve any problem with it.
Sincerely,
*** And *** ***

Complaint: ***
I am rejecting this response because: I have already contacted Exede on 08/08/and asked that the service be disconnectedI spoke at that time with both *** *** (who told me to call Exede) and a customer service rep at Exede as well as a supervisorI was spoken to in a rude manner by the supervisor and was on hold for over twenty minutesI have already requested over two phone calls and three people to disconnect the serviceI should not need to make another call to disconnect my serviceHere is my formal request in writing for the second time through the Revdex.comDisconnect the service I asked to be disconnected on 08/08/This has already cost me nearly dollars and several hours of my timeI have never signed a contract, nor have I been explained any early termination feeI will not pay you to have your dish removed from my property after I was originally told I would have free installation and was then charged for itI am now requesting my installation fee be returned to me as I will need to pay someone to remove the dish from my houseI certainly have received no email from you and have signed nothing electronically - you don't even have my email address as I have never given itCancel my service, send me a box if you want something returned to you and refund my installation fee or send someone out to remove the dish at your own expense
Sincerely,
*** ***

Thank you for bringing *** ***’s rebuttal to our attention
As previously stated, ViaSat has waived the balance due of $from *** ***’s account; however, as her scheduled billing date (28th of every month) has not cycled for March, the credit has not completely applied to her account
Upon March 28, 2017, the credit of $will be applied to her account*** *** is not responsible for resolving the balance due, and her account has not been sent to collections
Thank you for the opportunity to respond

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 *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused An account was established with ViaSat on January 16, under the name *** *** and at that time, a payment method was provided
by *** ***Between January and June 1, 2017, ViaSat collected monthly payments from the payment method provided by *** *** On June 12, 2017, *** *** contacted ViaSat to discuss her payment method on *** ***’ ViaSat accountDuring this conversation, *** *** was educated that she would need to contact ViaSat’s Legal department for further assistanceAs of today, June 19, 2017, ViaSat’s Legal department has not received contact from *** *** On June 15, 2017, the payment method on file has been removed from *** ***’ accountIf the charges to *** ***’s payment method are not valid, we encourage her to resume the chargeback process with her bank If to *** *** has any further questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at *** *** Thank you for the opportunity to respond

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.

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