ViaSat, Inc.

As stated in our previous reply, on January 4, ViaSat again escalated Mr*** account to our Network Operations CenterViaSat’s Network Operations Center switched Mr*** account to a different carrier and updated the modem due to the packet loss issues he was experiencingOn January 4, speed tests were performed and Mr*** was receiving download and uploadMr*** may contact ViaSat’s customer service department if the issue persist and he needs further assistanceAt this time, ViaSat believes that this issue has been resolved per the escalation to our Network Operations Center, modem replacement, and the credits applied to his accountThank You

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

Thank you for bringing Ms***’ complaint to our attention
Our records show Ms*** ordered service on April 30, 2018, at which time she elected Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly
EasyCare fee; and the Viasat Voice service at $a month, plus applicable taxesBecause Ms*** ordered service during a promotional period, she was receiving the following discounts:
• $off per month for three months
• $off the Voice service per month for six months
• $of the EasyCare price per month for three months
The service was scheduled to be installed on May 8, 2018; however, due to a delay with the equipment associated with Ms***’ service plan, she was unable to be installed on this dateMs*** was made aware of this numerous times by Viasat’s Home Service Provider (HSP) between May 7, and May 19,
Viasat received a call from Ms*** on May 23, regarding her installation, at which time she requested that the account be canceled in-flightDuring this conversation, the Viasat representative offered Ms*** a discount of $off her bill per month for six months if she would retain service, which Ms*** acceptedThe same day, a member of Viasat’s HSP reached out to Ms*** to schedule her appointment for June 5,
On June 4, 2018, the HSP contacted Ms*** to confirm the appointment, at which time she advised that she no longer wanted the Voice service installedThe Voice portion of the installation was removed from the work order; however, the HSP does not have the capability to remove the product from an accountWe apologize if this was not clearly communicated to Ms***The Viasat Internet service was installed at Ms***’ home on May 5,
Viasat charged Ms*** $in monthly service fees, $of which was for Voice service feesMs*** called Viasat regarding the charge on June 11, 2018, at which time she was provided with a breakdown of the chargesWhen Ms*** advised that she had not wanted the Voice service, she was transferred to Viasat’s Voice Support Department, at which time the Voice service was removed from her account
The Customer Agreement provided to each new customer, and signed by Ms*** on June 5, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms Customers are advised of this at the time of sale and 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 issue Ms*** a refund of $for the Viasat Voice service fees, as well as waive the disconnection fees associated with the removal of the Voice service from her accountViasat does not agree to waive the early termination fees associated with Ms***’ Viasat Internet service if she chooses to move forward with disconnecting service
The refund of $will be issued to Ms***’ payment method on June 15, Ms*** should be advised that it may take three to five (to 5) business days for her to see the amount deposited into her account
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr*** *** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** *** contacted ViaSat's Customer Service Department on October 26, to advise
of the connectivity issues he was experiencingDuring this conversation, Mr*** *** was advised that the modem was offline and that service call would be issued
However, on November 6, Mr*** *** contacted ViaSat again to discuss the issues with his accountDuring this conversation, ViaSat's representative advised him of the Data Allowance Policy and offered to send another technician to his location, but Mr*** *** declined this offerAt that time, Mr*** *** requested the disconnection of his ViaSat account and asked that the early termination fees be waivedViaSat's representative informed Mr*** *** that the disconnection was completed and he would request the waiver of the early termination fees
As of today, November 6, 2015, Mr*** ***' account has been disconnected and the early termination fees have been waivedAdditionally, a refund of $for the monthly payment collected on October 20, was issued back to Mr*** ***' payment method on fileHe should receive this refund in three to five business days
Due to this information, ViaSat believes this complaint has been resolvedMr*** *** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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 Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $5.99, applicable taxes and a $monthly equipment lease feeThe 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.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.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 installationThe 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 March 14, 2018. 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. Our records show Ms*** purchased Viasat’s Unlimited 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 Ms*** at the point of sale.On March 29, 2018, Ms*** contacted Viasat in order to request a disconnection of her services due to feeling misled by her Viasat authorized dealer about her speeds and her contractA Viasat representative assisted her by reading disconnection disclosures, including information about her approximate early termination feesMs*** chose not to proceed with the disconnection. In light of this complaint, Viasat has reviewed Ms*** account for her speedsAs of April 2, 2018, Ms*** has used approximately GB out of her unlimited data usageDue to the GB threshold, it is possible that Ms*** will experience slower speeds during peak congestion hoursA speed test run on April 2, reveals that Ms*** speeds are within range of her plan and data usage. In an offer of goodwill, Viasat will agree to waive Ms*** early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, or if she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.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
Ms*** called ViaSat on December 7, to discuss the issues with her servicesDuring her conversation with ViaSat's customer service
representative, troubleshooting steps were performed with ViaSat's Network Operations Center, and the representativeSpeed tests were performed and Ms*** was receiving 8.60mbps download and 4.72mbps uploadAdditionally, ViaSat's representative advised Ms*** that a service call was not needed and that no credits could be applied to her account as ViaSat had not collected a monthly bill for services
Ms*** called ViaSat on December 22, to discuss issues she was experiencing with her dealer as she was unable to get a service call scheduled through the dealershipViaSat's representative escalated this issue to our Field Service Team for further investigation
At the time of sale Customers are made aware of ViaSat's 24-month minimum service term commitment and if service is canceled prior to the minimum service term, early termination fees will apply They are also informed that speeds may vary and are not guaranteed Each of these points is also addressed in the Customer Agreement signed by Ms*** on December 05, and available at exede.com/legal Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termWe apologize if Ms***' feels these points were not communicated to her satisfaction
In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she 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 her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Ms*** may contact ViaSat's customer service department at ###-###-#### and reference ticket *** to have the account disconnected with the early termination fees waivedAdditionally, a refund of the $collected for the activation of her ViaSat services has been issued back to the payment method on fileMs*** should receive this refund within three to five business days
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 bringing Mr***’ complaint to our attention.Our records show Mr*** purchased Viasat’s Liberty service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the following points at the time of saleWe
apologize if these points were not communicated to Mr*** at the point of sale.Regarding the transfer process of a telephone number to and from Voice, Section A of the Voice Addendum to the Customer Agreement, signed by Mr*** *** on May 1, and also available at exede.com/legal, states: Viasat will transfer (“port”) your existing wireline or wireless telephone number for use with VoiceIt will take approximately 5-business days after you order Voice to port your existing telephone number.There is no indication in Mr***’ records that a request was made to port his existing phone to Viasat’s Voice system. The service plan purchased by Mr*** does not include a static IP address. Viasat’s Acceptable Use Policy, available at exede.com/legal states, “You may only access and use the Service with a dynamic Internet Protocol (“IP”) address that adheres to the dynamic host configuration protocol (“DHCP”)You may not access or use the Service with a static IP address or use any protocol other than DHCP unless you are subject to a Service plan that expressly permits otherwise.” On May 9, 2018, Mr*** contacted Viasat in regards to his IP servicesHe stated that the IP he had been assigned was located in Washington, and that he was experiencing issues with streaming from a certain channelMr*** was advised of the nature of Viasat’s assigned IP addresses, and that they are not static, but dynamic.On May 14, 2018, Mr*** contacted Viasat to advise that he was experiencing connectivity issues with his Viasat Voice servicesAfter troubleshooting was performed, Mr*** confirmed that he once again had a dial tone and could make calls. On May 15, 2018, Mr*** contacted Viasat multiple timesOn one contact, he requested to change his plan from Viasat’s Liberty to Viasat’s Liberty + Free ZoneOn another contact, Mr*** stated that his voice service was not workingHe stated that one phone would work, while the other would notMr*** was advised by a Viasat representative that Viasat’s Voice service would not work with a wall jack or a splitter, only with the provided device. On May 18, 2018, Mr*** contacted Viasat to request to disconnect his servicesMr*** was offered an opportunity to troubleshoot any issues he may have been experiencing, but the offer was declinedMr*** was read disconnection disclosures, including information on early termination fees, and his disconnection was processed successfully that day. At this time, Viasat does not agree to waive Mr***’ full early termination fees due to not being given the opportunity to resolve any issues Mr*** may have been experiencingIn resolution to this complaint, Viasat will agree to waive half of Mr***’ early termination fees, leaving Mr*** with a balance of $to be billedThis waiver has been processed as of May 23, 2018.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:Exede is not acknowledging the root of the issue at handTheir solution is for me to spend ADDITIONAL money to have an account that functions properlyI am tired of their excuses for why my Internet may not be functioningThis is poor business, and Exede is continuing to scam its customers
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/03) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on January 6, and also available at exede.com/legal, requires
subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are advised of the early termination fees at the point of sale, and are reminded of them at the time they elect to disconnect prior to the expiration of the minimum service term
Ms*** contacted ViaSat on May 11, because she was experiencing an issue with her connectionBefore the ViaSat representative could guide Ms*** through troubleshooting, her services can back onlineMs*** did not report any further connectivity issues until June 9, 2015, at which time she also mentioned having a concern with her dataDuring this conversation, the ViaSat representative reviewed the diagnostics from Ms***'s modem, and determined that there was an issue with the alignment of her antenna which was most likely the cause of her data and connectivity concernsA complimentary service call was ordered for Ms***Our records show ViaSat's technician went out to Ms***'s home on June 11, 2015, at which time her antenna was realigned and the dish tightened
ViaSat had no further contact from Ms*** until July 29, 2015, when she called to inquire about disconnecting, citing ongoing connectivity and data issuesAs Ms*** did not report these ongoing issues to ViaSat, the ViaSat representative reminded Ms*** of her signed Customer Agreement and the applicable early termination feesMs*** chose not to move forward with the disconnection of her account at this time
ViaSat does not agree to waive her early termination fees if she chooses to move forward with the disconnection of her accountMs*** will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she 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 her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** would like to move forward with the disconnection of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If the product is not working up to the standard in which I fully expected and signed a contract for, then they should let me terminate early without termination feesOR get their product to workI am more than willing to pay for a product that works! I have inquired several times about my data usage and was on the phone for a half hour waitingI still have no idea the usage nor did they rep call me back after getting disconnectedThat is poor customer serviceI want a product that worksI have also inquired about the product not working for several daysI kept getting a message that said I used all my data for the month (which was odd since the Internet is never being used), and when I called I was told that they could see it wasn't working and this hapened to a lot of peopleSo if that's the case why didn't anyone place a call to to let me knowI'm am looking to return equipment and cancel agreement as their product does not work

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for confusion or frustration this situation may have caused. On June 16, 2016, Ms*** contacted ViaSat to request the disconnection of her accountDuring her conversation with the ViaSat representative,
Ms*** was offered to move her current plan to ViaSat’s Vacation plan and she acceptedHowever, due to a system error, the account was disconnected instead of being transitioned to the Vacation planWe apologize for this errorDue to the disconnection of her ViaSat account, Ms*** was required to return her leased ViaSat equipment within days of the disconnectionHowever, as the equipment was not returned, on July 24, ViaSat attempted to collect $for failure to return the leased equipment and on August 9, 2016, Ms***’s ViaSat account was written off to our outside collections agency. On September 7, 2016, ViaSat reconnected Ms***’s ViaSat account due to the disconnection error and her request. At this time, ViaSat agreed to uphold Ms***’s previous Customer Agreement and therefore, Ms*** is not within a month Customer AgreementThis information is referenced on Ms***’s previous account (***) on ticket number ***At the time of reconnection, the previous plan Ms*** had on her ViaSat account (Evolution 20) was unavailable and therefore, her account was placed onto ViaSat’s Exede GB planThis change in plans caused the difference in her monthly bill (not including the prorated charges)As of today, September 16, 2016, ViaSat has requested to have Ms***’s ViaSat account placed onto her original Evolution GB plan. In order to resolve this complaint, Ms***’s account was removed from collections on September 16, ViaSat did not report Ms***’s account to any credit agenciesAdditionally, a credit of $has been applied to Ms***’s account which includes the previous $credit promised and an additional $credit to offset the difference in charges on her September 12, monthly billOnce Ms***’s ViaSat account is transition to the correct package, her monthly bill will reflect the correct monthly charges of $80.69. 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,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed on the first page of the Customer Agreement signed by *** *** on June 28, and available at exede.com/legal. We apologize if *** *** feels these points were not communicated to his satisfactionPursuant 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 workCustomers 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 soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costWhile *** *** can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveBased upon the browsing history, *** *** data consumption is primarily used on ITunes and web browsingIn order to bring a resolution to this complaint, ViaSat is willing to disconnect *** *** ViaSat account with waiver of the early termination feesHowever, *** *** 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 instructions*** *** may contact ViaSat’s 24-Hour Customer Service Department at *** and reference ticket *** to have his account disconnected with the waiver of the early termination fees*** *** should contact the 24-Hour Customer Service Department prior to his next billing cycle date of August 1, Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
This response from them means nothingI've been over this same thing with them a number of times, and have taken their advice on what to disconnect when not in use, what not to do (such as streaming, Internet games etc) which we don't doWe don't even use our internet anymore because of the fact that it is so horribleThe cycle starts & within a day it's used upI even had my family turn off all wifi on all devices & not use internet at ALLNeedless to say within days into the data cycle, it said we used 75% of our dataThat is laughable because we didn't use any of it at allI did that little experiment on purpose, to see if they were in fact bumping up our usage numbersWhich now, I can say with certainty that they areIt is really sad that this company is basically robbing people and getting away with itAs for the user agreement, I didn't receive it until or days AFTER it was already installedSomething needs to be done about this company

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat several times since installation in June Each time, Mr
*** would advised the customer service representative that he was experiencing slow speedsHowever, each time, Mr*** was advised that the slow speeds were due to congestion within his area, but that this normally occurs during peak hours
On August 17, Mr*** contacted ViaSat's customer service department to request that his account be disconnected as he was moving and would not be retaining servicesDuring his conversation with the customer service representative Mr*** was educated on early termination fees that would be assessed should he wish to disconnect
At the time of sale Customers are made aware of ViaSat's the 24-month minimum service term commitment, early termination fees, and equipment lease requirements Each of these points is also addressed in the Customer Agreement signed by Mr*** on June 24, and available at exede.com/legal We apologize if Mr*** feels these points were not communicated to his satisfaction
As Mr*** stated that he is moving and unable to retain his ViaSat services at his new location, ViaSat will agree to disconnect Mr***'s account with waiver of the early termination feesHowever, Mr*** 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
Mr***'s ViaSat account will be disconnected on August 21, Should he need the account to remain active for additional time, please advise
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The part about viasat waiving the early termination fee is good I agree with that and approve However, in addition to returning the modem I was told I would need to detach and return the receiver from the satellite dish itself Well, quite frankly I'm not going to get up on a ladder and remove that from the dish itself It's pretty high up and I'm not sure what tools I would need to use I was told when I disconnected service that if I didn't remove the receiver myself that a technician could do it for a fee (I believe it was $or around that amount) Frankly I don't believe I should have to pay that either I believe that the early termination fees were going to amount to $ Those will be waived apparently That's great I appreciate that However, I would like the transceiver removal fee of I believe $to be waived also Also, I assume that the waiver of the early termination fee has been communicated to Viasat's billing department so that I will not see that charge on my credit card, correct? Thank you
*** ***
Final Consumer Response /* (4200, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the box from viasat for mailing back the internet modem, plug in charger and the trans receiver (from the Dish) Which is fine However, again I want it understood that I will not be charged an early termination fee I didn't see that issue addressed in the response above from Viasat
Final Business Response /* (4000, 13, 2015/08/31) */
As stated in our previous reply, "Mr***'s account has been disconnected and the early termination fees waived." No further charges shall occur should his leased equipment be returned within the day time frameGiven this information ViaSat believes this complaint has been resolvedThank you

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms*** was installed on December 31, We apologize for any install/scheduling issues that Ms*** experiencedMs*** was advised that
she would receive a credit for the first month and this credit was added to the account, unfortunately it did not hit the account until after the bill posted which is why Ms*** was chargedIn order to arrive at a resolution ViaSat has issued Ms*** a refund of $back to her payment method on January 1, and she should see that refund within 3-business days, along with that refund ViaSat has placed another credit of $to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion surrounding this situation
Upon receipt of this complaint ViaSat attempted to locate Mr*** account; however, we were unsuccessful at doing soIf Mr*** could provide the name as
listed on the account, the account number, and/or phone number as listed on the account, ViaSat will be able to better assist in getting this resolved
Thank You!

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
Independently of this conversation with Revdex.com, we have been speaking with Customer Service at Exede, and also reviewing online forums regarding the particular problem we experienced with Exede, namely the mysterious use of bandwidth allowanceMany people consider that bandwidth loss is the result of errors with modem firmware/software updates and failure of the modem to communicate successfully with Exede, resulting in "looping" as the modem keeps trying to establish links with ExedeCustomer bandwidth they say is used up in this processIndeed, MyEsvt, see below, reported a problem of "packet dropping" on the day of the mysterious bandwidth loss.We still maintain that we could not have used the bandwidth that we were charged with, nearly 4gb in hours or less because we don't stream videos, or use other bandwidth hogging activitiesExede Customer Service continue to tell us that we must have used this data allowanceOur fear was that this will continue to happen and that we will have our use "throttled" by ExedeSince we rely on having a usable internet connection for our rural livelihood we were scared by the fact that we were tied in to two year contract that would not work for usSo we thank ViaSat for their response to our complaintWe now have a way out should we need it.However, we do see advantages of our relationship with Exede over our previous six years with Hughes Net satellite internet, namely faster connection speeds and the unmetered period between midnight and 5amWe have also done a number things: we have installed data monitoring software on all of our devices, we have registered with Satellite Restriction Tracker, we have purchased a new router with monitoring software, and Exede has given us access to MyEsvt.So our plan now is to keep with Exede to see how it worksIf we have another episode of disappearing bandwidth, which other users have branded as theft (Exede using our bandwidth for their maintenance work) we should have the ability to see it and report it to Exede using the monitoring software we have installedWe also have the flexibility of using the unmetered period each day so will be changing our daily work habits.We thank Revdex.com and we thank Exede for taking the time to help us and we will report back to Exede and on public forums of how this systems work for us in the futureWe will be remaining with Exede in the short term at least
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement signed by Mr*** *** on November 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. As Viasat is a
paperless company, billing notifications are sent to the customer’s email address on fileCustomers may also access their invoice statements via their online account at www.account.viasat.com at any time while their services are active, and for days after disconnection.On February 8, 2018, Mr*** monthly billing cycle occurred, generating a balance of $for services paid in advanceAs Mr*** did not have a valid payment method on file, no payment was taken by Viasat, leaving the amount as a past due balance on Mr*** account. On February 14, 2018, Mr*** requested a disconnection of his services, which was processed the same day. On March 8, 2018, Viasat’s systems recorded the return of Mr*** equipmentWe thank him for his diligence in returning his Viasat equipment. Mr*** contacted Viasat on April 1, to confirm that his account had been disconnected and that Viasat has received the equipmentA Viasat representative assisted him in confirming this information, and informed Mr*** of the past due balance on the accountThe representative advised that Mr*** should receive an invoice statement on April 8, to show the amount of the past due balanceMr*** was also advised that he would need to contact Viasat to make the payment.On April 9, 2018, Viasat had not received payment for the past due amount of $that had generated on February 8, 2018, and the balance was written off to Viasat’s outside collections agenciesOn that same day, Ms*** contacted Viasat to request a final billing notificationA request was submitted, and the past due bill was sent out to the address on fileDue to the fact that the past due payment had not been paid, a final bill showing a paid in full balance had not yet generatedWe apologize for any inconvenience this may have caused Mr***. On April 17, 2018, Ms*** contacted Viasat due to not receiving a final billing notificationA new request was submitted, and the past due bill was sent out to the address on fileWe apologize if Mr*** did not receive these notification.s Our records indicate that the past due amount of $has been paid as of April 25, In light of this complaint, Mr*** account was removed from collections on April 25, 2018. Viasat did not report Mr*** account to any credit agencies.In regards to Mr*** request, this letter serves as notification that Mr*** account is now closed, and has no further balance due. 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