ViaSat, Inc.

Thank you for bringing Ms*** complaint to ViaSat’s attentionAt the time of sale, customers are made aware of ViaSat’s equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Ms*** on December 20, and available at
exede.com/legalWe apologize for any confusion this situation may have causedOn April 26, Ms*** sent an email to ViaSat’s Consumer Affairs department which stated: I was a customer of your companyI disconnected my service in FebruaryAfter fulfilling my year contractA box was sent to me to return the equipmentI did exactly as instructed to doThe radio off the dish, the modem and even the phone modem was returned to you, as well as all cables and cordsIn March $was charged to my credit card for not returning the modemI sent it backI don't know how something that is sitting on the very top and as big as it is was missedSomeone took it out of the box and now I am being charged for itI just want my money backI have called several times and was treated very badlyVery poor customer serviceNo one would take the time to help me, they would read a note and just say "the notes say you didn't return it" and that was as far as it would goTwice I was blown off and basically hung up onI am in the process of reporting you to the Revdex.com and the FTCSo would someone kindly respond to me and return my moneyViaSat’s Consumer Affairs department replied to Ms*** email informing her that UPS confirmed that they only received the leased ViaSat transceiver and ATA (voice adapter) on February 19, Due to this, the charge on March 24, for $was for failure to return the leased modemNevertheless, in order to bring resolution to her complaint, ViaSat’s Consumer Affairs department agreed to refund the $to the payment method on fileThe refund was issued to the payment method on file, April 26, and should be received by you within three to five business dayGiven this information, ViaSat believes this complaint was resolved prior to the filing of the Better Bureau Business complaintIf Ms*** requires additional assistance with this refund, please have her contact ViaSat’s 24-hour Customer Service department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
ViaSat is currently only offering the Freedom plan in select areasThere are some technical hurdles we need to overcome to be able to transition
subscribers on a Classic *** plan onto the virtually unlimited Freedom planWe are evaluating the Freedom plan in areas where we have the highest available capacity on our satellite beams (i.e., there are not as many people on the *** service in these areas)In these areas, we can offer a virtually unlimited service without compromising service speed and qualityThere is no defined timeline for this, so we ask for your patienceOur goal is to offer as much data we can while keeping our network uncongested and speeds at or above MbpsIf we offered the Freedom Plan across our entire network at the present time, it would lead to network congestion, which we're trying to avoid
ViaSat does not offer an unlimited service plan ViaSat does offer its Freedom plan, which offers considerably more data for $a month; however, this plan is currently not available in Ms***'s area Currently, there is no defined timeline for when the Freedom plan will be available in more areas
Customers 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 December 27, (also available at ***.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 work
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 router, and day-to-day activity
Provided this information and that the Freedom Plan is not currently offered in Ms***'s area, ViaSat believes this complaint has been resolvedMs*** may contact ViaSat's customer service department if she feels our services are not meeting her needs and wishes to disconnect her ViaSatViaSat's customer service department may be contacted at ###-###-#### and please have her reference ticket ***
Thank you for the opportunity to respond

In order to resolve this complaint, ViaSat issued the refund for the $Mr*** references in his complaintWe believe this addresses his concerns and the complaint has been resolvedThank you!

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At 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 work Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do 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 browsing In 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

Thank you for bringing Mr*** complaint to our attention
Our records show Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr*** ordered
service during a promotional period, he is currently receiving a discount of off his bill per month for the first three months of service, and EasyCare at no 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
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 records show Mr*** contacted Viasat’s Sales Department on February 20, to inquire about serviceAfter he specified what his internet needs were, the Viasat representative recommended Viasat’s Unlimited Data Silver 25, but informed Mr*** that the Unlimited Data Bronze plan was also available if he wanted a lower-priced planThe Viasat representative also advised Mr*** with the differences between the two plansDuring this conversation the Viasat representative also informed Mr*** that he could order DIRECTV’s service through Viasat, and discussed the television packages available to him as well as the pricing for both servicesMr*** moved forward with ordering both the Viasat Internet and DIRECTV television serviceWe apologize if Mr*** was not placed on the Viasat Internet service plan that he wanted
The Viasat service was installed at Mr*** home on February 23, Mr*** called Viasat on February 27, to confirm which service plan he was receivingWhen the Viasat representative informed him that he was receiving the Unlimited Data Bronze service plan, Mr*** advised that he’d been under the impression that he was to receive the Unlimited Data Silver service planThe Viasat representative offered to transition Mr*** service plan and informed of him the transition disclosuresMr*** declined the offer
Viasat received another call from Mr*** the same day at which time he requested the disconnection of his account due to his service plan issuesThe Viasat representative offered to transition Mr*** service plan to one that would better meet his needs and provide him with a discount of $off his bill per month for months, but Mr*** declinedDuring this conversation, Mr*** was also educated on network prioritization, as described above
As resolution to this complaint and in consideration of Mr*** short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full if he disconnects prior to March 24,
Mr*** will be responsible for returning Viasat’s modem and transceiver within days after 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 prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
If Mr*** would like to move forward with the disconnection of his account, 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

Thank you for contacting ViaSat regarding your concerns listed belowWe apologize for any inconvenience this may have caused youAt the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreement signed by you on August 26, and available at exede.com/legalWe apologize if you feel these points were not communicated to your satisfactionViaSat requires that a valid payment method be on file at all timeWe apologize that you ran into some issues regarding the payment method on fileIn order to arrive at a resolution ViaSat has agreed to waive the early termination fee from your accountAt this time there is a $balance on the accountPer the disclosures that were read to you at the time of disconnection you will be responsible to send back two pieces of equipment using the prepaid shipping label and box that will be supplied by ViaSatIn the box there will be detailed instructions and pictures of the equipment that needs to be sent backThank you for allowing ViaSat the opportunity to respond.

Complaint: ***
I am rejecting this response because:I *** *** retrieved my refund from Visat I requested that they put the refund on an other card which was a prepaid card instead of them using my another due to them charging my card without my permissionThis company is refusing to verify the refunds to greendot that they are valid so there is a block on my card due to three refunds being made back to back I talked to *** at Valsat he refuses to verify to greendot these charges are valid so my card is blocked until Valsat contact them to give the information greendot is requiring which is the original receipt from all refunds which was issued
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms*** purchased ViaSat’s Liberty service plan through an authorized ViaSat Each customer has access to ViaSat’s Customer
Agreement at ***. 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***’s electronic signature on the Customer Agreement dated October 2, 2016. The Customer Agreement commits customers 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 termOn November 1, 2016, Ms*** contacted ViaSat to discuss the disconnection of her ViaSat accountDuring this conversation, Ms*** stated that she felt that the dealer took advantage of her and that she didn’t sign the Customer Agreement. Due to the signed Customer Agreement, Ms*** was educated that the early termination fees would apply In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agrees to waive the applicable early termination fees associated with the disconnection of her accountAdditionally, Ms*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she 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 her home address within a week after her disconnection, and it will include return instructionsThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or
outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus 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.The Customer Agreement provided to each new customer, and signed by Linda *** on March 4, 2018, 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 Data Bronze service plan through an authorized Viasat DealerAll 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 6, 2018, Ms*** contacted Viasat to advise of no connectivity with her Viasat service and slow speedsA Viasat representative assisted her in troubleshooting her equipment and running a speed testThis test revealed that Ms*** was experiencing some slow speeds, which were caused by network congestion. Ms*** did not contact Viasat again until March 21, in regards to receiving slow speedsThe Viasat representative advised her that she had used GB of her data, and that her data usage speeds would now be prioritizedThe Viasat representative rebooted her modem and ran a speed test, which determined that her speeds were within range of her planMs*** stated that she was at work, and requested a supervisory Viasat representativeThe supervisory representative advised Ms*** that she was experiencing network congestion in addition to having reached her data thresholdThe representative requested that Ms*** contact Viasat once she was on site for further troubleshootingWe apologize if Ms*** feels that her experience with Customer Care was not to our standards. At this time, in an offer of good faith, Viasat will agree to waive Ms*** full early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, 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

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 Mr** ** ***’s complaint to our attention
The Customer Agreement provided to each new customer, signed by Mr** ** *** and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if
service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Mr** ** *** called Viasat on October 31, because he was unable to connect his television to the internet serviceAt this time, the Viasat representative guided Mr** ** *** through troubleshooting, and he was able to connect successfully when he used a second deviceIt was recommended that Mr** ** *** seek the assistance of a television service technician
A second call was received from Mr** ** *** the same day regarding an issue with his connection, at which time he was guided through troubleshooting once againThe Viasat representative informed Mr** ** *** that there did not appear to be an issue with his equipment, per the diagnostics from his modemMr** ** *** advised he would call back
Mr** ** *** called Viasat on November 1, to disconnect service, expressing that he felt he had been misinformed at the point of saleThe Viasat representative advised Mr** ** *** of the disconnection disclosures and processed his requestPer Mr** ** ***’s request, an internal escalation was created to inquire of the early termination fees could be waivedThis waiver request was denied on November 2,
On December 1, 2017, Viasat collected early termination fees from Mr** ** *** in the amount of $Mr** ** *** was informed that his waiver request had been denied on December 3, 2017, and again on December 5,
As resolution to this complaint and in consideration of Mr** ** ***’s short term as a Viasat subscriber, ViaSat has issued a refund of $to his payment method as of December 6,
Our review of Mr** ** ***’s account shows that he has returned Viasat’s modem, but not the transceiverMr** ** *** should be advised that failure to return the transceiver will result in an unreturned equipment fee of $150.00, not including taxes, per the Customer AgreementIf Mr** ** *** requires another equipment return kit be sent to him, he may request one by contacting Viasat’s 24-hour Customer Service Department at ###-###-####
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,
*** ***

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,
*** *** I agree to this so long as company does as they say will do

Thank you for bringing Mr***’ complaint to our attention.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated
computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** *** on November 30, 2017, that speeds may vary and are not guaranteed.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.Mr*** contacted Viasat on January 27, in regards to his plan’s speedsHe stated that he had received notification that he had reached GB of usageThe Viasat representative assisting him advised of his plan detailsMr*** was also advised at that time of network congestion and how that could affect his speedsMr*** stated that he would contact back when his data rest if he was still experiencing the same issues.On February 6, 2018, Mr*** contacted Viasat in regards to slow speedsA Viasat representative assisted him in troubleshooting his equipment, and determined that the slow speeds were in relation to network congestion during peak hoursThe representative advised Mr*** to contact Viasat the following morning if he was still experiencing the same issues. On February 27, 2018, Mr*** contacted Viasat to state that he had no connectivity with his Viasat servicesAfter troubleshooting, a service call was ordered for Mr*** to have a technician inspect his equipmentThe technician reported a bad receiver, and replaced the piece during the course of the service call. Mr*** contacted Viasat on February 13, due to experiencing slow speedsA Viasat representative assisted in troubleshooting the equipmentA speed test performed by the agent showed that the speeds were within range of the plan, but Mr*** reported slow speeds on his own speed testTherefore, Mr*** was referred to Viasat’s technical escalations teamThey in turn recommended Mr*** receive a session with Viasat’s Premier Technical Support (PTS)After further troubleshooting, the PTS member requested that Mr***’ account be escalated to Viasat’s Service Assurance Center (SAC) for further testing and analysisMr*** agreed, and was advised a two to three day wait period while this was escalated. In light of this complaint, Viasat has performed a review of Mr***’ account and its speeds as of March 15, Mr*** has used approximately GB of his unlimited data usage, and a speed test run on March 15, reveals that his speeds are within the range of his plan. At this time, Viasat requests that Mr*** wait for the results of the testing of his accountHowever, as an offer of goodwill, Viasat will also offer Mr*** a full waiver of his early termination fees should he choose to disconnect after he receives those results. 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 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 take advantage of this offer, or if he has any further questions or concerns, he 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***’s rebuttal to our attention
As previously stated, during the May 29, conversation, Ms*** was advised that her concerns were directly related to her exceeding her monthly Priority DataMs*** is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps uploads
Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on May 24,
Additionally, our records indicate Ms*** had a conversation with a ViaSat representative on June 28, regarding her data usage and the Liberty plan service details, including the Liberty Pass
ViaSat received two calls from the ***es on July 12, regarding a service issueBoth times, they were guided through troubleshooting, and both times showed that they were receiving speeds within advertised range and were able to connect
Once again, ViaSat does not agree to waive the early termination fees of approximately $in full; however, as resolution to this complaint, ViaSat will waive half of the fees, provided that she disconnect prior to September 28, This will leave her responsible for early termination fees of approximately $
If she would like to move forward with the disconnection of the service, she may call ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms*** response to ViaSat’s attentionAs stated in the previous response ViaSat does not agree to waive the early termination fees in fullViaSat has agreed to waive half of the early termination fees from the accountViaSat will not refund any charges as the services were usedViaSat does not issue refunds for unused servicesViaSat still shows the account as active and will need Ms*** to call into ViaSat’s customer care at ###-###-#### to have the account disconnected and for the waiver of half of the early termination fees to be grantedThank you for allowing ViaSat 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 feeAs Mr*** ordered service during a promotional
period, he is receiving a discount of $off his bill per month for the first three months of serviceThe Unlimited Data Silver service plan provides unlimited data usage at regular download speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
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 softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
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 records show Mr*** called into Viasat on December 16, to report a connectivity issueDuring this conversation, Mr*** was guided through troubleshooting, but the issue persisted and a service call was orderedA second call was received from Mr*** the same day, at which time he requested the disconnection of his serviceAt this time, the Viasat representative cancelled Mr*** service call request, and reviewed the disconnection disclosures with Mr***Mr*** elected not to disconnect the service that day, and advised he would call back
A third call was received from Mr*** the same day, at which time he requested to speak to a supervisor regarding concerns he had about the point of sale informationDuring the conversation with the supervisor, Mr*** informed that he felt he had not been properly advised of the service, including the pricingIn response to Mr*** service issues, the Viasat supervisor guided him through troubleshooting and ordered another service callCurrently, this service call is still open in a pending status
As resolution to this complaint, and in consideration of Mr*** short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full upon the disconnection of the accountMr*** 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 AgreementA *** 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 he would like to move forward with the disconnection of his account, he may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
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.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 Mr*** *** electronic signature on the Customer Agreement dated April 11, 2016. 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.Our records indicate that Mr*** contacted Viasat multiple times on April 12, 2016, in order to request disconnection of his newly installed servicesMr*** stated that he wasn’t supposed to receive Viasat services and was under the impression the technician that came to install the services was with ***VMr*** was advised per disconnection disclosures of his early termination fees, but chose not to disconnect that day so that he could speak with a supervisory Viasat representative regarding his early termination fees. On April 13, 2016, Mr*** contacted Viasat and requested the disconnection of his services and a waiver for his early termination feesHe stated that the Viasat authorized technician had misrepresented who he worked forMr*** disconnection was processed the same dayNo waiver was requested for Mr***We apologize for any inconvenience this may have caused Mr***Viasat has not received contact from Mr*** since that day. On May 12, 2016, Mr*** account was billed $567.47, $for early termination fees and $for his first month’s past due balanceSince Mr*** had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr*** accountOn May 31, 2016, that balance was written off to Viasat’s collections agencies. We apologize for any inconvenience Mr*** may have experienced during this timeIn resolution to this complaint, Mr*** account was fully removed from collections on February 21, 2017. 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 at 1-855-463-9333.Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because: I have attached my "monthly usage meter"You can see that it does not reflect where data is being used, and this is a deceptive practice by ViasatMy package includes free email and web browsing, with no restricted hours on that useHowever, Viasat Revdex.com response states my usage is from web browsingSince I can't see that on the attachments, as a customer I never know where the data is really being usedHowever, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email useMy service has been out for weeks out of this past month, and I am not aware of any credit for $or $195.35, as they should not be charging me for the lost weeksIf they are indeed crediting my account, there should be no charge for these weeks, the $can cover April (minus the weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $starting in May. Their math is wrong: $for April, + $for May, then a credit of $19.99/month for the other months would total $for those months, so the total they are telling you they are crediting me is $but their totals of $225.34+ $is $They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $for April and May, which still leaves me a credit of $From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usageI have been complaining along with MANY other about thisWe've been on vacation with the Exede modem not working at all, and had data usedThere is no way our account used itIf the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their accountWhen you call, they ALWAYS turn it back to the customer. This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Viasat did not mention some proven facts by its own staffThey said I had access to the website for useage & the welcome packet explaining the terms & conditionsViasats response did not mention how they made the mistake of sending the information I was supposed to have prior to install to the incorrect email addressI spoke with a supervisor named prior that agreed with me and verified that the info was emailed to the wrong address, therefore I would have been properly informed about there network capabilitiesUnlike the sales rep who said I could use there network for multiplayer gamingTurns out I can notAnd it states this I the welcome packageI was told I could change my mind prior to install, if I had properly received the welcome package I would haveThe website that Viacom states we can monitor our usage, only goes to the package you have signed up for, is gig liberty, it stops at gigI cant see or do anything past gigOnce I was able to log on & figure out the email was part of the problemI was already at gig and wasn't able to do anythingThe email was proven to be at fault & an employee in the retention office lied about it when it spoke to the sales manager he could see were the email was changed in the systemTwo conflicting stories between sales & retention deptsRetention dept mngr said I used 300gig plus in my time with CoSales, & the response letter both have conflicting storiesIn my Xbox history I don't have even have a gig use higher than So how did I pull gig in under ten days @ 3-mb download speedI wonder if the math is even possibleA statement that I was unable to verify & the sales manager found highly unbelievableViacom totally skipped over retention dept recommending to send my child up a ladder to remove a part from a satellite dish that I don't even know what it looks liketruthfully none of this would have happened if when I asked the questions about services I got the correct answersI asked will your service cover, Xbox 1s, laptops, tablets, & online gamingI was told yes but I would experience some lagI said I understandI also asked do you cut off when I run outHe said noYou just slow down a littleBut that isn't the truth, you can't play any multi player online at allAnd as I understand it that is the premise for getting the serviceI made my deal off of what the sales rep said & told me about the service, which is all recorded on viacoms system and has been reviewed by the sales managerI also requested my service to be cancelled so I don't understand why Viacom is refusing to cancel my serviceI'm handicapped, I'm not able to climb a ladder to remove a part I don't know what looks like, I feel like I got set up into trap that they wont even cancelNor is the business even willing to even acknowledge a single mistake on there partThe CEOs office is not a far drive from my home, if those responding to these don't seem to care enough about there companies reputation I wonder what the CEO will think when I present him with a transcript & a meetingThe total unwilling cooperation from Viacom is unbelievableI know this is my first time with satellite internet but I would hope this doesn't set the tone for most companiesHad I been properly informed I would have simply moved on to another company looking for a service that is better then my currentAnd neither Viacom or myself would be in this situationI wish my service cancelled immediately like I was toldI was never told it was overturned & that I would still be continued to be billedIf I choose it to be cancelled it should be soNot left on against my wishesThere modem is unplugged & waiting for the box to arriveIve explained my case but viacom wont see that I got there service under informationBut that doesnt matterJust get the money & forget how the customers are treated
Sincerely,
*** ***