ViaSat, Inc.

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 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 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.

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

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

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

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 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***’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

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 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

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

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*** complaint to our attention The Customer Agreement signed by *** *** on March 15, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.
Our records show that Viasat charged Mr*** $in monthly service fees on March 16, 2018; however, the payment was failed by the bank for insufficient fundsMr*** contacted Viasat multiple times on March 19, regarding a $charge he had incurred from his bankThe Viasat representatives advised Mr*** that this charge was not from Viasat and that he may want to check with his bank as to where the $charge came fromMr*** confirmed that he would contact his bank for further information On March 26, 2018, Mr*** account was suspended for nonpayment of serviceMr*** contacted Viasat the same day inquiring why he had been charged the $The Viasat representative advised Mr*** that this may be an overdraft fee from his bankMr*** requested to disconnect his service at this timeThe Viasat representative read Mr*** the disconnect disclosures, including information regarding his early termination fees, and processed the disconnection 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 termAs a resolution to Mr*** complaint, Viasat will agree to adjust off the past due balance of $However, Viasat does not agree to waive Mr*** 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
The speeds quoted by them are isolated resultsTheir tech has tested the system on site and remotely several times and has seem the drop in speed in NON CONGESTION timesTheir own second tier tech support has also remotely tested and recorded speeds of less than mb per secondThere have been multiple times that it has been impossible to even connectIt is even stated in their own documentation speeds less than mb per second in high usage times is not normal, provided the user is not in data restriction, which I have not beenThey have over sold the capacity of their network and the consumer is not getting what is promised or paid for
Sincerely,
*** ***

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 Ms***’s rebuttal to our attention
As previously stated, ViaSat does not agree to issue her a refund for four months of service as she has actively been using itTo further resolve this complaint, however, ViaSat will agree to apply a second free month of service to her accountWe also agree to provide Ms*** with a free service call as a one-time courtesyShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***Hold times vary depending on call volumeWe apologize if Ms*** feels she could not reach a ViaSat agent in a timely manner
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement, signed by Ms*** on March 21, and available at exede.com/legal, advises that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to
time for various reasons, including inclement weather at a customer’s home or their service gatewayAdditionally, the Customer Agreement also advises that Viasat does not guarantee any particular speedDue 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
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 while receiving the Unlimited Data Bronze plan, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
Our records show Ms*** called Viasat numerous times between March 22, and April 1, regarding ongoing connectivity issuesViasat’s representatives performed troubleshooting with Ms*** and provided her with downtime credits totaling $for her issues
On March 26, 2018, a service call was ordered so a technician could further assist Ms*** with her concernsViasat’s technician went out to Ms*** home on March 27, and swapped the equipment; however, the issue persistedOn April 10, 2018, it was determined that there were issues at one of Viasat’s core node that was impacting Ms*** service
Ms*** called Viasat on April 10, because she was experiencing a buffering issue while trying to streamAt this time, she was reminded of the details of her service planMs*** called back the same day regarding her issues, at which time she was guided through troubleshooting and the issue was resolved
Viasat’s field technician contacted Ms*** on April 11, to follwith her service issuesDuring this conversation, Ms*** informed the technician that her services were working fineMs*** chatted into Viasat with speed issues the same day, at which time she was informed that she had reached the GB threshold as described above, and that the priority of her service had been lowered
As resolution to this complaint, Viasat is willing to waive Ms*** early termination fees in full if she chooses to disconnect serviceMs*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she 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
Ms*** may call Viasat’s 24-hour Customer Service Department in reference to ticket no*** if she would like to move forward with the disconnection of her account with the early termination fees waived
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on December 20, and available at exede.com/legal, states that monthly fees are payable in advance and authorizes
ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees ViaSat’s systems currently do not support the bill pay option through a subscriber’s bank, and only accepts payments through credit card, debit card, or electronic funds transfers
Our records show Mr*** contacted ViaSat on January 26, because he had been charged monthly service fees of $At this time, Mr*** advised that he had not wanted the card on file charged, and would setup an online bill pay for the amount in question A refund for the payment of $was issued to Mr*** on January 27,
Between February 24, and December 24, 2015, ViaSat successfully collected monthly service payments from Mr*** via the credit card that was on file for him
On January 24, 2016, ViaSat attempted to collect a monthly service payment of $60.77, but the payment was failed by Mr*** financial institution because they’d been advised not to honor the paymentMr*** called ViaSat on January 25, regarding the balance due, advising that he’d made a payment for the amount via his bank’s online bill payAt this time, he was advised that ViaSat’s systems were not showing any payment at that time; however, the ViaSat representative also advised Mr*** that it sometimes took hours for a payment to be posted in ViaSat’s systems
As no payment was collected for the balance due, Mr*** account was subsequently suspended for nonpayment on February 4, ViaSat received a second call from Mr*** on February 13, because he was unable to connect, at which time he was reminded of the balance dueWhen Mr*** advised he’d made a payment through his online bill pay, the ViaSat representative accurately informed him that there was no payment showing as received for the balance in question and that ViaSat’s systems were not setup to accept payment through the bill pay option through a subscriber’s bankMr*** was also advised that he could either provide a copy of his bank statement showing the payment had processed through successfully; issue a chargeback through his bank; or make a minimum payment of $to have his services resumed from suspensionMr*** requested to speak to a supervisor
During his conversation with the ViaSat supervisor, Mr*** was informed that ViaSat had a credit card on file for the monthly service payments, and that ViaSat had no record of a payment being received for the January 24, As a courtesy, the ViaSat supervisor resumed Mr*** services, but once again reminded him that he should fax in a copy of his bank statement showing the successful payment
The account was suspended for nonpayment once again on February 15, ViaSat received a call from Mr*** the same day because he’d faxed in copies of his bank statement; unfortunately, the Customer Advocate Team (CAT) that reviews and works customer faxes was not available at this time and Mr*** was asked to call backMr*** declined and requested that a supervisor call him back once CAT was availableA supervisor called Mr*** back later the same day, but there was no answer
A CAT representative reviewed an email from Mr*** on February 22, 2016, but failed to contact Mr*** regarding their findings or escalate Mr*** issues to ViaSat’s Finance DepartmentWe apologize for any frustration this may have caused Mr*** to experience
On February 26, 2016, ViaSat received a check in the mail from Mr*** for the amount of $His service was resumed on February 27,
ViaSat attempted to collect a payment of $from Mr*** for his monthly service fees on March 24, Once again, the payment was failed by Mr*** financial institution because they’d been advised not to honor the paymentSubsequently, the account was suspended for nonpayment of March 29,
On April 18, 2016, Mr*** called ViaSat to have his account disconnected due to his billing issues, at which time he advised he would not pay the balance dueMr*** account was disconnected, per his request
We apologize for any frustration Mr*** may have experiencedIn order to resolve this complaint, ViaSat will waive the balance due of $from Mr*** account, but ViaSat does not agree to issue a refund for the February 26, payment of $60.77, or waive his early termination fees of approximately $
Thank you for the opportunity to respond