ViaSat, Inc.

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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software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

Complaint: ***
I am rejecting this response because: I will accept the financial restitution but will not accept their responseI was available for scheduling but being Viasat told me I already had an appointment with their tech support, I did not know that I would be receiving a phone call on 4/27, and 4/It was not until the dealer left a message that I even knew what the unknown number was calling me
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
The Customer Agreement signed by Ms*** on August 2, 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
Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Ms*** payment method on file for ViaSat's servicesHowever, ViaSat has been unable to successfully collect the monthly payments from Ms***'s payment method on file since December 4,
Ms***'s account was credited for the monthly charges while under suspend in March and June However, a refund was issued per Ms***'s request on March 11, 2015, but the payment failed therefore the $refunded is now owed
Currently, Ms*** owes for the monthly services rendered from December until June in the amount of $which also includes the refund incorrectly issued, as well as $for the early termination fees associated with the disconnection of the accountMs***'s account was disconnected on July 4, 2015, and ViaSat did not attempt to collect further monthly charges after this dateHowever, her services were suspended on March 23, until April 3, 2015, April 6, until July 4, when the account was disconnected
As ViaSat was unable to collect the monthly charges from Ms*** and the account was disconnected before the completion of the month agreement, ViaSat does not agree to waive the current balance owed of $ViaSat believes this is a valid balance
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:A computer outage at this company is why there is no record of my call or request.
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he would 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 delivery was attempted; however, Mr*** never receivedViaSat only sends the box and label as a courtesyViaSat charged Mr*** on January 30, when the equipment was not returnedThe total charge was $When ViaSat attempted to collect this payment it failed multiple timesOn April 28, the payment of $went through Mr*** received the box and label and sent the equipment back which ViaSat received on April ViaSat has credited back the account and issued a refund of the $back to the payment method today May 5, Mr*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:I did not agree to any contract I NEVER signed any agreement on 11-22-before or after that date eitherThis company is playing games with money and falsey making agreements with people on there own terms and timeThis company has caused multiple issues and if I need to take this further I willI refuse to pay anything more to this companyI have changed my bank since they took an unauthorized amount out of my accountThey are extremely unprofessional and I am through with themThis is the last they will hear from meAnd will never receive a penny from my pocket! They are thieves and liars. Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention. Our records show Mr*** is receiving Viasat’s Unlimited Silver service plan at $a month, plus applicable taxes and a $monthly equipment leaseThis service plan offers a GB monthly priority data allowance
at regular speeds up to Mbps download and Mbps upload.The Customer Agreement, signed by Mr*** on February 14, 2018, 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termA copy of Mr*** signed Customer Agreement has been mailed to him as of May 4, 2018.Viasat is a paperless company and does not offer billing through the mailCustomers have access to view and print their bills on the customer portalViasat customer service is available hours a day and seven days a week to assist customers in gaining access to the customer portal. Mr*** contacted Viasat on March 2, to discuss disconnecting his service and was informed of early termination fees that would be charged if he made that decisionMr*** asked the Viasat representative to remove the payment method he had on fileThe Viasat representative processed that request. Mr*** contacted Viasat on April 17, to have his payment method removed from his account as the previous request had not been finalized in the system. The Viasat representative processed that request againWhen Mr*** requested paper bills to be mailed to him instead of paperless billing, he was informed of Viasat’s paperless billing policy and provided with self-help options. The Viasat representative also advised Mr*** that he could access his signed Customer Agreement onlineAs Mr*** was complaining of a connectivity and speed concern, the Viasat representative performed troubleshooting, and determined that there were no issues found with Mr*** Internet service. Our review of Mr*** account as of May 4, shows that Mr*** is actively utilizing the serviceAs such, Viasat does not agree to waive Mr*** early termination fees in full if he chooses to disconnect service. Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWE apologize for any confusion or frustration this situation might have causedOn August 20, 2016, Mr***’s ViaSat account was charged $for failure to return the leased modemViaSat received a call from Mr***
on August 21, to discuss this chargeDuring his conversation with the representative Mr*** was informed that the charge occurred due to our failure to receive the leased modemCustomers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they 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 is delivered to their home address within a week after their disconnection, and it includes return instructionsIn order to bring resolution to this complaint, ViaSat has issued a refund to the payment method on file for the $collected on August 20, Mr*** should receive the refund in three to five business daysThank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention.Our records show Ms*** was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, 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.The Customer Agreement provided to each new customer, and signed by MsSukey *** on February 28, 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.On February 28, 2018, Ms*** contacted Viasat to request a disconnection of her servicesShe stated that she had been informed that the Unlimited Silver plan had a threshold of GB by her technician and sales representativeMs*** was advised that the Unlimited plans have no hard data limit, and that she should only experience prioritization after she had reached her threshold limit and if there was congestion in the areaMs*** chose not to proceed with her disconnection. On March 20, 2018, Ms*** contacted Viasat to request a technician complaint be placed against her installing technician, as she stated that she had been advised there would be no loss of speeds with her planMs*** requested a disconnection of her services, stating that she was within a trial periodA Viasat representative advised her that Viasat does not offer a trial period, but honored Ms***’s request to disconnect her servicesDisconnection disclosures were read, including information about early termination fees. Also on March 20, 2018, Ms*** contacted Viasat to request to speak to a supervisory representative about her disconnectionThe Viasat representative advised her that they could internally escalate her request to review her account for a waiver of the early termination fees, which was done the same dayThe request for the waiver was correctly denied based on the information given at the time.On April 1, 2018, Viasat billed Ms*** in the amount of $for early termination feesDue to Viasat not having an updated payment method on file, no charge went through, and no payment was collected by ViasatThis has created a past due amount on Ms***’s account. On April 6, 2018, Ms*** contacted Viasat multiple times about her early termination fees and the reasoning behind her disconnectShe was advised by a supervisory representative that the sales call would be listened to to determine if Ms*** had been misinformed or notOn April 7, 2018, the supervisory representative notated that Ms***’s story had been accurate, and requested internally that Ms***’s past due balance be waived. In resolution to this complaint, Viasat will honor the waiver of early termination fees for Ms***’s accountWe apologize for any misinformation she might have been givenThe waiver has been applied as of April 9, 2018. If Ms*** has any further questions or concerns, she 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, 2015/09/24) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she may have experienced
Our records show Ms*** setup service through an authorized ViaSat dealer on June 28, ViaSat internally
supplies customers who setup service through this dealer with $
ViaSat received a call from Ms*** on August 13, because she had not received this gift cardDuring this conversation, Ms*** was advised by the ViaSat representative that she would need to contact her dealer regarding the gift card
ViaSat did not receive any further contact from Ms*** until July 25, 2015, at which time she requested the disconnection of her account because she was movingDuring this conversation, the ViaSat representative reminded Ms*** of her signed Customer Agreement and early termination feesAt this time, Ms*** advised that she had never received her promotional gift card, and was once again advised that she would have to work with her dealer for resolution
The Customer Agreement, signed by Ms*** on July 8, 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 reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termOn August 12, 2015, ViaSat charged Ms*** $in early termination fees, but the payment failedOn September 14, 2015, the account was sent to outside collections for nonpayment
In response to this complaint, ViaSat internally escalated Ms***'s complaint for review, at which time it was determined that she did not receive the $gift card due to an errorIn order to resolve this concern, ViaSat will send Ms*** a $gift card on October 2, 2015; however, as she is receiving this gift card, ViaSat does not agree to waive her early termination fees
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any issues she may have experienced The Customer Agreement signed by *** *** on December 7, 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. Additionally, the Customer Agreement authorizes ViaSat to automatically withdraw from *** *** payment method on file for ViaSat’s services Our records show that ViaSat attempted to collect *** *** monthly bill on May 28, 2016; however, this payment was unsuccessful. Therefore, on June 8, 2016, ViaSat suspended *** *** ViaSat account due to nonpayment On June 28, 2016, ViaSat charged *** *** an additional $in monthly services, bringing her total balance due to $*** *** contacted ViaSat the same day regarding the suspension of her ViaSat account until June 28, 2016, at which time she made a one-time payment of $and updated her payment methodViaSat collected a second payment of $from *** *** on June 30, 2016, bringing her account balance to zero On June 30, 2016, ViaSat received a call from *** *** for the second payment of $During her conversation with the ViaSat representative, *** *** was advised that at the time of her June 28, payment, she’d had a past due balance of $for the May and June monthly bills *** *** informed the representative that she did not believe she owed the additional payment of $as her account had been suspended when the June 28, monthly service fee had billed In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agreed to refund *** *** the charge of $collected on June 30, This refund was submitted on July 14, 2016, and should be received by her within three to five business daysHowever, on July 18, ViaSat received a chargeback from *** *** bank leaving an outstanding balance of $due to the duplicate refunds she received Due to this, *** *** may contact ViaSat’s 24-Hour Customer Service department at 1-855-463-and make a onetime payment. Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I just received an email from via sat and they still had my old name on it.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** has been advised that ViaSat will need day rolling bank statements from each account that they are showing the charges fromViaSat has not received the
proper documentation to start the investigationBased off the documentation that we have received ViaSat has advised Ms*** that we show a joint account and each charge has a corresponding reference numberThe reference numbers match for the charges on both attachmentsWith the current information that we have received we show the same reference number which would tell ViaSat that there is a joint account and that the charge is only being removed onceThe documentation that Ms*** has provided is not sufficient to show double chargesViaSat has attempted to locate a possible second account as well and was unable to do soAt this time Ms*** will want to fax over rolling day bank statements from each account showing the double charges, she can contact her financial institution and they will know what a day rolling bank statement isThank 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, 4, 2015/12/21) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any issue he may have experienced with ViaSat's Data Allowance Policy
The Data Allowance Policy is meant to ensure all customers have equitable access to the
network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers 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 Mr*** on April 29, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers 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 cost
Mr*** is currently receiving ViaSat's Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides a 10GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsDue 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
Our records show Mr*** contacted ViaSat on May 16, regarding the speed of his serviceDuring this conversation, the ViaSat representative guided Mr*** through troubleshooting before performing an internal speed test on Mr***' modemThe results of this test showed that Mr*** was receiving above-advertised speeds for both download and uploadMr*** ran a speed test on his own computer through his wireless router, at which time it was determined that the speeds on his end were slower, but still within acceptable rangeHowever, as Mr*** was dissatisfied, the ViaSat representative offered him a service call and a goodwill credit of $Mr*** accepted both offersViaSat's technician went out to Mr***' home on May 18, 2015, at which time his dish was realigned and some connectors were replaced
ViaSat was not contacted again by Mr*** until August 8, 2015, when he called in because he was experiencing slow speedsAt this time, Mr*** was advised that there was congestion on the network in his area that was impacting his services, and was provided with another $goodwill credit for the inconvenience
On September 2, 2015, Mr*** called ViaSat because the majority of his 10GB monthly data allowanceDuring this conversation, Mr*** advised that he was using the internet service to record and stream movies on his Smart TVAt this time, the ViaSat representative reminded Mr*** of the Data Allowance Policy and high causes of usage, and educated him on how he could manage and monitor his data usage throughout the month
ViaSat received a call from Mr*** on December 15, because he'd exceeded his data, and wanted a manual reboot of his modem
Our records show Mr***' data for this billing cycle (December 1, 2015-January 1, 2015) shows that his 10GB monthly data allowance went towards web browsing, marketplaces (e.g., app stores, eReaders), media (e.g., Netflix, Spotify, DirecTV OnDemand etc.), communications (e.g., instant messaging, email, audio/video calls and chats, etc.), social networking, storage (e.g., cloud storage and online backups, file transfers, etc.), and system updatesHis usage is scheduled to reset on January 1,
If Mr*** chooses to move forward with the disconnection of his account, ViaSat does not agree to waive any portion of his early termination fees
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/03) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat
Customers are informed at the point of sale that third-party Voice over IP services (VOIP) may not work on
ViaSat's networkThis point is also addressed in Section of the Customer Agreement, signed by Ms*** on February 19, and available at exede.com/legalViaSat does not support any third-party applications, devices, or programs of any kind, and does not guarantee that they will work with the ViaSat serviceViaSat supplies its own Exede Voice service, which has been designed to work with the Exede Internet service
Our records show Ms*** contacted ViaSat on July 30, because her third-party VOIP service was not working with ViaSatDuring this conversation, the ViaSat representative determined that there was an issue with Ms***'s Exede Internet service that would require a service call to resolveThe ViaSat representative offered Ms*** a free service call, which Ms*** acceptedAs Ms*** went through a local ViaSat dealer to setup services, she will need to contact that business for scheduling the service call
ViaSat received an email from Ms*** on July 31, 2015, in which she requested the termination of her service due to connectivity issuesIn response, a ViaSat representative attempted to reach out to Ms*** via phone, but there was no answerA message was leftAs ViaSat does not accept disconnection requests via email, Ms***'s account is currently still active
ViaSat does not agree to waive Ms***'s early termination fees in fullAs previously stated, ViaSat does not support or guarantee that third-party VOIP services will work on the Exede networkIn order to come to a resolution regarding this complaint, however, ViaSat is willing to waive up to half of Ms***'s early termination fees as a gesture of good will if she moves forward with the termination of her service
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 AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection
If Ms*** would like to move forward with the disconnection of her service, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st Lie: I was never told that a 3rd party phone may not workIn fact, I was told more than once by Viastat's representatives that it would work very well before I scheduled installation
2nd Lie: I was never offered a free service callI was told by one person it would be $and one $
As far as not being able to reach me by phone, I gave notice in writing to Viastat that ALL future communications from them MUSTbe in writingI have spent over hours on the phone with their inept representatives and will not waste my time with more of their lies
I will not pay a termination fee and once again insist on a full refund for all monies paid for this useless service that Viastat does not support, instead responding with lies, and attempt to make a profit from their mistakes and very unprofessional service with no customer support whatsoeverI have since talked with several other people who were past customers of Excede who have experienced very similar issuesThey are ALL past customers and would never use Excede againI can provide their statements also
I also incurred $for installation which I am demanding be returnedSine Viastat chooses which companies perform their installations, Viastat is responsible also for their poor service
I will be contacting Excede AGAIN by phone for termination, once again, even though I already told of their employees that I wished to terminate my serviceI was under the impression that this service was terminatedone more lieIt was supposed to have been terminated 7/To date I have not received boxes for return of equipment
Final Consumer Response /* (4200, 14, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The equipment was returnedI have not received a refund
Final Business Response /* (4000, 16, 2015/08/24) */
Thank you for bringing Ms***'s rebuttal to our attention
Ms*** has not been charged any unreturned equipment fees; therefore, no refund is owed to her
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat last heard from Mr*** on July 31, via emailIn this email Mr*** requested that his account be disconnectedViaSat responded to Mr***
that same day stating that disconnects cannot be handled via email and he would need to call Customer Service to process the requestViaSat has not heard from Mr*** sinceViaSat is unsure what would have caused Mr***’s services to stop unexpectedly in September of 2016; however, ViaSat offers 24/Customer Service at *** to handle technical escalations and ViaSat did not receive any call from Mr*** during this timeMr***’s account continued to bill as ViaSat showed the services as a working status and had not heard from Mr***On October 13, ViaSat received two chargebacks from Mr***’s bank for $eachViaSat continued to bill and the payments failed which eventually led to a non-pay suspension on January 13, Currently the account remains in the non-pay suspension with an amount due of $In order to arrive at a resolution ViaSat will agree to disconnect the account and waive the balance in fullMr*** will need to call *** and reference ticket number *** to have this performed and so the account is not sent to an outside collection agencyThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for the bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement, signed by Ms*** on March 13, 2015, that speeds may vary and are not guaranteed.Ms*** contacted Viasat via online chat on November 8, because she was experiencing slow speedsThe representative advised Ms*** that she was over the GB threshold and that her service priority had been lowered on the network, per the Unlimited Data Policy.Ms*** called for help with slow speeds on November 8, 2017. The representative tested the speeds and acknowledged they were slow, but reminded Ms*** that she was over the GB threshold. Ms*** called back the same day regarding her speedsAfter troubleshooting, it was determined that the speeds when connected directly to the modem were within advertised range, but slow when using the wireless connectionMs*** asked to speak to a supervisor, and was transferred accordinglyThe Viasat supervisor set up a service call at no charge to investigate the cause of slow speeds for Ms***.The service call was completed at Ms*** residence on November 21, 2017. The technician noted that he did not find any problems with the installation or equipment. Ms*** called on November 21, to get help with slow speeds. The representative stated that Ms*** had exceeded her GB of data usage as the cause of the slower speeds. Ms*** contacted Viasat via online chat on March 12, to discuss disconnecting her serviceThe Viasat representative offered troubleshooting and a $off her bill per month for months, but Ms*** declined. Ms*** contacted Viasat again via online chat on March 13, for help with slow speedsThe Viasat representative advised Mr*** of troubleshooting steps, but Ms*** declined. As Ms*** was actively using the service, Viasat does not agree to provide her with a refund for five months of serviceHowever, as resolution to this complaint, Viasat is willing to refund $for two months of service back to her payment methodThis refund has been processed as of April 4, Ms*** should be informed that it may take three to five business days from the issue date for her to see the amount deposited into the account. 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. *** ***’s original ViaSat account, ***, was established via an authorized dealer on August 29, 2014. On March 16, 2015, ***
***’s new account, ***, was established via this same authorized dealerHowever, *** ***’s original ViaSat account was never disconnected nor was ViaSat made aware that a new account was created. On August 7, 2017, *** *** contacted ViaSat to request the disconnection of his ViaSat account (***) as he was movingAnd on, September 1, 2017, he contacted ViaSat again to discuss the charges he had on both accounts between March and August As ViaSat was never made aware that *** *** had created a new account, the ViaSat representative declined his request for a refund of all charges collected during this time. In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to issue a refund for the charges collected between March and August 2017. ViaSat has requested to have a refund check issued to *** ***; however, we would like to validate his address prior to mailing this to himIf *** *** could please contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** we will move forward with requesting and issuing a check for the duplicate charges.

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by *** ***, the account holder, on January 6, 2016, states that customers are required to return ViaSat’s modem and transceiver within
days of their disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box and free return shipping label for the return of this equipment within a week after disconnectionThe Customer Agreement also 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 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 *** *** contacted ViaSat on February 13, to disconnect his account, at which time he was advised of the disconnection disclosures, including the equipment lease procedures and the early termination fees
On March 8, 2016, ViaSat collected a payment of $in early termination fees from the ***ViaSat’s modem and transceiver were returned on March 22, 2016; therefore, the *** were not charged any unreturned equipment fees
*** *** called about the payment of $on May 2, 2016, at which time she was incorrectly advised that the charge was for unreturned equipment, and a request was escalated to have the equipment locatedBetween May 6, and June 10, 2016, *** *** called ViaSat four times regarding the charge and a refund for the amount
On June 10, 2016, a refund of $was issued to her payment method on file as resolution to her complaints
We feel the resolution previously agreed to and the actions taken by ViaSat adequately address *** *** complaint
Thank you for the opportunity to respond