ViaSat, Inc.

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
Unfortunately, we are unable to locate his account with the information providedIf Mr*** could please provide the service address, account number, or phone number associated with his ViaSat account, we will be able to research and
review this matter accordingly
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** did contact ViaSat's customer service department on July 11, to request the
disconnection of her ViaSat accountDuring her conversation with ViaSat's customer service department she was informed that she was not responsible for returning the leased equipment in errorMs*** was in fact responsible for returning the leased equipment per the Customer AgreementAs the equipment was not returned within the day time frame, Ms*** was charged $on August 16, for failure to return
Due to this error, and the misinformation provided to Ms***, ViaSat has moved forward with issuing the refund of $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** account was cancelled in flight on July 18, ViaSat’s policy is to issue the refund of $back within business days from the day the account was
cancelled in flightViaSat does have the option to escalate this refund and the customer will receive it within 3-business daysViaSat has issued the refund of $back to the payment method on file today July 22, *** *** will see this refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s response to our attention.Per our previous response, on March 9, 2018, Viasat submitted a request to remove and waive Ms***’s full collections balanceThis was completed the same day, and as Ms*** has returned her equipment, she has no further past due balance or balance to generate. At this time, Viasat feels that all appropriate actions have been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond.

Thank you for bringing Mr***’s complaint to our attention
Unfortunately, we are unable to locate his account with the information providedIf Mr*** could please provide the service address, account number, or phone number associated with his ViaSat account, we will be able to research and
review this matter accordingly
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the point of sale, customers are advised that the speed of the service is not guaranteed and may varyDue to the nature of satellite-based internet service, there are
many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsEach time Mr*** has called ViaSat with speed issues, the ViaSat representative was able to troubleshoot the issue with Mr***We apologize that Mr*** continues to see speed issues In order to arrive at a resolution should Mr*** wish to disconnect the account ViaSat will waive the early termination fees from the accountMr*** can contact customer care at 8*** and reference ticket number *** Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early
termination fees should the account not stay active for the monthsEach of these points are also addressed in the customer agreement signed by Ms*** of June 29, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to arrive at a resolution due to the line of sight issue with the trees ViaSat has issued a refund of $back to Ms*** today August 5, Ms*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention. Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer
Agreement prior to service 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 MsSeon *** electronic signature on the Customer Agreement dated February 14, 2017.The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On April 12, 2018, Ms*** contacted Viasat to state that she was moving, and would like to disconnect her servicesShe declined an offer to move and reconnect her Viasat servicesA Viasat representative read disconnection disclosures to Ms***, including information about her early termination feesMs*** stated that she believed she had signed a one year contract, and was advised that Viasat does not offer one year contractsShe was also advised to contact her Viasat authorized dealer in regards to paying at installation, as Viasat had not charged that amount to herMs*** chose to proceed with her disconnection, and it was processed the same day. On April 16, 2018, Ms*** was charged $for early termination feesViasat was successful in taking her payment for the amount the same day. In resolution to this complaint, Viasat will agree to refund half of the early termination fees in an offer of goodwill in the amount of $This refund was processed on April 20, 2018, and will take three to five business days to be seen.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.

Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Ms*** called ViaSat on November 27, because she was experiencing a connectivity issue, at which time the ViaSat representative attempted
to guide her through troubleshootingAs the issue persisted, the ViaSat representative advised that a service call would be necessary to resolve Ms***'s issues; however, Ms*** declined because she did not want to pay the $service call fee
ViaSat received another call from Ms*** on December 2, 2015, at which time she requested the disconnection of her account due to her connectivity issuesDuring this conversation, the ViaSat representative offered Ms*** a discount of $off per month for months if she would keep the serviceMs*** accepted, and performed troubleshooting with the ViaSat representativeMs***'s services were restored when her modem was rebooted
Ms*** called back on December 5, because her services were out again, at which time a free service call was orderedAs Ms*** had ordered service through a local ViaSat dealer in her area, she was informed to contact that business for scheduling and provided with the phone number ViaSat had on file for the businessMs*** called a second time the same day to ask for an alternate number as the one she'd been given was out of serviceA $goodwill credit was applied to Ms***'s account for the inconvenience
On December 6, 2015, Ms*** called to advise that both of the dealer's phone numbers were out of service, at which time a sales channel change request was escalated on her account to switch her to ViaSat's fulfillment networkMs*** was also provided with a $downtime for the creditThe sales channel change was completed on December 8,
Ms*** called ViaSat on December 7, to disconnect her account, and requested for her early termination fees to be waived due to her connectivity issuesOn this date, she was incorrectly advised that a technician would be out to her home on December 10, We apologize for any frustration this may have caused Ms*** to experienceDuring a later conversation with a ViaSat supervisor on the same day, Ms*** was reminded of the goodwill credits that ViaSat had placed on her account and offered another free service callWhen Ms*** declined, she was advised that unless ViaSat's fulfillment network was given the opportunity to resolve her issues, her early termination fees would be valid
On December 10, 2015, Ms*** called once again to request the disconnection of her accountAt this time, the ViaSat representative reminded Ms*** of the sales channel change that had been processed on her account, and advised that a new service call order would need to be ordered so a technician could go outMs*** declined the new service callWhen Ms*** advised that someone was supposed to be out that very day, she was advised that there was no service call scheduled and no notes on the previous work order regarding a December 10, appointmentThe ViaSat representative reminded Ms*** of her signed Customer Agreement and advised that the early termination fees would not be waivedMs*** ended the call
On December 21, 2015, Ms***'s account was disconnected, per her request
The Customer Agreement provided to each new subscriber, signed by *** ***, the account holder, On December 3, and also available at exede.com/legal, states ViaSat 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 term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
As Ms*** did not provide ViaSat with the full opportunity to resolve her connectivity issues, ViaSat does not agree to waive her early termination fees in fullHowever, in order to resolve this complaint, ViaSat will waive half of the charge, leaving Ms*** responsible for approximately $in 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 meI have not received the refund as mentioned by Viasat and is currently waiting for the refund to appear in my banking accountShould I not receive this refund within - business days as mentioned by Viasat, I will contact the Revdex.com to request further assistance in obtaining my refund
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 It please note that I also wish for Viasat to not place any negative reports on my credit history
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attention
The Customer Agreement, signed by Ms*** on November 7, and available at ***, advises that ViaSat does not provide a prorated refund for any prepaid fees regardless of when the service is disconnected
Our
records show ViaSat collected a payment of $for monthly services from Ms*** on September 12, On September 20, 2016, Ms*** called to advise that she would be disconnecting her account, and inquiring if the request could be scheduled for a later dateAt this time, she was correctly advised that ViaSat did not schedule account disconnections, and that she would have to call back on the date she no longer wanted serviceMs*** called back on September 30, 2016, at which time her account was disconnected, per her request
On October 26, 2016, Ms*** called regarding a refund for her unused servicesAt this time, she was incorrectly advised that she would receive one within to business days, and a refund request was escalatedAs ViaSat does not provide refunds for unused services, this refund request was denied on October 27,
Ms*** called back regarding the refund on November 9, 2016, at which time she was correctly informed that ViaSat did not refund for unused services
As resolution to this complaint, ViaSat will agree to refund Ms*** for her unused servicesOur calculations show this is a total amount of $A refund for this amount has been issued to her payment method as of November 10, Ms*** should be advised that it may take her three to five business days from the issue date for her to see the funds deposited into her account
Thank you for the opportunity to respond

Dear Ms***:
We understand you submitted a complaint through the Revdex.com regarding ViaSat’s Internet serviceUnfortunately, due to a system error at the Revdex.com, ViaSat did not receive your complaint until recently and would like to now assist you with any outstanding concerns you may haveIf you
are still in need of assistance with the issue submitted in your complaint please contact us by calling our Executive Escalations Department at ###-###-#### during business hours or by emailing ***You may also contact us by calling ViaSat’s 24-hour Customer Care Department at ###-###-#### for assistanceWe apologize for any frustration you may have experienced regarding your Revdex.com complaint submission and would like the opportunity to assist in resolving your issue
Regards,
ViaSat Satellite Services
Consumer Affairs Department

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on August 4, and available at ***, states that monthly service and lease fees are payable in advanceCustomers
are also made aware of this at the time of the saleThe Customer Agreement also advises that ViaSat does not issue refunds for unused services, regardless of when the service is disconnected
On August 8, 2016, ViaSat attempted to collect a monthly service payment of $from Ms***, but the payment failedMs*** called ViaSat on August 10, to disconnect the accountWhen she was reminded of the balance due on the account, Ms*** advised that she’d called a few days prior to her bill cycle date to request disconnection, but had been told to call back due to a system outageUnfortunately, ViaSat has no record of this interactionWe apologize for any frustration this may have caused Ms*** to experienceDuring this conversation, the ViaSat representative correctly advised Ms*** that she was responsible for returning ViaSat’s modem and transceiver, but incorrectly informed her that she would be charged an early termination feePer her request, Ms***’ call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** was advised that her 24-month minimum service term had recently expired and that she would not be charged an early termination feeThe supervisor also advised that they would waive the balance due of $from the account before processing her disconnection requestUnfortunately, the supervisor failed to waive the balance due as promised or properly note the accountWe apologize for any frustration this may have caused Ms*** to experience
As there was still a balance due on the account, on September 26, 2016, ViaSat began the process of putting Ms***’ account in collectionsMs*** called ViaSat on September 27, requesting to speak to a supervisor because she’d received a letter advising that her account would be sent to collections if the balance due wasn’t resolvedDuring her conversation with the ViaSat supervisor, Ms*** was advised that ViaSat had no record either of her calling in to disconnection prior to her bill cycle date or that the balance due was supposed to be waived; therefore, the balance due was valid
On October 3, 2016, ViaSat’s Consumer Affairs Team received an email from Ms*** regarding this issueIn response, a request was escalated to have her account removed from the collections processMs*** was advised of this the same day
We apologize for any frustration Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’ complaintViaSat did not report the delinquent balance to any credit reporting bureaus
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 meI would also like to note that the equipment has been returned and was checked on Thursday the of August when I was talking to your staff.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** called Viasat on May 21, to add the Viasat Voice service to the account, at which time her request was processed accordinglyOn May 31, 2017, Ms*** called Viasat to advise that she had not
received the Voice adapter yet, at which time the issue was escalated so the adapter could be reshipped to her location
Ms*** called back regarding the adapter on June 7, 2017, at which time another request was escalatedDuring a call from Ms*** on June 21, 2017, she requested the cancellation of the Viasat Voice service as she had not received the equipmentAt this time, she was provided a credit of $for the monthly Voice services she’d paidOur records show that the Voice service remained active on Ms*** account after this conversation
On June 23, 2017, Ms*** called Viasat to have her phone number ported to another carrierAt this time, she was informed that her new carrier would need to initiate the port with Viasat
On July 14, 2017, Ms*** called Viasat to advise that she had still not received the Voice adapter, and that she believed the delivery attempt was going to the incorrect addressAt this time, another request for an adapter shipment was created
Ms*** called Viasat on August 1, to disconnect the Voice service, at which time she was provided with a credit of $for her monthly Voice service fees and a $credit to cover any Voice disconnection feesUnfortunately, the disconnection request was not processed properlyWe apologize for any frustration this may have caused Ms*** to experience
Viasat did not hear back from Ms*** until April 25, 2018, at which time she explained that she was still being charged for the Voice service and requested a refund as it should have been disconnectedUnfortunately, no action was taken at this timeWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called Viasat on May 8, regarding her refund requestAt this time, a dispute credit was created in lieu of a refund request, and the Voice service remained active on Ms*** accountAnother call from Ms*** was received on May 22, 2018, at which time a refund request was submitted for her Voice service fees
Between September 24, and May 24, 2018, Ms*** paid a total of $in Voice service feesAs resolution to this complaint, Viasat has issued a refund for the amount to Ms*** payment method as of May 29, Additionally, the Voice service has been completely removed from Ms*** account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement signed by Ms*** on August 3, 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 feesIt also advises that monthly fees are payable in advanceCustomers are made aware of these points at the time of saleRegarding the charge to the credit card on Ms***’ account, ViaSat collected an advanced payment of $on August 4, for the first month of service, in addition to prorated fees based on Ms***’ installation date
Ms*** called ViaSat on August 4, regarding the charge to the card on her account, which belonged to her fatherAs Ms*** did not know what the charge was for, the ViaSat representative reviewed the bill and advised her that it was for her first month’s billThe representative also provided Ms*** with a breakdown of the charges, but offered to put in a refund request as a gesture of good willUnfortunately, the call droppedWe apologize for any frustration this may have caused Ms*** to experience
ViaSat received a second call from Ms*** the same day regarding the charge, at which time she requested the payment method be removed from her accountDuring this conversation, Ms*** advised that she had been informed by the sales representative that she would be charged for monthly service shortly after installation; however, she had been expecting a paper bill and to not automatically be chargedShe also advised that she’d been given the impression the payment method she provided at the point of sale would be removed from the system and would not be chargedThe ViaSat representative reviewed ViaSat’s billing process with Ms***When Ms*** requested disconnection, she was reminded of the Customer Agreement and early termination fees, and offered a discount of $off her bill per month for monthsMs*** declined the offer and requested to speak to a supervisor
During her conversation with the ViaSat supervisor, Ms*** was once again informed of ViaSat’s billing process, and discussed the removal of her father’s credit card from her accountWhen Ms*** requested disconnection again, she was once again advised that early termination fees would be applied as there was no grace or trial period for the service
Ms*** called ViaSat on August 5, to ensure the payment method had been removed from her accountAt this time, the ViaSat representative accurately advised Ms*** that the request had been submitted and that it could take up to a week to be processedMs*** inquired about disconnection due to her point of sale concernsThe ViaSat representative informed Ms*** that early termination fees would apply if she disconnected and that she would be responsible for returning the ViaSat equipment, per the Customer AgreementWhen Ms*** disputed the early termination fees, she was correctly advised that ViaSat did not offer a grace periodMs*** ended the call and the account remained activeA credit of $was applied to Ms***’ account the same day
ViaSat’s Customer Advocate Team (CAT) received a call from Ms*** later the same day requesting disconnectionAt this time, the CAT representative advised Ms*** that they would need to read disclosures to her and that the early termination fees would be validMs*** decided not to disconnect her account that day and ended the call
On August 8, 2016, the payment method on Ms***’ account was successfully removed
The Customer Agreement 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
In order to resolve this complaint, ViaSat will agree to waive Ms*** early termination fees in full, provided that she disconnects her service prior to September 4, Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be charged unreturned equipment fees of $300.00, not including taxes, per the Customer AgreementViaSat will provide Ms*** with a *** box, free return shipping label, and illustrated instructions a week after her disconnection is processed
If Ms*** would like to move forward with the disconnection of her account, she may contact 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***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused It is our goal to provide Ms*** with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that
can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer. ViaSat discloses at the point of sale and in its Customer Agreement signed by Ms*** on December 9, that speeds may vary and are not guaranteed. Ms*** has contacted ViaSat numerous times starting on March 7, regarding her speed concernsViaSat’s Customer Care agents went through troubleshooting with Ms*** and it was determined that the internet speed issue Mr*** was experiencing was due to congestion during peak hoursViaSat has also performed two service calls at Ms***’s home and replaced the modem and tria ViaSat understands that Ms*** may still be experiencing speed issues due to congestion during peak timesWe apologize for the inconvenienceIf Ms*** feels that the service is not going to meet her needs or expectations ViaSat is willing to let Ms*** out of the remaining year contract at no chargeShe can contact Customer Care at *** Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for bringing Mr***' complaint to our attention
Our review of his account shows that he requested the disconnection of his account on August 16, because he was unhappy with the serviceUnfortunately, the ViaSat
representative failed to disconnect Mr***' account as requestedSubsequently, on September 16, 2015, Mr*** was charged $for monthly serviceHe called the same day regarding the charge, at which time his account was successfully disconnected and a refund request for the amount paid was escalatedThe refund of $was issued back to Mr***' payment method the same dayIt may take Mr*** approximately 3-business days from the issue date for him to see it deposited into his account
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***' complaint
Thank you for the opportunity to respond