ViaSat, Inc.

Complaint: ***
I am rejecting this response because: viasat isn't looking at the whole picture, I agree with the removal assistance but I need the dish removed as wellWhy, I won't give free advertising to the company that mistreated meNow none of that is in there welcome package or is signed for etc, it's business ethics, that are still being avoided in these negotiationsYour saying I'm liable for property while under contract, the min I leave I'm no longer liable for certain parts? How can I be liable for something viasat leaves on my property? By that logic if I were to take a bag of dirty diapers & drop them off in the Carlsbad office & say you can have its yours does that make you responsible or would you call the police to have me arrested for litteringYour dish is useless in my just replaced eve on my house1500$ for new wood & paint right before we moved in back in April I have to have it taken down & have the holes filledI just want you to come get itI'll get the holes filled & paintedYour tech can grab the modem as wellIf that's OK with you Now as for the etf I have no doubt in the legalese system you feel I'm responsible for the entire thing, the offer of half is nice but if I'm going to pay you for what I used in all fairness why would I or should I pay for the etf fee? If take any contract for say services A but are unaware of something like misinformed to the contrary of what you asked for your , your contract isn't what you under the impression that you were signing after you were told services contract A is what you needBut the details of A were not none till AFTER you verbally agreed, THEN digitally agreedBasically I was told by a viasat rep that gaming was OKHe never recanted(( YOU, WHO READS THIS, DID YOU LISTEN TO THE RECORDING BETWEEN REP AND MYSELF?)) I've asked that a few times but haven't heard YOU answerViasat is responsible for his mistake, just like viasat is responsible for ***s & ***s, the manager & employee in retention department *** was proven to be a liar about my email, how can you expect me to hold anything your company says as honest when one supervisor says another was lying to me? ((( I WILL NOT BE ABLE TO ACCEPT ANY CONCESSIONS UNTIL ***S & ***S BEHAVIOR HAS BEEN PROPERLY ADDRESSED )))You want me to adjust & accept your offer but you won't comment, or accept responsibility for employees who are the worst example of how to treat a customer, ironic there in retention department I'm assuming that is under the form of threat of etf No employee should lie to customers, suggest they use a ladder to get up on the roof to retrieve viasats property, CAN YOU SAY LIABILITY LAW SUIT! Oh then tell customers that viasat isn't liable for any getting down there propertyI'm sorry cox never asked me to climb a pole, why oh liabilityThe cursing in the background of the retention officeOne is forgot to mention the customer service number I was given when I originally ordered was incorrect because I ordered through a wholesale apparently, now I don't know if that has an effect on this or notBut from a customer point of view, this is one of the worst experiences I've ever hadAsk to climb a ladder , inform the person I'm disabled in a wheelchair & without skipping a beat the person asks me to send my child up the ladderARE SERIOUSLY KIDDING ME ABOUT THIS? WHY HAVE YOU NOT ADDRESSED THIS? WHY ARE NOT WEARING YOURSELF OUT APOLOGIZING? THIS IS SO UNBELIEVABLE THAT A COMPANY WOULD SUGGEST THISAND TO FIND OUT ITS A COMMON PRACTICEALL YOU WANT IS YOUR PRODUCTS & THE MONEYI WANT YOU TO SHOW THAT YOU ACTUALLY GIVE A *** ABOUT YOUR CUSTOMERSTruthfully I don't want to give viasat a dime for anything since I have been lied to more than once, the other was I supposedly used gigs of data in ten daysIf I was slowed at 30, down to 3-5mb how could I have used that much? We're is the proofOf course only *** could see itBut later I was told it was only gigYou want from me, but I've wronged by viasat on so many levels & your not giving up on muchAnd I know anyone in my situation would be just as upset & feel that they should be compensated for the mistreatment & the misinformation from the customer service representative Including the lies from the so called retention department I'm going to ask you the reader to listen to all the audio of my callsIf you do I think you'll understand my position far better & see more of what I'm trying to explain If you do, you can put down a few items that will prove you listened to themFrom this point, I'll be posting on social media, yelp & etc & any other I can find should this continue to go strictly business & money oriented without customers in mind
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised that ViaSat does not recommend the use of Virtual Private Networks (VPN)
applications with ViaSat's serviceCustomers are informed at the point of sale that ViaSat's service may not work well with VPN applicationsViaSat does record all calls for quality assurance reasons and ViaSat was able to pull Ms***'s call and confirmed that Ms*** was advised she could disconnect services if the VPN service did not meet her needs or expectationsAt this time ViaSat has issued a refund of $back to the customer's payment methodMs*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/15) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Mr*** contacted ViaSat on January 21, because he was moving and wanted to take the service
with himAt this time, an account was setup at *** ** *** *** *** ** XXXXXDuring this conversation, Mr*** advised that he would wait until he was fully moved into his new home before calling back to disconnect his existing accountThe ViaSat representative ensured that Mr*** was aware he would need to call back before ending the conversation with him
ViaSat did not receive a disconnection request from Mr*** until July 9, During this conversation, Mr*** advised that he hadn't realized his original account was still active, and was reminded that he had promised to call back to disconnect the account once he was settled into his new homeWhen Mr*** requested a refund of all amounts paid between February and July 2015, the ViaSat representative advised him that all charges were valid because he had failed to call ViaSat to disconnect his accountAt this time, Mr*** requested the disconnection of his original account and his account located at *** ** *** *** *** ** XXXXX, but ended the call before the representative could advise him of all disclosuresAs ViaSat requires customers to remain on the line during the disconnection process, both of Mr***'s account remained active at this time
Mr*** called back on July 14, 2015, at which time both of his accounts were disconnected, per his requestThe ViaSat representative placed a refund request on his original account in the amount of $1,for the payments he'd made from February to July 2015; however, the request was rejected as the charges were considered valid Mr*** was advised of this during a conversation of August 11, 2015, at which time it was agreed that ViaSat would refund Mr*** $for the payments he'd made on his original account between January and July A refund request was escalated for the amount at this time
ViaSat received a call from Mr*** on August 27, because he had not received his refundAt this time, he was advised that there was a delay in the refunds process
Currently, our review of Mr***'s original account shows that there is no payment method on file to which ViaSat can refund the amount of $As such, ViaSat will issue the refund via check to be sent to Mr***'s current addressThis refund request has been escalated as of today, September 15, 2015, and the check should be delivered to Mr***'s home approximately within a week
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
As of 01-07-2016, Via Sat did refund a partial payment of what is owed to me, $Although they still owe $The monthly payments were deducted directly from my account, so my bank can verify this I'm not sure why the company is still disputing ANY of this, when I was given a confirmation # *** (12-07-15) for the $67.38, and told that the money would be back in my account within to business daysI also asked the worker what my balance was, and he said $ViaSat responded failed payments, that isn't so, once again my bank paidThe company needs to own up to their error and not be allowed to do the public wrong

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on February 26, and available at exede.com/legal, advises that customers are responsible for returning
ViaSat’s modem and transceiver within days after their disconnectionFailure to return the leased equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after disconnectionViaSat does not ship the prepaid UPS box to customers prior to the disconnection of their account
Our records show Mr*** called ViaSat on October 11, because he was moving and wished to disconnect his Exede Voice serviceDuring this conversation, the ViaSat representative advised Mr*** that he had both Exede Internet and Voice service with ViaSat, and confirmed that Mr*** only wished to disconnect the Exede Voice service at that timePer Mr*** request, the Exede Voice service was removed from his account while the Exede Internet service remained active
ViaSat did not hear back from Mr*** until December 8, 2015, at which time he requested the disconnection of the Exede Internet serviceThe ViaSat representative reviewed the disconnection disclosures with MrDanielian, including the applicable early termination fees and that he was responsible for returning ViaSat’s modem and transceiver, before processing the disconnection request
Mr*** called again on December 14, because he had received the equipment return kit, but had already returned his equipmentAt this time, the ViaSat representative reviewed Mr*** account and incorrectly advised him that they saw evidence of his equipment being returned, and advised him to throw the equipment return kit awayWe apologize for any confusion this may have caused Mr*** to experience
As ViaSat had not, in fact, received Mr*** equipment, ViaSat charged him $on January 28, 2016; however, as Mr*** payment method had expired on January 4, 2016, no payment was collectedMr*** called ViaSat regarding the charge on February 8, 2016, at which time a request was put in to ViaSat’s Logistics Department for the equipment to be locatedOn February 11, 2016, it was determined that Mr*** equipment had not been returned to ViaSat
On February 15, 2016, the balance of $was sent to an outside collections agency
ViaSat received a call from Mr*** on April 5, because he had received notice from the collections agency regarding the balance dueDuring this conversation, Mr*** disputed the charge, advising that he had sent the equipment back in October The ViaSat representative reviewed Mr*** account, and accurately informed him that ViaSat had no record of his equipment being returnedMr*** was also reminded that his account had not been disconnected until December
When Mr*** described the equipment he’d returned, the representative advised him that he was not describing ViaSat’s equipment and asked for a tracking number for the box he’d sent in October so the matter could be further investigatedMr*** declined to provide a tracking numberThe ViaSat representative escalated an internal request to have the ViaSat equipment tracked and located, but advised Mr*** that the charge of $was valid until it was determined he had returned the equipment
On April 6, 2016, it was once again confirmed that ViaSat had no record of Mr*** returning ViaSat’s modem and transceiver
In order to come to a resolution regarding this complaint, and as a gesture of goodwill, ViaSat will have Mr*** account removed from collections with the balance due waivedThis request has been escalated as of April 6, Mr*** should be advised that it may take 7-business days for the request to be processedFor his records, this request was created as ticket no***
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed in the Customer Agreement signed by *** *** on June 29, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to his satisfactionOur records show *** *** was receiving ViaSat’s Freedom Boost + WiFi service plan at $99.99, plus applicable taxes and a $monthly lease feeThe Freedom Boost plan offers download speeds of 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 activityThe Customer Agreement signed by *** *** states that monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to *** *** credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on July 7, *** *** called ViaSat on July 6, to discuss his ViaSat account and the speeds he was receivingDuring his conversation with the representative, *** *** was educated that he had six devices connected to his network, and this could be affecting the speedsThe ViaSat representative performed troubleshooting steps, and ran a speed testAt that time, *** *** download speeds were Mbps and upload was 5.58, well within the advertised rangeAgain on July 6, 2016, *** *** called ViaSat to request the disconnection of his accountThe Customer Agreement signed by *** *** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termIn response to this complaint, ViaSat reviewed *** *** services and determined that he was receiving speeds within the advertised rangeDue to this information and as *** *** requested the disconnection of his ViaSat account, ViaSat does not agree to waive the applicable early termination feesHowever, as a gesture of good faith and as the account was disconnected within the first week of activation, ViaSat will agree to refund the payment of $collected on July 7, The refund of $should be received within three to five business days from today, July 11, ViaSat will attempt to collect the early termination fees of approximately $345.00, not including taxes, on August 1, If ViaSat is unable to do so, *** *** runs the risk of his account being sent to our outside collections agency*** *** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I was told on 4/7/by ViaSat that I would not need to return the piece off of the dish, and I did not have to worry about having a technician come to my home. As long as I returned the modem within a month I would not be charged. I even received a confirmation number. Based on that information, I thought did not need to schedule a technician to come back. I was never informed by Via Sat that my credit card would be charged. If they called times to try to schedule an appointment, why didn't anyone call me to say you where not going to honor what they told me? I was home during the agreed upon time that a technician was scheduled to show up and failed to do so. I kindly ask that the terms of the conversation that a representative of Via Sat any myself agreed too on 4/7/be honored. I asked the full amount that was charged to my credit be refunded immediately, I will return the modem by 5/7/17, and please stop the harassing phone calls immediately.
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance PolicyThe 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 Ms*** on December 6, (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 files.Ms*** is currently receiving the Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis plan offers customers a 10GB monthly data allowance, and is ViaSat’s lowest-tiered planCustomers have the choice to transition their service plan to a package that better suits their needs, or purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soCustomers may also utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show Ms*** contacted ViaSat on August 20, because she’d reached 75% of her usage five days after her usage had resetDuring this conversation, the ViaSat representative reminded Ms*** of the Data Allowance Policy and reviewed her high usage days and the network traffic categories her data had gone towardsMs*** was also provided with tips on how to monitor and manage her usage throughout the monthViaSat received further communication from Ms*** on August 25, 2015, at which time she advised that she’d reached 100% of her usage and requested a one-time slow speed removalThe ViaSat representative reviewed Ms*** usage with her, advising that it’d gone towards web browsing, marketplace (e.g., iTunes, Kindle, etc.), system updates, communications (e.g., email, audio/video chat, instant messaging, etc.), storage (e.g., cloud storage, online backup, etc.), social networking, media (e.g., Netflix, YouTube, etc.), file sharing (e.g., BitTorrent, P2P sharing, etc.), miscellaneous apps, and gamingThe ViaSat representative also advised Ms*** that her highest usage day for the month had been on August 16, 2015, during which her usage had gone towards software updates and marketplaces before providing her with 5GB of free additional data to normalize her speedsMs*** did not contact ViaSat again until January 8, During this conversation, Ms*** advised that she’d exceeded her monthly data allowance, and wanted to know where her data had goneAt this time, the ViaSat representative advised Ms*** that her data had gone towards web browsing, marketplaces, social networking, media, file sharing, gaming, miscellaneous apps, system updates, and communicationsFurther review of Ms*** data usage as of January 13, shows that her highest usage day for this current billing cycle (December 16, 2015-January 16, 2016) took place on December 19, On this day, the majority of Ms*** usage went towards media, marketplaces, web browsing, and communicationsIn order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyViaSat does not agree to issue Ms*** a refund for her services as she is actively using themHowever, in order to come to a resolution to this complaint, ViaSat will apply 5GB of free additional data on January 16, 2016, Ms*** usage reset dateMs*** should be advised that this additional data will not carry over to her next billing cycle if it is not usedIf Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background of her devices, and to check her day to day activityThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I took a Liberty -plan.There were other plans available at a higher priceI could afford this plan at Breech of Contract
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of Mr***'s complaint, ViaSat has determined that the service is not meeting Mr***'s needs or expectations and he is wishing to disconnect the
services with no early termination feesAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees should the account be cancelled prior to monthsEach of these points are also addressed in the customer agreement signed by Mr*** on March 10, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIn order to arrive at a resolution ViaSat is willing to let Mr*** out of the contract with no early termination feesMr*** will want to contact customer service at ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms*** on July 20, and available at exede.com/legalViaSat apologizes if Mr*** feels these points were not communicated to his satisfactionAfter reviewing the account ViaSat has determined that Mr***'s usage is going towards Web Browsing, Filesharing (Bittorent), Software Updates, Media (Video or Audio) YouTube, Other Traffic, File Transfers, Instant Messaging, Social Networking, along with Windows and IOS UpdatesViaSat offers larger packages that may suit Mr***'s needs and expectations, currently Mr*** in on the GB planViaSat offers two other plans one with GB priced at $per month and the other at GB for $per monthIn order to arrive at a resolution should Mr*** wish to disconnect the account ViaSat will agree to waive half of the early termination feesMr*** can call customer care and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

ViaSat stands behind our previous replies, and the times she contacted ViaSat regarding her account and the connectivity associated with the data allowance policyAs of today, September 13, 2016, Ms*** has used GB of her GB plan in one dayHer usage will not reset again until October 12, Again, ViaSat believes in a consultative sales process and it is not ViaSat’s intent to sell services to customers that are a poor fit for a data limited service. If Ms***’s has other Internet service options that she would rather have than ViaSat’s, she may disconnect her account and ViaSat will waive any early termination fees.If Ms*** wishes to disconnect her ViaSat account, please have her contact ViaSat’s 24-Hour customer service at ###-###-#### and reference ticket ***

Thank you for bringing *** *** complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat
The Customer Agreement, signed by *** *** on August 10, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service term.,
and early termination fees will apply if service is canceled prior to the minimum service 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
Our records show ViaSat received a call from *** *** *** on December 26, because she wanted to move the service to her new location; however, she decided not to as ViaSat was unable to provide unlimited service, and requested disconnectionDuring this conversation, the ViaSat representative reminded *** *** of the 24-month minimum service term and the early termination fees, at which time she chose to not move forward with the disconnection of the account, advising that she would call back
ViaSat did not hear back from *** *** until June 30, 2015, at which time she requested the disconnection of the accountOnce again, *** *** was advised of the early termination feesShe was also advised that she would need to return ViaSat’s modem and transceiver within days after the disconnection of the account, or there would be an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement*** *** once again advised she would call backAs such, the account remained activeViaSat has not received any further contact from Mror *** *** since this interaction
On April 22, 2016, ViaSat received three chargebacks of $from *** *** bank for monthly service fees collected on September 12, 2015, October 12, 2015, and December 9, In response, ViaSat sent the money back to *** *** payment method; however, as the charges were considered valid, a balance due of $remained on *** *** account
On May 12, 2016, ViaSat charged *** *** $for monthly service, but the payment failed, creating a balance due of $The account was suspended for nonpayment on May 14,
In order to come to a resolution regarding this complaint, ViaSat will disconnect the account on July 18, with the balance due of $waived in fullAs he is no longer within the 24-month minimum service term, *** *** will not be charged any early termination feesHowever, *** *** is responsible for returning ViaSat’s modem and transceiver within days after the disconnectionViaSat will supply him with a UPS box and free return shipping label, to be delivered to him within a week after the disconnection of his serviceViaSat will have the UPS box sent to the following location:
*** *** ***
** *** ** ***
If *** *** needs the box shipped to a different address, he may contact ViaSat’s 24-hour Customer Service Department at *** to make the request
Thank you for the opportunity to respond

Complaint:
I am rejecting this response because:
Problem:We started with Viastat under the agreement that we would not be under any form of contractThe sales person told me several times confirming it that we would not have a contractCome to find out, when I did try to cancel this awful service, that we are locked in for years and would have to pay $I would like out of my "contract" that I never agreed to in any shape or formWe have had this service unplugged for months since it just slows down out cell phones when internet is onI just want out and I don't believe we should have to pay anything if they honor our original agreement.Desired Outcome:Cancel service at no charge
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attention
Ms*** 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 Ms*** ordered service during
a promotional period, she is receiving a discount of $off her bill per month for months, as well as a $credit for the EasyCare fee for the same length of time
Our records show Ms*** ordered service on January 4, through a local Viasat dealer, and the service was installed on January 5,
On January 8, 2018, Viasat charged Ms*** $in monthly service fees plus prorated fees based on the installation of the serviceMs*** called in about this charge the same day, at which time the charges were explained to herWhen Ms*** advised she felt she’d been misinformed at the point of sale, the Viasat representative offered to apply a goodwill credit of $to the accountMs*** acceptedUnfortunately, this request was not submitted properly, and was subsequently rejected on January 9, We apologize for any frustration this may have caused Ms*** to experience
Ms*** called several times between January 12, and January 25, regarding her billing and point of sale concernsEach time, she was provided with information regarding her service plan pricingOn January 23, 2018, Ms*** inquired how many months she had remaining within Viasat’s 24-month minimum service term, and was correctly informedShe called back a second time that same day to inquire about transitioning her service plan to a lower-priced plan and was informed that she would not be charged for the transition, but that she would see prorated fees on her next bill
On January 25, 2018, Ms*** chatted in to Customer Service to explain her point of sale concernsThe Viasat representative reviewed the invoice and informed Ms*** that Viasat did not provide an unlimited service plan at $When Ms*** expressed interest in disconnection, the Viasat representative offered to call Ms*** to further assist herMs*** did not accept the offerThe Viasat representative informed Ms*** that they would be unable to adjust the pricing of her service planMs*** was also informed that the previous credit request had been rejected, and that the credit would be reapplied to her accountThis was processed successfully
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 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 term
As resolution to this complaint, Viasat will agree to waive Ms***’s early termination fees in fullMs*** 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 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
If she would like to move forward with disconnecting her service, Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
*** *** was receiving ViaSat’s Liberty GB plan plus at $a month, plus applicable taxes and a $monthly equipment lease feeThis
service plan provided download speeds up to Mbps and upload speeds up to MbpsThe Liberty plans provide customers with a monthly priority data allowance, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
The Customer Agreement, signed by the account holder, *** ***, on May 23, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termThe 24-month minimum service term begins when service is installed, and ViaSat does not provide a trial period of any kind for the service
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 equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
*** *** called ViaSat on May 31, because she was over her monthly priority data and was receiving Liberty Pass speedsDuring this conversation, the ViaSat representative reviewed *** *** data usage, advising that it had gone towards social media, web browsing, and marketplaces (e.g., iTunes App Store, Windows Store, Kindle)*** *** was also educated on ViaSat’s Buy More program, self-service options, and transitioning to a service plan that offered more data*** *** decided to purchase GB of data at a one-time $fee
ViaSat did not receive another call from *** *** until June 29, 2016, at which time she requested disconnectionDuring this interaction, the ViaSat representative reminded *** *** of the Customer Agreement and early termination feesWhen she advised she thought she was receiving a day trial period, the ViaSat representative correctly informed him that ViaSat did not provide a trial period of any kind, and explained the disconnection process to her*** *** chose not to move forward with the disconnection of the account at this time
On July 6, 2016, *** *** account was disconnected, per her requestDuring this conversation, *** *** advised the ViaSat representative that her husband was scheduled to be deployed, at which time the ViaSat representative escalated a request for the early termination fees to be waivedThe early termination fees were successfully waived on July 7,
We apologize for any frustration *** *** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address *** *** complaint
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon review of Mr***'s account, ViaSat confirmed that he made contact with our customer
service department on August 14, to discuss his account and that he had been being billed for two accounts over the last yearViaSat's customer service representative advised Mr***'s that they would contact the corporate care team to confirm whether or not a refund could be processedThe customer service representative did advise Mr***'s that a refund for the last six months could be issued back to his payment method on fileThe refund of six months was approved as Mr*** previously made contact in March of 2014, but was advised to call back to disconnect and this was never completed
However, on September 1, Mr***'s refund request was denied in errorWe apologize for this confusionMr***'s is owed a refund of $This refund will be issued back to the payment method on file and should be received by Mr***'s in three to five business daysShould he not receive the refund within this time frame, please have him contact customer service at XXX-XXX-XXXX and reference ticket XXXXXXXX
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,
*** ***

ViaSat is unwilling to waive any fees associated with the early termination of Mr*** account unless documentation can be provided showing no pole mount is allowed at his locationIn his calls to ViaSat Mr*** states that he was unwilling to have a pole mount due to his belief that it causes service liability issuesPlease have Mr*** provide appropriate documentationThank you