ViaSat, Inc.

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 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

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.

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 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, 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

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

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 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

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 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

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***When getting this internet service I had been told by direct t.vand excede that it would be bundle after a couple of months Everything was done over the phone When the service guy came out to hook up internet I was not here my husband was here He did not leave any type of information and took my computer and hacked into my computer When I had called excede about the internet usage I did what they had said to reduce usage which did nothing I do not use netflix number one I check e-mails and I do go onto face book I do not download games I do have a few I play on face book As for automatic updates I have cancelled those Yesterday the 24th I had no internet service what so ever This morning I do have service As for the billing I had been told by both companies in the beginning that this was a bundle deal Which means put together as one I was told the last time that, that is just advertising ADVERTISING!!!!!! Even when I do have time the system is slow Never once when I had Dish did I have this problem Never once did I not have internet same amount of time So there have been two times already I have had no internet service did not feel like once again calling excede wondering why? The last time I called about not having service the representative was arguing with me telling me I had service when I was on my computer and it was stating I had no service called back and I was told something about the satellites being out So I am tired of calling and getting no where Different answer's each time no one knowing what they are talking about and getting hung up on Even the supervisor getting nasty on of course bringing up a contract I am not satisfied with this service have not been since I have had it I had Dish network for years never had a complaint Great service The only thing they went up on the bill and I was trying to save money All I have had with this company is bad customer service, bad internet service and the usage getting used up

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 Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt 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 be disconnected prior to
the monthsEach of these points are also addressed in the customer agreement signed by Mr*** on January 3, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionThe Customer Agreement signed by Mr*** on January 3, states that all monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to Mr***’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on January 4, In order to arrive at a resolution ViaSat has agreed to remove the charge of $for the early termination feesViaSat has also contacted the outside collection agency to have Mr*** removedViaSat will not refund the $as this was a valid charge once the account was activatedThank you for allowing ViaSat the opportunity to respond Tell us why here

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 ***

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

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not
negatively impact the network performance of all customersViaSat’s Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on April 22, (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*** called DIRECTV, an authorized ViaSat sales agent, on April 16, 2016, at which time she elected ViaSat’s Exede Liberty 10GB plan at $59.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 10GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe Liberty plans also provide customers with 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 resetsThe ViaSat service was installed at Ms*** home on April 22,
ViaSat received a call from Ms*** on April 25, because she’d received notice that she had exceeded her monthly priority data, and had not been aware that ViaSat’s services came with data limitsDuring this conversation, the ViaSat representative provided Ms*** with the details of her service planWhen Ms*** expressed interest in disconnecting, the representative also reminded her of her signed Customer Agreement and the applicable early termination fees before processing her requestAt this time, Ms*** asked to speak to a supervisor, but one was unavailableOn multiple occasions, Ms*** was offered a callback from a supervisor at a later timeMs*** declined each offer and opted to wait on hold until a supervisor was available
During her conversation with the ViaSat supervisor, Ms*** requested that her early termination fees be waived because she’d been unaware of the Data Allowance PolicyAt this time, the ViaSat supervisor reminded her that the Data Allowance Policy was addressed in the Customer Agreement, and that ViaSat sends a confirmation email to customers once their order has been placed which provides information on their service planThe supervisor also provided Ms*** with information on the other plans that had been available to herMs*** ended the call
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, and in recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullMs*** 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, and will include illustrated instructions on what equipment she will need to return
Ms*** early termination fees have been waived as of April 27,
We apologize for any frustration she may have experienced with ViaSatThank you for the opportunity to respond

Thank you for bringing *** ***’ complaint to our attention
The Customer Agreement, signed by *** *** ***, an authorized signer, on March 16, and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after
disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instruction within a week after their disconnection
Our records show *** *** called ViaSat on July 5, to disconnect her account, at which time she was informed of all disconnection disclosures, including the equipment return requirementsPer ***, the equipment return kit was delivered to *** ***’ front door on July 7,
ViaSat received notice from *** *** on August 3, that she was not in possession of the equipment return kit, and requested that one be sent outUnfortunately, this request was not escalated correctlyWe apologize for any frustration this may have caused *** *** to experience
As ViaSat had not received the equipment, on August 20, 2017, *** *** was charged $in unreturned equipment fees, but the payment failed*** *** called ViaSat on August 31, regarding the charge to her account, at which time she advised that she still had not received the equipment return kitDuring this conversation, the ViaSat representative reviewed *** *** account and the tracking information in ***, and informed her that a box had been delivered to her on July 7, *** *** requested another one be sent out and the removal of her payment method from her accountIt may take up to a week for a customer’s payment method to be removed from an account once it has been requestedWe apologize if this was not communicated clearly to *** ***Unfortunately, the request for a new box was once again not escalated correctlyWe apologize for any frustration this may have caused *** *** to experience
On September 1, 2017, ViaSat successfully collected a payment of $in unreturned equipment fees from *** ***She called about the charge on September 3, 2017, at which time she requested to speak to a supervisorDuring her conversation with the ViaSat supervisor, *** *** requested that she be sent a box and that a refund be issued to herWhen the ViaSat supervisor advised that a refund would not be issued until the equipment had been returned, *** *** requested to speak to another supervisor, and her call was transferred accordingly*** ***’ payment method was removed later the same day
During her call with the second supervisor, *** *** was informed that a second equipment return kit would be ordered, but would not ship out until after the upcoming holidayThe escalation was created successfully, and a box was delivered to *** ***’ front door on September 6, The equipment was returned to ViaSat on September 9,
On September 13, 2017, a refund check for $was approved to be sent to *** ***’ home address per the return of the equipment She was informed of this on September 14, On September 19, 2017, she was advised that it could take to business days from the approval date for her to receive the check
*** *** contacted ViaSat on September 26, to advise that she had received the check, but her name had been misspelled, rendering the check invalidPer her request, her call was transferred to a supervisor for further assistanceDuring her conversation with the ViaSat supervisor, *** *** was informed that a request for a new check would be escalated with the correct spelling of her name
On October 6, 2017, a new check was approved to be sent to *** *** *** received this check on October 11, 2017, but called to advise ViaSat that her name was still incorrect*** *** requested to speak to a supervisor; however, there were none availableThe ViaSat representative escalated a request for a supervisor to call *** *** backWE apologize if *** *** did not receive contact from a ViaSat supervisor
*** *** called back on October 19, regarding the validity of the checks she’d received, at which time a request for a refund was escalated*** *** called for a status update regarding this refund request on October 24, 2017, at which time she was informed it was still open and being reviewed, and advised of the to business day timeframe for refundsUnfortunately, as it was not specified that a check was required, the refund request was rejected the same day as *** ***’ payment method was no longer on the account*** *** updated her payment later the same day
ViaSat received calls from *** *** on October 31, and November 6, regarding the status of her refund requestDuring both conversations, she was incorrectly informed that the refund was still being workedWe apologize for any frustration this may have caused *** *** to experience*** *** called a second time on November 6, 2017, at which time she was provided with the fax information to ViaSat’s Corporate Resolution Team so she could send a concern regarding the checks she’d received
As resolution to this complaint, ViaSat has issued a refund of $to *** ***’ payment method electronically as of November 7, *** *** should be informed that it may take to business days for her to see it deposited into her account
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

Complaint: ***
I am rejecting this response because: When I signed electroniallyThe tech only said I have to sign to start serviceNo one mentioned that I was signing a month contractNor I Have I agreed to a $easy careThe satelite is outside why would you need cleaningI live in Arizonia it's very dirtyAs for the GB I don't care about that since this company is such rip off, with it's high speed. Also I left *** without a contract to go for a month contractThat does not make sense. I have not seen a contractI found out I was locked in for months when I was terminating services.
Sincerely,
*** ***