ViaSat, Inc.

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

(The consumer indicated he/she DID NOT accept the response from the business.)
Upon further consideration, I will continue with this service for the time being
Complaint Response Date bumped because: Data Base Migration

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 agreement and the early termination feesEach of these points are also addressed
in the customer agreement signed by Ms*** on February 20, and available at exede.com/legalWe apologize if Mr*** or Ms*** feel these points were not communicated to their satisfactionViaSat understands Mr*** was experiencing some connectivity issues with the service and each time Mr*** or Ms*** called in the necessary troubleshooting was completed to correct the issueMr*** and Ms*** were installed by a local dealer “ BJs Communications” and they would be the ones that would service the account should a technician need to come to the homeMr*** called on April 1, to disconnect the account and at that time ViaSat’s supervisor offered Mr*** half off the early termination fees which was $This credit was applied to the account and will go towards the early termination feesMr*** will be responsible for the remaining balance and no refunds will be issuedThank you for allowing ViaSat the opportunity to respondTell us why here

Initial Business Response /* (1000, 5, 2015/06/23) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he *** have experienced with ViaSat
The Customer Agreement, signed by Mr*** on June 5, and available at exede.com/legal, states
that ViaSat does not guarantee that either the Exede Internet or Exede Voice services will be uninterrupted or error-freeThe Customer Agreement also requires subscribers to commit to a 24-month minimum service term for the Exede Internet service, and a 6-month minimum service term for the Exede Voice serviceEarly termination fees will apply if either or both service is cancelled prior to the expiration of their minimum service termsCustomers are reminded of these early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show that Mr*** contacted ViaSat on June 7, to report that he was experiencing slow speedsAt this time, Mr*** was advised that there was congestion on the network impacting his services, and guided through troubleshooting, Mr***'s speeds increased after the troubleshooting was completedViaSat did not receive any further reports of any speed concerns Mr*** *** have had after this interaction
ViaSat received another call from Mr*** on June 8, because he was experience an issue with his Voice calls dropping, at which time he was guided through troubleshootingMr*** called back on June 12, because he kept hearing a buzzing noise on his calls; however, after troubleshooting, it was determined that the noise was coming from Mr***'s phone and not the Exede Voice serviceMr*** did not report any further issues with his Exede Voice service after this date
Mr*** called ViaSat on June 21, to disconnect his account because he was dissatisfied with the serviceAt this time, Mr*** was reminded of his signed Customer Agreement and the early termination fees for both the Exede Internet and Voice servicesMr*** was also offered troubleshooting assistance for his issues, but he declined and his services were disconnected, per his requestViaSat received a call from Mr*** on June 22, at which time he requested for the waiver of his early termination feesThe ViaSat representative attempted to escalate Mr***'s call to ViaSat's Corporate Advocate Team; unfortunately, the representative did not follow the correct escalation processWe apologize for any inconvenience this *** have caused Mr*** to experience
ViaSat has not charged Mr*** for early termination fees for either his Exede Voice or Internet serviceThese charges are scheduled to be withdrawn from Mr***'s account on July 8, 2015, his bill cycle date
Regarding Mr***'s claim that ViaSat would not allow him to return to the Exede Evolution service plan when he created a new account, our review shows that ViaSat no longer offers the Exede Evolution plan in Mr***'s service areaWe apologize for any inconvenience this *** have caused him to experienceMr*** was offered a transition from ViaSat's Exede GB plan to the Exede GB plan, and a discount of $off of his bill per month for six months as resolution to this issue on June 12, 2015, which he accepted
As ViaSat was not informed of any continuing issues Mr*** *** have been experiencing with his Exede Internet or Voice services after June 12, 2015, ViaSat does not agree to waive his Internet early termination fees (approximately $360.00) or his Voice early termination fees (approximately $60.00) in fullHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of each fee, leaving Mr*** responsible for a total early termination fee of $(not including taxes)
Thank you for the opportunity to respond

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 ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat understands that *** *** moved and experienced some issues getting the service moved to the new location as there was no installers in that areaIn February
ViaSat placed a sales channel change which means *** *** account was moved directly to ViaSat so they could send a technician to the new locationThis did not happen as *** *** believed that his account was discontented in January ViaSat shows no documentation supporting the account being disconnected in January *** *** account remained active as of today June 22, ViaSat has now disconnected the account as of today June 22, and made sure that the early termination fees were waived and the balance on the account was removed leaving *** *** a $balanceAt this time *** *** will receive a prepaid shipping label and box to send back two pieces of equipmentThis equipment must be returned within days of receiving the label and box in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show *** *** was receiving ViaSat’s Liberty GB with Internet service plan at $149.99, plus applicable taxes and a $
monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps and upload speeds up to Mbps Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by *** *** on June 18, (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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede networkViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.netWhile *** *** can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveBased upon the browsing history provided in his complaint, *** *** data consumption is consistent with ViaSat’s recordsCurrently, *** *** has used GB of his GB plan On June 28, 2016, *** *** contacted ViaSat’s Customer Service department to discuss the disconnection of his ViaSat servicesDuring his conversation with the ViaSat representative, *** *** was offered information regarding his usage, but he declined hearing any additional information, and requested the disconnection of his account. *** *** spoke with a ViaSat supervisor on June 28, to discuss the early termination fees and requirement to return the leased equipmentAt the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishDue to this information, *** *** account remained active and the account was not disconnected Currently, as of today, July 5, 2016, *** *** has a past due balance of $ for the monthly service chargesDue to this, ViaSat will not agree to disconnect *** *** account with waiver of the early termination fees in their entiretyHowever, as a gesture of good faith, ViaSat will agree to disconnect his account with waiver of half of the approximate early termination fees of $345.00, not including taxes*** *** is also required to make a payment for the past due balance of $ Additionally, if *** *** requires assistance with returning his ViaSat equipment, a lease recovery service call can be scheduledViaSat will agree to waive any fees associated with this service call Should *** *** wish to disconnect his account, he may contact ViaSat’s 24-hour Customer Service Department at *** and reference ticket *** We apologize for any frustration *** *** may have experiencedThank you for the opportunity

Complaint: ***
I am rejecting this response because: no payment was made because your company was supposed to service our addressWe never received service and then you sent a letter saying you disconnected your service and refused to do a service call until we gave you more moneyService call should have been made prior to disconnecting our service
Sincerely,
*** ***

Thank you for bringing Ms***’s rebuttal to Viasat’s attention. We apologize for any misinformation Ms*** may have received. Our records indicate that a supervisory Viasat representative reached out to Ms*** at her request placed on December 18, 2017, however there was no answer to the call. In regards to Ms***’s complaint against Viasat’s authorized dealer associated with her account, Viasat has previously escalated the situation and has handled it appropriatelyWe apologize if Ms*** feels otherwise. If Ms*** is requesting a list of the contacts she has made other than the one provided in the previous response, Ms*** is free to request that information with a court-ordered subpoena.Per the Customer Agreement, “because we value our subscribers, for an interruption of a significant length of time that is within our reasonable control, upon your request we may provide what we reasonably determine to be a fair and equitable adjustment to [their] account to make up for the Service interruption.” As per our previous response, Ms*** had been determined to have slow speeds on multiple occasions in regards to going over her monthly data allowanceThis is not an occurrence within Viasat’s reasonable control. In order to bring this complaint to resolution, Viasat will agree to waive half of Ms***’s early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-866-463-in reference to ticket no***.Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** was receiving Viasat’s Liberty GB + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data;
download speeds up to Mbps; upload speeds up to Mbps; and a Free Zone between 3:AM and 6:AM, local time, during which unmetered service is provided at no additional costThis plan does not come with a wireless feature
Ms*** ordered Viasat’s service through ***, an authorized Viasat seller, on December 11, At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, and the Viasat billingEach of these points is further addressed in Viasat’s Customer Agreement signed by Ms*** on December 14, and also available at exede.com/legalThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature
Ms*** contacted Viasat on December 14, after the installation of her service, at which time she expressed that she had expected a wireless Viasat modemDuring this conversation, she was informed of the above-referenced details of her service plan, and that it did not come with a wireless modemThe Viasat representative also advised Ms*** that they could transition her service plan to one that provided a wireless modem, but that there would be a delay in the shipment of the wireless modem as there is currently an equipment shortageMs*** declined the offer and informed the representative that she would purchase a third-party wireless router
Viasat charged Ms*** $in monthly service fees on December 16, 2017, but the payment failedMs*** called about the balance due on December 19, 2017, at which time she was informed of Viasat’s billing practicesWhen Ms*** expressed her dissatisfaction in not receiving a wireless modem, she was once again informed of the equipment shortageThe Viasat representative also offered Ms*** a goodwill credit and a transition to change her service plan to one that offered a wireless modem, with the understanding that there would be a delay in receiving the equipmentMs*** declined and requested to speak to a supervisor
During her conversation with the Viasat supervisor, Ms*** advised that she wanted to disconnect because she had not received a wireless modem and believed she’d ordered wireless serviceThe Viasat supervisor made several attempts to retain Ms*** business, including providing her with credit discounts, but they were declinedMs*** was informed of the disconnection disclosures, including the early termination fees, and her account was disconnectedPer her request, a service call was ordered at the standard $service call charge, and an escalation to have her point of sale concerns reviewed was escalated
The Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box, prepaid return shipping label, and illustrated instructions within a week after their disconnectionAny request for service call assistance with uninstalling the equipment is associated with a $service call fee
As resolution to this complaint and in consideration of her short term as a subscriber, Viasat will agree to waive Ms*** early termination fees and the balance due of $in fullThis has been processed as of December 20, Viasat does not agree to waive the $service call fee
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr*** was having connectivity issues with his internet service and that a service call was createdMr*** has advised ViaSat that the
service call was never completed and the issue was not corrected On February 23, Mr*** called ViaSat to disconnect his services due to the service not workingWe apologize that the service did not meet Mr*** needs or expectations and that he ran into some connectivity issuesIn order to arrive at a resolution ViaSat has waived the early termination fees of $due to the unresolved connectivity issuesViaSat has also issued a refund of $back to Mr*** today for the past months charges that were not usedMr*** will see the refund back to his payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

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 made aware of ViaSat’s 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 January 2, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionDue 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 areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat understands the services were not meeting Ms***’s needs or expectations so the account was disconnectedMs*** was charged $for the early termination feesOn September 9, ViaSat agreed to issue the refund of $back to Ms***She will see this refund within 3-business days from the 9th of SeptemberThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedThe Customer Agreement signed by Ms*** on February 26, states that monthly service and lease fees are payable in advance. Customers are
also made aware of this at the time of the sale. Ms*** has not had a valid payment method on file since April and therefore, each month, Ms*** makes onetime payments via our online system or contacting Customer ServiceOn December 31, 2016, Ms*** made two payments for $causing her to have a credit balance on her ViaSat account for $As Ms*** does not have a payment method on file, ViaSat is unable to issue a refund immediately. However, ViaSat has requested to have a check issued to Ms*** in the amount of $The refund check should be received by Ms*** within two business weeksIf Ms*** has any additional questions, or would like to update the payment method on file to avoid any further duplicate payments, she may contact ViaSat’s 24-Hour Customer Service at ***Thank you for the opportunity to respond

I am not sure what part of this ViaSat is not understandingI did not have any tenants in the home with that nameNo one that I know of for the past years has lived in that addressI just moved in there*** *** was only making speculation when they said that Viasat charged my account for the previous tenantNot only did they charge me for the months listed the also charged me for JuneI am turning them also over the FCC as I spoke with them yesterday and they advised since they are a internet company they also are under the guidelines of the telecommunication guidelinesThe additional charge of $was incurred in June and there are two over draft charges that I incurred as a result of them trying to charge my accountThey need to accept responsibility for their mistake and refund my moneyIt is super convenient that they removed my payment that they continuously charged now that it is time for them to refund my moneyThey are liars, and scammers
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Ms*** service plan was erroneously transitioned from ViaSat’s Freedom 150GB plus plan ($a month, plus applicable taxes and a
$monthly equipment lease fee) to the Liberty 12GB plus plan ($a month, plus applicable taxes and a $monthly equipment lease fee) on March 12, We apologize for any frustration or confusion this may have caused Ms*** to experience
On March 15, 2016, Ms*** called ViaSat because she’d received notification that she’d reached 100% of her dataDuring this conversation, the ViaSat representative reviewed the Liberty 12GB plan with Ms***, at which time she advised she would have to think things over because she felt she’d been misinformed at the point of saleMs*** called back the next day to dispute the service plan because she had signed up for Freedom and had not requested any change in her service plan
Between March 16, and March 21, 2016, Ms*** called ViaSat five additional times regarding this issueOn March 21, 2016, Ms*** account was internally escalated so it could be placed back on the Freedom 150GB plan
In an effort to retain Ms*** as a customer, ViaSat has transitioned her service plan back to the Freedom 150GB plus plan at $a month, plus applicable taxes and the $monthly equipment lease fee as of March 24, ViaSat has also applied a $credit onto her account to go towards her next month of service
If Ms*** determines that this resolution is not satisfactory for her and wishes to move forward with the termination of her service, ViaSat will waive her early termination fees in full if she disconnects prior to April 12,
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
I have repeatedly sent emails to this company and have stated in writing that my account is canceled on Feb15. This is stated in every email. If they do not have a record of this, it is because they ignore it sending a message it will not be reviewed because the ticket is closed. This is harassment. They want me to have rewrite every time I contact them. This is stupid that they refuse ongoing communication. They have charged me another month although I have returned their equipment at my own expense and stated I canceled on Feb 15. As to not saying I owned months, that is exactly what he said. If they reviewed this, they know I canceled. The person I was talking to hung up on me and said he refused to cancel unless I listened to him read something to me. I wanted this in writing and repeatedly asked for it at the time and in emails which I never received I repeatedly requested an address to send their equipment back which they ignoredI sent the equipment back at my own expense and informed them of this This is a dishonest business which puts up refuses to communicate so they can charge more money. They try to wear out people. The have now charged me $for a service that I have canceled. They owe me money according to their own calculations. I have attached emails showing my attempts to communicate and my cancellation. A business does not have the right to refuse cancellation. Due to charging me a month and a half I did not use, they now have owe me money. I have not authorized these people to charge my credit card EVER!! I told them at the beginning I preferred to do my payments myself. They also repeatedly ignored this.Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr*** *** on January 30, 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.The Customer Agreement also advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.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 software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Pursuant to the Customer Agreement, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The Customer Agreement states that Viasat does not accept notice of termination via email. Our records show Ms*** purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.Ms***’ services were installed on January 30, On February 1, 2018, Ms*** was charged $for services billed in advanceThe payment was successfully takenHowever, on February 15, 2018, Viasat received a dispute for the charge, and systematically refunded the monies to Ms***’ payment methodAfter it was determined that the charge was valid, it was replaced on Ms***’ account as a past due balance. On February 26, 2018, Ms*** contacted Viasat to advise that she had cancelled her account through her Viasat authorized dealer and that she was informed her account was terminatedWe apologize for any misinformation Ms*** may have receivedA Viasat representative attempted to assist Ms*** in disconnecting her account, but was unable to process the request due to being unable to read the legal disclosures necessary to disconnect the account. Ms***’ services are currently active, though they are suspended due to the past due balanceIn an offer of goodwill, Viasat will agree to waive the past due balance of $Viasat does not agree to waive any early termination fee balance should Ms*** choose to disconnect her services, as Viasat has not been allowed to troubleshoot Ms***’ services as required per the Customer Agreement. 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 ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Ms*** called into ViaSat to move services the disclosures were read to her which included the return of the equipmentViaSat provides a shipping label and box only
as a courtesy to the customer; however, it is still the customer’s responsibility to make sure the equipment is returned within days from disconnectionThe box and shipping label will be sent to the address on file unless customer requests to have it shipped to an alternative address at the time of the moveWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat understands Ms*** has sent back the equipment but ViaSat has not received it as of today January 13, In order to arrive at a resolution ViaSat has issued back the refund of $today and Ms*** should see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr*** *** on December 31, 2016, 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.Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination feesCustomers are responsible for returning the equipment associated with their original account.On February 5, 2018, Mr*** contacted Viasat in regards to moving his services or buying out his two year contractA Viasat representative assisted him by advising him of Viasat’s policies regarding moves, and his options for new plansThe representative offered Mr*** a free month of service on his new account should he chose to move, and provided the contact information to his local dealer. On February 9, 2018, Viasat received contact from Mr***, who stated that he had contacted his local dealer to set up his move order, but the dealer was unavailable at the timeA Viasat representative assisted him in finding the contact information to other Viasat authorized dealers local to his new area.Viasat did not hear back from Mr*** until February 22, 2018, when Mr*** requested to disconnect his services due to his local dealer attempting to charge him for his installationWe apologize for any inconvenience this might have caused Mr***A Viasat representative offered to change Mr*** sales channel in an attempt to help him reconnect his services, however Mr*** declined and chose to proceed with his disconnectionThe Viasat representative read Mr*** the disconnection disclosures, including information on early termination feesThe disconnection was processed the same day.On March 1, 2018, Mr*** was billed $for early termination feesViasat was successful in taking a payment that day. In resolution to this complaint, and in an offer of goodwill, Viasat has processed a refund of the $charged to Mr***The refund was processed on March 29, 2018, and Mr*** should see the funds within the next three to five business days. If Mr*** has any further questions, or would like to request new services, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

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