ViaSat, Inc.

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

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 issue On 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

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

Initial Business Response /* (1000, 4, 2015/12/11) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt the time of sale Ms*** selected the Essential 10GB plan which runs $and there is a charge of $for
the lease fee which is for the equipmentViaSat's corporate office was able to locate the sales call and listened and when the disclosures were read to Ms*** she was informed that the service was $plus a lease fee charge of $making the total $and this was advised to Ms*** earlier in the sales call as wellThe monthly charge will be $not including local taxesViaSat does not agree to waive any early termination fees should Ms*** wish to disconnectThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 6, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a lieThe sales associate said it was 39.99, yes trueHe also said for equipment lease during service agreement spielI said, wait (because I knew before we got started that I was not willing to pay more than $for gbs) is it plus or total? I asked because the details aren't discussed until closing the sale, upon which the sales people elaborate that no, it's not really The only difference is that I asked him to clarify, upon which he conceded and specificied, Yes it is total, pause, a month, uhh hmIt is on the recording and if they honestly reviewed it then they could not possibly deny what me and the salesman discussedI know they have a script but I interrupted him to ask questions and in doing so he changed the terms and it was those modified terms that I agreed toIf it was beyond his duties as a sakes man, then perhaps he should have said, no ma'amIts and for equipmentHe did not, perhaps because he knew full well there would be no recourse for meIf the could prove to me that I simply "misunderstood" and would send the transcript of the conversation, then I would retract my complaintMistakes happen, but in this case I know what I said, I know what he respondedHe lied and whoever reviewed the original sales pitch is also dishonest
Final Business Response /* (4000, 8, 2015/12/22) */
Thank you for bringing Ms***'s rebuttal to our attention
Ms*** is currently receiving the Exede Essential 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
Our review of Ms***'s November 20, sales call shows that, initially, she was offered the Exede Essentials 10GB plan and monthly equipment lease fee at the correct and total pricing of $a monthUnfortunately, when giving Ms*** a final overview of the billing, the sales representative advised Ms*** that she would only be charged $total: $for the Essential 10GB plan plus the $monthly equipment lease feeWhen Ms*** asked if that would be her monthly price, the sales agent confirmed it would beMs*** moved forward with ordering the service; the ViaSat equipment was installed at her home on November 25,
Ms*** contacted ViaSat twice via email on December 1, regarding her bill as it did not reflect what she had been quoted at the point of saleThe responding ViaSat representative educated her on the billing, and advised that her service plan was $a month, plus applicable taxes and the $monthly equipment lease feeViaSat received a call from Ms*** on December 9, regarding her bill, at which time the same information regarding her bill and her monthly service fees was provided to her
We apologize for any frustration Ms*** *** have experiencedIn order to come to a resolution regarding this complaint, ViaSat is willing to offer Ms*** either a discount of $off her bill per month for months, or disconnection of her account with her early termination fees waived in full, provided that she disconnect prior to January 28, If Ms*** chooses to disconnect her account, she will be 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 Agreement A UPS box with a free return shipping label will be delivered to her home address
If Ms*** would like to accept the discount of $off her bill per month of months, or would like to disconnect her account with the early termination fees waived in full, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

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

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***’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 *** *** 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 Mr*** complaint to our attention
Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs Mr*** ordered service during a promotional
period, he is receiving a discount of $off his bill per month for the first three months of serviceThe Unlimited Data Silver service plan provides unlimited data usage at regular download speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
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 speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
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
Our records show Mr*** called into Viasat on December 16, to report a connectivity issueDuring this conversation, Mr*** was guided through troubleshooting, but the issue persisted and a service call was orderedA second call was received from Mr*** the same day, at which time he requested the disconnection of his serviceAt this time, the Viasat representative cancelled Mr*** service call request, and reviewed the disconnection disclosures with Mr***Mr*** elected not to disconnect the service that day, and advised he would call back
A third call was received from Mr*** the same day, at which time he requested to speak to a supervisor regarding concerns he had about the point of sale informationDuring the conversation with the supervisor, Mr*** informed that he felt he had not been properly advised of the service, including the pricingIn response to Mr*** service issues, the Viasat supervisor guided him through troubleshooting and ordered another service callCurrently, this service call is still open in a pending status
As resolution to this complaint, and in consideration of Mr*** short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full upon the disconnection of the accountMr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions
If he would like to move forward with the disconnection of his account, he 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 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 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***’ complaint to our attention
The Customer Agreement provided to each new customer, signed by Ms*** on January 13, 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 term
Our records show Ms*** ordered service on January 20, through an authorized Viasat dealer, at which time the account was placed under Viasat’s Liberty + Free Zone planThe service was installed on January 13, On January 14, 2018, Ms*** transitioned her service plan to the Liberty + Free Zone service plan via her online account management profileThe service was again transitioned back to the Liberty + Free Zone service plan on January 18, via the online account management profile
Viasat received a call from Ms*** on January 21, 2018, at which time she inquired about the unlimited service plansThe Viasat representative reviewed the plans available to Ms***, at which time she elected to transition to Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs this service plan required a new modem, Ms*** was informed that one would be delivered to her for self-installation
The 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 new modem was installed at Ms***’ home on February 20, Ms*** called Viasat on March 12, because she was experiencing slow speedsAt this time, she was informed that she had reached the GB data threshold and her service had been de-prioritizedThe Viasat representative also informed Ms*** that network congestion in her area was impacting her serviceThe representative guided Ms*** through troubleshooting to see if her speed of service would increase, but the issue persisted
On March 16, 2018, Viasat collected a payment of $for monthly service fees, including prorated charges based on the date Ms*** installed the new modem and began receiving the Unlimited Data Silver service planMs*** called the same day to disconnect service because it was not meeting her needs, at which time she was reminded of the early termination feesThe account was disconnected per Ms***’ request
Viasat does not agree to waive Ms***’ early termination fees of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the amount, leaving her responsible for $Additionally, Viasat has issued a refund for the payment of $as of March 19,
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 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

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 *** ***’ rebuttal to our attention
*** ***’ service plan was subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also
addressed in the Customer Agreement signed by *** *** on October 23,
Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work
The most common causes for high data 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 (e.gviewing pictures on *** or through ***) Customers 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 Early Bird Free Zone (EBFZ) from a.m- a.m., local time, during which unmetered service is provided at no extra cost
Our records show *** *** contacted ViaSat an additional three times between February 4, and February 7, regarding his speeds during the EBFZDuring these conversations, ViaSat’s representatives once again saw that there was an issue with his account’s service plan settings and he was guided through troubleshootingUnfortunately, the ViaSat representatives were unable to resolve *** ***’ issuesOn February 9, 2017, *** *** called ViaSat to disconnect his account
As resolution to this complaint, ViaSat has waived *** ***’ early termination fees in full as of February 9,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

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

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

(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

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***’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