ViaSat, Inc.

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,
*** ***

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

Thank you for bringing 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*** 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

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

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 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 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

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
Ms*** was receiving Viasat’s Unlimited Data Silver service plan at $a month, Viasat’s Voice service at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee
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
Other third party programs and devices used to count data usage may overstate or understate the total amount of data that passes through Viasat’s modemThe accuracy of such third-party programs and devices will differ from Viasat’s data usage meter because those devices do not reside within the Viasat network and the modem
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 speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Our records show Ms*** called Viasat numerous times between December 1, and January 28, regarding connectivity and speed issues, as well as service call scheduling concernsDuring this timeframe, Ms*** was guided through troubleshooting, and provided with goodwill credits totaling $as well as a monthly discount of $off her bill per month for monthsIn addition, the several service calls were ordered for Ms***
As resolution to a previous Revdex.com complaint filed by Ms*** (Complaint No***), Viasat applied a credit of $to Ms*** account on January 4, In addition, Viasat informed Ms*** that she could disconnect with no early termination fees if the service was not meeting her needs
Ms*** called Viasat on January 28, to disconnect her account, at which time a request for the waiver of her early termination fees was escalatedViasat has waived Ms*** early termination fees as of January 29,
Ms*** is 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 Agreement A *** 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
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any issues he may have experienced
Mr*** contacted ViaSat's customer service department August 15, to request a service callAt this
time, Mr*** was advised that the service call was $and would be charged to his next bill Mr*** contacted ViaSat again on September 12, to discuss the duplicate payments made as he gave one to the technician and was charged by ViaSat
As ViaSat did not collect the service call charge the technician collected, ViaSat was unable to provide Mr*** with a refund for the duplicate paymentsViaSat requests that customers supply us with documentation showing the duplicate payments made to the technician and directly through us
We apologize for any confusion this situation may have causedAs a gesture of good faith Viasat will agree to refund the $collected on September 12, The refund of $will be issued to the payment method on file and should be received by Mr*** within three to five business daysShould he not receive the refund within this time frame, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

The services on Mr***’s ViaSat account were upgraded and a new modem was installedTherefore, the previous services were disconnected and it was their responsibility to return the previous modem usedWe apologize if Mr*** never received the *** box with a prepaid return shipping label Mr***’s ViaSat account was charged on August 20, for the leased modem not returned to ViaSat; however, as per our previous reply, the refund was issued on September 1, It takes ViaSat seven to fourteen business days to process a refundViaSat did process Mr***’s refund within this time frameAgain, we apologize for any confusion or frustration this situation might have caused. Thank you

The services on Mr***’s ViaSat account were upgraded and a new modem was installedTherefore, the previous services were disconnected and it was their responsibility to return the previous modem usedWe apologize if Mr*** never received the *** box with a prepaid return shipping label Mr***’s ViaSat account was charged on August 20, for the leased modem not returned to ViaSat; however, as per our previous reply, the refund was issued on September 1, It takes ViaSat seven to fourteen business days to process a refundViaSat did process Mr***’s refund within this time frame Again, we apologize for any confusion or frustration this situation might have caused. Thank you

Thank you for bringing Mr*** response to ViaSat’s attentionViaSat has agreed to let Mr*** out of the month agreement with no early termination feesIn addition ViaSat will issue a refund of the first payment back to Mr*** totaling $Mr*** will need to call the customer service number mentioned in the previous responseThank you for allowing ViaSat the opportunity to respond

We apologize for any issues Ms*** is experiencingCurrently, Ms*** is over her usage which might be causing her speeds to be slowAs a gesture of good faith, ViaSat has removed the restriction on Ms***’s accountDue 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 activityViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at ***Currently, Ms*** has used 106.9% of her allotted download usageOn November 7, 2016, Ms*** contacted ViaSat regarding her issues connecting to the internet and Ms*** was advised that a service call was required; however, the service call was not issued or scheduledWe apologize for any confusion surrounding this situationIf Ms*** believes that there are issues related to the Data Allowance Policy, or needs a service call created, please have her contact ViaSat’s 24-hour customer service department at ###-###-####Thank you

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Our records show Mr*** called ViaSat on November 15, because he was experiencing a speed issueDuring this time, he was guided through troubleshooting by
three representatives, after which it was determined that his speeds increased when his router was not connected, but slowed when his router was reintroduced to the systemIt was recommended to Mr*** that he replace his router
Mr*** called back on November 19, because he was unable to connectDuring this conversation, the ViaSat representative guided Mr*** through troubleshooting, but was unable to restore his connectionA service call was ordered with a request that the technician replace the modemThe same day, a member of ViaSat’s Home Service Provider (HSP) reached out to Mr*** to reschedule the appointment to November 23,
ViaSat’s technician went out on November 23, 2016, at which time he realigned Mr***’s dish, but did not replace the modemWe apologize for any frustration this may have caused Mr*** to experience
On November 28, 2016, Mr*** called ViaSat to order another service call because the modem had not been replacedA service call was ordered and scheduled for November 29, Unfortunately, due to the technician not having the correct equipment, the service call was rescheduled two times before it was placed on hold to await the arrival of the equipmentBetween December 11, and December 16, 2016, the HSP attempted to contact the technician to confirm the equipment had been receivedDuring this timeframe, it was discovered that the technician would be unable to fulfill the service call at that time due to personal reasons
On December 19, 2016, Ms*** called ViaSat regarding her service call and modem swap, at which time a new service call was ordered and the previous service call was cancelledOn December 21, 2016, a new technician was assigned to the work order and the service call was scheduled for December 27, The technician went out on the scheduled date and time, and attempted to swap out Mr***’s modemUnfortunately, the technician did not have all the necessary tools and was unable to complete the modem swap; however, upon further troubleshooting, it was determined that the issue was with Mr***’s power supplyIn order to completely resolve Mr***’s concerns, the technician advised he would go back out to replace the modem; however, when the technician called Mr*** on December 28, to schedule a time, he was informed that everything was working fine
In response to this complaint, ViaSat escalated Mr***’s concerns internally to the HSP for review and resolutionThe HSP will be contacting Mr*** in regards to his service issuesViaSat has also applied credits for two months of free service onto Mr***’s account for any inconvenience he may have experienced
If Mr*** chooses to upgrade his service, he will be required to agree to a new 24-month minimum service term; however, ViaSat will agree to lower the price of his upgraded service plan price to $per month, not including taxes, for three months
Thank you for the opportunity to respond

Thank you for bringing Ms***’s rebuttal to our attention
As previously stated, during the May 29, conversation, Ms*** was advised that her concerns were directly related to her exceeding her monthly Priority DataMs*** is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps uploads
Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on May 24,
Additionally, our records indicate Ms*** had a conversation with a ViaSat representative on June 28, regarding her data usage and the Liberty plan service details, including the Liberty Pass
ViaSat received two calls from the ***es on July 12, regarding a service issueBoth times, they were guided through troubleshooting, and both times showed that they were receiving speeds within advertised range and were able to connect
Once again, ViaSat does not agree to waive the early termination fees of approximately $in full; however, as resolution to this complaint, ViaSat will waive half of the fees, provided that she disconnect prior to September 28, This will leave her responsible for early termination fees of approximately $
If she would like to move forward with the disconnection of the service, she may call ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I had to speak with the "cancellation department" before I was even able to be offered the one month free and once they told me the amount it would cost to cancel I said no thank you I'll keep the services that don't work (which still don't work) instead of paying $300+ to cancelAnd I was also told the refund would take days maybe the company should check their recorded conversations of how many people I talked to and what was said before replyingAlso I declined the "free month" because I was charged $when it was supposed to "be free" in the first place!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I signed a contract to get serviceI expect something in writing, telling me that the contract has been satisfactorily ended. Does any other business suggest that a voice over the phone line is a legal ending to a contract? If so, I'd like to know about it. My next step is probably going to be looking at the ramifications
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat does not accept written correspondence as a form of disconnectionViaSat advises all customers that they have to call into customer care to have the account
disconnectedViaSat does not have any phone call or attempt of a phone call from Mr*** trying to disconnect his account by phoneAll of ViaSat’s agents are trained and speak the English languageWe apologize if Mr*** has any issues understanding the agentsMr*** will need to call customer care at ###-###-#### to have the account disconnectedIn order to come to a resolution ViaSat will agree to refund the past months of service as long as no usage is shown when Mr*** calls to disconnectMr*** can reference ticket number *** when he calls to disconnectThank you for allowing ViaSat the opportunity to respond