ViaSat, Inc.

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

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

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

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

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 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

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

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

Thank you for bringing Mr*** 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

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.)

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

Thank you for bringing Ms***’s 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

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

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 upon the following conditions: I receive a corrected statement balance of $on the March billing cycle with ViaSat. I am not turned over to collections before the March billing cycle reflects the corrected statement. Before I accepted ViaSat's response I wanted to verify that my account charges had been waived in their systemI called yesterday 2/28/at 9:30AmI spoke with Gary.(transaction ID #***) He researched my account and verified that the waiver was approved 2/27/at 6:pmWaiver confirmation #***I also wanted to verify that I would not be turned over to a collection agency before the next billing cycle reflected the waiverHe assured me I would not be turned over after speaking with his floor supervisorHe said, "you will not be turned over to collections." As long as I receive the a statement balance of $after the 20th of March then yes, I do find this resolution satisfactory
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,
*** *** I agree to this so long as company does as they say will do

Initial Business Response /* (1000, 4, 2015/11/19) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Ms***, the account holder, called ViaSat on October 3, to move her service from ***
*** *** *** NM XXXXX to *** ** *** *** *** *** *** ** XXXXXAt this time, the ViaSat representative created an account at Ms***'s new home address with the installation appointment scheduled for October 6, Ms*** called back on October 5, to disconnect her original account, at which time the ViaSat representative updated her mailing address so the equipment return kit could be delivered to her new homeMs***'s early termination fees for this account were waived on October 6,
On October 6, 2015, ViaSat's technician attempted to contact Ms*** twice to confirm her appointment time and provide an estimated time of arrivalBoth times, the technician left a message, but received no call back from Ms***The technician went to Ms***'s new home the same day, but no one was homeViaSat requires that someone eighteen or older be available for all installation and service call appointmentsMs*** called ViaSat on October 7, 2015, at which time she was advised of the technician's actions
Between October 10, and November 7, 2015, Ms*** called ViaSat five times to reschedule her appointmentDuring this timeframe, ViaSat's Home Service Provider attempted to contact Ms*** three times to schedule her installation with no contact from Mror Ms***On October 20, 2015, the installation order was assigned to a local ViaSat dealer for completionOur records show the ViaSat services were installed at Mr***'s home on November 7, Because he'd waited a month to be installed, Mr*** received a credit of $towards his service plan price on November 10, This credit will apply on his December 8, bill
Ms*** called ViaSat on November 4, because she had not received the kit to return the ViaSat modem and transceiver associated with her original accountAt this time, the ViaSat representative escalated a request to have the kit reissuedOur records show this box was delivered to Ms***'s new home on November 12,
The Customer Agreement, signed by Ms*** on January 10, for her previous account and on November 7, for her current account, states that customers are responsible for returning the ViaSat modem and transceiver within days of their service terminationFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesThese charges are automatically applied
On November 12, 2015, Ms***'s payment method was charged $in unreturned equipment fees, but the payment failedViaSat successfully collected this amount on November 17, Ms*** called ViaSat on November 18, regarding the chargeAt this time, it was agreed that ViaSat would refund half of the unreturned equipment fee to Ms***, and the rest would be returned to her upon receipt of the equipmentA refund of $was issued to Ms*** electronically the same dayMrand Ms*** should be advised that it may take three to five business days for them to see this amount deposited into their account
We apologize for any frustration Mror Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address this complaint
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited
data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.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.Per the Customer Agreement, signed by Ms*** *** on March 15, 2018, Viasat customers are required to lease their equipment from ViasatThis equipment includes a Viasat router, dish and satellite receiver on the dishCustomers are advised that a monthly lease fee will be charged for the lease of the equipment at the point of sale, and it is addressed in Viasat’s Customer Agreement. We apologize for any misinformation Ms*** may have been given at point of sale. On March 15, 2018, Ms*** contacted Viasat to ensure that her Viasat services were activatedShe was advised by a Viasat representative that her services were active at that timeMs*** requested information on how to connect to the wireless internet, and she was advised that her modem was not equipped with that featureMs*** stated that she had specifically requested a wireless-enabled modem at the point of saleShe requested to disconnect her services, which a Viasat representative began to assist her with, but Ms*** chose to stop the process when she was advised of the early termination feesNo changes were made to Ms*** account that day. On March 18, 2018, Ms*** contacted Viasat multiple times in regards to receiving help connecting her new router to Viasat’s modemAt the time of the first contact, Ms*** stated that part of the connection process did not occur, and a Viasat representative advised her of Viasat’s technical support hoursDuring the second contact, it was determined that Ms*** had purchased a modem and router combination, which would not be compatible with Viasat’s modemMs*** requested to disconnect her services, but did not proceed when she was correctly advised that her early termination fees would be valid if she chose to disconnect. Ms*** contacted Viasat on March 27, to state that she could not connect to her internetA Viasat representative assisted in troubleshooting Ms*** equipment, but was unable to as the modem would not power onThe Viasat representative scheduled a service call for Ms***, which is scheduled for March 30, 2018.In light of this complaint, Viasat has reviewed Ms*** accountWe apologize that Ms*** has not yet received any resolutionViasat requests that Ms*** give Viasat the opportunity to resolve the issue with her modem by allowing the service call to be completed before further action with her account is taken.In resolution to this complain, Viasat has added a credit for a free month of service to Ms*** accountThis credit was added as of March 28, 2018, and Ms*** will see the credit applied to her next bill. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-Hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

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

Initial Business Response /* (1000, 5, 2015/08/03) */
Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on July 21, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersThe 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
Mr*** contacted ViaSat's customer service department on July 30, to discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative he was advised of the Data Allowance Policy, and the options to upgrade to a package that would better suite his needsHowever, Mr*** requested the disconnection of his ViaSat account
Given this information and as a gesture of good faith, ViaSat will agree to waive the early termination feesHowever, Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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