ViaSat, Inc.

Complaint: ***
I am rejecting this response because:I would love to hear the original order process of my phone callI have asked there reps to get that for me every monthThis is and a lieI never verbally agreed to anything or knowingly signed anything! It was NOT a contract when I signed onThere sales rep repeated this several timesPlease provide recording or proof of these claims.
Sincerely,
*** ***

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

In response to Ms***’s rebuttal, ViaSat was not notified by her bank of the chargeback until September 7, At the time ViaSat received this chargeback; ViaSat agreed to honor the request and added a credit to her account to offset the pending balanceGiven this information, and our previous reply, Ms***’s ViaSat account does have a zero balanceThank you

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any issue he may have experienced with ViaSat
At the time of sale customers are informed speeds are not guaranteed and may vary This point is also addressed
in the Customer AgreementDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Our records show Mr*** contacted ViaSat on July 23, regarding a speed and website connectivity issueDuring this conversation, Mr*** was walked through advanced troubleshooting, after which his concern was resolvedMr*** was provided with a $goodwill credit
ViaSat did not have any further contact from Mr*** until September 21, 2015, when he called to disconnect his accountAt this time, the ViaSat representative offered to troubleshoot any speed concerns he may have had and provide him with GB of free additional data, but Mr*** declined and moved forward with the disconnection of his account
The Customer Agreement states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termOn September 24, 2015, ViaSat attempted to collect $in early termination fees from Mr***, but the payment failed
As ViaSat was not made aware of any issues Mr*** may have experienced between July 24, and September 21, 2015, his early termination fees are considered valid
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first off I never received any credit that I am aware ofas far as there test saying my issue was resolved I still could not load a web page not even there own page the tech no longer knew what to do so he considered it resolvedalso I was not going to let them hack into my computer again because the first time they messed it up so bad it would not rebootvia sat over sells their service so bad that's why it slows down to a crawl they just like to blame everything else
I put up with there poor quality service for two months hoping it would get betterit did notand I called in many times to complain about the service not once so now they are also liarsonce they said the slow down of there service was due to kids are out of school now so more usage on the systemand I asked them "and why is that MY Problem?" every time viasat ads another subscriber everyone suffers with slower speedsso I gave it months kids back in school and guess what? still crapy internet it is so bad that I had to call Verizon and reactivate my myfi hot spot that by the way is over times faster than viasats systemand they can blame my equipment all they want but it works just great with 4GLTE, not my eguipment its poor service
viasat needs to refund everything I paid them I did not get the service I signed on for they did not tell me I would only be able to stand using it in the middle of the night when people are asleepby the way July 23rd was the day after I got their crapy system installed and after awhile of having your computer messed up to be told that the problem is resolved and you just spent an hour on the phone and still cant get a web page to load in les than minutes , ya just kinda give up
Final Business Response /* (4000, 9, 2015/10/06) */
Thank you for bringing Mr***'s rebuttal to our attention
Upon closer inspection of his account, it appears that Mr*** was offered the $credit, but that the ViaSat representative failed to apply it to his accountWe apologize for any inconvenience this may have caused Mr*** to experienceHowever, as stated previously, ViaSat did not receive any interaction from Mr*** regarding any speed-related issues he may have been experiencing before or after July 23,
In order to come to a resolution regarding this complaint, ViaSat has applied a credit of $to Mr***'s account to waive half of his early termination fees
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** *n March 26, and available at e*** *** 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 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
Our records show Mr*** called Viasat numerous times between March 26, and April 8, regarding issues with his service, including slow speeds and his inability to access a specific websiteDuring these conversations, Mr*** was guided through troubleshooting, assisted him with his website concerns, and advised that the speed of the service was not guaranteedWe apologize if Mr*** had a poor experience with Viasat’s Customer Service representatives
Review of Mr*** account as of April 9, shows that there is network congestion in his area that may cause him to experience slower speedsAdditionally, we also show that he is in potential need of a service call to resolve an intermittent connectivity issueViasat is willing to provide Mr*** a service call at no extra cost to him as resolution to this complaint
If Mr*** would like to take advantage of this service call offer, 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, 2015/11/09) */
Thank you for bringing *** ***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on September 12, 2015, and it is 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 usage
Mr*** contacted ViaSat on October 4, to discuss his data usage and his request to disconnect his accountDuring his conversation with ViaSat's representative, Mr*** was advised of the early termination fees of $per remaining month left in his contractAn account cannot be established without the customer's electronic signature Our records show Mr***'s electronic signature on the Customer Agreement dated September 12, We apologize for any misunderstanding regarding the electronic signature process
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Mr*** and available at exede.com/legal We apologize if Mr*** feels these points were not communicated to his satisfaction
In order to bring Mr***'s complaint to resolution, ViaSat will agree to refund Mr*** the $collected on August 27, for the prepaid equipment feesYet, ViaSat does not agree to refund Mr*** the $collected for the early termination fees in fullViaSat will agree to refund Mr*** $which is half of the early termination feesThe total refund to Mr*** will be $and should be received back to his payment method on file in three to five business daysViaSat believes that as Mr*** utilized his services the $collected on September 16, was valid
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We feel that only having the service for days and in that period having to purchase additional GB twice, that waiving only months of our contract is not enoughWE ONLY USED YOUR SERVICE FOR DAYS and had to pay extra on top of the charges due to your gouging of data usage
There is no doubt in our minds that your usage that you were showing was inflated by whatever you use to determine this
We used data in the first week to upload to a laptop and after that and increasing our data by paying more money twice, we were told again that we were going to go overAt that point, two old people using email and Facebook could NEVER have used what your meter said
We would have discontinued even sooner than the days had we known the gouging was going to continue
We feel that 1/of the contract being reimbursed is not enough as we only used service for days and were dissatisfied days into the service but tried to give you the benefit of the doubt
Your contract only protects you and gives no recourse to customer when their service is not what you promised
We would like to be reimbursed all that was offered initially and only pay for one month of the contract, again since we only used it for daysInstead of refunding $for the contract, we want $which would be the total contract minus one monthThis would make the total refund of $which includes the originally promised $
We do agree that the $charge, although higher than originally stated is valid and have paid that
Final Business Response /* (4000, 9, 2015/11/16) */
As stated in ViaSat's previous reply, customers are made aware of ViaSat's Data Allowance Policy at the time of saleOn Mr***'s call from October 4, 2015, he was again advised of the early termination fees and offered options for remedyHowever, Mr*** declined these offers and accepted the disconnection of his account with the early termination feesAs Mr*** did not allow ViaSat the opportunity to resolve any of his concerns regarding the Data Allowance Policy, ViaSat does not agree to refund Mr*** any further charges collectedThe refund of $was issued on November 10, and should have been received by him within three to five business daysViaSat believes this is a fair and reasonable resolutionThank 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 frameAgain, we apologize for any confusion or frustration this situation might have caused. Thank you

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedOur records show Mr*** contacted *** on February 23, to order *** service bundled with ViaSat’s internet serviceMr***’s ViaSat
services were installed on February 25, Unfortunately, purchasing ViaSat’s service with *** does not bundle the billing. ViaSat and *** handle customer billing for their own services and therefore, Mr*** is billed separately by ViaSat for Exede Internet service. On March 2, 2017, Mr*** contacted ViaSat to request the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was educated that per the Customer Agreement signed by himself on February 25, 2017, the early termination fees were applicableDue to this information, Mr*** requested to keep his account activeIn order to bring resolution to his complaint, and as a gesture of good faith, ViaSat will agree to disconnect Mr***’s ViaSat account with waiver of the early termination feesHowever, does not agree to refund for the charges collected for service renderedAdditionally, Mr*** 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 her disconnection, and it will include return instructionsIf Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service department at ***Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and though not entirely factual I find that this resolution is satisfactory to me
We received the device yesterday and will be shipping all equipment back today as required
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any issues she may have experiencedThe Customer Agreement, signed by Mr*** on December 20, and available at exede.com/legal, advises that customers are required to return ViaSat’s modem and transceiver
within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat provides customers with a *** box, free return shipping label, and illustrated instructions, which is delivered to the service address on file, unless otherwise requested by the customer, within a week after disconnectionMr*** contacted ViaSat on August 17, to disconnect his accountDuring his conversation with the ViaSat representative, Mr*** was advised of the leased equipment return policyViaSat received Mr***’s leased equipment on November 01, 201; however, due to a system error, on February 24, 2017, ViaSat attempted to collect for failure to return the leased equipmentAs ViaSat was unable to collect these charges, on March 13, 2017, ViaSat sent Mr***’s ViaSat account to our outside collections agencyMr***’s account was removed from collections on March 20, 2017. ViaSat did not report Mr***’s account to any credit agenciesWe apologize for any misunderstanding or frustration Mr*** may have experiencedThank 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,
*** ***

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Mrand Mrs***' complaint to ViaSat's attentionWe apologize for any confusion or frustration 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 Mrs*** on August 18, 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
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mrand Mrs*** are currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCurrently, Mrand Mrs*** have used GB of their GB monthly data usageThe following service plans are also available in Mrand Mrs***' area:
Essential GB -$49.99/month
Liberty GB - $69.99/month
Liberty GB - $99.99/month
Liberty GB - $149.99/month
If they have any further questions or concerns regarding their monthly data usage, or would like to transition their account to a different service plan, Mrand Mrs*** may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXXIf they choose to transition their service to a different plan, ViaSat is willing to provide them with a discount of $off of their bill per month for monthsIf they would like to take advantage of this offer, Mrand Mrs*** should reference ticket noXXXXXXXX when they call into Customer Service
If they would like to disconnect their ViaSat account ViaSat does not agree to waive the early termination fees in their entiretyHowever, ViaSat does agree to waive half of the early termination fees of approximately $345.00, not including taxesIf Mrand Mrs*** wish to move forward with the disconnection of their account, Mrand Mrs*** may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
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 /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept response
Their sales person misrepented them, I know it was
verbal
The people that installed the system said the same thing that the salesman told us
We would get to Mbps until our data was use up and then it would cut back to Mbps and remain at Mbps until next billing cycle then go back to to Mbps and that's the way it would work
According to them we use the data up in less than a week
Cp's slowed down I called office in Houghton Lake they said there was no such plan that salesman quoted us
I ran speed test and we were getting Mbps
these people came to us to sale this plan we didn't contact them !!!!!
I found two other people in the area that just had these dishes installed , they were told the same thing salesman told us .the one lady called Viasat to complain and was told it would cost her $ to cancel out
We didn't ask these people to stop and lie to us so we would sign up with them
All we want is for them to get their junk out of yard
I don't feel we owe them anything if they hire people to go out and lie to folks to get them in a contract
We would agree to the first months fee but that is it
If this isn't settled here I am checking out small claims court , I believe I can find enough people in the area that was told the same plan
And further more I called the office in Houghton Lake to complain and was told there was no such plan that salesman sold us , I ask to speak to salesman they said he wasn't in .ask for his phone # they wouldn't give to me I gave them mine to give him to call me Haven't received a call as of today
This is no way to run a business ( lies and deceit
I checked reviews for Ecede internet , I should have done this before we had this installed
Out of all reviews there were very few happy customers
If they agree with what I have outlined we are done if not I take it as far as I can
I am thankful for the Revdex.com
*** J***
Final Business Response /* (4000, 9, 2015/09/01) */
As stated by ViaSat's previous reply our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mrs*** on August 18, 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 Customer Agreement signed by Mrs*** on August 18, (available at exede.com) states that ViaSat does not guarantee the service will 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 gatewayWe have included the signed Customer Agreement for Mrand Mrs***'s review
Again, if Mrand Mrs*** wish to disconnect their ViaSat account they can do so by contact ViaSat's customer service department directly at XXX-XXX-XXXX and reference ticket XXXXXXXXIn order to resolve this complaint ViaSat will agree to waive the applicable early termination fees and it will be notated in ticket XXXXXXXX; however, 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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement, signed by Mr*** *** on April 30, and available at exede.com/legal, 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.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. The balance due must be paid below $for account services to occur, such as the ordering of a service call or resuming of a suspended account.Our records show Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeDue to the fact that Mr*** ordered service during a promotional period, he is receiving the following discounts: $off for the first three months of service, and a credit for the cost of EasyCare for the first three months of service.On May 23, 2018, Mr*** contacted Viasat in regards to stating that he was told he could receive one of Viasat’s wireless router-included modemsA Viasat representative advised Mr*** that they were not currently available in his area. On June 6, 2018, Mr*** contacted Viasat in regards to experiencing intermittent connectivityA Viasat representative assisted Mr*** with troubleshooting, and determined that his Ethernet cord might need replacing.On June 21, 2018, Mr*** contacted Viasat in regards to being unable to connectA Viasat representative assisted Mr*** with troubleshooting his equipment, and it was determined that a service call was neededHowever, Mr*** currently has a past due balance of $38.81, and due to this, a service could not be ordered without payment. In light of this complaint, Viasat has reviewed Mr*** account for issuesAs Mr*** modem is showing as offline, Viasat cannot perform the proper troubleshooting required. In resolution to this complaint, Viasat will agree to credit Mr*** his past due balance of $38.81, and would like to offer him a free service call to determine if there are any issues with his serviceIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Thank you for bringing Ms*** response to ViaSat’s attention.ViaSat requires a customer to call in to have the account disconnected so the disclosures can be readWe apologize if this was not done when Ms*** called inViaSat usually does not accept written correspondence for disconnections; however, per Ms*** request we have moved forward with the disconnection of her accountMs*** will receive a prepaid shipping label and box courtesy of *** within 7-business daysOnce she receives the box and label she will want to follow the directions provided and make sure she returns the two pieces of equipment in order to avoid any future chargesFailure to send back the required equipment will result in a charge of $for each non-returned pieceIn order to arrive at a resolution ViaSat has issued a refund of $for the charge that took place on August 4, Please allow 3-business days for this refund to show back up on the payment methodThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention
The Customer Agreement, signed by Ms*** on January 28, and available at ***, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnectionFailure to
return this equipment results in an unreturned equipment fee of $300.00, not including taxesCustomers are advised of this at the point of sale and reminded when they elect to disconnect their accountViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after disconnection
Our records show Ms*** called ViaSat to disconnect her account on September 21, 2016, at which time she was reminded of the equipment return requirements
On October 24, 2016, ViaSat was advised that Ms*** had not returned the transceiver; subsequently, she was charged $in unreturned equipment fees the same dayMs*** called regarding the charge on October 25, 2016, at which time she advised that she had returned the transceiver and a refund request was escalated, per her requestOn November 2, 2016, the refund request was denied as ViaSat had no record of Ms*** returning the ViaSat
ViaSat received another call from Ms*** regarding her refund on November 7, During this conversation, she was advised that her request had been denied; however, upon review of the *** tracking number, the ViaSat representative determined that Ms*** had returned ViaSat’s transceiverAt this time, a second refund request was created
As of November 15, 2016, ViaSat does not show that Ms*** returned the ViaSat transceiverOur records indicate she, instead, returned the Voice adapterHowever, as a gesture of good faith, ViaSat has issued a refund for $to Ms***’s payment method as of November 15, Ms*** should be advised that it may take three to five business days from the issue date for her to see the amount deposited into her account
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on January 17, and available at exede.com/legal, states that customers are responsible for returning
ViaSat’s modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesCustomers are reminded of this when they choose to disconnect their service, and ViaSat supplies customers with a prepaid UPS box with illustrated instructions for the return of this equipmentThis box is typically delivered to a customer’s home address, or a shipping address of their choosing, within a week after the disconnection of the account
Our records show Mr*** called ViaSat March 16, to disconnect his account, at which time he was reminded of his signed Customer Agreement, the early termination fees, and the equipment return requirementsPer his request, a service call was ordered for Mr*** so a technician could assist him with the removal of the transceiver, and scheduled for March 24,
ViaSat’s technician went out to Mr*** home on March 24, 2016, as scheduled; however, Mr*** was not homeMr*** called ViaSat on March 25, to reschedule his appointment to March 26,
Once again, the ViaSat technician went out to Mr*** home, at which time it was determined that the technician did not have a high enough ladder to reach Mr*** roofWhen the technician advised Mr*** that he would have to pay for the technician to rent a higher ladder, he refusedViaSat’s technicians are not required to carry 32’ laddersMr*** was advised that he would be charged for not returning the transceiver if it was unable to be removedThe service call was rescheduled for March 29,
On March 29, 2016, ViaSat’s technician went back out to Mr*** home, at which time he was able to successfully remove the transceiver from the dish and delivered to Mr*** to ship back to ViaSat
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr*** complaint
Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/11/25) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's disconnection process
Our records show Mr*** contacted ViaSat via email on October 18,
requesting that his account be disconnected with no further charges to his payment methodMr*** also requested that a billing statement be sent to him via mailPursuant to the Customer Agreement, signed by Ms*** *** ***, an authorized signer, on January 21, and available at exede.com/legal, subscribers are given the opportunity to terminate service by giving ViaSat written or telephone notice The Customer Agreement clarifies ViaSat does not accept notices of termination via emailIn response to Mr***'s email, a ViaSat representative attempted to reach out to him via telephoneThere was no answer and a message was left requesting a callback to ViaSat's 24-hour Customer Service DepartmentViaSat has received no further interaction from Mr*** since this email correspondence
Because Mr***'s account was still active, ViaSat attempted to charge him $for monthly service on October 24, 2015, but the payment failedOn November 4, 2015, Mr***'s account was suspended for nonpaymentViaSat attempted to collect a payment of $for another month of service plus the existing balance dueOnce again, this payment failed
As resolution to this complaint, ViaSat has waived the balance due of $as of today, November 25, ViaSat will disconnect Mr***'s account on December 9, If he would like his account disconnected sooner than that, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
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 Agreement A UPS box with a free 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

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 our attention.The Customer Agreement signed by Ms*** ***s on December 6, 2012 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. 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.Viasat 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 ***.Our records show Ms***s is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s Voice service plan at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.On November 11, 2017, Ms***s transitioned her service online through her Viasat account, from Viasat’s Freedom plan to Viasat’s Unlimited Gold planDuring the transition process, legal disclosures must be agreed upon before the transition takes place, regardless if the transition takes place over the phone or onlineThese disclosures advise of prorated charges on the next service bill depending on plan prices, as well as the changes in data usage limitsWe apologize if Ms***s feels she wasn’t informed of these disclosures. On December 1, 2017, Ms***s’ bill generated in the amount of $This amount was due to prorated charges of Ms***s’ new service plan as well as a prorated credit of her old service planViasat was unable to take payment due to not having a valid payment method on file and therefore the balance remained on the account as a past due amountA one-time payment was made in the amount of $on December 2, 2017.On January 1, 2018, Ms***s’ bill generated in the amount of $This amount was for service charges, as well as the remaining balance after the payment made on December 2, Again the balance remained on the account due to no valid payment method. On January 2, 2018, Ms***s’ service was suspended due to non-pay, and Ms***s contacted Viasat to request more information about her billingThe Viasat representative assisting Ms***s advised of her prorated charges and offered both a one-time $goodwill credit as well as a recurring $off for months creditMs***s accepted both credits, and these were added the same day. On January 3, 2018, Ms***s contacted Viasat to advise that her internet was still suspended, and was supposed to have been restored the day beforeThe Viasat representative resumed her services.On January 8, 2018, Ms***s’ account was suspended for nonpay of the past due balance on her accountOn January 9, 2018, Ms***s contacted Viasat to advise that she had been told she would be credited $for her transitionThe Viasat representative assisting her was unable to find notation of this credit, and Ms***s requested to speak to a supervisory representative, to whom she was transferredThe representative advised her that due to the fact that it was Ms***s who made this transition, the prorated charges were valid, and that no credit or resuming of services would occur until a payment was madeA payment of the past due balance, $256.75, was made that same day, and Ms***s’ service was restored the same day.On February 19, 2018, Ms***s contacted Viasat in order to advise that she was experiencing slow speedsShe was assisted by Viasat’ technical escalations team, who determined that the problem stemmed from Ms***s’ modem being incorrectly provisionedAs of February 20, 2018, that issue was resolved by Viasat’s Service Assurance Center (SAC).On March 1, 2018, Ms***s’ bill generated in the amount of $At the time, only a $off credit was being appliedMs***s contacted Viasat on March 9, to ask if she had been credited for the time she was experiencing slow speedsThe Viasat representative assisting her advised of the $credit, and Ms***s requested to have a supervisory representative contact herThe representative advised that supervisory representatives were only available via the chat format currently, and to speak to a supervisor representative on the phone, Ms***s would have to contact Viasat via the phoneViasat apologizes for any inconvenience this may have caused Ms***s.In resolution to this complaint, Viasat has applied a credit for $to Ms***s’ account as of March 12, Ms***s should see this applied on her next bill. If Ms***s has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####. Thank you for the opportunity to respond

Thank you for bringing *** *** response to ViaSat’s attentionViaSat has agreed to issue a refund of $back to the payment method on file today July 18, *** *** will see this refund within 3-business days*** *** will still need to call and have the account disconnected when he is ready using the ticket number providedThank you for allowing ViaSat the opportunity to respond