ViaSat, Inc.

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

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

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 Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
In order to protect our customers, ViaSat required documentation to be submitted for all requested legal name changesAll legal name changes require the customer
to sign a new Customer Agreement reflecting their changed or updated name in order for ViaSat to move forward with the requestSigning a new Customer Agreement does not extend a customer’s minimum service term
Our records show Ms*** has contacted ViaSat five times in regards to updating her last name between October 13, and October 27, Each time, she was advised that documentation was required in order to have this request processedShe was also advised of the above-mentioned information regarding the signing of a new Customer AgreementOn October 27, 2016, Ms*** contacted ViaSat via email to advise that she had emailed a picture of her driver’s license showing the change to her name; however, as Ms*** had not provided information in regards to what email address the documentation had been sent from, the ViaSat representative was unable to locate it
Regarding Ms***’s complaint that her service goes out during inclement weather, the Customer Agreement, signed by herself on December 10, and available at ***, advises that ViaSat does not guarantee the 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
Our review of Ms***’s account shows that ViaSat has not received any contact with her concerning any weather-related connectivity issues she may have experiencedThe last time ViaSat received any contact from her regarding the connectivity of her service occurred on August 12, 2016, at which point it was determined that her satellite dish was out of alignment and a service call was orderedViaSat’s technician went out to Ms***’s home on August 18, 2016, at which time her dish was realigned
The Customer Agreement 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
If Ms*** chooses to disconnect her service, she will be responsible for early termination fees in the approximated amount of $
In response to this complaint, ViaSat researched the issue and located Ms***’s documentation showing that she has changed her last name to ***As indicated above, Ms*** will be required to sign a new Customer Agreement reflecting her new nameAn e-file has been sent to her as of November 1, that she can sign and send back to ViaSatOnce this documentation has been received, ViaSat will move forward with updating her name, per process
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
How very nice of Ms*** to call me a liar. I spoke to the sales department at least twice while I was researching the various satellite companies, including *** and ***. Once I decided *** was the only one offering unlimited internet, even at such a high price, I went online and ordered it. Then I ordered it for my father as well. The installers came, went over the paper work, assured me there were no caps for my internet, but explained that if my father went over his limit on his plan, he would be slowed down. I asked them again, and they said I was Unlimited I do not want to disconnect my service, even though it is still running slow after they took $from my account on April 4. They are not providing the 25mbps which is what I signed up forI want them to change their advertising, as noted by dozens of other complaints on their facebook page. I want them to provide the unlimited service I signed up forThey need to make it clear it is NOT unlimited and caps at 150G, then slows down to almost nothing. The advertising has hurt my business. I want the high speed they promised, and I would prefer customer service people who did not call me a liar. She is clearly the liar, and trying to spin the company's advertising her way. Nothing in my paperwork from *** mentioned capping me at G. It worked fine for the first two months, then suddenly Viasat took over and everything changed.
Sincerely,
*** ***

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

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

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,
*** ***

Complaint: ***
I am rejecting this response because:I previously filed a report with Revdex.com for NUMEROUS reasons about months ago describing the horrible business practices that exede had shown me and named many, many reasons why I was filing the reportAfter filing the report, I was approached by an exede employee who offered for me to cancel my service and to waive the early termination feesI agreed to thatHe gave me a reference number to give the customer service representative when cancelling my account to waive the early termination feesWhich I didAfter asking the representative NUMEROUS times if the fees were waived, he reassured me NUMEROUS times that they were in fact waivedAwesomeMy year long nightmare experience with exede was finally overOnly it wasn'tweeks later I happened to be looking at my bank statement only to find a charge from exede internet for $on 12/24/2016, weeks AFTER I had cancelled my accountUpon calling them to figure out why they took $from me, they informed me that it was for the early termination feeThe early termination fee that I had been assured and reassured numerous times was not going to be charged to meSo not only does the representative lie to me saying that I wouldnt be charged an early termination fee, but they still feel entitled to go behind my back and into my bank account and take my money weeks after I cancel my service with them and after they promised and assured me that my early termination fee would be voidedThis was all done with absolutely NO warningMeaning that I never received any email, no phone call, no letter in the mail, nothingThey just took my money.I now had to take time out of my day at work to call them to figure out why I was charged, and also time to call my bank to block any further charges that exede may feel entitled to without telling me. Give me back the money from my bank account that you unrightfully stole from me with no warning or explanation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: You have broken the contract with me because I am not allowed to move my original contract service to my new location without buying a New expensive service with you which is braking my service contract with youSo no matter how different (more expensive) your new service is from my original contract that you will not honor, I am to agree to your new service or leave myour internet connection inot a house that I nof longer live in or pay forced early conciliation fees This sounds like a class actionThank you for braking my contract agreementRevdex.com, Thank you for your timeI will share my experience with everyone I know to save others from this scam.
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 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,
*** ***

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

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of Mr***'s complaint, ViaSat has determined that he is experiencing slow speeds and
connectivity issuesViaSat has offered to send a technician to Mr***'s home to troubleshoot and correct any issuesEach time ViaSat has offered for a technician to go to Mr***'s home he has declinedViaSat also shows that Mr*** has been going over his usage which will cause the slower speeds that he is seeingIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees from the account should Mr*** wish to disconnectIf Mr*** wishes to disconnect he can contact ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat 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.)
For months of trouble I shouldn't have to pay any termination feeEach time I've called, chatted, or emailed ViaSat I've been given a different responseIt started out that I had to pay for a technician until the next to last time I contacted ViaSatI responded back, but when I did my speed was so slow I couldn't get the page to loadI tried again and it showed the case number had done been closed hours laterI want to be done with this company and their poor quality of serviceMy dish has not been moved since the technician "properly aligned it" and I've had slow speed way before any overageEven during the free period late at night it's extremely slow and many times not able to do anything at allI've talked to a few of my neighbors that has the same company internet and they have the same problemsI'm willing to not get legal representation involved if my etf is waived for all of the trouble I've hadBy the way, I responded to this the same day I got the email from the Revdex.com and when I went to hit submit I had a internet signal timeout and had to reload and rewrite every bit of this
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for bringing Mr***'s response to ViaSat's attentionAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on October 12, and available at exede.com/legalViaSat apologizes if Mr*** feels these points were not communicated to his satisfactionViaSat understands that the service is not going to meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees in fullMr*** can contact customer service at XXX-XXX-XXXX and reference ticket number XXXXXXXX when he is ready to cancelMr*** will have the disclosures read to him at this timeMr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSatThank you for allowing ViaSat the opportunity to respond

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

Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she may have experienced
Our records show Ms*** setup service through an authorized ViaSat dealer on June 28, ViaSat internally
supplies customers who setup service through this dealer with $
ViaSat received a call from Ms*** on August 13, because she had not received this gift cardDuring this conversation, Ms*** was advised by the ViaSat representative that she would need to contact her dealer regarding the gift card
ViaSat did not receive any further contact from Ms*** until July 25, 2015, at which time she requested the disconnection of her account because she was movingDuring this conversation, the ViaSat representative reminded Ms*** of her signed Customer Agreement and early termination feesAt this time, Ms*** advised that she had never received her promotional gift card, and was once again advised that she would have to work with her dealer for resolution
The Customer Agreement, signed by Ms*** on July 8, 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 August 12, 2015, ViaSat charged Ms*** $in early termination fees, but the payment failedOn September 14, 2015, the account was sent to outside collections for nonpayment
In response to this complaint, ViaSat internally escalated Ms***'s complaint for review, at which time it was determined that she did not receive the $gift card due to an errorIn order to resolve this concern, ViaSat will send Ms*** a $gift card on October 2, 2015; however, as she is receiving this gift card, ViaSat does not agree to waive her early termination fees
Thank you for the opportunity to respond

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 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

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.

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 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