ViaSat, Inc.

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

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused. Our records show that Ms*** services have been slowed pursuant to ViaSat’s Data Allowance PolicyCustomers are made aware of ViaSat’s Data
Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** on February 06, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesThe monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetMs*** is currently receiving ViaSat’s Liberty 10GB plan at $a month, plus applicable taxesLiberty plans provide customers with a monthly Priority Data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly Priority Data The following plans are currently available in Ms*** area:Liberty 18GB - $a month, plus applicable taxes and a $monthly equipment lease feeLiberty 30GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede10GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede15GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede25GB - $ a month, plus applicable taxes and a $monthly equipment lease feeAs of April 22, 2016, Ms*** has consumed GB of her allotted GB of data allowanceUpon review of Ms*** account, ViaSat determined that the usage is being consumed by media (YouTube), web browsing, and Marketplaces (Software updates and iTunes Store)If Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesIf Ms*** requires additional assistance regarding her usage and the Data Allowance Policy, she may contact ViaSat’s 24-hour Customer Service department at 1- 855-463-and reference ticket ***If a service call is required, ViaSat will agree to send a technician to Ms*** location at no charge. Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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 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

Thank you for bringing Ms*** complaint to our attention
Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage
at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
The Customer Agreement, signed by Ms*** on January 11, 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 gatewayAdditionally, Viasat neither supports third-party devices, nor do we guarantee that any third-party device will work to any minimum capacity
Our records show Ms*** called Viasat numerous times between January 18, and February 5, because she was experiencing an issue with her wireless service speedsEach time, Ms*** was guided through troubleshooting with a Viasat representativeAdditionally, Ms*** had several sessions with Viasat’s Premiere Tech Support team (PTS), who remotely accessed her computer in an attempt to resolve her concerns
On January 29, 2018, a service call was ordered so Ms*** modem could be replacedThe Viasat dealer rolled out to her home on January 30, and performed advanced troubleshooting before replacing the modem
Ms*** called Viasat regarding her service concerns on February 5, 2018, at which time she was offered troubleshooting and a session with PTS, but declinedThe Viasat representative recommended that she purchase a different router to see if that helped with her service issues, and provided her with a $credit towards her account
Between February 12, and April 12, 2018, Viasat collected a total of $in monthly service payments from Ms***
Viasat did not hear back from Ms*** until April 12, 2018, when she called to inquire if she would be charged early termination fees if she disconnected serviceDuring this conversation, Ms*** advised that her attorney had sent a letter to Viasat; however, Viasat has no record of receiving a letter from Ms*** attorneyMs*** was informed that early termination fees would apply if she disconnected service, and was offered troubleshooting and a service callMs*** declined the offers and ended the calls
On May 12, 2018, Viasat charged Ms*** $in monthly service fees, but the payment failed; subsequently, on May 23, 2018, Ms*** account was suspended for nonpayment of serviceMs*** called Viasat on June 6, regarding the balance due, at which time she was advised of the balance due and the billing of her serviceShe was also informed of the status of her account
In response to this complaint, Viasat will agree to issue Ms*** a refund of $for her January and February monthly service payments ($and $85.59, respectively), and waive the balance due of $However, as Viasat was not made aware that Ms*** issues were ongoing in March and April, Viasat does not agree to issue a refund for the monthly service fees from those months
As Ms*** does not have a payment method on file, her refund of $will be issued via check to the following address:
*** *** *** ***
*** *** ** ***
It may take Ms*** a minimum of two (2) weeks to receive this refund check
Currently, Ms*** account is still activeRegarding Ms*** early termination fees, Viasat will agree the charge in full if she disconnections prior to July 12, Ms*** may reference ticket no*** when she calls 1-855-463-to speak to Viasat’s 24-hour Customer Service Department
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

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

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement, signed by Mr*** on April 29, and available at ***, advises that ViaSat waives the standard service call fee for the first days of serviceAfter this timeframe has expired, customers are
required to pay a standard service call fee of $Customers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department
Our records show Mr*** contacted ViaSat on August 5, because he had been having issues with his service connectionAt the time of the call, however, Mr*** was not experiencing an issue and was using the serviceMr*** was advised to call back when he was actively experiencing the issue so he could be guided through troubleshooting and diagnostics could be run on the modemHe was also informed that ViaSat would provide him with a service call, if necessary, and advised that the standard service call fee was $Mr*** advised that he would not pay the service call fee and would be calling back to disconnect his service
Mr*** placed a second call to ViaSat the same day because his connection had droppedThe ViaSat representative offered to guide Mr*** through troubleshooting, but Mr*** declined; he also declined a service call because he did not want to pay the standard feeOnce again, he advised he would be calling back to disconnect
ViaSat received another call from Mr*** on August 29, regarding his service issues, at which time he was advised of ViaSat’s EasyCare program, which would provide him with a free service callHe was also offered a $discount off his next billMr*** declined all offers and once again advised he would be disconnecting
On September 1, 2016, ViaSat charged Mr*** $in monthly service fees, but the payment failedThe same day, Mr*** called to disconnect his account, at which time he was advised of all disclosures, including the early termination fees
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees
Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalf
On September 7, 2016, ViaSat received updated payment information from Mr***’s financial institutionSubsequently, on October 1, 2016, ViaSat collected a payment of $from Mr*** for his early termination fees ($284.50) and the failed monthly service fee from September ($60.87)
Regarding his assertion that the service was slow and did not work, prior to the August 5, 2016, ViaSat had not been made aware of any issues Mr*** may have experienced with the service
ViaSat does not agree to refund Mr***’s early termination fees of $284.50; however, as he called to disconnect on his bill cycle date, ViaSat will refund the $he was also chargedThis refund has been issued as of October 4, 2016; it may take Mr*** three to five business days from the issue date for him to see the refund deposited into his account
Thank you for the opportunity to respond."

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

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,
*** ***

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,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on December 1, to request
information regarding the process for moving his servicesDuring his conversation with ViaSat's representative Mr*** was educated on the move process and advised to call in when ready to have the move processed
On December 15, Mr*** did contact ViaSat's customer service department again to discuss the move process and request a one-time moveHowever, due to an agent error the move order request was not properly input into our systemMr*** was not made aware of this error and ultimately made contact again with our customer service department on December 30, to confirm the order was placed correctly with work order id number XXXXXXXX
On December 31, Mr***'s dealer did may contact to confirm the information surrounding the installation order and was advised that it was placed correctlyOn January 4, a call was made to Mr*** to confirm the installation date and time of January 5, mid-day
ViaSat apologizes for any confusion surrounding the process for moving his servicesDue to this error, ViaSat has issued a refund for the payment collected on December 16, for $This refund should be received within three to five business daysIf he does not receive this, please adviseAdditionally, once Mr***'s services are installed ViaSat will apply credits to his account for two months' worth of service chargesPlease have Mr*** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Once again, we apologize for any confusion surrounding this situation and thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After calling in four times in a single day I was finally given a work order number, however it was my original work order from initial service connectionWhen I called back in on the 31st of December I explained to the representative the trouble I was having and they transferred me directly to the move and reconnect team where I was finally able to get my service transfer put in and was given a work order number that I promptly verified with the installer directly
ViaSat has said that will issue a full refund for the services I paid for and has offered two months of my new services as credit, which I will accept as a good faith gesture from the company that they value my patronage and want to keep me as a customer

Initial Business Response /* (1000, 5, 2015/07/13) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any issue he may have experienced regarding the 24-month prepaid equipment lease he purchased
At the point of sale, customers are given the opportunity to
select one of the following equipment lease plans available:
Monthly Lease Fee - Requires the customer to pay $a month for their leased equipment
Prepaid Lease Fee - Requires the customer to pay a one-time upfront fee of $at the point of sale, with no additional monthly fee for the 24-month minimum service termAt the end of the minimum service term, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $a month
We apologize if Mr*** feels this was not communicated to him clearly at the point of saleIn addition, Section of the Lease Addendum to the Customer Agreement signed by Mr*** on June 24, and available at exede.com/legal reads, in part, as follows,
"Unless otherwise specified in your Customer Agreement: (i) the leased Equipment shall at all times remain the sole and exclusive property of ViaSat and (ii) we will charge you a monthly Equipment rental fee (an "Equipment Rental Fee") for the EquipmentIf you elected a promotion under which you prepaid lease fees, no additional lease fee will apply until you have exhausted the prepaid amountUpon expiration of the prepaid lease term, the monthly Equipment Rental Fee will be charged to your payment method on file."
Our records show Mr*** ordered service through an authorized ViaSat dealer on June 20, 2015, at which time he elected the prepaid lease feeOn June 21, 2015, ViaSat collected a payment of $for the prepaid lease fee from Mr***
In order to come to a resolution to this complaint, ViaSat will provide Mr*** with a refund of $199.99; however, as all customers are required to pay for leasing the equipment, Mr***'s equipment lease plan will be switched to the $monthly lease planViaSat does not agree to reimburse Mr*** for any overdraft fees or interest rates he *** be charged by his financial institution
If Mr*** would like to move forward with switching his lease plan, he *** 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

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement 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 gatewayThe Customer Agreement also requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
The Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesCustomers are advised of this at the point of sale
Our records show Ms*** contacted ViaSat on July 6, because she was unable to connect and wanted to terminate serviceAt this time, the ViaSat representative reviewed the diagnostics from Ms***'s modem, and advised her that there was no device plugged into the modemThe ViaSat representative attempted to guide Ms*** through troubleshooting, but Ms*** declined; however, she accepted the representative's offer a free service callOur records show the service call was scheduled for July 8, 2015, but Ms*** cancelled the work order the same day because she had decided to terminate service
Ms*** called on July 18, to have her payment method removed from ViaSat's systemUnfortunately, this type of request takes 7-business days to be processed, and was not done so prior to Ms*** being charged for early termination feesOn July 20, 2015, Ms***'s account was disconnected, per her request, and she was advised of all disconnection disclosuresViaSat collected a payment of $from Ms*** for her early termination fees on August 4,
In consideration of Ms***'s short time as a ViaSat subscriber, ViaSat is willing to refund her early termination fees of $ViaSat will also waive the pending charge of $for Ms***'s Exede Voice disconnection fees, for which she has not been billed yet
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept because Viastat has refunded me my money and waived the phone fee for the phone service I never received

Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale, customers are made aware of ViaSat's 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on October 24, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** called ViaSat on November 25, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Given the short time Ms***'s account has been active, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
If Ms*** has any additional questions regarding the equipment return policy, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have mailed back the requested equipment in the box sent to me

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, *** ***
*** ***

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedViaSat shows that there have been some issues with the upgrading and downgrading of the service which has caused an
issue with the data usage and the resets Currently we show Mr*** on the GB plan and that the usage has been used in full due to a 35GB upload on the accountMr*** will want to check all devices that are being used and to make sure the router has a security password ** ViaSat is showing a lot of uploading occurring on the accountViaSat does not recommend using the service for VPN (Virtual Private Networks) and this is discussed at the point of sale along with the Data Allowance PolicyIn order to arrive at a resolution ViaSat has issues a refund of $back to Mr*** today September 18, and he will see that within 3-business days, along with that ViaSat has placed a request to have the usage reset back to out of the 10GB for Mr*** which will happen todayMr*** will want to monitor his usage using the myexede siteThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sir or Ma'am:
Please know that I do not use VPN (Virtual Private Networks), but they are good for security and are not an influencer of usage
If somebody can provide me more information on the "35GB upload" it will assist me in trouble shooting Was the 35GB to one location, multiple, or what? Perhaps you can give me a point of contact at ViaSat to assist me I asked the help desk staff, but they barely have the ability to enter and configure the satellite modem Maybe there is a Tier II help desk
The router has a complex, sixteen character password
Thank-you,
*** ***

Thank you for bringing *** ***’s rebuttal to our attention
As previously stated, ViaSat has waived the balance due of $from *** ***’s account; however, as her scheduled billing date (28th of every month) has not cycled for March, the credit has not completely applied to her account
Upon March 28, 2017, the credit of $will be applied to her account*** *** is not responsible for resolving the balance due, and her account has not been sent to collections
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** was installed by a self-installing dealer which means in or to have a move order request processed she will need to contact *** *** * *** @
*** Should they have any questions they can contact Partner Support Team or contact their Area Sales Manager for assistanceThe move process does require a new month contractWe apologize if Ms*** feels this was not communicated to her satisfactionOn September 4, ViaSat did move forward with the request to change the name on the account from *** *** to *** ***Should Ms*** wish to move service and agree to the new year commitment she can contact her local self-installing dealer using the information aboveShould she have any further questions regarding her account she can contact customer care at ***Thank you for allowing ViaSat the opportunity to respond