ViaSat, Inc.

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

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

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

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."

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

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, 2015/08/28) */
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

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

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

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,
*** ***

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.

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,
*** ***

Initial Business Response /* (1000, 5, 2015/07/13) */
Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any frustration he may have experienced with our Data Allowance Policy
Upon receipt of Mr*** complaint ViaSat attempted to locate his account;
however, with the information provide we were unable to do soIf Mr*** could provide ViaSat with the information as it is listed on the account such as the account number, phone number, and e-mail address we will investigate further
Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Account #: XXXXXXXXX
Phone: XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The slow data is documented in the free zone and when the account is not restricted
Final Business Response /* (4000, 13, 2015/07/29) */
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 activityIf the current plan Mr*** is on is not sufficient for him, he does have the option to upgrade his account to the Exede25GB planMr*** still has the option to disconnect his account if he wishes with waiver of half the early termination feesThank You!

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon receipt of his complaint we attempted to locate his account with the information provided to no availIf Mr*** could please provide us
with the account number, name or phone number listed on the account ViaSat will be able to resolve the complaint at hand
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
While customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their
activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance PolicyThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers 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 June 14, (also available at ***)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 work
Our records show Ms*** contacted ***, an authorized third-party sales agent of ViaSat, on July 3, 2016, at which time she ordered ViaSat’s Liberty GB plan at $59.99m a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty 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, and until their priority data resets
On June 4, 2016, ViaSat collected a successful payment of $from Ms*** for the one-time standard installation feeViaSat has no record of receiving any contact from Ms*** regarding the installation fee on June 6, or any time prior to her installationOur records show Ms*** is not in an area that provides free installations; therefore, she was not provided with a credit or a refund for the amountThe service was installed at Ms*** home on June 14,
ViaSat collected a payment of $from Ms*** on June 16, for her monthly service fees, including prorated charges based on the date of her installationMs*** called ViaSat regarding her bill on June 17, 2016, at which time she was educated on ViaSat’s billing and provided with a breakdown of the billDuring this conversation, Ms*** claimed she’d been advised at the point of sale that she would not be charged the installation feeThe ViaSat representative incorrectly advised Ms*** that customers were required to call into ViaSat after they were installed to have it refunded or creditedThey also advised Ms*** that they would escalate a refund request on her account; unfortunately, this was not created correctly and no refund ticket was escalated on Ms*** accountWe apologize for any frustration this may have caused her to experience
ViaSat received a call from Ms*** on June 21, 2016, at which time she requested disconnection because she was unhappy with the service and unable to streamShe also mentioned that she had received notice that she had used her GB monthly priority dataDuring this conversation, the ViaSat representative educated Ms*** on how much high definition streaming consumes data and provided her with further information on the other service plans available to herMs*** was also offered a discount of $off for months if she were to transition her service planMs*** declined and once again requested disconnection, at which time she was reminded of her signed Customer Agreement and the early termination feesWhen Ms*** requested to speak to a supervisor, the ViaSat representative put in a request to have a supervisor call herWe apologize if Ms*** was not contacted by a supervisor
On June 24, 2016, Ms*** called ViaSat regarding disconnecting her service with her early termination fees waived, at which time her call was transferred to a supervisor, per her requestDuring her conversation with ViaSat’s supervisor, it was agreed that ViaSat would disconnect Ms*** account with the early termination fees waived based on her point of sale concernsMs*** account was disconnected the same day, and her early termination fees were waived on June 26, in full
ViaSat received an email from Ms*** on July 16, regarding a refund for monthly service fee and installation fee, at which time she was accurately advised that both charges were valid and nonrefundable
As Ms*** did, in fact, use the service, ViaSat does not agree to issue her a refund for her full monthly service fee of $However, in order to resolve this complaint, ViaSat will issue her a refund for her unused services in the amount of $57.92, in addition to a refund for the $installation fee (total of $157.91)This refund has been issued to Ms*** payment method as of August 9, 2016; it may take 3-business days for her to see it deposited into her account
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 Freedom service plan with Boost and Wifi add-ons at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment
lease feeThe Freedom service plan provides GB of monthly data usage at regular speeds up to Mbps. Ms*** service plan is governed by Viasat’s Bandwidth Usage Policy. Pursuant to Viasat’s Bandwidth Usage Policy, when a Freedom plan customer uses greater than GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing periodWhen our network is busy and the customer has used greater than GB of data, that customer will have lower priority on our network until the end of their monthly billing period. This may result in slower speeds when the network is busy. If the customer has used greater than GB, Viasat may contact the customer and give them the option to reduce their usage or transition to another service plan. If they did neither, Viasat may terminate service. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** * *** on September 24, 2016.On January 31, 2018, Ms*** contacted Viasat in regards to her data usageShe stated that she had used over her monthly data limit in one day and wanted the matter to be investigatedThe Viasat representative assisting her advised that the data had been used on secured web browsing, which for the security of our customers, Viasat has no visibility intoThe representative advised that they would escalate a request for a review of the accountUnfortunately, the request was incorrectly processed, and had to be re-escalated at Mr*** request on February 19, We apologize for any inconvenience that this may have caused Ms***. A review of Ms*** account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms*** monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into. In light of this complaint, Viasat has conducted an additional review of Ms*** accountAs of February 22, 2018, Ms*** has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms*** may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs*** is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat does not agree to waive Ms*** full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf Ms*** would like to take advantage of this offer, she 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.

Complaint: ***
I am rejecting this response because: This is a half truth by ViasatThey offer another plan that had lower data amountSpeed would of been faster but I would of been throttled by the company sooner due to the lower limitThey offered 100G for the same price but at 50mb speedI currently have 150g at Mb speedThis was not a fix but a way to get me to resign for a two year term with themThey did inform me that they don’t tend to prioritize customers on this service, but I do not trust or believe them as this is what they said before I signed the first timeThe speed is not an issue at 25Mb that I currently have when it worksThe problem is the constant prioritization and half a month I can’t use the serviceI am always prioritized and feel that Viasat is not acting in good and providing consumer informationThere attempt to retain on a new contract is not a solution that I am comfortable with as Viasat does not live by there word I rejected as this offer as it does not fix the issue of slow and degraded performance each month to the point of unuseabilityI need true unlimited to be able to homeschool my kids as there school work is online basedWhen proritized the link has major packet loss and it will not allow us even to sign into there school accountsMy speed was mb which is less then 1% of the promised speedViasat should not be able to over staturate the sitelite beam and put as many as they want on itIt is over soldReading forums about the new service offered has provided me data that others customers are still having the same issues after switching to the new 100gI still request that Viasat release me from the contract at no cost to me due to misrepresenting there product and not providing the service level needed. Sincerly,*** ***
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept it but I called the number and gave a person named *** the reference number and she informed me that there was nothing in the file that stated I would be waived the early termination feesShe also told me there wasn't a supervisor that she could connect me to She wouldn't disconnect my serviceI also want my refund mailed to me in a check since I do not have the card any longer that was on this accountI am so fed up with this companyI want it disconnected now and my early termination fees waived and my money refunded by a check

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

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreementViaSat understands that *** *** states she did not sign the customer agreement and that it was signed by the technicianViaSat has escalated this issue internallyIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should *** *** wish to disconnect her account*** *** can call customer service at *** and reference ticket number *** Thank you for allowing ViaSat the opportunity to respond