ViaSat, Inc.

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
As long as NO ADDITIONAL CHARGES INCUR- which is what happened when I accepted the last response. Thank you for your assistance in this matter
Sincerely,
*** ***

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

We apologize for any issue this may have causedIf Ms*** needs additional boxes and labels sent to her location, please have her contact ViaSat’s 24-hour Customer Service at ** *** and ViaSat will move forward with requesting new labels and boxes to be sent to her locationMs*** will still be responsible for returning the leased equipment with the labels and boxes providedThank You

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
Ms*** is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $
monthly EasyCare feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps uploads
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance Policy They are also advised that, pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetHeavier users of Liberty Pass will experience slower speeds than lighter usersEach of these points is further addressed in ViaSat’s Customer Agreement signed by Ms*** on May 24, and also available at ***
Our records show Ms*** contacted ViaSat on May 29, because she was experiencing slow speedsAt this time, Ms*** was advised that she had exceeded her monthly Priority Data, and was receiving Liberty Pass speeds, pursuant to the Data Allowance PolicyMs*** was reminded of the details of her service plan and the Liberty Pass, educated on the other plans available in her area, and advised that she could purchase additional data at $per GBMs*** chose to purchase GB of additional data at that time, and the request was processed accordinglyAt no point did Ms*** request the disconnection of her service
During this conversation, Ms*** inquired if her son would still be able to game online while receiving Liberty Pass speeds, and was incorrectly advised that he would beWe apologize for any confusion this may have caused her to experience
ViaSat does not recommend certain gaming with ViaSat’s serviceThere are many games that will not perform well over ViaSat’s Exede networkThis is due to inherent latency and the laws of physics, because the signal has to travel 22,miles up to the satellite and 22,miles down to Earth againViaSat has identified various online games that appear to work well on our networkViaSat makes every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellitesMany online games will experience a noticeable lag or delayed effect, which is and expected with any satellite internet networkViaSat cannot guarantee that any real-time game will work on the Exede networkIn addition, Section of the Customer Agreement clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.”
ViaSat received another call from Ms*** on July 12, 2016, when she called to report a connectivity issueAt this time, she was guided through troubleshooting, at which time she was able to connectAs Ms*** also had some concerns regarding the speed of her service, a speed test was performed, and it was determined that she was receiving speeds above ViaSat’s advertised range
Ms*** made a second call into ViaSat the same day with additional speed and connectivity issuesOnce again, she was guided through troubleshooting, including directly connecting her computer to the ViaSat modemAfter this, Ms*** was able to connect; it was also again determined that she was receiving speeds that were above advertised rangeWhen Ms*** inquired about disconnecting as she was unhappy with the speed of the service and her inability to stay connected while using her router, she was accurately reminded of the 24-hour minimum service term and the early termination feesMs*** ended the call
ViaSat does not agree to waive any portion of Ms***’s early termination fees if she chooses to disconnect her accountAdditionally, Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
If she would like to move forward with the disconnection of her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond

In ViaSat’s previous response, ViaSat has not been able to troubleshoot on Ms*** services since November 11, Ms*** did contact ViaSat again on April 12, 2016; however, she was unable to complete any troubleshooting steps that might have resolved any issues she might have been experiencingNetwork congestion is caused when many subscribers are on the network at the same time, and may intermittently impact the web browsing and speeds of network subscriber in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 8:PM to 12:AM, local time, but may vary depending on the areaMs*** may view ViaSat’s Network Management Policy for further explanation of the policy on www.exede.com/documents/master/network-management-policy.pdf As of today, April 21, 2016, ViaSat reviewed Ms*** account and does not see that her services are being affected by weather or congestion within her areaCurrently, Ms*** has utilized GB of her GB Freedom planIf Ms*** needs a service call to address any of her issues, please have her call ViaSat’s 24-hour Customer Service at 1-855-463-and reference ticket number Thank you

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat has escalated Mr***’ damage claim internallyViaSat will be following up with the original installer and Mr***’ will hear directly from the home service
provider so the damage can be fixedViaSat understands that the service is not meeting Mr***’ needs or expectations and the he wishes to disconnect the serviceIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should Mr***’ wish to disconnectMr***’ can contact customer care at ###-###-#### and reference ticket number *** to have the disclosures readMr***’ will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSat at the time of disconnectionThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attentionOur review of her usage during her December 16, 2015-January 16, billing cycle shows that her usage went towards web browsing, marketplaces, media, social networking, communications, system/software updates, storage, miscellaneous apps, file sharing, and gaming. She consumed the most data on December 16, for media, marketplaces, web browsing, and communicationsAs previously stated, in order to protect our customers’ privacy, ViaSat is unable to provide a detailed data usage historyTherefore, we will not be able to fulfill Ms*** requestWe apologize for any inconvenience this may have caused her to experienceAs of January 16, 2016, ViaSat has provided Ms*** with 5GB of additional data for the month, giving her a total of 15GB of data for this billing periodOur review of Ms*** account as of January 18, shows that she has used 1GB out of the 15GB allotment for web browsing, marketplaces, media, and storageThe majority of this usage was consumed on January 17, Once again, we recommend that Ms*** look into the programs that are running in the background of her devices, and to check her day to day activityThank you for the opportunity to respond

Initial Business Response /* (1000, 9, 2015/10/20) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** contacted ViaSat on September 29, regarding her data usageDuring this conversation,
she stated that she was supposed to have been placed on ViaSat's Freedom (150GB) service plan, but was only receiving 10GB per monthMs*** was advised at this time that ViaSat's Freedom plan was not available in her area, and ended the call
ViaSat received a second call from Ms*** on October 7, regarding her service planOnce again, she was advised that ViaSat's Freedom plan was not available in her area, and that only ViaSat's Liberty service plans were availableThe ViaSat representative also explained the details of Ms***'s service plan, Liberty 10GB, to her
On October 13, 2015, ViaSat disconnected Ms***'s account, per her requestAt this time, it was agreed that ViaSat would waive her early termination fees in full, and issue her a refund of all payments made to ViaSat (total of $256.26)Three individual refunds of $99.99, $85.69, and $were issued to Ms***'s payment method the same dayIt can take three to five business days for refunds to be deposited into an account
We apologize for any frustration Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***'s complaint
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 11, 2015/10/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though we will still be out an installation fee when we go back to our original provider, we accept the refund of the three individual charges totaling $as satisfying our claim

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, 2015/08/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration and confusion this situation *** have caused
On July 30, ViaSat received a call from Mr*** requesting the disconnection of his
ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr*** was advised that he was responsible for returning his leased ViaSat modem and transceiver within days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label was delivered to Mr***'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to returnPer UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr***'s front door
ViaSat will send a new shipment to his location Summers Drive ***, VA XXXXX as Mr*** states he did not receive the initial shipmentMr*** should be on the lookout for this shipment within the next business days ViaSat will ensure that Mr*** is not charged for failure to return the leased equipment before the new shipment is receivedOnce received, Mr*** should return the leased equipment at their earliest convenienceViaSat understands Mr*** does not have access to the location where the equipment is installed; therefore, Mr*** *** return the leased modem only
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** contacted Viasat on December 9, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingWhen the issue persisted, a service call was orderedAs Ms
*** account had been ordered through a local Viasat dealer in her area, she was referred back to that business for scheduling
On December 15, 2017, Ms*** called Viasat to advise her service call was still unfulfilledAt this time, the Viasat representative escalated a request to have the service call responsibility for Ms*** account changed from the Viasat dealer to Viasat she could be serviced by Viasat directly
Due to a backlog in requests and the holiday, the sales channel change request was not completed until January 1, However, due to Ms*** location, this request should not have been escalatedViasat does not have a direct fulfillment network in Ms*** areaWe apologize for any frustration this may have caused Ms*** to experience
As resolution to this complaint, Viasat has escalated a request for Ms*** account to be switched to *** *** ***, a local dealer in her areaMs*** will be provided with a free service call, as well as two credits of $for two free months of service
Ms*** may call *** *** *** at *** to schedule her service call
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
ViaSat received a call from Mr***'s girlfriend on September 7, stating that she had
recently upgraded her Windows operating system to Windows and since this date she had been experiencing issued with her servicesOn this date ViaSat's technical support team worked with the customer to remove junk files, optimize the computer, and remove several infections from the computer systemAt that time the customer's services were working correctly
On September 14, Mr***'s girlfriend made contact once again to discuss the difficulties connecting to their ViaSat servicesDuring her conversation with ViaSat's customer service representative she was advised that the issue appeared to be due to the breech in the data allowance policyTo date, Mr***'s ViaSat account has utilized GB of his GB (6-month promo GB) plan
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 customers The 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 filesIt appears that the majority of their usage is being utilized on Netflix
As a gesture of good faith ViaSat will agree to issue a good will credit for $to be applied to Mr***'s accountIf he continues to experience connectivity issues related to the data allowance policy, please have Mr*** contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: This is not true! This company has held me hostage for almost a month with no internet...failing to provide any information regarding the loss of 150GB of data As stated in my complaint my billing cycle ends on the 27th if each month On 2/1/I received a notice that all of the data was used; the billing cycle had just began I the customer contacted Viasat and asked for an investigation; I wanted a detailed explanation regarding the use of 150GB and have been putting off each time I call Please note these companies (Internet providers) are basically allowed to extort money from citizens because unlike water or electric and gas companies a independent meter is us customer using this type of service has virtually no recourse because their is no tangliable evidence for the customer to that meter servuces validating consumer usage With the current system consumers have nothing but the the words of the internet company and oh by the way they have your money too! Viasat has not explained what happened to my 150GB in two daysI want the relationship to end immediately!!!

Thank you for bringing Mr***’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 month minimum service term commitment and the early termination feesEach of these points are also addressed in
the customer agreement signed by Mr*** on November 27, and available at exede.com/legalViaSat understands that the services were not meeting Mr***’s needs or expectationsIn order to arrive at a resolution ViaSat has adjusted off the balance of $These charges were for early termination fees and services usedAt this time Mr*** has a $balance and the account has been disconnected Thank you for allowing ViaSat the opportunity to respond

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

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.

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 Mr***’ rebuttal to our attention. Per our previous reply, our records show Mr*** is currently receiving Viasat’s Liberty - WiFi service plan at $a month, plus Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeMr*** has been receiving this plan at this price since the inception of his account in August 2017.On March 23, 2018, Mr*** contacted Viasat to request more information on his Viasat billing, as well as to state that he was experiencing troubles with his Viasat servicesAt that time, a Viasat representative incorrectly informed Mr*** of his Viasat service plan price, stating that it was $We apologize for any inconvenience this may have caused Mr***. In resolution to this complaint and as a gesture of goodwill, Viasat will agree to credit the current past due balance of $on Mr***’ accountMr*** should see this credit applied as of his next bill, which will generate on June 20, As Ms***’ service is currently in a suspended status, Viasat will also provide Mr*** with a one-time resume of his Viasat services. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/05) */
Thank you for bringing Ms***' complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Section of the Customer Agreement, signed by Ms*** on July 26, and available at exede.com/legal,
states that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedReview of Ms***' account shows that she was reminded of this on June 2, when she called ViaSat to terminate her service
In order to resolve this complaint, ViaSat has issued a refund of $for Ms***' unused services as of today, June 5, 2015, to Ms***' payment methodMs*** should be advised that it may take approximately 3-business days from the issue date (June 5, 2015) for her to see the amount deposited into her account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel this is a fair resolution to the issueThis should be a standard practice for this companyIt is unethical to keep money from hard working peoe because they provide poor service to their customers

Initial Business Response /* (1000, 5, 2015/07/31) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Mr*** contacted ViaSat's customer service department on *** 7, to request a service
call as he was having connectivity issues with his accountMr***'s service call was scheduled; however, the installation team was unsuccessful at contacting Mr*** to complete the service callAfter several attempts, on June 11, ViaSat's installation company sent Mr*** an email with their direct contact information so the service call could be rescheduled
However, on this same date Mr*** contacted ViaSat requesting the disconnection of his ViaSat servicesThe Customer Agreement provided to each new subscriber, and signed by Mr*** on December 23, 2014, (and it is also available at exede.com/legal) 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
As a gesture of good faith, and in order to bring a resolution to this complaint, ViaSat will agree to refund half of the $collect for the early termination feesThe refund of $will be issued to the payment method on file, and should be received by Mr*** within three to five business daysShould Mr*** not receive the refund within this time frame, please have him contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The internet never worked rightThey did not try calling me several time that is not trueIf you buy a service and it works some days but most days do notThen you should not have to pay for it and should not have to pay to turn the system offThe service guy called once and said it sounds like a problem from the company and he did not think he could fix it but would come and look at itThen never came out or ever called againI waited all day that day he said he was coming and he never showed up and then a month later sent a emailThen you offer half of a termination feeI feel I got scammed by this company and people need to now that this service does not work in some places and if it does not work after you get itYou still have to pay to disconnect itIn my whole life I have never heard of such a crazy thingI really did not think that companies operated like thisNo other company has ever scammed meI am just disappointed that a company can operate so dishonestly todayIf they are not going to fix this then what can I do to go further this so people can now how they operateI just do not want this to happen to other peopleI care more about that then the moneyPeople today do not have the extra money to get scammed
Final Consumer Response /* (4200, 11, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did give them time to fix itI waited a month for there service person to come after I scheduled an appointment and they did not show upAfter waiting a month with no call back I cancelled the serviceI just feel cheated by themYou should not charge a termination fee if the service does not workSo they wanted me to keep paying a monthly fee for a service that did not workIt was a scam you either pay a termination fee to disconnect a service that does not work a keep paying a monthly fee for a service that does not workThis company is scamming people that live in areas that there service does not workMany people could not pay the termination feeIt is just not right what they are doingThis can not be legal to charge someone a fee for a service that never worked right
Final Business Response /* (4000, 13, 2015/08/20) */
ViaSat understands Mr***'s frustration and feels the previous response resolved his complaintThe information ViaSat obtained from our service team stated that they were unsuccessful at contacting Mr*** for completion of the service callViaSat will agree to refund the remaining $collected for the early termination fees to close this complaintThe refund of $was issued the to the payment method on file and should be received by Mr*** in three to five business daysThank you