ViaSat, Inc.

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 attention Per the Customer Agreement signed by Ms*** on January 5, it states, “You acknowledge Internet Service speeds are “up to,” are not guaranteed and will vary.” Additionally, ViaSat does not support any third party
hardware connected to the ViaSat equipment On August 31, 2016, Ms*** contacted ViaSat to discuss the connectivity of her servicesDuring this conversation, the ViaSat representative advised Ms*** that she may need a service callUpon further troubleshooting steps with Ms*** the ViaSat representative informed her that the connection issues appear to be due to the extender she was using with her servicesThe representative informed Ms*** that they could disable their on the modem and then should be able to use the extender with no problem On September 6, 2016, Ms*** contacted ViaSat again regarding the disconnection of her ViaSat accountDuring this conversation, the representative offered to credit her account $per month for twelve months, Ms*** accepted this offer and her account remained active ViaSat did not receive contact from Ms*** regarding connectivity issues again until September 20, During this call, Ms*** was educated that there was an outage affecting her servicesHowever, upon further review of her account, the ViaSat representative advised that a service was required and a service call was scheduled The service call is scheduled for September 23, Upon completion of this service call, if Ms***’s service issues are not resolved, as they are directly related to her ViaSat equipment, ViaSat will agree to disconnect her account with waiver of the early termination feesMs*** will need to contact ViaSat’s 24-Hour customer service at ###-###-#### and reference ticket ***Thank you for the opportunity to respond

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

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*** 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, 2015/08/13) */
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

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, 2015/09/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced with ViaSat
Section of the Customer Agreement, signed by Ms*** on August 5, and available at
exede.com/legal, states, "You represent that there are no legal, contractual or similar restrictions on the installation of the Equipment in the location(s) you have authorizedIt is your responsibility to ensure compliance with all applicable building codes, zoning ordinances, homeowners' association rules, covenants, conditions, and restrictions related to the Service, to pay any fees or other charges, and to obtain any permits or authorizations necessary for the Service (collectively 'Legal Requirements')"
Our review of Ms***'s account shows that she contacted ViaSat on August 17, to disconnect because her landlord did not want the dish on the roofDuring this conversation, Ms*** advised the ViaSat representative that the installer had gone back out to her home to attempt to install the dish on a pole mount, but there was no line of sightAt this time, the ViaSat representative inaccurately advised Ms*** that ViaSat offered a day trial period during which she could disconnect without being penalizedUpon request, the ViaSat representative also escalated refund tickets for Ms***'s monthly service payment of $and the $installation feeUnfortunately, Ms***'s account was not disconnectedWe apologize for any inconvenience this may have caused Ms*** to experienceMs***'s refund requests were rejected August 19, and August 22, 2015, respectively
ViaSat received another call from Ms*** on August 27, because she'd called the dealer who'd sold her service to have the equipment uninstalled, and he'd referred her back to ViaSat to have the work order placedAt this time, the ViaSat representative disconnected Ms***'s account successfully, and advised her that a service call for a technician to uninstall the equipment was $Ms*** agreed to the service call feeUnfortunately, the service call was not ordered correctlyWe apologize for any inconvenience this may have caused Ms*** to experience
Ms*** contacted ViaSat on September 3, regarding her service call and refund requests, at which time she was advised that her refund requests had been rejected and would have to be recreated The ViaSat representative also incorrectly advised Ms*** that she would need to contact her dealer to have him remove the equipment from her home
In order to come to a resolution regarding this complaint, ViaSat will agree to refund Ms*** all payments made to ViaSat since she ordered serviceThis is a total amount of $that will be issued to the payment method ViaSat has on file for herHowever, because Ms***'s early termination fees were collected on September 8, via electronic funds transfer (EFT), ViaSat will need to wait at least four business days from the collection date before the refund can be issuedOnce this payment has cleared, Ms*** should be advised that it can take 7-business days for her refund to be processedViaSat will escalate the request on September 15,
Regarding her overdraft fees, Ms*** will need to provide ViaSat with valid documentation (a copy of her day rolling bank statement) showing that ViaSat's charge caused her to go into overdraftShe can either email a copy of this documentation to ***@viasat.com or fax it to XXX-XXX-XXXX
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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, 2015/07/13) */
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, 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

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

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 Ms***’s complaint to our attention.Pursuant to the Customer Agreement, signed by Mr*** *** on March 30, and available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The
Customer Agreement states that Viasat does not accept notice of termination via email.Viasat serves as the parent company and provider of *** and Classic Exede Internet ServiceWe apologize if Ms*** may have experienced any confusion due to this fact. Our records indicate that Ms*** contacted Viasat on May 21, in order to upgrade her services from *** to ExedeThe Viasat representative who assisted her successfully completed the transition and Ms*** was scheduled for her installation date of May 23, Unfortunately due to a technician missing her scheduled appointment, Ms*** had to contact Viasat in order to reschedule for May 30, 2013, which was fulfilled. There was no further contact from Ms*** until January 17, On that day, Mr*** contacted Viasat to advise us that he thought the service had been cancelled over a year ago when he had moved services to *** NetMr***’s account was successfully disconnectedThere was no request for a refund made by the customer. In an offer of goodwill, Viasat will agree to refund the last six months of service charged to Ms***, in the amount of $This refund has been processed as of January 18, 2018, and the funds should be seen within the next three to five business daysIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

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

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

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 April 19, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking
account for automatic payments for any fees, including monthly service fees, equipment lease fees, and early termination feesThe 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 term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Mr*** called ViaSat on January 20, to disconnect his accountDuring this conversation, Mr*** was reminded of his signed Customer Agreement, early termination fees, and equipment return requirements prior to his request being processed
On February 20, 2016, ViaSat attempted to collect a payment of $in early termination fees, but the payment failedOur review of the payment request shows that it was failed by Mr*** bank because the credit card number was invalidOn March 14, 2016, this balance was sent to an outside collections agency
ViaSat received a call from Mr*** on March 28, regarding a collections notice he’d received, at which time he was reminded of the early termination fees and advised that the payment for them had failedDuring this conversation, Mr*** was incorrectly advised that he could only make a payment for the balance due through the collections agencyWe apologize for any frustration this may have caused him to experience
As the charge of $is charged directly by the collections agency and is not collected by ViaSat, however, ViaSat will be unable to reimburse Mr*** for this amountViaSat did not report the delinquent balance to any credit reporting bureaus
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of disconnection ViaSat read the disclosures to Ms*** and let her know that there would be a termination feeAt no time did ViaSat state that the fees
would be waivedMs*** called in on March 10, regarding the collection notice and was advised the charge was a valid charge and Ms*** agreed to make a payment plan arrangement In order to arrive at a resolution ViaSat has removed the account from collections and will make sure the calls are stoppedMrTraxler and Ms*** will want to make sure they call to make a payment for the early termination fee so that it is not turned over to collections again Thank you for allowing ViaSat 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***’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 agreement signed by Mr*** on September 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionIt is our goal to provide Mr*** with the best internet experience possibleHowever, 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 equipmentThe customer’s internet speeds can also be affected by programs running in the background of the customer’s devices, the use of virtual private networks, the router and the activities a customer engages in on the internetBecause of these many variables, ViaSat cannot guarantee any particular speed to the customer. ViaSat discloses at the point of sale and in its Customer Agreement signed by Ms*** on September 8, that speeds may vary and are not guaranteed. Mr*** had his account disconnected on March 21, due to the services not meeting his needs or expectationsViaSat charged Mr*** $on April 12, for the early termination feesViaSat understands that the service was not meeting Mr***’s needs or expectations so ViaSat has agreed to waive the early termination fees of $and issue a refund today April 17, for the $The $will go back on the payment method within 3-business daysViaSat does not agree to issue any further refunds as the service was usedThank you for allowing ViaSat the opportunity to respond