ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat
The Customer Agreement 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 advised of the early termination fees at the point of sale, and are reminded of the charge at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Ms*** contacted ViaSat on May 20, because she was experiencing a connectivity issueDuring this conversation, the ViaSat representative guided Ms*** through troubleshooting, after which it was determined that a service call would be necessary to resolve her issuesA free service call was provided to Ms***, and she was advised that her local dealer would contact her for scheduling
Ms*** contacted ViaSat again on May 26, because the dealer had not come out to fulfill the service callAt this time, it was discovered that the dealer Ms*** originally purchased service through no longer covered her areaA request was escalated to have Ms***'s sales channel changed so one of ViaSat's fulfillment technicians could complete her service callThe sales channel change was completed on May 27, 2015, and a new service call was ordered for Ms*** per her request on June 4, ViaSat's technician went out to Ms***'s home on June 5, 2015, at which time he readjusted Ms***'s dish
ViaSat had no further contact from Ms*** until September 10, 2015, when she called to disconnect her accountAt this time, a ViaSat representative placed a request for Ms***'s early termination fees to be waived; however, this request was denied as it was determined that the early termination fees would be a valid charge
Given the above-provided information, ViaSat does not agree to refund Ms***'s early termination fees
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention
Our records show Mr*** contacted Viasat’s Sales Department on January 15, to inquire if there was a trial period for the serviceThe Sales representative correctly informed Mr*** of the Customer Agreement; however,
before they could continue the conversation, the call droppedMr*** called back into Viasat regarding serviceDuring this second conversation, the Viasat representative entered in an address provided by Mr***, and determined that there were no services available to Mr*** at that timeThe Viasat representative informed Mr*** that Viasat would be launching new products in February 2018, and that they may be available to him
The same day, the initial Sales representative Mr*** had spoken with called him back to complete their conversation, at which time it was determined that service was available at *** *** *** *** *** *** ** ***Mr*** elected the Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAt no point during this final conversation did the Viasat representative guarantee that the Viasat Wireless Gateway service would be available to him or that they would be in his area within any particular timeframe
The Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwideViasat does not have a specific timeframe as to when these new products will be available to all customers
Mr*** service was installed at the service address on January 29, Viasat did not have any contact from Mr*** until April 25, 2018, when he called to disconnect service due to the VWG service not being available in his areaAt this time, he was reminded of the 24-month minimum service term and early termination fees; he was also informed that the VWG service had not launched in all areas of the country yetPer Mr*** request, he was informed of all disconnection disclosures and the account was scheduled for an April 30, disconnection
The Customer Agreement provided to each new customer, signed by Mr*** on January 29, and also available at exede.com/legal, 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 term
As Mr*** was not guaranteed that the VWG service would be available in his area and as Viasat was not made aware of any concerns he may have experienced with his service speeds, Viasat does not agree to waive Mr*** early termination fees upon his disconnection of service
Thank you for the opportunity to respond

Thank your for waiving the early termination feeI will return the equipment as quickly as possibleI have rejected the response in an effort to maintain contact with Via Sat and to confirm the equipment is received on your end and I'm not subsequently charged anything additionalI will also follow up with my bank to obtain the rolling account information previously requestedThank you for your helpSL
Complaint: ***
I am rejecting this response because:
Sincerely,
Shan Lawson

Thank you for bringing Mr*** complaint to our ***.Our review of Mr*** account shows that he contacted *** on December 2, to order *** service bundled with Viasat’s internet serviceThe *** sales agent was required to make Mr*** aware of the following
points. We apologize these points were not communicated to Mr*** at the point of sale.Unfortunately, purchasing Viasat’s service with *** does not bundle the billing. Viasat and *** handle customer billing for their own services and therefore, Mr*** was billed separately by Viasat for Internet service. It is our goal to provide you with the best internet experience possible. However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records indicate that Mr*** services with Viasat are still activeIf Mr*** would like to discontinue his services, Viasat will agree to waive his early termination fees in fullA review also indicates that Mr*** has a past due balance of $for services billed in advance on January 8, Viasat will also agree to waive this balance as of January 10, in a gesture of good faith to Mr*** for the any misinformation he might have received at point of sale. Should Mr*** choose to disconnect services with Viasat, he is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at ###-###-#### in reference to ticket no***. 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

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

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.)

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 PolicyThey 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 resetsWhen 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 AgreementA *** 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

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

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.

Thank you for bringing Ms***’ complaint to Viasat’s attentionWe apologize for any confusion or frustration this situation might have caused The Customer Agreement, signed by Ms*** on December 12, and available at exede.com/legal, commits customers 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On December 9, 2017, Ms*** contacted Viasat to discuss the billing of her Viasat account and request the disconnection of the account During this conversation, the Viasat representative informed Ms*** that the monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleMs*** was then informed that she could cancel at any time; however, she would be responsible for the applicable early termination feesAt that time, Ms*** was responsible for approximately $ Later this day, Ms*** contacted Viasat again to request the disconnection of her accountAgain, during this conversation Ms*** was educated on the early termination fees and the effective disconnect date of January 16, 2017. In response to this complaint, and as a gesture of good faith, Viasat will agree to waive the applicable early termination fees. However, Ms*** is 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 UPS 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 Ms*** may contact Viasat’s 24-hour Customer Service Department at 1-855-463-and reference ticket to have the early termination fees waived Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service 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, download speeds up to Mbps, and upload speeds up to Mbps
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on May 20, 2016, that speeds may vary and are not guaranteed
Our records show Mr*** contact Viasat several times regarding the speed of his service between February 26, and March 1, On numerous occasions, Mr*** was informed that his service was being impacted by network congestion in his areaAdditionally, Mr*** was provided with goodwill credits totaling $for his speed concerns
On March 1, 2018, Viasat’s Corporate Resolution Team (CRT) received an email from Mr*** regarding the speed of his service and network congestion in his areaA CRT representative attempted to reach out to discuss the matter with Mr*** and confirm that his service was, in fact, being impacted by network congestion, but there was no answer and no opportunity to leave a messageThey attempted to reach out to Mr*** again on March 2, 2018, but were still unable to reach him
In response to this complaint, Viasat reviewed Mr***’ account and determined that he is receiving speeds within advertised range during the daytime hours
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat attentionWe apologize for any confusion or frustration this situation may have causedViaSat’s service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy
ViaSat’s Exede Evolution service plan offers customers with unlimited access to web pages and email, and GB for all other online trafficUnder the Exede Evolution plan, accessing web pages and email will generally not count towards a customer’s monthly data allowanceHowever, all other internet usage will count toward the monthly data allowance, including video, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than MBsIf the customer uses 100% of their 10GB monthly data allowance, access to the Internet may be slowed and restricted pursuant to the Data Allowance Policy Mr*** contacted ViaSat on October 19, to discuss his usage and information provided to him at the time of saleDuring his conversation with the ViaSat representative, Mr*** was advised that the sales call would be reviewed for further reviewOn October 19, 2015, Mr*** contacted ViaSat again to discuss the call pull request and information provided to himDuring his conversation with the ViaSat representative, Mr*** was advised that the sales call was reviewed and they found that no mis-information was provided to him at the time of saleMr*** was advised at the time of sale that his email and web browsing will remain at “top speed,” and once he downloads to movies a month, his data would be slowed down with no increase on his bill. On February 11, 2016, Mr*** contacted ViaSat to discuss the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was given retention offers; however, he declined and requested the disconnection of his accountMr*** was advised of the early termination fees at the time of disconnectionMr*** stated that he would not pay these fees and would take us to court. ViaSat received contact from Mr*** again on February 22, via an email to dispute the contract terms and request to be released from his contractMr*** was advised by the representative that ViaSat would like to discuss this further with him, but that unfortunately we cannot disconnect an account or discuss Early Termination Fees via Email, Letter, or Voice mailViaSat would have to talk with him and go over our Legal Disclosures in order for the disconnection to be completedOn February 1, ViaSat collected a payment of $from Mr***’s payment method on fileThen on March 1, 2016, ViaSat collected $for the applicable early termination fees advised to Mr*** at the time of disconnectionHowever, on July and 31, ViaSat received chargebacks from Mr***’s bank account for the $and $chargesAs these were valid charges, ViaSat did not issue an offsetting adjustment to Mr***’s account and subsequently, his account was sent to our outside collections agency for $on August 2, In order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to waive the $for the early termination fees; however, ViaSat does not agree to waive the balance owed for the monthly services of $Given that Mr*** was provided with accurate information at the time of sale, and as we have agreed to waive the balance of $283.97, ViaSat believes this is a fair resolution to Mr***’s complaintIf Mr*** would like to make a onetime payment for the $59.98, he may contact ViaSat’s 24-Hour customer service department at ###-###-####Thank you for the opportunity to respond

Thank you bringing Ms*** complaint to our attention The Customer Agreement provided to each new customer, signed by *** *** on March 31, and also available at exede.com/legal, 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Our records show that Ms*** contacted Viasat on April 23, stating that she had no internet connectivityThe Viasat representative guided Ms*** through troubleshooting, but the issue persistedThe Viasat representative scheduled a service call for the morning of April 24, Ms*** called Viasat on April 24, stating that the technician called her and advised her that he was going to be late and would not be at her residence until that afternoonAs this timeframe would not work for Ms***, the service call was canceled, per her requestDuring this conversation, Ms*** requested that her account be upgraded to Viasat’s Wireless Gateway network; however, the upgrade order was not processed properly, nor was Ms*** informed that the new VWG services were available in her areaWe apologize for any frustration this may have caused Ms*** to experience Ms*** contacted Viasat again the same day because she’d been informed by the technician that he could not upgrade her service with no work orderShe was also informed that the new VWG services were not available in her area yetAt this time, Ms*** requested the disconnection of her accountThe Viasat representative informed Ms*** of the disconnection disclosures, and processed her request As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has agreed to waive her early termination fees of $as of May 1, If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

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*** 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 Ms*** response to ViaSat’s attentionWe apologize that there are ongoing issues with the billing and chargebacks to the accountAs stated in the previous response ViaSat received a chargeback from her bank in the amount of $on 10/16/for the charge that ViaSat took on 8/13/ViaSat again received the chargeback on 10/24/for the charge on 8/13/These chargebacks would have been a result of Ms*** disputing these charges with her bankIn the meantime ViaSat issued a check in the amount of $which Ms*** received and cashedWhen ViaSat received the chargeback from the bank it went to the account as a charge which makes it a valid charge and this will remain on the account and in collections until paidThank you for allowing ViaSat 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,
*** ***

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

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