ViaSat, Inc.

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

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

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

Thank you for bringing 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

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

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat received a call from Ms*** on March 16, requesting copies of the bills starting from October on and showing the charges totaling over $4,The
copies of these bills were sent out on March 21, and Ms*** should see them within 3-business days from that dateViaSat is not able to transfer the account name over to another nameIf Mr*** would like his own account he will need to call in and set that up on his ownAs far as the disputes between Mr*** and Ms*** they will have to take that up with themselves or the court 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
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on January 8, and available at exede.com/legal, states that
subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after their disconnectionThis equipment return kit is usually delivered to the mailing address ViaSat has on file for the customer
Ms*** contacted ViaSat on May 13, to disconnect her accountDuring this conversation, she was advised of the above information regarding the return of her equipmentViaSat attempted to deliver the UPS box to Ms***'s mailing address (*** XXXXX-XXXX); however, it was returned to senderOnce a box has been returned to sender, ViaSat is unable to deliver it to the same address
Between June 19, and July 27, 2015, Ms*** contacted ViaSat three times regarding the equipment return kitEach time, a request was escalated to have the box sent to Ms***; however, during the June 19, and July 16, interactions, these requests were not escalated correctly to have the box shipped to Ms***'s physical address (*** XXXXX)We apologize for any frustration this may have caused Ms*** to experienceOn July 16, 2015, ViaSat collected a payment of $for the unreturned equipment fees
On July 27, 2015, a request to have the box shipped to Ms***'s physical address was escalatedThe equipment return kit was delivered to Ms***'s home address on August 5, ViaSat received the equipment on August 15, A refund for the payment of $was issued to Ms***'s payment method on September 1,
We apologize for any frustration Ms*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***'s complaint
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

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:I didn't create a new account ViaSat did, neither did I request my old account be canceledI asked that my account and service continue ViaSat business practices appear to be inherently dishonest
Sincerely,
*** ***

The Customer Agreement is electronically signed by customers during the service installation process, and an account cannot be established without the customer’s electronic signaturePer our previous reply, *** *** signed the Customer Agreement on June 29, From review of the call from July 3, 2016, ViaSat confirmed that Mrand Mrs*** were advised that should ViaSat not resolve their connectivity issues their services could be disconnected with waiver of the early termination feesHowever, as stated in our previous reply, Mrand Mrs*** were receiving download speeds of Mbps and upload of 5.58, well within the advertised rangeViaSat reviewed the July 6, call and verified that at no time did *** *** request that ViaSat not attempt to collect any further payments from his payment method on fileViaSat did receive a call on this same date from Mrs*** to request the removal of the payment method on fileDuring this conversation with the ViaSat representative, Mrs*** was advised that the removal of the payment method on file does take approximately business days before completionAdditionally, Mrs*** was advised that once this was completed all further payment requests would be ceasedAs of July 15, 2016, the payment method on file will be removed In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees in their entiretyHowever, per our previous reply, *** *** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions 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*** 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

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 ***.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 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

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***’ 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.