ViaSat, Inc.

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 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

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,
*** ***

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,
*** ***

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

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 Ms*** 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 and the 24-month minimum service term commitmentEach of these points are also addressed in the
customer agreement signed by Ms*** on November 13, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat does record all calls for quality assurance and was able to go back to the original sales callThe sales rep went over full disclosures with Ms*** including the month service term commitmentAt this time ViaSat does not agree to waive any early termination fees from the accountShould Ms*** wish to disconnect she will pay $for each remaining month left in the contract which at this time there is months remainingThe total for early termination fees would be $not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***s’ complaint to our attention.The Customer Agreement signed by Ms*** ***s on December 6, 2012 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. 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.Viasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at ***.Our records show Ms***s is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s Voice service plan at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.On November 11, 2017, Ms***s transitioned her service online through her Viasat account, from Viasat’s Freedom plan to Viasat’s Unlimited Gold planDuring the transition process, legal disclosures must be agreed upon before the transition takes place, regardless if the transition takes place over the phone or onlineThese disclosures advise of prorated charges on the next service bill depending on plan prices, as well as the changes in data usage limitsWe apologize if Ms***s feels she wasn’t informed of these disclosures. On December 1, 2017, Ms***s’ bill generated in the amount of $This amount was due to prorated charges of Ms***s’ new service plan as well as a prorated credit of her old service planViasat was unable to take payment due to not having a valid payment method on file and therefore the balance remained on the account as a past due amountA one-time payment was made in the amount of $on December 2, 2017.On January 1, 2018, Ms***s’ bill generated in the amount of $This amount was for service charges, as well as the remaining balance after the payment made on December 2, Again the balance remained on the account due to no valid payment method. On January 2, 2018, Ms***s’ service was suspended due to non-pay, and Ms***s contacted Viasat to request more information about her billingThe Viasat representative assisting Ms***s advised of her prorated charges and offered both a one-time $goodwill credit as well as a recurring $off for months creditMs***s accepted both credits, and these were added the same day. On January 3, 2018, Ms***s contacted Viasat to advise that her internet was still suspended, and was supposed to have been restored the day beforeThe Viasat representative resumed her services.On January 8, 2018, Ms***s’ account was suspended for nonpay of the past due balance on her accountOn January 9, 2018, Ms***s contacted Viasat to advise that she had been told she would be credited $for her transitionThe Viasat representative assisting her was unable to find notation of this credit, and Ms***s requested to speak to a supervisory representative, to whom she was transferredThe representative advised her that due to the fact that it was Ms***s who made this transition, the prorated charges were valid, and that no credit or resuming of services would occur until a payment was madeA payment of the past due balance, $256.75, was made that same day, and Ms***s’ service was restored the same day.On February 19, 2018, Ms***s contacted Viasat in order to advise that she was experiencing slow speedsShe was assisted by Viasat’ technical escalations team, who determined that the problem stemmed from Ms***s’ modem being incorrectly provisionedAs of February 20, 2018, that issue was resolved by Viasat’s Service Assurance Center (SAC).On March 1, 2018, Ms***s’ bill generated in the amount of $At the time, only a $off credit was being appliedMs***s contacted Viasat on March 9, to ask if she had been credited for the time she was experiencing slow speedsThe Viasat representative assisting her advised of the $credit, and Ms***s requested to have a supervisory representative contact herThe representative advised that supervisory representatives were only available via the chat format currently, and to speak to a supervisor representative on the phone, Ms***s would have to contact Viasat via the phoneViasat apologizes for any inconvenience this may have caused Ms***s.In resolution to this complaint, Viasat has applied a credit for $to Ms***s’ account as of March 12, Ms***s should see this applied on her next bill. If Ms***s has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:My husband never Ok'd for them to up the Data amount on account, he asked about and said he would discuss it with me and we had gone on vacation in the processSeveral others in the neighborhood have also had issues and referred to them as crooksI am seeing a patternThey have also been told numerous times we don't watch anything on *** **We don't do throb ***We even spoke with *** ** as well several times and they even stated they are lyingFirst of all we pay our bill every month and they are not suppose to directly pull a paymentIn his response they stated they tried and it failedWhere is the contract I signed for them to do this or attempt to do this? We have always paid our bill, but they do not have authorization to pull anything from my account unless I myself do a time paymentShould they cause an over draft fee by doing so they will be responsible for that fee, beings they are pulling it without permission. I appreciate ate the second guy I spoke with on the phone the other day to try any make the situation correct, I appreciate the credit, but there are many things wrong with this situation
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs*** contacted ViaSat’s corporate offices on March 7, to discuss the issues she outlined in her complaintDuring our email exchanges, Ms
*** was advised that on December 28, she spoke with a ViaSat representative who informed her that the $off for months discount would be applied to her accountAs of December 29, 2015, these credits were applied to Ms*** accountThe $off for months will apply towards her ViaSat bills through December 1, We apologize for any confusion this situation might have caused. Regarding her services and the inability to utilize the services after one week, it does appear that this is directly related to the Data Allowance PolicyCurrently, Ms*** is receiving ViaSat’s Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 10GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadMs***’ previous bill shows that she utilized GB of the GB purchasedThis usage is directly related to Netflix usageWhile Ms*** can engage in activities, such as streaming Netflix, her activities are limited by the monthly data allowance of the plan she purchased, pursuant to the Data Allowance Policy as described aboveCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost.ViaSat’s 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 customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of salePursuant 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. If the Exede GB plan is not a sufficient plan for Ms***, ViaSat’s new Liberty service plans are available in your areaThe Liberty plans provide customers with a monthly Priority Data allowance with download speeds of up to Mbps and upload speeds of up to Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly Priority DataThe following plans are currently available to Ms***: • Liberty 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 18GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. • Liberty 30GB - $ a month, plus applicable taxes and a $monthly equipment lease fee. When Ms*** contacted ViaSat’s corporate office, she was offered to upgrade her plan to one of our new plans with a $credit for three months; however, Ms*** declined this offerAdditionally, ViaSat has offered to disconnect Ms***’ ViaSat account with waiver of the Early Termination Fees upon return of the leased equipmentMs*** is responsible for returning ViaSat’s modem and transceiver within days after her 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 free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnIf you would like to take advantage of either of these offer or have any additional questions, please have her contact ViaSat’s 24-hour Customer Service department at ###-###-#### and reference ticket ***Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: What Via Stat is true, they fail to mention that yes they did give us extra data allowance because we did indeed run over which was further rectified by upgrading to the more expensive plan which again did now work adequately for me to view my on-line college lectures even when data was not an issue. I will note, we were unable to streamline even with full data. How many times did we need to call to have the system "rebooted" which had nothing to do with the data allowance. As far a breach contract, yes I did because I felt ViaStat breached their contract to me first
Sincerely,
*** ***

Since last contacting ViaSat on March 14, regarding the connectivity of his ViaSat account, ViaSat did not receive contact from *** *** again until May 13, At this time, *** *** sent an email into ViaSat’s Customer Service Department stating he had no connectivityThe ViaSat representative replied to *** *** educating him that there was a current weather outage within his area; however, his system appeared to be onlineIf *** *** needed further technical assistance, he was educated to contact ViaSat’s Technical Support team at *** *** did not contact ViaSat’s Technical Support team Furthermore, as of today, May 17, 2017, *** *** has used of his GB planPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work*** ***’s usage will reset on May 20, If *** ***’s current plan not meeting his needs, he may transition to one that will better suit his needs ViaSat believes this complaint has been resolved given the information providedThank you

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of Mr***'s complaint, ViaSat has determined that he is experiencing slow speeds and
connectivity issuesViaSat has offered to send a technician to Mr***'s home to troubleshoot and correct any issuesEach time ViaSat has offered for a technician to go to Mr***'s home he has declinedViaSat also shows that Mr*** has been going over his usage which will cause the slower speeds that he is seeingIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees from the account should Mr*** wish to disconnectIf Mr*** wishes to disconnect he can contact ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For months of trouble I shouldn't have to pay any termination feeEach time I've called, chatted, or emailed ViaSat I've been given a different responseIt started out that I had to pay for a technician until the next to last time I contacted ViaSatI responded back, but when I did my speed was so slow I couldn't get the page to loadI tried again and it showed the case number had done been closed hours laterI want to be done with this company and their poor quality of serviceMy dish has not been moved since the technician "properly aligned it" and I've had slow speed way before any overageEven during the free period late at night it's extremely slow and many times not able to do anything at allI've talked to a few of my neighbors that has the same company internet and they have the same problemsI'm willing to not get legal representation involved if my etf is waived for all of the trouble I've hadBy the way, I responded to this the same day I got the email from the Revdex.com and when I went to hit submit I had a internet signal timeout and had to reload and rewrite every bit of this
Final Business Response /* (4000, 9, 2015/09/01) */
Thank you for bringing Mr***'s response to ViaSat's attentionAt 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 October 12, and available at exede.com/legalViaSat apologizes if Mr*** feels these points were not communicated to his satisfactionViaSat understands that the service is not going to meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees in fullMr*** can contact customer service at XXX-XXX-XXXX and reference ticket number XXXXXXXX when he is ready to cancelMr*** will have the disclosures read to him at this timeMr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by ViaSatThank 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 meI would think that in the future they do not send emails stating thank you for your payment when they have not actually charged you and their can ellation policy is cumbersome when you have to call and disconnect the day you want it turned off its hard enough to move but they make it more difficult not wanting to send out a stupid box before you move
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention. Mr*** was currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease fee and a $monthly EasyCare feeThe Unlimited Data Bronze
service plan provides unlimited data usage at regular speeds up to MbpsAs Mr*** ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time. Our records show Mr*** purchased Viasat’s Unlimited Data Bronze Mbps service plan through an authorized Viasat dealerAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale. The Customer Agreement provided to each new customer, and signed by David Fuller on December 10, 2017, 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 Mr*** contacted Viasat on January 11, inquiring about his billThe Viasat representative advised Mr*** that his bill would be approximately $plus taxes. On January 12, 2018, Mr*** was charged $in monthly service feesMr*** contacted Viasat on March 13, regarding this chargeThe Viasat representative advised Mr*** that his promotional discounts had expired Mr*** stated that he was told by the dealer that he would be charged $per month and that his minimum service term was months instead of Viasat’s standard months Mr*** contacted Viasat a second time the same day and requested to speak to a supervisor regarding his billing and point of sale concernsDuring this conversation, Mr*** was reminded of the welcome email customers receive prior to the installation of serviceMr*** advised the Viasat representative that he never received the email. Mr*** contacted Viasat on April 2, stating that his service was not workingThe Viasat representative verified that Mr*** modem was offline and was not able to get the modem back online after troubleshootingThe Viasat representative ordered a service call and advised Mr*** that the Viasat dealer would be contacting him to schedule the service call. Mr*** contacted Viasat on April 7, stating that he has been trying to get in contact with the dealer to schedule his service call since April 3, At this time, the Viasat representative escalated the matter internally for reviewMr*** contacted Viasat again on April 9, because his service call had not yt been fulfilledAt this time the Viasat representative requested a sales channel change to change the service call responsibility for Mr*** account to Viasat so the account can be serviced by Viasat directlyThe sales channel change was processed on the same day. Mr*** contacted Viasat on April 12, and requested to speak to a Viasat supervisor without explaining why he was making this requestThe Viasat representative advised Mr*** that a Viasat supervisor will be contacting him. As a resolution to this complaint, Viasat has agreed to waive early termination fees upon Mr*** disconnectionMr*** can call into Viasat’s 24-hour Customer Service Department in reference to ticket #*** to have these fees waived. Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed on the first page of the Customer Agreement signed by Mrs*** on December 22, and available at ***. We apologize if Mr*** feels these points were not communicated to his satisfactionSince activation of his ViaSat account, Mr*** has not contacted ViaSat regarding any issues he might have been experiencing with his servicesDue to this, ViaSat does not agree to refund any charges related the early disconnection of his ViaSat account. However, ViaSat will agree to refund the balance of $as it is related to the prepaid lease fee The 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 this refund, please advise Mr*** 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 *** 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 instructionsThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Shelby ***, an authorized signer, on July 2, 2013, states that customers are
responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return the equipment within the given timeframe will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label is delivered to a customer's mailing address within a week after their disconnection, and includes illustrated instructions on what equipment they will need to returnAny service call request for assistance of the uninstallation of the equipment is associated with a chargeable $fee
The Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for any fees including monthly service fees, equipment lease fees, early termination fees, and unreturned equipment fees
Our review of Ms***'s account shows that she contacted ViaSat on August 2, to disconnect her account, at which time she was advised that she would need to return the ViaSat equipmentAt no point during this conversation did Ms*** advise the ViaSat representative that she may possibly require assistance
On September 3, 2015, ViaSat was alerted that Ms*** had not returned her equipment; subsequently, on September 4, 2015, her bill cycle date, Ms*** was charged $in unreturned equipment fees, but the payment failedA successful payment for the amount was collected on September 16, Ms*** called in the next day, September 17, 2015, to dispute the charge, at which time she was reminded of the Customer Agreement
ViaSat does not agree to issue a refund for the charge of $prior to the equipment being returnedIf Ms*** requires assistance with the uninstallation of the transceiver, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX to request a chargeable service callMs*** should be advised that she will still be responsible for returning both the ViaSat modem and transceiver via the UPS box with free return shipping label
Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/11/19) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Ms***, the account holder, called ViaSat on October 3, to move her service from ***
*** *** *** NM XXXXX to *** ** *** *** *** *** *** ** XXXXXAt this time, the ViaSat representative created an account at Ms***'s new home address with the installation appointment scheduled for October 6, Ms*** called back on October 5, to disconnect her original account, at which time the ViaSat representative updated her mailing address so the equipment return kit could be delivered to her new homeMs***'s early termination fees for this account were waived on October 6,
On October 6, 2015, ViaSat's technician attempted to contact Ms*** twice to confirm her appointment time and provide an estimated time of arrivalBoth times, the technician left a message, but received no call back from Ms***The technician went to Ms***'s new home the same day, but no one was homeViaSat requires that someone eighteen or older be available for all installation and service call appointmentsMs*** called ViaSat on October 7, 2015, at which time she was advised of the technician's actions
Between October 10, and November 7, 2015, Ms*** called ViaSat five times to reschedule her appointmentDuring this timeframe, ViaSat's Home Service Provider attempted to contact Ms*** three times to schedule her installation with no contact from Mror Ms***On October 20, 2015, the installation order was assigned to a local ViaSat dealer for completionOur records show the ViaSat services were installed at Mr***'s home on November 7, Because he'd waited a month to be installed, Mr*** received a credit of $towards his service plan price on November 10, This credit will apply on his December 8, bill
Ms*** called ViaSat on November 4, because she had not received the kit to return the ViaSat modem and transceiver associated with her original accountAt this time, the ViaSat representative escalated a request to have the kit reissuedOur records show this box was delivered to Ms***'s new home on November 12,
The Customer Agreement, signed by Ms*** on January 10, for her previous account and on November 7, for her current account, states that customers are responsible for returning the ViaSat modem and transceiver within days of their service terminationFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesThese charges are automatically applied
On November 12, 2015, Ms***'s payment method was charged $in unreturned equipment fees, but the payment failedViaSat successfully collected this amount on November 17, Ms*** called ViaSat on November 18, regarding the chargeAt this time, it was agreed that ViaSat would refund half of the unreturned equipment fee to Ms***, and the rest would be returned to her upon receipt of the equipmentA refund of $was issued to Ms*** electronically the same dayMrand Ms*** should be advised that it may take three to five business days for them to see this amount deposited into their account
We apologize for any frustration Mror Ms*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address this complaint
Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
This information is completely information provided by the companyThe speeds they are claiming that I am getting are highly inaccurateI have contacted them several times since the service call and they have identified that I am receiving slow speeds due to packet loss on my equipment caused by their systemThey have not determined a way to fix the problemThey are being highly deceptive and are hiding the truth of the situationWhoever the person is that responded to this has incorrect information or they are flat out lying about everything
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for confusion or frustration this situation may have caused. On June 16, 2016, Ms*** contacted ViaSat to request the disconnection of her accountDuring her conversation with the ViaSat representative,
Ms*** was offered to move her current plan to ViaSat’s Vacation plan and she acceptedHowever, due to a system error, the account was disconnected instead of being transitioned to the Vacation planWe apologize for this errorDue to the disconnection of her ViaSat account, Ms*** was required to return her leased ViaSat equipment within days of the disconnectionHowever, as the equipment was not returned, on July 24, ViaSat attempted to collect $for failure to return the leased equipment and on August 9, 2016, Ms***’s ViaSat account was written off to our outside collections agency. On September 7, 2016, ViaSat reconnected Ms***’s ViaSat account due to the disconnection error and her request. At this time, ViaSat agreed to uphold Ms***’s previous Customer Agreement and therefore, Ms*** is not within a month Customer AgreementThis information is referenced on Ms***’s previous account (***) on ticket number ***At the time of reconnection, the previous plan Ms*** had on her ViaSat account (Evolution 20) was unavailable and therefore, her account was placed onto ViaSat’s Exede GB planThis change in plans caused the difference in her monthly bill (not including the prorated charges)As of today, September 16, 2016, ViaSat has requested to have Ms***’s ViaSat account placed onto her original Evolution GB plan. In order to resolve this complaint, Ms***’s account was removed from collections on September 16, ViaSat did not report Ms***’s account to any credit agenciesAdditionally, a credit of $has been applied to Ms***’s account which includes the previous $credit promised and an additional $credit to offset the difference in charges on her September 12, monthly billOnce Ms***’s ViaSat account is transition to the correct package, her monthly bill will reflect the correct monthly charges of $80.69. Thank you for the opportunity to respond