ViaSat, Inc.

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

Initial Business Response /* (1000, 5, 2015/12/18) */
Thank you for bringing Ms***'s 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 24-month minimum service term
commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on October 24, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** called ViaSat on November 25, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Given the short time Ms***'s account has been active, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Ms*** 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 AgreementA 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 return
If Ms*** has any additional questions regarding the equipment return policy, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have mailed back the requested equipment in the box sent to me

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

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration and confusion this situation *** have caused
On July 30, ViaSat received a call from Mr*** requesting the disconnection of his
ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr*** was advised that he was responsible for returning his leased ViaSat modem and transceiver within days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label was delivered to Mr***'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to returnPer UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr***'s front door
ViaSat will send a new shipment to his location Summers Drive ***, VA XXXXX as Mr*** states he did not receive the initial shipmentMr*** should be on the lookout for this shipment within the next business days ViaSat will ensure that Mr*** is not charged for failure to return the leased equipment before the new shipment is receivedOnce received, Mr*** should return the leased equipment at their earliest convenienceViaSat understands Mr*** does not have access to the location where the equipment is installed; therefore, Mr*** *** return the leased modem only
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

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 attentionWe apologize for any frustration he may have experienced with ViaSat
Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location,
customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees
Our records show Ms*** ***, the account holder, called ViaSat on March 17, to move her service to her new locationDuring this conversation, Ms*** was advised that she would be required to agree to a new 24-month minimum service term and sign a new Customer AgreementShe was also advised that, if she agreed, her existing Customer Agreement would be cancelled in lieu of the one associated with the account at her new locationMs*** agreed to these terms and proceeded with moving the ViaSat service to her new location
On March 18, 2016, the original account was disconnected, per Ms***’ requestThe early termination fees associated with this account were waived on March 28,
Service at Mr***’ new location was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms***
In light of the above-provided information, ViaSat does not agree to waive and portion of the 24-month minimum service term or early termination fees associated with Mr***’ new account
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** was charged $on August 13, for non-returned equipmentOn September24, ViaSat issued Ms*** a check in the amount of $for the returned
equipmentViaSat received a chargeback from Ms*** financial institution/bank on October 16, in the amount of $which means Ms*** received ViaSat’s refund check and the refund from her financial institution/bank and ViaSat was charged backOn January 15, ViaSat placed a request for a chargeback reversal but this was declined by Ms*** financial institution/bank so in return ViaSat placed the charge of $back to Ms*** accountAt this time the charge is valid and has been sent to an outside collection agencyMs*** will need to get with her financial institution to pay the balance dueThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on December 5, 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 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.Mr***’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement.Mr*** ‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. 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 of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer AgreementCustomers 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 so. 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.Ms*** contacted Viasat regarding slow speeds on December 17, It was determined that the slow speeds were a result of Ms*** going over her monthly data allowance, and Ms*** requested to speak to a supervisory Viasat representative regarding disconnecting her accountAll supervisory representatives were assisting other customers at the time, and Ms*** agreed to receive a call once one was available. On December 18, 2017, Ms*** contacted Viasat multiple times regarding discounts to her bill and her service plan detailsShe was advised that she would receive a $off discount for bundling with her DirectTV once it had been installed, and the process of the Data Allowance Policy. A supervisory Viasat representative attempted to reach Ms*** on December 19, 2017, but due to no answer, left a voicemail correctly advising that any early termination fees caused by a disconnection of services would be validMs*** contacted Viasat that same day to advise that she was under the impression that she had unlimited dataThe Viasat representative assisting her offered Ms*** the option to transition to one of Viasat’s unlimited data plans, but Ms*** declined. On January 8, 2018, Ms*** contacted Viasat to advise of connectivity issuesThese were determined to be the result of a weather outage, and Ms*** was advised to contact if the issues persisted. On January 9, 2018, Ms*** contacted Viasat with questions about her data usageA Viasat representative assisted Ms*** by giving the details of her data usage, which had all been used on videoMs*** was advised that the On Demand program she was using could be using her dataA supervisory representative confirmed this the next day when they contacted Ms*** to advise that once her DirectTV had been stopped from using the internet, her usage went downMs*** requested to disconnect, however accepted an offer of a service call to retain her services. On January 31, 2018, Ms*** contacted Viasat to disconnect her services due to slow speedsShe was advised that she had gone over her data allowance. At this time, Viasat feels that all appropriate actions have been taken, and does not agree to waive Ms***’s early termination fees should she choose to disconnectShould Ms***’s current plan not meet her needs, the following plans are also available in her area:• Liberty - Boost + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Liberty + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee.• Unlimited Silver Mbps - $a month, plus applicable taxes and a $monthly equipment lease fee.If 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 Mr***’s response to ViaSat’s attentionOne of our Corporate Care agents *** reached out to Mr*** and advised that the refund of $had been issued and it can take 3-business days to show up*** also placed a call for a technician to come to Mr***’s home today May 6, ViaSat has checked and the last status was that the technician was onsite and completed the job today May 6, and moved the system from one building to another building on the same propertyThank 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,
*** ***

(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 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.

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedViaSat does not offer an unlimited package plan at this timeMs*** is currently on the Liberty package which
allows her access to gigabytes per month and after the gigabytes Ms*** will go in to the Liberty Pass *** will still allow 1-Mbps download speedsWhen Ms*** transitioned from the Liberty to the Liberty she lost the credits for that promotionWe apologize if Ms*** was unaware of this happeningIn order to arrive at a resolution ViaSat will issue a refund of $for the previous month's payment; however, Ms*** will not have the option for unlimited services and going forward the charges will be valid for the package that she is currently onThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the $is acceptable, my original, and I stand by, complaint is that I received a card in the mail offering unlimited services for ExedeWhen I called to obtain this service I was told it was no longer being offered.....A little over a week....please...I do realize that it is not longer being offered, but it wasn't offered for more than a few days, at most.....I am not the only customer that went through thisAnd in addressing the change from the Liberty to the Liberty 18, I asked.....where would I find this information...It is no where online, nor was I told by the customer service person that I spoke to....so, no I was not aware of it!
Final Business Response /* (4000, 9, 2015/07/08) */
Thank you for bringing Ms***'s response to ViaSat's attentionUnfortunately placing Ms*** on a package plan that is no longer available is not an optionWe apologize for any inconvenience this *** have causedAt this time ViaSat has issued the refund for the previous month's bill back to Ms*** to cover the cost of the credits that were lostMs*** is currently on the Liberty planAt the time of sale Ms*** was advised that no such promotion was available and she proceeded to move forward with the installation of the serviceIf Ms*** feels that the service is not going to meet her needs or expectations ViaSat is willing to let Ms*** out of contract and waive the early termination feesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Ms*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or she would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement, signed by Ms***
*** on February 19, 2016. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.On April 20, 2018, Viasat had not recorded the return of Ms*** equipment within the required day timeframeDue to this, Ms*** billing generated in the amount of $for unreturned equipment feesViasat was successful in taking payment that day for the amount.On April 23, 2018, Ms*** contacted Viasat to determine why she had been charged after her disconnectionA Viasat representative advised Ms*** that there was no record of the equipment being returned and advised her to contact UPS to determine the location of the package.On June 6, 2018, Ms*** contacted Viasat to check on the status of the returned equipmentA Viasat representative offered to escalate Ms*** request to Viasat’s Logistics team, which Ms*** acceptedAn investigation was conducted by the Logistics team, and it was determined that no equipment had been returned by Ms***. On June 14, 2018, Ms*** contacted Viasat to request to speak to a Viasat supervisory representativeThe representative correctly advised Ms*** that due to the findings of the investigation, no refund was due. At this time, Viasat believes that all appropriate actions have been taken and will not process a refund for the equipment charges unless the equipment is shown to be receivedIf 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 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

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

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize that the service did not meet his needs or expectationsAt 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 fees
Each of these points are also addressed in the customer agreement signed by *** *** on May 4, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to his satisfaction ViaSat records all calls for quality assurance purposes and we were able to locate the call from June 9, and fell that the agent made the correct attempts to assist *** *** with his issuesWe apologize that *** *** feels there were issues during this call and will address them with the customer care agentWhen *** *** is ready to disconnect he can contact customer service at ###-###-####; however, ViaSat does not agree to waive the early termination fees from the account*** *** will be responsible for these valid charges when he chooses to disconnectThank you for allowing ViaSat 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