ViaSat, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
This response from them means nothingI've been over this same thing with them a number of times, and have taken their advice on what to disconnect when not in use, what not to do (such as streaming, Internet games etc) which we don't doWe don't even use our internet anymore because of the fact that it is so horribleThe cycle starts & within a day it's used upI even had my family turn off all wifi on all devices & not use internet at ALLNeedless to say within days into the data cycle, it said we used 75% of our dataThat is laughable because we didn't use any of it at allI did that little experiment on purpose, to see if they were in fact bumping up our usage numbersWhich now, I can say with certainty that they areIt is really sad that this company is basically robbing people and getting away with itAs for the user agreement, I didn't receive it until or days AFTER it was already installedSomething needs to be done about this company

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

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

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

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,
*** ***
as soon as I get a box I can send there equipment backI don't what there service anymore, and don't want to have any early termination fees added to me eitherI want to be free and clear of the situation.

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 Mr*** response to ViaSat’s attentionAs stated in the previous response ViaSat has agreed to waive the full amount for the early termination fees; however, there will be no refunds issued as the service was installed and usedIn order to arrive at a resolution ViaSat will also agree to waive the cost of tria so that Mr*** does not need to go on his roof to retrieve this pieceMr*** will just want to make sure that the modem is returnedThank 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
While I disagree, I pray that they may either hire more representatives, or upgrade their service so that so many people are NOT calling in to complain
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Repeating the same thing over and over again does not solve the problem, Exede's service is poor and they know it just check out *** complaints.
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,
*** ***

Complaint: ***
I am rejecting this response because: When I signed electroniallyThe tech only said I have to sign to start serviceNo one mentioned that I was signing a month contractNor I Have I agreed to a $easy careThe satelite is outside why would you need cleaningI live in Arizonia it's very dirtyAs for the GB I don't care about that since this company is such rip off, with it's high speed. Also I left *** without a contract to go for a month contractThat does not make sense. I have not seen a contractI found out I was locked in for months when I was terminating services.
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** 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 *** 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 instructionsMs*** was charged $for a non-returned tria as ViaSat did not show that part as returnedViaSat attempted to collect the payment of $on October 24, but the payment failed so ViaSat never collected the moneyThe balance remained on the account until it was sent to an outside collection agency on November 14, ViaSat was able to locate the part using a tracking number provided by Ms***In order to come to a resolution ViaSat has adjusted off the balance of $and had the account removed from outside collectionsNo refund is due as ViaSat never collected the payment on October 24, instead it failed Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Mr*** ViaSat account was disconnected on June 28, 2016, as he was moving and relocating his services to the new location The
Customer Agreement provided to each new subscriber, signed by Mr*** and also available at ***, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after the disconnectionOn August 1, ViaSat was advised that Mr*** had not returned the modem and transceiver within the day timeframeSubsequently, ViaSat attempted to collect $( $in unreturned equipment fees and $past due balance) from Mr*** on August 20, 2016, but the payment failedViaSat successfully collected this payment on September 2, We apologize for any issues this might have caused As Mr*** has returned his leased equipment, ViaSat refunded the equipment fees of $to Mr***’s payment method on fileMr*** should receive the refund within three to five business days If MrMr*** has additional questions, he may contact ViaSat’s 24-hour customer service department at ###-###-#### 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
I shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything
Sincerely,
Sukey ***

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused ViaSat did not receive contact from Ms*** between January 6, and April 24, The first contact ViaSat received was on January 6, to
discuss the disconnection of her accountDuring her conversation with ViaSat’s representative, Ms*** stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service department Due to this information, and as the first contact received by ViaSat from Ms*** was on January 6, 2016, ViaSat does not agree to refund the charges between October and JanuaryHowever, as a gesture of good faith ViaSat will agree to refund half of the $collectedA refund of $will be issued via a check and should be received in two to four weeks from today, January 13, Should Ms*** not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket *** Thank you for the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention. 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 www.account.viasat.comPer our previous response, Viasat has conducted reviews of Ms*** data usage to determine the sourceA review of Ms*** account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms*** monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into for the safety and security of our customers. As of a review completed on February 22, 2018, Ms*** has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms*** may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs*** is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat feels that all appropriate actions have been takenViasat does not agree to waive Ms*** full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing ***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon review of ***'s account ViaSat did determine that he made contact with our
customer service department on August 22, to discuss the refund for unreturned leased equipmentDuring his conversation with the customer service representative he was advised that the refund would take one to two business days to approve and three to five business days before receivingThe representative informed *** to contact ViaSat again in three days to confirm whether or not the refund had been processed
On August 27, *** contacted ViaSat's customer service department again to discuss the refund processDuring his conversation with ViaSat's customer service representative he was advised that the refund process does in fact take seven to fourteen business days before receiptWe apologize for any misinformation *** was provided during his August 22, conversation
As of August 31, 2015, *** has been issued a refund for the $collected for failure to return the leased equipment to the payment method on fileThis refund should be received within three to five business days from today
Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I find that they satified my request in fullThank you for your cooperation

Thank you for bringing *** ***s response to ViaSat’s attentionPer the previous response ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued on this account as the account was activeThe account is disconnected with the contract voided, *** ***s will now be receiving a prepaid shipping label and box courtesy of *** and will need to follow the detailed instructions and return the two (2) pieces of equipmentFailure to return the equipment will result in $charge for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy the 24-month minimum service term commitment, and the early termination fees should the
account be cancelled priorEach of these points are also addressed in the customer agreement signed by Ms*** on August 22, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat understands that the service is not meeting Ms***’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to let Ms*** out of her month contract with no early termination feesThere will be no refunds issued to the accountShould Ms*** wish to disconnect she will need to contact customer care at ###-###-#### and reference ticket number ***During this phone call she will be read the disclosures which include the return of two pieces of equipment using the prepaid shipping label and box that is supplied by ViaSat at the time of disconnectionViaSat will not remove the dish or the equipment this is the customer’s responsibility per the signed customer agreementFailure to send back the two pieces of equipment will result in a charge of $150.00 charge for each non-returned piece not including taxesThank 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 meDon't understand how I can be charged tax on a service call but whatever!! Won't argue over $because I am tired of arguing with this company!! And HOPE the charge on my account will be zeroed out! I will just have to keep checking on that Thank You Revdex.com for all your help!!
Sincerely,
*** ***