ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you bringing Ms***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's Customer Service Department on October 13, to request a new modem as
her modem was no longer workingDuring her conversation with ViaSat's customer service representative Ms*** was advised that a replacement modem would be $Due to this, Ms*** declined the offer to send a technician to her home to have the modem replacedBecause of this, the customer service representative offered as a gesture of good faith to create a ticket to determine whether or not the fee for a new modem could be reducedMs*** was advised to contact ViaSat's customer service department in business days to confirm whether not this reduction was approvedViaSat did not receive contact from Ms*** again until August
On August 12, Ms*** contacted ViaSat's Customer Service Department to discuss the disconnection of her ViaSat servicesViaSat's customer service representative offered $off for months and the opportunity to have a service call to replace their modem at a discounted priceAfter further discussion, a service call was created for Ms*** at no cost and completed on August 14, Ms*** was advised if she was charged for a new modem ViaSat was willing to reimburse her for this chargeAdditionally, Ms*** was advised that $off per month for months would be applied to her accountHowever, due to an error, these credits were not applied to her accountWe apologize for any confusion this situation has caused
As of today, September 18, 2015, the $off per month for months has been applied to Ms***' account along with a $goodwill credit and a $goodwill creditViaSat is unwilling to refund Ms*** all charges collected between the October 13, call and the August 12, call as Ms*** was advised to call back into care to determine the judgment on the request for a discount for a new modemHowever, as a gesture of good faith, ViaSat is willing to refund half of these charges in the amount of $This refund has been issued to Ms***' payment method on file and should be received by her within three to five business daysShould Ms*** not receive the refund within this time frame, please have her advise
Again, we apologize for the confusion surrounding this situation and thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viasat's reasoning for not refunding the full amount that I requested is because they claim that I was "advised to call back into care to determine the judgment on the request for a discount for a new modem." However, during the October 13, call I was informed that I would receive a call from Viasat regarding this decisionI updated my phone number at that time to ensure that the company had my correct contact informationDuring the August 12, call I was informed by a Viasat representative that the "note" for the October 13, call and my updated contact information was entered "late" which resulted in the company calling a disconnected numberThis is contradictory to Viasat's reasoning for refusing my full refund Not to mention my internet service was supposed to be suspended in the interim while a decision was being reached
Furthermore, Viasat has failed to address the concerns regarding the inconsistent promises that were made to me by numerous Viasat employeesAside from the money spent, each one of these phone calls was over an hour long, with the longest call being 3+hoursIn my last call to Viasat I was also informed that the free service call I received was not given to me as a courtesy for my trouble, but a benefit of being a "loyal customer" and that I was supposed to receive one free call per year I was required to pay $at the time of the call because the technician said that the dish would need to be reinstalled as it was not properly installedHowever, this should not have been my responsibility as this dish was installed originally by Viasat when I upgraded my service to Exede years ago
Final Business Response /* (4000, 9, 2015/10/07) */
Per ViaSat's previous reply, ViaSat did review the calls associated with Ms***' claimIn October she was advised to call back to confirm the outcome of the request for a goodwill creditAgain, Ms*** did not contact ViaSat again until August Additionally, per our previous reply, Ms*** was issued a refund of half the fees collected between October and August ViaSat believes that Ms*** did have responsibility to contact ViaSat should her issue had not been resolved to her standards As advised during her August 12, call, if any fees were assessed during her service call ViaSat was willing to issue a refund for the charges collected If Ms*** could provide documentation showing the $fee was paid to a certified ViaSat technician, ViaSat will agree to also refund this chargeThank you

Thank you for bringing Ms*** rebuttal to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** on May 21, 2018, 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. Ms*** contacted Viasat on June 18, to disconnect her servicesThe Viasat representative offered a service call at no charge to recover Ms*** leased equipmentThe Viasat representative read Ms*** the disconnection disclosures, set up the service call, and processed the disconnect request during the callAs per a prior conversation that Ms*** had relating to the early termination fees that were in the disclosures, those fees were waived as well. A Viasat service technician went to Ms*** residence on June 21, to retrieve the leased equipment for herAccording to the work order records, the technician gave Ms*** the transceiver to return to Viasat and removed the satellite dish from her property. As a resolution to this complaint, Viasat issued a refund to Ms*** payment method on file on July 12, for $68.66. The refund was applied to Ms*** *** *** card ending in ***. Ms*** is advised to inquire with the issuing bank to assure that it has posted on her account. On July 19, 2018, Viasat resent the equipment return boxes and pre-paid UPS return labels to Ms*** residence at *** *** *** *** *** ** *** If Ms*** would like to contact our hour customer service line to check on the status of the shipment, she may call, at 1-855-463-9333, and reference ticket number ***. Thank you for 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.

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,
*** ***

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.

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement signed by Mr*** *** on April 30, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Our records show Mr
*** is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare service 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 June 7, 2018, Mr*** contacted Viasat in regards to his monthly billing, set to generate the next dayA Viasat representative advised Mr*** that though the actual amount of the billing wouldn’t be known until the bill generated, they estimated that the bill would be approximately $plus any taxes and feesThis estimate did not include a pending credit of $or any payments that would be madeThe Viasat representative also advised Mr*** that his billing was approximately $plus any taxes or fees, however, since there was a past due amount of $on the account, it would add to the amount due the following day.On June 8, 2018, two payments of $were processed through Mr*** online customer portalDue to this, the billing that generated on the same day came to a credit balance of $28.77. On June 12, 2018, Mr*** contacted Viasat multiple times in regards to the two payments that were madeA Viasat representative confirmed that both payments had been made, however, due to the fact that only $was paid over the past due amount, the representative advised that this was the only amount due as a refundMr*** requested the funds to be returned, and the Viasat representative successfully submitted the request. On the same date, Mr*** payment method was stop dated, which meant that no further charges or any refunds could be processed to itThis was processed per Mr*** request on June 7, 2018.Between June 19, and July 2, 2018, Mr*** contacted Viasat multiple times regarding the status of the refundHe was advised that due to there being no valid payment method on file, a new payment method would need to be placed on the account to have the refund processed toThis update was processed as of June 26, 2018, and the refund request updated on July 2, 2018. As resolution to this complaint, Viasat has processed a refund for the $credit balance on Mr*** accountMr*** should be advised that this refund may take three to five business days to be seen in his account. If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** on November 25, and available at exede.com/legal, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to return
the equipment within this timeframe will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free shipping label, and illustrated instructions within a week after disconnectionAny request for a technician’s assistance in uninstalling the equipment is associated with a standard $service call fee if a customer does not have the EasyCare program. Ms*** contacted Viasat on April 7, to disconnect her satellite internet service. The Viasat representative explained the early termination fees and requirement to return the leased equipment prior to disconnecting the account. Viasat was notified on May 9, that Ms*** had not returned the equipmentSubsequently, on May 16, 2018, Ms*** was charged $in unreturned equipment fees. Ms*** contacted Viasat the same day regarding the charge, and advised that she had not received the equipment return kit from Viasat to return the equipmentThe Viasat representative offered a free service call to remove the equipment from Ms*** property and the offer was acceptedMs*** asked to speak to a supervisor and the call was transferred to oneMr*** expressed dissatisfaction regarding the charge to her account, and was advised that a refund could not be provided for the charge until the leased equipment was returned. A Viasat technician went to Ms*** property on May 17, 2018, at which time he uninstalled the equipment and delivered it to Ms*** so she could return it to Viasat. Viasat was notified on June 5, that Ms*** had returned the equipmentSubsequently, on June 6, 2018, Ms*** was refunded $to the payment method on file. Ms*** should expect to see the refund in to business days from the issue dateAt this time, Viasat feels that Ms*** issue has been fully resolved. Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our review of Ms***’s account shows that she contacted *** on January 23, to order *** service bundled with ViaSat’s internet serviceAt the
time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer AgreementPurchasing ViaSat’s service with *** does not bundle the billingViaSat and *** handle customer billing for their own services; therefore, Ms*** is being billed separately by ViaSat for Exede Internet service The *** sales agent was required to make Ms*** aware of these pointsWe apologize these points were not communicated to Ms***’s satisfaction at the point of sale
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms***’s electronic signature on the Customer Agreement dated January 26,
Ms*** contacted ViaSat on January 27, to request disconnection, advising that she felt she had not been fully informed at the point of saleAt this time, Ms*** was informed that she would be charged early termination fees if she chose to disconnect, per the Customer AgreementWhen Ms*** advised that she had not been on site during the installation, she was advised that she had given the person on site authorization to accept the service installation and sign documents on her behalfMs*** was also advised that ViaSat sent confirmation emails to customers prior to the installation of the service, which advised them of details about the service, including the Customer AgreementMs*** requested to speak to a supervisor, at which time her call was transferred accordingly
During her conversation with the ViaSat supervisor, Ms*** once again advised that she felt she had been not fully informed at the point of saleAt this time, the ViaSat supervisor informed Ms*** that ViaSat did not provide a grace period for the service, and that early termination fees would apply if she disconnectedMs*** chose not to disconnect her account at this time
ViaSat received another call from Ms*** the same day, once again disputing the early termination feesAt this time, she was transferred to a supervisor for further assistance, and a request to have the sales call reviewed was submitted
On January 28, 2017, ViaSat collected a payment of $from Ms*** for her monthly service fees, plus prorated charges based on her service installation date
As resolution to this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat will agree to waive Ms***’s early termination fees in full if she disconnects prior to February 28, Ms*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A *** 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, Ms*** may contact ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

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 Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to
the monthsEach of these points are also addressed in the customer agreement signed by Mr*** on April 23, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionMr*** was charged $for early termination feesThe account was disconnected months prior to the month agreement date In order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountMr*** now has a $balance on the account Thank you for allowing ViaSat the opportunity to respond

(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

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement signed by Ms*** *** on March 6, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Customers are also made aware
that if at any time, Viasat is unable to process their payment by the due date, their account may be immediately suspended and they will be responsible for all amounts payable.Our records show Ms*** was until June 18, receiving Viasat’s Liberty service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeDue to Ms*** ordering her service during a promotional period, she had previously received the following discounts: $off for the first months of service, and $off for the first months due to bundling with DirectTVAs of her most recent billing, Ms*** is no longer receiving these discounts.Ms*** 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.MsLawson‘s Liberty service plan provided 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 Agreement.On June 8, 2018, Ms*** monthly billing generated in the amount of $for services billed in advanceDue to the fact that there was no valid payment method on file, Viasat was unsuccessful in taking the amount due. On June 18, 2018, since no payment had been taken, Ms*** service systematically suspendedMs*** contacted Viasat the same day in regards to this suspensionMs*** requested to lower her plan to Viasat’s Liberty + Free Zone service plan, which was completed successfullyA Viasat representative attempted to assist Ms*** in making a payment for the past due balance, but Ms*** declined to make the paymentThe call was disconnected, and no other changes were made to Ms*** account. Later that same day, Ms*** contacted Viasat in regards to making a paymentShe spoke with a supervisory Viasat representative due to being upset about her billingThe representative advised Ms*** of the expired discounts, which explained why her billing had increasedMs*** requested to pay only a prorated amount for the month due to the suspension of her servicesThe representative advised that would not be possible, and Ms*** requested to disconnect her Viasat servicesThe Viasat representative advised Ms*** that if she chose to proceed with the disconnection, she would be responsible for early termination fees as she was still within her 24-month contractMs*** was offered a recurring discount of $off for the next months, which she declined, and the call was disconnectedDue to the fact that no disconnection disclosures had been completed, a requirement before disconnection can be completed, Ms*** account remained active.A review of Ms*** account completed on June 20, shows that her modem is offlineDue to this, Viasat is unable to determine if there is any issues with Ms*** service.At this time, should Ms*** wish to disconnect, Viasat will be willing to waive half of her early termination feesViasat does not agree to credit or waive the current past due balance of $as Ms*** service is currently activeAs Ms*** has Viasat’s EasyCare program, if she chose to disconnect, any service call required to retrieve Ms*** equipment would be free of charge. If 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 no27891204.Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:I did pay the $to the collection company PLUS a $collection charge. I appreciate you removing me from collections, but you / they still have $in fees and collections
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement
prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Mr*** *** electronic signature on the Customer Agreement dated January 2018.The Customer Agreement provided to each new customer, 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.Our records show Ms*** purchased Viasat’s Liberty + Free Zone service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.On January 25, 2018, Ms*** contacted Viasat to advise that she had been misinformed about the services that she purchased and wanted to request a disconnectionShe stated that she told the installers that she did not want the service, but it had already been installedMs*** stated that she would contact on another day to complete the disconnection.Later that day, Mr*** contacted Viasat to advise of the same misinformation of servicesHe stated that the service he was sold had no data caps, a one year contract and a wifi-enabled modemA Viasat representative correctly advised that Viasat would have to investigate the claims before any action was madeWe apologize for any misinformation Ms*** may have received about her services. In order to bring this complaint to resolution, and in recognition of Ms*** short term with our services, Viasat will agree to waive the full early termination fees for Ms*** should she choose to disconnectViasat will also agree to waive the past due balance of $as a gesture of goodwill as of January 29, If 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***.Ms*** is still responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.Thank you for the opportunity to respond.

As stated in ViaSat's previous reply, Ms*** did not make contact with ViaSat to advise of any issues she might be experiencing with her services as it is related to the Data Allowance PolicyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Additionally, the Customer Agreement provided to each new subscriber, signed by Ms*** on June 26, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat has already applied a credit to Ms***'s account for the past due balance of $As Ms*** disconnected her ViaSat account prior to the completion of the 24-month minimum service term, the early termination fees of $are validViaSat believe this is an equitable resolution
Thank you

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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement, signed by MrChris *** on March 10, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time
to time for various reasons, including inclement weather at a customer’s home or their service gateway.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s Voice service plan at $monthly, Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.On March 10, 2018, Mr*** contacted Viasat to state that he was experiencing slow speedsThe Viasat representative assisting Mr*** determined that he was experiencing a weather outage, which would affect his internet services. On March 12, 2018, Mr*** contacted Viasat in regards to being unable to receive phone calls using his Viasat Voice servicesThe Viasat representative assisting Mr*** advised him to reboot his modem and contact back if he continued to experience the problem. Mr*** contacted several times in regards to slow speedsMr*** was advised that he had reached his data threshold, and that due to this, his data usage could be prioritized behind that of other customers’A Viasat representative advised him that if he was still experiencing these problems outside of peak hours, he could contact Viasat for troubleshooting. In resolution to this complaint, Viasat has contacted Mr*** and processed a disconnection of his Viasat services as he requestedViasat has also waived his early termination fees in a gesture of goodwill for any inconvenience he may have experiencedWe feel these actions have adequately resolved Mr*** complaint.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 UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

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

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on September 12, and available at exede.com/legal, requires subscribers to commit to a 24-month minimum service
termEarly termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termCustomers 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
Mr*** called ViaSat on February 4, because he was moving and wanted to take the service to his new locationAt this time, the ViaSat representative confirmed that ViaSat’s Exede internet service was available in Mr***’s new area; however, it was determined that the Freedom service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) was not available in his new areaMr*** decided not to move his service with ViaSat, and to move forward with the disconnection of his account; as such, the ViaSat representative accurately advised him that he would be charged an early termination fee
Service plan availability is based on locationViaSat is unable to provide Mr*** with the Freedom plan if it is unavailable in his new area
As Mr*** chose not to move his ViaSat service, ViaSat does not agree to waive his early termination fees
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatThe Customer Agreement, signed by Ms*** on October 6, and available at exede.com/legal, states that ViaSat will not provide a pro-rata refund for any
prepaid fees regardless of when the service is terminatedOur records show ViaSat attempted to collect a payment of $for monthly service, but the payment failedMs*** made two payments of $towards the balance due on February 9, and February 10, 2016, which left a balance due of $On March 8, 2016, ViaSat successfully collected a payment of $from Ms*** for her March monthly service fees ($75.57), plus the existing balance due ($27.90)ViaSat received a call from Ms*** on March 11, 2016, at which time she requested the disconnection of her accountMs*** called ViaSat again on March 16, regarding the charge to her accountDuring this conversation, Ms*** was advised that ViaSat did not provide a prorated refund for unused service, per the Customer AgreementAs resolution to this complaint, ViaSat will issue Ms*** a refund of $for her unused servicesThis refund has been issued back to her payment method as of today, March 17, Ms*** should be advised that it may take three to five business days for her to see the amount deposited into her accountThank you for the opportunity to respond