ViaSat, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologized for any confusion or frustration this situation might have caused The Customer Agreement signed by Ms*** on February 25, states that monthly service and lease fees are payable in advance. Customers
are also made aware of this at the time of the sale. Ms*** contacted ViaSat on April 28, to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was educated on the disconnection disclosures including the equipment return policyOn this same date, ViaSat collected $from Ms*** for the advance monthly services. In order to bring this complaint to resolution, ViaSat will agree to refund Ms*** the $collected on April 28, The refund of $was issued to the payment method on file as of May 2, The refund should be received by Ms*** within three to five business daysIf Ms*** has any additional questions or concerns, please have contact ViaSat’s 24-hour Customer Service at ***.Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
I called Viasat less then a hour ago to reconnect my Internet with the terms of waiting my discussion fees and my first months bill However the rep I spoke with said I can no longer get the gold unlimited planI can only get linited plansAfter I pay for the linited plan of my choice I can later upgradeI wanted unlimited internet .limited isn't gonna work for me I have been called a lier by Viasat a number of times now I will not be called a lierI no longer want you internet due to the number of times Viasat has ticked me offAs far as my $I have gained that with having a little fun with Viasat equipment
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/18) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On June 11, 2015, Mr***'s ViaSat account was disconnected in error and a new account
(XXXXXXXXX) was created in its placeDuring this process a UPS box and prepaid labels were sent to Mr***'s location to have the equipment returned; however, as the account was reconnected Mr*** was no longer required to return the leased equipment
On June 22, 2015, Mr*** called and requested to have account XXXXXXXXX disconnected as they were moving locations and the new location did not allow for satellite dishes to be installedDuring the disconnection process, Mr*** was advised of the lease equipment recovery process, and informed that he would receive a UPS shipment with prepaid shipment labels and boxes to return the leased equipmentHowever, Mr*** did not use the new boxes sent, but the boxes sent to him when his original account was disconnected
Due to this, ViaSat and UPS were unable to identify that the equipment received was for the new account (XXXXXXXXX), not the old account the tracking number was associated withAs the old boxes and labels were utilized ViaSat received notification from UPS that the equipment for account XXXXXXXXX was not receivedNevertheless, ViaSat was unable to collect the $on August 12, associated with failure to return the leased equipmentAs the equipment has been returned, ViaSat has applied a credit to Mr***'s account for the $324.75, and on September 12, 2015, Mr***'s account will be brought to a zero balance
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.)
Viasat has not stated the events that transpired on this account correctlyThey have stated the timeline of events to cover for their mistakeAny company that feels they have the right to just take money from a closed account wihout prior notifcation, is fraudulent, a customer must be given the benefit to prove they Have Complied

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

Initial Business Response /* (1000, 5, 2015/11/09) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
ViaSat's certified technicians are authorized to offer additional installation or reinstallation services, such as a
wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize for any misunderstanding Ms*** may have experienced, and if this was not communicated to her
Our records show Ms*** called ViaSat on October 13, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be necessary to resolve Ms***'s issuesThe ViaSat representative ordered a complimentary service call for Ms*** at this timeViaSat's technician went out to Ms***'s home on October 14, 2015, at which time the cabling was replacedDuring this installation, it was also determined that a customized installation would also be necessary to resolve Ms***'s issuesThe technician fulfilled the service call order and reinstallation, and charged Ms*** $directly
Ms*** called ViaSat the same day regarding the charge, at which time the ViaSat representative offered Ms*** a $credit as reimbursement for what she'd paid to the technicianMs*** accepted the offer and a credit request was submittedThis credit request was rejected the same day as the charge to the technician was considered valid and because it'd been over a year since Ms***'s initial installation with no report of any connectivity issue she *** have experienced
On November 4, 2015, ViaSat collected a payment of $for Ms***'s monthly service feesMs*** called ViaSat about the charge and her $credit on November 5, 2015, at which time she was advised that the credit request had been rejected and was offered a credit of $towards a free month of service off her service plan priceMs*** accepted the $credit
ViaSat received another call from Ms*** on November 6, During this conversation, Ms*** requested the disconnection of her account because of the rejected $After being advised of the disconnection disclosures, Ms*** advised that she would think about disconnecting and call back
In order to come to a resolution to this complaint, ViaSat has applied a credit of $to Ms***'s account in addition to the $credit she's received
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
ViaSat has agreed to my request to reimburse to me the total $which I paid to the contractor

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

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 do still have a few concerns with this companies business practices. Yes they have resolved any issues I have with them but I worry that they may try their questionable practices to other customers.
The only true thing that they said in their response was that I contacted them on February 18th everything else was incorrect. They claim that I created an account on April 16th and had it installed on April 17th 2015. This is not possible. I did not take ownership of the house until Friday May 22nd 2015. Even if I did have the service installed (which I did not) I would not have had the right to allow anyone to install anything on the house. I did not own the house at this time. In regards to any contact or billing that was made before February second is incorrect information. There was never a Bill addressed to Brian *** sent to *** *** *** * *** *** I never contacted them on June 2nd about making account changes. This company can not produce an actual signature from me signing up for their services.
When I contacted them to dispute the charges they insisted it was I who set up the services and if it wasn't me it must have been a case of Identity theft. I find Identity Theft hard to believe. There is no way someone stole my identity to sign up for WildBlue Internet Services on a house that I didn't own and would buy in the future. What I believe happened was the previous owner of the house had the WildBlue Internet Services installed and was not paying their bill or responding to them. Then the company looked up the house and found that there was a new owner and changed the account information to show my information. It is easy to find who the owner of the house is, it is public record. If this company truly believed that I was the one to set up the account and I was the one who owed them money they would not have waived the fees so quickly without an argument.
Again, like I said I am satisfied that with their actions to waive the charges but I am worried their business practices are far from ethical
Also if you need documentation that shows when I took ownership of the house I would be more then happy to provide this information
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.

Thank you for bringing Ms***’s response to ViaSat’s attentionAs stated in the previous response ViaSat is willing to let Ms*** out of the year agreement with the early termination fees waivedWhen she is ready to disconnect she can contact Customer Care at *** and reference ticket number *** to have the service disconnected Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** account to our attention.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, signed by Ms
*** *** on March 31, 2016. A UPS box with a prepaid return shipping label is typically delivered to her home address within a week after her disconnection, and it includes return instructions.On May 29, 2018, Ms*** contacted Viasat to request a disconnection of her Viasat services, to be processed on May 31, A Viasat representative assisted Ms*** with this request, and read disconnection disclosures, including information about equipment returnMs*** requested to have the return kit sent to *** *** *** *** *** ** ***, which the agent successfully inputThe account was successfully disconnected as of May 31, 2018. UPS records indicate that the first attempt to deliver the return kit was unsuccessful, as the apartment number was either missing or incorrectAfter two attempts at delivery, the kit was then returned to Viasat as of June 5, 2018.No further contact was received from Ms*** until June 22, She stated that she had not received the requested recovery kitA Viasat representative assisted Ms*** in submitting a new request for the kit, to be sent to *** *** *** *** *** ** *** ** ***. A second return kit was sent out to the requested address as of June 25, This delivery was also unsuccessful, due to the street number being incorrectAfter two attempts at delivery, the kit was then returned to Viasat as of June 27, 2018.On June 28, 2018, Ms*** contacted Viasat to state that she had not received her return kitShe requested that a new kit be sent to ** *** *** *** ** ***A Viasat representative assisted Ms*** in submitting the request to be reviewedAccording to Viasat’s recording, this was sent to UPS for processing on June 28, We apologize that Ms*** did not receive this return kit. On July 14, 2018, Ms*** contacted Viasat to state she had not received the return kitA Viasat representative assisted Ms*** by providing the tracking numbers for the return labels that had been sent with the previous return kits. On August 1, 2018, due to the fact that Viasat’s systems had not recorded the return of Ms*** leased equipment, Ms*** billing generated in the amount of $for unreturned equipment feesViasat was successfully able to take payment that day. On August 4, 2018, Ms*** contacted Viasat to request a new return kitA Viasat representative reviewed Ms*** account and determined that Ms*** may need to request the shipping address from Viasat’s Customer Care department so she would be able to return her equipment as required.In resolution to Ms*** complaint, and in a gesture of goodwill, Viasat has refunded the $that was charged to Ms*** payment methodThis was processed as of August 6, Ms*** should be advised that it may take three to five business days for this refund to be seen in her accountViasat has also requested that another return kit be sent to Ms*** at ** *** *** *** ** ***, so that she may return her equipment. 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 Ms*** complaint to our attention
The Customer Agreement 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 termThe 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 the electronic signature of Mr*** ***, an authorized signer, on the Customer Agreement dated February 1,
Our records show the service was ordered on February 1, through a local Viasat dealer in Ms*** area and installed the same dayViasat received a call from Ms*** on February 2, requesting the disconnection of the accountDuring this conversation, Ms*** advised that she believed she had been signed up with internet service through ***, and had been unaware that the Viasat service was being installedAt this time, the Viasat representative informed Ms*** of the disconnection disclosures and the early termination fees, and processed the disconnectionThe Viasat representative also escalated an inquiry so Ms*** point of sale concerns could be reviewed
On February 4, 2018, Viasat charged Ms*** $in early termination fees, but the payment failedShe called in regards to the charge on February 5, 2018, at which time she was advised that the early termination fees were valid, but that a request to see if they could be waived would be escalatedMs*** agreed
On February 5, 2018, a representative from Viasat’s Corporate Resolution Team (CRT) determined the early termination fees were eligible to be waived; however, the waiver was not processed properlyOn February 6, 2018, the Viasat dealer responded to the point of sale concerns and advised that Mrand Ms*** had approved the position of the satellite dish at the time of installation
Viasat successfully collected a payment for $on February 9,
We apologize for any frustration Ms*** may have experiencedAs resolution to this complaint, Viasat has issued a refund of $to Ms*** payment method as of February 12,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/26) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Ms*** contacted ViaSat's customer service department on April 17, to discuss
their current bill, and the $charge for the month pre-paid lease fee ViaSat attempted to collect on February 12, During her conversation with ViaSat's customer service representative, Ms*** was advised that the original request for this credit was deniedHowever, Ms*** did not allow the representative to attempt to resolve this issue and ended the call
Though, on April 20, a credit was applied to Ms***'s account to ensure that she was no longer charged for the $pre-paid lease fee, but rather the monthly lease fee of $Therefore, on Ms***'s *** monthly bill a credit of $was assessed and their new monthly rate appliedAs Ms*** had not made a payment to ViaSat since March 19, 2015, she owed $for the April monthly services and $for *** monthly services
At this time, Ms***'s accounts has been disconnected due to non-payment and has a past due balance of $ViaSat will agree to waive any applicable early termination fees should Ms*** agree to pay this past due balance of $and return the leased equipmentMs*** *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to make the one-time payment
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 Agreement A UPS box with a pre-paid 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
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 if the money is refunded by December 25, I will be satisfied
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedIn order to for ViaSat to better assist *** *** with his concerns we will need him to provide the account number or the phone number associated with the account so we
are able to locate itIf *** *** could also explain the situation as to what has happened or what he is requesting that would also be very helpful as this complaint has very limited informationWe look forward to hearing back from *** ***Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:My concern is they state they will pull my case from collectionsI want to have clarification that my account balance with them is $and I will no longer have any ties with them.Yes I see where they state in my contract I am liableI do have to state that on the call of disconnect I asked the agent at the time if I was in the limit to cancel and not be charged any furtherThe agent said yesAug 28thWhy didnt the agent state my new billing cycle started the same day Aug 28th Frustrating
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,
*** ***

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.We appreciate them providing the free service call and two months of service. Unfortunately, the service call did not correct the issue. After the technician found no issues with the modem, he turned attention to the satellite, which he said was aligned correctly, however, when he 'taped' it, the signal stronger. The end result was he did not have a diagnosis for the problem, which is still occurring, but seemingly not as frequently.Nevertheless, we will live with the service as-is, and again appreciate the businesses response/follow up
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionThe Customer Agreement, signed by Ms*** on December 16, 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 programMs*** called on February 15, to request the disconnection of her service, at which time she was informed of the disconnection disclosures, including the return of the equipment, before her request was processedWhen Ms*** said she would need assistance removing the transceiver, she was informed of the above-referenced service call feeWhen Ms*** continued to dispute the service call fee, the Viasat representative reached out to a supervisor, who approved a free service call as a gesture of goodwillOn February 19, 2018, Viasat’s technician called Mr*** to confirm the appointment, at which time she informed that she no longer needed the service call. Due to an error, Viasat charged Ms*** $for the service call fee plus applicable taxes on February 20, Ms*** called the same day to dispute the charge, advising that the technician had not fulfilled the service callShe also advised that she had incurred overdraft fees with her bank due to Viasat’s chargeThe Viasat representative correctly advised Ms*** that she would need to fax in a copy of her bank statement showing that the Viasat charge caused her to go into overdraftPer her request, Ms*** was transferred to a supervisor, who informed her that a refund request for the service call fee would be created. It was also reiterated to Ms*** at this time that she would need to fax in her bank statements for reimbursement of the overdraft fees. As a resolution to this complaint, Viasat will issue a refund of $to Ms*** payment method on file. Ms*** should be informed that it may take to business days from the issue date for her to see the amount deposited. In regards to Ms*** overdraft fees, she will need to provide a rolling 30-day bank statement showing that a Viasat charge caused her account to go into overdraft. This statement should show Ms*** balance prior to the Viasat charge, the Viasat charge, and the subsequent overdraft feesMs*** should black out any personal information such as her bank account number. This documentation can be sent to Viasat via fax at 720-228-Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr*** has experienced issues since the installation was done on January 17, ViaSat has performed multiple service call and per Mr***
the issue was still happeningOn January26, Mr*** called to disconnect the account as the service was not meeting his needs or expectationsIn order to arrive at a resolution ViaSat has waived the early termination fees from the account and issued a refund of $back to Mr***’s payment method today January 27, which he will see within 3-business daysThank you for allowing ViaSat the opportunity to respondTell us why here