ViaSat, Inc.

Initial Business Response /* (1000, 14, 2015/12/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any issues she may have experienced
Ms***'s original ViaSat account was disconnected in June 2014; however, in August a new account was
established by Ms*** ViaSat has not received contact from Ms*** since May 09, During her conversation with ViaSat's representative Ms*** requested information regarding her ViaSat services, and additional plan detailsMs*** was offered a free month of service during this time and she acceptedThis credit was successfully applied to her account during this time
Ms***'s ViaSat services were suspended on November 7, due to nonpayment of her ViaSat servicesHowever, a credit for her November payment has been applied to her accountAs Ms*** is requesting to disconnect her ViaSat services, ViaSat will agree to do so; however, she will be responsible for returning the leased equipmentShe may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall apply
Ms***'s is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 16, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What they stated is not ture and they are trying to make me pay is the bill they just sent to me in my email I want to make sure this dose not go on my credit Report at all and as soon as I get something that they won't do this ! My new address is*** *** *** XXXXX send me the box and I will return the equitmen
Final Business Response /* (4000, 18, 2016/01/06) */
As Ms***'s ViaSat account has not been disconnected as of this time, ViaSat is unable to request boxes be sent to her As stated in our previous reply, she *** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXXThis ticket will outline that her account will be disconnected and no early termination fees shall applyAt the time she calls to disconnect her account please have her inform the agent of the new address in which the prepaid labels and boxes need to be sent Additionally, as stated previously, Ms*** has a credit on her account for the November monthly chargeThank you
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 20, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will call to day but if they do not live up to this agreement then I will have the case reopen 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
FYI - I want to pay the bill ASAPCalling Via Sat as soon as I finish up with response
Sincerely,
*** ***
PS...I put my life on the line yesterday evening, climbed on my roof and disconnected the antennaI dropped off all equipment today at UPS storeIt is being shipped back to a KY location.

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her or her fatherAt 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 disconnected prior to the month agreementViaSat provides the customer with a copy of the signed electronic customer agreement and in that agreement it states that the service may not work with third party equipment such as security systems, routers, and moreViaSat does cover the process for the VOIP services in the contract as wellViaSat understands that the service will not meet your father’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account for both the internet and phone servicesIt will be the customer’s responsibility to return two pieces of equipment using a prepaid shipping label and box sent by ViaSat once the account is disconnectedIf the customer fails to return the equipment detailed in the instructions that come in the box there will be a charge of $for each piece of non-returned equipmentWhen you are ready to disconnect the account please call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention
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 softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement, signed by Ms*** on March 4, and available at exede.com/legal, that speeds may vary and are not guaranteed
The Customer Agreement also commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Ms*** called ViaSat on February 27, because she was experiencing slow speedsWhen she was informed that congestion was impacting her service, she requested to know how many months were left in her 24-month minimum service term and to speak to a supervisorMs*** was provided the requested information, and her call was transferred accordingly
During her conversation with the ViaSat supervisor, it was agreed that ViaSat would waive her early termination fees upon the disconnection of her serviceThe supervisor informed Ms*** of all disconnection disclosures; however, the account was not disconnected as Ms*** requestedWe apologize for any frustration this may have caused her to experience
As the account was still active, on March 8, 2017, ViaSat charged $in monthly service fees, but the payment failedSubsequently, on March 20, 2017, the account was suspended for nonpayment
On March 24, 2017, Ms*** called about the balance due, at which time her account was disconnected and the balance was waivedUnfortunately, the ViaSat representative failed to escalate a request to have Ms***’s early termination fees waived; therefore, on April 8, 2017, ViaSat collected a payment of $from Ms*** for her early termination feesMs*** called in about the charge on April 11, 2017, at which time a refund request was escalated for the early termination fees and another request was escalated for reimbursement of Ms***’s overdraft feesOn April 13, 2017, both of these requests were denied
Ms*** called for an update on her refund requests on April 15, and April 19, Both times, she was incorrectly advised that her refund had been issuedWe apologize for any frustration this may have caused Ms*** to experienceMs*** was correctly informed that the requests had been denied on April 24,
As resolution to this complaint, ViaSat has issued a refund for Ms***’s early termination fees of $as of April 27, It will take three to five business days from the issue date for her to see this amount deposited into her account
ViaSat is willing to reimburse Ms*** for any overdraft fees caused by ViaSat’s charges; however, she will need to provide a copy of her rolling 30-day bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft feesMs*** may fax this documentation in to 720-228-and reference ticket noShe should be sure to black out any personal information from the statement before sending it in, such as her bank account number
Thank you for the opportunity to respond

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, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet
usage, as well as based on the service plans available in the areaCustomers have the option to transition their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetDue 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 activityMs*** is currently receiving ViaSat’s Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 20GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadUpon review of Ms***’s account, ViaSat determined that the usage is being consumed by web browsing and other traffic (MiscApps and Internet Privacy)Currently, Ms*** has consumed GB of usage and her usage will reset on April 12, Since March 8, 2016, Ms*** has been credited $Currently, she has a credit of $that is pending on her accountThese credits will apply towards her bill on April 12, In order to bring this complaint to resolution, ViaSat will agree to upgrade Ms***’s account to the Freedom plan at $a month, plus applicable taxes and a $monthly equipment lease feeHowever, ViaSat will not agree to offer this to Ms*** at the discounted price she is requesting for the remainder of her contractYet, ViaSat will agree to discount this package to Ms*** for four monthsViaSat will apply credits to her account to go towards her June, July, August, and September bills as Ms*** currently has credits applied to her account already that will cover her April and May bills at no charge to herThese credits will keep Ms*** at the $monthly charge during June, July, August, and September As of today, April 1, 2016, Ms***’s ViaSat account has been upgraded to the Freedom plan If Ms*** requires additional assistance regarding her usage and the data allowance policy, she may contact ViaSat’s Customer Service department at ###-###-####Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:A computer outage at this company is why there is no record of my call or request.
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on October 20, 2012, advises that customers are responsible for returning ViaSat’s modem and transceiver within days
after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnectionThis equipment return kit is delivered to the shipping address on file, or an alternate address at the request of the customer
Our records show Mr*** called ViaSat on October 15, to disconnect his account because he was moving, at which time he was reminded of the equipment return requirementsPer Mr*** request, his shipping address was updated so the equipment could be sent to a different location; however, review of his account shows that the address field was input incorrectly, causing the shipment to be returned to senderWe apologize for any frustration this may have caused Mr*** to experience
On November 16, 2016, ViaSat received notice that Mr*** equipment had not been returned; subsequently, ViaSat collected a payment of $in unreturned equipment fees from Mr*** on November 24, Mr*** contacted ViaSat on November 28, regarding the charge, at which time he advised he had not received the original equipment return kitDuring this conversation, the ViaSat representative updated Mr*** shipping address and escalated a request to have a second box sent to himMr*** was advised that he would be refunded for the unreturned equipment fees upon the return of the equipmentPrior to this interaction, ViaSat had not received any contact from Mr*** advising that he had not received this shipment
On November 29, 2016, ViaSat received an email from Mr*** regarding the unreturned equipment feeIn response, a member of ViaSat’s Corporate Resolution Team (CRT) reached out to Mr*** to discuss his concernsDuring this conversation, Mr*** requested that a technician go out to his new location to retrieve the equipment, at which time he was correctly informed that a technician could be sent out, but that they would only uninstall the transceiver from the satellite dish Mr*** had taken with himIt was also explained to Mr*** that he would still be responsible for returning the equipment via the UPS box; however, as a gesture of goodwill, the CRT representative ordered a free service call for Mr***At this time, the CRT representative determined that there was an issue with the shipping address associated with the second equipment return kit, and escalated a request to have it updated
As resolution to this complaint ViaSat will refund Mr*** the unreturned equipment fees of $in fullMr*** is still responsible for returning ViaSat’s modem and transceiver via the UPS being delivered to him
Thank you for the opportunity to respond

Complaint: ***
Requested document has been sent Viasat needs to state in writing through the Revdex.com that no early cancellation fees will be charged for resolution to occur
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I just received an email from via sat and they still had my old name on it.
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,
*** ***

Thank you for bringing *** ***’ rebuttal to our attention
*** ***’ service plan was 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 signed by *** *** on October 23,
Pursuant 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
The most common causes for high data usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.gviewing pictures on *** or through ***)Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Early Bird Free Zone (EBFZ) from a.m- a.m., local time, during which unmetered service is provided at no extra cost
Our records show *** *** contacted ViaSat an additional three times between February 4, and February 7, regarding his speeds during the EBFZDuring these conversations, ViaSat’s representatives once again saw that there was an issue with his account’s service plan settings and he was guided through troubleshootingUnfortunately, the ViaSat representatives were unable to resolve *** ***’ issuesOn February 9, 2017, *** *** called ViaSat to disconnect his account
As resolution to this complaint, ViaSat has waived *** ***’ early termination fees in full as of February 9,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat records all calls for quality assurance purposes, and at 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 disconnected prior to the month termEach of these points are also addressed on the customer agreement signed by Ms*** on March 21, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionCurrently the account remains active; ViaSat has not been able to read Ms*** the disclosures in order to have the account disconnectedMs*** calls in to disconnect but the proceeds to disconnect the phone call when the agents start to read the disclosuresViaSat does not agree to waive the early termination fees as this was discussed at the point of sale; however, in order to arrive at a resolution ViaSat will agree to waive half of the early termination fees and issue Ms*** her last payment of $back as a refundMs*** will need to contact customer service at 866-945-and reference ticket number to have the account disconnected and to take advantage of this offerThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/02) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by MrButterworth on July 6, 2011, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usage
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Ms*** contacted ViaSat's customer service department on August 27, to discuss the data allowance policy, and her thoughts that her service plan had unlimited usageMs*** was advised that ViaSat does not offer an unlimited plan, but did review other plans with her
As of today, September 2, Ms*** has used GB of her GB planMedia (video or audio) is largely in part to the usage which occurred on August 26,
In order to bring this complaint to resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, 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
Ms*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXThis ticket will include the information outlining that her account can be disconnected with waiver of the early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept that is what I wanted done
Final Consumer Response /* (3000, 14, 2015/09/18) */
talked to ViaSat they claim they have not heard from you they have no record of waiving the termination early fees I faxed a copy of the print out from you but not response yetSo they have yet to close the ticket to let me cancel and not have to payPlease help me
Final Business Response /* (4000, 16, 2015/09/21) */
As per ViaSat's previous reply, Ms*** was offered the opportunity to disconnect her account with waiver of the early termination feesWe apologize for any confusion or frustration she *** have experienced with the disconnection of her account
ViaSat will agree to disconnect Ms***'s account as of September 23, However, she 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 returnIf Ms*** has any questions regarding the disconnection of her account, please advise
Again, we apologize for any confusion or frustration this situation may have causedThank You!

As stated in ViaSat’s previous reply if Ms*** wishes to disconnect her ViaSat account she may do so with waiver of the applicable early termination feesIf she wishes to do so she may contact ViaSat's customer service department at ###-###-#### and reference ticket number ***Additionally, due to a system error Ms*** was charged $for the lifetime lease feeHowever, ViaSat issued this refund back to Ms*** as of February 11, Ms*** should receive this refund within three to five business daysThank you

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Ms*** purchased ViaSat’s Liberty service plan through an authorized ViaSatEach customer has access to ViaSat’s Customer
Agreement at ***. 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 installationThe 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 Ms***’s electronic signature on the Customer Agreement dated October 2, 2016. The Customer Agreement commits customers 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 termOn November 1, 2016, Ms*** contacted ViaSat to discuss the disconnection of her ViaSat accountDuring this conversation, Ms*** stated that she felt that the dealer took advantage of her and that she didn’t sign the Customer Agreement. Due to the signed Customer Agreement, Ms*** was educated that the early termination fees would applyIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agrees to waive the applicable early termination fees associated with the disconnection of her accountAdditionally, 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 instructionsThank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** account was cancelled in flight on July 18, ViaSat’s policy is to issue the refund of $back within business days from the day the account was
cancelled in flightViaSat does have the option to escalate this refund and the customer will receive it within 3-business daysViaSat has issued the refund of $back to the payment method on file today July 22, *** *** will see this refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 12, 2015/12/31) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on September 24, to discuss the
connectivity and disconnection of her ViaSat accountDuring her conversation with ViaSat's representative she was advised of the early termination fees that would apply should she wish to disconnect and Ms*** disconnected the call before the disconnection could be completed
On October 1, Ms*** made contact again with ViaSat's customer service department to discuss the disconnection of her accountDuring her conversation with ViaSat's representative, Ms*** was offered steps to resolve her connectivity issues; however, she declined these offersShe informed the ViaSat representative that she would call back on October 6, to have the account fully disconnected
ViaSat did not receive contact from Ms*** again until December 9, At the time of this call Ms*** once again requested the disconnection of her ViaSat accountShe was once again advised of the early termination fees that would apply upon disconnection of her accountMs*** agreed to these fees and stated she did not want the account disconnected until the payment method on file was updatedAs of today, December 31, 2015, Ms***'s ViaSat account remains active
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to disconnect the account with waiver of the early termination fees effective December 31, However, ViaSat does not agree to refund all charges collected since installation of ViaSat servicesViaSat will agree to refund the October and November payments of $for a total refund of $This refund will be issued to the payment method on file and should be receive in three to five business days
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 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
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 14, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s billing processesThe Customer Agreement, signed by Ms*** on July 16, and available at exede.com/legal, states that ViaSat will not provide
customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their serviceSection of the Customer Agreement authorizes ViaSat to automatically withdraw from Ms*** payment method on file for ViaSat’s servicesOn January 3, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** contacted ViaSat on January 30, 2016to request the disconnection of her ViaSat services. During this conversation, the ViaSat representative informed Ms*** of the disconnection disclosures; however, she moved forward with the disconnection of her ViaSat accountMs*** called ViaSat back on March 21, to request a refund of the payment of $made on January 3, At this time, Ms*** was correctly advised by the ViaSat representative that ViaSat did not provide customers with a prorated refund for any prepaid fees, per the Customer AgreementIn response to this complaint and as a gesture of good faith, ViaSat requested a refund of $to be issued via a check to Ms***The refund should be received by Ms*** within two business week from the issue dateIf Ms*** further assistance or has additional questions, she may call ViaSat’s 24-hour Customer Service Department at ***

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 It please note that I also wish for Viasat to not place any negative reports on my credit history
Sincerely,
*** ***