ViaSat, Inc.

Complaint: ***
I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $and that I would only be charged $for cancellationI was going to walk away and cut my losesToday Viasat hit my bank account for
$I called Viasat and spoke with a managerAt first she said that I was under contract to pay that amountIt was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes"Viasat has now caused my account to be overdrawn and fees from my bank may applyIf so, I believe Viasat should be responsible for these fees because they did not stick to their wordI would also like the full $to be refundedI spent another hours today on the phone with both them and my bankI also have still not received the $credit to my bank account promised in the last complaint
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides
customers with GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
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weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speedViaSat discloses at the point of sale and in its Customer Agreement, signed by MrRobert ***, the account holder, on November 3, 3016, that speeds may vary and are not guaranteed
Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
While we strive to provide 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speedsCustomers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load
Our records show Ms*** called ViaSat on November 5, because she was experiencing slow speedsAt this time, she was informed that she had exceeded her monthly priority data and had been placed into the Liberty Pass, per the Data Allowance PolicyThe ViaSat representative also advised Ms*** that she could transition her service plan to one that better met her needs, after which Ms*** ended the call
ViaSat received another call from Ms*** on November 13, 2016, at which time she requested the disconnection of her account due to the data limitationsDuring this conversation, the ViaSat representative offered Ms*** a discount of $off her bill per month for six months if she would retain service, but Ms*** declinedAt this time, Ms*** was advised of the disconnection disclosures, including the early termination fees and that she would not be provided with a refund for any unused services, before her account was disconnected
On December 4, 2016, ViaSat charged Ms*** $in early termination fees, but the payment failedSubsequently, on January 3, 2017, the balance due was sent to an outside collections agency for further action
ViaSat’s certified technicians are authorized to offer additional services, such as a wall drop, and charge the customer for those optional servicesWe apologize for any misunderstanding at the time of installationWe apologize for any misunderstanding at the time of installation of if this was not communicated clearly at the point of sale
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat has escalated a request to have her account removed from collections as of January 23, ViaSat did not report Ms***’s account to any credit agencies

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,
*** ***

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

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*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not
negatively impact the network performance of all customersViaSat’s Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms*** on April 22, (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 workThe 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*** called DIRECTV, an authorized ViaSat sales agent, on April 16, 2016, at which time she elected ViaSat’s Exede Liberty 10GB plan at $59.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides 10GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe Liberty plans also provide customers with Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their Priority Data resetsThe ViaSat service was installed at Ms*** home on April 22,
ViaSat received a call from Ms*** on April 25, because she’d received notice that she had exceeded her monthly priority data, and had not been aware that ViaSat’s services came with data limitsDuring this conversation, the ViaSat representative provided Ms*** with the details of her service planWhen Ms*** expressed interest in disconnecting, the representative also reminded her of her signed Customer Agreement and the applicable early termination fees before processing her requestAt this time, Ms*** asked to speak to a supervisor, but one was unavailableOn multiple occasions, Ms*** was offered a callback from a supervisor at a later timeMs*** declined each offer and opted to wait on hold until a supervisor was available
During her conversation with the ViaSat supervisor, Ms*** requested that her early termination fees be waived because she’d been unaware of the Data Allowance PolicyAt this time, the ViaSat supervisor reminded her that the Data Allowance Policy was addressed in the Customer Agreement, and that ViaSat sends a confirmation email to customers once their order has been placed which provides information on their service planThe supervisor also provided Ms*** with information on the other plans that had been available to herMs*** ended the call
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In order to resolve this complaint, and in recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullMs*** 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
Ms*** early termination fees have been waived as of April 27,
We apologize for any frustration she may have experienced with ViaSatThank 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
Thank you so much for your assistance with this matter!
Sincerely,
*** ***

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,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on June 21, 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.The Customer Agreement provided to each new customer, 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 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.On July 25, 2017, Mr*** contacted Viasat to request a disconnection of her servicesShe stated that she had already gone to another provider, and would not allow Viasat the opportunity to troubleshoot her service, as required per the Customer Agreement before early termination fee waivers will be consideredThe Viasat representative assisting her advised that the early termination fees would be valid in this caseMs*** requested a supervisorUnfortunately all supervisors were assisting other customers, so Ms*** accepted a call back, which occurred on July 29, There were difficulties with the call, so the supervisor contacted Ms*** again and received voicemail. On July 29, 2017, Ms*** contacted Viasat to again request a disconnection of her services and a waiver of her early termination feesThe Viasat representative who was assisting her advised that they could open a request, but due to the circumstances it would likely be deniedMs*** then stated that she would not pay the early termination fees, but wanted to continue with her disconnectionThe disconnection was successfully processed that day.As the Viasat representative had advised, the request to waive early termination fees was denied, and Ms*** was billed $on August 24, Viasat was unsuccessful in taking a payment, and the balance remained on her account as a past due amount. On August 28, 2017, Ms*** contacted Viasat in order to request a lease equipment recovery service call for assistance in removing the satellite receiver from her roofThe service call was created successfully. On August 2017, Ms*** contacted Viasat several times in order to file a complaint against the technician assigned to her service callShe stated that the technician was sending her text messages that made her feel uncomfortable, and that he came earlier than Ms*** believed her service call to be scheduledShe was advised that a technician complaint would be filed, which was completed that dayWe apologize for any inconvenience this experience may have caused Ms***.On September 24, 2017, Viasat’s systems had not recorded the return of Ms*** equipment, as required per the Customer AgreementAs such, an additional fee of $was added to Ms*** past due balance, bringing the total to $As Ms*** had requested a stop date on her payment method, no balance was charged, and it remained on Ms*** account as a past due amount. On October 11, 2017, Ms*** contacted Viasat in order to request a new return kitShe was advised that once the equipment was returned, the unreturned equipment fees would be waived, however that the fees for early termination would be validA new return kit was ordered to the service address on fileWe apologize if Ms*** did not receive this return kit.There was no further contact on Ms*** account until February 6, Ms*** called in to request what could be done for the past due balance on the accountMs*** was advised that if she returned the equipment, the unreturned equipment fees could be waived, but the early termination fees would be validMs*** stated that she had never received the return labels, and the Viasat representative assisting her requested a new kit to be delivered. Ms*** requested this again on February 23, 2018, and again a new kit was requestedWe apologize for any inconvenience this may have caused Ms***. In light of Ms*** complaint, Viasat has escalated a new request for a return kit to be shipped to the following address: *** *** ***
*** ** ***In addition, Viasat will agree to waive half of the early termination fee balance (164.28) in good faith for the inconvenience that Ms*** has experienced with Viasat’s authorized contractorsViasat will not agree to waive the past due balance for the unreturned equipment until Ms*** equipment has been returned. 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***’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

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 our attentionWe apologize for any frustration she may have experienced with ViaSat.Ms*** was receiving ViaSat’s Linerty GB plan with complimentary at $a month, plus applicable taxes and a $monthly equipment lease feeThe
Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets.At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees, equipment lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 23, and available at exede.com/legal.The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersPursuant 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 workWhile customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy as described above.Our records show Ms*** contacted *** on July 4, 2016, at which time she ordered ViaSat’s Liberty GB service plan with complimentary Wi-FiOn July 5, 2016, ViaSat collected a one-time installation fee of $from Ms***The service was installed at Ms*** home on July 23, 2016.On July 24, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** called the same day because she’d received notice that she was over her monthly priority dataAt this time, the ViaSat representative reviewed the details of the Liberty plans, Liberty Pass, and the Data Allowance Policy, and advised Ms*** she could transition to a service plan that would better meet her needs.Ms*** called ViaSat later the same day to disconnect because she did not believe the service would meet her needsDuring this conversation, Ms*** also advised that she felt she had been misled at the point of saleOnce again, Ms*** was reminded of the details of the Liberty plans, Liberty Pass, and Data Allowance PolicyShe was also provided with tips on how to conserve her monthly priority dataHowever, as Ms*** still wished to terminate service, the ViaSat representative reviewed all disconnection disclosures before processing her request.In response to this complaint, ViaSat had Ms*** sales call pulled for reviewOur review of Ms*** sales call shows that she advised the *** sales agent that while she was not into streaming, she and her family did participate in online gamingShe also advised that she used VPN once in a while to work from homeViaSat does not recommend the use of VPN applications with ViaSat’s serviceCustomers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.”In recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullViaSat will also agree to issue her a refund for the $payment collected on July 24, However, as she had the services fully installed, ViaSat does not agree to issue a refund for the $installation fee.The waiver of Ms*** early termination fees and the refund of $have both been processed as of August 2, It may take Ms*** 3-business days for her to see the amount deposited into her account.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 It please note that I also wish for Viasat to not place any negative reports on my credit history
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
Thank you for your intervention on this matter
Sincerely,
*** *** *** ***

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

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

Complaint: ***
I am rejecting this response because there was no miscommunicationI was not told this was a promo at any time. I was not given a signed receipt, nor could Viasat provide me with one, nor the name of the company or person or persons who were hereI would not have accepted the offerI would have kept what I hadAs I explained, I wanted to stream TVI had called several times before my last call on April 26. And yes, the representative did offer me to change my plan and I did initially agree and changed my mind and wanted to speak to a supervisor and was told that they would not speak to me and I insisted and was probably just put on holdMy plan was indeed changed without my explicit permissionWhen I said "No, I changed my mind" that meant NO! My phone records indicate the total time on the call was minutesAren't these calls recorded? Did anyone listen?
Sincerely,
Ann Rodriguez

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, 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

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!