ViaSat, Inc.

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

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: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,
*** ***

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term agreement and the early termination feesEach of these points are also addressed
in the customer agreement signed by Ms*** on February 20, and available at exede.com/legalWe apologize if Mr*** or Ms*** feel these points were not communicated to their satisfactionViaSat understands Mr*** was experiencing some connectivity issues with the service and each time Mr*** or Ms*** called in the necessary troubleshooting was completed to correct the issueMr*** and Ms*** were installed by a local dealer “ BJs Communications” and they would be the ones that would service the account should a technician need to come to the home Mr*** called on April 1, to disconnect the account and at that time ViaSat’s supervisor offered Mr*** half off the early termination fees which was $This credit was applied to the account and will go towards the early termination feesMr*** will be responsible for the remaining balance and no refunds will be issuedThank you for allowing ViaSat the opportunity to respond Tell us why here

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

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may 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 Mr*** on May 27, 2015, and it is 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 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
Mr*** contacted ViaSat on June 4, to discuss the Data Allowance Policy and to discuss the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative Mr*** was advised of the policy, the early termination fees that would apply should he disconnect, and the options to upgrade his account to the GB plan with dollars off for monthsPer his request, Mr***'s account was subsequently disconnected
Understanding the information provided by Mr***, and in order to bring this complaint to a resolution, ViaSat will agree to remove Mr***'s account from the outside collections processThe request for the removal of $was made on August 11, Should Mr*** have any further questions please have him contact the outside collections agency, EOS
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance
policy The Data Allowance Policy applicable to Ms*** plan 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by Ms***, the account holder, on June 26, (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 usageCustomers 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 Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Ms*** contacted ViaSat's customer service department on October 10, to request the disconnection of her ViaSat accountHowever, during her conversation with ViaSat's representative, the call ended before the disconnection could occur to phone issuesMs*** did not make contact with ViaSat again until December 4, to request the disconnection of her accountDue to this ViaSat continued to attempt to bill Ms*** her monthly service plan charges
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to waive the past due balance of $for the October and November monthly service chargesHowever, Ms*** is responsible for the $for the early termination fees as she never made ViaSat aware of any issues she was experiencing with her service and per the Customer AgreementA credit has been applied to Ms*** account for the $121.16, and she may contact ViaSat's customer service department at 855-463-to resolve the balance owed of $
Thank you for the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I wish to add that we have not received any verification from these folks and when I called and visited with one of their representatives last week she still insisted that she could not allow a creditTheir statement about *** vs *** is absolutely incorrectI can verify that their package service was ***This company is very flakey when it comes to their wordI will not work with them againI will give them credit that their services Wildblue and Exede deliver good internet and satellite phoneI give them stars for that but their business workings are not acceptable
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a credit card or
initiate electronic funds transfers (EFT) from a checking account for automatic monthly payments for any fees, including monthly service fees and equipment lease feesIn addition, the Customer Agreement states that if ViaSat is unable to process a customer's credit card or EFT payment at any time, and does not receive an electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts due
Our records show ViaSat attempted to collect a payment of $from Mr*** on *** 1, 2015, but the payment failedSubsequently, on May 20, 2015, Mr***'s account was suspended for nonpaymentMr*** contacted ViaSat on June 23, to make a one-time payment for the balance due, at which time his account was resumed
On July 4, 2015, ViaSat attempted to collect $from Mr*** for monthly service, but the payment failedSubsequently, on July 6, 2015, Mr***'s account was once again suspended for nonpaymentMr*** contacted ViaSat the same day regarding the suspension, at which time he was advised that his monthly bill for July had generated, and that ViaSat reserved the right to suspend accounts at any time for nonpaymentDuring this conversation, it was determined that the email address on file for Mr*** (***@hotmail.com) was incorrect, at which time it was updatedMr*** was also advised that he could make a minimum payment of $to have his account resumed, but he declined to do so and requested that his account be disconnectedThe ViaSat representative reminded him of ViaSat's 24-month minimum service term and early termination fees before processing his request
Regarding the equipment lease return kit, ViaSat's records show that Mr***'s address has always been listed on record as Private Road Oakwood, Texas XXXXX-XXXXWe apologize if Mr*** was advised otherwise
In response to an email escalation received from Mr*** on July 20, 2015, ViaSat agreed to waive Mr***'s balance due and early termination feesMr*** was advised of this decision on July 21, A second prepaid UPS box has been shipped to Mr***'s home as of July 23, If Mr*** is charged unreturned equipment fees, ViaSat will waive or refund the balance
We apologize for any frustration Mr*** may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***'s complaint
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

Initial Business Response /* (1000, 5, 2015/07/09) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she *** have experienced regarding ViaSat's service
The Customer Agreement, signed by Ms*** on June 19, and available at
exede.com/legal, states that speeds *** vary and are not guaranteedDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usageThe 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 filesCustomers 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 *** utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Ms*** 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 download speeds up to Mbps and upload speeds up to MbpsAs Ms*** ordered this service plan through DirecTV during a promotional period, she is receiving GB of data per month for the first months of service
Ms*** contacted ViaSat on June 19, to inquire about her data usage, at which time she was educated on the Data Allowance PolicyOn June 23, 2015, Ms*** called back in because she was experiencing slow speedsDuring this conversation, the ViaSat representative guided Ms*** through troubleshooting; however, the speeds still did not meet Ms***'s satisfactionShe advised the ViaSat representative that she was having a computer technician to come out to look over her computer, and would call back if she experienced any further issues
ViaSat received another call from Ms*** on July 3, regarding the speed of her serviceAt this time, the ViaSat representative guided Ms*** through troubleshooting, during which a speed test was performed on her systemThe results of the speed test determined that Ms*** was receiving speeds that were within range of ViaSat's advertised speedsMs*** was also advised that having multiple devices connected to her service could cause her to see degradation in her speedsOur review of Ms***'s account as of July 9, shows that she has had six separate devices connected to her network since the installation of her service
Ms*** called ViaSat on July 4, to inquire about disconnecting her serviceAt this time, the ViaSat representative reminded Ms*** of her signed Customer Agreement, 24-month minimum term, and advised that if she were to move forward with the disconnection of her service, she would be charged early termination feesMs*** informed the representative that she would call back on July 19, to disconnect her service
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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
ViaSat does not agree to waive Ms***'s early termination fees in full; however, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the feesMs*** is responsible for returning ViaSat's modem and transceiver within days of after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include return instructions
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel this is a fair resolution to the complaint
However, just to clarify, I was not told about the GB until After the installation was complete by the tech and then when I wanted to call the company to get clarification he was in a big hurry to get on to his next jobHe said he had more to install so I felt very rushed to sign something I never should have signedMy fault!!! I was told I would receive 15GB for months and then 5GB for the remaining months of the contract not months as stated aboveWe had no idea how many GB we would use in a month as I'm sure most homeowners do not knowWe were advised that we used up our 15GB in the first weeks of usage

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 Mr***’ rebuttal to our attention
The Lease Addendum of the Customer Agreement states that customers will be charged a standard service call fee after the first days of service following initial activation of the internet service if a customer has not opted into the EasyCare programTypically, a standard service call costs a one-time fee of $Customers who opt into the EasyCare program at $a month are not charged for required service calls, receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to Viasat’s 24-hour Customer Service departmentCustomers are not required to opt into the EasyCare planOur review of Mr***’ account shows that he did not have EasyCare on his account
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Mr***’ electronic signature on the Customer Agreement dated November 30,
As previously stated, Mr*** called Viasat on March 21, to inquire what other service plans were available to him, at which time he was informed that he was on the best available plan in his area
Mr*** called Viasat again on May 4, to inquire if he could transition to an unlimited service plan, at which time he was informed that they were not yet available in his areaThis was reiterated to Mr*** during a conversation on May 21, when he called to inquire about the unlimited plansThe same day, he requested the disconnection of his account, at which time he was reminded of the minimum service term and early termination fees
On June 1, 2018, Viasat charged Mr*** $in early termination fees, but no payment was collectedMr*** called in about the balance due on July 5, 2018, at which time he was reminded of the early termination feesThe balance due remained on the account until July 9, 2018, when the account was referred to outside collections
In our initial response, Viasat agreed to waive half of Mr***’ early termination fees, leaving him responsible for a remaining balance of $We feel the resolution previously provided and the action taken by Viasat adequately address Mr***’ complaint, and no further waiver will be provided
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 meI would also like to note that the equipment has been returned and was checked on Thursday the of August when I was talking to your staff.
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
This response states balance for equipment I sent back asapThis company is still trying to charge my cc 323.?
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)
It has been business days since the 28th of December and no refund has been collected I never stated that I could not access my system at all, I stated that my equipment keeps power cycling causing me to lose connection for at least minutes each time it power cycles it self as well as constant slow speeds and connectivity problems
I called the provided and gave the ticket # and representative stated my refund should be available now but it is not and I also inquired about the total price of terminating service since Viastat stated "ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes" however the representative stated she could not tell me an exact amount with taxes but that it would be $plus tax so the company is not actually offering to waive half of that feeShe also stated at first that I would also have to pay another monthly bill of approximately $but once I questioned disconnecting service before my billing date being I paid a month in advance when starting my service she said if I disconnect on or by the 27th of January I would not be billed that additional approximate $on termination So I need someone from Viastat to give me accurate information as well as an actual cost to terminate early

Thank you for bringing Ms*** rebuttal to our attention
Regarding the discount of $off per month for the first months, ViaSat did not advise in our previous response that Ms*** was no longer receiving thisViaSat was merely providing Ms*** with information applicable to her accountMs*** will continue to receive this promotional offering for the next two months, after which it will expire
Ms*** payment method has been removed from her account as of May 16,
As a final resolution to this complaint, ViaSat will waive the balance due of $currently on Ms*** account, and resume it from suspension for nonpaymentHowever, ViaSat will not agree to apply any further discounts onto Ms*** account at this time
The credit of $has been applied to Ms*** account as of May 25,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/09) */
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 feesEach of these points is also addressed in the Customer Agreement signed by Ms*** on
August 7, and available at exede.com/legalViaSat does not offer a trial period The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction, and for any misunderstanding regarding the electronic signature process
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 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 work
Ms*** is currently receiving ViaSat's Exede Evolution GB plan at $a month plus a $monthly equipment lease fee This service plan offers unlimited access to web pages and email, and GB of monthly data for all other online activityWhile Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy
ViaSat received a call from Ms*** on August 26, 2015, at which time she requested the disconnection of her accountThe ViaSat representative reminded Ms*** of her signed Customer Agreement, and advised that the early termination fees would be valid if she moved forward with the disconnection of her accountMs*** advised she'd call back, and chose not to move forward with the disconnection of her account at that time
As Ms*** has actively been using ViaSat's service, ViaSat does not agree to waive her early termination fees in fullIn order to come to a resolution to this complaint, however, ViaSat will agree to waive half of her early termination fees if she disconnects prior to October 8, Ms*** will be 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
If Ms*** would like to move forward with the disconnection of her account, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
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 when indeed I receive the credit of $to my account
Thank you for your help in this matter
Sincerely,
*** ***