ViaSat, Inc.

Thank you for bringing Ms*** account to our attention.Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement, signed by Ms
*** *** on March 31, 2016. A UPS box with a prepaid return shipping label is typically delivered to her home address within a week after her disconnection, and it includes return instructions.On May 29, 2018, Ms*** contacted Viasat to request a disconnection of her Viasat services, to be processed on May 31, A Viasat representative assisted Ms*** with this request, and read disconnection disclosures, including information about equipment returnMs*** requested to have the return kit sent to *** *** *** *** *** ** ***, which the agent successfully inputThe account was successfully disconnected as of May 31, 2018. UPS records indicate that the first attempt to deliver the return kit was unsuccessful, as the apartment number was either missing or incorrectAfter two attempts at delivery, the kit was then returned to Viasat as of June 5, 2018.No further contact was received from Ms*** until June 22, She stated that she had not received the requested recovery kitA Viasat representative assisted Ms*** in submitting a new request for the kit, to be sent to *** *** *** *** *** ** *** ** ***. A second return kit was sent out to the requested address as of June 25, This delivery was also unsuccessful, due to the street number being incorrectAfter two attempts at delivery, the kit was then returned to Viasat as of June 27, 2018.On June 28, 2018, Ms*** contacted Viasat to state that she had not received her return kitShe requested that a new kit be sent to ** *** *** *** ** ***A Viasat representative assisted Ms*** in submitting the request to be reviewedAccording to Viasat’s recording, this was sent to UPS for processing on June 28, We apologize that Ms*** did not receive this return kit. On July 14, 2018, Ms*** contacted Viasat to state she had not received the return kitA Viasat representative assisted Ms*** by providing the tracking numbers for the return labels that had been sent with the previous return kits. On August 1, 2018, due to the fact that Viasat’s systems had not recorded the return of Ms*** leased equipment, Ms*** billing generated in the amount of $for unreturned equipment feesViasat was successfully able to take payment that day. On August 4, 2018, Ms*** contacted Viasat to request a new return kitA Viasat representative reviewed Ms*** account and determined that Ms*** may need to request the shipping address from Viasat’s Customer Care department so she would be able to return her equipment as required.In resolution to Ms*** complaint, and in a gesture of goodwill, Viasat has refunded the $that was charged to Ms*** payment methodThis was processed as of August 6, Ms*** should be advised that it may take three to five business days for this refund to be seen in her accountViasat has also requested that another return kit be sent to Ms*** at ** *** *** *** ** ***, so that she may return her equipment. If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
The Customer Agreement provided to each new customer, signed by Ms*** on March 17, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
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 that speeds may vary and are not guaranteed
Our records show Ms*** ordered service through an authorized local Viasat dealer on March 17, 2018, and the service was installed the same dayViasat received a call from Ms*** on March 18, 2018, at which time she requested the disconnection of service because the speeds were not meeting her needsDuring this conversation, Ms*** was reminded of the 24-month minimum service term and early termination feesMs*** disputed the early termination fees and requested to speak to a supervisor
During her conversation with the Viasat supervisor, Ms*** was offered and declined troubleshootingThe Viasat supervisor informed her that the early termination fees would apply if she chose to move forward with disconnecting service, and that the 24-month minimum service term initiated upon the installation of serviceWhen Ms*** requested to speak to another supervisor, her call was transferred accordingly, at which time she was once again informed that the early termination fees would be validMs*** account was disconnected, per her request
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees as of March 19,
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any cnfsion she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is
further addressed in ViaSat’s Customer Agreement signed by Ms*** on August 24, and also available at ***We apologize if these points were not communicated to Ms***’s satisfaction
ViaSat received a call from Ms*** on August 24, 2016, at which time she requested the termination of her account because she felt she had not been fully informed of the service at the point of saleAt this time, Ms*** was reminded of the 24-month minimum service term and early termination feesMs*** understood that she had signed a Customer Agreement, and advised that she would be contacting *** in regards to her point of sale concerns
Ms*** called ViaSat back later the same day to request disconnection because she was unhappy with the serviceAt this time, she and the ViaSat representative discussed how the service was geared more towards customers in rural communities with limited optionsThe ViaSat representative recommended Ms*** contact *** and ask them to pull her sales call for review
On August 25, 2016, Ms*** called to disconnect; however, after being advised of the disconnection disclosures, including the early termination fees, she advised she would call back to have the request processedMs*** called back on August 29, 2016, at which time her account was disconnected, per her request
ViaSat charged Ms*** $in early termination fees, but the payment failedOn October 11, 2016, Ms*** called ViaSat in regards to the balance due, at which time she advised she did not want to pay the balance due because she felt she had been misled at the point of saleViaSat’s representative reminded her of the Customer Agreement and advised that the early termination fees were validOn October 12, 2016, she called ViaSat to make a one-time payment for the balance due
As resolution to this complaint, and in consideration of Ms***’s short term as a ViaSat subscriber, ViaSat will agree to refund her early termination fees of $This refund has been issued to her payment method as of October 13, It may take Ms*** three to five business days to see this amount deposited into her account
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused The Customer Agreement signed by Ms*** on June 20, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account
for automatic monthly payments for any fees including monthly service fees and equipment lease fees The Customer Agreement, signed by Ms*** on June 20, and available at www.exede.com/legal, obligates customers to comply with ViaSat’s Acceptable Use Policy, and states that ViaSat reserves the right to immediately terminate the service if subscribers knowingly or otherwise engage in any prohibited activitySubscribers are responsible for the misuse of the service, even if the misuse was committed by a friend, family member, or guest with access to the serviceThe primary account holder is responsible for taking steps to ensure that others do not use their account to gain unauthorized access to the serviceInfringing on the intellectual property rights of others is prohibited under ViaSat’s Acceptable Use Policy. In accordance with the Digital Millennium Copyright Act, ViaSat forwards notices of alleged copyright infringement that it receives from copyright holders to customers that have allegedly infringed upon the copyright holder’s copyright. It is ViaSat’s practice to send an email containing the copyright holder’s notice verbatim and to also send a ViaSat drafted email explaining ViaSat’s Acceptable Use Policy, which includes a warning that repeat infringements may result in the termination of the account. These emails were sent to ***@hotmail.com which is the contact email we have on fileThese emails can sometimes end up in a junk/spam folder On April 24, Ms*** was charged $for her service plan and the annual property tax recovery fee of $This is why Ms*** saw the increase in the paymentThe Customer Agreement, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountMs*** 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 return instructionsIf Ms*** does not wish to get on the roof to return the tria, ViaSat offers the option to send a technician out to the home to remove it at a charge of $Ms*** can contact customer service at ###-###-#### to set up the service call if she wishes to do so In order to arrive at a resolution ViaSat has issued a refund back to Ms*** in the amount of $for the unused services and Ms*** will see this refund within 3-business days to her payment methodThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention.The Customer Agreement signed by Mr*** *** on January 26, 2018, states that the customer authorizes Viasat to charge their credit or debit card, or initiate an electronic funds transfer out of their bank account for payment of all
or any portion of their Service fees, the Termination Fee and any other amounts payable until such amounts are paid in full. Customers may request to remove their payment method from Viasat’s records, but are advised that the process to do so can take up to business days to process. On February 23, 2018, Mr*** contacted Viasat in order to request a disconnection of his Viasat servicesHe requested to future date the disconnection for February 27, 2018, and the request was successfully submitted after legal disclosures were readMr*** requested on this day to remove the payment method from Viasat’s records and also requested a paper bill showing his early termination feesBoth requests were placed the same day. Mr***’s account was successfully disconnected on the requested date of February 27, On the next day, February 28, 2018, Mr***’s monthly billing cycle occurredSince the stop date of the payment method had not yet occurred, Mr*** was charged $in early termination feesWe apologize for any inconvenience this may have caused Mr***The stop date of the payment method was systematically processed later that same day.At this time, Viasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment, and the early termination feesEach of these points are also
addressed in the customer agreement signed by Ms*** on February 27, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction Ms*** choose to have her account disconnected as the service was not meeting her needs or expectationsAt the time of disconnection ViaSat agreed to waive the early termination feesViaSat placed a waiver on Ms***’s accountOn April 28, Ms*** received a bill in the amount of $This charge was for non-returned equipment not the early termination fees In order to arrive at a resolution ViaSat has adjusted off the balance of $leaving Ms*** with a $balance Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of
these points are also addressed in the customer agreement signed by *** *** on May 27, and available at exede.cm/legalWe apologize if *** *** feels these points were not communicated to her satisfactionAt the point of sale, customers are advised that the speed of the service is not guaranteed and may varyDue 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 activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsViaSat understands that *** *** disconnected the service as it was not meeting her needs or expectationsDue to the length of service and in order to arrive at a resolution ViaSat has waived the early termination fees from the accountNo refunds will be issued for the first month as the service was installed and used*** *** will want to make sure that the equipment is returned once she receives the shipping label and boxThank you for allowing ViaSat the opportunity to respondTell us why here

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, as long as they follow along with their word and my dad doesn't get paid back
Sincerely, ***
*** ***

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on July 16, to discuss the refund
of $for the activation fee collected on July 11, During this conversation, Ms*** was advised that the refund can take up to business days
On July 28, ViaSat issued a refund of $to Ms***'s payment method on fileThis was day of the guaranteed business day time frameThe refund of $should be received by Ms*** within three to five business daysShould she not receive this, please have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told I would receive my refund in days from the service technicianI was then told days from a customer service rep and after those days when I still had not received the refund I was told After those days I was told the company had the wrong account number and could not refund my moneyI was denied multiple attempts to speak with a supervisor and put on wait for long periods of timeThe service I received was extremely poor and very unprofessionalI am still seeking compensation for the amount of time wasted and spent on hold with your company in regards to my cell phone billAlso, a formal apology for the extremely poor service and unprofessional service I was provided
Final Consumer Response /* (4200, 15, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No you did not meet the day deadlineThe money was not refunded to my account until July 29,which was actually days, not Also, I was initially told days by YOUR employeesAs a customer, I am not held responsible for lack of knowledge on behalf of YOUR staffAlso, any professional organization who is concerned about customer satisfaction would leave someone on hold for frequent prolonged periods
Final Business Response /* (4000, 17, 2015/08/24) */
As stated in our previous replies, ViaSat issued a refund to Ms*** for the $activation fee on July 28, We apologize if she feels she was not provided accurate information; however, ViaSat has issued the refund for the fees collectedViaSat believes this complaint has been resolved per our numerous responses, and as we have issued Ms*** a refund for the $activation fee collected on July 11, Thank you

Thank you for bringing Mr*** complaint to our attention. Mr*** was currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease fee and a $monthly EasyCare feeThe Unlimited Data Bronze
service plan provides unlimited data usage at regular speeds up to MbpsAs Mr*** ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time. Our records show Mr*** purchased Viasat’s Unlimited Data Bronze Mbps service plan through an authorized Viasat dealerAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale. The Customer Agreement provided to each new customer, and signed by David Fuller on December 10, 2017, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. Our records show that Mr*** contacted Viasat on January 11, inquiring about his billThe Viasat representative advised Mr*** that his bill would be approximately $plus taxes. On January 12, 2018, Mr*** was charged $in monthly service feesMr*** contacted Viasat on March 13, regarding this chargeThe Viasat representative advised Mr*** that his promotional discounts had expired Mr*** stated that he was told by the dealer that he would be charged $per month and that his minimum service term was months instead of Viasat’s standard months Mr*** contacted Viasat a second time the same day and requested to speak to a supervisor regarding his billing and point of sale concernsDuring this conversation, Mr*** was reminded of the welcome email customers receive prior to the installation of serviceMr*** advised the Viasat representative that he never received the email. Mr*** contacted Viasat on April 2, stating that his service was not workingThe Viasat representative verified that Mr*** modem was offline and was not able to get the modem back online after troubleshootingThe Viasat representative ordered a service call and advised Mr*** that the Viasat dealer would be contacting him to schedule the service call. Mr*** contacted Viasat on April 7, stating that he has been trying to get in contact with the dealer to schedule his service call since April 3, At this time, the Viasat representative escalated the matter internally for reviewMr*** contacted Viasat again on April 9, because his service call had not yt been fulfilledAt this time the Viasat representative requested a sales channel change to change the service call responsibility for Mr*** account to Viasat so the account can be serviced by Viasat directlyThe sales channel change was processed on the same day. Mr*** contacted Viasat on April 12, and requested to speak to a Viasat supervisor without explaining why he was making this requestThe Viasat representative advised Mr*** that a Viasat supervisor will be contacting him. As a resolution to this complaint, Viasat has agreed to waive early termination fees upon Mr*** disconnectionMr*** can call into Viasat’s 24-hour Customer Service Department in reference to ticket #*** to have these fees waived. Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any issues he may have experienced regarding ViaSat’s Data Allowance Policy Our records show Mr*** is receiving ViaSat’s Exede GB Internet service plan at $a month, plus applicable taxes and a
$monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps, and upload speeds up to MbpsMr***’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Mr*** on March 20, ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net 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 Facebook or through SnapChat)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 Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost On January 6, 2017, ViaSat received a call from Mr*** regarding his usageDuring this conversation, the ViaSat representative educated Mr*** of his usage and how to monitor the usage via the self-help siteAdditionally, Mr*** was educated on alternate plans available to him within his area, buy more, and how to monitor his usage correctly Later on January 6, 2017, Mr*** contacted ViaSat once to discuss the Data Allowance PolicyHe was once again educated on the data allowance policy, and alternate plans available within his area Should Mr***’s current plan not be meeting his needs, the following plans are also available in his area: Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease feeLiberty - WiFi- $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease feeExede-10GB - $a month, plus applicable taxes and a $monthly equipment lease fee.Exede-15GB - $a month, plus applicable taxes and a $monthly equipment lease fee As of today, February 17, 2017, Mr*** has used GB of his GB plan, and GB of additional usage was purchasedThe majority of Mr***’s usage has gone towards web browsing, other traffic (software updates, secure connections, and generic traffic), system updates, and marketplaces (app stores, eReaders) If Mr*** would like to transition his service to a plan that better meets his needs or is experiencing any issues with his service, he may contact 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.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,
*** ***

Complaint: ***
I am rejecting this response because:The service call I was to have on 11/10/never was scheduled by the companyI have been unable to access any of the bbq info from my home computerNow I am supposed to have a service call on 11/18/Until that call takes place I will be unable to resolve this issue which I have been trying to resolve for over two weeksThis case needs to remain open until after 11/18/and the service call has been completed
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedPer the Customer Agreement signed by Mrs*** on December 14, 2015, during your Minimum Service Term, ViaSat will repair or replace defective
Equipment returned to ViaSat's designated address. For the first days after activation of your Service, coverage includes any applicable labor charges for service calls. After the first days, ViaSat’s standard service call charge shall apply to all service calls by ViaSatYou shall notify us promptly of any defect in, damage to, or accident involving your leased Equipment by calling 1-866-945-3258. All maintenance and repair of Equipment shall be performed by us or our designee(s). ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the EquipmentOn May 10, 2016, ViaSat received a call from Mrs*** who stated they had no connectionDuring this conversation, the ViaSat representative advised her of the service call needed, and the applicable charge associated with itHowever, the representative also informed Mrs*** of ViaSat’s new EasyCare program available to customersViaSat’s EasyCare program offers customers the ability to pay $monthly for any potential service calls neededMr*** contacted ViaSat on May 11, via our online chat system to dispute this charge, and to request the disconnection of his ViaSat services due to the charge associated with a service callMr*** was informed of the applicable early termination fees should he wish to disconnect, and that he would need to call in to have the account disconnectedSince this date, ViaSat has not received contact from Mr***In response to this complaint ViaSat does not agree to waive Mr*** early termination fees should he wish to disconnect his services; however, ViaSat does agree to issue a service call at no charge to Mr*** should he wish to resolve the connectivity issuesMr*** may contact ViaSat’s 24-Hour customer service department at 1- 855-463-and reference ticket ***Mr*** may request the removal of the EasyCare program, and to have a standard $service call issued at no chargeThank you for the opportunity to respond

We apologize for any issues Ms*** is experiencingCurrently, Ms*** is over her usage which might be causing her speeds to be slowAs a gesture of good faith, ViaSat has removed the restriction on Ms***’s account Due 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 activityViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at ***Currently, Ms*** has used 106.9% of her allotted download usage On November 7, 2016, Ms*** contacted ViaSat regarding her issues connecting to the internet and Ms*** was advised that a service call was required; however, the service call was not issued or scheduledWe apologize for any confusion surrounding this situationIf Ms*** believes that there are issues related to the Data Allowance Policy, or needs a service call created, please have her contact ViaSat’s 24-hour customer service department at ###-###-####Thank you

Thank you for bringing Ms***’s complaint to our attention
Ms*** is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular
speeds of up to Mbps download and Mbps uploadsPursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on February 16,
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 termThe 24-month minimum service term begins upon the installation of the serviceViaSat does not provide a trial period of any length for the service
Our records show Ms*** ordered service through ***, an authorized third-party seller of ViaSat, on February 2, 2017, and the service was installed at her home on February 16,
ViaSat charged Ms*** $in monthly service fees on February 20, 2017, but the payment failedSubsequently, on February 25, 2017, her account was suspended for nonpayment of serviceMs*** called ViaSat on February 27, regarding the status of her account, at which time she was informed of ViaSat’s billing process and payment scheduleMs*** made a one-time payment for the balance due, and the ViaSat representative resumed her account
On March 8, 2017, Ms*** called ViaSat to disconnect service because she’d found another internet service provider and was dissatisfied with the cost of monthly serviceThe ViaSat representative offered Ms*** a discount of $off her bill per month for months if she retained service, but Ms*** declinedAt this time, the ViaSat representative reminded Ms*** of the 24-month minimum service term and early termination feesMs*** advised that she would call back at a later time to disconnect
AS resolution to this complaint, ViaSat will agree to waive Ms***’s early termination fees in full if she disconnections prior to March 20, 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 UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
If she would like to move forward with the disconnection of her service, she may call ViaSat’s 24-hour Customer Service Department at *** in reference to ticket no***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention Our records show, Ms*** contacted ViaSat on August 77, to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was advised on the disconnection process including the equipment return
policyPer her request, Ms***’s disconnection was processed on August 17, The Customer Agreement provided to each new customer, and signed by *** *** on January 28, 2017, and also available at exede.com/legal, states customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesA *** box with a prepaid return shipping label was to be delivered to Ms***’s home address on within a week of disconnection, and it included return instructions On October 1, 2017, as the equipment had not been returned, ViaSat charged Ms***’s payment method on file $ On October12, 2017, Ms*** contacted ViaSat to request a refund for this charge as she had not received the lease equipment recovery kit prior to the chargeAs a gesture of good faith, the ViaSat representative escalated a request to have a new shipment sent to Ms*** As a gesture of good faith, and due to the issues Ms*** has experienced regarding the receipt of the lease equipment recovery kit, ViaSat will agree to refund the $collected for the equipment lease feesThe refund of $was issued to the payment method on file and should be received by Ms*** within three to five business days Thank you for the opportunity to reply

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 Data Allowance Policy, the 24-month minimum service commitment, and the early termination feesEach of these points
are also addressed in the customer agreement signed by Mr*** on August 29, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service. Customers are informed at the time of sale that ViaSat’s service may not work well with gaming and VPN applications. In addition, Section of the Customer Agreement signed by Mr*** on August 29, 2016, clearly states, “Please note the following limitations applicable to the use of the Service: If you are receiving the Service through a WildBlue Plan, VOIP services may not work. Live multiplayer games over the Internet may have very poor performance with the Service. Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service. Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr***’ needs or expectationsDue to the time the account has been active, ViaSat is willing to waive the early termination fees should Mr*** wish to disconnectMr*** will need to call customer service at ###-###-#### and reference ticket number *** to have the account disconnected with the fees waivedAt this time Mr*** will be read the disclosures and will be responsible for sending back two pieces of equipment using a prepaid shipping label and boxThis will be explained at time of disconnectionThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe $charge on the account came from the early termination fee charge*** *** had the account disconnected with just under month remaining on her contract so the
charge was pro-rated from the $to $At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by *** *** on May 22, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfactionIn order to arrive at a resolution ViaSat has removed *** *** from collections and the $balance has been credited of* *** now has a $balanceThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/26) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedWhen the call was first made to ViaSat regarding the non-working modem ViaSat scheduled a service call but our office
was unable to contact the customer so the job had to be rescheduledThe job was rescheduled for July 2, 2015; however, ViaSat placed an urgent order notification for the customer and listed two contact numbers of XXX-XXX-XXXX and XXX-XXX-XXXX which on June 25, our office tried to reach both numbers with no contact so two voicemails were left stating we could get Mr*** scheduled for June 26, At this time Mr*** can contact the office back and schedule for a tech to go out and fix the issue or ViaSat is willing to waive the early termination fees from the account and issue a refund of $for the month of JuneMr*** will still be responsible for sending back the equipment using a prepaid shipping label and box supplied by ViaSat once the account is disconnectedIf Mr*** wishes for a tech to come out to remove the tria from the dish and disconnect the modem there will be a $service call charge for that and Mr*** will still be responsible for sending back the equipment as the technician will not take it with himThe dish stays on the roof and ViaSat does not ask for that back if Mr*** wishes to have that removed that will be on his own termsMr*** can contact customer care directly at XXX-XXX-XXXX and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond