ViaSat, Inc.

Initial Business Response /* (1000, 7, 2015/09/09) */
Thank you for bringing Mr***'s complaint to our attention
In response to this complaint, a member of ViaSat's Consumer Affairs Department reached out to Mr*** on September 9, to discuss his concernsDuring this conversation, it
was agreed upon that if Mr*** setup service through an authorized local dealer in his area, ViaSat would honor the promotion of the Liberty GB service plan at $for the first three months of serviceMr*** also agreed to forward the screenshots of the websites he visited for ViaSat's review, and will be calling the Consumer Affairs representative once he has setup an account with ViaSat so the promised credits can be applied
We apologize for any frustration Mr*** *** have experiencedThank 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***’s complaint to our attentionWe apologize for any confusion he may have experienced
Our records show the account in question was created on April 16, and installed on April 17, Regarding the account set up, it is ViaSat’s policy to only set up an
account in the person’s name who is requesting serviceA credit check is performed on the customer requesting serviceViaSat had no knowledge that it was not Mr*** requesting serviceWe apologize for any frustration or confusion he may have experienced in regards to this issue
A call from Mr*** was received on June 2, regarding the account, at which time he advised that the contact email address on file was incorrectAs Mr*** was unable to verify that he was authorized to make changes to the account, the ViaSat representative could not move forward with updating the email address and he was asked to call back once he could verify the account
On June 11, 2015, the account was suspended for nonpayment from a failed monthly service fee of $ViaSat attempted to collect on May 20, ViaSat attempted to collect this amount two more times before the account was disconnected for nonpayment on August 11,
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 termThe Customer Agreement also advises that subscribers are required to return ViaSat’s modem and transceiver within days after the account disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection
Our records show Mr***’s electronic signature on the Customer Agreement dated April 17,
On August 20, 2015, ViaSat charged Mr*** $for his early termination fees ($299.03), plus the existing balance due ($60.75)This payment failedOn September 20, 2015, ViaSat charged Mr*** $in unreturned equipment feesThis payment also failed, and the balance was added to the existing amount due, creating a total of $This balance due was sent to outside collections on October 5,
ViaSat received a call from Mr*** on February 18, regarding the collections balance, at which time he advised that he had not created the accountThe ViaSat representative attempted to explain ViaSat’s Fraud/Identity Theft process to Mr***; however, Mr*** ended the call before the representative could provide the information
As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waivedThis request has been escalated as of February 22, Mr*** should be advised that it may take 7-business days for the request to be processed
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/07/23) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding regarding the billing process for ViaSat's service
The Customer Agreement signed by Mr***'s June 19, 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
Section of the Customer Agreement authorizes ViaSat to automatically withdraw from Mr*** payment method on file for ViaSat's servicesViaSat collected the activation fee of $on June 16, 2015, and $for the monthly servicesOn July 20, ViaSat collected $for the monthly services which included the prorated charges of $as Mr*** upgraded his package from ViaSat 10GB to ViaSat 25GB
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr***, and it is also available at exede.com/legalPursuant 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 files
Mr*** contacted ViaSat's customer service department on July 21, to discuss the data allowance policy, and the process for disconnecting his accountDuring his conversation with ViaSat's customer service representatives, Mr*** was offered options to assist with the data allowance policy; however, Mr*** was adamant about disconnecting his ViaSat account
ViaSat does not agree to refund Mr*** all charges collected from ViaSat's, but as a gesture of good faith ViaSat will refund Mr*** unused services of $The refund of $will be issued to the payment method on file on July 23, and should be received in three to five business daysHowever, ViaSat does not agree to refund for the monthly charge of $collected on June 20, or waiver of the early termination fees
The Customer Agreement states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond

Thank you for bringing Ms***’s response to our attention As per our previous response, Ms*** ordered her Viasat service through our Online Order Entry functions on November1, and did not contact Viasat’s sales departmentWe apologize for any misinformation Ms*** believes she received as the information about the Unlimited plans is available for our customers to go over when ordering online Also per our previous response, Ms***’s been explained to on numerous occasions that her plan is unlimited and may be prioritized behind other customers who have not exceeded GB’s of once she has exceeded GB’s of data during peak times Once again, Viasat feels that all appropriate information has been given to Ms*** regarding her Unlimited Data Silver service planAs such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her service If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respondTell us why here

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe 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 customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by *** *** on June 27, 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 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 areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat 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 signed by *** *** on June 27, 2016, 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 order to arrive at a resolution ViaSat is willing to let *** *** out of the contract with no early termination fees; however, there will be no refunds issued as the service was being used*** *** can contact customer care at ###-###-#### when he is ready to disconnect the account and reference ticket number *** and have the disclosures read to himThank you for allowing ViaSat the opportunity to respond Tell us why here

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

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

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,
*** ***

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, ***
*** ***

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 *** *** 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

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 our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement signed by Ms*** on February 17, and available at exede.com/legal authorizes ViaSat to charge a credit card or initiate elect***ic
funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees
Our records show Ms*** called ViaSat on February 18, to update her payment methodIt was stop-dated in ViaSat’s systems on September 30, Ms*** called ViaSat on October 1, to make a one-time payment of $towards a balance due of $During this conversation, Ms*** also updated her payment method so she could have a service call ordered to have her modem replacedViaSat has no record of Ms*** requesting that the method of payment be removed from her account
On January 26, 2016, Ms***’s account was disconnected for nonpayment of an amount of $for failed monthly service fees from June 20, to January 20,
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 The Customer Agreement also states that customers are responsible for returning ViaSat’s modem and transceiver within days after the disconnection of the accountFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after disconnectionCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
On February 20, 2016, Ms*** was charged $in early termination fees for the Exede Internet service, in addition to the aforementioned balance dueThe payment failed, creating a balance due of $
ViaSat was advised on April 7, that Ms*** had not returned ViaSat’s modem and transceiverSubsequently, on April 20, 2016, ViaSat charged Ms*** an additional $in unreturned equipment fees and early termination fees for the Exede Voice service, creating a total balance due of $This amount was successfully collected by ViaSat on March 20,
Between March 26, and April 10, 2016, Ms*** called ViaSat times regarding the charge to her account, advising that the payment method used was for her son’s disability benefitsOn multiple occasions, Ms*** was advised that the charge was valid and that she would have to fax in valid documentation showing that the payment method had been issued by the governmentViaSat has not received any documentation from Ms***
Ms*** returned the ViaSat modem and transceiver on April 7, On April 8, 2016, Ms*** received a refund of $for the unreturned equipment fees
In order to come to a resolution regarding this complaint, ViaSat will issue a refund for the remaining $that Ms*** paid on March 20, However, as this is a valid charge, the amount will remain on Ms***’s account as a balance owed to ViaSatIf Ms*** does not make a payment for the amount, her account may be sent to outside collections
A refund for $has been issued to Ms***’s account as of April 12,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Upon receipt of Ms***'s complaint ViaSat attempted to locate her account with the
information provided; however, we were unable toIf Ms*** could provide the account number, the name as it appears on the account, or the phone number as listed on the account, ViaSat will be able to better assist in resolving her complaint
Thank you

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on May 30, and available at exede.com/legal, advised that customers are responsible for returning ViaSat’s
modem and transceiver (also known as the TRIA) within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesA UPS box with a free return shipping label is delivered to a customer’s home address, or an alternate mailing address of their choosing, within a week after her disconnection, and includes illustrated instructions on what equipment they will need to return
Our review of Ms***’s February 24, disconnection call shows that she was accurately advised of and agreed to the return policy of ViaSat’s modem and transceiverDuring this conversation, Ms*** requested that the UPS box be shipped to her new locationUnfortunately, the ViaSat representative failed to put this request in properly, and the UPS box was delivered to the address ViaSat has on file for Ms*** *** *** *** *** ** ***) on February 29,
Ms*** contacted ViaSat on March 15, because she had not received the UPS box to return the equipmentAt this time, responding ViaSat representative advised her to contact ViaSat’s Customer Service department for further assistanceViaSat received a call from Ms*** on March 23, 2016, at which time a request was escalated to have a second UPS box shipped to her new address (*** *** *** *** *** ** ***)The box was delivered to Ms***’s home on March 31,
On April 1, 2016, ViaSat charged Ms*** $in unreturned equipment fees, but the payment failedOn April 18, 2016, the account was sent to outside collections
Ms*** called ViaSat on April 28, regarding the unreturned equipment fee, advising that she’d returned the modem but did not have access to the transceiverWhen she requested a service call so a technician could remove the transceiver from her former home, Ms*** was accurately advised that the service call would be associated with a $charge and that she would still be required to return the transceiver as the technician would not do so for herMs*** ended the call
ViaSat received Ms***’s modem on April 30,
ViaSat will agree to waive $from the collections balance for the return of the leased modem; however, as Ms*** was advised at the point of disconnection that the transceiver would also need to be returned, ViaSat does not agree to waive the unreturned transceiver balance of $until it has been returned
If Ms*** requires a service call for assistance in removing the transceiver, it will be associated with a $charge and she will need to be present for the service callMs*** will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this pieceShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label
Thank you for the opportunity to respond

Thank you for bringing Ms***s complaint to our attention
The Customer Agreement provided to each new customer 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
Each customer has access to Viasat’s Customer Agreement at exede.com/legalNew customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms***s electronic signature on the Customer Agreement dated March 13,
Ms*** ordered service through a local Viasat dealer on March 9, 2018, at which time she elected the 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
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period while receiving the Unlimited Data Bronze service plan, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
The service was installed at Ms***s home on March 13, On March 29, 2018, Ms*** called Viasat because she was experiencing slow speeds, at which time she was advised she’d exceeded the GB threshold and was receiving lower priority on the network, as described aboveThe Viasat representative reviewed the Unlimited Data Policy and the service plan details with Ms***When Ms*** expressed interest in disconnecting, the Viasat representative reminded her of the Customer Agreement and 24-month minimum service term, and offered to transition her service plan to one that would better meet her needsMs*** advised she’d call back another time
As resolution to this complaint, Viasat will agree to waive Ms***s early termination fees in full if she disconnects prior to April 16, Ms*** will be 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 AgreementA 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, Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 6, 2015/09/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have caused herAt the time of sale customers are made aware of ViaSat's Data Allowance Policy and how to access their usage meter
on their myexede home pageWe apologize if Ms*** feels this information was not communicated to her satisfactionAt this time ViaSat does not provide a daily, weekly or monthly break down of exactly what Ms*** is using her service forViaSat offers each customer the opportunity to track their usage at myexede.com this will allow the customer access to their current usage but will not break down the actual usageMs*** is welcome to contact customer service at any time XXX-XXX-XXXX to discuss a breakdown of the usage, but again this will only show certain informationWe apologize and ViaSat is looking into future improvements regarding the data usage breakdownThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe this business is falsifying my data usage If I can't see the data usage breakdown myself, I will not be convinced otherwiseTheir data meter is a pie chart showing how much data has been used but not what it was used on The business did tell me how to view my data but did not explain I will never be able to see for myself the breakdown of how it was used
As I stated in my complaint, my family has decreased our internet usage to almost nothing and still get the same results month after month I pay a lot for their service and expect to see what my money is buying me
If it was just me with this complaint against this business it would be one thing but I have heard from others the same complaintsAlso, this business' policy is to share my data usage information with a third party but not me, the customerI think if they can do that, they can "share" it with me
At the very least, they should change their advertising for the plan I'm on to "you can't do very much with 10gb, might as well spend another $a month and get our biggest plan" Because they lead you to believe you can be on facebook and download short 1-minute videos, or surf the web and 10gb will be plenty of data
Final Business Response /* (4000, 10, 2015/09/30) */
Thank you for bringing Ms***'s response to ViaSat's attentionWe apologize that Ms*** feels the way she does regarding the services she has purchasedAt this time ViaSat cannot provide Ms*** with a breakdown of the usage unless she decides to call customer service a call at XXX-XXX-XXXX and authorizes the agent to discuss the usageWe apologize for any inconvenience this has causedThe meter that ViaSat provides to each and every customer is accurate and ViaSat stands by their usage meterIf Ms*** feels the service will not meet her needs or expectations ViaSat is willing to let Ms*** out of contract with no early termination feesThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced
The Customer Agreement provided to each new subscriber, signed by Ms*** on May 28, and also available at
exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termThe early termination fees are a total amount of $a month per remaining month in a customer's 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 termIn addition, Section of the Lease Addendum, located in the Customer Agreement, also advises that customers are responsible for promptly advising ViaSat if they are experiencing any issues with the equipment or service
Our review of Ms***'s account shows that her modem has been offline since July 27, Ms*** did not notify ViaSat that she was experiencing an issue until August 2, At this time, a ViaSat guided Ms*** through troubleshooting, after which it was determined that a service call would be required to resolve Ms***'s issuesA complimentary service call was ordered and scheduled for the morning of August 6, On August 3, 2015, Ms*** received a downtime credit of $for her issues
On August 6, 2015, ViaSat's technician went out to Ms***'s home, at which time it was determined that her services were not working because her outdoor equipment (satellite dish, transceiver, etc.) had been removed by another ISPMs*** was made aware of this situation by the technician, and advised that she would contact the new ISP regarding the lost equipment
Regarding her issues with accessing her work files, ViaSat 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."
ViaSat does not agree to waive any portion of Ms***'s early termination fees of approximately $if she moves forward with the disconnection of her accountMs*** will be responsible for returning ViaSat's modem and transceiver within days of her disconnection, or she will be charged 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 illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Ms***'s 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 electronic customer agreement signed by Ms*** on January 14, We apologize if Ms*** feels these points were not communicated to her satisfactionIn section of the customer agreement, ViaSat has authorization to collect payments from the payment method on file including service charges, early termination fees, and unreturned equipment feesViaSat offered to send a technician to Ms***'s home to correct the issues she was experiencing; however, Ms*** opted not to have the technician comeViaSat has denied the early termination fee waiver as Ms*** would not allow a technician come to try to correct any issues she may have been experiencingAt this time the early termination fee will remain valid and no refund will be issuedThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel like the business's response was incompleteThe reason I did not want a technician to come to my home was because of the experience I had with the first techHe did not arrive in the time that the company set up, and he was there until almost midnight, climbing on my snowy roof in the darkThis safety issue was also not addressed by the businessI do not feel this is acceptable and I do feel that it is a valid excuse for not wanting a tech to come to my home againAt this point, I still strongly feel I am deserving of a refund of the early termination fee
Final Business Response /* (4000, 9, 2015/08/27) */
Thank you for bringing Ms***'s response to ViaSat's attentionViaSat apologizes for the experience Ms*** had with her initial installationViaSat has the ability to reassign technicians and make sales channel changes that the customer can receive a different technicianWhen ViaSat offered Ms*** the option for a technician to come to the home to check on the issue, she declinedAt that time ViaSat advised Ms*** that the early termination fees would be valid if she disconnected the serviceAs for the safety of the technician, each technician is trained extensively to know when and when not to do an installation on a home, had the technician felt that there was any safety concerns he could have opted to reschedule the installationIn order to arrive at a resolution ViaSat is willing to issue a refund for half of the early termination feesA refund of $has been issued back to the payment method today and Ms*** will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond