ViaSat, Inc.

Thank you for your responseWe will agree to disagree with your company qualified responsesWe know what we were fraudulently and misinformation was told by the Excede sales repsWe were told AT Any time we could upgrade to the Gold package after a trial with the silver package and that our monthly lease charges covered and parts and labor for equipment..We will report to our attorney general in Virginia our claim and will not whatever fees you claim we owe cause the companies failure to uphold your options that was expressed to us by your rep
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was not informed of the promotion about the flyer until I was already set up on services and my bill was changed without my knowledgeI have not been with the company for even months for them to apply the amount for the phone service which I again was not informed about as well I also oppted out of automatic bill pay on my account because every time I looked at my bill it was a different amount than agreed upon The flyer never reflected on it that you had to be a direct tv customer to qualify for the promotion and I was not informed until they already billed my account Every time I tried to fix my account the staff always tried to remind me what my bill was even though I stated I understood what they were trying to bill me but that because of lack of communication between support staff and the company my bill NEVER refelected what was promised to me .
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/14) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced
The Customer Agreement signed by Ms*** on September 13, (available at exede.com) states that ViaSat does not guarantee
the service will be uninterrupted or error-freeService *** be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gateway
Our records show Ms*** contacted ViaSat on March 18, because she was experiencing a connectivity issueDuring this conversation, it was determined after troubleshooting that a service call would be required for a technician to resolve Ms***'s service issuesOur records show the ViaSat technician went out to Ms***'s home on March 23, 2015, as scheduled, but Ms*** was not homeBetween March 23, and April 23, 2015, the ViaSat technician attempted to contact and go to Ms***'s home several times to resolve her issues to no avail
ViaSat had no contact from Ms*** until *** 18, 2015, when she called to have her service moved to a new addressDuring this conversation, Ms*** advised that she had not had service for two months, at which time she was offered a credit of $139.98, which she acceptedWhen Ms*** was advised that she would be required to sign a new 24-month minimum service term to transfer her service to a new location, she decided against moving forward with the process and requested the disconnection of her accountBecause she disconnected her account, the pending credit of $was cancelled
On *** 21, 2015, a technician went out to Ms***'s home to assist her with the uninstallation of the equipment
The Customer Agreement also 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 termIt also advises that subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnection, or they will be charged an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box, return shipping label, and illustrated instructions within a week after an account disconnection for the return of this equipment
On June 16, 2015, ViaSat charged Ms*** $in early termination feesAs there was no payment method on file, though, no payment was collectedViaSat was alerted on June 24, that Ms*** had not returned her modem or transceiver
Ms*** contacted ViaSat on July 15, to advise that she had never received the UPS box and that the technician had taken her transceiverAt this time, the ViaSat representative advised Ms*** that ViaSat would waive the fee for the transceiver on the contingency that the modem was returnedMs*** agreedMs*** was charged $in unreturned equipment feesOnce again, no payment was collected and the amount was added to the existing balance dueMs***'s account was sent to outside collections on August 3, for an outstanding balance of $523.50; ViaSat received her modem on August 11,
ViaSat does not agree to waive the entire balance of $in full; however, in order to come to a resolution regarding this complaint, ViaSat will waive the unreturned equipment fee of $300.00, as well as waive $from her early termination feesThis will leave Ms*** responsible for a balance due of $in early termination fees
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 12, 2015/09/03) */
As of 9/2/Viasat ticket number XXXXXXXX interaction number XXXXXXXX regarding my conversation with a very helpful man named Nate Viasat is claiming I will be issued a refund check for and it should reach me by no latter than 9/16/I will inform you if the check is not issuedI will not be satisfied until Viasat clears this debt infullThank you

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she *** have experienced with ViaSat
The Customer Agreement states that ViaSat does not guarantee the service will be uninterrupted or error-free
Service *** be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayThe Customer Agreement also 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
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 customersOur Data Allowance Policy 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 usageThis means that certain web pages and online applications will take significantly longer to load and some services will not be useableThe 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
Our records show Ms*** ordered the ViaSat service on August 3, through an authorized ViaSat dealer in her areaMs*** selected the Exede Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with unlimited access to web browsing and email, and GB of data for all other online trafficUnder the Exede Evolution plan, accessing web pages and email will generally not count towards a customer's monthly data allowanceHowever, all other internet usage will count toward the monthly data allowance, including internet activity embedded in web pages or email, streaming video or audio media, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than MBsIf the customer uses 100% of their 10GB monthly data allowance, access to the Internet *** be slowed and restricted pursuant to the Data Allowance Policy
ViaSat was contacted by Ms*** on August 7, because she was experiencing slow service speeds, at which time she was advised that she'd exceeded her monthly data allowanceDuring this conversation, Ms*** claimed that she had not been advised of ViaSat's Data Allowance Policy at the point of sale, and would call back to disconnect once she had found another service provider
ViaSat received another call from Ms*** on August 10, 2015, at which time she requested the disconnection of her accountAt this time, Ms*** was advised of the Customer Agreement, 24-month minimum service term, and early termination feesThe ViaSat representative offered Ms*** a free service call, which she acceptedAs Ms*** ordered service through a local selling and installing dealer, she was advised to schedule the appointment with him directlyMs*** also advised at this time that she'd been under the impression that she would be receiving AT&T's service
In consideration of the short term Ms*** has been a ViaSat subscriber, ViaSat is willing to waive her early termination fees in full if she disconnects service prior to September 8, ViaSat will also issue a refund for the payment of $she paid on August 8, for monthly serviceA refund for this amount has been issued to Ms***'s account as of August 13, Ms*** should be advised that it *** take 3-business days from the issue date for her to see the amount deposited into her account
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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
We apologize for any frustration Ms*** *** have experiencedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/14) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement provided to each new subscriber, signed by Ms*** on August 7, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Ms*** contacted ViaSat on August 10, to disconnect her account because her monthly data allowance was not going to meet her needsDuring this conversation, the ViaSat representative erroneously advised Ms*** that her early termination fees would be waived because of her short term as a ViaSat customer, and escalated the necessary request before processing the disconnection of Ms***'s accountAs ViaSat does not, in fact, waive early termination fees for this reasoning, the waiver request was rejected on August 8, Subsequently, on September 8, 2015, ViaSat charged Ms*** $in early termination fees
In order to resolve this complaint, ViaSat has issued a refund of $for the early termination fees to Ms***'s payment method as of September 14, Ms*** should be advised that it *** take 3-business days from the issue date for her to see the amount deposited into her account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We received our refund in full

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 agree to have the LIBERTY 18gb #*** *** *** account canceled along with the voipAs of today (2/19/2016) the #*** has not ported overWe will maintain and keep the account with the LIBERTY30gb #*** *** ***, as we have no problems with this dish package as of yet
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the following points at the time of sale
We apologize if these points were not communicated to Mr*** at the point of sale.Our records show Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease 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, and signed by MsKatrina *** on March 28, 2018, 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 term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 29, 2018, Mr*** contacted Viasat in regards to his welcome email, which all new customers receive after service is installedHe stated that the email advised him that his service plan price would increase to $after the first three months of service, when he had been advised by his Viasat authorized dealer that the service plan price would be $before taxes and fees with no increasesWe apologize for any misinformation Mr*** might have received, and for any inconvenience it may have caused himThe Viasat representative assisted Mr*** by offering him a credit of $for the next six months, or a waiver of early termination fees should he choose to disconnectMr*** stated that he would contact later with his decision.On March 30, 2018, Mr*** contacted Viasat to request a disconnection of his services due to the misinformation he receivedThe account was successfully disconnected the same day and a request was placed for the waiver of early termination fees, which was successfully processed on March 31, 2018. At this time, Viasat feels that all appropriate actions have been takenMr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he 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 his home address within a week after his disconnection, and it will include return instructions.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at ***Thank you for the opportunity to respond

ViaSat stands behind its previous responseAdditionally as of April 30, 2016, Ms***’ relocation of her ViaSat system was completedGiven the previous credits applied to her account, and that the system has been relocation, ViaSat believes Ms***’ complaint has been resolvedThank you!

(The consumer indicated he/she DID NOT accept the response from the business.)
I want an apology for all the rudeness and being hung up on twiceNone of the above was explained to me, and couldn't of been a payment, because the payment was And they better not charge me ever because they were canceled and by them making that statement they still,have no idea what they are doig

Complaint: ***
I am rejecting this response because:I filed a complaint on 6/11/and was told I wasn’t going to be charged the cancellation fee of $and low and behold my credit card was charged for this amount on 6/
Sincerely,
*** ***

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, Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large 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 soViaSat understands that the service is not going to meet *** *** needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account*** *** bill cycles on the 28th of every month so he will want to contact customer service at *** on July 27, and reference ticket number *** to have the account disconnectedThank you for allowing ViaSat the opportunity to respond

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

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** was installed on April 12, ViaSat has one phone call from *** *** on July 7, stating that she wanted to disconnect the account because they cannot
use itShe states that every time it rains the service goes outDuring this call the account was in a non-pay suspension and *** *** was advised that the account cannot be disconnected until the bill was paid and the service was resumedViaSat understands that the service is not meeting Mror *** ***’s needs or expectationsIn order to arrive at a resolution ViaSat will provide two options for *** ***Option number one is that ViaSat can send out a technician free of charge to see if the issues that *** *** is experiencing can be fixed and option number two would be to allow *** *** to disconnect the account with the early termination fees waived*** *** can contact Customer Care at *** and reference ticket number *** with whatever option he decides Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement
prior to service installation. Pursuant to the Customer Agreement, signed by Mr*** *** on February 13, 2015, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The Customer Agreement states that Viasat does not accept notice of termination via email.Mr*** was responsible for returning Viasat’s modem and transceiver within days after disconnection, or he would 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 should have been delivered to his home address within a week after his disconnection, and it includes return instructions.Mr*** first contacted Viasat in regards to disconnecting his services on September 17, At the time, he attempted to email Viasat’s support team in order to do so, and was advised to contact Viasat’s Customer Care department via phoneNo contact was received.Mr*** emailed Viasat on October 5, 2015, again to request the disconnection of his servicesThe Viasat representative assisting Mr*** advised of contacting Customer Care and its hoursNo contact was received from Mr***. On October 6, 2017, Mr*** emailed Viasat to advise that he had believed this account to be closed out, and was again advised that he would need to contact Customer Care to disconnect his account.On November 30, 2017, Mr*** contacted Viasat to request disconnection of his servicesThe Viasat representative assisting him advised that a request could be made to refund the charges he had received since September 2016, as well as a request to waive the equipment chargesBoth requests were correctly denied, per Viasat policy. On January 16, 2018, Mr*** was charged $for failure to return his leased equipmentMr*** contacted Viasat to advise that he had been charged the amount, and stated that he had already returned the equipmentThe Viasat representative escalated a request to have the amount refunded, which was correctly denied due to showing no equipment as returned. At this time, Viasat does not agree to refund the $charged for failure to return Viasat’s equipment, nor does it agree to refund the months of charges incurred to Mr***Viasat believes that all proper actions have been taken in regards to Mr*** accountIf he has any further questions or concerns, he may feel free to contact Viasat’s 24-hour Customer Care at ###-###-####.Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/24) */
Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedIt is ViaSat's policy not to refund for unused servicesWe apologize that Ms*** was charged on the same day she
disconnectedIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms*** today June 24, and she will see that within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would understand still charging if I cancelled my service mid billing cycleI cancelled my service on my bill dateNo service was used or offered in the new month I was charged forNot to mention the additional that was just charged againThank you for doing the right thing ans refunding the charge

Initial Business Response /* (1000, 5, 2015/09/30) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
ViaSat does not recommend certain VOIP services 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 *** not work well with gaming, VPN applications, or VOIP services In addition, Section of the Customer Agreement signed by Mr*** on January 30, 2015, clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services *** not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans Real-time or "twitch" online gaming activities *** experience performance degradation over the network, including latency effects VPN applications *** not perform or *** perform poorly and are not recommended."
Mr*** contacted ViaSat on several occasions in February regarding his servicesDuring his conversations with ViaSat's customer service representative, Mr*** was advised that the Vonage services were not recommended with ViaSatMr*** contacted ViaSat's Customer Service Department on February 19, to requested the disconnection of his ViaSat accountDuring his conversation with the ViaSat customer service representative, Mr*** was advised of the early termination fees that would apply should he move forward with the disconnection of his account per the Customer AgreementMr*** ultimately hung up on ViaSat's customer service representative as he did not agree with the early termination fees
Therefore, Mr***'s ViaSat account remained active as he did not agree to the disconnection of his account per the early termination feesSubsequently, ViaSat continued to attempt to collect Mr***'s monthly payments to no availability until August as his account was disconnected due to non-paymentOn September 16, Mr*** once again contacted ViaSat's customer service department to discuss the current balance owedAt that time, Mr*** informed the representative that he was unwilling to return the leased equipment as he was promised a refund of charges collected previously by a third partyHowever, the representative advised Mr*** that the third party did not have authority to advise of a refund owed to him as the fees were not collected by ViaSat, and they are not a direct employee of ViaSat
In order to bring the complaint to resolution, ViaSat will agree to pull Mr***'s account from the collections process upon receipt of the leased equipmentViaSat will agree to send prepaid boxes and labels to his home for returnPlease advise if Mr*** agrees to this resolutionViaSat, however, will not agree to refund the $Mr*** is requesting as this charge was not collected by ViaSat and all other charges collected by ViaSat have been issued back to Mr***
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told in person that Exede (ViaSat) would work with no problems with vonage, It never worked, even after three attempts of their repair people coming outThey are the ones who broke my equipment and when I told them this they told me to call their Sales Manager "Steve Manuser" he said to hire a company to take care of the issues that they caused and they would reimburse meI did what I was told to do by Exedes Sales Manager; if you have a problem with this then you need to take it up with him, but are still responsible for your employees, I sent them the invoice with the proof of the damage that Exede caused to my equipmentI want to be reimbursed for that amountNot only do I want the case pulled from the collection process, I want the bill to be zeroed out, not just pulledI will send back the equipment as I said earlierWhy should I have to pay for a service that never worked, you break my equipment tell me to have some one fix it and send them the bill, which I did and now you say you won't pay
Final Consumer Response /* (4200, 11, 2015/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ViaSat broke and or disconnected my equipment when installing their equipment that never worked in the first place how could you invoiceI made several attempts in phone calls to your service department to fix the problems that I already have told you aboutI will attached the invoice proving the damage caused
Final Business Response /* (4000, 13, 2015/10/20) */
ViaSat understands Mr***'s position; however, there are no notes to indicate this conversation with MrManuserAs Mr*** states that MrManuser informed him to hire a company to take of the issues he was experiencing, Mr*** will need to contact MrManuser regarding these chargesViaSat did not collect these fees nor advise to contact an outside company; therefore, we are unwilling to issue a refund for this chargeAll others fees as previously stated have been removed from the collections processThank you

Initial Business Response /* (1000, 5, 2015/07/27) */
Thank you for bringing MsKatz-***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat
The Customer Agreement, signed by Todd ***, the account holder, on June 26, and available at
exede.com/legal, states that ViaSat will not provide a prorated refund for any prepaid fees, regardless of when an account is terminatedCustomers are reminded of this when they elect to disconnect their service with ViaSat
Our records show ViaSat charged Ms*** $for monthly service on June 28, ViaSat received a disconnection request from Mr*** on June 29, 2015, at which time he was advised that ViaSat would not prorate his bill or issue him a refund for the payment he'd made the day priorThe ViaSat representative suggested to Mr*** that he leave his account active until the end of his paid bill cycle, but Mr*** declined and the representative moved forward with the disconnection of the account per his request
ViaSat received a call from Ms*** on July 22, regarding the June paymentDuring this conversation, Ms*** advised that she had been expecting a refund, at which time she was advised that ViaSat did not provide a refund for unused services, per the Customer Agreement
Regarding her assertion that the speed of the service did not meet her needs, ViaSat's speeds are advertised as being up to Mbps for download and up to Mbps for uploadAt the point of sale, customers are advised that the service speeds are not guaranteed and may vary; this point is also addressed in the Customer AgreementDue 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 activityOur review of the account shows that ViaSat was never made aware of any issues Mror Ms*** *** have experienced with the speed of their service
In order to come to a resolution regarding this complaint, ViaSat will issue a refund for $to the payment method on file for Ms***This refund has been issued as of today, July 27, Ms*** should be advised that it will take 3-business days from the issue date (July 27, 2015) for her to see the amount deposited into her account
Thank you for the opportunity to respond

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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement, signed by MrChris *** on March 10, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time
to time for various reasons, including inclement weather at a customer’s home or their service gateway.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 software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s Voice service plan at $monthly, Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.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, 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.On March 10, 2018, Mr*** contacted Viasat to state that he was experiencing slow speedsThe Viasat representative assisting Mr*** determined that he was experiencing a weather outage, which would affect his internet services. On March 12, 2018, Mr*** contacted Viasat in regards to being unable to receive phone calls using his Viasat Voice servicesThe Viasat representative assisting Mr*** advised him to reboot his modem and contact back if he continued to experience the problem. Mr*** contacted several times in regards to slow speedsMr*** was advised that he had reached his data threshold, and that due to this, his data usage could be prioritized behind that of other customers’A Viasat representative advised him that if he was still experiencing these problems outside of peak hours, he could contact Viasat for troubleshooting. In resolution to this complaint, Viasat has contacted Mr*** and processed a disconnection of his Viasat services as he requestedViasat has also waived his early termination fees in a gesture of goodwill for any inconvenience he may have experiencedWe feel these actions have adequately resolved Mr*** complaint.Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he 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 his home address within a week after his disconnection, and it will include return instructions.If 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 Mrand Mrs***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Customer Agreement signed by Mr*** on September 20, and available at exede.com/legal, states that ViaSat does not provide a
refund for unused services regardless of when an account is disconnected ViaSat collected $for the monthly services on February 16, On February 22, 2017, ViaSat received contact from Mr*** who requested the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was advised of the disconnection disclosures and equipment return policy ViaSat received contact from Mr*** March 25, 2015, at which time he requested the refund for the unused services from February 16, to March 16, Mr*** was educated by the ViaSat representative that ViaSat does not refund for unused services and that the charges were valid In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Mr*** the unused services of $ per his requestThe refund of $was issued to Mr***’s payment method on file and should be received within three to five business days Thank you for the opportunity to respond