ViaSat, Inc.

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

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

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

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, 2015/08/07) */
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, 2015/07/27) */
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

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

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

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,
*** ***

(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 Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Between October 27, and November 11, 2016, Ms*** contacted ViaSat on twelve separate occasionsDuring Ms***’s
conversation with a ViaSat representative on November 8, 2016, she was educated that a new shipment would be sent to her homeA goodwill credit as applied to Ms***’s account for the cost of the monthly voice services ($25.00) On November 14, 2016, a new ATA should have been shipped and received by Ms***If she did not receive the ATA, please have her contact ViaSat’s 24-Hour Customer Service at ###-###-####As Ms*** received a credit for the monthly services related to the Voice services, ViaSat believes her complaint has been resolved 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

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

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

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

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,
*** ***

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 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,
*** ***

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