ViaSat, Inc.

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement signed by Ms*** on September 5, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale
Our records show Viassat charged
Ms*** $in monthly service fees on December 8, Viasat received a chargeback from Ms*** bank on January2, 2018, and issued a refund accordingly; however, as the charge was considered valid, it remained due on her accountOn January 8, 2018, Ms*** was charged $in monthly service fees plus the existing balance dueAs no payment was collected, her account was suspended for nonpayment on January 15,
On February 8, 2018, Viasat charged Ms*** an additional $in an Annual Property Tax Recovery FeeThis amount was added to the balance due, creating a total amount of $
Viasat received a call from MrMichael *** on March 1, regarding the status of the accountDuring this conversation, Mr*** expressed that he’d believed the account had been disconnected in October The Viasat representative correctly informed Mr*** that Viasat had not received any disconnection request from him or Ms*** regarding the status of the accountMr*** was also advised that the balance due was considered valid as Viasat had not received any indication that the ***s wanted to disconnect their accountPer Mr*** request, the account was disconnected at this timePrior to this interaction, Viasat had not heard from Mror Ms*** since December 9,
On April 17, 2018, the account was referred to outside collections for further action on the balance due
Regarding her inability to reach Viasat’s Customer Service Department via her phone number, our records show that it is associated with a previous DISH Network wholesale account Ms*** had prior to receiving service directly through ViasatAs Viasat’s Customer Service Department cannot assist wholesale customers, they are redirected accordingly when the call into Viasat with the phone number associated with their wholesale accountWe apologize for any frustration
As resolution to this complaint, Viasat will agree to remove Ms*** account from collections with the balance due waived in full
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to Viasat’s attentionWe apologize for any issues she may have experienced. Viasat collected $for the monthly services on December 4, 2017. On December 4, 2017, ViaSat received contact from Ms*** who requested the disconnection
of her Viasat accountDuring her conversation with the Viasat representative, Ms*** was advised that the disconnection could occur but that she would not be refunded for any unused servicesThe ViaSat representative offered to disconnect her account before her next billing cycle date to avoid any unused services; however, Ms*** requested to disconnect that day On December 6, 2017, Viasat received contact from Ms*** again to request a refund for the unused servicesDuring this conversation Ms*** was educated that that Viasat does not provide a refund for unused services regardless of when an account is disconnected. In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms*** the unused services of $to the payment method on fileThe refund should be received by Ms*** within three to five business daysIf she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

As stated in ViaSat’s previous reply, Ms*** *** was properly educated on the disconnection disclosures, and did not allow ViaSat the proper opportunity to resolve her complaintMs*** ***’s ViaSat account was activated on January 13, and she subsequently requested that it be disconnected on January 26, Again, not allowing ViaSat the opportunity to address any issues with her services as it is related to the Data Allowance Policy Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** *** on January 13, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work.The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset.ViaSat stands behind our previous reply of waiving half of Ms*** ***’s Early Termination FeesAgain, the waiver of the Early Termination Fees was completed on February 16, 2016l; however, ViaSat was unable to collect the balance owed of $for the valid feesIf Ms*** *** fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agency. Thank You!

I apologize for sending this response as it is clearly not for Mr***' complaintPlease see the following response below: Thank you for bringing Mr***’ complaint to our attention. The Customer Agreement, signed by Mr*** on November 8, 2017, advises that customers
are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free return shipping label, and illustrated instructions that is delivered to their home address within a week after disconnecting Our records show that Mr*** disconnected his services on February 8, 2018, at which time he was informed of the disconnection disclosures, including the return of the equipmentViasat was informed on March 6, that Mr*** had returned the modem, but not the transceiver. Due to an error, Mr*** was charged twice for the unreturned transceiver in the total amount of $on March 12, We apologize for any frustration this may have caused him to experience Mr*** called Viasat multiple times the same day regarding the chargeDuring these conversations, it was confirmed that he had returned the modem and had been erroneously charged twice for the unreturned transceiverThe Viasat representative advised Mr*** that a refund request for $had been submitted, and that it would take up to to business days to be processed back to his payment method on file if the refund was approvedOur records show that a refund of $was processed on March 14, back to Mr***’ payment method on file. We apologize for any frustration Mr*** may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***’ complaint. Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.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 Ms*** is currently receiving Viasat’s Unlimited Data Silver Mbps 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.The Customer Agreement provided to each new customer, and signed by Ms*** *** on January 2, 2018, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms. Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On January 5, Ms*** contacted Viasat multiple times in regards to receiving slow speeds while watching a movieA Viasat representative assisted her in troubleshooting her equipment, but determined the cause to be network congestionMs*** was advised to attempt a speed test during non-peak congestion hours and to contact back if there were any further troubles.On January 22, 2018, Ms*** contacted Viasat in relation to slow speedsShe was advised that she had used over GB, and so her data usage would be prioritized as stated aboveMs*** was advised to contact again once her data reset if there were any further troubles.On March 15, 2018, Ms*** contacted Viasat in regards to slow speeds and her Viasat Voice services not workingA Viasat Voice Support representative was able to assist Ms*** in restoring her services, and offered her a $one-time goodwill credit, which Ms*** accepted. On April 12, 2018, Ms*** contacted Viasat with a request to disconnect her services due to her slow speedsShe requested that the disconnection take place with a waiver of early termination feesMs*** was advised that she was being affected by network trafficMs*** did not proceed with the disconnection request, and her services are still currently active. In light of this complaint, Viasat has reviewed Ms*** account for slow speedsMs*** has used approximately GB of her unlimited data usage, with a reset date of May 4, A speed test run on April 13, reveals that Ms*** speeds are experiencing some network congestion, but are still within range of her plan.In resolution to this complaint, Viasat will agree to waive half of Ms*** early termination fees should she choose to disconnectIf Ms*** would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond.

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** 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 Ms*** at the point of sale.The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms*** *** electronic signature on the Customer Agreement dated May 22, 2018. Our records show Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare service at $a month, applicable taxes and a $monthly equipment lease feeDue to the fact that Ms*** ordered her service during a promotional period, she was receiving the following discounts: $off her service plan for the first three months, and a $credit for her EasyCare for the first three months. The Customer Agreement provided to each new customer, 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.Ms*** contacted Viasat on May 22, to state that she had been installed that day, but was now experiencing no connectivityA Viasat representative assisted Ms*** in troubleshooting her service, and determined that a service call was neededThe service call was created that day, and completed on May 31, We apologize for any inconvenience this may have caused Ms***.On June 4, 2018, Ms*** contacted Viasat about her monthly billing that had generated on May 24, in the amount of $Ms*** stated that she was informed she would only pay $Ms*** then requested to disconnect her accountA Viasat representative offered to troubleshoot Ms*** service, as well as to credit a month of service due to the inconvenienceMs*** declined the offers and requested that her early termination fees be waived for misinformation about her Viasat services, as well as a refund of the May 24, billingThe Viasat representative advised Ms*** that her request for an early termination fee waiver had been approvedMs*** accepted the offer, and requested that a lease equipment recovery service call be createdThe Viasat representative assisted Ms*** in creating the service call, and read disconnection disclosures specific to disconnecting the service that dayThe disconnection was successfully processed that dayWe apologize if this is not what Ms*** requested, and for any inconvenience this may have caused. On the same day, Ms*** contacted Viasat again to state that she had requested her cancellation be future dated to take place on June 23, Ms*** requested a prorated refund due to the fact that the service had been disconnected. In resolution to this complaint, Viasat will agree to waive Ms*** early termination fees as well as provide a refund of her first month’s billing in the amount of $Ms*** refund has been processed as of June 6, and should be seen within the next three to five business daysMs*** waiver of early termination fees has also been processed as of June 6, 2018. Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing Mr***’ rebuttal to our attention
As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are required to agree to a new 24-month minimum service term and sign a new Customer Agreement once the service is installed at their new locationIn exchange, ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesViaSat’s early termination fees are $per month for each remaining month in the 24-month minimum service term
As Ms***, the account holder, opted to move her ViaSat service to a new location and agreed to a new 24-month minimum service term, ViaSat waived the early termination fees associated with her services located at *** *** *** ***, ***, ** *** address
Service at Mr***’ new location *** *** *** *** ** ***) was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms***, thus agreeing to a new 24-month minimum service term
Once again, as Ms***, the account holder, was advised of and agreed to the new 24-month minimum service term when she called to move service, ViaSat does not agree to waive the Customer Agreement associated with her Robinson Road, Gulfport, MS address
Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement signed by Mr*** on March 7, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleViasat’s billing dates occur every four
days within a month
The Customer Agreement also 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
Our records show Mr***’s service was installed on March 7, On March 8, 2018, Viasat charged Mr*** $in monthly service fees plus prorated charges based on the installation dateThis payment failed
Between March 8, and March 12, 2018, Mr*** called in several times regarding connectivity concernsDuring this conversations, Mr*** was informed that weather outage over his service gateway was impacting his connectionOn March 9, 2018, a service call was ordered, per Mr***’s requestThis service call was fulfilled on March 13, 2018; however, it was determined and confirmed by the customer that the service was workingMr*** was provided with a total of $in downtime credits during this timeframe
On March 19, 2018, Mr***’s account was suspended for nonpayment of serviceHe called Viasat the same day because he was unable to connect, at which time he was informed of the status of his accountWhen Mr*** informed the Viasat representative of his previous connectivity issues and advised that he had not been made aware of the advanced billing, the Viasat representative offered him a goodwill credit of $25.00, which Mr*** acceptedMr*** advised he would call back at a later time to do soMr***’s account was resumed as a gesture of good will
Viasat received a one-time payment of $from Mr*** on March 20,
Regarding Mr***’s request that his bill be due on April 8, 2018, review of his account shows that his bill cycle occurs on the 8th of each month
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/31) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedMs*** called on July 8, to disconnect her account and at that time requested that the box and label be
sent to a PO Box address, unfortunately boxes and labels cannot be sent to a PO Box addressOn July 9, a ViaSat representative attempted to reach Ms*** to update the address but had to leave a messageOn August 12, ViaSat charged Ms*** $for the non-returned equipmentOn August 21, ViaSat received back Ms***'s equipmentMs*** contacted ViaSat on August 28, to discuss the charges and the refund the ViaSat representative advised that a refund ticket was placed and per the process the refund can take 14-business daysMs*** requested a supervisor and at that time no supervisor was available so a call back request was placedA ViaSat supervisor attempted to reach Ms*** on August 28, but was unable to as the phone number was not taking incoming callsIn order to arrive at a resolution ViaSat has expedited the refund today August 31, and Ms*** will see the refund of $within 3-business daysMs*** can fax her running bank statement showing the overdraft charges caused by ViaSat's charge to XXX-XXX-XXXX and contact customer service at XXX-XXX-XXXX once the fax is sentThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want it known that at no time did anyone attempt to contact me! My number has not changed and has never "not been excepting in coming calls" I want a respresentative of the company to contact me directly!!! It is ridiculous to expect me to sit on hold for another 30+ minutes again!!! I can be reached at XXX-XXX-XXXX or XXX-XXX-XXXX any time from 8am - 5pm!! I will expect that someone will contact me once I send the bank statement showing my over draft fee's and not for me to have to contact them again!!!
I also was not told when I disconnected the service that the box could not go to a PO Box I have had boxes bigger than that send via USPS to my box The Post office just holds it for my pick up So that is just a big fabrication to cover for their error!!!
I have attached my bank statement that can be sent to the company and I will expect the refund of the overdraft fee's that were charged to my account because of their negligence
Also had they expedited the refund I would be able to see it on my bank account as a pending transaction and I do not see that
Final Business Response /* (4000, 9, 2015/09/02) */
Thank you for bringing Ms***'s response to ViaSat's attentionMs*** will not see a pending refund on her account right awayViaSat issues the refund and Ms*** will see the refund back to her account within 3-business days as stated in the previous responseViaSat did receive a spreadsheet from Ms*** showing overdraft chargesViaSat will always request the actual bank statement showing the overdraft charges, but has made an exception to issue a refund back using this spreadsheetViaSat has issued a refund for the $for the overdraft charges today and Ms*** will see this refund within 3-business daysViaSat feels this resolution adequately addresses Ms***'s concernsThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: I honestly feel this is not an ethical way to take care of this matter This company's service is something different than any others we have used in the past and I did not understand this difference when speaking with the Customer Representative I spoke with at the time I ordered their service...and he was a very nice person to deal with I answered his questions and he said he thought the Liberty Plan would be good for my needs With other Internet Services we have used, we always got the same service for the entire time, and I assumed this would be the same I had no idea that the priority time (fast service) would last for only day and then change to the very slow serviceThis could be my fault...not understanding this since it is such a new and different concept than I had ever been aware of As to the electronic signing, I did not really understand this as we have always had to sign the contract after the Installer finishes the installation and date it then I did not look at the contract information online until after cancelling the service and it is pages of small print and I don't know who would read all that information and know what it said when they finished.I will be willing to offer to pay $to Exede for the few days I had the service in order to clear up this matter if that is agreeable with the Company I feel that is more than fair since there is this misunderstanding and it will compensate them for their installation (we returned everything we were told to return) I had intended that the first month's charge was to stay with the company but for some reason, my bank credited it back to my account
Sincerely,
*** ***

Thank you. What else I wanted to say is that I really dont appreciate being called a liarI called the number on the welcoming email, which is the screen shot that I provided. I called another number the day I was told I couldnt speak to anyone higher up about this charge so I tried to call any number I found online hoping to find a corporate number. Im not trying to be difficult at all, but it is very insulting to be told I didnt do something when I know I did. As far as being told I would be charged up front, that is also falseI was never told that while signing up. Judging from the reviews online I am not the only one who was not told this. This needs to be fixed within the company because its making myself and apparently other customers not very happy. Also, today at 4:pm I got another email from Viasat telling me I would be charged another today when I just charged last week! This is insane! Especially after them saying on here even that I have no credit card on file now. Im not sure what is going on and why they are the ones not telling the truth but this needs to get worked out. This is so very unfair to the customers. I am not trying to be a problem customer but I dont want to be lied to and about by someone who is supposed to appreciate me as a customer.

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeMr***’ Liberty service plan provides GB of monthly Priority Data
allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are informed of this information when they select one of Viasat’s Liberty plans, and it is addressed in Viasat’s Customer Agreement and Data Allowance Policy available at exede.com/legal
Customers have the choice to purchase additional data under Viasat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAdditionally, the above-referenced service plan comes with a Free Zone from 3:AM to 6:AM, during which unmetered service is provided at no additional cost
Our records show Mrs*** called Viasat on July 14, regarding her data usageAt this time, the Viasat representative reviewed the Data Allowance Policy, Viasat’s Buy More option, and the Free Zone with Mrs***Additionally, the Viasat representative performed a one-time removal from Liberty Pass speeds
Mrs*** called Viasat on August 16, regarding her data usage, at which time she was informed that most of her data had gone towards web browsing and social networkingThe Viasat representative also offered to review the other service plans available to Mrs*** so she transition to one that better met her needs, but Mrs*** declined and requested disconnectionAs a courtesy, the Viasat representative offered Mrs*** GB of free additional data, which Mrs*** accepted
Viasat received another call from Mrs*** on August 23, regarding her data, at which time the Viasat representative once again reviewed the usage with her, advising that the majority of it had gone towards social networkingMrs*** requested a review of her data on October 16, when she, at which time she was informed that the majority of her data for that billing period had gone towards online gaming
Viasat did not hear back from Ms*** until January 11, 2018, at which time a Viasat representative reviewed her data usage and informed her that the majority of it had gone towards social networkingMrs*** inquired again on January 13, 2018, and was once again advised that it had mostly gone towards social mediaMrs*** was also informed that some system updates had also consumed her data, and it was recommended to her that she schedule any updates during her Free ZoneMrs*** expressed interest in disconnecting, but advised she would call back to do so
Mrs*** contacted Viasat again on February 14, regarding her data allowanceDuring this conversation, the Viasat representative explained data usage to Mrs***The Viasat representative also offered to transition Mrs***’ service plan to one that would better meet her data usage needs, but the offer was declined; however, Mrs*** accepted an offer of GB of free additional data
Our review of Mr***’ data usage for the current billing cycle of March 4, through April 3, shows that she has used GB out of her GB monthly Priority Data allowanceThe highest usage date was March 4, The data usage has gone towards the following online activities:
• System updates
• Web browsing
• Media
• Social networking
• Storage
• Marketplaces
• Communications
• Gaming
• Miscellaneous applications
If Mr*** feels that the Priority Data allowance of his current service plan is not meeting his needs, the following service plans are available in his area:
• Unlimited Data Bronze 12: $a month, plus applicable taxes and a $monthly equipment lease fee
• Unlimited Data Silver 12: $a month, plus applicable taxes and a $monthly equipment lease fee
• Unlimited Data Gold 12: $a month, plus applicable taxes and a $monthly equipment lease fee
If Mr*** has any questions regarding his data usage, or if he would like to transition to a service plan that better meets his needs, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond."

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herAt 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 December 22, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat has included a copy of the bill showing the early termination fees for Ms***'s viewingThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: they still want to charge me for a service that was cancelled within a two week period, and their local sales representative was grossly misleading and deceptive. There should be a a leeway time to cancel service if a customer is dissatisfied, misleaded, and deceived.
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** ordered his service through ***, an authorized Viasat sales agentUnfortunately, purchasing Viasat’s service with *** does not bundle the billing. Viasat and *** handle customer billing for
their own services and therefore, Mr*** was billed separately by Viasat for Internet service. Viasat shows that Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to a promotional discount for new customers, Mr*** is receiving a $credit for the first three months of his service planThe 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, 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 February 12, 2018, Mr*** contacted Viasat in regards to experiencing slow speedsAt the time, it was determined that Mr*** was experiencing network congestion due to using over GB of dataThe Viasat representative assisting Mr*** advised of peak congestion hours, and to contact Viasat if the issues persisted outside of those hours. Mr*** contacted Viasat on that same day to advise again that he was experiencing slow speedsA Viasat representative assisted in troubleshooting Mr*** equipment and again made the determination that Mr*** was within peak congestion hoursMr*** mentioned that he was not receiving the $bundle discount for bundling his *** services with Viasat’s, and the Viasat representative assisted him in adding the discountMr*** advised that he was told that he would get his Internet and *** services for a total of $monthlyThe Viasat representative advised Mr*** of Viasat being separate from *** and of the separate billing. At this time, Viasat cannot offer Mr*** his internet services for the price of $monthly on the current service plan that he is onIn resolution to this complaint, Viasat will agree to waive the full early termination fees should Mr*** choose to disconnectMr*** may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***. Mr*** is still 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 *** 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.Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused An account was established with ViaSat on January 16, under the name *** *** and at that time, a payment method was provided
by *** ***Between January and June 1, 2017, ViaSat collected monthly payments from the payment method provided by *** *** On June 12, 2017, *** *** contacted ViaSat to discuss her payment method on *** ***’ ViaSat accountDuring this conversation, *** *** was educated that she would need to contact ViaSat’s Legal department for further assistanceAs of today, June 19, 2017, ViaSat’s Legal department has not received contact from *** *** On June 15, 2017, the payment method on file has been removed from *** ***’ accountIf the charges to *** ***’s payment method are not valid, we encourage her to resume the chargeback process with her bank If to *** *** has any further questions or concerns, please have her contact ViaSat’s 24-hour Customer Service department at *** ***Thank you for the opportunity to respond

Thank you for Mr*** rebuttal to our attention
The documentation provided by Mr*** does not show that ViaSat successfully collected the payments scheduled through his online banking programIt states that they were “Delivered” but not “Completed” or “Paid.” ViaSat will require a rolling bank statement showing that the money was successfully withdrawn from Mr***’s account before any refund can be determined
Regarding the online bill pay, we apologize that it was not communicated to Mr*** that ViaSat’s systems currently do not support the bill pay option through a subscriber’s bankViaSat only accepts payments through credit card, debit card, or electronic funds transfers
On April 24, 2016, ViaSat charged Mr*** $for his early termination fees and a one-time Annual Property Tax Recovery Fee, which is a fee to cover the associated costs of our company paying for property taxes on the leased equipment installed at our customers’ homesThis payment failed
In order to resolve this complaint, ViaSat will waive the balance due of $in full from Mr***’s accountThis waiver has been applied as of May 4, Mr*** currently does not owe anything further to ViaSat
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I did NOT see or have any agreement you say I signed! This electronic agreement came AFTER rep Sam B*** installed the dish on our house! I was required to pay him $cash as Mike Hanner said toThen when internet went out on 01/27thFive days after being installed! Then the rep was out of town when I called Mike/David with Wild Blue/Exede in Anchorage, AKRep Sam B*** was back in Kotzebue on 02/02/& came and installed another tria to dish outsidei called insatiable/Exede on both 2/08th and the 9th trying to get out terminate services! That's when they told me, very rudely......you allowed him to put of dish! I then said I had not seen or signed any paper work or electronic till after it was set up! Viasat then told me it was a $call out fee!!! I paid rep $cash twice after the $300.00!!!i see they are doing the same thing to so many trusting folks, and they are so rude when calling Englewood, CO!
Sincerely,
*** *** ***

Dear Ms***:
We understand you submitted a complaint through the Revdex.com regarding ViaSat’s Internet serviceUnfortunately, due to a system error at the Revdex.com, ViaSat did not receive your complaint until recently and would like to now assist you with any outstanding concerns you may haveIf you
are still in need of assistance with the issue submitted in your complaint please contact us by calling our Executive Escalations Department at ###-###-#### during business hours or by emailing ***You may also contact us by calling ViaSat’s 24-hour Customer Care Department at ###-###-#### for assistanceWe apologize for any frustration you may have experienced regarding your Revdex.com complaint submission and would like the opportunity to assist in resolving your issue
Regards,
ViaSat Satellite Services
Consumer Affairs Department

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat's Data Allowance Policy, the 24-month minimum service contract, and the early termination fees should the account be
disconnected earlyEach of these points is also addressed in the Customer Agreement signed by Mr*** on December 31, and available at exede.com/legalIt is the subscriber's responsibility to read the Customer Agreement before signing itWe apologize if Mr*** feels these points were not communicated to his satisfactionThere is no day grace period or law that allows the customer to cancel the contract without a penalty feeWe apologize that the service is not going to meet Mr***'s needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees should he wish to disconnectHe can call customer service at ###-###-#### and reference ticket ***Thank you for allowing ViaSat the opportunity to respond