ViaSat, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of month contract and I called before the 16th of December I have made calls in total so the response is not factual at all they lie and I was told there was a a charge to disconnect only when I asked to cancel records obviously are wrong and I never signed a contract and won't out it is not just speed it does not work 90% of the time so u want me to pay for a service that does not work what a ripoff company
Complaint Response Date bumped because: Holiday

To whom it may concern, I will agree to money being credited to my credit card instead of next months bill I would also like to respond that some of the information that was sent off my complaint is inaccurate I called June 14, not June 16, 2016, and I never wanted to disconnect my service I wanted to put on vacation plan like I have for the past years with this company, and why would I send equipment back if I was on vacation plan? I had no knowledge that I was disconnected until I got calls from a collection agency then I called several times to dispute this disconnection, and the agents assured me that it is in the supervisors hands , and not to take the collection calls Then I call on Sept to have it connected off of vacation plan only to find out know one took care of problem Also they tried to take the equipment fee which totaled out of my bank, and there wasn't enough funds and I was charged a insufficient fund charge of dollars So I will accept the money being offered, but only to the card on file PERIOD I just want to make this clear I called on June for vacation plan why would I ever call back days later to disconnect? My files should reflect that I hVe put on vacation mode for years now Very dissatisfied with your company, and I am looking for other internet providers in my area

Complaint: ***
I am rejecting this response because: I called the number in their response and I STILL get the same message which is that I am a third party account and then I get hung up onThey say they resolved their phone issuesWell I don't think so since I am still in the same boatRegarding the website to review my usageI go there dailyI can see how much data I used I hour by hour but it doesn't tell me how I used that dataI have done everything they have told me to do and they say I still usage when there is no way I can beFor example every night at the 11pm hour they say I use .1-dataThere is NOTHING on at that hour in my houseWe are in bed by that timeI have my phone set to not do any updates until I say it is OK, I spent money to have my computer disabled from doing Windows updatesI have my *** in airplane mode so there should no data usage there since it is not even connected to the internetI feel I am being screwed overWhy can't someone from Viasat CALL ME????? I have sent multiple emails requesting someone to call me and no one ever doesWhy is it so hard for someone in their customer service department to pick up a phone and call me??? I just don't get it!!!!!!! What I want now is someone to call meSimple as thatI don't think that is too much to ask forSo once again what I want is for someone to call meSimple right??!!
Sincerely,
*** And *** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on December 14, 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 April 12, 2018, Ms*** contacted Viasat to request a disconnection of her Viasat servicesThe Viasat representative assisting her read disconnection disclosures, including information regarding early termination feesMs*** agreed to proceed with the disconnectionShe also requested for the payment method on file to be stopdatedThe Viasat representative read Ms*** disclosures, including information on the estimated processing time (approximately a week) for this requestMs*** account was successfully disconnected on April 14, 2018. On April 16, 2018, Ms*** billing generated in the amount of $for early termination feesDue to a failed payment, Viasat was unsuccessful in taking a payment for the amount, leaving it as a past due balance on Ms*** account. On April 18, 2018, Ms*** contacted Viasat multiple times to request a refund of the amount charged, as she stated that Viasat had taken money out of her account without authorizationA Viasat supervisory representative correctly advised Ms*** that no refund would be due. On June 5, 2018, due to non-payment of the past due balance, Ms*** account was written off to Viasat’s outside collections agencies. At this time, Viasat believes that all appropriate actions have been taken, and does not agree to waive Ms*** past due balanceIf 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

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 have included a short word doc
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms*** *** on November 2, 2017, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination
fees will apply if service is canceled prior to the expiration of the minimum service 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 November 17, 2017, Ms*** contacted Viasat to disconnect her servicesShe requested that her early termination fees be waived since she felt she had been misinformed about the services by her sales agent and was told there was no contractThe Viasat representative she spoke with advised that they would put in a request for Ms*** account to be reviewed for an early termination fee waiver and provided Ms*** with the address to the corporate officesMs*** disconnection was successfully processed the same day.Ms*** account was reviewed for an early termination fee waiver, which was denied due to the charges being valid, and Ms*** account was then billed on December 4, in the amount of $for early termination feesSince there was no payment method on file, the charge remained on Ms*** account until it was written off to Viasat’s collections agencies on January 9, for nonpaymentWe apologize for any inconvenience this has caused Ms***. In resolution to this complaint, Ms*** account was removed from collections on February 2, 2018. Viasat did not report Ms*** account to any credit agencies. 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***’s complaint to our attention
Mr*** was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 ***, if a customer uses more than GB of data during their monthly billing period while receiving the Unlimited Data Silver 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 ***
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Mr***’s electronic signature on the Customer Agreement dated March 3,
Our records show Mr*** called Viasat’s Sales Department on February 28, to inquire about serviceDuring this conversation, Mr*** informed the Viasat representative of what he typically used the internet for, and was recommended the Unlimited Data Bronze service planThe Viasat representative incorrectly informed Mr*** that his service speeds would not go any lower than Mbps once he’d reached the deprioritization threshold for the service planMr*** did not order service that day; however, he called back on March 1, to place an order, at which time he elected the Unlimited Data Silver service planThe service was installed at Mr***’s home on March 3,
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 Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Mr*** called Viasat on March 4, because he was experiencing slow speeds, at which time he was informed of network congestion in his area impacting his serviceWhen Mr*** requested disconnection because he was receiving download speeds below Mbps, he was reminded of the early termination fees
On March 5, 2018, Mr*** called Viasat once again regarding the speed of his serviceThe Viasat representative attempted to guide Mr*** through troubleshooting, but could not complete the process because Mr*** was unable to directly connect his device to the Viasat modemMr*** was once again advised that network congestion was impacting his service
Mr*** requested the disconnection of his account on March 10, 2018, at which time he was informed of the disconnection disclosuresMr*** disputed the Customer Agreement, but moved forward with the disconnection regardless
The Customer Agreement 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
As resolution to this complaint, Viasat has waived Mr***’s early termination fees in full as of March 12, As Mr*** was using the service, Viasat does not agree to issue a refund for the monthly service payment of $he made on March 4,
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
The Customer Agreement, signed by *** *** on December 8, and available at exede.com/legal, states that monthly service and lease fees are payable in advance, and that ViaSat will not provide a pro-rata refund for any prepaid
fees regardless of when the service is terminated
Our records show ViaSat charged *** *** $in monthly service fees on July 12, Later the same day, *** *** called to disconnect service, at which time his request was processed accordinglyViaSat received two additional calls from *** *** the same day and one on July 13, regarding the monthly service feeEach time, he was advised that ViaSat did not issue refunds for unused services
On July 17, 2017, the payment of $was failed by *** ***’s bank, leaving a balance due on the accountThis balance due was billed on August 12, 2017; however, as *** ***’s payment method had been cancelled on July 19, 2017, no payment was collected
*** *** called ViaSat on August 21, regarding the balance dueOnce again, he was informed that ViaSat did not provide any prorated credits or refunds for unused service
As resolution to this complaint, ViaSat has waived the balance due of $as of August 22,
Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/11) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused
Ms*** contacted ViaSat's customer service department on November 18, regarding the disconnection of her
ViaSat account and the bill she had since received for $ViaSat's representative advised Ms*** that this charge (which failed) was due for the early termination feesDuring her conversation with this representative, Ms*** was advised that a request would be summited to have the early termination fees of $waived
However, due to a system error this credit was not applied to Ms***'s accountSubsequently, Ms***'s ViaSat account was sent to our outside collections agency EOS on November 23, due to nonpayment
In order to bring resolution to this complaint ViaSat will agree to remove Ms***'s account from the collections process and waive the fee of $Should Ms*** have any issues or additional questions, she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they do clear my account,I am satisfiedHowever, I will keep a copy and stay on top of itThis company says one thing but does anotherDo you want me to let you know when it is cleared?

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this siltation may have caused On May 4, 2016, *** *** contacted ViaSat to request a service call and informed ViaSat that she would be cancelling her services at the end of
MayDuring her conversation with the ViaSat representative, *** *** was offered a credit of $for the requested service call A ViaSat supervisor reviewed the request for a $credit on May 6, 2016, and ultimately confirmed that the credit was invalidTherefore, on May 8, 2016, a ViaSat representative attempted to reach out to *** *** directly to inform her of this information ViaSat did not receive contact from *** *** again until May 16, regarding the service call and its chargeDuring her conversation with the representative, *** *** was informed that the service call charge of $was valid. On June 29, 2016, ViaSat received contact from *** *** again as she was charged $on June 1, for the service call feeAs *** *** was previously advised that the service call charge of $was valid, the ViaSat representative declined to refund *** *** the charge of $which occurred on June 1, 2016. In order to bring resolution to this complaint, ViaSat will agree to refund $to *** *** payment method on fileThe refund was issued on July 5, 2016, and should be received by *** *** in three to five business daysShould she not receive the refund within this time frame, please have her contact ViaSat’s 24-Hour customer service department at *** Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: As we told them in several conversations we wanted it disconnectedI was told the last time it had been disconnectedthey need to listen to the taped conversation and they will see I have been trying to get it disconnectedthey know I have unplugged the modem as they can tell there has been no single come through since we talked to them the second timeI was told part of the data used was when they tested the system several timesI am not paying anything else and would like my money returnedI will not try to call and get it disconnected as I have already did this several timesthis is the worst service I have ever had and the worst company I have ever tried to deal with
Sincerely,
*** ***

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
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 December 16, (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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat's Exede networkViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above
Currently, Ms*** has used GB's of the 18GB's of her purchased planViaSat understands that our services are not meeting Ms***'s needs and as a gesture of good faith ViaSat will agree to disconnect the account with waiver of the applicable early termination feesHowever, 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 Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnMs*** may contact ViaSat's customer service department at ###-###-#### and reference ticket *** to have her ViaSat account disconnected with the early termination fees waived
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her or her father At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees
should the account be disconnected prior to the month agreement ViaSat provides the customer with a copy of the signed electronic customer agreement and in that agreement it states that the service may not work with third party equipment such as security systems, routers, and moreViaSat does cover the process for the VOIP services in the contract as well ViaSat understands that the service will not meet your father’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account for both the internet and phone services It will be the customer’s responsibility to return two pieces of equipment using a prepaid shipping label and box sent by ViaSat once the account is disconnectedIf the customer fails to return the equipment detailed in the instructions that come in the box there will be a charge of $for each piece of non-returned equipment When you are ready to disconnect the account please call ###-###-#### and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** rebuttal to our attention
As previously stated, the Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwide and are being launched in segmentsIt’s not uncommon in the telecommunications world to have different plans and packages available in different areasViasat does not have a defined timeline for when the VWG products will be available in certain areas or all customers
Viasat still does not agree to waive Mr*** early termination fees of $in full; however, Viasat has agreed to waive half of the chargeThis has been processed as of April 30, 2018, leaving Mr*** responsible for early termination fees of $
Thank you for the opportunity to respond

[A default letter is provided here which indicates your acceptance of Arbitration If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessary
Sincerely,
*** ***

To whom it may concern, I will agree to money being credited to my credit card instead of next months bill I would also like to respond that some of the information that was sent off my complaint is inaccurate I called June 14, not June 16, 2016, and I never wanted to disconnect my service I wanted to put on vacation plan like I have for the past years with this company, and why would I send equipment back if I was on vacation plan? I had no knowledge that I was disconnected until I got calls from a collection agency then I called several times to dispute this disconnection, and the agents assured me that it is in the supervisors hands , and not to take the collection calls Then I call on Sept to have it connected off of vacation plan only to find out know one took care of problem Also they tried to take the equipment fee which totaled out of my bank, and there wasn't enough funds and I was charged a insufficient fund charge of dollars So I will accept the money being offered, but only to the card on file PERIOD I just want to make this clear I called on June for vacation plan why would I ever call back days later to disconnect? My files should reflect that I hVe put on vacation mode for years now Very dissatisfied with your company, and I am looking for other internet providers in my area

Initial Business Response /* (1000, 4, 2015/12/04) */
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 April 19, and available at exede.com/legal,
advises that customers are required to return ViaSat's modem and transceiver within days after the disconnection of their accountFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions to their home or requested shipping address within a week after their disconnection
Our records show Ms*** contacted ViaSat on August 20, to disconnect her account, at which time a request was escalated to have to equipment return kit delivered to the following address:
*** *** *** ***
*** ** XXXXX
Our review of tracking no1Z6ERXXXXXXXXXXXXX shows that the alternate address request was received by UPS on August 21, and that the box arrived in Phoenix, AZ on August 26, After that, it appears the box was lostBetween September 6, and November 20, 2015, ViaSat sent multiple interception requests for the package, but it was unable to be locatedUPS opened up a lost package investigation on December 1,
On October 20, 2015, ViaSat charged Ms*** $in unreturned equipment fees, per the Customer Agreement
As resolution to this complaint, ViaSat has issued Ms*** a refund of $to her payment method as of today, December 4, Ms*** should be advised that it may take 3-business days for her to see it deposited into her accountViaSat will also internally request that a second box be sent to her home address for the return of the equipment
We apologize for any frustration Ms*** *** have experiencedThank 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
I would like confirmation that no other charges will be created and will send the equipment back with delivery confirmation
Sincerely,
*** ***

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Mr*** is currently receiving ViaSat’s Liberty GB plan at $a month, plus a $monthly equipment lease feeThis service plan provides GB of
monthly Priority Data allowance for use at regular speeds up to Mbps download and Mbps uploads Pursuant 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 internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on May 25,
It is ViaSat’s goal to provide customers with the best internet experience possible However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair the ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
While we strive to provide 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speedsCustomers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load
Our records show Mr*** contacted ViaSat on March 30, because he was experiencing an issue with the speed of his serviceAt this time, the ViaSat representative reviewed the diagnostics coming from Mr***’s modem, and advised him that his service was being impacted by network congestionViaSat has not received any further contact from Mr*** regarding the speed of his service since this interaction
Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area
As resolution to this issue, ViaSat has applied credit for a free month of service onto Mr***’s account as of September 19, If he chooses to move forward with the disconnection of his account, ViaSat will not agree to waive any portion of his early termination fees
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedMs*** ‘s Exede Liberty service plan provides 12GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and
3Mbps uploads. Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms*** on October 14, On October 15, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat account due to the Data Allowance Policy and the package she believed she was misled at the time of saleAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaNevertheless, as a gesture of good faith, on October 17, 2016, a ViaSat supervisor agreed to disconnect her account with waiver of the early termination feesHowever, at this time, Ms*** did not disconnect her account as she needed to find an alternate ISPViaSat did not receive contact from Ms*** again until December 17, At which time, Ms*** stated that the services should have been disconnected already and requested a refund of $as she was charged overdraft charges because of the charge of $on December 16, Ms*** was educated that this charge was for monthly services yet; she stated the charge was invalid and requested a refund for the overdraft feeMs*** was educated to fax in her bank statement showing the ViaSat charge caused the overdraft feeOn December 30, 2016, Ms*** contacted ViaSat to request further information regarding the overdraft refundDuring this conversation, the ViaSat representative escalated Ms***’s complaint to our customer advocate team who advised that the charge was from her first statement, and it appears that Ms***’s account was already in the negative prior to our chargesNevertheless, on January 4, 2017, Ms*** was refunded $to the payment method on file for the charges collected on December 16, Ms*** contacted ViaSat on January 16, 2017, to discuss the early termination fees of $collected by ViaSat on January 17, During this conversation, Ms*** was being educated that they would request a refund for this charge; however, she ended the call before it was completedHowever, on January 18, 2017, ViaSat issued a refund of $to the payment method on fileShe should receive this refund within three to five business daysAdditionally, per Ms***’s request on January 16, 2017, the payment method on file has stop date of January 20, No further charges shall occur on this payment method after this datePlease be advised, Ms*** was 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 *** box with a prepaid return shipping label was delivered to her home address on December 21, 2016, and it will include return instructionsViaSat has yet to receive Ms***’s leased ViaSat equipmentIf Ms*** requires an additional shipment, please have her contact ViaSat’s customer service at ***Thank you for the opportunity to respond