ViaSat, Inc.

Complaint: ***
I am rejecting this response because:was never informed that it was resolved when I attempted to contact themHave been contacted by collection agency
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by *** *** on December 16, 2017, advises that Viasat will not provide a pro-rated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also 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.Our records show Ms*** ordered service through DirecTV, an authorized seller of Viasat, on December 12th, 2017, at which time she elected the Liberty - Boost + Free Zone plan. The DirecTV sales agent was required to make Ms*** aware of these pointsWe apologize these points were not clearly communicated to Ms*** at the point of sale.Ms*** contacted Viasat on December 29, for help with a connectivity issueThe Viasat guided Ms*** through troubleshooting, after which she was able to connect; however, Ms*** advised that the speeds were slowThe Viasat representative escalated the issue to a Technical Escalations representative who assisted with troubleshooting her home network, but the use of a VPN made it necessary to have Ms*** contact her personal technician. Ms*** contacted Viasat on March 28, to disconnect her serviceThe Viasat representative informed Ms*** of the disconnection disclosures, including the early termination fees, and processed her request. In resolution to this complaint, Viasat has waived the early termination fees from Mr*** account as of April 18, Viasat has also provided a $refund for monthly service to Ms*** payment method on file. Ms*** should be advised that it make take three to five business days for her to see it deposited into her account. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Mr***'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 saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on May 27, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
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 customersThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Mr*** contacted ViaSat on June 4, to discuss the Data Allowance Policy and to discuss the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative Mr*** was advised of the policy, the early termination fees that would apply should he disconnect, and the options to upgrade his account to the GB plan with dollars off for monthsPer his request, Mr***'s account was subsequently disconnected
Understanding the information provided by Mr***, and in order to bring this complaint to a resolution, ViaSat will agree to remove Mr***'s account from the outside collections processThe request for the removal of $was made on August 11, Should Mr*** have any further questions please have him contact the outside collections agency, EOS
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 would like confirmation that no other charges will be created and will send the equipment back with delivery confirmation
Sincerely,
*** ***

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

ViaSat’s previous response outlined the information as provided to customers at the time of sale, within the Customer Agreement, and during calls into ViaSat’s Customer Service DepartmentAdditionally, on June 10, 2016, *** *** did use GB of her GB plan which caused the slow speedsAgain, ViaSat stands behind our previous offer to waive half of the early termination fees and refund the activation fee of $If *** *** chooses to move forward with the disconnection, she will be responsible for approximately $172.50, not including taxesIf she would like to disconnect her ViaSat account, she may ViaSat’s 24-hour Customer Service department at ** *** and reference ticket ***. Thank you for the opportunity to respond

Thank you bringing Mr*** response to our attention Once again, the Customer Agreement states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the saleOur customers also receive a welcome email that provides this information as well Viasat does not charge “return fees” for failed paymentsTo this date, Viasat’s billing system is not showing a $charge to Mr*** account, if Mr*** is stating that we did assess a $charge he can fax a copy of his bank statement showing this chargeThis charge will need to reflect on the payment method we have on file for himHe can fax this to 720-228- Viasat did receive one email regarding Mr*** account before receiving the Revdex.com complaintThe Revdex.com complaint was filed just hours after receiving the email as Viasat replied to the Revdex.com complaint instead of the email Viasat does not agree to waive the early termination feesViasat did adjust off Mr*** balance of $that was charged on March 16, as per our response sent on April 2, If Mr*** does decide to reconnect with Viasat he will be required to sign a new month Customer Agreement, however, if Mr*** does decide to reconnect, his original early termination fees will be waivedViasat will not be providing any additional promotions other than what is offered at the time of reconnect Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Ms***, on behalf of account holder *** ***, was responsible for returning Viasat’s modem and transceiver within days after disconnection, or the payment method on file would be subject to an unreturned equipment fee of up
to $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label was delivered to her home address within a week after her disconnection, and it included return instructions.According to our records, Viasat received the modem on October 18, At the time, our systems had not registered the return of the satellite receiver, known as the TRIAThis lead to a systematic charge of $for unreturned equipment, plus taxes. We apologize for this error and for any inconvenience this may have caused Ms***. The $was billed on November 28, On that day, Viasat attempted to collect payment for the funds, but the payment failed, thus leaving the charge on the accountThere was no further attempt to collect payment, and the balance was written off to Viasat’s collections agenciesWe apologize for any inconvenience this may have cause Ms***. As of December 27, 2017, the $balance was removed from collections and has been waived from the accountIn order to bring this complaint to resolution, and in an offer of good faith, Viasat has refunded the $in overdraft fees to the payment method on file as of January 12, Ms*** should see the funds within the next three to five business daysViasat has also attached a copy of Ms*** final bill to this response showing a zero balance due. If she has any further questions or concerns, she may feel free to contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Complaint: ***
I am rejecting this response because:The issue was not resolved in a timely mannerI was unable to use my bank account for several daysI had to make other arrangements for billsI had to call and cancel my automatic withdrawalsThis forced me to pay a higher rateAs of Monday morning, I haven’t seen the return of my money into my accountMy banking has been turned upside down due to their errorWhile I understand mistakes happen, Via Sat was unwilling to take action immediately or make it right for me after noticing the errorBeing without access to your own money and no access to your banking is far from acceptable customer service.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** They left out the date on my statement 5/which clearly shows the bank reversing their provisional credit of $to me.#***Thank You *** ***

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

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

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Ms***'s complaint to our attention
Ms*** is a customer of *** (***) *** manages all functions for their customers including sales, technical service, customer
service, and invoicing As a result, we do not have access to Ms***'s account
In order to expedite a response to Ms***, we have forwarded her complaint to our contact at *** for handling
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
The Customer Agreement provided to each new subscriber, and signed by Mr***on July
23, 2015, (and it is 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 term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Additionally, Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he will need to return
Upon review of Mr***s account, he made contact with ViaSat's customer service department on August 15, to request the disconnection of his accountDuring his conversation with the customer service representative he was reminded of the early termination fees, but was incorrectly advised that he could make monthly payments towards the early termination feesWe apologize for this misinformation provided at the time of disconnection
As it is stated with the Customer Agreement: "If you terminate Internet Service prior to the expiration of the Minimum Service Term, you will owe (and your credit card, debit card, or bank account *** be charged) the termination fee described below (the "Termination Fee") and/or any other termination fee described in this Agreement applicable to the Service(s) you are receiving."
Again, we apologize for any misinformation provided at the time of disconnection; however, the early termination fees as assessed were validViaSat has taken corrective actions to address the misinformation provided to Mr***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mrs***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused
Mrs*** contacted ViaSat's Customer Service Department on September 23, to request
the disconnection of her ViaSat servicesAs a gesture of good faith and a save offer, Mrs*** was offered a goodwill credit of $to be applied toward her next monthly paymentHowever, when her bill cycled on September 24, the credit did not apply towards this bill
The Customer Agreement signed by Mr*** on September 21, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Mrs***'s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on September 24,
On September 24, Mrs*** contacted ViaSat's Customer Service Department and spoke with a Customer Service Representative regarding the $collected on this dateDuring her conversation with ViaSat's Customer Service Representative Mrs*** was advised that these credits take business hours before the credit appliesAdditionally, Mrs*** was advised that a refund could be issued but it would take 7-business days or that she could dispute the charges with her bankDuring this call Mrs*** turned the call over to her husband, Keith ***Mr*** was informed by the Customer Service Representative if he wished to disconnect the services he would be responsible for the early termination feesUpon being advised of this information Mr*** began to use profanity with the representative and the call was subsequently disconnected due to the language being used
Mrs*** contacted ViaSat again on September 24, to discuss the disconnection of her account, the monthly credit, and broke down the charges of $Mrs*** did not allow for ViaSat's Customer Service Representative to explain any of this as she immediately requested to speak with a supervisor
In order to bring the complaint to resolution, ViaSat will agree to refund the $collected for the first monthly bill; however, Mrs*** 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 pre-paid 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 returnThe refund of $will be issued to the payment method on file and will take to business days before being issuedAs the monthly charge was valid, ViaSat does not agree to refund for any insufficient funds associated with this chargeAdditionally, ViaSat has included the signed customer agreement for Mrs***'s review
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept everything except for the fact that it was Viasats fault that my account was over draftedI was told I would be charged one amount and was charged something totally differentEverything scribed above happened on the same nightI spoke with a customer service representative before then who was the one who told me I would only have to pay $for my equipment chargesI was not told it would be on my next billI was told it would be on my first billI spoke with more than one customer service representativeNone of them would listen to what I had to say they are more interested in trying to talk over meAs I began to ask for a supervisor each and every customer service rep gave me an excuse of why I couldn't speak with oneI would also like them to be responsible for removing this satellite from my houseI can be responsible for shipping it back but I will not be responsible for removing it and damaging it because I'm not a professional and have no clue how to do it
Final Business Response /* (4000, 9, 2015/09/30) */
If Mrs*** incurred overdraft fee charges due to our charge of $116.56, ViaSat is willing to issue a refund check upon receipt of her rolling bank statement showing our charge caused the overdraft feesAdditionally, per the customer agreement signed by Mrs***, she agreed to return ViaSat's within days after termination of her ViaSat servicesPer section F within the Customer Agreement it states:
"If you fail to return leased Equipment within days after termination of this Agreement, additional charges will apply as specified in the Lease AddendumIf you purchased your Equipment, you are not required to return the Equipment upon termination of this AgreementIn any event, ViaSat is not obligated to de-install the Equipment."
Due to this, Mrs*** is responsible for the return of her leased ViaSat equipmentViaSat does not agree to send a technician to her location for return of the equipmentThe prepaid boxes do contain instructions on what to return and how to de-install
Thank you

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***The response from exede is far from what they are capable of deliveringI have called there more than times and each time I get the same response that doesn't solve my issuesI already am paying for 50g of service which isn't the main issueThe problem is their download speeds which don't even allow me to ASometimes never to load my email for viewingBEven if I could open it which is rare, it's impossible for me to download and open an attachmentAs we speak I am using my data on *** to get this over to you because this internet company isn't capable of providing the services they promisedI am currently paying $per month and not using it because I cannot get onlineTheir customer service can supply the amount of data I have used when I can get online and it's very low if anyAs far as watching any movie it is impossible and the buffering for it tells me it was timed out due to low speedsThe weather isn't an issue so they cannot use this as an excuse since my *** ** satellite works just fine even in rain stormsI need to be released from this contract immediately so that I can continue with my daily routine of online banking, opening emails and watching a movie without all of these hasslesIf this isn't accomplished I will be contacting the FCC, and other agencies to get the word out on their poor serviceExede already has complaints against them online and wish I had known this prior to getting themThese complaints online are much like what I am experiencingThey also have changed their company name.several times probably to disguise themselvesI do not want their awful service or care to hear their excuses for not delivering what they said they wouldIt's not right for any company to put a customer through all of thisJust let me go so I can move on with my lifeThanks

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement signed by Ms*** on June 20, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account
for automatic monthly payments for any fees including monthly service fees and equipment lease feesThe Customer Agreement, signed by Ms*** on June 20, and available at www.exede.com/legal, obligates customers to comply with ViaSat’s Acceptable Use Policy, and states that ViaSat reserves the right to immediately terminate the service if subscribers knowingly or otherwise engage in any prohibited activitySubscribers are responsible for the misuse of the service, even if the misuse was committed by a friend, family member, or guest with access to the serviceThe primary account holder is responsible for taking steps to ensure that others do not use their account to gain unauthorized access to the serviceInfringing on the intellectual property rights of others is prohibited under ViaSat’s Acceptable Use Policy. In accordance with the Digital Millennium Copyright Act, ViaSat forwards notices of alleged copyright infringement that it receives from copyright holders to customers that have allegedly infringed upon the copyright holder’s copyright. It is ViaSat’s practice to send an email containing the copyright holder’s notice verbatim and to also send a ViaSat drafted email explaining ViaSat’s Acceptable Use Policy, which includes a warning that repeat infringements may result in the termination of the account. These emails were sent to ***@hotmail.com which is the contact email we have on fileThese emails can sometimes end up in a junk/spam folderOn April 24, Ms*** was charged $for her service plan and the annual property tax recovery fee of $This is why Ms*** saw the increase in the paymentThe Customer Agreement, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountMs*** 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 return instructionsIf Ms*** does not wish to get on the roof to return the tria, ViaSat offers the option to send a technician out to the home to remove it at a charge of $Ms*** can contact customer service at ###-###-#### to set up the service call if she wishes to do soIn order to arrive at a resolution ViaSat has issued a refund back to Ms*** in the amount of $for the unused services and Ms*** will see this refund within 3-business days to her payment methodThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Ms*** was receiving ViaSat’s Liberty GB + service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $
monthly EasyCare feeThis service plan provides GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance Policy Each of these points is further addressed in ViaSat’s Customer Agreement signed by Ms*** on July 25, and also available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionWhile customers can engage in the activities described in the plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy
Our records show Ms*** called ViaSat on August 9, to disconnect her account because she was dissatisfied with the service and her data planAt this time, the ViaSat representative offered Ms*** a discount of $off per month for months if she would retain service, but Ms*** declinedWhen Ms*** was reminded of her signed Customer Agreement and the early termination fees, she requested to speak to a supervisor to see if they could be waivedUnfortunately, no supervisor was available at this time; Ms*** accepted an offer to have a supervisor call her back, and her account remained active
Ms*** called back on October 10, 2016, at which time her call was transferred to a supervisor, per her requestDuring this conversation, Ms*** was advised that the early termination fees would be valid if she disconnected her account, per the Customer AgreementHer account was not disconnected at this time
On August 28, 2016, ViaSat charged Ms*** $for monthly service, but the payment failedOn August 29, 2016, her account was disconnected, per her request, at which time she was advised that she would be responsible for the early termination fees and the balance due
On September 28, 2016, ViaSat charged Ms*** $in early termination feesThis payment also failed, creating a total balance due of $Ms*** called regarding this amount on October 13, 2016, at which time she was advised that the balance was valid
ViaSat’s Consumer Affairs Department received an email from Ms*** regarding her early termination fee dispute on October 14, In response, she was once again advised that the total balance due was validHer account was sent to outside collections on October 17,
As resolution to this complaint, ViaSat will agree to waive the failed monthly service payment of $75.58, as well as half of Ms***’ early termination feesThis will leave her responsible for a balance due of $
ViaSat has escalated a request to have $removed from the collections balance as of October 18,
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.The Customer Agreement, signed by Ms*** *** on March 1, 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.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 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 March 2, 2018, the day after her installation, in order to request the disconnection of her servicesShe stated that the technician had not installed the service correctlyThe Viasat representative assisting her attempted troubleshooting, finding that her speeds were concerning, and transferred Ms*** to Viasat’s technical support teamAt that time, it was revealed that Ms*** was experiencing network congestion, which can slow customer’s speedsMs*** requested the disconnection of her services, and after proper disclosures were read, the disconnection was processed that same day. On March 4, 2018, Ms*** bill cycle date, she was charged $for early termination fees and for services used before the disconnectionWe apologize for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat will agree to refund the full amount of $charged to Ms***This has been completed as of March 6, 2018, and Ms*** should see the funds returned in the next three to five business days. 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 *** 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***’ complaint to our attentionWe apologize for any misunderstanding he may have experiencedMr*** is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service,
this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planTowards the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan if they wished toOur records show this email would have been sent to you at ***@gmail.comThe Customer Agreement, signed by Mr*** on June 26, and available at exede.com/legal, states that ViaSat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr*** during a conversation with a ViaSat representative on January 24, As a one-time courtesy in order to resolve this complaint, ViaSat will place Mr*** on the Freedom planMr*** should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodationIt may take up to a week for Mr***’ request to be processedThank you for the opportunity to respond