ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat on August 1, to disconnect their ViaSat accountAugust
was the same date that Ms***'s monthly bill was collectedThe Customer Agreement signed by Ms*** on April 30, 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 fees
Upon review of Ms***'s account, and the disconnection call, ViaSat determined that she was incorrectly informed that no further charges would occur as she was no longer within contractHowever, as the account was disconnected on the billing date Ms***'s account was charged $on August 1, On September 1, ViaSat issued a refund of the $to the payment method on fileMs*** should receive this refund within three to five business days from today, September 1, If she does not receive this refund within this time frame, please have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX
Again, we apologize for any confusion or frustration this situation may have causedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service
term commitment, early termination fees for both the Exede Voice and Internet services, and that the service speeds may vary and are no guaranteedEach of these points is also addressed in the Customer Agreement signed by Ms*** on July 14, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction
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 customersPursuant 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 certain web pages and online applications will take significantly longer to load and some services will not be useableThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our review of Ms***'s account shows that she contacted ViaSat's Sales Department on July 13, to inquire about the serviceDuring this conversation, Ms*** advised that she used the internet primarily for web browsing and considered herself a light user of the internetBased on the information provided by Ms***, the ViaSat representative recommended ViaSat's Exede GB service plan at $a month, plus applicable taxesThe ViaSat representative also advised Ms*** that ViaSat offers download speeds up to Mbps and upload speeds up to MbpsMs*** advised she would think about it and call back if she wanted to move forward with ordering service
ViaSat's Sales Department received a second call from Ms*** the same day, at which point she moved forward with ordering serviceDuring this second conversation, the ViaSat representative advised Ms*** that she could transition her service plan at any time if she determined GB of monthly data would not meet her needsMs*** understood and moved forward with order ViaSat's Exede Internet and Voice servicesThe Exede Internet service was installed at Ms***'s home on July 14, 2015; Ms*** self-installed and provisioned the Exede Voice service on July 21,
ViaSat received a call from Ms*** on July 26, regarding the speed of her serviceAt this time, the ViaSat representative advised Ms*** that the more devices were connected to her network, the slower the speeds would beAs there was no indication on ViaSat's end that there were issues with the service equipment, the ViaSat representative also recommended that Ms*** run a full system scan on her computer to ensure there were no viruses and to have a cleperformed on her systemMs*** agreed to do so
On August 1, 2015, Ms*** exceeded her monthly data usage, with the majority of her usage going towards system updates, web browsing, and media (e.g., YouTube, Netflix, Spotify, etc.)Ms*** transitioned to ViaSat's Exede GB service plan the same dayMs*** called ViaSat on August 9, to disconnect her service, at which time she was offered a retention discount of $off of her bill per month for monthsMs*** accepted this offerCurrently, her account is still active
Regarding her issues with setting up her voicemail, our records show that she made a second call to ViaSat on August 9, for assistance; however, before the ViaSat representative could guide her through steps, the call dropped
ViaSat does not agree to waive Ms***'s Exede Internet early termination fees in full if she chooses to move forward with the disconnection of her accountIn order to come to a resolution to this complaint, however, ViaSat is willing to waive half of the charge, leaving Ms*** responsible for approximately $Ms*** will be responsible for the full amount of her Exede Voice early termination feesShe will also be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
As Ms*** ported her number from AT&T for use with ViaSat's Exede Voice service, she will need to port it out to a new carrier prior to disconnecting her services with ViaSatIn order to have her number ported to her previous carrier, Ms*** will need to contact AT&T and request that they port the number over to their systemViaSat cannot make this request on Ms***'s behalfWhen ViaSat receives a request from AT&T to transfer Ms***'s phone number back to AT&T it should be completed within a few hours
When Ms*** is ready to move forward with the disconnection of her account, she *** contact ViaSat at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing *** ***s response to ViaSat’s attentionPer the previous response ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued on this account as the account was active The account is disconnected with the contract voided, *** ***s will now be receiving a prepaid shipping label and box courtesy of *** and will need to follow the detailed instructions and return the two (2) pieces of equipmentFailure to return the equipment will result in $charge for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** *** response to ViaSat’s attention ViaSat has agreed to issue a refund of $back to the payment method on file today July 18, *** *** will see this refund within 3-business days *** *** will still need to call and have the account disconnected when he is ready using the ticket number providedThank you for allowing ViaSat the opportunity to respond

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

Complaint: ***
I am rejecting this response because:I think the resolution agreed by Viasat does not meet my expectationsI still do not understand why a customer with a new and unknown service, does not have a minimum period of time to decide whether to stay with a service or to give up freely without such a high costI was never informed at the time of the sale the minimum commitment of Service for months, nor of the rates of early cancellation, everything was said to me at the moment of requesting the cancellationI tried to improve the service and the solution was to go to the Free Zone schedule from at night to in the morningImpossible solution for people who study and work throughout the day like my family and meAn Internet company that provides an excellent service and knows, does not have any problem for their customers to try their product because they know that they will stay with the service, but a company that does not guarantee the best and knows that the customer is going to have complaints, can not give any trial period, would be absurd, the company would not exist, would go bankrupt, so go to the drastic measure of all or nothing with no time to try and decideI insist that this is a great abuse on the part of Viasat because the safe dissatisfaction with the service would have a high cost, either monetary, or the maintenance of a service that does not satisfy the customer for long months (years)
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I should not be penalized due to company not recieving equipmentAlso in service was disconnected it showed on company site when the gentleman I talked to looked it up in Was told by the gentleman I talked to in there would be no charge for equipmentThe $was an unauthorized charge on my account
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attention.The Customer Agreement signed by Ms*** *** on February 26, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale.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.On May 23, 2018, Ms*** contacted Viasat to request to disconnect her Viasat servicesShe stated that she would like to disconnect her the following Monday, which was May 28, A Viasat representative assisted Ms*** by reading the disconnection disclosures, including information on Viasat’s monthly billing refund policy, as well as early termination feesThe disconnection was successfully set for the requested date.On May 28, 2018, Ms***’ account successfully disconnectedAs this date was also Ms***’ monthly billing cycle date, Ms***’ billing generated in the amount of $for early termination fees and a month of service billed in advanceWe apologize for any inconvenience this may have caused Ms***.On that same day, Ms*** contacted Viasat in regards to the billingShe was advised again of the disconnection disclosures, which state that Viasat does not provide a prorated refund for monthly billing at any time, no matter the date of disconnectionMs*** requested to speak to a Viasat supervisory representativeThe supervisory representative advised Ms*** that they would listen to Ms***’ disconnection call to determine the requested date of disconnection, and stated they would contact her within hours.On June 1, 2018, Ms*** contacted Viasat due to not receiving a contact from the representativeThe Viasat representative assisting Ms*** advised her that they would submit a request for a refund, as well as requested more time for the supervisory representative to make contact. On June 5, 2018, Ms*** contacted Viasat to request information on the dispute that had been submittedShe was advised that at the time, the dispute was still pending, and to contact again for further information. On June 8, 2018, Viasat recorded the return of Ms***’ Viasat leased equipment. On June 11, 2018, Ms*** contacted Viasat to request information on the dispute that had been submittedShe was advised by a Viasat representative that a credit had been granted for $70.00, but due to the fact that Ms***’ account was disconnected, Ms*** requested that the amount be processed as a refundThe Viasat representative submitted the request the same day. On June 20, 2018, the request was reviewed by a member of the corporate team, who processed the refund request to the payment method on file. However, on June 28, 2018, due to a systematic error, Ms*** bill generated in the amount of $70.00, which Viasat successfully collected on the same dayWe apologize for any inconvenience this may have caused Ms***. In resolution to this complaint, Viasat has processed a refund for the $requested to the payment method on fileMs*** should be advised that it may take three to five business days for this refund to be seen. 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.

we never got any emails from them and we didnt cancel the service and we shouldnt be charged for thatthey can do the and then if they would at least do half of the that would be ok
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Thank you for bringing *** *** rebuttal to our attention
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 *** *** electronic signature on the Customer Agreement dated August 10, We apologize for any misunderstanding regarding the electronic signature processA copy of *** *** electronically signed Customer Agreement has been included for his review
ViaSat received a call from *** *** on December 26, 2014, at which time she requested to move her services; however, she changed her mind when advised that ViaSat did not offer unlimited service in her new locationAt this time, *** *** was reminded of the Customer Agreement and 24-month minimum service term, and advised that she would be charged early termination fees of approximately $*** *** chose not to disconnect her account at this time, advising that she would speak to *** *** about moving the serviceAt this time, the ViaSat representative reviewed the one-time move process with *** ***, advising that she would be obligated to agree to a new 24-month minimum service term, and would have to return the equipmentThe representative also advised that the equipment would need to be returned even if she chose to move forward with disconnecting
ViaSat did not hear back from *** *** until June 30, 2015, at which time she requested disconnectionAt this time, the ViaSat representative reviewed all disclosures with *** ***, including the early termination fees and the equipment return requirements*** *** advised the ViaSat representative that she did not want to disconnect service until she had located the equipmentAs such, the account remained active, per her request
As stated in our previous response, ViaSat has waived the balance due of $in fullViaSat has also requested a UPS box with free return shipping label be sent to *** *** for the return of ViaSat’s modem and transceiver, which he is responsible for, per the Customer Agreement
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: the response from VIASAT does not provide an explanation as to how 25gb of data is utilized in days fo the day cycle when all background usage is set to low / moderate streaming as I was instructed to do so by VIASATI stream all day every day on my phone on it's own network and barley use 6GB of data and the streaming quality is High DefinitionI am not happy with my service and paying $a month for a service that can not sustain hours of streaming every other day using low quality streaming at that thru amazon fire tv a day is patheticI want to cancel my account with ViaSat and I feel that I should not have to pay $to cancel based on not having any internet for a month only during the hours of 3am-6am when I am sleepingYes there is liberty pass which does not work a circle is on the screen and nothing plays as it is such poor qualityI am more than happy to pay my bill for services utilized but not $to cancel the piece of crap service for future use
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused The Customer Agreement provided to each new customer, and signed by Ms*** on *** 1, 2016, 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 termOn December 14, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat accountDuring her conversation, Ms*** was educated on the disconnection process and the early termination feesOn December 29, 2016, Ms*** removed her payment method from her ViaSat account; however, on December 30, 2016, an automatic update was made and the payment method was updated Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalfAs the early termination fees were valid, and be the automatic update processed, ViaSat is unwilling to refund the charges collected on January 4, ViaSat believes these charges were valid per the Customer Agreement Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms*** was installed on December 31, We apologize for any install/scheduling issues that Ms*** experiencedMs*** was advised that
she would receive a credit for the first month and this credit was added to the account, unfortunately it did not hit the account until after the bill posted which is why Ms*** was chargedIn order to arrive at a resolution ViaSat has issued Ms*** a refund of $back to her payment method on January 1, and she should see that refund within 3-business days, along with that refund ViaSat has placed another credit of $to the accountThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: exede (Viasat) is currently charging our account $We will now need a refund in order to agree to the original terms.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation *** have caused
ViaSat did attempt to collect Ms***'s monthly charge from her account on April 20,
2015, the same date she requested to disconnect her ViaSat accountThe payment attempted to be collected was automatic, and as the account was disconnected on the same date as her billing cycle, systematically it was unable to be stopped
Nevertheless, Ms*** did contact ViaSat's customer service on *** 20, to request that this charge be reverseAt that time, the ViaSat representative attempted to place a credit on Ms***'s account; however, as the account was disconnected they were unable to do soOn June 9, Ms*** contacted ViaSat again to discuss the charge that was in collectionsDuring her conversation with ViaSat's representative Ms*** was advised that a request would be submitted for the credits to be applied to her account for the reversal of the collections amount
As of June 11, 2015, ViaSat has applied the correct credits to Ms***'s account and her account will be brought to a zero balance on July 20, Again, we apologize for any confusion this situation *** have caused
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint can be closed after July 20th when my account will be brought to a zero balance and I have received a letter from collections stating I have a $and my credit report has not been affected

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused 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 feesEach of
these points are also addressed in the customer agreement signed by Ms*** on December 16, and available at Exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfaction Ms*** previously had an account with ViaSat that she disconnected and ViaSat agreed to waive the early termination feesMs*** opted to reconnect the account and was advised that the early termination fees would apply on this new account if disconnectedMs*** called ViaSat on April 8, wishing to disconnect with no early termination feesViaSat’s Customer Care representative advised Ms*** that the early termination fees would be valid if the account was disconnectedMs*** started using profanity during this call and got highly upsetViaSat’s Customer Care representative opted to disconnect the call due to this situationViaSat has the ability to pull the calls for quality assurance purposes and they were able to validate this In order to arrive at a resolution ViaSat has agreed to waive the early termination fees one more timeShould Ms*** wish to reconnect the account at any time and decides to disconnect again she will be responsible for the early termination feesMs*** will need to make sure the equipment is sent back using the prepaid shipping label and box that ViaSat supplies after the disconnection Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat attentionWe apologize for any confusion or frustration this situation may have caused ViaSat’s service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy
ViaSat’s Exede Evolution service plan offers customers with unlimited access to web pages and email, and GB for all other online trafficUnder the Exede Evolution plan, accessing web pages and email will generally not count towards a customer’s monthly data allowanceHowever, all other internet usage will count toward the monthly data allowance, including video, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than MBsIf the customer uses 100% of their 10GB monthly data allowance, access to the Internet may be slowed and restricted pursuant to the Data Allowance Policy Mr*** contacted ViaSat on October 19, to discuss his usage and information provided to him at the time of saleDuring his conversation with the ViaSat representative, Mr*** was advised that the sales call would be reviewed for further review On October 19, 2015, Mr*** contacted ViaSat again to discuss the call pull request and information provided to himDuring his conversation with the ViaSat representative, Mr*** was advised that the sales call was reviewed and they found that no mis-information was provided to him at the time of saleMr*** was advised at the time of sale that his email and web browsing will remain at “top speed,” and once he downloads to movies a month, his data would be slowed down with no increase on his bill. On February 11, 2016, Mr*** contacted ViaSat to discuss the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was given retention offers; however, he declined and requested the disconnection of his accountMr*** was advised of the early termination fees at the time of disconnectionMr*** stated that he would not pay these fees and would take us to court. ViaSat received contact from Mr*** again on February 22, via an email to dispute the contract terms and request to be released from his contractMr*** was advised by the representative that ViaSat would like to discuss this further with him, but that unfortunately we cannot disconnect an account or discuss Early Termination Fees via Email, Letter, or Voice mailViaSat would have to talk with him and go over our Legal Disclosures in order for the disconnection to be completed On February 1, ViaSat collected a payment of $from Mr***’s payment method on fileThen on March 1, 2016, ViaSat collected $for the applicable early termination fees advised to Mr*** at the time of disconnectionHowever, on July and 31, ViaSat received chargebacks from Mr***’s bank account for the $and $chargesAs these were valid charges, ViaSat did not issue an offsetting adjustment to Mr***’s account and subsequently, his account was sent to our outside collections agency for $on August 2, In order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to waive the $for the early termination fees; however, ViaSat does not agree to waive the balance owed for the monthly services of $Given that Mr*** was provided with accurate information at the time of sale, and as we have agreed to waive the balance of $283.97, ViaSat believes this is a fair resolution to Mr***’s complaint If Mr*** would like to make a onetime payment for the $59.98, he may contact ViaSat’s 24-Hour customer service department at ###-###-####Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Viasat claims in their response:"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 router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speeds."However, Viasat's speeds were grossly lower than advertised, about 1/6th lower speeds than the mbps in my plan, even during the least congested periodsAlso, during the liberty pass period, there internet was literally unusable, despite promising usable speeds during sign upI am not the first customer to complain about this issueViasat offers quite possibly the worst internet service in the world, and honestly should not be allowed to continue there business.Viasat is also making me go onto my roof to return a transceiverThat seems like a wildly dangerous and inappropriate task to ask their customers to do, and I refuse to do so, as I have a herniated disk in my back and do not have the physical strength to ensure my own safetyI demand a full refund
Sincerely,
Daniel Steinberg

Thank you for bringing Ms*** 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 v (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 workAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost or purchase additional usage under ViaSat’s Buy More option at $per GB on an as-needed basis. Ms*** contacted ViaSat on April 20, 2016, to discuss the connectivity of her ViaSat servicesDuring her conversation with the ViaSat representative, Ms*** was advised that the connectivity issue was directly related to the breach in the Data Allowance PolicyThe 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 packageThe 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 filesMs*** advised the representative that she was utilizing he services to stream videos. ViaSat did not receive any further contact from Ms*** regarding her service plan or data usage until April 29, At this time, Mr*** sent called into ViaSat’s Customer Service Department to discuss her current usageViaSat’s representative responded to Ms*** with her current usage information and alternate plans. In response to this complaint, ViaSat is willing to waive Ms*** early termination fees in fullHowever, Ms*** is responsible for returning the Leased ViaSat equipmentMs*** early termination fees were waived in full as of today, May 4, Should Ms*** need additional assistance please have her contact ViaSat’s Customer Service Department at 1-855-463-9333. We apologize for any misunderstanding or frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for brining Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination
fees. Each of these points is also addressed on the first page of the Customer Agreement signed by Ms*** on October 11, and available at exede.com/legal. We apologize if Ms*** feels these points were not communicated to her satisfactionDue 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 equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity.Since installation, Ms*** has contacted ViaSat times regarding connectivity with her servicesEach time, Ms*** was advised that issues with her services were directly related to congestion or weather outagesOn May 29, a ViaSat Home Service Provider Technician went to Ms*** location and realigned her dish. Ms*** contacted ViaSat again on September 15, to discuss the connectivity of her ViaSat accountDuring her conversation with the ViaSat representative, Ms*** was advised that the connectivity issues were directly related to a weather outage in her areaMs*** advised the representative that she would call ViaSat back if the issue persisted. ViaSat did not get another call from Ms*** regarding connectivity issues until November 11, as which time she was advised that the slow speed were directly related to congestion within her areaOn April 12, Ms*** contacted ViaSat to discuss her servicesDuring her conversation at this time, Ms*** was on her lunch break and was unable to have troubleshooting steps performed In response to this complaint, ViaSat does not agree to refund Ms*** all charges collected since October However, if Ms*** feels that the services are not meeting her needs, ViaSat will agree to disconnect the account with waiver of the early termination feesIf she wishes to disconnect her account, please have her contact ViaSat’s 24-Hour Customer Service number at 1- 855-463-and reference ticket ***Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after her disconnection if she chooses to disconnect her account, 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 returnThank you for the opportunity to respond