ViaSat, Inc.

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 *** ***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

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***’ 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

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*** 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

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

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

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

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,
*** ***

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,
*** ***

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

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

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 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 Ms*** response to our attention.Viasat’s records are based on account history and interactions with Viasat representativesWe apologize if Ms*** believes these records are inaccurate in their presentation. At this time, Viasat believes that all appropriate action has been takenMs*** waiver for half of the early termination fees has been applied as of May 3, 2018. Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** 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.