ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attention The Customer Agreement provided to each new customer, and signed by Mr*** *** on January 24, 2018, 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 Mr***‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement Our records show that Mr*** contacted Viasat on December 25, stating that he was unable to use his services due to going over his data allowanceMr*** asked when his contract expired, and the Viasat representative advised Mr*** that his contract expires on September 20, and that if he decides to disconnect his service his early termination fees would be approximately $Mr*** chose at that time not to disconnect his services, but stated that he might in the future Mr*** contactedViasat a second time on December 25, and requested to transition his package from the Liberty GB plan to the Liberty GB with Free Zone ato provide him with more dataAfter the package transition, Mr*** stated that he was still experiencing slow speedsThe Viasat representative advised Mr*** to powercycle his modem and if his speeds were still slow after that, he would need to contact Viasat’s Technical Support team during regular business hours No further contact was received from Mr*** until he contacted Viasat on March 20, requesting to disconnect his Viasat servicesMr*** requested a copy of his contract as well; the Viasat representative advised Mr*** that because his account was still currently active, they would not be able to send him a copy of his contract as he had access to the contract on his customer portalThe Viasat representative read Mr*** disconnection disclosures including information about early termination fees, and successfully processed the disconnection of serviceAs of March 23, 2018, that request has not been completedWe apologize for any inconvenience this may have caused Mr***As a resolution to this complaint, Viasat has agreed to waive Mr*** early termination fees and will have a refund check for $sent to Mr*** address on fileIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463- Thank you for 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.

Initial Business Response /* (1000, 7, 2015/09/09) */
Thank you for bringing Mr***'s complaint to our attention
In response to this complaint, a member of ViaSat's Consumer Affairs Department reached out to Mr*** on September 9, to discuss his concernsDuring this conversation, it
was agreed upon that if Mr*** setup service through an authorized local dealer in his area, ViaSat would honor the promotion of the Liberty GB service plan at $for the first three months of serviceMr*** also agreed to forward the screenshots of the websites he visited for ViaSat's review, and will be calling the Consumer Affairs representative once he has setup an account with ViaSat so the promised credits can be applied
We apologize for any frustration Mr*** *** have experiencedThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:The issue has not been resolvedI am still experiencing packet loss and slow speedsMultiple people at Exede have stated that the issue is most likely satellite congestionHowever, the company refuses to public admit that congestion is the problem because they are responsible for the problem and have no way to fix the problemThey are continuing to lie repeatedly about what is going onI have also submitted a complaint to the FCC and Missouri Attorney Generals' office about this issue
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a
service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experience ViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced.? We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respond Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatOur records show Ms*** called ViaSat on January 16, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required in order to resolve her issuesA complimentary service call was ordered for Ms***; however, there were no dates available for schedulingTwo additional attempts to order and schedule a service call for Ms*** were made with the same resultsMs*** was provided with a credit of $for the inconvenienceSubsequently, Ms*** requested that her sales channel be changed to a local dealer in her areaOn January 17, 2016, the previous service call orders were cancelled, per the sales channel change process; however, it was determined that the sales channel change request had not been created properly, and if was subsequently rejectedWe apologize for any issue this may have caused Ms*** to experience ViaSat received another call from Ms*** on January 17, 2016, at which time she requested to speak to ViaSat’s Customer Advocate Team (CAT)Unfortunately, the team was unavailable to speak with Ms*** at this timeWhen Ms*** asked for a direct number to CAT, she was correctly advised that no number could be provided, and asked to call back the following morning to speak with a member of the teamOn January 18, 2016, Ms*** called ViaSat again regarding her service call, at which time she was provided with the contact information for local dealers in her areaOn January 19, 2016, Ms*** called ViaSat again regarding her service callAt this time, a second sales channel change request was created and she was provided with a goodwill credit of $for her frustrationsOnce again, this request was not created properly, causing it to be rejectedA fourth service call was created the same day; however, there were still no calendar dates available, nor was there anyone in Ms***’s area to perform her service callIn response to this complaint, ViaSat internally escalated Ms***’s issue for review and resolutionOn January 21, 2016, ViaSat’s Home Service Provider contacted Ms*** to schedule her appointment for January 22, We apologize for any frustration Ms*** may have experienced.? We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***’s complaintThank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to our attention
Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan
provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
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 softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
Our records show Ms*** contacted Viasat via online chat on November 16, regarding the speed of her serviceAt this time, Ms*** was provided with troubleshooting steps and advised to call in for further assistance
Viasat did not hear back from Ms*** regarding the speed of her service until January 17, 2018, at which time she was guided through troubleshooting, and educated on network congestion and peak hoursWhen Ms*** expressed interest in disconnecting, she was reminded of the 24-month minimum service term and the early termination fees
Ms*** called a second time the same day regarding her service speedsOnce again she was advised that her service was being impacted by network congestion
Between January 18, and February 3, 2018, Ms*** called Viasat several more times regarding the speed of her service, and was informed each time that she was being impacted by network congestionWhen Ms*** requested a service call on January 18, 2018, she was informed that one was not required and that Viasat’s field technicians could not resolve network congestion
On February 3, 2018, Ms*** requested the disconnection of her account due to her speed issuesThe Viasat representative informed her of the disconnection disclosures before processing her request
Viasat does not agree to waive Ms***’ early termination fees or approximately $in full; however, as resolution to this complaint, Viasat will agree to waive half of the charge, leaving her responsible for $
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/15) */
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's customer service department via our online chat system on
September 14, During her chat with our customer service representative, Ms*** was advised of instructions for helping with her issuesHowever, on September 25, Ms*** made contact with ViaSat's customer service department once again via our online chat system to discuss her connectivity issues
During her conversation with ViaSat's customer service department, Ms*** was advised to try and go to go.wb.net; however, Ms*** refused stating she should not have to do thisAs Ms*** was unwilling to attempt this troubleshooting step with the representative, the ViaSat's customer service representative advised Ms*** that she would need to call into our customer service department for further troubleshooting stepsAgain, Ms*** refused this step and ended the chat with the customer service representative
Since September 25, 2015, ViaSat has not received a call or chat from Ms***Again, we apologize for any frustration this situation may have caused, but ViaSat is unable to effectively troubleshoot Ms***'s service issues until a call is made into our customer service departmentIf Ms*** could contact ViaSat directly at XXX-XXX-XXXX, we would like to troubleshoot further to determine what may be causing the connectivity issues on Ms***'s system
As a gesture of good faith, Ms*** has been issued $off her monthly bill for monthsAdditionally, ViaSat will agree to refund the $collected on September 12, for her monthly servicesThe refund of $has been issued to the payment method on file and should be received by Ms*** in three to five business days
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** ordered Viasat’s Internet Service through DIRECTV, an authorized Viasat sales agent, on December 7, Mr*** chose Viasat’s Unlimited Silver Mbps plan for $a month, plus applicable
taxes, and a $monthly equipment lease feeAs the service was ordered during a promotional period, $off the internet was given for the first months of billing.? ? ? The Customer Agreement, signed by Mr*** on December 11, 2017, and available at exede.com/legal, commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr*** contacted Viasat on May 17, to disconnect his account due to moving to a new residence that did not allow the installation of satellite servicesThe Viasat representative informed Mr***, as part of standard disconnection disclosures, that he would be responsible for early termination feesMr*** explained that the sales agent he ordered service from had assured him that he would not be responsible for the early termination feesThe Viasat agent told Mr*** that the early termination fees were valid$was charged to Mr*** payment method on file on June 12, 2018.? ? As a resolution to this complaint, Viasat has waived the early termination fees that were charged to Mr***A refund of $to Mr*** payment method on file was processed on June 30, and should appear on his bank statement in to business days.Thank you for the opportunity to respond.? ?

Complaint: ***
I am rejecting this response because they keep changing the detailsIf they recorded the conversations like they said they need to go back and listen to what I was told instead of what their representatives wrote downthey will find that the conversations do not match what they wrote in their reportsI was lied to from the beginning? ?
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention? Mr*** is currently receiving Viasat’s Exede 12Mbps-GB? service plan at $79.99? a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee ? Mr*** service
plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by *** ***? on August 6, ? Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not work ? The most common causes for high data 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 (e.gviewing pictures on Facebook or through SnapChat).? Customers have the choice to purchase additional data under Viasat’s Buy More option at $per GB on an as-needed basis, but are not required to do so.? Alternatively, customers may utilize Viasat’s Late Night Free Zone from 12:AM to 5:AM / Early Bird Free Zone from a.m??" a.m., local time, during which unmetered service is provided at no extra cost? If Mr*** continues to experience issues with his/her data usage we advise him/her to look for the common causes for high data usage mentioned above,? programs that are running in the background, and whether his/her router is secure? It is our goal to provide our 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, 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? ? Or records show that Mr*** contacted Viasat on April 9, because he was experiencing slow speedsThe Viasat representative advised Mr*** that due to previous issues with slow speeds and service calls, it was recommended that he schedule another service call to have all of his equipment and cabling replacedMr*** declined to schedule a service call at that timeMr*** contacted Viasat later that day and stated that his pole mount was not very secure and felt like that was the reason that his speeds were slowThe Viasat representative advised Mr*** that due to him not accepting the service call previously offered as a resolution that an offer of a free service call would not be made ? Mr*** made multiple contacts to Viasat regarding his slow speeds and connectivity between the dates of May 10, and March 29, Mr*** was advised on multiple occasions by Viasat representatives that he would need to be at home to have trouble shooting performed or that his slow speeds were due to Network TrafficMr*** has had service calls completed within these dates, during which his equipment was replaced on each visit? Mr*** has also requested multiple times for his service to be disconnected between the dates of April 9, and March 29, 2018, but has never followed through with the disconnections and due to this has had multiple credit offersSince Mr*** install date of August 6, he has had a total of $2,in credits added to his account for retention and down time of his service? At this time, Viasat feels that all appropriate actions have been taken and does not agree to refund Mr*** any of the requested funds? If Mr*** needs further assistance, he may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-We apologize for any frustration Mr*** may have experienced ? Thank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/10) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat
ViaSat's Acceptable Use Policy, located in the Customer Agreement signed by Mr*** on August 28,
2014, states that the primary account holder is responsible for any misuse of the ViaSat service, even if the misuse was committed by a friend, family member, or guest with access to your Service accountThe Customer Agreement also states that ViaSat reserves the right to terminate an account at any time, with or without noticeA copy of Mr***'s signed Customer Agreement has been sent to him via postal mailMore information on ViaSat's Acceptable Use Policy can be found at exede.com/legal
Between June 30, and December 8, 2015, ViaSat received twenty-four (24) copyright infringement notices associated with Mr***'s accountViaSat forwards all received notices to the contact email address for its customers when they are receivedOur records show these notifications would have been sent to Mr*** at ***@wildblue.net
On December 8, 2015, Mr***'s account was terminated for the multiple and continued violations of ViaSat's Acceptable Use PolicyPer ViaSat's process, customers who have been disconnected for multiple copyright infringements are ineligible to have their accounts reconnected
In order to come to a resolution regarding this account, ViaSat is willing to allow Mr*** to reconnect his account as a one-time courtesy, provided that he first takes the following steps:
Ensure that all critical updates and/or service packs have been applied to his operating system
Ensure that his anti-virus software is up to dateIf he do not have anti-virus program installed on his system, it is recommended that he acquire such a programThe vast majority of maladies that affect computers are caused by viruses
Ensure his wireless router is password protected and that no unauthorized users *** access the home network
Once Mr*** has performed the above-mentioned steps, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXXMr*** should be advised that by choosing to reconnect his service, he will be obligated to agree to a new 24-month minimum service term and sign a new Customer Agreement
Thank you for the opportunity to respond

Thank you for bringing Ms***? complaint to Viasat’s attentionWe apologize for any issues she may have experienced? Our records show Ms*** was receiving Viasat’s Liberty - Boost + WiFi service plan at $59.99, plus applicable taxes and a $monthly lease feeThe Customer
Agreement signed by Ms*** on November 04, and available at exede.com/legal, states that Viasat does not provide a refund for unused services regardless of when an account is disconnected? Ms*** contacted Viasat on November 12, to request information regarding her monthly usageDuring this conversation, Ms*** was educated on her usage and ways to saveMs*** did not contact Viasat again until December 12, ? ? Viasat collected $for the monthly services on December 8, ? On December 12, 2017, Viasat received contact from Ms*** who requested the disconnection of her Viasat accountThe Viasat representative offered a free month of service; however, Ms*** declined this offered and requested to disconnect that day ? In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms*** the unused services of $to the payment method on fileThe refund should be received by Ms*** within three to five business daysHowever, Viasat does not agree to waive the early termination fees of approximately $165.00, not including taxes ? Additionally, 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 she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855- 463- ? Thank you for the opportunity to respond?

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale all customers are advised of ViaSat's 24-month minimum service term commitment and early termination fees should the account be disconnected prior to the
monthsCustomers are also advised that ViaSat is a paperless company and that there needs to be a valid payment method on file in order for the monthly payments to be madeEach of these points are also addressed in the signed customer agreement by Ms*** On October 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionMs*** called in on November 25, to have the account cancelled as the service was not meeting her needs or expectationsMs*** was advised of the early termination at the time of disconnectionThe early termination fees are valid charges and will remain on the account with no refund being issuedMs*** has already disputed the charges with her bank and it will be up to them to return the feesShould the fees be returned and a chargeback occurs with ViaSat then the charges will remain valid on the account which could result in the account being sent to collections if left unpaidThank 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 the billing for ViaSat’s services
Our records show Ms*** contacted a third-party sales agent to order ViaSat’s services on February 9, 2016, at which time she
ordered ViaSat’s Exede Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Exede Internet service was installed at Ms*** home on February 10, On February 11, 2016, Ms*** called ViaSat to have the Exede Voice service added to her account at $a month for the first six months, plus applicable taxesAfter the first six months of service, the price of the Voice service is increased to $a month
On February 12, 2016, ViaSat collected a payment of $from Ms*** for her first month of service, including prorated fees based on her disconnection dateMs*** called ViaSat the same day regarding the bill, at which time the ViaSat representative reviewed the invoice with her in detailDuring this conversation, Ms*** advised that she thought she’d be getting the Exede Internet service at $a monthThe ViaSat representative advised her that ViaSat did not have such a plan available in her area, and advised her that her bill would be $plus tax moving forwardMs*** also disputed being charged for the Voice service when she had not yet received the Voice adapterAt this time, the ViaSat representative provided her with a $credit towards her next billDuring this conversation, Ms*** requested to speak to a supervisor regarding her service plan pricing
During her conversation with ViaSat’s supervisor, Ms*** once again explained that she’d believed at the point of sale that she would be receiving the Exede Internet services at $a monthThe ViaSat supervisor advised Ms*** that that particular plan was not in her area, and advised her to fax in a copy of the flyer she’d received with the promotional offering for ViaSat’s review
ViaSat received another call from Ms*** on February 16, regarding her billing and the promotional flyer she’d receivedAt this time, Ms*** was offered and accepted a discount of $off her bill per month for monthsMs*** was also provided with a $goodwill credit
On February 22, 2016, ViaSat received a fax from Ms*** including the flyer she’d received advertising the service at $for the first monthsHowever, upon review the flyer, it was determined the promotion was only valid if the Exede Internet and Voice services had been setup through DIRECTV, another authorized sales agent of ViaSat’s serviceAs Ms*** had not ordered service through DIRECTV, she was ineligible to receive the promotion in the flyer
On March 1, 2016, Ms*** chatted into ViaSat regarding her bill, at which time she was reminded of the pending credits on her accountMs*** made a one-time payment of $on March 10, through ViaSat’s online account management system located at myexede.netThe combination of the credits on Ms*** account and her one-time payment left her with a credit balance of -$22.37, which applied to her next bill
Ms*** made a one-time payment of $on April 12, 2016, her bill cycle date; however, as Ms*** monthly service fee was a total of $64.54, she was later billed another $to resolve the differenceMs*** called about the second charge to her account later the same day, at which time she was advised that her bill was $and reminded of her service plan pricingWe apologize for any confusion Ms*** may have experiencedThe online account management system was reflecting the $credit balance she had on her account, not a balance due
Ms*** contacted ViaSat via online chat later the same day regarding the promotional flyer she had experienced, at which time she was advised that it was only for customers who’d signed up for ViaSat’s services through DIRECTV
On April 20, 2016, Ms*** called because she was experiencing intermittent connectivity, at which time she was advised she had exceeded her monthly priority data and had been slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative informed Ms*** about the Liberty Pass associated with her services, and provided her with information about the other service plan offerings in her area
On April 25, 2016, Ms*** called ViaSat to request that her payment method be removed from ViaSat’s systemsUnfortunately, Ms*** request was not submitted correctlySubsequently, on May 12, 2016, ViaSat charged Ms*** $for monthly service; however, the payment failedMs*** emailed ViaSat the same day inquiring about the bill and requesting disconnectionAt this time, a ViaSat representative attempted to reach out to her via phone, but there was no responseAn email reply was sent to Ms*** providing her with the details of her billing and redirecting her to call into Customer Service if there were any further concerns
Ms*** reported a connectivity issue to ViaSat on May 5, After the ViaSat representative guided her through troubleshooting, she was able to connect
Ms*** called ViaSat on May 16, inquiring about the bill and advising that her payment method was still on record with ViaSatAt this time, the ViaSat representative moved forward with removing Ms*** payment method; however, before they could review her bill with her, the call droppedThe representative attempted to call Ms*** back, but was unsuccessful
In total, ViaSat has provided Ms*** with $in goodwill credits for her billing issues, and does not agree to provide her with any further discounts at this time
If she is still experiencing an issue with the connectivity with her services, she may contact ViaSat’s 24-hour Customer Service department at 1-855-463-for assistance and troubleshooting
Thank you for the opportunity to respond

?
Complaint:
I am rejecting this response because: this is untrue? I had service to my house and the service guy said the eye on my satellite dish was bad and he replaced it? Now my internet is working fine again? So I was correct and it's very bad customer service that I have to pay for them to fix there equipment? I don't think that should be allowed? They can lie all they want but I have the proof where he came snd fixed it
Sincerely,
Joni Kelley

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion she might have experienced Ms*** first contacted ViaSat regarding her belief that her services were not ground on April 29, During her conversation with the ViaSat representative, Ms***
was educated that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** declined this offer On May 3, 2016, Ms*** contacted ViaSat to discuss her equipment not being groundedOnce again, Ms*** was educated that a service call would be needed to in fact determine if this was accurate, but she would be responsible for the service call chargeThe ViaSat representative also offered to add EasyCare to Ms***’s account which provides required service calls at no extra charge, normally $per service call for only $a month and no charge first daysMs*** declined this offer Ms*** did not contact ViaSat again until August 3, at which time she stated that she believed her dish was not groundedOnce again, Ms*** was that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs*** was once again offered to add EasyCare to her account; however, she declined the offer Since this date Ms*** has not contacted ViaSat to request a service call related to her belief that her equipment is not groundedIn order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to send a technician to Ms***’s location to review the installation of her services at no additional chargesMs*** may contact ViaSat’s 24-hour Customer Service at *** and reference ticket *** to have the service call scheduled Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I was not notified
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attention
Our records show Viasat charged Mr*** $in monthly service fees on December 28, 2014, but the payment failedSubsequently, the account was suspended for nonpayment on December 30, It remained in this status until
January 7, 2015, when it was disconnected for nonpaymentMr*** called Viasat the same day regarding his account, at which time he was provided with the disconnection disclosures, including the early termination fees and return of the Viasat equipment
Mr*** equipment was marked as returned on January 26, On January 28, 2015, Viasat charged Mr*** $in early termination fees plus the existing balance due
Viasat received a call from Mr*** on February 26, regarding the balance due, at which time he was provided with a breakdown of the charges in question
On March 4, 2015, Viasat received a Revdex.com complaint from Mr*** regarding the balance dueIn response, Viasat informed Mr*** and the Revdex.com that the balance due of $was valid
Mr*** made a payment of $towards the balance due on April 17, 2015, leaving a remaining balance due of $in collections
Viasat did not have any further contact from Mr*** until March 10, 2018, at which time he advised that he had received a call from a collections agency regarding the balance due
As resolution to this complaint, Viasat will agree to have Mr*** account removed from collections with the remaining balance due of $waived in full
Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated
computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMr*** is currently receiving promotional discounts in the amount of $off for months, as well as a month credit to cover the cost of his EasyCare programThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Mr*** contacted Viasat on February 7, to advise that he was experiencing slow speeds with his Viasat servicesA Viasat representative assisted him in troubleshooting, and it was determined that the problem was due to network congestionThe representative requested that Mr*** contact Viasat in the morning to determine if this was the true source of the problem, as he should not be experiencing network congestion then.? In response to this complaint, Viasat has reviewed Mr***’ accountAs of February 8, 2018, Viasat has not found any issues with Mr***’ service.If Mr*** has any further questions regarding his services or would like troubleshooting assistance, he may 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: I never signed an agreement AND there is NO *** *** that is known to me that could have signed an agreement
Sincerely,
*** ***