ViaSat, Inc.

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

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement provided to each new subscriber, signed by Ms*** on October 15, and also available at exede.com/legal, states ViaSat
requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termSince installation, Ms*** has contacted ViaSat eight times regarding the connectivity of her ViaSat servicesDuring her conversations with the ViaSat representatives, Ms*** was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyCustomers 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 AgreementPursuant 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 workThe 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*** contacted ViaSat on March 23, to request the disconnection of her ViaSat accountDuring her conversation she was advised of the disconnection disclosures including; the leased equipment return policy and early termination feesViaSat is unwilling to refund Ms*** early termination fees in full. However, ViaSat agrees to refund half of the early termination fees as she has returned the leased ViaSat’s equipment. ViaSat will issue a refund of $to the payment method on fileMs*** should receive this refund within three to five business days from today, April 27, Thank you for the opportunity to respond

Thank you for bringing *** ***’ rebuttal to our attention
*** ***’ service plan was 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 October 23,
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 *** or through ***)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 soAlternatively, customers may utilize ViaSat’s Early Bird Free Zone (EBFZ) from a.m- a.m., local time, during which unmetered service is provided at no extra cost
Our records show *** *** contacted ViaSat an additional three times between February 4, and February 7, regarding his speeds during the EBFZDuring these conversations, ViaSat’s representatives once again saw that there was an issue with his account’s service plan settings and he was guided through troubleshootingUnfortunately, the ViaSat representatives were unable to resolve *** ***’ issuesOn February 9, 2017, *** *** called ViaSat to disconnect his account
As resolution to this complaint, ViaSat has waived *** ***’ early termination fees in full as of February 9,
We apologize for any frustration *** *** may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, signed by Mr*** on October 20, 2012, advises that customers are responsible for returning ViaSat’s modem and transceiver within days
after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnectionThis equipment return kit is delivered to the shipping address on file, or an alternate address at the request of the customer
Our records show Mr*** called ViaSat on October 15, to disconnect his account because he was moving, at which time he was reminded of the equipment return requirementsPer Mr*** request, his shipping address was updated so the equipment could be sent to a different location; however, review of his account shows that the address field was input incorrectly, causing the shipment to be returned to senderWe apologize for any frustration this may have caused Mr*** to experience
On November 16, 2016, ViaSat received notice that Mr*** equipment had not been returned; subsequently, ViaSat collected a payment of $in unreturned equipment fees from Mr*** on November 24, Mr*** contacted ViaSat on November 28, regarding the charge, at which time he advised he had not received the original equipment return kitDuring this conversation, the ViaSat representative updated Mr*** shipping address and escalated a request to have a second box sent to himMr*** was advised that he would be refunded for the unreturned equipment fees upon the return of the equipmentPrior to this interaction, ViaSat had not received any contact from Mr*** advising that he had not received this shipment
On November 29, 2016, ViaSat received an email from Mr*** regarding the unreturned equipment feeIn response, a member of ViaSat’s Corporate Resolution Team (CRT) reached out to Mr*** to discuss his concernsDuring this conversation, Mr*** requested that a technician go out to his new location to retrieve the equipment, at which time he was correctly informed that a technician could be sent out, but that they would only uninstall the transceiver from the satellite dish Mr*** had taken with himIt was also explained to Mr*** that he would still be responsible for returning the equipment via the UPS box; however, as a gesture of goodwill, the CRT representative ordered a free service call for Mr***At this time, the CRT representative determined that there was an issue with the shipping address associated with the second equipment return kit, and escalated a request to have it updated
As resolution to this complaint ViaSat will refund Mr*** the unreturned equipment fees of $in fullMr*** is still responsible for returning ViaSat’s modem and transceiver via the UPS being delivered to him
Thank you for the opportunity to respond

Initial Business Response /* (1000, 12, 2015/12/31) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on September 24, to discuss the
connectivity and disconnection of her ViaSat accountDuring her conversation with ViaSat's representative she was advised of the early termination fees that would apply should she wish to disconnect and Ms*** disconnected the call before the disconnection could be completed
On October 1, Ms*** made contact again with ViaSat's customer service department to discuss the disconnection of her accountDuring her conversation with ViaSat's representative, Ms*** was offered steps to resolve her connectivity issues; however, she declined these offersShe informed the ViaSat representative that she would call back on October 6, to have the account fully disconnected
ViaSat did not receive contact from Ms*** again until December 9, At the time of this call Ms*** once again requested the disconnection of her ViaSat accountShe was once again advised of the early termination fees that would apply upon disconnection of her accountMs*** agreed to these fees and stated she did not want the account disconnected until the payment method on file was updatedAs of today, December 31, 2015, Ms***'s ViaSat account remains active
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to disconnect the account with waiver of the early termination fees effective December 31, However, ViaSat does not agree to refund all charges collected since installation of ViaSat servicesViaSat will agree to refund the October and November payments of $for a total refund of $This refund will be issued to the payment method on file and should be receive in three to five business days
Ms*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 14, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Data Base Migration

As stated in ViaSat’s previous reply if Ms*** wishes to disconnect her ViaSat account she may do so with waiver of the applicable early termination feesIf she wishes to do so she may contact ViaSat's customer service department at ###-###-#### and reference ticket number ***Additionally, due to a system error Ms*** was charged $for the lifetime lease feeHowever, ViaSat issued this refund back to Ms*** as of February 11, Ms*** should receive this refund within three to five business daysThank you

Complaint: ***
I am rejecting this response because: I honestly feel this is not an ethical way to take care of this matter This company's service is something different than any others we have used in the past and I did not understand this difference when speaking with the Customer Representative I spoke with at the time I ordered their service...and he was a very nice person to deal with I answered his questions and he said he thought the Liberty Plan would be good for my needs With other Internet Services we have used, we always got the same service for the entire time, and I assumed this would be the same I had no idea that the priority time (fast service) would last for only day and then change to the very slow serviceThis could be my fault...not understanding this since it is such a new and different concept than I had ever been aware of As to the electronic signing, I did not really understand this as we have always had to sign the contract after the Installer finishes the installation and date it then I did not look at the contract information online until after cancelling the service and it is pages of small print and I don't know who would read all that information and know what it said when they finished.I will be willing to offer to pay $to Exede for the few days I had the service in order to clear up this matter if that is agreeable with the Company I feel that is more than fair since there is this misunderstanding and it will compensate them for their installation (we returned everything we were told to return) I had intended that the first month's charge was to stay with the company but for some reason, my bank credited it back to my account
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** account was cancelled in flight on July 18, ViaSat’s policy is to issue the refund of $back within business days from the day the account was
cancelled in flightViaSat does have the option to escalate this refund and the customer will receive it within 3-business daysViaSat has issued the refund of $back to the payment method on file today July 22, *** *** will see this refund back within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: For give me for taking perhaps more than days to respond, however it was a holiday weekend and the internet required to respond was either unresponsive or out all togetherI dispute the amount of times the company stated I had called to complain for it was many more times than listed.Also I vented fully in a survey and received no feed back at allThis company is as unresponsive as their internet. I dispute the "upgrade" time overnightIt ends very much earlier than the time listed AND the turn over at am and 6am usually knocks us off line completely and I have to use my tech skills to attempt to reestablishNo I do not call them anymore for I know I am a beaten consumer with no other choice
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Ms*** purchased ViaSat’s Liberty service plan through an authorized ViaSatEach customer has access to ViaSat’s Customer
Agreement at ***. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms***’s electronic signature on the Customer Agreement dated October 2, 2016. The Customer Agreement commits customers 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 November 1, 2016, Ms*** contacted ViaSat to discuss the disconnection of her ViaSat accountDuring this conversation, Ms*** stated that she felt that the dealer took advantage of her and that she didn’t sign the Customer Agreement. Due to the signed Customer Agreement, Ms*** was educated that the early termination fees would applyIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agrees to waive the applicable early termination fees associated with the disconnection of her accountAdditionally, 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 instructionsThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedMrGuy was charged $on July 1, for the early termination feesThis fee was never paid so it stayed on the
accountMrGuy was then charged $for non-returned equipment on August 1, bringing the total due to $On August 28, ViaSat reversed the charges of $as the equipment was returned, leaving the balance of $on the accountMs*** called ViaSat on August 26, and made a one-time payment of $to the account to bring the balance to $As of today September 29, the account balance is at $MrGuy will no longer receive emails or collection noticesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I still feel this company is unethical and will take advandage of people that will not stand up for themselvesI would not advise anyone to use their servicesI should not have had to contact the company to let them know they were not going to take advantage of my sonI believe they would have continued to try to ruin his credit even though they had already received their equipment and had not removed it from his account
Especially since the company misled my son as to the capibilites of the internet to work with his online gaming systemWhen he contacted them the day after his service started and was told he would have to pay the disconnect fee reguardlessI just wish he had let me know as soon as it happened so I could have helped him resolve the matter

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s billing processesThe Customer Agreement, signed by Ms*** on July 16, and available at exede.com/legal, states that ViaSat will not provide
customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their serviceSection of the Customer Agreement authorizes ViaSat to automatically withdraw from Ms*** payment method on file for ViaSat’s servicesOn January 3, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** contacted ViaSat on January 30, 2016to request the disconnection of her ViaSat services. During this conversation, the ViaSat representative informed Ms*** of the disconnection disclosures; however, she moved forward with the disconnection of her ViaSat accountMs*** called ViaSat back on March 21, to request a refund of the payment of $made on January 3, At this time, Ms*** was correctly advised by the ViaSat representative that ViaSat did not provide customers with a prorated refund for any prepaid fees, per the Customer AgreementIn response to this complaint and as a gesture of good faith, ViaSat requested a refund of $to be issued via a check to Ms***The refund should be received by Ms*** within two business week from the issue dateIf Ms*** further assistance or has additional questions, she may call ViaSat’s 24-hour Customer Service Department at ***

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** was installed on April 12, ViaSat has one phone call from *** *** on July 7, stating that she wanted to disconnect the account because they cannot
use itShe states that every time it rains the service goes outDuring this call the account was in a non-pay suspension and *** *** was advised that the account cannot be disconnected until the bill was paid and the service was resumedViaSat understands that the service is not meeting Mror *** ***’s needs or expectationsIn order to arrive at a resolution ViaSat will provide two options for *** ***Option number one is that ViaSat can send out a technician free of charge to see if the issues that *** *** is experiencing can be fixed and option number two would be to allow *** *** to disconnect the account with the early termination fees waived*** *** can contact Customer Care at *** and reference ticket number *** with whatever option he decidesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat offers a one-time move that comes free of charge with a new year agreementViaSat understands that Mr*** had the Exede service installed on a trailer
while his home was rebuiltAt the time of installation Mr*** used a local dealer to have the service installed ViaSat received a call from Mr*** in November of stating he needed the services moved to his rebuilt homeAt that time Mr*** was referred back to the local dealer that performed his initial installationViaSat understands that Mr*** has had issues getting a hold of the local dealer and we apologize for thatIn order to arrive at a resolution ViaSat has issued Mr*** a total refund of $back to his payment method for the months that he has paid for and has not had service and he will see this refund within 3-business daysViaSat will also have one of their Corporate Care agents call Mr*** today May 4, to have the account moved to the home Thank 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
Sincerely,
*** ***

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any issues she may have experienced*** *** purchased ViaSat’s Exede Liberty GB service plan that offers customers with a monthly Data allowance of GB with download speeds up to Mbps and upload speeds up
to MbpsThe 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 customers. 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 *** *** on May 19, (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 workViaSat created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the data limits of their service planNote the monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset*** *** contacted ViaSat on June 2, to discuss the connectivity of her accountDuring her conversation with the ViaSat representative, *** *** was advised that her connectivity issues were related to service being slowed pursuant to the Data Allowance PolicyAs a gesture of good faith the ViaSat representative offered to add GB of data to *** *** account which she acceptedThe ViaSat representative advised *** *** that she should change the playback settings on Netflix from High Definition to Medium and to endure that there is a password on her router On June 5, 2016, *** *** contacted ViaSat to request the disconnection of her account; however, upon review of the disconnection disclosures *** *** requested to speak with a ViaSat supervisorAs a supervisor was unavailable at that time, the representative advised *** *** that she should receive a call back within twenty four to forty eight hoursWe apologize if *** *** did not receive a return call *** *** contacted ViaSat on June 9, 2016, to further discuss the disconnection of her ViaSat accountDuring her conversation, *** *** was once again advised of the disconnection disclosures, and that the early termination fees would applyAgain, during this conversation, *** *** requested to speak with a supervisor*** *** was advised that the supervisor could only agree to waive half of the early termination fees, but would escalate her request for waiver of the full early termination fees to ViaSat’s Customer Advocate team As of June 10, 2016, *** *** has used GB of her purchased GBService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale. Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdHeavier users of Liberty Pass will experience slower speeds than lighter usersIn response to *** *** complaint, ViaSat will agree to disconnect her account; however, ViaSat does not agree to waive the Early Termination Fees in their entiretyIf *** *** would like to disconnect her account with waiver of half the Early Termination Fees and a refund for the $activation fee collected on May 4, 2016, she may ViaSat’s 24-hour Customer Service department at ** *** and reference ticket *** Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention.Pursuant to the Customer Agreement, signed by Mr*** *** on March 30, and available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The
Customer Agreement states that Viasat does not accept notice of termination via email.Viasat serves as the parent company and provider of *** and Classic Exede Internet ServiceWe apologize if Ms*** may have experienced any confusion due to this fact. Our records indicate that Ms*** contacted Viasat on May 21, in order to upgrade her services from *** to ExedeThe Viasat representative who assisted her successfully completed the transition and Ms*** was scheduled for her installation date of May 23, Unfortunately due to a technician missing her scheduled appointment, Ms*** had to contact Viasat in order to reschedule for May 30, 2013, which was fulfilled. There was no further contact from Ms*** until January 17, On that day, Mr*** contacted Viasat to advise us that he thought the service had been cancelled over a year ago when he had moved services to *** NetMr***’s account was successfully disconnectedThere was no request for a refund made by the customer. In an offer of goodwill, Viasat will agree to refund the last six months of service charged to Ms***, in the amount of $This refund has been processed as of January 18, 2018, and the funds should be seen within the next three to five business daysIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond

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

Thank you for bringing Ms***’ complaint to our attention
Our records show that Ms***’ original account was disconnected on January 28, Ms*** called Viasat on January 29, to advise that the account had been disconnected in error, at which time her account was reconnected
The early termination fees and the unreturned equipment fees on her original account were waived, per process
Viasat’s reconnection process requires customers to agree to a new 24-month minimum service termCustomers are informed of this at the time they request the reconnection of their account
Viasat received a call from Ms*** on September 4, regarding the length of her minimum service term, at which time she was informed accordinglyDuring this conversation, Ms*** advised that her account had been disconnected in error, and did not want to be charge early termination fees when she chose to disconnectThe Viasat representative informed Ms*** that a waiver request for the early termination fees could be created when she disconnected service
Ms*** called Viasat on June 19, to disconnect service, at which time an early termination fee waiver request was submitted, with Ms*** being informed that there was no guarantee the request would be approvedThe request was declined on June 26, as the early termination fees were considered valid
On July 1, 2018, Ms*** was charged $in early termination feesShe called Viasat the same day regarding the charge, at which time she was informed that the waiver request had been rejected
As resolution to this complaint, Viasat has issued a refund of $to Ms***’ payment method as of July 11, Ms*** should be advised that it may take three to five (to 5) business days for her to see the amount deposited into her account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond