ViaSat, Inc.

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion this situation may have caused Mr*** contacted ViaSat on July 25, 2016, to discuss the connectivity of his ViaSat accountDuring his conversation, Mr*** was advised that the issues with his
services were due to an outage in his locationMr*** did not request the disconnection of his account at this timeOn August 8, 2016, Mr*** contacted ViaSat due to the charge of $to his payment method on fileMr*** informed the ViaSat representative that his ViaSat account should have been disconnected and that this was not a valid chargeThe ViaSat representative informed Mr*** that we did not receive any contact from him regarding the request to have his account disconnect and therefore, these charges were valid In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund the charge of $to Mr***’ payment method on fileMr*** should receive his refund in three to five business daysIf he does not, he may contact ViaSat’s 24-Hour Customer Service department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat does not accept written correspondence as a form of disconnectionViaSat advises all customers that they have to call into customer care to have the account
disconnectedViaSat does not have any phone call or attempt of a phone call from Mr*** trying to disconnect his account by phoneAll of ViaSat’s agents are trained and speak the English languageWe apologize if Mr*** has any issues understanding the agentsMr*** will need to call customer care at ###-###-#### to have the account disconnectedIn order to come to a resolution ViaSat will agree to refund the past months of service as long as no usage is shown when Mr*** calls to disconnectMr*** can reference ticket number *** when he calls to disconnect Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedIt is our goal to provide Ms*** with the best internet experience possible.? However, due to the nature of satellite-based internet service, there are many
variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment.? Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet.? Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.? This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.? ? ? ? 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 July 29, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat has attached the signed customer agreement for Ms*** viewingThe Customer Agreement signed by Ms*** on July 29, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees.? If we are unable to process your automatic payment at any time and we do not receive electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts payable by the customer to us.? The Customer Agreement also states that monthly fees are payable each month in advance and such monthly fees will apply for each and every month (or portion of a month) that you are a subscriberIf the customer’s account is suspended for a partial month, they are still responsible for the full month of service.? ViaSat does not agree to waive the early termination fees from the account and no refunds will be issued as the services were usedShould Ms*** wish to disconnect she can contact customer service by phone at ###-###-#### to have the account disconnectedViaSat does not accept written correspondence/email as a form of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms*** response to ViaSat’s attentionWe apologize for any confusion she may have experienced with ViaSat’s servicesAs stated in the previous response these charges are valid and will remain valid until paidOnce paid the account will be removed the collection agencyThe customer has a responsibility to read the contract before signingOnce the contract is signed this places the customer into a year agreementIf the account is cancelled before the years are up they are responsible for the early termination fees per the electronic customer agreementThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention
Ms*** is receiving Viasat’s Viasat’s Unlimited Data Bronze at $a month, plus applicable taxes and a $monthly equipment lease 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
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data on the Unlimited Data Bronze plan during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, automatic monthly billing, and Data Allowance PolicyEach of these points is further addressed in Viasat’s Customer Agreement signed by Ms*** on March 13, and also available at exede.com/legal
Our records show Ms*** contacted Viasat on March 14, to file a complaint against the installing technician, stating that he had drilled holes into her drywallAt this time, the Viasat representative advised they would escalate Ms***’s concerns; however, Ms*** ended the call before the representative could follow through with the escalationMs*** called back on March 15, regarding her complaints, at which time an escalation was createdDuring this conversation, the Viasat representative also advised Ms*** when her first month’s bill would generate
In response to the damage claim, the Viasat technician reached out to Viasat and advised that Ms*** had been aware that he would be drilling into her home and that he had advised her of his actions while he was installing the serviceThe technician also advised that he had attempted to pull up the Customer Agreement for Ms*** to view, but it would not loadMs*** chose to sign the Customer Agreement regardlessMs*** was also offered the opportunity to have the technician go out to her home to remove the wire and bushing, and caulk the holesMs*** advised she would call back
Between March 16, and April 2, 2018, Ms*** called in numerous times regarding the speed and connectivity of her serviceDuring this timeframe, she was guided through troubleshooting; provided with a credit of $and a discount of $off her bill per month for months; and educated on Viasat’s Unlimited Data Policy, as described above
As resolution to this complaint, Viasat will agree to waive Ms***’s early termination fees in full if she disconnects prior to April 16, 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 UPS 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
Regarding her damage claim, Viasat has escalated to its Home Service Provider that Ms*** would like the holes drilled into her wall filled
If Ms*** would like to move forward with disconnecting her account, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I will provide all information through the Revdex.com since previous attempts at communication have resulted in no action taken on your end and no solution of the issues incurred while dealing with your company
Sincerely,
Shan Lawson

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 plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans
provide customers with a monthly priority data allowance with download speeds up to Mbps and 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
The Customer Agreement provided to each new subscriber, signed by Mr*** ***, the account holder, on July 5, 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 termViaSat does not provide a trial period for either its residential or Exede Business services
Our records show Ms*** called ViaSat on June 12, because she was experiencing slow speeds, at which time she was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsWhen Ms*** advised that she had signed up for an Exede Business plan, it was determined that she had been setup with a residential plan insteadMs*** advised that she would have her husband call back to further discuss the matter
ViaSat received a call from Mr*** the same day, at which time an internal escalation was issued to have his account transitioned from a residential account to an Exede Business accountHe was also provided with free additional data to remove him from Liberty Pass speeds as a gesture of goodwill
On June 14, 2016, ViaSat received a call from Ms*** regarding her data usage and speeds, at which time her service plan was transitioned from the Liberty GB plan to the Liberty GB planA second call was received from Ms*** the same day regarding her transition to the Exede Business serviceAt that time, she was reminded that her request had been escalated and needed to be worked by the appropriate departmentThe ViaSat representative offered Ms*** GB of free additional data as a courtesy, but she declined and ended the call
Ms*** called ViaSat on June 15, to disconnect her account because she was not receiving the correct serviceAt this time, the ViaSat representative offered her a retention discount of $off her bill per month for monthsMs*** accepted this offer, and her account remained active
On June 16, 2016, Mr*** called ViaSat to disconnect the account, at which time a supervisor approved the waiver of the early termination fees based on Mr*** point of sale issues and the fact that Mr*** claimed he was advised of a day trial period for the Exede Business service at the point of saleHowever, because ViaSat does not offer trial periods for any of its services, the request for the waiver of the early termination fees was rejected on June 18, Subsequently, on July 8, 2016, ViaSat collected a successful payment of $in early termination fees ($343.55), prorated monthly service fees based on the service plan transition ($59.21), and applicable taxes ($22.42)
ViaSat received a call from Ms*** on August 4, regarding the charge to her account, at which time it was determined that she should not have been charged any early termination fees and a refund request was escalatedRefund requests may take 7-business days to be reviewed and processed
As resolution to this complaint, ViaSat has issued a refund of $to Ms*** payment method as of August 8, It may take her 3-business days for her to see it deposited into her account
We apologize for any frustration she may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** contacted Viasat on December 9, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingWhen the issue persisted, a service call was orderedAs Ms
*** account had been ordered through a local Viasat dealer in her area, she was referred back to that business for scheduling
On December 15, 2017, Ms*** called Viasat to advise her service call was still unfulfilledAt this time, the Viasat representative escalated a request to have the service call responsibility for Ms*** account changed from the Viasat dealer to Viasat she could be serviced by Viasat directly
Due to a backlog in requests and the holiday, the sales channel change request was not completed until January 1, However, due to Ms*** location, this request should not have been escalatedViasat does not have a direct fulfillment network in Ms*** areaWe apologize for any frustration this may have caused Ms*** to experience
As resolution to this complaint, Viasat has escalated a request for Ms*** account to be switched to *** *** ***, a local dealer in her areaMs*** will be provided with a free service call, as well as two credits of $for two free months of service
Ms*** may call *** *** ***? at ***? to schedule her service call
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our ***entionWe apologize for any frustration she may have experienced with ViaSat? *** *** is receiving ViaSat’s Liberty - Boost + Free Zone Internet service plan at $99.99, a month, plus applicable taxes and a $monthly lease
feeThis service plan provides GB of priority data per month, download speeds up to Mbps, and 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 ? It is our goal to provide the best internet experience possibleHowever, 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 signed by *** *** on June 29, 2017, that speeds may vary and are not guaranteed? 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 speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed? *** *** contacted ViaSat on July 17, to discuss the slow speeds she was experiencing while ***empted to watch movies and downloadDuring this conversation, the ViaSat representative performed troubleshooting steps including rebooting her ViaSat modemUpon the completion of the reboot, *** *** was receiving speeds of download and upload ? On July 25, 2017, *** *** contacted ViaSat to again discuss the slow speeds she was experiencing and request the disconnection of her ViaSat accountDuring this conversation, the ViaSat representatives advised *** *** that the speeds are not guaranteed, and performed troubleshooting stepsDuring this conversation, the ViaSat representative advised *** *** of the disconnection disclosures including the early termination fees should she wish to move forward with the disconnection of her ViaSat? As of today, July 26, 2017, *** ***’s ViaSat account remains active ? Should ***’s current plan not be meeting her needs, the following plans are also available within her area: ? •? ? ? ? ? ? ? ? ? ? ? ? Liberty - Boost + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? Liberty - Boost + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee •? ? ? ? ? ? ? ? ? ? ? ? Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee? ? If *** *** would like to transition her service to a plan that better meets her needs or is experiencing any issues with her service, she may contact ViaSat’s 24-hour Customer Service Department at ***If *** *** wishes to disconnect her ViaSat account, she may do so but ViaSat will only agree to waive half of the applicable early termination fees ? Thank You!?

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 Mr***’ complaint to our attention
The Customer Agreement, signed by Mr*** on November 30, and available at exede.com/legal, states that Viasat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without
noticeAdditionally, the Customer Agreement also 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
Our records show Mr*** called Viasat on March 21, to inquire what other service plans were available to him, at which time he was informed that he was on the best available plan in his areaMr*** called Viasat again on May 4, to inquire if he could transition to an unlimited service plan, at which time he was informed that they were not yet available in his areaThis was reiterated to Mr*** during a conversation on May 21, The same day, he requested the disconnection of his account, at which time he was reminded of the minimum service term and early termination fees
On June 1, 2018, Viasat charged Mr*** $in early termination fees, but no payment was collectedMr*** called in about the balance due on July 5, 2018, at which time he was reminded of the early termination fees
The balance due of $stayed on Mr*** account until July 9, 2018, when the account was referred to outside collections
Viasat does not agree to waive the balance of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the chargeThis will leave Mr*** responsible for a balance due of $
Thank you for the opportunity to respond

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you so much for helping my mother? It's a sad day when people take advantage of the elderly? Had they checked with their collection agency who ? told us to send a money order, (which they told me on the phone they don't use collection companies.) this would have be resolved immediately but instead they just kept at me to pay on the phone? I checked my mother's bank account and the debit they said they were going to take out was not debited.I greatly appreciate your exceptional service Revdex.com!? Sincerely,? *** ***Daughter of *** ***? ***?
Sincerely,
*** ***
?

?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
? Thank you for resolving this issueIt has been a long, drawn out issue that I'm glad to see come to a closeAs stated before, if I was ever at fault, I would've done my part to make it rightBut I couldn't ever find the evidence to prove I was at faultI appreciate Viasat coming to an agreement to remove the charges as well as my account, and is now going to work things out directly with my institutionIt is definitely a weight liftedIf my Bank is at fault, I hope it gets addressed and made right
Sincerely,
*** *** ?

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedExede is a product of ViaSat and WildBlue was purchased by ViaSatViaSat is the companies nameAt the time of sale customers are made aware of ViaSat’s 24-month minimum
service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Mr*** on October 7, and available at ***ViaSat cannot activate services without a signed electronic customer agreement which is done at the time of installationViaSat has included a copy of the customer agreement with Mr*** signature on itMr*** had access to contacting ViaSat as he had previouslyMr*** contacted ViaSat in November to update his payment method and again numerous times in to see about disconnecting the accountViaSat also requires a valid contact email be on file so the monthly statement can be emailed as ViaSat is a paperless companyViaSat has *** as the contact email Mr*** account went into a non-pay disconnection on February 16, and was charged the early termination fees of $Mr*** failed to return the equipment which led to a charge of $for non-returned equipmentMr*** final bill was for $which was not received in time and the account was sent to an outside collection agency on April 25, On May 3, ViaSat received a check from Mr*** for $which was applied to the account and the collections team updated this with the outside collection agency so that Mr*** was no longer in collectionsAt this time Mr*** is no longer in collectionsViaSat does not agree to issue any refunds back to Mr*** as all the charges are valid charges Thank you for allowing ViaSat the opportunity to respond Tell us why here

ViaSat stands behind its previous responseViaSat issued a refund and Ms*** bank provided her with a credit for the chargeback she submittedTherefore, Ms*** did in fact receive $back to herThe credits from and are the same credits as referenced in the number provided ??" ***The initial credit was a provisional credit as Ms*** submitted a chargeback, and the was the reversal credit for the approval of her requested chargebackThus, ViaSat does not owe Ms*** any further credits and she owes the duplicate money collected of $ If Ms*** would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $Once received, ViaSat will remove Ms*** account from the outside collections process.? ? Thank you!

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedWhen Mr*** filed his first Revdex.com complaint, ViaSat stated they would waive all the early termination fees and issue a refund back of $for the previous months
chargeViaSat followed through with this and removed the charges and issued the refund of $on January 28, Mr*** proceeded to dispute this charge of $with his financial institution or bank which resulted in a chargeback of $to ViaSatThis means Mr*** not only received the refund of $from ViaSat he also received the refund of $back from his financial institution or bank which passed the charge on to ViaSatViaSat placed this charge back on to Mr***’s account as it was a valid chargeIf Mr*** feels this is not the case he will need to check with his financial institution or bank as we show he was refunded by both ViaSat and his financial institution or bank On March 21, ViaSat sent the $charge to an outside collection agency as it was not paidThis charge is a valid charge and will not be removed from the account until Mr*** calls the collection agency and pays the $ Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***/***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs***/*** called to disconnect the account on December 7, and at that time the agent that Ms***/*** spoke with requested a refund of $which
was rejected due to numerous reasonsMs***/*** never made a payment of $to the account and the previous payments failed on the accountViaSat's last payment collected prior to December 24, was on November 6, for $which was a valid charge at the timeViaSat has multiple failed payments to the account under Ms***/***'s nameViaSat did collect a valid charge of $on December 24, to bring the account balance to $for the failed payments on the accountViaSat does not issue refunds for unused services on the accountIn order to arrive at a resolution at this time ViaSat will issue a onetime refund of $back to Ms***/*** but no further refunds will be issued as all charges were/are validMs***/*** will see the refund of $back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention? Our records show Mr*** was receiving Viasat’s Unlimited Data Gold service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides
unlimited data usage at regular speeds up to MbpsThe service is optimized at 720p and works best for large devices such as large screen TVs or projectors? Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GBs of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal? The Customer Agreement provided to each new customer, signed by *** *** on May 31, 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*** contacted Viasat on June 1, regarding slow speeds and issues streaming on his TVAt the time of this call, Mr*** was receiving the Unlimited Bronze at $a month and was advised by the Viasat representative that this plan was best optimized for smaller devicesThe Viasat representative offered to transition his service plan to one that offered faster speed, but? Mr*** stated that he would think about it? On June 11, Mr*** contacted Viasat and transitioned his account to the Unlimited Data Gold service planThe Viasat representative advised of the data thresholds and read the necessary disclosures before processing the requestMr*** was offered a credit of $goodwill credit due to his slow speedsThe credit was later cancelled? Mr*** contacted Viasat on June 12, regarding not being able to streamMr*** stated that he didn’t realize that his children were using their Ipads and which had caused him to exceed the GB thresholdMr*** requested a disconnection of his service at this timeThe Viasat representative informed Mr*** of a weather outage impacting his service and offered him troubleshooting, but the offer was declinedAs he still wished to disconnect, Mr*** was reminded of the early termination feesPer his request, Mr*** was transferred to a Viasat supervisor to dispute the early termination feesThe Viasat supervisor offered to waive half of the early termination fees, butMr*** declined this offerThe account remained active at this time? On June 16, 2018, Mr*** contacted Viasat requesting the disconnection of his account, at which time he accepted the waiver off half his early termination feesMr***’ account was disconnected; however, he was informed that the offer for half off the early termination fees was no longer validMr*** spoke to another Viasat supervisor, who approved the waiver of half off the early termination fees ? Unfortunately, the waiver for half off the early termination fees was rejectedTherefore, on July 1, 2018, Mr*** was charged $in early termination fees ($344.52) plus prorated monthly service fees ($96.10)Mr*** called regarding this payment on July 3, 2018, at which time a refund request for $was escalatedThis refund was processed on July 10, ? As a resolution to Mr***’ complaint, Viasat has agreed to process an additional refund of $back to his payment method on file for the remainder of the July 1, paymentThis refund has been processed as of July 26, Mr*** should be advised that it may take three to five business days for him to see the amount deposited into his account? If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-? Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
*** *** was receiving ViaSat’s Liberty GB plan plus at $a month, plus applicable taxes and a $monthly equipment lease feeThis
service plan provided download speeds up to Mbps and upload speeds up to MbpsThe Liberty plans provide customers with a monthly priority data allowance, 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
The Customer Agreement, signed by the account holder, *** ***, on May 23, and available at exede.com/legal, 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 The 24-month minimum service term begins when service is installed, and ViaSat does not provide a trial period of any kind for the service
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
*** *** called ViaSat on May 31, because she was over her monthly priority data and was receiving Liberty Pass speedsDuring this conversation, the ViaSat representative reviewed *** *** data usage, advising that it had gone towards social media, web browsing, and marketplaces (e.g., iTunes App Store, Windows Store, Kindle)*** *** was also educated on ViaSat’s Buy More program, self-service options, and transitioning to a service plan that offered more data*** *** decided to purchase GB of data at a one-time $fee
ViaSat did not receive another call from *** *** until June 29, 2016, at which time she requested disconnectionDuring this interaction, the ViaSat representative reminded *** *** of the Customer Agreement and early termination feesWhen she advised she thought she was receiving a day trial period, the ViaSat representative correctly informed him that ViaSat did not provide a trial period of any kind, and explained the disconnection process to her*** *** chose not to move forward with the disconnection of the account at this time
On July 6, 2016, *** *** account was disconnected, per her requestDuring this conversation, *** *** advised the ViaSat representative that her husband was scheduled to be deployed, at which time the ViaSat representative escalated a request for the early termination fees to be waivedThe early termination fees were successfully waived on July 7,
We apologize for any frustration *** *** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address *** *** complaint
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? 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 installation.? The 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 Mr*** electronic signature on the Customer Agreement dated October 13, 2017.? Our records show Mr*** purchased Viasat’s Liberty ??" Boost + Free Zone service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Our records indicate that Mr*** is receiving Viasat’s Liberty ??" Boost + Free Zone service plan at $a month, plus Viasat’s EasyCare program at $a month, a $monthly equipment lease fee and applicable taxesThis service plan provides Mr*** with a GB monthly data allowance with download speeds of up to Mbps and upload speeds up to MbpsMr*** also receives a time slot, typically early in the morning or late at night, where any data consumed does not count towards his data usage.? Mr*** first contacted Viasat in regards to his plan on December 7, He advised that he had believed he was on Viasat’s unlimited plan, but had received an email stating that he had used his monthly data allowanceThe Viasat representative assisting Mr*** advised of the service plan he was on, and Mr*** requested to disconnect his servicesMr*** was offered Viasat’s Unlimited Silver Mbps service plan, but declined to transition, and the call disconnected.? On January 5, 2018, Mr*** requested to transition to the Unlimited Silver Mbps service plan due to the slow speeds he was receiving on his Liberty service planThe Viasat representative assisting him advised of a backlog on Viasat’s wifi modems, and Mr*** requested to disconnect his servicesThe Viasat representative attempted to refer Mr*** to Viasat’s legal department in regards to his claim of a falsified signature, but the call disconnected.On January 30, 2018, Mr*** contacted Viasat to request the disconnection of his servicesHe declined an offer to troubleshoot his services, instead requesting to proceed with the disconnectionHe advised that he had been having problems with his internet service, and a representative assisting him offered to schedule a service call for Mr***Mr*** accepted the offer, and the service call was successfully ordered.? A review of Mr*** account indicates that he has the Unlimited Silver Mbps plan available as an option to change to, should he feel that his current service plan is not meeting his needsMr*** may contact Viasat’s 24-hour Customer Care department at 1-866-463-in order to complete this transitionIn addition, as an offer of goodwill, Viasat has added a $credit to Mr*** account as of January 31, He will see this added to his next bill.Thank you for the opportunity to respond.?