ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** on September 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 *** box, free return *** shipping label, and illustrated instructions within a week after disconnectionAll of Viasat’s equipment return kits are generated through UPSViasat does not generate shipping materials through *** for the return of customer equipment
Our records show Mr*** called Viasat on December 15, to disconnect service, at which time he was informed of the disconnection disclosures, including the return of the equipment
Viasat received notification on January 16, that Mr*** had not returned his equipmentSubsequently, the same day, he was charged $in unreturned equipment feesMr*** contacted Viasat the same day regarding the chargeWhen he was informed that it was for the unreturned equipment, he advised he would call back with a tracking number as he had returned itHe was correctly informed that once the equipment was confirmed as being returned, he would receive a refundMr*** called back later the same day with tracking information for a *** shipment, and was informed that he would need to reach out to *** for a shipping status as he had not used the *** label provided by Viasat
Mr*** called back on January 17, regarding the unreturned equipment fee, and was informed that a refund would not be issued until it was confirmed that the equipment had been received by ViasatMr*** was also correctly informed that Viasat did not use *** for its equipment return kits
Viasat’s Corporate Resolution Team (CRT) received faxed correspondence from Mr*** on January 18, regarding the unreturned equipment feeIn response, a CRT representative attempted to reach out to Mr*** on January 19, to advise that the *** shipment was still noted to be in transit, per the tracking information, but there was no answer and no opportunity to leave a message
No further contact was received from Mr*** until February 26, regarding the unreturned equipment fee, at which time a request to Viasat’s Logistics Department was escalated for information on the equipment’s returnOn March 12, 2018, a CRT representative reached out to Viasat’s Logistics Department regarding Mr*** equipment, at which time it was confirmed that Mr*** equipment had not been returned; however, it was later determined that the *** shipment had not been researchedThe CRT representative reached out to Mr*** to inform him of the findings and that they would further investigate the *** shipment
On March 16, 2018, Viasat received a chargeback of $from Mr*** financial institutionIn response, Viasat honored the chargeback and sent the funds back to Mr*** payment method
We apologize for any frustration Mr*** may have experienced We feel the actions taken by Viasat adequately address Mr*** complaint

Thank you for bringing Ms***s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedThe $that was collected was the first payment collected for installWe apologize if this was not communicated to Ms***sAt this time ViaSat has issued back two
refunds to Ms***s both for $with one being by mistakeThese refunds were processed on January 4, and Ms***s should see both refunds in 3-business daysOnce Ms***s receives the refunds she will want to call ViaSat back at ###-###-#### to pay back the $that was accidentally refunded to her so that way she is not charged in the futureThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused*** reached out to Mr*** on Friday May 20, and again Saturday May 21, Based on a review of Mr*** needs, *** arranged to? have a Liberty
plan built for Mr*** disconnected Mr*** Exede business plan and re-provisioned his existing system for the Liberty plan over the phoneEverything went fine and Mr*** was happy with the outcome*** fully explained the? service rules and Mr*** indicated he understoodMr*** was happy with the? resolution and indicated he would contact the Revdex.com to let them knowThere was a refund of $processed? today May 23, in which Mr*** should see within 3-business daysThank 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 very much

Thank you for bringing *** ***’s complaint to our attention
The Customer Agreement, signed by *** *** on July 20, and available at exede.com/legal, advises that ViaSat’s Internet service is available at locations within the United States with an unobstructed view of the southern sky
Our records show *** *** called ViaSat on May 31, because she needed her equipment relocatedAs the ViaSat representative interpreted this as *** *** requesting that her services be moved to a new physical address, they instructed to contact her local ViaSat dealer for further assistance*** *** called ViaSat back on June 6, regarding her equipment relocation, at which time her call was transferred to ViaSat’s Moves and Reconnects Department for further assistance
During her conversation with ViaSat’s Moves and Reconnects representative, it was determined that *** *** was attempting to move her equipment to someplace on her existing property and that she had made attempts to work with her local ViaSat dealer, but that he was no longer in businessAt this time, a request was escalated to change the service call responsibility for *** ***’s account from the dealer to ViaSat so she could be serviced by ViaSat directlyThis request was processed on June 7,
On June 8, 2017, *** *** called back to have the relocation service call orderedAt this time, she was informed that there was a standard $charge associated with the service call; however, she was also offered a chance to opt into ViaSat’s EasyCare programCustomers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department*** *** chose to add EasyCare to her account, and the service call was orderedAdditionally, *** *** was provided with a discount of $off for months for any frustration she may have experienced
ViaSat’s technician went out to *** ***’s home on June 13, to fulfill the work order, but determined that there was no viable place to reinstall the dish where *** *** wanted it due to line of sight issuesThe technician advised *** *** that trees would have to be trimmed and some removed before the service could be reinstalled at the new location*** *** advised she would think about it; however, on June 22, 2017, she contacted ViaSat’s Home Service Provider (HSP) and informed them that she was no longer in need of the service callThe order was cancelled accordingly
ViaSat did not receive further contact from *** *** until July 28, 2017, when she called to request that her payment method be removed from her account, and that another service call be ordered for the relocation of her dish because the home the service had been installed at was being demolishedThe ViaSat representative submitted both requests accordingly
On July 28, 2017, the technician reached out to *** *** regarding her relocation request, and advised once again that there would be no line of sight where she wanted the dish removed*** *** declined to trim or remove any trees, and asked that a different technician be sent out to provide a second opinionOn August 1, 2017, *** ***’s payment method was removed from her accountA another member of the HSP called *** *** the same day to discuss the situation, and to advise that nothing could be done if there was no line of sight availableThe service call was cancelled on August 2,
*** *** called ViaSat on August 4, to disconnect service due to the line of sight issuesAt this time, she was informed of the disconnection disclosures; however, the ViaSat representative escalated a request to have her early termination fees waived since the service could not be relocated on her propertyWhen *** *** requested a refund for the July 24, payment of $86.79, she was informed that one would be requested, but that there was no guarantee it would be honored*** *** understoodUnfortunately, the ViaSat representative failed to properly escalate the refund requestWe apologize for any frustration this may have caused her to experience
ViaSat received another call from *** *** on August 5, once again to request a refund for the $payment, at which time a refund request was createdAs *** ***’s payment method had been removed, per her request, the request was rejected, with the representative noting that *** *** would need to update her payment methodThe same day, *** ***’s early termination fees were waived in full
*** *** called ViaSat on August 18, because she had not received her refundAt this time, the ViaSat representative incorrectly informed her that the refund would appear on her next bill cycle date*** *** also mentioned at this time that she was still waiting for the box to return ViaSat’s modem and transceiver, per the Customer Agreement, but an escalation was not created
ViaSat received another call from *** *** regarding her refund on September 2, At this time, the ViaSat representative advised her that the refund had been rejected due to the status of her payment method*** *** requested a refund via check; however, the request was not re-escalated properlyOn August 9, 2017, the request was closedWe apologize for any frustration this situation may have caused *** *** to experience
The Customer Agreement advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box with a prepaid return shipping label and illustrated instructions within a week after disconnection
On September 5, 2017, ViaSat was informed that *** *** had not returned her equipmentSubsequently, on September 24, 2017, ViaSat charged her $in unreturned equipment feesAs there was no payment method on file, no payment was collected*** *** called about this charge the same day, at which time she was informed that it was for not returning the equipment*** *** advised that she had not received the equipment return kit; unfortunately, this failed to be escalated accordinglyWe apologize for any frustration this may have caused *** *** to experience
A member of ViaSat’s Corporate Resolution Team reached out to *** *** on September 25, in response to an email she had sent; however, there was no answer and no opportunity to send a messageThe same day, ViaSat’s Social Media Team also received contact from *** *** regarding her equipment return kit, at which time an escalation to ViaSat’s Logistics Department was created so a second box could be sent out to her
In response to this complaint, ViaSat has created a request to have a refund check of $issued to the following address as of September 26, 2017:
*** *** ***
*** ** ***
*** *** should be advised that it may take her two to four weeks for her to receive this refund checkThe balance due of $will be waived upon the return of ViaSat’s equipment
Thank you for the opportunity to respond

?
Complaint: ***
I am rejecting this response because: What Via Stat is true, they fail to mention that yes they did give us extra data allowance because we did indeed run over which was further rectified by upgrading to the more expensive plan which again did now work adequately for me to view my on-line college lectures even when data was not an issue.? I will note, we were unable to streamline even with full data.? How many times did we need to call to have the system "rebooted" which had nothing to do with the data allowance.? As far a breach contract, yes I did because I felt ViaStat breached their contract to me first
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As has been the case through out my dealings with Viasat there response is wrong, this was not a disconnection, it was an upgrade, a box was never sent or provided to return the modem, I will accept the refund as that has been my goal from August - not August 21!! from the start.This has been one of the worst examples of poor customer service I have ever encountered,
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Per the Customer Agreement signed by Mrs*** on December 14, 2015, during your Minimum Service Term, ViaSat will repair or replace defective
Equipment returned to ViaSat's designated address.? For the first days after activation of your Service, coverage includes any applicable labor charges for service calls.? After the first days, ViaSat’s standard service call charge shall apply to all service calls by ViaSatYou shall notify us promptly of any defect in, damage to, or accident involving your leased Equipment by calling 1-866-945-3258.? All maintenance and repair of Equipment shall be performed by us or our designee(s).? ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the EquipmentOn May 10, 2016, ViaSat received a call from Mrs*** who stated they had no connectionDuring this conversation, the ViaSat representative advised her of the service call needed, and the applicable charge associated with itHowever, the representative also informed Mrs*** of ViaSat’s new EasyCare program available to customersViaSat’s EasyCare program offers customers the ability to pay $monthly for any potential service calls needed Mr*** contacted ViaSat on May 11, via our online chat system to dispute this charge, and to request the disconnection of his ViaSat services due to the charge associated with a service callMr*** was informed of the applicable early termination fees should he wish to disconnect, and that he would need to call in to have the account disconnectedSince this date, ViaSat has not received contact from Mr***In response to this complaint ViaSat does not agree to waive Mr*** early termination fees should he wish to disconnect his services; however, ViaSat does agree to issue a service call at no charge to Mr*** should he wish to resolve the connectivity issuesMr*** may contact ViaSat’s 24-Hour customer service department at 1- 855-463-and reference ticket ***Mr*** may request the removal of the EasyCare program, and to have a standard $service call issued at no charge Thank you for the opportunity to respond

Thank you for bringing Mr***’ response to our attention.As previously stated, 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.? Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on December 13, 2016, that speeds may vary and are not guaranteed.Our review of Mr***’ account shows that he is in an area with network congestion, which may cause him to experience slower speeds.? In our previous correspondence, we offered Mr*** a one-time credit for $to cover the cost of one full month of serviceThis credit was applied on April 4, 2018.? As resolution to this complaint, Viasat has applied a second credit of $as of April 11, 2018.? If Mr*** has any questions or concerns regarding the speed of his service, he may contact Viasat’s 24-hour Customer Service Department at -1-855-463-for assistance.? ? If Mr*** feels that Viasat’s service is not meeting his needs, Viasat is willing to disconnect his account with his early termination fees waived in fullMr*** may contact Viasat’s Customer Service Department in reference to ticket no *** if this is the route he wishes to take.Thank you for the opportunity to respond.? ?

Thank you for bringing Mr***’ complaint to our attention
Mr*** is currently receiving Viasat’s Unlimited Data Bronze plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee
The Customer Agreement, signed by Mr*** on
February 21, and available at exede.com/legal, advises that ViaSat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway
Our records show Mr*** contacted Viasat on December 30, because he was experiencing a connectivity issue, at which time he was guided through troubleshootingWhen troubleshooting did not resolve the issue, a free service call was ordered and scheduled for January 4,
Mr*** transitioned his service plan to the Unlimited Data Bronze service plan on January 3, The service call was fulfilled on January 4, with the technician not finding any issues
On January 16, 2018, a service call was ordered for Mr*** because he had experienced intermittent connectivityMr*** received a call from the technician on January 17, 2018, at which time he was informed that the modem’s diagnostics did not indicate an issueWhen Mr*** explained that he was experiencing slow speeds, the technician informed him that the speeds of the service may vary and are not guaranteed, per the Customer Agreement
Viasat received contact from Mr*** on February 3, 2018, at which time a service call was orderedThis service call is currently scheduled for the morning of February 6,
As resolution to this complaint, Viasat will agree to waive Mr***’ early termination fees in full if the Viasat technician is unable to resolve his connectivity concerns during the February 6, service callHowever, if the issue is resolved or if it is determined that the issue is with his third-party equipment, the early termination fees will standMr*** 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

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,
*** ***

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 issue she may have experienced with ViaSat’s billing.? The Customer Agreement signed by you on April 4, states that monthly fees are payable in advance and such monthly fees will apply for each and
every month (or portion of a month) beginning with the date service is activatedCustomers are advised of these points at the time of sale.? We apologize if you feel these points were not communicated to your satisfactionViaSat sends bills to the email address on file On May 8, ViaSat attempted to collect $from *** *** payment method on file for half of the early termination fees as a ViaSat representative previously agreed to waive half; however, this payment failedDue to the nonpayment status on *** *** account, on May 31, 2016, ViaSat sent her account to our outside collections agencyThis same date, *** *** contacted ViaSat to inform us that she would be mailing a check in for the past due balanceAs the account had already been sent to our outside collections agency, the account remained there until the payment was received On June 7, 2016, ViaSat received the one-time payment for the past due balanceOn this same date ViaSat removed *** *** account from our outside collections for the amount of $and waived the balance dueViaSat did not report the delinquent balance to any credit reporting bureaus We apologize for any misunderstanding or frustration *** *** may have experienced Thank you for the opportunity to respond

Thank you for bringing Mr*** response to our attention.As per our previous response, the Customer Agreement advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.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 March 22, Viasat has attached this signed contract to this response.? We apologize if Mr*** feels that he was misinformed about the nature of satellite internet and Viasat’s servicesAs per our previous response, Viasat does not agree to waive the full early termination feesViasat has processed a refund in the amount of $for half of the early termination fees as an offer of goodwill for any misinformation Mr*** may have receivedThis refund was processed as of March 27, 2018, and should be seen by Mr*** within the next three to five business days.? At this time, Viasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.?

Thank you for bringing Mr*** complaint to our attention.Viasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently
measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at www.account.viasat.com.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver Mbps service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.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 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, signed by Mr*** *** *** on January 22, and Unlimited Data Policy available at exede.com/legal.On April 20, 2018, Mr*** contacted Viasat in regards to his data usageMr*** was advised that while he does have an unlimited amount of monthly data, after GB of usage, he could be prioritized behind other customers during periods of high usageA Viasat representative assisted Mr*** in reviewing his data usage for the current and previous billing periodsAt the time, the Viasat representative noted nothing of concern with the data usage.Later that same day, Mr*** contacted Viasat in regards to his previous callThe Viasat representative assisting Mr*** reviewed his data usage and the devices connected to his Viasat leased modemAs Mr*** stated there was a device connected that he did not recognize, the Viasat representative advised Mr*** on changing his network password to ensure there was no unauthorized accessAt that time, it was determined that Mr*** would contact Viasat ten days later in order to ensure the issue was resolved, and at that time, would be able to receive a credit for his inconvenience.? No further contact was received from Mr*** until May 24, 2018, when Mr*** contacted Viasat to request a refund for the month of service that had billed that dayMr*** spoke with a Viasat supervisory representative, who reviewed Mr*** account and offered a one-time $goodwill credit, as Viasat does not accept responsibility for a customer’s home network or any usage that may stem from an unprotected networkMr*** accepted the credit, and it was applied to his account the same day.? On May 30, 2018, a Viasat representative contacted Mr*** in regards to his recent customer service experiencesThe representative offered Mr*** a free month of service, which Mr*** acceptedDue to a systematic error, the credit was not applied at that timeWe apologize for any inconvenience this may have caused Mr***.? On June 25, 2018, Mr*** contacted Viasat in regards to his June 24, billing, which had generated in the amount of $Mr*** stated he was not showing the credits he had been promised and requested the credits be applied to his accountA Viasat representative reviewed Mr*** account and determined that the $goodwill credit had been applied to Mr*** billing, however the free month of service had notThe Viasat representative then applied the credit, and honored Mr*** request to remove his payment method from his account.? At this time, Mr*** free month has been applied to his account, and will be seen on his next monthly billing statementDue to this, Viasat believes that all appropriate action has been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to our attention
The Customer Agreement signed *** *** on February 20, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly
service fees and equipment lease fees
Our records show *** *** called ViaSat On July 12, to disconnect his account due to the pricing of his service planDuring this conversation, *** *** advised that he’d reviewed the service plans on www.exede.com and saw that new customers were receiving a lower price than he was paying for the same service planThe ViaSat representative offered *** *** a free month off his monthly service plan price plus a monthly discount of $off of his bill for six months if she would keep the service*** *** agreedThe ViaSat representative applied the discount of $off for six months; however, the free month of service was not appliedWe apologize for any frustration this may have caused *** *** to experience
Between July 24, and September 24, 2017, ViaSat charged *** *** monthly service fees totaling $($a month)*** *** called in on August 24, regarding the July and August charges, and credit for a free month of serviceAt this time, the ViaSat representative confirmed he was supposed to receive this credit; however, it still was not applied to his account
*** *** called ViaSat on September 24, after being charged for monthly service, at which time he reported that he still had not received the credit for a free month of service*** *** also advised that ViaSat’s charges had caused him to go into overdraft, and requested reimbursementThe ViaSat representative applied a credit of $onto *** ***’s account for a free month of his monthly service plan price, but advised him that he would not be reimbursed for the overdraft fees
As resolution to this complaint, ViaSat will agree to reimburse *** *** for any overdraft fees ViaSat’s July, August, and September charges may have caused him to incur*** *** will need to provide ViaSat with copies of his 30-day bank statements showing his balance prior to the ViaSat charges, the ViaSat charges, his balance after the ViaSat charges, and the subsequent overdraft fees*** *** should be sure to black out any private information, such as his bank account number
*** *** may send ViaSat his bank statements via fax to 720-228-in reference to ticket no
Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of disconnection *** *** was read the disclosures which included returning the equipment *** *** was responsible for returning ViaSat’s modem and transceiver
within days after disconnection, or he would 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 was delivered to his home address within a week after his disconnection, and it included return instructionsViaSat charged *** ***’s account $on June 12, for the non-returned equipmentOn June 15, the credit for the modem was placed on the account leaving just the tria as unpaidIn order to arrive at a resolution ViaSat has agreed to remove the full charge of $from the account leaving *** *** with a zero ($0) balanceThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:There is no further action required, BUT I'd like my complaint to be kept on file.? No time was I told by Viasat that there was a day period required to change my payment method.? No time was I told there was early termination fee of contract, no time was I told there was no day trial period, no time was I told there were internet data limits, no time was I told my internet speed would drop to 1-mbpd.? I asked to speak to customer service supervisor and was denied.? Their internet connection was so bad I had to go to library to use internet.? Their internet installer used "aluminium foil" to seal the holes in my hard wood floors he passed the cable through.? Worst customer service I've ever experienced.? Please post these comments do other potential customers can read.Thanks Revdex.com for your quick attention and service on my complaint
Sincerely,
*** ***

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 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*** *** electronic signature on the Customer Agreement dated February 17, 2018.? The Customer Agreement provided to each new customer 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.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.Viasat does not guarantee the sale of routers to customers, though some customers may receive modems with wireless routers built in as part of their service planMr*** was not receiving a plan with a wireless modem and was therefore responsible for providing his own router for any wireless services.? On February 19, 2018, Ms*** contacted Viasat in order to receive assistance with connecting her router for wireless internet accessShe was assisted by multiple Viasat representatives, who advised her that since her computer was in a fixed location, to request a laptop from a neighbor or friend in order to establish the connection with the router.? On February 20, 2018, Ms*** contacted Viasat in order to request a disconnection of her servicesShe stated that she had bundled through *** and had been unaware they would set up new internet servicesThe Viasat representative assisting her offered to troubleshoot her services, as Ms*** had been able to connect her router with the assistance of a friendMs*** declinedThe Viasat representative offered to submit a point of sale investigation for Ms***, which she acceptedShe was advised to contact back within a few days to receive the results.On March 2, 2018, Mr*** contacted Viasat in order to receive the status of the investigationHe was advised that all proper information and disclosures had been read at point of saleMr*** stated he would contact Viasat again with his decision.On March 5, 2018, Mr*** contacted Viasat in order to request a disconnection of his servicesHe declined retention offers, and the disconnection was processed the same day.At this time, Viasat does not agree to waive Mr*** early termination fees for the following reasons: the point of sale investigation proved that all proper actions were taken and Viasat never received the opportunity to properly troubleshoot Mr*** service for any issues, as required per the Customer AgreementViasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he 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, 12, 2015/12/30) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also
addressed on the first page of the Customer Agreement, signed by Mr*** on April 11, (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 work
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
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy The Data Allowance Policy applicable to Mr*** plan 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleIt is also addressed on the first page of the Customer Agreement, signed by *** *** (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 usageViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat's service Customers are informed at the time of sale that ViaSat's service may not work well with gaming and VPN applications In addition, Section of the Customer Agreement signed by Mr***, clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services may not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans Real-time or "twitch" online gaming activities may experience performance degradation over the network, including latency effects VPN applications may not perform or may perform poorly and are not recommended."
The Customer Agreement provided to each new subscriber obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will applyViaSat is unwilling to waive Mr***'s Early Termination Fees in full However, ViaSat agrees to waive half of the Early Termination Fees upon the return of ViaSat's equipment Mr*** can call a ViaSat Customer Care Agent at X- XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of his account and ViaSat send UPS box
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 14, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)