ViaSat, Inc.

Well maybe you need to update your system because it was not due to me making payment twice because both times I called in and talked to a live person not one of your computes and fire the man who messed this whole issue up
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Thank you for bringing Mr*** rebuttal to our attention
Once a customer requests the disconnection of their account, they do not receive a final bill in the mail unless specifically requested at the time of disconnectionWe apologize for any frustration Mr*** may have experienced because of thisAs stated previously, Mr*** was provided with accurate information regarding his early termination fees at the point of sale
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

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.?

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
Although I do not agree with the accuracy of the speed check or the download information? In fact I find it to be false? I also have a brand new computer and router just purchased less than months ago so I don't believe it's equipment eitherI believe this company has made excuse after excuse on why they suck? I've read thousands of customer complaints and reviews invoiceThe horrible service people have received? I find it hard to believe that it's the people's fault? This company has taken my money for to long and cost me too much money and that's that's the only reason I'm excepting this offerJust want to make that clear with themI would like to thank the better business and Federal Communications Commission for helping with this matterNext questionwill I have to contact this awful company to end my services or how does that work? Please advice me? Oh and please don't give them an A plus rating when they have over a thousand bad reviews.?
Sincerely,
*** ***
?

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.?

We apologize for any confusion Ms*** experiencing while contacting the customer service department to have her account disconnectedViaSat has moved forward with the disconnection of her account with waiver of the early termination feesAs the refund of $has already been issued to the payment method on file, Ms*** will need to contact her banking institution directly to ensure the receipt of the fundsThank you

Thank you for bringing Mr*** complaint to our attention
Mr*** is currently receiving Viasat’s Liberty ??" Boost + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides a GB
monthly Priority Data allowance at regular download speeds up to Mbps and upload speeds up to MbpsThis service plan also provides a Free Zone between 3:AM and 6:AM, local time, during which unmetered service is provided at no additional cost
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 Mr*** on October 20, 2017, that speeds may vary and are not guaranteed
Our records show Mr*** called Viasat on October 28, because he was experiencing slow speedsAt this time, the Viasat representative reviewed the other service plans available to Mr***, and Mr*** elected to transfer his service to the Liberty ??" Boost + Free Zone plan
Mr*** called back on November 24, 2017, at which time he reported experiencing a speed issueDuring this conversation, Mr*** was guided through troubleshooting, and correctly informed him that Viasat did not guarantee any particular speedMr*** also inquired about the end of his 24-month minimum service term, and was informed accordinglyMr*** call was transferred to Viasat’s Technical Escalations Department for additional troubleshooting, after which his speeds increased
Viasat did not have any further contact with Mr*** until March 19, 2018, at which time Mr*** inquired about the end of his 24-month minimum service term and the early termination fees
Viasat does not agree to waive Mr*** early termination fees in full if he chooses to move forward with the disconnection of serviceHowever, as resolution to this complaint, Viasat will agree to waive half of his early termination fees if he disconnects prior to April 24,
If Ms*** would like to move forward with the disconnection of service, he 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

Initial Business Response /* (1000, 5, 2015/08/19) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised that ViaSat does not recommend the use of Virtual Private Networks (VPN)
applications with ViaSat's serviceCustomers are informed at the point of sale that ViaSat's service may not work well with VPN applicationsViaSat does record all calls for quality assurance reasons and ViaSat was able to pull Ms***'s call and confirmed that Ms*** was advised she could disconnect services if the VPN service did not meet her needs or expectationsAt this time ViaSat has issued a refund of $back to the customer's payment methodMs*** will see the refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any frustration or confusion 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 Ms*** on December 31, (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 usage
The 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 filesDue 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 router, and day-to-day activity
Ms*** last contacted ViaSat's customer service department on September 10, to discuss her usageDuring her conversation with ViaSat's representative, Ms*** was educated on the termination fees should she wish to disconnect, the need for a service call, and data usage informationThe call was disconnected before ViaSat's representative could assist any further
If Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesAdditionally, if Ms*** wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement
ViaSat is willing to assist Ms*** in resolving any concerns she might have regarding her data usage; however, she will need to contact our customer service department at *** and reference ticket ***
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** has been in contact with our Corporate Care team and has spoken with HarrisWe apologize that Mr*** did not receive a call back regarding his email
issueHarris will be reaching out to Mr*** today March 11, to try a few more troubleshooting stepsViaSat has researched the issue and has determined that this is an issue with Outlook and the settings in Outlook; this issue has nothing to do with Exede services that Mr*** is receiving ViaSat has credited Mr*** for a total of $for the issues he has experienced with his emailNo further credits will be applied to Mr***’s account and ViaSat will not be paying for Mr***’s Verizon WirelessThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:I called today because your company is incapable of sending a labelI only received a box, I was provided a tracking number for that packageI requested a label 3x now - nobody can find tracking numbers for these said packagesNow you want me to pay for that too?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt 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 October 12, and available at ***.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***' sales callAt the time of the sales call Ms*** called in and said that she placed an order online for a satellite TV and never saw an option to bundle with *** internet and needed assistance, afterwards the sales agent informed Ms*** that one of our best satellite providers for her area is ViaSat *** and that there was a package called Evolution with 10GB data cap with speeds of up to 12MBPSThe sales agent advised Ms*** that the package will allow her to stream video online gaming and anything you like for only $a month and with this internet package you'll receive additional $off a month on your DTV service for months that would bring down your cable bill to $and that added on to $your total bundle price would be $Ms*** acknowledges and said "Ok, that works"Ms*** was well aware and well informed that the order placed for the internet is ViaSat and not *** that she originally mentionedAt this time should Ms*** wish to disconnect the account she will be responsible for the early termination feesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never ordered from via sat, I called *** and only year agreement I heard about was for ***I never got to listen to my recording because if so I would definitely point out where they are lyingJust as Via Sat mentioned in their response "..*** as she had mentioned." When I asked for *** I had expected ***, as any person wouldI took the matter into my own hands and CANCELLED service with them because IT HAS NOT WORKING AT ALL SINCE I GOT IT (about days)But that's not a good enough reason to let me cancelI've already been charged $70, and for what? For a hole in my roof and a waste of time because I'm the one they're sending on the roof to get the equipment to send back to themWhat if this was happening to my grandmother? So unsafe and I've had nothing but Heck from this company since they weaseled their way into my houseMy husband and I feel like a weight has been lifted to cancel with themIt's such a terrible feeling a company could literally steal money from veterans and no one can do anything about itWe've done nothing but work hard and sacrificed A LOT of our lives, and we come home to illinois to deal with this joke of a companyThey should feel very ashamed, as well as other parties involved, such as *** for allowing it to happenIf a customer asks for something don't just give them something elseI am getting *** now because they do offer coverage for our area, I already asked themI've already spread the word of the wrongdoing these companies have don't to usI will continue to spread the word, and one day all of the "robbing" of people will come to an endThe customer service is very unprofessional as wellJust all around a terrible company and I will be so grateful on the day that the news stations Bring light to what this company has done to so many customersJust looking online you'll see everyone has had a bad time with via sat or *** or *** *** or whoever they are nowIt Won't be long until they're a thing of the past if they keep this upWhich I know they willWhen thay day comes just know that I wished this upon you, Via Sat, for *** my husband and I overMaybe then you'll realize a company isn't made off of robbing from your customersSo, long story short, I an very dissatisfied with the outcome of the early termination fee BUT we couldn't be happier to not have our name involved with this joke company anymore
Final Business Response /* (4000, 9, 2015/10/26) */
Thank you for bringing Ms***' response to ViaSat's attentionWe apologize that Ms*** feels the way she does regarding the services*** sells the *** services and this is how Ms*** was signed up for the servicesAs stated in the previous response Ms*** knew and confirmed that she was getting the *** services through ViaSatWe apologize that the service did not work out for Ms***The service has been disconnected and the early termination fees will apply to the accountMs*** will want to make sure the equipment is returned in order to avoid any future charges to the accountThank 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 caused It is our goal to provide Mr*** with the best internet experience possibleHowever, 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 internetSome 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 guaranteedViaSat understands that the service may not be meeting Mr***’s needs or expectations, so in order to arrive at a resolution ViaSat will waive the early termination fees from the account should Mr*** wish to disconnectMr*** will need to contact customer care at ###-###-#### and reference ticket number ***During this call the disclosures will be read and Mr*** will be advised that he needs to send back two pieces of equipment using a prepaid shipping label and box that ViaSat supplies once the account is disconnectedViaSat will not remove the part without a service call chargeShould the equipment not be sent back there will be a charge of $for each non-returned pieceThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention.As previously stated, Viasat recommends that Ms*** contacts Viasat at [email protected] for her complaint to be investigatedMs*** should be advised to include all dates and amounts that she has been charged, as well as any supporting documents she may have (e.g., a police report).? As of the date of this response, Viasat has not received the information requested above.? This information is required for the charges to be investigated.? ? Additionally, we also recommend that Ms*** issues disputes with her bank for the payments in question if she has not done so already.Thank you for the opportunity to respond.? ?

Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** did make contact with ViaSat's customer service department on August 24, to request a service call be scheduled for removal of the leased equipmentDuring his conversation with ViaSat's representative, Mr*** was advised that an order would be submitted and subsequently scheduled
On October 24, Mr*** contacted ViaSat's customer service department to ask questions about the lease equipment service call and the charge of $for failure to returnMr*** informed the ViaSat representative that the technician that came to his location did not have a ladder that was tall enough to reach Mr***'s roof to obtain access to his dish
ViaSat understands Mr***'s position that he is unable to return the leased transceiver due to the technician lacking the ladder tall enough to reach his roofHowever, ViaSat affirms that Mr*** is still responsible to return the leased modem and Ethernet cordViaSat will agree to refund the charge for failure to return the lease equipment of $300.00; however, Mr*** is responsible for returning the leased modem and Ethernet The refund of $will be issued to the payment method on file and should be received within three to five business days
If Mr*** needs additional labels and boxes to be sent to his location, please have him contact ViaSat's customer service department at ###-###-#### and reference ticket ***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's Customer Service Department on September 4, to discuss
the disconnection of her ViaSat account due to difficulties accessing the internetThe customer service representative educated Ms*** on the disconnection process and did advise Ms*** in error that she would be responsible for any early termination fees
On September 9, Ms*** contacted ViaSat's customer service department once again to discuss the charge of $assessed to her on September 8, During her conversation with ViaSat's customer service representative she was advised that per the Customer Agreement the early termination fees were valid We apologize for this information provided to Ms*** was provided and that the early termination fees were not waived in error
As of today September 21, 2015, Ms*** has been refund the $charged on September 8, to the payment method on fileThe refund of $should be received by Ms*** in three to five business daysShould she not receive the refund in this time frame, please advice
Again, we apologize for the confusion or frustration this situation may have causedThank you for the opportunity to respond

Revdex.com:I would like to thank ViaSat for their attention in this matter, it was very frustrating? My hope is I won't have this problem again next year
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.? I do still have a few concerns with this companies business practices.? Yes they have resolved any issues I have with them but I worry that they may try their questionable practices to other customers.?
The only true thing that they said in their? response was that I contacted them on February 18th everything else was incorrect.? They claim that I created an account on April 16th and had it installed on April 17th 2015.? This is not possible.? I did not? take ownership of the house until Friday May 22nd 2015.? Even if I did have the service installed (which I did not) I would not have had the right to allow anyone to install anything on the house.? I did not own the? house at this time.? In regards to any contact or billing that was made before February second is incorrect information.? ? There was never a Bill addressed to Brian *** sent to? *** *** *** * *** ***? I never contacted them on June 2nd about making account? changes.? ? This company can not produce an actual signature? from me signing up for their services.? ?
When I contacted them to dispute the charges they insisted it was I who set up the services and if it wasn't me it must have been a case of Identity theft.? I find Identity Theft hard to believe.? There is no way someone stole my identity to sign up for WildBlue Internet Services on a house that I didn't own and would buy in the future.? What I believe happened was the previous owner of the house had the WildBlue Internet Services installed and was not paying their bill or responding to them.? Then the company looked up the house and found that there was a new owner and changed the account information to show my information.? It is easy to find who the owner of the house is, it is public record.? If this company truly believed that I was the one to set up the? account and I was the one who owed them money? they would? not have waived the fees so quickly without an argument.?
Again, like I said I am satisfied that with their actions to waive the charges but I am worried their business practices are far from ethical
Also if you need documentation that shows when I took ownership of the house I would be more then happy to provide this information
Sincerely, *** ***

Complaint: ***
I am rejecting this response because:didn't return full amount
Sincerely,
*** ***