ViaSat, Inc.

Thank you for bringing Ms***’ response to ViaSat’s attentionAs stated in the previous response, ViaSat has a signed customer agreement on file that was done at the time of installationViaSat cannot provision a customer’s account without having the signed documentationAttached you will find a copy of the electronic customer agreementShould Ms*** wish to disconnect the account the charges will be validThank you for allowing ViaSat the opportunity to reply

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 Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedViaSat has identified that we are not providing services to Mr***; yet, we are willing to provide him with a refund for any charges incurred
However, ViaSat has no valid payment method on fileTherefore, Mr*** will need to submit chargeback requests directly to his bank or Credit Card Company and ViaSat will accept these chargebacksViaSat will also ensure that Mr***’ payment method is not associated with any active ViaSat account.Also, we are actively investigating this issue and taking action against the representative that submitted the order for the ViaSat servicesWe apologize for any issues this may have caused and will ensure this issue is addressed effective immediatelyThank you for the opportunity to respond? ?

Complaint: ***
I am rejecting this response because:I recently filed a complaint and ViaSat offered me a month freeSo instead of applying it automatically, my fiancé had to call after our internet had been shut offThe first associate was pleasant and helpful, transferred him to a supervisor who hung up on himThen he called again and was given a completely different answer, he asked to speak to a supervisor again and was put on hold for an extremely long amount of time, to then have a supervisor give him the run around and put him on another long holdThe entire process took over hoursThis is unacceptable and poor customer service to get what was promised is not fairThe supervisor that he finally spoke to was rude and hung up on him without even making sure our service had been restored.Better customer service, empathy and make something that that was offered not be such hoop to jump throughI feel that as this was such a nightmare and as of right now we still do not have internet even though our account is up to date, we should automatically have another month freeAlso a written apology from the supervisor named *** who was rude and hung up on my fiancé
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
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,
*** ***
?

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 Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her At 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 Ms*** on August 3, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat requires that the electronic customer agreement be signed prior to the services being activatedMs*** would have had to sign this via her computer at the point of installation with the technician that was onsite in order for the services to be activatedViaSat understands that the services are not meeting Ms*** needs or expectations so in order to arrive at a resolution ViaSat will waive the early termination fees should Ms*** wish to disconnectMs*** will need to contact ViaSat at ###-###-#### and reference ticket number *** to have the account disconnected and the fees waivedWhen Ms*** calls the disclosures will be read and Ms*** will be responsible for sending back the modem and the tria which is a piece from the dish using the prepaid shipping label and box supplied by ViaSat once the account is disconnectedViaSat does not send a technician to come to the home to remove the dish or the equipment without a charge Thank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: ***
I am rejecting this response because:The response was not appropriate for a businessThey even stated themselves that on March I received the box to return the equipment and the following day they charged for non returned equipment and then sent it to collectionsThis is not an appropriate action by any means as when I spoke to the customer service to get the box sent to the correct address she said there would be an extension put in for the equipment to be returnedThis was obviously not doneI also do not see how this is safe to have customers climbing on roofs to retrieve their equipmentWe did not have to put it up there, someone else installed it- why should we have to take it down? The company in response to this message simply stated dates of events and no action or resolution to be hadPaying the $is not an acceptable action nor is going to the house where I no longer have access to to climb a roof and retrieve equipment that I was not leasingThe only equipment that is stated in contract as leased is the modem-which was returnedThe tria is part of the monthly service and therefore if want back the company should be responsible for retrieving.?
Sincerely,
*** ***

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

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

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 Ms*** complaint to our attention
Our records show Ms*** contacted Viasat on May 4, because she was experiencing a connectivity issueMs*** was guided through troubleshooting, after which a service call was ordered and scheduled for May 17,
On May 17, 2017, Viasat’s Home Service Provider (HSP) contacted Ms*** to advise her appointment would need to be reschedule as there was no technician availableThere was no answer and a message was left requesting callback
Ms*** called Viasat on May 18, to report that her service call had not been fulfilledDuring this conversation, Ms*** was informed that the HSP had contacted her to reschedule her appointmentThe Viasat representative rescheduled Ms*** appointment for May 31, and provided her with a $goodwill credit
On May 30, 2017, the HSP once again attempted to contact Ms*** to advise her that there was no technician available and to reschedule her appointment, but there was no answer and a message was leftThe HSP made several additional attempts to contact Ms*** to reschedule her appointment between June 1, and June 5, with no response from Ms***On June 7, 2017, the service call appointment was canceled as the HSP was unable to get in contact with Ms***
On May 24, 2017, Viasat charged Ms*** $in monthly service fees, but the payment failedSubsequently, on June 7, 2017, her account was suspended for nonpayment of service
Ms*** called Viasat on June 26, to advise of her connectivity issues, but the call ended before the Viasat representative could fully assist her
On September 14, 2017, Ms*** account was disconnected for nonpayment of serviceViasat charged Ms*** $in early termination fees plus the existing balance due on September 24, 2017, but no payment was collectedThis amount remained as a balance due on the account until November 6, 2017, when the account was referred to outside collections for further action
As Viasat made an attempt to reach out to Ms*** regarding her service call and have it rescheduled, Viasat does not agree to waive the balance due of $in fullAs resolution to this complaint, however, Viasat will agree to waive $from the balance dueThis is a total of half of her early termination fees ($97.00) plus the failed monthly service fees ($78.91), leaving Ms*** responsible for a balance due of $
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

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

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, *** ***

*** ***Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** was charged a total of $on December 24, for the early termination fees to the accountViaSat does not offer refunds or credits
for unused services; we apologize if Mr*** was explained otherwiseIn order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today and he will see that on his payment method that he had on file within 3-business daysThank 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

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,
*** ***

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any confusion she may have experienced
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and installation requirementsThey are also advised that ViaSat
pre-authorizes their payment method for $to confirm that the payment method is validThe pre-authorization is immediately reversed after confirmation; however, some card-issuing banks may hold the funds for up to approximately three days based on bank policiesViaSat does not collect this amount, nor is it an account setup or installation feeWe apologize if Ms*** feels these points were not communicated to her satisfaction
Regarding the upfront standard installation fee of $99.99, our records show that ViaSat is currently offering free installations in Ms***’s areaDue to an error, Ms*** was charged the $on February 1, We apologize for any frustration she may have experienced because of this
Ms*** called ViaSat on February 3, to cancel her installation because she did not have permission from her landlord to have a dish installed at the homeDuring this conversation, Ms*** mentioned that she’d been charged the $installation feeMs*** was refunded for this amount the same dayIt may take three to five business days from the issue date for Ms*** to see the amount deposited back into her account
We apologize for any frustration Ms*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms*** complaint
Thank you for the opportunity to respond