ViaSat, Inc.

Thank you for bringing Mr*** complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat
Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location,
customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination feesA one-time move cannot be processed if the customer does not agree to the new 24-month minimum service term
Our records show Mr*** called October 10, because he had moved to a new address that already had internet service providedAs Mr*** did not want to disconnect his account and, subsequently, be charged the early termination fee, he requested that his service plan be placed on ViaSat’s Vacation planThe Vacation plan is a low cost product ($a month, plus applicable taxes and a $monthly equipment lease fee) for customers who may be gone from the location where the ViaSat service is installed for a long period of time
During this conversation, ViaSat’s representative incorrectly advised Mr*** that he could be on the Vacation plan for a minimum of days and a maximum of daysThe maximum number of days a customer may receive the Vacation plan is days within a rolling 12-month period (i.eSeptember 3, 2016-September 3, 2017)When Mr*** advised that he’d brought his modem with him when he’d moved, the ViaSat representative incorrectly advised him that that was the only piece he would need to return when he disconnected his accountWe apologize for any frustration this may have caused Mr*** to experience
Per the Customer Agreement, signed by Mr*** on July 25, and available at exede.com/legal, customers are responsible for returning ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a free UPS box and illustrated instructions within a week of their disconnection for the return of the equipment
ViaSat did not receive another call from Mr*** until January 9, 2016, when he called to have his account transitioned back to the Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeWhile on hold, the call dropped; however, our records show the ViaSat representative was able to successfully transition Mr*** account
Mr*** called back the same day regarding his service transition, at which time he was advised it had been processed successfullyDuring this conversation, Mr*** expressed interest in moving his Exede Internet service to his new home, at which time the ViaSat representative explained to him that he would not be charged for the move, but would have to agree to a new 24-month minimum service termMr*** requested to have his account returned to the Vacation plan while he examined his optionsThe ViaSat representative processed Mr*** request, but incorrectly advised him that since the new year had started, he was eligible to receive the Vacation plan for another days maximum
ViaSat received a third call from Mr*** the same day, at which time he requested to speak to a supervisor regarding ViaSat’s move process and the new Customer Agreement he was told he’d have to signDuring his conversation with both the ViaSat representative and the ViaSat supervisor, Mr*** was once again correctly advised that he would have to agree to a new 24-month minimum service term if he moved forward with transferring the service to his new location, and that the requirement could not be waived for himMr*** decided to leave his account active until his existing contract was completed
On April 11, 2016, Mr*** account exceeded the days it could be on the Vacation plan, and was transitioned back to the Liberty GB planSubsequently, on April 28, 2016, Mr*** was charged $for monthly service, including prorated fees based on the service plan transition dateViaSat sends pre-bill email notifications seven days prior to charging a customer for monthly serviceCustomers are also alerted that their bill is due is ready via email, at which time ViaSat also auto-withdrawals the fee from the payment method customers’ have placed on fileOur records show these notifications would have been sent to Mr*** at ***@gmail.comWe apologize if Mr*** did not receive these notices
Mr*** called ViaSat the same day regarding the charge, advising that he had not received a bill and should have been on the Vacation planAt this time, the ViaSat representative advised Mr*** that the Vacation plan only allowed for a maximum of daysThe ViaSat representative also educated Mr*** on ViaSat’s move process, and provided Mr*** with an approximation of how much his early termination fees would be if he chose to move forward with disconnecting his accountWhen asked if the payment of $could be applied to his early termination fees, the ViaSat representative accurately advised Mr*** that ViaSat did not prorate or refund for unused services when an account was disconnectedThese same points were reiterated by a ViaSat supervisor the same day, and during his conversation with another ViaSat supervisor on April 29,
ViaSat does not agree to waive Mr*** existing early termination fees as his account is eligible to be movedHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to refund him the charge of $paid on April 28, This refund has been issued to Mr*** payment method as of May 4,
Mr*** is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
If Mr*** would like to move forward with the disconnection of his account, he may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

Thank you for bringing Mr*** *** complaint to our attention.Our records show Mr*** *** is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease fee
The Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.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 and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Mr*** *** *** on March 23, 2018, 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.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.On March 25, 2018, two days after Mr*** *** installation, Viasat received contact that Mr*** *** was receiving slow speeds with his Viasat service plan, and would like to disconnect his serviceA Viasat representative offered to troubleshoot Mr*** *** service for any problems and also offered Mr*** *** a $recurring credit for monthsMs*** *** declined both offers and requested to process his disconnection for April 20, The request was successfully submitted.In light of this complaint, Viasat has reviewed Mr*** *** service for any issues, and determined that there may be an issue with his systemViasat would like to offer Mr*** *** a free service call for a technician to inspect his equipment for defaultViasat requests that Mr*** *** does not disconnect his service until Viasat has had the opportunity to resolve any issues.? At this time, Viasat does not agree to waive Mr*** *** early termination feesIn an offer of good faith, Viasat will place a one-time credit of $onto Mr*** *** account for the service issues that he has been experiencingTo schedule the free service call, or if he has any further questions or concerns, Mr*** *** may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.? ? Thank you for the opportunity to respond.?

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, 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 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 Ms*** *** on March 5, 2018, and Unlimited Data Policy available at exede.com/legal.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.Our records do not indicate that Ms*** has contacted Viasat before regarding receiving slow speeds.? A review of Ms*** account indicates that she has used approximately GB out of her unlimited usageIt is possible that she might be experiencing network traffic during peak hours, something that Viasat is actively working to decrease for our customersA speed test run on May 4, 2018, reveals that Ms*** is receiving speeds well within her plan.? At this time, Viasat believes all appropriate action has been takenIf Ms*** experiences any further troubles, or has any questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-for further assistance.? 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,
Kenneth Nickerson

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement, signed by Mr*** on May 11, and available at exede.com/legal, 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 taxes A *** box with a prepaid return shipping label is delivered to a customer’s home address within a week after their disconnection, and it will include return instructions
Our records show Mr*** called ViaSat on March 6, to disconnect his account, at which time he was reminded of the equipment return requirementsDuring this conversation, Mr*** informed the ViaSat representative that he would need assistance with removing the transceiver from the dishUnfortunately, the ViaSat representative failed to order a service call as requested by Mr***We apologize for any frustration this may have caused him to experienceHis account was disconnected the same day
On April 4, 2017, Mr*** called because a technician had not come out to fulfill his service call and *** had attempted to pick up his equipment return kitAt this time, a service call was ordered and scheduled for the afternoon of April 7, Our records show ViaSat’s technician went out to Mr***’s home on the scheduled date but at an earlier time, but Mr*** was unavailableThe ViaSat technician contacted Mr***, who advised that he would be available between 3:PM and 4:PM, local timeUnfortunately, the technician had gone to another job and advised Mr*** that he would be unavailable for that timeframe
Later the same day, ViaSat’s Home Service Provider (HSP) reached out to Mr*** to inform him that the technician could be back at his home between 5:PM and 6:PMWhen Mr*** informed the representative that the timeframe did not work with his schedule, the HSP attempted to schedule the appointment for another day, but Mr*** was unsure when he would next be available
ViaSat received a call from Mr*** on April 7, regarding his appointmentAt this time, Mr*** was informed that his service call could be rescheduled for a different date and time, but Mr*** declined this offerWhen Mr*** requested to be compensated for the time he took off work, he was correctly informed that ViaSat would not do so, at which time his call was transferred to a ViaSat supervisor, per his request
During his conversation with the ViaSat supervisor, Mr*** was informed that they would waive the cost of the unreturned transceiver so he did not have to worry about returning it within the 30-day timeframe, but that he would still need to return the modem within the timeframeUnfortunately, the supervisor’s request to waive the unreturned transceiver fee was denied on April 10, We apologize for any frustration this may have caused Mr*** to experience
The HSP attempted to contact Mr*** an additional eight times to reschedule his appointment, to no avail, between April 7, and April 14,
On April 12, 2017, ViaSat collected a payment of $in unreturned equipment fees from Mr***
Mr*** called ViaSat on April 13, regarding the charge, at which time he requested to speak to a supervisorDuring his conversation with the ViaSat supervisor, Mr*** was informed that the equipment fee waiver request had been denied, and that he was required to return ViaSat’s modem and transceiver within days, per the Customer AgreementWhen Mr*** advised of his service call experience, the supervisor informed him that they would review his service call order and call him backUpon review of the service call notes, the ViaSat supervisor called Mr*** back and offered to reschedule the appointmentMr*** declined the offer and requested to speak with ViaSat’s Corporate Resolution Team (CRT)A callback request was escalated to a CRT representative for resolution
On April 14, 2017, a CRT representative reached out to Mr*** to discuss his concernsAt this time, Mr*** confirmed that he had been contacted several times by the HSP, but had declined to answer the callsThe CRT representative offered to reschedule the appointment for Mr*** so a technician could retrieve the transceiver from the dish, and advised that no refund would be issued until the equipment was returned
As resolution to this complaint, ViaSat will agree to issue a refund of $for the unreturned transceiver feeThis refund has been issued to his payment method as of April 17, Mr*** should be advised that it may take to business days from the issue date for him to ssee this amount deposited into his accountThe charge for the unreturned modem will not be returned to Mr*** until the modem and transceiver have been returned to ViaSat
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Their error response tells their customer service reps to tell their customers it’s weather issues when I am looking out my window and my weather is clear and sunny? We also have *** and do not have loss of service like this? Out of a month, we may experience loss of service for a few minutes here or there but with Viasat it is constant? ? We we will be online? Offline, buffering then offline all in a matter of a few minutes all the time, everyday? It does not matter what time of day or night? We have the Gold package which is the heist package you can get? The upload and download speeds are terrible? When the connection is working correctly which is rare, it is decently fast but that happens so infrequent, I cannot tell you to be honest? After talking to many different customer service reps, their responses are standard responses: weather issues, beam issues, buffering, or rebootThe last customer rep said we used all our data in a couple of weeks starting with out new billing cycle because the modem is constantly buffering? The modem constantly reboots or I have to reboot it because it turns red? We do not stream? We cannot stream? Cannot hook up our TVs because each time we do, the connections do not stay long enough and we have to constantly put in the passwords? One minute Viasat 5g will show up then Viasat 24g will show up, then both will disappear or they will both show up but will be NO connectivity? I call customer service, they tell me what I want to hear and I go away until the next time I have to call? Well I am tired of calling
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I do not feel we should pay over dollars for service that we never had?
Sincerely,
*** ***

Thank you for bringing Ms***' complaint to our attentionWe apologize for any issue she may have experienced with ViaSat's speed of service
At the time of sale, customers are made aware of ViaSat's 24-month minimum service term commitment and if service is canceled prior to the minimum
service term, early termination fees will apply They are also informed that speeds may vary and are not guaranteed Each of these points is also addressed in the Customer Agreement signed by Ms*** on November 4, and available at exede.com/legal
Our review of Ms***' October 30, shows that she contacted ViaSat to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms*** that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeAt no point was Ms*** advised that she would be given with a day trial periodThe service was installed at Ms***' home on November 4,
ViaSat received a call from Ms*** on December 9, because she was experiencing slow speeds and wished to disconnectDuring this conversation, the ViaSat representative offered to guide Ms*** through troubleshooting as resolution to her issue, but Ms*** declined as she was not at homeMs*** also advised that she just wished to disconnect service, and requested to speak to a supervisor regarding the early termination feesDuring the call transfer, the line droppedThe agent attempted to reach out to Ms*** again, but there was no answer
Ms*** called ViaSAt on December 16, to see if there was a lower plan available in her areaUnfortunately, due to a technical issue on ViaSat's end, the ViaSat representative was unable to provide Ms*** with this informationDuring this conversation, Ms*** inquired about disconnecting, at which time she was reminded of her signed Customer Agreement and 24-month minimum service termMs*** acknowledged that she would be charged an early termination fee if she disconnected, but chose not to move forward with it at that time
As ViaSat was not provided with any opportunity to resolve her issues, if Ms*** chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination fees
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,
*** ***
*

Complaint: ***
I am rejecting this response because:
II have incredibly high pings, there's a HUGE delay.? My plan reset today pings,? too slow for my Ring video doorbellWe were NOT informed this would be Ann issue when we signed up!
Sincerely,
***?
*** ***

Thank you for bringing Mr*** complaint to our attention
Our review of the account shows that he is not listed as the account holder; however, his information is listed for the billing contact informationWe apologize for any frustration this may have caused Mr*** to
experience
The Customer Agreement, signed by Ms*** ***, the account holder, on September 19, 2017, 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 feesDuring the creation of an account, customers are asked to place a payment method on file for the billing of the monthly service and equipment lease feesOur records show Mr*** account was placed on the account when it was created on September 11,
As of April 5, 2018, Viasat has updated billing information to reflect the account holder, *** ***, as well as her addressViasat has also removed the payment method on fileMs*** should be advised that she will need to update her payment method in order for her services to remain uninterrupted
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 causedOur records show that Mr*** is receiving ViaSat’s Exede - GB service plan at $a month, ViaSat’s Easy Care plan for $a month plus applicable taxes and a
$monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular download speeds up to Mbps, and upload speeds up to MbpsIt 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 guaranteed.? ? ? ? ViaSat has sent two service calls to Mr***’s house in the past few weeks, once replacing the modem and the second time replacing the triaIt has been documented by the technician that Mr*** is receiving up to mbps during the day but drops significantly during our peak timesThere is no equipment issue and this is due to congestion on the beam during those times which is documented in the customer agreementWe apologize if Mr*** feels these points were not communicated to his satisfaction ViaSat will agree to place $off for months to the account as a resolution Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement provided to each new subscriber, signed by Ms*** on October 15, and also available at exede.com/legal, states ViaSat
requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term.? Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termSince installation, Ms*** has contacted ViaSat eight times regarding the connectivity of her ViaSat servicesDuring her conversations with the ViaSat representatives, Ms*** was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work 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 filesMs*** contacted ViaSat on March 23, to request the disconnection of her ViaSat accountDuring her conversation she was advised of the disconnection disclosures including; the leased equipment return policy and early termination fees ViaSat is unwilling to refund Ms*** early termination fees in full.? However, ViaSat agrees to refund half of the early termination fees as she has returned the leased ViaSat’s equipment.? ViaSat will issue a refund of $to the payment method on fileMs*** should receive this refund within three to five business days from today, April 27, Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/07) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any issue he may have experienced with ViaSat's Exede Internet service
At the point of sale, customers are advised that the service speeds are no guaranteed and
may varyThis point is address in the Customer Agreement, signed by Mr*** on July 30, and available at exede.com/legalDue 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 router, and day-to-day activitySpeeds can also be impacted if customers exceed their monthly priority data, pursuant to ViaSat's Data Allowance Policy
Mr*** was receiving ViaSat's Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsThe Liberty service plans are subject to "Priority Data" usage limits which are also described in the Data Allowance PolicyIf a customer exceeds their Priority Data usage limits, they will receive "Liberty Pass" for the remainder of their monthly billing periodLiberty Pass speeds will be slower than Priority Data speeds (between 1-Mbps download), do not support video streaming on multiple devices and may not support streaming of high definition videoLiberty Pass speeds will vary based on the time of day and a customer's geographic location and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which may result in Liberty Pass users experiencing slower speeds when the network is busy than subscribers who have not exceeded their data allowance or other data thresholdHeavier users of Liberty Pass may be slowed to a larger extent than lighter users
Our records show Mr*** called ViaSat on July 7, because he was experiencing slow speeds, at which time he was educated on network congestion in his areaOn July 21, 2015, Mr*** exceeded his monthly Priority Data usage limits and was placed on the Liberty PassMr*** contacted ViaSat on July 22, regarding the speed of his service, at which time a ViaSat representative guided him through troubleshootingAs Mr***' speeds continued to be slow, the ViaSat representative offered him a free service call and GB of free additional dataMr*** accepted these offersThe free service call was cancelled on July 23, by ViaSat's Home Service Provider prior to the completion of the service call because the values from Mr***' modem were in working order
Mr*** called again on July 23, because his speeds were slowDuring this conversation, Mr*** was guided through troubleshooting and a ViaSat's Exede Expert assisted him with cleaning his computer of any junk files or malwareMr***' modem software was also updated at this time to the current version
On July 24, 2015, Mr*** called ViaSat again about his speedsDuring this conversation, the ViaSat representative ran three speed tests on ViaSat's end, all of which showed that the speed going through Mr***' modem was within or above the advertised rangeMr*** requested the disconnection of his account, at which time he was reminded of his signed Customer Agreement and early termination feesAs a gesture of goodwill, however, the ViaSat representative escalated a request for the early termination fees to be waivedThis request was rejected on July 28, because ViaSat's records showed that his speeds were within rangeMr*** was advised of this on July 29,
The Customer Agreement 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 termOn August 1, 2015, ViaSat charged Mr*** $in early termination fees, plus a charge for GB of additional data; however, the payment failed
As Mr***' service was in Liberty Pass at the time of his disconnection and, thusly, working as advertised, ViaSat does not agree to waive his early termination fees in fullHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees plus the charge of the GB of free additional data that should have been waived, leaving Mr*** responsible for a balance due of $ViaSat does not agree to refund Mr*** for his first month of service as he was actively using it
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At the point of sale, customers are advised that the service speeds are no guaranteed and may vary This is not addressed by your Sales Team (If I was told that Up to mbps meant that - mbps was the norm, I never would have ordered 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 router, and day-to-day activity(All of the items listed above were checked by YOUR EXEDE EXPERTS and installers, and the speeds were in the - mbps range)
Liberty Pass *** will vary based on the time of day and a customer's geographic location and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m- 2:a.mlocal time), which may greatly impair your ability to use the internet (it didn't matter what time of day I used the service It never ran speed test at mbps This included over the phone with your Help Deck, Tier support, and Exede Experts They could get it from their end, but never to my modem.)
Our records show Mr*** called ViaSat on July 7, because he was experiencing slow speeds, at which time he was educated on network congestion in his areaMr*** contacted ViaSat on July 22, regarding the speed of his service, at which time a ViaSat representative guided him through troubleshootingAs Mr***' speeds continued to be slow, the ViaSat representative offered him a free service call and GB of free additional dataMr*** accepted these offersThe free service call was cancelled on July 23, by ViaSat's Home Service Provider prior to the completion of the service call because the values from Mr***' modem were in working order
Mr*** called again on July 23, because his speeds were slowDuring this conversation, Mr*** was guided through troubleshooting and a ViaSat's Exede Expert assisted him with cleaning his computer of any junk files or malwareMr***' modem software was also updated at this time to the current version (Throughout this whole time I never received one speed test that was close to mbps They typically were from to just over Where is the advertised mbps?)
On July 24, 2015, Mr*** called ViaSat again about his speedsDuring this conversation, the ViaSat representative ran three speed tests on ViaSat's end, all of which showed that the speed going through Mr***' modem was within or above the advertised range(again, this is not flowing through the YOUR modem I ran the test to different laptops Once was connected by Ethernet and the other by wireless I tried different Ethernet cables Only one would be connected at a time I never got tests run back to back to ever get above I'm paying for service I get, not what you get!)
Mr*** requested the disconnection of his account, at which time he was reminded of his signed Customer Agreement and early termination feesAs a gesture of goodwill, however, the ViaSat representative escalated a request for the early termination fees to be waivedThis request was rejected on July 28, because ViaSat's records showed that his speeds were within rangeMr*** was advised of this on July 29,
Early termination fees will apply if service is canceled prior to the minimum service termOn August 1, 2015, ViaSat charged Mr*** $in early termination fees, plus a charge for GB of additional data; however, the payment failed(you were charging for GB of data that YOU needed to test everything out since your equipment doesn't work as advertisedPer your Customer Service Reps, I wasn't to be charged for this! I was also told by my Legal group not to pay this bill.)
ViaSat will waive half of the early termination fees plus the charge of the GB of free additional data that should have been waived, leaving Mr*** responsible for a balance due of $(Per my Legal group with Wells Fargo, the entire amount must be waived, or we'll let a judge decide on if - mbps and never getting close to 12mps is what is advertised to the consumer )
Final Consumer Response /* (4200, 11, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
at no time during the month did the speeds ever come close to mbps download or the stated upload This was also the during the time when the gave the additional Gig for testing The question is whether I was able to get the speed EVER during a speed test with the Exede Experts on my end The answer is no At no time during the month of service did your equipment ever deliver close to mbps It never hit half that speed Please remember this is Exede's router, satellite dish, and installation Exede Expert also spent hours cleaning up my laptop and the speeds got worse, not better On Exede's end they were getting speeds that were acceptable to the, but never did me, the consumer, get these speeds Waiver of the Early Termination is the only acceptable answer
Final Business Response /* (4000, 13, 2015/08/28) */
Thank you for bringing Mr***' rebuttal to our attention
As a gesture of good faith, ViaSat has waived the balance of $in full
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on April 14, to request the
disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr*** was advised of the leased equipment return policy, and potential charges should the equipment not be received by ViaSat in days from the date of disconnection
Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementMr*** was charged an unreturned equipment fee of $on June 13, 2015, per the Customer Agreement signed by Mr*** on June 7,
The tracking number associated with Mr***'s account (1ZAFXXXXXXXXXXXXXX) shows on UPS.com that the prepaid shipping labels and boxes were returned to ViaSat on May 14, after three attempts to deliver to his locationIf Mr*** has an alternate tracking number he can provide ViaSat is willing to refund the equipment charges of $once returned
Again, we apologize for any confusion this situation may have caused; however, ViaSat has not received Mr***'s leased ViaSat equipmentTherefore, we are unwilling to issue a refund until a tracking number can be provided showing the return of the leased equipment
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that ViaSat as an organization does not have its records in order in this matter They allege that I never received a box with which to return the equipment
A return box was delivered to me - not in East Alton, IL, as the tracking number provided in its most recent response details, but in Grafton, IL I can describe the box I received I contained a second, return label that could be (and was) affixed over the top of the first label It also contained foam padding with three cutout areas - one for the charger, one for the modem, and one for the transceiver It also contained an informational flyer printed on glossy paper that when folded out measured around 18" x 18" Orange was a prominent color on the flyer The return address was to somewhere in Colorado I deposited said package, with the new label affixed, at my place of work, into the hands of a UPS deliveryman
Viasat may have its records wrong They may have lost the package I'm even willing to grant that, however unlikely, UPS may have lost the package Their stance that my inability to produce a tracking number should preclude the recovery of my money, however, looks to me to be simple, old-fashioned stonewalling
Whatever to exact cause of this confusion, the problem here seems to lie in their system of handling returned equipment Their unwillingness to take responsibility for their system's limitations (most charitably) or its failures (less, but not least, charitably) constitutes an unsatisfactory response
Final Business Response /* (4000, 9, 2015/08/24) */
We understand Mr***'s position, and per ViaSat's previous response the tracking number (1ZAFXXXXXXXXXXXXXX) was supplied to Mr*** to return the leased equipmentHowever, East Alton, IL was the last known location of this packageGiven the information provided by Mr*** and our understanding that this package may have been lost by UPS, ViaSat will agree to refund the charges for failure to return the leased equipment of $This refund was issued to Mr***'s payment method on file as of August 24, and should be received by him within three to five business daysThank you!

Thank you for bringing Mr***’ rebuttal to our attention
As previously stated, the Customer Agreement, signed by Mr*** on June 26, 2015, states that ViaSat may discontinue, add to, or revise any aspects of the service without noticeRecently, ViaSat removed the Freedom service plan from Mr***’ area, and introduced new its new Exede Liberty plansAs such, the Freedom plan is no longer an available option in Mr***’ area for either new or existing customersThis was explained to Mr*** during a conversation with a ViaSat representative on January 24,
Mr*** is currently receiving the Exede Evolution 20GB at $a month, plus applicable taxes and a $monthly equipment lease feeAt the time he ordered service, this service plan came with a promotion of the Freedom plan for the first six months, after which it reverted to the Exede Evolution 20GB planThirty days prior to the end of the promotional period, ViaSat sent an email notification advising subscribers that their promotion was coming to an end and advising them that they could transition to the Freedom service plan before the end of their billing cycle if they wished
In regards to the email notice about the end of Mr***’ promotional offering, ViaSat incorrectly advised that this email had gone to ***@gmail.com in our previous responseWe apologize for this errorThe email address we have on file for Mr*** is listed as ***[email protected]
ViaSat has already offered to switch Mr***’ service to the Freedom plan as a one-time courtesy; however, as it has to be processed through ViaSat’s back-end systems, it may take some timeMr*** should be advised that if he chooses to transition his service from the Freedom plan for any reason in the future, it will no longer be available to him and ViaSat will not make another accommodation for him
As ViaSat is taking action to provide Mr*** with the Freedom plan, per his request, we feel Mr***’ complaint has adequately been resolved
Thank you for the opportunity to respond

Thank youRevdex.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,
*** *** ?

Complaint: ***
I am rejecting this response because:Exede never completed their “detailed investigation” into the source of data usage or provide we used the data, after claiming they would for over a month.? They made accusations against the accuracy of router data usage monitoring without providing any proof to their claims.? We reject their claims that we are the source of the data usage at the rate of 18GB in less than 24hrs.? Data usage at that rate is not consistent with our typical data usage, our equipment was monitored or shutoff, our router showed a fraction of data usage claimed by Exede, they indicated machines that are not on our network, they claimed software (peer-to-peer) being used that we do not have.We will terminate use of this internet service provider as soon as alternate arrangements can be made
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Please do not try to deescalate the situation based on the fact that my account is currently in Liberty PassIF YOU HAD READ the notes on the account, you would see that the speed is staying slow regardless of Liberty Pass or being within our data! While I realize there are "many variables" that can affect speed, there was no issue with our service until the last months! If this were an issue with our computer or other equipment, it would have been going on for the last years, NOT JUST the last months ONLY!? ? It is OBVIOUS there is an underlying issue here that for some reason you are unwilling to investigate and resolve!
Sincerely,
*** ***