ViaSat, Inc.

Thank you for bringing Mr*** response to ViaSat’s attentionViaSat has agreed to let Mr*** out of the month agreement with no early termination feesIn addition ViaSat will issue a refund of the first payment back to Mr*** totaling $Mr*** will need to call the customer service number mentioned in the previous responseThank you for allowing ViaSat the opportunity to respond

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Called and confirmed cancellation
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,
*** ***

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of the complaint, ViaSat has determined that the services are not going to meet Mr***' needs or
expectationsWe apologize that Mr*** has recently experienced speed and connectivity issuesDue 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 activityViaSat advertises speeds up to MBPS, sometimes the customer will experience speeds of this but it is not guaranteedBased off what Mr*** is using the service for the usage is going to go by very fast which will cause slow speeds until the data resets each monthIn order to arrive at a resolution ViaSat is willing to let Mr*** out of his contract with no early termination fees and will issue a refund of $back to Mr*** for the latest payment; however, the payment of $for installation will not be issued back as the service was installedMr*** can call customer service anytime at XXX-XXX-XXXX and reference ticket number XXXXXXXX to have the services disconnected and the disclosures readThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their response is honest and fairThank you for assisting in a resolution

Complaint: ***
I am rejecting this response because: I cannot in all good consciousness agree to what the response from ViaSat statedI have never ever received download speeds greater than the advertised speed of MbpsThe only way that could ? be possible would be at or AM
when there is very few active usersI just ran several speed tests and the average download speed was Mbps.I noticed that their response failed to state at what hour their test was run.I read the page legal agreement and it does state that speeds are not guaranteedHowever, if they are claiming Mbps any reasonable person would expect to receive something similar to their claimsThat was simply a misleading statement.As to the nature of their service they know what the problem is as verified by their own technicians, they have too many users on this plan which they refer to as congestionHowever, they do not tell you that when you sign up for service.? However, I may take them up on their offer to discontinue my service if I can find a suitable alternative before their arbitrary deadline date of 02/16/At least they offered that solution.Thank you for your prompt attention to this complaint.? Yes, I read the page agr
Sincerely,
*** ***?

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize that Mr*** feels he couldn’t reach anyone at ViaSat’s Customer Service numberViaSat records all calls for quality assurance purposes and keeps track of each call with an interaction IDViaSat shows that Mr*** spoke with a Customer Service Representative yesterday January 26, regarding the slow speeds and no connectivityViaSat’s Customer Service Representative was not able to correct the issue and advised Mr*** that he will need a service call to correct the issueMr*** was offered the EasyCare product for $a month which allows free service calls; however, Mr*** declined and advised that he would call back ViaSat charges $for service calls after the first days of installationViaSat understands that Mr*** needs a service call so the issue can be looked atIn order to arrive at a resolution ViaSat will offer Mr*** a free service callMr*** will want to contact Customer Care at *** and reference ticket #*** to have the free service call set up when he is readyViaSat will also place one free month of service to the accountThank you for allowing ViaSat the opportunity to respond Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will be terminating service on 4/9/to make sure it is cancelled by 4/12/17!?
Sincerely,
*** ***
?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
?

Thank you for bringing Mr***’s complaint to our attention
The Customer Agreement provided to each new customer, and signed by Mr*** on October 17, and also available at ***, 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
Our records show that Mrs*** called ViaSat on November 1, because she was experiencing an issue with her computer monitor not receiving a signalDuring this conversation, the ViaSat representative advised Mrs*** to ensure the monitor was properly connected to the computer tower, but that ViaSat could not assist her with issues occurring on a third-party deviceWhen Mrs*** advised that she did not believe there was an issue with her computer, the ViaSat representative placed her on hold to review her account and obtain further informationAt this time, the call droppedWe apologize for any frustration this may have caused Mrs*** to experience
ViaSat did not hear back from the ***s regarding any service issue they may have experienced until July 5, During this conversation, it was determined that the ***s’ dish was not aligned properly, and a service call would be requiredUnfortunately, the call dropped prior to a service call being orderedMrs*** called back the same day to request a service call, but the call dropped while the ViaSat representative was performing troubleshootingWe apologize for any frustration this may have caused the ***s to experience
On July 20, 2016, ViaSat charged Mr*** $in monthly service feesMrs*** called ViaSat on July 23, regarding his connectivity issues, at which time he was advised that a service call would be requiredThe ViaSat representative advised Mrs*** that standard service calls were associated with a $charge then advised him of ViaSat’s EasyCare program at $a monthCustomers who opt into the EasyCare program are not charged for required service calls, receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department
Mrs*** declined both the EasyCare program and the service call and requested disconnection, at which time she was reminded of the 24-month minimum service term and early termination feesPer her request, Mr***’s call was transferred to a supervisor for further assistance
During his conversation with the ViaSat supervisor, Mr*** was advised that his early termination fees would be valid if he did not provide ViaSat with the opportunity to resolve his concernsThe supervisor also reminded him that, per the Customer Agreement, service calls after the first days of service were associated with a $feeMr*** chose to move forward with the disconnection of his account, at which time the supervisor advised him of all disconnection disclosures
On August 20, 2016, ViaSat attempted to charge Mr*** $in early termination fees, but the payment failedMr*** called in about the balance due on September 6, 2016, at which time he was reminded of his Customer Agreement
As ViaSat was not provided with any opportunity to assist Mr*** with his issues, and as Mr*** declined the service call, ViaSat does not agree to waive any portion of his early termination fees
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 caused It is our goal to provide you 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 guaranteedViaSat was able to locate the communication between Mr*** and their Social Media teamViaSat’s Social Media last responded to Mr*** on December 31, informing him that we did escalate his issue regarding the data concernsIn ViaSat’s response Mr*** was advised that the data was calculating correctly and that most web browsing is https which is most likely streaming videoMost days at least one device is hitting the network 24/There are multiple devices and they have all recently accessed the networkViaSat’s Social Media team suggested taking the Ipad offline first to see if that reduces the usage and see if it is the device that is constantly pinging the network If Mr*** is still experiencing connectivity issues he can contact Customer Care anytime at *** for assistance Thank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
The Customer Agreement, provided to each new customer and signed by Mr*** on February 4, 2016, commits customers to a 24-month minimum service term for the
Exede Internet service and a 6-month minimum service term for the Exede Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Our records show Mr*** called ViaSat on February 10, regarding a monthly service fee of $charged by ViaSat on February 8, During this conversation, the ViaSat representative explained to Mr*** that ViaSat billed in advance and that his bill cycle date was based on his service installationViaSat’s billing periods occur every fourth day within a monthAs Mr*** account had been installed on February 4, 2016, his bill cycle date was automatically scheduled for the 8th of each monthWhen Mr*** informed the representative that he had been unaware of ViaSat’s billing processes, the representative offered him a credit of $towards his internet service planMr*** accepted
Per his request, the ViaSat representative advised Mr*** of his Exede Internet and Exede Voice early termination feesWhen Mr*** asked if he could keep the Exede Voice service and cancel the Internet service, he was correctly advised that he could notViaSat’s Exede Voice service is only compatible with ViaSat’s Exede Internet serviceMr*** disputed the early termination fees associated with the Exede Voice service and advised he would be calling back the next day to disconnect all servicesAt no point did the ViaSat representative offer to call Mr*** back to disconnect his account
ViaSat did not hear back from Mr*** until August 1, Because his account was still active, Mr*** was charged each month for monthly service fees for his Exede Internet and Voice servicesDuring the August 1, conversation, Mr*** account was disconnected, per his request, and a supervisor applied a credit of $to waive his early termination fees as a gesture of goodwill as Mr*** had not been using the service
Unfortunately, because this waiver for the early termination fees was not correctly escalated, the credit was rejected upon the disconnection of Mr*** accountSubsequently, on August 8, 2016, ViaSat collected a payment of $from Mr*** for his early termination fees
Mr*** called regarding the early termination fees on August 9, 2016, at which time a refund ticket was createdAs the early termination fees were considered valid, the request was rejected on August 11, Mr*** was advised of this on September 1, 2016, and his request was escalated to ViaSat’s Corporate Resolution Team for review and approval
The same day, ViaSat’s Consumer Affairs Team received an email from Mr*** regarding his concernsIn response, the early termination fees of $were refunded to Mr*** payment method the same dayMr*** was advised of this via emailMr*** will see this amount deposited into his bank account within three to five business days from the issue date
We apologize for any frustration Mr*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr*** complaintThank you for the opportunity to respond

We apologize for any issue Ms*** experienced regarding the receipt of the approved refundDue to a system error, the refund was not properly completedHowever, as of today, December 20, 2017, a refund was issued to the payment method on fileAgain, Ms*** should receive this refund within three to five business daysIf she does not, please have contact Viasat’s 24-hour Customer Service Department at 1-855-463-Thank You!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
?

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***This is so funny because my husband and I packed the box ourselves and you are saying nothing was is the box when I know other wise.? I think it is pretty sad you ripped off because we canceled serviceI hope you can sleep at night knowing your lying.? There is nothing else to sayWe put the equipment in the box and they are saying we didn;tI don't know what else to do

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement signed by Ms*** on August 21, states that monthly fees are payable in advanceCustomers
are also made aware of this at the time of the saleThe Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees
On August 24, 2015, ViaSat charged Ms*** $for her first month of service, plus prorated fees associated with her installation date, but the payment failedViaSat was able to successfully collect this payment on August 25,
On August 26, 2015, Ms*** called ViaSat requesting to disconnect due to a connectivity issue she was experiencingMs*** also advised that she hadn't been aware of the advanced billingDuring this conversation, the ViaSat representative explained ViaSat's billing process to Ms***, and offered her a refund and troubleshooting for her connectivity issuesMs*** accepted the offers; however, before she could be transferred over to ViaSat's Technical Support Department, the call droppedWe apologize for any frustration this may have caused Ms*** to experienceA refund of $was electronically issued to her payment method on August 26,
ViaSat did not receive another call from Ms*** until September 23, when she called to report a speed concernDuring this conversation, Ms*** expressed a desire to disconnect her account, but accepted a retention offer of 50% off her bill per month for the following three monthsThe ViaSat representative also offered to troubleshoot with Ms***, but she was not at home to do soMs*** was advised to power-cycle her equipment when she got homeMs*** also requested that the Exede Voice service be removed from her account as she had been unable to use itUnfortunately, the Exede Voice service was not removed from Ms***'s account at this timeWe apologize for any frustration this may have caused her to experience
Our records show Ms*** did, in fact, receive the promised $credit on her account between September 24, and November 24, Additionally, we show that Ms*** received a second $credit on her October 24, billCopies of these invoices have been included with this responseWe have also sent physical copies to Ms***'s home address for her review and records
On December 1, 2015, Ms*** called ViaSat because she believed she was not receiving the monthly $credit on her accountThe ViaSat representative reviewed Ms***'s billing, and incorrectly advised her that the only month she had not received the credit in was NovemberDuring this conversation, Ms*** also mentioned that her Voice services were still active when they should have been disconnectedAt this time, the ViaSat representative removed the Voice product from Ms***'s account with the Voice disconnection fees waived, and escalated a refund for the $payments she'd made for the service since SeptemberTwo refunds (one of $and another of $39.98) for three months of Voice service was electronically issued to Ms***'s payment method on December 3, It can take 3-business days for these amounts to be deposited into her account
Due to multiple tickets being placed onto Ms***'s account for the same refund request, Ms*** was erroneously advised on December 3, that the refund request had been rejectedWe apologize for any confusion this may have caused Ms*** to experience
As of December 4, 2015, Ms*** has received a total of $in credits from ViaSat, as well as refunds totaling $
As ViaSat has resolved Ms***'s billing issues, we do not agree to waive any portion of her Exede Internet early termination fees if she chooses to move forward with the termination of her accountIf Ms*** is experiencing an issue with her internet services, she *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of the response from Viasat has been fabricated and I am shocked
The first payment of $125.xx was charged to my account within the week of installation - which I was not told would happenI called and had it refunded and was given a free monthAlso, I never signed a contract with the companyThe first customer service rep who told me I did, informed me that I did so online, which was a bald-faced lie, as prior to my connecting with this service, I had no internet accessI was then informed by another that I had signed it upon installation, which also was untrue, as the installer never had me sign anything
I was charged $September 24th, should have been halfI was charged $Oct 24th, which was correctI was charged $again Nov 24thSo twice I was charged an extra $that supposedly was turned into a credit on my accountIf I had a $credit from September, it should have been applied to Oct, basically rendering a "free" monthBut that's not the caseIt was kept, I was charged 50% and then charged a full month with a fake $credit again
Since I filed my complaint, I have received ONE $credit, instead of the THREE that is owed to me, and ONE $credit, instead of the TWO $owed to me
The "$160" in credits is an erroneous statement, as I was told I had TWO $creditsThese credits, as far as I'm concerned do not exist, or they would have been applied to my billThat $is what is owed to me, and needs to be returned to the bank account it was taken from
Again, I want all the money that was taken from my bank account and "credited" to my account BACK where it was taken from; MY BANK ACCOUNTThese credits, need to be returned to my bank account
And since there was no contract signed, releasing me from the contract should be no problemI want NOTHING to do with Viasat ever againI don't want their equipment on my house, I don't want my money going to themI want OUTI have not had a single pleasurable experience with the service and least of all the "customer service"Please, for the love of all that is good, let me out of the contract that does not exist and DO NOT charge me ETFs! Why would you force someone to be miserable with your lackluster services? I've had nothing but problems from the start!
Final Business Response /* (4000, 9, 2015/12/09) */
Thank you for bringing Ms***'s rebuttal to our attention
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 MsLewis's electronic signature on the Customer Agreement dated April 6, We apologize for any misunderstanding regarding the electronic signature processOnce again, a physical copy of her electronically signed Customer Agreement has been sent to her as of December 4,
Ms*** was not charged an additional $on her November billAs previously stated, the reason for the discrepancy between her October and November bills was due to the fact that she received two $credits in OctoberMs*** still received a $credit in NovemberCopies of her invoices from September-November have also been sent to her as of December 4, for her review and records
Our records also indicate Ms*** has, in fact, received two refunds as of December 3, The first was in the amount of $for one month of Voice serviceThe second was in the amount of $for two months of Voice serviceOnce again, it can take 3-business days for refunds to be deposited into an accountIf, after this timeframe, Ms*** does not see these refunds, we encourage her to speak with her financial institutionMs*** can also provide ViaSat with a copy of her rolling 30-day bank statement showing that the refund was not deposited once the 3-business day timeframe has expiredThis documentation *** be faxed to XXX-XXX-XXXX, or emailed to ***@viasat.com
Per ViaSat's records as of December 9, 2015, all promised credits and refunds have been provided to Ms*** accordingly
Once again, ViaSat does not agree to waive any portion of the early termination fees associated with Ms***'s Exede Internet service if she chooses to disconnect her service
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 caused
The Customer Agreement provided to each new subscriber and signed by Mr*** on June 20, obligates subscribers to a 24-month Minimum Service
Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply
Mr*** contacted ViaSat's customer service department on December 12, to discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr*** was educated on the early termination feesAs Mr*** was disputing these fees, Mr*** was advised that a supervisor would make contact with him at a later time to discuss
On December 13, Mr*** contacted ViaSat's customer service department to again discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative Mr*** was advised that the early termination fees of approximately $were validMr*** disputed these fees as he stated the landlord was unwilling to have the equipment installed at his location; however, Mr*** did have the option to have the services installed on a pole mount
As Mr*** did have the option to have the services installed at his new location on a pole mount, ViaSat is unwilling to waive his early termination fees in full However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment Mr*** can call a ViaSat Customer Care Department at 1-855-463-to request the disconnection of his ViaSat account with waive of half the early termination fees and to have ViaSat send another UPS box
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,
*** ***
?

Thank you for bringing Mrs*** complaint to ViaSat attentionWe apologize for any confusion she might have experienced 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 Mr*** on April 30, and available at exede.com/legal.? We apologize if Mrs*** feels these points were not communicated to her satisfactionDue 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 activitySince installation, Mrs*** has contacted ViaSat on twelve separate occasions regarding the connectivity of her account.? Each time, Mrs*** was advised that her services appeared to be working properly and was advised that it appeared to be an issue with her routerNevertheless, on November 20, ViaSat sent a technician to Mrs***’ locationThis service call was completed and Mrs*** account passed all troubleshooting steps On April 10, Mrs*** contacted ViaSat to discuss the connection of her ViaSat accountDuring her conversation with the representative, Mrs*** was advised that her router was set to bridge mode and once reset to home network her services appeared to be restoredGiven this information, ViaSat believes that Mrs***’ issues with her services are directly related to the router in place In response to this complaint, ViaSat agrees to disconnect Mrs*** account with her early termination fees waived in fullIf she wants to move forward with the disconnection of her account, please have Mrs*** may contact ViaSat’s 24-hour Customer Service number at 1- 855-463-and reference ticket ***However, Mrs*** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/02) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** has been in contact with our corporate office representative regarding the refund of
$On September 12, 2015, Mr*** spoke with our representative regarding the refund and was advised that the refund would be escalatedOn September 22, Mr*** contacted our representative directly once again to discuss the refund request as he had not received itThe ViaSat customer care representative advised Mr*** that the refund had been requested and should be received in seven to fourteen business days
ViaSat did confirm that the refund check was issued on September 29, and sent to the location provided by Mr***We apologize that the refund process is taking longer than expected; however, as we did not have a valid payment method on file a refund check had to be requested
If Mr*** does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With numerous contacts with said company I have been told a check was sent and then the refund was going into my accountThe last conversation I had with them
Viasat, Incsaid they would be refunding my payment back to my credit cardNow it's a check again? they have aklways had my payment info on file as when you call about your account past or present, they require your payment info before they will discuss anything about your accountThis, at best is very criminal as it appears they have no intention on refunding my paymentThis matter has been going on for monthsI seem to have no problem getting refunded from other businesses nor do I have problems getting my mailThis matter is a direct insult
Final Business Response /* (4000, 9, 2015/10/07) */
Per ViaSat's previous reply, ViaSat had previously requested the refund to be issued, but due to the length of time it does take for the refunds to be approved and process Mr*** did not receive the refund within the advised time frameWe apologize for this confusionAgain, ViaSat did confirm that the refund check was issued on September 29, and sent to the location provided by Mr***If Mr*** does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX

As stated in ViaSat’s previous replies, ViaSat does not have a payment method on file and therefore we are unable to issue any refunds to *** ***The payment method on file was removed on June 15, Additionally, ViaSat collected payments on 2.1.2017, 3.1.2017, and 4.1.2017, equaling $in payments ? If the charges collected are fraud due to the account being established by a previous tenant and she is unable to retrieve the funds via her bank account, she may file a police report in an attempt to retrieve the lost funds directly from the previous tenant ? We apologize for any confusion or frustration this situation might have caused