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

Complaint: ***
I am rejecting this response because: I have not been able to contact their customer service after reading their last response due to a high volume? of waiting callsWhile I appreciate their offer, Exede has still not answered my questionsPerhaps much of this could be avoided if they were upfront with me and have the information available or answer my questions hereOn 1/I lost 6Gb of data, no one was home, One update did take place but is was less that 11mb fileI had place a call to customer service at that time, and was told it was likely a? Apple productThe only Apple that I have is an IPod with only 1GB of space left on it, it has? not updated, it is on manual update, and requires 3Gb of space available to update.? What is an acceptable speed during unrestricted data (12Mps)?What is an acceptable speed during restricted data (Classic Exede Plan)Why am I losing data? (per their own graphs) while my modem and router are unplugged?
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,
*** ***
?

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: 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,
*** ***?

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!

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

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*** 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

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,
*** ***
?

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 me
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 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

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

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

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

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize that Mr*** feels the way he does As stated in the previous response ViaSat has issued back the refund of $on September 16, Mr*** should receive that refund within 3-business days from that dayIf Mr*** wants to dispute the overdraft charges that this may have caused he can contact customer care at ###-###-#### and fax over his bank statement Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus 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
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Ms*** on February 20, 2018, that speeds may vary and are not guaranteed
Our records show Ms*** called Viasat on February 23, because she was experiencing slow speedsAt this time, she was guided through troubleshooting, after which the issue was resolvedA second call was received from Ms*** the same day regarding the same issue and advising that she was unable to game onlineThe Viasat representative informed Ms*** that the service plans were optimized for different streaming qualities, and that she would need to transition to a different service plan to fit the resolution of her devicesMs*** declined to transition her service and requested the disconnection of her service, at which time her call was transferred to Viasat’s Retention Department
During her conversation with the Retention representative, Ms*** expressed that she felt she had not been offered the right plan for her needs at the point of saleThe Viasat representative offered Ms*** a discount of $off her bill per month for months, but Ms*** declined and moved forward with disconnecting after being advised of the disconnection disclosuresPer Ms*** request, a waiver request for the early termination fees was submitted
The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers 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
On February 24, 2018, Ms*** was charged $in early termination fees, but the payment failed
The waiver request for the early termination fees was denied on February 25, Ms*** was informed of this on February 27, and advised by a Viasat supervisor that the fees were valid, per the Customer Agreement
Ms*** called to dispute the early termination fees again on February 28, 2018, at which time she was referred back to the authorized Viasat dealer she’d ordered service from regarding her point of sale issues
On March 1, 2018, Ms*** called Viasat inquiring about reconnectingDuring this conversation, Ms*** advised of her point of sale issues and her inability to game online, and was correctly informed by the Viasat representative that the performance of some games over the Viasat Internet was poor and some games may not work at all due to the inherent lag of satellite internetMs*** chose not to reconnect service
As resolution to this complaint and in consideration of Ms*** short term as a Viasat subscriber, Viasat has waived her early termination fees in full as of March 1,
Thank 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

Thank you for bringing *** ***’ complaint to our attention
Our records show *** *** ordered her service through ***, an authorized ViaSat sales agentUnfortunately, purchasing ViaSat’s service with *** does not bundle the billingViaSat and *** handle customer
billing for their own services and, therefore, *** *** was billed separately by ViaSat for Exede Internet service
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by *** *** on May 24, 2017and also available at exede.com/legalThe *** sales agent was required to make *** *** aware of these pointsWe apologize these points were not clearly communicated to *** *** at the point of sale
*** *** was receiving ViaSat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsPursuant to ViaSat’s Data Allowance Policy, once the customer goes over the priority data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly priority data allowance resetsCurrently, ViaSat neither has nor advertises an unlimited plan
Our records show *** *** called ViaSat on May 24, because she was unable to connect after being installedDuring this conversation, the ViaSat representative attempted to guide *** *** through troubleshooting; however, the call dropped before resolution could be obtainedThe ViaSat representative attempted to call *** *** to complete troubleshooting, but there was no answer and no opportunity to leave a message
On May 28, 2017, ViaSat charged *** *** $for monthly service, plus prorated fees based on her installation dateShe called ViaSat on May 29, with questions regarding her billing and the Data Allowance PolicyDuring this conversation, *** *** informed the representative that she’d believed her bill would be bundled with *** for $a monthThe ViaSat representative educated *** *** on the ViaSat billing and the Data Allowance Policy*** *** advised she would contact *** regarding her point of sale concerns
ViaSat received another call from *** *** on May 30, 2017, at which time she requested the disconnection of her account because she thought she would be receiving and bundled with ***’s serviceThe ViaSat representative offered *** *** a discount of $off per month for months, and a free month of service*** *** declined the offers and moved forward with disconnecting service
The Customer Agreement 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
On June 28, 2017, ViaSat collected a payment of $from *** *** for her early termination fees*** *** contacted ViaSat via email requesting a refund for her monthly service payment and a waiver of the early termination fees on June 30, In response, the ViaSat representative informed *** *** that the early termination fees were valid*** *** contacted ViaSat via online chat the same day regarding the early termination fees, but ended the interaction shortly after
ViaSat received a call from *** *** on July 12, requesting a refund for the early termination fees; however, she ended the interaction before the ViaSat representative could fully review her accountThe same day, ViaSat’s *** *** *** (***) received an escalation regarding *** ***’ point of sale concernsAs a result, it was determined that *** ***’ early termination fees would be refunded, as well as her first month of serviceA *** representative attempted to reach out to *** *** the same day, but there was no answer and a message was left
As resolution to this complaint, ViaSat has issued a refund of $for the early termination fees and monthly service fee as of July 24, *** *** should be advised that it may take three to five (3-5) business days for her to see this amount deposited into her account
Thank you for the opportunity to respond