ViaSat, Inc.

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
We apologize that Mr*** has recently experienced speed and connectivity issues 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 equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
On December 26, a Corporate Care Representative contacted Mr*** to address his speeds concerns After a couple of speed tests it was determined that Mr*** speeds were adequate and there appeared to be no connectivity issues Mr*** account was escalated to our Network Operations center who also determined that there were no issues directly related to his account However, in order to attempt to resolve any issues Mr*** modem was replaced
The package purchased by Mr*** offers download speed of up to Mbps and upload speeds of up to Mbps At the time of sale customers are informed speeds are not guaranteed and may vary We apologize if Mr*** feels this point was not communicated to his satisfactionOn January 3, 2016, speed tests were performed on Mr*** system and it came back with mbps upload
ViaSat does not recommend certain gaming with ViaSat's serviceThere are many games that will not perform well over ViaSat's Exede networkThis is due to inherent latency and the laws of physics, because the signal has to travel 22,miles up to the satellite and 22,miles down to Earth againViaSat has identified various online games that appear to work well on our networkViaSat makes every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellitesMany online games will experience a noticeable lag or delayed effect, which is and expected with any satellite internet networkViaSat cannot guarantee that any real-time game will work on the Exede networkIn addition, Section of the Customer Agreement signed by Eric ***, the account holder, on November 02, 2012, clearly states, "The performance of some games over the Internet is very poor and some games may not work at all."
Between November and December Mr*** did not make contact with ViaSat's customer service department to discuss any issues related to latencySince his contact with ViaSat's customer service department on December 23, 2015, Mr*** has been given $in goodwill credits as a gesture of good faithIf Mr*** would like assistance with any latency issues, he will need to make contact with our customer service department during regular business hours and his issue may be escalated to the appropriate team for troubleshootingMr*** may contact ViaSat's customer service department at ###-###-#### and reference ticket number ***
If Mr*** is unsatisfied with ViaSat's attempts to resolve his issues thus far and does not wish to make contact with our customer service department, if he wishes he may disconnect his account without any early termination feesAgain, if Mr*** wishes to take this route he may contact ViaSat's customer service department at ###-###-#### and reference ticket number ***
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in
the customer agreement signed by Ms*** on January 8, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat does not offer a grace period or allow a day trial periodViaSat requires all customers to agree and sign a 24-month contract prior to the services being installedViaSat will not install the services without the signed electronic customer agreementViaSat understands that the service was not meeting Ms***’s needs or expectations so the service was disconnected on January 17, Ms*** was advised of the early termination fees prior to disconnecting the accountIn order to arrive at a resolution ViaSat will agree to waive half of the early termination fees from the account which totals $ViaSat will also refund the first payment of $which Ms*** will see within 3-business days back to her payment methodMs*** will be responsible for the other half of the early termination feesThank you for allowing ViaSat 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

Thank you for bringing Mr*** rebuttal to our attention.? As per our previous response, our records indicate that Mr*** disconnection was processed on April 13, We apologize for any inconvenience this may have caused him.? On May 12, 2016, Mr*** account was billed $567.47, $for early termination fees and $for his first month’s past due balanceSince Mr*** had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr*** accountOn May 31, 2016, that balance was written off to Viasat’s collections agenciesHowever, per our last response, Mr*** account was fully removed from collections on February 21, 2017.? Viasat did not report Mr*** account to any credit agencies.At this time, Viasat feels that all appropriate actions have been takenIf Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused Ms*** indicated that she has been experiencing connectivity issuesOur records show Ms*** last contacted ViaSat on November 1, 2015, stating that she has
intermittent connectivityViaSat’s customer care representative started troubleshooting with Ms***; however, the troubleshooting steps did not correct the issue so a service call was scheduled at that time ViaSat has not been made aware of any further connectivity issues since November 1, when Ms*** called in The Customer Agreement advises that ViaSat does not guarantee service to be uninterrupted or error-free.? Service may be interrupted from time-to-time for various reasons including but not limited to weather conditions at the customer’s home or gateway locationViaSat understands that Ms*** may still be experiencing connectivity issuesIf so, Ms*** may contact ViaSat Customer Care at ###-###-#### and we would be more than happy to assist with troubleshooting by phoneIf ViaSat’s customer care representative is unable to correct the issue by phone ViaSat can send a technician to the home and will waive the $service call charge.? Should Ms*** wish to disconnect ViaSat will agree to waive half of the early termination feesThank you for allowing ViaSat the opportunity to respond Tell us why here

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 *** ***’ 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

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 with ViaSat
At the point of sale, customers are advised that the service speeds may vary and are not guaranteedThis
point is also addressed in the Customer Agreement, signed by *** *** authorized signer, on April 16, 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 activityNetwork congestion is caused when there is a high number of subscribers using the network at the same time
Our review of Ms***'s account shows that she contacted ViaSat on November 24, because her connection kept droppingDuring this conversation, the ViaSat representative advised Ms*** of network congestion in her area that was impacting her services, but offered troubleshooting assistance to determine if she could be provided with reliefMs*** was not home to troubleshootThe ViaSat representative advised Ms*** to perform a speed test when she was home
ViaSat received another call from Ms*** on November 27, regarding the speed of her serviceDuring this conversation, the ViaSat representative guided Ms*** through troubleshooting, including several speed tests on her computerThe ViaSat representative also performed several internal speed tests on Ms***'s modemThe internal speed tests showed that Ms*** was receiving speeds above the advertised range; however, the speeds on Ms***'s computer averaged from within to below advertised rangeAt this time, it was explained to Ms*** that speeds below advertised was common for someone in a congested area, and offered her a free month of service for the inconvenienceMs*** accepted this credit
Ms*** called ViaSat again on November 28, because she was unable to connect and was experiencing slow speedsThe ViaSat representative advised her that she was being impacted by network congestion, but attempted to troubleshoot with herAs Ms*** declined to remove her router from the modem, the ViaSat representative was unable to go through all necessary troubleshooting stepsThe ViaSat representative offered Ms*** a free service call, but this was also declined
As resolution to this complaint, ViaSat is willing to offer Ms*** a free service call so a technician can go out to her home and ensure there is nothing wrong with her installationIf Ms*** would like to take advantage of this free service call offer, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: Unwilling to troubleshoot?? REALLY!?!? I have called TIMES! I troubleshooted the first times with no complaint! Then the other times THAT SAME DAY I told the rep I had already done that! I have even tried calling from SOMEWHERE ELSE to resolve this issue (as stated above), but your reps were unwilling to assist me if I weren't home - thus the disconnect EVERY TIME problem! If anyone is "UNWILLING TO TROUBLESHOOT" it is EXEDE! They have been unwilling to resolve the issue and have allowed a CUSTOMER to call back times for the SAME issue with no resolution while they themselves make the EXACT SAME MISTAKE EVERY TIME and disconnect the cal by resetting the modeml!!Again, I find it HILARIOUS that you continue to blame our speed issue on the Liberty PassDo your research! RIGHT NOW, WE ARE NOT IN LIBERTY PASS AND YET ARE RUNNING AT MBPS!!!! FAR, FAR LESS than the advertised 12! I realize that it is "up to 12", and could justify a difference if we were running 8-MPBS, but 3!!! REALLY!?!? Additionally, AS STATED PREVIOUSLY, We did not use to have this issueFor OVER A YEAR we were running between - MBPS, then the last few months and you want to try to pretend there ISN'T A PROBLEM!?Wow, just wowI have no other words!
Sincerely,
*** ***

ViaSat is unwilling to waive any fees associated with the early termination of Mr*** account unless documentation can be provided showing no pole mount is allowed at his locationIn his calls to ViaSat Mr*** states that he was unwilling to have a pole mount due to his belief that it causes service liability issuesPlease have Mr*** provide appropriate documentationThank you

Thank you for bringing Mr***’ complaint to our attention.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy.? Each of these points is further addressed in Viasat’s Customer Agreement signed by Mr
*** *** on March 24, and also available at exede.com/legalWe apologize if this was not made clear to Mr***.? The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.The Customer Agreement advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.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 show Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.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.On April 1, 2018, Mr*** contacted Viasat in regards to receiving slow speeds with his internet serviceHe stated he had been experiencing the troubles since the first day of the serviceA Viasat representative assisted him in troubleshooting his equipment, but ultimately determined Mr*** needed assistance from a technical support representativeThe technical support representative assisted Mr*** by testing his equipment further and by contacting Viasat’s Service Assurance Center (SAC), who determined that Mr*** needed a service call to inspect his equipment for faultsThe service call was created the same day, and completed on April 7, 2018.? On April 10, 2018, Mr*** contacted Viasat in order to request a disconnection of his servicesWhen Mr*** was advised of his early termination fees, he stated that he had been informed he was subject to a 30-day trial, which Viasat does not offerA Viasat representative requested that Mr*** wait a few days for a review to be completed, and Mr*** agreedNo action was taken on Mr***’ account that dayUnfortunately, the review was not requestedWe apologize for any inconvenience this may have caused Mr*** to experience.? On April 12, 2018, Mr*** contacted Viasat in order to request a disconnection of his servicesHe requested a review of his account be completed by the corporate office, which was requested that same dayNo action was taken on Mr***’ account that day.? In light of this complaint, Viasat has reviewed Mr***’ account as of April 16, Our systems reveal that Mr***’ modem has been offline for approximately weeksUnfortunately, Viasat cannot test speeds on a modem that is not connected, and so cannot speak to the current nature of Mr***’ service.? In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive the full balance of Mr***’ early termination fees should he choose to disconnectIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-866-463-in reference to ticket no***.Mr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A ***? box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.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, Along with the info below.I also received an email from Exede Brad Social Media? Specialist Case # ***, stating he would waive 1/of the early termination fee'sI attached a screen shot of the emailI expect this offer is also honored.I have received a credit of $to my bank account todayThank you!Sincerely, *** *** *

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on December 16, to discuss the issues she was experiencing with her ViaSat servicesDuring
this conversation ViaSat's representative determined that a modem replacement would be required and subsequently a new one was sent to Ms***
On December 22, Ms*** contacted ViaSat's customer service department again to discuss the issues she was experiencing with her ViaSat servicesAs Ms*** had yet to receive the new modem the ViaSat representative issued a service call on Ms***'s behalf to assist Ms*** further with her connectivity issues
Again on December 28, Ms*** contacted ViaSat's customer service department to discuss the previous service call and request for a new one as she was still experiencing issuesMs*** stated that a service call was completed on December 24th and her modem was replaced, but she was still experiencing the same issues after completion of the service call
Finally, on January 3, Ms*** called again to discuss her service issuesAt this time Ms***'s modem and power supply had been replaced, but she was still experiencing issuesDue to this information ViaSat issued another service call which is scheduled for January 6,
As ViaSat does show usage during the time Ms*** states she is unable to access her system due to connectivity issues, ViaSat does not agree to disconnect the account with waiver of the applicable early termination feesViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxesViaSat has also issued a refund for the $collected on December 28, The refund was issued to the payment method on file and should be received within three to five business daysShould Ms*** not receive this refund and/or wish to disconnect her account, please have her contact ViaSat's customer service department at *** and reference ticket ***
Thank you for the opportunity to respond

Thank you for bringing *** ***’s rebuttal to our attention
Review of the account shows that ViaSat successfully updated *** ***’s account on October 5, 2017, the same day *** *** issued her rebuttalIt may take up to 24-hours for account changes such as a name update or correction to roll out into all systems
Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Our records show Ms*** contacted ViaSat on January 29, to inquire about service During this conversation, Ms*** advised she’d received a flyer in
the mail advertising for service at $a monthThe sales representative confirmed that ViaSat’s Essential 10GB service plan was available to her at this price, and proceeded to advise her of the service plan pricingWhen asked, Ms*** confirmed that she did intend to utilize the service for NetflixDue to a technical issue, only part of the sales call was recorded; therefore, we cannot confirm what was said to Ms*** after the recording was paused so her payment information could be obtainedMs***’s services were installed on February 1,
The Essential 10GB service plan offers download speeds up to 12Mbps, upload speeds up to 3Mbps, and a 10GB monthly data allowance at $a month, plus applicable taxes and a $monthly equipment lease feePursuant 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 Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms*** on February 1, (also available at exede.com/legal)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 filesCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Early Bird Free Zone from 3:AM to 8:AM, local time, during which unmetered service is provided at no extra cost
Ms*** called ViaSat on February 3, because she has used almost 100% of her dataDuring this conversation, the ViaSat representative reviewed the Data Allowance Policy with Ms*** and provided her with information on the other service plans available to herWhen Ms*** mentioned being quoted a price of $for ViaSat’s highest ??"tiered service plan, Liberty 30GB, the ViaSat representative advised that the service plan was actually $a month
Per her request, Ms*** was transferred to a supervisor, who reviewed the service plan details with her once again before transitioning the account to the Liberty 12GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe supervisor also provided Ms*** with a monthly discount of $off her bill per month for months, and advised that if she chose to move forward with the termination of her account, ViaSat would be willing to waive up to half of the early termination fees
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 term
ViaSat is unable to provide Ms*** with the Liberty 30GB plan at $for the lifetime of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to provide Ms*** with one of two options:
(1) The Liberty 30GB service plan at the $price for six months, after which it will revert to the advertised price of $a month
(2) A waiver of her early termination fees if she disconnects prior to March 4,
If Ms*** chooses the first option, she will no longer be eligible to have her early termination fees waived
Ms*** may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### with her decisionShe may reference ticket no*** when she calls in to speak with an agent
We apologize for any frustration Ms*** may have experiencedThank 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 At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on July 21, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfaction ViaSat did receive a chargeback of $from Mr*** which means that Mr***’s financial institution refunded him those charges and issued them back to ViaSatViaSat moved forward with forwarding these charges onto a collection agency as they were valid charges In order to arrive at a resolution ViaSat has removed the account from collections and credited off the $from the accountThe charge of $for early termination fees are valid and will not be issued back as a refund per the signed customer agreementMr*** will want to make sure the two pieces of required equipment are sent back so no further charges take place to the accountThank you for allowing ViaSat the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.)
This is unacceptable and further demonstrates the poor customer service of Viasat I am unable to have satellite installed on pole mount due to landlord's stipulations and no early termination fee should occur Furthermore, after reading numerous other complaints on this website, no additional equipment fees should occur Box will be mailed with equipment once it is received In numerous oh her complaints, Viasat charges customers even though box has been shipped back

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:? First of all, I never signed any agreement.? An agreement was emailed to us with an electronic signature, but we never signed a thing.? Second, when the service was first ordered with "***" - not once was it ever stated that there was a month contract.? *** also stated that they needed a credit card to "hold" in the file, but they would not charge it without authorization.? *** also never mentioned the billing was one month in advance, so by July 1st, less than days of ordering service, we already received a "past due" email.? Also on July 1st, Exede attempted to charge my credit card for the first month, which was UNAUTHORIZED.? We called several times to voice our concerns with everything that was either not told to us and also the fact that the internet was slower than dial up.When I called the cancel the service on July 6th, I told them to cease and desist from charging my credit card.? On July 7th, they charged my credit card, once again unauthorized.? I called my bank to report the fraud and also blocked Exede from taking out anymore money.The internet was never at the speed promised.? On their end, of course it was, but when we ran our own test at the same time that the technician "***" was at the house, the download speed was and upload was 1.76.? I am attaching the snapshots of each time we checked the speed.? The technician "***" also stated personally to us while he was checking the speed that there was in fact an issue, but not on our end.? If this matter needs to be litigated, *** will be subpoenaed to testify under oath.The company is a fraud and scam.? If you pull up any review online, every single customer has the same complaints.? We had the service for less than one week.? We will not pay any termination fees and if this matter isn't resolved, we will have no other choice but to file legal actions and also report them with the FCC.? These are unacceptable practices, this company scams people into signing them up and stealing their money
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,
*** ***