ViaSat, Inc.

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,
*** ***

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.?

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 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

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 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*** 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 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

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

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 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

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 response to ViaSat's attentionAs stated in the previous response ViaSat has only agreed to issue one refund of $back to the payment methodThis refund was issued and Ms***-*** should have seen this refund within 3-business days after it was issuedNo further refunds will be issued at this timePrevious payments on this account are valid and will remain valid due to the failed payments that were processed on this accountThank 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
Sincerely,
*** ***

(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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any issues she may have experiencedThe Customer Agreement, signed by Mr*** on December 20, and available at exede.com/legal, advises that customers are required to return ViaSat’s modem and transceiver
within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat provides customers with a *** box, free return shipping label, and illustrated instructions, which is delivered to the service address on file, unless otherwise requested by the customer, within a week after disconnectionMr*** contacted ViaSat on August 17, to disconnect his accountDuring his conversation with the ViaSat representative, Mr*** was advised of the leased equipment return policyViaSat received Mr***’s leased equipment on November 01, 201; however, due to a system error, on February 24, 2017, ViaSat attempted to collect for failure to return the leased equipmentAs ViaSat was unable to collect these charges, on March 13, 2017, ViaSat sent Mr***’s ViaSat account to our outside collections agency Mr***’s account was removed from collections on March 20, 2017.? ViaSat did not report Mr***’s account to any credit agenciesWe apologize for any misunderstanding or frustration Mr*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.Our records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the following points at the time of sale
We apologize if these points were not communicated to Mr*** at the point of sale.Our records show Mr*** 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.The Customer Agreement provided to each new customer, and signed by MsKatrina *** on March 28, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 29, 2018, Mr*** contacted Viasat in regards to his welcome email, which all new customers receive after service is installedHe stated that the email advised him that his service plan price would increase to $after the first three months of service, when he had been advised by his Viasat authorized dealer that the service plan price would be $before taxes and fees with no increasesWe apologize for any misinformation Mr*** might have received, and for any inconvenience it may have caused himThe Viasat representative assisted Mr*** by offering him a credit of $for the next six months, or a waiver of early termination fees should he choose to disconnectMr*** stated that he would contact later with his decision.On March 30, 2018, Mr*** contacted Viasat to request a disconnection of his services due to the misinformation he receivedThe account was successfully disconnected the same day and a request was placed for the waiver of early termination fees, which was successfully processed on March 31, 2018.? At this time, Viasat feels that all appropriate actions have been takenMr*** 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 UPS 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.If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at ***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 The Customer Agreement signed by Mr*** on December 19, states that all monthly fees are payable in advance.? Customers are also made aware of this at the
time of the sale.? Regarding the charge to Mr***’s credit card, ViaSat collected an advanced payment for the first month of service on December 20, Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale.? Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on December 19, 2016, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage.? Mr*** contacted ViaSat on December 26, and disconnected the services as they were not meeting his needs or expectationsMr*** was advised that he will need to send back the equipment in order to avoid any future chargesFailure to send back the equipment will lead to a $charge for each non-returned piece not including taxesMr*** will want to use the prepaid shipping label and box that he will receive within 7-business days to send back the equipment listed in the diagram and instructionsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountViaSat will not refund the first months payment as the services were used Thank you for allowing ViaSat the opportunity to respond Tell us why here

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

Initial Business Response /* (1000, 5, 2015/08/27) */
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 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 Ms*** on July 21, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionPer the signed customer agreement ViaSat is authorized to charge the payment method on file for the early termination feesViaSat does not have a payment plan for the early termination feesIn order to arrive at a resolution ViaSat has waived off the charge of $for the early termination feeThank you for allowing ViaSat the opportunity to respond