ViaSat, Inc.

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

I am not sure what part of this ViaSat is not understandingI did not have any tenants in the home with that nameNo one that I know of for the past years has lived in that addressI just moved in there*** *** was only making speculation when they said that Viasat charged my account for the previous tenantNot only did they charge me for the months listed the also charged me for JuneI am turning them also over the FCC as I spoke with them yesterday and they advised since they are a internet? company they also are? under the guidelines of the telecommunication guidelinesThe additional charge of $was incurred in June and there are two over draft charges that I incurred as a result of them trying to charge my accountThey need to accept responsibility for their mistake and refund my moneyIt is super convenient that they removed my payment that they continuously charged now that it is time for them to refund my moneyThey are liars, and scammers
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***?

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on August 27, and available at exede.com/legal, advises that customers are responsible for returning
ViaSat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a *** box, free return shipping label, and illustrated instructions within a week after disconnection
Our records show Ms*** called ViaSat on November 25, to disconnect her account because she was movingDuring this conversation, Ms*** was offered the opportunity to move ViaSat’s service to her new location, but she declinedAfter the ViaSat representative informed Ms*** of the disconnection disclosures, Ms*** advised that she would call back on December 8, to disconnect serviceViaSat received a second call the same day from Ms*** inquiring if ViaSat could ship the *** box to her prior to the disconnection of service, at which time a request was escalatedMs*** should have been informed that ViaSat cannot ship out an equipment return kit prior to disconnection
ViaSat collected a payment of $from her on November 28, for her monthly service feesAs ViaSat did not receive a call back from Ms*** on December 8, 2016, her account remained active
On December 20, 2016, ViaSat received notification that Ms*** had returned her equipment via a third-party shipping companyHowever, returning the equipment does not automatically disconnect an account; therefore, on December 28, 2016, ViaSat collected another payment of $in monthly service fees from Ms***
Ms*** called ViaSat on January 10, regarding the charge to her account, at which time she was advised that her account was still active as she had not called back to disconnectThe ViaSat representative informed Ms*** of the disconnection procedurePer Ms***’s request, her call was transferred to a ViaSat supervisor for further assistance
During her conversation with the ViaSat supervisor, Ms*** requested a refund for the December 28, chargeThe ViaSat supervisor informed Ms*** that they would escalate the request, but that it was not guaranteed to be approved
On January 11, 2017, a refund of $was issued to Ms***’s payment method
Ms*** called ViaSat on January 17, because she’d received notice that she owed a balance of $It was explained to Ms*** that the balance due was because of the refundMs*** did not owe this amount to ViaSatAt this time, she requested that her payment method be removed from her accountThis was successfully processed on January 20,
Due to an error, on February 28, 2017, Ms*** was charged $in unreturned equipment feesAs no payment method was on file, no amount was collectedMs*** called ViaSat on March 1, regarding the balance due, at which time she was advised that an internal escalation would be created so her equipment could be located
In response to this complaint, ViaSat has reviewed Ms***’s account and determined that her equipment has been returnedAs of March 2, 2017, the balance due of $has been waived from the account
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Ms*** *** ViaSat services were established on January 13, and she contacted ViaSat on January 18, to request the
disconnection of her servicesDuring the disconnection call, Ms*** *** informed ViaSat’s representative that she wished to terminate the services as she believed they were not working properlyMs*** *** did not allow the ViaSat representative to troubleshoot her services and subsequently disconnected the accountDuring the disconnection Ms*** *** was advised of the disconnection disclosures including; early termination fees of approximately $and the lease equipment recovery process On January 26, Ms*** *** called into ViaSat’s customer service department to discuss the payment collected of $and the early termination fees that would be applied to her next billDuring her conversation, Ms*** *** was educated that the payment of $was valid for the monthly services and that ViaSat does not refund for unused servicesAdditionally, Ms*** *** was educated that the early termination fees stood as she did not allow ViaSat to address any connectivity issues she might be experiencingMs*** *** disconnected the call upon receipt of the information provided by the ViaSat representative On February 16, 2016, ViaSat attempted to collect $in early termination feesHowever, ViaSat was unsuccessful in collection as the payment failedGiven that Ms*** *** did not allow ViaSat to attempt to resolve any issues prior to the disconnection of her account, ViaSat is unwilling to refund Ms*** *** the $collected on January 16, for the monthly servicesHowever, ViaSat will agree to waive half of the early termination fees we attempted to collect on February 16, Ms*** *** will be responsible for making a payment of $The waiver of the remaining amount has been placed onto her accountIf Ms*** *** fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agencyViaSat believes this is a fair resolution given that Ms*** *** did not allow ViaSat the opportunity to address any connectivity issues and per the Customer Agreement signed by Ms*** *** on January 12, Thank you for the opportunity to respond

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused.The Customer Agreement signed by *** *** on January 20, states that monthly service and lease fees are payable in advance.? Customers
are also made aware of this at the time of the sale.? An account cannot be established without the customer’s electronic signature.? =Pursuant to Section Payment Authorization of the Customer Agreement available exede.com/legal, you authorize ViaSat to charge your credit card or debit card (“Card Payment”), or initiate an electronic funds out of your bank account (“EFT Payment”) for payment of all, or any portion of your Service fees, the Termination Fee (and/or any other applicable termination fees) and any other amounts payable under this Agreement, until such amounts are paid in full, unless you live in a state where ViaSat required applicable law to accept another method of payment or ViaSat has agreed to accept another method of payment from youSince installation, ViaSat has collected $(January), $(February), $(March), $(April), and $(May) for her monthly service charges*** *** is currently receiving the Freedom service plan for $per month plus applicable taxes and $lease feeThis service plan provides with GB of monthly data allowance with download speeds of Mbps and upload speeds of MbpsPreviously, *** *** was receiving a $credit off her monthly services for the first three months of servicesIn April, this credit expired and no further credits were applied to *** ***’s accountViaSat first received contact from *** *** on May 245, 2017, at which time she was requesting information regarding the billing of her ViaSat servicesDuring this conversation, per her request, the ViaSat removed her payment method from her account and advised her to call into ViaSat’s 24-hour Customer Service monthly to make the onetime payment.As the monthly charges were valid, and *** *** has not made contact with ViaSat regarding any issues she might have been experiencing with her services, ViaSat does not agree to refund any charges collected for services rendered since installation on January 20, As a gesture of good faith, ViaSat will agree to apply a goodwill credit of $for one month of serviceThis credit will apply towards *** ***’s June monthly service chargesIf *** *** has any additional questions or concerns, please have her contact ViaSat’s 24-hour Customer Service 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*** 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 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

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

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any confusion he may have experienced
Our records show the account in question was created on April 16, and installed on April 17, Regarding the account set up, it is ViaSat’s policy to only set up an
account in the person’s name who is requesting serviceA credit check is performed on the customer requesting serviceViaSat had no knowledge that it was not Mr*** requesting serviceWe apologize for any frustration or confusion he may have experienced in regards to this issue
A call from Mr*** was received on June 2, regarding the account, at which time he advised that the contact email address on file was incorrectAs Mr*** was unable to verify that he was authorized to make changes to the account, the ViaSat representative could not move forward with updating the email address and he was asked to call back once he could verify the account
On June 11, 2015, the account was suspended for nonpayment from a failed monthly service fee of $ViaSat attempted to collect on May 20, ViaSat attempted to collect this amount two more times before the account was disconnected for nonpayment on August 11,
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 The Customer Agreement also advises that subscribers are required to return ViaSat’s modem and transceiver within days after the account disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection
Our records show Mr***’s electronic signature on the Customer Agreement dated April 17,
On August 20, 2015, ViaSat charged Mr*** $for his early termination fees ($299.03), plus the existing balance due ($60.75)This payment failedOn September 20, 2015, ViaSat charged Mr*** $in unreturned equipment feesThis payment also failed, and the balance was added to the existing amount due, creating a total of $This balance due was sent to outside collections on October 5,
ViaSat received a call from Mr*** on February 18, regarding the collections balance, at which time he advised that he had not created the accountThe ViaSat representative attempted to explain ViaSat’s Fraud/Identity Theft process to Mr***; however, Mr*** ended the call before the representative could provide the information
As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waivedThis request has been escalated as of February 22, Mr*** should be advised that it may take 7-business days for the request to be processed
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.? 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, signed by Mr*** *** on December 9, 2017, that speeds may vary and are not guaranteed.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Bronze Mbps 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.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer 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 Mr*** first called about slow service speeds on March 20, A Viasat representative advised Mr*** that at the time, he had used approximately GB of his unlimited data, and due to network congestion, could experience slow speedsThe representative also advised Mr*** of the details of his data usage.? On April 23, 2018, Mr*** contacted Viasat regarding experiencing slow speedsThe Viasat representative assisting Mr*** advised him that he was experiencing network congestion, and offered Mr*** a recurring discount of $off for the next monthsMr*** accepted the offer, and the discount was applied to his next bill.? On June 24, 2018, Mr*** contacted Viasat to request a disconnection of his Viasat servicesA Viasat representative offered to troubleshoot Mr*** services, which Mr*** acceptedIt was determined that a service call was necessary, which Mr*** declinedMr*** chose to proceed with his disconnection, and requested that it take place on July 11, The Viasat representative read disconnection disclosures, including information about early termination fees, and submitted the request.In resolution to this complaint, Viasat would like to offer Mr*** a free service call in order to determine the cause of any possible issuesAs Mr*** has not yet granted Viasat the opportunity to resolve any issues with his service as required per the Customer Agreement, Viasat does not at this time agree to waive Mr*** early termination feesIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department 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 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 June 18, and available at ***We apologize if Mr*** feels these points were not communicated to his satisfactionViaSat understands that Mr*** had the account disconnected so in order to arrive at a resolution ViaSat has issued a refund of $back to the payment method today August 29, Mr*** will need to allow 3-business days for the refund to show upMr*** will also want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 4, 2015/12/09) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration the billing of his ViaSat services may have caused
Mr*** contacted ViaSat's customer service department on October 10,
to discuss the billing of his ViaSat servicesDuring his conversation with ViaSat's representative, Mr*** was educated that the $off for months had been applied to his accountMr*** stated that he would file a Revdex.com complaint as he believed this was not being added properly to his accountAgain, Mr*** was advised that the credits were being applied correctly and no further action was requiredMr*** has not contacted ViaSat's customer service department since this date
As informed to Ms*** previously by our customer service representative, the $off for months has been applied to his accountThese credits applied to his October, November, and December billsViaSat has attached a bill for Mr***'s reviewGiven this information, ViaSat believes that this complaint has been resolved
Thank you for the opportunity to respond!
Initial Consumer Rebuttal /* (3000, 6, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not except the response of customer service, because it doesn't matter how it looks on there billing the simple fact is they lied and if they can't fix the problem they should release me from the contract, if someone would have explained how they would have hidden the discount in the billing I wouldn't have got the service
Final Business Response /* (4000, 12, 2015/12/15) */
Mr*** will not receive a credit this bank account as the $credits apply towards the monthly billHis monthly bills have been decreased by $for the last three monthsViaSat does not owe Mr*** any fees collectedThank You!
Final Consumer Response /* (4200, 14, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be uploading what I have been charged

Initial Business Response /* (1000, 5, 2015/11/03) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum
service term commitment, and early termination feesEach of these points is also addressed on the first page of the Customer Agreement signed by Mr*** on October 26, and available at exede.com/legal The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signature We apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** contacted ViaSat on October 27, to advise that he'd been told by the installer that there was no contract associated with the serviceDuring this conversation, Mr*** asked if there was a way to get out of the 24-month minimum service term, at which time he was reminded of his signed Customer AgreementViaSat received a second call from Mr*** on October 29, regarding the 24-month minimum termAt this time, the ViaSat representative educated Mr*** on the electronic signature process and the applicable early termination fees
In consideration of Mr***' short term as a ViaSat subscriber, ViaSat is willing to waive his early termination fees in full if he disconnects prior to November 28, Mr*** *** be responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions
If Mr*** would like to disconnect his account, he 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
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It is a fair resolve after such an unfortunate circumstance

Thank you for bringing Mr*** response to ViaSat’s attentionWe apologize that Mr*** has not received the follphone callViaSat is going to folldirectly with the agent that is handling this issue and make sure they reach out directly to Mr*** ASAPViaSat will have their Exede Experts follwith Mr*** as wellViaSat does record all calls for quality assurance purposes but unfortunately these are not available for Mr*** viewing Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr*** *** on January 7, 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.Our records show Mr*** purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Mr*** was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to promotional pricing, Mr*** was receiving a $credit for the first three months of his service planThus, his first bill that generated on January 8, was in the amount of $63.29.? Viasat received no contact from Mr*** until January 25, 2018, when he requested a disconnection of his Viasat servicesMr*** stated that the representative that sold him the service misrepresented the cost and the contractMr*** requested to future date his disconnect for February 7, 2018, which was successfully requested.? Mr*** contacted Viasat on January 31, to again request the disconnection of his servicesThe Viasat representative assisted him in requesting the disconnection the same day and the disconnection was successfully processed.? On February 8, 2018, Mr*** account was charged in the amount of $for early termination feesMr*** contacted Viasat on February 12, to dispute the charge, and stated that the retailer he had bought service from had been dishonest about pricingWe apologize for any inconvenience this may have caused Mr***.In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees charged to Mr*** due to the misinformation that he receivedThis refund will be in the amount of $172.23, and Mr*** should see the refund within the next three to five business days.? If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

Initial Business Response /* (1000, 5, 2015/12/11) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Mr*** contacted our customer service department on September 2, concerning his email
issuesAt that time ViaSat was in the middle of migrating emails which could have caused the issue that Mr*** was experiencingOn September 2, ViaSat shows that Mr*** did confirm that he was able to login and see his emails at that time; however, Mr*** soon called back experiencing the same issueViaSat did speak with Mr*** on December 10, and advised that nothing was escalated to our Synacor team that handles these issues so while on the phone our agent did escalate the issue to Synacor and advised MrBuldoc that we should have a response within 24-business hoursViaSat has also escalated this case internally and Mr*** should have an answer with 24-business hoursThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 4, 2015/11/17) */
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 via online chat on August 20, regarding an issue with the speed
of her serviceDuring the conversation with the ViaSat representative, Ms*** was advised that her modem software was not up to date, and asked to call into ViaSat's 24-hour Customer Service Department to have it upgraded to the most recent versionOur records do not show that Ms*** ever called in to have her modem software upgraded
Ms*** called ViaSat again on August 27, regarding the installer drilling holes through her roof and ceiling, stating that the installer had advised he'd return to fix it and never hadWhen Ms*** advised that she was supposed to have a service call in place for the issue, the ViaSat representative could not find record of Ms*** calling in to order oneAs Ms*** was going out of town, the ViaSat representative advised her to call in when she was back on site so a service call could be ordered and scheduled
ViaSat received another call from Ms*** on September 8, because she'd been experiencing connectivity issues since her installationMs*** advised the ViaSat representative that she was supposed to be given a credit for her downtime, but the representative could not find record of this; however, our records show the ViaSat representative provided Ms*** with a $credit, ordered a free service call for her, and escalated her roof damage claim internally for review
On September 15, 2015, ViaSat's technician went out to Ms***'s home to take pictures of the damage and speak to her landlordAt this time, it was determined that Ms***'s roof would need to be repaired before her service call could be fulfilledMs*** called ViaSat later that day to advise that her landlord had taken care of the roof, and to disconnect her accountDuring this conversation, the ViaSat representative offered Ms*** a free month of service if she would retain ViaSat's serviceMs*** accepted the offer Unfortunately, our records show Ms***'s credit for a free month of service was cancelledWe apologize for any inconvenience this may have caused her to experience
ViaSat received another call from Ms*** on September 16, regarding her connectivity issues, at which time a second service call was ordered and scheduled for the afternoon of September 22, Subsequently, Ms***'s previous service call was cancelled as a duplicate order
ViaSat's technician attempted to contact Ms*** four times on the date of her appointment (September 22, 2015), but was unable to reach her due to the phone number on her work order being disconnectedMs*** called ViaSat the same day because the technician did not show upAt this time, Ms*** was incorrectly advised that no service call was scheduled for that time, but that one had previously been cancelledWe apologize for any frustration this misinformation *** have caused Ms*** to experienceOur records show the service call in question was not cancelled until September 29, 2015, when ViaSat's Home Service Provider closed out the work order because they'd been unable to get in touch with Ms***
On October 1, 2015, Ms*** called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and the early termination fees
The Customer Agreement provided to each new subscriber, signed by Ms*** on August 10, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
On October 12, 2015, ViaSat charged Ms*** $in early termination fees, but the payment failedOn October 23, 2015, a refund check for $was sent to Ms***
Ms*** called ViaSat on October 30, regarding her damage claim, at which point another escalation was issuedAs of November 4, 2015, ViaSat's Home Service Provider has attempted to reach out to Ms*** with no success
In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from Ms***'s account as of November 17, ViaSat has also internally escalated Ms***'s damage claim to its Installer Relations Department for review and resolution
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond

*** *** I do not accept this as the internet went out hrs after they worked on it and when I called they stated that it was a outage...well the outage must be on again as I have no internet...I was lucky it worked for hours this timeI have not been able to call as I have had doctors appointments and when I tried to call was on hold for a long period of timeMy? question would be why did not the tech working on this equipment do a modem upgrade? It seems that that they can not or will not solve this problemThey like to read a statement about charging you to fix the problem...maybe someone should inform them that is a contract and there is such a thing as breach of contract

Complaint: ***
I am rejecting this response because:? For give me for taking perhaps more than days to respond, however it was a holiday weekend and the internet required to respond was either unresponsive or out all togetherI dispute the amount of times the company stated I had called to complain for it was many more times than listed.Also I vented fully in a survey and received no feed back at allThis company is as unresponsive as their internet.? I dispute the "upgrade" time overnightIt ends very much earlier than the time listed AND the turn over at am and 6am usually knocks us off line completely and I have to use my tech skills to attempt to reestablishNo I do not call them anymore for I know I am a beaten consumer with no other choice
Sincerely,
*** ***