ViaSat, Inc.

Thank you for bringing Ms*** complaint to our attention Ms*** was receiving Viasat’s Unlimited Data Bronze Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Ms*** ordered service during a
promotional period, she was receiving a discount of $off her bill per month for the first three months, and the EasyCare program at no charge for the same length of time 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 the electronic signature of Ms*** ***, an authorized signer, on the Customer Agreement dated November 22, 2016. The Customer Agreement commits customers 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 Pursuant to the Customer Agreement, and available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The Customer Agreement states that Viasat does not accept notice of termination via email Our records show that Ms*** contacted Viasat on March 6, regarding multiple issues with her accountMs*** stated that the name on her account was incorrect, she had no connectivity and she wanted to go over her billThe Viasat representative explained her bill to her and offered to do trouble shooting with Ms*** but she was not at home at the timeThe Viasat representative submitted a request to have the name corrected from *** *** to *** *** which was processed on March 8, Ms*** contacted Viasat on March 8, due to connectivity issuesThe Viasat representative performed trouble shooting and was able to connect Ms*** to the internetMs*** mentioned the name being corrected on the account again from *** *** to *** ***The Viasat representative advised Ms*** that name correction request had already been submitted Ms*** contacted Viasat via chat on April 2, due to not being able to use her wifiMs*** stated that they could not connect to their laptops and her children were not able to play their PSgamesThe Viasat representative advised Ms*** to do a power cycle on the modem and if that didn’t fix the issue she was advised to call back and request to speak to our Tech support team as troubleshooting cannot be performed over chat Ms*** contacted Viasat via chat on April 24, due to slow speedsThe Viasat representative advised Ms*** to do a power cycle on the modem and if that didn’t fix the issue she was advised to call in and request to speak to our Tech support team Ms*** contacted Viasat on April 25, to request a disconnection of her serviceThe Viasat representative read her the necessary disclosures after which the call was droppedThe Viasat representative tried calling Ms*** back to which there was no answerMs*** contacted Viasat via chat regarding the disconnection request due to connectivity issuesThe disconnection was not processed due to the chat timing out and disconnections are only accepted via phoneMs*** was disputing her early termination feesMs*** contacted Viasat again and had the disconnection processed Viasat feels that all appropriate information has been given to Ms*** and that all correct actions have been taken regarding her issues, and due to the fact that there was no troubleshooting actually ever completed, and that the corrective actions were taken with the name, Viasat does not agree to waive her early termination fees If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2016/01/05) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on December 1, to request
information regarding the process for moving his servicesDuring his conversation with ViaSat's representative Mr*** was educated on the move process and advised to call in when ready to have the move processed
On December 15, Mr*** did contact ViaSat's customer service department again to discuss the move process and request a one-time moveHowever, due to an agent error the move order request was not properly input into our system Mr*** was not made aware of this error and ultimately made contact again with our customer service department on December 30, to confirm the order was placed correctly with work order id number XXXXXXXX
On December 31, Mr***'s dealer did may contact to confirm the information surrounding the installation order and was advised that it was placed correctlyOn January 4, a call was made to Mr*** to confirm the installation date and time of January 5, mid-day
ViaSat apologizes for any confusion surrounding the process for moving his servicesDue to this error, ViaSat has issued a refund for the payment collected on December 16, for $This refund should be received within three to five business daysIf he does not receive this, please adviseAdditionally, once Mr***'s services are installed ViaSat will apply credits to his account for two months' worth of service chargesPlease have Mr*** contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Once again, we apologize for any confusion surrounding this situation and thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After calling in four times in a single day I was finally given a work order number, however it was my original work order from initial service connectionWhen I called back in on the 31st of December I explained to the representative the trouble I was having and they transferred me directly to the move and reconnect team where I was finally able to get my service transfer put in and was given a work order number that I promptly verified with the installer directly
ViaSat has said that will issue a full refund for the services I paid for and has offered two months of my new services as credit, which I will accept as a good faith gesture from the company that they value my patronage and want to keep me as a customer

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat offers a one-time move that comes free of charge with a new year agreementViaSat understands that Mr*** had the Exede service installed on a trailer
while his home was rebuiltAt the time of installation Mr*** used a local dealer to have the service installed ViaSat received a call from Mr*** in November of stating he needed the services moved to his rebuilt homeAt that time Mr*** was referred back to the local dealer that performed his initial installationViaSat understands that Mr*** has had issues getting a hold of the local dealer and we apologize for thatIn order to arrive at a resolution ViaSat has issued Mr*** a total refund of $back to his payment method for the months that he has paid for and has not had service and he will see this refund within 3-business daysViaSat will also have one of their Corporate Care agents call Mr*** today May 4, to have the account moved to the home Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Mr*** contacted ViaSat on July 28, regarding the move of his services due to moving locationsDuring this conversation, Mr*** stated
that he will call back if he decides to move as he didn’t realize he could pay the Early Termination Fee’s instead of moving the servicesAs Mr*** decided to not move or disconnect his services, his account remained active under the Vacation planOn November 30, 2016, Mr***’s ViaSat account was removed from the Vacation plan as it had been on the plan for six months and transitioned to the Essential plan. At the time an account is place onto the Vacation plan, a customer is advised that if they do not contact ViaSat prior to the six month mark, their account will be placed on to their previous plan or closest plan to their previous plan if it is not available ViaSat did not receive contact from Mr*** again until January 12, During this conversation, Mr*** advised that he would like to have his account disconnected and believed that he had requested the disconnection at an early timeThe ViaSat representative advised Mr*** that we had not received a disconnection request prior to this conversation, but would move forward with his request of the disconnection In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund Mr*** the charges of $collected on December 28, The refund of $will be issued to the payment method on file and should be received within three to five business days from today, January 17, If Mr*** has any additional questions or concerns, please have him contact ViaSat’s 24-hour Customer Service at ***Thank you for the opportunity to respond.

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

Complaint: ***
I am rejecting this response because: I cannot believe this is a just and honorable decision under these circumstances and will be researching and exploring other options for now Thank you for your help.
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused 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 March 8, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionBetween March 12, and March 23, 2016, Mr*** contacted ViaSat six times regarding the connectivity of his ViaSat accountEach time, Mr*** was advised that upon powercycling his system and removing the router from the equation, his service began working correctly Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite. “Ping” times will vary, but ViaSat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive. For the vast majority of uses latency has no affect. Latency can have an impact on games and virtual provide networks, however. ViaSat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at allIn order to bring this complaint to resolution ViaSat will agree to disconnect Mr*** complaint as of April 20, with waiver of the early termination feesHowever, Mr*** is 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 Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to returnThank 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

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

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedIn order for our ViaSat agents to access a customer's account we need the customer calling in to verify the account
either by password ** the account or the last digits of the payment method on fileUnfortunately Mr*** does not have a password ** file and was unable to verify the last digits of the current payment method on fileViaSat asks for this to be verified for the safety of the customerAt this time ViaSat has offered Mr*** to add a new payment method to the account and then we would be able to assist Mr*** with the disconnection of the accountMr*** can call customer service at XXX-XXX-XXXX to update the payment method and to cancel the account once that is completedThank 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

Thank you for bringing Ms***’s complaint to our attention.Pursuant to the Customer Agreement, signed by Mr*** *** on March 30, and available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The
Customer Agreement states that Viasat does not accept notice of termination via email.Viasat serves as the parent company and provider of *** and Classic Exede Internet ServiceWe apologize if Ms*** may have experienced any confusion due to this fact. Our records indicate that Ms*** contacted Viasat on May 21, in order to upgrade her services from *** to ExedeThe Viasat representative who assisted her successfully completed the transition and Ms*** was scheduled for her installation date of May 23, Unfortunately due to a technician missing her scheduled appointment, Ms*** had to contact Viasat in order to reschedule for May 30, 2013, which was fulfilled. There was no further contact from Ms*** until January 17, On that day, Mr*** contacted Viasat to advise us that he thought the service had been cancelled over a year ago when he had moved services to *** NetMr***’s account was successfully disconnectedThere was no request for a refund made by the customer. In an offer of goodwill, Viasat will agree to refund the last six months of service charged to Ms***, in the amount of $This refund has been processed as of January 18, 2018, and the funds should be seen within the next three to five business daysIf Ms*** has any further questions or concerns, she 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***’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Our records show Mr*** called ViaSat on November 15, because he was experiencing a speed issueDuring this time, he was guided through troubleshooting by
three representatives, after which it was determined that his speeds increased when his router was not connected, but slowed when his router was reintroduced to the systemIt was recommended to Mr*** that he replace his router
Mr*** called back on November 19, because he was unable to connectDuring this conversation, the ViaSat representative guided Mr*** through troubleshooting, but was unable to restore his connectionA service call was ordered with a request that the technician replace the modemThe same day, a member of ViaSat’s Home Service Provider (HSP) reached out to Mr*** to reschedule the appointment to November 23,
ViaSat’s technician went out on November 23, 2016, at which time he realigned Mr***’s dish, but did not replace the modemWe apologize for any frustration this may have caused Mr*** to experience
On November 28, 2016, Mr*** called ViaSat to order another service call because the modem had not been replacedA service call was ordered and scheduled for November 29, Unfortunately, due to the technician not having the correct equipment, the service call was rescheduled two times before it was placed on hold to await the arrival of the equipmentBetween December 11, and December 16, 2016, the HSP attempted to contact the technician to confirm the equipment had been receivedDuring this timeframe, it was discovered that the technician would be unable to fulfill the service call at that time due to personal reasons
On December 19, 2016, Ms*** called ViaSat regarding her service call and modem swap, at which time a new service call was ordered and the previous service call was cancelledOn December 21, 2016, a new technician was assigned to the work order and the service call was scheduled for December 27, The technician went out on the scheduled date and time, and attempted to swap out Mr***’s modemUnfortunately, the technician did not have all the necessary tools and was unable to complete the modem swap; however, upon further troubleshooting, it was determined that the issue was with Mr***’s power supplyIn order to completely resolve Mr***’s concerns, the technician advised he would go back out to replace the modem; however, when the technician called Mr*** on December 28, to schedule a time, he was informed that everything was working fine
In response to this complaint, ViaSat escalated Mr***’s concerns internally to the HSP for review and resolutionThe HSP will be contacting Mr*** in regards to his service issuesViaSat has also applied credits for two months of free service onto Mr***’s account for any inconvenience he may have experienced
If Mr*** chooses to upgrade his service, he will be required to agree to a new 24-month minimum service term; however, ViaSat will agree to lower the price of his upgraded service plan price to $per month, not including taxes, for three months
Thank you for the opportunity to respond

Along with the other complaints I filed, I received a text alert from my bank tonightApparently their company has charged my bank account once again today for Bringing this whole mess to $not including any charges for overdraft fees that my bank is now going to hit me with.I want
the entire amount of $returned to my bank account and any and all overdraft fees that I will be charged due to the company's negligence and wrongful charges

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Mr*** contacted ViaSat's customer service department on May 26, to discuss the disconnection of his ViaSat accountDuring his conversation
with ViaSat's representative, Mr*** was advised that it was in his best interest to place his account onto ViaSat's Vacation plan as he would incur early termination fees of approximately $210.00, not including taxesMr*** agreed to have his account transition to the Vacation plan and was educated that the plan was $plus his $equipment lease fees, for an approximate charge of $Mr*** was also educated that his account would only remain on the Vacation plan for six months and that if he did not contact ViaSat before November 28, his account would automatically resume and continue billing at his plan priceAs no contact was received by Mr*** before his November 28, 2015, ViaSat collected a monthly charge of $for his service plan
ViaSat receive contact from Ms*** on December 7, to discuss the charge of $and to request the disconnection of his ViaSat accountAgain, during his conversation with ViaSat's representative Mr*** was advised of the Vacation plan terms and conditionsMr*** subsequently requested the disconnection of his ViaSat accountHe was educated on the early termination fees of approximately $as he had seven months remaining on his Customer AgreementOn December 28, ViaSat collected $from Mr*** payment method on file for the early termination fees
As Ms*** was properly educated on the Vacation Plan, the process for resuming or disconnecting his account, and the early termination fees, ViaSat does not agree to refund any charges which occurred on his account since May 26, for the Vacation planHowever, as a gesture of good faith ViaSat will agree to refund the $charge collected on November 28, This refund has been issued to the payment method on file and should be received by Mr*** in three to five business days
Thank you for the opportunity to respond

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale customers are made aware of additional charges for a non-standard installation. ViaSat’s certified technicians are authorized
to offer additional services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize ViaSat’s service was not installed to *** *** satisfaction and for any misunderstanding at the time of installation On May 16, 2016, *** *** contacted ViaSat to discuss her account and request the disconnection of the servicesDuring her conversation with the ViaSat representative, *** *** did not allow to have any troubleshooting steps performedDue to this information and *** *** request to disconnect her account, her ViaSat account was disconnected The Customer Agreement provided to each new subscriber, signed by *** *** on April 08, 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 termOn June 12, 2016, ViaSat attempted to collect $from *** *** for the applicable early termination fees; however, this payment failedDue to this, on July 5, 2016, ViaSat sent *** *** account to our outside collections agency ViaSat will not agree to waive the entire balance of $328.00; however, as a gesture of good faith, ViaSat will agree to waive half of this balance*** *** will now be responsible for $for the early termination fees, and may contact ViaSat’s 24-Hour Customer Service at *** to make a onetime payment 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
While I disagree, I pray that they may either hire more representatives, or upgrade their service so that so many people are NOT calling in to complain
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. 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 Ms*** *** on November 22, and also available at exede.com/legalAll Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms*** at the point of sale.Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program for $monthly, 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.Ms*** first contacted Viasat on January 8, to advise that she was having connectivity issuesAt the time, no problem was found, and the Viasat representative who assisted her went over the details of her service plan and her billing. Ms*** contacted Viasat multiple times on January 10, in order to disconnect her servicesShe stated that she was unable to stream on her television and that she had attempted to use wireless calling using Viasat’s services but was unable toA Viasat representative advised her that her service plan was best used for streaming with small screens, and that larger screens would have a different quality rateMs*** was also offered a free service call to troubleshoot her issues, which she declined. On January 13, 2018, Ms*** contacted Viasat several times to request a disconnection of her servicesA Viasat representative attempted to disconnect her services, however made no changes due to legal disclosures not being read when the call disconnectedMs*** was again offered a service call to troubleshoot her services, which was again declinedThere has been no further contact from Ms*** since that time.At this time, Viasat does not agree to waive the full early termination fees should Ms*** decide to disconnectIn order to bring this complaint to resolution, Viasat will agree to give Ms*** a $off discount for the next six months, which has been added as of January 17, Viasat will also agree to waive half of Ms*** early termination fees should she choose to disconnectMs*** may take advantage of this offer by contacting Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***, or with any further questions or concerns.Thank you for the opportunity to respond

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

Thank you for bringing this rebuttal to our attention. Upon receipt of Mr***’s initial complaint, ViaSat identified that when he was refunded the $on October 22, 2016, an error occurred caused the duplicate charge of $to occurNevertheless, on October 27, 2016, ViaSat refunded Mr*** $to cover the additional fee and any outstanding fees that were not originally refundedMr*** should receive this refund within three to five business days. Thank you for the opportunity to respond. Tell us why here