ViaSat, Inc.

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 February 8, and available at exede.com/legal, states that customers will pay for service each month in advance
and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountViaSat understands that Mr*** was billed and charged the $on March 8, and disconnected days later on March 11, In order to arrive at a resolution and due to the length of time Mr*** was a customer with ViaSat, ViaSat has issued back the refund of $today March 15, Mr*** will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration 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 the early termination feesEach
of these points is also addressed in the Customer Agreement signed by Mr*** on December 22, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** was receiving ViaSat’s Liberty 12GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with 12GB of monthly priority data, download speeds up to 12Mbps, and upload speeds up to 3MbpsPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe Liberty plans also provide customers with a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Mr*** called ViaSat on December 25, because he had reached 100% of his monthly priority dataDuring this conversation, a ViaSat representative reviewed Mr*** data consumption with him, reminded him of the Data Allowance Policy, and provided tips on how he could reduce his data consumption through the monthThe ViaSat representative also advised Mr*** that ViaSat provided customers with a usage monitoring tool online at my.exede.net
Mr*** called ViaSat again on December 26, 2015, at which time a one-time removal from slowed speed was processed, and he was provided with 5GB of free additional dataAt this time, a ViaSat representative once again reviewed the Data Allowance Policy with Mr***
On December 29, 2015, Mr*** called ViaSat to disconnect his account because the data was not meeting his needsAt this time, Mr*** was reminded of his signed Customer Agreement and the applicable early termination feesThis information was reaffirmed by a supervisor when Mr*** was transferred to one, per his requestMr*** account was disconnected the same dayViaSat received Mr*** modem and transceiver on January 8,
On January 24, 2016, ViaSat charged Mr*** $for early termination fees and 2GB of additional data Mr*** purchased on December 26, This payment failedThe account was sent to outside collections on February 23, Mr*** called ViaSat the same day regarding the collections notice he’d received, at which time he was reminded of the 24-month minimum service term and associated early termination fees
In order to come to a resolution regarding this complaint, and as recognition of Mr*** short term as a ViaSat subscriber, ViaSat will agree to remove Mr*** account from collections with the balance due waived in fullThis request has been escalated as of February 29,
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 Ms*** complaint to our attention.Our records show Ms*** is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited
Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.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, signed by Mr*** ***, the account holder, on February 19, and available at exede.com/legal, 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.On March 7, 2018, Mr*** contacted Viasat in regards to experiencing intermittent connectivityA Viasat representative advised Mr*** that a weather outage was occurring in his area at the time.? On March 15, 2018, Ms*** contacted Viasat in regards to her internet services not workingAt the time, it was determined that a service call would be required to inspect the modemMs*** requested a contact from a Viasat supervisory representativeFrom Viasat’s records, it seems no return contact was madeWe apologize for any inconvenience this may have caused Ms***.? On March 29, 2018, Ms*** contacted Viasat in regards to her serviceShe stated she was experiencing intermittent connectivity with her servicesPer Viasat’s troubleshooting system, the issue was believed to have been a weather outageHowever, a Viasat representative reviewed Ms*** account further and determined that a known issue was occurring within Ms*** beamThe Viasat representative offered Ms*** a one-time credit of $100, which Ms*** acceptedThis was applied to Ms*** account on April 4, 2018.On April 7, 2018, a one-time credit in the amount of $was applied to Ms*** account due to the known issue.? Between April 8, and April 17, 2018, Ms*** contacted Viasat several times in regards to an update on a request for review that had been submitted on March 29, Each time, a Viasat representative reviewed Ms*** account for any updates and advised her of them.? On May 22, 2018, Ms*** contacted Viasat due to issues with her devices not staying connected to her preferred wireless networkA Viasat representative assisted Ms*** with reconnecting the devices, and the issue was confirmed to be resolved.On May 26, 2018, Ms*** contacted Viasat in regards to intermittent connectivity, which was resolved after troubleshooting her Viasat equipment.? On May 30, 2018, Ms*** contacted Viasat due to her devices switching between the 2.4G and G networks provided by her serviceA Viasat representative assisted Ms*** in troubleshooting this issue, and confirmed that it had been resolvedThe representative advised Ms*** if she experienced the same issue to contact Viasat’s technical support team for further investigation.On June 12, 2018, Ms*** contacted Viasat to state that she had been experiencing an ongoing issue with connectivityA Viasat representative reviewed Ms*** account and determined that a weather outage was occurring at the time, and advised Ms*** that a service call could not be ordered until the weather had subsided to verify any issues with the service.? No further contact was received from Ms*** until July 9, 2018, when she contacted Viasat in regards to intermittent connectivityA Viasat representative reviewed Ms*** account and determined that a service call was required to inspect her Viasat equipmentThis service call was completed as of July 23, 2018.In light of this complaint, Viasat has performed a review of Ms*** account for any issues that might be presentAs of July 24, 2018, Ms*** has used approximately GB of her unlimited data usageThe review also indicates that a reboot of Ms*** modem may be required.? In resolution to this complaint, Viasat has placed a credit for a month of service in the amount of $on Ms*** account as of July 24, Ms*** should see this as of her next billing.If 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.?

Complaint: ***
I am rejecting this response because:I *** *** retrieved my refund from Visat I requested that they put the refund on an other card which was a prepaid card instead of them using my another due to them charging my card without my permissionThis company is refusing to verify the refunds to greendot that they are valid so there is a block on my card due to three refunds being made back to back I talked to *** at Valsat he refuses to verify to greendot these charges are valid so my card is blocked until Valsat contact them to give the information greendot is requiring which is the original receipt from all refunds which was issued? ?
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I accept the resolution I do not find Exede Viasats business practices acceptable
Although I find the resolution satisfactory I just wanted to comment on Exede Viasat's business practices.? ? I should never have been charged anything without receiving an invoice of the equipment returned and the amount of each (either by e-mail or postal mail)? On the phone I was told a different lesser amount I would be receiving, and when asked nobody could explain to me the charges.Sincerely,
*** ***
?

ViaSat understands *** ***’ rebuttal; however, each time she has made contact with ViaSat regarding the slow speeds she was experiencing when not over her usage, she was unwilling to troubleshoot with our representativesCurrently, *** *** has gone over her usage and her account is in Liberty PassHer usage will reset on June 20, Again, as she is within Liberty Pass time, she will have speeds that vary based on the time of day and her geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair a customer’s ability to use the internetIf *** *** wishes to have troubleshooting steps performed once her usage has reset to zero, please have her contact ViaSat’s 24-Hour Customer Service at ** ***Thank you

Thank you for bringing Mr*** response to our attention.Per Viasat’s previous response, in resolution to this complaint, Viasat would like to offer Mr*** a free service call in order to determine the cause of any possible issues he may be experiencing with his services.? We apologize that Mr*** feels that he was unable to receive resolution with his previous complaint, and for any inconvenience this may have caused Mr***.? However, Viasat still believes that as Mr*** has not yet granted Viasat the opportunity to resolve any issues with his service as required per the Customer Agreement, no early termination fee waiver is due at this timeIf Mr*** would like to take advantage of this offer of his free service call, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.? Thank you for the opportunity to respond.?

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr***'s complaint to our attention
ViaSat received a Revdex.com complaint from Mr*** on August 17, regarding an issue he'd experienced receiving the packaging to return ViaSat's equipmentIn
response, a member of ViaSat's Consumer Affairs Department advised Mr*** via the Revdex.com that new packaging would be sent to him for the return of the modemIt was also advised to Mr*** that as he had no access to ViaSat's transceiver, ViaSat would waive the unreturned equipment fees associated with that piece
ViaSat's modem was returned on August 21, Unfortunately, the unreturned transceiver fee was not waived as promised; subsequently, on September 1, 2015, Mr*** was charged $in unreturned equipment fees, but the payment failedMr*** contacted ViaSat regarding the charge and the resolution to his initial Revdex.com complaint, at which time he was advised to email in a copy of ViaSat's resolution letter to the Corporate Office for review
As resolution to this complaint, ViaSat has waived the balance due of $in full as of September 17, Mr*** is now at a zero balance with ViaSatThe delinquent balance was neither turned over to collections nor reported it to any credit reporting bureaus
We apologize for any frustration Mr*** *** have experiencedA letter with the above-given information will be sent to him, per his request
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Meets my request

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced
Our records show ViaSat charged Ms*** $in monthly service fees on April 4, 2016, but the payment failedMs*** called ViaSat on April 5, to advise
that her payment method had been compromised and have it removed from ViaSat’s systemsMs*** also made a one-time payment for the amount with her bank account the same day, which was successfully collected by ViaSat on April 6, Ms*** credit card was removed from ViaSat’s systems on April 8, 2016, per her request
On May 4, 2016, ViaSat attempted to charge Ms*** $for monthly service; however, as there was no payment method on file, no payment was collectedOnce again, Ms*** made a one-time payment online for the amount via her bank accountThis payment was successfully collected by ViaSat on May 6,
Ms*** called ViaSat on May 7, to inquire if her payment had gone through because she’d received a call from ViaSat advising that the payment had failedBefore the ViaSat representative could assist, however, the call droppedMs*** made a second call about the payment she’d made, at which time the ViaSat representative accurately advised Ms*** that a payment had been successfully submitted to ViaSatHowever, the ViaSat representative also incorrectly advised Ms*** that her credit card information was still on file, and the call dropped shortly afterWe apologize for any confusion this may have caused
Ms*** called back a third time and requested to speak to a supervisor regarding the payment and her credit card still potentially being on file with ViaSatOnce again, Ms*** was incorrectly advised that her credit card was still on fileBecause Ms*** had not updated her payment method, the system in which ViaSat’s representatives review accounts continued to show the last four digits of the payment method, as that was what ViaSat had last had in its systemsOnce again, Ms*** payment method was removed on April 8, We apologize for any confusion this may have caused
During her conversation with the third representative, Ms*** updated her payment method to her bank accountMs*** was also advised that her one-time payment had been successfully processed and submitted to ViaSat on May 6, As Ms*** bank was not showing that the payment had gone through, the ViaSat representative incorrectly suggested that her one-time payment had not gone through, and offered to take a one-time payment for her in real timeMs*** declined and advised that she would continue to make one-time payments every monthMs*** also advised that she would wait to see if the payment had gone through and ended the callLater the same day, Ms*** made a second one-time payment for the amount of $This was successfully collected by ViaSat on May 8,
ViaSat received a call from Ms*** on May 9, because she had paid twice for the same amountAt this time, the ViaSat representative submitted a refund request for the second payment of $and correctly advised Ms*** that the typical timeframe for refunds was to business daysMs*** requested to speak to a supervisorDuring this conversation, the supervisor internally escalated Ms*** refund request, and accurately advised her that it would be processed in 3-business days
On May 11, 2016, a refund for $was electronically issued to Ms*** bank account, per her request
The Customer Agreement, signed by Ms*** on February 3, and also available at exede.com/legal, 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
If Ms*** chooses to disconnect her account, ViaSat does not agree to waive her early termination fees of approximately $Ms*** will also be 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
If Ms*** has any questions regarding her refund, or would like to disconnect her service, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement
prior to service installationWe apologize if Ms*** did not receive a copy of her contractWe have attached the copy to this reply.The Customer Agreement provided to each new customer, and signed by Mary *** on April 3, 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.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.? Our records show Ms*** is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMs***‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads.? Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets.? When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.? Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.? On April 10, 2018, Ms*** contacted Viasat to request a disconnection of her account due to experiencing slow speedsA Viasat representative requested the chance to look over Ms*** account, as Ms*** would be subject to early termination fees if she proceededMs*** stated that she wasn’t made aware of this, nor of her plan details, which the Viasat representative advised her onTroubleshooting was begun, but was not completed due to Ms*** needing to disconnect the call.On the same day, Ms*** contacted Viasat a second time to request a disconnection of her account due to misinformation she believed she received at point of saleWe apologize for any misinformation that might have been given to Ms*** at point of sale.? In resolution to this complaint, Viasat will agree to waive Ms*** early termination fees in should she choose to disconnectHowever, as Ms*** was using the service, Viasat does not agree to issue her a refund for the monthly service fees of $42.78.If Ms*** would like to take advantage of this offer of a waiver of early termination fees, she may contact Viasat’s 24-hour Customer Care at 1-855-463-in reference to ticket no***.? Thank you for the opportunity to respond.?

Thank you for bringing Mr*** 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 agreement and the early termination feesEach of these
points are also addressed in the customer agreement signed by Mr*** on May 4, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfaction At the time of sale customers are made aware that service speeds vary and are not guaranteed.? 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area.? Customers are also advised that use of multiple devices with our service may result in slower speedsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees due to the length of serviceMr*** can call customer service at 866-945-and reference ticket number *** to have the account disconnectedAt this time the disclosures will be read and Mr*** will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by UPS at the time of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

*** *** *** *** *** *** ***
? Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused It is our goal to provide you with the best internet experience possible.? However, due
to the nature of satellite-based internet service, there are many variables that can affect speeds, 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 use of virtual private networks, the router and the activities a customer engages in on the internet.? Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.? This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.? ? ? ? Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale.? Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdOur records show you have utilized GB of data for this billing periodHeavier users of Liberty Pass will experience slower speeds than lighter users You may experience these slower speeds by your connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in your experiencing web pages failing to load.? ? While we strive to provide you with 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds.? We’ve verified your speed changes are not the result of a technical issue with your equipmentWe apologize that your experience with Liberty Pass has changed over the past few monthsIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect *** *** ViaSat account with waiver of the early termination fees in their entiretyHowever, *** *** 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 return instructionsIf *** *** wishes to disconnect his account please have him contact ViaSat’s 24-hour Customer Service Department at ###-###-#### and reference ticket ***Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/21) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
ViaSat's Customer Agreement is available for public viewing at exede.com/legalCustomers also
have the opportunity to ask further questions at the point of saleThe 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 Mr*** ***'s electronic signature on the Customer Agreement dated October 18, We apologize for any misunderstanding regarding the electronic signature process
Mr*** has never made contact with ViaSat's customer service department to advise of any issues regarding his servicesIt is unclear as to what Mr***'s issue is with his servicesMr*** is currently receiving ViaSat's Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides a 10GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps
If Mr*** has any further questions, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX ViaSat's representatives are available via telephone hours a day, days a week Hold times vary depending on call volume
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 Data Allowance Policy the 24-month minimum service term commitment, and the early termination fees should the
account be cancelled priorEach of these points are also addressed in the customer agreement signed by Ms*** on August 22, and available at ***We apologize if Ms*** feels these points were not communicated to her satisfactionViaSat understands that the service is not meeting Ms***’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to let Ms*** out of her month contract with no early termination feesThere will be no refunds issued to the accountShould Ms*** wish to disconnect she will need to contact customer care at ###-###-#### and reference ticket number ***During this phone call she will be read the disclosures which include the return of two pieces of equipment using the prepaid shipping label and box that is supplied by ViaSat at the time of disconnectionViaSat will not remove the dish or the equipment this is the customer’s responsibility per the signed customer agreementFailure to send back the two pieces of equipment will result in a charge of $150.00? charge for each non-returned piece not including taxesThank 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 Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale, customers are informed speeds are not guaranteed and may varyThis point is also addressed in the Customer Agreement, signed
by Mr*** on November 14, and available at ***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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityOn November 14, 2016, Mr*** contacted ViaSat to discuss the speeds of his servicesDuring his conversation with the representative, Mr*** was advised that he was receiving speeds within the advertised range, over download Mr*** contacted ViaSat on November 18, 2016, to discuss the billing of his ViaSat servicesDuring this conversation, and as a gesture of good faith, ViaSat agreed to issue a goodwill credit of $off his bill for twelve monthsMr*** accepted this offer and his account remained active On December 6, 2016, Mr*** contacted ViaSat to request the disconnection of his ViaSat account due to the Data Allowance limitationsThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe ViaSat representative advised Mr*** of the applicable early termination fees should he wish to move forward with the disconnection of his ViaSat accountPer his request, Mr***’s ViaSat account was disconnectedThe Customer Agreement signed by Mr***’s 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.? ViaSat has not attempted to collect the early termination fees payment of approximately $In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Mr*** will 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 *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr*** has any additional questions or concerns, he may contact ViaSat’s 24-Hour Customer Service Department at ###-###-#### We apologize for any misunderstanding or frustration Mr*** may have experiencedThank you for the opportunity to respond

Thank you for bringing *** *** 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 *** *** on February 14, and available at exede.com/legalWe apologize if ** *** feels these points were not communicated to his satisfaction ViaSat understands that the service is not going to meet *** *** needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when *** *** is ready to disconnect*** *** can call customer service at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention? We are unable to locate Mr*** account with the information providedIf one or more of the following can be provided, ViaSat will be able to review this matter thoroughly and provide resolution?
•? ? ? ViaSat account number •? ? ? Phone number associated with the account •? ? ? Email address associated with the account •? ? ? Name associated with the account •? ? ? Full service address ? 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,
*** ***
?