ViaSat, Inc.

Thank you for bringing *** ***’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 agreement and the early termination feesEach of these
points are also addressed in the customer agreement signed by *** *** on June 11, and available at exede.com/legalWe apologize if *** *** feels these points were not communicated to her satisfaction *** *** was originally scheduled for installation on June 5, 2017; due to no time slots being available the installation had to be rescheduled*** *** was offered a free router and $due to the circumstances *** *** was contacted and rescheduled for June 11, and the service was installed with the router that was promisedWhen the technician left the home the services were working as they should*** *** contacted ViaSat on June 16, stating that the speeds were very slow and that she was having connectivity issues with the serviceViaSat sent the technician back out to *** ***’s home on a service call on June 23, and the tech went out and checked system*** *** hard wired her TV and they exceeded their dataThere was no issue with the system ViaSat does not offer any unlimited plans for *** ***ViaSat does offer higher data packages that *** *** can check on www.exede.com or can call Customer Care at ***ViaSat understands that the service may not be meeting *** ***’s needs or expectationsIn order to arrive at a resolution should *** *** wish to disconnect ViaSat will waive half of the early termination fees*** *** can take advantage of this offer by calling Customer Care at *** and referencing ticket number ***Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because: it is untruthful and unfairI contacted them months before and emailed them telling them I was very dissatisfied with the service and wanted to cancelI am not going to pay an early termination fee on something that I was unable to use most of the time because the data ran outI have data limits on my cell and never go over thoseAlso having to remove and return their equipment myself was ridiculousSo my last word on this is a no im not paying it
Sincerely,
*** ***

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

Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy
The Data Allowance Policy is meant to ensure all customers have equitable access to
the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr*** on May 14, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps
Our records show Mr*** has not contacted ViaSat regarding his data usage since installationOur review of Mr***'s account shows that as of August 21, 2015, that Mr***'s usage is largely going towards storage (e.g., online backup) The majority of his usage occurred on August 21,
ViaSat will agree to disconnect Mr***'s account with waiver of the early termination fees; however, 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 pre-paid 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 returnThe disconnection of this account will occur on August 24,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the terms, do that I can get a service that worksAlso to prove that I have in fact contacted viasat, I've attached images of those emails, my emails dated August 14th and August 17thI've also attached a screen shot of the canned responses saying I would receive a response within hours, and the actual response I got on August 22nd, day over a week after I sent the initial emailThe human response even admits that due to customers finding out about the free data speeds during free zone have been slower and that when they get there new satellite up in 2016, it will improveAs to sending the equipment back, what needs to go back and I'll gladly send it back, as I won't ever use or recommend exede to any of my customers

Complaint: ***
I am rejecting this response because: they still want to charge me for a service that was cancelled within a two week period, and their local sales representative was grossly misleading and deceptive.? There should be a a leeway time to cancel service if a customer is dissatisfied, misleaded, and deceived.?
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meViasat should have cleared the my account balance but instead issued a a payment as such I will make the payment of $to Viasat.?
Sincerely,
*** ***
?

Thank you for bringing Mr*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
A new account was established by Mr*** local dealer on August 4, 2015; however, his old account was not properly disconnectedTherefore,
from August 3, until December 4, 2015, Mr*** was charged for both ViaSat accounts as they were both active
On December 2, Mrs*** made contact with ViaSat to advise us of this information and to have the situation rectifiedUpon receipt of Mrs*** call, ViaSat's representative looked into this matter and took corrective actionMrs*** original ViaSat account (***) was disconnected, the early termination fees were requested to be waived, and a refund of $was issued back onto the payment method on file
ViaSat understands that Mr*** accounts were not handled accordingly and agrees to disconnect the current active account (***)Please have Mr*** contact ViaSat's customer service department at 855-463-and reference ticket ***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 return instructions
Thank you for the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.? Our records show Mr*** purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of the following points at the time of
saleWe apologize if these points were not communicated to Mr*** at the point of sale.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 internet 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 all.The Customer Agreement provided to each new customer, and signed by Mr*** *** on April 4, 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 May 23, 2018, Mr*** contacted Viasat to request a disconnection of his Viasat servicesHe stated he had told the sales representative of a need for a billing date at the beginning of the month, as well as a need for this service for gamingMr*** stated on both accounts he was advised it would be no problemA Viasat representative assisted Mr*** in filing a complaint against this Viasat authorized dealerThe Viasat representative also read Mr*** disconnection disclosures, including information on early termination feesMr*** chose to proceed with the disconnection of his account, which was processed successfully that same day.? On July 9, 2018, due to nonpayment of the June billing in the amount of $346.03, Mr*** account was written off to Viasat’s outside collections agenciesWe apologize for any inconvenience this may have caused Mr***.? Viasat believes in a consultative sales process and it is not Viasat’s intent to sell services to customers that are a poor fit for a data limited service.? If Mr*** has other Internet service options, that he would rather have than Viasat’s, Viasat will be happy to submit a request to have his past due balance removed from collections and waivedThis request was submitted July 13, Mr*** should be advised the removal process may take up to business days to be fully completed.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.?

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

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused.? At 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 addressed in
the customer agreement signed by Ms*** on March 23, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionIn order to have a service provisioned a customer has to sign the electronic customer agreementCustomers are also advised of the month contract at the time of sale.? Ms*** was charged $for the first month’s bill in advance which is explained at the time of sale.? In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceViaSat has also issued a refund of $back to Ms*** todayShe will see the refund within 3-business daysThank 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
I would like confirmation that no other charges will be created and will send the equipment back with delivery confirmation
Sincerely,
*** ***
?

Thank you for bringing Ms*** response to ViaSat’s attentionViaSat has never received any cancellation from Ms*** financial institution regarding the chargebackThis balance has been valid since the time this chargeback took placeWe apologize for any confusion this may have caused Ms***In order to arrive at a resolution ViaSat has agreed to remove the charge of $from collections and have the account removed as wellViaSat will handle the chargeback directly with Ms*** financial institutionThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/04) */
Thank you for bringing Mrs***'s 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 Data Allowance Policy, the 24-month
minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Mr*** on August 31, and available at exede.com/legal We apologize if Mrs*** feels these points were not communicated to her satisfaction
Mrs*** called ViaSat on August 31, to disconnect her accountThe Customer Agreement signed by Mr*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termHowever, on this call Mrs*** was advised that the early termination fees could be waivedYet, in error this was not noted on Mrs***'s account
On September 1, Mrs*** called to finalize the disconnection of her account at which time she was incorrectly advised that she would be responsible for approximately $in early termination feesThe agent advised Mrs*** of the alternate plans available within her area; however, she did not wish to upgrade her account and the account was subsequently disconnected
Mrs*** contacted ViaSat's social media team and informed them of the information provided to her at the time of sale, and during her call with ViaSat's Customer Service Department on August 31, Due to the information previously agreed to by ViaSat's customer service representative, the social media agent educated Mrs*** that her early termination fees would be waived as a gesture of good faithOn September 3, Mrs***'s account was credited $for the early termination fees and first month of service
Mrs*** is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Given this information, ViaSat feels this complaint has been resolvedThank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and early termination feesThese points are also addressed in
the Customer Agreement, available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionThe minimum service term starts on the date of a customer’s installationMs*** ordered service through ***, an authorized seller of ViaSat’s services, on July 25, 2014, and was installed on July 26, Ms***’s contract term started on July 26, Ms*** called ViaSat on July 29, advising that she had not been aware that her Exede Internet service would be billed separately from ***, and requested the disconnection of her accountDuring this conversation, the ViaSat representative offered Ms*** a monthly discount of $off of her ViaSat bill per month for months and a credit of $if she would keep ViaSat’s serviceMs*** acceptedThe ViaSat representative also advised Ms*** of ViaSat’s billing practices, including being billed a month in advance and that it would be automatically drafted from her accountViaSat handles customer billing for its own services and therefore, Mr*** would be billed separately by ViaSat for his internet service.? Unfortunately, purchasing ViaSat’s service with *** does not bundle the billingThe Customer Agreement 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 informs customers when their bill is due via emailOur records show these notices would have been sent to Ms*** at ***On August 8, 2015, ViaSat attempted to collect a payment of $from Ms*** for her monthly service fees, but the payment failedHer account was suspended for nonpayment on August 19, 2015, and disconnected for the same reasoning on November 24, As Ms*** still had approximately months left in her 24-month minimum service term, ViaSat charged her $for her early termination fees ($114.00) plus the existing balance due ($60.58) on December 8, Once again, this payment failedOn January 11, 2016, the account was sent to outside collections for the unresolved balanceIn order to come to a resolution regarding this complaint, ViaSat will waive Ms***’s early termination fees of $from the collections balance; however, Ms*** is still responsible for the monthly service payment of $She may either pay this through ViaSat directly by contacting our 24-hour Customer Service Department at ###-###-####, or through the collections agencyViaSat did not report the delinquent balance to any credit reporting bureausThank you for the opportunity to respond

Thank you for bringing Ms*** response to ViaSat’s attentionAs stated in the previous response ViaSat does not agree to waive the early termination fees in fullViaSat has agreed to waive half of the early termination fees from the accountViaSat will not refund any charges as the services were usedViaSat does not issue refunds for unused servicesViaSat still shows the account as active and will need Ms*** to call into ViaSat’s customer care at ###-###-#### to have the account disconnected and for the waiver of half of the early termination fees to be grantedThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 11, 2015/12/28) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On November 2, 2015, ViaSat received contact from Mrs*** requesting the payment method
on file be removed from their account and that a call would be made monthly to make their paymentsAs promised, Mr*** contacted ViaSat's customer service department on November 4, to make a onetime payment of $87.03; however, ViaSat was experiencing issues with our payment page and the representative advised Mr*** to contact ViaSat again at a later time
Mr*** contacted ViaSat's customer service department again on November 13, as he stated he made a payment on November 4, During his conversation with the representative, Mr*** was educated that due to the system issues his previous payment was not collectedMr*** did not want to make another payment and ended the call with the representative before the payment could be made
On November 23, Mr*** contacted ViaSat's customer service department again to discuss the payment issues he was experiencingMr*** refused to attempt to make another payment or provide documentation showing this payment was previously collectedAgain, Mr*** disconnected the call
If Mr*** does not feel comfortable contacting ViaSat's customer service line to make a onetime payment, he may utilize ViaSat's self-help options at myexede.netThe MyExede customer portal is your one-stop hub to manage your accountHere, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen
If Mr*** has any further questions or concerns regarding the ViaSat MyExede customer portal, he may contact ViaSat's customer service department for assistance at XXX-XXX-XXXX
Thank You!
Initial Consumer Rebuttal /* (3000, 13, 2015/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received an email that the payment method on file will be billed on the 4th of JanuaryI logged into my Exede account online, and it shows that my account has reached the 12G limit of data usage for the monthI have not used Exede during the month of December as I have another internet providerI refuse to pay any charges for December
The payment method on file at Exede is a CLOSED checking accountI have verified with the bank that it is closedSO Exede will not be paid for any amount billed to that account
That account WILL NOT be re-opened
I am willing to pay the $by way of a money order as I do not want Exede to have any of my current credit card or banking information
Final Business Response /* (4000, 15, 2016/01/05) */
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset
Additionally, Mr*** is not responsible for any charges on his ViaSat account while the account was under suspensionViaSat has already applied a credit of $to his accountViaSat does not accept money orders as payments; however, Mr*** may make a onetime payment via the only system on a payment method of his choice He does not have to have a payment method on file and can make onetime payments each month
ViaSat believes this complaint has been resolvedThank you for the opportunity to respond
Complaint Response Date bumped because: Data Base Migration
Final Consumer Response /* (2000, 17, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this offerThe only new problem is that I am receiving emails stating I owe $and changeI can pay the $in February
The only remaining issue is Viasat's equipmentI still have the modem plus their satilite is still on my roofI need to know what to do with itI will not pay any shipping to return the equipment to them but am willing to return them

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing MrsHagerman's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
The Data Allowance Policy is meant to ensure all customers have equitable access to the
network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by MrHagerman on August 11, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Our records show MrsHagerman contacted ViaSat on August 18, regarding his data usageDuring this conversation, MrsHagerman was advised that she had used GB's of her GB allowanceMrsHagerman requested to disconnect her accountThe ViaSat customer service representative advised MrsHagerman of the early termination fees should she wish to disconnect the account At that time, MrsHagerman did not have the account disconnected
As a gesture of good faith, ViaSat will agree to disconnect the account as of August 21, with waiver of the early termination feesHowever, MrsHagerman is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat collected the automatic payment of $on 4/4/along with the onetime payment that Mr*** made on 4/4/On 4/6/Mr*** automatic payment was
stopped which means ViaSat was unable to process a refund back to Mr*** within the 3-business days At this time the payment method has been removed and no further payments will come out of that payment method and Mr*** will need to call in to make onetime payments on the accountThe refund will not be issued back in check form which was processed today 4/14/and Mr*** should see the refund within 7-business days by US MailIn order to arrive at a resolution ViaSat has also issued a credit for free month of service 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
I wish to add that we have not received any verification from these folks ? and when I called and visited with one of their representatives last week she still insisted that she could not allow a creditTheir statement about *** vs *** is absolutely incorrectI can verify that their package service was ***This company is very flakey when it comes to their wordI will not work with them againI will give them credit that their services Wildblue and Exede deliver good internet and satellite phoneI give them stars for that but their business workings are not acceptable
Sincerely,
*** ***
?

Thank you for bringing Ms***s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe account is in Ms***s name as her information was used as the credit checkMs*** was setting this account up for her son ***ViaSat
cannot remove the name from the account once the account is createdViaSat would require Ms*** to disconnect the account and *** would have to create a new account in his nameAs of today February 16, the account has been disconnected and there is a balance of $owed for the early termination feesViaSat has sent this amount to an outside collection agency on December 5, If Ms*** feels that this account should not have been in her name and that she is not responsible for these charges she will need to speak with her Son *** or file a police report for fraud and have the paper work sent over by the investigator to ViaSat’s legal team at ***Thank you for allowing ViaSat the opportunity to respond Tell us why here