ViaSat, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
This information is completely information provided by the companyThe speeds they are claiming that I am getting are highly inaccurateI have contacted them several times since the service call and they have identified that I am receiving slow speeds due to packet loss on my equipment caused by their systemThey have not determined a way to fix the problemThey are being highly deceptive and are hiding the truth of the situationWhoever the person is that responded to this has incorrect information or they are flat out lying about everything
Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat advises at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedService speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of saleLiberty Pass speeds will vary based on the time of day and the customer’s 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 the 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 thresholdHeavier users of Liberty Pass will experience slower speeds than lighter users
Since his May 25, 2015, Mr*** has only advised ViaSat of issues he may have experienced with the speed of his service onceDuring the March 30, conversation, Mr*** was advised that his service was being impacted by network congestionNetwork congestion is caused when many subscribers are on the network at the same time, and may intermittently impact web browsing and speeds for subscriber in the affected spot beam area.’
Once again, ViaSat does not agree to waive Mr***’s early termination feesA credit of $for a free month of service has been applied to his account as of September 19,
Thank you for the opportunity to respond

Our records show Mr*** is currently receiving Viasat’s Liberty - WiFi service plan at $a month, plus Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeMr***’ 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 signed by Mr*** *** on August 18, 2017.The Customer Agreement also states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? Customers may view their billing statements and billing cycle date on account.viasat.com, or contact Viasat’s 24-hour Customer Care with any questions.Our records show Mr*** purchased Viasat’s Liberty - WiFi service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of these points regarding their billing at the time of saleWe apologize if these points were not communicated to Mr*** at the point of sale.Mr***’ first monthly billing, generated on August 20, 2017, came to the total of $80.38, as there were prorated charges for service provided before billingViasat was unsuccessful in taking Mr***’ payment due the payment failingOn September 9, 2017, Mr*** contacted Viasat to request more information about his billingAt that time, a Viasat representative advised him of his billing charges and plan detailsMr*** contacted Viasat a second time that day to confirm the billing charges and request information on an upcoming bill.? On March 5, 2018, Mr*** contacted Viasat to request information on his billingA Viasat representative assisted him in giving him the details of his billing, and advised that all billing was correct.? On both March 23, 2018, and April 6, 2018, Mr*** contacted Viasat in regards to his billingHe was again given the details of his billing by Viasat representatives.? At this time, Viasat believes that all appropriate actions have been taken, and does not agree to credit Mr*** for the remainder of his contractIf 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 the technical aspect of resolution is satisfactory to me, which is the $has been returned to my accountHowever, ViaSat did not acknowledge the reason why this was escalated to the Executive Escalations team and the Revdex.comThey acknowledge this was a failure of their billing system, however they do not acknowledge the failure of their customer service representative or the customer service manager I spoke to that refused to resolve this issue and refund the $95, which clearly was charged to me in error as stated by ViaSat in their response letterFiling a complaint with the Revdex.com should not be necessary to resolve an issue like this, this appears to be an epic failure on the part of customer service systems and policy and an inefficient use of time of all parties involved
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 if ViaSat also waives the early termination fee as previously offered.? ? I have? received a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver.? This will be returned upon receipt of the $charged to my wife's credit card.? Again, as previously stated, at no time did I, *** ***, authorize the charge or provide any authorization of my electronic signature.? ? Also, as previously stated, the sales representative was not truthful in disclosure of the fees, or the service plan.? I strongly urge ViaSat to review training of their employees, and possibly record, with permission of the parties, so that future customers are protected from unscrupulous business practices, which may also have violated Federal or State of Florida laws.?
Sincerely,
*** ***
?

Thank you for bringing Ms***’ complaint to our attention
Ms*** was receiving Viasat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis 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, 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
The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show MsMs***’ electronic signature on the Customer Agreement dated December 29,
Ms*** ordered service on December 29, through a local Viasat dealer, and was installed the same dayViasat received a call from Ms*** later the same day regarding an issue she was experiencing with streaming on her smart TV due to the speed of her serviceAt this time, Ms*** was informed that her service plan she was receiving was not optimized for smart TVs and provided with her plan detailsDuring this conversation, the Viasat representative also informed of the 24-month minimum service term and the Customer AgreementMs*** advised that she had been told there was no contract and that she would speak with *** regarding the matter
Viasat received another call from Ms*** the same day, at which time she requested the disconnection of her service as it was not meeting her needsWhen Ms*** requested that the early termination fees be waived, she was informed that they could not be waived in full, but that Viasat would be willing to waive half of the chargeMs*** declined and requested to speak to a supervisor, who reiterated that only half of the early termination fees could be waivedPer her request, Ms***’ call was transferred to a member of Viasat’s Corporate Resolution Team (CRT) for further assistance
During her conversation with the CRT representative, Ms*** was once again offered half off her early termination feesThe CRT representative also offered to file a point of sale investigation request on her behalfMs*** declined these offers, and the call ended shortly after with the account still activeWe apologize if Ms***’ concerns were not further escalated
Viasat received a call from Ms*** on December 31, because she’d been expecting a callback from a Viasat supervisorAt this time, the Viasat representative reviewed the notes on Ms***’ account, reminding her of the offer for half of her early termination fees to be waived, and transferred her call to a Viasat supervisor, per her requestDuring her conversation with the Viasat supervisor, Ms*** was informed that the early termination fees were valid, and that the Customer Agreement was signed at the point of salePer Ms***’ request, the disconnection disclosures were read and her account was disconnected
On January 1, 2018, Viasat charged Ms*** $in early termination fees, but the payment failed
As resolution to this complaint and in consideration of her short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of January 2,
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:? First, thank you for disconnecting the service.? Secondly, I would appreciate a tracking number for the box that is being sent for the collection of the modem and dish.? I attempted to chat with customer service to get this information and of course I was not able to.? At this time I have not received any box and I will not accept any resolution until I have.? I have seen on numerous accounts that people have gone back and forth for months trying to get a box sent to them.? ? ? I would appreciate any tracking information that you could give me to verify that a box was indeed sent.? I am doing everything I can from my end to ensure that you receive your hardware back.? It has been sitting here boxed up and ready to go since an hour after it was initially installed.? ?
Sincerely,
*** ***

Thank your for waiving the early termination feeI will return the equipment as quickly as possibleI have rejected the response in an effort to maintain contact with Via Sat and to confirm the equipment is received on your end and I'm not subsequently charged anything additionalI will also follow up with my bank to obtain the rolling account information previously requestedThank you for your helpSL
Complaint: ***
I am rejecting this response because:
Sincerely,
Shan Lawson

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr*** chatted in on December 17, and was advised that if the package was transitioned to the Liberty that he would not be able to go back to the Classic package
as it was no longer available In order to arrive at a resolution we have transitioned Mr*** back to the Classic package as of today January 25, Thank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:This Company did not provide the service they said they were going to provideI am very displeased with this out comeI have not been a customer more than weeks, and I am still receiving the same issue and I am going to be receiving a reoccurring fee every time a technician comes outI would like to be out of this scam immediately!?
Sincerely,
*** ***

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 commitment, and the early termination feesEach of these
points are also addressed in the customer agreement signed by *** ***s on October 13, and available at ***We apologize if *** ***s feels these points were not communicated to their satisfaction ViaSat understands that the service was not meeting their needs or expectations so the account was disconnected In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued to the account as the services were used *** ***s will be receiving a prepaid shipping label and box courtesy of UPS to send back two (2) pieces of equipmentThey will want to follow the detailed instructions and diagrams an send back the two (2) piecesFailure to send back the equipment will result in a charge of $for each non-returned piece not including taxesThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr*** contacted ViaSat on December 9, to request the disconnection of his ViaSat account as he was moving and no longer need the services at
his new locationAs Mr*** 24-month Customer Agreement expired on July 4, 2015, the ViaSat representative informed him that he would not be responsible for any early termination fees However, on December 8, 2015, ViaSat attempted to collect Mr*** monthly service plan fee, but it failedPer the 24-Month Customer Agreement signed by Mr*** on July 4, 2013, and as his account was active at the time of collection, he would be responsible for the balance owed Mr*** contacted ViaSat’s customer service on February 10, to discuss the balance of $which had been sent to ViaSat’s outside collections agency EOS on February 2, During his conversation, Mr*** was incorrectly informed that his account balance was zero and he did not owe the balance in the outside collections agency Given this information and to come to a resolution, ViaSat will agree to remove this balance from the collections processShould Mr*** have any questions regarding this process please have him contact ViaSat 24-hr customer service department at 855-463-Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms*** is receiving ViaSat’s Exede Freedom GB service plan at $99.99, plus applicable taxes and a $monthly lease fee
This service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsThe service plan also comes with a Late Night Free Zone from 12:AM to 5:AM, local time, at which time unmetered data is provided at no extra costCustomers 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 Ms*** on May 8, (also available at ***)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 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 filesThe Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede networkViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at ***While Ms*** can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described aboveBased upon the browsing history provided in his complaint, Ms***’s data consumption is consistent with ViaSat’s recordsCurrently, Ms*** has used GB of her allotted GB planThe majority of her usage has been consumed by Media, more specifically ***If Ms*** continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityIn response to this complaint, ViaSat internally escalated Ms***’s account concerns on August 9, to ensure that her usage meter is working properlyAt this time, ViaSat has not found any issues with Ms***’s usage meterThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On November 12, 2016, Ms***’ contacted ViaSat to request the disconnection of her ViaSat as she was relocating and need to create a new account
The new account was activated on November 23, 2016, but her old account was not disconnected until November 15, 2016, due to the pending order.? ? ViaSat collected a onetime payment of $from Ms***’ original account (***) on November 8, As the new account was activated on November 23, 2016, ViaSat collected a onetime payment of $for the first month of services on November 24, Additionally, Ms*** was given $off her monthly services for twelve months beginning December 1, Ms*** contacted ViaSat December 6, 2016, to discuss the charge on her original account and request a refund for the duplicate chargesDuring this conversation, Ms*** was educated that a request would be escalated and it could take seven to fourteen business days before completedSince this date, Ms*** has been waiting eleven business days for the duplicate refund In response to this complaint, and as a gesture of good faith, on December 21, 2016, ViaSat issued the refund of $to the payment method on fileMs*** should receive the refund within three to five business daysIf she does not, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####.? Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/14) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
The Customer Agreement provided to each new subscriber, signed by Ms*** on August 7, 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
Ms*** contacted ViaSat on August 10, to disconnect her account because her monthly data allowance was not going to meet her needsDuring this conversation, the ViaSat representative erroneously advised Ms*** that her early termination fees would be waived because of her short term as a ViaSat customer, and escalated the necessary request before processing the disconnection of Ms***'s accountAs ViaSat does not, in fact, waive early termination fees for this reasoning, the waiver request was rejected on August 8, Subsequently, on September 8, 2015, ViaSat charged Ms*** $in early termination fees
In order to resolve this complaint, ViaSat has issued a refund of $for the early termination fees to Ms***'s payment method as of September 14, Ms*** should be advised that it *** take 3-business days from the issue date for her to see the amount deposited into her account
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.)
We received our refund in full

?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will agree to the initial $installation fee since the early termination fee is waived in its entiretyI will also return the specified equipment to the business
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,
*** ***
?

Thank you for bringing Mr***’s complaint to our attention? Mr*** was receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr*** ordered service during a
promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time? The Customer Agreement provided to each new customer, and signed by *** *** on March7, also available at ***, 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 termCustomers 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? 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? Our records show that Mr***’s service was installed on March 7, He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slowThe Viasat representative advised Mr*** of the early termination fees; however, as Mr*** was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr***’s short term as a Viasat subscriberMr*** was informed and acknowledged that the waiver was not guaranteed and could be rejected ? The early termination fee waiver was rejected on March 9, due to customer not allowing trouble shooting or a service call to resolve Mr***’s issuesMr*** was charged early termination fees on March 9, of $? Mr*** called Viasat again on March 9, requesting a refund for the early termination feesAt this time, Viasat representative advised Mr*** that the early termination fee waiver had been rejected, and transferred Mr***’s call to a supervisor, per his requestThe Viasat supervisor advised Mr*** that Viasat would not refund his early termination fees? As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $to Mr***’s account as of March 14, Mr*** should be advised that it may take three to five (to 5) business days for him to see the amount deposited into the account ? Thank you for the opportunity to respond ? ?

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused The Customer Agreement provided to each new customer, and 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 termBetween January 10, and March 30, 2017, ViaSat received contact from Ms*** on numerous occasions regarding her ViaSat account and information regarding the installation of the ViaSat equipmentOn January 30, 2017, Ms*** disconnected her ViaSat account as she stated that the services never workedDuring this conversation, Ms*** was educated on the early termination fees as well as the equipment return policyViaSat received Ms***’s leased ViaSat equipment on March 4, Between November 8, and February 4, 2017, ViaSat collected $for the activation fee ($99.99), monthly services ($146.96), and the early termination fees ($400.97)However, on February 10, 2017, ViaSat received chargeback from Ms***’s bank for all chargesTherefore, on March 21, 2017, her ViaSat account was written off to our outside collections agency for the past due balance of $ In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat agrees to remove Ms***’s account from the collections process for the full balance of $647.92.? Ms***’s account was removed from collections on March 31, 2017.? ViaSat did not report Ms***’s account to any credit agenciesThank you for the opportunity to respond

Initial Business Response /* (1000, 4, 2015/08/17) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's Data Allowance Policy
ViaSat's service plans are differentiated based on the amount of data for the
service plan and each service plan is governed by a data allowance policy The Data Allowance Policy applicable to Mr***'s plan 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 saleIt is also addressed on the first page of the Customer Agreement, signed by *** ***, the account holder, on June 1, (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 usageWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageWhile Mr*** can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveThe 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
Ms*** is 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 allowanceViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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 Mr*** contacted ViaSat on August 12, because he felt he had been misinformed at the point of sale regarding the Data Allowance PolicyDuring this conversation, the ViaSat representative explained to Mr*** that using sites like YouTube and Facebook would count towards his usage because data was being transmitted or downloadedMr*** purchased GB of additional data at this time
On August 15, 2015, Mr*** exceeded his available data usage; subsequently, his speeds were slowed, pursuant to the Data Allowance PolicyOur review of the account shows that the majority of his data usage went towards system updates, web browsing, and media (e.g., Netflix, YouTube, Spotify, etc.)
ViaSat does not agree to waive Mr***'s early termination fees of approximately $in full if he chooses to move forward with the disconnection of his serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the early termination fees, leaving Mr*** responsible for an approximate charge of $
If Mr*** would like to move forward with the disconnection of his account, he *** 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 /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told By a *** in the corporate office that she would call me to let me know if the whole fee can be waivedNEVER received a call backI want nothing to do with this service anymore so Go ahead and cancel meIll pay your *** cancellation, Just know I am NOT happy and that this is the WORST company I have EVER dealt with
Final Business Response /* (4000, 9, 2015/08/28) */
Thank you for bringing Mr***'s rebuttal to our attention
ViaSat will disconnect Mr***'s account effective September 11, 2015, at which time half of his early termination fees will be waivedIf Mr*** is charged any monthly service fees prior to this date, ViaSat will ensure that they are waived or refunded to his payment method
Thank you for the opportunity to respond