ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
Our review of her account shows that she contacted ViaSat on August 26, to move her service to a new address, and
to disconnect her original serviceMs***'s requests were processed accordingly, and a request for the waiver of her early termination fees was escalatedUnfortunately, because the service was not active at Ms***'s new address yet, the request was rejected
On September 1, 2015, Ms*** was charged $in early termination feesShe contacted ViaSat the same day regarding the charge and her move, at which time a refund request was placedViaSat's timeframe for processing refunds is 7-business days, though the timeframe made vary depending upon volume
Ms*** called back on September 12, and September 15, regarding her refundEach time, she was accurately advised that the ticket was still open and had not been worked yetDuring the September 15, conversation, Ms*** was also provided with instructions on how to email a copy of her bank statement into ViaSat for reimbursement of her overdraft feesOn September 18, 2015, a refund of $was issued to Ms***'s payment methodIt may take 3-business days from the issue date for Ms*** to see the amount deposited into her account
ViaSat received another call from Ms*** regarding the reimbursement of her overdraft feesDuring this conversation, Ms*** was advised that she must fax in a copy of her 30-day rolling bank statement showing the charge for the early termination fees and the subsequent overdraft feesShe was also advised that ViaSat would reimburse her via check if her claim was found validMs*** understood
In response to this complaint, ViaSat checked its eFax queue to determine if any fax has been received from Ms*** from the following email address: ***@yahoo.comAs of September 23, 2015, ViaSat is unable to locate any documentation from this email addressIf Ms*** could please resend her bank statement via email to ***@viasat.com with her name and account number in the subject line, ViaSat will be able to reimburse her for her overdraft fees as soon as possible
Regarding the early termination fees associated with her currently active account, if Ms*** chooses to move forward with its disconnection, ViaSat does not agree to waive the early termination fees
Thank you for the opportunity to respond

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected
prior to the monthsCustomers are also made aware of the month contract with their welcome letter that they receiveNo account can be provisioned and activated without the customer signing the customer agreementMs*** signed the customer agreement on February 13, The early termination fees will remain valid on the account as Ms*** disconnected the account prior to the month agreementThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention.? Our records show Mr*** purchased Viasat’s Unlimited Data 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.Our records show Mr*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s Voice service plan at $a month, Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy? available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Ms*** *** on March 10, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.? Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 12, 2018, Mr*** contacted Viasat in regards to his monthly billingHe stated that he had been told by a sales representative that he would pay $a month for a bundled phone and internet serviceMr***’ first bill had generated on March 12, in the amount of $This was due to new customer promotions that Mr*** was receiving, such as a credit for his EasyCare service for the first days, a credit of $off for the first three months, and $off his Viasat Voice package for the first six monthsMr*** stated that he hadn’t been made aware the credits would expireWe apologize for any misinformation Mr*** may have receivedA Viasat representative went over his billing with him, and offered Mr*** an additional $off for monthsMr*** accepted the offer, and the credit was applied towards Mr***’s next bill.? Between March 14, and March 15, 2018, Mr*** and the account holder, Ms***, contacted Viasat several times in regards to slow speedsViasat representatives attempted troubleshooting, which seemed to resolve the issue for a time, but Mr*** contacted againA Viasat representative offered Mr*** a service call to have a technician come out to inspect Mr***’ equipment and offered a free month and a $goodwill creditMr*** accepted the service call, which was completed on March 15, 2018, as the technician had gone out the night before to complete the workThe credits were applied to Mr***’s account the same day.? On March 23, 2018, Mr*** contacted Viasat in order to request a disconnection of his services without early termination feesThis request was approved, however, Mr*** requested to wait to disconnect the account, as he needed to port his telephone number back to his previous carrierMr*** stated he would contact Viasat again in order to disconnectViasat has not heard from Mr*** since that date.? In resolution to this complaint, Viasat will honor the early termination fee waiver that was promised to Mr***In addition, as an offer of goodwill, Viasat will agree to refund the first month’s billing in the amount of $to the payment method on fileThis refund has been processed as of March 27, 2018, and should be received within the next three to five business days.? Since Mr*** was a subscriber of Viasat’s EasyCare, he has the option to receive a lease equipment recovery service call at no cost to him, during which time the technician will disassemble Mr***’ equipment and turn it over to his careMr*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A *** box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.? If Mr*** would like to proceed with the disconnection of his account, and take advantage of this offer, 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, 2015/09/22) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Our records show Mr*** contacted ViaSat on August 16, because he was unhappy with the installation of the
ViaSat equipment and wanted the dish movedAt this time, a service call was ordered for Mr***On September 5, 2015, Mr***'s dealer spoke to him about his installation, at which time it was explained to him that the dish could not be moved due to a line of sight concernIt was also advised that the technician had performed a site survey with Mrs*** prior to the installation, and that she had signed off on the placement of the dish
ViaSat did not receive another phone call from Mr*** until September 17, During this conversation, Mr*** advised that the technician had not shown up to his home to reinstall the service, and was refusing to do soAt this time, a complaint was internally escalated on Mr***'s behalfUnfortunately, as Mr*** had been contacted by the dealer two days prior, the complaint was closedWe apologize for any inconvenience this may have caused Mr*** to experience
In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr***'s concerns for review and resolutionViaSat has also waived the current balance due of $from his account as of September 22, If Mr***'s concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his accountIn such an event, Mr*** can reference ticket noXXXXXXXX when he calls into ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of this time, no-one from the company has attempted to contact me for the re-installation (10-15minutes to move the dish or feet to the west side of the house as originally agreed upon in the initial site survey)If this is not completed by Oct I will call for termination and expect the terms of this resolution to be abided by
Final Consumer Response /* (3000, 13, 2015/10/19) */
I filed a previous complaint about the installation (Case # ***) where they agreed to waive the amount due if they could not resolve my problem
I filed a previous complaint(Case # ***6)As part of the resolution they agreed to waive the amount due ($140.68) and to waive early termination fees as well if they could not resolve the installation problem by 10/No-one ever contacted me about the problem so on 10/I called to cancel serviceI was told they had till the 16th or I could not waive the termination fees and that they would have someone contact and come out that day to correct itSurprise, surprise, nothing, nada, zipNo-one attempted to call and I was stuck by the phone all daySo I called this morning to cancel and spoke to *** and gave her the number (***) that I was supposed to give and was assured that there would be no charges incurred on my credit card, so I went ahead and cancelled
Well I checked my credit card online this evening
and found that they had billed me anywayI called customer service to complain , and after being put on hold, was told I would have to take the matter up with their legal departmentI have no intention of letting them waste any more of my timeThey have done nothing but lie to me and make excuses from the startI have never experienced such a dishonest company in my life, and I am years old and been around the block a time or twoIn their arrogance they not only lied to me but lied to the representative of the Revdex.com who handled my previous complaint (Case # ***6)Below is their stated resolution to which I agreed on the previous complaint
"In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr***'s concerns for review and resolutionViaSat has also waived the current balance due of $from his account as of September 22, If Mr***'s concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his accountIn such an event, Mr*** can reference ticket no*** when he calls into ViaSat's 24-hour Customer Service Department at ***."
Did you catch thatThey waived the balance due and then charged it to my CC anywayAnd said I would have to take it up with their legal departmentThey lie not only to me but to the Revdex.comThey are arrogantThey cheat and they steal
I am supposed to return their equipmentYou can bet that I will take the box and the equipment to the UPS store where I will document the packing , sealing, and handing it over on videoBecause I just know that they will lie about that tooIt seems to be their modus operandi
I want the $credited back to my CC and for them to never darken my doorstep again
$
Final Business Response /* (4000, 15, 2015/10/20) */
Thank you for bringing Mr***'s rebuttal to our attentionUnfortunately, there is no information listed, so ViaSat is unable to respond accordingly
Our review of Mr***'s account shows that Mr*** called ViaSat to disconnect his account on October 15, However, as he was unable to verify that he was authorized to make changes to his account, the ViaSat representative was unable to move forward with Mr***'s request and advised him to call backMr*** called back the same day to disconnect his account, at which time he was reminded that ViaSat still had until October 16, to resolve his complaint
On October 16, 2015, Mr*** called ViaSat to disconnect his account, at which time his early termination fees were waived in fullOur records show Mr*** was also charged for monthly service in the amount of $ViaSat will issue a refund for this amount as of October 20, Mr*** should be advised that it may take three to five business days for him to see it deposited into his account
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:This company in their response has shown that there is a problem with their serviceA customer has to call and complain this many times is ridiculousIt's funny that they did not indicate the severity of the issues until we pointed it out in our last responseThey didn't tell you that before they tested service they gave additional data in plan to see if that was the issueThey determined that service was still poor even with sufficient data and me going over wasn't t the issueIn fact service was slow on blue sky days alsoThey also stated on taped line that other customers in area were experiencing the same problem that WASN'T weather relatedI'm am requesting a transcript of all recorded conversations between myself and this company for this account.?
Sincerely,
*** ***

Initial Business Response /* (1000, 4, 2015/12/15) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
Mr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a
$monthly equipment lease feeThis service plan offers customers a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps
The Customer Agreement, signed by Mr*** on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedDue 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 activityDuring "peak periods," subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 8:PM to 12:AM, local time, but may vary depending on the area
Our records show Mr*** called ViaSAt on June 13, because he was experiencing an issue with his speeds, at which time he was advised that congestion in his area was impacting his servicesViaSat received another call from Mr*** on June 30, regarding his speedsDuring this conversation, Mr*** was advised that he had exceeded his usage; however, as Mr*** was unable to browse whatsoever, a free service call was provided to himOn July 2, 2015, Mr*** was provided with 1GB of free additional data for his speed and connectivity concernsViaSat's technician went out to Mr***'s home on July 5, 2015, at which time no issues were found
ViaSat was not made aware of any further speed issues Mr*** may have experienced until November 18, 2015, when he called to disconnect his accountAt this time, the ViaSat representative offered Mr*** a free month of service if he would keep his account, and suggested he call in for advanced troubleshooting with ViaSat's Technical Escalations DepartmentMr*** agreed, and a credit of $was applied to his account
Mr*** called ViaSat back on November 19, regarding his speed and connectivity issues, at which time a service call was orderedViaSat's technician went out to Mr***'s home on November 23, 2015; once again, no issues were found with the ViaSat equipmentViaSat received another call from Mr*** on November 29, 2015, at which time he was guided through troubleshooting and advised that there was high congestion in his area
If Mr*** chooses to disconnect his account, ViaSat does not agree to waive his early termination fees in full; however, in order to resolve this issue, ViaSat will waive half of the feeMr*** 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 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 Mr*** would like to move forward with the disconnection of his account, he may do so by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you
Initial Consumer Rebuttal /* (3000, 6, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a job during the day I use my computer mostly between and pmYou stated it, peak traffic is between and I should not have to pay for your service if it is useable during the time I need itIt is you're responsibility to provide proper band width , and you are not and have not since day oneThe last call I made to viasat was during the dayI was at work and a lady called me I missed the call the voice message said to call about my problem so I didIt was about 10am when I called back the guy said I was getting 10mbpsI said "Fine Im at workI'm not using my internet right nowI told him that was the problemYou keep on with the traffic during the time I use the internet like I'm supposed to be ok with thatAt that conversation the guy transferred me to a supervisorThe supervisor put me on hold and never came back
You should quit advertising Excede Super Fast Internet because it is not
In you're response you only listed my calls when I got someone who tried to helpThe free time I got was when I had no internet, it was down completely We have had your Wild Blue at our house on lake Somerville for years my wife uses that for emails and facebook during the day no problemI'm not being unreasonable I want a refundand I want you to take down you're dishI am to old to climb on the roof
Final Consumer Response /* (4200, 10, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will accept your offer with one exception instead of paying halfI will pay you dollars for your cut off expense And agree to the rest of terms you statedYou have someone take down the dish, provide me with prepaid shipping boxes, and let me out of my contractThank you for trying to work with me on this matter***
Final Business Response /* (4000, 12, 2016/01/05) */
As stated in our previous replies, the Customer Agreement, signed by Mr*** on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedOnce again, ViaSat will agree to waive up to half of Mr***'s early termination feesThe approximate early termination fees are $270.00, not including taxes; therefore, Mr*** will be responsible for approximately $135.00, not including taxesIf Mr*** requires assistance with returning his equipment he *** contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXXViaSat is willing to order Mr*** a free service call if he needs assistance
Thank you!

Initial Business Response /* (1000, 5, 2015/09/16) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat does offer unlimited local, long distance, and toll-free calls to all states, the District of Columbia and
CanadaThis includes calls to landlines and wireless and VOIP (voice over IP) linesCalls to other countries will incur additional chargesThe service is only available for residential useThe service has unlimited long distance as long as you are using the Exede voice for non-commercial activities, there is no cap or limitIf you go over 3,minutes in your billing cycle, we'll monitor your traffic patterns and volumes in an effort to determine if you are engaged in non-residential useIf the service is used for commercial or business purposes, it may be terminatedIn order to arrive at a resolution ViaSat has waived the early termination fee for the VOIP serviceThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received service as advertised After adding Exede Voice Service, my invoice increased from $to $ I expect the difference of $to be refunded Also I spent minute of my time on the phone on September 14th, at 9:pm with a representative named *** trying to resolve the problem of lack of service My rate of pay is a little over $per hour I will settle for $for the waste of my time
Final Business Response /* (4000, 9, 2015/09/24) */
Thank you for bringing Mr***'s response to ViaSat's attentionViaSat has agreed to issue a credit of $to the account so that it can be used towards the next billViaSat does not issue refunds for lost wages or time so no refund will be issued at this timeViaSat has now waived the early termination fees from the voice charges and issued a credit of $to the accountViaSat feels this adequately address Mr***'s concernsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s complaint to our attentionWe apologize for any issues she may have experienced.? ? Our records show *** *** purchased ViaSat’s Exede- GB service plan through an authorized ViaSat Dealer on June ? ? *** ***’s service plan is
subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement ? The Customer Agreement commits customers to a 24-month minimum service term; states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term; and authorizes ViaSat to automatically charge the payment method on file for monthly service fees and termination fees.? Customers are advised of these points 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 installation process? Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis 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 data 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 (e.gviewing pictures on *** or through ***)Customers 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? *** *** first contacted ViaSat on July 25, 2017, to discuss the connectivity of her ViaSat account? During her conversation with the ViaSat representative, *** *** was educated that she had gone over her usage which was affecting her speedsBetween this conversation and today, *** *** has contacted ViaSat on fifteen separate occasions regarding the speeds and connectivity of her accountEach time, *** *** was educated that the connectivity issues were directly related to the breach in the Data Allowance Policy ? As of today, September 18, 2017, *** *** has used GB of her GB planLast month, *** *** used GB of her GB plan ? Should Ms***’s current plan not meet her needs, the following plans are also available in her area: ? •? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? Liberty 18GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee •? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty 30GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee? If *** ***’s would like to transition her service to a plan that better meets her needs, or is experiencing any issues with her service she may contact ViaSat’s 24-hour Customer Service Department at ***If Ms*** decides to disconnect her ViaSat account, all applicable early termination fees will apply? 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
As long as the Essential plan still has the free morning zone of 3am-8am, I will be happy with this action
Sincerely,
*** ***
?

Thank you for bringing Ms***’s response to ViaSat’s attention ViaSat shows that the payment of $failed on October 24, on our endThe information that Ms*** has provided will not work for the finance team to investigateMs*** will need to contact Customer Care at ###-###-#### and fax over a running bank statementWe apologize for any inconvenience this may have causedViaSat does not show that a payment was collected and has since removed the amount from collections and placed a $balance on the accountAt this time no refund is due until Ms*** provides the proper documentation to our Customer Service teamThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention.Our records show Ms*** purchased Viasat’s Liberty + Free Zone service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe
apologize if these points were not communicated to Ms*** at the point of sale.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 installation.The Customer Agreement signed by Ms*** *** *** on April 13, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? The Customer Agreement, 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.Ms*** daughter contacted Viasat on April 17, to state that they thought they were receiving ***’s service, but instead were receiving Viasat’s servicesA request to disconnect the account was made, due to misinformation they stated was provided at the point of saleDuring this call, the connection of the call dropped.? Ms*** contacted Viasat again on the same day to again request a disconnection of her servicesMs*** requested a waiver of her early termination fees due to the misinformation she had received at the point of saleA Viasat representative offered to place a complaint with Ms*** dealer, which Ms*** declinedDisconnection disclosures were read, including information about early termination fees, and the disconnection was successfully processed that same dayMs*** requested to speak to a supervisory Viasat representativeAt the time, none were available, and the Viasat representative submitted a request for Ms*** to receive a call back.On April 22, 2018, a Viasat supervisory representative contacted Ms*** to discuss her account as requestedThe representative confirmed that there was nothing wrong with Ms*** service except for the fact that it was not with the company that she had believed she was ordering service fromMs*** stated that she had also been misinformed about her plan price, and stated that she had been promised a $bill for the first three months and $for the remaining months after thatThe Viasat representative confirmed that those prices were correct in regards to promotional discounts that Ms*** was receiving for her serviceMs*** requested that her early termination fees be waived, and the Viasat representative offered to waive half of the fees as an offer of goodwillMs*** declined the offer, and the call was disconnected.On April 30, 2018, Viasat’s systems received a dispute from Ms*** bank in the amount of $44.61, equal to the amount of Ms*** first monthly bill for services renderedThe dispute was reviewed and determined to be valid, and the funds were returned to Ms*** payment method on file.? On May 16, 2018, Ms*** second bill generated in the amount of $for early termination of her Viasat contractDue to a failed payment, Viasat has been unable to take payment for the amount due, leaving it as a past due balance on Ms*** account.In resolution to this complaint, Viasat will agree to waive the past due balance of early termination fees in the amount of $344.03, applied as of June 4, 2018.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.?

Thank you for bringing Mr*** complaint to our attention
Mr*** was receiving ViaSat’s Unlimited Bronze 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 $off his service plan price for three months, as well free EasyCare for the same durationViaSat currently does not have a service plan that offers 30-Mbps download speed at $a monthWe apologize for any frustration this may have caused Mr*** to experience
The Unlimited Bronze Mbps service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming on small screen devices at 360pHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed
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 Mr*** electronic signature on the Customer Agreement dated November 17,
Our records show Mr*** contacted ViaSat on November 20, to disconnect his accountDuring this conversation, he expressed that he felt he had been misinformed at the point of sale, and disputed the Customer AgreementThe ViaSat representative offered Mr*** a service plan transition and a discount of $off his bill per six months, but Mr*** declinedAt this time, the ViaSat representative reviewed the disconnection disclosures and processed the disconnection request
The Customer Agreement 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
As resolution to this complaint and in consideration of Mr*** short term as a ViaSat subscriber, ViaSat has waived his early termination fee as of November 21, Mr*** should receive a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver within a week after his disconnection, but should be advised there may be a delay due to the upcoming holiday
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 confusion or frustration this situation may have caused.? Ms*** contacted ViaSat on May 13, to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was
advised that the account was disconnected; however, due to a system error the account remained active.? Upon receipt of Ms*** Revdex.com complaint, ViaSat looked into the error occurring while attempting to disconnect her accountThis error has since been resolved, and her account has been disconnected as of today, July 29, Additionally, the past due balance of $has been waived, and is not owed by Ms***Her account has not been sent to any outside collections agencies, and when her bill cycles on August 20, 2016; her account balance will be zero.? Again, we apologize for any confusion or frustration this situation may have causedThank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustrating this situation may have caused On April 20, 2016, Ms***’s ViaSat account was suspended due to nonpaymentViaSat was contacted on May 12, to discuss her account, the
information listed on the account, and to have this information changedViaSat did not receive contact from Ms*** again until September 19, regarding this account During her conversation on September 19, 2016, Ms*** was educated on the past due balance and that once the equipment was returned, the past due balance for the equipment and early termination fees ($507.26) would be waivedHowever, she would be responsible for the past due balance of $ As of today, September 21, 2016, ViaSat has not received the leased equipment from Ms***’s ViaSat account *** As a gesture of good faith, ViaSat has waived the fees for failure to return equipment and early termination fees on this accountHowever, Ms*** will be responsible for the past due balance of $She may contact ViaSat’s 24-Hour Customer Service at *** and make the onetime payment to clear the balance 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 caused The Customer Agreement, signed by Ms*** on February 25, 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 accountMs*** called ViaSat on her bill cycle date of May 8, to disconnect; however, ViaSat had already placed for the charge of $to be withdrawn from her account In order to arrive at a resolution ViaSat has issued a refund of the $back to Ms***’s payment methodThis refund will process and show back in Ms***’s account within 3-business daysThank you for allowing ViaSat the opportunity to respond

We apologize for any concerns or frustration *** *** has experienced with the speeds of her ViaSat services? As of today, September 20, 2017, *** *** is receiving average speeds of (download) and 4.07(Upload)*** ***’s speeds are within the range for the service plan? It is our goal to provide customers with the best internet experience possible.? However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, whether at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, ViaSat cannot guarantee any particular speed to a customer.? ? ViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed? On August 16, 2017, *** ***’s usage reset; however, on August 21, 2017, *** *** had gone over her usagePursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not workAs of today, September 20, 2017, *** *** has used GB’s of her GB plan ? Again, we apologize for any confusion or frustration this situation might causeIf *** *** continues to experience issues with her speeds or ViaSat services, she may contact ViaSat’s 24-hour Customer Service ? Thank you.?

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
Our records show Ms*** contacted ViaSat on June 16, because she was experiencing a connectivity issue, at
which time the ViaSat representative guided Ms*** through troubleshootingThe issue was resolved after Ms***'s equipment was rebootedDuring this conversation, Ms*** inquired about moving her service to a new location, and was advised that she would need to contact the authorized dealer she had initially ordered service through
ViaSat received another call from Ms*** on June 18, because she was once again experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required for the issue to be resolved, and one was ordered at no cost to Ms***
Ms*** made another call into ViaSat on July 6, because her services were outAfter troubleshooting, the issue was resolved; however, Ms*** advised she was supposed to have a service call to correct her spotty serviceThe ViaSat representative provided Ms*** with the phone number to her dealer so she could schedule her appointment
ViaSat did not have any further contact with Ms*** until August 10, 2015, at which time she advised that she'd been charged for two months even though her services had not been working properlyA refund request for $124.34the total of two months of servicewas created at this time; the refund was processed on August 19, to Ms***'s payment methodDuring this conversation, Ms*** advised that she was moving to a new home, and was interested in taking the service with herAt this time, the ViaSat representative made her aware of all disclosures, and advised that she would be responsible for returning ViaSat's modem and transceiver via the UPS box supplied by ViaSat
Ms***'s account was disconnected on August 19, 2015, per her requestAt this time, Ms*** requested a waiver of her early termination fees due to the lack of response from the dealer regarding her service callThe ViaSat representative advised that they would escalate the request, but that there was a possibility it would be rejectedOur records indicate that the ViaSat representative did not escalate the request correctlyWe apologize for any inconvenience this *** have caused Ms*** to experienceOn August 24, 2015, ViaSat collected a payment of $from Ms*** for the early termination fees
The Customer Agreement, signed by *** ***, the account holder, on January 22, and available at exede.com/legal, advises that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions to the address on file within a week after the account disconnectionCustomers can request that this equipment return kit be delivered to an alternate address
In order to come to a resolution to this complaint, ViaSat will refund Ms***'s early termination fees of $to the payment method on fileThis refund has been issued as of September 1, 2015; Ms*** should be advised that it may take 3-business days from the issue date for her to see the amount deposited into her accountHowever, as Ms*** was advised on August 10, that she was responsible for returning the ViaSat equipment, ViaSat does not agree to waive the unreturned equipment fee associated with the missing transceiver
If Ms*** requires a new equipment return kit, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX to request a new one
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionViaSat apologizes for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service
term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms*** on August 1, and available at exede.com/legalViaSat apologizes if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposesViaSat was able to pull the sales call and listenDuring the sales call the agent did discuss the Data Allowance Policy with Ms*** and went over packages that would best suit her needs; however, the sales agent did not cover the year agreementIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountMs*** will still be responsible for sending back the equipment using the prepaid shipping label and box provided by ViaSat through UPSThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ViaSat,
I appreciate the respond from the company; unfortunately, the sales representative wasn't too informative with the saleI'm glad the company was able to waive the fees
Have a great day,
Mrs.***
Final Consumer Response /* (3000, 13, 2015/09/15) */
A piece from the satellite dish
I did agree with the company to return the equipment, however, the company is requesting a piece of the dish back, which the technician put that dish plus high on my property
I want the business to come and take off the dish off my propertyFirst the sales rep failed to tell me all the details and agreement of the contract, however, I had no knowledge that I was under contract for plus years The technician put the dish over feet high and it's very hard for me to get up on my houseWhat type of customer service this company is offering to their customers? I called excede on 9/11/15, to please have a technician remove their equipment from my house the same way they come to my house to install the service, per the rep he stated I only have to options either pay their technician to come out or pay the company 125, per the rep either or I not going to benefit I want this dish off my HOUSE! I don't want their equipment I just want to return it ASAP and NEVER do business with this companyPlease have this issue resolve ASAP! This is my property and I want their equipment off my house! I don't want to cause any problems, I just want that dish out!
$
Final Business Response /* (4000, 18, 2015/09/16) */
Thank you for bringing Ms***'s response to ViaSat's attentionViaSat understands that Ms*** is unable to return the tria which is the piece off of the dishViaSat requires both the modem and the tria be returned in order to avoid any future charges to the accountIn order to arrive at a resolution ViaSat will waive the charge of the tria so that Ms*** does not have to return that piecesMs*** will still be responsible for returning the modemViaSat will not be sending a technician to the home to remove the dish, should Ms*** wish to have the dish removed she will need to pay for those servicesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attention.? Our records show Mr*** 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 fee
Due to the fact that Mr*** ordered his service during a promotional period, he is receiving the following discounts: $off for the first three months of service, and a $credit for EasyCare for the first three months of serviceThe 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 provided to each new customer, and signed by Mr*** *** on April 25, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.On April 27, 2018, Ms*** contacted Viasat multiple times in regards to experiencing slow speeds with her Viasat servicesViasat representatives attempted to troubleshoot with Ms***, and it was determined that a service call was required to better understand what was going onThe service call was created that same dayAt the time, no credit was mentioned to Ms***.On May 8, 2018, the service call was completed, with additional work having to be completed by the technician due to a relocation of Viasat’s equipment by an installation of DirectTVThe technican also confirmed a known issue experienced by multiple customers in the same beam as Mr***.? On May 9, 2018, Ms*** contacted Viasat in regards to receiving slow speedsTroubleshooting was performed, which resolved the issueThe Viasat representative assisting Ms*** determined that the satellite may be mispointed, and scheduled a second service call to correct the issueAt the time, the Viasat representative noted that Ms*** would contact Viasat on May 26, to receive a credit for a month of service.On May 17, 2018, a second service call was completed, with the technician having to replace the modem and some of the cabling.? No call was received from Mror Ms*** on May 26, Due to this, the monthly billing generated on May 28, in the amount of $Viasat was successful in taking payment the same day.On June 2, 2018, Ms*** contacted Viasat multiple times in regards to experiencing no connectivityA Viasat representative determined a service call was required to relocate the modem to a more accessible locationMs*** requested a different technician from the one who had originally serviced her, and a Viasat representative submitted a request for a sales channel change to ensure that a closer technician was selected.? However, due to the request being improperly submitted, no change was made to Ms*** accountWe apologize for any inconvenience this may have caused Mror Ms***.? On June 6, 2018, Ms*** request to relocate her modem was completed by a Viasat technician, as well as a repoint of her satellite dish.On June 16, 2018, Ms*** contacted Viasat in regards to experiencing slow speeds with her Viasat servicesA Viasat representative advised Ms*** that a weather outage was occurring at the timeIn addition, the representative advised that Ms*** had used over GB of data during the month, which could cause her speeds to slow due to being prioritized behind other customers’ during network congestionThe Viasat representative asked Ms*** to contact Viasat the next afternoon to complete troubleshooting.? On June 18, 2018, Ms*** contacted Viasat to request a refund of a month of services due to the issues she had experienced with her servicesA Viasat representative advised Ms*** that they could see where a credit had been promised, and Ms*** requested the credit as a refund insteadThe Viasat representative advised that to receive the refund an investigation would need to be conducted, and Ms*** accepted a $credit, with the promise that her account would be reviewed for further creditsThe request for a credit was submitted that day, however due to an error, was not applied to Ms*** accountWe apologize for any inconvenience this may have caused Ms***.? On June 25, 2018, Ms*** contacted Viasat in regards to no connectivity with her internet servicesA Viasat representative advised Ms*** that a weather outage was occurring at the time, and that she had used over GB of data during the month.? In resolution to this complaint, Viasat has processed a refund in the amount of $for a month of services to Mr*** payment method on file, as well as added a $goodwill credit to the accountMr*** should be advised that it may take three to five business days for the refund to be seen in his bank.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.?