ViaSat, Inc.

Thank you for bringing Mc*** complaint to our attention.? Per our previous response, Viasat internally escalated a request for Ms*** to receive a new return kitThis request was processed by Viasat’s logistics team the same day, and Ms*** should have received the return kitWe apologize if Ms*** has not received that return kit yet.? In response to this complaint, Viasat has internally escalated a new request on March 20, for Ms*** to receive a return kit via an overnighted serviceThe request was processed the same dayIf Ms*** would like to track her package, she may refer to tracking no***.? At this time, Viasat believes that all appropriate actions have been takenIf 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 Ms***’s complaint to ViaSat’s attentionWe apologize for any confusionOur records show that Ms*** purchased ViaSat’s internet service and had it installed on August 25, 2016.? At the time of sale, customers are informed that if they rent their property, they
need to have their landlord’s permission before installation.? ViaSat was not informed by Ms*** that the service installation was not approved by you and thus ViaSat installed the service as authorized by Ms***.? Each customer has access to ViaSat’s Customer Agreement at ***.? 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 installationThe Customer Agreement is electronically signed by customers during the service installation process.? An account cannot be established without the customer’s electronic signature.? Our records show Ms***’s electronic signature on the Customer Agreement dated August 25, ? ? On August 26, 2016, Ms*** contacted ViaSat to request the disconnection of her ViaSat accountDuring this conversation, Ms*** was advised of the early termination fees that would apply should she move forward with the disconnection of her ViaSat accountMs*** advised that she would like to disconnect her ViaSat accountIf 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 termAt the time of disconnection, Ms*** was advised that she was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she would 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 was delivered to her home address within a week after her disconnection, and it will include return instructionsOn August 28, 2016, ViaSat collected $from Ms*** for the early termination feesThen on September 28, 2016, Ms*** was charged $for failure to return the leased ViaSat equipment As a gesture of good faith, ViaSat will agree to refund Ms*** the $for the early termination feesHowever, ViaSat does not agree to refund the $for failure to return the leased equipment until the equipment has been returnedThe refund of $will be issued to the payment method on file as of September 29, Ms*** should receive this refund within three to five business days If Ms*** needs additional labels and boxes, please have her contact ViaSat’s 24-hour Customer Service Department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr*** is receiving ViaSat’s Liberty GB service plan at $a month, plus applicable taxes and a $monthly equipment lease fee Mr
***’s Exede Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant 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 resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr*** on February 29, 2016.? ViaSat does not offer an unlimited service planThe 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 so.? Our review of Mr***’s account as of April 5, shows that Mr*** has used GB of the availableHis usage is set to reset on May 1, Mr***’s previous bill cycle shows that GB of the available were usedMost of Mr***’s usage is coming from httpsViaSat has researched this issue and had their Network Operations team look into this and they were unable to detect any issuesViaSat is not showing any usage issues as different sources are showing the same data Mr*** will want to do some research on his sideFor example last month GB of download and GB of upload were consumedWeb Browsing was GB’s and which were HTTPS sitesThe next biggest usage type is storage at GB’sIf Mr*** is using this service for VPN purposes, ViaSat does not recommend the service for VPN usageMr*** should check the browser history and download files as he would have better visibility than ViaSat does to the HTTPS sites as to where the data is goingThe dates Mr*** would want to start with are 4/4, 3/10, 3/ViaSat is showing the following devices connected: *** ** computer*** smartphonesAnd one unknown device.? ViaSat does not agree to issue back any refund for the services that were used and no extra data will be providedIf Mr*** feels that the service is not going to meet his needs or expectations ViaSat is willing to let Mr*** out of the contract with no early termination feesShould Mr*** wish to disconnect the account he can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

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

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***? Per the response received from ViaSat, *** *** did not sign anything at anytime in conjunction with the order for services, the installation of services or at any other time? After receiving my confirmation letter from DirecTV which stated I initiated the request for services, and after the technician installed the services, I signed the documentation with my signature, not ** ***, I believe that ViaSat continuously fabricates their information? I wish to see the documentation they have with *** *** signature and not mine? ? To further assist in complaints against ViaSat, we did agree after discussions with ViaSat, to keep the account in *** ***'s name? We have been totally dis-satisfied with the quality of service provided by ViaSat? The installation technician stated we would not have any problem connecting in our bedroom, We never got satisfactory service in the bedroom? We constantly complained about slow internet speed, we signed up for speed up to Mbps and constantly was seeing speeds in and around 5-Mbps? On the 9th we were informed that we had expended our GBs of data and thus we would not see an increase in speed until after the next billing cycle? On at least one occasion, I specifically requested to speak with a supervisor and was informed that the supervisor refused to speak to me? ? I do not intend to disconnect the service, vice I will continue to hound customer service to try and receive the service that we are paying for? I will further continue to complain with the Revdex.com if the service remains substandard? I will, however insist that they remove their advertising signage from being proximal to my property? I do not wish to advertise for a company with such shoddy customer service and poor quality of service that they are providing? If we provided the type of customer service that they are providing, I would be forced to close the doors to my business within days.? ?

Thank you for bringing Ms*** 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 limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on December 7, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** called ViaSat on December 8, as she was unsatisfied with her services since the time of installation and was under the impression that she would be receiving a modemDue to this information, Ms*** account was disconnectedHowever, Ms*** was advised of the early termination fees that would apply
Given the short amount of time Ms*** ViaSat account was active and in order to bring this complaint to a resolution, ViaSat will agree to waive the pending charge of $If Ms*** returns all leased equipment, no further charges shall occur from ViaSat
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 Ms*** contacted ViaSat’s customer service department on February 4, to discuss the disconnection of her ViaSat account as she believed she
was misinformed at the time of saleDuring her conversation with ViaSat’s customer service department it was agreed that her account would be disconnected with no early termination fees, and a service call scheduled to retrieve the leased equipment with waiver of the $service call charge The Customer Agreement signed by Ms*** on February 03, 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.? As ViaSat has already issued a free service call to retrieve Ms***’s leased equipment, and waived approximately $360.00, not including taxes in early termination fees, ViaSat does not agree to refund Ms*** the $collected on February 3, However, ViaSat will agree to refund $of the $collectedA refund of $will be issued to the payment method on file and should be received within three to five business daysThank you for the opportunity to respond.?

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
Pursuant to the Customer Agreement, signed by Mr*** on November 13, and available at
exede.com/legal, ViaSat's subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxesA prepaid UPS box and illustrated instructions, supplied by ViaSat, is delivered to a customer's home within a week after their disconnection for the return of the equipment
Our records show Mr*** contacted ViaSat on June 23, with questions about disconnecting his account because he would be moving soonDuring this conversation, the ViaSat representative advised Mr*** that if he disconnected his account, he would be responsible for returning ViaSat's modem and transceiver within days and that he would be charged an early termination fee of approximately $Mr*** advised that he would call back to disconnect
ViaSat received another call from Mr*** on July 16, because he'd been charged $when he hadn't had serviceMr*** advised that he believed his account had been disconnected even though he said he would call backAt this time, the ViaSat representative advised Mr*** that his account was still active and processed the disconnection for him, per his requestWhen Mr*** asked for a refund of the $60.78, he was advised that ViaSat did not refund for prepaid services and that ViaSat had not been informed of any service issues he'd experienced prior to this interactionPer his request, the ViaSat representative escalated a request for the equipment return kit to be sent to the following address:
*** E *** ***
*** ***
*** ** XXXXX
Our records show ViaSat alerted UPS of the address change on July 17, Review of the tracking number (no1Z6ERXXXXXXXXXXXXX) shows that UPS attempted to deliver to Mr***'s home, but there was an issue with his apartment numberUPS attempted to contact Mr*** to update the address in their systems, but there was no responseThe UPS box was returned to sender on August 5,
The Customer Agreement 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
On August 16, 2015, ViaSat collected a payment of $for Mr***'s early termination feesViaSat was advised on August 19, that Mr***'s equipment had not been returned; subsequently, on September 16, 2015, ViaSat collected $in unreturned equipment fees from Mr***
Mr*** contacted ViaSat on September 17, regarding the charge, at which point he advised that he had never received the box to return the equipmentThe ViaSat representative requested a second box be delivered to the above-mentioned addressThe request was placed to UPS on September 21, Once again, issues with Mr***'s apartment number prevented UPS from delivering the shipment, and the box was returned to sender on October 9, This was explained to Mr*** during a conversation with a ViaSat representative on October 13,
As UPS has been unable to deliver the equipment return kit to Mr***'s home, it is recommended that he provide an alternate physical address to which the box can be sentMr*** can provide this address by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
In order to come to a resolution to this complaint, ViaSat will refund Mr*** for the unreturned equipment fees of $and the monthly service fee of $paid on July 16, This refund has been issued to Mr***'s payment method as of October 14, Mr*** should be advised that it *** take three to five business days for the amount to be deposited into his account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My address as listed as, once again, incorrectI included my apartment number on both occasionsHowever, the number is failing to be seen hereThat being said, I accept the return of the sum offeredIf the equipment would still be returned I would like to do so

In ViaSat’s previous response, ViaSat has not been able to troubleshoot on Ms*** services since November 11, Ms*** did contact ViaSat again on April 12, 2016; however, she was unable to complete any troubleshooting steps that might have resolved any issues she might have been experiencing Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact the web browsing and speeds of network subscriber in the affected spot beam areaDuring "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 areaMs*** may view ViaSat’s Network Management Policy for further explanation of the policy on www.exede.com/documents/master/network-management-policy.pdf As of today, April 21, 2016, ViaSat reviewed Ms*** account and does not see that her services are being affected by weather or congestion within her areaCurrently, Ms*** has utilized GB of her GB Freedom plan If Ms*** needs a service call to address any of her issues, please have her call ViaSat’s 24-hour Customer Service at 1-855-463-and reference ticket number Thank you

?
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***’ rebuttal to our attention
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 speedViasat discloses at the point of sale and in its Customer Agreement, signed by Ms*** on January 13, 2018, that speeds may vary and are not guaranteed
Further review of Ms***’ account shows that she called on January 21, advising that she was experiencing slow speedsShe also advised that she’d attempted to transition her service to an unlimited plan, but was unsure if it had processed throughUnfortunately, the call dropped before Ms*** could be fully assistedMs*** called back shortly after for assistance; however, the call quality was poor and the line ended up droppingWe apologize for any frustration this may have caused Ms*** to experience
Ms*** called back again the same day, at which time the Viasat representative reviewed the plans available to Ms***, at which time she elected to transition to Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs this service plan required a new modem, Ms*** was informed that one would be delivered to her for self-installationDue to a backlog in orders, there was a delay in the shipment and delivery of the new modemWe apologize if this was not communicated clearly to Ms***
The Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
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 new modem was installed at Ms***’ home on February 20, Ms*** called Viasat on March 12, because she was experiencing slow speedsAt this time, she was informed that she had reached the GB data threshold and her service had been de-prioritized, as described above and in the Customer AgreementThe Viasat representative also informed Ms*** that network congestion in her area was impacting her serviceThe representative guided Ms*** through troubleshooting to see if her speed of service would increase, but the issue persisted
Ms*** called on March 16, 2018, at which time her account was disconnected, per her request
Regarding Ms***’ claim that Viasat was going to charge her $in service coverage fees, Ms*** was not charged any such monthly fee, nor was she receiving Viasat’s EasyCare program at $a monthViasat does not have a $service coverage fee
Per our previous reply, Viasat has issued Ms*** a refund of $for a monthly service fee collected on March 16, Viasat has also waived half of her early termination fees of $328.55, leaving her responsible for early termination fees in the amount of $Viasat does not agree to waive the full amount of Ms***’ early termination fees
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,
Christopher Leonard ? P.SMy debit card is cancelled and they must credit my account with First Midwest Bank of Dexter for 74.52, since I? now have a new debit card number.? Thank You

Thank you for bringing Mr*** rebuttal to our attention.? The Customer Agreement provided to each new customer, and signed by *** *** on March 10, 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 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.? ? As stated in the response to Mr***’s complaint, $has been credited to his account for the service interruptions that he experienced.? As a resolution to this rebuttal, Viasat would like to offer Mr*** the option of disconnecting his account with no early termination fees.? Per Viasat’s policy, a customer must call into to customer care to officially request disconnection of the account so that all required disclosures can be read.? This also provides the customer with the opportunity to ask questions about the disclosures before finalizing the disconnection of the account.? If Mr*** would like to take advantage of this opportunity, he may contact our hour customer service hotline, 1-855-463-9333, and reference ticket number ***.? ? 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 they follow along with their word and my dad doesn't get paid back
Sincerely, ***?
*** *** ?

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
Due to an error, the requests that ViaSat placed on the two erroneous accounts (*** & ***) to have the unreturned equipment fees waived in full
were cancelledSubsequently, the was charged $in unreturned equipment fees on March 1, (***) and March 24, (***)As there was no payment method on file for either account, no payments were collectedOn March 21, 2017, account no*** was sent to outside collections
As resolution to this complaint, ViaSat has waived the balance due of $from account no***, and has escalated for account no, *** to be removed from collections with the balance due waived in fullThese requests have been made as of today, April 11, ViaSat did not report Ms***’s account to any credit agencies
We apologize for any frustration she may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMs*** called ViaSat on 2/12/to disconnect the accountAt that time Ms*** was advised that she would need to send back two pieces of equipment (modem,
tria), in order to avoid any unreturned equipment chargesMs*** advised ViaSat that the tria was located on her two story roof and she would not be able to reach itViaSat offered to send a technician out to the home to retrieve the tria for a cost of $95; however, Ms*** declined and asked for this fee to be waivedViaSat has already agreed to waive half of the early termination fees from the account and per the signed customer agreement it is Ms*** responsibility to make sure the equipment is returnedIn order to arrive at a resolution ViaSat has agreed to waive the charge of the tria so that Ms*** does not need to go on the roof to remove the pieceShe will want to make sure she uses the box to send back the modem so that she is not charged for that piece of equipmentThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
The Customer Agreement, signed by Ms*** on September 12, 2015, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to return the equipment will result in
an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a *** box and free return shipping label within a week after disconnection, which also includes illustrated instructions
Our records show Ms*** disconnected her account on October 14, Viasat received notification on October 26, that she had returned the transceiver, but had returned a third-party router in lieu of the Viasat modemSubsequently, on November 16, 2017, Ms*** was charged $in unreturned equipment lease feesMs*** called in the same day, at which time she was informed that the modem had not been returnedA second equipment return kit was requested to be sent to Ms*** for the return of the transceiver
Between December 4, and January 26, 2018, Ms*** called in numerous times regarding the return of her modem and to request a refund of the $unreturned modem feeSeveral requests to have the modem tracked were escalated, the results of which showed that Viasat did not have record of the modem being returned
As of January 29, 2018, Viasat does not have any record of the modem being returnedHowever, as resolution to this complaint and as a gesture of goodwill, Viasat has issued a refund of $to Ms*** payment methodMs*** should be advised that it may take her three to five (to 5) business days from the issue date for her to see the $deposited into her account
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 herAt 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 March 1, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionWe understand Ms*** is stating that the technician that came to her home bad-mouthed the service and the provider and ViaSat will be following up on that complaintIn order to arrive at a resolution ViaSat is agreeing to issue a refund of $for the charged early termination fees; however, the installation fee of $will not be issued backOnce the service is installed the installation fee is non-refundableMs*** will see the refund of $back within 3-business days to her payment method Please make sure to use the prepaid shipping label and box provided to send back the necessary equipment in order to avoid any future chargesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised 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 Mr*** on January 12, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to his satisfactionMr*** called on January 14, to disconnect the account as it was not going to meet his needs or expectationsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceMr*** will be responsible for using the return label and box to ship back the equipmentThank you for allowing ViaSat the opportunity to respond