ViaSat, Inc.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused.Mr*** was advised in his first Revdex.com complaint filed on January 3, that he would be refunded $This refund was processed back to the payment method on January 13, and Mr*** should have seen this refund back within 3-business days if he has not he will need to contact Customer Care at *** and fax over a bank statement showing the refund was not processed.Mr*** was advised that half of the early termination fees would be waived and this request was placed on the account; however, the adjustment was cancelled which led to Mr*** being charge in full for $We apologize for any inconvenience this may have caused.In order to arrive at a resolution ViaSat has issued a refund of $back to Mr*** today January 23, and he will see that within 3-business daysViaSat will also agree to refund any fees that Mr*** may have received from his bank due to the chargeMr*** will have to contact Customer Care at *** and fax over his bank statement showing the overdraft charges.Thank you for allowing ViaSat the opportunity to respond.? ? Tell us why here

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

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 attentionWe apologize for any frustration he may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is
further addressed in ViaSat’s Customer Agreement signed by Mr*** on November 1, and also available at exede.com/legalAll 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 Mr*** at the point of sale
Mr*** was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly priority data; download speeds up to Mbps; upload speeds up to Mbps; and a Liberty Pass, 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
Our records indicate Mr*** contacted ViaSat several times between November 15, and December 13, regarding his monthly priority dataEach time, Mr*** was informed of ViaSat’s Data Allowance Policy and provided with tips on how to conserve his data
On December 19, 2016, Mr*** called to disconnect his account, advising that he felt he had not been fully informed of the service at the point of saleAt this time, the ViaSat representative escalated a request to see if Mr***’s early termination fees could be waived before processing his disconnection requestThe request for the waiver of the early termination fees was denied on December 20, as the fee was considered valid
ViaSat charged Mr*** $in early termination fees on January 4, 2017, but the payment failedOn January 27, 2017, ViaSat received a chargeback of $from Mr***’s financial institution for monthly service fees collected on December 4, At this time, a refund for the amount was issued to Mr***’s payment method; however, because the charge was considered valid, it was added to the existing balance due
Mr***’s account was referred to outside collections on February 6, for further action on the total balance due of $Mr*** called regarding the collections balance on February 7, 2017, at which time he was reminded of his signed Customer Agreement
As resolution to this complaint, ViaSat has escalated to have Mr***’s account removed from outside collections as of May 8, with the balance due waived in full
We apologize for any frustration Mr*** may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with 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 Mr*** 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 Mr*** on July 22, and available at exede.com/legalWe apologize if Mr*** feels these points were not communicated to her satisfactionViaSat’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*** 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 AgreementOn July 24, 2016, Mr*** contacted ViaSat to discuss his account and the Data Allowance PolicyDuring his conversation, Mr*** was educated on the Data Allowance Policy and the Early Termination Fees should he wish to disconnect his accountMr*** requested to speak with a supervisor; however, one was not available at this time and he was advised that one would contact him back at a later timeWe apologize if Mr*** did not receive a call back from a ViaSat supervisor In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will also be responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr*** would like to have his account disconnected, he may contact ViaSat’s 24-Hour customer service department at *** and reference ticket ***

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
The Customer Agreement, signed by Ms*** on November 23, and available at exede.com/legal,
states that subscribers 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 taxesCustomers are reminded at the disconnection of the account of the equipment return requirementsViaSat supplies customers with a UPS box, free return shipping, and illustrated instructions for the return of the equipment within a week after the disconnection
Ms*** contacted ViaSat on July 27, to disconnect her accountOur review of this conversation shows that the ViaSat representative advised Ms*** of all pertinent disclosures, including the equipment return procedures as described aboveMs*** requested that ViaSat send the UPS box and free return shipping label to her new address
On August 12, 2015, Ms*** called ViaSat to advise she had failed to retrieve the transceiver, at which time she was reminded of the Customer Agreement and ViaSat's equipment return policies
As Ms*** was, in fact, advised that she would need to return the transceiver, ViaSat does not agree to waive the unreturned equipment fee associated with that piece
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was advised after I have already movedThey had me sign an electronic agreementSo I had nothing to reference to, that is why I called right before I movedThe representative at that point DID NOT advise me regarding the TRIAShe told me it would take a few days for the box to come to me, so I did not cancel the service at that point because I was not staying at the residence long enough to receive the boxAfter I have already moved that is when they advised me the fact I need to return thatThe fact that they had me sign an agreement electronically should have been my sign to RUN at that point
Final Business Response /* (4000, 9, 2015/08/24) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, ViaSat listened to the recording of Ms***'s disconnection call on July 27, 2015, at which time it was confirmed she was correctly advised by the ViaSat representative that the transceiver would need to be returnedTherefore, the charge for the unreturned transceiver is valid and will not be waived
Thank you for 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

Thank you for bringing Ms*** complaint to our attention.? The Customer Agreement signed by Ms*** *** on June 12, 2015, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? On October
31, 2016, Ms*** contacted Viasat to request a disconnection of her services since she was movingThe Viasat representative assisting her offered Ms*** an opportunity to retain her services and move them, which Ms*** acceptedHer plan was placed into Viasat’s Hibernation plan, which allows customers to temporarily and voluntarily suspend their services due to vacation or other circumstancesThis plan can only be applied to an account for a total of days, and if an account is not transitioned away from the vacation plan after that time limit, the account is transitioned to the lowest service plan availableThis was completed for Ms*** account on May 5, as Viasat had received no contact from Ms***.On January 16, 2018, Ms*** contacted Viasat to request a disconnection of her services, and requested a refund of the amount of $that had billed that day for servicesMs*** account was successfully disconnected, however her request for a refund was incorrectly denied.? In order to bring this complaint to resolution, Viasat has processed a refund of the $that billed on January 16, This refund was processed on February 2, 2018, and Ms*** should see the funds returned within the next three to five business days.? Ms*** is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she 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 her home address within a week after her disconnection, and it will include return instructions.If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

Complaint: ***
I am rejecting this response because:Apparently there is some clarification needed:1) Let start by clarifying that the plan I am is not a $plan, the plan is called Exede- 25GB and the cost is 129.992) Who is Mr***s?3) Before we start talking about educating anyone you should get your information together about items # and # above, then try to find a way to help an almost year customerI do not need to be educated by ViaSat customer service, my mom and dad did that a long time already.4) I know how to read in English and I have read the contractThe issue is not the contract, the issue is their claim that I used that amount of data and they cannot prove it to me or to any other costumer that have the same complaint.5) Perception is realityThe perception I am getting is that ViaSat “meter” do not have accurate information and customers are not been provided with any information to corroborate that6) In so many years using this internet service now suddenly my data usage went upI am not satisfied with their answer
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It's stated I was told about a disconnect fee, up front not true they waited to tell me about it after it was off when I was transferred to a supper visorI would of kept the service over paying a fee for disconnectingthe installer was not informative all he said was if I had any questions call the office "all he new was how to install it" doesn't seem fair that getting this charge, the service is in my dads name and I signed to approve the installation of the dish on the roof that's all I signed foras far as I knew at the timeand of course I have no proof i'm a vet living on a disability pension I don't have a lot of money to throw away so I wouldn't of had a choice but to keep the internet service?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: When I placed an order for this internet service, I have clearly mentioned that I work remotelyIf there is interruption regularly to the internet service, my work is disturbed and my job will be at stakeI am the bread winner for my family here and in home countryIf my job is affected my whole family will be in troubleThat's I don't want to take that risk on my family with this internet serviceI have attached the speed test took some time back and it is not even mbpsI find it difficult everytime when I use this service for my workAlso now only I came to know if there is any bad weather in via sat location my service will be interruptedI have not been told about thisFirst time I typed my response and when I click to proceed, the service is down and I need to retype the whole thing nowSo my humble request is to close the service without the penalty of $as lot of things were not told upfront which I feel cheatedAlso Via Sat is offering me $credit which makes me feel very badAppreciate your support in this regard
Sincerely,
*** *** ***

Thank you for bringing Mrs*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedThe Customer Agreement provided to each new subscriber, signed by Mr*** on July 2, and also available at ***, 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 On July 8, Mrs*** spoke with a ViaSat representative who did advise her that should ViaSat be unable to resolve her connectivity issues and she chose to disconnect her account, the early termination fees would be waived in their entirety ViaSat received a call from Mr*** on July 11, 2016, to request the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr*** was advised that only half of the early termination fees would be waived and not half.? We apologize for any confusion or frustration this situation may have caused On August 15, 2016, Mr*** did contact ViaSat to make a onetime payment of $for the early termination fees and the remaining balance of $was left on their account In order to bring resolution to this complaint, ViaSat has waived the current balance owed of $and requested to send a refund check for the payment of $collected on August 15, As ViaSat does not have a payment method on file, the refund has to be issued via a checkThe refund check should be received by Mrand Mrs*** in two to three weeks Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Mrand Mrs***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our
Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mrs*** on August 18, 2015, and it is 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 usage
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mrand Mrs*** are currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsCurrently, Mrand Mrs*** have used GB of their GB monthly data usageThe following service plans are also available in Mrand Mrs***' area:
Essential GB -$49.99/month
Liberty GB - $69.99/month
Liberty GB - $99.99/month
Liberty GB - $149.99/month
If they have any further questions or concerns regarding their monthly data usage, or would like to transition their account to a different service plan, Mrand Mrs*** may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXXIf they choose to transition their service to a different plan, ViaSat is willing to provide them with a discount of $off of their bill per month for monthsIf they would like to take advantage of this offer, Mrand Mrs*** should reference ticket noXXXXXXXX when they call into Customer Service
If they would like to disconnect their ViaSat account ViaSat does not agree to waive the early termination fees in their entiretyHowever, ViaSat does agree to waive half of the early termination fees of approximately $345.00, not including taxesIf Mrand Mrs*** wish to move forward with the disconnection of their account, Mrand Mrs*** may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX
Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept response
Their sales person misrepented them, I know it was
verbal
The people that installed the system said the same thing that the salesman told us
We would get to Mbps until our data was use up and then it would cut back to Mbps and remain at Mbps until next billing cycle then go back to to Mbps and that's the way it would work
According to them we use the data up in less than a week
Cp's slowed down I called office in Houghton Lake they said there was no such plan that salesman quoted us
I ran speed test and we were getting Mbps
these people came to us to sale this plan we didn't contact them !!!!!
I found two other people in the area that just had these dishes installed , they were told the same thing salesman told us .the one lady called Viasat to complain and was told it would cost her $ to cancel out
We didn't ask these people to stop and lie to us so we would sign up with them
All we want is for them to get their junk out of yard
I don't feel we owe them anything if they hire people to go out and lie to folks to get them in a contract
We would agree to the first months fee but that is it
If this isn't settled here I am checking out small claims court , I believe I can find enough people in the area that was told the same plan
And further more I called the office in Houghton Lake to complain and was told there was no such plan that salesman sold us , I ask to speak to salesman they said he wasn't in .ask for his phone # they wouldn't give to me I gave them mine to give him to call me Haven't received a call as of today
This is no way to run a business ( lies and deceit
I checked reviews for Ecede internet , I should have done this before we had this installed
Out of all reviews there were very few happy customers
If they agree with what I have outlined we are done if not I take it as far as I can
I am thankful for the Revdex.com
*** J***
Final Business Response /* (4000, 9, 2015/09/01) */
As stated by ViaSat's previous reply our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mrs*** on August 18, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The Customer Agreement signed by Mrs*** on August 18, (available at exede.com) states that ViaSat does not guarantee the service will be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayWe have included the signed Customer Agreement for Mrand Mrs***'s review
Again, if Mrand Mrs*** wish to disconnect their ViaSat account they can do so by contact ViaSat's customer service department directly at XXX-XXX-XXXX and reference ticket XXXXXXXX In order to resolve this complaint ViaSat will agree to waive the applicable early termination fees and it will be notated in ticket XXXXXXXX; however, Mr*** is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return
Thank you

Complaint: ***
I am rejecting this response because:I filed a complaint on 6/11/and was told I wasn’t going to be charged the cancellation fee of $and low and behold my credit card was charged for this amount on 6/?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:? As of today, December 27, 2016, I still have not received my refund.? The dates they provided and saying it was only days are incorrect.? I have been attempting to get my refund since November 29, ?
Sincerely,
*** ***

Thank you for bringing Ms***’ complaint to our attention.Viasat does not recommend the use of virtual private network (VPNs) or remote computer access applications with Viasat’s service.? Customers are informed at the time of sale that Viasat’s service may not work well with such
applications.? In addition, Section of the Customer Agreement signed by Ms*** *** on February 6, 2018, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.”The Customer Agreement, also available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Ms*** was receiving Viasat’s Unlimited Data Bronze Mbps 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.***, 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 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.Ms*** contacted Viasat on March 1, in regards to receiving slow speeds with her planAt the time, Ms*** had used approximately GB of her unlimited dataShe was advised that since she had gone over the GB threshold, her usage could be prioritized behind that of other customersMs*** requested to disconnect her services, and was advised of early termination fees that would applyMs*** requested a waiver due to misinformation she stated she received at point of saleShe also stated that she used a VPN service during her work at homeA Viasat representative advised Mr*** of how a VPN service could work with Viasat’s services, and Ms*** again requested a waiver of early termination feesMs*** was correctly advised that her early termination fees would be valid, but that an internal investigation would be completed in regards to her saleMs*** was read disclosures, including information about early termination fees and the return of equipment, and the request for her future dated disconnect was successfully processed.On March 6, 2018, Ms***’ account was successfully disconnectedOn March 8, 2018, Ms*** was billed $in early termination feesThe amount was not successfully collected until April 6, 2018.? In resolution to this complaint, and as an offer of goodwill, Viasat will agree to refund half of Ms***’ early termination fees in the amount of $Viasat has processed this refund as of April 10, 2018, and Ms*** should see the funds within the next three to five business days.? If Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-866-463-9333.? Thank you for the opportunity to respond.?

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat’s Data Allowance Policy
Ms*** is currently receiving ViaSat’s Liberty GB ??" Boost + plan at $a month, plus applicable taxes and a $
monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at download speeds up to Mbps and upload speeds up to 3Mbps 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 Ms*** on August 12,
ViaSat received a call from Ms*** on August 29, because her speeds were slow, at which time it was determined that she had exceeded her monthly Priority DataDuring this conversation, the ViaSat representative reviewed ViaSat’s Data Allowance Policy with Ms*** and advised her that she could transition her service planAs Ms*** was not home at the time of the call, she advised she would call back to either transition her service plan or disconnect her account
Ms*** called back on September 1, 2016, at which time she requested the disconnection of her account due to the data limitations and the cost of monthly serviceDuring this conversation, Ms*** expressed her concerns that she had not been informed of the Data Allowance Policy at the point of saleMs*** was advised that she would be charged early termination fees if she disconnected service, and it was recommended that she reach out to *** regarding her point of sale concernsMs*** advised that she would call back and ended the conversationHer account remained active
A second call was received from Ms*** the same day, at which time she once again requested the disconnection of her accountThe ViaSat representative advised Ms*** that she could transition her service plan to one that better suited her needs, but Ms*** declined and requested to speak to a supervisor regarding the early termination fees
During her conversation with the ViaSat supervisor, Ms*** was offered a monthly discount of $off her bill per month for months if she would retain serviceThis offer was declinedMs*** also declined to transition her service plan and an offer of GB of free additional dataAt this time, the supervisor informed Ms*** that the early termination fees would be valid, pursuant to the Customer AgreementThe supervisor also discussed the Data Allowance Policy, sales disclosures, and welcome email that ViaSat sends to all customers with Ms***Ms*** advised she would be disconnecting her account on or before September 15, 2016, to avoid being charged for another month of service
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, ViaSat will agree to waive Ms***’s early termination fees in full, provided that she disconnects prior to September 16,
Ms*** is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she 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 her home address within a week after her disconnection, and it will include return instructions
If Ms*** would like to move forward with the termination of her service, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### in reference to ticket no***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/13) */
Thank you for bringing Mr***' complaint to our attentionWe apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy
Mr*** also filed a complaint through the Federal Communications Commission on
August 12, regarding this same information
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr*** on August 2, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost
Mr*** is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsThe following service plans are also available in Mr***' area:
Exede GB - $69.99/month
Exede GB - $129.99/month
Our records show Mr*** contacted ViaSat on August 4, regarding his data usageDuring this conversation, Mr*** was advised that he had used percent of his GB allowance, but the representative informed him that they were unable to view the traffic categories at that timeMr*** requested to speak with a supervisorThe ViaSat supervisor advised Mr*** to call back in hours to review his usage As a gesture of good faith, the ViaSat supervisor provided Mr*** with GB of free additional data
Our review of Mr***' account shows that as of August 13, 2015, that Mr***' usage is largely going towards Storage (Online Backup) The majority of his usage did occur on August 4, and August As a gesture of good faith, ViaSat will provide Mr*** with GB of free additional data
If he has any further questions or concerns regarding his monthly data usage, or would like to transition his account to a different service plan, Mr*** may contact ViaSat's 24-hour Customer Service Department at 1-855-463-If he chooses to transition his service to a different plan, ViaSat is willing to provide him with a discount of $off of his bill per month for monthsIf he would like to take advantage of this offer, Mr*** should reference ticket noXXXXXXXX when he calls into Customer Service
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked Viasat for contact back to me directly and two times mentioned above I was promised a call back with explanations for our internet usage I have yet to be contacted directly Viasat has a problem with being able to prove the customer has used the data plan accurately They cannot give adequate explanation for using 100% of a data plan within a hour period when my /our month history clearly shows we have NOT done this (used 100% of the plan in hours) in any past month's data plan
Final Business Response /* (4000, 9, 2015/08/24) */
We apologize if Mr*** was advised by a customer care representative that he would be contacted back, and this was not completedAs stated in our previous reply, our review of Mr***' account shows that as of August 13, 2015, that Mr***' usage is largely going towards storage (e.g., online backup)The majority of his usage occurred between August 4, and August 5, As a gesture of good faith, ViaSat did provide Mr*** with an additional GB of free dataWe encourage Mr*** to review any programs that require online backup as this is what appears to have caused the high usageAgain, we apologize for any confusion or frustration this situation may have causedThank you!

yes I did make the call on may 29th and was unhappy with my serves just having a few days after it was installed? then I called in july with the same problem, my husband was on the phone with tech support for hours and nothing was resolved and still poor service? Even the Tech was rude to my husbandWe even kicked off the internet with just Emails and I am pay over dollars for that? I have taken all of my electronic devices off the wifi so we can use the internet and its still bad? why do I have to pay for poor service.?