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

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.? Our records show Ms*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to Ms*** ordering her service during a
promotional period, she is receiving $off for the first three monthsMs***‘s Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploads.? Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets.? When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.? Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by MsJennifer *** on April 28, 2018.The Customer Agreement provided to each new customer, 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.At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees and Data Allowance Policy.? Each of these points is further addressed in Viasat’s Customer Agreement.? Our records show Mr*** 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.At the time of sale, Viasat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area.? Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area.Viasat makes every effort to accurately communicate current service coverage availability.? We apologize for any oversight by Viasat in communicating to Ms*** that unlimited coverage was available in her area and for any frustration this may have caused Ms***.? On May 11, 2018, Ms*** contacted Viasat in regards to her data usage, and requested to disconnect her servicesA Viasat representative offered to remove Ms*** data restriction by offering her free GB, which Ms*** acceptedShe chose not to proceed with the disconnection of her account.? Viasat believes in a consultative sales process and it is not Viasat’s intent to sell services to customers that are a poor fit for a data limited service.? If Ms*** has other Internet service options that she would rather have than Viasat’s, she may disconnect her account and Viasat will agree to waive half of her early termination fees.Should Ms*** wish to take advantage of this offer, she 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.?

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat
ViaSat does not recommend the use of Virtual Private Networks (VPN) applications with ViaSat’s serviceSection of the Customer Agreement, signed Nancy
Soltow, authorized signer, on March 4, 2016, clearly states, “VPN applications may not perform or may perform poorly and are not recommended.”
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 AgreementPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
Ms*** was receiving ViaSat’s Liberty 18GB at $a month, plus applicable taxes and a $monthly equipment lease feeBecause Ms*** ordered this service plan under a promotional offering, she was receiving 36GB of priority data per month for the first three months, after which it would revert to the advertised 18GB of dataIt also came with a promotion of $off the bill per month for three monthsThe Liberty service provides download speeds up to 25Mbps, upload speeds up to 3Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data
Our records show Ms*** called ViaSat on March 7, because she had exceeded her monthly priority data and had been slowedAt this time, she advised the ViaSat representative that she did not believe the service would meet her needs as she needed the internet for workThe ViaSat representative provided Ms*** with information regarding ViaSat’s Liberty service plans, including the promotions she was receivingMs*** advised that she’d been unaware of the promotional discount, and expressed interest in disconnectingWhen the ViaSat representative reminded Ms*** of the signed Customer Agreement and the early termination fees, Ms*** requested a supervisorHowever, instead of being transferred to a supervisor, Ms*** was transferred to a representative in ViaSat’s Technical Escalations departmentWe apologize for any frustration this may have caused her to experience
During her call with the Technical Escalations representative, Ms*** advised that she was experiencing slow speeds, and that the service was not meeting her needsWhen asked what she used the service for, she explained that she needed it for VPN, at which time it was explained to her that the use of VPN clients on ViaSat’s network was not guaranteedThe call ended shortly after
Ms*** called back a second time on March 7, requesting the disconnection of her account with the early termination fees waivedThe ViaSat representative escalated Ms*** account to a supervisor for review and a call back regarding the early termination fees, and Ms*** account remained activeWe apologize if Ms*** was not contacted by a supervisor
On March 12, 2016, Ms*** called in about using a VPN client on ViaSat’s networkAt this time, it was reiterated to her that ViaSat did not guarantee or recommend the use of VPNsOn March 16, 2016, Ms*** called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and early termination feesHowever, based on her issues, a ViaSat supervisor approved a waiver of the early termination feesThese fees were waived from Ms*** account later the same day after her disconnection
We apologize for any frustration Ms*** may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms*** complaintMs*** is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat offered Mr*** a service call as resolution to his connectivity issues, but he declined due to the costMr*** also declined to opt into ViaSat’s EasyCare program, which would have waived the $service call feeInstead, on July 23, 2016, the account was disconnected, per his request
As ViaSat was not provided with any opportunity to assist Mr*** with his issues, and as Mr*** declined the service call, ViaSat does not agree to waive any portion of his 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,
*** ***
?

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,
*** ***

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 ***

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

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,
*** *** ***

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,
*** ***

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.?

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, 2015/08/13) */
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!

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,
*** ***

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,
*** ***

Initial Business Response /* (1000, 5, 2015/10/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
On July 29, Ms*** contacted ViaSat's Customer Service Department to discuss the
disconnection of her ViaSatDuring that conversation, Ms, *** was made aware of ViaSat's equipment return policy per the signed Customer Agreement
However, on July 30, Ms*** made contact with ViaSat's Customer Service Department once again to discuss the equipment return policy and request that the recovery kit be sent to an alternate locationViaSat's customer service representative advised Mr*** that the request would be made and an alternate shipment sent to her new location
ViaSat did not receive a call from Ms*** until September 29, at which time she advised the representative that she was upset that she never received the equipment recovery boxesMs*** was advised by ViaSat's customer service representative that we attempted to send her two lease recovery boxes; however, each time they were returned to the sender
ViaSat's customer service representative advised Ms*** that they were unable to issue a refund for the charge of $collected on September 28, for failure to return the leased equipment until the equipment was returnedMs*** requested the address in which the equipment could be returned and informed the representative that she would be sending the equipment back via postage
Ms*** was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement
As a gesture of good faith and in order to bring a resolution to this complaint, ViaSat will agree to refund Ms*** the $collected on September 28, However, ViaSat will not agree to refund any overdraft fees associated with this chargeThe refund of $will be issued today, October 1, 2015, and should be received by Ms*** within to business days
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr*** has experienced issues since the installation was done on January 17, ViaSat has performed multiple service call and per Mr***
the issue was still happening On January26, Mr*** called to disconnect the account as the service was not meeting his needs or expectationsIn order to arrive at a resolution ViaSat has waived the early termination fees from the account and issued a refund of $back to Mr***’s payment method today January 27, which he will see within 3-business daysThank you for allowing ViaSat the opportunity to respond Tell us why here