ViaSat, Inc.

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 brining Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion this situation might have caused The Customer Agreement provided to each new customer, and signed by Ms*** on December 17, 2016, 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 termAn account cannot be established without the customer’s electronic signatureOn March 13, 2017, Ms*** contacted ViaSat to request information regarding the billing of her ViaSat account as she stated that the account was to be disconnected in February; however, at that time, ViaSat has not received any contact from Ms***During this conversation, the ViaSat representative, Ms*** was educated on the disconnection process and equipment return policyPer her request, the ViaSat account was disconnected On March 20, 2017, ViaSat collected $from Ms*** for the applicable early termination fees and on March 21, 2017, she contacted ViaSat to request information regarding the chargesDuring this conversation, Ms*** was educated that the charges were valid In order to bring resolution to this complaint and due to the short amount of time Ms***’s account was active, ViaSat will agree to refund the $collected on March 20, The refund of $was issued to the payment method on file and should be received within three to five business days.? Additionally, 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 UPS 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 instructionsThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early
termination feesEach of these points are also addressed in the customer agreement signed by Ms*** on December 22, and available at exede.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat has included a copy of the bill showing the early termination fees for Ms***'s viewingThank you for allowing ViaSat the opportunity to respond

Complaint: ***
I am rejecting this response because:
I have repeatedly sent emails to this company and have stated in writing that my account is canceled on Feb15.? This is stated in every email.? If they do not have a record of this, it is because they ignore it sending a message it will not be reviewed because the ticket is closed.? This is harassment.? They want me to have rewrite every time I contact them.? This is stupid that they refuse ongoing communication.? They have charged me another month although I have returned their equipment at my own expense and stated I canceled on Feb 15.? As to not saying I owned months, that is exactly what he said.? If they reviewed this, they know I canceled.? The person I was talking to hung up on me and said he refused to cancel unless I listened to him read something to me.? I wanted this in writing and repeatedly asked for it at the time and in emails which I never received? I repeatedly requested an address to send their equipment back which they ignoredI sent the equipment back at my own expense and informed them of this? This is a dishonest business which puts up refuses to communicate so they can charge more money.? They try to wear out people.? The have now charged me $for a service that I have canceled.? They owe me money according to their own calculations.? I have attached emails showing my attempts to communicate and my cancellation.? A business does not have the right to refuse cancellation.? Due to charging me a month and a half I did not use, they now have owe me money.? I have not authorized these people to charge my credit card EVER!! I told them at the beginning I preferred to do my payments myself.? They also repeatedly ignored this.Sincerely,
*** ***

In ViaSat’s previous response, ViaSat agreed to disconnect Mr*** ViaSat account with waiver of the early termination feesMr*** will need to contact ViaSat’s 24-Hour Customer Service department at ###-###-#### and reference ticket *** to have the account disconnectedThank you.?

Thank you for bringing Ms***’ complaint to our attention.The Customer Agreement signed by Ms*** *** on January 19, 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 December 20, 2017,
Ms***’s Viasat bill generated and was paid in the amount of $60.59.? On December 29, 2017, Ms*** contacted Viasat in order to request a disconnection of her services as she had moved her services to another companyMs*** was read disconnection disclosures, one of which reads the following:“Viasat may charge your payment method on file for any unpaid charges incurred during your current monthly billing cycleViasat will not provide a pro-rated refund for any prepaid fees regardless of when your service is terminated.”Ms*** elected to proceed with the disconnection, and requested a supervisory Viasat representative in regards to her refundNo supervisors were available at the time, and the Viasat representative assisting Ms*** offered a supervisor callback, which Ms*** accepted.On January 4, 2018, Viasat contacted Ms*** and correctly advised that the charges that had occurred were valid charges and that Viasat does not provided prorated refunds.? As a gesture of goodwill for the amount of time Ms*** has been with Viasat, Viasat has provided Ms*** with a prorated refund for her services in the amount of $This has been processed as of February 1, 2018, and Ms*** should see the funds returned to her in 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 1-855-463-9333.? Thank you for the opportunity to respond.?

Thank you for bringing Ms***’s response to ViaSat’s attentionWe apologize for any confusion she may have experienced As stated in ViaSat’s previous response ViaSat has issued the refund back to Ms*** on September 7, ViaSat has not received any fax regarding the overdraft feesMs*** will want to contact customer care at ###-###-#### and fax over the bank statement at that time to make sure the fax is received Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat’s Data Allowance Policy
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 September 12, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work
Mr*** is currently receiving ViaSat’s Exede 25GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 25GB monthly data allowance and a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costCustomers 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
ViaSat provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.netViaSat does not support third-party data trackers and cannot verify their accuracy
Our records show Mr*** contacted ViaSat via email on February 12, regarding his data usageIn response, the ViaSat representative reminded Mr*** on the Data Allowance Policy, and advised him to call in for further information regarding his usage
Review of Mr***’s usage during his January 16, 2016-February 16, billing cycle shows that he exceeded his monthly data usage on February 7, The following days are when he used the most data during this timeframe:
• January 28, 2016: Marketplaces (e.g., iTunes Store, Kindle), media (e.g., YouTube, Netflix), web browsing, social networking, miscellaneous apps, storage (e.g., online backup, file transfers), communications (e.g., instant messaging, audio or video calls)
• January 31, 2016: Marketplaces, media, web browsing, social networking, miscellaneous apps, storage, communications, system updates, gaming
Mr***’s data usage reset on February 16, ViaSat received contact from him via online chat the same day regarding his data usageDuring this conversation, Mr*** advised that his wireless router was showing he only used 0.1GB of data, while ViaSat’s data usage meter was showing 1.6GB used
On Wednesday, February 17, 2016, ViaSat internally escalated Mr***’s account to ensure his usage meter is accurately calculating his data usageAs of February 24, 2016, ViaSat has not found any issues with Mr***’s usage meterCurrently, Mr*** has used 5.7GB of his 25GB monthly data usageThe majority of this data has gone towards marketplaces, media, web browsing, storage, system updates, social networking, communications, miscellaneous apps, storage, and gaming
If Mr*** continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: You keep saying credit card companies send the updates, first ive never had this problem with ANY other company, second it was my bank account numbers, third and formost I spoke to someone at your company that said themselves that I would recieve a bill with the final charges and I could send in a checkSo my main complaint still is your comany found a way to re-enter all of my bank account informationYou should have NO access to my account numbers
Sincerely,
*** ***

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

Initial Business Response /* (1000, 5, 2015/12/14) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat
ViaSat's Customer Agreement, signed by Ms*** on November 12, and available at
exede.com/legal, advises that ViaSat's price lock guarantee only applies to the monthly internet service fee and the equipment lease fee before any promotional discounts, and excludes all taxes and surcharges
Our review of Ms***'s account shows that she contacted ViaSat on December 5, claiming that she had been offered ViaSat's Liberty GB service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) at $a month for the first months, and had a flyer stating as muchThe ViaSat representative advised Ms*** that she would need to fax in a copy of the flyer she had received as ViaSat was not running any such promotion
Ms*** called ViaSat on December 6, regarding the promotion, at which time she was offered a discount of $off her bill per month for monthsMs*** accepted this offer; however, on December 8, 2015, she called back to advise that she no longer wanted that discount offer and instead wanted the pricing quoted on the promotional flyerOnce again, Ms*** was informed that she would need to fax in that documentation, and advised that ViaSat would honor the promotion if that's what was offered on the flyerMs*** was also educated on ViaSat's price lock guarantee at this time
ViaSat received a copy of Ms***'s promotional flyer on December 10, 2015, at which time it was determined that there was no promotion listed for ViaSat's Liberty GB service plan at $for monthsHowever, in order to retain Ms*** as a customer, a discount of $off of Ms***'s bill per month for months was applied to her account
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***'s complaint
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/12/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The agreement I signed in no small print stated that I would be on a promotional discount for monthsThe sales rep that arrived at my home and My documentation states that I pay $49.99/ month with price lock guarantee for monthsWith unlimited Data w/ liberty pass included and an equipment lease of $appliesI also in no time agreed or accepted to settle for $discount from my bill for months like ViaSat statesI verbally stated I would not allow a bandaid to be placed on my caseI informed the representative that I want what was promised to me on paper

Thank you for bringing Mr*** complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe customer agreement signed by Mr*** on February 26, states that monthly fees are payable in advanceCustomers are also made aware of this at the time of
saleWe apologize if Mr*** feels these points were not communicated to his satisfactionMr*** called in stating that the service was not working properly and went through the basic troubleshooting with a ViaSat agentViaSat does not see where any service call was scheduled for Mr*** In order to arrive at a resolution ViaSat is willing to let Mr*** out of the contract with no early termination fees due to the length of service; however, there will be no refunds issued at this timeIf Mr*** would like to disconnect his account he can call Customer Care at 866-945-and reference ticket number ***At that time Mr*** will need to be read the disclosures on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused *** *** is currently receiving ViaSat’s Freedom plan for $a month plus the $equipment lease feeThis service plan provides GB of usage and speeds up
to Mbps download and Mbps upload It is our goal to provide you with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedViaSat has checked *** ***’ service levels and everything is coming back greenViaSat ran a speed test today July 7, at 3:PM her time and it came back with speeds at Mbps download and upload which is above the speeds for that service planViaSat did launch a new satellite in June 2017; however, these services will not be available until late early At this time we have no further information regarding the new satelliteViaSat understands that the service may not be meeting *** ***’ needs or expectations and that she may wish to disconnect the servicesShould *** *** wish to disconnect the services ViaSat will agree to waive the early termination fees from the accountSince the services have been used there will be no refunds issuedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** complaint to our attention
Our records show Ms*** called Viasat on March 24, because she was interested in transitioning her service to the Viasat Wireless Gateway (VWG) serviceAt this time, she was informed that this particular service was not
yet available to her, and was provided on information regarding the service plans that were in her areaMs*** advised that she would call back at a later time for additional information
Viasat’s Sales Department received a call from Ms*** on May 9, 2018, at which time an account with Viasat’s VWG service was createdAt the point of sale, it is standard practice for Viasat to perform a credit check on customers when an account is being createdWe apologize if this was not communicated clearly to Ms*** when she called to setup a new account through Viasat’s Sales Department
Viasat’s technician went out to Ms*** home on May 18, to install the new VWG equipmentUnfortunately, he was unable to achieve a clear line of sight to the satellite, and was unable to complete Ms*** installationThe Viasat technician attempted to assist Ms*** with any potential issues she may have been experiencing with her current service, but was unable to diagnose any issues
Ms*** called Viasat the same day, at which time her new account as canceled in-flightMs*** also expressed her dissatisfaction with the speed of her current service, but declined troubleshooting when offeredViasat received another call from Ms*** on May 19, regarding her desire to upgrade her service, at which time she was informed that the matter would be escalated internally for review and resolution
On May 21, 2018, a Viasat representative reached out to Ms*** to recommend she attempt to setup another account through Viasat’s Sales DepartmentMs*** called Viasat back on May 24, 2018, at which time she was transferred to Viasat’s Sales DepartmentDuring her conversation, an account was created under Viasat’s Liberty service plan
Ms*** called Viasat the same day multiple times regarding the Voice service and porting her phone number to ViasatDuring these conversations, Ms*** was informed that the Voice service had not been added at the point of sale, and that Voice eligibility would need to wait until after the service was installed
On May 25, 2018, Ms*** called to cancel this account in-flight, which was processed accordinglyMs*** called Viasat’s Sales Department a third time that same day, at which time an account was created with Viasat’s VWG and Voice servicesViasat received a call from Ms*** on May 30, at which time she canceled the account in-flight because there was no line of sight at her home
Although the Viasat Wireless Gateway service is available in Ms*** area, as she does not have the proper line of sight, she is currently unable to receive workable VWG serviceWe apologize for any frustration this may have caused Ms*** to experience
Regarding her issues with her phone service, Viasat does not have the capability or authority to cancel a customer’s account with a third-party companyMs*** will need to work with her phone carrier regarding the status of her account with themOur records indicate that Ms*** number was ported into Viasat on account no***If Ms*** would like to reclaim this number, her current phone carrier will need to initiate a port request to Viasat
Viasat does not agree to issue Ms*** a refund for six months of service, as Viasat has no record of her calling in for that period of time regarding any service issuesHowever, as resolution to this complaint, Viasat has applied credits totaling two months of free service onto Ms*** account
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 ViaSatThe Customer Agreement, signed by Ms*** on October 6, and available at exede.com/legal, states that ViaSat will not provide a pro-rata refund for any
prepaid fees regardless of when the service is terminated Our records show ViaSat attempted to collect a payment of $for monthly service, but the payment failedMs*** made two payments of $towards the balance due on February 9, and February 10, 2016, which left a balance due of $On March 8, 2016, ViaSat successfully collected a payment of $from Ms*** for her March monthly service fees ($75.57), plus the existing balance due ($27.90)ViaSat received a call from Ms*** on March 11, 2016, at which time she requested the disconnection of her accountMs*** called ViaSat again on March 16, regarding the charge to her accountDuring this conversation, Ms*** was advised that ViaSat did not provide a prorated refund for unused service, per the Customer AgreementAs resolution to this complaint, ViaSat will issue Ms*** a refund of $for her unused servicesThis refund has been issued back to her payment method as of today, March 17, Ms*** should be advised that it may take three to five business days for her to see the amount deposited into her accountThank you for the opportunity to respond

Thank you for bringing Mr***’ rebuttal to our attention
Mr*** is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data, download speeds up to Mbps, and upload speeds up to Mbps
As previously stated, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on May 20, 2016, that speeds may vary and are not guaranteed
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 5:PM to 2:AM, local time, but may vary depending on the area
We apologize for any frustration Mr*** may have experienced; however, at this time, Viasat is unable to control or mitigate any speed-related issues caused on network congestion
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 The Customer Agreement signed by Ms*** on June 12, states that monthly service and lease fees are payable in advance.? Customers are
also made aware of this at the time of the sale.? Ms*** contacted ViaSat on July 16, to request the disconnection of her ViaSat servicesAt that time, ViaSat had already collected Ms***’s monthly service charge of $As the charges had already occurred, and as the Customer Agreement states, ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their serviceAs of today, August 31, 2016, ViaSat has not received any notification from Ms***’s bank for the dispute of these chargesFurthermore, Ms*** does not have a past due balance, her account has not been sent to collections, and no collection attempts are being made In response to this complaint, as Ms*** already received the funds back to her by her bank, there is not action to be taken by ViaSatOnce ViaSat receives the chargeback from Ms***’s bank, we will accept this and add the appropriate credit to her account so no further charges occurAdditionally, Ms***’s payment method on file has been stop dated as of today, August 31, Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:? I have had this service at two locations since 2012.? I loved the service until June of this year.? I have the service at my residence where I do not experience ANY PROBLEMS using the same laptop, same phone, etc.? Hold times of more than one hour are unacceptable.? Overselling service is unacceptable.? I am not asking for a refund of both my properties, I am asking for a refund on one account.? Websites, emails and posts take additional time to load because of the providers admitted congestionI run out of bandwidth very rapidly because of this congestion, as things just spin and spin, do not load, until they time out.? For almost years I rarely ran over my bandwidth allotment.? Since this problem started, I run out of my bandwidth every month.? This tells me that something is seriously wrong!? I have been through Tier and Tier Escalation, provided by Viasat.? Each time I go through their process, the rep on the other end of the phone admits there is a problem somewhere with my equipment.? The last Tier rep was from the Philippines and checked my modem, password, router - we even changed my router password.? I experienced the same problems, delay, timing out, and loss of service while working with that Tech.? He said there is nothing wrong with my equipment, but with the service.? The first Technician to come out brought a new modem.? It did not fix the problem.? He suggested a new "Trea/Tria"?? Second technician did not have one on his truck and told me there has been a large demand for them and there were none in stock!? As a year customer, with accounts, that pays my bill through auto-draft, (which is required by the provider), I have been treated poorly and unfairly.? New customers are signing up and getting equipment that existing customers cannot get!? I have paid almost $8,over the last years and am being treated like a red headed step child.? Viasat claims they have a new satellite going up in January, but service until then will be congested.? I feel a refund of months is in order, on one account, and once the "new satellite" is operational, service may get better.? The only negotiation I will make is for months refund, or free service and a new tria/trea installed at providers expense.? Thank you
Sincerely,
*** ***

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

Thank you for bringing Mr*** complaint to our attention.The Customer Agreement, signed by Mr*** *** on March 23, and 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.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation.? The Customer Agreement, 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.Per the Customer Agreement, “this agreement is made in the State of ColoradoThis Agreement and all of the parties’ respective rights and duties, including, without limitation, claims for violation of state consumer protection laws, unfair competition laws, and any claims in tort shall be governed by and construed in accordance with the laws of the State of Colorado, in the United States, excluding conflicts of law provisions.”On April 13, 2018, Mr*** contacted Viasat to request the disconnection of his Viasat services due to slow speedsA Viasat representative offered to assist Mr*** with troubleshooting, but Mr*** declined the offerAt the time, Mr*** chose not to continue with the disconnection due to filing a complaint against his Viasat authorized dealer, stating that he was advised there was no contract.? On April 24, 2018, Mr*** contacted Viasat to request the disconnection of his Viasat servicesA Viasat representative assisted Mr*** in checking the complaint against his dealer, who had advised that Mr*** had been informed about the contractThe Viasat representative offered to schedule a service call for Mr*** to confirm that services were not working, which Mr*** accepted.? On the same day, Mr*** monthly billing had generated in the amount of $for services billed in advanceDue to having no valid payment method on file, Viasat was unsuccessful in taking the amount dueAs there was no payment made by May 4, 2018, Mr*** services went into suspended statusAt this time, the service call that had been created was also systematically cancelled.? On May 18, 2018, Mr*** contacted Viasat multiple times in regards to receiving a letter about his Viasat servicesHe was advised by a Viasat representative that his services had been suspended due to nonpayment of his billingThe Viasat representative offered Mr*** a $goodwill credit to reduce the amount Mr*** would have to pay to resume his service in order to schedule a new service callMr*** requested to speak to a supervisory Viasat representative, and was transferred to Viasat’s Corporate Resolution Team (CRT) per escalation processThe CRT representative attempted to assist Mr*** with troubleshooting his equipment, and advised him that if the balance was paid to under $30.00, the service could be resumedHowever, due to abusive behavior, the CRT representative ended the call.? In resolution to this complaint and in an offer of goodwill, Viasat would like to offer to waive half of Mr*** early termination fee balance should he choose to disconnectIf Mr*** would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no***.Thank you for the opportunity to respond