ViaSat, Inc.

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused ? *** *** is currently receiving ViaSat’s Exede Business GB at $a month, plus applicable taxes and a $monthly equipment
lease feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps? Per the Customer Agreement signed by *** ***, the account holder, on February 6, 2017, the Internet Service plan is subject to data usage limits which are described in the Data Allowance Policy.? For *** ***’s Internet Service plan, upon reaching 100% or more of the data allowance, ViaSat will continue to provide internet service and count all increments of data beyond the monthly data allowanceViaSat will charge the additional usage rate in excess of the monthly data allowance.? *** ***’s ViaSat Internet Service plan subjects him to additional usage rate of $for each partial GB used ? On March 8, 2017, ViaSat collected $from *** *** for the monthly services ($85.71) and additional usage ($8370)? On March 9, 2017, *** *** contacted ViaSat to discuss the charges on her bill for the additional usageDuring this conversation, *** *** was educated that her recent bill had GB’s of additional data used during the previous month which caused the $in additional charges and *** *** was educated that these charges were valid per the Customer Agreement ? However, on April 5, 2017, *** *** contacted ViaSat to discuss the charges on her bill due to the overages on the Business accountDuring this conversation, *** *** was educated that a request would be made to have a credit applied to her account for these chargesAnd on April 6, 2017, *** *** ViaSat account was credited $8,as a gesture of good faith ? Since the credit was applied to the ViaSat account, no further charges have been collected by ViaSat to dateAs of today, June 23, 2017, *** *** has a credit balance remaining on her account for $ViaSat believes this credit is sufficient for the charge collected, and future bills ? *** *** may contact ViaSat’s 24-hour Customer Service department at *** if she has any further questions or concerns ? Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Like I mentioned before, the company did not have my email so therefore I did not see nor read the contract they keep mentioningWhen I called the company the agent kept asking for it because it was not on fileI want my refund, not just the disconnectionEven if you ask the technician, the signal was horrible and I had no internet connectionI still want my refund.?
Sincerely,
*** ***?

Initial Business Response /* (1000, 6, 2015/10/15) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration or confusion she may have experienced
The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a
credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesCustomers are made aware of these points at the time of the saleUnfortunately, purchasing ViaSat's service with DirecTV does not bundle the billingViaSat handles customer billing for its own services; therefore, Ms*** is billed separately for her ViaSat internet service Customers who order the Exede Internet service through DirecTV receive a discount of $off their monthly bill per month for months on their DirecTV bill
Our records show Ms*** initially ordered the ViaSat service through DirecTV on September 30, The service was installed at Ms***'s *** *** *** *** ** XXXXX home on October 6, 2014, at which time Ms*** signed the Customer Agreement associated with this service locationBetween December 18, and June 22, 2015, Ms*** received a total of $in credits from ViaSat for various billing issues, none of which were related to the bundle with DirecTVViaSat was not made aware of any issue Ms*** *** have experienced with the terms of the DirecTV bundle
On June 12, 2015, Ms*** contacted ViaSat to move her service to her current addressDuring this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service termMs*** agreed, and moved forward with having service setup at her new homeThis service was installed June 22, 2015, at which time Ms*** signed the Customer Agreement associated with the service at this location
Between June 22, and October 8, 2015, Ms*** contacted ViaSat over times with various billing and connectivity issuesDuring this timeframe, Ms*** received a total of $in goodwill credits from ViaSat's representativesIn total, Ms*** has only paid ViaSat $in monthly service fees since installation, and currently has a balance due of $on her account as of October 15,
In addition to the goodwill credits, Ms*** was also provided with three complimentary service calls, as summarized below:
July 8, - Technician went out to Mr***'s home regarding connectivity issuesAt this time, it was determined that Ms*** was experiencing issues connecting her third-party wireless router, which ViaSat does not supportWhen Ms*** advised she was experiencing issues with her Exede Voice service, she was advised to contact ViaSat's Customer Service Department for support and troubleshooting
July 11, - Technician replaced Ms***'s modemDuring this visit, it was determined that Ms***'s Voice adapter was faulty and causing an issue with her internet servicesAs Ms*** had been sent a replacement adapter by ViaSat, the technician offered to install it for herMs*** refused to allow the technician to install the new adapter, and would not allow him to remove the faulty equipment from her setup
July 18, - The technician realigned Ms***'s antennaThe faulty Voice adapter was still connected to Ms***'s system at this time
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In light of the above information, ViaSat does not agree to waive Ms***'s early termination fees if she chooses to move forward with the disconnection of her accountMs*** has received a total of $in credits from ViaSat between her two accounts, and our records show her connectivity issues were resolved once she replaced the faulty Voice adapter on July 30,
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 8, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
paragraph is proof and is where my problem is in it via sat states verbatim ( On June 12, 2015, Ms*** contacted Via-Sat to move her service to her current addressDuring this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service termMs*** agreed, and moved forward with having service setup at her new homeThis service was installed June 22, 2015, at which time Ms*** signed the Customer Agreement associated with the service at this location.)
Via-sat nor direct TV is honoring or upholding the new contract from June XX XXXX which is to be a bundleIf direct TV and via-sat would honor the bundle at $a month for TV,phone and internet I would not have a problem they are not It is a new contract they said as muchplease read their own words they are not honoring the contract if they would and provide my bundle at the agreed rate I will keep the serviceI know not what they say I signed but the customer service rep said my bundle would be continued and that is what I expectI am not wrong
Final Business Response /* (4000, 10, 2015/10/20) */
Thank you for bringing Ms***'s rebuttal to our attention
As previously stated, purchasing ViaSat's services through DirecTV does not bundle the billingEach service is billed to and paid for separately by the individual companiesDirecTV provides a bundling discount of $off of a customer's bill per month for monthsThere is no way for ViaSat to bundle their billing with DirecTV's
When customers move their services with ViaSat from one location to another, they are obligated to agree to and sign a new 24-month minimum service termCustomers are advised of this prior to their move request being processedOur records show Ms*** agreed to the new contractual obligation on June 12, when she contacted ViaSat to move service to her new location; the new Customer Agreement was signed on June 22,
Once again, ViaSat does not agree to waive Ms***'s early termination fees if she chooses to move forward with the disconnection of her account
Thank you for the opportunity to respond

Thank you for bringing Ms*** complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Ms*** contacted ViaSat on June 23, 2016, to advise ViaSat of her dissatisfaction of her ViaSat services due to the Liberty PassDuring her
conversation with the ViaSat representative, Ms*** was advised of the Liberty Pass and intermittent connectivity she may experienceHowever, Ms*** requested to disconnect her ViaSat and was advised at that time of the applicable early termination fees that would apply It is our goal to provide you with the best internet experience possible.? However, 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 use of virtual private networks, the router and the activities a customer engages in on the internet.? Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.? This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.? ? ? ? Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale.? Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdOn June 28, 2016, Ms*** contacted ViaSat to discuss the early termination fees and requested to speak with a corporate representativeMs*** was advised that they were unavailable via phone, but was provided with their fax number On August 9, 2016, a ViaSat representative contacted Ms*** as they had received her fax disputing the early termination feesThe ViaSat representative was unable to reach Ms***, but left her a message advising her of the refund issued to her payment method on file for the $collected on July 16, for the early termination fees.? The representative also provided her with their contact information should they have any additional questions The refund of $should be received by Ms*** in three to five business days to the payment method on fileShould she not receive the refund, please have her contact ViaSat’s 24-Hour customer service department at ###-###-####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,
*** ***

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Mr***'s complaint to our attentionWe apologize for any frustration he may have experienced
The Customer Agreement, signed by Mr*** *** authorized signer, on April 18, and available at
exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of up to $300.00, not including taxesA prepaid UPS box with free return shipping label and illustrated instructions is delivered to a customer's mailing address within a week after the disconnection of their account for the return of ViaSat's equipment
Mr*** contacted ViaSat on June 17, to disconnect his account because he was moving to a new home addressDuring this conversation, the ViaSat representative reviewed all disconnection disclosures with Mr***, including the return of ViaSat's equipmentThe UPS box was delivered to Mr***'s home on June 26,
On July 20, 2015, ViaSat was alerted that Mr*** had not returned the ViaSat equipmentAs Mr***'s bill cycle date is scheduled for the 20th of each month, he was charged an unreturned equipment fee of $the same dayViaSat received notice on July 21, that his equipment had been returnedMr*** requested the removal of his payment method from ViaSat's systems on July 22,
As Mr***'s equipment had been returned, an attempt to automatically refund the unreturned equipment fees was made by ViaSat's billing system on July 29, 2015; however, as there was no payment method on file, per Mr***'s request, the refund attempt was unsuccessful
ViaSat did not hear back from Mr*** regarding his refund until August 20, During this conversation, Mr*** was incorrectly advised that the refund had been issued to him that dayViaSat received another call from Mr*** on August 24, because he still had not received his refund, and the matter was escalated for review
In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $to Mr***As he does not have a payment method on file, this refund will be issued via check to *** *** *** *** ** *** *** ** XXXXX, per Mr***'s requestMr*** should be advised that it may take 4-weeks for him to receive this check
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
There are inaccuracies in Viasat's response, just as Ibreceived inaccuracies on each of calls over a week period I returned the boxes for disconnect of two services on the very day that Biasat sent the call tags by UPS One box made it in a timely manner, but according to Viasat, the other did notPerhaps Viasat could have sent the call tags a few days earlier! I did not cancel service because I was movingI canceled because Viasat has been more problems than it was worth to me since day one *** was not an authorized sign or for me - He was Viasat's part time installer in this areaI had been led to believe by him that I was purchasing the equipment with the exorbitant installation fees Now I understand that they were lease fees which I paid upfront with the installation feeI was told when I asked for my payment method to be removed from my two accounts, that the credit card info would still be retained for "any unexpected charges" pertaining to my account, however removal would disallow further auto charges to my credit card

Complaint: ***
I am rejecting this response because:
I am fully aware of the early termination fees for cancelling my serviceI ran into financial hardships and was forced to move in with familyI requested a final bill in the mail and gave you my forwarding addressWhat kind of company goes against their customer's wishes? And then has the nerve to send my account to collections without even attempting to contact me first? Never in my life have a had a company send an account to collections without contacting me first to try to get paymentIf you had contacted me, I would have been more than happy to arrange paymentI am NOT accepting your response, and I will be posting nasty reviews FAR AND WIDE if this response isn't changeYou have HORRIBLE customer service and HORRIBLE and QUESTIONABLE business practices.?
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat
At the time of sale, Ms*** was transferred to an internal department at *** to complete the sale of the satellite internet service, not to ViaSat*** is
an authorized reseller of ViaSat’s services*** provided Ms*** credit card information when the order for her internet services was submitted to ViaSatUnfortunately, purchasing ViaSat’s service with *** does not bundle the billing ViaSat handles customer billing for its own services and, therefore, Ms*** is billed separately for her ViaSat internet serviceWe apologize for any confusion regarding the sales process that Ms*** may have experienced, and if this was not communicated to her satisfaction
The Customer Agreement authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesThe Customer Agreement advises that monthly fees are payable in advance
The service was installed at Ms*** home on July 9, The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms*** electronic signature on the Customer Agreement dated July 9, We apologize for any misunderstanding regarding the electronic signature processA copy of her electronically signed Customer Agreement has been mailed to her for her review and records
On July 13, 2016, ViaSat collected an advanced payment of $for the first month of service on July 13, ViaSat received a call from Ms*** on July 15, 2016, at which time she advised that she had not authorized ViaSat to automatically bill her payment methodShe also advised that she had been under the impression that ViaSat’s bill would be bundled with ***The ViaSat representative reviewed ViaSat’s billing with Ms***, including that the Customer Agreement authorizes advanced, automatic paymentsThe ViaSat representative also inaccurately informed Ms*** that the Customer Agreement was sent to customers via a welcome email from ViaSatThe welcome email does not include the Customer AgreementWe apologize for any confusion this may have caused Ms*** to experience
Ms*** was also informed that she could access a copy of the Customer Agreement online at ***When Ms*** requested the disconnection of her account because she was unhappy with the automatic payments, she was accurately advised that early termination fees would be applied to her account, at which time she requested to speak to a supervisorMs*** call was transferred to a supervisor accordingly
During Ms*** conversation with the ViaSat supervisor, she was informed that the terms of service had to be agreed to at the time of installationThe supervisor also offered to have Ms*** payment method removed from the account, but recommended that she simply update the payment method insteadMs*** was also advised of the disclosures regarding the removal of her payment methodMs*** advised she did not want the payment method removed and that she would be updating it at another timeIt was explained to Ms*** that she could update her payment method online at *** if she registered for an account management profile there
On August 9, 2016, Ms*** updated her payment method via ViaSat’s interactive voice response system
As she has been using the service, ViaSat does not agree to waive her early termination fees in full if she chooses to disconnect; however, ViaSat will agree to waive half of the early termination fees if she disconnects prior to September 12, Ms*** will be 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 AgreementA *** 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
If she would like to disconnect her account, 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, 6, 2015/09/11) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion or frustration this situation may have caused
At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month
minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on September 6, and available at exede.com/legal We apologize if Ms*** feels these points were not communicated to her satisfaction
Ms*** chatted into ViaSat's Customer Service Department on September 09, to disconnect her accountThe Customer Agreement signed by Ms*** obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms***'s account with waiver of the early termination feesHowever, ViaSat is unwilling to refund Ms*** for the monthly charges as she has utilized the services ViaSat would like to offer Ms*** a free service call to have a technician remove the satellite dish as Ms*** requested The technician is not able to take the equipment Therefore, Ms*** is responsible for returning ViaSat's modem and transceiver to ViaSat using the UPS box and free return label sent to Ms*** If the equipment is not returned, Ms*** will be subject to an unreturned equipment fee of $300.00, not including taxes, per her contract
Ms*** may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX to move forward with the disconnection (with waiver of ETF's) and to have a service call created for removal of their ViaSat leased equipmentViaSat has included a copy of Ms***'s signed Customer Agreement for her review
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 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 areaCustomers have the option to transition their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area Customers 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 Ms*** (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 The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetDue 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 activityMs*** is currently receiving ViaSat’s Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 20GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadUpon review of Ms***’s account, ViaSat determined that the usage is being consumed by web browsing and other traffic (MiscApps and Internet Privacy)Currently, Ms*** has consumed GB of usage and her usage will reset on April 12, Since March 8, 2016, Ms*** has been credited $Currently, she has a credit of $that is pending on her accountThese credits will apply towards her bill on April 12, In order to bring this complaint to resolution, ViaSat will agree to upgrade Ms***’s account to the Freedom plan at $a month, plus applicable taxes and a $monthly equipment lease feeHowever, ViaSat will not agree to offer this to Ms*** at the discounted price she is requesting for the remainder of her contractYet, ViaSat will agree to discount this package to Ms*** for four monthsViaSat will apply credits to her account to go towards her June, July, August, and September bills as Ms*** currently has credits applied to her account already that will cover her April and May bills at no charge to herThese credits will keep Ms*** at the $monthly charge during June, July, August, and September As of today, April 1, 2016, Ms***’s ViaSat account has been upgraded to the Freedom plan If Ms*** requires additional assistance regarding her usage and the data allowance policy, she may contact ViaSat’s Customer Service department at ###-###-####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,
*** ***
?

Initial Business Response /* (1000, 5, 2015/09/29) */
Thank you for bringing Mr***'s complaint to our attention
At the time of sale, customers are made aware of ViaSat's 24-month minimum service commitment, early termination fees, Data Allowance Policy, and that the service speeds are no
guaranteed and may varyEach of these points is addressed in the Customer Agreement, signed by Mr*** on September 3, and available at exede.com/legal
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 MbpsDue 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, day-to-day activity, and the number of devices connected to a customer's in-home networkDuring "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
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 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 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 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*** contacted ViaSat on September 14, because he was experiencing slow speedsDuring this conversation, the ViaSat representative reviewed the diagnostics from Mr***'s modem, and advised that there was an error with his throughput that was possibly impacting his speedsAfter some troubleshooting on the representative's end, the issue was resolvedThe representative also reviewed ViaSat's Data Allowance Policy with Mr***, and provided him with a breakdown of his usage and high usage daysMr*** was provided with GB of free additional data as a courtesy at this time
On September 15, 2015, Mr*** exceeded his monthly data allowance and the extra data provided to him; pursuant to the Data Allowance Policy, he speeds were slowedMr*** called ViaSat again on September 17, because he was unhappy with the serviceAt this time, Mr*** asked if ViaSat provided a 30-day grace period, and was accurately advised that ViaSat did not offer a trial period for its servicesOnce again, Mr*** was given a breakdown of his data usage and the Data Allowance Policy, and was provided with tips on how he could manage his data through the monthThe ViaSat representative provided Mr*** with GB of free additional data as a one-time courtesy
ViaSat received another call from Mr*** on September 25, regarding his service speeds and monthly data allowanceDuring this conversation, Mr*** asked if he could be supplied with additional data because he was about to exceed the GB of data he'd been providedThe ViaSat representative educated Mr*** that he could purchase additional data on an as-needed basis through ViaSat's Buy More optionWhen Mr*** explained that he was receiving slow speeds during the evening hours, it was explained to him that the service would be slow during peak times
ViaSat does not agree to waive Mr***'s early termination fees in full if he chooses to move forward with the disconnection of the serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees if Mr*** disconnections prior to November 4, Mr*** will be responsible for returning ViaSat's modem and transceiver within days after the disconnection of his account, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement
If Mr*** would like to disconnection his account with half of his early termination fees waived, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (2000, 8, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their offer to waive half the termination fee to discontinue their internet service to meThat means they will only charge $for termination and that they will reply to me via email that they will send out a technician to remove the transceiver in a timely fashion (within weeks) so I am not charged $for their negligence to remove it on time

Thank you for bringing Ms*** complaint to our attention
Ms*** is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service
plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming on small screen devices or at 360p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
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 Ms*** on September 24, 2016, that speeds may vary and are not guaranteed
In addition, Section of the Customer Agreement clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.” This is also advised to customers at the point of sale
Our records show Ms*** contacted Viasat via email on October 11, advising that she felt she had been misinformed at the point of sale regarding her ability to game onlineIn response, the Viasat representative provided Ms*** with troubleshooting steps and recommended that she call in for additional assistance
Viasat did not hear back from Ms*** until February 7, 2017, at which time she reported a connectivity issueMs*** was guided through troubleshooting, after which a service call was orderedThis service call was fulfilled on February 21, with the Viasat technician realigning Ms*** satellite dish
Ms*** did not contact Viasat again until August 28, 2017, at which time she requested disconnectionAfter being advised of the disconnection disclosures, however, Ms*** stated that she would call back another time to disconnect her account
Ms*** transitioned to Viasat’s Unlimited Data Silver service plan on November 3, She contacted Viasat on November 10, via online chat to advise she was experiencing buffering; however, the chat ended before the Viasat representative could provide full assistanceMs*** chatted in again on February 5, to request her service plan be transitioned; however, the chat once again ended before the Viasat representative could assist her
Viasat had multiple interactions with Ms*** between February 6, and February 18, regarding various aspects of her Viasat service, including service plan transition requests and speed concernsMs*** was provided with assistance during these interactions; however, our records indicate that her chat contacts or phone calls may have inadvertently droppedWe apologize for any frustration this may have caused Ms*** to experience
On February 6, 2018, Ms*** contacted Viasat to request a service call so a technician could assess her equipment as she was experiencing speed issuesThis service call was fulfilled on February 9, with no trouble foundOn February 18, 2018, Ms*** contacted Viasat to request that her service plan be transitioned to the Unlimited Data Bronze service plan as described above
Viasat does not agree to waive Ms*** early termination fees if she chooses to disconnect serviceAdditionally, Ms*** will be 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
Thank you for the opportunity to respond

We apologize for any issue this may have causedIf? Ms*** needs additional boxes and labels sent to her location, please have her contact ViaSat’s 24-hour Customer Service at ** *** and ViaSat will move forward with requesting new labels and boxes to be sent to her locationMs*** will still be responsible for returning the leased equipment with the labels and boxes providedThank You

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint, ViaSat has determined that Ms*** was charged a total of $on September
11, for a non-returned modem and triaPer the signed customer agreement it is the customer's responsibility to return the equipment within days of disconnecting the account using the prepaid shipping label and box that ViaSat supplies via UPSOn September 16, ViaSat did receive the modem back from Ms***; however, the tria was still missingMs*** called ViaSat on September 24, and scheduled a service call to have the technician come and remove the tria from her homeMs*** will still be responsible for sending back that piece of equipmentIn order to arrive at a resolution ViaSat has agreed to issue back the full refund of $to Ms*** today September 28, and she will see that refund within 3-business daysThe charge of $for the early termination fees are valid and will remain valid on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** ***’ complaint to our attention.The Customer Agreement signed by Ms*** *** *** on October 08, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the
sale.? ? Pursuant to the Customer Agreement, also available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice.? The Customer Agreement states that Viasat does not accept notice of termination via emailThe Customer Agreement also states that while a customer may cancel their account at any time, monthly fees will cease to apply only for any months after the billing month in which a customer cancelsFor this reason, Viasat encourages its customers to cancel prior to their bill cycle date, as Viasat does not provide a pro-rated refund for any prepaid fees regardless of the service was terminated.On May 12, 2018, Ms*** ***’ bill generated in the amount of $for monthly fees billed in advanceDue to a failed payment, Viasat was unable to collect the amount, and it remains as a past due balance on Ms*** ***’ account.? On the same day, Ms*** *** contacted Viasat to request to disconnect her servicesA Viasat representative read disconnection disclosures, including information about early termination fees in the approximate amount of $60, which Ms*** *** agreed toThe disconnection was processed successfully that day.On June 12, 2018, Ms*** ***’ monthly billing generated in the amount of $for the past due balance and early termination feesDue to there being no valid payment method on file, Viasat was unable to collect the amount and it remains as a past due balance on Ms*** ***’ account.In resolution to this complaint, Viasat will agree to waive the $balance that had generated the day of Ms*** ***’ disconnection, leaving a balance due of $Viasat has processed this waiver on June 15, If Ms*** *** would like to pay the balance that remains, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond

Thank you for bringing Mr***/***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr***’s account was disconnected on 1/19/as he moved service and no longer needed ViaSat’s serviceMr*** had months remaining on his contract, ViaSat
charges $for each remaining month on the contact which would have been $not including taxesWe apologize that Mr*** was advised $On February 8, a bill came due for a total of $which was for the early termination feesMr*** had a credit on the account of $so this was deducted from the $that was owed leaving the balance at the $This charge is a valid charge for the early termination fees and will not be refunded as this was discussed at the time of disconnectionIn order to arrive at a resolution ViaSat will send the invoice via USPS today March 4, and will send the invoice to the email providedOnce again we apologize to Mr*** for any inconvenience this may have causedThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize that Mr*** feels the way he doesViaSat did complete their investigation which was explained on the previous responseWe apologize if Mr*** feels this was not communicated to his satisfactionViaSat will honor the waiver of the early termination fees when Mr*** is ready to disconnectMr*** can contact Customer Care at *** and reference ticket number ***Thank you for allowing ViaSat the opportunity to respond

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

Thank you for bringing Ms***’s complaint to our attention
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated
computer equipment and software Because of these many variables, ViaSat cannot guarantee any particular speed to you ViaSat discloses at the point of sale and in its Customer Agreement, signed by Ms*** on March 4, and available at exede.com/legal, that speeds may vary and are not guaranteed
The Customer Agreement also 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
Our records show Ms*** called ViaSat on February 27, because she was experiencing slow speedsWhen she was informed that congestion was impacting her service, she requested to know how many months were left in her 24-month minimum service term and to speak to a supervisorMs*** was provided the requested information, and her call was transferred accordingly
During her conversation with the ViaSat supervisor, it was agreed that ViaSat would waive her early termination fees upon the disconnection of her serviceThe supervisor informed Ms*** of all disconnection disclosures; however, the account was not disconnected as Ms*** requestedWe apologize for any frustration this may have caused her to experience
As the account was still active, on March 8, 2017, ViaSat charged $in monthly service fees, but the payment failedSubsequently, on March 20, 2017, the account was suspended for nonpayment
On March 24, 2017, Ms*** called about the balance due, at which time her account was disconnected and the balance was waivedUnfortunately, the ViaSat representative failed to escalate a request to have Ms***’s early termination fees waived; therefore, on April 8, 2017, ViaSat collected a payment of $from Ms*** for her early termination feesMs*** called in about the charge on April 11, 2017, at which time a refund request was escalated for the early termination fees and another request was escalated for reimbursement of Ms***’s overdraft feesOn April 13, 2017, both of these requests were denied
Ms*** called for an update on her refund requests on April 15, and April 19, Both times, she was incorrectly advised that her refund had been issuedWe apologize for any frustration this may have caused Ms*** to experienceMs*** was correctly informed that the requests had been denied on April 24,
As resolution to this complaint, ViaSat has issued a refund for Ms***’s early termination fees of $as of April 27, It will take three to five business days from the issue date for her to see this amount deposited into her account
ViaSat is willing to reimburse Ms*** for any overdraft fees caused by ViaSat’s charges; however, she will need to provide a copy of her rolling 30-day bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft feesMs*** may fax this documentation in to 720-228-and reference ticket noShe should be sure to black out any personal information from the statement before sending it in, such as her bank account number
Thank you for the opportunity to respond