ViaSat, Inc.

Thank you for bringing *** *** complaint to ViaSat’s attentionWe apologize for any issues she may have experienced*** *** purchased ViaSat’s Exede Liberty GB service plan that offers customers with a monthly Data allowance of GB with download speeds up to Mbps and upload speeds up
to MbpsThe 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. 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 *** *** on May 19, (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 workViaSat created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the data limits of their service planNote 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 reset*** *** contacted ViaSat on June 2, to discuss the connectivity of her accountDuring her conversation with the ViaSat representative, *** *** was advised that her connectivity issues were related to service being slowed pursuant to the Data Allowance PolicyAs a gesture of good faith the ViaSat representative offered to add GB of data to *** *** account which she acceptedThe ViaSat representative advised *** *** that she should change the playback settings on Netflix from High Definition to Medium and to endure that there is a password on her router On June 5, 2016, *** *** contacted ViaSat to request the disconnection of her account; however, upon review of the disconnection disclosures *** *** requested to speak with a ViaSat supervisorAs a supervisor was unavailable at that time, the representative advised *** *** that she should receive a call back within twenty four to forty eight hoursWe apologize if *** *** did not receive a return call *** *** contacted ViaSat on June 9, 2016, to further discuss the disconnection of her ViaSat accountDuring her conversation, *** *** was once again advised of the disconnection disclosures, and that the early termination fees would applyAgain, during this conversation, *** *** requested to speak with a supervisor*** *** was advised that the supervisor could only agree to waive half of the early termination fees, but would escalate her request for waiver of the full early termination fees to ViaSat’s Customer Advocate team As of June 10, 2016, *** *** has used GB of her purchased GBService 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 thresholdHeavier users of Liberty Pass will experience slower speeds than lighter usersIn response to *** *** complaint, ViaSat will agree to disconnect her account; however, ViaSat does not agree to waive the Early Termination Fees in their entiretyIf *** *** would like to disconnect her account with waiver of half the Early Termination Fees and a refund for the $activation fee collected on May 4, 2016, she may ViaSat’s 24-hour Customer Service department at ** *** and reference ticket *** Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Hello, my name is *** ***I am contacting you because you handled my complaint against the internet company ViasatI am in a terrible position with this companyThey offered to drop my charge of early termination to dollars, but I am a single mom of kids currently on welfare and do not have dollars to hand over to this companyWhich means they are going to end up sending this to collections and ruining my credit that I have worked so hard to bring above pointsI am a responsible adultI pay my bills on time and I am not trying to be a problem to anyoneI just can't afford almost for internet service that never workedI tried to call Viasat and offer to pay dollars to be done with this mess, but they told me there's nothing they can doI would think they would appreciate partial payment over no payment at allIf there is any way you can contact them and offer this I would really appreciate itIf my credit is ruined I won't be able to even find an apartment to rent for me and my kids, in Palm springs they turn down anyone who doesn't have a score of or higherAnything you can do would be appreciatedThank you so much
Sincerely,
*** ***

Thank you for bringing *** ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused*** *** was installed on April 12, ViaSat has one phone call from *** *** on July 7, stating that she wanted to disconnect the account because they cannot
use itShe states that every time it rains the service goes outDuring this call the account was in a non-pay suspension and *** *** was advised that the account cannot be disconnected until the bill was paid and the service was resumedViaSat understands that the service is not meeting Mror *** ***’s needs or expectationsIn order to arrive at a resolution ViaSat will provide two options for *** ***Option number one is that ViaSat can send out a technician free of charge to see if the issues that *** *** is experiencing can be fixed and option number two would be to allow *** *** to disconnect the account with the early termination fees waived*** *** can contact Customer Care at *** and reference ticket number *** with whatever option he decidesThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/10) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat charged Ms*** on September 1, in the amount of $for the monthly servicesMs*** called ViaSat on
September 4, to disconnect the servicesViaSat does not issue refunds for unused services, so no refund was issued once the account was disconnectedIn order to arrive at a resolution ViaSat has agreed to issue a refund back to Ms*** today for $Ms*** will see the refund back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (2000, 7, 2015/09/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr*** complaint to our attention
The Customer Agreement, signed by Mr*** on February 23, 2013, 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 termThe Customer Agreement also advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionCustomers 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 termFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViasat provides customers with a *** box, a prepaid return shipping label, and illustrated instructions within a week after disconnection
Our records show Viasat charged Mr*** $in monthly service fees on February 24, 2014, but the payment failedOn March 4, 2014, the account was suspended for nonpayment of service
Viasat received a call from Mrs*** on March 11, 2014, at which time she requested the disconnection of the account because she and her family were moving to a new addressThe Viasat representative offered Mrs*** the opportunity to move her service with a discount of $off her bill per month for months, but she declinedAt this time, Mrs*** was reminded of the balance due, the early termination fees, and the equipment return requirements before her request was processed accordingly
On March 24, 2014, Viasat charged Mr*** $for his early termination fees ($164.52) plus the existing balance due, but the payment failed
Viasat received notice on April 16, that Mr*** equipment had not been returnedSubsequently, on April 24, 2014, he was charged an additional $in unreturned equipment feesThis amount was added to the balance due, creating a total balance of $This balance due remained on Mr*** account until May 15, 2014, when it was referred to outside collections for further action
Mr*** contacted Viasat on May 19, because he had received a call from the collections agency regarding the balance dueDuring this conversation, Mr*** was informed of the charges and advised that he had returned his equipment
Mr*** equipment was marked as returned on July 3, 2014, at which time the unreturned equipment fees of $was removed from the collections balance, leaving a remaining amount owed of $
Viasat had no further contact from Mrs*** until February 24, 2018, at which time she advised that she’d received another notice from the collections agencyDuring this conversation, Mrs*** was incorrectly informed that the balance due owed was for the unreturned equipment fees, monthly service fees, and early termination feesThe representative also advised that they would contact Viasat’s Logistics Department for information on the equipment returnMrs*** advised at this time that she had made a one-time payment for the early termination fees and monthly service fees, and that she would fax in a copy of her bank statement
Currently, Viasat has no record of any payment being made for either the monthly service fees of $or the early termination fees of $As such, Viasat does not agree to remove Mr*** account from collections
If Mr*** would like to make a payment for the balance due of $228.26, he may do so by either contacting the collections agency or making a one-time payment with Viasat directly by contacting our Customer Service Department at 1-855-463-
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of the complaint filed by Mr***, ViaSat shows that Mr*** was originally installed by
*** *** *** *** This is when the dish was installed on the roof and should have been placed on the poleWhen ViaSat sa new service call to have the dish moved to a pole it was sent to a new company by the name of *** *** and they are now asking for a payment to do the pole mountViaSat has contacted *** *** and *** *** and will make sure that Mr*** is contacted and scheduled to have the dish moved to a pole at no charge to himViaSat has already compensated Mr*** free months of service with each credit being valued at $49.99; in addition ViaSat will add another free month of service valued at $ViaSat feels this adequately addresses Mr***'s concernsThank you for allowing ViaSat the opportunity to respond

Thank you for bringing *** ***’s rebuttal to our attentionAs mentioned in our previous reply, the Customer Agreement signed by *** *** on January 20, states that monthly service and lease fees are payable in advanceThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Additionally, 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. Again, we apologize if *** *** was not properly educated on this informationHowever, per the Customer Agreement, the monthly charges are valid In response to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect *** ***’s ViaSat account with waiver of the applicable early termination fees of approximately $Upon disconnection, *** *** 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 AgreementA *** 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 *** ***’s wishes to move forward with the disconnection of her ViaSat account, please have her contact ViaSat’s 24-hour Customer Service department at *** and reference ticket ***

Thank you for bringing Ms*** complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat's customer service department on October 19, to discuss the disconnection of her ViaSat account as she was
relocating and could not take the services with herDuring this conversation, Ms*** advised the representative that she would call back into ViaSat to officially disconnect the servicesHowever, ViaSat did not receive contact from her again until December 5, at which time she was requesting a refund for the November and December charges
As ViaSat did no receive contact from Ms*** from October 19, and December 5, 2015, ViaSat does not believe this is a valid refund requestHowever, in order to bring this complaint to resolution, ViaSat will agree to refund Ms*** $to the payment method on fileMs*** should receive this refund within three to five business daysShould she not, please have her contact ViaSat's customer service department at 855-463-and reference ticket ***
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/22) */
Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this *** have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term
commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms*** on October 12, and available at ***.com/legalWe apologize if Ms*** feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***' sales callAt the time of the sales call Ms*** called in and said that she placed an order online for a satellite TV and never saw an option to bundle with *** internet and needed assistance, afterwards the sales agent informed Ms*** that one of our best satellite providers for her area is ViaSat *** and that there was a package called Evolution with 10GB data cap with speeds of up to 12MBPSThe sales agent advised Ms*** that the package will allow her to stream video online gaming and anything you like for only $a month and with this internet package you'll receive additional $off a month on your DTV service for months that would bring down your cable bill to $and that added on to $your total bundle price would be $Ms*** acknowledges and said "Ok, that works"Ms*** was well aware and well informed that the order placed for the internet is ViaSat and not *** that she originally mentionedAt this time should Ms*** wish to disconnect the account she will be responsible for the early termination feesThank you for allowing ViaSat the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never ordered from via sat, I called *** and only year agreement I heard about was for ***I never got to listen to my recording because if so I would definitely point out where they are lyingJust as Via Sat mentioned in their response "..*** as she had mentioned." When I asked for *** I had expected ***, as any person wouldI took the matter into my own hands and CANCELLED service with them because IT HAS NOT WORKING AT ALL SINCE I GOT IT (about days)But that's not a good enough reason to let me cancelI've already been charged $70, and for what? For a hole in my roof and a waste of time because I'm the one they're sending on the roof to get the equipment to send back to themWhat if this was happening to my grandmother? So unsafe and I've had nothing but Heck from this company since they weaseled their way into my houseMy husband and I feel like a weight has been lifted to cancel with themIt's such a terrible feeling a company could literally steal money from veterans and no one can do anything about itWe've done nothing but work hard and sacrificed A LOT of our lives, and we come home to illinois to deal with this joke of a companyThey should feel very ashamed, as well as other parties involved, such as *** for allowing it to happenIf a customer asks for something don't just give them something elseI am getting *** now because they do offer coverage for our area, I already asked themI've already spread the word of the wrongdoing these companies have don't to usI will continue to spread the word, and one day all of the "robbing" of people will come to an endThe customer service is very unprofessional as wellJust all around a terrible company and I will be so grateful on the day that the news stations Bring light to what this company has done to so many customersJust looking online you'll see everyone has had a bad time with via sat or *** or *** *** or whoever they are nowIt Won't be long until they're a thing of the past if they keep this upWhich I know they willWhen thay day comes just know that I wished this upon you, Via Sat, for *** my husband and I overMaybe then you'll realize a company isn't made off of robbing from your customersSo, long story short, I an very dissatisfied with the outcome of the early termination fee BUT we couldn't be happier to not have our name involved with this joke company anymore
Final Business Response /* (4000, 9, 2015/10/26) */
Thank you for bringing Ms***' response to ViaSat's attentionWe apologize that Ms*** feels the way she does regarding the services*** sells the *** services and this is how Ms*** was signed up for the servicesAs stated in the previous response Ms*** knew and confirmed that she was getting the *** services through ViaSatWe apologize that the service did not work out for Ms***The service has been disconnected and the early termination fees will apply to the accountMs*** will want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms*** rebuttal to our attention.As per Viasat’s last response, Viasat has agreed to waive Ms*** full early termination fees should she choose to disconnect as well as the first month’s past due balance in the amount of $as a gesture of goodwill.The Customer Agreement, signed by Mr*** *** on January 25, and available at exede.com/legal, states that all subscribers are responsible for obtaining, maintaining and operating suitable and fully compatible computer equipment, including a wireless router if necessary, required to access the Internet.Viasat does not manufacture wireless routers, nor do we sell them to customersRouters can be purchased through a Viasat authorized dealer, dependent on availabilityViasat does not refund for the purchasing of additional equipment used in compatibility with Viasat’s services. At this time, Viasat feels that all appropriate action has been takenIf Ms*** has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Ms*** response to ViaSat’s attentionWe apologize for any inconvenience this may have causedOn ViaSat’s original response to Ms*** it was determined that Ms*** was well aware of the 24-month minimum service term commitmentAs stated ViaSat records all calls for quality assurance purposes and was able to obtain Ms*** original sales call and at that time Ms*** was advised of the month contract which she agreed toViaSat has also obtained a signed customer agreement from Ms*** that would have been signed at the time of installViaSat cannot activate any account without the signed customer agreementViaSat stands by its original response and should Ms*** wish to disconnect the account he early termination fees will applyThank you for allowing ViaSat the opportunity to respond

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Mr***'s 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/legal We apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** called ViaSat on August 4, to disconnect his accountThe Customer Agreement signed by August 4, 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
On August 24, ViaSat attempted to collect $from Mr***'s payment method on file for the early termination fees; however, the payment failedTherefore, on September 24, ViaSat collected $from Mr***'s payment method on file for the early termination fees ($344.03) and failure to return the leased equipment ($324.00)
Nevertheless, on October 1, ViaSat refunded Mr***'s payment method on file $for the return of the leased equipment and on October 7, he was refunded $for the prepaid lease payment previously collected on July 16, These refunds should have been received by Mr*** within three to five business daysShould he not receive the refund by October 15, 2015, please advise
In regards to the $collected for the early termination of his ViaSat account, ViaSat is unwilling to refund these charges in full as Mr*** did not provide ViaSat the opportunity to resolve any issues he may have been experiencingHowever, in order to bring this complaint to resolve, ViaSat will agree to refund half the early termination fees collectedThe refund of $will be issued back to the payment method on file as of October 12, and should be received by Mr*** in three to five business daysAgain, if he does not receive this refund by October 19, 2015, please adviseHe may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did make it clear that I was signing up for a month contractI had not problem signing for monthsWe do it all the time for mobile phone service
However, the service they claimed to offer was not as they claimedI never had more than MBPSThey claimed to offer I didn't see why I was made to stay with them for months if the service was awfulI researched the internet and found hundreds of complaints by Exede customers also complaining about the slow speed they were getting and how Exede wanted to charge them an early termination fee
Now Exede's advertising shows they offer speeds UP TO 12MBPSNot as they had been promoting
Final Business Response /* (4000, 9, 2015/10/20) */
As previously stated, customers are reminded of the Data Allowance Policy and the 24-month minimum service term committedMr***'s speeds appeared to be slowed; however, he did not allow ViaSat the opportunity to resolveAdditionally, per section of the Customer Agreement it states:
Disclaimer of Warranties"You expressly agree that use of the service is at your sole riskViaSat and ViaSat's subsidiaries and affiliates and each of their respective officers, directors shareholders, employees, agents, wholesalers, dealers, distributors, suppliers, licensors and third party content providers (collectively, "ViaSat's Partners") Disclaim any and all warranties that the service will be uninterrupted or error free as well any and all warranties as to the results to be obtained from use of the service, including, without limitation, any minimum upload or download speedsThe service is distributed on an "as is" and "as available" basis without warranties of any kind, either express or implied, including without limitation, warranties of title or implied warranties of merchantability, fitness for a particular purpose, accuracy or completeness of informational content, non-infringement or otherwise, except the foregoing shall not apply in states where it is prohibited."
Due to this, ViaSat sticks with their previous offer of refunding half of the early termination feesThis refund was completed on October 12, Thank You!

Complaint: ***
I am rejecting this response because:The service call I was to have on 11/10/never was scheduled by the companyI have been unable to access any of the bbq info from my home computerNow I am supposed to have a service call on 11/18/Until that call takes place I will be unable to resolve this issue which I have been trying to resolve for over two weeksThis case needs to remain open until after 11/18/and the service call has been completed
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat on August 1, to disconnect their ViaSat accountAugust
was the same date that Ms***'s monthly bill was collectedThe Customer Agreement signed by Ms*** on April 30, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees
Upon review of Ms***'s account, and the disconnection call, ViaSat determined that she was incorrectly informed that no further charges would occur as she was no longer within contractHowever, as the account was disconnected on the billing date Ms***'s account was charged $on August 1, On September 1, ViaSat issued a refund of the $to the payment method on fileMs*** should receive this refund within three to five business days from today, September 1, If she does not receive this refund within this time frame, please have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX
Again, we apologize for any confusion or frustration this situation may have causedThank you for the opportunity to respond

Thank you for brining Mr*** complaint to our attention Our records show that Mr*** is receiving the Liberty plus Wifi with Free Zone plan for $a month, plus applicable taxes and a$monthly lease fee Mr*** service plan is subject to a Data Allowance
Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Michael *** on August 14, Mr*** ‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps 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 have the choice to purchase additional data under Viasat’s Buy More option at $per GB on an as-needed basis, but are not required to do so. Our records show that Mr*** contacted Viasat via chat on March 28, due to experiencing slow speeds over the past hoursThe Viasat representative advised Mr*** that he had reached and been over his data limit since the day after his data reset date of March 16, As of April 6, 2018, Mr*** was showing to have used GB’s of data As a resolution to Mr*** complaint, Viasat has agreed to process a refund of $back to his payment method on file for as a onetime courtesy for his days of down timeThis refund was processed on April 6, Mr*** should see these funds returned to him within the next three to five business days If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respondTell us why here

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data
Allowance Policy is addressed on the first page of the Customer Agreement, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage
The 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 filesDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mr*** contacted ViaSat's customer service department on August 13, to discuss the data allowance policy, and the process for disconnecting his accountMr*** requested to speak with a supervisorThe ViaSat supervisor advised Mr*** of the email notification he received prior to installation which outlined the guidelines of our services, and included the contract and early termination fee informationThe ViaSat supervisor offered to look at additional plans; however, the call escalated and the supervisor disconnected the call due to this information
As a gesture of good faith, ViaSat will agree to disconnect Mr***'s account with waiver of the Early Termination fees; however, he will 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 pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to returnMr***'s account will be disconnected on August 21,
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,
*** ***

Revdex.com:
The credit has been made to my account as of this morning. I would suggest that in the future this company is VERY clear about who they are (by giving the customer their name) and being VERY clear regarding what they provide. It took some research for me to find that they provided satellite internet to people who live in more remote places or have connection issues. We are in a major metro area (Milwaukee) and have no issues finding a good internet provider via traditional methods. I am happy that the money piece was resolved but the disingenuous nature of this whole process needs to be addressed by Viasat and Exede otherwise this company will not be in business very long
Sincerely,
*** ***

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat.Ms*** was receiving ViaSat’s Linerty GB plan with complimentary at $a month, plus applicable taxes and a $monthly equipment lease feeThe
Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets.At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on July 23, and available at exede.com/legal.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 customersPursuant 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 workWhile customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy as described above.Our records show Ms*** contacted *** on July 4, 2016, at which time she ordered ViaSat’s Liberty GB service plan with complimentary Wi-FiOn July 5, 2016, ViaSat collected a one-time installation fee of $from Ms***The service was installed at Ms*** home on July 23, 2016.On July 24, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** called the same day because she’d received notice that she was over her monthly priority dataAt this time, the ViaSat representative reviewed the details of the Liberty plans, Liberty Pass, and the Data Allowance Policy, and advised Ms*** she could transition to a service plan that would better meet her needs.Ms*** called ViaSat later the same day to disconnect because she did not believe the service would meet her needsDuring this conversation, Ms*** also advised that she felt she had been misled at the point of saleOnce again, Ms*** was reminded of the details of the Liberty plans, Liberty Pass, and Data Allowance PolicyShe was also provided with tips on how to conserve her monthly priority dataHowever, as Ms*** still wished to terminate service, the ViaSat representative reviewed all disconnection disclosures before processing her request.In response to this complaint, ViaSat had Ms*** sales call pulled for reviewOur review of Ms*** sales call shows that she advised the *** sales agent that while she was not into streaming, she and her family did participate in online gamingShe also advised that she used VPN once in a while to work from homeViaSat does not recommend the use of VPN applications with ViaSat’s service Customers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement 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.”In recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullViaSat will also agree to issue her a refund for the $payment collected on July 24, However, as she had the services fully installed, ViaSat does not agree to issue a refund for the $installation fee.The waiver of Ms*** early termination fees and the refund of $have both been processed as of August 2, It may take Ms*** 3-business days for her to see the amount deposited into her account.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 caused Mr*** contacted ViaSat on June 20, to have the account disconnectedMr*** was charged $for the previous month of May which is where the charge came
fromSince ViaSat never received a call the charge was valid to the accountViaSat understands that Mr*** was not using the services during this time; however, the account remained active until it was placed into a non-pay suspensionMr*** is responsible for calling to have the account disconnected so no further charges would be placed to the accountIn order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountThe account was never sent to an outside collection agency so there is no need to remove from collectionsAs of today August 2, Mr*** has a zero ($0) balance on the accountThank you for allowing ViaSat the opportunity to respond