ViaSat, Inc.

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. ViaSat did not receive contact from Ms. [redacted] between January 6, 2016 and April 24, 2015. The first contact ViaSat received was on January 6, 2016 to...

discuss the disconnection of her account. During her conversation with ViaSat’s representative, Ms. [redacted] stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service department. Due to this information, and as the first contact received by ViaSat from Ms. [redacted] was on January 6, 2016, ViaSat does not agree to refund the charges between October and January. However, as a gesture of good faith ViaSat will agree to refund half of the $272.85 collected. A refund of $136.43 will be issued via a check and should be received in two to four weeks from today, January 13, 2016. Should Ms. [redacted] not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Our records show Ms. [redacted] was receiving Viasat’s Unlimited Data Bronze 12 service plan at $65.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 12 service plan provides unlimited data...

usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.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. Viasat discloses at the point of sale and in its Customer Agreement, signed by Ms. [redacted] on February 20, 2018, that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] called Viasat on February 23, 2018 because she was experiencing slow speeds. At this time, she was guided through troubleshooting, after which the issue was resolved. A second call was received from Ms. [redacted] the same day regarding the same issue and advising that she was unable to game online. The Viasat representative informed Ms. [redacted] that the service plans were optimized for different streaming qualities, and that she would need to transition to a different service plan to fit the resolution of her devices. Ms. [redacted] declined to transition her service and requested the disconnection of her service, at which time her call was transferred to Viasat’s Retention Department.
During her conversation with the Retention representative, Ms. [redacted] expressed that she felt she had not been offered the right plan for her needs at the point of sale. The Viasat representative offered Ms. [redacted] a discount of $10.00 off her bill per month for 12 months, but Ms. [redacted] declined and moved forward with disconnecting after being advised of the disconnection disclosures. Per Ms. [redacted] request, a waiver request for the early termination fees was submitted.
The Customer Agreement provided to each new customer 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.
On February 24, 2018, Ms. [redacted] was charged $337.64 in early termination fees, but the payment failed.
The waiver request for the early termination fees was denied on February 25, 2018. Ms. [redacted] was informed of this on February 27, 2018 and advised by a Viasat supervisor that the fees were valid, per the Customer Agreement.
Ms. [redacted] called to dispute the early termination fees again on February 28, 2018, at which time she was referred back to the authorized Viasat dealer she’d ordered service from regarding her point of sale issues.
On March 1, 2018, Ms. [redacted] called Viasat inquiring about reconnecting. During this conversation, Ms. [redacted] advised of her point of sale issues and her inability to game online, and was correctly informed by the Viasat representative that the performance of some games over the Viasat Internet was poor and some games may not work at all due to the inherent lag of satellite internet. Ms. [redacted] chose not to reconnect service.
As resolution to this complaint and in consideration of Ms. [redacted] short term as a Viasat subscriber, Viasat has waived her early termination fees in full as of March 1, 2018.
Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
The Customer Agreement, signed by [redacted] on July 20, 2016 and available at exede.com/legal, advises that ViaSat’s Internet service is available at locations within the United States with an unobstructed view of the southern sky. ...


Our records show [redacted] called ViaSat on May 31, 2017 because she needed her equipment relocated. As the ViaSat representative interpreted this as [redacted] requesting that her services be moved to a new physical address, they instructed to contact her local ViaSat dealer for further assistance. [redacted] called ViaSat back on June 6, 2017 regarding her equipment relocation, at which time her call was transferred to ViaSat’s Moves and Reconnects Department for further assistance.
During her conversation with ViaSat’s Moves and Reconnects representative, it was determined that [redacted] was attempting to move her equipment to someplace on her existing property and that she had made attempts to work with her local ViaSat dealer, but that he was no longer in business. At this time, a request was escalated to change the service call responsibility for [redacted]’s account from the dealer to ViaSat so she could be serviced by ViaSat directly. This request was processed on June 7, 2017.
On June 8, 2017, [redacted] called back to have the relocation service call ordered. At this time, she was informed that there was a standard $200.00 charge associated with the service call; however, she was also offered a chance to opt into ViaSat’s EasyCare program. Customers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department. [redacted] chose to add EasyCare to her account, and the service call was ordered. Additionally, [redacted] was provided with a discount of $10.00 off for 6 months for any frustration she may have experienced.
ViaSat’s technician went out to [redacted]’s home on June 13, 2017 to fulfill the work order, but determined that there was no viable place to reinstall the dish where [redacted] wanted it due to line of sight issues. The technician advised [redacted] that trees would have to be trimmed and some removed before the service could be reinstalled at the new location. [redacted] advised she would think about it; however, on June 22, 2017, she contacted ViaSat’s Home Service Provider (HSP) and informed them that she was no longer in need of the service call. The order was cancelled accordingly.
ViaSat did not receive further contact from [redacted] until July 28, 2017, when she called to request that her payment method be removed from her account, and that another service call be ordered for the relocation of her dish because the home the service had been installed at was being demolished. The ViaSat representative submitted both requests accordingly.
On July 28, 2017, the technician reached out to [redacted] regarding her relocation request, and advised once again that there would be no line of sight where she wanted the dish removed. [redacted] declined to trim or remove any trees, and asked that a different technician be sent out to provide a second opinion. On August 1, 2017, [redacted]’s payment method was removed from her account. A another member of the HSP called [redacted] the same day to discuss the situation, and to advise that nothing could be done if there was no line of sight available. The service call was cancelled on August 2, 2017.
[redacted] called ViaSat on August 4, 2017 to disconnect service due to the line of sight issues. At this time, she was informed of the disconnection disclosures; however, the ViaSat representative escalated a request to have her early termination fees waived since the service could not be relocated on her property. When [redacted] requested a refund for the July 24, 2017 payment of $86.79, she was informed that one would be requested, but that there was no guarantee it would be honored. [redacted] understood. Unfortunately, the ViaSat representative failed to properly escalate the refund request. We apologize for any frustration this may have caused her to experience.
ViaSat received another call from [redacted] on August 5, 2017 once again to request a refund for the $86.79 payment, at which time a refund request was created. As [redacted]’s payment method had been removed, per her request, the request was rejected, with the representative noting that [redacted] would need to update her payment method. The same day, [redacted]’s early termination fees were waived in full.
[redacted] called ViaSat on August 18, 2017 because she had not received her refund. At this time, the ViaSat representative incorrectly informed her that the refund would appear on her next bill cycle date. [redacted] also mentioned at this time that she was still waiting for the box to return ViaSat’s modem and transceiver, per the Customer Agreement, but an escalation was not created.
ViaSat received another call from [redacted] regarding her refund on September 2, 2017. At this time, the ViaSat representative advised her that the refund had been rejected due to the status of her payment method. [redacted] requested a refund via check; however, the request was not re-escalated properly. On August 9, 2017, the request was closed. We apologize for any frustration this situation may have caused [redacted] to experience.
The Customer Agreement advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a [redacted] box with a prepaid return shipping label and illustrated instructions within a week after disconnection.
On September 5, 2017, ViaSat was informed that [redacted] had not returned her equipment. Subsequently, on September 24, 2017, ViaSat charged her $318.68 in unreturned equipment fees. As there was no payment method on file, no payment was collected. [redacted] called about this charge the same day, at which time she was informed that it was for not returning the equipment. [redacted] advised that she had not received the equipment return kit; unfortunately, this failed to be escalated accordingly. We apologize for any frustration this may have caused [redacted] to experience.
A member of ViaSat’s Corporate Resolution Team reached out to [redacted] on September 25, 2017 in response to an email she had sent; however, there was no answer and no opportunity to send a message. The same day, ViaSat’s Social Media Team also received contact from [redacted] regarding her equipment return kit, at which time an escalation to ViaSat’s Logistics Department was created so a second box could be sent out to her.
In response to this complaint, ViaSat has created a request to have a refund check of $86.79 issued to the following address as of September 26, 2017:
[redacted]
[redacted]
[redacted] should be advised that it may take her two to four weeks for her to receive this refund check. The balance due of $318.68 will be waived upon the return of ViaSat’s equipment.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:Over 1400 complaints for the same issue and you people use the same banned response for all of them. Your service is a scam. Your business practices constitute fraud. I will see to it that there are prosecutions for you and your con artist employees. At he very least, I will make sure there is a class action lawsuit. Being in bed with the government and telecom companies does not exempt you from prosecution.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat records all calls for quality assurance purposes and was able to locate and listen to all the calls from Mr. and...

Ms. [redacted]. As advised in the phone calls ViaSat does not offer an unlimited service for $79.99 a month, we apologize if Mr. or Ms. [redacted] was explained this by the dealer at the time of sale. In order to rectify the situation ViaSat has issued Mr. and Ms. [redacted] a refund of $49.99 to start, along with that ViaSat has bumped Mr. and Ms. [redacted] to the highest package in their area which is the Liberty 30 valued at $149.99 a month and placed $670 worth of credits to the account which is $50 off a month for 11 months and $10 off for 12 months. ViaSat feels this was beyond a fair resolution to the situation. At this time the account is currently suspended as there is a current bill due on the account in the amount of $169.54 for the months of September and October that went unpaid. The credits that were applied to the account will start this current month of November but Mr. and Ms. [redacted] are currently responsible for the amount due. ViaSat does not agree to waive any early termination fees from this account. Should Mr. or Ms. [redacted] wish to disconnect the account the early termination fees will be valid. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unethical Business Tactics, had we known that Exede did not offer that which we signed up under, we would have never agreed to have this service. Furthermore, I as a customer am owed some money to the amount of $49.99.I was told by [redacted] (Exede Corporate [redacted])that this would be credited back to my account. This is stemming from a debit against my account on September 24,2015 To date,no such funds have been credited to my account. Lastly, whenever I have called any numbers pertaining to Exede, I get hung up on prior to speaking to a live person. As for the balance due, that is not the correct amount.As we were supposed to have a free month due to other related issues.The previosly related issues mentioned are prime examples of the unethical tactics employed by this company. These credits they speak of have no weight to their validity due to the fact
of the evidence of the business tactics employed. As for the balance, we were told by a member of [redacted] we would be getting a free month. The balance due is not valid.Exede might has well refer this matter
to Collections, do it quickly and immediately.
This debt is not valid. When my Attorney gets
notified legal action will ensue.
Final Business Response /* (4000, 9, 2015/11/12) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. As stated in the previous response ViaSat did issue a refund of $49.99 back to Mr. [redacted] on October 14, 2015 to the payment method he had on file. Mr. [redacted] will want to check with that bank or credit card company around that time frame and he will see the refund. Should Mr. [redacted] fail to see the refund he will need to fax over a rolling bank statement from the bank or credit card company from that time frame showing that there was no refund issued. Mr. [redacted] can fax that information to XXX-XXX-XXXX. The current balance is due for the months of September and October and are valid charges. ViaSat did add he credits to the account as promised in the amount of $670.00 which will start this month of November; however, Mr. [redacted] is still currently responsible for the months that are due. We apologize for any inconvenience this [redacted] have caused. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. The Customer Agreement signed by Ms. [redacted] on June 12, 2015, states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale.  On October...

31, 2016, Ms. [redacted] contacted Viasat to request a disconnection of her services since she was moving. The Viasat representative assisting her offered Ms. [redacted] an opportunity to retain her services and move them, which Ms. [redacted] accepted. Her plan was placed into Viasat’s Hibernation plan, which allows customers to temporarily and voluntarily suspend their services due to vacation or other circumstances. This plan can only be applied to an account for a total of 180 days, and if an account is not transitioned away from the vacation plan after that time limit, the account is transitioned to the lowest service plan available. This was completed for Ms. [redacted] account on May 5, 2017 as Viasat had received no contact from Ms. [redacted].On January 16, 2018, Ms. [redacted] contacted Viasat to request a disconnection of her services, and requested a refund of the amount of $60.65 that had billed that day for services. Ms. [redacted] account was successfully disconnected, however her request for a refund was incorrectly denied. In order to bring this complaint to resolution, Viasat has processed a refund of the $60.65 that billed on January 16, 2018. This refund was processed on February 2, 2018, and Ms. [redacted] should see the funds returned within the next three to five business days. Ms. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms. [redacted] 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.

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

we never got any emails from them and we didnt cancel the service and we shouldnt be charged for that. they can do the 109 and then if they would at least do half of the 178 that would be ok.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to note though that I contacted the company at 8:17 am to disconnect my services and then received an email at 4:35 pm on the very same day indicated that they received my payment. Also the only charges that was disclosed to me during the cancelation process was that of my failure to return their equipment. I am still waiting on a box to return their equipment. Thank you for taking care of this issue for me, it is greatly appreciated.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $65 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 23 service plan provides unlimited...

data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 40 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 40 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers 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.Per the Customer Agreement, signed by Ms. [redacted] on March 15, 2018, Viasat customers are required to lease their equipment from Viasat. This equipment includes a Viasat router, dish and satellite receiver on the dish. Customers are advised that a monthly lease fee will be charged for the lease of the equipment at the point of sale, and it is addressed in Viasat’s Customer Agreement. We apologize for any misinformation Ms. [redacted] may have been given at point of sale. On March 15, 2018, Ms. [redacted] contacted Viasat to ensure that her Viasat services were activated. She was advised by a Viasat representative that her services were active at that time. Ms. [redacted] requested information on how to connect to the wireless internet, and she was advised that her modem was not equipped with that feature. Ms. [redacted] stated that she had specifically requested a wireless-enabled modem at the point of sale. She requested to disconnect her services, which a Viasat representative began to assist her with, but Ms. [redacted] chose to stop the process when she was advised of the early termination fees. No changes were made to Ms. [redacted] account that day. On March 18, 2018, Ms. [redacted] contacted Viasat multiple times in regards to receiving help connecting her new router to Viasat’s modem. At the time of the first contact, Ms. [redacted] stated that part of the connection process did not occur, and a Viasat representative advised her of Viasat’s technical support hours. During the second contact, it was determined that Ms. [redacted] had purchased a modem and router combination, which would not be compatible with Viasat’s modem. Ms. [redacted] requested to disconnect her services, but did not proceed when she was correctly advised that her early termination fees would be valid if she chose to disconnect. Ms. [redacted] contacted Viasat on March 27, 2018 to state that she could not connect to her internet. A Viasat representative assisted in troubleshooting Ms. [redacted] equipment, but was unable to as the modem would not power on. The Viasat representative scheduled a service call for Ms. [redacted], which is scheduled for March 30, 2018.In light of this complaint, Viasat has reviewed Ms. [redacted] account. We apologize that Ms. [redacted] has not yet received any resolution. Viasat requests that Ms. [redacted] give Viasat the opportunity to resolve the issue with her modem by allowing the service call to be completed before further action with her account is taken.In resolution to this complain, Viasat has added a credit for a free month of service to Ms. [redacted] account. This credit was added as of March 28, 2018, and Ms. [redacted] will see the credit applied to her next bill. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-Hour Customer Care at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
At the point of sale, customers are advised that the service speeds may vary and are not guaranteed. This...

point is also addressed in the Customer Agreement, signed by [redacted] authorized signer, on April 16, 2012 and available at exede.com/legal. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. Network congestion is caused when there is a high number of subscribers using the network at the same time.
Our review of Ms. [redacted]'s account shows that she contacted ViaSat on November 24, 2015 because her connection kept dropping. During this conversation, the ViaSat representative advised Ms. [redacted] of network congestion in her area that was impacting her services, but offered troubleshooting assistance to determine if she could be provided with relief. Ms. [redacted] was not home to troubleshoot. The ViaSat representative advised Ms. [redacted] to perform a speed test when she was home.
ViaSat received another call from Ms. [redacted] on November 27, 2015 regarding the speed of her service. During this conversation, the ViaSat representative guided Ms. [redacted] through troubleshooting, including several speed tests on her computer. The ViaSat representative also performed several internal speed tests on Ms. [redacted]'s modem. The internal speed tests showed that Ms. [redacted] was receiving speeds above the advertised range; however, the speeds on Ms. [redacted]'s computer averaged from within to below advertised range. At this time, it was explained to Ms. [redacted] that speeds below advertised was common for someone in a congested area, and offered her a free month of service for the inconvenience. Ms. [redacted] accepted this credit.
Ms. [redacted] called ViaSat again on November 28, 2015 because she was unable to connect and was experiencing slow speeds. The ViaSat representative advised her that she was being impacted by network congestion, but attempted to troubleshoot with her. As Ms. [redacted] declined to remove her router from the modem, the ViaSat representative was unable to go through all necessary troubleshooting steps. The ViaSat representative offered Ms. [redacted] a free service call, but this was also declined.
As resolution to this complaint, ViaSat is willing to offer Ms. [redacted] a free service call so a technician can go out to her home and ensure there is nothing wrong with her installation. If Ms. [redacted] would like to take advantage of this free service call offer, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.
Ms. [redacted] is receiving Viasat’s Viasat’s Unlimited Data Bronze 12 at $70.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 12 service plan provides unlimited data usage at regular...

speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 40 GB of data on the Unlimited Data Bronze 12 plan during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 40 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers 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.
At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, automatic monthly billing, and Data Allowance Policy. Each of these points is further addressed in Viasat’s Customer Agreement signed by Ms. [redacted] on March 13, 2018 and also available at exede.com/legal.
Our records show Ms. [redacted] contacted Viasat on March 14, 2018 to file a complaint against the installing technician, stating that he had drilled holes into her drywall. At this time, the Viasat representative advised they would escalate Ms. [redacted]’s concerns; however, Ms. [redacted] ended the call before the representative could follow through with the escalation. Ms. [redacted] called back on March 15, 2018 regarding her complaints, at which time an escalation was created. During this conversation, the Viasat representative also advised Ms. [redacted] when her first month’s bill would generate.
In response to the damage claim, the Viasat technician reached out to Viasat and advised that Ms. [redacted] had been aware that he would be drilling into her home and that he had advised her of his actions while he was installing the service. The technician also advised that he had attempted to pull up the Customer Agreement for Ms. [redacted] to view, but it would not load. Ms. [redacted] chose to sign the Customer Agreement regardless. Ms. [redacted] was also offered the opportunity to have the technician go out to her home to remove the wire and bushing, and caulk the holes. Ms. [redacted] advised she would call back.
Between March 16, 2018 and April 2, 2018, Ms. [redacted] called in numerous times regarding the speed and connectivity of her service. During this timeframe, she was guided through troubleshooting; provided with a credit of $25.00 and a discount of $10.00 off her bill per month for 12 months; and educated on Viasat’s Unlimited Data Policy, as described above.
As resolution to this complaint, Viasat will agree to waive Ms. [redacted]’s early termination fees in full if she disconnects prior to April 16, 2018. Ms. [redacted] is responsible for returning Viasat’s modem and transceiver within 30 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 instructions.
Regarding her damage claim, Viasat has escalated to its Home Service Provider that Ms. [redacted] would like the holes drilled into her wall filled.
If Ms. [redacted] would like to move forward with disconnecting her account, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. 27606122.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $100 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited...

Data Silver 25 service plan provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 60 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting 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 60 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement, signed by Ms. [redacted] on February 14, 2018, 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 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 that speeds may vary and are not guaranteed.Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite.  “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive.  For the vast majority of internet uses latency has no affect.  Latency can have an impact on games and virtual provide networks, however.  Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all.Our records show Ms. [redacted] purchased Viasat’s Unlimited Data Silver 25 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Ms. [redacted] at the point of sale.Ms. [redacted] first called in regards to her Viasat services on February 26, 2018. She stated that her service had been recently installed and that she had reached her threshold for her Viasat service plan. Ms. [redacted] requested a transition to a larger plan, and the Viasat representative assisting her offered her Viasat’s Unlimited Gold 30 plan. Ms. [redacted] declined the transition and requested to disconnect her account. The Viasat representative advised Ms. [redacted] of early termination fees, and Ms. [redacted] requested to speak to a supervisory representative. The supervisor advised of ways to reduce data usage, and again advised Ms. [redacted] of her early termination fees. Unfortunately, the call disconnected. Ms. [redacted] contacted Viasat again on February 26, 2018 and requested to disconnect services with no early termination fees. A Viasat representative assisted her in troubleshooting her modem, which could not be completed due to not having the proper equipment to finish. Ms. [redacted] stated she would contact Viasat again once she had the proper equipment. On March 9, 2018, Ms. [redacted] contacted Viasat several times in order to reach a resolution about her Viasat services. She was correctly advised that her early termination fees would be valid if she chose to disconnect, and was offered troubleshooting in regards to her slow speeds, which she declined. Ms. [redacted] was offered $20 off per month for the next six months, which she accepted.On March 17, 2018, Ms. [redacted] contacted Viasat in regards to the latency of her service. A Viasat representative advised Ms. [redacted] that her service will come with some latency due to the nature of satellite internet. A speed test completed by the representative revealed that her speeds were well within her plan limits. In light of this complaint, Viasat has reviewed Ms. [redacted] account for speeds, and have determined that she is receiving speeds well within range of her plan. Due to this, Viasat does not agree to waive Ms. [redacted] full early termination fees. Viasat will agree to waive half of Ms. [redacted] early termination fees in an offer of goodwill should she choose to disconnect. If Ms. [redacted] would like to take advantage of this offer, or she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted]. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any misunderstanding she may have experienced with ViaSat.
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.
The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms. [redacted]’s electronic signature on the Customer Agreement dated June 28, 2016. Each customer has access to ViaSat’s Customer Agreement at [redacted]. 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.
Our records show Ms. [redacted] called ViaSat three times on July 8, 2016. During her initially call, Ms. [redacted] advised that she was experiencing slow speeds. At this time, the ViaSat representative reviewed Ms. [redacted]’s account and informed her that she had exceeded her monthly Priority Data and had subsequently been slowed, pursuant to ViaSat’s Data Allowance Policy. The ViaSat representative also advised Ms. [redacted] that she could transition her service to a plan that offered more data, purchase additional data through ViaSat’s Buy More program, or have a one-time removal from restriction processed on her account. The ViaSat representative also assisted Ms. [redacted] with setting up her online Customer Portal at myexede.net.
Ms. [redacted] transitioned her service from ViaSat’s Liberty 10 GB plan to the Liberty 18 GB plan.
During Ms. [redacted]’s second call with ViaSat, Ms. [redacted] expressed concerns that she was seeing a discrepancy in her speeds between her home and work computers. At this time, it was determined that Ms. [redacted]’s slow speeds on her work computer were because she was using the service through a VPN client. The ViaSat accurately advised Ms. [redacted] that ViaSat does not recommend the use of virtual private network (VPNs) or remote computer access applications with ViaSat’s service. Virtual private networks and remote computer access may be very slow with the Internet Service. Some virtual private networks may not work at all.
At this time, Ms. [redacted] asked to disconnect, at which time she was reminded of the applicable early termination fees. ViaSat does not provide a grace period for its services.
Ms. [redacted] called a third time later to speak to a supervisor. During her conversation with the ViaSat supervisor, Ms. [redacted] was once again advised that the early termination fees would be valid; however, the supervisor offered to waive $100.00 off the early termination fees. Per her request, Ms. [redacted]’s account was disconnected. Unfortunately, the request for $100.00 off Ms. [redacted]’s early termination fees was rejected on July 9, 2016 as the full amount was considered valid.
On August 1, 2016, ViaSat charged Ms. [redacted] $374.03 in early termination fees ($343.06) plus prorated fees based on her service plan transition ($30.97). As there was no payment method on file, this amount remained as a balance due on Ms. [redacted]’s account until August 29, 2016, at which time the account was referred to outside collections.
In consideration of Ms. [redacted]’s short term as a ViaSat subscriber, ViaSat will agree to waive the balance due of $374.03. This request has been escalated as of September 13, 2016.
Thank you for the opportunity to respond.

Revdex.com:I am pleased with their response. thank you for dealing with me in a timely matter.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any confusion he may have experienced with ViaSat.
The Vacation (Hibernation) package is a low cost product for customers who may be gone from the location where the ViaSat service is installed for a long period of...

time. The Vacation plan suspends the internet service at $9.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Vacation plan can be active for a minimum of 60 days and a maximum of 180 days in a rolling 12-month period (i.e. September 3, 2016 - September 3, 2017). If a customer has been on the Vacation plan for the maximum 180 days and does not call ViaSat to resume regular service, ViaSat will automatically restore the service to either the plan the customer was on before or the lowest-priced plan available in their area.
Our records show Mr. [redacted] called ViaSat on November 16, 2015, at which time his account was transitioned to the Vacation plan, per his request. Mr. [redacted]’s service remained on the Vacation plan until May 16, 2016, when he called to resume regular service on the Exede 15 GB plan at $79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
On November 15, 2016, Mr. [redacted] called and had his account placed on the Vacation plan once again. The plan was active on his account until December 28, 2016, when it was transitioned back to the Exede 15 GB plan.
Mr. [redacted] was charged $133.58 in monthly service fees, including prorated charges based on his service transition, on January 16, 2017. He contacted ViaSat via online chat twice the same day regarding the charge and his service plan. During both conversations, the ViaSat representatives attempted to explain to Mr. [redacted] why his account had been removed from the Vacation plan, but the chats dropped each time.
ViaSat received a call from Mr. [redacted] on January 17, 2017 regarding his service plan, at which time he was informed that his account had been removed from the Vacation plan because he had exceeded the maximum 180 days. Mr. [redacted] was also informed that he would be unable to receive the Vacation plan again until May 2017. This information was reiterated to him by two supervisors. When Mr. [redacted] requested the disconnection of his account, he was transferred to a member of ViaSat’s Retention Support Team for further assistance. During this conversation, the ViaSat representative offered to transition Mr. [redacted]’s service plan to the Essential 10 GB plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee, and provide him with a credit of $20.00 off his bill per month for 6 months to lower his bill to the Vacation plan price. Mr. [redacted] accepted this offer.
Our review of the account shows that Mr. [redacted]’s account should not have been transitioned from the Vacation plan at this time. We apologize for any frustration this may have caused him to experience.
As resolution to this complaint, ViaSat will transition Mr. [redacted]’s account back to the Vacation plan and provide him with a refund of $112.91 from the payment he made on January 16, 2017. The $112.91 is the difference between the Exede 15 GB plan and the Vacation plan. However, Mr. [redacted] should be advised that since we are transitioning his service to the Vacation plan, the retention offer of $20.00 off his bill per month for 6 months will be cancelled.
Mr. [redacted]’s account has been transitioned as of January 18, 2017. If Mr. [redacted] has any further issues regarding the Vacation plan service, he may contact ViaSat’s 24-hour Customer Service Department at 1-[redacted] in reference to ticket no. 21132545.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to Viasat’s attention. We apologize for any issues she may have experienced. Viasat collected $150.58 for the monthly services on December 4, 2017. On December 4, 2017, ViaSat received contact from Ms. [redacted] who requested the disconnection...

of her Viasat account. During her conversation with the Viasat representative, Ms. [redacted] was advised that the disconnection could occur but that she would not be refunded for any unused services. The ViaSat representative offered to disconnect her account before her next billing cycle date to avoid any unused services; however, Ms. [redacted] requested to disconnect that day.  On December 6, 2017, Viasat received contact from Ms. [redacted] again to request a refund for the unused services. During this conversation Ms. [redacted] was educated that that Viasat does not provide a refund for unused services regardless of when an account is disconnected. In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms. [redacted] the unused services of $150.58 to the payment method on file. The refund should be received by Ms. [redacted] within three to five business days. If she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333.  Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced with Viasat.
In order to expedite Ms. [redacted] concerns, Viasat recommends that she issue a chargeback dispute through her financial institution. Alternatively, if Ms. [redacted]...

does not want to take this route, she may email a copy of her bank statement showing the charge and provide the last four digits of her payment method so Viasat may further research and locate the charge in question. This documentation may be emailed to [email protected]. Ms. [redacted] should be advised to black out any personal information.
Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, despite their lies in their response and lack of care and concern for the customer. All I wanted was the disconnect fees waived. Since they've agreed to that I'll consider myself satisfied. 
Sincerely,
[redacted]

Since last contacting ViaSat on March 14, 2017 regarding the connectivity of his ViaSat account, ViaSat did not receive contact from [redacted] again until May 13, 2017. At this time, [redacted] sent an email into ViaSat’s Customer Service Department stating he had no connectivity. The ViaSat representative replied to [redacted] educating him that there was a current weather outage within his area; however, his system appeared to be online. If [redacted] needed further technical assistance, he was educated to contact ViaSat’s Technical Support team at [redacted] did not contact ViaSat’s Technical Support team. Furthermore, as of today, May 17, 2017, [redacted] has used 13.1 of his 10 GB plan. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowance. This means that web pages and email will take significantly longer to load and most other internet activities will not work. [redacted]’s usage will reset on May 20, 2017. If [redacted]’s current plan not meeting his needs, he may transition to one that will better suit his needs. ViaSat believes this complaint has been resolved given the information provided. Thank you.