ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.
The Customer Agreement, signed by Ms. [redacted] on January 8, 2013 and available at exede.com/legal, states that...

subscribers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after their disconnection. This equipment return kit is usually delivered to the mailing address ViaSat has on file for the customer.
Ms. [redacted] contacted ViaSat on May 13, 2015 to disconnect her account. During this conversation, she was advised of the above information regarding the return of her equipment. ViaSat attempted to deliver the UPS box to Ms. [redacted]'s mailing address ([redacted] XXXXX-XXXX); however, it was returned to sender. Once a box has been returned to sender, ViaSat is unable to deliver it to the same address.
Between June 19, 2015 and July 27, 2015, Ms. [redacted] contacted ViaSat three times regarding the equipment return kit. Each time, a request was escalated to have the box sent to Ms. [redacted]; however, during the June 19, 2015 and July 16, 2015 interactions, these requests were not escalated correctly to have the box shipped to Ms. [redacted]'s physical address ([redacted] XXXXX). We apologize for any frustration this may have caused Ms. [redacted] to experience. On July 16, 2015, ViaSat collected a payment of $312.48 for the unreturned equipment fees.
On July 27, 2015, a request to have the box shipped to Ms. [redacted]'s physical address was escalated. The equipment return kit was delivered to Ms. [redacted]'s home address on August 5, 2015. ViaSat received the equipment on August 15, 2015. A refund for the payment of $312.48 was issued to Ms. [redacted]'s payment method on September 1, 2015.
We apologize for any frustration Ms. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms. [redacted]'s complaint.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on February 26, 2014 and available at exede.com/legal, advises that customers are responsible for returning...

ViaSat’s modem and transceiver within 30 days after their disconnection. Failure to return the leased equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after disconnection. ViaSat does not ship the prepaid UPS box to customers prior to the disconnection of their account.
Our records show Mr. [redacted] called ViaSat on October 11, 2015 because he was moving and wished to disconnect his Exede Voice service. During this conversation, the ViaSat representative advised Mr. [redacted] that he had both Exede Internet and Voice service with ViaSat, and confirmed that Mr. [redacted] only wished to disconnect the Exede Voice service at that time. Per Mr. [redacted] request, the Exede Voice service was removed from his account while the Exede Internet service remained active.
ViaSat did not hear back from Mr. [redacted] until December 8, 2015, at which time he requested the disconnection of the Exede Internet service. The ViaSat representative reviewed the disconnection disclosures with Mr. Danielian, including the applicable early termination fees and that he was responsible for returning ViaSat’s modem and transceiver, before processing the disconnection request.
Mr. [redacted] called again on December 14, 2015 because he had received the equipment return kit, but had already returned his equipment. At this time, the ViaSat representative reviewed Mr. [redacted] account and incorrectly advised him that they saw evidence of his equipment being returned, and advised him to throw the equipment return kit away. We apologize for any confusion this may have caused Mr. [redacted] to experience.
As ViaSat had not, in fact, received Mr. [redacted] equipment, ViaSat charged him $318.00 on January 28, 2016; however, as Mr. [redacted] payment method had expired on January 4, 2016, no payment was collected. Mr. [redacted] called ViaSat regarding the charge on February 8, 2016, at which time a request was put in to ViaSat’s Logistics Department for the equipment to be located. On February 11, 2016, it was determined that Mr. [redacted] equipment had not been returned to ViaSat.
On February 15, 2016, the balance of $318.00 was sent to an outside collections agency.
ViaSat received a call from Mr. [redacted] on April 5, 2016 because he had received notice from the collections agency regarding the balance due. During this conversation, Mr. [redacted] disputed the charge, advising that he had sent the equipment back in October 2015. The ViaSat representative reviewed Mr. [redacted] account, and accurately informed him that ViaSat had no record of his equipment being returned. Mr. [redacted] was also reminded that his account had not been disconnected until December 2015.
When Mr. [redacted] described the equipment he’d returned, the representative advised him that he was not describing ViaSat’s equipment and asked for a tracking number for the box he’d sent in October so the matter could be further investigated. Mr. [redacted] declined to provide a tracking number. The ViaSat representative escalated an internal request to have the ViaSat equipment tracked and located, but advised Mr. [redacted] that the charge of $318.00 was valid until it was determined he had returned the equipment.
On April 6, 2016, it was once again confirmed that ViaSat had no record of Mr. [redacted] returning ViaSat’s modem and transceiver.
In order to come to a resolution regarding this complaint, and as a gesture of goodwill, ViaSat will have Mr. [redacted] account removed from collections with the balance due waived. This request has been escalated as of April 6, 2016. Mr. [redacted] should be advised that it may take 7-14 business days for the request to be processed. For his records, this request was created as ticket no. [redacted].
We apologize for any frustration Mr. [redacted] may have experienced. 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]It seems that this matter has been resolved with Excede.  We wish to keep the original...

complaint as it stands because we feel  the company  practices poor business judgments and are lacking in their communication skills and customer service.  We incurred direct expenses due to their poor practices and would not recommend their internet service to others.   Thank you for your time regarding this matter.

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused him. At the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early...

termination fees. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on February 27, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. 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. Mr. [redacted] was charged $269.52 for canceling the services before the 24 month agreement was fulfilled. These charges are valid and will remain valid to the account. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they use the term "up to 12MB", I guess that makes it okay to not even give me 1/4 of the internet speed advertised. In the same town, with the same computer and modem, through a different internet provider (mediacom) I am paying for a 10 MB service. When I checked the speed on that, it was anywhere from 8.8 - 9.4, which is much closer to what they advertise. Why doesn't ViaSat advertise "up to 100 MB" to really fool their new customers? Since it said "up to", I suppose that would be legal as well. It is frustrating when a company can basically lie about it's service, but me as a consumer, is bound by a contract because I cancelled early on a service that was no where close to what was advertised!
Final Business Response /* (4000, 9, 2015/09/30) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. We apologize that Mr. [redacted] feels the service did not meet his needs or expectations which led to the disconnection of the account. As stated in the previous response ViaSat offers up to 12 mbps but these speeds can vary depending on many variables which were included in the previous response. ViaSat stands by their service and the charges will remain valid to the account. Thank you for allowing ViaSat the opportunity to respond.

Mr. [redacted] claim that ViaSat closed any online ticket does not appear to be accurate. All opened claims by Mr. [redacted] are still open. Additionally, Mr. [redacted] services were not upgraded at the time of the service call; however, his outdoor unit (transceiver) was replaced. The EasyCare product was removed from Mr. [redacted] account and a refund for the $5.99 collected on May 16, 2016 has been issued to the payment method on file as of May 20, 2016. The refund should be received by Mr. [redacted] in three to five business days. Again, in response to this complaint ViaSat does not agree to waive Mr. [redacted] early termination fees should he wish to disconnect his services as a free service call was scheduled, and service issues improved. Given this information, ViaSat believes this complaint has been resolved. Thank you!

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. The Customer Agreement signed by Ms. [redacted] on June 12, 2014 states that monthly service and lease fees are payable in advance.  Customers are...

also made aware of this at the time of the sale.  Ms. [redacted] contacted ViaSat on July 16, 2016 to request the disconnection of her ViaSat services. At that time, ViaSat had already collected Ms. [redacted]’s monthly service charge of $75.72. As the charges had already occurred, and as the Customer Agreement states, ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminated. Customers are reminded of this when they elect to disconnect their service. As of today, August 31, 2016, ViaSat has not received any notification from Ms. [redacted]’s bank for the dispute of these charges. Furthermore, Ms. [redacted] does not have a past due balance, her account has not been sent to collections, and no collection attempts are being made. In response to this complaint, as Ms. [redacted] already received the funds back to her by her bank, there is not action to be taken by ViaSat. Once ViaSat receives the chargeback from Ms. [redacted]’s bank, we will accept this and add the appropriate credit to her account so no further charges occur. Additionally, Ms. [redacted]’s payment method on file has been stop dated as of today, August 31, 2016. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 6, 2015/07/30) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any issue she may have experienced with ViaSat.
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. Each of these points is also addressed in the Customer Agreement. ViaSat neither advertises nor provides customers with a 30 day trial period for the service. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. 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 July 17, 2015. We apologize for any misunderstanding regarding the electronic signature process.
Ms. [redacted] is currently receiving ViaSat's Exede Evolution 5 GB plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with unlimited access to web pages and email, and 5 GB for all other internet activity. There is also a current promotion on Ms. [redacted]'s service plan that provides her with an additional 10 GB of data per month for the first six months of service (a total of 15 GB per month for the first six months). Under the Exede Evolution plan, accessing web pages and email will generally not count towards a customer's monthly data allowance. However, all other internet usage will count toward the monthly data allowance, including internet activity embedded in web pages or email, streaming video or audio media, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than 25 MBs. If the customer uses 100% of their monthly data allowance, access to the Internet may be slowed and restricted pursuant to the Data Allowance Policy.
ViaSat received a call from Ms. [redacted] on July 28, 2015 because she had exceeded her monthly data usage. During this conversation, the ViaSat representative reminded Ms. [redacted] of the Data Allowance Policy, and advised that her usage had gone towards the following traffic categories:
Web browsing
Software updates
Communications - e.g., video/audio chat, instant messaging, etc.
Media - e.g., Netflix, YouTube, Spotify, etc.
Marketplaces - e.g., iTunes, Windows Store, etc.
Storage - e.g., cloud storage and online backup, file transfers, etc.
Social networking - e.g., Facebook, Twitter, Instagram, etc.
The ViaSat representative also advised Ms. [redacted] that she could purchase more data on an as-needed basis, and utilize the Early Bird Free Zone from 3:00 AM to 8:00 AM, local time, during which unmetered data is provided to customers at no extra cost; but advised that they did not believe this particular service plan would meet Ms. [redacted]'s needs. At this time, the ViaSat representative advised Ms. [redacted] of the other service plans available to her, and offered to apply 5 GB of free additional data onto the account as a one-time courtesy to restore her speeds. Ms. [redacted] declined the additional data, to transition her service plan, and to purchase additional data at that time. When Ms. [redacted] mentioned that she'd been advised of a 30 day trial period for the ViaSat service, the representative reminded Ms. [redacted] that ViaSat did not provide any such trial period, and that disconnecting the service would result in applicable early termination fees. Ms. [redacted] advised she would call back.
As resolution to this complaint and in consideration of Ms. [redacted]'s short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in full if she disconnects prior to August 20, 2015. Ms. [redacted] will be responsible for returning ViaSat's modem and transceiver within 30 days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return.
If Ms. [redacted] would like to move forward with the disconnection of her account, she [redacted] 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 [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.     ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to...

manage their data usage and stay within the data limits of their service plan. ViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net.   Pursuant to ViaSat’s Bandwidth Usage Policy, when an Exede Freedom plan customer uses greater than 150 GBs of data during their monthly billing period, web and email speeds may not be slower, but other types of internet use, including video streaming, will be slower until the end of their monthly billing period. When our network is busy and the customer has used greater than 150 GB of data, that customer will have lower priority on our network until the end of their monthly billing period.  This may result in slower speeds when the network is busy.  If the customer has used greater than 150 GB, ViaSat may contact the customer and give them the option to reduce their usage or transition to another service plan.  If they did neither, ViaSat may terminate service.  Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by [redacted] on December 08, 2015.   The most common causes for high data usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files (e.g. viewing pictures on [redacted] or through [redacted]).  Customers have the choice to purchase additional data under ViaSat’s Buy More option at $10.00 per 1 GB on an as-needed basis, but are not required to do so.  Alternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:00 AM to 5:00 AM / Early Bird Free Zone from 3 a.m. – 8 a.m., local time, during which unmetered service is provided at no extra cost.   As of today, August 14, 2017, [redacted] has used 17.4 GB of her 150 GB data allotment for the month. The majority of this usage has been used towards web browsing and media ([redacted]).   In response to this complaint, ViaSat escalated [redacted]’s account issue internally to make sure her usage meter is working properly. As of February 2, 2017, ViaSat has not found any issues with [redacted]’s usage meter.   If [redacted]’s continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activity.  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. [redacted] from ViaSat called me and was very helpful. She has agreed to work with me to find out where my usage is going and how to resolve any problem with it. 
Sincerely,
[redacted] And [redacted]

Initial Business Response /* (1000, 5, 2015/06/19) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. At this time ViaSat is currently requesting the sales call to be pulled so we can listen to see what was said at the...

time of sale. ViaSat will follow up within 7 business days once we are able to review the call. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing to accept yet. Will look forward to seeing ViaSat's response after they listen to the phone call. Also, the technician that installed the satellite told my wife we had 21 days to cancel. His name is Mott Jarran.
Final Business Response /* (4000, 10, 2015/06/30) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. ViaSat responded on June 22, 2015 with the following message. Thank you for allowing ViaSat the opportunity to research and pull Mr. [redacted]'s sales call. After reviewing the sales call, ViaSat has found that Mr. [redacted] was indeed advised he would have 21-30 days to cancel his services without any early termination fees. With that being said Mr. [redacted] will not be charged early termination fees if and when he chooses to disconnect his account. Mr. [redacted] can contact ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXX when he is ready to disconnect. ViaSat once again apologizes for any miscommunication and inconvenience this [redacted] have caused. Thank you for allowing ViaSat the opportunity to respond.
Final Consumer Response /* (2000, 13, 2015/07/10) */

Initial Business Response /* (1000, 5, 2015/09/08) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. ViaSat apologizes for any inconvenience this 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, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on August 1, 2015 and available at exede.com/legal. ViaSat apologizes if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat records all calls for quality assurance purposes. ViaSat was able to pull the sales call and listen. During the sales call the agent did discuss the Data Allowance Policy with Ms. [redacted] and went over packages that would best suit her needs; however, the sales agent did not cover the 2 year agreement. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account. Ms. [redacted] will still be responsible for sending back the equipment using the prepaid shipping label and box provided by ViaSat through UPS. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear ViaSat,
I appreciate the respond from the company; unfortunately, the sales representative wasn't too informative with the sale. I'm glad the company was able to waive the fees.
Have a great day,
Mrs.[redacted]
Final Consumer Response /* (3000, 13, 2015/09/15) */
A piece from the satellite dish.
I did agree with the company to return the equipment, however, the company is requesting a piece of the dish back, which the technician put that dish 30 plus high on my property
I want the business to come and take off the dish off my property. First the sales rep failed to tell me all the details and agreement of the contract, however, I had no knowledge that I was under contract for 2 plus years. The technician put the dish over 30 feet high and it's very hard for me to get up on my house. What type of customer service this company is offering to their customers? I called excede on 9/11/15, to please have a technician remove their equipment from my house the same way they come to my house to install the service, per the rep he stated I only have to options either pay their technician to come out or pay the company 125, per the rep either or I not going to benefit. I want this dish off my HOUSE! I don't want their equipment I just want to return it ASAP and NEVER do business with this company. Please have this issue resolve ASAP! This is my property and I want their equipment off my house! I don't want to cause any problems, I just want that dish out!
$125.00
Final Business Response /* (4000, 18, 2015/09/16) */
Thank you for bringing Ms. [redacted]'s response to ViaSat's attention. ViaSat understands that Ms. [redacted] is unable to return the tria which is the piece off of the dish. ViaSat requires both the modem and the tria be returned in order to avoid any future charges to the account. In order to arrive at a resolution ViaSat will waive the charge of the tria so that Ms. [redacted] does not have to return that pieces. Ms. [redacted] will still be responsible for returning the modem. ViaSat will not be sending a technician to the home to remove the dish, should Ms. [redacted] wish to have the dish removed she will need to pay for those services. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:The issue has not been resolved. I am still experiencing packet loss and slow speeds. Multiple people at Exede have stated that the issue is most likely satellite congestion. However, the company refuses to public admit that congestion is the problem because they are responsible for the problem and have no way to fix the problem. They are continuing to lie repeatedly about what is going on. I have also submitted a complaint to the FCC and Missouri Attorney Generals' office about this issue.
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.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] response to our attention.We apologize if Ms. [redacted] feels she wasn’t informed of the events that transpired on her account. As per our last response, Ms. [redacted] was removed from collections on January 16, 2017. This can be up to a 30-day process once initiated. Ms. [redacted] account was not reported to any credit agencies.At this time, Viasat feels that all appropriate actions have been taken. 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.

Complaint: [redacted]
I am rejecting this response because:There is no further action required, BUT I'd like my complaint to be kept on file.  No time was I told by Viasat that there was a 7 day period required to change my payment method.  No time was I told there was early termination fee of contract, no time was I told there was no 30 day trial period, no time was I told there were internet data limits, no time was I told my internet speed would drop to 1-5 mbpd.  I asked to speak to customer service supervisor and was denied.  Their internet connection was so bad I had to go to library to use internet.  Their internet installer used "aluminium foil" to seal the holes in my hard wood floors he passed the cable through.  Worst customer service I've ever experienced.  Please post these comments do other potential customers can read.Thanks Revdex.com for your quick attention and service on my complaint
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The Customer Agreement signed by Mr. [redacted] on December 19, 2016 states that all monthly fees are payable in advance.  Customers are also made aware of this at the...

time of the sale.  Regarding the charge to Mr. [redacted]’s credit card, ViaSat collected an advanced payment for the first month of service on December 20, 2016. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale.  Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on December 19, 2016, and it is 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 usage.  Mr. [redacted] contacted ViaSat on December 26, 2016 and disconnected the services as they were not meeting his needs or expectations. Mr. [redacted] was advised that he will need to send back the equipment in order to avoid any future charges. Failure to send back the equipment will lead to a $150 charge for each non-returned piece not including taxes. Mr. [redacted] will want to use the prepaid shipping label and box that he will receive within 7-10 business days to send back the equipment listed in the diagram and instructions. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account. ViaSat will not refund the first months payment as the services were used. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We 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 area. Customers 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. [redacted] (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 usage. This 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 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset. 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. Ms. [redacted] is currently receiving ViaSat’s Evolution 20 GB service plan at $69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with a 20GB monthly data allowance and speeds up to 12 Mbps for download, and up to 3 Mbps for upload. Upon review of Ms. [redacted]’s account, ViaSat determined that the usage is being consumed by web browsing and other traffic (Misc. Apps and Internet Privacy). Currently, Ms. [redacted] has consumed 20.7 GB of usage and her usage will reset on April 12, 2016. Since March 8, 2016, Ms. [redacted] has been credited $225.34. Currently, she has a credit of $195.35 that is pending on her account. These credits will apply towards her bill on April 12, 2016. In order to bring this complaint to resolution, ViaSat will agree to upgrade Ms. [redacted]’s account to the Freedom plan at $99.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. However, ViaSat will not agree to offer this to Ms. [redacted] at the discounted price she is requesting for the remainder of her contract. Yet, ViaSat will agree to discount this package to Ms. [redacted] for four months. ViaSat will apply credits to her account to go towards her June, July, August, and September bills as Ms. [redacted] currently has credits applied to her account already that will cover her April and May bills at no charge to her. These credits will keep Ms. [redacted] at the $80.78 monthly charge during June, July, August, and September. As of today, April 1, 2016, Ms. [redacted]’s ViaSat account has been upgraded to the Freedom plan. If Ms. [redacted] 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.

Complaint: [redacted]
I am rejecting this response because:i did fax over my bank statement as requested and have not received the refund for overdraft fees.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat's customer service department on April 14, 2015 to request the...

disconnection of his ViaSat account. During his conversation with ViaSat's customer service representative, Mr. [redacted] was advised of the leased equipment return policy, and potential charges should the equipment not be received by ViaSat in 30 days from the date of disconnection.
Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. Mr. [redacted] was charged an unreturned equipment fee of $300.00 on June 13, 2015, per the Customer Agreement signed by Mr. [redacted] on June 7, 2013.
The tracking number associated with Mr. [redacted]'s account (1ZAFXXXXXXXXXXXXXX) shows on UPS.com that the prepaid shipping labels and boxes were returned to ViaSat on May 14, 2015 after three attempts to deliver to his location. If Mr. [redacted] has an alternate tracking number he can provide ViaSat is willing to refund the equipment charges of $300.00 once returned.
Again, we apologize for any confusion this situation may have caused; however, ViaSat has not received Mr. [redacted]'s leased ViaSat equipment. Therefore, we are unwilling to issue a refund until a tracking number can be provided showing the return of the leased equipment.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that ViaSat as an organization does not have its records in order in this matter. They allege that I never received a box with which to return the equipment.
A return box was delivered to me - not in East Alton, IL, as the tracking number provided in its most recent response details, but in Grafton, IL. I can describe the box I received. I contained a second, return label that could be (and was) affixed over the top of the first label. It also contained foam padding with three cutout areas - one for the charger, one for the modem, and one for the transceiver. It also contained an informational flyer printed on glossy paper that when folded out measured around 18" x 18". Orange was a prominent color on the flyer. The return address was to somewhere in Colorado. I deposited said package, with the new label affixed, at my place of work, into the hands of a UPS deliveryman.
Viasat may have its records wrong. They may have lost the package. I'm even willing to grant that, however unlikely, UPS may have lost the package. Their stance that my inability to produce a tracking number should preclude the recovery of my money, however, looks to me to be simple, old-fashioned stonewalling.
Whatever to exact cause of this confusion, the problem here seems to lie in their system of handling returned equipment. Their unwillingness to take responsibility for their system's limitations (most charitably) or its failures (less, but not least, charitably) constitutes an unsatisfactory response.
Final Business Response /* (4000, 9, 2015/08/24) */
We understand Mr. [redacted]'s position, and per ViaSat's previous response the tracking number (1ZAFXXXXXXXXXXXXXX) was supplied to Mr. [redacted] to return the leased equipment. However, East Alton, IL was the last known location of this package. Given the information provided by Mr. [redacted] and our understanding that this package may have been lost by UPS, ViaSat will agree to refund the charges for failure to return the leased equipment of $300.00. This refund was issued to Mr. [redacted]'s payment method on file as of August 24, 2015 and should be received by him within three to five business days. Thank you!

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat recently updated their email platform from [redacted] to [redacted] ViaSat received a call from Mr. [redacted]...

regarding this issue on August 3, 2015 and ViaSat's customer service rep was able to walk Mr. [redacted] through the new site and signing in. If Mr. [redacted] is still having any issues logging into his account he may contact customer service anytime at XXX-XXX-XXXX for assistance. ViaSat was able to confirm that Mr. [redacted]'s payment method has been updated multiple times in the past few years, currently there is an active payment method on file that expires 01/2017 and this is the payment method that ViaSat is using and will continue to use. We apologize for the suspension as this was due to a glitch in the system and this was explained to Mr. [redacted] on August 31, 2015 and a credit for $9.99 was added to the account due to the inconvenience. We are sorry to hear Mr. [redacted] is experiencing slow speeds, as of today September 17, 2015 Mr. [redacted] has used 9.2 GB out of his 10 available and currently has 0.8 remaining until September 24, 2015 and at that time the usage will reset back to 0. Mr. [redacted] also purchased 1 GB of buy more usage that he has available once the 0.8 runs out. Should Mr. [redacted] continue to see speed issues he can contact customer service at XXX-XXX-XXXX to have troubleshooting performed and if deemed necessary ViaSat will issue a service call for Mr. [redacted]; however, at this time ViaSat does not see any issues with the service. Thank you for allowing ViaSat the opportunity to respond.