ViaSat, Inc.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] As per ViaSat own admission, they have downgraded my service that was ordered.  According to their response, I was only given Liberty 12 with equipment lease fee.  My confirmation order from DirecTV was for Liberty 12 - Boost 25 + WiFi at a cost of 69.99 and equipment lease fee monthly of 9.99.  The piece of equipment that was installed does provide for wi-fi service.   Once again, ViaSat cannot seem to get their facts correct, even as to what service they are suppose to be providing.  No wonder I had problems obtaining up to the boost speed of 25 Mbps when according to their admission in their last response, I only had Liberty 12 without the boost 25.  So, if they are only billing me at Liberty 12 without boost 25, then why was my payment for more than 87.00 dollars?  Must have been an overcharge for that would have been more than 20 percent tax rate.   ViaSat needs to get their figures together and properly set up the accounts.  Either that, or they need to hire someone that can read.  It is apparent that the individual that responded from ViaSat is only guessing!!

Thank you for bringing Ms. [redacted]’s complaint to ViaSat attention. We apologize for any confusion or frustration this situation might have caused.   On October 6, 2016, Ms. [redacted] contacted ViaSat to request to have her payment method removed from her ViaSat account. During this...

conversation, Ms. [redacted] was offered $10.00 off her account for twelve months as a gesture of good faith. Ms. [redacted] accepted this offer, but still decided to remove her payment method from her ViaSat account.   Between October 6, 2016 and today, April 27, 2017, ViaSat has not received any contact from Ms. [redacted]. ViaSat was unable to collect Ms. [redacted]’s monthly service charges on her account between October 6, 2016 and January 24, 2017 when her account was disconnected due to nonpayment.   On March 27, 207, Ms. [redacted]’s ViaSat account was sent to our outside collections agency as she had a past due balance of $523.04 for the monthly service charges ($111.16) , early termination fees ($93.88) , and failure to return the leased equipment ($318.00).   At the time of disconnection, Ms. [redacted] was responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she was 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 was delivered to her home address within a week after her disconnection, and it will include return instructions.  Ms. [redacted] did not contact ViaSat’s 24-hour Customer Service department to advise she needed assistance with returning her leased equipment.   As of today, April 27, 2017, Ms. [redacted]’s ViaSat account has been sent to our outside collections agency for the past due balance of $523.04. ViaSat will agree to remove the balance owed for failure to return equipment ($318.00) once the leased equipment has been returned. If Ms. [redacted] would like to schedule a service call to have the equipment retrieved, please have her contact ViaSat’s 24-hour Customer Service at [redacted]. However, the charges for the past due monthly service charges and early termination fees are valid per the Customer Agreement. Thank you for the opportunity to respond. Tell us why here...

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]

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.
They agreed to return my lease fee for $199 based on the conversation with customer service 2-13-16 and $99 ($99 was part of the agreement).  I should not owe anything and will return items immediately once the box to return the items arrives.  I have the service disconnected as of 2-13-16 and everything has been made right by Via Sat.

Initial Business Response /* (1000, 10, 2015/12/31) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
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 Mr. [redacted] on December 19, 2014 (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.
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr. Napier's plan 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 Mr. [redacted] (also available at exede.com/legal). ViaSat does not automatically charge customers when they go over their monthly data allotment. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 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, local time, during which unmetered service is provided at no extra cost.
Mr. [redacted] contacted ViaSat on fourteen separate occasions to discuss the Data Allowance Policy with a ViaSat representative. During his conversation with a ViaSat representative on October 23, 2015, Mr. [redacted] was educated that his usage was being utilized on Software updates. Mr. [redacted] informed the representative that this usage was not caused by his household, but believed to be his neighbor. As a gesture of good faith ViaSat applied 3 GB's of additional usage to Mr. [redacted]'s account.
On November 10, 2015 Mr. [redacted] contacted ViaSat's customer service department again to discuss his usage and request the disconnection of his ViaSat account. During his conversation he was again advised of the usage, and the fees associated with the disconnection of his ViaSat account.
In order to bring this complaint to a resolution and as a gesture of good faith ViaSat will agree to refund the charge associated with the early termination fees; however, ViaSat does not agree to refund any charges associated with Mr. [redacted]'s monthly services. A refund of $212.47 will be issued to Mr. [redacted]'s payment method on file and should be received within three to five business days. If he does not receive this refund within this time period, please contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 12, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Complaint Response Date bumped because: Data Base Migration

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.
Our review of her account shows that she contacted ViaSat on August 26, 2015 to move her service to a new address, and...

to disconnect her original service. Ms. [redacted]'s requests were processed accordingly, and a request for the waiver of her early termination fees was escalated. Unfortunately, because the service was not active at Ms. [redacted]'s new address yet, the request was rejected.
On September 1, 2015, Ms. [redacted] was charged $268.55 in early termination fees. She contacted ViaSat the same day regarding the charge and her move, at which time a refund request was placed. ViaSat's timeframe for processing refunds is 7-14 business days, though the timeframe made vary depending upon volume.
Ms. [redacted] called back on September 12, 2015 and September 15, 2015 regarding her refund. Each time, she was accurately advised that the ticket was still open and had not been worked yet. During the September 15, 2015 conversation, Ms. [redacted] was also provided with instructions on how to email a copy of her bank statement into ViaSat for reimbursement of her overdraft fees. On September 18, 2015, a refund of $268.55 was issued to Ms. [redacted]'s payment method. It may take 3-5 business days from the issue date for Ms. [redacted] to see the amount deposited into her account.
ViaSat received another call from Ms. [redacted] regarding the reimbursement of her overdraft fees. During this conversation, Ms. [redacted] was advised that she must fax in a copy of her 30-day rolling bank statement showing the charge for the early termination fees and the subsequent overdraft fees. She was also advised that ViaSat would reimburse her via check if her claim was found valid. Ms. [redacted] understood.
In response to this complaint, ViaSat checked its eFax queue to determine if any fax has been received from Ms. [redacted] from the following email address: [redacted]@yahoo.com. As of September 23, 2015, ViaSat is unable to locate any documentation from this email address. If Ms. [redacted] could please resend her bank statement via email to [redacted]@viasat.com with her name and account number in the subject line, ViaSat will be able to reimburse her for her overdraft fees as soon as possible.
Regarding the early termination fees associated with her currently active account, if Ms. [redacted] chooses to move forward with its disconnection, ViaSat does not agree to waive the early termination fees.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70 a month, plus Viasat’s EasyCare program at $5.99 monthly, 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 150 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 150 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.The Customer Agreement, signed by Ms. [redacted] on December 28, 2017 and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.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.Our records indicate that Mr. [redacted] contacted Viasat on February 26, 2018 in regards to being unable to use his OnDemand feature of his DirecTV service. A Viasat representative assisted Mr. [redacted] in reviewing his Viasat services for any issues, of which there were none. A speed test revealed that Mr. [redacted] was receiving plans well within the range of his plan. The Viasat representative advised Mr. [redacted] that the plan he was on was not optimized for streaming on large screens in HD and offered Mr. [redacted] the option to transition to a plan that better suited his needs. Mr. [redacted] declined all options. On March 22, 2018, a member of Viasat’s Corporate Resolution Team (CRT) contacted Mr. [redacted] in regards to a complaint about his services. He was unavailable, and a message was left. Later that same day, Mr. [redacted] contacted the CRT, who correctly advised Mr. [redacted] that his internet had been experiencing slower speeds due to meeting the data threshold. Mr. [redacted] requested information about breaking his contract with Viasat due to his Viasat services not working in conjunction with his DirecTV services. The CRT member correctly advised Mr. [redacted] that since there was no issue with the Viasat services, any early termination fees would be valid.In resolution to this complaint, and in an offer of goodwill, Viasat will agree to waive half of the early termination fees should Mr. [redacted] choose to disconnect. If Mr. [redacted] would like to take advantage of this offer, he 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.

Complaint: [redacted]
I am rejecting this response because: I pay the same amount as one of there regular customers and get NO service technical or otherwise from them or [redacted]. This is a joke how do you call this customer service they need to fix this. This back and forth routine is a joke. I have filled a complaint with the Attorney General of the State of Missouri please let this compant know this. This is not going away. I can see why they have a 97% negative rating with the Revdex.com
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion of frustration this situation [redacted] have caused.
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 Ms. [redacted] on June 23, 2015, and it is also available at exede.com/legal. Pursuant to the Data Allowance Policy, speeds [redacted] 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.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. 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.
Ms. [redacted] contacted ViaSat on July 1, 2015 to discuss the Data Allowance Policy, and their DirecTV combination. At that time, Ms. [redacted] was advised of the Data Allowance Policy, and the early termination fees should she wish to disconnect The Customer Agreement provided to each new subscriber (and it is also available at exede.com/legal) states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
On July 1, 2015, Ms. [redacted] contacted ViaSat a second time to discuss the disconnection of her ViaSat account, and to request the waiver of the early termination fees. During her conversation with ViaSat's customer service representative, Ms. [redacted] was educated that the early termination fees would apply should she wish to disconnect. The disconnection of Ms. [redacted]'s account occurred on July 1, 2015.
As a gesture of good faith, ViaSat will agree to waive Ms. [redacted]'s early termination fees in their entirety; however, Ms. [redacted] is responsible for returning ViaSat's modem and transceiver within 20 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 pre-paid 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.
Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s complaint to our attention.
The Customer Agreement, signed by [redacted] on December 8, 2014 and available at exede.com/legal, states that monthly service and lease fees are payable in advance, and that ViaSat will not provide a pro-rata refund for any prepaid...

fees regardless of when the service is terminated.
Our records show ViaSat charged [redacted] $110.90 in monthly service fees on July 12, 2017. Later the same day, [redacted] called to disconnect service, at which time his request was processed accordingly. ViaSat received two additional calls from [redacted] the same day and one on July 13, 2017 regarding the monthly service fee. Each time, he was advised that ViaSat did not issue refunds for unused services.
On July 17, 2017, the payment of $110.90 was failed by [redacted]’s bank, leaving a balance due on the account. This balance due was billed on August 12, 2017; however, as [redacted]’s payment method had been cancelled on July 19, 2017, no payment was collected.
[redacted] called ViaSat on August 21, 2017 regarding the balance due. Once again, he was informed that ViaSat did not provide any prorated credits or refunds for unused service.
As resolution to this complaint, ViaSat has waived the balance due of $110.90 as of August 22, 2017.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat's customer service on August 1, 2015 to request the disconnection...

of his ViaSat account due to no line of sight. During his conversation with the ViaSat representative they agreed to disconnect the account with waiver of the early termination fees due to no line of sight.
However, during this conversation Mr. [redacted] was advised that a review of the account would be completed and at that time a determination would be made as to whether the fees collected over the past year would be refunded. Mr. [redacted] was advised that a call back would be completed, but this was not completed in error.
The determination of our corporate office was that the early termination fees would be waived, but no refund would be issued as no contact was made regarding any services issues over the course of installation. As a gesture of good faith, and as an opportunity to resolve the complaint, Viasat will agree to refund half the charges collected over the course of installation. The refund of $360.50 will be issued via a check to the address on file. Mr. [redacted] will receive this refund check by mail in two to three weeks. Should he not receive this refund within this time frame, please have him contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [redacted]’s complaint to our attention. We apologize for any issues she may have experienced.    Our records show [redacted] purchased ViaSat’s Exede12 - 10 GB service plan through an authorized ViaSat Dealer on June     [redacted]’s service plan is...

subject to a Data Allowance Policy, which limits the total amount of data a customer can use each month. Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement.   The Customer Agreement commits customers to a 24-month minimum service term; states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term; and authorizes ViaSat to automatically charge the payment method on file for monthly service fees and termination fees.  Customers are advised of these points 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 installation process.   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. 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, local time, during which unmetered service is provided at no extra cost.   [redacted] first contacted ViaSat on July 25, 2017, to discuss the connectivity of her ViaSat account.  During her conversation with the ViaSat representative, [redacted] was educated that she had gone over her usage which was affecting her speeds. Between this conversation and today, [redacted] has contacted ViaSat on fifteen separate occasions regarding the speeds and connectivity of her account. Each time, [redacted] was educated that the connectivity issues were directly related to the breach in the Data Allowance Policy.   As of today, September 18, 2017, [redacted] has used 4.8 GB of her 10 GB plan. Last month, [redacted] used 29.3 GB of her 10 GB plan.   Should Ms. [redacted]’s current plan not meet her needs, the following plans are also available in her area:   •              Liberty 10 GB - WiFi - $64.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •              Liberty 18GB - WiFi - $104.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Liberty 30GB - WiFi - $154.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Liberty 10 GB - $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Liberty 18 GB - $99.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Liberty 30 GB - $149.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Exede 15 GB - $79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. •                      Exede 25 GB - $129.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.   If [redacted]’s would like to transition her service to a plan that better meets her needs, or is experiencing any issues with her service she may contact ViaSat’s 24-hour Customer Service Department at [redacted]. If Ms. [redacted] decides to disconnect her ViaSat account, all applicable early termination fees will apply.   Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] contacted ViaSat's customer service department on December 16, 2015 to discuss the issues she was experiencing with her ViaSat services. During...

this conversation ViaSat's representative determined that a modem replacement would be required and subsequently a new one was sent to Ms. [redacted].
On December 22, 2015 Ms. [redacted] contacted ViaSat's customer service department again to discuss the issues she was experiencing with her ViaSat services. As Ms. [redacted] had yet to receive the new modem the ViaSat representative issued a service call on Ms. [redacted]'s behalf to assist Ms. [redacted] further with her connectivity issues.
Again on December 28, 2015 Ms. [redacted] contacted ViaSat's customer service department to discuss the previous service call and request for a new one as she was still experiencing issues. Ms. [redacted] stated that a service call was completed on December 24th and her modem was replaced, but she was still experiencing the same issues after completion of the service call.
Finally, on January 3, 2016 Ms. [redacted] called again to discuss her service issues. At this time Ms. [redacted]'s modem and power supply had been replaced, but she was still experiencing issues. Due to this information ViaSat issued another service call which is scheduled for January 6, 2016.
As ViaSat does show usage during the time Ms. [redacted] states she is unable to access her system due to connectivity issues, ViaSat does not agree to disconnect the account with waiver of the applicable early termination fees. ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes. ViaSat has also issued a refund for the $30.00 collected on December 28, 2015. The refund was issued to the payment method on file and should be received within three to five business days. Should Ms. [redacted] not receive this refund and/or wish to disconnect her account, please have her contact ViaSat's customer service department at [redacted] and reference ticket [redacted].
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 provided no further unauthorized charges are made. If yet another charge appears, we'll need to reopen this complaint.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.
Our records show Mr. [redacted] contacted Viasat’s Sales Department on January 15, 2018 to inquire if there was a trial period for the service. The Sales representative correctly informed Mr. [redacted] of the Customer Agreement; however,...

before they could continue the conversation, the call dropped. Mr. [redacted] called back into Viasat regarding service. During this second conversation, the Viasat representative entered in an address provided by Mr. [redacted], and determined that there were no services available to Mr. [redacted] at that time. The Viasat representative informed Mr. [redacted] that Viasat would be launching new products in February 2018, and that they may be available to him.
The same day, the initial Sales representative Mr. [redacted] had spoken with called him back to complete their conversation, at which time it was determined that service was available at [redacted]. Mr. [redacted] elected the Unlimited Data Silver 25 service plan at $150.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. At no point during this final conversation did the Viasat representative guarantee that the Viasat Wireless Gateway service would be available to him or that they would be in his area within any particular timeframe.
The Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwide. Viasat does not have a specific timeframe as to when these new products will be available to all customers.
Mr. [redacted] service was installed at the service address on January 29, 2018. Viasat did not have any contact from Mr. [redacted] until April 25, 2018, when he called to disconnect service due to the VWG service not being available in his area. At this time, he was reminded of the 24-month minimum service term and early termination fees; he was also informed that the VWG service had not launched in all areas of the country yet. Per Mr. [redacted] request, he was informed of all disconnection disclosures and the account was scheduled for an April 30, 2018 disconnection.
The Customer Agreement provided to each new customer, signed by Mr. [redacted] on January 29, 2018 and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
As Mr. [redacted] was not guaranteed that the VWG service would be available in his area and as Viasat was not made aware of any concerns he may have experienced with his service speeds, Viasat does not agree to waive Mr. [redacted] early termination fees upon his disconnection of service.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.Our records indicate that Mr. [redacted] is receiving Viasat’s Liberty 25 GB plan with Boost 25 and Free Zone add-ons. This service plan provides Mr. [redacted] with a 25 GB monthly data allowance, with download speeds up to 25 Mbps and upload...

speeds of up to 3 Mbps. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.   Because of these many variables, Viasat cannot guarantee any particular speed to you.  Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr. [redacted] on July 21, 2017, that speeds may vary and are not guaranteed.On July 23, 2017, Mr. [redacted] contacted Viasat in regards to receiving slow speeds. A Viasat representative assisted him in troubleshooting, and the speeds were restored. On July 25, 2017, Mr. [redacted] contacted Viasat in order to advise that he was receiving slow speeds. It was determined that Mr. [redacted] would contact Viasat again for a session with Viasat’s Premier Technical Support team, as he was unavailable at the time.On July 28, 2017, Mr. [redacted] contacted Viasat in regards to slow speeds. It was determined that Mr. [redacted] would need the technical support department, which at the time was unavailable. Mr. [redacted] was advised to contact the next morning.Viasat had no further contact from Mr. [redacted] regarding his speeds until January 12, 2018, when it was determined that Mr. [redacted] antenna for his satellite services was out of alignment. A service call was dispatched, and the problem repaired. On February 1, 2018, Viasat received multiple contacts from Mr. [redacted] regarding his plan, specifically about his pricing and the speeds. Mr. [redacted] stated that he had never received over 12 mbps. A speed test run by the Viasat representative assisting him reported download speeds of 23.69 mbps. Mr. [redacted] stated that he was receiving speeds of less than 1 Mbps at the time. He was advised that his equipment was working as it should and was advised to contact technical support if he had any further issues. A service call has been scheduled as of February 1, 2018 to determine if there is anything that might be wrong with Mr. [redacted] equipment.A review of Mr. [redacted] account on February 2, 2018 reports that he is receiving download speeds of 37.87 Mbps and upload speeds of 5.01, which are well over his advertised speeds. In order to bring this complaint to resolution, Viasat has added a $20 credit to Mr. [redacted] bill for the next six months, starting on his February bill. If Mr. [redacted] has further troubles with his speed, he may contact Viasat’s24-hour Customer Care department at 1-855-463-9333 in order to troubleshoot his services. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize 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 December 16, 2016 and available at Exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Ms. [redacted] previously had an account with ViaSat that she disconnected and ViaSat agreed to waive the early termination fees. Ms. [redacted] opted to reconnect the account and was advised that the early termination fees would apply on this new account if disconnected. Ms. [redacted] called ViaSat on April 8, 2017 wishing to disconnect with no early termination fees. ViaSat’s Customer Care representative advised Ms. [redacted] that the early termination fees would be valid if the account was disconnected. Ms. [redacted] started using profanity during this call and got highly upset. ViaSat’s Customer Care representative opted to disconnect the call due to this situation. ViaSat has the ability to pull the calls for quality assurance purposes and they were able to validate this. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees one more time. Should Ms. [redacted] wish to reconnect the account at any time and decides to disconnect again she will be responsible for the early termination fees. Ms. [redacted] will need to make sure the equipment is sent back using the prepaid shipping label and box that ViaSat supplies after the disconnection. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:I did not agree to any contract I NEVER signed any agreement on 11-22-2017 before or after that date either. This company is playing games with money and falsey making agreements with people on there own terms and time. This company has caused multiple issues and if I need to take this further I will. I refuse to pay anything more to this company. I have changed my bank since they took an unauthorized amount out of my account. They are extremely unprofessional and I am through with them. This is the last they will hear from me. And will never receive a penny from my pocket! They are thieves and liars. Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. We apologize for any confusion she may have experienced with ViaSat’s services. As stated in the previous response these charges are valid and will remain valid until paid. Once paid the account will be removed the collection agency. The customer has a responsibility to read the contract before signing. Once the contract is signed this places the customer into a 2 year agreement. If the account is cancelled before the 2 years are up they are responsible for the early termination fees per the electronic customer agreement. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on July 2, 2013, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination...

fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.The Customer Agreement also advises that Viasat does not guarantee the internet service to be uninterrupted or error-free. Service may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Ms. [redacted] contacted Viasat on July 24, 2013 in regards to intermittent connectivity. It was determined that the problem was with her modem, and a service call was ordered, which was completed on July 27, 2013. The technician assigned to the work order advised that the alignment of Ms. [redacted] dish was off, and had been realigned. There were no further calls from Ms. [redacted] to indicate she was experiencing any service issues.Ms. [redacted] contacted Viasat on November 23, 2013 in order to request a disconnection of her services. She stated that she was moving. The Viasat representative offered to move Viasat’s service with her, but Ms. [redacted] declined, stating that her new location already had service. Ms. [redacted] was advised of disconnection disclosures, including the approximate amount of her early termination fees and return of her Viasat leased equipment, and the account was successfully disconnected that day. On October 4, 2013, Ms. [redacted] billing cycle date, she was billed $331.30 for early termination fees. Viasat was unsuccessful in taking a payment, and thus the amount remained on Ms. [redacted] account as a past due balance until January 3, 2014, when the balance was written off to Viasat’s outside collections agencies. There was no further contact on Ms. [redacted] account until March 13, 2018, when Ms. [redacted] contacted Viasat multiple times due to receiving a call from one of Viasat’s authorized outside collections agencies regarding her past due balance. Ms. [redacted] was correctly advised that the charges were valid.At this time, Viasat does not agree to waive the past due balance on Ms. [redacted] account as Viasat was not allowed to troubleshoot Ms. [redacted] services for any issues that may have been occurring, as required per the Customer Agreement. 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.