ViaSat, Inc.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the point of sale, customers are advised that the speed of the service is not guaranteed and may vary. 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. During "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s network. ViaSat tends to have more customers utilizing the network during peak times which are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area.  Customers are also advised that use of multiple devices with our service may result in slower speeds. Each time Mr. [redacted] has called ViaSat with speed issues, the ViaSat representative was able to troubleshoot the issue with Mr. [redacted]. We apologize that Mr. [redacted] continues to see speed issues. In order to arrive at a resolution should Mr. [redacted] wish to disconnect the account ViaSat will waive the early termination fees from the account. Mr. [redacted] can contact customer care at 8[redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept it but I called the number and gave a person named [redacted] the reference number and she informed me that there was nothing in the file that stated I would be waived the early termination fees. She also told me there wasn't a supervisor that she could connect me to. She wouldn't disconnect my service. I also want my refund mailed to me in a check since I do not have the card any longer that was on this account. I am so fed up with this company. I want it disconnected now and my early termination fees waived and my money refunded by a check.

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 February 8, 2008 and available at exede.com/legal, states that customers will pay for service each month in advance...

and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnected. Customers are reminded of this when they disconnect their account. ViaSat understands that Mr. [redacted] was billed and charged the $51.84 on March 8, 2017 and disconnected 3 days later on March 11, 2017. In order to arrive at a resolution and due to the length of time Mr. [redacted] was a customer with ViaSat, ViaSat has issued back the refund of $51.84 today March 15, 2017. Mr. [redacted] will see that refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  I don't agree with this assessment;  I WAS informed the termination fee would be waived. I have no reason to lie about this. It may not be in thier notes but I'm not deaf and know what I was told.I did call in on March 10th but do NOT recall saying I was accepting the validity of this collection account. I don't think payment arrangements are agreeable at this time and I even informed the collection agency as to what was taking place at this time.
Sincerely,
[redacted]

Thank you for bringing [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 [redacted]s on October 13, 2016 and available at [redacted]. We apologize if [redacted]s feels these points were not communicated to their satisfaction. ViaSat understands that the service was not meeting their needs or expectations so the account was disconnected. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account; however, no refunds will be issued to the account as the services were used. [redacted]s will be receiving a prepaid shipping label and box courtesy of UPS to send back two (2) pieces of equipment. They will want to follow the detailed instructions and diagrams an send back the two (2) pieces. Failure to send back the equipment will result in a charge of $150.00 for each non-returned piece not including taxes. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I was not informed of the promotion about the flyer until I was already set up on services and my bill was changed without my knowledge. I have not been with the company for even 6 months for them to apply the 29.99 amount for the phone service which I again was not informed about as well.  I also oppted out of automatic bill pay on my account because every time I looked at my bill it was a different amount than agreed upon.  The flyer never reflected on it that you had to be a direct tv customer to qualify for the promotion and I was not informed until they already billed my account.  Every time I tried to fix my account the staff always tried to remind me what my bill was even though I stated I understood what they were trying to bill me but that because of lack of communication between support staff and the company my bill NEVER refelected what was promised to me.  . 
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Ms. [redacted] was receiving ViaSat’s Liberty 30 GB plan at $149.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Liberty plans...

provide customers with a monthly priority data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly priority data, and until their priority data resets.
The Customer Agreement provided to each new subscriber, signed by Mr. [redacted], the account holder, on July 5, 2016 and 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. ViaSat does not provide a trial period for either its residential or Exede Business services.
Our records show Ms. [redacted] called ViaSat on June 12, 2016 because she was experiencing slow speeds, at which time she was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speeds. When Ms. [redacted] advised that she had signed up for an Exede Business plan, it was determined that she had been setup with a residential plan instead. Ms. [redacted] advised that she would have her husband call back to further discuss the matter.
ViaSat received a call from Mr. [redacted] the same day, at which time an internal escalation was issued to have his account transitioned from a residential account to an Exede Business account. He was also provided with free additional data to remove him from Liberty Pass speeds as a gesture of goodwill.
On June 14, 2016, ViaSat received a call from Ms. [redacted] regarding her data usage and speeds, at which time her service plan was transitioned from the Liberty 12 GB plan to the Liberty 30 GB plan. A second call was received from Ms. [redacted] the same day regarding her transition to the Exede Business service. At that time, she was reminded that her request had been escalated and needed to be worked by the appropriate department. The ViaSat representative offered Ms. [redacted] 2 GB of free additional data as a courtesy, but she declined and ended the call.
Ms. [redacted] called ViaSat on June 15, 2016 to disconnect her account because she was not receiving the correct service. At this time, the ViaSat representative offered her a retention discount of $10.00 off her bill per month for 12 months. Ms. [redacted] accepted this offer, and her account remained active.
On June 16, 2016, Mr. [redacted] called ViaSat to disconnect the account, at which time a supervisor approved the waiver of the early termination fees based on Mr. [redacted] point of sale issues and the fact that Mr. [redacted] claimed he was advised of a 10 day trial period for the Exede Business service at the point of sale. However, because ViaSat does not offer trial periods for any of its services, the request for the waiver of the early termination fees was rejected on June 18, 2016. Subsequently, on July 8, 2016, ViaSat collected a successful payment of $429.97 in early termination fees ($343.55), prorated monthly service fees based on the service plan transition ($59.21), and applicable taxes ($22.42).
ViaSat received a call from Ms. [redacted] on August 4, 2016 regarding the charge to her account, at which time it was determined that she should not have been charged any early termination fees and a refund request was escalated. Refund requests may take 7-14 business days to be reviewed and processed.
As resolution to this complaint, ViaSat has issued a refund of $343.55 to Ms. [redacted] payment method as of August 8, 2016. It may take her 3-5 business days for her to see it deposited into her account.
We apologize for any frustration she may have experienced. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:I was told on 4/7/17 by ViaSat that I would not need to return the piece off of the dish, and I did not have to worry about having a technician come to my home.  As long as I returned the modem within a month I would not be charged.  I even received a confirmation number.  Based on that information, I thought did not need to schedule a technician to come back.  I was never informed by Via Sat that my credit card would be charged.  If they called 8 times to try to schedule an appointment, why didn't anyone call me to say you where not going to honor what they told me?  I was home during the agreed upon time that a technician was scheduled to show up and failed to do so. I kindly ask that the terms of the conversation that a representative of Via Sat any myself agreed too on 4/7/17 be honored.  I asked the full amount that was charged to my credit be refunded immediately,  i will return the modem by 5/7/17, and please stop the harassing phone calls immediately. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
On June 5, 2015 ViaSat sent Mr. [redacted] a package with a return label and shipping boxes....

Unfortunately the shipping labels sent to Mr. [redacted] did not allow for him to ship the equipment back in a timely manner, and the shipment was returned to him on July 2, 2015. Due to this error, on July 28, 2015 ViaSat charged Mr. [redacted] $324.00 for failure to return the leased equipment.
We apologize for this error, and understand the frustration this may have caused Mr. [redacted]. Considering this information, ViaSat has issued a refund of $324.00 to Mr. [redacted]'s payment method on file as of August 20, 2015. The refund should be received by Mr. [redacted] in three to five business days. If he does not receive the refund by August 27, 2015, please advise.
Again, we apologize for any frustration or confusion this situation may have caused. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received the refund. I do not have a confirmation from the company that they have the package. That my banking info has been removed from there records or that they will not charge me at a later date down the road. I would like this information in writing, so that we can close this misunderstanding.
Thank You
Final Business Response /* (4000, 9, 2015/08/27) */
ViaSat did not receive Mr. [redacted]'s package; however, as a gesture of good faith we issued the refund of $324.00 to the payment method on file. The payment method on file has since been removed, and no further charges will occur. We believe this complaint has been resolved per this information. Thank you.

Initial Business Response /* (1000, 5, 2015/10/29) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration 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 for Exede Internet, the 6-month minimum service term commitment for Exede Voice, and early termination fees. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction.
Our records show Ms. [redacted] ordered service through an authorized ViaSat dealer on June 11, 2015, at which time she elected the Exede 10GB a month service plan ($49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee) and the Exede Voice service ($19.99 a month for the first six months; $29.99 a month thereafter). The ViaSat Exede service was installed at Ms. [redacted]'s home on June 17, 2015.
ViaSat received a call from Ms. [redacted] on June 24, 2015 because she had not received her Exede Voice adapter. At this time, the ViaSat representative escalated a request to have one shipped to Ms. [redacted]'s home address, and offered her a $25.00 goodwill credit towards her bill for the inconvenience. This credit was applied to Ms. [redacted]'s account the same day. Ms. [redacted] chatted in with a ViaSat representative later the same day about her data usage. During this conversation, the ViaSat representative educated Ms. [redacted] on ViaSat's Data Allowance Policy, the causes of high usage, and offered Ms. [redacted] 5GB of free data. Ms. [redacted] accepted this offer. The ViaSat representative also advised Ms. [redacted] that she would be charged early termination fees if she chose to disconnect her account.
Ms. [redacted] chatted in with a ViaSat representative about her Exede Voice adapter on July 1, 2015. At this time, Ms. [redacted] was advised that the request for the new adapter had been processed on June 29, 2015, and that she would receive it in 1-3 business days. Ms. [redacted] was also provided with another $25.00 goodwill credit for the inconvenience. During this conversation, Ms. [redacted] mentioned she was experiencing a connectivity issue, at which time she was advised to contact ViaSat's Technical Support for further assistance. Our records show that ViaSat never received any call from Ms. [redacted] regarding her connectivity issues.
On July 8, 2015, Ms. [redacted] was advised that the adapter was scheduled to be delivered to her home that day. On July 16, 2015, during a conversation with a ViaSat representative, it was advised to Ms. [redacted] that the adapter had been delivered to the wrong address. As Ms. [redacted] was chatting with the representative online, the representative directed her to call into ViaSat's Exede Voice Support for assistance with getting a new adapter. Our records show that ViaSat did not receive a call from Ms. [redacted] regarding the adapter. Ms. [redacted] was provided with another $25.00 goodwill credit.
ViaSat did not receive another call from Ms. [redacted] until September 22, 2015, when she called to disconnect her account. During this conversation, Ms. [redacted] was advised of all disconnection disclosures, including the early termination fees; however, the ViaSat representative escalated a request to see if the early termination fees could be waived. The request was denied the same day as the fees were considered valid.
The Customer Agreement provided to each new subscriber requires subscribers to commit to a 24-month minimum service term for the Exede Internet service and a 6-month minimum service term for Exede Voice. 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 October 20, 2015, ViaSat collected a payment of $298.55 for Ms. [redacted]'s early termination fees. Ms. [redacted] was advised that her waiver request had been denied on October 27, 2015 during a conversation with a ViaSat representative. At this time, a refund request of $119.95 was escalated on Ms. [redacted]'s behalf for the Exede Voice fees she'd paid since installation. This refund was issued to Ms. [redacted]'s payment method on October 28, 2015. It can take 3-5 business days for customers to see refunds deposited into their account.
In order to fully resolve this complaint, ViaSat has issued a refund of $298.55 to Ms. [redacted]'s payment method as of October 29, 2015.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We wanted our money back, but we would like to suggest that the Revdex.com research negative reviews for Exede, ViaSat, and/or Wildblue. Thank you for your assistance in resolving this complaint.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The Customer Agreement, signed by Ms. [redacted] on February 25, 2014 and available at exede.com/legal, states that customers will pay for service each month in advance...

and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnected. Customers are reminded of this when they disconnect their account. Ms. [redacted] called ViaSat on her bill cycle date of May 8, 2017 to disconnect; however, ViaSat had already placed for the charge of $57.31 to be withdrawn from her account. In order to arrive at a resolution ViaSat has issued a refund of the $57.31 back to Ms. [redacted]’s payment method. This refund will process and show back in Ms. [redacted]’s account within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [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 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 November 27, 2015 and available at exede.com/legal. ViaSat understands that the services were not meeting Mr. [redacted]’s needs or expectations. In order to arrive at a resolution ViaSat has adjusted off the balance of $385.36. These charges were for early termination fees and services used. At this time Mr. [redacted] has a $0 balance and the account has been disconnected. Thank you for allowing ViaSat the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Christopher Leonard  P.S. My debit card is cancelled and they must credit my account with First Midwest Bank of Dexter for 74.52, since I now have a new debit card number. Thank You

Thank you for bringing Ms. [redacted] 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 v (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. 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 or purchase additional usage under ViaSat’s Buy More option at $9.99 per 1 GB on an as-needed basis.  Ms. [redacted] contacted ViaSat on April 20, 2016, to discuss the connectivity of her ViaSat services. During her conversation with the ViaSat representative, Ms. [redacted] was advised that the connectivity issue was directly related to the breach in the Data Allowance Policy. The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. 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. Ms. [redacted] advised the representative that she was utilizing he services to stream videos.  ViaSat did not receive any further contact from Ms. [redacted] regarding her service plan or data usage until April 29, 2016. At this time, Mr. [redacted] sent called into ViaSat’s Customer Service Department to discuss her current usage. ViaSat’s representative responded to Ms. [redacted] with her current usage information and alternate plans.  In response to this complaint, ViaSat is willing to waive Ms. [redacted] early termination fees in full. However, Ms. [redacted] is responsible for returning the Leased ViaSat equipment. Ms. [redacted] early termination fees were waived in full as of today, May 4, 2016. Should Ms. [redacted] need additional assistance please have her contact ViaSat’s Customer Service Department at 1-855-463-9333.  We apologize for any misunderstanding or frustration Ms. [redacted] may have experienced. Thank you for the opportunity to respond.

It was made very clear during my first conversation with your company that I intended to pay you by an online bill payment system. Your sales associate did knowingly enter into a contract that your company did not and could not possibly fulfill on your end. Your are vicariously liable for the actions of this associate. I previously provided the information requested in your most recent replay. I was told by your customer service manager that you did not have a customer service email for use by me. I then faxed the information to your number. Why did you not read the information and resolve the issue at that time? Your recent response to this Revdex.com complaint by email certainly suggest another fraudulent and untruthful representation by your companies management staff. I again request that you drop the early termination fee from a contract that was obtained in a fraudulent manner. I do appreciate you provided the contract in question an after review it is clear that is not my signature. I have attached the exact same information provided previously that you did nothing with. When you honor my request for resolution in reference to the contract. I will gladly open and follow the directions to return the equipment provided by you for use by me. Thank you. [redacted]

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 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 January 8, 2017 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat does not offer a grace period or allow a 30 day trial period. ViaSat requires all customers to agree and sign a 24-month contract prior to the services being installed. ViaSat will not install the services without the signed electronic customer agreement. ViaSat understands that the service was not meeting Ms. [redacted]’s needs or expectations so the service was disconnected on January 17, 2017. Ms. [redacted] was advised of the early termination fees prior to disconnecting the account. In order to arrive at a resolution ViaSat will agree to waive half of the early termination fees from the account which totals $180.00. ViaSat will also refund the first payment of $79.80 which Ms. [redacted] will see within 3-5 business days back to her payment method. Ms. [redacted] will be responsible for the other half of the early termination fees. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 9, 2015/07/29) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any confusion she may have experienced with ViaSat.
At the point of sale, customers are advised that the service speeds are not guaranteed and may vary. This...

point is also addressed in the Customer Agreement, signed by Ms. [redacted] on July 25, 2015 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.
Ms. [redacted] was receiving ViaSat's Exede 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan offers customers download speeds up to 12 Mbps, upload speeds up to 3 Mbps, and a 10 GB monthly data allowance. ViaSat does not have a service plan offers download speeds up to 20 Mbps. We apologize for any confusion Ms. [redacted] may have experienced.
Our records show Ms. [redacted] contacted ViaSat on July 25, 2015 because she was experiencing a speed issue. During this conversation, Ms. [redacted] was educated on ViaSat's advertised speeds and advised that there was congestion in her area that was impacting her services. The ViaSat representative also guided Ms. [redacted] through troubleshooting to see if they could improve the speed of her service during congestion. When Ms. [redacted] requested the disconnection of her account, the ViaSat representative reminded her of her signed Customer Agreement and the applicable early termination fees. Per her request, Ms. [redacted]'s account was disconnected at this time.
ViaSat received another call from Ms. [redacted] on July 27, 2015, when she called to dispute the early termination fees. During this conversation, Ms. [redacted] was once again reminded of her signed Customer Agreement.
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. On July 28, 2015, ViaSat charged Ms. [redacted] $370.61 for her early termination fees and a prorated monthly service fee. As there was no payment method on file, no portion of this amount was collected.
In order to come to a resolution regarding this complaint and in consideration of the short term Ms. [redacted] was a ViaSat subscriber, ViaSat will waive the balance due of $370.61 in full. Ms. [redacted] is 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.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 11, 2015/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr. [redacted]’s response to ViaSat’s attention. We apologize that Mr. [redacted] feels the way he does. As stated in the previous response ViaSat has issued back the refund of $324.00 on September 16, 2016. Mr. [redacted] should receive that refund within 3-5 business days from that day. If Mr. [redacted] wants to dispute the overdraft charges that this may have caused he can contact customer care at ###-###-#### and fax over his bank statement. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s rebuttal to our attention.
As resolution to this complaint, ViaSat is willing to agree to Mr. [redacted]’s requests. ViaSat will upgrade his service from the WildBlue to the Exede service with any upgrade fee waived in full. ViaSat will also waive the new 24-month minimum service term associated with upgrading, and will, therefore, waive the early termination fees. Mr. [redacted] will be able to retain his current email address of [redacted]. Upon installation of the upgraded equipment, ViaSat will also relocate Mr. [redacted]’s dish at no additional cost to a viable location on his property, if one is available.
Additionally, ViaSat has provided Mr. [redacted] with a refund of $97.75 for the last two months of service he paid for as of January 16, 2017. Once he upgrades, Mr. [redacted] will also receive a discount to lower his monthly service bill to $39.95 for the first two months of service after upgrading. ViaSat will also apply a monthly credit to waive the $5.99 EasyCare fee.
Currently, the only service plan available in Mr. [redacted]’s area at $49.99 a month is ViaSat’s Essential 10 GB plan. This service plan provides customers with a 10 GB monthly data allowance; download speeds up to 12 Mbps; upload speeds up to 3 Mbps; and an Early Bird Free Zone from 3:00 a.m. to 8:00 a.m., local time, during which unmetered service is provided at no extra cost.
Mr. [redacted] will be required to select one of the below leasing options for his equipment:
• Monthly Lease Fee – Requires the customer to pay $9.99 a month for their leased equipment.
• Prepaid Lease Fee – Requires the customer to pay a one-time, upfront fee of $199.99 at the point of sale or service upgrade, with no additional monthly fee for the 24-month minimum service term. Once 24 months has passed, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $9.99 a month.
• Lifetime Lease Fee – Requires the customer to pay a one-time, upfront fee of $299.99 at the point of sale or service upgrade, with no additional monthly fee for the lifetime of the account, as long as the customer is using the same model of equipment originally leased.
If Mr. [redacted] could please confirm if he accepts this offer, ViaSat will move forward with ordering his service upgrade and getting it scheduled.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mrs. Hagerman's complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
The Data Allowance Policy is meant to ensure all customers have equitable access to the...

network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. 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. Hagerman on August 11, 2015 (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. 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. 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.
Our records show Mrs. Hagerman contacted ViaSat on August 18, 2015 regarding his data usage. During this conversation, Mrs. Hagerman was advised that she had used 54.5 GB's of her 12 GB allowance. Mrs. Hagerman requested to disconnect her account. The ViaSat customer service representative advised Mrs. Hagerman of the early termination fees should she wish to disconnect the account. At that time, Mrs. Hagerman did not have the account disconnected.
As a gesture of good faith, ViaSat will agree to disconnect the account as of August 21, 2015 with waiver of the early termination fees. However, Mrs. Hagerman is 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 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)