ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/10/01) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
On July 29, 2015 Ms. [redacted] contacted ViaSat's Customer Service Department to discuss the...

disconnection of her ViaSat. During that conversation, Ms, [redacted] was made aware of ViaSat's equipment return policy per the signed Customer Agreement.
However, on July 30, 2015 Ms. [redacted] made contact with ViaSat's Customer Service Department once again to discuss the equipment return policy and request that the recovery kit be sent to an alternate location. ViaSat's customer service representative advised Mr. [redacted] that the request would be made and an alternate shipment sent to her new location.
ViaSat did not receive a call from Ms. [redacted] until September 29, 2015 at which time she advised the representative that she was upset that she never received the equipment recovery boxes. Ms. [redacted] was advised by ViaSat's customer service representative that we attempted to send her two lease recovery boxes; however, each time they were returned to the sender.
ViaSat's customer service representative advised Ms. [redacted] that they were unable to issue a refund for the charge of $324.45 collected on September 28, 2015 for failure to return the leased equipment until the equipment was returned. Ms. [redacted] requested the address in which the equipment could be returned and informed the representative that she would be sending the equipment back via postage.
Ms. [redacted] was responsible for returning ViaSat's modem and transceiver within 30 days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.
As a gesture of good faith and in order to bring a resolution to this complaint, ViaSat will agree to refund Ms. [redacted] the $324.45 collected on September 28, 2015. However, ViaSat will not agree to refund any overdraft fees associated with this charge. The refund of $324.45 will be issued today, October 1, 2015, and should be received by Ms. [redacted] within 3 to 5 business days.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation [redacted] have caused.
The Customer Agreement provided to each new subscriber, and signed by Mr. [redacted]on July...

23, 2015, (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.
Additionally, Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after his disconnection, or he 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 was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he will need to return.
Upon review of Mr. [redacted]s account, he made contact with ViaSat's customer service department on August 15, 2015 to request the disconnection of his account. During his conversation with the customer service representative he was reminded of the early termination fees, but was incorrectly advised that he could make monthly payments towards the early termination fees. We apologize for this misinformation provided at the time of disconnection.
As it is stated with the Customer Agreement: "If you terminate Internet Service prior to the expiration of the Minimum Service Term, you will owe (and your credit card, debit card, or bank account [redacted] be charged) the termination fee described below (the "Termination Fee") and/or any other termination fee described in this Agreement applicable to the Service(s) you are receiving."
Again, we apologize for any misinformation provided at the time of disconnection; however, the early termination fees as assessed were valid. ViaSat has taken corrective actions to address the misinformation provided to Mr. [redacted]
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention.
Ms. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $65.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare 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 on small screen devices or at 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.
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement, signed by Ms. [redacted] on September 24, 2016, that speeds may vary and are not guaranteed.
In addition, Section 1.1 of the Customer Agreement clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.” This is also advised to customers at the point of sale.
Our records show Ms. [redacted] contacted Viasat via email on October 11, 2016 advising that she felt she had been misinformed at the point of sale regarding her ability to game online. In response, the Viasat representative provided Ms. [redacted] with troubleshooting steps and recommended that she call in for additional assistance.
Viasat did not hear back from Ms. [redacted] until February 7, 2017, at which time she reported a connectivity issue. Ms. [redacted] was guided through troubleshooting, after which a service call was ordered. This service call was fulfilled on February 21, 2017 with the Viasat technician realigning Ms. [redacted] satellite dish.
Ms. [redacted] did not contact Viasat again until August 28, 2017, at which time she requested disconnection. After being advised of the disconnection disclosures, however, Ms. [redacted] stated that she would call back another time to disconnect her account.
Ms. [redacted] transitioned to Viasat’s Unlimited Data Silver 25 service plan on November 3, 2017. She contacted Viasat on November 10, 2017 via online chat to advise she was experiencing buffering; however, the chat ended before the Viasat representative could provide full assistance. Ms. [redacted] chatted in again on February 5, 2017 to request her service plan be transitioned; however, the chat once again ended before the Viasat representative could assist her.
Viasat had multiple interactions with Ms. [redacted] between February 6, 2018 and February 18, 2018 regarding various aspects of her Viasat service, including service plan transition requests and speed concerns. Ms. [redacted] was provided with assistance during these interactions; however, our records indicate that her chat contacts or phone calls may have inadvertently dropped. We apologize for any frustration this may have caused Ms. [redacted] to experience.
On February 6, 2018, Ms. [redacted] contacted Viasat to request a service call so a technician could assess her equipment as she was experiencing speed issues. This service call was fulfilled on February 9, 2018 with no trouble found. On February 18, 2018, Ms. [redacted] contacted Viasat to request that her service plan be transitioned to the Unlimited Data Bronze 12 service plan as described above.
Viasat does not agree to waive Ms. [redacted] early termination fees if she chooses to disconnect service. Additionally, Ms. [redacted] will be responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/11) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion this situation may have caused.
Ms. [redacted] contacted ViaSat's customer service department on November 18, 2015 regarding the disconnection of her...

ViaSat account and the bill she had since received for $129.50. ViaSat's representative advised Ms. [redacted] that this charge (which failed) was due for the early termination fees. During her conversation with this representative, Ms. [redacted] was advised that a request would be summited to have the early termination fees of $129.50 waived.
However, due to a system error this credit was not applied to Ms. [redacted]'s account. Subsequently, Ms. [redacted]'s ViaSat account was sent to our outside collections agency EOS on November 23, 2015 due to nonpayment.
In order to bring resolution to this complaint ViaSat will agree to remove Ms. [redacted]'s account from the collections process and waive the fee of $129.50. Should Ms. [redacted] have any issues or additional questions, she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket number XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 6, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If they do clear my account,I am satisfied. However, I will keep a copy and stay on top of it. This company says one thing but does another. Do you want me to let you know when it is cleared?

Complaint: [redacted]
I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $21 and that I would only be charged $171.50 for cancellation. I was going to walk away and cut my loses. Today Viasat hit my bank account for...

$343. I called Viasat and spoke with a manager. At first she said that I was under contract to pay that amount. It was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes". Viasat has now caused my account to be overdrawn and fees from my bank may apply. If so, I believe Viasat should be responsible for these fees because they did not stick to their word. I would also like the full $343 to be refunded. I spent another 2 hours today on the phone with both them and my bank. I also have still not received the $21 credit to my bank account promised in the last complaint.
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. We are very pleased with prompt response and detailed explaination of costs, fees as detailed by businesses response and agree with ViaSats response. We await USPS invoice but otherwise acceptable with our claim and wish to close as such.
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 12 GB – Boost 25 + Wi-Fi service plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee....

This service plan provides customers with 12 GB of monthly priority data; download speeds up to 25 Mbps; 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.
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is further addressed in ViaSat’s Customer Agreement signed by Ms. [redacted] on December 1, 2016 and also available at exede.com/legal. The [redacted] sales agent was required to make Ms. [redacted] aware of these points. We apologize if these points were not communicated to Ms. [redacted] at the point of sale.
Our records show Ms. [redacted] contacted ViaSat on December 3, 2016 to file a complaint against the installer. During this conversation, Ms. [redacted] advised that the installer had charged her $40.00 for grounding the dish, but had not provided a receipt. Ms. [redacted] also informed the ViaSat representative of the mess the installer had trekked onto her carpets. At this time, the ViaSat representative escalated Ms. [redacted]’ concerns internally for review and resolution.
On December 4, 2016, ViaSat collected a payment of $76.98 from Ms. [redacted] for her monthly service fees. ViaSat received a call from her the same day, at which time she advised that she had exceeded her monthly priority data and was dissatisfied with the service. During this conversation, Ms. [redacted] also explained that she had been unaware of the Data Allowance Policy, and wanted to disconnect service. When she was reminded of the 24-month minimum service term and early termination fees, Ms. [redacted] requested to speak to a supervisor to see if the early termination fees could be waived. The ViaSat representative informed Ms. [redacted] that there were no supervisors available and offered a callback, but Ms. [redacted] declined. At this time, the call dropped. We apologize for any frustration this may have caused Ms. [redacted] to experience.
Ms. [redacted] called back later to disconnect the account, at which time she once again requested to speak to a supervisor. As none were available, Ms. [redacted] accepted a callback. A ViaSat supervisor attempted to reach out to Ms. [redacted] on December 5, 2016, but there was no answer and a message was left.
ViaSat received a follow-up call from Ms. [redacted] on December 6, 2016. At this time, her call was transferred to a supervisor, per her request. During her conversation with the ViaSat supervisor, Ms. [redacted] advised that she felt she had not been informed of the Data Allowance Policy, Liberty Pass, and that there was no trial period on the service at the point of sale. When asked, Ms. [redacted] confirmed that she had received ViaSat’s confirmation email after ordering service, but that it had gone to her spam folder. The ViaSat supervisor offered to transition Ms. [redacted]’ service plan to one that offered more data, but Ms. [redacted] declined and requested disconnection. At this time, the ViaSat supervisor informed her that the early termination fees were valid and would be charged on her next bill cycle date. The supervisor also recommended Ms. [redacted] speak to [redacted] regarding her point of sale concerns, but informed her that there was no guarantee they would be able to assist her.
The same day, a representative from ViaSat’s Home Service Provider reached out to Ms. [redacted] in response to her complaint against the installer, and informed her that she would be reimbursed for the $40.00 payment.
On December 21, 2016, Ms. [redacted]’ equipment was returned to ViaSat. She called ViaSat on December 27, 2016 to update her payment method.
In consideration of Ms. [redacted]’ short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in full.
Thank you for the opportunity to respond.

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 Mr. Barber on June 13, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to her satisfaction. ViaSat understands that the service is not meeting [redacted]’s needs or expectations. In order to arrive at a resolution ViaSat is willing to waive the remainder of the contract so that [redacted] will not be charged early termination fees. [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] when she is ready to disconnect the account. 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,
[redacted]

Complaint: [redacted]
TThey never provided Service as agreed by contract. They never honored their contract so it was cancelled.
I am rejecting this response because:
Sincerely,
[redacted]

Revdex.com: I must state that there never was any communication or correspondence received regarding any type of contract and I did not sign or electronically sign a 24 month contract.  They sent me a copy with a signature that was not mine (note the last name was spelled [redacted]) and I would never incorrectly spell my name when signing for anything.  Furthermore, it is my understanding from this response that I will not be charged any fees for terminating service and I fully expect at the time I do, that they will provide me with the means to return their equipment.  In addition, if you view all the many complaints against this business you will understand fully that my complaint is a valid one.  This business really needs to review their ethics policy in their business dealings and completely overhaul how they provide customer service.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and should I disconnect and find I am billed for anything at all regarding the disconnect I will be able to seek legal action against them.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I should not be penalized due to company not recieving equipment. Also in 2016 service was disconnected it showed on company site when the gentleman I talked to looked it up in 2017. Was told by the gentleman I talked to in 2017 there would be no charge for equipment. The $300 was an unauthorized charge on my account.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] response to our attention.As per our previous response, the Customer Agreement 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.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. 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 Mr. [redacted] electronic signature on the Customer Agreement dated March 22, 2018. Viasat has attached this signed contract to this response. We apologize if Mr. [redacted] feels that he was misinformed about the nature of satellite internet and Viasat’s services. As per our previous response, Viasat does not agree to waive the full early termination fees. Viasat has processed a refund in the amount of $172.38 for half of the early termination fees as an offer of goodwill for any misinformation Mr. [redacted] may have received. This refund was processed as of March 27, 2018, and should be seen by Mr. [redacted] within the next three to five business days. At this time, Viasat feels that all appropriate actions have been taken. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on December 9, 2015 and also available at [redacted], 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. Early termination fees are $15.00 a month per each remaining month in a customer’s 24-month minimum service term, and is collected in a lump sum on the customer’s next bill cycle date following disconnection.
The Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees, including monthly service fees and equipment lease fees.
Our records show Ms. [redacted] was receiving ViaSat’s Liberty 18 GB plan at $99.99 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.
ViaSat received a call from Ms. [redacted] on January 19, 2016 because she was experiencing a connectivity issue. During this conversation, Ms. [redacted] was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speeds. She was also informed that network congestion in her area was impacting her services, further slowing her speeds. Ms. [redacted] requested to have her service plan transitioned from the Liberty 10 GB plan to the Liberty 18 GB plan. This was processed accordingly, with Ms. [redacted] being advised of all pertinent disclosures.
On February 5, 2016, Ms. [redacted] called to disconnect her account because she was unhappy with the service. At this time, the ViaSat representative offered Ms. [redacted] a retention discount of 50% off her bill for three months, but Ms. [redacted] declined. The ViaSat representative reminded Ms. [redacted] of her signed Customer Agreement and the applicable early termination fees, which Ms. [redacted] acknowledged; they also advised Ms. [redacted] that the early termination fees would be withdrawn from her account in one lump sum. Ms. [redacted] chose not to disconnect at that time because she wanted to discuss her funds with her bank.
ViaSat received a second call from Ms. [redacted] the same day, at which time she once again requested disconnection, at which time she was reminded of the early termination fees. However, when the ViaSAt representative offered her a 50% discount off her next three bills, Ms. [redacted] accepted. Unfortunately, the ViaSat representative did not take into account that Ms. [redacted] had transitioned her service plan and quoted her the wrong price. The representative also failed to properly escalate the request so it would be applied to Ms. [redacted]’ account. We apologize for any frustration this may have caused Ms. [redacted] to experience.
On February 12, 2016, ViaSat collected a successful payment of $141.71 from Ms. [redacted] for her monthly service fees, including prorated fees based on the date of her service plan transition. On March 12, 2016, ViaSat charged another monthly service fee in the amount of $110.73, but the payment failed.
Ms. [redacted] called ViaSat on March 14, 2016 to confirm that she was receiving the 50% off discount on her bill. At this time, the ViaSat representative incorrectly advised that she would receive the discount on her April, May, and June bills. Ms. [redacted] made a one-time payment for the balance due of $110.73 on March 17, 2016, which was successfully collected by ViaSat on March 18, 2016.
ViaSat collected a monthly service payment of $113.18 on April 12, 2016. Ms. [redacted] called the same day regarding the discount she was supposed to be receiving for three months. At this time, it was determined that no discount had been placed on Ms. [redacted]’ account, and a refund request for $149.97 was escalated for three months of $49.99, which should have been reduced from Ms. [redacted]’ bill for three months. This refund was issued to Ms. [redacted]’ payment method on April 13, 2016.
On May 12, 2016, ViaSat charged Ms. [redacted] $110.73 for monthly service, but the payment failed. Ms. [redacted]’ account was subsequently suspended for nonpayment of service on May 15, 2016. Ms. [redacted] called ViaSat on May 16, 2016 to disconnect her account because she had not received her discount. At this time, the ViaSat representative reminded Ms. [redacted] that she had received a refund for the error. As Ms. [redacted] still wanted to disconnect, the ViaSat representative reminded her of her signed Customer Agreement, early termination fees, unpaid balance of $110.73, and the leased equipment return requirements before processing her request.
ViaSat received Ms. [redacted]’ modem and transceiver on June 4, 2016. On June 16, 2016, ViaSat successfully collected a payment of $379.73 for her early termination fees ($269.00) and the unpaid monthly service fees ($110.73).
Ms. [redacted] called ViaSat on July 5, 2016 regarding the payment and to request a refund of half of the charge of $379.73, at which time she was advised that the charge was valid and would not be refunded. She was also advised at this time that the charge of $379.73 was for unpaid monthly service fees and the early termination fees. This information was reiterated to her on August 11, 2016.
In order to resolve this complaint, ViaSat will issue a refund of $110.73 for May’s monthly services. This refund has been issued to her payment method as of August 15, 2016, and it make take her three to five business days to see it deposited into her account.
We apologize for any frustration or confusion Ms. [redacted] may have experienced. Thank you for the opportunity to respond.

As stated in ViaSat's previous reply, ViaSat is unable to provide Ms. [redacted] with the detailed records she's request. We apologize for any inconvenience this may cause her to experience. In order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, 2015.
If Ms. [redacted] 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. We also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage.
If Ms. [redacted] wishes to disconnect her account, she may contact ViaSat's 24-hour Customer Service Department at ###-###-####.
Thank you.
Complaint Response Date bumped because: Data Base Migration

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 when indeed I receive the credit of $110.74 to my account.
Thank you for your help in this matter.
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 Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Customers have the ability to move their ViaSat service from one location to another at no charge. By electing to move their service to a new service location,...

customers are asked to agree to a new 24-month minimum service term and sign a new Customer Agreement. ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees.
Our records show Ms. [redacted], the account holder, called ViaSat on March 17, 2016 to move her service to her new location. During this conversation, Ms. [redacted] was advised that she would be required to agree to a new 24-month minimum service term and sign a new Customer Agreement. She was also advised that, if she agreed, her existing Customer Agreement would be cancelled in lieu of the one associated with the account at her new location. Ms. [redacted] agreed to these terms and proceeded with moving the ViaSat service to her new location.
On March 18, 2016, the original account was disconnected, per Ms. [redacted]’ request. The early termination fees associated with this account were waived on March 28, 2016.
Service at Mr. [redacted]’ new location was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms. [redacted].
In light of the above-provided information, ViaSat does not agree to waive and portion of the 24-month minimum service term or early termination fees associated with Mr. [redacted]’ new account.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 7, 2015/08/17) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Ms. [redacted] contacted one of ViaSat's authorized dealers to have the account set-up. At the time of sale customers are made...

aware ViaSat's 24-month minimum service term commitment, and the early termination fees. ViaSat has no association with HughesNet or their installations. HughesNet is a satellite internet provider as well and both HughesNet and ViaSat offer high speed satellite internet to rural customers. We apologize for any confusion Ms. [redacted] may have experienced in this process. ViaSat is willing to waive the early termination fees from the account should Ms. [redacted] wish to disconnect. ViaSat has also moved forward with waiving the current balance of $60.59. Ms. [redacted] will want to call into ViaSat at XXX-XXX-XXXX to have the account disconnected and will want to reference ticket number XXXXXXXX. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/15) */
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 via our online chat system on...

September 14, 2015. During her chat with our customer service representative, Ms. [redacted] was advised of instructions for helping with her issues. However, on September 25, 2015 Ms. [redacted] made contact with ViaSat's customer service department once again via our online chat system to discuss her connectivity issues.
During her conversation with ViaSat's customer service department, Ms. [redacted] was advised to try and go to go.wb.net; however, Ms. [redacted] refused stating she should not have to do this. As Ms. [redacted] was unwilling to attempt this troubleshooting step with the representative, the ViaSat's customer service representative advised Ms. [redacted] that she would need to call into our customer service department for further troubleshooting steps. Again, Ms. [redacted] refused this step and ended the chat with the customer service representative.
Since September 25, 2015, ViaSat has not received a call or chat from Ms. [redacted]. Again, we apologize for any frustration this situation may have caused, but ViaSat is unable to effectively troubleshoot Ms. [redacted]'s service issues until a call is made into our customer service department. If Ms. [redacted] could contact ViaSat directly at XXX-XXX-XXXX, we would like to troubleshoot further to determine what may be causing the connectivity issues on Ms. [redacted]'s system.
As a gesture of good faith, Ms. [redacted] has been issued $10.00 off her monthly bill for 12 months. Additionally, ViaSat will agree to refund the $44.25 collected on September 12, 2015 for her monthly services. The refund of $44.25 has been issued to the payment method on file and should be received by Ms. [redacted] in three to five business days.
Thank you for the opportunity to respond.