ViaSat, Inc.

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]  I would like to thank the Revdex.com as well. 
[redacted]

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. [redacted] reached out to Mr. [redacted] on Friday May 20, 2016 and again Saturday May 21, 2016. Based on a review of Mr. [redacted] needs, [redacted] arranged to have a Liberty 30...

plan built for Mr. [redacted]. [redacted] disconnected Mr. [redacted] Exede business 20 plan and re-provisioned his existing system for the Liberty plan over the phone. Everything went fine and Mr. [redacted] was happy with the outcome. [redacted] fully explained the service rules and Mr. [redacted] indicated he understood. Mr. [redacted] was happy with the resolution and indicated he would contact the Revdex.com to let them know. There was a refund of $520.00 processed today May 23, 2016 in which Mr. [redacted] should see within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: When I placed an order for this internet service, I have clearly mentioned that I work remotely. If there is interruption regularly to the internet service, my work is disturbed and my job will be at stake. I am the bread winner for my family here and in home country. If my job is affected my whole family will be in trouble. That's I don't want to take that risk on my family with this internet service. I have attached the speed test took some time back and it is not even 10 mbps. I find it difficult everytime when I use this service for my work. Also now only I came to know if there is any bad weather in via sat location my service will be interrupted. I have not been told about this. First time I typed my response and when I click to proceed, the service is down and I need to retype the whole thing now. So my humble request is to close the service without the penalty of $345 as lot of things were not told upfront which I feel cheated. Also Via Sat is offering me $50 credit which makes me feel very bad. Appreciate your support in this regard.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’ complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused her. At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected...

prior to the 24 months. Customers are also made aware of the 24 month contract with their welcome letter that they receive. No account can be provisioned and activated without the customer signing the customer agreement. Ms. [redacted] signed the customer agreement on February 13, 2016. The early termination fees will remain valid on the account as Ms. [redacted] disconnected the account prior to the 24 month agreement. Thank you for allowing ViaSat the opportunity to respond.

Mr. [redacted] activated his original services on October 25, 2013 at his Florida location ([redacted]). On July 9, 2016, Mr. [redacted] contacted ViaSat to request the disconnection of his ViaSat services. During this conversation, Mr. [redacted] was advised of all disconnection disclosures including the...

new 24-month Customer Agreement, and that his current plan, Freedom was no longer available to him within his new area. Mr. [redacted]’ ViaSat services were activated at his new location on July 11, 2016. The old account was disconnected with the applicable early termination fees waived. On August 25, 2016, Mr. [redacted] contacted ViaSat regarding his issues with the connectivity of the account and request to disconnect the services. During this conversation, Mr. [redacted] was offered troubleshooting steps; however, he was not at home to have these performed. Mr. [redacted] was advised of the early termination fees that would apply should he decide to disconnect his services. ViaSat did not receive contact from Mr. [redacted] again until September12, 2016. During his conversation, the ViaSat representative informed him that there was a proxy outage affecting his services. The ViaSat representative troubleshot with Mr. [redacted] and was successful at getting him back online. However, Mr. [redacted] requested to disconnect his account and was transferred to a retention representative. During his call with the ViaSat retention representative, Mr. [redacted] was offered a free month of service, and an additional 5 GB’s of usage to keep his services active. Mr. [redacted] accepted this offer and his services remained active. It appears that Mr. [redacted] is experiencing issues with his services due the Data Allowance Policy. Prior to his usage reset date of September 13, 2016, Mr. [redacted] had used 70 GB of his 10 GB plan. Because of this, he was in breach of the Data Allowance Policy. 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 July 11, 2016 (also available at [redacted]). 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 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. As of today, September 20, 2016, Mr. [redacted] has used 2.0 GB of his 10 GB monthly allotment.  Mr. Mr. [redacted]’ usage will reset on October 12, 2016. Should Mr. [redacted]’ current plan not meet his needs, the following plans are also available in his area: Essential 10 GB - $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.Liberty 12 GB – Boost 25 + WiFi - $79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.Liberty 18GB – Boost 25 + WiFi - $109.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 30GB – Boost 25 + WiFi - $159.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.Liberty 12 GB - $69.99 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. If Mr. [redacted] would like to transition his service to a plan that better meets his needs, or is experiencing any issues with his service he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####. If Mr. [redacted] wishes to move forward with the disconnection of his ViaSat account he may do so; however, ViaSat is unwilling to waive the early termination fees in their entirety. Should Mr. [redacted] wish to disconnect this ViaSat account, ViaSat will agree to waive half of the approximate $330, not including taxes for the early termination fees.  Mr. [redacted] may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### and reference ticket [redacted]. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: This is the second time I am resonding to this. I rejected it because I am not recieving what I paid for. And from what I am reading, it seems that Viasat thinks I have all the time in the world to constantly work through their automated system and argue with them about this poor service. I work full time. I run a household. I purchase and pay for services that, in my mind, I should be getting WITHOUT having to sit on the phone and argue as to why I am not. HOW would any of them feel if I came in with some song and dance promising a service, secure your bank information, take your money on a timely basis and then when they called to find out as to why I am not delivering, I can smoothly tell them "Oh, I'm sorry, there is congestion; I oversold myself but I will extract charges if you cancel your contract early; no, I don't give credits; can you call back later (I live in Alaska...it seems when I call after my work hours, I get a recording to call back during regular work hours); sure, let's troubleshoot....oh gee, can't figure out why it's not working---ON MY END it looks fine.  Is it too much to ask for this day and age to recieve a service, that I in good faith signed a contract for? That Viasat gets my money for EVERY MONTH WITHOUT FAIL???? Do you know it took fifteen minutes of dinking around with the equipment so that I could get online and respond to this AGAIN. And lets not even go into the fact that because of the poor service, there are overages paid to AT&T because of having to go off line and access the LTE network. Or better yet, having to go into work early and ask if I can use their internet to pay my bills and so on. So happy for this service. You've at least made my life a little more complicated than it should be. And that part about returning the equipment? The thieves at Microcom said that it was mine because it was basically going to be out of service soon anyway. Should have heeded that forewarning...So, now what? I have been shopping around. I can not get anything until MAYBE late summer early fall. I can not cancel right now because as poor as this is, my partner needs a way to access his business pages. I need access to the internet for bill paying and other things. I guess, I am stuck here with you. I am between a rock and a hard place. Yes, I choose to live in a remote area. Not going to change it. But if this business is going to come in and offer their services, they better damn well deliver it. I can tell you this, living here in Alaska, every time you step out the door, your in the food chain. Your bring your business here, fight to be the best or get out. It really should not be a choice. 
Sincerely,
[redacted]

As outlined in ViaSat’s previous responses, it appears that the issues with her services are directly related to the breach in the Data Allowance Policy. This has been educated to Ms. [redacted] on three separate occasions. The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data plan. While Ms. [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above. 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. To date, Ms. [redacted] has used 14.1 GB of the purchased 10 GB. The usage is being used largely in part by Media – Video or audio (Netflix), and Web Browsing. ViaSat offered to upgrade Ms. [redacted] account as it appears that the current package is not meeting her needs. Ms. [redacted] was also offered credits to subsidize the monthly bill for 3 months by $25.00 as a gesture of good faith; however, she declined this offer. Ms. [redacted] is not required to upgrade her account or purchase additional gigabytes of usage. ViaSat has also offered to disconnect Ms. [redacted] ViaSat account with waiver of the early termination fees. If Ms. [redacted] would like to disconnect her ViaSat account please advise. As it appears that Ms. [redacted]’ service issues are directly related to the breach in the Data Allowance Policy, and ViaSat has offered to upgrade or disconnect her account with waiver of the early termination fees, ViaSat believes this complaint has been resolved. If you would like to take advantage of these offers or has any additional questions, please have her contact ViaSat’s 24-hour Customer Service department at 855-463-9333 and reference ticket 18809048.  Thank you.

As stated in ViaSat's previous reply, Ms. [redacted] did not make contact with ViaSat to advise of any issues she might be experiencing with her services as it is related to the Data Allowance Policy. 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.
Additionally, the Customer Agreement provided to each new subscriber, signed by Ms. [redacted] on June 26, 2015 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 has already applied a credit to Ms. [redacted]'s account for the past due balance of $121.16. As Ms. [redacted] disconnected her ViaSat account prior to the completion of the 24-month minimum service term, the early termination fees of $208.45 are valid. ViaSat believe this is an equitable resolution.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of the refund is satisfactory to me only until the day I receive my full refund of $320.26.  However, any other "comments" they made are false and I as a customer did my part in finally getting their equipment back to them when they sent me a box.  they can reference tracking number [redacted] and get that link to the right closed account [redacted] and reference tracking number [redacted] to closed account number [redacted] then all this would have never happened.
Sincerely,
[redacted]

yes I did make the call on may 29th and was unhappy with my serves just having a few days after it was installed.  then I called in july with the same problem, my husband was on the phone with tech support for 4 hours and nothing was resolved and still poor service.   Even the Tech was rude to my husband. We even kicked off the internet with just Emails and I am pay over 80 dollars for that.  I have taken all of my electronic devices off the wifi so we can use the internet and its still bad.  why do I have to pay for poor service.

Thank you for bringing Mr. [redacted] rebuttal to our attention.
Once a customer requests the disconnection of their account, they do not receive a final bill in the mail unless specifically requested at the time of disconnection. We apologize for any frustration Mr. [redacted] may have experienced because of this. As stated previously, Mr. [redacted] was provided with accurate information regarding his early termination fees at the point of sale.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:I was told by your representative that I would not have to sign a new two year contract and now I am being told other wise.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/11/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mr. [redacted] contacted ViaSat's customer service department on November 12, 2015 to request the...

disconnection of his ViaSat account. During his conversation with ViaSat's representative, Mr. [redacted] was reminded of the early termination fees that would be assessed to his account. Additionally, Mr. [redacted] called ViaSat again on November 13, 2015 to request the refund of the charge collected on October 31, 2015.
On November 14, 2015 ViaSat issued a refund for $69.99 to the payment method on file for this charge. Mr. [redacted] should have received this refund in three to five business days. Given this information, ViaSat does not believe any further action is required.
Thank you for the opportunity to respond.

ViaSat’s previous response outlined the information as provided to customers at the time of sale, within the Customer Agreement, and during calls into ViaSat’s Customer Service Department. Additionally, on June 10, 2016, [redacted] did use 14.2 GB of her 10 GB plan which caused the slow speeds. Again, ViaSat stands behind our previous offer to waive half of the early termination fees and refund the activation fee of $99.99. If [redacted] chooses to move forward with the disconnection, she will be responsible for approximately $172.50, not including taxes. If she would like to disconnect her ViaSat account, she may ViaSat’s 24-hour Customer Service department at [redacted] and reference ticket [redacted].  Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.
The Customer Agreement, signed by Ms. [redacted], the account holder, on December 12, 2017 and available at exede.com/legal, 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 show Mr. [redacted] ordered service on December 5, 2017 and the service was installed on December 12, 2017. During this appointment, the technician assisted the customer with removing tree limbs to gain line of site, but informed the customer that the tree closes to the dish would need to be cut down in order to maintain the service signal.
On December 13, 2017, Mr. [redacted] called Viasat to disconnect the account, advising that his electrical system would not support the Viasat dish, and that the growing trees would have an impact on the service signal. The Viasat representative informed Mr. [redacted] of the disconnection disclosures, including the early termination fees, and processed his request. Mr. [redacted] requested that his payment method be removed from the account and advised that he would make payments towards the early termination fees.
On December 16, 2017, Viasat charged Mr. [redacted] $344.39 in early termination fees. As there was no payment method on file, no amount was collected. This remained on his account as a balance due until January 29, 2018, at which time it was referred to outside collections for further action.
As resolution to this complaint, Viasat will agree to remove Mr. [redacted] account from collections with the balance due of $344.39 waived in full. A request has been escalated as of February 13, 2018.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:I called today because your company is incapable of sending a label. I only received a box, I was provided a tracking number for that package. I requested a label 3x now - nobody can find tracking numbers for these said packages. Now you want me to pay for that too?
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.
Ms. [redacted] is receiving Viasat’s Unlimited Data Gold 30 at $150.00 a month, plus applicable taxes, $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. The Unlimited Data Gold 30 service plan provides unlimited data usage...

at regular speeds up to 30 Mbps. The service is optimized for streaming at last screen devices or 720p.
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 that speeds may vary and are not guaranteed.
Ms. [redacted] called into Viasat on January 20, 2018 to report that she was experiencing slow speeds. During this conversation, the Viasat representative informed Ms. [redacted] that she had exceeded the above-referenced 150 GB threshold and that her data had been prioritized behind other customers. When she advised she believed she was receiving a 30 day trial period, she was correctly informed that Viasat does not provide a trial period of any length for its services.
A second call was received from Ms. [redacted] the same day regarding her services, at which time Ms. [redacted] was educated on network congestion. As a gesture of goodwill, the Viasat representative offered Ms. [redacted] a $30.00 goodwill credit, which she accepted.
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.
As resolution to this complaint, Viasat will agree to waive Ms. [redacted] early termination fees in full if she disconnects prior to February 4, 2018. 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.
Ms. [redacted] may call Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. [redacted] to disconnect service.
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 October 23, 2017 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. In order to arrive at a resolution Viasat has issued back a refund of $167.25 which is half of the early termination fee charge. Ms. [redacted] will see this refund within 3-5 business days.Thank you for allowing Viasat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
I do not have their transceiver and modem,I Had to go buy a router when their technician was installing this service at my home..I have been moved from [redacted] for over 2 years now!If they had wanted anything back then they should have told me that when I called them to cancel he first time.I did not sign a 2 year contact,I have paid them 2 years for service I wasn't receiving and I WILL NOT pay them another dime!.If they charge my credit card again.or send me another threatening letter or do anything other than leave me alone  I will contact my lawyer!..Once again,I DO NOT have any equipment that they say belongs to them,and I will not pay for something I DO NOT owe.
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
The Customer Agreement signed by Ms. [redacted] on February 17, 2015 and available at exede.com/legal authorizes ViaSat to charge a credit card or initiate elect[redacted]ic...

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] called ViaSat on February 18, 2015 to update her payment method. It was stop-dated in ViaSat’s systems on September 30, 2015. Ms. [redacted] called ViaSat on October 1, 2015 to make a one-time payment of $20.00 towards a balance due of $160.73. During this conversation, Ms. [redacted] also updated her payment method so she could have a service call ordered to have her modem replaced. ViaSat has no record of Ms. [redacted] requesting that the method of payment be removed from her account.
On January 26, 2016, Ms. [redacted]’s account was disconnected for nonpayment of an amount of $337.23 for failed monthly service fees from June 20, 2016 to January 20, 2016.
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. The Customer Agreement also states that customers are responsible for returning ViaSat’s modem and transceiver within 30 days after the disconnection of the account. Failure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after disconnection. 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 February 20, 2016, Ms. [redacted] was charged $178.45 in early termination fees for the Exede Internet service, in addition to the aforementioned balance due. The payment failed, creating a balance due of $505.68.
ViaSat was advised on April 7, 2016 that Ms. [redacted] had not returned ViaSat’s modem and transceiver. Subsequently, on April 20, 2016, ViaSat charged Ms. [redacted] an additional $341.33 in unreturned equipment fees and early termination fees for the Exede Voice service, creating a total balance due of $847.07. This amount was successfully collected by ViaSat on March 20, 2016.
Between March 26, 2016 and April 10, 2016, Ms. [redacted] called ViaSat 24 times regarding the charge to her account, advising that the payment method used was for her son’s disability benefits. On multiple occasions, Ms. [redacted] was advised that the charge was valid and that she would have to fax in valid documentation showing that the payment method had been issued by the government. ViaSat has not received any documentation from Ms. [redacted].
Ms. [redacted] returned the ViaSat modem and transceiver on April 7, 2016. On April 8, 2016, Ms. [redacted] received a refund of $324.00 for the unreturned equipment fees.
In order to come to a resolution regarding this complaint, ViaSat will issue a refund for the remaining $523.01 that Ms. [redacted] paid on March 20, 2016. However, as this is a valid charge, the amount will remain on Ms. [redacted]’s account as a balance owed to ViaSat. If Ms. [redacted] does not make a payment for the amount, her account may be sent to outside collections.
A refund for $523.01 has been issued to Ms. [redacted]’s account as of April 12, 2016.
Thank you for the opportunity to respond.