ViaSat, Inc.

Thank you for brining Mr. [redacted] complaint to our attention.   Our records show that Mr. [redacted] is receiving the Liberty 12 plus Wifi with Free Zone plan for $50.00 a month, plus applicable taxes and a$9.99 monthly lease fee.   Mr. [redacted] service plan is subject to a Data Allowance...

Policy, which limits the total amount of data a customer can use each month. Customers are made aware of Viasat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by Michael [redacted] on August 14, 2017.   Mr. [redacted] ‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to 12 Mbps download and 3Mbps uploads.  Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets.  When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.    Customers have the choice to purchase additional data under Viasat’s Buy More option at $10.00 per 1 GB on an as-needed basis, but are not required to do so.    Our records show that Mr. [redacted] contacted Viasat via chat on March 28, 2018 due to experiencing slow speeds over the past 24 hours. The Viasat representative advised Mr. [redacted] that he had reached and been over his data limit since the day after his data reset date of March 16, 2017. As of April 6, 2018, Mr. [redacted] was showing to have used 172 GB’s of data.   As a resolution to Mr. [redacted] complaint, Viasat has agreed to process a refund of $10.00 back to his payment method on file for as a onetime courtesy for his 2 days of down time. This refund was processed on April 6, 2018. Mr. [redacted] should see these funds returned to him within the next three to five business days.   If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333.     Thank you for the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/08) */
Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any issue she may have experienced with ViaSat.
The Customer Agreement signed by Ms. [redacted], the account holder, on September 29, 2014 (also available at...

exede.com/legal) 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. ViaSat placed Ms. [redacted] payment method on Ms. [redacted]'s account in good faith that the charges would be authorized.
Our review of Ms. [redacted]'s account shows that since the installation of her service on September 29, 2014 to her disconnection on June 3, 2015, ViaSat received no request for the payment method to be updated from either Ms. George or Ms. [redacted].
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 June 3, 2015, Ms. [redacted] requested the disconnection of the account, at which time she was reminded of her signed Customer Agreement and the early termination fees. During this conversation, Ms. [redacted] also requested that the payment method on file be removed from ViaSat's systems. Unfortunately, the ViaSat representative did not correctly escalate Ms. [redacted]'s request for the removal of the payment method. Subsequently, on June 4, 2015, the payment method on file was charged $322.35 for early termination fees ($227.10) and an existing balance due for failed monthly service fees from April and May ($95.25).
In order to come to a resolution regarding this complaint, ViaSat will reimburse Ms. George for the overdraft fees she has been charged by her bank due to the ViaSat withdrawal of $322.35, with the caveat being that she provide a copy of her 30 day bank statement showing her balance before and after ViaSat's charge, as well as the subsequent overdraft fees. ViaSat will not reimburse Ms. George without first seeing this documentation and confirming that ViaSat did, in fact, cause her to go into overdraft.
Ms. George may fax this documentation to ViaSat at [redacted], or send it via email to [redacted].[redacted].com.
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. ViaSat understands that Ms. [redacted] had roof work done which led to the dish being taken down. ViaSat apologizes that there were issues getting the technician back to the home to...

have the dish reinstalled. ViaSat received a call from Ms. [redacted] on October 25, 2016 requesting that the service be disconnected as they could not get the technician out to the home. During this call Ms. [redacted] spoke with a supervisor who agreed to waive the early termination fees and issue a refund of the previous month. ViaSat has received the equipment back from Ms. [redacted] and the account has been disconnected with early termination fees waived. In order to arrive at a resolution ViaSat has issued a refund of $60.67 today November 16, 2016. Ms. [redacted] will see the refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 6, 2015/08/04) */
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 any installation fee should there be one associated with the...

account. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. ViaSat has placed 3 credits to Mr. [redacted]'s account totaling $99.99 which covers the charge for the installation fee. In order to arrive at a resolution ViaSat has also issued a refund of $99.99 back to Mr. [redacted] today August 4, 2015 and he will see this refund within 3-5 business days. Should Mr. [redacted] choose to disconnect the account the early termination fees would apply. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If they misrepresented themselves at sale time then monday 8-4 2015 turned of the internet use.why should I have to pay for early departure. They turned it off I did not. This hole thing is a Big Mess ....... The misrepresented everything from the start... And by returning the installtion fee says the were in the wrong. They terminated my service I did Not.
Final Consumer Response /* (3000, 23, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've NOT RECIEVED ANY REFUND FROM THESE PEOPLE ! I Sent you folks a Copy Of my Bank STATMENT SO YOU CAN SEE ! Although They Did Take another $99.99 From my account witch I debuted it and Got Back With the Help of My Credit Union . Either these people are total layers or The Right hand Does not Know What the Left hand is Doing [redacted] XXXXXXXXXX Please Feel Free to Call ME !
Final Business Response /* (4000, 25, 2015/08/27) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. ViaSat shows a refund of $99.99 being issued back to Mr. [redacted] on August 4, 2015. This refund would have been issued back to the payment method that was on file at that time. For security purposes we do not have the card number; however, we do show the expiration date as being 7/2016. If Mr. [redacted] feels he has not received the refund he will need to contact customer care at XXX-XXX-XXXX and fax over a rolling bank statement to XXX-XXX-XXXX showing the month of August. We apologize for any inconvenience this may have caused; however, ViaSat shows the refund as being issued. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale, customers are informed that speeds may vary and are not guaranteed. These points are also addressed in the Customer Agreement signed by Mr. [redacted] on...

December 8, 2015 and available at [redacted].  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. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. The Customer Agreement also advises that the service is not guaranteed 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. ViaSat has no records showing that Ms. [redacted] was experiencing any connectivity or speeds issues for the times she is giving. Upon further review of the account Ms. [redacted] was receiving the services and using the gigabytes during those times. Since December 2015 ViaSat has credited Ms. [redacted] account a total of $274.98. In order to arrive at a resolution ViaSat will add two more months’ worth of credits to the account; however, there will be no further credits added to the account. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/10/13) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
At the time of sale Customers are made aware of ViaSat's 24-month minimum service term...

commitment, early termination fees, equipment lease requirements, and certain limitations. Each of these points is also addressed in the Customer Agreement signed by Ms. [redacted] on May 31, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction.
On June 2, 2015 Ms. [redacted] contacted ViaSat's customer service department to discuss the connectivity of her account. However, during her conversation with the representative, Ms. [redacted] did not allow the agent to preform troubleshooting steps, but requested a grace period on the contract terms. As the representative was unable to troubleshoot her services the request for waive of the early termination fees was declined. Consequently, Ms. [redacted] disconnected the call.
ViaSat did not hear from Ms. [redacted] again until October 12, 2015. During this conversation Ms. [redacted] requested that her account be disconnected as she was moving and not taking the services with her. She was advised that we could verify whether or not the services could be taken to her new location, but Ms. [redacted] declined. Therefore, Ms. [redacted] was advised that the early termination fees would be applied in full upon the disconnection of the account should she request the disconnection. Ms. [redacted] requested that the account remain active as she was unable to pay for the applicable early termination fees.
As ViaSat was never allowed to attempt to resolve any connectivity issues Ms. [redacted] may have experienced, ViaSat does not agree to refund the charges collected thus far or waive the early termination fees in their entirety. However, in order to bring this complaint to resolve ViaSat will agree to disconnect the account with waiver of half the early termination fees. Ms. [redacted] will be responsible for approximately $142.50 of the early termination fees of approximately $285.00. If Ms. [redacted] agrees to this proposed resolution, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Mr. [redacted] contacted ViaSat’s customer service department on February 4, 2016 to discuss the disconnection of his services as his new apartments would not...

allow the installation of a satellite dish on their property. During this conversation Mr. [redacted] was advised that per the Customer Agreement signed on October 5, 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. This same day Mr. [redacted]’ property management company contacted ViaSat to discuss this matter on his behalf. Again, they were advised that Mr. [redacted] would be responsible for the early termination fees as he was disconnecting his ViaSat services prior to the completion of the 24-month minimum service term. However, later in the day Mr. [redacted] chatted in with a customer service representative who agreed to waive the early termination fees as a gesture of good faith. As of February 4, 2016 ViaSat waived Mr. [redacted]’ applicable early termination fees as a gesture of good faith. Given this information ViaSat believes this complaint has been resolved. Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: As we told them in several conversations we wanted it disconnected. I was told the last time it had been disconnected. they need to listen to the taped conversation and they will see I have been trying to get it disconnected. they know I have unplugged the modem as they can tell there has been no single come through since we talked to them the second time. I was told part of the data used was when they tested the system several times. I am not paying anything else and would like my money returned. I will not try to call and get it disconnected as I have already did this several times. this is the worst service I have ever had and the worst company I have ever tried to deal with.   
Sincerely,
[redacted]

ViaSat stands behind its previous response. ViaSat did provide Ms. [redacted] with 5 GB of additional usage at no cost to her on November 10, 2015. Again on December 6, 2015, Ms. [redacted] was provided with 5 GB of additional usage at no cost to her due to the connectivity of her account. On December 20, 2015, Ms. [redacted] contacted ViaSat to discuss the Data Allowance Policy and its restrictions. Per ViaSat’s previous reply, ViaSat is unwilling to refund the remaining $134.75 collected for the early termination fees as Ms. [redacted] requested the disconnection of her ViaSat account and was advised of these fees at the time of disconnection. Additionally, ViaSat provided Ms. [redacted] with additional usage, options to purchase additional usage, the option to upgrade her account to one that would better suit her needs, and the Late Night Free Zone. ViaSat issued the refund of $134.75 to Ms. [redacted] payment method on file on April 27, 2016. The refund should have been received within three to five business days. Thank you.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat received a call from Ms. [redacted] on March 16, 2017 requesting copies of the bills starting from October on and showing the charges totaling over $4,000.00. The...

copies of these bills were sent out on March 21, 2017 and Ms. [redacted] should see them within 3-5 business days from that date. ViaSat is not able to transfer the account name over to another name. If Mr. [redacted] would like his own account he will need to call in and set that up on his own. As far as the disputes between Mr. [redacted] and Ms. [redacted] they will have to take that up with themselves or the court. 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.
I also feel I should be reimbursed for the 35.00 in over daft fees due to the amount charged caused me to exceed my account.I have requested a return box multiple time please provide me with one so I can return this equipment or an address so I can mail with the bill for the cost of shipping.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’s complaint to our attention.The Customer Agreement signed by Mr. [redacted] on January 26, 2018, states that the customer authorizes Viasat to charge their credit or debit card, or initiate an electronic funds transfer out of their bank account for payment of all...

or any portion of their Service fees, the Termination Fee and any other amounts payable until such amounts are paid in full. Customers may request to remove their payment method from Viasat’s records, but are advised that the process to do so can take up to 7 business days to process. On February 23, 2018, Mr. [redacted] contacted Viasat in order to request a disconnection of his Viasat services. He requested to future date the disconnection for February 27, 2018, and the request was successfully submitted after legal disclosures were read. Mr. [redacted] requested on this day to remove the payment method from Viasat’s records and also requested a paper bill showing his early termination fees. Both requests were placed the same day. Mr. [redacted]’s account was successfully disconnected on the requested date of February 27, 2018. On the next day, February 28, 2018, Mr. [redacted]’s monthly billing cycle occurred. Since the stop date of the payment method had not yet occurred, Mr. [redacted] was charged $343.93 in early termination fees. We apologize for any inconvenience this may have caused Mr. [redacted]. The stop date of the payment method was systematically processed later that same day.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.

Initial Business Response /* (1000, 5, 2015/09/22) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced.
Our records show Mr. [redacted] contacted ViaSat on August 16, 2015 because he was unhappy with the installation of the...

ViaSat equipment and wanted the dish moved. At this time, a service call was ordered for Mr. [redacted]. On September 5, 2015, Mr. [redacted]'s dealer spoke to him about his installation, at which time it was explained to him that the dish could not be moved due to a line of sight concern. It was also advised that the technician had performed a site survey with Mrs. [redacted] prior to the installation, and that she had signed off on the placement of the dish.
ViaSat did not receive another phone call from Mr. [redacted] until September 17, 2015. During this conversation, Mr. [redacted] advised that the technician had not shown up to his home to reinstall the service, and was refusing to do so. At this time, a complaint was internally escalated on Mr. [redacted]'s behalf. Unfortunately, as Mr. [redacted] had been contacted by the dealer two days prior, the complaint was closed. We apologize for any inconvenience this may have caused Mr. [redacted] to experience.
In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr. [redacted]'s concerns for review and resolution. ViaSat has also waived the current balance due of $140.68 from his account as of September 22, 2015. If Mr. [redacted]'s concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his account. In such an event, Mr. [redacted] can reference ticket no. XXXXXXXX when he calls into ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As of this time, no-one from the company has attempted to contact me for the re-installation (10-15minutes to move the dish 15 or 20 feet to the west side of the house as originally agreed upon in the initial site survey). If this is not completed by Oct 16 I will call for termination and expect the terms of this resolution to be abided by.
Final Consumer Response /* (3000, 13, 2015/10/19) */
I filed a previous complaint about the installation (Case # [redacted]) where they agreed to waive the amount due if they could not resolve my problem.
I filed a previous complaint(Case # [redacted]6). As part of the resolution they agreed to waive the amount due ($140.68) and to waive early termination fees as well if they could not resolve the installation problem by 10/16. No-one ever contacted me about the problem so on 10/15 I called to cancel service. I was told they had till the 16th or I could not waive the termination fees and that they would have someone contact and come out that day to correct it. Surprise, surprise, nothing, nada, zip. No-one attempted to call and I was stuck by the phone all day. So I called this morning to cancel and spoke to [redacted] and gave her the number ([redacted]) that I was supposed to give and was assured that there would be no charges incurred on my credit card, so I went ahead and cancelled.
Well I checked my credit card online this evening
and found that they had billed me anyway. I called customer service to complain , and after being put on hold, was told I would have to take the matter up with their legal department. I have no intention of letting them waste any more of my time. They have done nothing but lie to me and make excuses from the start. I have never experienced such a dishonest company in my life, and I am 55 years old and been around the block a time or two. In their arrogance they not only lied to me but lied to the representative of the Revdex.com who handled my previous complaint (Case # [redacted]6). Below is their stated resolution to which I agreed on the previous complaint.
"In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr. [redacted]'s concerns for review and resolution. ViaSat has also waived the current balance due of $140.68 from his account as of September 22, 2015. If Mr. [redacted]'s concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his account. In such an event, Mr. [redacted] can reference ticket no. [redacted] when he calls into ViaSat's 24-hour Customer Service Department at [redacted]."
Did you catch that. They waived the balance due and then charged it to my CC anyway. And said I would have to take it up with their legal department. They lie not only to me but to the Revdex.com. They are arrogant. They cheat and they steal.
I am supposed to return their equipment. You can bet that I will take the box and the equipment to the UPS store where I will document the packing , sealing, and handing it over on video. Because I just know that they will lie about that too. It seems to be their modus operandi.
I want the $140.00 credited back to my CC and for them to never darken my doorstep again.
$140.68
Final Business Response /* (4000, 15, 2015/10/20) */
Thank you for bringing Mr. [redacted]'s rebuttal to our attention. Unfortunately, there is no information listed, so ViaSat is unable to respond accordingly.
Our review of Mr. [redacted]'s account shows that Mr. [redacted] called ViaSat to disconnect his account on October 15, 2015. However, as he was unable to verify that he was authorized to make changes to his account, the ViaSat representative was unable to move forward with Mr. [redacted]'s request and advised him to call back. Mr. [redacted] called back the same day to disconnect his account, at which time he was reminded that ViaSat still had until October 16, 2015 to resolve his complaint.
On October 16, 2015, Mr. [redacted] called ViaSat to disconnect his account, at which time his early termination fees were waived in full. Our records show Mr. [redacted] was also charged for monthly service in the amount of $140.68. ViaSat will issue a refund for this amount as of October 20, 2015. Mr. [redacted] should be advised that it may take three to five business days for him to see it deposited into his account.
We apologize for any frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ complaint to our attention.
Mr. [redacted] is currently receiving Viasat’s Liberty 12 + Free Zone service plan at $50.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Mr. [redacted]’ Liberty service plan provides 12 GB of monthly Priority Data...

allowance for use at regular speeds of up to 12 Mbps download and 3 Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are informed of this information when they select one of Viasat’s Liberty plans, and it is addressed in Viasat’s Customer Agreement and Data Allowance Policy available at exede.com/legal.
Customers have the choice to purchase additional data under Viasat’s Buy More option at $10.00 per 1 GB on an as-needed basis, but are not required to do so. Additionally, the above-referenced service plan comes with a Free Zone from 3:00 AM to 6:00 AM, during which unmetered service is provided at no additional cost.
Our records show Mrs. [redacted] called Viasat on July 14, 2017 regarding her data usage. At this time, the Viasat representative reviewed the Data Allowance Policy, Viasat’s Buy More option, and the Free Zone with Mrs. [redacted]. Additionally, the Viasat representative performed a one-time removal from Liberty Pass speeds.
Mrs. [redacted] called Viasat on August 16, 2017 regarding her data usage, at which time she was informed that most of her data had gone towards web browsing and social networking. The Viasat representative also offered to review the other service plans available to Mrs. [redacted] so she transition to one that better met her needs, but Mrs. [redacted] declined and requested disconnection. As a courtesy, the Viasat representative offered Mrs. [redacted] 2 GB of free additional data, which Mrs. [redacted] accepted.
Viasat received another call from Mrs. [redacted] on August 23, 2017 regarding her data, at which time the Viasat representative once again reviewed the usage with her, advising that the majority of it had gone towards social networking. Mrs. [redacted] requested a review of her data on October 16, 2017 when she, at which time she was informed that the majority of her data for that billing period had gone towards online gaming.
Viasat did not hear back from Ms. [redacted] until January 11, 2018, at which time a Viasat representative reviewed her data usage and informed her that the majority of it had gone towards social networking. Mrs. [redacted] inquired again on January 13, 2018, and was once again advised that it had mostly gone towards social media. Mrs. [redacted] was also informed that some system updates had also consumed her data, and it was recommended to her that she schedule any updates during her Free Zone. Mrs. [redacted] expressed interest in disconnecting, but advised she would call back to do so.
Mrs. [redacted] contacted Viasat again on February 14, 2018 regarding her data allowance. During this conversation, the Viasat representative explained data usage to Mrs. [redacted]. The Viasat representative also offered to transition Mrs. [redacted]’ service plan to one that would better meet her data usage needs, but the offer was declined; however, Mrs. [redacted] accepted an offer of 5 GB of free additional data.
Our review of Mr. [redacted]’ data usage for the current billing cycle of March 4, 2018 through April 3, 2018 shows that she has used 7.9 GB out of her 12 GB monthly Priority Data allowance. The highest usage date was March 4, 2018. The data usage has gone towards the following online activities:
• System updates
• Web browsing
• Media
• Social networking
• Storage
• Marketplaces
• Communications
• Gaming
• Miscellaneous applications
If Mr. [redacted] feels that the Priority Data allowance of his current service plan is not meeting his needs, the following service plans are available in his area:
• Unlimited Data Bronze 12: $65.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
• Unlimited Data Silver 12: $95.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
• Unlimited Data Gold 12: $145.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.
If Mr. [redacted] has any questions regarding his data usage, or if he would like to transition to a service plan that better meets his needs, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333.
Thank you for 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. ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service.   Customers are informed at the time...

of sale that ViaSat’s service may not work well with gaming and VPN applications.  In addition, Section 1.1 of the Customer Agreement signed by Mr. [redacted] on July 20, 2015, clearly states, “Please note the following limitations applicable to the use of the Service:  If you are receiving the Service through a WildBlue Plan, VOIP services may not work.  Live multiplayer games over the Internet may have very poor performance with the Service.  Some multiplayer games may not work at all. Virtual Private Network and Remote Computer access may be very slow with the Service.  Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr. [redacted]’s needs or expectations when it comes to online gaming. ViaSat also understands that there were some damages done to Mr. [redacted]’s new home. In order to arrive at a resolution ViaSat is willing to let Mr. [redacted] out of contract with no early termination fees. Along with that ViaSat has issued a damage claim to the Home Service Provider who installed Mr. [redacted] so that there can be a resolution there as well. When Mr. [redacted] is ready to have the services disconnected he can contact customer care at [redacted] and reference ticket number [redacted] to have the account disconnected with no fees. During this phone call Mr. [redacted] will be read the disclosures. Mr. [redacted] will be hearing from someone regarding the damages that were done to his home. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. When Mr. [redacted] had his service moved in May of 2015 as a one-time move he agreed to a new 24 month minimum service term commitment which is what makes the move free. We...

apologize if Mr. [redacted] feels this was not communicated to his satisfaction. Mr. [redacted] called ViaSat on May 5, 2016 to have the services cancelled and at that time Mr. [redacted] was advised that he was still in a contract. In order to arrive at a resolution ViaSat has agreed to waive the remainder of the contract so that Mr. [redacted] has a $0 balance. Mr. [redacted] will want to make sure he returns the equipment using the prepaid label and box supplied by ViaSat. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention.The Customer Agreement signed by Ms. [redacted] on May 25, 2012 states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale.  Ms. [redacted] contacted...

Viasat on August 28, 2016 in order to request a disconnection of her Viasat services. The disconnection was processed the same day. However, since that date was also the same as her billing cycle date, Ms. [redacted] was billed in advance for service. Viasat was unsuccessful in taking payment, leaving the balance as a past due amount on the account. On October 28, 2016, Viasat’s systems had not recorded the return of Ms. [redacted]’s equipment, and as such $315.00 was added to Ms. [redacted]’s past due balance, bringing the total due to $384.95. Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, 2016. On November 13, 2016, Ms. [redacted] contacted Viasat to advise that she had returned her equipment in September. A Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $315 balance was removed as of November 17, 2016. On February 22, 2018, Ms. [redacted] contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance due. We apologize for any inconvenience this may have caused Ms. [redacted].In resolution to this complaint, Viasat has submitted a request to remove Ms. [redacted] for her full balance from collections. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond.

Complaint: 11452113
I am rejecting this response because: this is untrue.  I had service to my house and the service guy said the eye on my satellite dish was bad and he replaced it.  Now my internet is working fine again.  So I was correct and it's very bad customer service that I have to pay for them to fix there equipment.  I don't think that should be allowed.  They can lie all they want but I have the proof where he came snd fixed it.
Sincerely,
Joni Kelley

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. ViaSat understands that Mr. [redacted] was having connectivity issues with his internet service and that a service call was created. Mr. [redacted] has advised ViaSat that the...

service call was never completed and the issue was not corrected. On February 23, 2016 Mr. [redacted] called ViaSat to disconnect his services due to the service not working. We apologize that the service did not meet Mr. [redacted] needs or expectations and that he ran into some connectivity issues. In order to arrive at a resolution ViaSat has waived the early termination fees of $329.03 due to the unresolved connectivity issues. ViaSat has also issued a refund of $197.88 back to Mr. [redacted] today for the past 2 months charges that were not used. Mr. [redacted] will see the refund back to his payment method within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy.
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. [redacted] on May 14, 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.
Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity.
Mr. [redacted] is currently 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 provides customers with a 10 GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps.
Our records show Mr. [redacted] has not contacted ViaSat regarding his data usage since installation. Our review of Mr. [redacted]'s account shows that as of August 21, 2015, that Mr. [redacted]'s usage is largely going towards storage (e.g., online backup). The majority of his usage occurred on August 21, 2015.
ViaSat will agree to disconnect Mr. [redacted]'s account with waiver of the early termination fees; however, 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 will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return. The disconnection of this account will occur on August 24, 2015.
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.)
I will accept the terms, do that I can get a service that works. Also to prove that I have in fact contacted viasat, I've attached 2 images of those emails, my emails dated August 14th and August 17th. I've also attached a screen shot of the canned responses saying I would receive a response within 24 hours, and the actual response I got on August 22nd, 1 day over a week after I sent the initial email. The human response even admits that due to customers finding out about the free data speeds during free zone have been slower and that when they get there new satellite up in 2016, it will improve. As to sending the equipment back, what needs to go back and I'll gladly send it back, as I won't ever use or recommend exede to any of my customers.