ViaSat, Inc.

Thank you for bringing Mr*** complaint to Viasat’s attention.Our records indicate Mr*** is receiving Viasat’s Liberty GB service plan with the Free Zone afor $a month, in addition to Viasat’s EasyCare program for $a month, applicable fees, and a $monthly lease fee
Viasat’s EasyCare program provides customers with the ability to receive necessary service calls at no cost to them, as well as one free relocating of their equipment per yearUnfortunately, there was an error with scheduling a service call Mr*** had requested, and he was charged for the $service feeWe apologize for any inconvenience this may have caused Mr***.Mr*** advised Viasat of the charge on January 1, 2018, his bill cycle dateThe Viasat representative assisting submitted the request for his refund, which can take up to to business days to review, as well as a credit of $for Mr*** downtimeMr*** should see this credit on his next bill. In order to bring this complaint to resolution, Viasat has refunded the $he was charged in error to the payment method on fileMr*** should see the funds within the next three to five business daysIf Mr*** 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

Complaint: ***
I am rejecting this response because: I would like to receive a refund for any funds taken from my account starting at the install date due to faulty install and having to cancel my service fue to ongoing service issuesFurthermore, your employees did not properly annotate the account about service call, I never cancelled any appointments, the contractors would not honor the appointments I reserved and changed them or said they did not have anyone to perform the service call
Sincerely,
*** ***

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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

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

Complaint: ***
I am rejecting this response because: The main reason for this is that we moved with no cost that is correct in their way , BUT the cost for US actually is way higher with the Month Contract = almost $, which is outragious,Yes I can cancel and pay the early termination fee, but we actually did not want to cancel, we just wanted to MOVE and finish our obligations we had with Exede. Like I said in my previous message is we want to finish our old agreement we had, we felt we are forced to agree to sign the new contract because if we did NOT we had to pay a early termination feeSo we chose for the first option. as I don't agree with both, because both options are unfair because both options you run in a closed doorSo I expect a solution as explained in my first message which is fair and stated belowfinish our previous agreementwaive the early termination fees from our previous contractI know you can because Exede broke our previous contract with no trouble.The contract we agreed to was bond to a person, not the adress unless Exede can explain to me why I had to sign a new contract and terminated the contract we both agreed to previously
Sincerely,
*** ***

Thank you for bringing Ms***’s complaint to our attention. Our records show ViaSat charged Ms*** $in monthly service fees on January 20, 2017, but the payment failedSubsequently, on January 26, 2017, the account was suspended for nonpayment of serviceOn January 28, 2017, a credit of $was applied to Ms***’s account for a free month of service off her service plan price, leaving a balance due of $40.03. ViaSat received a call from Mr*** *** the same day regarding the account status, at which time he was informed that the free month off his service plan price had been applied earlier that day, leaving a remaining balance dueAt this time, Mr*** disputed the balance due and requested to speak to a supervisor; his call was transferred accordingly. During his conversation with the ViaSat supervisor, Mr*** was informed that the balance due, and was once again informed that a credit for a free month of service had been applied accordinglyMr*** agreed to make a payment for the balance due, after which his account was resumed from suspension for nonpaymentWe apologize for any poor service Mr*** may have experiencedHe called back later the same day to advise that he did not have internet service, at which time he was guided through troubleshooting and the issue was resolvedMr*** also informed the ViaSat representative of his experience with the ViaSat supervisor. ViaSat does not agree to provide Ms*** with another free month of service; however, as resolution, ViaSat has applied a credit of $to her account as of today, January 30, Additionally, ViaSat has escalated an internal request to have the interaction in question reviewed to ensure ViaSat’s quality customer service standards are met. Thank you for the opportunity to respond.

Thank you for bringing Mr***’ complaint to our attention
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 softwareBecause of these many variables, Viasat cannot guarantee any particular speed Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr*** on February 1, that speeds may vary and are not guaranteed
Our records show Mr*** called Viasat on February 2, to disconnect service because the Unlimited Data Bronze Mbps service plan speeds were not meeting his needsDuring this conversation, the Viasat representative educated Mr*** on the Unlimited Data Silver Mbps service plan, and offered him a discount of $off his bill per month for six monthsMr*** accepted this offer, and his service plan was transitioned accordingly
The Unlimited Data Silver service plan ($a month, plus applicable taxes, a $monthly equipment lease fee, and a monthly EasyCare fee) provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting 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 GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers 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
Viasat received another call from Mr*** on February 5, once again requesting disconnection due to slow speedsThe Viasat representative informed Mr*** of the early termination fees, and offered troubleshooting; however, as Mr*** was not on site during the time of the call, he was advised to call back in when he was home so troubleshooting could be performed
Mr*** contacted Viasat for troubleshooting on February 6, 2018, at which time it was determined that, while Mr***’ modem was receiving speeds above advertised range, he was still experiencing a slower experience on his third-party deviceMr***’ call was transferred to Viasat’s Technical Escalations Department for additional troubleshooting; however, the call dropped before further assistance could be provided
A second call was received from Mr*** the same day regarding issues he was experiencing with streamingDuring this conversation, the Viasat representative reminded Mr*** of the streaming quality for his service plan, and recommended that he change the settings on his streaming program to reflect 480p
On February 9, 2018, Mr*** called to disconnect his accountMr*** was informed of the disconnection disclosures, including the early termination fees, before his request was processed
The Customer Agreement commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Additionally, the Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnection
On March 4, 2018, Viasat charged Mr*** $in early termination fees, but the payment failedViasat received notice on March 6, that Mr*** had returned the modem but not the transceiver; subsequently, on April 4, 2018, Mr*** was charged an additional $in unreturned equipment fees plus a Voice disconnection fee, which was added to the existing balanceNo payment was collected
On April 4, 2018, Mr*** called Viasat regarding the total balance due of $548.76, at which time he was provided with a breakdown of the chargePer Mr***’s request, a service call was scheduled for a technician could assist him with the removal of the transceiver, and a second equipment return kit was shipped out to Mr***’ homeMr***’ transceiver was returned on April 18, 2018, and $was waived from the balance due
On April 23, 2018, the remaining balance due of $was referred to outside collections for further actionMr*** called Viasat on April 30, regarding this balance and to dispute the early termination fees, at which time he was informed that the early termination fees were a valid charge
As resolution to this complaint, Viasat will remove Mr***’ account from collections with the balance due waived in fullThis action has been requested as of May 1, Mr*** should be informed that it may take the collections agency days for them to update their records
Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any frustrations or confusion this situation may have caused
Since installation of the ViaSat services at Ms***'s residence on August 20, 2012, ViaSat has
received contact from Ms*** on six separate occasionsMs*** contacted ViaSat's customer service department first on October 4, to discuss ViaSat's Data Allowance PolicyCustomers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr*** on August 20, 2012, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds *** be slowed or restricted for a period of time when customers use their entire monthly system usage
ViaSat received contact from Ms*** on February 27, to discuss how to view their monthly billAfter this, ViaSat did not receive contact from Ms*** until June 26, at which time she advised of the connectivity issues she had been experiencingCurrently, Ms*** has a credit of $pending on her accountAs ViaSat was not made aware of any connection issues or service interruptions prior to this call, ViaSat does not agree to compensate Ms*** for the monthly charges since installation
Nevertheless, as a gesture of good faith, ViaSat will agree to credit Ms***'s account months' worth of services at $a monthMs*** will not be charged for her ViaSat services again until January We believe this is a sufficient resolution given the information on Ms***'s account
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With all due respect, I do not feel this is satisfactory compensationI am not a customer who wants to spend their time disputing services with companies, in which I have complied with by holding up my end of the financial obligationMy time is very valuable as I'm certain most would agree with their own timeI have never had to reach out to a company on a regular basis to receive a service in which I am paying forIt is extremely unfortunate that this is the Company's process and it absolutely does not provide me any confidence, knowing I'm with a company who does not back their products and or services
I never ask nor do I expect any type of services or products for free; I do expect to receive the service in which I pay or have paid forI do not feel that it should be required of me, to spend my time calling a business on a daily basis in an attempt to get the services in which I am entitled toI do however feel that if I lack in the knowledge of Excede's business it would be in the company's will to educate me to a better understandingI have reached out to Excede numerous times; I honestly do not know how many times, I can reassure you that it well exceeded more than times since August of I do not know the process or policies of your call center, nor am I able to confirm if a Customer Service Representative is or is not documenting my accountI do know, at times, I was brushed off and provided the same general answer that in not so many words came across to me as, that's just Satellite internetAgain, I cannot speak on behalf of the policies within your company nor do I want to assume that the communication issues fall with the lack of training with the employees or the lack of willingness to assist loyal paying customers
In addition, the $that was withdrawn from my account that was not authorized should not be considered as a credit as it was my money and I don't feel it can be considered as compensationAlso, per the Supervisor I spoke with, the money was going to be deposited back into my checking account within business hoursThe additional funds have since been credited backWhen advised that they were increasing my monthly plan by GIG's due to my ongoing issues; I was not informed of a fee associated with the data increase and I did inquire several times to confirm I would not be chargedI was also not advised that the free upgraded data plan would be temporary or that I would be billed for it in the week to comeI would never consider paying a fee to increase my data plan with a company who cannot honor the current plan in which I was originally contractedI did however ask several times to confirm I would not be charged for the "free GIGS"I was not informed until my follow up call, regarding the complete unsatisfactory and unacceptable install by the original technician who was sent to my home in August of and the unauthorized funds deducted, that the GIGS were not free and were only for the remainder of the current cycleWhen I reached out to Excede, I wasn't concerned with increasing my usage/data plan, I once again was calling for assistance and simply wanted to be able to use the internet in which I pay forI do expect Excede to recognize my frustrations and understand that no person wants to throw away hard earned money for services in which they do and have not receivedI will make certain going forward, to contact Excede with every failed attempt to log onto the internet or experience what I feel is unstable or unacceptable internet servicesI will accept months of credited, reliable, internet service and the five free GIGS in which I was told I was receiving, as acceptable compensation
Final Consumer Response /* (4200, 11, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate your responseHowever, communication must have gotten tangled in transmissionPlease do not mistake my frustration or the lack of ViaSat's customer service commitments as confusion on my part
The main reason for my calls to Excede were not only in regards to the funds deducted that should not have been but also because the original installation was not properly executed
The original technician sent to my house representing Excede/ ViaSat in August of 2012, did not install the proper cable, bury the line or place the satellite dish in the appropriate place and Excede/ViaSat is not accepting responsibility
We were not aware that the installation was completed by an employee who was not capable of doing the work in which he was assigned toFortunately this type of issue was one we did not have to experience with our previous provider's and therefore were unaware
I have called numerous times in addition to the calls my husband made which well exceeded timesI will assume Excede has no thorough documentation of all the calls he made eitherWe should not be responsible for the lack of knowledge and willingness that is relayed to us by your technicians or your customer service representatives
To date I have received a refund of $that was owed to me as a result of unauthorized funds taken from my accountViaSat did offer free or what was presented as free Gigs in addition to our monthly allotmentIt was never explained that the "free Gigs" were for a limited time offer and would move to a monthly charge on my billI am content with the amount allotted to me through my monthly plan, having concluded that ViaSat does not stand behind their products and services
I'm still uncertain how ViaSat came to the conclusion that a feasible "good will credit" is months of servicesWhen you take into account:
From August - June our ongoing reported issues were due to an improper installationAs the consumer we are expected to fulfil our monthly obligations by paying the agreed amountAny issues with the provider's services or equipment should be handled by the providerWe did our part and now we are looking for Viasat to take responsibility and do their part
Aside from the numerous calls that have been made to alert ViaSat of this issue, we've dealt with subpar customer serviceIt's the same lack of customer service that lead me to file a report with the Revdex.comAfter speaking with a representative and after holding a total of nearly minutes (of which were consecutive, with an expectation set of 1-minutes) I spoke with a gentleman identifying himself as the supervisor but he was not empatheticAfter going over the issue of the unauthorized funds repeatedly he did eventually agree to transfer the funds back into my checking accountThis was after he told me numerous times it was not an optionI requested that my issue of the improper installation be escalated and he informed me that there was no one above him that could assist meHe was the highest level of authority availableI requested a number for the corporate office and he informed me that no such number existed
I contacted the Revdex.com because as a customer there was nowhere else I could goI was/ am frustrated with this entire process, endless phone calls, extensive hold times and no resultsI've been a loyal customer despite the issues for nearly years, consistently paying my bill monthly as agreed and I'm only asking ViaSat to do what is rightI do not feel at this point that months credit is feasible for the length of time I've had these ongoing issues, as well as my energy and effort I have put forth in an attempt to get the services in which I am owed
Final Business Response /* (4000, 13, 2015/07/21) */
As stated in ViaSat's initial response to Ms***, since installation of the ViaSat services at her residence on August 20, 2012, ViaSat has received contact from her on six separate occasions regarding the connectivity of her accountThe connectivity issues in which Ms*** states she experienced were directly related to the breech in the Data Allowance Policy or that her modem needing to be resetOn June 14, Ms*** made contact with ViaSat to discuss the issues with connection of her ViaSat servicesDuring her conversation with the customer service representative, Ms*** was offered a service call which was completed on June 20, Only after the completion of the service call did Ms*** inform ViaSat that there was an issue with the connection of her services since the date of installationViaSat feels the offers provided thus far sufficiently address Ms***'s concerns, and any issues experienced regarding the connection of her servicesThank You!

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat’s 24-month minimum service term
The Customer Agreement, signed by Ms*** on August 3, and also available at exede.com/legal, 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 termCustomers are advised of the minimum service term and early termination fees at the point of sale, and are reminded of them when they elect to disconnect prior to the expiration of the minimum service term
The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms***’s minimum service term started on August 3, The end date of her contract is August 2,
Ms*** called ViaSat on February 14, to disconnect her account, at which time the ViaSat representative attempted to advise Ms*** of the disconnection disclosures, including how she could return the equipment and that she had months remaining in her 24-month minimum service termMs*** disputed the minimum service term, and the call was ended shortly afterAs the ViaSat representative was unable to finish the disconnection disclosures, Ms***’s account remained active
ViaSat received an email from Ms*** the same day regarding the disconnection of her account and her minimum service termIn response, a ViaSat representative attempted to reach out to Ms*** via phone, but received a busy signal An email response was sent to Ms*** the same day advising her to call in to ViaSat’s 24-hour Customer Service Department to disconnect her account
A second email was received from Ms*** on February 22, in regards to her account disconnectionOnce again, a ViaSat representative attempted to contact her via phone, but there was no responseA voice message was left directing Ms*** to call ViaSat for assistanceThe ViaSat representative also sent a responding email with the same information
As of February 23, 2016, Ms*** has months and days remaining in her minimum service term, making her early termination fees approximately $As Ms*** was accurately advised of the early termination fees at the point of disconnection, ViaSat does not agree to waive the fee
Ms*** will be responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return
Currently, Ms***’s account is still activeIf she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-####
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: This company is not helping me solve the issue. My internet use is no different than it has ever been , in fact I was out of town for days in October so my use should have been less than normal. If this is due to a *** ** issue this company needs to help me set up specific update times so I am updating during the free time. After I filed my complaint with the Revdex.com my internet has completely been out on two different days, requiring me to call the company and super slow when it does work. I want this issue fixed without needing to upgrade to a different or higher cost plan. I have had years of not going over my limit and am doing nothing different. Now wild Blue is saying there must be a problem with their equipment and I have a service call set up for tomorrow requiring me to take time off work and lose income. Last week they told me there was no problem with my equipment. I get a different answer every time I call. I can update the Revdex.com on Friday after my service call to see if any actual help is received tomorrow to resolve this issue
Sincerely,
*** ***

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr*** was installed by Dish South an authorized ViaSat dealerWe apologize that Mr*** has had issues getting in touch with them ViaSat
bills in advance and when ViaSat attempted to collect the first payment of $from My *** the payment failedFor security purposes we don’t have the card number on fileWe show the card as being an American Express with an expiration date of 6/When this payment failed the service was placed into a non-pay suspension which is why Mr*** stopped receiving the service At the time of sale customers are advised of the 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr*** on April 2, and available at exede.com/legalViaSat has attached a copy of the customer agreement for Mr***’ viewing In order to arrive at a resolution ViaSat will waive Mr***’ early termination fees should he wish to disconnect the accountViaSat has already waived the balance due of $leaving a current balance of $Mr*** can call customer service at 866-945-and reference ticket # *** to have the account disconnected at no chargeMr*** will be read disclosures and told how to return the equipment using a prepaid shipping label and boxViaSat will follow up with the dealer regarding these issuesThank you for allowing ViaSat the opportunity to respond

Per ViaSat’s previous reply the refund was issued and should have been received within three to five business daysHowever, due to the holiday, the refund was issued on January 6, ViaSat stands behind our previous reply that we will waive half of the early termination fees of approximately $105, not including taxesThe early termination fees will therefore be approximately $52.50, not including taxesThis charge will occur on January 28, We believe this is an applicable and reasonable responseThank you!

Thank you for bringing Ms***s complaint to our attention
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
termCustomers 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
Each customer has access to Viasat’s Customer Agreement at exede.com/legalNew 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 installationThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms***s electronic signature on the Customer Agreement dated March 13,
Ms*** ordered service through a local Viasat dealer on March 9, 2018, at which time she elected the Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p
Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period while receiving the Unlimited Data Bronze service plan, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting 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 GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal
The service was installed at Ms***s home on March 13, On March 29, 2018, Ms*** called Viasat because she was experiencing slow speeds, at which time she was advised she’d exceeded the GB threshold and was receiving lower priority on the network, as described aboveThe Viasat representative reviewed the Unlimited Data Policy and the service plan details with Ms***When Ms*** expressed interest in disconnecting, the Viasat representative reminded her of the Customer Agreement and 24-month minimum service term, and offered to transition her service plan to one that would better meet her needsMs*** advised she’d call back another time
As resolution to this complaint, Viasat will agree to waive Ms***s early termination fees in full if she disconnects prior to April 16, Ms*** will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions
If she would like to move forward with the disconnection of her service, Ms*** may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no***
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because:Hi there, I had responded to their comment, before I looked at my account. They gave me a refund of $on 10/22/2016, and then charged my card AGAIN for $135.00 I do not understand what this company is doing, but they need to be stopped
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and though not entirely factual I find that this resolution is satisfactory to me
We received the device yesterday and will be shipping all equipment back today as required
Sincerely,
*** ***

Thank you for bringing Mr*** complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat
At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, and
equipment lease requirementsThey are also informed that speeds may vary and are not guaranteedEach of these points is also addressed in the Customer Agreement signed by Mr*** on May 13, and available at exede.com/legal
Our review of Mr*** account shows that he contacted ViaSat on May 10, because he’d ordered service through DIRECTV and wanted to confirm installation appointmentAt this time, it was determined that no order had been placed; accordingly, Mr*** call was transferred to ViaSat’s Sales department so his order could be placed
During his conversation with ViaSat’s sales representative, Mr*** was accurately advised of all aspects of the service, including ViaSat’s billing processes, Data Allowance Policy, and early termination feesWhen Mr*** advised that he was currently receiving fiber services, the sales representative also advised him that ViaSat’s services would be significantly slower than what he was used toHe was also advised that he should stay with his current ISPMr*** chose to move forward with ordering the Exede Internet and Voice servicesWhen asked what he used the service for, Mr*** advised that his household mostly did web browsing and limited file uploads, but did not stream any video or audioBased on this information, the ViaSat sales representative recommended that MrNicekrson sign up for the Exede Liberty 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee
Regarding the cost of Mr*** third-party wireless router, during his conversation with ViaSat’s sales representative, Mr*** was given the option of choosing ViaSat’s Exede modem at an extra $a monthMr*** declined this offer and opted for ViaSat’s standard modem, which does not provide Wi-FiViaSat does not provide customers with third-party wireless routers
The Exede Internet service was installed at Mr*** home on May 13, ViaSat received a call from Ms*** *** on May 18, because she was unable to use DIRECTV’s OnDemand serviceAt this time, Ms*** was advised that the functionality of the OnDemand service was not guaranteedThe ViaSat representative also advised Ms*** that she was over her 10GB monthly priority data and had been subsequently slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative offered to transition her service plan to one that would better suit her needs, and provide her with a monthly discount of 50% off the service plan price for three monthsMs*** declined and advised that she would be contacting DIRECTV regarding her concerns, and would likely disconnect the service
Ms*** made a second call into ViaSat the same day regarding her service, at which time she was once again offered the opportunity to transition her service plan to one that would better suit her needs with a monthly discountMs*** was also advised that she would be charged early termination fees if she chose to move forward with the disconnection of her serviceThis information was reiterated by a ViaSat supervisor when she requested to speak to oneMs*** chose not to disconnect the account that day
In recognition of his short term as a ViaSat subscriber, ViaSat will agree to waive Mr*** early termination fees in full provided that he disconnect prior to June 16,
Mr*** is responsible for returning ViaSat’s modem and transceiver within 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 free 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
If Mr*** would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service department at 1-855-463-in reference to ticket no***If Mr*** ported his number for use with ViaSat’s Exede Voice service, he should port his number back over to his new carrier prior to disconnecting
Thank you for the opportunity to respond

Thank you for bringing Mr***’s rebuttal to our attention
As previously stated, ViaSat’s HSP made multiple attempts to reschedule Mr***’s appointment between April 7, and April 14, 2017, including via email to the email address we have on file, with no success after his initial service call appointment could not be fulfilledAdditionally, several ViaSat representatives have offered to reschedule Mr***’s service call appointment; each time, the offer was declined by Mr***
On August 14, 2017, Mr*** acknowledged that he had been contacted by the HSP, but advised that he had not responded to the calls
During a conversation with a ViaSat supervisor on April 13, 2017, Mr*** was advised that the cost of the transceiver would be waived, but that he would still be responsible for returning the modem prior to being charged
ViaSat will agree that Mr*** is not responsible for returning the transceiverViaSat will also advise the HSP to stop contacting Mr*** regarding his service callHowever, no refund for the unreturned modem fees will be issued prior to its return to ViaSat
Thank you for the opportunity to respond

Complaint: ***
I am rejecting this response because: I signed a contract to get serviceI expect something in writing, telling me that the contract has been satisfactorily ended. Does any other business suggest that a voice over the phone line is a legal ending to a contract? If so, I'd like to know about it. My next step is probably going to be looking at the ramifications
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/07/22) */
Thank you for bringing Ms***'s complaint to our attentionWe apologize for any frustration she may have experienced
The Customer Agreement, signed by Ms*** on August 18, and also available at exede.com/legal, 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term
Ms*** contacted ViaSat on July 9, to disconnect her account, at which time she advised that she was moving to an area that did not provide ViaSat's Exede Internet serviceIn response, the ViaSat representative advised Ms*** that her early termination fees would be waived as ViaSat would be unable to provide her with service in her new areaUnfortunately, the waiver request for the early termination fees was not submitted correctly, and the request was rejected on July 10, Subsequently, on July 20, 2015, ViaSat collected $in early termination fees from Ms***ViaSat received a call from Ms*** on July 21, 2015, at which time a refund request was createdRefund requests can take 7-business days to be completed on ViaSat's end
In order to come to a resolution regarding this complaint, ViaSat will issue a refund for the payment of $to Ms***'s payment methodHowever, as the payment of was collected on July 20, via electronic funds transfer (EFT), ViaSat will need to wait a full four business days to ensure that the payment clears before a refund for the amount can be processedViaSat will issue this refund on Monday, July 27, 2015, after which it may take 3-business days for Ms*** to see it deposited into her account, based on the processing time of her bank's clearinghouse process
We apologize for any frustration Ms*** may have experiencedThank you for the opportunity to respond