ViaSat, Inc.

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,
*** ***

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outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed Viasat discloses at the point of sale and in its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

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr*** contacted ViaSat’s customer service department on February 4, to discuss the disconnection of his services as his new apartments would not
allow the installation of a satellite dish on their propertyDuring this conversation Mr*** was advised that per the Customer Agreement signed on October 5, 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***’ property management company contacted ViaSat to discuss this matter on his behalfAgain, they were advised that Mr*** 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 termHowever, later in the day Mr*** 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, ViaSat waived Mr***’ applicable early termination fees as a gesture of good faithGiven this information ViaSat believes this complaint has been resolved Thank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/09/01) */
Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused
Ms*** contacted ViaSat on August 1, to disconnect their ViaSat accountAugust
was the same date that Ms***'s monthly bill was collectedThe Customer Agreement signed by Ms*** on April 30, 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
Upon review of Ms***'s account, and the disconnection call, ViaSat determined that she was incorrectly informed that no further charges would occur as she was no longer within contractHowever, as the account was disconnected on the billing date Ms***'s account was charged $on August 1, On September 1, ViaSat issued a refund of the $to the payment method on fileMs*** should receive this refund within three to five business days from today, September 1, If she does not receive this refund within this time frame, please have Ms*** contact ViaSat's customer service department at XXX-XXX-XXXX
Again, we apologize for any confusion or frustration this situation may have causedThank you for the opportunity to respond

Initial Business Response /* (1000, 5, 2015/08/20) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation *** have caused
Customers 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, and it is also available at exede.com/legalPursuant 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.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity
Mr*** contacted ViaSat's customer service department on August 13, to discuss the data allowance policy, and the process for disconnecting his accountMr*** requested to speak with a supervisorThe ViaSat supervisor advised Mr*** of the email notification he received prior to installation which outlined the guidelines of our services, and included the contract and early termination fee informationThe ViaSat supervisor offered to look at additional plans; however, the call escalated and the supervisor disconnected the call due to this information
As a gesture of good faith, ViaSat will agree to disconnect Mr***'s account with waiver of the Early Termination fees; however, he will be 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 AgreementA 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 returnMr***'s account will be disconnected on August 21,
Thank you for 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!

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,
*** ***

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,
*** ***

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

Thank you for bringing Ms*** complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat.Ms*** was receiving ViaSat’s Linerty GB plan with complimentary at $a month, plus applicable taxes and a $monthly equipment lease feeThe
Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets.At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees, equipment lease requirements, and certain gaming limitations Each of these points is also addressed in the Customer Agreement signed by Ms*** on July 23, and available at exede.com/legal.The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workWhile customers can engage in the activities described in their plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), their activities are limited by the monthly data allowance of the plan they have purchased, pursuant to the Data Allowance Policy as described above.Our records show Ms*** contacted *** on July 4, 2016, at which time she ordered ViaSat’s Liberty GB service plan with complimentary Wi-FiOn July 5, 2016, ViaSat collected a one-time installation fee of $from Ms***The service was installed at Ms*** home on July 23, 2016.On July 24, 2016, ViaSat collected a payment of $from Ms*** for her monthly service feesMs*** called the same day because she’d received notice that she was over her monthly priority dataAt this time, the ViaSat representative reviewed the details of the Liberty plans, Liberty Pass, and the Data Allowance Policy, and advised Ms*** she could transition to a service plan that would better meet her needs.Ms*** called ViaSat later the same day to disconnect because she did not believe the service would meet her needsDuring this conversation, Ms*** also advised that she felt she had been misled at the point of saleOnce again, Ms*** was reminded of the details of the Liberty plans, Liberty Pass, and Data Allowance PolicyShe was also provided with tips on how to conserve her monthly priority dataHowever, as Ms*** still wished to terminate service, the ViaSat representative reviewed all disconnection disclosures before processing her request.In response to this complaint, ViaSat had Ms*** sales call pulled for reviewOur review of Ms*** sales call shows that she advised the *** sales agent that while she was not into streaming, she and her family did participate in online gamingShe also advised that she used VPN once in a while to work from homeViaSat does not recommend the use of VPN applications with ViaSat’s service Customers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.”In recognition of Ms*** short term as a ViaSat subscriber, ViaSat will agree to waive her early termination fees in fullViaSat will also agree to issue her a refund for the $payment collected on July 24, However, as she had the services fully installed, ViaSat does not agree to issue a refund for the $installation fee.The waiver of Ms*** early termination fees and the refund of $have both been processed as of August 2, It may take Ms*** 3-business days for her to see the amount deposited into her account.Thank you for the opportunity to respond

Thank you for bringing Ms*** response to ViaSat’s attentionWe apologize for any inconvenience this may have causedOn ViaSat’s original response to Ms*** it was determined that Ms*** was well aware of the 24-month minimum service term commitmentAs stated ViaSat records all calls for quality assurance purposes and was able to obtain Ms*** original sales call and at that time Ms*** was advised of the month contract which she agreed toViaSat has also obtained a signed customer agreement from Ms*** that would have been signed at the time of installViaSat cannot activate any account without the signed customer agreementViaSat stands by its original response and should Ms*** wish to disconnect the account he early termination fees will applyThank you for allowing ViaSat 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,
*** ***

Initial Business Response /* (1000, 5, 2015/10/15) */
Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation 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, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Mr*** on July 22, and available at exede.com/legal We apologize if Mr*** feels these points were not communicated to his satisfaction
Mr*** called ViaSat on August 4, to disconnect his accountThe Customer Agreement signed by August 4, obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will apply 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 August 24, ViaSat attempted to collect $from Mr***'s payment method on file for the early termination fees; however, the payment failedTherefore, on September 24, ViaSat collected $from Mr***'s payment method on file for the early termination fees ($344.03) and failure to return the leased equipment ($324.00)
Nevertheless, on October 1, ViaSat refunded Mr***'s payment method on file $for the return of the leased equipment and on October 7, he was refunded $for the prepaid lease payment previously collected on July 16, These refunds should have been received by Mr*** within three to five business daysShould he not receive the refund by October 15, 2015, please advise
In regards to the $collected for the early termination of his ViaSat account, ViaSat is unwilling to refund these charges in full as Mr*** did not provide ViaSat the opportunity to resolve any issues he may have been experiencingHowever, in order to bring this complaint to resolve, ViaSat will agree to refund half the early termination fees collectedThe refund of $will be issued back to the payment method on file as of October 12, and should be received by Mr*** in three to five business daysAgain, if he does not receive this refund by October 19, 2015, please adviseHe may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX
Thank you for the opportunity to respond
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did make it clear that I was signing up for a month contractI had not problem signing for monthsWe do it all the time for mobile phone service
However, the service they claimed to offer was not as they claimedI never had more than MBPSThey claimed to offer I didn't see why I was made to stay with them for months if the service was awfulI researched the internet and found hundreds of complaints by Exede customers also complaining about the slow speed they were getting and how Exede wanted to charge them an early termination fee
Now Exede's advertising shows they offer speeds UP TO 12MBPSNot as they had been promoting
Final Business Response /* (4000, 9, 2015/10/20) */
As previously stated, customers are reminded of the Data Allowance Policy and the 24-month minimum service term committedMr***'s speeds appeared to be slowed; however, he did not allow ViaSat the opportunity to resolveAdditionally, per section of the Customer Agreement it states:
Disclaimer of Warranties"You expressly agree that use of the service is at your sole riskViaSat and ViaSat's subsidiaries and affiliates and each of their respective officers, directors shareholders, employees, agents, wholesalers, dealers, distributors, suppliers, licensors and third party content providers (collectively, "ViaSat's Partners") Disclaim any and all warranties that the service will be uninterrupted or error free as well any and all warranties as to the results to be obtained from use of the service, including, without limitation, any minimum upload or download speedsThe service is distributed on an "as is" and "as available" basis without warranties of any kind, either express or implied, including without limitation, warranties of title or implied warranties of merchantability, fitness for a particular purpose, accuracy or completeness of informational content, non-infringement or otherwise, except the foregoing shall not apply in states where it is prohibited."
Due to this, ViaSat sticks with their previous offer of refunding half of the early termination feesThis refund was completed on October 12, Thank You!

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***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused Mr*** contacted ViaSat on June 20, to have the account disconnectedMr*** was charged $for the previous month of May which is where the charge came
fromSince ViaSat never received a call the charge was valid to the accountViaSat understands that Mr*** was not using the services during this time; however, the account remained active until it was placed into a non-pay suspensionMr*** is responsible for calling to have the account disconnected so no further charges would be placed to the accountIn order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountThe account was never sent to an outside collection agency so there is no need to remove from collectionsAs of today August 2, Mr*** has a zero ($0) balance on the accountThank you for allowing ViaSat the opportunity to respond

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

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 service call I was to have on 11/10/never was scheduled by the companyI have been unable to access any of the bbq info from my home computerNow I am supposed to have a service call on 11/18/Until that call takes place I will be unable to resolve this issue which I have been trying to resolve for over two weeksThis case needs to remain open until after 11/18/and the service call has been completed
Sincerely,
*** ***

Thank you for brining Mr*** complaint to our attention Our records show that Mr*** is receiving the Liberty plus Wifi with Free Zone plan for $a month, plus applicable taxes and a$monthly lease fee Mr*** service plan is subject to a Data Allowance
Policy, which limits the total amount of data a customer can use each monthCustomers 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 *** on August 14, Mr*** ‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to 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 to 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 $per GB on an as-needed basis, but are not required to do so. Our records show that Mr*** contacted Viasat via chat on March 28, due to experiencing slow speeds over the past hoursThe Viasat representative advised Mr*** that he had reached and been over his data limit since the day after his data reset date of March 16, As of April 6, 2018, Mr*** was showing to have used GB’s of data As a resolution to Mr*** complaint, Viasat has agreed to process a refund of $back to his payment method on file for as a onetime courtesy for his days of down timeThis refund was processed on April 6, Mr*** should see these funds returned to him within the next three to five business days If Mr*** has any further questions or concerns, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respondTell us why here

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.