ViaSat, Inc.

Initial Business Response /* (1000, 12, 2015/12/30) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
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 April 11, 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. This means that web pages and email will take significantly longer to load and most other internet activities will not work.
The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to 24 hours to display the current usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset.
ViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policy. The Data Allowance Policy applicable to Mr. [redacted] plan 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 [redacted] (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. ViaSat does not automatically charge customers when they go over their monthly data allotment. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
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], clearly states,
"Please note the following limitations applicable to use of the Service: VOIP services may not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans. Real-time or "twitch" online gaming activities may experience performance degradation over the network, including latency effects. VPN applications may not perform or may perform poorly and are not recommended."
The Customer Agreement provided to each new subscriber 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. ViaSat is unwilling to waive Mr. [redacted]'s Early Termination Fees in full. However, ViaSat agrees to waive half of the Early Termination Fees upon the return of ViaSat's equipment. Mr. [redacted] can call a ViaSat Customer Care Agent at X- XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of his account and ViaSat send UPS box.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 14, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr. and Mrs. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   Customer Agreement signed by Mr. [redacted] on September 20, 2012 and available at exede.com/legal, states that ViaSat does not provide a...

refund for unused services regardless of when an account is disconnected ViaSat collected $198.93 for the monthly services on February 16, 2017. On February 22, 2017, ViaSat received contact from Mr. [redacted] who requested the disconnection of his ViaSat account. During his conversation with the ViaSat representative, Mr. [redacted] was advised of the disconnection disclosures and equipment return policy. ViaSat received contact from Mr. [redacted] March 25, 2015, at which time he requested the refund for the unused services from February 16, 2017 to March 16, 2017. Mr. [redacted] was educated by the ViaSat representative that ViaSat does not refund for unused services and that the charges were valid. In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Mr. [redacted] the unused services of $ 97.49 per his request. The refund of $97.49 was issued to Mr. [redacted]’s payment method on file and should be received within three to five business days. Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
thank you very much

Initial Business Response /* (1000, 4, 2015/12/09) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration the billing of his ViaSat services may have caused.
Mr. [redacted] contacted ViaSat's customer service department on October 10,...

2015 to discuss the billing of his ViaSat services. During his conversation with ViaSat's representative, Mr. [redacted] was educated that the $20.00 off for 3 months had been applied to his account. Mr. [redacted] stated that he would file a Revdex.com complaint as he believed this was not being added properly to his account. Again, Mr. [redacted] was advised that the credits were being applied correctly and no further action was required. Mr. [redacted] has not contacted ViaSat's customer service department since this date.
As informed to Ms. [redacted] previously by our customer service representative, the $20.00 off for 3 months has been applied to his account. These credits applied to his October, November, and December bills. ViaSat has attached a bill for Mr. [redacted]'s review. Given this information, ViaSat believes that this complaint has been resolved.
Thank you for the opportunity to respond!
Initial Consumer Rebuttal /* (3000, 6, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not except the response of customer service, because it doesn't matter how it looks on there billing the simple fact is they lied and if they can't fix the problem they should release me from the contract, if someone would have explained how they would have hidden the discount in the billing I wouldn't have got the service.
Final Business Response /* (4000, 12, 2015/12/15) */
Mr. [redacted] will not receive a credit this bank account as the $20.00 credits apply towards the monthly bill. His monthly bills have been decreased by $20.00 for the last three months. ViaSat does not owe Mr. [redacted] any fees collected. Thank You!
Final Consumer Response /* (4200, 14, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be uploading what I have been charged.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of these...

points are also addressed in the customer agreement signed by Ms. [redacted] on September 21, 2016 and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat does not offer a 30 day trial period. At the time of installation the technician will have the customer sign a 24- month agreement in order to have the service activated. ViaSat understands that the service was not meeting Ms. [redacted]’s needs or expectations so it was cancelled 2 days after installation. In order to arrive at a resolution and due to the length of time the service was installed, ViaSat has agreed to issue back a full refund of $347.28. Ms. [redacted] was issued a refund of $173.64 on September 29, 2016 which she should have received by now. The second half of the refund was issued today October 6, 2016 and Ms. [redacted] should receive that within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Complaint: [redacted]
I am rejecting this response because: You have broken the contract with me because I am not allowed to move my original contract service to my new location without buying a New expensive service with you which is braking my service contract with you. So no matter how different (more expensive) your new service is from my original contract that you will not honor, I am to agree to your new service or leave myour internet connection inot a house that I nof longer live in or pay forced early conciliation fees . This sounds like a class action. Thank you for braking my contract agreement. Revdex.com, Thank you for your time. I will share my experience with everyone I know to save others from this scam. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Viasat offers nothing but an excuse,  Poor download speeds are occurring almost any time, 24x7.Opening the Revdex.com email that I am replying to, took over 7 minutes, this is unacceptable service.  Viasat customer service suggested buying the premium plan at 150 month to resolve the issue.  If that is the case, then the issue is Viasat not providing the service contracted for at the price agreed on.  It appears that the only recourse in this mater is to pursue legal action seeking protection under the Texas Deceptive Trade Practices Consumer Protection Act (DTPA)
Sincerely,
[redacted]

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of disconnection [redacted] was read the disclosures which included returning the equipment. [redacted] was responsible for returning ViaSat’s modem and transceiver...

within 30 days after disconnection, or he would 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 was delivered to his home address within a week after his disconnection, and it included return instructions. ViaSat charged [redacted]’s account $321.32 on June 12, 2017 for the non-returned equipment. On June 15, 2017 the credit for the modem was placed on the account leaving just the tria as unpaid. In order to arrive at a resolution ViaSat has agreed to remove the full charge of $321.32 from the account leaving [redacted] with a zero ($0) balance. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/23) */
Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
ViaSat received a call from Mr. [redacted]'s girlfriend on September 7, 2015 stating that she had...

recently upgraded her Windows 8 operating system to Windows 10 and since this date she had been experiencing issued with her services. On this date ViaSat's technical support team worked with the customer to remove junk files, optimize the computer, and remove several infections from the computer system. At that time the customer's services were working correctly.
On September 14, 2015 Mr. [redacted]'s girlfriend made contact once again to discuss the difficulties connecting to their ViaSat services. During her conversation with ViaSat's customer service representative she was advised that the issue appeared to be due to the breech in the data allowance policy. To date, Mr. [redacted]'s ViaSat account has utilized 25.0 GB of his 10 GB (6-month promo 20 GB) plan.
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. 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. It appears that the majority of their usage is being utilized on Netflix.
As a gesture of good faith ViaSat will agree to issue a good will credit for $59.98 to be applied to Mr. [redacted]'s account. If he continues to experience connectivity issues related to the data allowance policy, please have Mr. [redacted] contact ViaSat's customer service department at XXX-XXX-XXXX.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.Our records show Mr. [redacted] purchased Viasat’s Liberty 10 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of the following points at the time of sale. We...

apologize if these points were not communicated to Mr. [redacted] at the point of sale.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. The Customer Agreement is electronically signed by customers during the service installation process.  An account cannot be established without the customer’s electronic signature.  Our records show Mr. [redacted] electronic signature on the Customer Agreement dated April 11, 2016.  The Customer Agreement provided to each new customer and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records indicate that Mr. [redacted] contacted Viasat multiple times on April 12, 2016, in order to request disconnection of his newly installed services. Mr. [redacted] stated that he wasn’t supposed to receive Viasat services and was under the impression the technician that came to install the services was with [redacted]V. Mr. [redacted] was advised per disconnection disclosures of his early termination fees, but chose not to disconnect that day so that he could speak with a supervisory Viasat representative regarding his early termination fees.  On April 13, 2016, Mr. [redacted] contacted Viasat and requested the disconnection of his services and a waiver for his early termination fees. He stated that the Viasat authorized technician had misrepresented who he worked for. Mr. [redacted] disconnection was processed the same day. No waiver was requested for Mr. [redacted]. We apologize for any inconvenience this may have caused Mr. [redacted]. Viasat has not received contact from Mr. [redacted] since that day. On May 12, 2016, Mr. [redacted] account was billed $567.47, $344.52 for early termination fees and $222.95 for his first month’s past due balance. Since Mr. [redacted] had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr. [redacted] account. On May 31, 2016, that balance was written off to Viasat’s collections agencies. We apologize for any inconvenience Mr. [redacted] may have experienced during this time. In resolution to this complaint, Mr. [redacted] account was fully removed from collections on February 21, 2017.  Viasat did not report Mr. [redacted] account to any credit agencies. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond.

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

Initial Business Response /* (1000, 5, 2015/10/14) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Pursuant to the Customer Agreement, signed by Mr. [redacted] on November 13, 2013 and available at...

exede.com/legal, ViaSat's subscribers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxes. A prepaid UPS box and illustrated instructions, supplied by ViaSat, is delivered to a customer's home within a week after their disconnection for the return of the equipment.
Our records show Mr. [redacted] contacted ViaSat on June 23, 2015 with questions about disconnecting his account because he would be moving soon. During this conversation, the ViaSat representative advised Mr. [redacted] that if he disconnected his account, he would be responsible for returning ViaSat's modem and transceiver within 30 days and that he would be charged an early termination fee of approximately $75.00. Mr. [redacted] advised that he would call back to disconnect.
ViaSat received another call from Mr. [redacted] on July 16, 2015 because he'd been charged $60.78 when he hadn't had service. Mr. [redacted] advised that he believed his account had been disconnected even though he said he would call back. At this time, the ViaSat representative advised Mr. [redacted] that his account was still active and processed the disconnection for him, per his request. When Mr. [redacted] asked for a refund of the $60.78, he was advised that ViaSat did not refund for prepaid services and that ViaSat had not been informed of any service issues he'd experienced prior to this interaction. Per his request, the ViaSat representative escalated a request for the equipment return kit to be sent to the following address:
[redacted] E [redacted] XXXXX
Our records show ViaSat alerted UPS of the address change on July 17, 2015. Review of the tracking number (no. 1Z6ERXXXXXXXXXXXXX) shows that UPS attempted to deliver to Mr. [redacted]'s home, but there was an issue with his apartment number. UPS attempted to contact Mr. [redacted] to update the address in their systems, but there was no response. The UPS box was returned to sender on August 5, 2015.
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 August 16, 2015, ViaSat collected a payment of $43.55 for Mr. [redacted]'s early termination fees. ViaSat was advised on August 19, 2015 that Mr. [redacted]'s equipment had not been returned; subsequently, on September 16, 2015, ViaSat collected $324.00 in unreturned equipment fees from Mr. [redacted].
Mr. [redacted] contacted ViaSat on September 17, 2015 regarding the charge, at which point he advised that he had never received the box to return the equipment. The ViaSat representative requested a second box be delivered to the above-mentioned address. The request was placed to UPS on September 21, 2015. Once again, issues with Mr. [redacted]'s apartment number prevented UPS from delivering the shipment, and the box was returned to sender on October 9, 2015. This was explained to Mr. [redacted] during a conversation with a ViaSat representative on October 13, 2015.
As UPS has been unable to deliver the equipment return kit to Mr. [redacted]'s home, it is recommended that he provide an alternate physical address to which the box can be sent. Mr. [redacted] can provide this address by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
In order to come to a resolution to this complaint, ViaSat will refund Mr. [redacted] for the unreturned equipment fees of $324.00 and the monthly service fee of $60.58 paid on July 16, 2015. This refund has been issued to Mr. [redacted]'s payment method as of October 14, 2015. Mr. [redacted] should be advised that it [redacted] take three to five business days for the amount to be deposited into his account.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My address as listed as, once again, incorrect. I included my apartment number on both occasions. However, the number is failing to be seen here. That being said, I accept the return of the sum offered. If the equipment would still be returned I would like to do so.

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. As stated in the previous response ViaSat has not received the proper documentation from both accounts that Ms. [redacted] is claiming are being deducted. ViaSat will need a rolling 30 day bank statement from both accounts in order to research this issue any further. At this time ViaSat does not have the correct information to move forward and shows no double billing on our end. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 6, 2015/09/08) */
Thank you for bringing Mrs. [redacted]' complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Mrs. [redacted] contacted ViaSat's customer service department on July 24, 2015 to discuss...

her account and the process for reconnecting it as the account was disconnected in error. During her conversation with ViaSat's customer service representative, Mrs. [redacted] was advised that a request would be made to ensure that the early termination fees were waived, and that the account would be reconnected. On July 24, 2015 the account was successfully reconnected.
On September 3, 2015 Mrs. [redacted] contacted ViaSat's customer service department once again to discuss the charge of $308.70 to her account on September 1, 2015. During her conversation with ViaSat's customer service representative, Mrs. [redacted] was advised that a refund of $308.70 would be issued to the payment method on file and should be received by her in three to five business days. On September 4, 2015 Mrs. [redacted] was issued a refund of $308.70 to her payment method on file. As Monday, September 7, 2015 was a holiday, Mrs. [redacted] should receive this refund by September 11, 2015.
If Mrs. [redacted] has any overdraft fees associated with this charge, please have her submit a rolling bank statement to ViaSat's customer service department to confirm the charges. Once this has been confirmed, a refund for the overdraft fees charged because of the $308.70 charge on September 1, 2015 will be issued. Mrs. [redacted] 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, 8, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it took them so long to credit my bank account I incurred over 175.00 in overdraft fee from my bank that VIASAT will not pay. I have faxed my bank statement 4 times and emailed it 2 times. Everytime I call or do the online chat they can't find it even though they sent an email stating they got it. So the 1st time I emailed it and did the online chat to make sure they had gotten it (I can't call anymore because I am on the phone over 20 minutes waiting to speak to a rep and then on the phone with them for over an hour while "corporate" is looking for the email) she said to send a statement that was from the day the debit was made on my account to the day it was credited back including the running balance. I told her that I would be possibly incurring more overdraft fees because of the initial overdraft fee and she told me that they would only cover what occurred from they date they took the money to the day the credited the money. She said to send a statement showing those dates. I did that and now first they told me they couldn't find the email or faxes to resend it. Now they are saying the statement I sent isn't right that I need to send a statement from 8/15 to 9/15. When I told the rep I sent what was requested all she would say is sorry and they can't find the email I sent to resend it. I think they are going to jack me around until I just give up on trying to get the $175.00 back on over draft fees. I have done everything they have requested and they will NOT give me my money back. I have also had to pay to fax the statement because the first 4 times I called to see if they got it and guess what they didn't no one bothered to give me an email address to send it. Finally on the 5 call they gave me the email address but it still takes them over an hour to find it. I am done sending them email and faxes they "don't" get and can't find. I will be contacting my bank regarding fraud and what steps I need to take next.
Final Consumer Response /* (4200, 13, 2015/09/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I faxed my bank statement 4 times and each time was told they did not receive it. Finally I emailed the statement. Not once did they call and tell me to send a different statement. I was always the one who had to call in and wait on hold for 30 plus minutes while the rep contacted corporate then only to be told the statement I sent wasn't the kind they wanted. The rep gave me a date range that they wanted included on the statement so I sent the exact date range and assumed the issue would be dealt with. Again I didn't get a call stating that they wanted yet another statement with different dates. I had to call in after not receiving the refund. Not once have a received a call from this company to apologize for all the issues caused by their mistake. Instead I get "I understand you are frustrated Ms. [redacted]" from the reps I have had to deal with. The only apology I have gotten was the above response which is not an apology, it is
VIASAT trying to save face.
Final Business Response /* (4000, 15, 2015/10/07) */
Again, ViaSat apologizes for the confusion Ms. [redacted] experienced. As she contacted Customer Service directly, she was issued a direct refund of $180.00 to the payment method on file on September 24, 2015. ViaSat believes given this information that the complaint has been resolved. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/28) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with 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. Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr. [redacted], the account holder, on June 27, 2014 (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. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files.
Ms. [redacted] ordered the ViaSat service on June 17, 2014 through [redacted] an authorized seller of ViaSat's service, at which time she elected the Exede 10 GB service plan. This service plan offers a 10 GB monthly data allowance at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Ms. [redacted] has purchased a total of 149 GB of additional data since being installed on June 27, 2014. Starting in April 2015, ViaSat lowered the price of additional data in Ms. [redacted]'s area from $9.99 to $5.99 per 1 GB.
Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
On July 7, 2014, Ms. [redacted] contacted ViaSat with questions about her data usage. During this conversation, Ms. [redacted] advised the ViaSat representative that she streamed [redacted] and [redacted] through the internet. The ViaSat representative advised Ms. [redacted] that streaming would consume a high amount of her data usage, and educated her on the other service plans in her area. Ms. [redacted] elected to transition her account from the Exede 10 GB service plan to the Exede 15 GB service plan at $79.99 a month, plus applicable taxes and the monthly equipment lease fee. Ms. [redacted] contacted ViaSat via email on August 2, 2014, at which time her account was transitioned to ViaSat's Exede 25 GB service plan ($129.99 a month), per her request.
ViaSat had no further contact from Ms. [redacted] regarding her data until December 19, 2015 when she wanted to purchase additional data, but was unable to access ViaSat's account management site. At this time, the ViaSat representative advised her that the website was down for maintenance, and educated her that ViaSat was offering 5 GB of free additional data to customers per month for six months under a promotion ViaSat was running at the time. Ms. [redacted] elected to have 5 GB of free additional data applied to her account at this time.
Ms. [redacted] next contacted ViaSat regarding her data on March 27, 2015. During this conversation, the ViaSat representative reminded Ms. [redacted] of the Data Allowance Policy and her service plan, and advised that her data had gone towards media (e.g., [redacted] etc.), web browsing, marketplaces (e.g., [redacted] etc.), social networking, communications (e.g., instant messaging, audio/video chat, etc.), and file sharing. The ViaSat representative also explained how Ms. [redacted] could change the video quality on [redacted] and [redacted] to save data, and provided her with 1 GB of free additional data as a gesture of good will.
On August 26, 2015, Ms. [redacted] contacted ViaSat to disconnect her account, advising that she'd opted to go with another service provider. At this time, Ms. [redacted] was reminded of the signed Customer Agreement on the account and the applicable early termination fees before processing her request.
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.
ViaSat does not agree to waive any portion of Ms. [redacted]'s early termination fees. Ms. [redacted] has been actively using the service for a year with an active understanding of ViaSat's Data Allowance Policy.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any frustration or confusion this situation may have caused.
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 Ms. [redacted] on December 31, 2014 (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.
Ms. [redacted] last contacted ViaSat's customer service department on September 10, 2015 to discuss her usage. During her conversation with ViaSat's representative, Ms. [redacted] was educated on the termination fees should she wish to disconnect, the need for a service call, and data usage information. The call was disconnected before ViaSat's representative could assist any further.
If Ms. [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activities. Additionally, if Ms. [redacted] wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement.
ViaSat is willing to assist Ms. [redacted] in resolving any concerns she might have regarding her data usage; however, she will need to contact our customer service department at [redacted] and reference ticket [redacted].
Thank you for the opportunity to respond.

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted]’ 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 software. Because of these many variables, Viasat cannot guarantee any particular speed. Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr. [redacted] on February 1, 2018 that speeds may vary and are not guaranteed.
Our records show Mr. [redacted] called Viasat on February 2, 2018 to disconnect service because the Unlimited Data Bronze 12 Mbps service plan speeds were not meeting his needs. During this conversation, the Viasat representative educated Mr. [redacted] on the Unlimited Data Silver 25 Mbps service plan, and offered him a discount of $30.00 off his bill per month for six months. Mr. [redacted] accepted this offer, and his service plan was transitioned accordingly.
The Unlimited Data Silver 25 service plan ($100.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a 5.99 monthly EasyCare fee) provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.
Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.
Viasat received another call from Mr. [redacted] on February 5, 2018 once again requesting disconnection due to slow speeds. The Viasat representative informed Mr. [redacted] of the early termination fees, and offered troubleshooting; however, as Mr. [redacted] 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. [redacted] contacted Viasat for troubleshooting on February 6, 2018, at which time it was determined that, while Mr. [redacted]’ modem was receiving speeds above advertised range, he was still experiencing a slower experience on his third-party device. Mr. [redacted]’ 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. [redacted] the same day regarding issues he was experiencing with streaming. During this conversation, the Viasat representative reminded Mr. [redacted] 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. [redacted] called to disconnect his account. Mr. [redacted] 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 service. Early 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 30 days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes. Viasat 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. [redacted] $344.03 in early termination fees, but the payment failed. Viasat received notice on March 6, 2018 that Mr. [redacted] had returned the modem but not the transceiver; subsequently, on April 4, 2018, Mr. [redacted] was charged an additional $204.70 in unreturned equipment fees plus a Voice disconnection fee, which was added to the existing balance. No payment was collected.
On April 4, 2018, Mr. [redacted] called Viasat regarding the total balance due of $548.76, at which time he was provided with a breakdown of the charge. Per Mr. [redacted]’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. [redacted]’ home. Mr. [redacted]’ transceiver was returned on April 18, 2018, and $153.40 was waived from the balance due.
On April 23, 2018, the remaining balance due of $395.36 was referred to outside collections for further action. Mr. [redacted] called Viasat on April 30, 2018 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. [redacted]’ account from collections with the balance due waived in full. This action has been requested as of May 1, 2018. Mr. [redacted] should be informed that it may take the collections agency 30 days for them to update their records.
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. [redacted] purchases ViaSat’s Internet service on a wholesale basis and resells it to customers under the [redacted] brand.  [redacted] manages all customer functions of this...

process including sales, technical service, customer service and invoicing.  As a result, we do not have access to Mr. [redacted]’s account history.      In order to expedite a response to Mr. [redacted], we have forwarded his complaint to our contact at [redacted]. Thank you for allowing ViaSat 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.
The Customer Agreement provided to each new subscriber and signed by Mr. [redacted] on June 20, 2014 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.
Mr. [redacted] contacted ViaSat's customer service department on December 12, 2015 to discuss the disconnection of his ViaSat account. During his conversation with ViaSat's representative, Mr. [redacted] was educated on the early termination fees. As Mr. [redacted] was disputing these fees, Mr. [redacted] was advised that a supervisor would make contact with him at a later time to discuss.
On December 13, 2015 Mr. [redacted] contacted ViaSat's customer service department to again discuss the disconnection of his ViaSat account. During his conversation with ViaSat's representative Mr. [redacted] was advised that the early termination fees of approximately $90.00 were valid. Mr. [redacted] disputed these fees as he stated the landlord was unwilling to have the equipment installed at his location; however, Mr. [redacted] did have the option to have the services installed on a pole mount.
As Mr. [redacted] did have the option to have the services installed at his new location on a pole mount, ViaSat is unwilling to waive his early termination fees in full. However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment. Mr. [redacted] can call a ViaSat Customer Care Department at 1-855-463-9333 to request the disconnection of his ViaSat account with waive of half the early termination fees and to have ViaSat send another UPS box.
Thank you for the opportunity to respond.