ViaSat, Inc.

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Our records show Ms. [redacted] purchased ViaSat’s WildBlue Value service plan on April 22, 2010. The data usage on ViaSat’s WildBlue service plans are...

measured over a rolling 30 day period, meaning that full service is restored to customers when their data usage from the prior 30 days falls below 70% for both their download and upload usage thresholds.  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 and it is also available at [redacted].  Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage.  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.  Programs that are running in the background, the router, and day-to-day activity can also affect speeds. 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. Currently, Ms. [redacted] has used 7.521 GB of her download usage and 0.143 GB of her upload usage. On November 2, 2016, Ms. [redacted] was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offer. We apologize for any frustration Ms. [redacted] may have experienced. Should Ms. [redacted] need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####. Thank you for 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.

Complaint: [redacted]
I am rejecting this response because there was no miscommunication. I was not told this was a promo at any time.  I was not given a signed receipt, nor could Viasat provide me with one, nor the name of the company or  person or persons who were here. I would not have accepted the offer. I would have kept what I had. As I explained, I wanted to stream TV. I had called several times before my last call on April 26.  And yes, the representative did offer me to change my plan and I did initially agree and changed my mind and wanted to speak to a supervisor and was told that they would not speak to me and I insisted and was probably just put on hold. My plan was indeed changed without my explicit permission. When I said "No, I changed my mind" that meant NO! My phone records indicate the total time on the call was 37 minutes. Aren't these calls recorded? Did anyone listen?
Sincerely,
Ann Rodriguez

Thank you for bringing Mr. [redacted] complaint to our attention.   The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on January 24, 2018, 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.   Mr. [redacted]‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to 12 Mbps download and 3Mbps uploads.  Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets.  When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet.  Customers are told this information at the time of sale and it is incorporated into the Customer Agreement.   Our records show that Mr. [redacted] contacted Viasat on December 25, 2018 stating that he was unable to use his services due to going over his data allowance. Mr. [redacted] asked when his contract expired, and the Viasat representative advised Mr. [redacted] that his contract expires on September 20, 2018 and that if he decides to disconnect his service his early termination fees would be approximately $135.00. Mr. [redacted] chose at that time not to disconnect his services, but stated that he might in the future.   Mr. [redacted] contactedViasat a second time on December 25, 2018 and requested to transition his package from the Liberty 10 GB plan to the Liberty 12 GB with Free Zone add-on to provide him with more data. After the package transition, Mr. [redacted] stated that he was still experiencing slow speeds. The Viasat representative advised Mr. [redacted] to powercycle his modem and if his speeds were still slow after that, he would need to contact Viasat’s Technical Support team during regular business hours.   No further contact was received from Mr. [redacted] until he contacted Viasat on March 20, 2018 requesting to disconnect his Viasat services. Mr. [redacted] requested a copy of his contract as well; the Viasat representative advised Mr. [redacted] that because his account was still currently active, they would not be able to send him a copy of his contract as he had access to the contract on his customer portal. The Viasat representative read Mr. [redacted] disconnection disclosures including information about early termination fees, and successfully processed the disconnection of service. As of March 23, 2018, that request has not been completed. We apologize for any inconvenience this may have caused Mr. [redacted]. As a resolution to this complaint, Viasat has agreed to waive Mr. [redacted] early termination fees and will have a refund check for $20.74 sent to Mr. [redacted] address on file. If Mr. [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.   Thank you for the opportunity to respond.

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.

[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 [redacted] complaint to ViaSat’s attention. We apologize for any issues she may have experienced.   The Customer Agreement signed by [redacted] on December 7, 2015 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.  Additionally, the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s services.   Our records show that ViaSat attempted to collect [redacted] monthly bill on May 28, 2016; however, this payment was unsuccessful.  Therefore, on June 8, 2016, ViaSat suspended [redacted] ViaSat account due to nonpayment.   On June 28, 2016, ViaSat charged [redacted] an additional $86.76 in monthly services, bringing her total balance due to $173.53. [redacted] contacted ViaSat the same day regarding the suspension of her ViaSat account until June 28, 2016, at which time she made a one-time payment of $86.76 and updated her payment method. ViaSat collected a second payment of $86.77 from [redacted] on June 30, 2016, bringing her account balance to zero.   On June 30, 2016, ViaSat received a call from [redacted] for the second payment of $86.77. During her conversation with the ViaSat representative, [redacted] was advised that at the time of her June 28, 2016 payment, she’d had a past due balance of $173.53 for the May and June monthly bills.   [redacted] informed the representative that she did not believe she owed the additional payment of $86.77 as her account had been suspended when the June 28, 2016 monthly service fee had billed.   In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agreed to refund [redacted] the charge of $86.77 collected on June 30, 2016. This refund was submitted on July 14, 2016, and should be received by her within three to five business days. However, on July 18, 2016 ViaSat received a chargeback from [redacted] bank leaving an outstanding balance of $86.77 due to the duplicate refunds she received.   Due to this, [redacted] may contact ViaSat’s 24-Hour Customer Service department at 1-855-463-9333 and make a onetime payment.    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. I will agree to the initial $99 installation fee since the early termination fee is waived in its entirety. I will also return the specified equipment to the business.
Sincerely,
[redacted]

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 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.

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, 2015/08/28) */
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.

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.
 Thank you for resolving this issue. It has been a long, drawn out issue that I'm glad to see come to a close. As stated before, if I was ever at fault, I would've done my part to make it right. But I couldn't ever find the evidence to prove I was at fault. I appreciate Viasat coming to an agreement to remove the charges as well as my account, and is now going to work things out directly with my institution. It is definitely a weight lifted. If my Bank is at fault, I hope it gets addressed and made right.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] 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 agreement and the early termination fees. Each of these...

points are also addressed in the customer agreement signed by Mr. [redacted] on May 4, 2016 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. At the time of sale customers are made aware that service speeds vary and are not guaranteed.  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. During "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s network. ViaSat tends to have more customers utilizing the network during peak times which are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area.  Customers are also advised that use of multiple devices with our service may result in slower speeds. In order to arrive at a resolution ViaSat is willing to waive the early termination fees due to the length of service. Mr. [redacted] can call customer service at 866-945-3258 and reference ticket number [redacted] to have the account disconnected. At this time the disclosures will be read and Mr. [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by UPS at the time of disconnection. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Mr. [redacted] complaint to our attention.Our records show Mr. [redacted] is currently receiving Viasat’s Unlimited Data Gold 50 service plan at $150 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee....

The Unlimited Data Gold 50 service plan provides unlimited data usage at regular speeds up to 50 Mbps. The service is optimized for streaming at HD quality or 720p.Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 100 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 100 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.The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on March 23, 2018, 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.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 that speeds may vary and are not guaranteed.On March 25, 2018, two days after Mr. [redacted] installation, Viasat received contact that Mr. [redacted] was receiving slow speeds with his Viasat service plan, and would like to disconnect his service. A Viasat representative offered to troubleshoot Mr. [redacted] service for any problems and also offered Mr. [redacted] a $10 recurring credit for 12 months. Ms. [redacted] declined both offers and requested to process his disconnection for April 20, 2018. The request was successfully submitted.In light of this complaint, Viasat has reviewed Mr. [redacted] service for any issues, and determined that there may be an issue with his system. Viasat would like to offer Mr. [redacted] a free service call for a technician to inspect his equipment for default. Viasat requests that Mr. [redacted] does not disconnect his service until Viasat has had the opportunity to resolve any issues. At this time, Viasat does not agree to waive Mr. [redacted] early termination fees. In an offer of good faith, Viasat will place a one-time credit of $50 onto Mr. [redacted] account for the service issues that he has been experiencing. To schedule the free service call, or if he has any further questions or concerns, Mr. [redacted] may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.  Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/18) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. ViaSat shows that there have been some issues with the upgrading and downgrading of the service which has caused an...

issue with the data usage and the resets. Currently we show Mr. [redacted] on the 10 GB plan and that the usage has been used in full due to a 35GB upload on the account. Mr. [redacted] will want to check all devices that are being used and to make sure the router has a security password ** ViaSat is showing a lot of uploading occurring on the account. ViaSat does not recommend using the service for VPN (Virtual Private Networks) and this is discussed at the point of sale along with the Data Allowance Policy. In order to arrive at a resolution ViaSat has issues a refund of $80.00 back to Mr. [redacted] today September 18, 2015 and he will see that within 3-5 business days, along with that ViaSat has placed a request to have the usage reset back to 0 out of the 10GB for Mr. [redacted] which will happen today. Mr. [redacted] will want to monitor his usage using the myexede site. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Sir or Ma'am:
Please know that I do not use VPN (Virtual Private Networks), but they are good for security and are not an influencer of usage.
If somebody can provide me more information on the "35GB upload" it will assist me in trouble shooting. Was the 35GB to one location, multiple, or what? Perhaps you can give me a point of contact at ViaSat to assist me. I asked the help desk staff, but they barely have the ability to enter and configure the satellite modem. Maybe there is a Tier II help desk.
The router has a complex, sixteen character password.
Thank-you,
[redacted]

Revdex.com:
The credit has been made to my account as of this morning.  I would suggest that in the future this company is VERY clear about who they are (by giving the customer their name) and being VERY clear regarding what they provide.  It took some research for me to find that they provided satellite internet to people who live in more remote places or have connection issues.  We are in a major metro area (Milwaukee) and have no issues finding a good internet provider via traditional methods.  I am happy that the money piece was resolved but the disingenuous nature of this whole process needs to be addressed by Viasat and Exede otherwise this company will not be in business very long.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm talking about the deposit I gave them of $60.92, that they took twice and only refunded 1. Waiting on bank statement. I already talked to them in which how ik it was taken twice. So where's my 11st deposit if 1 was paid back?
Sincerely,
[redacted]

Thank you for bringing Ms. [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 Ms. [redacted] on December 16, 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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. In July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat's Exede network. ViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net. While Ms. [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above.
Currently, Ms. [redacted] has used 40.2 GB's of the 18GB's of her purchased plan. ViaSat understands that our services are not meeting Ms. [redacted]'s needs and as a gesture of good faith ViaSat will agree to disconnect the account with waiver of the applicable early termination fees. However, Ms. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after her 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 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. Ms. [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] to have her ViaSat account disconnected with the early termination fees waived.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’ complaint to our attention.The Customer Agreement signed by Ms. [redacted] on January 19, 2015 states that monthly service and lease fees are payable in advance.  Customers are also made aware of this at the time of the sale.  On December 20, 2017,...

Ms. [redacted]’s Viasat bill generated and was paid in the amount of $60.59. On December 29, 2017, Ms. [redacted] contacted Viasat in order to request a disconnection of her services as she had moved her services to another company. Ms. [redacted] was read disconnection disclosures, one of which reads the following:“Viasat may charge your payment method on file for any unpaid charges incurred during your current monthly billing cycle. Viasat will not provide a pro-rated refund for any prepaid fees regardless of when your service is terminated.”Ms. [redacted] elected to proceed with the disconnection, and requested a supervisory Viasat representative in regards to her refund. No supervisors were available at the time, and the Viasat representative assisting Ms. [redacted] offered a supervisor callback, which Ms. [redacted] accepted.On January 4, 2018, Viasat contacted Ms. [redacted] and correctly advised that the charges that had occurred were valid charges and that Viasat does not provided prorated refunds. As a gesture of goodwill for the amount of time Ms. [redacted] has been with Viasat, Viasat has provided Ms. [redacted] with a prorated refund for her services in the amount of $43.28. This has been processed as of February 1, 2018, and Ms. [redacted] should see the funds returned to her in the next three to five business days. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.