ViaSat, Inc.

Thank you for bringing Ms. [redacted] complaint to our attention.The Customer Agreement, signed by [redacted] on December 16, 2017, advises that Viasat will not provide a pro-rated refund for any prepaid fees regardless of when the service is terminated. The Customer Agreement also 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 show Ms. [redacted] ordered service through DirecTV, an authorized seller of Viasat, on December 12th, 2017, at which time she elected the Liberty 12 - Boost 25 + Free Zone plan.  The DirecTV sales agent was required to make Ms. [redacted] aware of these points. We apologize these points were not clearly communicated to Ms. [redacted] at the point of sale.Ms. [redacted] contacted Viasat on December 29, 2018 for help with a connectivity issue. The Viasat guided Ms. [redacted] through troubleshooting, after which she was able to connect; however, Ms. [redacted] advised that the speeds were slow. The Viasat representative escalated the issue to a Technical Escalations representative who assisted with troubleshooting her home network, but the use of a VPN made it necessary to have Ms. [redacted] contact her personal technician.  Ms. [redacted] contacted Viasat on March 28, 2018 to disconnect her service. The Viasat representative informed Ms. [redacted] of the disconnection disclosures, including the early termination fees, and processed her request.  In resolution to this complaint, Viasat has waived the early termination fees from Mr. [redacted] account as of April 18, 2018. Viasat has also provided a $69.99 refund for monthly service to Ms. [redacted] payment method on file.  Ms. [redacted] should be advised that it make take three to five business days for her to see it deposited into her account.  Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s rebuttal to our attention.
The Lease Addendum of the Customer Agreement, signed by Ms. [redacted] on May 30, 2014, states, “If ViaSat does not receive the modem and transceiver within 30 days after the termination of your Internet Service or if the modem and/or transceiver are damaged when they are returned to ViaSat, you agree to pay ViaSat the sum of $150 for each unreturned or damaged modem and $150 for each unreturned or damaged transceiver.”
Customers are advised that they will need to return the modem and transceiver when they choose to disconnect their service. Our records show Ms. [redacted] was accurately advised of this when she called to terminate service on February 24, 2016.
The Lease Addendum also advises that customers may make arrangements with ViaSat to de-install the modem and transceiver at the standard service call rate of $95.00. Ms. [redacted] was informed of this when she called about the collections balance on April 28, 2016.
Due to an error, the UPS box with free return shipping label was not delivered to Ms. [redacted] until March 31, 2016. Because she had not returned the modem and transceiver within the aforementioned 30 day timeframe, and because ViaSat does not provide extensions for the return of the equipment, her account was automatically charged $316.50 in unreturned equipment fees on April 1, 2016; however, the payment failed.
On April 18, 2016, Ms. [redacted]’s account was sent to outside collections for the balance due of $316.50. At this time, ViaSat still had not received either Ms. [redacted]’s modem or transceiver.
ViaSat’s modem was returned on April 30, 2016. In response to this information and to Ms. [redacted]’s initial Revdex.com complaint, ViaSat waived $158.25 from the collections balance on May 2, 2016.
Once again, as Ms. [redacted] has failed to return ViaSat’s transceiver, we do not agree to waive the remaining balance due of $158.25 from collections. If Ms. [redacted] requires a service call for assistance in removing the transceiver, it will be associated with a $95.00 charge and she will need to be present for the service call. Ms. [redacted] will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this piece. She may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label.
Thank you for the opportunity to respond.

Complaint: [redacted]
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 24 Month Contract = almost $2000 , 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 fee. So 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 door. So I expect a solution as explained in my first message which is fair and stated below. 1. finish our previous agreement.2. waive the early termination fees from our previous contract. I 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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The complaint was not about the amount of money, As I wrote. The complaint was about the lack of information, and no final document, closing the account.  I wish that the respondent had read my complaint.
Sincerely,
[redacted]

Initial Business Response /* (1000, 4, 2015/12/04) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.
The Customer Agreement signed by Ms. [redacted] on August 21, 2015 states that monthly fees are payable in advance. Customers...

are also made aware of this at the time of the sale. The Customer Agreement also 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.
On August 24, 2015, ViaSat charged Ms. [redacted] $125.41 for her first month of service, plus prorated fees associated with her installation date, but the payment failed. ViaSat was able to successfully collect this payment on August 25, 2015.
On August 26, 2015, Ms. [redacted] called ViaSat requesting to disconnect due to a connectivity issue she was experiencing. Ms. [redacted] also advised that she hadn't been aware of the advanced billing. During this conversation, the ViaSat representative explained ViaSat's billing process to Ms. [redacted], and offered her a refund and troubleshooting for her connectivity issues. Ms. [redacted] accepted the offers; however, before she could be transferred over to ViaSat's Technical Support Department, the call dropped. We apologize for any frustration this may have caused Ms. [redacted] to experience. A refund of $125.41 was electronically issued to her payment method on August 26, 2015.
ViaSat did not receive another call from Ms. [redacted] until September 23, 2015 when she called to report a speed concern. During this conversation, Ms. [redacted] expressed a desire to disconnect her account, but accepted a retention offer of 50% off her bill per month for the following three months. The ViaSat representative also offered to troubleshoot with Ms. [redacted], but she was not at home to do so. Ms. [redacted] was advised to power-cycle her equipment when she got home. Ms. [redacted] also requested that the Exede Voice service be removed from her account as she had been unable to use it. Unfortunately, the Exede Voice service was not removed from Ms. [redacted]'s account at this time. We apologize for any frustration this may have caused her to experience.
Our records show Ms. [redacted] did, in fact, receive the promised $40.00 credit on her account between September 24, 2015 and November 24, 2015. Additionally, we show that Ms. [redacted] received a second $40.00 credit on her October 24, 2015 bill. Copies of these invoices have been included with this response. We have also sent physical copies to Ms. [redacted]'s home address for her review and records.
On December 1, 2015, Ms. [redacted] called ViaSat because she believed she was not receiving the monthly $40.00 credit on her account. The ViaSat representative reviewed Ms. [redacted]'s billing, and incorrectly advised her that the only month she had not received the credit in was November. During this conversation, Ms. [redacted] also mentioned that her Voice services were still active when they should have been disconnected. At this time, the ViaSat representative removed the Voice product from Ms. [redacted]'s account with the Voice disconnection fees waived, and escalated a refund for the $19.99 payments she'd made for the service since September. Two refunds (one of $19.99 and another of $39.98) for three months of Voice service was electronically issued to Ms. [redacted]'s payment method on December 3, 2015. It can take 3-5 business days for these amounts to be deposited into her account.
Due to multiple tickets being placed onto Ms. [redacted]'s account for the same refund request, Ms. [redacted] was erroneously advised on December 3, 2015 that the refund request had been rejected. We apologize for any confusion this may have caused Ms. [redacted] to experience.
As of December 4, 2015, Ms. [redacted] has received a total of $160.00 in credits from ViaSat, as well as refunds totaling $185.38.
As ViaSat has resolved Ms. [redacted]'s billing issues, we do not agree to waive any portion of her Exede Internet early termination fees if she chooses to move forward with the termination of her account. If Ms. [redacted] is experiencing an issue with her internet services, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Some of the response from Viasat has been fabricated and I am shocked.
The first payment of $125.xx was charged to my account within the week of installation - which I was not told would happen. I called and had it refunded and was given a free month. Also, I never signed a contract with the company. The first customer service rep who told me I did, informed me that I did so online, which was a bald-faced lie, as prior to my connecting with this service, I had no internet access. I was then informed by another that I had signed it upon installation, which also was untrue, as the installer never had me sign anything.
I was charged $77 September 24th, should have been half. I was charged $37 Oct 24th, which was correct. I was charged $77 again Nov 24th. So twice I was charged an extra $40 that supposedly was turned into a credit on my account. If I had a $40 credit from September, it should have been applied to Oct, basically rendering a "free" month. But that's not the case. It was kept, I was charged 50% and then charged a full month with a fake $40 credit again.
Since I filed my complaint, I have received ONE $19.99 credit, instead of the THREE that is owed to me, and ONE $34 credit, instead of the TWO $40 owed to me.
The "$160" in credits is an erroneous statement, as I was told I had TWO $40 credits. These credits, as far as I'm concerned do not exist, or they would have been applied to my bill. That $160 is what is owed to me, and needs to be returned to the bank account it was taken from.
Again, I want all the money that was taken from my bank account and "credited" to my account BACK where it was taken from; MY BANK ACCOUNT. These credits, need to be returned to my bank account.
And since there was no contract signed, releasing me from the contract should be no problem. I want NOTHING to do with Viasat ever again. I don't want their equipment on my house, I don't want my money going to them. I want OUT. I have not had a single pleasurable experience with the service and least of all the "customer service". Please, for the love of all that is good, let me out of the contract that does not exist and DO NOT charge me ETFs! Why would you force someone to be miserable with your lackluster services? I've had nothing but problems from the start!
Final Business Response /* (4000, 9, 2015/12/09) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
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 Ms. Lewis's electronic signature on the Customer Agreement dated April 6, 2013. We apologize for any misunderstanding regarding the electronic signature process. Once again, a physical copy of her electronically signed Customer Agreement has been sent to her as of December 4, 2015.
Ms. [redacted] was not charged an additional $40.00 on her November bill. As previously stated, the reason for the discrepancy between her October and November bills was due to the fact that she received two $40.00 credits in October. Ms. [redacted] still received a $40.00 credit in November. Copies of her invoices from September-November have also been sent to her as of December 4, 2015 for her review and records.
Our records also indicate Ms. [redacted] has, in fact, received two refunds as of December 3, 2015. The first was in the amount of $19.99 for one month of Voice service. The second was in the amount of $39.98 for two months of Voice service. Once again, it can take 3-5 business days for refunds to be deposited into an account. If, after this timeframe, Ms. [redacted] does not see these refunds, we encourage her to speak with her financial institution. Ms. [redacted] can also provide ViaSat with a copy of her rolling 30-day bank statement showing that the refund was not deposited once the 3-5 business day timeframe has expired. This documentation [redacted] be faxed to XXX-XXX-XXXX, or emailed to [redacted]@viasat.com.
Per ViaSat's records as of December 9, 2015, all promised credits and refunds have been provided to Ms. [redacted] accordingly.
Once again, ViaSat does not agree to waive any portion of the early termination fees associated with Ms. [redacted]'s Exede Internet service if she chooses to disconnect her service.
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]

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]
yes we will accept the agreement of 102 dollars but they will need to send a tech to climb to roof the get there equipment I do not have a ladder to get it off

Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
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 Ms. [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 Ms. [redacted], the account holder, on June 26, 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. 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.
Ms. [redacted] contacted ViaSat's customer service department on October 10, 2015 to request the disconnection of her ViaSat account. However, during her conversation with ViaSat's representative, the call ended before the disconnection could occur to phone issues. Ms. [redacted] did not make contact with ViaSat again until December 4, 2015 to request the disconnection of her account. Due to this ViaSat continued to attempt to bill Ms. [redacted] her monthly service plan charges.
In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to waive the past due balance of $121.16 for the October and November monthly service charges. However, Ms. [redacted] is responsible for the $208.45 for the early termination fees as she never made ViaSat aware of any issues she was experiencing with her service and per the Customer Agreement. A credit has been applied to Ms. [redacted] account for the $121.16, and she may contact ViaSat's customer service department at 855-463-9333 to resolve the balance owed of $208.45.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/19) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any frustration he [redacted] have experienced.
Our records show Mr. [redacted] ordered service through ViaSat's Sales Department on November 27, 2012. The services were...

installed at 100 Windy Ridge Lane Troy, MO XXXXX-XXXX on November 29, 2012.
ViaSat was not made aware of any potential damage to Mr. [redacted]' gutters until November 10, 2014, nearly two years after his installation. At this time, the ViaSat representative escalated Mr. [redacted]' damage complaint internally for resolution. Between November 10, 2014 and December 16, 2014, ViaSat attempted to contact Mr. [redacted] six times to resolve his damage complaint with no response from Mr. [redacted].
In order to resolve this complaint, ViaSat has escalated Mr. [redacted]' damage complaint internally for another review. Mr. [redacted] will be contacted by a member of ViaSat's Home Service Provider (HSP), who will work directly with Mr. [redacted] for resolution to his concern.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:I think the resolution agreed by Viasat does not meet my expectations. I still do not understand why a customer with a new and unknown service, does not have a minimum period of time to decide whether to stay with a service or to give up freely without such a high cost. I was never informed at the time of the sale the minimum commitment of Service for 24 months, nor of the rates of early cancellation, everything was said to me at the moment of requesting the cancellation. I tried to improve the service and the solution was to go to the Free Zone schedule from 12 at night to 5 in the morning. Impossible solution for normal people who study and work throughout the day like my family and me. An Internet company that provides an excellent service and knows, does not have any problem for their customers to try their product because they know that they will stay with the service, but a company that does not guarantee the best and knows that the customer is going to have complaints, can not give any trial period, would be absurd, the company would not exist, would go bankrupt, so go to the drastic measure of all or nothing with no time to try and decide. I insist that this is a great abuse on the part of Viasat because the safe dissatisfaction with the service would have a high cost, either monetary, or the maintenance of a service that does not satisfy the customer for 24 long months (2 years).
Sincerely,
[redacted]

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. We received the return boxes yesterday and will be shipping everything back today. 
Sincerely,
[redacted]

Thank you for bringing Mrs. [redacted] complaint to ViaSat attention. We apologize for any confusion she might have experienced. At the time of sale Customers are made aware of ViaSat’s 24-month minimum service term commitment and if service is canceled prior to the minimum service term, early...

termination fees will apply.  They are also informed that speeds may vary and are not guaranteed.  Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on April 30, 2015 and available at exede.com/legal.  We apologize if Mrs. [redacted] feels these points were not communicated to her satisfaction. 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. Since installation, Mrs. [redacted] has contacted ViaSat on twelve separate occasions regarding the connectivity of her account.  Each time, Mrs. [redacted] was advised that her services appeared to be working properly and was advised that it appeared to be an issue with her router. Nevertheless, on November 20, 2015 ViaSat sent a technician to Mrs. [redacted]’ location. This service call was completed and Mrs. [redacted] account passed all troubleshooting steps. On April 10, 2016 Mrs. [redacted] contacted ViaSat to discuss the connection of her ViaSat account. During her conversation with the representative, Mrs. [redacted] was advised that her router was set to bridge mode and once reset to home network her services appeared to be restored. Given this information, ViaSat believes that Mrs. [redacted]’ issues with her services are directly related to the router in place. In response to this complaint, ViaSat agrees to disconnect Mrs. [redacted] account with her early termination fees waived in full. If she wants to move forward with the disconnection of her account, please have Mrs. [redacted] may contact ViaSat’s 24-hour Customer Service number at 1- 855-463-9333 and reference ticket [redacted]. However, Mrs. [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. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any frustration this situation may have caused him to experience.
Section 4.3 of the Customer Agreement signed by Mr. [redacted] on April 13, 2013 (also available at...

exede.com/legal) states, "ViaSat will not provide a pro-rata refund for any pre-paid fees regardless of when your service is terminated." Customers are advised of this when they elect to disconnect their account.
Our records show ViaSat collected a payment of $60.83 for monthly service from Mr. [redacted] on August 16, 2015. Mr. [redacted] called in the next day, August 17, 2015 to disconnect his account, at which time he was reminded of the information as stated above. Upon Mr. [redacted]' request, the ViaSat representative escalated a refund request for the amount, but advised him that there was no guarantee it would be approved. The refund request was rejected on August 23, 2015 for being invalid.
On August 21, 2015, Mr. [redacted] called in to ask if his service could be reconnected for the month of service he'd paid. At this time, the ViaSat representative explained to Mr. [redacted] that reestablishing service required customers to agree to a new 24-month minimum service term, per ViaSat's policy, and that it was not possible for his account to be reestablished for just a month of service.
In order to come to a resolution to this complaint, ViaSat will agree to refund the payment of $60.83 to Mr. [redacted]. This refund has been issued to this payment method as of August 25, 2015, and will take approximately 3-5 business days from the issue date to be deposited into his account.
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. Our records show that Mr. [redacted] is receiving ViaSat’s Exede 12 - 10 GB service plan at $49.99 a month, ViaSat’s Easy Care plan for $5.99 a month plus applicable taxes and a...

$9.99 monthly equipment lease fee. This service plan provides 10 GB of monthly Priority Data allowance for use at regular download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. It is our goal to provide Mr. [redacted] with the best internet experience possible. However, 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 use of virtual private networks, the router and the activities a customer engages in on the internet. Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary. This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.      ViaSat has sent two service calls to Mr. [redacted]’s house in the past few weeks, once replacing the modem and the second time replacing the tria. It has been documented by the technician that Mr. [redacted] is receiving up to 19 mbps during the day but drops significantly during our peak times. There is no equipment issue and this is due to congestion on the beam during those times which is documented in the customer agreement. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. ViaSat will agree to place $10 off for 12 months to the account as a resolution. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on October 20, 2012, advises that customers are responsible for returning ViaSat’s modem and transceiver within 30 days...

after disconnection. Failure to do so will result in 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. This equipment return kit is delivered to the shipping address on file, or an alternate address at the request of the customer.
Our records show Mr. [redacted] called ViaSat on October 15, 2016 to disconnect his account because he was moving, at which time he was reminded of the equipment return requirements. Per Mr. [redacted] request, his shipping address was updated so the equipment could be sent to a different location; however, review of his account shows that the address field was input incorrectly, causing the shipment to be returned to sender. We apologize for any frustration this may have caused Mr. [redacted] to experience.
On November 16, 2016, ViaSat received notice that Mr. [redacted] equipment had not been returned; subsequently, ViaSat collected a payment of $308.70 in unreturned equipment fees from Mr. [redacted] on November 24, 2016. Mr. [redacted] contacted ViaSat on November 28, 2016 regarding the charge, at which time he advised he had not received the original equipment return kit. During this conversation, the ViaSat representative updated Mr. [redacted] shipping address and escalated a request to have a second box sent to him. Mr. [redacted] was advised that he would be refunded for the unreturned equipment fees upon the return of the equipment. Prior to this interaction, ViaSat had not received any contact from Mr. [redacted] advising that he had not received this shipment.
On November 29, 2016, ViaSat received an email from Mr. [redacted] regarding the unreturned equipment fee. In response, a member of ViaSat’s Corporate Resolution Team (CRT) reached out to Mr. [redacted] to discuss his concerns. During this conversation, Mr. [redacted] requested that a technician go out to his new location to retrieve the equipment, at which time he was correctly informed that a technician could be sent out, but that they would only uninstall the transceiver from the satellite dish Mr. [redacted] had taken with him. It was also explained to Mr. [redacted] that he would still be responsible for returning the equipment via the UPS box; however, as a gesture of goodwill, the CRT representative ordered a free service call for Mr. [redacted]. At this time, the CRT representative determined that there was an issue with the shipping address associated with the second equipment return kit, and escalated a request to have it updated.
As resolution to this complaint ViaSat will refund Mr. [redacted] the unreturned equipment fees of $308.70 in full. Mr. [redacted] is still responsible for returning ViaSat’s modem and transceiver via the UPS being delivered to him.
Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/03) */
Thank you for bringing Ms. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
Ms. [redacted] called ViaSat on January 7, 2015 to disconnect her account. The Customer Agreement...

signed by Ms. [redacted] 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. During her conversation with ViaSat's Customer Service Representative, Ms. [redacted] was advised that a 30 day trial period is not offered, and the charges pending would stand.
On March 11, 2015 ViaSat did attempt to reach out to Ms. [redacted] as she had a past due balance, and her ViaSat account had been suspended. However, Ms. [redacted] was unavailable, and a voice message was left for her. ViaSat did not receive contact from Ms. [redacted] until March 18, 2015. During this conversation, Mr. [redacted] was once again advised that ViaSat does not offer a 30 day trial period and that should she wish to disconnect her account she would be responsible for any applicable Early Termination Fees.
As a gesture of good faith, ViaSat will agree to waive the past due balance for the Early Termination Fees of $237.76. Furthermore, ViaSat will waive the $49.99 activation fee, and $60.73 for her January monthly bill. However, Ms. [redacted] is responsible for the $66.80 ViaSat failed to collect for her December monthly bill. Ms. [redacted] may contact ViaSat at [redacted] and make a payment for the $66.80.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted ViaSat ([redacted]) direct on June 4, 2015 and have been advised that ViaSat will agree to remove any and all charges. Further, ViaSat will contact the collection agency to remove this account and there will be no further collection attempts against me. Provided ViaSat responds and acknowledges this settlement I will consider the matter resolved.
Final Business Response /* (4000, 9, 2015/06/08) */
As stated by Ms. [redacted], ViaSat has agreed to remove the entire balance from the collections process. Given this information, ViaSat believes this complaint has been resolved. Thank You!

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 advised 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 Mr. [redacted] on January 12, 2016 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Mr. [redacted] called on January 14, 2016 to disconnect the account as it was not going to meet his needs or expectations. In order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of service. Mr. [redacted] will be responsible for using the return label and box to ship back the equipment. Thank you for allowing ViaSat the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of 24 month contract and I called before the 16th of December I have made 4 calls in total so the response is not factual at all they lie and I was told there was a a charge to disconnect only when I asked to cancel records obviously are wrong and I never signed a contract and won't out it is not just speed it does not work 90% of the time so u want me to pay for a service that does not work what a ripoff company
Complaint Response Date bumped because: Holiday

Thank you for bringing Ms. [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 to you.  Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Silver 25 Mbps service plan at $100 a month, plus Viasat’s Voice service plan at $29.99 monthly, Viasat’s EasyCare program at $5.99 a month, applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan 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.The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on January 2, 2018, 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.On January 5, 2018. Ms. [redacted] contacted Viasat multiple times in regards to receiving slow speeds while watching a movie. A Viasat representative assisted her in troubleshooting her equipment, but determined the cause to be network congestion. Ms. [redacted] was advised to attempt a speed test during non-peak congestion hours and to contact back if there were any further troubles.On January 22, 2018, Ms. [redacted] contacted Viasat in relation to slow speeds. She was advised that she had used over 150 GB, and so her data usage would be prioritized as stated above. Ms. [redacted] was advised to contact again once her data reset if there were any further troubles.On March 15, 2018, Ms. [redacted] contacted Viasat in regards to slow speeds and her Viasat Voice services not working. A Viasat Voice Support representative was able to assist Ms. [redacted] in restoring her services, and offered her a $25 one-time goodwill credit, which Ms. [redacted] accepted. On April 12, 2018, Ms. [redacted] contacted Viasat with a request to disconnect her services due to her slow speeds. She requested that the disconnection take place with a waiver of early termination fees. Ms. [redacted] was advised that she was being affected by network traffic. Ms. [redacted] did not proceed with the disconnection request, and her services are still currently active. In light of this complaint, Viasat has reviewed Ms. [redacted] account for slow speeds. Ms. [redacted] has used approximately 102 GB of her unlimited data usage, with a reset date of May 4, 2018. A speed test run on April 13, 2018 reveals that Ms. [redacted] speeds are experiencing some network congestion, but are still within range of her plan.In resolution to this complaint, Viasat will agree to waive half of Ms. [redacted] early termination fees should she choose to disconnect. If Ms. [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted].Thank you for the opportunity to respond.

Thank you for bringing [redacted]’s 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 to you. ViaSat discloses at the point of sale and in its Customer Agreement, signed by [redacted] on May 22, 2017, that speeds may vary and are not guaranteed.
Our records show [redacted] called ViaSat on June 26, 2017 because he was experiencing slow speeds, at which time he was guided through troubleshooting. When [redacted]’s speeds remained slow, the ViaSat representative ran a speed test to the modem, the results of which showed that [redacted]’s modem was receiving speeds above-advertised range. During a second conversation with a ViaSat representative the same day, [redacted] indicated that he was unhappy with the speed of his service and that his monthly data usage was consumed quickly because he and his wife worked from home. The ViaSat representative offered to transition [redacted]’s account to a service plan that offered more data, which [redacted] accepted. [redacted]’s account was transitioned to ViaSat’s Liberty 25 GB + Free Zone plan.
On June 27, 2017, [redacted] called back regarding slow speeds. At this time, the ViaSat representative reviewed [redacted]’s account and informed him that his service was being impacted by high network traffic. When [redacted] disputed this reasoning, the ViaSat representative offered to guide him through troubleshooting, but [redacted] declined and requested to speak to a supervisor. During his conversation with the ViaSat supervisor, [redacted] was informed that troubleshooting would need to take place before a request for his early termination fees could be escalated. [redacted] advised he would think about it and call back.
[redacted] called ViaSat back the same day advising that he was having an issue with his wireless connection, at which time he was offered troubleshooting. [redacted] informed the ViaSat representative of his conversation with the supervisor, and he was advised that he would be contacted by a supervisor regarding the early termination fee waiver. [redacted] advised he’d disconnect the account on July 23, 2017 as he had already paid for the billing period. The ViaSat representative escalated a request for [redacted]’s early termination fees to be waived, but the request was denied because the fees were considered valid.
On June 30, 2017, a ViaSat supervisor reached out to [redacted] regarding his service, at which time [redacted] informed of his dissatisfaction with the data allowance and his wireless connection. The supervisor attempted to inform [redacted] that the issues with his wireless connection could be related to his router, but [redacted] declined to discuss. The ViaSat supervisor informed [redacted] that the request for the waiver of the early termination fees had been submitted, but that the fees were valid. The conversation ended shortly after.
As he has been actively using the service, ViaSat does not agree to issue [redacted] a refund for the paid monthly service fees. ViaSat also does not agree to waive his early termination fees in full; however, as resolution to this complaint, ViaSat will agree to waive them in half, leaving him responsible for early termination fees of approximately $172.50.
Currently, [redacted]’s account is still active. If he would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.