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.
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.

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:
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

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...

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 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.

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.

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.

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]

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.

Initial Business Response /* (1000, 5, 2015/10/07) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced.
The Customer Agreement states that monthly fees are payable in advance, and 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. Customers are also made aware of this at the time of the sale. Regarding the failed payment of $133.18 that charged on October 4, 2015, this is a total for the first month of service, monthly equipment lease fees, and prorated charges based on Ms. [redacted]'s installation date. This was explained to Ms. [redacted] on October 4, 2015 during a conversation with a ViaSat representative.
We apologize for the issues Ms. [redacted] has experienced with her installation. Our records show she also advised ViaSat of this issue on October 4, 2015, at which time a complaint was escalated internally for review and resolution. Ms. [redacted] was also provided with a goodwill credit of $25.00 for any inconvenience she may have experienced. As of October 5, 2015, ViaSat's Home Service Provider (HSP) is actively looking into this matter, and should be in contact with Ms. [redacted] within a week regarding resolution.
In order to further resolve this complaint, ViaSat will waive the remainder of the balance due of $133.18 from Ms. [redacted]'s account.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for waiving the remaining balance it just did not make sense to me that I would have a bill two days after I started service and paid $100 for the installation seems like a lot

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance Policy. Each of these points is...

further addressed in ViaSat’s Customer Agreement signed by Mr. [redacted] on November 1, 2016 and also available at exede.com/legal. All ViaSat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Mr. [redacted] at the point of sale.
Mr. [redacted] was receiving ViaSat’s Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with 10 GB of monthly priority data; download speeds up to 12 Mbps; upload speeds up to 3 Mbps; and a Liberty Pass, 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.
Our records indicate Mr. [redacted] contacted ViaSat several times between November 15, 2016 and December 13, 2016 regarding his monthly priority data. Each time, Mr. [redacted] was informed of ViaSat’s Data Allowance Policy and provided with tips on how to conserve his data.
On December 19, 2016, Mr. [redacted] called to disconnect his account, advising that he felt he had not been fully informed of the service at the point of sale. At this time, the ViaSat representative escalated a request to see if Mr. [redacted]’s early termination fees could be waived before processing his disconnection request. The request for the waiver of the early termination fees was denied on December 20, 2016 as the fee was considered valid.
ViaSat charged Mr. [redacted] $346.62 in early termination fees on January 4, 2017, but the payment failed. On January 27, 2017, ViaSat received a chargeback of $73.83 from Mr. [redacted]’s financial institution for monthly service fees collected on December 4, 2016. At this time, a refund for the amount was issued to Mr. [redacted]’s payment method; however, because the charge was considered valid, it was added to the existing balance due.
Mr. [redacted]’s account was referred to outside collections on February 6, 2017 for further action on the total balance due of $420.45. Mr. [redacted] called regarding the collections balance on February 7, 2017, at which time he was reminded of his signed Customer Agreement.
As resolution to this complaint, ViaSat has escalated to have Mr. [redacted]’s account removed from outside collections as of May 8, 2017 with the balance due waived in full.
We apologize for any frustration Mr. [redacted] may have experienced. 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. At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service commitment, and the early termination fees. Each of these...

points are also addressed in the customer agreement signed by Mr. [redacted] on February 4, 2017 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. ViaSat understands that the service is not meeting Mr. [redacted]’s needs or expectations and he wishes to disconnect the account. In order to arrive at a resolution and due to the length of time the service has been active ViaSat is willing to waive the early termination fees should Mr. [redacted] wish to disconnect. Mr. [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion surrounding this situation.
Upon receipt of this complaint ViaSat attempted to locate Mr. [redacted] account; however, we were unsuccessful at doing so. If Mr. [redacted] could provide the name as...

listed on the account, the account number, and/or phone number as listed on the account, ViaSat will be able to better assist in getting this resolved.
Thank You!

(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.The Customer Agreement, signed by Ms. [redacted] on June 21, 2017 and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-free. Service may be interrupted from...

time to time for various reasons, including inclement weather at a customer’s home or their service gateway.The Customer Agreement provided to each new customer, 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.On July 25, 2017, Mr. [redacted] contacted Viasat to request a disconnection of her services. She stated that she had already gone to another provider, and would not allow Viasat the opportunity to troubleshoot her service, as required per the Customer Agreement before early termination fee waivers will be considered. The Viasat representative assisting her advised that the early termination fees would be valid in this case. Ms. [redacted] requested a supervisor. Unfortunately all supervisors were assisting other customers, so Ms. [redacted] accepted a call back, which occurred on July 29, 2017. There were difficulties with the call, so the supervisor contacted Ms. [redacted] again and received voicemail. On July 29, 2017, Ms. [redacted] contacted Viasat to again request a disconnection of her services and a waiver of her early termination fees. The Viasat representative who was assisting her advised that they could open a request, but due to the circumstances it would likely be denied. Ms. [redacted] then stated that she would not pay the early termination fees, but wanted to continue with her disconnection. The disconnection was successfully processed that day.As the Viasat representative had advised, the request to waive early termination fees was denied, and Ms. [redacted] was billed $328.55 on August 24, 2017. Viasat was unsuccessful in taking a payment, and the balance remained on her account as a past due amount. On August 28, 2017, Ms. [redacted] contacted Viasat in order to request a lease equipment recovery service call for assistance in removing the satellite receiver from her roof. The service call was created successfully. On August 31. 2017, Ms. [redacted] contacted Viasat several times in order to file a complaint against the technician assigned to her service call. She stated that the technician was sending her text messages that made her feel uncomfortable, and that he came earlier than Ms. [redacted] believed her service call to be scheduled. She was advised that a technician complaint would be filed, which was completed that day. We apologize for any inconvenience this experience may have caused Ms. [redacted].On September 24, 2017, Viasat’s systems had not recorded the return of Ms. [redacted] equipment, as required per the Customer Agreement. As such, an additional fee of $321.18 was added to Ms. [redacted] past due balance, bringing the total to $649.73. As Ms. [redacted] had requested a stop date on her payment method, no balance was charged, and it remained on Ms. [redacted] account as a past due amount. On October 11, 2017, Ms. [redacted] contacted Viasat in order to request a new return kit. She was advised that once the equipment was returned, the unreturned equipment fees would be waived, however that the fees for early termination would be valid. A new return kit was ordered to the service address on file. We apologize if Ms. [redacted] did not receive this return kit.There was no further contact on Ms. [redacted] account until February 6, 2018. Ms. [redacted] called in to request what could be done for the past due balance on the account. Ms. [redacted] was advised that if she returned the equipment, the unreturned equipment fees could be waived, but the early termination fees would be valid. Ms. [redacted] stated that she had never received the return labels, and the Viasat representative assisting her requested a new kit to be delivered. Ms. [redacted] requested this again on February 23, 2018, and again a new kit was requested. We apologize for any inconvenience this may have caused Ms. [redacted]. In light of Ms. [redacted] complaint, Viasat has escalated a new request for a return kit to be shipped to the following address: [redacted] 
[redacted]In addition, Viasat will agree to waive half of the early termination fee balance (164.28) in good faith for the inconvenience that Ms. [redacted] has experienced with Viasat’s authorized contractors. Viasat will not agree to waive the past due balance for the unreturned equipment until Ms. [redacted] equipment has been returned. 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.

Complaint: [redacted]
I am rejecting this response because:Like I mentioned before, the company did not have my email so therefore I did not see nor read the contract they keep mentioning. When I called the company the agent kept asking for it because it was not on file. I want my refund, not just the disconnection. Even if you ask the technician, the signal was horrible and I had no internet connection. I still want my refund. 
Sincerely,
[redacted]

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.