ViaSat, Inc.

Initial Business Response /* (1000, 5, 2015/09/28) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issue he may have experienced with ViaSat.
At the time of sale customers are informed speeds are not guaranteed and may vary. This point is also addressed...

in the Customer Agreement. 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.
Our records show Mr. [redacted] contacted ViaSat on July 23, 2015 regarding a speed and website connectivity issue. During this conversation, Mr. [redacted] was walked through advanced troubleshooting, after which his concern was resolved. Mr. [redacted] was provided with a $25.00 goodwill credit.
ViaSat did not have any further contact from Mr. [redacted] until September 21, 2015, when he called to disconnect his account. At this time, the ViaSat representative offered to troubleshoot any speed concerns he may have had and provide him with 5 GB of free additional data, but Mr. [redacted] declined and moved forward with the disconnection of his account.
The Customer Agreement states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. On September 24, 2015, ViaSat attempted to collect $329.00 in early termination fees from Mr. [redacted], but the payment failed.
As ViaSat was not made aware of any issues Mr. [redacted] may have experienced between July 24, 2015 and September 21, 2015, his early termination fees are considered valid.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
first off I never received any credit that I am aware of. as far as there test saying my issue was resolved I still could not load a web page not even there own page the tech no longer knew what to do so he considered it resolved. also I was not going to let them hack into my computer again because the first time they messed it up so bad it would not reboot. via sat over sells their service so bad that's why it slows down to a crawl . they just like to blame everything else.
I put up with there poor quality service for two months hoping it would get better. it did not. and I called in many times to complain about the service not once so now they are also liars. once they said the slow down of there service was due to kids are out of school now so more usage on the system. and I asked them "and why is that MY Problem?" every time viasat ads another subscriber everyone suffers with slower speeds. so I gave it 2 months kids back in school and guess what? still crapy internet it is so bad that I had to call Verizon and reactivate my myfi hot spot that by the way is over 10 times faster than viasats system. and they can blame my equipment all they want but it works just great with 4GLTE, not my eguipment its poor service.
viasat needs to refund everything I paid them I did not get the service I signed on for . they did not tell me I would only be able to stand using it in the middle of the night when normal people are asleep. by the way July 23rd was the day after I got their crapy system installed and after awhile of having your computer messed up to be told that the problem is resolved and you just spent an hour on the phone and still cant get a web page to load in les than 30 minutes , ya just kinda give up.
Final Business Response /* (4000, 9, 2015/10/06) */
Thank you for bringing Mr. [redacted]'s rebuttal to our attention.
Upon closer inspection of his account, it appears that Mr. [redacted] was offered the $25.00 credit, but that the ViaSat representative failed to apply it to his account. We apologize for any inconvenience this may have caused Mr. [redacted] to experience. However, as stated previously, ViaSat did not receive any interaction from Mr. [redacted] regarding any speed-related issues he may have been experiencing before or after July 23, 2015.
In order to come to a resolution regarding this complaint, ViaSat has applied a credit of $164.50 to Mr. [redacted]'s account to waive half of his early termination fees.
Thank you for the opportunity to respond.

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.

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.

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

Initial Business Response /* (1000, 5, 2015/09/17) */
Thank you for bringing Mr. [redacted]'s complaint to our attention.
ViaSat received a Revdex.com complaint from Mr. [redacted] on August 17, 2015 regarding an issue he'd experienced receiving the packaging to return ViaSat's equipment. In...

response, a member of ViaSat's Consumer Affairs Department advised Mr. [redacted] via the Revdex.com that new packaging would be sent to him for the return of the modem. It was also advised to Mr. [redacted] that as he had no access to ViaSat's transceiver, ViaSat would waive the unreturned equipment fees associated with that piece.
ViaSat's modem was returned on August 21, 2015. Unfortunately, the unreturned transceiver fee was not waived as promised; subsequently, on September 1, 2015, Mr. [redacted] was charged $157.95 in unreturned equipment fees, but the payment failed. Mr. [redacted] contacted ViaSat regarding the charge and the resolution to his initial Revdex.com complaint, at which time he was advised to email in a copy of ViaSat's resolution letter to the Corporate Office for review.
As resolution to this complaint, ViaSat has waived the balance due of $157.95 in full as of September 17, 2015. Mr. [redacted] is now at a zero balance with ViaSat. The delinquent balance was neither turned over to collections nor reported it to any credit reporting bureaus.
We apologize for any frustration Mr. [redacted] have experienced. A letter with the above-given information will be sent to him, per his request.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Meets my request

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.

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.

Thank you for bringing Mr. [redacted] complaint to our attention. We apologize for any confusion he may have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on December 20, 2014 and available at exede.com/legal, 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. ViaSat’s systems currently do not support the bill pay option through a subscriber’s bank, and only accepts payments through credit card, debit card, or electronic funds transfers.
Our records show Mr. [redacted] contacted ViaSat on January 26, 2015 because he had been charged monthly service fees of $60.77. At this time, Mr. [redacted] advised that he had not wanted the card on file charged, and would setup an online bill pay for the amount in question. A refund for the payment of $60.77 was issued to Mr. [redacted] on January 27, 2015.
Between February 24, 2015 and December 24, 2015, ViaSat successfully collected monthly service payments from Mr. [redacted] via the credit card that was on file for him.
On January 24, 2016, ViaSat attempted to collect a monthly service payment of $60.77, but the payment was failed by Mr. [redacted] financial institution because they’d been advised not to honor the payment. Mr. [redacted] called ViaSat on January 25, 2016 regarding the balance due, advising that he’d made a payment for the amount via his bank’s online bill pay. At this time, he was advised that ViaSat’s systems were not showing any payment at that time; however, the ViaSat representative also advised Mr. [redacted] that it sometimes took 24 hours for a payment to be posted in ViaSat’s systems.
As no payment was collected for the balance due, Mr. [redacted] account was subsequently suspended for nonpayment on February 4, 2016. ViaSat received a second call from Mr. [redacted] on February 13, 2016 because he was unable to connect, at which time he was reminded of the balance due. When Mr. [redacted] advised he’d made a payment through his online bill pay, the ViaSat representative accurately informed him that there was no payment showing as received for the balance in question and that ViaSat’s systems were not setup to accept payment through the bill pay option through a subscriber’s bank. Mr. [redacted] was also advised that he could either provide a copy of his bank statement showing the payment had processed through successfully; issue a chargeback through his bank; or make a minimum payment of $20.00 to have his services resumed from suspension. Mr. [redacted] requested to speak to a supervisor.
During his conversation with the ViaSat supervisor, Mr. [redacted] was informed that ViaSat had a credit card on file for the monthly service payments, and that ViaSat had no record of a payment being received for the January 24, 2016. As a courtesy, the ViaSat supervisor resumed Mr. [redacted] services, but once again reminded him that he should fax in a copy of his bank statement showing the successful payment.
The account was suspended for nonpayment once again on February 15, 2016. ViaSat received a call from Mr. [redacted] the same day because he’d faxed in copies of his bank statement; unfortunately, the Customer Advocate Team (CAT) that reviews and works customer faxes was not available at this time and Mr. [redacted] was asked to call back. Mr. [redacted] declined and requested that a supervisor call him back once CAT was available. A supervisor called Mr. [redacted] back later the same day, but there was no answer.
A CAT representative reviewed an email from Mr. [redacted] on February 22, 2016, but failed to contact Mr. [redacted] regarding their findings or escalate Mr. [redacted] issues to ViaSat’s Finance Department. We apologize for any frustration this may have caused Mr. [redacted] to experience.
On February 26, 2016, ViaSat received a check in the mail from Mr. [redacted] for the amount of $60.77. His service was resumed on February 27, 2016.
ViaSat attempted to collect a payment of $60.79 from Mr. [redacted] for his monthly service fees on March 24, 2016. Once again, the payment was failed by Mr. [redacted] financial institution because they’d been advised not to honor the payment. Subsequently, the account was suspended for nonpayment of March 29, 2016.
On April 18, 2016, Mr. [redacted] called ViaSat to have his account disconnected due to his billing issues, at which time he advised he would not pay the balance due. Mr. [redacted] account was disconnected, per his request.
We apologize for any frustration Mr. [redacted] may have experienced. In order to resolve this complaint, ViaSat will waive the balance due of $60.79 from Mr. [redacted] account, but ViaSat does not agree to issue a refund for the February 26, payment of $60.77, or waive his early termination fees of approximately $120.69.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted]’s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Our review of Ms. [redacted]’s account shows that she contacted [redacted] on January 23, 2017 to order [redacted] service bundled with ViaSat’s internet service. 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. Purchasing ViaSat’s service with [redacted] does not bundle the billing. ViaSat and [redacted] handle customer billing for their own services; therefore, Ms. [redacted] is being billed separately by ViaSat for Exede Internet service. The [redacted] sales agent was required to make Ms. [redacted] aware of these points. We apologize these points were not communicated to Ms. [redacted]’s satisfaction at the point of sale.
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. [redacted]’s electronic signature on the Customer Agreement dated January 26, 2017.
Ms. [redacted] contacted ViaSat on January 27, 2017 to request disconnection, advising that she felt she had not been fully informed at the point of sale. At this time, Ms. [redacted] was informed that she would be charged early termination fees if she chose to disconnect, per the Customer Agreement. When Ms. [redacted] advised that she had not been on site during the installation, she was advised that she had given the person on site authorization to accept the service installation and sign documents on her behalf. Ms. [redacted] was also advised that ViaSat sent confirmation emails to customers prior to the installation of the service, which advised them of details about the service, including the Customer Agreement. Ms. [redacted] requested to speak to a supervisor, at which time her call was transferred accordingly.
During her conversation with the ViaSat supervisor, Ms. [redacted] once again advised that she felt she had been not fully informed at the point of sale. At this time, the ViaSat supervisor informed Ms. [redacted] that ViaSat did not provide a grace period for the service, and that early termination fees would apply if she disconnected. Ms. [redacted] chose not to disconnect her account at this time.
ViaSat received another call from Ms. [redacted] the same day, once again disputing the early termination fees. At this time, she was transferred to a supervisor for further assistance, and a request to have the sales call reviewed was submitted.
On January 28, 2017, ViaSat collected a payment of $80.02 from Ms. [redacted] for her monthly service fees, plus prorated charges based on her service installation date.
As resolution to this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat will agree to waive Ms. [redacted]’s early termination fees in full if she disconnects prior to February 28, 2017. Ms. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.
If she would like to move forward with the disconnection of her account, Ms. [redacted] may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.

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 December 7, 2015 to discuss the issues with her services. During her conversation with ViaSat's customer service...

representative, troubleshooting steps were performed with ViaSat's Network Operations Center, and the representative. Speed tests were performed and Ms. [redacted] was receiving 8.60mbps download and 4.72mbps upload. Additionally, ViaSat's representative advised Ms. [redacted] that a service call was not needed and that no credits could be applied to her account as ViaSat had not collected a monthly bill for services.
Ms. [redacted] called ViaSat on December 22, 2015 to discuss issues she was experiencing with her dealer as she was unable to get a service call scheduled through the dealership. ViaSat's representative escalated this issue to our Field Service Team for further investigation.
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 Ms. [redacted] on December 05, 2015 and available at exede.com/legal. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. We apologize if Ms. [redacted]' feels these points were not communicated to her satisfaction
In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the 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 the account disconnected with the early termination fees waived. Additionally, a refund of the $149.99 collected for the activation of her ViaSat services has been issued back to the payment method on file. Ms. [redacted] should receive this refund within three to five business days.
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 [redacted]’ complaint to our attention.
Our records show ViaSat charged. [redacted] $71.99 in monthly service fees on August 8, 2017, but the payment failed. On August 18, 2017, her account was suspended for nonpayment of service; however, a successful payment was...

collected for the amount on September 8, 2017 and the account was resumed on September 11, 2017.
On October 8, 2017, ViaSat collected a payment of $124.72 from [redacted] for her monthly service fees. This amount also included prorated fees based upon when [redacted]’ account was resumed from suspension for nonpayment.
ViaSat received contact from [redacted] on October 11, 2017 regarding a charge of $80.11 that had caused her to go into overdraft at her bank. At this time, she was correctly advised that no such payment was showing on her account; however, as [redacted] stated that the charge was showing on her bank statement, the ViaSat representative escalated a request for her to be reimbursed for nonsufficient fees in the amount of $70.00. This request was denied on October 16, 2017 as documentation was needed showing that ViaSat had caused her to go into overdraft. [redacted] was informed of this on October 17, 2017, at which time she was provided with ViaSat’s fax number.
[redacted] called numerous times regarding her [redacted] reimbursement between October 22, 2017 and October 30, 2017. On October 22, 2017, she was incorrectly informed that her refund would be processed in four days; however, as there was no refund request created, no refund was reviewed or processed. On October 29, 2017, she was correctly advised that the processing time for refunds was 7 to 14 business days. Per her request, her call was transferred to a supervisor for further assistance. During her conversation with the ViaSat supervisor, it was recommended that [redacted] call back into ViaSat during regular business hours so she could speak to ViaSat’s Corporate Resolution Team and it could be determine if her fax had been received.
A new reimbursement request was opened on October 30, 2017 during a conversation [redacted] had with a ViaSat supervisor. At this time, [redacted] requested the disconnection of her account. The ViaSat supervisor offered [redacted] a retention offer of $20.00 off her bill per month for 6 months, but she declined the offer. The ViaSat supervisor informed [redacted] of all disconnection disclosures, including the early termination fees, and processed her disconnection request. Per [redacted]’ request, the ViaSat supervisor also moved forward with having [redacted]’ payment method removed from her ViaSat account. This was successfully processed on November 1, 2017.
On October 31, 2017, a member of ViaSat’s Corporate Resolution Team reviewed [redacted]’ faxed bank statements, and determined that she had been charged $80.11 by ViaSat; however, the payment was not listed on her account and a second account for [redacted]’ could not be located. The CRT representative attempted to reach out to [redacted] to discuss the matter with her and to inform her that she would need to issue a dispute with her financial institution, but [redacted] was unavailable and a message was left. The CRT representative attempted a second call on November 1, 2017, but there was no answer and no opportunity to leave a message.
[redacted] contacted ViaSat via online chat on November 1, 2017 regarding her refund. At this time, she was informed that her request had been closed, and that she should call in to speak with a CRT representative. Later the same day, [redacted] called ViaSat regarding the charge of $80.11, at which time it was recommended that she file a dispute with her bank. Per her request, another refund request was escalated. As the payment of $80.11 was not showing on [redacted]’ account, the request was denied on November 6, 2017.
ViaSat has located the account on which the charge of $80.11 occurred; however, as of November 20, 2017, the payment method has been removed. Therefore, ViaSat is unable to issue a refund for the amount. We recommend that a chargeback for the amount be issued through [redacted]’ bank. As of November 20, 2017, ViaSat has no record of receiving a previous dispute for the amount from [redacted]’ bank.
Regarding reimbursement for her overdraft fees, [redacted] will need to send in a copy of her rolling 30-day bank statement showing that ViaSat’s charges caused her to go into overdraft. This bank statement should include her balance before the ViaSat charges, the ViaSat charges, and the subsequent overdraft fees. This documentation may be faxed to ViaSat at 720-228-2219 or emailed to [email protected] in reference to ticket no. [redacted].
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: As of today, December 27, 2016, I still have not received my refund.  The dates they provided and saying it was only 11 days are incorrect.  I have been attempting to get my refund since November 29, 2016.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this [redacted] have caused. ViaSat follows a process when it comes to disconnecting accounts per the customer's request. At time of disconnection...

all disclosures are read and ViaSat sends a courtesy box and return label through UPS so that the customer can return two pieces of the equipment that was agreed upon at the time of installation and in the signed customer agreement. The return box and label are only generated at the time of disconnection and can't be processed prior to disconnection. We understand Mr. [redacted] is moving and would like to have the box and label sent prior and for that reason ViaSat offers to send the label and box to an alternative address once the account is disconnected. At this time the account is still active and will remain active until Mr. [redacted] calls to disconnect the account. At that time ViaSat will read the disclosures and send the box and return label to Mr. [redacted]. No refund for the lifetime equipment lease fee will be given as that fee was collected in 2012 and the services have been used since. Mr. [redacted] can contact customer service anytime at XXX-XXX-XXXX to have the account disconnected. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Being that I am going from my home to Naval Officer Candidate School, and there will be no access to even saying good night to my family, I don't think having the box marked there would do me any good. I have been greatly disappointed and inconvenienced by this matter and I believe some simple steps could be changed to accommodate the many others that can run into this situation by there own circumstances. Let the customer tell you when they plan to cancel, have them a box sent, and then when they call the day of, everything can go forward from there. It's not like people want to drag your equipment around with them while trying to move their household. As for the refund, this is to be viewed as the compensation for the inconvenience in this matter, and as a way for me to believe you care about the customer, so I will stop steering people away from wild blue (2 and counting).
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the company finally giving me the option to send back the equipment on my own, the option I asked for weeks in advance of closing my account, but it is to little to late, and sadly it took to much effort to be able to get that option established. This option needs to be included in the regular channels and a known option by the customer service representatives. Until this option is included with a pre filled out shipping label emailed to the customer upon request, then I will not be satisfied with this lack of a response to accommodate viasat customers needs, especially those of us in the service.
Final Business Response /* (4000, 13, 2015/07/23) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. ViaSat sends out the box and label as a courtesy to the customer. It is up to the customer to return the equipment within 20 days after disconnection per the contract on file. ViaSat will take Mr. [redacted]'s requests and forward them on for further review; however, at this current time this is the process that ViaSat follows. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention.Our records indicate that Mr. [redacted] is receiving Viasat’s Exede 10 GB service plan at $49.99 a month, plus Viasat’s EasyCare program at $5.99 a month, a $9.99 equipment lease fee and applicable taxes. Customers who opt into the EasyCare...

program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department.It is our goal to provide you with the best internet experience possible.  However, 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.Mr. [redacted] contacted Viasat to indicate that his internet was not working on December 20, 2017, at which time the Viasat representative assisting him determined that he needed a service call. The service call was added to his account, and was completed as of December 22, 2017. During the service call, Mr. [redacted] modem was replaced, which seemed to resolve the issue at hand.Unfortunately due to a system error, on January 8, 2018, Mr. [redacted] was charged $95 in addition to his regular service charges for his service call. In order to bring this complaint to resolution, Viasat has refunded the $95 charge to the payment method on file as of January 9, 2018. Mr. [redacted] should see the funds within the next three to five business days. 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 [redacted]’ complaint to our attention.
Our records show [redacted] ordered her service through [redacted], an authorized ViaSat sales agent. Unfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billing. ViaSat and [redacted] handle customer...

billing for their own services and, therefore, [redacted] was billed separately by ViaSat for Exede Internet service.
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 [redacted] on May 24, 2017and also available at exede.com/legal. The [redacted] sales agent was required to make [redacted] aware of these points. We apologize these points were not clearly communicated to [redacted] at the point of sale.
[redacted] was receiving ViaSat’s Liberty 12 + Free Zone service plan at $50.00 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides 12 GB of monthly priority data, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. 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. Currently, ViaSat neither has nor advertises an unlimited plan.
Our records show [redacted] called ViaSat on May 24, 2017 because she was unable to connect after being installed. During this conversation, the ViaSat representative attempted to guide [redacted] through troubleshooting; however, the call dropped before resolution could be obtained. The ViaSat representative attempted to call [redacted] to complete troubleshooting, but there was no answer and no opportunity to leave a message.
On May 28, 2017, ViaSat charged [redacted] $68.44 for monthly service, plus prorated fees based on her installation date. She called ViaSat on May 29, 2017 with questions regarding her billing and the Data Allowance Policy. During this conversation, [redacted] informed the representative that she’d believed her bill would be bundled with [redacted] for $80.00 a month. The ViaSat representative educated [redacted] on the ViaSat billing and the Data Allowance Policy. [redacted] advised she would contact [redacted] regarding her point of sale concerns.
ViaSat received another call from [redacted] on May 30, 2017, at which time she requested the disconnection of her account because she thought she would be receiving and bundled with [redacted]’s service. The ViaSat representative offered [redacted] a discount of $10.00 off per month for 12 months, and a free month of service. [redacted] declined the offers and moved forward with disconnecting service.
The Customer Agreement 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 June 28, 2017, ViaSat collected a payment of $343.00 from [redacted] for her early termination fees. [redacted] contacted ViaSat via email requesting a refund for her monthly service payment and a waiver of the early termination fees on June 30, 2017. In response, the ViaSat representative informed [redacted] that the early termination fees were valid. [redacted] contacted ViaSat via online chat the same day regarding the early termination fees, but ended the interaction shortly after.
ViaSat received a call from [redacted] on July 12, 2017 requesting a refund for the early termination fees; however, she ended the interaction before the ViaSat representative could fully review her account. The same day, ViaSat’s [redacted]) received an escalation regarding [redacted]’ point of sale concerns. As a result, it was determined that [redacted]’ early termination fees would be refunded, as well as her first month of service. A [redacted] representative attempted to reach out to [redacted] the same day, but there was no answer and a message was left.
As resolution to this complaint, ViaSat has issued a refund of $411.44 for the early termination fees and monthly service fee as of July 24, 2017. [redacted] should be advised that it may take three to five (3-5) business days for her to see this amount deposited into her account.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat’s attention. We apologize for any issue he may have experienced with ViaSat’s services. At the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage,...

as well as based on the service plans available in the area. Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area. Customers are also made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, and equipment lease requirements. Each of these points is also addressed in the Customer Agreement signed by Mr. [redacted] on March 5, 2016 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. Mr. [redacted] was receiving ViaSat’s Liberty 18GB service plan at $99.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty plans provide customers with a monthly Priority Data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly Priority Data. On March 7, 2016 Mr. [redacted] contacted ViaSat’s customer service department to discuss the latency in his services. During this conversation, Mr. [redacted] was advised that his services were being impacted by network congestion in his area, and a speed test was performed. The speed test determined that Mr. [redacted] download speeds were within advertised range, even with congestion in his area. Mr. [redacted] contacted ViaSat once again on March 9, 2016 to discuss his latency concerns. The ViaSat representative guided Mr. [redacted] through troubleshooting and ran a speed test, at which time it was determined that Mr. [redacted] was receiving 18 Mbps for his download speeds and 5 Mbps for his upload speeds, well above the advertised range. However, as there appeared to be an issue with Mr. [redacted] equipment and cabling, he was educated that a service call would be required. Per Mr. [redacted] request, a service call was ordered. On March 13, 2016, a ViaSat technician went to Mr. [redacted] location and replaced the ViaSat transceiver. ViaSat –received a disconnection request from Mr. [redacted] on March 20, 2016, at which time he was reminded of the 24-month minimum service term and applicable early termination fees. Mr. [redacted] disputed the early termination fees and requested to speak with a ViaSat supervisor. During his conversation with the ViaSat supervisor, Mr. [redacted] was once again advised that the early termination fees would be a valid charge. Mr. [redacted] ViaSat account was not disconnected during this conversation and subsequently remained active until he called again on March 22, 2016. In response to this complaint, ViaSat has agreed to waive the early termination fees in full; however, ViaSat does not agree to refund Mr. [redacted] the $99.99 collected on March 5, 2016 for the installation of his services. Mr. [redacted] is responsible for returning ViaSat’s modem and transceiver within 30 days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return. We apologize for any misunderstanding or frustration Mr. [redacted] may have experienced. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/08/17) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any frustration and confusion this situation [redacted] have caused.
On July 30, 2015 ViaSat received a call from Mr. [redacted] requesting the disconnection of his...

ViaSat account. During his conversation with ViaSat's customer service representative, Mr. [redacted] was advised that he was responsible for returning his leased ViaSat modem and transceiver within 30 days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. . A UPS box with a pre-paid return shipping label was delivered to Mr. [redacted]'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to return. Per UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr. [redacted]'s front door.
ViaSat will send a new shipment to his location 308 Summers Drive [redacted], VA XXXXX as Mr. [redacted] states he did not receive the initial shipment. Mr. [redacted] should be on the lookout for this shipment within the next 10 business days. ViaSat will ensure that Mr. [redacted] is not charged for failure to return the leased equipment before the new shipment is received. Once received, Mr. [redacted] should return the leased equipment at their earliest convenience. ViaSat understands Mr. [redacted] does not have access to the location where the equipment is installed; therefore, Mr. [redacted] return the leased modem only.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [redacted]’s complaint to our attention.
Customers have the ability to move their [redacted] service from one location to another at no charge. By electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and...

sign a new Customer Agreement. [redacted] cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees; however, if the customer cancels the move order, the early termination fees are reapplied to their original account.
Our records show [redacted] called [redacted] on July 10, 2017 to move his service to a new address, at which time his request was processed. [redacted] called to disconnect his original account on July 11, 2017, at which time a request for his early termination fees to be waived based on his move order was escalated. The early termination fees were waived on July 12, 2017.
[redacted]’s technician went out to [redacted]’s new home to install the equipment on July 12, 2017. At this time, [redacted] and the technician were unable to agree upon the placement of the dish. The move order was cancelled on July 13, 2017.
As [redacted] did not move forward with moving his service to his new location, [redacted] reapplied the early termination fees to his account. Subsequently, on August 16, 2017, [redacted] was charged $266.61 in early termination fees. This payment failed. [redacted] received a call from [redacted] the same day, at which time he was informed a ticket would be escalated regarding the charge. Unfortunately, the [redacted] representative did not escalate this request properly. We apologize for any frustration [redacted] may have experienced.
On August 29, 2017, the account was sent to outside collections for further action on the balance due. [redacted] called regarding the collections balance on October 18, 2017, at which time he was informed that the early termination fees had been reapplied because his service had not been moved to his new location.
As [redacted] did not allow [redacted] to move his service to his new location, [redacted] does not agree to waive the early termination fees of $266.61
Thank you for the opportunity to respond.