ViaSat, Inc.

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.

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.

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]

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 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!

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...

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

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] 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.

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

Initial Business Response /* (1000, 5, 2015/10/07) */
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 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 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 auto-billing. Each of these points is further...

addressed in ViaSat’s Customer Agreement. 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.
The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Mr. [redacted]’s electronic signature on the Customer Agreement dated May 24, 2016.
On May 28, 2016, ViaSat attempted to collect a payment of $77.75 from Mr. [redacted] for his monthly service fees, but the payment failed. Subsequently, on June 8, 2016, the account was suspended for nonpayment. A successful one-time payment for the amount was made by Mr. [redacted] the same day.
ViaSat charged Mr. [redacted] for monthly service again on June 28, 2016 in the amount of $70.68; once again, the payment failed and the account was suspended on July 8, 2016.
On August 10, 2016, Mr. [redacted] called ViaSat to disconnect, stating that he had not been informed of ViaSat’s automatic billing process or ViaSat’s 24-month minimum service term. He also informed the representative that he had attempted to discuss his concerns with the authorized dealer he had purchased service through, but had been unsuccessful. At this time, a request to have the matter reviewed was escalated. On August 18, 2016, Mr. [redacted]’s complaint was further escalated to the dealer for review. The dealer responded to ViaSat’s inquiry on August 29, 2016, and advised that Mr. [redacted] had been informed of all points at the time of sale.
Mr. [redacted] contacted ViaSat on September 1, 2016 regarding the balance due and the status of the account. At this time, Mr. [redacted] was informed that his account had been suspended for nonpayment of service. As Mr. [redacted] wanted to disconnect the account with no early termination fees, he requested to speak to a supervisor.
During his conversation with the ViaSat supervisor, Mr. [redacted] was informed of the results of ViaSat’s investigation, at which time he ended the conversation.
On November 3, 2016, Mr. [redacted]’s account was disconnected for nonpayment of service; subsequently, on November 28, 2016, ViaSat charged him an additional $268.50 in early termination fees. This payment failed and was added to the balance due, creating a total amount owed of $339.18.
The account was sent to outside collections on December 28, 2016. Mr. [redacted] called the same day regarding the early termination fees. At this time, the ViaSat representative escalated Mr. [redacted]’s early termination fee waiver request to a supervisor, who determined the charge was valid. ViaSat received another call from Mr. [redacted] on January 6, 2017, at which time the collections balance was discussed.
As resolution to this complaint, ViaSat will agree to waive Mr. [redacted]’s early termination fees of $268.50 in full; however, Mr. [redacted] is responsible for resolving the balance due of $70.68 charged on June 28, 2016. He may make this payment either directly through ViaSat or via the collections agency.
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.

Initial Business Response /* (1000, 5, 2015/08/05) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any issue she may have experienced with ViaSat.
The Customer Agreement, signed by Ms. [redacted] on April 14, 2015 and available at exede.com/legal, states that...

ViaSat does not guarantee the service will 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 also 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.
Our records show Ms. [redacted] contacted ViaSat on July 11, 2015 because she was experiencing a connectivity issue. During this conversation, the ViaSat representative explained to Ms. [redacted] that she had exceeded her usage and had been subsequently slowed, pursuant to ViaSat's Data Allowance Policy. Ms. [redacted] called again about a connectivity concern on July 27, 2015, but was not at home to be guided through troubleshooting. The ViaSat representative asked Ms. [redacted] to call back when she was home so she could be guided through troubleshooting, and advised that if her issue could not be resolved, a service call would be ordered. Ms. [redacted] was provided with a $10.00 goodwill credit for her issues.
On August 4, 2015, Ms. [redacted] called ViaSat to disconnect her account. At this time, she was reminded of her signed Customer Agreement and the applicable early termination fees. Ms. [redacted] requested a refund of her monthly service payment, but was advised that there was no guarantee that it would be approved.
As ViaSat was not given any opportunity to resolve any connectivity issue Ms. [redacted] may have experienced, ViaSat does not agree to waive any portion of her early termination fees. ViaSat also does not agree to refund her for her monthly service fees as review of her account shows she was actively using the service.
Regarding her issues with the technician, our records show Ms. [redacted] called ViaSat regarding her experience four times between April 21, 2015 and May 7, 2015. In response, on May 7, 2015, Ms. [redacted]'s concerns were escalated internally for review, and she was provided with credits totaling $94.99.
We apologize for any frustration Ms. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms. [redacted]'s complaint.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have multiple complaints and proof of phone records. I didnt actively use my service because there was no service to use, Im ot paying for something I couldnt even use. I have multiple witnesses too, something needs to be done as this is completely unfair to me and not right to treat your customers that way especially after all the phone calls ive made.
Final Consumer Response /* (4200, 11, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have my phone bill AS PROOF how many times I called if your employees didnt note my account appropriately thats your fault, I also have MULTIPLE witnesses that are willing to speak to the media and to the courts about this
Final Business Response /* (4000, 13, 2015/08/28) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
As previously stated, ViaSat has record of one phone call received from Ms. [redacted] regarding any connectivity issues she may have experienced. Thusly, ViaSat cannot agree to waive Ms. [redacted]'s early termination fees in full. On August 24, 2015, ViaSat applied a credit of $149.52 to Ms. [redacted]'s account to waive half of her early termination fees of $299.03 as a gesture of good faith.
This will be our final response to this matter. Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
A new account was established by Mr. [redacted] local dealer on August 4, 2015; however, his old account was not properly disconnected. Therefore,...

from August 3, 2015 until December 4, 2015, Mr. [redacted] was charged for both ViaSat accounts as they were both active.
On December 2, 2015 Mrs. [redacted] made contact with ViaSat to advise us of this information and to have the situation rectified. Upon receipt of Mrs. [redacted] call, ViaSat's representative looked into this matter and took corrective action. Mrs. [redacted] original ViaSat account ([redacted]) was disconnected, the early termination fees were requested to be waived, and a refund of $242.92 was issued back onto the payment method on file.
ViaSat understands that Mr. [redacted] accounts were not handled accordingly and agrees to disconnect the current active account ([redacted]). Please have Mr. [redacted] contact ViaSat's customer service department at 855-463-9333 and reference ticket [redacted]. Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 20 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 free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions.
Thank you for 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.

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]’s complaint to our attention.
The Customer Agreement, signed by Mr. [redacted] on April 29, 2016 and available at [redacted], advises that ViaSat waives the standard service call fee for the first 90 days of service. After this timeframe has expired, customers are...

required to pay a standard service call fee of $95.00. 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.
Our records show Mr. [redacted] contacted ViaSat on August 5, 2016 because he had been having issues with his service connection. At the time of the call, however, Mr. [redacted] was not experiencing an issue and was using the service. Mr. [redacted] was advised to call back when he was actively experiencing the issue so he could be guided through troubleshooting and diagnostics could be run on the modem. He was also informed that ViaSat would provide him with a service call, if necessary, and advised that the standard service call fee was $95.00. Mr. [redacted] advised that he would not pay the service call fee and would be calling back to disconnect his service.
Mr. [redacted] placed a second call to ViaSat the same day because his connection had dropped. The ViaSat representative offered to guide Mr. [redacted] through troubleshooting, but Mr. [redacted] declined; he also declined a service call because he did not want to pay the standard fee. Once again, he advised he would be calling back to disconnect.
ViaSat received another call from Mr. [redacted] on August 29, 2016 regarding his service issues, at which time he was advised of ViaSat’s EasyCare program, which would provide him with a free service call. He was also offered a $10.00 discount off his next bill. Mr. [redacted] declined all offers and once again advised he would be disconnecting.
On September 1, 2016, ViaSat charged Mr. [redacted] $60.87 in monthly service fees, but the payment failed. The same day, Mr. [redacted] called to disconnect his account, at which time he was advised of all disclosures, including the early termination fees.
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. 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.
Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring payments. ViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalf.
On September 7, 2016, ViaSat received updated payment information from Mr. [redacted]’s financial institution. Subsequently, on October 1, 2016, ViaSat collected a payment of $335.37 from Mr. [redacted] for his early termination fees ($284.50) and the failed monthly service fee from September ($60.87).
Regarding his assertion that the service was slow and did not work, prior to the August 5, 2016, ViaSat had not been made aware of any issues Mr. [redacted] may have experienced with the service.
ViaSat does not agree to refund Mr. [redacted]’s early termination fees of $284.50; however, as he called to disconnect on his bill cycle date, ViaSat will refund the $60.87 he was also charged. This refund has been issued as of October 4, 2016; it may take Mr. [redacted] three to five business days from the issue date for him to see the refund deposited into his account.
Thank you for 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, provided to each new customer and signed by Mr. [redacted] on February 4, 2016, commits customers to a 24-month minimum service term for the...

Exede Internet service and a 6-month minimum service term for the Exede 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.
Our records show Mr. [redacted] called ViaSat on February 10, 2016 regarding a monthly service fee of $97.76 charged by ViaSat on February 8, 2016. During this conversation, the ViaSat representative explained to Mr. [redacted] that ViaSat billed in advance and that his bill cycle date was based on his service installation. ViaSat’s billing periods occur every fourth day within a month. As Mr. [redacted] account had been installed on February 4, 2016, his bill cycle date was automatically scheduled for the 8th of each month. When Mr. [redacted] informed the representative that he had been unaware of ViaSat’s billing processes, the representative offered him a credit of $69.99 towards his internet service plan. Mr. [redacted] accepted.
Per his request, the ViaSat representative advised Mr. [redacted] of his Exede Internet and Exede Voice early termination fees. When Mr. [redacted] asked if he could keep the Exede Voice service and cancel the Internet service, he was correctly advised that he could not. ViaSat’s Exede Voice service is only compatible with ViaSat’s Exede Internet service. Mr. [redacted] disputed the early termination fees associated with the Exede Voice service and advised he would be calling back the next day to disconnect all services. At no point did the ViaSat representative offer to call Mr. [redacted] back to disconnect his account.
ViaSat did not hear back from Mr. [redacted] until August 1, 2016. Because his account was still active, Mr. [redacted] was charged each month for monthly service fees for his Exede Internet and Voice services. During the August 1, 2016 conversation, Mr. [redacted] account was disconnected, per his request, and a supervisor applied a credit of $279.06 to waive his early termination fees as a gesture of goodwill as Mr. [redacted] had not been using the service.
Unfortunately, because this waiver for the early termination fees was not correctly escalated, the credit was rejected upon the disconnection of Mr. [redacted] account. Subsequently, on August 8, 2016, ViaSat collected a payment of $268.06 from Mr. [redacted] for his early termination fees.
Mr. [redacted] called regarding the early termination fees on August 9, 2016, at which time a refund ticket was created. As the early termination fees were considered valid, the request was rejected on August 11, 2016. Mr. [redacted] was advised of this on September 1, 2016, and his request was escalated to ViaSat’s Corporate Resolution Team for review and approval.
The same day, ViaSat’s Consumer Affairs Team received an email from Mr. [redacted] regarding his concerns. In response, the early termination fees of $268.06 were refunded to Mr. [redacted] payment method the same day. Mr. [redacted] was advised of this via email. Mr. [redacted] will see this amount deposited into his bank account within three to five business days from the issue date.
We apologize for any frustration Mr. [redacted] may have experienced. We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr. [redacted] complaint. Thank you for the opportunity to respond.