ViaSat, Inc.

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 Mr. [redacted]’s complaint to our attention.
The Customer Agreement provided to each new customer, signed by Mr. [redacted] and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if...

service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
Our records show Mr. [redacted] called Viasat on October 31, 2017 because he was unable to connect his television to the internet service. At this time, the Viasat representative guided Mr. [redacted] through troubleshooting, and he was able to connect successfully when he used a second device. It was recommended that Mr. [redacted] seek the assistance of a television service technician.
A second call was received from Mr. [redacted] the same day regarding an issue with his connection, at which time he was guided through troubleshooting once again. The Viasat representative informed Mr. [redacted] that there did not appear to be an issue with his equipment, per the diagnostics from his modem. Mr. [redacted] advised he would call back.
Mr. [redacted] called Viasat on November 1, 2017 to disconnect service, expressing that he felt he had been misinformed at the point of sale. The Viasat representative advised Mr. [redacted] of the disconnection disclosures and processed his request. Per Mr. [redacted]’s request, an internal escalation was created to inquire of the early termination fees could be waived. This waiver request was denied on November 2, 2017.
On December 1, 2017, Viasat collected early termination fees from Mr. [redacted] in the amount of $344.52. Mr. [redacted] was informed that his waiver request had been denied on December 3, 2017, and again on December 5, 2017.
As resolution to this complaint and in consideration of Mr. [redacted]’s short term as a Viasat subscriber, ViaSat has issued a refund of $344.52 to his payment method as of December 6, 2017.
Our review of Mr. [redacted]’s account shows that he has returned Viasat’s modem, but not the transceiver. Mr. [redacted] should be advised that failure to return the transceiver will result in an unreturned equipment fee of $150.00, not including taxes, per the Customer Agreement. If Mr. [redacted] requires another equipment return kit be sent to him, he may request one by contacting Viasat’s 24-hour Customer Service Department at ###-###-####.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. We apologize for any frustration Mr. [redacted] might have experienced while attempting to call into ViaSat’s Customer Service Department. ViaSat recently...

upgraded our phone system and due to a system error some calls were being routed incorrectly. On October 11, 2016, ViaSat was able to successfully resolve this error and Mr. [redacted] should be able to call ViaSat will no further issues. On September 24, 2016, ViaSat received a call from Mr. [redacted] regarding his usage. During this conversation, the ViaSat representative provided Mr. [redacted] with the website to review his usage. ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service plan. ViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted]. Regarding the data usage Mr. [redacted] sees on his usage meter, the monthly data usage meter reflects the usage the last time the modem was online and the usage meter may take up to 24 hours to display the current data usage. This is disclosed in text to all customers immediately below the data usage meter on [redacted]. The ViaSat modem needs to be online to have the monthly usage meter reset. Currently, Mr. [redacted] has consumed 21 GB of his 30 GB plan. Mr. [redacted]’s usage will reset on October 20, 2016. If Mr. [redacted] would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####. 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.

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.

Complaint: [redacted]
I am rejecting this response because: The dates Viasat have provided for when the "charge back" occurred have been inconsistent and continue to fluctuate. I have been told 10/16/15, 10/24/15, 10/29/15, 1/15/16, and 1/29/16. I am requesting they submit their documentation or proof of the specific date the charge back occurred (please do not submit attempt dates), as well as, the time and account the charge back was attached to. I have reached out to my bank, once again, and they have sent me a business letter stating after the refund check was received, they closed the provisional credit line as well as the case itself. They would not have had reason to reenter and issue a charge back. Please refer to the attached letter.Thank you,[redacted]

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees. Each of...

these points are also addressed in the customer agreement and available at [redacted]. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat is the name of our company and we sell Exede services and the plan name is the Liberty 10. We are all one in the same. ViaSat understands that the services were not meeting Ms. [redacted] needs or expectations so in order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account. Ms. [redacted] will receive the prepaid shipping label and box courtesy of [redacted] to return two pieces of equipment. Failure to return the two pieces of equipment will result in $150.00 charge for each non-returned piece. ViaSat does not remove the satellite dish from the home. 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. At the time of sale customers are informed speeds are not guaranteed and may vary. This is also addressed in the Customer Agreement, signed by Mr. [redacted] on...

February 2, 2015 and available at exede.com/legal. 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. Mr. [redacted] is currently receiving ViaSat’s Exede Evolution 20GB plan at $69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This package offers download speeds up to 12 Mbps and upload speeds up to 3 Mbps, unlimited access to web pages and email, and 20GB for all other online traffic. At the time Mr. [redacted] ordered service, this service plan came with a six-month promotion for ViaSat’s Freedom (150GB) plan. After the first six months, the plan reverted to the advertised Evolution 20GB plan.Our records show Mr. [redacted] contacted ViaSat on December 22, 2015 to disconnect his account. During this conversation, Mr. [redacted] advised the ViaSat representative that he believed there was a line of sight issue impacting his service. At this time, the ViaSat representative offered Mr. [redacted] a free service call and a credit of $69.99 if he would retain service. Mr. [redacted] accepted this offer, and a service call was scheduled for the morning of January 4, 2016. On January 3, 2016, Mr. [redacted] called ViaSat to reschedule his service call appointment. The service call was completed on January 7, 2016 with the technician reconnecting a cable that Mr. [redacted] had disconnected. Further review of Mr. [redacted] account shows that he exceeded his 20GB monthly data allowance on December 16, 2015 and had subsequently been slowed, pursuant to ViaSat’s Data Allowance Policy. Customers are made aware of the Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement. The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers. Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The most common causes for high usage are typically downloading or streaming media content (e.g. online videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files. ViaSat informs customers via email when they’ve reached 70% of their monthly data allowance, and again when they’ve reached 100% of their usage. Our records show emails would have been sent to Mr. [redacted] at [redacted].[redacted] Our records indicate Mr. [redacted] usage during his December 4, 2015-January 4, 2016 billing period went towards media (e.g., Netflix, DirecTV OnDemand, Spotify), marketplaces (e.g., eReaders, iTunes App Store), web browsing, communications (e.g., instant messaging, audio or video chat), social networking, file sharing (e.g., BitTorrent, P2P), and storage (e.g., cloud storage, online backup). Mr. [redacted] usage resets on the 4th of each month. Since December 22, 2015, ViaSat has not been made aware of any further issues Mr. [redacted] may have experienced with his service. If he chooses to disconnect his account, ViaSat does not agree to waive his early termination fees. Thank you for the opportunity to respond.Sincerely,ViaSat Satellite ServicesConsumer Affairs Department

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. We apologize that there are ongoing issues with the billing and chargebacks to the account. As stated in the previous response ViaSat received a chargeback from her bank in the amount of $321.18 on 10/16/2015 for the charge that ViaSat took on 8/13/2015. ViaSat again received the chargeback on 10/24/2015 for the charge on 8/13/2015. These chargebacks would have been a result of Ms. [redacted] disputing these charges with her bank. In the meantime ViaSat issued a check in the amount of $321.18 which Ms. [redacted] received and cashed. When ViaSat received the chargeback from the bank it went to the account as a charge which makes it a valid charge and this will remain on the account and in collections until paid. Thank you for allowing ViaSat 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.
The Customer Agreement, signed by Ms. [redacted] on August 18, 2012 and available at exede.com/legal, advises that customers are responsible for returning ViaSat’s...

modem and transceiver within 30 days after they terminate service. Failure to return this equipment within the allotted timeframe will result in an unreturned equipment fee of $300.00, not including taxes. Customers are advised of this when they call ViaSat to disconnect. ViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after the disconnection. This box is delivered to either the address on file or a valid mailing address provided by the customer.
Our records show Ms. [redacted] called ViaSat on September 14, 2015 to disconnect her account because she had moved. During this conversation, Ms. [redacted] advised that she would need a technician to take down the transceiver on her behalf because she was no longer at the location. Due to an error, Ms. [redacted]’s service call was not ordered as requested. We apologize for any frustration this may have caused her to experience. Ms. [redacted]’s account was disconnected the same day.
ViaSat charged Ms. [redacted] $320.25 in unreturned equipment fees on October 20, 2015, but the payment failed. Ms. [redacted] called ViaSat about the balance due on October 30, 2015. During this conversation, she advised that she had never received the prepaid UPS box, and that she would be unable to return the transceiver because she had moved. Ms. [redacted] was advised that the charge for the unreturned transceiver would be waived, but the balance due for the modem would remain until the piece was returned. Unfortunately, the representative failed to waive the taxes associated with the unreturned transceiver ($10.12).
On November 2, 2015, Ms. [redacted]’s account was sent to outside collections for the remaining balance due of $170.25 for the unreturned modem and the taxes associated with the unreturned transceiver. ViaSat’s modem was returned on November 12, 2015; subsequently, a total of $160.13 was waived from the collections balance on November 30, 2015.
In order to resolve this complaint, ViaSat will have the remaining $10.12 removed from collections and waived in full. This request has been escalated as of March 10, 2016.
We apologize for any frustration Ms. [redacted] may have experienced. 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.

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."

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced regarding the return of ViaSat's equipment.
The Customer Agreement, signed by the account holder, [redacted], on...

January 31, 2013 and available at exede.com/legal, states that customers are responsible for returning ViaSat's modem and transceiver within 30 days after their disconnection. Failure to do so will result in an unreturned equipment fee of $300.00, not including taxes. Customers are reminded of this when they terminate their service. ViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after their disconnection for the return of the equipment, to be delivered to the preferred address of the customer.
Ms. [redacted] contacted ViaSat on March 16, 2015 to disconnect the account. Our review of the disconnection call shows that, during this conversation, Ms. [redacted] was advised that she would need to return ViaSat's modem, power cable, and transceiver within 30 days of her disconnection. At this time, Ms. [redacted] requested that ViaSat send the box to her new home address: [redacted], ID [redacted]. Our records show the UPS box with free return shipping label was delivered to Ms. [redacted] new address on March 23, 2015.
Ms. [redacted] contacted ViaSat on March 23, 2015 claiming that she had not been advised that the transceiver needed to be returned. At this time, the ViaSat representative advised her that if she could return the modem, they would waive the fee for the transceiver. Ms. [redacted] accepted this compromise, and a credit for $150.00 was placed onto Ms. [redacted] account for the future unreturned transceiver charge. Unfortunately, due to an error, this credit was cancelled.
On April 11, 2015, ViaSat received notice that Ms. [redacted] had returned her modem. ViaSat received a second notification on April 17, 2015 advising that her transceiver had not been returned. Subsequently, and pursuant to ViaSat's Customer Agreement, ViaSat charged Ms. [redacted] $150.00 in unreturned equipment fees on May 16, 2015.
Ms. [redacted] contacted ViaSat on May 23, 2015 regarding the charge, at which time a refund request for the amount was escalated. On May 25, 2015, this refund request was rejected as the charge for the unreturned transceiver was considered valid.
ViaSat received a call from Ms. [redacted] regarding her refund request on June 8, 2015. During this conversation, Ms. [redacted] was advised that the request had been rejected and, per her request, her payment method was removed from ViaSat's systems.
In order to come to a resolution regarding this situation, ViaSat will issue a refund for the charge of $150.00 to Ms. [redacted]. As Ms. [redacted] had her payment method removed on June 8, 2015, however, this refund will be issued via check to her above-mentioned address. This request has been escalated as of today. Ms. [redacted] should be advised that it can sometimes take 4-6 business weeks for a refund check to be received.
We apologize for any frustration Ms. [redacted] may have experienced. Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: I would like to receive a refund for any funds taken from my account starting at the install date due to faulty install and having to cancel my service fue to ongoing service issues. Furthermore, your employees did not properly annotate the account about service call, I never cancelled any appointments, the contractors would not honor the appointments I reserved and changed them or said they did not have anyone to perform the service call.
Sincerely,
[redacted]

Complaint: 11080491
I am rejecting this response because:I have called and spoken with numerous customer service representatives to explain to them that there is 1 tablet in use, along with a cell phone used sometimes, and in no way can that explain the amount of high data usage in the amount of days. I use a cell phone for 30-31 days a month and do not even come close to 5GB of usage. I need a COMPLETE breakdown of the data that is being used, along with the hours of usage, not just dates and percentages, before I will be completely satisfied with the closing of this complaint. The reason I have the 10GB plan is because that is TWICE the amount of data that I am allotted on my phone, which should be sufficient data for the entire month. I do not stream any TV shows or movies. My son downloads games from the app store, which should only use about 1GB of data A MONTH, at most. Using TimeWarner cable, doing the same amount of downloads/games and I was only using 8GB a month for over two years, now that I am unable to use TimeWarner Cable, I am forced into using Satellite internet which has been highly disappointing and I will never recommend the use of ViaSat to any person that asks about it. The customer service is poor, along with the service. Paying $61 a month for internet to use for 5-6 days at a time is not good business.
Sincerely,
[redacted]

Thank you for bringing Mr. [redacted] complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.  New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement...

prior to service installation. 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] electronic signature on the Customer Agreement dated February 17, 2018. The Customer Agreement provided to each new customer 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.It is our goal to provide our customers 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.Viasat does not guarantee the sale of routers to customers, though some customers may receive modems with wireless routers built in as part of their service plan. Mr. [redacted] was not receiving a plan with a wireless modem and was therefore responsible for providing his own router for any wireless services. On February 19, 2018, Ms. [redacted] contacted Viasat in order to receive assistance with connecting her router for wireless internet access. She was assisted by multiple Viasat representatives, who advised her that since her computer was in a fixed location, to request a laptop from a neighbor or friend in order to establish the connection with the router. On February 20, 2018, Ms. [redacted] contacted Viasat in order to request a disconnection of her services. She stated that she had bundled through [redacted] and had been unaware they would set up new internet services. The Viasat representative assisting her offered to troubleshoot her services, as Ms. [redacted] had been able to connect her router with the assistance of a friend. Ms. [redacted] declined. The Viasat representative offered to submit a point of sale investigation for Ms. [redacted], which she accepted. She was advised to contact back within a few days to receive the results.On March 2, 2018, Mr. [redacted] contacted Viasat in order to receive the status of the investigation. He was advised that all proper information and disclosures had been read at point of sale. Mr. [redacted] stated he would contact Viasat again with his decision.On March 5, 2018, Mr. [redacted] contacted Viasat in order to request a disconnection of his services. He declined retention offers, and the disconnection was processed the same day.At this time, Viasat does not agree to waive Mr. [redacted] early termination fees for the following reasons: the point of sale investigation proved that all proper actions were taken and Viasat never received the opportunity to properly troubleshoot Mr. [redacted] service for any issues, as required per the Customer Agreement. Viasat feels that all appropriate actions have been taken. 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.

Complaint: [redacted]
I am rejecting this response because:  Every time I made a  phone call  to Viastat/exede and also [redacted], before my wife or I even got to talk to anyone we were told the phone call is being recorded. Viastat/Exede needs to listen to every recording. It clearly says when I put the original order in through [redacted] that the price I was given included phone service. As far as the internet goes, again, you need to listen to the recorded conversations. In one of them I talked to a man in the sales dept. who told me there is NO charge to put it on a pole as long as it is within 50.ft of the house,(it is well within 20.FT) and every person I talked to when I put in each complaint told me I should not have been charged. In my opinion I have I been lied to numerous times, By everyone from telling me I would get the $125.00 back, that someone would be calling me back to set up an appointment to put the pole where it should have been put and also to fix the broken molding around the window and to bury the wire. What about all of that?   you say you will cancel my internet service but you fail to say you won't charge me any any cancellation fees. As far as I am concerned I did not get what I ordered, you did not hold up your end of the contract and you completely failed to fix any and all of these problems. Yes I still want my internet service canceled without being charged any cancellation fees, this will be my only acceptable outcome
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/30) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any frustration or confusion this situation [redacted] have caused.
Mr. [redacted] contacted ViaSat on June 27, 2015 on ten separate occasions to discuss the move...

process. Each time, Mr. [redacted] was advised of the move process and that he would be required to sign a new 24 month contract. The Customer Agreement provided to each new subscriber, and signed by Mr. [redacted] on September 6, 2014, (and it is also available at exede.com/legal) 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 unless the services are relocated.
In order to move, ViaSat requires customers to a new 24-month minimum service term and sign a new Customer Agreement. In exchange, ViaSat terminates their original Customer Agreement and waives any applicable ETFs. Customers are not required to move their services when relocating. Additionally, a customer is not charged to move their ViaSat's services if they choose.
As Mr. [redacted] is requesting the relocation of his services, ViaSat is unwilling to offer the services without a 24 Month Customer Agreement. However, as a gesture of good faith, if Mr. [redacted] requests the relocation of his services, ViaSat will off a discount for two months' worth of services at no charge. If Mr. [redacted] requests the disconnection of his current account without relocation of his services he will be responsible for any applicable early termination fees. Please have Mr. [redacted] contact ViaSat's Customer Service department to advise of the approved resolution.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've read through the legal disclosures and nowhere does it say that the customer must commit to a two year contract when MOVING or RELOCATING. I've already paid for 10 months of service so I feel that I should have only 14 months left on my contract. You say the reason why you force customers to sign a new agreement is because there needs to be new equipment. There is nothing wrong with my current equipment. This is forced on the customer in order to lock them into a new two year agreement. I've never seen a company with such business practices. If this is the case, you really need to look at your legal disclosures and make the change to clearly state the move/relocation policy. I cannot believe it is legal for a company to do such a thing.
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (4200, 11, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is already too late. The damage has already been done. The company can't even get an install date right. You guys contract out to other companies for installation and do not even notify them. This is the second time this has happened to me. They have to call me on the day of installation and reschedule me. I am fed up with it so I decided not to continue services. You may waive the early termination fee for me if that's the case and be done with all of this. I'm sorry, but you left me no choice but to go look for services elsewhere. It's a shame because for the most part I was satisfied with the quality of the connection.
Final Business Response /* (4000, 13, 2015/07/21) */
In our previous response, ViaSat agreed to honor Mr. [redacted]'s request to carry over the remainder of his original 24-month minimum service term if he continued service at his new location. Mr. [redacted] chose to cancel the service at his new location instead. As such, and per the Customer Agreement signed by Mr. [redacted] on September 06, 2014, he will be charged an early termination fee.

Thank you for bringing [redacted]’s complaint regarding the billing of her ViaSat account to our attention.   The Customer Agreement signed by [redacted] on November 26, 2016 states that monthly service and lease fees are payable in advance. Customers are also made aware of this at...

the time of the sale.    On May 15, 2017, [redacted] contacted ViaSat to discuss the connectivity of her ViaSat account. During this conversation the ViaSat representative informed [redacted] that a service call was necessary; however, [redacted] requested the disconnection of her ViaSat account. [redacted] was then educated about the early termination fees of approximately $285 upon disconnection of her ViaSat account. Subsequently per [redacted]’s request her ViaSat account was disconnected on this date.   [redacted] contacted ViaSat on June 19, 2017 regarding the lease recovery equipment kit, as she had not received it. During this conversation the ViaSat representative advised [redacted] that once her leased ViaSat equipment had been returned the outstanding balance of $569.03 would be waived. We apologize for any misinformation that [redacted] may have received during this conversation.   As of today, July 13, 2017 ViaSat has yet to receive [redacted]’s leased equipment. [redacted] was responsible for returning ViaSat’s modem and transceiver within 30 days after disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A UPS box with a prepaid return shipping label was to be delivered to her home address within a week after her disconnection, and it included return instructions.   Currently, [redacted] has a past due balance of $569.03 which includes the early termination fees of $269.03 and non-returned equipment fees of $300.00.   In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to waive the charges of $269.03 for the early termination fees. ViaSat is unwilling to waive the fees associated with the leased equipment until the equipment has been returned. Once the equipment has been returned, ViaSat will agree to waive the fees associated with the non-returned equipment.    If Ms. Thomson needs new shipping labels and boxes sent to her, she may contact ViaSat’s 24-hour Customer Service department at [redacted].     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,
Kenneth Nickerson