ViaSat, Inc.

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] contacted ViaSat on May 13, 2016 to request the disconnection of her ViaSat account. During this conversation, Ms. [redacted] was...

advised that the account was disconnected; however, due to a system error the account remained active.  Upon receipt of Ms. [redacted] Revdex.com complaint, ViaSat looked into the error occurring while attempting to disconnect her account. This error has since been resolved, and her account has been disconnected as of today, July 29, 2016. Additionally, the past due balance of $112.28 has been waived, and is not owed by Ms. [redacted]. Her account has not been sent to any outside collections agencies, and when her bill cycles on August 20, 2016; her account balance will be zero.  Again, we apologize for any confusion or frustration this situation may have caused. 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

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   On April 16, 2016, [redacted] created a new account as he was moving to a new location.  At the time a customer chooses to move their...

services, a new 24-month Customer Agreement is required. This is advised to each customer at the time of the new connect. Additionally, 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 [redacted]’s electronic signature on the Customer Agreement dated April 25, 2016.      [redacted] contacted ViaSat on August 2, 2017, to request the disconnection of his ViaSat account as he had alternate services.  During this conversation, [redacted] was educated on the disconnection process including the leased equipment return policy, and the early termination fees. Subsequently, on August 28, 2017, ViaSat collected $126.04 from [redacted] for the early termination fees.   Given this information, ViaSat does not agree to refund any charges collected for the early termination of his ViaSat account as these charges are valid.  As Ms. Gordon has returned his leased ViaSat equipment, no further charges shall occur on his account.   Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to our attention. The Customer Agreement provided to each new customer, and signed by Mr. [redacted] on December 5, 2017 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] was receiving Viasat’s Unlimited Data Silver 25 service plan at $100 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy  available at exede.com/legal.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.On March 7, 2018, Mr. [redacted] contacted Viasat in regards to experiencing slow speeds. The Viasat representative assisting him rebooted his modem and advised that he had reached 150 GB, but that his usage would reset the next day. Mr. [redacted] requested information about his contract, and he was advised that he was still within contract.On March 12, 2018, Mr. [redacted] contacted Viasat in order to request a disconnection of services. He was offered troubleshooting by the Viasat representative assisting him, but Mr. [redacted] declined. The representative correctly advised Mr. [redacted] that Viasat does not provide a prorated refund for services regardless of when service is disconnected. The representative offered a $49.99 credit for the inconvenience Mr. [redacted] experienced with the previous representative, and Mr. [redacted] accepted.At this time, Viasat does not agree to waive the full early termination fee balance due to being unable to troubleshoot Mr. [redacted] service for issues, as required per the Customer Agreement. In order to bring this complaint to resolution, Viasat will agree to waive half of the balance of the early termination fees. Mr. [redacted] will still be responsible for approximately $150, not including any credit that he may have received. Viasat also does not agree to provide a prorated refund for services, as Mr. [redacted] was offered a future dated disconnect and declined the offer. 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, 2015/06/30) */
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.

Complaint: [redacted]
I am rejecting this response because:This company in their response has shown that there is a problem with their service. A customer has to call and complain this many times is ridiculous. It's funny that they did not indicate the severity of the issues until we pointed it out in our last response. They didn't tell you that before they tested service they gave additional data in plan to see if that was the issue. They determined that service was still poor even with sufficient data and me going over wasn't t the issue. In fact service was slow on blue sky days also. They also stated on taped line that other customers in area were experiencing the same problem that WASN'T weather related. I'm am requesting a transcript of all recorded conversations between myself and this company for this account. 
Sincerely,
[redacted]

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

Per ViaSat’s previous reply the refund was issued and should have been received within three to five business days. However, due to the holiday, the refund was issued on January 6, 2015. ViaSat stands behind our previous reply that we will waive half of the early termination fees of approximately $105, not including taxes. The early termination fees will therefore be approximately $52.50, not including taxes. This charge will occur on January 28, 2016. We believe this is an applicable and reasonable response. Thank you!

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]

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 [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. The Customer Agreement signed by [redacted] on March 02, 2008 states that monthly fees are payable in advance.  Customers are also made aware of this...

at the time of the sale.  Regarding the charges to [redacted] ViaSat account, ViaSat attempted collected an advanced payment for the monthly services on February 4, March 4, and April 4, 2016. However, each time ViaSat was unsuccessful at collecting these payments. On January 18, 2016 [redacted] contacted ViaSat to discuss moving her ViaSat outdoor unit. During this conversation, the representative advised [redacted] that she would need to upgrade her services from WildBlue to Exede in order to get a technician to her location. [redacted] declined this offer and advised the representative that she would hold off on upgrading her services and obtaining a service call, but would call back at a later date. ViaSat received contact from [redacted] again regarding the moving of her ViaSat outdoor unit on February 12, 2016. Again, during this conversation [redacted] was advised that she would need to upgrade her account; however, she once again declined this offer. On March 7, 2016 [redacted] contacted ViaSat to discuss the disconnection of her ViaSat account as she believed it was to have been disconnected prior to this date. During her conversation with the representative, [redacted] was advised that a goodwill credit would be applied to her account for the $86.55. Due to an error, [redacted] ViaSat account was not properly disconnected at this time and subsequently leaving a remaining balance on [redacted] account for $86.94. In order to bring resolution to this complaint, ViaSat has applied a goodwill credit of $86.94 to [redacted] account. This will bring [redacted] account balance to zero and no further charges shall occur. If [redacted] as any additional questions or concerns regarding her ViaSat account, please have her contact ViaSat 24-Hour Customer Service Department at [redacted]. 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, signed by Mr. [redacted] on January 17, 2015 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 return this equipment will result in an unreturned equipment fee of $300.00, not including taxes. Customers are reminded of this when they choose to disconnect their service, and ViaSat supplies customers with a prepaid UPS box with illustrated instructions for the return of this equipment. This box is typically delivered to a customer’s home address, or a shipping address of their choosing, within a week after the disconnection of the account.
Our records show Mr. [redacted] called ViaSat March 16, 2016 to disconnect his account, at which time he was reminded of his signed Customer Agreement, the early termination fees, and the equipment return requirements. Per his request, a service call was ordered for Mr. [redacted] so a technician could assist him with the removal of the transceiver, and scheduled for March 24, 2016.
ViaSat’s technician went out to Mr. [redacted] home on March 24, 2016, as scheduled; however, Mr. [redacted] was not home. Mr. [redacted] called ViaSat on March 25, 2016 to reschedule his appointment to March 26, 2016.
Once again, the ViaSat technician went out to Mr. [redacted] home, at which time it was determined that the technician did not have a high enough ladder to reach Mr. [redacted] roof. When the technician advised Mr. [redacted] that he would have to pay for the technician to rent a higher ladder, he refused. ViaSat’s technicians are not required to carry 32’ ladders. Mr. [redacted] was advised that he would be charged for not returning the transceiver if it was unable to be removed. The service call was rescheduled for March 29, 2016.
On March 29, 2016, ViaSat’s technician went back out to Mr. [redacted] home, at which time he was able to successfully remove the transceiver from the dish and delivered to Mr. [redacted] to ship back to ViaSat.
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] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the point of sale, customers are advised that the speed of service is not guaranteed and may vary. Due to the nature of satellite-based internet service, there are...

many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. During “peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s network. Customers are made aware of ViaSat’s Data Allowance Policy, and the 24-month minimum service term agreement at the time of sale. Each of these points are also addressed in the customer agreement signed by you on March 19, 2016 and available at exede.com/legal. We apologize if you feel these points were not communicated to your satisfaction. In order to arrive at a resolution, Mr. [redacted] spoke with ViaSat’s Corporate Care team on March 26, 2016 and they agreed to waive Mr. [redacted] early termination fees. Mr. [redacted] will still be responsible for sending back the two required pieces of equipment that was discussed at the time of disconnection. Should Mr. [redacted] have any questions or concerns he can contact customer care at any time 866-945-3258. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing Ms. [redacted]’s complaint to ViaSat’s attention. We apologized for any confusion or frustration this situation might have caused. The Customer Agreement signed by Ms. [redacted] on February 25, 2012 states that monthly service and lease fees are payable in advance.  Customers...

are also made aware of this at the time of the sale.  Ms. [redacted] contacted ViaSat on April 28, 2017 to request the disconnection of her ViaSat account. During this conversation, Ms. [redacted] was educated on the disconnection disclosures including the equipment return policy. On this same date, ViaSat collected $60.68 from Ms. [redacted] for the advance monthly services.  In order to bring this complaint to resolution, ViaSat will agree to refund Ms. [redacted] the $60.68 collected on April 28, 2017. The refund of $60.68 was issued to the payment method on file as of May 2, 2017. The refund should be received by Ms. [redacted] within three to five business days. If Ms. [redacted] has any additional questions or concerns, please have contact ViaSat’s 24-hour Customer Service at [redacted].Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] rebuttal to our attention. In ViaSat’s previous reply, we informed Mr. [redacted] that his current connectivity issues were directly related to his breach in the Data Allowance Policy. As of today, May 12, 2016, Mr. [redacted] has used 17.9 GB of his 10 GB plan. 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.  Between March 20, 2016 and April 20, 2016 (usage reset date), Mr. [redacted] used 45.7 GB of his purchased 10 GB plan. Mr. [redacted] usage is scheduled to reset on May 20, 2016. Mr. [redacted] services are also currently being affected by a weather outage. 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] does have the ability to transition his service plan, purchase additional usage (1 GB at $9.99), or utilize the Late Night Free Zone. If the Exede 10 GB plan is not a sufficient plan for Mr. [redacted], ViaSat’s new Liberty service plans are available in his area. The Liberty plans provide customers with a monthly Priority Data allowance with download speeds of up to 12 Mbps and upload speeds of up to 3 Mbps, and a Liberty Pass, which offers customers download speeds up to 1-5 Mbps once they have exceeded their monthly Priority Data. The following plans are currently available to Mr. [redacted]: Liberty 12GB - $69.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 18GB - $ 99.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 30GB - $ 149.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 12 GB Boost 25 – WiFi, $79.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 18 GB Boost 25 – WiFi, $109.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Liberty 30 GB Boost 25 – WiFi, $159.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Essential 10 GB Boost 25 WiFi - $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee.Essential 10 GB - $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. Since his installation on October 12, 2012, ViaSat has been to Mr. [redacted] location on eight separate occasions to resolve his connectivity issues: June 5, 2013 – Modem replaced, $95.00 DiscountDecember 4, 2013 – Quality of Installation Inspection, $95.00 Discount December 16, 2014 – Dish Repeaked and Pointed, $95.00 Discount September 24, 2015 - Dish Repeaked and Pointed, $95.00 DiscountNovember 7, 2015 - Dish Repeaked and Pointed, $30.00 DiscountJanuary 20, 2016 – Wiring replaced, Dish Grounded, Speed Tests performed (10 Mbps download), $95.00 Discount April 6, 2016 – Performance Follow Up, No charge May 4, 2016 – Dish  replaced, No charge Mr. [redacted] account was flagged this year on our Poor Performance Installation List (PPIL) and therefore, on April 6, 2016, a ViaSat technician went to Mr. [redacted] home to determine the issues he may have been experiencing. Since installation, Mr. [redacted] has been credited a total of $924.82 as a gesture of good faith due to his service issues. Provided this information, ViaSat believes this complaint has been resolved, and does not agree to provide Mr. [redacted] with any further service credits. Mr. [redacted] may contact ViaSat’s customer service department if he feels our services are not meeting his needs and wishes to disconnect his ViaSat account. ViaSat’s 24-Hour customer service department may be contacted at [redacted].Thank you.

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.

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.

Complaint: 11032579
I am rejecting this response because:
Problem:We started with Viastat under the agreement that we would not be under any form of contract. The sales person told me several times confirming it that we would not have a contract. Come to find out, when I did try to cancel this awful service, that we are locked in for 2 years and would have to pay $150.00. I would like out of my "contract" that I never agreed to in any shape or form. We have had this service unplugged for 2 months since it just slows down out cell phones when internet is on. I just want out and I don't believe we should have to pay anything if they honor our original agreement.Desired Outcome:Cancel service at no charge
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/07/08) */
Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Mr. [redacted] is currently on the Exede 12- 10 gigabyte plan which allows him 10 gigs each month. If Mr. [redacted] goes over...

the 10 gigabytes his service will be slowed unless extra gigabytes are purchased on the account. Mr. [redacted] bill cycle date is the 20th of each month and on that day the gigabytes will reset to 0 giving him full speeds. Currently Mr. [redacted] is over his allotted gigabytes which are causing his slow speeds. When Mr. [redacted] is not over his allotted usage his service speeds are above the advertised speed. ViaSat advertises speeds up to 12 Mbps and when ViaSat ran a speed test for Mr. [redacted] he was getting 19 down and 4.77 up which is great. Should Mr. [redacted] wish to disconnect the account he will be responsible for the early termination fees according to the signed customer agreement that ViaSat has on file. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/07/30) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any issues he may have experienced with ViaSat's Data Allowance Policy.
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. Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on July 6, 2015 (also available at exede.com/legal). Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage.
Mr. [redacted] is currently receiving ViaSat's Essential 10 GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan offers customers 10 GB of monthly priority data, and provides customers with an Early Bird Free Zone, from 3:00 AM to 8:00 AM, local time, during which unmetered service is provided at no extra cost. Customers also have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so.
Our records show Mr. [redacted] contacted ViaSat's Sales Department on June 22, 2015 to inquire about the Exede Internet service. During this conversation, the ViaSat sales representative asked Mr. [redacted] what he used the internet for, at which time he advised that he mostly used it for emails, shopping, social networking, YouTube, and paying bills. Mr. [redacted] also advised the sales representative that, on rare occasions, he used the internet for streaming radio, watching life webcam feeds, and playing online games. Based on Mr. [redacted]'s information, the ViaSat representative suggested ViaSat's Essential 10 GB service plan, and explained the Data Allowance Policy to him. Mr. [redacted] agreed to the service, and moved forward with finalizing his order.
ViaSat received a call from Mr. [redacted] on July 21, 2015, at which time he requested the disconnection of his account with his contract voided because he felt he had been misled at the point of sale regarding his data usage. During this conversation, the ViaSat representative advised Mr. [redacted] that there was potentially a program on his computer that was performing backup storage every three days. The representative also advised Mr. [redacted] that the early termination fees would be applicable if he disconnected his service, but that they would be willing to waive half of the charge. Mr. [redacted] declined this offer and advised he would call back towards the end of his billing cycle to disconnect the account.
Our review of Mr. [redacted]'s data usage shows that he has used 8 GB out of his 10 GB allotment as of July 30, 2015. The majority of this usage has gone towards social networking, web browsing, other traffic (e.g., speed tests, software updates, secure connections, etc.), media (e.g., YouTube, Sirius XM, etc.), storage (e.g., cloud storage, file transfers, etc.), system updates, and communications (e.g., email, audio/video chat, instant messaging, etc.).
ViaSat does not agree to waive Mr. [redacted]'s early termination fees in full; however, in order to come to a resolution regarding this complaint, ViaSat is willing to honor the waiver of half of the fees, as offered to Mr. [redacted] during the July 21, 2015 conversation. Mr. [redacted] is responsible for returning ViaSat's modem and transceiver within 30 days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return.
If Mr. [redacted] would like to move forward with the disconnection of his account, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket no. XXXXXXXX.
Thank you for the opportunity to respond.