ViaSat, Inc.

Thank you for bringing Ms. [redacted]s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. The $99.99 that was collected was the first payment collected for install. We apologize if this was not communicated to Ms. [redacted]s. At this time ViaSat has issued back two...

refunds to Ms. [redacted]s both for $99.99 with one being by mistake. These refunds were processed on January 4, 2016 and Ms. [redacted]s should see both refunds in 3-5 business days. Once Ms. [redacted]s receives the refunds she will want to call ViaSat back at ###-###-#### to pay back the $99.99 that was accidentally refunded to her so that way she is not charged in the future. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/09/21) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she may have experienced with ViaSat.
Customers are required to review and agree to the installation plan with the technician prior to the...

installation of the equipment. In addition, section 2.3 of the Customer Agreement, signed by Ms. [redacted] on June 25, 2015 and available at exede.com/legal, states, in part, "You confirm that you have reviewed the installation plan and agreed to any associated charges."
Our records show she ordered service through DirecTV, an authorized seller of ViaSat's service, on June 22, 2015. The service was installed on a pole mount on June 25, 2015.
ViaSat first heard from Ms. [redacted] regarding this issue on July 14, 2015. During this conversation, Ms. [redacted] requested the disconnection of her account due to her dissatisfaction with the pole mount installation. At this time, the ViaSat representative advised Ms. [redacted] that she would be charged early termination fees if she disconnected her account; however, after some discussion, it was agreed that ViaSat would send another technician out for a site survey, and that Ms. [redacted]'s early termination fees would be waived if it was determined that the dish could not be installed elsewhere on the property.
ViaSat's technician went out to Ms. [redacted]'s home on July 15, 2015, at which time it was, in fact, determined that there was no other place for line of site on her property. Ms. [redacted] was advised by the technician to contact ViaSat's 24-hour Customer Service Department in order to disconnect her account.
ViaSat did not receive any further contact from Ms. [redacted] until August 5, 2015, when she requested to speak to a specific representative at ViaSat's Corporate Office; unfortunately, the representative was unavailable to Ms. [redacted] at this time. Ms. [redacted] declined to speak to any other representative regarding her concerns.
Ms. [redacted] did not call ViaSat back until September 13, 2015 because she was experiencing a connectivity issue. At this time, Ms. [redacted] agreed to another service call. This service call was cancelled on September 15, 2015, per Ms. [redacted]'s request, because she planned on disconnecting the ViaSat service.
In order to come to a resolution, ViaSat will honor the originally agreement made on July 14, 2015, and waive Ms. [redacted]'s early termination fees if she chooses to move forward with the termination of her service. Ms. [redacted] will be 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 [redacted] 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.
Customers are required to only return their ViaSat modem and transceiver. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for uninstallation assistance or the removal of the dish is associated with a chargeable fee.
As Ms. [redacted] did not provide ViaSat with the opportunity to resolve her connectivity issues, ViaSat does not agree to refund her monthly service fees of $60.83 paid to ViaSat on August 28, 2015.
If Ms. [redacted] would like to move forward with the disconnection of her account, she [redacted] 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.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. On May 2, 2016 Ms. [redacted] contacted ViaSat as she was charged $344.00 for early termination fees that a previous ViaSat representative...

offered to waive. As Ms. [redacted] was not to be charged this fee, on May 13, 2016, ViaSat issued a refund of $344.00 to the payment method on file. On July 28, 2016, ViaSat received the chargeback from Ms. [redacted] bank (dated from April 28, 2016) for the $344.00 charge collected on April 28, 2016, but refunded on May 13, 2016. Ms. [redacted] did send ViaSat her bank statements as she stated she did not submit a chargeback. However, upon review of the statement provided by Ms. [redacted], ViaSat’s charge of $344.00 showed on her banking history on April 29, 2016, and the bank submitted a provisional credit to her account on May 2, 2016 for the $344.00. Further on her bank statement provided, on May 16, 2016, Ms. [redacted] was given a refund of $344.00. Due to this information, ViaSat charged Ms. [redacted] $344.00, we refunded the $344.00, and her bank submitted a chargeback for the $344.00. Ms. [redacted] therefore received $688.00 back to her bank. As ViaSat already issued a refund for the charge, and Ms. [redacted] submitted the charge back through her bank, ViaSat sent Ms. [redacted] account to our outside collections agency in an effort to collect on the outstanding balance for the additional $344.00 she received. ViaSat did not report the delinquent balance to any credit reporting bureaus. If Ms. [redacted] would like to resolve this balance she may contact ViaSat’s 24-Hour Customer Service at ###-###-#### and make a onetime payment for the $344.00. Once received, ViaSat will remove Ms. [redacted] account from the outside collections process. 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.
I shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything.
Sincerely,
Sukey [redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms. [redacted] on January 23, 2018, 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.   Because of these many variables, Viasat cannot guarantee any particular speed to you.  Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Bronze 12 service plan provides unlimited data usage at regular speeds up to 12 Mbps. The service is optimized for streaming at small screen quality or 360p.On February 24, 2018 Ms. [redacted] contacted Viasat multiple times in order to determine if there was a grace period for her contract, as well as to request disconnection of her services. She was advised that Viasat does not offer a grace period for cancelling a contract, and was advised of the early termination fees should she choose to continue with the disconnection. Ms. [redacted] stated that she had not received over 1 Mbps since her installation. When a Viasat representative reviewed Ms. [redacted] systems, it was determined that a weather outage was affecting her service. Ms. [redacted] was advised of troubleshooting steps to perform after the outage. There has been no contact from Ms. [redacted] since that day.A review of Ms. [redacted] account performed on February 26, 2018 shows that Ms. [redacted] is receiving speeds well within the range of her service plan. At this time, Viasat does not agree to waive the full early termination fees should Ms. [redacted] choose to disconnect, nor do we agree to refund the $63.29 charged for the first month of service. In resolution to this complaint, Viasat will agree to waive half of the early termination fees should Ms. [redacted] choose to disconnect her Viasat services. If Ms. [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. 27016988. She may also contact Customer Care for any further questions or concerns. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/12/21) */
Thank you for bringing Mr. [redacted]' complaint to our attention. We apologize for any issue 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 also addressed on the first page of the Customer Agreement, signed by Mr. [redacted] on April 29, 2014 (also available at exede.com/legal). Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. This means that web pages and email will take significantly longer to load and most other internet activities will not work. The 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. Customers have the choice to purchase additional data under ViaSat's Buy More option at $9.99 per 1 GB on an as-needed basis, but are not required to do so. Alternatively, customers may utilize ViaSat's Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost.
Mr. [redacted] is currently receiving ViaSat's Exede 10GB service plan at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides a 10GB monthly data allowance, download speeds up to 12 Mbps, and upload speeds up to 3 Mbps. 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 May 16, 2015 regarding the speed of his service. During this conversation, the ViaSat representative guided Mr. [redacted] through troubleshooting before performing an internal speed test on Mr. [redacted]' modem. The results of this test showed that Mr. [redacted] was receiving above-advertised speeds for both download and upload. Mr. [redacted] ran a speed test on his own computer through his wireless router, at which time it was determined that the speeds on his end were slower, but still within acceptable range. However, as Mr. [redacted] was dissatisfied, the ViaSat representative offered him a service call and a goodwill credit of $25.00. Mr. [redacted] accepted both offers. ViaSat's technician went out to Mr. [redacted]' home on May 18, 2015, at which time his dish was realigned and some connectors were replaced.
ViaSat was not contacted again by Mr. [redacted] until August 8, 2015, when he called in because he was experiencing slow speeds. At this time, Mr. [redacted] was advised that there was congestion on the network in his area that was impacting his services, and was provided with another $25.00 goodwill credit for the inconvenience.
On September 2, 2015, Mr. [redacted] called ViaSat because the majority of his 10GB monthly data allowance. During this conversation, Mr. [redacted] advised that he was using the internet service to record and stream movies on his Smart TV. At this time, the ViaSat representative reminded Mr. [redacted] of the Data Allowance Policy and high causes of usage, and educated him on how he could manage and monitor his data usage throughout the month.
ViaSat received a call from Mr. [redacted] on December 15, 2015 because he'd exceeded his data, and wanted a manual reboot of his modem.
Our records show Mr. [redacted]' data for this billing cycle (December 1, 2015-January 1, 2015) shows that his 10GB monthly data allowance went towards web browsing, marketplaces (e.g., app stores, eReaders), media (e.g., Netflix, Spotify, DirecTV OnDemand etc.), communications (e.g., instant messaging, email, audio/video calls and chats, etc.), social networking, storage (e.g., cloud storage and online backups, file transfers, etc.), and system updates. His usage is scheduled to reset on January 1, 2015.
If Mr. [redacted] chooses to move forward with the disconnection of his account, ViaSat does not agree to waive any portion of his early termination fees.
Thank you for the opportunity to respond.

Thank you for bringing [redacted] rebuttal to our attention.
Unfortunately, due to an error, [redacted] early termination fees were not waived as promised in ViaSat’s initial response. Subsequently, on June 28, 2016, ViaSat collected a payment of $363.94 for her early termination fess ($344.50), a month of Exede Voice services ($15.48), and applicable taxes ($3.96). We apologize for any frustration this may have caused [redacted] to experience.
As resolution to this complaint, ViaSat has issued a refund of $363.94 as of July 25, 2016. It will take [redacted] 3-5 business days from the issue date for her to see it deposited into her account.
Thank you for the opportunity to respond.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be terminating service on 4/9/17 to make sure it is cancelled by 4/12/17! 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My concern is they state they will pull my case from collections. I want to have clarification that my account balance with them is $0.00 and I will no longer have any ties with them.Yes I see where they state in my contract I am liable. I do have to state that on the call of disconnect I asked the agent at the time if I was in the limit to cancel and not be charged any further. The agent said yes. Aug 28th. 2016... Why didnt the agent state my new billing cycle started the same day Aug 28th 2016. Frustrating.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/25) */
Thank you for bringing Ms. [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 24-month minimum service term commitment and the early...

termination fees. ViaSat requires a valid payment method to be on file for automatic payments each month. When Ms. [redacted] signed the customer agreement on September 1, 2014 she authorized ViaSat to use the payment method on file for monthly charges, early termination fees, and non-returned equipment fees. The charge of $193.55 was for early termination fees and is a valid charge. ViaSat will not be issuing a refund for the early termination fees or the NSF fees as this was a valid charge. As of today August 25, 2015 ViaSat has yet to receive the equipment back and there are 2 charges of $150.00 each pending to charge to the account. Thank you for allowing ViaSat 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 15, 2017 commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the...

Voice service. Early termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.  Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Mr. [redacted] services were initially installed on December 15, 2017. Mr. [redacted] first contact to Viasat regarding his services was on January 11, 2018, to request a disconnection. Mr. [redacted] stated that he felt he was misled about Viasat’s services and their limitations, and requested a waiver of his early termination fees. The Viasat representative assisting him advised that there would be no guarantee of a waiver, but that one could be requested for him. Mr. Gardener agreed and the request was placed that same day. Mr. [redacted] account was successfully disconnected on January 12, 2018 by his request. On January 14, 2018, the request for Mr. [redacted] waiver of early termination fees was denied. Mr. [redacted] was then charged on January 16, 2018 in the amount of $344.52 for early termination of his 24-month contract. Viasat was successful in taking payment from the account. On February 15, Viasat’s systems recorded Mr. [redacted] equipment as returned. Due to a systematic error, on February 16, 2017, Mr. [redacted] was charged $318.00 in error for non-return of equipment, as well as a charge of $50.67 for disconnection of his voice services, for a total of $371.71. Viasat was successful in taking the payment. As of January 19, 2018, the $318.00 has been refunded to Mr. [redacted], and he should see the funds in the next three to five business days. In regards to Mr. [redacted] complaint, Viasat does not agree to refund Mr. [redacted] early termination fees, as Viasat was not allowed the chance to troubleshoot his systems as required by the Customer Agreement. 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 Ms. [redacted]s complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. The account is in Ms. [redacted]s name as her information was used as the credit check. Ms. [redacted] was setting this account up for her son [redacted]. ViaSat...

cannot remove the name from the account once the account is created. ViaSat would require Ms. [redacted] to disconnect the account and [redacted] would have to create a new account in his name. As of today February 16, 2017 the account has been disconnected and there is a balance of $361.93 owed for the early termination fees. ViaSat has sent this amount to an outside collection agency on December 5, 2016. If Ms. [redacted] feels that this account should not have been in her name and that she is not responsible for these charges she will need to speak with her Son [redacted] or file a police report for fraud and have the paper work sent over by the investigator to ViaSat’s legal team at [redacted]. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/08/27) */
Thank you for bringing Ms. [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 term...

commitment, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Ms. [redacted] on July 21, 2015 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Per the signed customer agreement ViaSat is authorized to charge the payment method on file for the early termination fees. ViaSat does not have a payment plan for the early termination fees. In order to arrive at a resolution ViaSat has waived off the charge of $373.52 for the early termination fee. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:
They have stated that since the amounts being removed are different, it is not a double charge. They have access to my account as they are the biller and I have provided documentation of the charges since 7/15 that have been removed from my husband's account, with reference #'s. The fact remains that we are being billed to each account monthly.
Sincerely,
Jeanne Gerhardt Cyrus

Initial Business Response /* (1000, 4, 2015/10/27) */
Thank you for bringing Ms. [redacted]'s complaint to ViaSat's attention. We apologize for any confusion or frustration surrounding the Data Allowance Policy.
Customers are made aware of ViaSat's Data Allowance Policy at the time of sale. Our...

Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms. [redacted] on [redacted] 16, 2015, and it is 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.
The monthly 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 usage. This is disclosed in text to all customers immediately below the usage meter on MyExede.net. The ViaSat modem needs to be online to have the monthly usage meter reset.
Ms. [redacted] chatted into ViaSat's customer service department on October 24, 2015 regarding her usage and how she felts it was not being calculated accurately. During her conversation with ViaSat's representative, Ms. [redacted] was advised of her usage, and network devices. Ms. [redacted] was also advised to contact ViaSat's customer service department via telephone to further discuss. However, since this date Ms. [redacted] has made no contact again with ViaSat's customer service department.
In order to bring this complaint to resolution, ViaSat will agree to disconnect Ms. [redacted]'s account with waiver of half her early termination fees. ViaSat does not agree to waive these fees in their entirety as ViaSat does not believe Ms. [redacted] allowed us the opportunity to resolve any issues she may have experienced with the Data Allowance Policy. If Ms. [redacted] would like to accept this offer, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/04) */
Please see attachment
Final Business Response /* (4000, 9, 2015/11/05) */
ViaSat will agree to refund Ms. [redacted] the unused fees associated with her prepaid lease fee. The refund due is $150.00 and will be issued at the time of disconnect. ViaSat will agree to disconnect Ms. [redacted]'s account as of November 15, 2015. At that time, the waiver of half the early termination fees will occur. 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 pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return. Thank you.

We apologize if [redacted] did not receive the welcome email; however, all information listed in the welcome email is also addressed in the customer agreement signed by [redacted] on June 18, 2016. An account cannot be established without the customer’s electronic signature.  ViaSat does not recommend certain gaming with ViaSat’s service. There are many games that will not perform well over ViaSat’s Exede network. This is due to inherent latency and the laws of physics, because the signal has to travel 22,000 miles up to the satellite and 22,000 miles down to Earth again. ViaSat has identified various online games that appear to work well on our network. ViaSat makes every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellites. Many online games will experience a noticeable lag or delayed effect, which is normal and expected with any satellite internet network. ViaSat cannot guarantee that any real-time game will work on the Exede network. In addition, Section 1.1 of the Customer Agreement, clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.” At the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legal. Outside of the modem and transceiver, the customer owns all other equipment and is responsible for its removal. Any service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish. A UPS box with a free return shipping label will be delivered to [redacted] home address within a week after his disconnection, and will include return instructions. [redacted] account was not disconnected due to an error; however, there has only been one attempt by ViaSat to collect payment for $121.14. This payment failed. Per [redacted] request, ViaSat disconnected his account on July 6, 2016 and per our previous reply, ViaSat will waive half of the early termination fees. [redacted] is required to make a payment for the past due balance of $121.14. Also, as stated in ViaSat’s previous response, if [redacted] requires assistance with returning his ViaSat equipment, a lease recovery service call can be scheduled. ViaSat will agree to waive any fees associated with this service call. He may call ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] to schedule this service call. Thank you!

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused her. 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 signed by Ms. [redacted] on March 14, 2016 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. During "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s network. ViaSat tends to have more customers utilizing the network during peak times which are typically 8:00 PM to 12:00 AM, local time, but may vary depending on the area.  Customers are also advised that use of multiple devices with our service may result in slower speeds. In order to arrive at a resolution ViaSat has waived the early termination fees from the account. Ms. [redacted] will want to make sure the equipment is sent back using the prepaid shipping label and box that she will receive courtesy of UPS. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing [redacted]’s complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation might have caused.   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.   Between August 1, 2017 and September 20, 2017, [redacted] contacted ViaSat on six separate occasions to discuss the connectivity of her ViaSat account. On September 20, 2017, [redacted] contacted ViaSat via chat as she stated that the services were not working, but that she was unwilling to pay for a service call.   In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat is willing to offer [redacted] a free service call should she wish to have her service issues reviewed. If she does, please have her contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted]. Additionally, a goodwill credit of $79.99 has been applied to [redacted]’s account as a gesture of good faith.   Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/10/22) */
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 term...

commitment, and the early termination fees. Each of these points are also addressed in the customer agreement signed by Mr. [redacted] on September 9, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. ViaSat records all calls for quality assurance purposes so ViaSat was able to pull Mr. [redacted]'s sales call. After reviewing the sales call ViaSat has determined that Mr. [redacted] did advise the agent that his kids did use the service for gaming purposes; however, the agent did advise Mr. [redacted] of the correct speeds and stated that the service may not work for online gaming. In order to arrive at a resolution ViaSat has waived off the balance of $410.11 from the account leaving a $0 balance on the account. If Mr. [redacted] has not sent back the equipment he will want to make sure he does using the prepaid shipping box and label to avoid any future charges. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company, EXEDE, is predatory and uses unethical business practices in an attempt to trap customers in an "all or nothing" situation with no recourse or "fair use period" or cancelation period. They threaten you and challenge you that if cancel even after the first day you will have to appeal to their legal department and will have to pay for your entire contract period. This is completely unethical and un-AMERICAN!! The operator said when ordering that if the dish cannot pick up the signal and deliver quality internet, then the installer will let us know and not proceed. He proceeded anyway. Here is a screenshot of the upload/download speed. Completely unacceptable!!!

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 and the 24-month minimum service term commitment. Each of these points are also addressed in the...

customer agreement signed by Ms. [redacted] on November 13, 2014 and available at exede.com/legal. We apologize if Ms. [redacted] feels these points were not communicated to her satisfaction. ViaSat does record all calls for quality assurance and was able to go back to the original sales call. The sales rep went over full disclosures with Ms. [redacted] including the 24 month service term commitment. At this time ViaSat does not agree to waive any early termination fees from the account. Should Ms. [redacted] wish to disconnect she will pay $15 for each remaining month left in the contract which at this time there is 11 months remaining. The total for early termination fees would be $165 not including taxes. Thank you for allowing ViaSat the opportunity to respond.