ViaSat, Inc.

Thank you for bringing Ms. [redacted] rebuttal to our attention. 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 www.account.viasat.comPer our previous response, Viasat has conducted reviews of Ms. [redacted] data usage to determine the source. A review of Ms. [redacted] account by Viasat’s data dispute team on February 20, 2018 reveals that a download was performed that caused the usage of Ms. [redacted] monthly data. The site that the download was taken from was a secured site, to which Viasat has no visibility into for the safety and security of our customers. As of a review completed on February 22, 2018, Ms. [redacted] has used 155.20 GB out of 160 GB (150 GB monthly data limit, plus an additional 10 GB given as a goodwill), with a reset date of February 28, 2018. Approximately 96% of the data consumed has been used on web browsing, which Ms. [redacted] may view in her browser or download histories. On January 31, 2018, approximately 139 GB were used on downloading. Ms. [redacted] is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat feels that all appropriate actions have been taken. Viasat does not agree to waive Ms. [redacted] full early termination fees should she choose to disconnect. In an offer of goodwill, Viasat will agree to waive half of the early termination fees. If Ms. [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted].Thank you for the opportunity to respond.

Initial Business Response /* (1000, 9, 2015/07/29) */
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 28, 2015 Ms. [redacted] contacted ViaSat's customer service department to discuss the...

disconnection of her account. During this conversation, Ms. [redacted] was advised that due to no line of sight the early termination fees would be waived; however, that she would 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 UPS box with a pre-paid return shipping label was delivered to her home address within a week after her disconnection, and included illustrated instructions on what equipment she needed to return. However, on June 13, 2015 ViaSat only received the leased modem and not the leased transceiver.
The Customer Agreement signed by Ms. [redacted] on February 23, 2015 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. Therefore, on July 24, 2015 Ms. [redacted]' payment method was charged $161.34 for failure to return the leased transceiver.
If Ms. [redacted] wishes to return the leased transceiver ViaSat will ensure that a refund of $161.34 is issued to her payment method on file. ViaSat will request that an additional UPS box with pre-paid return shipping label is delivered to her home address. Once the transceiver has been shipped and returned, please have Ms. [redacted] contact ViaSat's customer service department at XXX-XXX-XXXX to request the refund of $161.34.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 11, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything piece of equipment that I had was returned. Their tech that came out, took the equipment that they are referring to. Because the service was being cancelled due to deceptive practices on viasats part, I told him not to do anything else and to take their equipment. He is in possession of said equipment and not I. I would like a refund of money illegally obtained ASAP. This Company has done nothing but deceive and take advantage of me since the order was placed. They knowingly put service in despite the knowledge that it wouldn't work. And now they are taking advantage by taking money of out my account without my knowledge!
Final Business Response /* (4000, 13, 2015/08/03) */
Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. Ms. [redacted] was charged an unreturned equipment fee of $161.34 per the Customer Agreement signed by Ms. [redacted] on February 14, 2015. With the new information provided by Ms. [redacted] ViaSat will issue a refund for the $161.34 collected. We apologize for any confusion or frustration this situation may have caused. Thank you.

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.

Thank you for bringing Mr. [redacted] complaint to our attention.
Mr. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare 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.
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. Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr. [redacted] on November 14, 2017 and available at exede.com/legal, that speeds may vary and are not guaranteed.
Mr. [redacted] has contacted Viasat numerous times between November 14, 2017 and January 29, 2018 regarding his speed concerns. During this timeframe, Mr. [redacted] was guided through troubleshooting and informed of network congestion in his area numerous times. On January 10, 2018, Mr. [redacted] was offered and accepted a goodwill credit of $25.00. A service call was ordered for him on January 29, 2018 and scheduled for completion today, January 31, 2018.
Our review of Mr. [redacted] modem diagnostics shows that he is located in an area with high network congestion, which may cause him to experience slower speeds. During "peak periods,” subscribers may experience slower download speeds depending on the congestion of the network. Viasat tends to have more customers utilizing the network during peak times. Peak periods are typically 5:00 PM to 2:00 AM, local time, but may vary depending on the area.
As a gesture of goodwill, Viasat has applied a discount of $25.00 off Mr. [redacted] bill per month for the next three months.
Thank you for the opportunity to respond.

[redacted] I do not accept this as the internet went out 24 hrs after they worked on it and when I called they stated that it was a outage...well the outage must be on again as I have no internet...I was lucky it worked for 48 hours this time. I have not been able to call as I have had doctors appointments and when I tried to call was on hold for a long period of time. My  question would be why did not the tech working on this equipment do a modem upgrade? It seems that that they can not or will not solve this problem. They like to read a statement about charging you to fix the problem...maybe someone should inform them that is a contract and there is such a thing as breach of contract.

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!!!

Initial Business Response /* (1000, 5, 2015/06/04) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any issue she [redacted] 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 Mike [redacted], the account holder, on April 28, 2015 and also available at exede.com/legal. Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage. 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 [redacted] 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.
At the time of sale, customers are made aware of ViaSat's equipment lease requirements. This point is also addressed in the Customer Agreement. When ordering service, customers are given the opportunity to select one of the following equipment lease plans available:
Monthly Lease Fee - Requires the customer to pay $9.99 a month for their leased equipment.
Prepaid Lease Fee - Requires the customer to pay a one-time upfront fee of $199.99, with no additional monthly fee for the 24-month minimum service term. At the end of the 24-month minimum service term, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $9.99 a month for the remainder of their time with ViaSat.
Review of the account shows that the $9.99 monthly lease fee was selected at the point of sale.
Ms. [redacted] contacted ViaSat via online chat on [redacted] 12, 2015 because she had reached 70% of her data. During this conversation, the ViaSat representative advised Ms. [redacted] that her usage had gone towards web browsing, file sharing (e.g., BitTorrent, peer-to-peer sharing, etc.), and media (e.g., Netflix, YouTube, Spotify, music or audio downloads, etc.). When Ms. [redacted] inquired about disconnecting, she was reminded of the signed Customer Agreement and early termination fees. The Customer Agreement obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply.
ViaSat received an email from Ms. [redacted] on June 1, 2015 regarding her usage. The responding ViaSat representative reminded Ms. [redacted] of the Data Allowance Policy, and advised her to call in for further information regarding her data.
Our review of Ms. [redacted]'s account shows that her usage reset to zero on June 1, 2015. As of June 4, 2015, she has only used 0.8 GB out of her 10 GB monthly data allowance (8%)not the 80% she asserts in her complaint. The majority of this 0.8 GB has gone towards file sharing, web browsing, and social media (e.g., Facebook, Twitter, etc.). Ms. [redacted] currently has 9.2 GB available to her for the month.
ViaSat does not agree to waive Ms. [redacted]'s early termination fees of approximately $345.00 in full if she chooses to move forward with the disconnection of her account. However, in order to come to a resolution regarding this complaint, ViaSat is willing to waive half of the charge, leaving her responsible for a charge of $172.50.
If she would like to move forward with the termination of her service, Ms. Dicksen [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.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sale did not go as it should have, despite what ViaSat assumes. We did not receive an email with paperwork/contract until after the install, were not informed of all details ahead of time, and misled about usage. That is neither here nor there now, as it is my word against theirs and they were not here. So, basically I am stuck with internet for two years that is slow most of the time and that I feel I have to be afraid to really use. No one should be forced to keep a service that they just are not happy with. I appreciate the offer of waiving half of the termination fee; however, I cannot afford that at all.
Final Business Response /* (4000, 9, 2015/06/22) */
Thank you for bringing Ms. [redacted]'s rebuttal to our attention.
ViaSat feels that the waiver of half off Ms. [redacted]'s early termination fees of approximately $345.00 is a reasonable resolution to Ms. [redacted]'s complaint. Ms. [redacted] can move forward with the termination of her account at any time by contacting 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 Mr. [redacted] complaint to our attention. We apologize for any frustration 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 September 12, 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.
Mr. [redacted] is currently receiving ViaSat’s Exede 25GB plan at $129.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with a 25GB monthly data allowance and a Late Night Free Zone between 12:00 AM and 5:00 AM, local time, during which unmetered service is provided at no additional cost. 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.
ViaSat provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.net. ViaSat does not support third-party data trackers and cannot verify their accuracy.
Our records show Mr. [redacted] contacted ViaSat via email on February 12, 2016 regarding his data usage. In response, the ViaSat representative reminded Mr. [redacted] on the Data Allowance Policy, and advised him to call in for further information regarding his usage.
Review of Mr. [redacted]’s usage during his January 16, 2016-February 16, 2016 billing cycle shows that he exceeded his monthly data usage on February 7, 2016. The following days are when he used the most data during this timeframe:
• January 28, 2016: Marketplaces (e.g., iTunes Store, Kindle), media (e.g., YouTube, Netflix), web browsing, social networking, miscellaneous apps, storage (e.g., online backup, file transfers), communications (e.g., instant messaging, audio or video calls).
• January 31, 2016: Marketplaces, media, web browsing, social networking, miscellaneous apps, storage, communications, system updates, gaming.
Mr. [redacted]’s data usage reset on February 16, 2016. ViaSat received contact from him via online chat the same day regarding his data usage. During this conversation, Mr. [redacted] advised that his wireless router was showing he only used 0.1GB of data, while ViaSat’s data usage meter was showing 1.6GB used.
On Wednesday, February 17, 2016, ViaSat internally escalated Mr. [redacted]’s account to ensure his usage meter is accurately calculating his data usage. As of February 24, 2016, ViaSat has not found any issues with Mr. [redacted]’s usage meter. Currently, Mr. [redacted] has used 5.7GB of his 25GB monthly data usage. The majority of this data has gone towards marketplaces, media, web browsing, storage, system updates, social networking, communications, miscellaneous apps, storage, and gaming.
If Mr. [redacted] continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity.
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Ms. [redacted] ViaSat services were established on January 13, 2016 and she contacted ViaSat on January 18, 2016 to request the...

disconnection of her services. During the disconnection call, Ms. [redacted] informed ViaSat’s representative that she wished to terminate the services as she believed they were not working properly. Ms. [redacted] did not allow the ViaSat representative to troubleshoot her services and subsequently disconnected the account. During the disconnection Ms. [redacted] was advised of the disconnection disclosures including; early termination fees of approximately $321 and the lease equipment recovery process. On January 26, 2016 Ms. [redacted] called into ViaSat’s customer service department to discuss the payment collected of $89.67 and the early termination fees that would be applied to her next bill. During her conversation, Ms. [redacted] was educated that the payment of $89.67 was valid for the monthly services and that ViaSat does not refund for unused services. Additionally, Ms. [redacted] was educated that the early termination fees stood as she did not allow ViaSat to address any connectivity issues she might be experiencing. Ms. [redacted] disconnected the call upon receipt of the information provided by the ViaSat representative. On February 16, 2016, ViaSat attempted to collect $343.45 in early termination fees. However, ViaSat was unsuccessful in collection as the payment failed. Given that Ms. [redacted] did not allow ViaSat to attempt to resolve any issues prior to the disconnection of her account, ViaSat is unwilling to refund Ms. [redacted] the $89.67 collected on January 16, 2016 for the monthly services. However, ViaSat will agree to waive half of the early termination fees we attempted to collect on February 16, 2016. Ms. [redacted] will be responsible for making a payment of $171.73. The waiver of the remaining amount has been placed onto her account. If Ms. [redacted] fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agency. ViaSat believes this is a fair resolution given that Ms. [redacted] did not allow ViaSat the opportunity to address any connectivity issues and per the Customer Agreement signed by Ms. [redacted] on January 12, 2016. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/29) */
Thank you for bringing Ms. [redacted]'s complaint to our attention. We apologize for any frustration she [redacted] have experienced.
Regarding the account set up, it is ViaSat's policy to only set up an account in the person's name who is requesting...

service. A credit check is performed on the customer requesting service. ViaSat had no knowledge that it was not Ms. [redacted] requesting service. We apologize for any frustration or confusion she [redacted] have experienced in regards to this issue.
On February 1, 2015, ViaSat attempted to collect a payment of $90.84 from Ms. [redacted] for the monthly service fees, but the payment failed. Ms. [redacted] contacted ViaSat on February 12, 2015 to disconnect the account because it had been setup erroneously. At this time, the ViaSat representative advised Ms. [redacted] of the Customer Agreement, early termination fees, and the equipment return requirements. Unfortunately, due to a system error, Ms. [redacted]'s account was unable to be disconnected until February 17, 2015. We apologize for any inconvenience this [redacted] have caused her to experience.
ViaSat charged Ms. [redacted] $334.48 in early termination fees for the Exede Internet service on March 1, 2015, but the payment failed. Ms. [redacted] was charged $51.00 in early termination fees for the Exede Voice service on April 1, 2015. The payment failed and was added to the balance due. Because the balance due on the account remained unresolved, Ms. [redacted]'s account was sent to outside collections on April 14, 2015.
In order to come to a resolution to this complaint, ViaSat will have Ms. [redacted]'s account removed from outside collections with the balance due waived in full. ViaSat did not report the delinquent balance to any credit reporting bureaus. This request has been escalated as of today, June 29, 2015. Ms. [redacted] should be advised that it [redacted] take up to 30 business days for her account to be completely removed from collections.
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing [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 signed by [redacted] on February 14, 2016 and available at exede.com/legal. We apologize if [redacted] feels these points were not communicated to his satisfaction. ViaSat understands that the service is not going to meet [redacted] needs or expectations. In order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect. [redacted] can call customer service at [redacted] and reference ticket number [redacted]. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:  I explicitly requested a call before any money was automatically taken from account.   I repeatedly said this.  The fees were not communicated nor mention of 'process' of early termination.   Listen to your recorded conversations - all of them.  
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted]’s complaint to our attention.
The Customer Agreement, signed by Ms. [redacted] on August 15, 2016 and available at exede.com/legal, states that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnected.
At the...

point of sale, customers are given the opportunity to select one of the following equipment lease options available:
• Monthly Lease Fee –The customer pays $9.99 a month for their leased equipment.
• Prepaid Lease Fee – The customer pays a one-time, upfront fee of $199.99 at the point of sale, with no additional monthly fee for the 24-month minimum service term. At the end of the minimum service term, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $9.99 a month.
• Lifetime Lease Fee – The customer pays a one-time, upfront fee of $299.99 at the point of sale, with no additional monthly fee for the lifetime of the account, as long as the customer is using the same model of equipment originally leased.
Our records indicate Ms. [redacted] ordered service from ViaSat on August 11, 2016, at which time she elected the prepaid lease fee. ViaSat collected a payment for the prepaid lease fee on August 16, 2016.
Ms. [redacted] called ViaSat to disconnect her account on March 15, 2017. At this time, she was informed of all disconnection disclosures, including the early termination fees and that she would be required to return ViaSat’s modem and transceiver. During this conversation, the ViaSat representative advised that she would be credited a prorated amount for her prepaid lease fee; however, a request was not put in. We apologize for any frustration this may have caused Ms. [redacted] to experience.
On March 17, 2017, she called regarding the prepaid lease fee, at which time a refund request was submitted. This request was denied on March 20, 2017; Ms. [redacted] was informed of the denial on April 19, 2017 when she called to check the status of the refund.
As resolution to this complaint, a refund of $141.68 for Ms. [redacted]’s prorated prepaid lease fee has been issued to her payment method as of April 20, 2017. Ms. [redacted] should be advised that it may take three to five business days from the issue date for her to see this amount deposited into her account.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: misreprensentation of advertising 12mbs. We were not aware of the term "up to" 12mbs when we signed the contract. And we should not have to pay the amount we do for a substandard service. My conclusion is that "up to" means we will never get the 12mbs that we where led to belive we would recieve.I Would like to be resolved of the contract due to the substandad service, and false representation that led us to belive we would recieve.
Sincerely,
[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 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.

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...

Initial Business Response /* (1000, 6, 2015/09/01) */
Thank you for bringing Ms. [redacted]' complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. Ms. [redacted] contacted ViaSat on July 1, 2015 to disconnect her account due to moving and not retaining services. At the...

time of disconnection Ms. [redacted]' had no address to send the box and label to. ViaSat sends the box and label to the account address on file once the account is disconnected as a courtesy through UPS; it is still the customer's responsibility to make sure the equipment is returned within 20 days after disconnection. On August 3, 2015 ViaSat charged Ms. [redacted]' for the non-returned equipment. ViaSat did not hear back from Ms. [redacted]' until August 21, 2015 that the address needed to be updated, and at this time the address that was given was not a valid address so the box and label could not be sent. On August 25, 2015 the account and balance was sent to an outside collection agency due to no payment and no equipment. ViaSat received another call from Ms. [redacted]' on August 28, 2015 and Ms. [redacted]' was able to provide a valid address where the box and label could be sent. Ms. [redacted]' will be receiving the box today September 1, 2015. In order to arrive at a resolution ViaSat has removed Ms. [redacted]' from collections and made sure the account balance is $0. Ms. [redacted]' will want to make sure she sends back the modem; ViaSat has waived the tria charge from the account. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the response although the documentation is not the truth. I was in the house for almost a month following my cancellation of service at no time did I tell them I did not have a address. The advised they sent box(s) to my ** address but could never provide UPS tracking number showing it was sent. I had requested additional boxes and not sent, infact when I called back the agent advisesd they could not find documentation of it being sent. I will return all equipment as soon as I receive a box which was requested for a 3rd or 4th time. It will be sent promptly. I also advised I would send in my personal box and they advised no.
Thank you.

Thank you for bringing Mr. [redacted]’ complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale customers are 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 December 8, 2015 and available at exede.com/legal. We apologize if Mr. [redacted] feels these points were not communicated to his satisfaction. The customer agreement 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 advises that the service speeds may vary and are not guaranteed. 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. ViaSat shows that Mr. [redacted] has called in numerous times since his install regarding speeds and connectivity issues. In order to arrive at a resolution ViaSat has agreed to issue a refund of $327.93 back to Mr. [redacted] payment method. He will see the refund within 3-5 business days. Thank you for allowing ViaSat the opportunity to respond.

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Mr. [redacted]' complaint to ViaSat's attention. We apologize for any frustration or confusion this situation may have caused.
The Customer Agreement, signed by Mr. [redacted] on April 02, 2013 and available at...

exede.com/legal, states that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminated. Customers are reminded of this when they elect to disconnect their service.
Mr. [redacted] contacted ViaSat's customer service department on May 15, 2015 to request the disconnection of his services. During his conversation Mr. [redacted] was advised of the disconnection disclosures and that process for returning the ViaSat leased equipment.
On June 5, 2015 a request was submitted to our corporate office requesting a refund of $60.93 be issued back to Mr. [redacted] payment method on file. However, per ViaSat's Customer Agreement and process, the refund of $60.93 was denied.
In order to bring this complaint to a resolution, and as a gesture of good faith, ViaSat will agree to refund the $60.93 back to Mr. [redacted]' payment method on file. The refund should be received by Mr. [redacted] within three to five business days. Should he not receive the refund within this time frame, please have him contact ViaSat's customer service department at 1-[redacted].
Thank you for the opportunity to respond.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They are giving me a refund