ViaSat, Inc.

We apologize for any confusion Ms. [redacted] experiencing while contacting the customer service department to have her account disconnected. ViaSat has moved forward with the disconnection of her account with waiver of the early termination fees. As the refund of $149.99 has already been issued to the payment method on file, Ms. [redacted] will need to contact her banking institution directly to ensure the receipt of the funds. Thank you.

Thank you for bringing Ms. [redacted] complaint to our attention. We apologize for any frustration she may have experienced with the billing for ViaSat’s services.
Our records show Ms. [redacted] contacted a third-party sales agent to order ViaSat’s services on February 9, 2016, at which time she...

ordered ViaSat’s Exede Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. The Exede Internet service was installed at Ms. [redacted] home on February 10, 2016. On February 11, 2016, Ms. [redacted] called ViaSat to have the Exede Voice service added to her account at $19.99 a month for the first six months, plus applicable taxes. After the first six months of service, the price of the Voice service is increased to $29.99 a month.
On February 12, 2016, ViaSat collected a payment of $115.68 from Ms. [redacted] for her first month of service, including prorated fees based on her disconnection date. Ms. [redacted] called ViaSat the same day regarding the bill, at which time the ViaSat representative reviewed the invoice with her in detail. During this conversation, Ms. [redacted] advised that she thought she’d be getting the Exede Internet service at $39.99 a month. The ViaSat representative advised her that ViaSat did not have such a plan available in her area, and advised her that her bill would be $79.98 plus tax moving forward. Ms. [redacted] also disputed being charged for the Voice service when she had not yet received the Voice adapter. At this time, the ViaSat representative provided her with a $26.89 credit towards her next bill. During this conversation, Ms. [redacted] requested to speak to a supervisor regarding her service plan pricing.
During her conversation with ViaSat’s supervisor, Ms. [redacted] once again explained that she’d believed at the point of sale that she would be receiving the Exede Internet services at $39.99 a month. The ViaSat supervisor advised Ms. [redacted] that that particular plan was not in her area, and advised her to fax in a copy of the flyer she’d received with the promotional offering for ViaSat’s review.
ViaSat received another call from Ms. [redacted] on February 16, 2016 regarding her billing and the promotional flyer she’d received. At this time, Ms. [redacted] was offered and accepted a discount of $10.00 off her bill per month for 12 months. Ms. [redacted] was also provided with a $25.00 goodwill credit.
On February 22, 2016, ViaSat received a fax from Ms. [redacted] including the flyer she’d received advertising the service at $39.99 for the first 12 months. However, upon review the flyer, it was determined the promotion was only valid if the Exede Internet and Voice services had been setup through DIRECTV, another authorized sales agent of ViaSat’s service. As Ms. [redacted] had not ordered service through DIRECTV, she was ineligible to receive the promotion in the flyer.
On March 1, 2016, Ms. [redacted] chatted into ViaSat regarding her bill, at which time she was reminded of the pending credits on her account. Ms. [redacted] made a one-time payment of $53.67 on March 10, 2016 through ViaSat’s online account management system located at myexede.net. The combination of the credits on Ms. [redacted] account and her one-time payment left her with a credit balance of -$22.37, which applied to her next bill.
Ms. [redacted] made a one-time payment of $22.37 on April 12, 2016, her bill cycle date; however, as Ms. [redacted] monthly service fee was a total of $64.54, she was later billed another $42.17 to resolve the difference. Ms. [redacted] called about the second charge to her account later the same day, at which time she was advised that her bill was $64.54 and reminded of her service plan pricing. We apologize for any confusion Ms. [redacted] may have experienced. The online account management system was reflecting the $22.37 credit balance she had on her account, not a balance due.
Ms. [redacted] contacted ViaSat via online chat later the same day regarding the promotional flyer she had experienced, at which time she was advised that it was only for customers who’d signed up for ViaSat’s services through DIRECTV.
On April 20, 2016, Ms. [redacted] called because she was experiencing intermittent connectivity, at which time she was advised she had exceeded her monthly priority data and had been slowed, pursuant to ViaSat’s Data Allowance Policy. The ViaSat representative informed Ms. [redacted] about the Liberty Pass associated with her services, and provided her with information about the other service plan offerings in her area.
On April 25, 2016, Ms. [redacted] called ViaSat to request that her payment method be removed from ViaSat’s systems. Unfortunately, Ms. [redacted] request was not submitted correctly. Subsequently, on May 12, 2016, ViaSat charged Ms. [redacted] $86.91 for monthly service; however, the payment failed. Ms. [redacted] emailed ViaSat the same day inquiring about the bill and requesting disconnection. At this time, a ViaSat representative attempted to reach out to her via phone, but there was no response. An email reply was sent to Ms. [redacted] providing her with the details of her billing and redirecting her to call into Customer Service if there were any further concerns.
Ms. [redacted] reported a connectivity issue to ViaSat on May 5, 2016. After the ViaSat representative guided her through troubleshooting, she was able to connect.
Ms. [redacted] called ViaSat on May 16, 2016 inquiring about the bill and advising that her payment method was still on record with ViaSat. At this time, the ViaSat representative moved forward with removing Ms. [redacted] payment method; however, before they could review her bill with her, the call dropped. The representative attempted to call Ms. [redacted] back, but was unsuccessful.
In total, ViaSat has provided Ms. [redacted] with $171.89 in goodwill credits for her billing issues, and does not agree to provide her with any further discounts at this time.
If she is still experiencing an issue with the connectivity with her services, she may contact ViaSat’s 24-hour Customer Service department at 1-855-463-9333 for assistance and troubleshooting.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’ rebuttal to our attention.
As previously stated, customers have the ability to move their ViaSat service from one location to another at no charge. By electing to move their service to a new service location, customers are required to agree to a new 24-month minimum service term and sign a new Customer Agreement once the service is installed at their new location. In exchange, ViaSat cancels the Customer Agreement on the original account and waives any applicable early termination fees. ViaSat’s early termination fees are $15.00 per month for each remaining month in the 24-month minimum service term.
As Ms. [redacted], the account holder, opted to move her ViaSat service to a new location and agreed to a new 24-month minimum service term, ViaSat waived the early termination fees associated with her services located at [redacted], [redacted], [redacted] address.
Service at Mr. [redacted]’ new location [redacted]) was installed on March 21, 2016, at which time he electronically signed the new Customer Agreement on behalf of Ms. [redacted], thus agreeing to a new 24-month minimum service term.
Once again, as Ms. [redacted], the account holder, was advised of and agreed to the new 24-month minimum service term when she called to move service, ViaSat does not agree to waive the Customer Agreement associated with her 18325 Robinson Road, Gulfport, MS 39503 address.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to ViaSat’s attention. We apologize for any inconvenience this may 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. ViaSat was able to locate the communication between Mr. [redacted] and their Social Media team. ViaSat’s Social Media last responded to Mr. [redacted] on December 31, 2016 informing him that we did escalate his issue regarding the data concerns. In ViaSat’s response Mr. [redacted] was advised that the data was calculating correctly and that most web browsing is https which is most likely streaming video. Most days at least one device is hitting the network 24/7. There are multiple devices and they have all recently accessed the network. ViaSat’s Social Media team suggested taking the Ipad offline first to see if that reduces the usage and see if it is the device that is constantly pinging the network. If Mr. [redacted] is still experiencing connectivity issues he can contact Customer Care anytime at [redacted] for assistance. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Thank you for bringing [redacted] complaint to our attention. We apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy.
[redacted] is currently receiving ViaSat’s Liberty 10 GB plan at $59.99 a month, plus applicable taxes and a $9.99 monthly equipment...

lease fee. The Liberty plans provide customers with a monthly priority data allowance with download speeds up to 12 Mbps and upload speeds up to 3 Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-5 Mbps once they have exceeded their monthly priority data, and until their priority data resets.
The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 [redacted] on June 3, 2016 (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. 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.
Our records show [redacted] ordered service from an authorized sales agent of ViaSat’s service on June 3, 2016, and her service was installed the same day. On June 13, 2016, [redacted] contacted ViaSat because she was experiencing slow speeds, at which time she was advised that she had exceeded her 10 GB monthly priority data and had been placed into Liberty Pass speeds. When Ms. Gonzalex informed the representative that she thought she was receiving an unlimited plan with a 30-day trial period, she was informed that ViaSat currently does not provide either of those features. As [redacted] had concerns regarding what was told to her at the point of sale, the ViaSat representative escalated a request for ViaSat’s Installer Relations department to contact the dealer to discuss. [redacted] expressed interest in disconnecting. At this time, the ViaSat representative reminded [redacted] of ViaSat’s 24-month minimum service term and early termination fees. [redacted] requested to speak to a supervisor regarding the early termination fees.
During her conversation with the supervisor, [redacted] was offered a transition to the Classic Exede 10 GB at $49.99 a month, plus applicable taxes and a $9.99 monthly equipment lease fee. This service plan provides customers with 10 GB of monthly data usage and a Late Night Free Zone from 12:00 AM to 5:00 AM, local time, during which unmetered service is provided at no extra cost. [redacted] declined this offer. The supervisor advised [redacted] that if she moved forward with disconnecting, they were willing to waive up to half off of her early termination fees. [redacted] chose not to move forward with disconnecting service that day as she wanted to wait for the results of the escalation to ViaSat’s Installer Relations department.
On June 18, 2016, ViaSat reached out to [redacted] dealer for feedback on her point of sale concerns. In response, the dealer advised ViaSat that [redacted] had been given correct information regarding ViaSat’s services, including the Data Allowance Policy and the 24-month minimum service term. [redacted] was advised of these findings during a conversation with a ViaSat representative on July 1, 2016, at which time she was reminded that ViaSat was willing to waive half off her early termination fees.
The Customer Agreement states, in part:
“You acknowledge and agree that ViaSat or its designated service provider will be required to access your premises and computer to install and maintain the Equipment, including, without limitation, the antenna and its components. Standard Equipment installations performed by ViaSat-authorized installers include: (i) installation of the antenna to an outside wall or sloped roof; (ii) travel to and from your Service location within 50 miles of the installer’s office; (iii) cable routed through one exterior wall and one interior wall or floor; (iv) connection of the antenna to the modem using up to 150 feet of cable; (v) connection of the modem to one computer using up to 7 feet of cable; and (vi) required mounting and cabling hardware. … You confirm that you have reviewed the installation plan and agreed to any associated charges. If you approved a roof mount, you acknowledge the potential risks associated with this type of installation (including, without limitation, with respect to any warranty that applies to your roof or roof membrane). By signing this Agreement, scheduling a service or installation visit, and permitting us or our service provider to enter your home, you are authorizing ViaSat and its service provider to perform all of the above actions.”
ViaSat does not agree to fill the holes created during the June 3, 2016 installation approved by [redacted]. However, in order to resolve this complaint, ViaSat is willing to waive [redacted] early termination fees in full if she disconnects her account prior to August 4, 2016. If she disconnects after August 4, 2016, ViaSat is willing to waive half off her early termination fees. ViaSat will also issue [redacted] a refund of the $70.59 monthly service payment she paid on July 4, 2016.
If [redacted] would like to move forward with the disconnection of her account, she may do so by contacting ViaSat at 1-855-463-9333 in reference to ticket no. 19791990.
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted]’s complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.
Our records show Mr. [redacted] called Viasat on December 7, 2016 to move his service to a new location, at which time his request was processed accordingly....

ViaSat’s technician went out to Mr. [redacted]’s new address on December 23, 2016. Unfortunately, the technician was unable to find grounding for the installation and, therefore, was unable to complete it.
On January 1, 2017, ViaSat charged Mr. [redacted] $70.58 in monthly service fees on his original account. As there was no payment method on file, no amount was collected.
Mr. [redacted] called ViaSat on January 3, 2017 to make a payment for the balance due and to disconnect the account. During this conversation, Mr. [redacted] advised that the ViaSat technician had been unable to complete the installation at his new home. The ViaSat representative disconnected Mr. [redacted]’s account and escalated a request to have the early termination fees waived. Unfortunately, the request was denied on January 4, 2017. We apologize for any frustration this may have caused Mr. [redacted] to experience.
On February 1, 2017, ViaSat charged Mr. [redacted] $163.06 in early termination fees. As there was no payment method on file, no amount was collected.
Mr. [redacted] called in the same day regarding the balance due, at which time he advised the representative that he’d had two technicians go out to his new home for the installation of service. The first technician had been unable to complete the installation, but the second technician had been able to install an account under a different name at the service address. As Mr. [redacted] was unable to provide the new active account number, he was advised to call back once he had that information.
On February 18, 2017, Mr. [redacted] provided ViaSat with the account number associated with the active account. Once again, a request to have the early termination fees waived was escalated. Unfortunately, this second request was also denied. Mr. [redacted]’s account was sent to outside collections on February 21, 2017. Mr. [redacted] was advised on March 6, 2017 that his waiver requests had been denied.
As resolution to this complaint, ViaSat has moved forward with having Mr. [redacted]’s account removed from collections as of March 7, 2017.
Thank you for the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because: ViaSat closed my open online ticket within hours of it being filed, offering no resolution as they stated.  The service has already been completed and we were forced to upgrade our service, due to what I see as unethical (possibly illegal) business practices.  The settlement money that is listed is based more on the principle of the situation, than the dollar figure.  Unfortunately it took me filing a complaint with the Revdex.com to get a response from the company different than "Mr. Haase there is not anybody that can resolve this situation for you."  The service tech then said it was their faulty equipment when he came out which makes matters worse.  
Sincerely,
[redacted]

Thank you for bringing Ms. [redacted] complaint to our attention.
Ms. [redacted] is currently receiving Viasat’s Liberty 12 – Boost 25 + Free Zone at $60.00 a month, plus applicable taxes, a $9.99 monthly equipment lease fee, and a $5.99 monthly EasyCare fee. This service plan provides 12 GB of...

monthly Priority Data allowance for use at regular speeds of up to 25 Mbps download and 3 Mbps uploads. Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to 1 to 5 Mbps when the network is not busy until their monthly Priority Data allowance resets. When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet. Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Ms. [redacted] on July 11, 2017.
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 that speeds may vary and are not guaranteed.
Our records show Ms. [redacted] called Viasat on October 18, 2017 because she was experiencing slow speeds. During this conversation, Ms. [redacted] was guided through troubleshooting, but her speeds varied throughout. It was recommended to Ms. [redacted] that she disconnect any devices not in use from the network and purchase a signal booster.
Viasat did not hear back from Ms. [redacted] until January 12, 2018, when she requested information about Viasat’s Video Data Extender (VDE). The VDE is an account setting that allows customers to limit their streaming video to DVD quality or 480p. By limiting streaming video quality, it can save how much data a customer uses during their billing period. During this conversation, Ms. [redacted] expressed dissatisfaction with the Viasat service, advising that it did not work with her security system.
Ms. [redacted] called back on February 6, 2018 to report she was experiencing slow speeds, at which time she was informed that she had exceeded her monthly Priority Data allowance and was receiving Liberty Pass speeds. The Viasat representative also offered to transition Ms. [redacted] service to a plan that better met her needs, but Ms. [redacted] declined and requested a supervisor. During her conversation with the Viasat supervisor, Ms. [redacted] was provided with information regarding her service plan details and data usage. Ms. [redacted] advised that she would call back.
Viasat does not agree to waive Ms. [redacted] early termination fees in full if she disconnects service; however, Viasat will agree to waive half of the charge if she disconnections prior to February 16, 2018.
Ms. [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-9333 in reference to ticket no. [redacted] if she would like to move forward with disconnecting 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. However, there facts aren't correct. IN September 2017, Mr. [redacted] made a request to cancel service and removed my information off of the account at that time. He again, spoke to Viastat in December and disputed the ongoing charges to his account. Viastat has been billing him, not me and he was told that they canceled his service. 
Sincerely,
Jeanne [redacted]

Thank you for bringing Mr. [redacted] complaint to our attention. The Customer Agreement provided to each new customer, and signed by [redacted] on December 20, 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] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $150 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. Mr. [redacted] first contacted Viasat on December 24, 2017 in regards to his first month’s bill. Mr. [redacted] requested a refund due to the fact that he was told he would only pay $109, and the Viasat representative who assisted Mr. [redacted] advised of the prorated charges involved. Mr. [redacted] indicated that he would contact Viasat again to speak with a supervisor. On December 30, 2017, Mr. [redacted] contacted Viasat regarding the speeds of his plan. Mr. [redacted] was reporting download speeds of 2.07 Mbps. The Viasat representative assisting him reviewed Mr. [redacted] account and a speed test revealed that Mr. [redacted] speeds were within the range for the service plan. Mr. [redacted] contacted Viasat on January 19, 2018 due to the fact that he believed he was being throttled after using over 150 GB. The Viasat representative correctly advised of the unlimited plan policies and that if Mr. [redacted] chose to disconnect, his early termination fees would be valid. The call disconnected, and no changes were made to Mr. [redacted] account. On January 20, 2018, Mr. [redacted] contacted Viasat to request a stop date of his payment method on file. This has been completed as of January 22, 2018. In a gesture of good faith, Viasat will agree to waive half of Mr. [redacted] early termination fees should he choose to disconnect his account. Mr. [redacted] will be responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.  A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions. Viasat does not agree to refund Mr. [redacted] first month of service. If Mr. [redacted] would like to take advantage of this offer, he 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.

Thank you for bringing Ms. [redacted] complaint to our attention.Our records show Ms. [redacted] is currently receiving Viasat’s Unlimited Data Bronze 12 service plan at $70 a month, plus Viasat’s EasyCare program at $5.99, 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.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 40 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 40 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.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 March 14, 2018. The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.  Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.  Our records show Ms. [redacted] purchased Viasat’s Unlimited Bronze 12 service plan through an authorized Viasat Dealer.  All Viasat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Ms. [redacted] at the point of sale.On March 29, 2018, Ms. [redacted] contacted Viasat in order to request a disconnection of her services due to feeling misled by her Viasat authorized dealer about her speeds and her contract. A Viasat representative assisted her by reading disconnection disclosures, including information about her approximate early termination fees. Ms. [redacted] chose not to proceed with the disconnection. In light of this complaint, Viasat has reviewed Ms. [redacted] account for her speeds. As of April 2, 2018, Ms. [redacted] has used approximately 52 GB out of her unlimited data usage. Due to the 40 GB threshold, it is possible that Ms. [redacted] will experience slower speeds during peak congestion hours. A speed test run on April 2, 2018 reveals that Ms. [redacted] speeds are within range of her plan and data usage. In an offer of goodwill, Viasat will agree to waive Ms. [redacted] early termination fees should she choose to disconnect. If Ms. [redacted] would like to take advantage of this offer, or if she has any further questions or concerns, 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.

Thank you for bringing Mr. [redacted]’s rebuttal to our attention.
Our records show the electronic refund of $358.86 was processed successfully back to Mr. [redacted]’s bank account via the payment method we have on file for him. If he does not feel that he has received this refund, he may send a copy of his 30 day bank statement to [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Mr. [redacted] complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused.
We apologize that Mr. [redacted] has recently experienced speed and connectivity issues. 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.
On December 26, 2015 a Corporate Care Representative contacted Mr. [redacted] to address his speeds concerns. After a couple of speed tests it was determined that Mr. [redacted] speeds were adequate and there appeared to be no connectivity issues. Mr. [redacted] account was escalated to our Network Operations center who also determined that there were no issues directly related to his account. However, in order to attempt to resolve any issues Mr. [redacted] modem was replaced.
The package purchased by Mr. [redacted] offers download speed of up to 12 Mbps and upload speeds of up to 3 Mbps. At the time of sale customers are informed speeds are not guaranteed and may vary. We apologize if Mr. [redacted] feels this point was not communicated to his satisfaction. On January 3, 2016, speed tests were performed on Mr. [redacted] system and it came back with 19 mbps upload.
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 signed by Eric [redacted], the account holder, on November 02, 2012, clearly states, "The performance of some games over the Internet is very poor and some games may not work at all."
Between November 2014 and December 2015 Mr. [redacted] did not make contact with ViaSat's customer service department to discuss any issues related to latency. Since his contact with ViaSat's customer service department on December 23, 2015, Mr. [redacted] has been given $60.00 in goodwill credits as a gesture of good faith. If Mr. [redacted] would like assistance with any latency issues, he will need to make contact with our customer service department during regular business hours and his issue may be escalated to the appropriate team for troubleshooting. Mr. [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket number [redacted].
If Mr. [redacted] is unsatisfied with ViaSat's attempts to resolve his issues thus far and does not wish to make contact with our customer service department, if he wishes he may disconnect his account without any early termination fees. Again, if Mr. [redacted] wishes to take this route he may contact ViaSat's customer service department at ###-###-#### and reference ticket number [redacted].
Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] complaint to our attention. Viasat is a paperless company. As a result, Viasat typically requests that customers make their payments via card or through an electronic funds transfer. Viasat will sometimes accept paper checks as a one-time courtesy to our...

customers. Our records indicate that Ms. [redacted] was written off to Viasat’s collections agencies on January 9, 2017, for the unpaid amount of $237.00. On January 16, Viasat received a payment via check for the $237.00 that was past due. As of that day, Ms. [redacted] account was removed from collections. Viasat did not report Ms. [redacted] account to any credit agencies.At this time, Viasat feels that all appropriate actions have been taken. If Ms. [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.

(The consumer indicated he/she DID NOT accept the response from the business.)
As of 01-07-2016, Via Sat did refund a partial payment of what is owed to me, $92.38. Although they still owe $67.38. The monthly payments were deducted directly from my account, so my bank can verify this. I'm not sure why the company is still disputing ANY of this, when I was given a confirmation # [redacted] (12-07-15) for the $67.38, and told that the money would be back in my account within 7 to 10 business days. I also asked the worker what my balance was, and he said $0.00. ViaSat responded failed payments, that isn't so, once again my bank paid. The company needs to own up to their error and not be allowed to do the public wrong.

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]

Thank you for bringing Ms. [redacted]’ Better Bureau Business complaint to ViaSat’s attention. We apologize for any confusion she may have experienced. Ms. [redacted] contacted ViaSat on April 17, 2016 to request a service call due to connectivity issues she was experiencing with her ViaSat services. During...

her conversation with the ViaSat representative, Ms. [redacted] was advised that she would need to contact her local dealer to schedule the service call. On April 20, 2016, Ms. [redacted] contacted ViaSat again to discuss the service call as she was having difficulties reaching her ViaSat Dealer.  Ms. [redacted] account was escalated to the correct department due to the calendar unavailability. Ms. [redacted] contacted ViaSat again on April 22, 2016 to again discuss the difficulties with getting the dealer to her location for the completion of the service call. During this call, Ms. [redacted] was advised that this issue was escalated on 4/20, but she should receive a call from someone regarding the service call and that a sales channel change would occur. Ms. [redacted] contacted ViaSat again on April 26, 2016. During this call, Ms. [redacted] asked to speak with ViaSat’s corporate office to get her issues resolved. One of ViaSat’s corporate representatives spoke to Ms. [redacted] and reviewed the information provided by Installer Relations team. Additionally, Ms. [redacted] was scheduled for April 28, 2016 and given a credit for $60.93 to cover her monthly bill. Nevertheless, ViaSat’s Home Service Providers attempted to contact Ms. [redacted] on April 26, 2016 and April 27, 2016, to discuss the scheduling of her service call; however, she was unavailable at that time. Currently, the service call for Ms. [redacted] has been rescheduled for April 30, 2016. Ms. [redacted] will need to contact [redacted] at [redacted] to complete the scheduling of the service call. To date, Ms. [redacted] has received $120.93 in goodwill credits due to this issue. ViaSat believes given these credits and that ViaSat is attempting to resolve the service call issues, the complaint has been resolved. Thank you for the opportunity to respond.

Initial Business Response /* (1000, 4, 2015/08/07) */
Thank you for bringing Mr. [redacted]'s complaint to ViaSat's attention. We apologize for any inconvenience this may have caused. ViaSat is a paperless company and requests that all customers keep a valid payment method on file so each month the...

bill will come from that payment method. Per the signed customer agreement from Mr. [redacted] on October 31, 2014 he agreed to the payment authorization by signing and authorizing ViaSat to charge his credit card or debit card, or initiate an electronic funds transfer out of his bank account ("EFT Payment") for payment of all, or any portion of his service fees, the termination fee (and/or any other applicable termination fee) and any other amounts payable under this agreement, until such amounts are paid in full, unless you live in a state where ViaSat is required under applicable law to accept another method of payment or ViaSat has agreed to accept another payment method from the customer. Mr. [redacted] has tried numerous times to make payment by EFT from his bank account but due to the multiple failed payments that was no longer an option. At this time Mr. [redacted]'s account is in a non-payment suspension and will need to call and make a one-time payment by card or EFT to have the services restored. Going forward if Mr. [redacted] wishes to not have an active payment method on file he will need to remember to call each month to make one time payments in order to avoid future suspensions. The charges to the account are valid and will remain valid. Should Mr. [redacted] wish to disconnect the account in full the early termination fees will apply per the signed customer agreement. ViaSat does not compensate for lost wages or lost time. Thank you for allowing ViaSat the opportunity to respond.
Initial Consumer Rebuttal /* (3000, 6, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank account is a valid form of payment... There are no failed payments. I have made consistent payments each month. The only failure is on Viasats not accepting the bank account..
Final Consumer Response /* (4200, 10, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They wont accept my payment... End of story... I have tried, as my numerous calls to them have fallen on deaf ears.. Calls that are recored...... June was paid.. July and August.. wont be paid as my service was suspended.. NOT PAYING FOR SEVICE NOT RECEIVED!
At this point I will find service elsewhere since they refuse to accept payment.. In addition I wont be calling anymore as It is a complete waste of my time.. Valuable time...
Final Business Response /* (4000, 12, 2015/08/28) */
Thank you for bringing Mr. [redacted]'s response to ViaSat's attention. If Mr. [redacted] would like to disconnect the services he may do so by calling customer care at XXX-XXX-XXXX so that the disclosures can be read to him. At this time the account will remain in the non-payment suspension until Mr. [redacted] calls to make the necessary payment to restore the service. ViaSat does not charge a customer for service while under suspension. We apologize that Mr. [redacted] is experiencing issues with his payment method; however, ViaSat has tried numerous times with the payment method and each time it fails. Mr. [redacted] may want to contact his bank to make sure the payment method is valid. If Mr. [redacted] would like to provide an alternative payment method that is another option as well or could just make one-time payments by calling in. Thank you for allowing ViaSat the opportunity to respond.

Complaint: [redacted]
I am rejecting this response because:Viasat has charged my credit card an additional $88, with their customer service department providing no valid reason for the charge.  Clearly, Viasat cannot be trusted to not apply additional charges on customer accounts.  I will not accept anyone proposal without written confirmation through the Revdex.com that this money will be refunded and no additional charges will take place.  Viasat has acted untruthfully and continue to find ways to scam their customers out of additional money.  I have documentation verifying the landlord's stipulations against having a satellite dish installed, however, I have no faith that Viasat will hold up their end based on my experience and other complaints posted here.
Sincerely,
[redacted]

Complaint: [redacted]
   I will accept the early termination without any cancellation fees. I do how ever still want to know how are you going to handle my broken molding around my window and the $125. fee I was charged for the pole installation?  I was also billed $116.37  that was taken right out of my account on July 8th, the day after instillation . For what? I never received what I was promised. 
Sincerely,
[redacted]