ViaSat, Inc.

Thank you for bringing Ms. [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Ms. [redacted] 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.

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.

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]

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.

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 [redacted] complaint to ViaSat’s attention. We apologize for any confusion or frustration this situation may have caused. Our records show [redacted] was receiving ViaSat’s Liberty 30 GB with Wi-Fi Internet service plan at $149.99, plus applicable taxes and a $9.99...

monthly lease fee. This service plan provides 30 GB of data per month, download speeds up to 12 Mbps and upload speeds up to 3 Mbps. 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 18, 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. The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data plan. We created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their package. In July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede network. ViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.net. While [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described above. Based upon the browsing history provided in his complaint, [redacted] data consumption is consistent with ViaSat’s records. Currently, [redacted] has used 100.8 GB of his 30 GB plan. On June 28, 2016, [redacted] contacted ViaSat’s Customer Service department to discuss the disconnection of his ViaSat services. During his conversation with the ViaSat representative, [redacted] was offered information regarding his usage, but he declined hearing any additional information, and requested the disconnection of his account.  [redacted] spoke with a ViaSat supervisor on June 28, 2016 to discuss the early termination fees and requirement to return the leased equipment. 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. Due to this information, [redacted] account remained active and the account was not disconnected. Currently, as of today, July 5, 2016, [redacted] has a past due balance of $ 121.14 for the monthly service charges. Due to this, ViaSat will not agree to disconnect [redacted] account with waiver of the early termination fees in their entirety. However, as a gesture of good faith, ViaSat will agree to disconnect his account with waiver of half of the approximate early termination fees of $345.00, not including taxes. [redacted] is also required to make a payment for the past due balance of $121.14. Additionally, 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. Should [redacted] wish to disconnect his account, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted]. We apologize for any frustration [redacted] may have experienced. Thank you for the opportunity

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 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 Ms. [redacted] complaint to ViaSat’s attention. We apologize for any inconvenience this may have caused. At the time of sale Ms. [redacted] was placed on a promo package which was called the Evolution 20GB plan with a (6 month promo on our freedom package) after the 6 months...

was up the account automatically transferred back to just the Evolution 20GB plan. We apologize if Ms. [redacted] feels this was not communicated to her satisfaction. ViaSat received a call from Ms. [redacted] on April 26, 2016 stating that she was not happy with the service and she felt she was not getting what she was promised. At this time ViaSat’s customer service agent offered Ms. [redacted] $10 off her bill for 12 months and to move her to the Liberty 10GB plan which was agreed to. ViaSat does not offer a 50GB plan at $59.99 per month. ViaSat understands that the service may not meet Ms. [redacted] needs or expectations so in order to arrive at a resolution ViaSat will agree to waive the early termination fees from the account should Ms. [redacted] wish to disconnect prior to February 24, 2017 which would be her 2 years. No refunds will be issued as the service has been used. Thank you for allowing ViaSat the opportunity to respond. Tell us why here...

Initial Business Response /* (1000, 5, 2015/06/17) */
Thank you for bringing Mr. [redacted]'s complaint to our attention. We apologize for any frustration he [redacted] have experienced with ViaSat.
The Customer Agreement, signed by Mr. [redacted] on July 10, 2014 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.
Our review of Mr. [redacted]'s account shows that he contacted ViaSat on [redacted] 13, 2015 because he was unable to connect. At this time, the ViaSat representative guided Mr. [redacted] through troubleshooting; however, the issue persisted and a service call was ordered for Mr. [redacted]. This service call was completed on [redacted] 15, 2015 with the technician replacing the cable between Mr. [redacted]'s dish and ground block. The ViaSat technician also attempted to go back out to Mr. [redacted]'s home between [redacted] 22, 2015 and [redacted] 30, 2015 for a follow-up review, but Mr. [redacted] was out of town on business. On [redacted] 30, 2015, Mr. [redacted]'s account was disconnected, per his request.
The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.
On June 12, 2015, ViaSat collected a payment of $239.93 for Mr. [redacted]'s early termination fees ($194.00), a charge for the [redacted] 15, 2015 service call ($30.00), and applicable taxes ($15.93). Mr. [redacted] called ViaSat on June 13, 2015 to request a refund for his unused monthly service fees, at which time he was reminded that, pursuant to the Customer Agreement, ViaSat did not refund for unused services.
In order to come to a resolution regarding this issue, ViaSat will issue a refund for the following days of his monthly service, during which he was unable to use the service either due to connectivity issues or because his account was disconnected:
[redacted] 13, 2015 - [redacted] 15, 2015
[redacted] 30, 2015 - June 11, 2015
This is a total refund of $69.72 that will be issued back to Mr. [redacted]'s payment method as of today, June 17, 2015. Mr. [redacted] should be advised that it [redacted] take 3-5 business days for him to see the amount deposited into his 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]’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.

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 Mr. [redacted] response to ViaSat’s attention. Per the previous response ViaSat has the ability to pull and listen to calls as they are recorded for quality assurance purposes. ViaSat went through and listened to the calls and at no time was Mr. or Ms. [redacted] advised the early termination fees would be waived. We apologize for any inconvenience this may have caused. In order to arrive at a resolution ViaSat did have Mr. [redacted] removed from collections and has now had the balance removed to leave Mr. [redacted] with a $0 balance due. 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 [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.

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 pending the company reflects the 86.91 fee is posted to the online billing information.
Sincerely,
[redacted]

As stated in ViaSat’s previous reply, the usage consumed was identified as valid. However, as a gesture of good faith, ViaSat already credited the account $8,370.00. Due to this credit, and the usage being identified as valid, ViaSat is unwilling to credit he account any further.  ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service plan. ViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted] If [redacted] as any additional questions or concerns regarding her usage or the billing of her ViaSat account, she may contact ViaSat’s 24-hour Customer Service at [redacted]. Thank You!

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]
as soon as I get a box I can send there  equipment back. I don't what there service anymore,  and don't want to have any early termination fees added to me either. I want to be free and clear of the situation.

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.
The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of...

this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms. [redacted] electronic signature on the Customer Agreement dated February 2, 2018.
Our records show Ms. [redacted] called to disconnect service on February 3, 2018, at which time she was reminded of the Customer Agreement and the early termination fees. The Viasat representative reviewed the disconnection disclosures before processing the request.
On February 4, 2018, Ms. [redacted] was charged $342.85 in early termination fees, but the payment failed.
As resolution to this complaint and in consideration of Ms. [redacted] short term as a Viasat subscriber, Viasat has waived the balance due of $342.85 in full as of February 5, 2018.
Thank you for the opportunity to respond.