ViaSat

Would not recommend. Very disappointed in the service that is provided by Viasat. Was duked into signing up with them by a third party. Wanted to continue with service I already, inquired about the unlimited dated. Said it would be unlimited date but didn't mention at a lower data speed within 3 days of use. This satellite provider is worthless to me. Asked if I could council within 3 days of service but was told I was locked in for 2 years and would have to pay more than $200 to get out of contract. Paid an additional amount to get more date the first month, which lasted 2 days. Very, very disappointed. Desperately wanting to go back to my old provider without paying that cancellation fee that Viasat imposes. Get rid of your third party sit up- they lie to get your business. Wanted to give zero satisfaction but wouldn't let me.

I have tried four times now to have a box sent to me to return my equipment. I was also supposed to have a return shipping label sent to me twice. I have received nothing. I have called customer service numerous times. I have spoken with representatives and "supervisors". I have been charged $300 for not returning my equipment. I was advised by one representative not to return it without the appropriate items (i.e. get my own box and label) . Can anyone help me? I just want to return the equipment and get my money back.
Thank you,
Kim Eno
[email protected]
561-312-3779

Read this before joining VIASAT! -FOREWARNED is FAIR-WARNED-
I was forced to put a 1 star -they DESERVE 0
Imagine waking up on a Saturday 8/28 morning and having $318 taken out of your bank account. That happened to me today, all because VIASAT has record that I've not returned my business account equipment. That is correct I still have my equipment sitting in my kitchen waiting on a box to send it to them. We had a residential account and business account. VIASAT sent a box for us to return our residential equipment to our correct NC address right away but THEN they SENT a box in June to our northern Virginia address to send our business account equipment to, even though we no longer lived there. After 20+ phone calls and nearly 8 hours of waisted time speaking with VIASAT customer service representatives VIASAT sent another box for us to send out our business equipment. THIS time they AGAIN sent it to our northern Virginia address, even though my wife had multiple lengthy conversations concerning which address the box should be sent to.
After NOT receiving the box AGAIN for another 2 weeks my wife calls AGAIN to VIASAT to confirm we never received a box and VIASAT AGAIN said, WE'RE SORRY for OUR MISTAKE, we will send you another box out; which WE HAVE NEVER RECEIVED.
During the time from June to August each week we received harassing phone calls from VIASAT to question us and accuse us of keeping their equipment and informing we would be charged if it wasn't returned. Each time my wife had to explain the issue OVER AGAIN and readdress VIASAT's INCOMPETENCE and waste her personal time trying to fix an issue that VIASAT was causing.
Finally after NEVER receiving a box from VIASAT on August 28th we wake up to $318 missing from our bank account, all because VIASAT employees CANNOT execute a simple request to send a box to the correct address.
Early today on a beautiful Saturday morning instead of enjoying time with my family I had to call VIASAT AGAIN to address their INCOMPETENCE and hope I received prompt customer service concerning my $318 being taken form me even though none of it was my fault. After waiting on hold I speak with a customer service representative who said we would NEVER have been charged if we had called and spoke with them. WHAT? After hearing that and knowing how many times my wife had called and spoken with them, it makes me think that the VIASAT customer service team has non-existent communication between their team members. To say I was upset is an understatement. Then, when I asked about my refund of my money I was told, we will send you another box and once we receive it we will then we will return your money. At this point in the conversation I realize I'm not going to receive the appropriate response I should have received concerning my money they took from me due to circumstances that VIASAT created. On top of that, I'm supposed to trust that the box will even arrive. IF this strategy is used a a way to make a solid increase on their bottom line and not a one off mistake then it is INGENIUOS. They send your box to an incorrect address, then have terrible communication between their customer service team to the point that it is frustrating to speak to them and then finally charge you missing equipment fee, INGENIOUS. Imagine how many people get frustrated to the point that they just let them have the money. WOW that is an INCREDBILE bottom line BOOSTING scheme!
At my annoyance I asked to speak to a supervisor which I was then told they had no supervisors on duty but they would send my email to a corporate escalation email box. That is what I love the MOST about today's CORPORATE business world, there is never anyone ever available to speak with who has an IQ above 7 unless you can luck up and find a corporate executive's phone number. To say VIASAT has TERRIBLE customer service is stating it kindly. Someone in their training department needs to RETRAIN every phone representative in their organization. Their communication system needs a complete overhaul since no conversations are notated when you call concerning your account.
If you are looking for a corporate conglomerate that cares nothing about you as a customer and puts systems in place that allow them to STEAL from you even though you've done everything you can to ensure you are following their procedures other than doing their jobs for them then THIS is the company for you!
To say I am completely disappointed in VIASAT's customer service doesn't begin to explain how I feel. If you want the same level of disappointment and don't mind having your money STOLEN then SIGN up with VIASAT...

I was promised that the internet speeds on a clear day wouldn't be terrible. But for the past few weeks when the weather was clear I haven't gotten above 5mbps download and 1mbps upload. And this is honestly trash for having to pay 200 a month for the best policy they have.

I was promised that the internet speeds on a clear day wouldn't be terrible. But for the past few weeks when the weather was clear I haven't gotten above 5mbps download and 1mbps upload. And this is honestly trash for having to pay 200 a month for the best policy they have.

They are falsely advertising unlimited data with NO CONTRACT but once installed, fees galore and 2 year contract. Will hang up on you and send you on a wild goose chase on the phone trying to call here and there and everywhere. Horrible service and see worthless internet. DO NOT USE or call ANY of local or 866 numbers advertised. TOTAL SCAM. Looking into filing class action lawsuit due to HUNDREDS affected.

They are falsely advertising unlimited data with NO CONTRACT but once installed, fees galore and 2 year contract. Will hang up on you and send you on a wild goose chase on the phone trying to call here and there and everywhere. Horrible service and see worthless internet. DO NOT USE or call ANY of local or 866 numbers advertised. TOTAL SCAM. Looking into filing class action lawsuit due to HUNDREDS affected.

Complaint: [redacted] I am rejecting this response because:? exede (Viasat) is currently charging our account $We will now need a refund in order to agree to the original terms.? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration ViaSat's Data Allowance Policy may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms [redacted] on November 3, 2015, and it is also available at exede.com/legal Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files On November 4, Ms [redacted] contacted ViaSat's Customer Service Department to discuss the Data Allowance Policy and ways to conserve her usageDuring this conversation, Ms [redacted] informed ViaSat's representative that she was unable to identify what was causing the data consumption Ms [redacted] contacted ViaSat again on November 5, and requested that her ViaSat account be disconnected due to the Data Allowance Policy and its limitationsViaSat's representative advised Ms [redacted] that if she choose to disconnect she would be responsible for the applicable early termination fees per the signed Customer AgreementMs [redacted] disputed these fees and ultimately requested to speak with a ViaSat supervisor During her conversation with ViaSat's supervisor Ms [redacted] was once again reminded of the early termination fees and the signed Customer AgreementMs [redacted] once again disputed these fees and ended the call as she stated she would contact her Attorney to dispute these fees In order to bring this complaint to resolution, ViaSat is unwilling to waive Ms [redacted] early termination fees in full However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment Ms [redacted] can call a ViaSat Customer Care Agent at X-XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of her account Ms [redacted] is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) ViaSat did agree to waive half of the early termination fees plus refund the first months billingThough I believe that any consumer should be released from any long-term contract fees if service was deemed to be inadequate within a reasonable time (i.eat a minimum business days or less)I am willing to accept the offer in order to proceed with other adequate services in a timely manner Final Business Response / [redacted] (4000, 14, 2015/11/30) */ Thank you for bringing Ms***' reply to our attentionIt was confirmed that a refund of $was issued on November 16, Additionally, half of the Early Termination Fees were waived as wellGiven this, ViaSat believes this complaint has been resolvedThank you Final Consumer Response / [redacted] (2000, 16, 2015/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On 11/18/ViaSat received contact from Mr [redacted] regarding the disconnection of his ViaSat accountDuring this conversation, Mr [redacted] was advised of the disconnection disclosures including the leased equipment recovery processMr [redacted] provided the ViaSat representative with his new address to have the lease recovery kit shipped to Customers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they 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 their home address within a week after their disconnection, and it will include return instructionsDue to a system error, Mr [redacted] has yet to receive the lease recovery kitIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipmentA new lease recovery has been requested, if Mr [redacted] does not receive this; please have him contact ViaSat’s 24-hour Customer Service at [redacted] Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused [redacted] was installed on April 12, ViaSat has one phone call from [redacted] on July 7, stating that she wanted to disconnect the account because they cannot use itShe states that every time it rains the service goes outDuring this call the account was in a non-pay suspension and [redacted] was advised that the account cannot be disconnected until the bill was paid and the service was resumedViaSat understands that the service is not meeting Mror [redacted] ’s needs or expectationsIn order to arrive at a resolution ViaSat will provide two options for [redacted] Option number one is that ViaSat can send out a technician free of charge to see if the issues that [redacted] is experiencing can be fixed and option number two would be to allow [redacted] to disconnect the account with the early termination fees waived [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] with whatever option he decides Thank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced The Customer Agreement, signed by Ms [redacted] on January 8, and available at exede.com/legal, states that subscribers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after their disconnectionThis equipment return kit is usually delivered to the mailing address ViaSat has on file for the customer Ms [redacted] contacted ViaSat on May 13, to disconnect her accountDuring this conversation, she was advised of the above information regarding the return of her equipmentViaSat attempted to deliver the UPS box to Ms [redacted] 's mailing address ( [redacted] XXXXX-XXXX); however, it was returned to senderOnce a box has been returned to sender, ViaSat is unable to deliver it to the same address Between June 19, and July 27, 2015, Ms [redacted] contacted ViaSat three times regarding the equipment return kitEach time, a request was escalated to have the box sent to Ms [redacted] ; however, during the June 19, and July 16, interactions, these requests were not escalated correctly to have the box shipped to Ms [redacted] 's physical address ( [redacted] XXXXX)We apologize for any frustration this may have caused Ms [redacted] to experienceOn July 16, 2015, ViaSat collected a payment of $for the unreturned equipment fees On July 27, 2015, a request to have the box shipped to Ms [redacted] 's physical address was escalatedThe equipment return kit was delivered to Ms [redacted] 's home address on August 5, ViaSat received the equipment on August 15, A refund for the payment of $was issued to Ms [redacted] 's payment method on September 1, We apologize for any frustration Ms [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] 's complaint Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Thank you for bringing Ms***' complaint to our attentionWe apologize for any issue she [redacted] have experienced with ViaSat At the time of sale, customers are advised that the speeds of the service [redacted] vary and are not guaranteedThis is also addressed in the Customer AgreementDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity Ms [redacted] is currently receiving ViaSat's Essential GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers customers download speeds up to Mbps, upload speeds up to Mbps, and a GB monthly data allowance Our records show Ms [redacted] contacted ViaSat on July 3, via email regarding the speed of her serviceThe responding ViaSat representative advised Ms [redacted] that her services appeared to be running optimally, and provided her with troubleshooting steps she could perform on her ownThe ViaSat representative also advised Ms [redacted] that if she continued to have issues, she should call into ViaSat's 24-hour Customer Service Department for further assistance ViaSat received a second email from Ms [redacted] on July 5, 2015, at which time she inquired about disconnecting her serviceThe responding ViaSat representative reminded Ms [redacted] of the early termination fees, and advised that disconnections could not be processed via email On July 14, 2015, a ViaSat representative made an outbound call to Ms [redacted] regarding her service issues and disconnection requestThere was no answer; the representative left a message advising Ms [redacted] of some troubleshooting steps she could follow and provided information on the early termination fees In order to come to a resolution to this complaint, ViaSat is willing to waive Ms***' early termination fees for both her Exede Internet and Voice services if she chooses to move forward with the disconnection of her accountMs [redacted] contact ViaSat's 24-hour Customer Service Department at XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt 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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on March 14, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12: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 speedsIn order to arrive at a resolution ViaSat has waived the early termination fees from the accountMs [redacted] will want to make sure the equipment is sent back using the prepaid shipping label and box that she will receive courtesy of UPSThank you for allowing ViaSat the opportunity to respondTell us why here

ViaSat stands behind its previous responseViaSat did provide Ms [redacted] with GB of additional usage at no cost to her on November 10, Again on December 6, 2015, Ms [redacted] was provided with GB of additional usage at no cost to her due to the connectivity of her accountOn December 20, 2015, Ms [redacted] contacted ViaSat to discuss the Data Allowance Policy and its restrictions Per ViaSat’s previous reply, ViaSat is unwilling to refund the remaining $collected for the early termination fees as Ms [redacted] requested the disconnection of her ViaSat account and was advised of these fees at the time of disconnectionAdditionally, ViaSat provided Ms [redacted] with additional usage, options to purchase additional usage, the option to upgrade her account to one that would better suit her needs, and the Late Night Free ZoneViaSat issued the refund of $to Ms [redacted] payment method on file on April 27, The refund should have been received within three to five business days Thank you

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any confusion she may have experienced Our records show Ms [redacted] setup service through an authorized ViaSat dealer on June 28, ViaSat internally supplies customers who setup service through this dealer with $ ViaSat received a call from Ms [redacted] on August 13, because she had not received this gift cardDuring this conversation, Ms [redacted] was advised by the ViaSat representative that she would need to contact her dealer regarding the gift card ViaSat did not receive any further contact from Ms [redacted] until July 25, 2015, at which time she requested the disconnection of her account because she was movingDuring this conversation, the ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and early termination feesAt this time, Ms [redacted] advised that she had never received her promotional gift card, and was once again advised that she would have to work with her dealer for resolution The Customer Agreement, signed by Ms [redacted] on July 8, 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 termOn August 12, 2015, ViaSat charged Ms [redacted] $in early termination fees, but the payment failedOn September 14, 2015, the account was sent to outside collections for nonpayment In response to this complaint, ViaSat internally escalated Ms [redacted] 's complaint for review, at which time it was determined that she did not receive the $gift card due to an errorIn order to resolve this concern, ViaSat will send Ms [redacted] a $gift card on October 2, 2015; however, as she is receiving this gift card, ViaSat does not agree to waive her early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat received a call from Ms [redacted] on March 16, requesting copies of the bills starting from October on and showing the charges totaling over $4,The copies of these bills were sent out on March 21, and Ms [redacted] should see them within 3-business days from that dateViaSat is not able to transfer the account name over to another nameIf Mr [redacted] would like his own account he will need to call in and set that up on his ownAs far as the disputes between Mr [redacted] and Ms [redacted] they will have to take that up with themselves or the court Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, and equipment lease requirementsThey are also informed that speeds may vary and are not guaranteedEach of these points is also addressed in the Customer Agreement signed by Mr [redacted] on May 13, and available at exede.com/legal Our review of Mr [redacted] account shows that he contacted ViaSat on May 10, because he’d ordered service through DIRECTV and wanted to confirm installation appointmentAt this time, it was determined that no order had been placed; accordingly, Mr [redacted] call was transferred to ViaSat’s Sales department so his order could be placed During his conversation with ViaSat’s sales representative, Mr [redacted] was accurately advised of all aspects of the service, including ViaSat’s billing processes, Data Allowance Policy, and early termination feesWhen Mr [redacted] advised that he was currently receiving fiber services, the sales representative also advised him that ViaSat’s services would be significantly slower than what he was used toHe was also advised that he should stay with his current ISPMr [redacted] chose to move forward with ordering the Exede Internet and Voice servicesWhen asked what he used the service for, Mr [redacted] advised that his household mostly did web browsing and limited file uploads, but did not stream any video or audioBased on this information, the ViaSat sales representative recommended that MrNicekrson sign up for the Exede Liberty 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee Regarding the cost of Mr [redacted] third-party wireless router, during his conversation with ViaSat’s sales representative, Mr [redacted] was given the option of choosing ViaSat’s Exede modem at an extra $a monthMr [redacted] declined this offer and opted for ViaSat’s standard modem, which does not provide Wi-FiViaSat does not provide customers with third-party wireless routers The Exede Internet service was installed at Mr [redacted] home on May 13, ViaSat received a call from Ms [redacted] on May 18, because she was unable to use DIRECTV’s OnDemand serviceAt this time, Ms [redacted] was advised that the functionality of the OnDemand service was not guaranteedThe ViaSat representative also advised Ms [redacted] that she was over her 10GB monthly priority data and had been subsequently slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative offered to transition her service plan to one that would better suit her needs, and provide her with a monthly discount of 50% off the service plan price for three monthsMs [redacted] declined and advised that she would be contacting DIRECTV regarding her concerns, and would likely disconnect the service Ms [redacted] made a second call into ViaSat the same day regarding her service, at which time she was once again offered the opportunity to transition her service plan to one that would better suit her needs with a monthly discountMs [redacted] was also advised that she would be charged early termination fees if she chose to move forward with the disconnection of her serviceThis information was reiterated by a ViaSat supervisor when she requested to speak to oneMs [redacted] chose not to disconnect the account that day In recognition of his short term as a ViaSat subscriber, ViaSat will agree to waive Mr [redacted] early termination fees in full provided that he disconnect prior to June 16, Mr [redacted] is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return If Mr [redacted] would like to move forward with the disconnection of his service, he may contact ViaSat’s 24-hour Customer Service department at 1-855-463-in reference to ticket no [redacted] If Mr [redacted] ported his number for use with ViaSat’s Exede Voice service, he should port his number back over to his new carrier prior to disconnecting Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to Viasat’s attentionWe apologize for any confusion or frustration this situation might have caused Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 360p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting 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 GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers 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 Between December 12, and December 19, 2017, Ms [redacted] contacted Viasat on eight separate occasions regarding the connectivity and speeds of her Viasat accountDuring her conversation on December 12, with the Viasat representative, Ms [redacted] was advised that her download speeds of and upload speeds of 2.59, within the advised limits On December 19, 2017, Ms [redacted] contacted Viasat to request a service call as she felt the speeds she was getting were not within the advised limitsDuring this conversation, Ms [redacted] was advised that a service call was not needed as she was receiving speeds within the limits In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to waive the applicable early termination fees of approximately $However, Ms [redacted] will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions If Ms [redacted] wishes to disconnect her account with waiver of the early termination fees, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463-and reference ticket [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms [redacted] was receiving ViaSat’s Liberty GB – Boost + service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides customers with GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsIt also comes with a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets, pursuant to ViaSat’s Data Allowance Policy Our records show Ms [redacted] purchased ViaSat’s service through an authorized ViaSat dealerAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees, and Data Allowance PolicyThese points are also addressed in the Customer Agreement, signed by Ms [redacted] on September 30, All ViaSat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale Ms [redacted] ’s service was installed on September 30, ViaSat received a call from her on October 4, because she had exceeded her monthly priority dataDuring this conversation, the ViaSat representative reviewed Ms [redacted] ’s data usage with her and informed her of her available options for obtaining more dataMs [redacted] accepted a one-time offer to have GB of free additional data applied to her account On October 14, 2016, Ms [redacted] sent an email to ViaSat requesting the disconnection of her account due to the data limitations, and advising that she was informed at the point of sale that the service would meet her family’s streaming needsIn response to this email, a ViaSat representative informed Ms [redacted] that she would need to call into ViaSat’s 24-hour Customer Service Department to disconnect her service, as disconnection requests could not be accepted via email ViaSat did not receive any further contact from Ms [redacted] until November 1, 2016, when she called to disconnect her accountAt this time, she was reminded of the 24-month minimum service term and applicable early termination feesThis information was reiterated to her when her call was transferred to a supervisor, per her request; however, the ViaSat supervisor also agreed to apply a credit of $towards her early termination feesMs [redacted] accepted and moved forward with the disconnection of the serviceUnfortunately, our review of the account shows that this was not appliedWe apologize for any frustration this may have caused Ms [redacted] to experience On November 30, 2016, Ms [redacted] called ViaSat to dispute the early termination feesAt this time, she was informed that, as she had been using the service, the fees would be valid ViaSat charged Ms [redacted] $in early termination fees on December 1, 2016, but the payment failedSubsequently, on December 19, 2016, the account was referred to outside collections for the balance due As resolution to this complaint, ViaSat will agree to waive half of the balance due of $329.50, leaving Ms [redacted] responsible for $Ms [redacted] may either make a payment for this amount directly with ViaSat, or through the collections agency via the contact information they provided Thank you for the opportunity to respond