ViaSat

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedIt 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weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, ViaSat cannot guarantee any particular speed to you ViaSat discloses at the point of sale and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 guaranteedViaSat was able to locate the communication between Mr [redacted] and their Social Media teamViaSat’s Social Media last responded to Mr [redacted] on December 31, informing him that we did escalate his issue regarding the data concernsIn 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 videoMost days at least one device is hitting the network 24/There are multiple devices and they have all recently accessed the networkViaSat’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 networkIf Mr [redacted] is still experiencing connectivity issues he can contact Customer Care anytime at [redacted] for assistanceThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing that Mr [redacted] ’s rebuttal our attentionWe apologize for any frustration he may have experienced with ViaSat’s Data Allowance PolicyIn ViaSat’s previous response, we stated that Mr [redacted] was receiving the Exede GB planWe apologize that the pricing provided was incorrectAdditionally, as stated, 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 planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.netConsecutively, Mr [redacted] has gone over his monthly usage allotment of GB the last two months; January and FebruaryIn January, Mr [redacted] used GB of his GB plan As of today, February 22, 2017, Mr [redacted] has used GB of his GB plan and his usage is scheduled to reset on March 01, Upon review of Mr [redacted] ’s account, ViaSat determined that the usage was consumed by web browsing, other traffic (software updates, secure networks, and generic traffic), social networking, marketplaces (app stores, and eReaders) and mediaFurther, since December 2014, on fifty nine separate occasions, additional gigabytes have been added to Mr [redacted] ’s account due to the breech in the data allowance policyIn response to this complaint, ViaSat escalated Mr [redacted] ’s account concern internally to ensure that his data usage meter is working properlyAs of February 22, 2017, ViaSat has not found any issues with Mr [redacted] ’s data usage meterIf Mr [redacted] continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activitiesIf Mr [redacted] would like to discuss his usage or transition his service to a plan that better meets his needs, he may contact ViaSat’s 24-hour Customer Service Department at [redacted]

Complaint: [redacted] I am rejecting this response because:There is no further action required, BUT I'd like my complaint to be kept on file.? No time was I told by Viasat that there was a day period required to change my payment method.? No time was I told there was early termination fee of contract, no time was I told there was no day trial period, no time was I told there were internet data limits, no time was I told my internet speed would drop to 1-mbpd.? I asked to speak to customer service supervisor and was denied.? Their internet connection was so bad I had to go to library to use internet.? Their internet installer used "aluminium foil" to seal the holes in my hard wood floors he passed the cable through.? Worst customer service I've ever experienced.? Please post these comments do other potential customers can read.Thanks Revdex.com for your quick attention and service on my complaint Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation 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 Mr [redacted] on October 14, 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 Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers 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 Mr [redacted] called ViaSat on October 15, regarding the Customer Agreement which he states he did not physically sign 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 Mr [redacted] 's electronic signature on the Customer Agreement dated October 14, We apologize for any misunderstanding regarding the electronic signature process In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination fees; however, Ms [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 pre-paid 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 ViaSat will disconnect the account as of October 23, Should Mr [redacted] require the account to be active for any other length of time, please have him contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to ViaSat’s attentionWe apologize for any confusion this situation may have caused Mr [redacted] contacted ViaSat on July 25, 2016, to discuss the connectivity of his ViaSat accountDuring his conversation, Mr [redacted] was advised that the issues with his services were due to an outage in his locationMr [redacted] did not request the disconnection of his account at this timeOn August 8, 2016, Mr [redacted] contacted ViaSat due to the charge of $to his payment method on fileMr [redacted] informed the ViaSat representative that his ViaSat account should have been disconnected and that this was not a valid chargeThe ViaSat representative informed Mr [redacted] that we did not receive any contact from him regarding the request to have his account disconnect and therefore, these charges were valid In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to refund the charge of $to Mr***’ payment method on fileMr [redacted] should receive his refund in three to five business daysIf he does not, he may contact ViaSat’s 24-Hour Customer Service department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Mr [redacted] was receiving ViaSat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr [redacted] ordered service during a promotional period, he was receiving $off his service plan price for three months, as well free EasyCare for the same durationViaSat currently does not have a service plan that offers 30-Mbps download speed at $a monthWe apologize for any frustration this may have caused Mr [redacted] to experience The Unlimited Bronze Mbps service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming on small screen devices at 360pHowever, 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 softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Mr [redacted] electronic signature on the Customer Agreement dated November 17, Our records show Mr [redacted] contacted ViaSat on November 20, to disconnect his accountDuring this conversation, he expressed that he felt he had been misinformed at the point of sale, and disputed the Customer AgreementThe ViaSat representative offered Mr [redacted] a service plan transition and a discount of $off his bill per six months, but Mr [redacted] declinedAt this time, the ViaSat representative reviewed the disconnection disclosures and processed the disconnection request 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 As resolution to this complaint and in consideration of Mr [redacted] short term as a ViaSat subscriber, ViaSat has waived his early termination fee as of November 21, Mr [redacted] should receive a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver within a week after his disconnection, but should be advised there may be a delay due to the upcoming holiday Thank you for 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 AgreementA 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] ’s complaint to Viasat’s attentionWe apologize for any inconvenience this may have caused.At the time of sale customers are made aware of Viasat’s Data Allowance Policy, the 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on October 23, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionIn order to arrive at a resolution Viasat has issued back a refund of $which is half of the early termination fee chargeMs [redacted] will see this refund within 3-business days.Thank you for allowing Viasat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24- month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on December 16, and available at Exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Ms [redacted] previously had an account with ViaSat that she disconnected and ViaSat agreed to waive the early termination feesMs [redacted] opted to reconnect the account and was advised that the early termination fees would apply on this new account if disconnectedMs [redacted] called ViaSat on April 8, wishing to disconnect with no early termination feesViaSat’s Customer Care representative advised Ms [redacted] that the early termination fees would be valid if the account was disconnectedMs [redacted] started using profanity during this call and got highly upsetViaSat’s Customer Care representative opted to disconnect the call due to this situationViaSat has the ability to pull the calls for quality assurance purposes and they were able to validate this In order to arrive at a resolution ViaSat has agreed to waive the early termination fees one more timeShould Ms [redacted] wish to reconnect the account at any time and decides to disconnect again she will be responsible for the early termination feesMs [redacted] will need to make sure the equipment is sent back using the prepaid shipping label and box that ViaSat supplies after the disconnection Thank you for allowing ViaSat 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 upon the following conditions: I receive a corrected statement balance of $on the March billing cycle with ViaSatI am not turned over to collections before the March billing cycle reflects the corrected statementBefore I accepted ViaSat's response I wanted to verify that my account charges had been waived in their systemI called yesterday 2/28/at 9:30AmI spoke with Gary.(transaction ID # [redacted] ) He researched my account and verified that the waiver was approved 2/27/at 6:pmWaiver confirmation # [redacted] I also wanted to verify that I would not be turned over to a collection agency before the next billing cycle reflected the waiverHe assured me I would not be turned over after speaking with his floor supervisorHe said, "you will not be turned over to collections." As long as I receive the a statement balance of $after the 20th of March then yes, I do find this resolution satisfactory Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation may have caused 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 Ms [redacted] on December 31, (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 filesDue 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 Ms [redacted] last contacted ViaSat's customer service department on September 10, to discuss her usageDuring her conversation with ViaSat's representative, Ms [redacted] was educated on the termination fees should she wish to disconnect, the need for a service call, and data usage informationThe call was disconnected before ViaSat's representative could assist any further If Ms [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activitiesAdditionally, if Ms [redacted] wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement ViaSat is willing to assist Ms [redacted] in resolving any concerns she might have regarding her data usage; however, she will need to contact our customer service department at [redacted] 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 ViaSatAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and early termination feesThese points are also addressed in the Customer Agreement, available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionThe minimum service term starts on the date of a customer’s installationMs [redacted] ordered service through [redacted] , an authorized seller of ViaSat’s services, on July 25, 2014, and was installed on July 26, Ms [redacted] ’s contract term started on July 26, Ms [redacted] called ViaSat on July 29, advising that she had not been aware that her Exede Internet service would be billed separately from [redacted] , and requested the disconnection of her accountDuring this conversation, the ViaSat representative offered Ms [redacted] a monthly discount of $off of her ViaSat bill per month for months and a credit of $if she would keep ViaSat’s serviceMs [redacted] acceptedThe ViaSat representative also advised Ms [redacted] of ViaSat’s billing practices, including being billed a month in advance and that it would be automatically drafted from her accountViaSat handles customer billing for its own services and therefore, Mr [redacted] would be billed separately by ViaSat for his internet service Unfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billingThe Customer Agreement authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees ViaSat informs customers when their bill is due via emailOur records show these notices would have been sent to Ms [redacted] at [redacted] On August 8, 2015, ViaSat attempted to collect a payment of $from Ms [redacted] for her monthly service fees, but the payment failedHer account was suspended for nonpayment on August 19, 2015, and disconnected for the same reasoning on November 24, As Ms [redacted] still had approximately months left in her 24-month minimum service term, ViaSat charged her $for her early termination fees ($114.00) plus the existing balance due ($60.58) on December 8, Once again, this payment failedOn January 11, 2016, the account was sent to outside collections for the unresolved balanceIn order to come to a resolution regarding this complaint, ViaSat will waive Ms [redacted] ’s early termination fees of $from the collections balance; however, Ms [redacted] is still responsible for the monthly service payment of $She may either pay this through ViaSat directly by contacting our 24-hour Customer Service Department at ###-###-####, or through the collections agencyViaSat did not report the delinquent balance to any credit reporting bureausThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Viasat offers nothing but an excuse, Poor download speeds are occurring almost any time, 24x7.Opening the Revdex.com email that I am replying to, took over minutes, this is unacceptable service Viasat customer service suggested buying the premium plan at month to resolve the issue If that is the case, then the issue is Viasat not providing the service contracted for at the price agreed on It appears that the only recourse in this mater is to pursue legal action seeking protection under the Texas Deceptive Trade Practices Consumer Protection Act (DTPA) Sincerely, [redacted] ***

Thank you for bringing Mr [redacted] complaint to our attention.Mr [redacted] has two accounts with Viasat, both active and receiving Viasat’s Unlimited Bronze Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.In order to attract new customers, Viasat is offering a promotional discount of $off for the first three months of the service plan, however this discount is only for new customersWe apologize if Mr [redacted] was given this pricingIn order to bring this complaint to resolution, Viasat has added the promotional discount of $off for three months to both of Mr [redacted] accounts, which will be seen starting on his next billIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement provided to each new subscriber and signed by Mr [redacted] on June 20, obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply Mr [redacted] contacted ViaSat's customer service department on December 12, to discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr [redacted] was educated on the early termination feesAs Mr [redacted] was disputing these fees, Mr [redacted] was advised that a supervisor would make contact with him at a later time to discuss On December 13, Mr [redacted] contacted ViaSat's customer service department to again discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative Mr [redacted] was advised that the early termination fees of approximately $were validMr [redacted] disputed these fees as he stated the landlord was unwilling to have the equipment installed at his location; however, Mr [redacted] did have the option to have the services installed on a pole mount As Mr [redacted] did have the option to have the services installed at his new location on a pole mount, ViaSat is unwilling to waive his early termination fees in full However, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipment Mr [redacted] can call a ViaSat Customer Care Department at 1-855-463-to request the disconnection of his ViaSat account with waive of half the early termination fees and to have ViaSat send another UPS box Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ? ? The $listed on my statement 5/18/was NOT a credit to my account it was a debtPlease correct your mistake Thank you ,? [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused ViaSat received a call from Mr [redacted] 's girlfriend on September 7, stating that she had recently upgraded her Windows operating system to Windows and since this date she had been experiencing issued with her servicesOn this date ViaSat's technical support team worked with the customer to remove junk files, optimize the computer, and remove several infections from the computer systemAt that time the customer's services were working correctly On September 14, Mr [redacted] 's girlfriend made contact once again to discuss the difficulties connecting to their ViaSat servicesDuring her conversation with ViaSat's customer service representative she was advised that the issue appeared to be due to the breech in the data allowance policyTo date, Mr [redacted] 's ViaSat account has utilized GB of his GB (6-month promo GB) plan The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersThe 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 filesIt appears that the majority of their usage is being utilized on Netflix As a gesture of good faith ViaSat will agree to issue a good will credit for $to be applied to Mr [redacted] 's accountIf he continues to experience connectivity issues related to the data allowance policy, please have Mr [redacted] contact ViaSat's customer service department at XXX-XXX-XXXX 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 meViasat should have cleared the my account balance but instead issued a a payment as such I will make the payment of $to Viasat.? Sincerely, [redacted] ?

Thank you for bringing [redacted] ***’s complaint to our attention Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees Customers are responsible for returning the modem and transceiver associated with their original account within days after its disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement signed by [redacted] on July 27, ViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instructions within a week after disconnection, to be delivered to the address on file or the customer’s new address upon request Our records show [redacted] called ViaSat on September 27, to move her service to her new addressDuring this conversation, [redacted] was informed of all disclosures associated with a one-time move, including that she would be responsible for returning ViaSat’s modem and transceiver once her original account had been disconnectedShe was informed that the [redacted] equipment return kit would be shipped to her new address [redacted] was also advised that the early termination fees for her original account would be waivedThe account was scheduled for disconnection on September 29, 2017, per [redacted] ***’s request On September 30, 2017, [redacted] ***’s early termination fees were waived in fullViaSat was informed on October 31, that [redacted] had not returned the modem and transceiverSubsequently, on November 1, 2017, she was charged $in unreturned equipment fees, but the payment failed [redacted] called ViaSat the same day regarding the charge, at which time she was incorrectly informed the charge was for the early termination feesThe ViaSat representative advised that they would escalate a credit to have the balance removedWhen [redacted] advised she was charged overdraft fees, she was informed that she would need to fax in a copy of her bank statement so she could be reimbursed On November 2, 2017, it was determined that the modem associated with [redacted] ***’s original account was being used on her new account, and a request to have the unreturned modem fee was submittedHowever, this request was not submitted properly; subsequently, on November 3, 2017, ViaSat successfully collected the unreturned equipment fees of $from [redacted] on November 3, [redacted] contacted ViaSat on November 4, regarding the charge to her account, at which time a request to have the charge refunded was submittedDuring this conversation, the ViaSat representative informed [redacted] that ViaSat did not have record of her transceiver being returned, and that she was still responsible for ensuring it wasAt this time, [redacted] advised that she believed the technician had installed her old transceiver for service at her new address [redacted] was informed that a new modem and transceiver were typically installed when a customer moved to a new location [redacted] requested to speak to a supervisor regarding the matterUnfortunately, call dropped while she and the representative were waiting for supervisor assistance; however, the ViaSat representative escalated a request to have [redacted] refunded the $charge As resolution to this, ViaSat has issued a refund of $to [redacted] ***’s payment method as of November 6, [redacted] should be informed that it may take to business days from the issue date for her financial institution to deposit the amount back into her account Additionally, ViaSat is willing to reimburse [redacted] for any overdraft fees she may have incurred as a result of the unreturned equipment fee [redacted] should fax a copy of her 30-day rolling bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft fees [redacted] should be advised to black out any personal information, such as her full bank account number [redacted] can send this documentation to ViaSat via fax at [redacted] in reference to ticket no [redacted] Regarding the charge of $ [redacted] was charged, our records indicate that is a valid monthly service payment for the active service at her new addressViaSat does not agree to issue a refund for this amountViaSat will only reimburse [redacted] for the overdraft fees caused by the unreturned equipment fees Thank you for the opportunity to respond

Thank you for brining Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMr [redacted] contacted ViaSat on May 1, to discuss the connectivity of his ViaSat accountDuring his conversation with the ViaSat representative, Mr [redacted] was unwilling to troubleshoot his computer and requested that the troubleshooting steps be performed through his cellphoneHowever, ViaSat is unable to perform troubleshooting steps on a cell phoneOn this date, Mr [redacted] requested a service call which was subsequently scheduledViaSat’s Home Service Provider went to Mr [redacted] location on May 3, and repointed and peaked his ViaSat dishThis appeared to have resolved any issues that might have been affected Mr [redacted] servicesCurrently, Mr [redacted] has used GB of his GB purchasedCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr [redacted] on October 15, (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 usageThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetAdditionally, on May 2, 2016, ViaSat issued a credit of $to Mr [redacted] account as a gesture of good faithThis credit will apply towards his May 20, ViaSat billGiven that Mr [redacted] has been given a goodwill credit, and that the service call was completed on May 3, 2016, ViaSat believes that his issue has been resolvedIf Mr [redacted] continues to experience issues with connectivity directly related to the Data Allowance Policy, he may contact ViaSat’s 24-Hour Customer Service at [redacted] and review the alternate packages available in his area that might better suite his needsThank you for the opportunity to respond