ViaSat

Thank you for bringing Mrs [redacted] complaint to ViaSat attentionWe apologize for any confusion she might have experienced At the time of sale Customers are made aware of ViaSat’s 24-month minimum service term commitment and if service is canceled prior to the minimum service term, early termination fees will apply.? They are also informed that speeds may vary and are not guaranteed.? Each of these points is also addressed in the Customer Agreement signed by Mr [redacted] on April 30, and available at exede.com/legal.? We apologize if Mrs [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 equipment.? Speeds can also be affected by programs that are running in the background, the router, and day-to-day activitySince installation, Mrs [redacted] has contacted ViaSat on twelve separate occasions regarding the connectivity of her account.? Each time, Mrs [redacted] was advised that her services appeared to be working properly and was advised that it appeared to be an issue with her routerNevertheless, on November 20, ViaSat sent a technician to Mrs [redacted] ’ locationThis service call was completed and Mrs [redacted] account passed all troubleshooting steps On April 10, Mrs [redacted] contacted ViaSat to discuss the connection of her ViaSat accountDuring her conversation with the representative, Mrs [redacted] was advised that her router was set to bridge mode and once reset to home network her services appeared to be restoredGiven this information, ViaSat believes that Mrs [redacted] ’ issues with her services are directly related to the router in place In response to this complaint, ViaSat agrees to disconnect Mrs [redacted] account with her early termination fees waived in fullIf she wants to move forward with the disconnection of her account, please have Mrs [redacted] may contact ViaSat’s 24-hour Customer Service number at 1- 855-463-and reference ticket [redacted] However, Mrs [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 free 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 returnThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for bringing Ms [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 Ms [redacted] on July 31, 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 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] contacted ViaSat's Customer Service Department on August 11, to discuss the disconnection of her accountDuring her conversation with ViaSat's customer service department, Ms [redacted] was advised that should she disconnect she would be responsible for early termination feesMs [redacted] did decide to move forward with the disconnection of her ViaSat account As a gesture of good faith ViaSat will agree to refund the $collected on September 2, This refund will be issued back to the payment method on file on September 3, and should be received within three to five business daysHowever, 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, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response and appreciate the fact that they are willing to refundI understand all the information provided in the above message however, my complaint was that it was totally misrepresented to me at the initial callThe equipment has already been returned, it was sent USPS on Friday August 28th, Please see photo attached from the post office I would hate for you to charge me $300, when I did in fact send the equipment backThank you, [redacted] Final Consumer Response / [redacted] (3000, 14, 2015/10/12) */ As the defendant said in their response that they would reimburse the $370.86-to this day they still have not credited my credit cardI would like to know why and what the hold up is? Final Business Response / [redacted] (4000, 16, 2015/10/14) */ It is unclear the rebuttal Ms [redacted] has submittedViaSat has issued Ms [redacted] a refund of $for the payment collect on September 2, and no charges have occurred for failure to return the leased equipmentCurrently, Ms [redacted] 's ViaSat account has a zero balanceThank you

Thank you for bringing Mr [redacted] complaint to our attention Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs Mr [redacted] ordered service during a promotional period, he is receiving a discount of $off his bill per month for the first three months of serviceThe Unlimited Data Silver service plan provides unlimited data usage at regular download speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p 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 speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed 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 Our records show Mr [redacted] called into Viasat on December 16, to report a connectivity issueDuring this conversation, Mr [redacted] was guided through troubleshooting, but the issue persisted and a service call was orderedA second call was received from Mr [redacted] the same day, at which time he requested the disconnection of his serviceAt this time, the Viasat representative cancelled Mr [redacted] service call request, and reviewed the disconnection disclosures with Mr [redacted] Mr [redacted] elected not to disconnect the service that day, and advised he would call back A third call was received from Mr [redacted] the same day, at which time he requested to speak to a supervisor regarding concerns he had about the point of sale informationDuring the conversation with the supervisor, Mr [redacted] informed that he felt he had not been properly advised of the service, including the pricingIn response to Mr [redacted] service issues, the Viasat supervisor guided him through troubleshooting and ordered another service callCurrently, this service call is still open in a pending status As resolution to this complaint, and in consideration of Mr [redacted] short term as a Viasat subscriber, Viasat will agree to waive his early termination fees in full upon the disconnection of the accountMr [redacted] is responsible for returning Viasat’s modem and transceiver within 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 his home address within a week after his disconnection, and it will include return instructions If he would like to move forward with the disconnection of his account, he may call Viasat’s 24-hour Customer Service Department at 1-855-463-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 meDon't understand how I can be charged tax on a service call but whatever!! Won't argue over $because I am tired of arguing with this company!! And HOPE the charge on my account will be zeroed out! I will just have to keep checking on that? Thank You Revdex.com for all your help!! Sincerely, [redacted] ***? ?

Thank you for bringing Ms***’ complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on December 9, and also available at [redacted] , 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 termEarly termination fees are $a month per each remaining month in a customer’s 24-month minimum service term, and is collected in a lump sum on the customer’s next bill cycle date following disconnection The Customer Agreement also 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 Our records show Ms [redacted] was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and 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 ViaSat received a call from Ms [redacted] on January 19, because she was experiencing a connectivity issueDuring this conversation, Ms [redacted] was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsShe was also informed that network congestion in her area was impacting her services, further slowing her speedsMs [redacted] requested to have her service plan transitioned from the Liberty GB plan to the Liberty GB planThis was processed accordingly, with Ms [redacted] being advised of all pertinent disclosures On February 5, 2016, Ms [redacted] called to disconnect her account because she was unhappy with the serviceAt this time, the ViaSat representative offered Ms [redacted] a retention discount of 50% off her bill for three months, but Ms [redacted] declinedThe ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and the applicable early termination fees, which Ms [redacted] acknowledged; they also advised Ms [redacted] that the early termination fees would be withdrawn from her account in one lump sumMs [redacted] chose not to disconnect at that time because she wanted to discuss her funds with her bank ViaSat received a second call from Ms [redacted] the same day, at which time she once again requested disconnection, at which time she was reminded of the early termination feesHowever, when the ViaSAt representative offered her a 50% discount off her next three bills, Ms [redacted] acceptedUnfortunately, the ViaSat representative did not take into account that Ms [redacted] had transitioned her service plan and quoted her the wrong priceThe representative also failed to properly escalate the request so it would be applied to Ms***’ accountWe apologize for any frustration this may have caused Ms [redacted] to experience On February 12, 2016, ViaSat collected a successful payment of $from Ms [redacted] for her monthly service fees, including prorated fees based on the date of her service plan transitionOn March 12, 2016, ViaSat charged another monthly service fee in the amount of $110.73, but the payment failed Ms [redacted] called ViaSat on March 14, to confirm that she was receiving the 50% off discount on her billAt this time, the ViaSat representative incorrectly advised that she would receive the discount on her April, May, and June billsMs [redacted] made a one-time payment for the balance due of $on March 17, 2016, which was successfully collected by ViaSat on March 18, ViaSat collected a monthly service payment of $on April 12, Ms [redacted] called the same day regarding the discount she was supposed to be receiving for three monthsAt this time, it was determined that no discount had been placed on Ms***’ account, and a refund request for $was escalated for three months of $49.99, which should have been reduced from Ms***’ bill for three monthsThis refund was issued to Ms***’ payment method on April 13, On May 12, 2016, ViaSat charged Ms [redacted] $for monthly service, but the payment failedMs***’ account was subsequently suspended for nonpayment of service on May 15, Ms [redacted] called ViaSat on May 16, to disconnect her account because she had not received her discountAt this time, the ViaSat representative reminded Ms [redacted] that she had received a refund for the errorAs Ms [redacted] still wanted to disconnect, the ViaSat representative reminded her of her signed Customer Agreement, early termination fees, unpaid balance of $110.73, and the leased equipment return requirements before processing her request ViaSat received Ms***’ modem and transceiver on June 4, On June 16, 2016, ViaSat successfully collected a payment of $for her early termination fees ($269.00) and the unpaid monthly service fees ($110.73) Ms [redacted] called ViaSat on July 5, regarding the payment and to request a refund of half of the charge of $379.73, at which time she was advised that the charge was valid and would not be refundedShe was also advised at this time that the charge of $was for unpaid monthly service fees and the early termination feesThis information was reiterated to her on August 11, In order to resolve this complaint, ViaSat will issue a refund of $for May’s monthly servicesThis refund has been issued to her payment method as of August 15, 2016, and it make take her three to five business days to see it deposited into her account We apologize for any frustration or confusion Ms [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our records show [redacted] contacted ViaSat on October 21, to disconnect her account due to a devastating eventAt this time, she advised she would call back to reconnect her account once she could return homeOn November 28, 2015, ViaSat collected a payment of $from [redacted] for the unreturned equipment fees [redacted] called ViaSat on November 30, to reconnect her account, but was not home with the equipment at the time and advised to call back On January 2, 2016, [redacted] called ViaSat to have her account reconnected and advised that she would need a technician to come to her home to replace some cablingUnfortunately, the ViaSat representative failed to transfer [redacted] to the correct department and incorrectly advised her that a service call had been created for January 8, [redacted] called regarding her appointment on January 8, 2016, but no service call could be locatedAt this time, [redacted] was escalated to the correct department to have her account reconnected, per process, and a service call was created Due to a technical error, [redacted] service call did not post into ViaSat’s work order management system until January 27, ViaSat’s Home Service Provider (HSP) made seven attempts to contact [redacted] to schedule the appointment between January 29, and February 13, 2016, with no response or call back from [redacted] On February 27, 2016, the service call was canceled due to lack of response [redacted] called ViaSat on May 23, regarding the unreturned equipment fees of $324.75, advising that she had sent the equipment back via USPSA refund request was internally escalated at this timeShe called in again about the unreturned equipment fee on June 21, 2016, and was incorrectly advised that the refund had been processed and she would see it within 3-business daysMsWaterson was correctly advised on June 28, that the timeframe for all refunds was 7-business days; however, she was also made aware of the fact that ViaSat had no record of her equipment being returned As resolution to this complaint, ViaSat has electronically issued [redacted] a refund of $as of today, July 7, Due to the processing time of some banks, it may take [redacted] 3-business days from the issue date for her to see it deposited into her account We apologize for any frustration [redacted] may have experiencedThank 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 causedAt the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees Each of these points is also addressed on the first page of the Customer Agreement signed by Mrs [redacted] on December 22, and available at [redacted] We apologize if Mr [redacted] feels these points were not communicated to his satisfactionSince activation of his ViaSat account, Mr [redacted] has not contacted ViaSat regarding any issues he might have been experiencing with his servicesDue to this, ViaSat does not agree to refund any charges related the early disconnection of his ViaSat account However, ViaSat will agree to refund the balance of $as it is related to the prepaid lease feeThe refund of $will be issued to the payment method on file and should be received by Mr [redacted] within three to five business daysShould Mr [redacted] not receive this refund, please adviseMr [redacted] is responsible for returning ViaSat’s modem and transceiver within 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 his home address within a week after his disconnection, and it will include return instructionsThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.? Our records show ViaSat charged Ms [redacted] $in monthly service fees on January 20, 2017, but the payment failedSubsequently, on January 26, 2017, the account was suspended for nonpayment of serviceOn January 28, 2017, a credit of $was applied to Ms [redacted] ’s account for a free month of service off her service plan price, leaving a balance due of $40.03.? ViaSat received a call from Mr [redacted] the same day regarding the account status, at which time he was informed that the free month off his service plan price had been applied earlier that day, leaving a remaining balance dueAt this time, Mr [redacted] disputed the balance due and requested to speak to a supervisor; his call was transferred accordingly.? During his conversation with the ViaSat supervisor, Mr [redacted] was informed that the balance due, and was once again informed that a credit for a free month of service had been applied accordinglyMr [redacted] agreed to make a payment for the balance due, after which his account was resumed from suspension for nonpaymentWe apologize for any poor service Mr [redacted] may have experiencedHe called back later the same day to advise that he did not have internet service, at which time he was guided through troubleshooting and the issue was resolvedMr [redacted] also informed the ViaSat representative of his experience with the ViaSat supervisor.? ViaSat does not agree to provide Ms [redacted] with another free month of service; however, as resolution, ViaSat has applied a credit of $to her account as of today, January 30, Additionally, ViaSat has escalated an internal request to have the interaction in question reviewed to ensure ViaSat’s quality customer service standards are met.? 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 Our records show Ms [redacted] contacted ViaSat on January 29, to inquire about service During this conversation, Ms [redacted] advised she’d received a flyer in the mail advertising for service at $a monthThe sales representative confirmed that ViaSat’s Essential 10GB service plan was available to her at this price, and proceeded to advise her of the service plan pricingWhen asked, Ms [redacted] confirmed that she did intend to utilize the service for NetflixDue to a technical issue, only part of the sales call was recorded; therefore, we cannot confirm what was said to Ms [redacted] after the recording was paused so her payment information could be obtainedMs [redacted] ’s services were installed on February 1, The Essential 10GB service plan offers download speeds up to 12Mbps, upload speeds up to 3Mbps, and a 10GB monthly data allowance at $a month, plus applicable taxes and a $monthly equipment lease feePursuant 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 work 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 customersCustomers 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 February 1, (also available at exede.com/legal)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 filesCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Early Bird Free Zone from 3:AM to 8:AM, local time, during which unmetered service is provided at no extra cost Ms [redacted] called ViaSat on February 3, because she has used almost 100% of her dataDuring this conversation, the ViaSat representative reviewed the Data Allowance Policy with Ms [redacted] and provided her with information on the other service plans available to herWhen Ms [redacted] mentioned being quoted a price of $for ViaSat’s highest ?"tiered service plan, Liberty 30GB, the ViaSat representative advised that the service plan was actually $a month Per her request, Ms [redacted] was transferred to a supervisor, who reviewed the service plan details with her once again before transitioning the account to the Liberty 12GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe supervisor also provided Ms [redacted] with a monthly discount of $off her bill per month for months, and advised that if she chose to move forward with the termination of her account, ViaSat would be willing to waive up to half of the early termination fees 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 ViaSat is unable to provide Ms [redacted] with the Liberty 30GB plan at $for the lifetime of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to provide Ms [redacted] with one of two options: (1) The Liberty 30GB service plan at the $price for six months, after which it will revert to the advertised price of $a month (2) A waiver of her early termination fees if she disconnects prior to March 4, If Ms [redacted] chooses the first option, she will no longer be eligible to have her early termination fees waived Ms [redacted] may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### with her decisionShe may reference ticket no [redacted] when she calls in to speak with an agent We apologize for any frustration Ms [redacted] may have experiencedThank you for 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 experiencedWe 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

Thank you for bringing [redacted] ’s complaint to our attentionWe apologize for any issues she may have experienced.? ? Our records show [redacted] purchased ViaSat’s Exede- GB service plan through an authorized ViaSat Dealer on June ? ? [redacted] ’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement ? The Customer Agreement commits customers to a 24-month minimum service term; states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term; and authorizes ViaSat to automatically charge the payment method on file for monthly service fees and termination fees.? Customers are advised of these points 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 installation process? Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis means that web pages and email will take significantly longer to load and most other internet activities will not workThe most common causes for high data 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 (e.gviewing pictures on [redacted] or through [redacted] )Customers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat’s Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost? [redacted] first contacted ViaSat on July 25, 2017, to discuss the connectivity of her ViaSat account? During her conversation with the ViaSat representative, [redacted] was educated that she had gone over her usage which was affecting her speedsBetween this conversation and today, [redacted] has contacted ViaSat on fifteen separate occasions regarding the speeds and connectivity of her accountEach time, [redacted] was educated that the connectivity issues were directly related to the breach in the Data Allowance Policy ? As of today, September 18, 2017, [redacted] has used GB of her GB planLast month, [redacted] used GB of her GB plan ? Should Ms [redacted] ’s current plan not meet her needs, the following plans are also available in her area: ? •? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? Liberty 18GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee •? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty 30GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee•? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee? If [redacted] ’s would like to transition her service to a plan that better meets her needs, or is experiencing any issues with her service she may contact ViaSat’s 24-hour Customer Service Department at [redacted] If Ms [redacted] decides to disconnect her ViaSat account, all applicable early termination fees will apply? Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat does not accept written correspondence as a form of disconnectionViaSat advises all customers that they have to call into customer care to have the account disconnectedViaSat does not have any phone call or attempt of a phone call from Mr [redacted] trying to disconnect his account by phoneAll of ViaSat’s agents are trained and speak the English languageWe apologize if Mr [redacted] has any issues understanding the agentsMr [redacted] will need to call customer care at ###-###-#### to have the account disconnectedIn order to come to a resolution ViaSat will agree to refund the past months of service as long as no usage is shown when Mr [redacted] calls to disconnectMr [redacted] can reference ticket number [redacted] when he calls to disconnect Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I do not have their transceiver and modem,I Had to go buy a router when their technician was installing this service at my home..I have been moved from [redacted] for over years now!If they had wanted anything back then they should have told me that when I called them to cancel he first time.I did not sign a year contact,I have paid them years for service I wasn't receiving and I WILL NOT pay them another dime!.If they charge my credit card again.or send me another threatening letter or do anything other than leave me alone I will contact my lawyer!..Once again,I DO NOT have any equipment that they say belongs to them,and I will not pay for something I DO NOT owe Sincerely, [redacted] ***

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 The speeds quoted by them are isolated resultsTheir tech has tested the system on site and remotely several times and has seem the drop in speed in NON CONGESTION timesTheir own second tier tech support has also remotely tested and recorded speeds of less than mb per secondThere have been multiple times that it has been impossible to even connectIt is even stated in their own documentation speeds less than mb per second in high usage times is not normal, provided the user is not in data restriction, which I have not beenThey have over sold the capacity of their network and the consumer is not getting what is promised or paid for Sincerely, [redacted] ?

Thank you for bringing Mr***’s complaint to our attentionWe apologize for any confusion he may have experienced Our records show the account in question was created on April 16, and installed on April 17, Regarding the account set up, it is ViaSat’s policy to only set up an account in the person’s name who is requesting serviceA credit check is performed on the customer requesting serviceViaSat had no knowledge that it was not Mr [redacted] requesting serviceWe apologize for any frustration or confusion he may have experienced in regards to this issue A call from Mr [redacted] was received on June 2, regarding the account, at which time he advised that the contact email address on file was incorrectAs Mr [redacted] was unable to verify that he was authorized to make changes to the account, the ViaSat representative could not move forward with updating the email address and he was asked to call back once he could verify the account On June 11, 2015, the account was suspended for nonpayment from a failed monthly service fee of $ViaSat attempted to collect on May 20, ViaSat attempted to collect this amount two more times before the account was disconnected for nonpayment on August 11, 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 The Customer Agreement also advises that subscribers are required to return ViaSat’s modem and transceiver within days after the account disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection Our records show Mr***’s electronic signature on the Customer Agreement dated April 17, On August 20, 2015, ViaSat charged Mr [redacted] $for his early termination fees ($299.03), plus the existing balance due ($60.75)This payment failedOn September 20, 2015, ViaSat charged Mr [redacted] $in unreturned equipment feesThis payment also failed, and the balance was added to the existing amount due, creating a total of $This balance due was sent to outside collections on October 5, ViaSat received a call from Mr [redacted] on February 18, regarding the collections balance, at which time he advised that he had not created the accountThe ViaSat representative attempted to explain ViaSat’s Fraud/Identity Theft process to Mr***; however, Mr [redacted] ended the call before the representative could provide the information As resolution to this complaint, ViaSat has escalated a request to have Mr***’s account removed from collections with the balance due of $waivedThis request has been escalated as of February 22, Mr [redacted] should be advised that it may take 7-business days for the request to be processed Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our attention The Customer Agreement signed [redacted] on February 20, 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 Our records show [redacted] called ViaSat On July 12, to disconnect his account due to the pricing of his service planDuring this conversation, [redacted] advised that he’d reviewed the service plans on www.exede.com and saw that new customers were receiving a lower price than he was paying for the same service planThe ViaSat representative offered [redacted] a free month off his monthly service plan price plus a monthly discount of $off of his bill for six months if she would keep the service [redacted] agreedThe ViaSat representative applied the discount of $off for six months; however, the free month of service was not appliedWe apologize for any frustration this may have caused [redacted] to experience Between July 24, and September 24, 2017, ViaSat charged [redacted] monthly service fees totaling $($a month) [redacted] called in on August 24, regarding the July and August charges, and credit for a free month of serviceAt this time, the ViaSat representative confirmed he was supposed to receive this credit; however, it still was not applied to his account [redacted] called ViaSat on September 24, after being charged for monthly service, at which time he reported that he still had not received the credit for a free month of service [redacted] also advised that ViaSat’s charges had caused him to go into overdraft, and requested reimbursementThe ViaSat representative applied a credit of $onto [redacted] ’s account for a free month of his monthly service plan price, but advised him that he would not be reimbursed for the overdraft fees As resolution to this complaint, ViaSat will agree to reimburse [redacted] for any overdraft fees ViaSat’s July, August, and September charges may have caused him to incur [redacted] will need to provide ViaSat with copies of his 30-day bank statements showing his balance prior to the ViaSat charges, the ViaSat charges, his balance after the ViaSat charges, and the subsequent overdraft fees [redacted] should be sure to black out any private information, such as his bank account number [redacted] may send ViaSat his bank statements via fax to 720-228-in reference to ticket no Thank you for the opportunity to respond

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat’s Data Allowance Policy [redacted] is currently receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and 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 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 customersCustomers 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, (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 workCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per 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 dayOn June 13, 2016, [redacted] contacted ViaSat because she was experiencing slow speeds, at which time she was advised that she had exceeded her GB monthly priority data and had been placed into Liberty Pass speedsWhen MsGonzalex 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 featuresAs [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 disconnectingAt 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 GB at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly data usage and a Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost [redacted] declined this offerThe 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 concernsIn 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 componentsStandard 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 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 feet of cable; (v) connection of the modem to one computer using up to feet of cable; and (vi) required mounting and cabling hardware You confirm that you have reviewed the installation plan and agreed to any associated chargesIf 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, 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, If she disconnects after August 4, 2016, ViaSat is willing to waive half off her early termination feesViaSat will also issue [redacted] a refund of the $monthly service payment she paid on July 4, If [redacted] would like to move forward with the disconnection of her account, she may do so by contacting ViaSat at 1-855-463-in reference to ticket no Thank you for the opportunity to respond

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat Customers are responsible for returning ViaSat’s modem and transceiver within days after account disconnection, per the Customer Agreement, signed by [redacted] *** on March 26, and available at exede.com/legalFailure to return the equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of the equipment within a week after their disconnectionThe UPS box is delivered to the address ViaSat has on file, unless otherwise requested by the customer [redacted] called ViaSat on May 14, to disconnect his account, at which time he was reminded of the equipment return policyDuring this conversation, the ViaSat representative confirmed [redacted] mailing address as [redacted] Unfortunately, our records show that on May 19, 2016, the UPS box was erroneously delivered to [redacted] service address ( [redacted] ) instead of his above-listed mailing addressWe apologize for any inconvenience this may have caused [redacted] to experience ViaSat received a call from [redacted] on May 25, because he had not received the UPS boxAt this time, he was advised that a request to have one sent to the correct mailing address would be createdUnfortunately, the ViaSat representative did not escalate the request correctly; therefore, a new box was not sent out as promisedWe apologize for any frustration this may have caused [redacted] to experience [redacted] contacted ViaSat again on June 6, because he still had not received the box, at which time a request was properly escalated to have a second one shipped out to him [redacted] was reminded of this during a conversation with a ViaSat representative on June 7, In response to this complaint, ViaSat has escalated an internal request to ensure the shipment of the UPS box to the correct address [redacted] is still responsible for returning the equipment; however, if [redacted] is charged for the unreturned equipment, ViaSat will refund him for the amount If [redacted] has any questions, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [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 Due to an error, the requests that ViaSat placed on the two erroneous accounts ( [redacted] & [redacted] ) to have the unreturned equipment fees waived in full were cancelledSubsequently, the was charged $in unreturned equipment fees on March 1, ( [redacted] ) and March 24, ( [redacted] )As there was no payment method on file for either account, no payments were collectedOn March 21, 2017, account no [redacted] was sent to outside collections As resolution to this complaint, ViaSat has waived the balance due of $from account no [redacted] , and has escalated for account no, [redacted] to be removed from collections with the balance due waived in fullThese requests have been made as of today, April 11, ViaSat did not report Ms [redacted] ’s account to any credit agencies We apologize for any frustration she may have experiencedThank 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 on the customer agreement signed by Ms [redacted] on November 25, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] was receiving ViaSat’s Liberty service planWith this plan Ms [redacted] will receive GB of priority data allowance and she will receive speeds up to Mbps download and Mbps uploadOnce the priority data is consumed the account will go into a Liberty Pass and slow the speeds to 1-Mbps download and Mbps uploadWhen Ms [redacted] was calling in with her connectivity issues she was in the Liberty pass and was receiving the slower speeds ViaSat does record all calls for quality assurance purposes and was able to locate the call dated December 28, at 7:30PM when Ms [redacted] called in concerning her billing and automatic paymentsAt that time the customer care agent tried to assist Ms [redacted] with her issues; however, Ms [redacted] started using abusive, harassing and threatening languageMs [redacted] was warned times before the call was disconnected On January 21, Ms [redacted] decided to disconnect the account and at that time Ms [redacted] was advised of the early termination feesIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account and have Ms [redacted] ’s account pulled from collectionsThank you for allowing ViaSat the opportunity to respond