ViaSat

Thank you for bringing Ms [redacted] response to ViaSat’s attentionAs stated in the previous response ViaSat does not agree to waive the early termination fees in fullViaSat has agreed to waive half of the early termination fees from the accountViaSat will not refund any charges as the services were usedViaSat does not issue refunds for unused servicesViaSat still shows the account as active and will need Ms [redacted] to call into ViaSat’s customer care at ###-###-#### to have the account disconnected and for the waiver of half of the early termination fees to be grantedThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/30) */ Thank you for bringing Mr [redacted] ' complaint to our attentionWe apologize for any issue he may have experienced with ViaSat Our review of Mr [redacted] ' account shows that he contacted ViaSat on February 1, regarding a connectivity issueDuring this conversation, ViaSat's Exede Voice product was added to Mr [redacted] ' accountBetween February 20, and September 28, 2015, MrBauer was charged for the Voice service times, for a total of $ Mr [redacted] contacted ViaSat on September 27, because he was being billed for the Exede Voice product, at which time he was advised that the issue would have to be escalated to ViaSat's corporate office for reviewMr [redacted] ' refund request was reviewed on September 28, 2015, at which time it was determined that ViaSat would only issue a refund for six months of Voice service As resolution to this complaint, ViaSat will issue Mr [redacted] a refund for the total amount he's been charged for the Voice serviceA refund for $has been issued to Mr [redacted] ' payment method as of September 30, Mr [redacted] should be advised that it may take 3-business days from the refund issue date for him to see it deposited into his account We apologize for any frustration Mr [redacted] may have experiencedThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) This resolution is all I was requesting when I contacted ViaSat/ ExedeI will wait to see if my account is credited with this amount

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.I have included a short word doc Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat collected the automatic payment of $on 4/4/along with the onetime payment that Mr [redacted] made on 4/4/On 4/6/Mr [redacted] automatic payment was stopped which means ViaSat was unable to process a refund back to Mr [redacted] within the 3-business daysAt this time the payment method has been removed and no further payments will come out of that payment method and Mr [redacted] will need to call in to make onetime payments on the accountThe refund will not be issued back in check form which was processed today 4/14/and Mr [redacted] should see the refund within 7-business days by US MailIn order to arrive at a resolution ViaSat has also issued a credit for free month of service to the accountThank you for allowing ViaSat the opportunity to respond

[redacted] Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation 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, 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 use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair your ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdOur records show you have utilized GB of data for this billing periodHeavier users of Liberty Pass will experience slower speeds than lighter usersYou may experience these slower speeds by your connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in your experiencing web pages failing to load While we strive to provide you with 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds We’ve verified your speed changes are not the result of a technical issue with your equipmentWe apologize that your experience with Liberty Pass has changed over the past few monthsIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to disconnect [redacted] ViaSat account with waiver of the early termination fees in their entiretyHowever, [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 return instructionsIf [redacted] wishes to disconnect his account please have him contact ViaSat’s 24-hour Customer Service Department at ###-###-#### and reference ticket [redacted] Thank you for the opportunity to respond

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show [redacted] was receiving ViaSat’s Liberty GB with Internet service plan at $149.99, plus applicable taxes and a $ monthly lease feeThis service plan provides GB of data per month, download speeds up to Mbps and upload speeds up to MbpsCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by [redacted] on June 18, (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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat’s Exede networkViaSat consistently measures its customers’ data and provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.netWhile [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveBased upon the browsing history provided in his complaint, [redacted] data consumption is consistent with ViaSat’s recordsCurrently, [redacted] has used GB of his GB planOn June 28, 2016, [redacted] contacted ViaSat’s Customer Service department to discuss the disconnection of his ViaSat servicesDuring his conversation with the ViaSat representative, [redacted] was offered information regarding his usage, but he declined hearing any additional information, and requested the disconnection of his account [redacted] spoke with a ViaSat supervisor on June 28, to discuss the early termination fees and requirement to return the leased equipmentAt the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishDue to this information, [redacted] account remained active and the account was not disconnectedCurrently, as of today, July 5, 2016, [redacted] has a past due balance of $ for the monthly service chargesDue to this, ViaSat will not agree to disconnect [redacted] account with waiver of the early termination fees in their entiretyHowever, as a gesture of good faith, ViaSat will agree to disconnect his account with waiver of half of the approximate early termination fees of $345.00, not including taxes [redacted] is also required to make a payment for the past due balance of $Additionally, if [redacted] requires assistance with returning his ViaSat equipment, a lease recovery service call can be scheduledViaSat will agree to waive any fees associated with this service callShould [redacted] wish to disconnect his account, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] We apologize for any frustration [redacted] may have experiencedThank you for the opportunity

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

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any confusion she might have experienced Ms [redacted] first contacted ViaSat regarding her belief that her services were not ground on April 29, During her conversation with the ViaSat representative, Ms [redacted] was educated that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs [redacted] declined this offer On May 3, 2016, Ms [redacted] contacted ViaSat to discuss her equipment not being groundedOnce again, Ms [redacted] was educated that a service call would be needed to in fact determine if this was accurate, but she would be responsible for the service call chargeThe ViaSat representative also offered to add EasyCare to Ms***’s account which provides required service calls at no extra charge, normally $per service call for only $a month and no charge first daysMs [redacted] declined this offer Ms [redacted] did not contact ViaSat again until August 3, at which time she stated that she believed her dish was not groundedOnce again, Ms [redacted] was that a service call could be issued; however, that she would be responsible for the service call fee unless ViaSat otherwise determined there was an apparent issueMs [redacted] was once again offered to add EasyCare to her account; however, she declined the offer Since this date Ms [redacted] has not contacted ViaSat to request a service call related to her belief that her equipment is not groundedIn order to resolve this complaint, and as a gesture of good faith, ViaSat will agree to send a technician to Ms***’s location to review the installation of her services at no additional chargesMs [redacted] may contact ViaSat’s 24-hour Customer Service at [redacted] and reference ticket [redacted] to have the service call scheduled Thank you for the opportunity to respond

Complaint: [redacted] ? I am rejecting this response because: When I signed electroniallyThe tech only said I have to sign to start serviceNo one mentioned that I was signing a month contractNor I Have I agreed to a $easy careThe satelite is outside why would you need cleaningI live in Arizonia it's very dirtyAs for the GB I don't care about that since this company is such rip off, with it's high speed.? Also I left [redacted] without a contract to go for a month contractThat does not make sense.? I have not seen a contractI found? out I was locked in for months when I was terminating services.? Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale all customers are advised of ViaSat's 24-month minimum service term commitment and early termination fees should the account be disconnected prior to the monthsCustomers are also advised that ViaSat is a paperless company and that there needs to be a valid payment method on file in order for the monthly payments to be madeEach of these points are also addressed in the signed customer agreement by Ms [redacted] On October 1, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] called in on November 25, to have the account cancelled as the service was not meeting her needs or expectationsMs [redacted] was advised of the early termination at the time of disconnectionThe early termination fees are valid charges and will remain on the account with no refund being issuedMs [redacted] has already disputed the charges with her bank and it will be up to them to return the feesShould the fees be returned and a chargeback occurs with ViaSat then the charges will remain valid on the account which could result in the account being sent to collections if left unpaidThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: You have broken the contract with me because I am not allowed to move my original contract service to my new location without buying a New expensive service with you which is braking my service contract with youSo no matter how different (more expensive) your new service is from my original contract that you will not honor, I am to agree to your new service or leave myour internet connection inot a house that I nof longer live in or pay forced early conciliation fees This sounds like a class actionThank you for braking my contract agreementRevdex.com, Thank you for your timeI will share my experience with everyone I know to save others from this scam Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe account is in Ms [redacted] s name as her information was used as the credit checkMs [redacted] was setting this account up for her son ***ViaSat cannot remove the name from the account once the account is createdViaSat would require Ms [redacted] to disconnect the account and [redacted] would have to create a new account in his nameAs of today February 16, the account has been disconnected and there is a balance of $owed for the early termination feesViaSat has sent this amount to an outside collection agency on December 5, If Ms [redacted] feels that this account should not have been in her name and that she is not responsible for these charges she will need to speak with her Son [redacted] or file a police report for fraud and have the paper work sent over by the investigator to ViaSat’s legal team at [redacted] Thank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused Ms***’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 signed by Ms [redacted] on October 28, Pursuant to ViaSat’s Data Allowance Policy, when an Exede Evolution plan customer uses 100% of their data allowance they will continue to have access to email and web pages at regular speedsCertain other uses of the service such as downloading video or audio media will be significantly slowed and/or restricted and some internet activities will not work 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 so.? Alternatively, Exede Evolution customers are able to continue to engage in all internet activities at regular speed during the Early Bird Free Zone from a.m?" a.mdaily.? Ms [redacted] only has GB to use for the month and ViaSat does not recommend streaming movies as this will take all of Ms***’s usage instantlyAs of today February 6, Ms [redacted] has already used her GB that were availableHer usage will not reset until March 1, Streaming media counts against Ms***’s data allowance whereas web browsing does notOver the years, many content providers have changed their delivery methods making it difficult for us to distinguish between streaming media and web browsingTo address this, we have historically erred on the side of classifying certain streaming media content as web browsing contentViaSat recently upgraded our software to more accurately distinguish between streaming media and web browsingAs a result, you may find more of your internet usage falling into the streaming media category, including usage of [redacted] and User Group websitesThis may affect your experience accessing these services when you have exceeded your data allowanceWe apologize for any inconvenience this may have causedThank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have caused himAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on February 27, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his 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 activityMr [redacted] was charged $for canceling the services before the month agreement was fulfilledThese charges are valid and will remain valid to the accountThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because they use the term "up to 12MB", I guess that makes it okay to not even give me 1/of the internet speed advertisedIn the same town, with the same computer and modem, through a different internet provider (mediacom) I am paying for a MB serviceWhen I checked the speed on that, it was anywhere from - 9.4, which is much closer to what they advertiseWhy doesn't ViaSat advertise "up to MB" to really fool their new customers? Since it said "up to", I suppose that would be legal as wellIt is frustrating when a company can basically lie about it's service, but me as a consumer, is bound by a contract because I cancelled early on a service that was no where close to what was advertised! Final Business Response / [redacted] (4000, 9, 2015/09/30) */ Thank you for bringing Mr [redacted] 's response to ViaSat's attentionWe apologize that Mr [redacted] feels the service did not meet his needs or expectations which led to the disconnection of the accountAs stated in the previous response ViaSat offers up to mbps but these speeds can vary depending on many variables which were included in the previous responseViaSat stands by their service and the charges will remain valid to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her or her father 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 fees should the account be disconnected prior to the month agreement ViaSat provides the customer with a copy of the signed electronic customer agreement and in that agreement it states that the service may not work with third party equipment such as security systems, routers, and moreViaSat does cover the process for the VOIP services in the contract as well ViaSat understands that the service will not meet your father’s needs or expectations, so in order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account for both the internet and phone services It will be the customer’s responsibility to return two pieces of equipment using a prepaid shipping label and box sent by ViaSat once the account is disconnectedIf the customer fails to return the equipment detailed in the instructions that come in the box there will be a charge of $for each piece of non-returned equipment When you are ready to disconnect the account please call ###-###-#### and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat [redacted] is currently receiving ViaSat’s Liberty GB – Boost + plan at $a month, plus applicable taxes and a $monthly equipment lease fee Because she ordered service during a promotional period, [redacted] is also receiving a discount of $off her bill per month for monthsThe 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 At the time of sale, July 6, 2016, [redacted] was transferred to an internal department at DIRECTV to complete the sale of the satellite internet service, not to ViaSatDIRECTV is an authorized reseller of ViaSat’s servicesDIRECTV provided [redacted] credit card information when the order for her internet services was submitted to ViaSat, not during any phone transferWe apologize for any confusion regarding the sales process that [redacted] may have experienced, and if this was not communicated to her satisfactionThe service was installed on July 9, The Customer Agreement, signed by [redacted] on July 9, and available at exede.com/legal, 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 feesIt also advises that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleViaSat’s billing process is paperlessWe do not accept payment via mail and do not send monthly invoices via mailRegarding the charge to [redacted] credit card, ViaSat collected an advanced payment for the first month of service on July 12, ViaSat received a call from [redacted] on July 28, because she was experiencing an issue with the speed and connectivity of her serviceAt this time, the ViaSat representative reviewed [redacted] account and advised her that she had exceeded her monthly priority data, and had been subsequently slowed, pursuant to ViaSat’s Data Allowance PolicyThe representative also informed [redacted] of the causes of high usage, including using DIRECTV’s on-demand service and watching videos in high definitionDuring this conversation, [redacted] expressed her dissatisfaction with the service and advised that she felt she had been misled at the point of saleUpon being advised of [redacted] internet usage habits, the ViaSat representative correctly informed her that the service plan she was receiving had been recommended based on the information she provided at the point of saleThe ViaSat representative also presented [redacted] with the other service plans available to her, to see if there was one that would better meet her needs, but [redacted] declined to transition her service plan When [redacted] advised that she wanted to disconnect, she was informed that the early termination fees would be valid, but that they would be willing to waive $from the early termination fees as a gesture of good faithThe representative also informed [redacted] that she would be responsible for returning ViaSat’s modem and transceiver if she chose to disconnectWhen [redacted] advised that she wished to speak to her husband about the account, the representative offered to call her back the following day, which she acceptedWe apologize if [redacted] did not receive a callback from the ViaSat representative ViaSat received another call from [redacted] on August 1, regarding the early termination fees, at which time she relayed her point of sale concerns with another ViaSat representativeDuring this conversation, the ViaSat representative placed [redacted] on hold so they could discuss her early termination fees with a member of ViaSat’s Customer Advocate TeamUnfortunately, [redacted] call dropped while on holdWe apologize for any frustration this may have caused her to experience [redacted] called ViaSat back the same day regarding her account, and requesting disconnectionDuring this conversation, [redacted] expressed that she could not afford to transition to a higher service plan and that she felt she had been misinformed at the point of sale [redacted] also advised the ViaSat representative that she was offered $off her early termination fees, per her July 28, conversation; however, [redacted] wanted to discuss potentially having more waived from the early termination feesThe ViaSat representative advised [redacted] that they would need to speak to their supervisor regarding the fees, and explained to [redacted] that the service would be disconnected effective immediately should she do so that dayThey also informed [redacted] that she was paid up until August 11, 2016, and that she would not receive a refund for unused services, per the Customer AgreementDuring this conversation, the ViaSat supervisor reviewed [redacted] account and determined that the early termination fees would be valid; however, the representative advised [redacted] that they could disconnect her account then transfer her over to speak to the supervisorThe call ended shortly after this On August 12, 2016, ViaSat collected a payment of $for monthly serviceViaSat received a call from [redacted] on August 14, regarding the disconnection of the account, at which time the ViaSat representative reviewed all disconnection disclosuresWhen [redacted] requested a technician to come out and assist with uninstalling the equipment, he was accurately advised that that would be associated with a $service call feeHe was also educated on ViaSat’s paperless billingThe account was not disconnected at this time In order to resolve this complaint, ViaSat will agree to waive half of [redacted] early termination fees, provided she disconnect prior to September 12, This will leave [redacted] responsible for an early termination fee of $ViaSat will also issue [redacted] a refund of the $she paid on August 12, This refund has been issued to her payment method as of August 16, If [redacted] does require assistance with the uninstallation of the equipment, however, ViaSat does not agree to waive the applicable service call fee If she would like to move forward with the disconnection and schedule the service call, [redacted] may call ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] .She may also order a service call at this timeViaSat’s Customer Service Representatives are available via telephone hours a day, days a weekHold times vary depending on call volume Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on May 30, and available at exede.com/legal, advised that customers are responsible for returning ViaSat’s modem and transceiver (also known as the TRIA) within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesA UPS box with a free return shipping label is delivered to a customer’s home address, or an alternate mailing address of their choosing, within a week after her disconnection, and includes illustrated instructions on what equipment they will need to return Our review of Ms [redacted] ’s February 24, disconnection call shows that she was accurately advised of and agreed to the return policy of ViaSat’s modem and transceiverDuring this conversation, Ms [redacted] requested that the UPS box be shipped to her new locationUnfortunately, the ViaSat representative failed to put this request in properly, and the UPS box was delivered to the address ViaSat has on file for Ms [redacted] ***) on February 29, Ms [redacted] contacted ViaSat on March 15, because she had not received the UPS box to return the equipmentAt this time, responding ViaSat representative advised her to contact ViaSat’s Customer Service department for further assistanceViaSat received a call from Ms [redacted] on March 23, 2016, at which time a request was escalated to have a second UPS box shipped to her new address ( [redacted] ***)The box was delivered to Ms [redacted] ’s home on March 31, On April 1, 2016, ViaSat charged Ms [redacted] $in unreturned equipment fees, but the payment failedOn April 18, 2016, the account was sent to outside collections Ms [redacted] called ViaSat on April 28, regarding the unreturned equipment fee, advising that she’d returned the modem but did not have access to the transceiverWhen she requested a service call so a technician could remove the transceiver from her former home, Ms [redacted] was accurately advised that the service call would be associated with a $charge and that she would still be required to return the transceiver as the technician would not do so for herMs [redacted] ended the call ViaSat received Ms [redacted] ’s modem on April 30, ViaSat will agree to waive $from the collections balance for the return of the leased modem; however, as Ms [redacted] was advised at the point of disconnection that the transceiver would also need to be returned, ViaSat does not agree to waive the unreturned transceiver balance of $until it has been returned If Ms [redacted] requires a service call for assistance in removing the transceiver, it will be associated with a $charge and she will need to be present for the service callMs [redacted] will also be responsible for returning the transceiver on her own; ViaSat can send her another UPS box for the return of this pieceShe may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### to order the service call and request a third UPS box with free return shipping label Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Mr [redacted] is currently receiving Viasat’s Liberty ?" Boost + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides a GB monthly Priority Data allowance at regular download speeds up to Mbps and upload speeds up to MbpsThis service plan also provides a Free Zone between 3:AM and 6:AM, local time, during which unmetered service is provided at no additional cost 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, signed by Mr [redacted] on October 20, 2017, that speeds may vary and are not guaranteed Our records show Mr [redacted] called Viasat on October 28, because he was experiencing slow speedsAt this time, the Viasat representative reviewed the other service plans available to Mr***, and Mr [redacted] elected to transfer his service to the Liberty ?" Boost + Free Zone plan Mr [redacted] called back on November 24, 2017, at which time he reported experiencing a speed issueDuring this conversation, Mr [redacted] was guided through troubleshooting, and correctly informed him that Viasat did not guarantee any particular speedMr [redacted] also inquired about the end of his 24-month minimum service term, and was informed accordinglyMr [redacted] call was transferred to Viasat’s Technical Escalations Department for additional troubleshooting, after which his speeds increased Viasat did not have any further contact with Mr [redacted] until March 19, 2018, at which time Mr [redacted] inquired about the end of his 24-month minimum service term and the early termination fees Viasat does not agree to waive Mr [redacted] early termination fees in full if he chooses to move forward with the disconnection of serviceHowever, as resolution to this complaint, Viasat will agree to waive half of his early termination fees if he disconnects prior to April 24, If Ms [redacted] would like to move forward with the disconnection of service, he may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] purchased Viasat’s Liberty service plan through an authorized Viasat Dealer All Viasat dealers are contractually required to make customers aware of the following points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Each customer has access to Viasat’s Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe 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] electronic signature on the Customer Agreement dated April 11, The Customer Agreement provided to each new customer and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records indicate that Mr [redacted] contacted Viasat multiple times on April 12, 2016, in order to request disconnection of his newly installed servicesMr [redacted] stated that he wasn’t supposed to receive Viasat services and was under the impression the technician that came to install the services was with [redacted] VMr [redacted] was advised per disconnection disclosures of his early termination fees, but chose not to disconnect that day so that he could speak with a supervisory Viasat representative regarding his early termination fees On April 13, 2016, Mr [redacted] contacted Viasat and requested the disconnection of his services and a waiver for his early termination feesHe stated that the Viasat authorized technician had misrepresented who he worked forMr [redacted] disconnection was processed the same dayNo waiver was requested for Mr [redacted] We apologize for any inconvenience this may have caused Mr [redacted] Viasat has not received contact from Mr [redacted] since that dayOn May 12, 2016, Mr [redacted] account was billed $567.47, $for early termination fees and $for his first month’s past due balanceSince Mr [redacted] had requested a stop date of his payment method, no charge was attempted, thus leaving the past due balance on Mr [redacted] accountOn May 31, 2016, that balance was written off to Viasat’s collections agenciesWe apologize for any inconvenience Mr [redacted] may have experienced during this timeIn resolution to this complaint, Mr [redacted] account was fully removed from collections on February 21, Viasat did not report Mr [redacted] account to any credit agenciesIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: As of today, December 27, 2016, I still have not received my refund The dates they provided and saying it was only days are incorrect I have been attempting to get my refund since November 29, Sincerely, [redacted]