ViaSat

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on July 2, 2013, 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.The Customer Agreement also advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Ms [redacted] contacted Viasat on July 24, in regards to intermittent connectivityIt was determined that the problem was with her modem, and a service call was ordered, which was completed on July 27, The technician assigned to the work order advised that the alignment of Ms [redacted] dish was off, and had been realignedThere were no further calls from Ms [redacted] to indicate she was experiencing any service issues.Ms [redacted] contacted Viasat on November 23, in order to request a disconnection of her servicesShe stated that she was movingThe Viasat representative offered to move Viasat’s service with her, but Ms [redacted] declined, stating that her new location already had serviceMs [redacted] was advised of disconnection disclosures, including the approximate amount of her early termination fees and return of her Viasat leased equipment, and the account was successfully disconnected that dayOn October 4, 2013, Ms [redacted] billing cycle date, she was billed $for early termination feesViasat was unsuccessful in taking a payment, and thus the amount remained on Ms [redacted] account as a past due balance until January 3, 2014, when the balance was written off to Viasat’s outside collections agenciesThere was no further contact on Ms [redacted] account until March 13, 2018, when Ms [redacted] contacted Viasat multiple times due to receiving a call from one of Viasat’s authorized outside collections agencies regarding her past due balanceMs [redacted] was correctly advised that the charges were valid.At this time, Viasat does not agree to waive the past due balance on Ms [redacted] account as Viasat was not allowed to troubleshoot Ms [redacted] services for any issues that may have been occurring, as required per the Customer AgreementViasat feels that all appropriate actions have been taken.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/11/09) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced ViaSat's certified technicians are authorized to offer additional installation or reinstallation services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize for any misunderstanding Ms [redacted] may have experienced, and if this was not communicated to her Our records show Ms [redacted] called ViaSat on October 13, because she was experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be necessary to resolve Ms [redacted] 's issuesThe ViaSat representative ordered a complimentary service call for Ms [redacted] at this timeViaSat's technician went out to Ms [redacted] 's home on October 14, 2015, at which time the cabling was replacedDuring this installation, it was also determined that a customized installation would also be necessary to resolve Ms [redacted] 's issuesThe technician fulfilled the service call order and reinstallation, and charged Ms [redacted] $directly Ms [redacted] called ViaSat the same day regarding the charge, at which time the ViaSat representative offered Ms [redacted] a $credit as reimbursement for what she'd paid to the technicianMs [redacted] accepted the offer and a credit request was submittedThis credit request was rejected the same day as the charge to the technician was considered valid and because it'd been over a year since Ms [redacted] 's initial installation with no report of any connectivity issue she [redacted] have experienced On November 4, 2015, ViaSat collected a payment of $for Ms [redacted] 's monthly service feesMs [redacted] called ViaSat about the charge and her $credit on November 5, 2015, at which time she was advised that the credit request had been rejected and was offered a credit of $towards a free month of service off her service plan priceMs [redacted] accepted the $credit ViaSat received another call from Ms [redacted] on November 6, During this conversation, Ms [redacted] requested the disconnection of her account because of the rejected $After being advised of the disconnection disclosures, Ms [redacted] advised that she would think about disconnecting and call back In order to come to a resolution to this complaint, ViaSat has applied a credit of $to Ms [redacted] 's account in addition to the $credit she's received Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) ViaSat has agreed to my request to reimburse to me the total $which I paid to the contractor

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement signed by Ms [redacted] on November 1, states that all monthly fees are payable in advance.? Customers are also made aware of this at the time of the sale.? Regarding the charge to Ms [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on November 4, The customer agreement would have been signed through the computer as the customer agreement comes through email and would have had to been signed by the customer at the point of installation in order for the services to be activatedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms [redacted] on November 1, 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 already honored the chargeback of $from Ms [redacted] ’s financial institutionAlong with honoring the chargeback ViaSat has removed the charge for $for the early termination fees from the account Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: ? I cannot believe this is a just and honorable decision under these circumstances and will be researching and exploring other options for now? Thank you for your help.? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s 24-month minimum service term agreement and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Mr [redacted] on April 23, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] was charged $for early termination feesThe account was disconnected months prior to the month agreement dateIn order to arrive at a resolution ViaSat has agreed to remove the charge of $from the accountMr [redacted] now has a $balance on the accountThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ Thank you for bringing [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Upon review of [redacted] 's account ViaSat did determine that he made contact with our customer service department on August 22, to discuss the refund for unreturned leased equipmentDuring his conversation with the customer service representative he was advised that the refund would take one to two business days to approve and three to five business days before receivingThe representative informed [redacted] to contact ViaSat again in three days to confirm whether or not the refund had been processed On August 27, [redacted] contacted ViaSat's customer service department again to discuss the refund processDuring his conversation with ViaSat's customer service representative he was advised that the refund process does in fact take seven to fourteen business days before receiptWe apologize for any misinformation [redacted] was provided during his August 22, conversation As of August 31, 2015, [redacted] has been issued a refund for the $collected for failure to return the leased equipment to the payment method on fileThis refund should be received within three to five business days from today Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I find that they satified my request in fullThank you for your cooperation

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that [redacted] moved and experienced some issues getting the service moved to the new location as there was no installers in that areaIn February ViaSat placed a sales channel change which means [redacted] account was moved directly to ViaSat so they could send a technician to the new locationThis did not happen as [redacted] believed that his account was discontented in January ViaSat shows no documentation supporting the account being disconnected in January [redacted] account remained active as of today June 22, ViaSat has now disconnected the account as of today June 22, and made sure that the early termination fees were waived and the balance on the account was removed leaving [redacted] a $balanceAt this time [redacted] will receive a prepaid shipping label and box to send back two pieces of equipmentThis equipment must be returned within days of receiving the label and box in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attention Mr [redacted] was receiving Viasat’s Liberty ?" WiFi + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass (at no extra cost), which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr [redacted] on June 25, Our records show Mr [redacted] called Viasat on June 30, regarding his Priority Data allowanceAt this time, he was told he had exceeded the allowance and offered to transition him to a service plan that would provide more dataMr [redacted] advised he would think about it and call back Viasat received a second call from Mr [redacted] the same day, at which time he requested the disconnection of his service as his speeds were slowMr [redacted] was reminded that he had exceeded his monthly Priority Data allowance, per Viasat’s Data Allowance Policy, and offered a chance to purchase additional data or transition his service planMr [redacted] declined the offer and moved forward with disconnecting, at which time he was informed of the disconnection disclosures 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 termCustomers 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] ’s short term as a Viasat subscriber, Viasat has waived his early termination fees in full as of July 2, Thank you for the opportunity to respond

ViaSat’s previous response outlined the information as provided to customers at the time of sale, within the Customer Agreement, and during calls into ViaSat’s Customer Service DepartmentAdditionally, on June 10, 2016, [redacted] did use GB of her GB plan which caused the slow speedsAgain, ViaSat stands behind our previous offer to waive half of the early termination fees and refund the activation fee of $If [redacted] chooses to move forward with the disconnection, she will be responsible for approximately $172.50, not including taxesIf she would like to disconnect her ViaSat account, she may ViaSat’s 24-hour 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 ViaSat’s attentionWe apologize for any inconvenience this may have causedMs [redacted] is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructionsMs [redacted] was charged $for a non-returned tria as ViaSat did not show that part as returnedViaSat attempted to collect the payment of $on October 24, but the payment failed so ViaSat never collected the moneyThe balance remained on the account until it was sent to an outside collection agency on November 14, ViaSat was able to locate the part using a tracking number provided by Ms [redacted] In order to come to a resolution ViaSat has adjusted off the balance of $and had the account removed from outside collectionsNo refund is due as ViaSat never collected the payment on October 24, instead it failed Thank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term agreement, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on April 3, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionThe charges are valid and will remain valid and no refund will be issued at this timeThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has not taken responsibility for selling us a service that did not meet the needs that were clearly stated prior to installationWe were very explicit we stream movies and videosAs such, the salesman should have never considered us for satellite internetNor should they have stated megabytes was more than enough to compare to the unlimited internet we were switching from ViaSat needs to be responsive to customers and not simply ignore the requests and issues that begin and end with their companyThey have not only cost us $in charges, but countless hours in lost work time due to not being able to do conduct work in home We are asking they admit to their mistakes and unethical business practice in selling a service simply for monetary gain and not to fulfill the needs and satisfaction of the customer Final Consumer Response / [redacted] (4200, 11, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is still unacceptableIt is the responsibility of the szlesman to ensure absolute customer satisfactionThe customer need should always be placed firstIt is your duty to ensure we are being listened toWhen I explain the need for use is daily should have been enough to alert an honest company that megs would not be enough You failed to do thatPlain and simpleYour failure and obvious unconcern of the errors you have made speak volumes of the type of company you areThe fact that we received a letter in the mail notifying us you were taking our money actually dated after the fact is a true testiment to just how insincere you are and your profit in this business supersedes tahe customerA true company would not even think twice about making this right Final Business Response / [redacted] (4000, 13, 2015/06/26) */ Thank you for bringing Ms [redacted] 's response to ViaSat's attentionWe apologize that the service did not meet your needs or expectationsViaSat records all calls for quality assurance purposes and will look back on this sales callIn order to arrive at a resolution ViaSat has issued a refund of $back to Ms [redacted] today June 26, and she will see that back to her payment method within 3-business daysIf Ms [redacted] has yet to return the equipment she will want to make sure that is returned within days of disconnection to avoid any non-returned equipment charges if she has already sent it back then she will be completed with her accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms***’ complaint to our attention Ms [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 feeThis service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p The Customer Agreement provided to each new customer, 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term The Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show MsMs***’ electronic signature on the Customer Agreement dated December 29, Ms [redacted] ordered service on December 29, through a local Viasat dealer, and was installed the same dayViasat received a call from Ms [redacted] later the same day regarding an issue she was experiencing with streaming on her smart TV due to the speed of her serviceAt this time, Ms [redacted] was informed that her service plan she was receiving was not optimized for smart TVs and provided with her plan detailsDuring this conversation, the Viasat representative also informed of the 24-month minimum service term and the Customer AgreementMs [redacted] advised that she had been told there was no contract and that she would speak with [redacted] regarding the matter Viasat received another call from Ms [redacted] the same day, at which time she requested the disconnection of her service as it was not meeting her needsWhen Ms [redacted] requested that the early termination fees be waived, she was informed that they could not be waived in full, but that Viasat would be willing to waive half of the chargeMs [redacted] declined and requested to speak to a supervisor, who reiterated that only half of the early termination fees could be waivedPer her request, Ms***’ call was transferred to a member of Viasat’s Corporate Resolution Team (CRT) for further assistance During her conversation with the CRT representative, Ms [redacted] was once again offered half off her early termination feesThe CRT representative also offered to file a point of sale investigation request on her behalfMs [redacted] declined these offers, and the call ended shortly after with the account still activeWe apologize if Ms***’ concerns were not further escalated Viasat received a call from Ms [redacted] on December 31, because she’d been expecting a callback from a Viasat supervisorAt this time, the Viasat representative reviewed the notes on Ms***’ account, reminding her of the offer for half of her early termination fees to be waived, and transferred her call to a Viasat supervisor, per her requestDuring her conversation with the Viasat supervisor, Ms [redacted] was informed that the early termination fees were valid, and that the Customer Agreement was signed at the point of salePer Ms***’ request, the disconnection disclosures were read and her account was disconnected On January 1, 2018, Viasat charged Ms [redacted] $in early termination fees, but the payment failed As resolution to this complaint and in consideration of her short term as a Viasat subscriber, Viasat has waived the balance due of $in full as of January 2, Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.? The Customer Agreement provided to each new customer, and signed by Mr [redacted] on May 13, 2016, 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 termCustomers 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.? ? Mr [redacted] disconnected his Viasat service on June 8, On August 4, 2016, Viasat received an Attorney General complaint from Mr [redacted] disputing his early termination fees.? In resolution, Viasat agreed to waive half the early termination fees on August 18, Mr [redacted] called on March 16, about being contacted by a collection agency for a payment that he stated he had already made in the amount of $on September 23, 2016.? ? The representative escalated the issue to the Finance department for investigationFinance stated that there was a refund processed inadvertently to Mr [redacted] on $on October 25, 2016.? This caused the $to remain due and, therefore, Mr [redacted] was not removed from collections.? ? Mr [redacted] called on March 29, to speak to a supervisor about the collections balance of $160.25.? At this time, Mr [redacted] was informed that the balance due was valid because he had been erroneously refunded.In resolution to this complaint, Viasat has waived the balance due of $and removed his account from collections.? ? Thank you for the opportunity to respond.? ?

Thank you for bringing Mr [redacted] complaint to our attention.The Customer Agreement signed by Mr [redacted] on November 5, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? As Viasat is a paperless company, billing notifications are sent to the customer’s email address on fileCustomers may also access their invoice statements via their online account at www.account.viasat.com at any time while their services are active, and for days after disconnection.On February 8, 2018, Mr [redacted] monthly billing cycle occurred, generating a balance of $for services paid in advanceAs Mr [redacted] did not have a valid payment method on file, no payment was taken by Viasat, leaving the amount as a past due balance on Mr [redacted] account.? On February 14, 2018, Mr [redacted] requested a disconnection of his services, which was processed the same day.? On March 8, 2018, Viasat’s systems recorded the return of Mr [redacted] equipmentWe thank him for his diligence in returning his Viasat equipment.? Mr [redacted] contacted Viasat on April 1, to confirm that his account had been disconnected and that Viasat has received the equipmentA Viasat representative assisted him in confirming this information, and informed Mr [redacted] of the past due balance on the accountThe representative advised that Mr [redacted] should receive an invoice statement on April 8, to show the amount of the past due balanceMr [redacted] was also advised that he would need to contact Viasat to make the payment.On April 9, 2018, Viasat had not received payment for the past due amount of $that had generated on February 8, 2018, and the balance was written off to Viasat’s outside collections agenciesOn that same day, Ms [redacted] contacted Viasat to request a final billing notificationA request was submitted, and the past due bill was sent out to the address on fileDue to the fact that the past due payment had not been paid, a final bill showing a paid in full balance had not yet generatedWe apologize for any inconvenience this may have caused Mr [redacted] .? On April 17, 2018, Ms [redacted] contacted Viasat due to not receiving a final billing notificationA new request was submitted, and the past due bill was sent out to the address on fileWe apologize if Mr [redacted] did not receive these notification.s? Our records indicate that the past due amount of $has been paid as of April 25, In light of this complaint, Mr [redacted] account was removed from collections on April 25, 2018.? Viasat did not report Mr [redacted] account to any credit agencies.In regards to Mr [redacted] request, this letter serves as notification that Mr [redacted] account is now closed, and has no further balance due.? If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation 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 v (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 workAlternatively, 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 or purchase additional usage under ViaSat’s Buy More option at $per GB on an as-needed basis Ms [redacted] contacted ViaSat on April 20, 2016, to discuss the connectivity of her ViaSat servicesDuring her conversation with the ViaSat representative, Ms [redacted] was advised that the connectivity issue was directly related to the breach in the Data Allowance PolicyThe 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 packageThe 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 filesMs [redacted] advised the representative that she was utilizing he services to stream videos ViaSat did not receive any further contact from Ms [redacted] regarding her service plan or data usage until April 29, At this time, Mr [redacted] sent called into ViaSat’s Customer Service Department to discuss her current usageViaSat’s representative responded to Ms [redacted] with her current usage information and alternate plans In response to this complaint, ViaSat is willing to waive Ms [redacted] early termination fees in fullHowever, Ms [redacted] is responsible for returning the Leased ViaSat equipmentMs [redacted] early termination fees were waived in full as of today, May 4, Should Ms [redacted] need additional assistance please have her contact ViaSat’s Customer Service Department at 1-855-463- We apologize for any misunderstanding or frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Upon receipt of Ms [redacted] 's complaint ViaSat attempted to locate her account with the information provided; however, we were unable toIf Ms [redacted] could provide the account number, the name as it appears on the account, or the phone number as listed on the account, ViaSat will be able to better assist in resolving her complaint Thank you

Complaint: [redacted] I am rejecting this response because: Viasat did not mention some proven facts by its own staffThey said I had access to the website for useage & the welcome packet explaining the terms & conditionsViasats response did not mention how they made the mistake of sending the information I was supposed to have prior to install to the incorrect email addressI spoke with a supervisor named prior that agreed with me and verified that the info was emailed to the wrong address, therefore I would have been properly informed about there network capabilitiesUnlike the sales rep who said I could use there network for multiplayer gamingTurns out I can notAnd it states this I the welcome packageI was told I could change my mind prior to install, if I had properly received the welcome package I would haveThe website that Viacom states we can monitor our usage, only goes to the package you have signed up for, is gig liberty, it stops at gigI cant see or do anything past gigOnce I was able to log on & figure out the email was part of the problemI was already at gig and wasn't able to do anythingThe email was proven to be at fault & an employee in the retention office lied about it when it spoke to the sales manager he could see were the email was changed in the systemTwo conflicting stories between sales & retention depts Retention dept mngr said I used 300gig plus in my time with CoSales, & the response letter both have conflicting storiesIn my Xbox history I don't have even have a gig use higher than So how did I pull gig in under ten days @ 3-mb download speedI wonder if the math is even possibleA statement that I was unable to verify & the sales manager found highly unbelievableViacom totally skipped over retention dept recommending to send my child up a ladder to remove a part from a satellite dish that I don't even know what it looks liketruthfully none of this would have happened if when I asked the questions about services I got the correct answersI asked will your service cover, Xbox 1s, laptops, tablets, & online gamingI was told yes but I would experience some lagI said I understandI also asked do you cut off when I run outHe said noYou just slow down a littleBut that isn't the truth, you can't play any multi player online at allAnd as I understand it that is the premise for getting the serviceI made my deal off of what the sales rep said & told me about the service, which is all recorded on viacoms system and has been reviewed by the sales managerI also requested my service to be cancelled so I don't understand why Viacom is refusing to cancel my serviceI'm handicapped, I'm not able to climb a ladder to remove a part I don't know what looks like, I feel like I got set up into trap that they wont even cancelNor is the business even willing to even acknowledge a single mistake on there partThe CEOs office is not a far drive from my home, if those responding to these don't seem to care enough about there companies reputation I wonder what the CEO will think when I present him with a transcript & a meetingThe total unwilling cooperation from Viacom is unbelievableI know this is my first time with satellite internet but I would hope this doesn't set the tone for most companiesHad I been properly informed I would have simply moved on to another company looking for a service that is better then my currentAnd neither Viacom or myself would be in this situationI wish my service cancelled immediately like I was toldI was never told it was overturned & that I would still be continued to be billedIf I choose it to be cancelled it should be soNot left on against my wishesThere modem is unplugged & waiting for the box to arriveIve explained my case but viacom wont see that I got there service under informationBut that doesnt matterJust get the money & forget how the customers are treated Sincerely, [redacted]

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any issues she may have experienced The Customer Agreement signed by [redacted] on December 7, 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 Additionally, the Customer Agreement authorizes ViaSat to automatically withdraw from [redacted] payment method on file for ViaSat’s services Our records show that ViaSat attempted to collect [redacted] monthly bill on May 28, 2016; however, this payment was unsuccessful Therefore, on June 8, 2016, ViaSat suspended [redacted] ViaSat account due to nonpayment On June 28, 2016, ViaSat charged [redacted] an additional $in monthly services, bringing her total balance due to $ [redacted] contacted ViaSat the same day regarding the suspension of her ViaSat account until June 28, 2016, at which time she made a one-time payment of $and updated her payment methodViaSat collected a second payment of $from [redacted] on June 30, 2016, bringing her account balance to zero On June 30, 2016, ViaSat received a call from [redacted] for the second payment of $During her conversation with the ViaSat representative, [redacted] was advised that at the time of her June 28, payment, she’d had a past due balance of $for the May and June monthly bills [redacted] informed the representative that she did not believe she owed the additional payment of $as her account had been suspended when the June 28, monthly service fee had billed In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat agreed to refund [redacted] the charge of $collected on June 30, This refund was submitted on July 14, 2016, and should be received by her within three to five business daysHowever, on July 18, ViaSat received a chargeback from [redacted] bank leaving an outstanding balance of $due to the duplicate refunds she received Due to this, [redacted] may contact ViaSat’s 24-Hour Customer Service department at 1-855-463-and make a onetime payment Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware that service speeds vary and are not guaranteed They are also informed that ViaSat requires a 24-month minimum service term commitment for Internet service and early termination fees will apply if service is canceled prior to the minimum service terms Each of these points is addressed in the Customer Agreement signed by Mr [redacted] on April 6, and available at exede.com/legalDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area Customers are also advised that use of multiple devices with our service may result in slower speedsDue to the length of service ViaSat agrees to waive the early termination fees totaling $not including taxes; however, no refunds will be issued as the service was installedMr [redacted] will be responsible for sending back two pieces of equipment using the prepaid shipping label and box supplied by ViaSatThank you for allowing ViaSat the opportunity to respond

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 Mr [redacted] with the best internet experience possibleHowever, 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 equipmentSpeeds 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 internetSome 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 varyThis 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 guaranteedViaSat understands that the service may not be meeting Mr [redacted] ’s needs or expectations, so in order to arrive at a resolution ViaSat will waive the early termination fees from the account should Mr [redacted] wish to disconnectMr [redacted] will need to contact customer care at ###-###-#### and reference ticket number [redacted] During this call the disclosures will be read and Mr [redacted] will be advised that he needs to send back two pieces of equipment using a prepaid shipping label and box that ViaSat supplies once the account is disconnectedViaSat will not remove the part without a service call chargeShould the equipment not be sent back there will be a charge of $for each non-returned pieceThank you for allowing ViaSat the opportunity to respond