ViaSat

Thank you for bringing [redacted] response to ViaSat’s attentionViaSat understands that the service is not going to meet [redacted] needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect [redacted] can call into customer care and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: II have incredibly high pings, there's a HUGE delay.? My plan reset today pings,? too slow for my Ring video doorbellWe were NOT informed this would be Ann issue when we signed up! Sincerely, ***? [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/08) */ Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any issue she may have experienced with ViaSat The Customer Agreement signed by Ms [redacted] , the account holder, on September 29, (also 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 feesViaSat placed Ms [redacted] payment method on Ms [redacted] 's account in good faith that the charges would be authorized Our review of Ms [redacted] 's account shows that since the installation of her service on September 29, to her disconnection on June 3, 2015, ViaSat received no request for the payment method to be updated from either MsGeorge or Ms [redacted] 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 termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On June 3, 2015, Ms [redacted] requested the disconnection of the account, at which time she was reminded of her signed Customer Agreement and the early termination feesDuring this conversation, Ms [redacted] also requested that the payment method on file be removed from ViaSat's systemsUnfortunately, the ViaSat representative did not correctly escalate Ms [redacted] 's request for the removal of the payment methodSubsequently, on June 4, 2015, the payment method on file was charged $for early termination fees ($227.10) and an existing balance due for failed monthly service fees from April and May ($95.25) In order to come to a resolution regarding this complaint, ViaSat will reimburse MsGeorge for the overdraft fees she has been charged by her bank due to the ViaSat withdrawal of $322.35, with the caveat being that she provide a copy of her day bank statement showing her balance before and after ViaSat's charge, as well as the subsequent overdraft feesViaSat will not reimburse MsGeorge without first seeing this documentation and confirming that ViaSat did, in fact, cause her to go into overdraft MsGeorge may fax this documentation to ViaSat at ***-***-***, or send it via email to ***.***@ [redacted] .com Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Our records show Ms [redacted] ***, the account holder, transitioned her service to Viasat’s Liberty – WiFi + Free Zone plan on April 18, As this service required an upgraded modem, Ms [redacted] was informed her original modem would need to be returned to Viasat, or else she would be charged an unreturned equipment feeThe new modem was installed on April 22, On July 12, 2017, Viasat received notice that the original modem had not been returned, and charged Ms [redacted] $in unreturned equipment fees in addition to her monthly service fees Ms [redacted] and Mr [redacted] contacted Viasat numerous times between July 20, and December 18, regarding the unreturned equipment fee, advising that the modem had been returnedIt was determined on multiple occasions that Viasat did not have record of this modem being returned As resolution to this complaint and as a gesture of good faith, Viasat has issued a refund of $to the payment method on file as of December 21, Mr [redacted] should be informed that it may take him three to five business days for him to see the amount deposited into the account Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attention The Customer Agreement signed by Mr [redacted] on March 7, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleViasat’s billing dates occur every four days within a month 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 Our records show Mr [redacted] ’s service was installed on March 7, On March 8, 2018, Viasat charged Mr [redacted] $in monthly service fees plus prorated charges based on the installation dateThis payment failed Between March 8, and March 12, 2018, Mr [redacted] called in several times regarding connectivity concernsDuring this conversations, Mr [redacted] was informed that weather outage over his service gateway was impacting his connectionOn March 9, 2018, a service call was ordered, per Mr [redacted] ’s requestThis service call was fulfilled on March 13, 2018; however, it was determined and confirmed by the customer that the service was workingMr [redacted] was provided with a total of $in downtime credits during this timeframe On March 19, 2018, Mr [redacted] ’s account was suspended for nonpayment of serviceHe called Viasat the same day because he was unable to connect, at which time he was informed of the status of his accountWhen Mr [redacted] informed the Viasat representative of his previous connectivity issues and advised that he had not been made aware of the advanced billing, the Viasat representative offered him a goodwill credit of $25.00, which Mr [redacted] acceptedMr [redacted] advised he would call back at a later time to do soMr [redacted] ’s account was resumed as a gesture of good will Viasat received a one-time payment of $from Mr [redacted] on March 20, Regarding Mr [redacted] ’s request that his bill be due on April 8, 2018, review of his account shows that his bill cycle occurs on the 8th of each month Thank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any frustration or confusion this situation may have caused Mr [redacted] contacted ViaSat’s customer service department on November 9, as his services were suspendedViaSat’s customer service representative advised Mr [redacted] that his services were suspended as he had a past due balance of $owedThe ViaSat representative educated Mr [redacted] on how to utilize MyExede.com and walk through the IVR to make a onetime paymentViaSat did not collect a payment from Mr [redacted] until November 19, On January 12, ViaSat received contact from Mr [redacted] regarding the connectivity of his account and to request the disconnection of the accountDuring his conversation with ViaSat’s representative Mr [redacted] was advised that his services were slowed due to utilizing all usage on his monthly service planNevertheless, Mr [redacted] requested the disconnection of his ViaSat account and advised of the early termination fees 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 Mrs [redacted] on October 26, (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 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 activityGiven this information and that Mr [redacted] did not advise ViaSat of any issues associated with his account prior to the call on January 12, 2016, ViaSat does not agree to refund Mr [redacted] any charges or waive the applicable early termination fees in their entiretyHowever, as a gesture of good faith, ViaSat will agree to waive half of the early termination fees of approximately $315.00, not including taxesMr [redacted] will be responsible for roughly $157.50, not including taxesThis charge will occur on January 28, Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our ***entionWe apologize for any frustration she may have experienced with ViaSat [redacted] is receiving ViaSat’s Liberty - Boost + Free Zone Internet service plan at $99.99, a month, plus applicable taxes and a $monthly lease feeThis service plan provides GB of priority data per month, 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 It is our goal to provide the best internet experience possibleHowever, 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 [redacted] on June 29, 2017, that speeds may vary and are not guaranteed Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed [redacted] contacted ViaSat on July 17, to discuss the slow speeds she was experiencing while ***empted to watch movies and downloadDuring this conversation, the ViaSat representative performed troubleshooting steps including rebooting her ViaSat modemUpon the completion of the reboot, [redacted] was receiving speeds of download and upload On July 25, 2017, [redacted] contacted ViaSat to again discuss the slow speeds she was experiencing and request the disconnection of her ViaSat accountDuring this conversation, the ViaSat representatives advised [redacted] that the speeds are not guaranteed, and performed troubleshooting stepsDuring this conversation, the ViaSat representative advised [redacted] of the disconnection disclosures including the early termination fees should she wish to move forward with the disconnection of her ViaSat As of today, July 26, 2017, [redacted] ’s ViaSat account remains active Should [redacted] ’s current plan not be meeting her needs, the following plans are also available within her area: • Liberty - Boost + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty - Boost + Free Zone- $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty - WiFi + Free Zone - $a month, plus applicable taxes and a $monthly equipment lease fee If [redacted] 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 [redacted] wishes to disconnect her ViaSat account, she may do so but ViaSat will only agree to waive half of the applicable early termination fees Thank You!

Thank you for bringing Mr [redacted] ’ complaint to our attention? Our records show Mr [redacted] was receiving Viasat’s Unlimited Data Gold service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized at 720p and works best for large devices such as large screen TVs or projectors? 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 GBs 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? The Customer Agreement provided to each new customer, signed by [redacted] on May 31, 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? Mr [redacted] contacted Viasat on June 1, regarding slow speeds and issues streaming on his TVAt the time of this call, Mr [redacted] was receiving the Unlimited Bronze at $a month and was advised by the Viasat representative that this plan was best optimized for smaller devicesThe Viasat representative offered to transition his service plan to one that offered faster speed, but? Mr [redacted] stated that he would think about it? On June 11, Mr [redacted] contacted Viasat and transitioned his account to the Unlimited Data Gold service planThe Viasat representative advised of the data thresholds and read the necessary disclosures before processing the requestMr [redacted] was offered a credit of $goodwill credit due to his slow speedsThe credit was later cancelled? Mr [redacted] contacted Viasat on June 12, regarding not being able to streamMr [redacted] stated that he didn’t realize that his children were using their Ipads and which had caused him to exceed the GB thresholdMr [redacted] requested a disconnection of his service at this timeThe Viasat representative informed Mr [redacted] of a weather outage impacting his service and offered him troubleshooting, but the offer was declinedAs he still wished to disconnect, Mr [redacted] was reminded of the early termination feesPer his request, Mr [redacted] was transferred to a Viasat supervisor to dispute the early termination feesThe Viasat supervisor offered to waive half of the early termination fees, butMr [redacted] declined this offerThe account remained active at this time? On June 16, 2018, Mr [redacted] contacted Viasat requesting the disconnection of his account, at which time he accepted the waiver off half his early termination feesMr [redacted] ’ account was disconnected; however, he was informed that the offer for half off the early termination fees was no longer validMr [redacted] spoke to another Viasat supervisor, who approved the waiver of half off the early termination fees ? Unfortunately, the waiver for half off the early termination fees was rejectedTherefore, on July 1, 2018, Mr [redacted] was charged $in early termination fees ($344.52) plus prorated monthly service fees ($96.10)Mr [redacted] called regarding this payment on July 3, 2018, at which time a refund request for $was escalatedThis refund was processed on July 10, ? As a resolution to Mr [redacted] ’ complaint, Viasat has agreed to process an additional refund of $back to his payment method on file for the remainder of the July 1, paymentThis refund has been processed as of July 26, Mr [redacted] should be advised that it may take three to five business days for him to see the amount deposited into his account? If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care at 1-855-463-? Thank you for the opportunity to respond

Thank you for bringing Mr***’ complaint to our attention Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee The Customer Agreement, signed by Mr [redacted] on February 21, and available at exede.com/legal, 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 Our records show Mr [redacted] contacted Viasat on December 30, because he was experiencing a connectivity issue, at which time he was guided through troubleshootingWhen troubleshooting did not resolve the issue, a free service call was ordered and scheduled for January 4, Mr [redacted] transitioned his service plan to the Unlimited Data Bronze service plan on January 3, The service call was fulfilled on January 4, with the technician not finding any issues On January 16, 2018, a service call was ordered for Mr [redacted] because he had experienced intermittent connectivityMr [redacted] received a call from the technician on January 17, 2018, at which time he was informed that the modem’s diagnostics did not indicate an issueWhen Mr [redacted] explained that he was experiencing slow speeds, the technician informed him that the speeds of the service may vary and are not guaranteed, per the Customer Agreement Viasat received contact from Mr [redacted] on February 3, 2018, at which time a service call was orderedThis service call is currently scheduled for the morning of February 6, As resolution to this complaint, Viasat will agree to waive Mr***’ early termination fees in full if the Viasat technician is unable to resolve his connectivity concerns during the February 6, service callHowever, if the issue is resolved or if it is determined that the issue is with his third-party equipment, the early termination fees will standMr [redacted] may contact Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize but using the information that she provided we were unable to locate an accountWe will need Ms [redacted] to provide the phone number that would be on the account or the account holders name or the account number We can also search for the account using the contact email that would have been placed on the accountOnce ViaSat's receives this information they will investigate and respondThank you for allowing ViaSat the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] *

Thank you for bringing [redacted] ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of disconnection [redacted] was read the disclosures which included returning the equipment [redacted] was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he would be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label was delivered to his home address within a week after his disconnection, and it included return instructionsViaSat charged [redacted] ***’s account $on June 12, for the non-returned equipmentOn June 15, the credit for the modem was placed on the account leaving just the tria as unpaidIn order to arrive at a resolution ViaSat has agreed to remove the full charge of $from the account leaving [redacted] with a zero ($0) balanceThank you for allowing ViaSat the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is the only one that I will be able to receiveI am not satisfied with the services provided by ViaSat Sincerely, [redacted]

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused The Customer Agreement, signed by Ms [redacted] on February 25, and available at exede.com/legal, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountMs [redacted] called ViaSat on her bill cycle date of May 8, to disconnect; however, ViaSat had already placed for the charge of $to be withdrawn from her account In order to arrive at a resolution ViaSat has issued a refund of the $back to Ms [redacted] ’s payment methodThis refund will process and show back in Ms [redacted] ’s account within 3-business daysThank you for allowing ViaSat the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) This is unacceptable and further demonstrates the poor customer service of Viasat I am unable to have satellite installed on pole mount due to landlord's stipulations and no early termination fee should occur Furthermore, after reading numerous other complaints on this website, no additional equipment fees should occur Box will be mailed with equipment once it is received In numerous oh her complaints, Viasat charges customers even though box has been shipped back

Thank you for bringing Mr [redacted] complaint to our attention.Our records indicate that Mr [redacted] is receiving Viasat’s Liberty GB plan with Boost and Free Zone add-onsThis service plan provides Mr [redacted] with a GB monthly data allowance, with download speeds up to Mbps and upload speeds of up to MbpsDue to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on July 21, 2017, that speeds may vary and are not guaranteed.On July 23, 2017, Mr [redacted] contacted Viasat in regards to receiving slow speedsA Viasat representative assisted him in troubleshooting, and the speeds were restoredOn July 25, 2017, Mr [redacted] contacted Viasat in order to advise that he was receiving slow speedsIt was determined that Mr [redacted] would contact Viasat again for a session with Viasat’s Premier Technical Support team, as he was unavailable at the time.On July 28, 2017, Mr [redacted] contacted Viasat in regards to slow speedsIt was determined that Mr [redacted] would need the technical support department, which at the time was unavailableMr [redacted] was advised to contact the next morning.Viasat had no further contact from Mr [redacted] regarding his speeds until January 12, 2018, when it was determined that Mr [redacted] antenna for his satellite services was out of alignmentA service call was dispatched, and the problem repairedOn February 1, 2018, Viasat received multiple contacts from Mr [redacted] regarding his plan, specifically about his pricing and the speedsMr [redacted] stated that he had never received over mbpsA speed test run by the Viasat representative assisting him reported download speeds of mbpsMr [redacted] stated that he was receiving speeds of less than Mbps at the timeHe was advised that his equipment was working as it should and was advised to contact technical support if he had any further issuesA service call has been scheduled as of February 1, to determine if there is anything that might be wrong with Mr [redacted] equipment.A review of Mr [redacted] account on February 2, reports that he is receiving download speeds of Mbps and upload speeds of 5.01, which are well over his advertised speedsIn order to bring this complaint to resolution, Viasat has added a $credit to Mr [redacted] bill for the next six months, starting on his February billIf Mr [redacted] has further troubles with his speed, he may contact Viasat’s24-hour Customer Care department at 1-855-463-in order to troubleshoot his servicesThank 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 me I would like to note though that I contacted the company at 8:am to disconnect my services and then received an email at 4:pm on the very same day indicated that they received my paymentAlso the only charges that was disclosed to me during the cancelation process was that of my failure to return their equipmentI am still waiting on a box to return their equipment.? Thank you for taking care of this issue for me, it is greatly appreciated Sincerely, [redacted] ?

Thank you for brining Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation 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 early termination fees.? Each of these points is also addressed on the first page of the Customer Agreement signed by Ms [redacted] on October 11, and available at exede.com/legal.? We apologize if Ms [redacted] feels these points were not communicated to her satisfactionDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment.? Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity.Since installation, Ms [redacted] has contacted ViaSat times regarding connectivity with her servicesEach time, Ms [redacted] was advised that issues with her services were directly related to congestion or weather outagesOn May 29, a ViaSat Home Service Provider Technician went to Ms [redacted] location and realigned her dish.? Ms [redacted] contacted ViaSat again on September 15, to discuss the connectivity of her ViaSat accountDuring her conversation with the ViaSat representative, Ms [redacted] was advised that the connectivity issues were directly related to a weather outage in her areaMs [redacted] advised the representative that she would call ViaSat back if the issue persisted.? ViaSat did not get another call from Ms [redacted] regarding connectivity issues until November 11, as which time she was advised that the slow speed were directly related to congestion within her areaOn April 12, Ms [redacted] contacted ViaSat to discuss her servicesDuring her conversation at this time, Ms [redacted] was on her lunch break and was unable to have troubleshooting steps performed In response to this complaint, ViaSat does not agree to refund Ms [redacted] all charges collected since October However, if Ms [redacted] feels that the services are not meeting her needs, ViaSat will agree to disconnect the account with waiver of the early termination feesIf she wishes to disconnect her account, please have her contact ViaSat’s 24-Hour Customer Service number at 1- 855-463-and reference ticket [redacted] Ms [redacted] will be responsible for returning ViaSat’s modem and transceiver within days after her disconnection if she chooses to disconnect her account, 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

Thank you for bringing Mr [redacted] complaint to our attention? Mr [redacted] is currently receiving Viasat’s Exede 12Mbps-GB? service plan at $79.99? a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee ? Mr [redacted] 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 [redacted] ? on August 6, ? 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 work ? The 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 Facebook or through SnapChat).? 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, customers may utilize Viasat’s Late Night Free Zone from 12:AM to 5:AM / Early Bird Free Zone from a.m?" a.m., local time, during which unmetered service is provided at no extra cost? If Mr [redacted] continues to experience issues with his/her data usage we advise him/her to look for the common causes for high data usage mentioned above,? programs that are running in the background, and whether his/her router is secure? It is our goal to provide our customers with the best internet experience possible.? However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? ? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed? ? Or records show that Mr [redacted] contacted Viasat on April 9, because he was experiencing slow speedsThe Viasat representative advised Mr [redacted] that due to previous issues with slow speeds and service calls, it was recommended that he schedule another service call to have all of his equipment and cabling replacedMr [redacted] declined to schedule a service call at that timeMr [redacted] contacted Viasat later that day and stated that his pole mount was not very secure and felt like that was the reason that his speeds were slowThe Viasat representative advised Mr [redacted] that due to him not accepting the service call previously offered as a resolution that an offer of a free service call would not be made ? Mr [redacted] made multiple contacts to Viasat regarding his slow speeds and connectivity between the dates of May 10, and March 29, Mr [redacted] was advised on multiple occasions by Viasat representatives that he would need to be at home to have trouble shooting performed or that his slow speeds were due to Network TrafficMr [redacted] has had service calls completed within these dates, during which his equipment was replaced on each visit? Mr [redacted] has also requested multiple times for his service to be disconnected between the dates of April 9, and March 29, 2018, but has never followed through with the disconnections and due to this has had multiple credit offersSince Mr [redacted] install date of August 6, he has had a total of $2,in credits added to his account for retention and down time of his service? At this time, Viasat feels that all appropriate actions have been taken and does not agree to refund Mr [redacted] any of the requested funds? If Mr [redacted] needs further assistance, he may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-We apologize for any frustration Mr [redacted] may have experienced ? Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:Exede is not acknowledging the root of the issue at handTheir solution is for me to spend ADDITIONAL money to have an account that functions properlyI am tired of their excuses for why my Internet may not be functioningThis is poor business, and Exede is continuing to scam its customers Sincerely, [redacted]