ViaSat

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustrating this situation may have caused On April 20, 2016, Ms [redacted] ’s ViaSat account was suspended due to nonpaymentViaSat was contacted on May 12, to discuss her account, the information listed on the account, and to have this information changedViaSat did not receive contact from Ms [redacted] again until September 19, regarding this account During her conversation on September 19, 2016, Ms [redacted] was educated on the past due balance and that once the equipment was returned, the past due balance for the equipment and early termination fees ($507.26) would be waivedHowever, she would be responsible for the past due balance of $ As of today, September 21, 2016, ViaSat has not received the leased equipment from Ms [redacted] ’s ViaSat account [redacted] As a gesture of good faith, ViaSat has waived the fees for failure to return equipment and early termination fees on this accountHowever, Ms [redacted] will be responsible for the past due balance of $She may contact ViaSat’s 24-Hour Customer Service at [redacted] and make the onetime payment to clear the balance Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/03) */ Thank you for bringing Ms***' complaint to our attentionWe apologize for any frustration she [redacted] have experienced with ViaSat The Customer Agreement provided to each new subscriber, signed by [redacted] ***, the account holder, on June 25, and also available at exede.com/legal, states ViaSat 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 Our records show Ms [redacted] contacted ViaSat on July 29, to disconnect the account, at which time she requested the waiver of the early termination fees because her father-in-law, who'd resided at the service address, had passed [redacted] At this time, Ms [redacted] was advised that because her husband's name was on the account and had signed the Customer Agreement, the early termination fees would be valid because he was technically the account holderViaSat's Corporate Office received an email from Ms [redacted] later that day regarding the early termination feesIn response, the corporate representative made the decision to waive Ms***' early termination fees in fullThe early termination fees were waived in full on July 31, We apologize for any frustration Ms [redacted] have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms***' complaint Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The language in the contract is not specific and does not "lend" to extenuating circumstancesThe employees I had spoken with were very inconsiderateThat was what led me to file my complaintI later received a call from an ABSOLUTELY WONDERFUL gentleman who was very understanding of the situationI am truly thankful for this gentleman's kindness and compassionMy husband and I had taken over several accounts for his ailing fatherThat is something not done often enough in our societyIt would do MANY young people good to out of the blue buy groceries for their parents or pay a utility bill now and thenSeveral of the bills were necessities and some were luxuries Nevertheless, we were paying for the service for my father-in-law's comfort who resided miles awayHe was recently diagnosed with stage pancreatic cancer and though doctors said he had months, he passed away within weeksI realize corporations deal in businessBut its the customers that bring the business back I thank the kind, courteous, considerate ViaSat gentleman who helped finally resolve the issue and can only say he needs to share his mannerism and customer service etiquetteThank you again with all my gratitude [redacted] ***

Thank you for bringing Mr [redacted] complaint to our attention Our records show Viasat charged Mr [redacted] $in monthly service fees on December 28, 2014, but the payment failedSubsequently, the account was suspended for nonpayment on December 30, It remained in this status until January 7, 2015, when it was disconnected for nonpaymentMr [redacted] called Viasat the same day regarding his account, at which time he was provided with the disconnection disclosures, including the early termination fees and return of the Viasat equipment Mr [redacted] equipment was marked as returned on January 26, On January 28, 2015, Viasat charged Mr [redacted] $in early termination fees plus the existing balance due Viasat received a call from Mr [redacted] on February 26, regarding the balance due, at which time he was provided with a breakdown of the charges in question On March 4, 2015, Viasat received a Revdex.com complaint from Mr [redacted] regarding the balance dueIn response, Viasat informed Mr [redacted] and the Revdex.com that the balance due of $was valid Mr [redacted] made a payment of $towards the balance due on April 17, 2015, leaving a remaining balance due of $in collections Viasat did not have any further contact from Mr [redacted] until March 10, 2018, at which time he advised that he had received a call from a collections agency regarding the balance due As resolution to this complaint, Viasat will agree to have Mr [redacted] account removed from collections with the remaining balance due of $waived in full Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: they still want to charge me for a service that was cancelled within a two week period, and their local sales representative was grossly misleading and deceptive.? There should be a a leeway time to cancel service if a customer is dissatisfied, misleaded, and deceived.? Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] rebuttal to our attention.As previously stated, Viasat recommends that Ms [redacted] contacts Viasat at [email protected] for her complaint to be investigatedMs [redacted] should be advised to include all dates and amounts that she has been charged, as well as any supporting documents she may have (e.g., a police report).? As of the date of this response, Viasat has not received the information requested above.? This information is required for the charges to be investigated.? ? Additionally, we also recommend that Ms [redacted] issues disputes with her bank for the payments in question if she has not done so already.Thank you for the opportunity to respond.? ?

Complaint: [redacted] I am rejecting this response because: I cannot in all good consciousness agree to what the response from ViaSat statedI have never ever received download speeds greater than the advertised speed of MbpsThe only way that could ? be possible would be at or AM when there is very few active usersI just ran several speed tests and the average download speed was Mbps.I noticed that their response failed to state at what hour their test was run.I read the page legal agreement and it does state that speeds are not guaranteedHowever, if they are claiming Mbps any reasonable person would expect to receive something similar to their claimsThat was simply a misleading statement.As to the nature of their service they know what the problem is as verified by their own technicians, they have too many users on this plan which they refer to as congestionHowever, they do not tell you that when you sign up for service.? However, I may take them up on their offer to discontinue my service if I can find a suitable alternative before their arbitrary deadline date of 02/16/At least they offered that solution.Thank you for your prompt attention to this complaint.? Yes, I read the page agr Sincerely, [redacted] ?

Thank you for bringing Mr [redacted] response to ViaSat’s attentionWe apologize that Mr [redacted] has not received the follphone callViaSat is going to folldirectly with the agent that is handling this issue and make sure they reach out directly to Mr [redacted] ASAPViaSat will have their Exede Experts follwith Mr [redacted] as wellViaSat does record all calls for quality assurance purposes but unfortunately these are not available for Mr [redacted] viewingThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat Customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the customer’s original account and waives any applicable early termination feesA one-time move cannot be processed if the customer does not agree to the new 24-month minimum service term Our records show Mr [redacted] called October 10, because he had moved to a new address that already had internet service providedAs Mr [redacted] did not want to disconnect his account and, subsequently, be charged the early termination fee, he requested that his service plan be placed on ViaSat’s Vacation planThe Vacation plan is a low cost product ($a month, plus applicable taxes and a $monthly equipment lease fee) for customers who may be gone from the location where the ViaSat service is installed for a long period of time During this conversation, ViaSat’s representative incorrectly advised Mr [redacted] that he could be on the Vacation plan for a minimum of days and a maximum of daysThe maximum number of days a customer may receive the Vacation plan is days within a rolling 12-month period (i.eSeptember 3, 2016-September 3, 2017)When Mr [redacted] advised that he’d brought his modem with him when he’d moved, the ViaSat representative incorrectly advised him that that was the only piece he would need to return when he disconnected his accountWe apologize for any frustration this may have caused Mr [redacted] to experience Per the Customer Agreement, signed by Mr [redacted] on July 25, and available at exede.com/legal, customers are responsible for returning ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a free UPS box and illustrated instructions within a week of their disconnection for the return of the equipment ViaSat did not receive another call from Mr [redacted] until January 9, 2016, when he called to have his account transitioned back to the Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeWhile on hold, the call dropped; however, our records show the ViaSat representative was able to successfully transition Mr [redacted] account Mr [redacted] called back the same day regarding his service transition, at which time he was advised it had been processed successfullyDuring this conversation, Mr [redacted] expressed interest in moving his Exede Internet service to his new home, at which time the ViaSat representative explained to him that he would not be charged for the move, but would have to agree to a new 24-month minimum service termMr [redacted] requested to have his account returned to the Vacation plan while he examined his optionsThe ViaSat representative processed Mr [redacted] request, but incorrectly advised him that since the new year had started, he was eligible to receive the Vacation plan for another days maximum ViaSat received a third call from Mr [redacted] the same day, at which time he requested to speak to a supervisor regarding ViaSat’s move process and the new Customer Agreement he was told he’d have to signDuring his conversation with both the ViaSat representative and the ViaSat supervisor, Mr [redacted] was once again correctly advised that he would have to agree to a new 24-month minimum service term if he moved forward with transferring the service to his new location, and that the requirement could not be waived for himMr [redacted] decided to leave his account active until his existing contract was completed On April 11, 2016, Mr [redacted] account exceeded the days it could be on the Vacation plan, and was transitioned back to the Liberty GB planSubsequently, on April 28, 2016, Mr [redacted] was charged $for monthly service, including prorated fees based on the service plan transition dateViaSat sends pre-bill email notifications seven days prior to charging a customer for monthly serviceCustomers are also alerted that their bill is due is ready via email, at which time ViaSat also auto-withdrawals the fee from the payment method customers’ have placed on fileOur records show these notifications would have been sent to Mr [redacted] at [redacted] @gmail.comWe apologize if Mr [redacted] did not receive these notices Mr [redacted] called ViaSat the same day regarding the charge, advising that he had not received a bill and should have been on the Vacation planAt this time, the ViaSat representative advised Mr [redacted] that the Vacation plan only allowed for a maximum of daysThe ViaSat representative also educated Mr [redacted] on ViaSat’s move process, and provided Mr [redacted] with an approximation of how much his early termination fees would be if he chose to move forward with disconnecting his accountWhen asked if the payment of $could be applied to his early termination fees, the ViaSat representative accurately advised Mr [redacted] that ViaSat did not prorate or refund for unused services when an account was disconnectedThese same points were reiterated by a ViaSat supervisor the same day, and during his conversation with another ViaSat supervisor on April 29, ViaSat does not agree to waive Mr [redacted] existing early termination fees as his account is eligible to be movedHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to refund him the charge of $paid on April 28, This refund has been issued to Mr [redacted] payment method as of May 4, Mr [redacted] is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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 illustrated instructions on what equipment he will need to return If Mr [redacted] would like to move forward with the disconnection of his account, he may contact ViaSat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respond

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any issue she may have experienced with ViaSat’s billing.? The Customer Agreement signed by you on April 4, states that monthly fees are payable in advance and such monthly fees will apply for each and every month (or portion of a month) beginning with the date service is activatedCustomers are advised of these points at the time of sale.? We apologize if you feel these points were not communicated to your satisfactionViaSat sends bills to the email address on file On May 8, ViaSat attempted to collect $from [redacted] payment method on file for half of the early termination fees as a ViaSat representative previously agreed to waive half; however, this payment failedDue to the nonpayment status on [redacted] account, on May 31, 2016, ViaSat sent her account to our outside collections agencyThis same date, [redacted] contacted ViaSat to inform us that she would be mailing a check in for the past due balanceAs the account had already been sent to our outside collections agency, the account remained there until the payment was received On June 7, 2016, ViaSat received the one-time payment for the past due balanceOn this same date ViaSat removed [redacted] account from our outside collections for the amount of $and waived the balance dueViaSat did not report the delinquent balance to any credit reporting bureaus We apologize for any misunderstanding or frustration [redacted] may have experienced Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I would like to receive a refund for any funds taken from my account starting at the install date due to faulty install and having to cancel my service fue to ongoing service issuesFurthermore, your employees did not properly annotate the account about service call, I never cancelled any appointments, the contractors would not honor the appointments I reserved and changed them or said they did not have anyone to perform the service call Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedViaSat does record all sales calls for quality assurance reasonsViaSat was able to pull your sales call and listen 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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on July 8, 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 agreed to waive the early termination fees for both the internet and voice servicesMs [redacted] will receive a box and shipping label courtesy of UPS and will need to ship back two pieces of equipment in order to avoid any future chargesPlease follow the instructions and diagrams in the box when sending back the equipmentThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms [redacted] ’s complaint to our attention Ms [redacted] is receiving Viasat’s Viasat’s Unlimited Data Bronze at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data on the Unlimited Data Bronze plan 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 At the time of sale, customers are made aware of Viasat’s 24-month minimum service term, early termination fees, automatic monthly billing, and Data Allowance PolicyEach of these points is further addressed in Viasat’s Customer Agreement signed by Ms [redacted] on March 13, and also available at exede.com/legal Our records show Ms [redacted] contacted Viasat on March 14, to file a complaint against the installing technician, stating that he had drilled holes into her drywallAt this time, the Viasat representative advised they would escalate Ms [redacted] ’s concerns; however, Ms [redacted] ended the call before the representative could follow through with the escalationMs [redacted] called back on March 15, regarding her complaints, at which time an escalation was createdDuring this conversation, the Viasat representative also advised Ms [redacted] when her first month’s bill would generate In response to the damage claim, the Viasat technician reached out to Viasat and advised that Ms [redacted] had been aware that he would be drilling into her home and that he had advised her of his actions while he was installing the serviceThe technician also advised that he had attempted to pull up the Customer Agreement for Ms [redacted] to view, but it would not loadMs [redacted] chose to sign the Customer Agreement regardlessMs [redacted] was also offered the opportunity to have the technician go out to her home to remove the wire and bushing, and caulk the holesMs [redacted] advised she would call back Between March 16, and April 2, 2018, Ms [redacted] called in numerous times regarding the speed and connectivity of her serviceDuring this timeframe, she was guided through troubleshooting; provided with a credit of $and a discount of $off her bill per month for months; and educated on Viasat’s Unlimited Data Policy, as described above As resolution to this complaint, Viasat will agree to waive Ms [redacted] ’s early termination fees in full if she disconnects prior to April 16, Ms [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 UPS 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 instructions Regarding her damage claim, Viasat has escalated to its Home Service Provider that Ms [redacted] would like the holes drilled into her wall filled If Ms [redacted] would like to move forward with disconnecting her account, she 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 Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have causedOn 11/18/ViaSat received contact from Mr [redacted] regarding the disconnection of his ViaSat accountDuring this conversation, Mr [redacted] was advised of the disconnection disclosures including the leased equipment recovery processMr [redacted] provided the ViaSat representative with his new address to have the lease recovery kit shipped toCustomers are responsible for returning ViaSat’s modem and transceiver within days after disconnection, or they 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 their home address within a week after their disconnection, and it will include return instructionsDue to a system error, Mr [redacted] has yet to receive the lease recovery kitIn order to bring resolution to this complaint, and as a gesture of good faith, ViaSat has waived the pending charges for failure to return the leased equipmentA new lease recovery has been requested, if Mr [redacted] does not receive this; please have him contact ViaSat’s 24-hour Customer Service at [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I honestly feel this is not an ethical way to take care of this matter? This company's service is something different than any others we have used in the past and I did not understand this difference when speaking with the Customer Representative I spoke with at the time I ordered their service...and he was a very nice person to deal with? I answered ? his questions and he said he thought the Liberty Plan would be good for my needs? With other Internet Services we have used, we always got the same service for the entire time, and I assumed this would be the same? I had no idea that the priority time (fast service) would last for only day and then change to the very slow serviceThis could be my fault...not understanding this since it is such a new and different concept than I had ever been aware of? As to the electronic signing, I did not really understand this as we have always had to sign the contract after the Installer finishes the installation and date it then? I did not look at the contract information online until after cancelling the service and it is pages of small print and I don't know who would read all that information and know what it said when they finished.I will be willing to offer to pay $to Exede for the few days I had the service in order to clear up this matter if that is agreeable with the Company? I feel that is more than fair since there is this misunderstanding and it will compensate them for their installation (we returned everything we were told to return)? I had intended that the first month's charge was ? to stay with the company but for some reason, my bank credited it back to my account Sincerely, [redacted]

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedOur records show that Mr [redacted] is receiving ViaSat’s Exede - GB service plan at $a month, ViaSat’s Easy Care plan for $a month plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly Priority Data allowance for use at regular download speeds up to Mbps, and upload speeds up to MbpsIt 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 guaranteed.? ? ? ? ViaSat has sent two service calls to Mr***’s house in the past few weeks, once replacing the modem and the second time replacing the triaIt has been documented by the technician that Mr [redacted] is receiving up to mbps during the day but drops significantly during our peak timesThere is no equipment issue and this is due to congestion on the beam during those times which is documented in the customer agreementWe apologize if Mr [redacted] feels these points were not communicated to his satisfaction ViaSat will agree to place $off for months to the account as a resolution Thank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because: I never received any information also never asked to keep the service on for hours so that I could talk to any one elseFact is that the person informed me that he had to speak to some one higher upI asked that service be turned off repeatedly Finally I was forced to DEMAND THAT SERVICE BE STOPPEDNo matter how many times I tried to commutate trying to Resolve this issue I got the same responseThat they had to speak to some one higher upI honestly can't believe that this is still going onNo consumer should have to go through this Sincerely [redacted]

Thank you for bringing Mr***’ complaint to our attention.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, signed by Mr [redacted] on November 30, 2017, that speeds may vary and are not guaranteed.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.Mr [redacted] contacted Viasat on January 27, in regards to his plan’s speedsHe stated that he had received notification that he had reached GB of usageThe Viasat representative assisting him advised of his plan detailsMr [redacted] was also advised at that time of network congestion and how that could affect his speedsMr [redacted] stated that he would contact back when his data rest if he was still experiencing the same issues.On February 6, 2018, Mr [redacted] contacted Viasat in regards to slow speedsA Viasat representative assisted him in troubleshooting his equipment, and determined that the slow speeds were in relation to network congestion during peak hoursThe representative advised Mr [redacted] to contact Viasat the following morning if he was still experiencing the same issuesOn February 27, 2018, Mr [redacted] contacted Viasat to state that he had no connectivity with his Viasat servicesAfter troubleshooting, a service call was ordered for Mr [redacted] to have a technician inspect his equipmentThe technician reported a bad receiver, and replaced the piece during the course of the service callMr [redacted] contacted Viasat on February 13, due to experiencing slow speedsA Viasat representative assisted in troubleshooting the equipmentA speed test performed by the agent showed that the speeds were within range of the plan, but Mr [redacted] reported slow speeds on his own speed testTherefore, Mr [redacted] was referred to Viasat’s technical escalations teamThey in turn recommended Mr [redacted] receive a session with Viasat’s Premier Technical Support (PTS)After further troubleshooting, the PTS member requested that Mr***’ account be escalated to Viasat’s Service Assurance Center (SAC) for further testing and analysisMr [redacted] agreed, and was advised a two to three day wait period while this was escalatedIn light of this complaint, Viasat has performed a review of Mr***’ account and its speeds as of March 15, Mr [redacted] has used approximately GB of his unlimited data usage, and a speed test run on March 15, reveals that his speeds are within the range of his planAt this time, Viasat requests that Mr [redacted] wait for the results of the testing of his accountHowever, as an offer of goodwill, Viasat will also offer Mr [redacted] a full waiver of his early termination fees should he choose to disconnect after he receives those resultsMr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr [redacted] would like to take advantage of this offer, or if he has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attention Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period on the Unlimited Data Silver plan, 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, signed by Mr [redacted] on March 24, 2018, and Unlimited Data Policy available at exede.com/legal Our records show Mr [redacted] contacted Viasat on March 28, because he was experiencing connectivity issuesDuring this conversation, Mr [redacted] was guided through troubleshooting, after which it was determined his service was being impacted by a network outageMr [redacted] was advised to call back later if he was still experiencing an issue as further assistance could not be provided during an outage Viasat received a second call from Mr [redacted] the same day regarding his connectivityOnce again, Mr [redacted] was guided through troubleshooting, after which a service call was orderedThis service call was completed on March 30, with the technician realigning the dish Mr [redacted] called Viasat again on April 3, regarding his monthly bill and his data usageAt this time, the Viasat representative advised Mr [redacted] that he had reached the above-mentioned GB threshold, and reviewed how much he would be paying per month On April 7, 2018, Mr [redacted] called to advise he was dissatisfied with the service and interested in disconnectingAt this time, he was reminded of the 24-month minimum service term and early termination fees 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, Viasat will agree to waive Mr [redacted] ’s early termination fees in full if he disconnects prior to April 28, Mr [redacted] will be responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions If Mr [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 Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.? 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, signed by Mr [redacted] on December 9, 2017, that speeds may vary and are not guaranteed.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze Mbps service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer 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 show that Mr [redacted] first called about slow service speeds on March 20, A Viasat representative advised Mr [redacted] that at the time, he had used approximately GB of his unlimited data, and due to network congestion, could experience slow speedsThe representative also advised Mr [redacted] of the details of his data usage.? On April 23, 2018, Mr [redacted] contacted Viasat regarding experiencing slow speedsThe Viasat representative assisting Mr [redacted] advised him that he was experiencing network congestion, and offered Mr [redacted] a recurring discount of $off for the next monthsMr [redacted] accepted the offer, and the discount was applied to his next bill.? On June 24, 2018, Mr [redacted] contacted Viasat to request a disconnection of his Viasat servicesA Viasat representative offered to troubleshoot Mr [redacted] services, which Mr [redacted] acceptedIt was determined that a service call was necessary, which Mr [redacted] declinedMr [redacted] chose to proceed with his disconnection, and requested that it take place on July 11, The Viasat representative read disconnection disclosures, including information about early termination fees, and submitted the request.In resolution to this complaint, Viasat would like to offer Mr [redacted] a free service call in order to determine the cause of any possible issuesAs Mr [redacted] has not yet granted Viasat the opportunity to resolve any issues with his service as required per the Customer Agreement, Viasat does not at this time agree to waive Mr [redacted] early termination feesIf Mr [redacted] would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond.?

Complaint: [redacted] I am rejecting this response because: Viasat customer service had a DIFFERENT claim about the statements each time we talked to them 1st It was they are UNABLE to print hard copies of statements because the customer was supposed to do that themselves from their online account Difficult to manage when you have no internet service.2nd Viasat claimed the statements were in route....3rd Then later we found out no the statements were not sent But they will be sent....4th Online requests via email from my daughter requesting the statements to be emailed were ignoredAs of today's date...no statements have arrived in any form, mail or email.Also, I have two accounts, one that was compromised by my grand-son-in-law [redacted] at our winter home and another account for my summer home I have closed my other account that was not compromised because of the complete lack of concern for my situation from Viasat Customer Service And case you are wondering just how rude Viasat customer service representatives are? I invite you to pull the tapes of the charming lady I talked to on March 11th, We still to date Sincerely, [redacted]