ViaSat

yes I did make the call on may 29th and was unhappy with my serves just having a few days after it was installed? then I called in july with the same problem, my husband was on the phone with tech support for hours and nothing was resolved and still poor service? Even the Tech was rude to my husbandWe even kicked off the internet with just Emails and I am pay over dollars for that? I have taken all of my electronic devices off the wifi so we can use the internet and its still bad? why do I have to pay for poor service.?

Thank you for bringing [redacted] ’s rebuttal to our attention The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show [redacted] ’s electronic signature on the Customer Agreement dated July 28, We apologize for any confusion or frustration this may have caused [redacted] to experience If [redacted] has a dispute with his dealer, ViaSat is willing to change the service call responsibility for [redacted] ’s account from ViaSat’s dealer to ViaSat so he could be serviced by ViaSat directlyIf he would like to move forward with this action, he may contact ViaSat’s 24-hour Customer Service Department at [redacted] Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedIt is our goal to provide Ms [redacted] with the best internet experience possible.? However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment.? Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet.? Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary.? This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.? ? ? ? At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on July 29, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat has attached the signed customer agreement for Ms [redacted] viewingThe Customer Agreement signed by Ms [redacted] on July 29, 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.? If we are unable to process your automatic payment at any time and we do not receive electronic payment from the customer by the due date, the account may be immediately suspended and the customer will remain responsible for all amounts payable by the customer to us.? The Customer Agreement also states that monthly fees are payable each month in advance and such monthly fees will apply for each and every month (or portion of a month) that you are a subscriberIf the customer’s account is suspended for a partial month, they are still responsible for the full month of service.? ViaSat does not agree to waive the early termination fees from the account and no refunds will be issued as the services were usedShould Ms [redacted] wish to disconnect she can contact customer service by phone at ###-###-#### to have the account disconnectedViaSat does not accept written correspondence/email as a form of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because:I think the resolution agreed by Viasat does not meet my expectationsI still do not understand why a customer with a new and unknown service, does not have a minimum period of time to decide whether to stay with a service or to give up freely without such a high costI was never informed at the time of the sale the minimum commitment of Service for months, nor of the rates of early cancellation, everything was said to me at the moment of requesting the cancellationI tried to improve the service and the solution was to go to the Free Zone schedule from at night to in the morningImpossible solution for people who study and work throughout the day like my family and meAn Internet company that provides an excellent service and knows, does not have any problem for their customers to try their product because they know that they will stay with the service, but a company that does not guarantee the best and knows that the customer is going to have complaints, can not give any trial period, would be absurd, the company would not exist, would go bankrupt, so go to the drastic measure of all or nothing with no time to try and decideI insist that this is a great abuse on the part of Viasat because the safe dissatisfaction with the service would have a high cost, either monetary, or the maintenance of a service that does not satisfy the customer for long months (years) Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The complaint was not about the amount of money, As I wroteThe complaint was about the lack of information, and no final document, closing the account I wish that the respondent had read my complaint Sincerely, [redacted]

Thank you for bringing Ms [redacted] ’ complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedViaSat did not receive contact from Ms [redacted] between January 6, and April 24, The first contact ViaSat received was on January 6, to discuss the disconnection of her accountDuring her conversation with ViaSat’s representative, Ms [redacted] stated that she called in several times between October and January; however, ViaSat has no record of these calls into our customer service departmentDue to this information, and as the first contact received by ViaSat from Ms [redacted] was on January 6, 2016, ViaSat does not agree to refund the charges between October and JanuaryHowever, as a gesture of good faith ViaSat will agree to refund half of the $collectedA refund of $will be issued via a check and should be received in two to four weeks from today, January 13, Should Ms [redacted] not receive the refund check, please have her contact ViaSat’s customer service department at ###-###-#### and reference ticket [redacted] Thank you for the opportunity to respond

we never got any emails from them and we didnt cancel the service and we shouldnt be charged for thatthey can do the and then if they would at least do half of the that would be ok Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he [redacted] have experienced with ViaSat Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] on March 9, 2013, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageMr [redacted] 's is receiving Exede GB plan at $49.99, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB's of monthly data allowance; as well as download speeds up to Mbps and upload speeds up to Mbps The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersSince being installed on March 9, Mr [redacted] has been in violation of the Data Allowance Policy nine timesHowever, each time Mr [redacted] has been educated on how to monitor his usageThe 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 filesReview of Mr [redacted] 's account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent Mr [redacted] has contacted ViaSat on several occasions regarding the Data Allowance Policy, and his beliefs that the usage was not being monitored correctlyEach time, ViaSat's customer service representative would review his usage, offer the ability to upgrade the account, and at times, issue a service callAs Mr [redacted] has disputed the information pertaining to his usage and the Data Allowance Policy, ViaSat's customer service representatives has issued $in goodwill credits since his installation in 2013, as a gesture of good faith In response to this complaint, ViaSat internally escalated Mr [redacted] 's account to ensure his usage meter was calculating her data correctlyIt has been determined that Mr [redacted] 's usage meter is working properlyCurrently, Mr [redacted] has utilized GB of the GB allotment, and his usage is scheduled reset on June 12, As ViaSat has internally escalated Ms [redacted] 's account to verify the usage is being monitored correctly, and has issued goodwill credits totaling $1874.57, ViaSat does not believe any further action is requiredIn order to come to a resolution regarding this complaint, ViaSat will agree to apply GB of free additional data onto Mr [redacted] 's account; however, the account will remain on the current plan unless otherwise specified by Mr [redacted] Mr [redacted] also disconnect his ViaSat account without early termination fees if he believes the ViaSat services do not work for his needs Thank you for 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.) I have monitored my usage on my devices with software that always shows less usage than they do! Those credits were not asked for by me but offered by ViaSat for inconvenience, poor performance, etcThey also told me that I had certain devices attached to my router that I have never even owned! "The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesReview of Mr [redacted] 's account shows that a large portion of his usage is being utilized by file sharing operations such as Bit Torrent." Per ViaSat above Any large downloading or uploading is always done between 12pm-5am where it is unlimitedThat is always where the discrepancy shows upThere have been many of these same issues found where in fact the provider is at faultBecause of the FAP policy they can always dictate it is correct and you need to buy more data or cancelIf I had landline DSL or broadband this would be a moot point and they know itThey would always suggest I upgrade the account! I have had better things to do with my time that argue with ViaSat hours a week over the last few monthsThey would actually owe me over $in credits based on my lost time and wagesThey already offered an upgrade for one year but declined to do this because of supposed file sharing operations mentioned aboveSo their goodwill was neither good or beneficialIf they offered additional bandwidth or or a discount on my current plan I would work with them Best regards, [redacted] Final Business Response / [redacted] (4000, 14, 2015/06/26) */ Upon review of Mr [redacted] 's account ViaSat does show that he made contact on June 15, with our corporate care representativeOn this date, ViaSat's customer service representative advised Mr [redacted] that he could upgrade his account to the 15GB for the 10GB pricingIf Mr [redacted] would still like to take this offer, please have him contact customer service and reference ticket XXXXXXXXWe apologize for the confusion regarding this informationThank you! Final Consumer Response / [redacted] (2000, 16, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept under the above terms once they have proved that my monthly bill stays exactly the same @ $for 15GB plan moving forward with no expiration and I do not not have to call in monthly for this to continue

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 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 Mr [redacted] on January 3, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionThe Customer Agreement signed by Mr [redacted] on January 3, 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 Mr [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service in addition to the account set up fee on January 4, In order to arrive at a resolution ViaSat has agreed to remove the charge of $for the early termination feesViaSat has also contacted the outside collection agency to have Mr [redacted] removedViaSat will not refund the $as this was a valid charge once the account was activatedThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr. [redacted] 's complaint to our attention. We apologize for any frustration he may have experienced with ViaSat.At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees, and auto-billing. Each of these points is further... addressed in ViaSat’s Customer Agreement. All ViaSat dealers are contractually required to make customers aware of these points at the time of sale. We apologize if these points were not communicated to Mr. [redacted] at the point of sale. The Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Mr. [redacted] ’s electronic signature on the Customer Agreement dated May 24, 2016. On May 28, 2016, ViaSat attempted to collect a payment of $77.75 from Mr. [redacted] for his monthly service fees, but the payment failed. Subsequently, on June 8, 2016, the account was suspended for nonpayment. A successful one-time payment for the amount was made by Mr. [redacted] the same day. ViaSat charged Mr. [redacted] for monthly service again on June 28, 2016 in the amount of $70.68; once again, the payment failed and the account was suspended on July 8, 2016. On August 10, 2016, Mr. [redacted] called ViaSat to disconnect, stating that he had not been informed of ViaSat’s automatic billing process or ViaSat’s 24-month minimum service term. He also informed the representative that he had attempted to discuss his concerns with the authorized dealer he had purchased service through, but had been unsuccessful. At this time, a request to have the matter reviewed was escalated. On August 18, 2016, Mr. [redacted] ’s complaint was further escalated to the dealer for review. The dealer responded to ViaSat’s inquiry on August 29, 2016, and advised that Mr. [redacted] had been informed of all points at the time of sale. Mr. [redacted] contacted ViaSat on September 1, 2016 regarding the balance due and the status of the account. At this time, Mr. [redacted] was informed that his account had been suspended for nonpayment of service. As Mr. [redacted] wanted to disconnect the account with no early termination fees, he requested to speak to a supervisor. During his conversation with the ViaSat supervisor, Mr. [redacted] was informed of the results of ViaSat’s investigation, at which time he ended the conversation. On November 3, 2016, Mr. [redacted] ’s account was disconnected for nonpayment of service; subsequently, on November 28, 2016, ViaSat charged him an additional $268.50 in early termination fees. This payment failed and was added to the balance due, creating a total amount owed of $339.18. The account was sent to outside collections on December 28, 2016. Mr. [redacted] called the same day regarding the early termination fees. At this time, the ViaSat representative escalated Mr. [redacted] ’s early termination fee waiver request to a supervisor, who determined the charge was valid. ViaSat received another call from Mr. [redacted] on January 6, 2017, at which time the collections balance was discussed. As resolution to this complaint, ViaSat will agree to waive Mr. [redacted] ’s early termination fees of $268.50 in full; however, Mr. [redacted] is responsible for resolving the balance due of $70.68 charged on June 28, 2016. He may make this payment either directly through ViaSat or via the collections agency. Thank you for the opportunity to respond.

Thank you for bringing Ms***’ complaint to our attention.The Customer Agreement signed by Ms [redacted] on January 19, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale On December 20, 2017, Ms***’s Viasat bill generated and was paid in the amount of $On December 29, 2017, Ms [redacted] contacted Viasat in order to request a disconnection of her services as she had moved her services to another companyMs [redacted] was read disconnection disclosures, one of which reads the following:“Viasat may charge your payment method on file for any unpaid charges incurred during your current monthly billing cycleViasat will not provide a pro-rated refund for any prepaid fees regardless of when your service is terminated.”Ms [redacted] elected to proceed with the disconnection, and requested a supervisory Viasat representative in regards to her refundNo supervisors were available at the time, and the Viasat representative assisting Ms [redacted] offered a supervisor callback, which Ms [redacted] accepted.On January 4, 2018, Viasat contacted Ms [redacted] and correctly advised that the charges that had occurred were valid charges and that Viasat does not provided prorated refundsAs a gesture of goodwill for the amount of time Ms [redacted] has been with Viasat, Viasat has provided Ms [redacted] with a prorated refund for her services in the amount of $This has been processed as of February 1, 2018, and Ms [redacted] should see the funds returned to her in the next three to five business daysIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels he couldn’t reach anyone at ViaSat’s Customer Service numberViaSat records all calls for quality assurance purposes and keeps track of each call with an interaction IDViaSat shows that Mr [redacted] spoke with a Customer Service Representative yesterday January 26, regarding the slow speeds and no connectivityViaSat’s Customer Service Representative was not able to correct the issue and advised Mr [redacted] that he will need a service call to correct the issueMr [redacted] was offered the EasyCare product for $a month which allows free service calls; however, Mr [redacted] declined and advised that he would call backViaSat charges $for service calls after the first days of installationViaSat understands that Mr [redacted] needs a service call so the issue can be looked atIn order to arrive at a resolution ViaSat will offer Mr [redacted] a free service callMr [redacted] will want to contact Customer Care at [redacted] and reference ticket # [redacted] to have the free service call set up when he is readyViaSat will also place one free month of service to the accountThank you for allowing ViaSat the opportunity to respondTell us why here

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 shall continue to check the website to ensure the charge has been waived, but the call center have assured me that I do not owe anything Sincerely, Sukey [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she [redacted] have experienced with ViaSat The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] on [redacted] 19, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageThe 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 files The Customer Agreement also requires subscribers to agree 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 termViaSat does not provide customers with a trial period of any kind for the service Ms [redacted] contacted ViaSat on [redacted] 25, because she had exceeded her monthly data allowanceAt this time, the ViaSat representative reviewed Ms [redacted] 's data usage with her; provided her with some self-help options, including monitoring her usage online and purchasing more data; and advised her that she could use ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costWhen Ms [redacted] inquired about disconnecting, she was reminded of her signed Customer Agreement and ViaSat's 24-month minimum term, and advised that the early termination fees would be valid if she chose to disconnect her accountThe ViaSat representative offered Ms [redacted] GB of free additional data to restore her speeds; Ms [redacted] accepted this offer, and retained service with ViaSatViaSat has not had any further contact with Ms [redacted] since this interaction Our records show that between [redacted] 20, and June 19, 2015, the majority of Ms [redacted] 's data usage went towards storage (online backups, file transfers, browser downloads, etc.), web browsing, communications (email; audio/video chat, including third-party VoIP services, Skype, Facebook IM, etc.), and media (Netflix, Dish or DirecTV OnDemand, Spotify, etc.)Ms [redacted] 's data usage reset to zero on June 20, Currently, she has only used GB out of her GB monthly data allowance In her complaint, Ms [redacted] advises that she had seen her usage increase after having her modem unpluggedThe monthly usage meter reflects the usage the last time the modem was online and the usage meter [redacted] take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter updateWhen Ms [redacted] plugged her modem back in, her data usage meter was able to update to reflect her current monthly data usage ViaSat does not agree to waive Ms [redacted] 's early termination fees in full if she chooses to move forward with the disconnection of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the fee, leaving Ms [redacted] responsible for a charge of approximately $ If Ms [redacted] chooses to disconnect her account, she will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include return instructions If Ms [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept this response as satisfactoryI was completely misled by the sales personThe only reason I accepted the GB was it was my ONLY optionI was told there would be a trial period, just as others were toldYou say that the data usage went towards online backups, file transfers, browser downloads, email, audio/video chat skpye, facebook, netflix, etcThe only thing we used was email and facebookWe didn't use videos, skype or anything else that would have caused this I am on a fixed income and refuse to pay $172.50!! This is not a resolution!!! I have NOT used any data as I continue to keep everything turned off and feel like I can't use the internet at allI am afraid to be online at all anymoreI was told by your sales person and your installer that I would have more then enough data for what I neededI was also told of a trial periodBoth of these were liesI am not happy at allOn the very few occasions that I do get online, the connection is so slowI've never had such horrible service and will continue to share about this with others Final Business Response / [redacted] (4000, 15, 2015/07/08) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention We apologize that the speed of the service has not met Ms [redacted] 's needsOur review of her account, however, shows that she has never contacted ViaSat to advise that she has been experiencing any issue with the speed of her service outside of her service being slowed pursuant to ViaSat's Data Allowance PolicyThusly, ViaSat has never been given the opportunity to look into or resolve her concernsAll of her calls to ViaSat have been in regards to her data allowance As previously stated and as no opportunity has been presented to ViaSat to resolve Ms [redacted] 's issues, ViaSat does not agree to waive her early termination fees in fullHowever, ViaSat still agrees to waive half off the charge if she chooses to move forward with the termination of her service If Ms [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX This will be ViaSat's final response to this matterThank you for the opportunity to respond Final Consumer Response / [redacted] (4200, 17, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response to our extremely slow connection is such a generic responseI might be able to accept that it [redacted] vary, but that is not the case for usIt is ALWAYS badYou can try to blame it on my computer, router or whatever excuse you want to use, but I have NEVER experienced such horrible speeds for internetI do NOT accept your waiving of half the early termination feesThat is ludicrousWhy should I have to pay any fee to have such horrible connection??? I have done a lot of research and read all of the thousands of bad reviews of your companyI am not alone with my complaintsI will continue to fight this, and will continue to get on to other sites to spread the word of this terrible serviceThe ONLY response that I will find acceptable is to have this contract terminated without any further fees

Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat's Data Allowance Policy The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed in the Customer Agreement, signed by Mr [redacted] , authorized signer, on August 12, and also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage The Data Allowance Policy associated with Ms [redacted] 's service plan is based on a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both download and upload usage thresholdsSince being installed on August 12, 2010, Ms [redacted] has been in violation of the Data Allowance Policy seven times ViaSat received a call from Ms [redacted] on September 20, 2015, at which time she requested to have information regarding her data usage mailed to her for her reviewDuring this conversation, Ms [redacted] was correctly advised that ViaSat provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net, but could not provide her with a detailed usage historyWe apologize for any frustration this may have caused Ms [redacted] to experience When ViaSat's [redacted] customers use their entire monthly usage and are slowed, pursuant to the Data Allowance Policy, ViaSat offers customers the opportunity to upgrade their serviceMs [redacted] is not required to upgrade to ViaSat's Exede Internet service if she does not wish toWe apologize if Ms [redacted] felt ViaSat was insisting on an upgrade Unfortunately, ViaSat is unable to provide Ms [redacted] with the detailed records she's requestWe apologize for any inconvenience this may cause her to experienceIn order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, This will lower her usage to 70% and restore her speeds to normalIf Ms [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityWe also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage Regarding her connectivity issues, ViaSat has not been made aware of any concerns she may have hadIf she requires troubleshooting, she may contact ViaSat's 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond Complaint Response Date bumped because: Holiday

Thank you for bringing Mr [redacted] ’ complaint to our attention The Customer Agreement, signed by Mr [redacted] on November 30, and available at exede.com/legal, states that Viasat may discontinue, add to or revise any and all aspects of the service at its sole discretion and without noticeAdditionally, the Customer Agreement also 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 Mr [redacted] called Viasat on March 21, to inquire what other service plans were available to him, at which time he was informed that he was on the best available plan in his areaMr [redacted] called Viasat again on May 4, to inquire if he could transition to an unlimited service plan, at which time he was informed that they were not yet available in his areaThis was reiterated to Mr [redacted] during a conversation on May 21, The same day, he requested the disconnection of his account, at which time he was reminded of the minimum service term and early termination fees On June 1, 2018, Viasat charged Mr [redacted] $in early termination fees, but no payment was collectedMr [redacted] called in about the balance due on July 5, 2018, at which time he was reminded of the early termination fees The balance due of $stayed on Mr [redacted] account until July 9, 2018, when the account was referred to outside collections Viasat does not agree to waive the balance of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the chargeThis will leave Mr [redacted] responsible for a balance due of $ Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/22) */ Thank you for bringing Ms***' 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 commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on October 12, and available at ***.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat records all calls for quality assurance purposes and was able to listen to Ms***' sales callAt the time of the sales call Ms [redacted] called in and said that she placed an order online for a satellite TV and never saw an option to bundle with [redacted] internet and needed assistance, afterwards the sales agent informed Ms [redacted] that one of our best satellite providers for her area is ViaSat [redacted] and that there was a package called Evolution with 10GB data cap with speeds of up to 12MBPSThe sales agent advised Ms [redacted] that the package will allow her to stream video online gaming and anything you like for only $a month and with this internet package you'll receive additional $off a month on your DTV service for months that would bring down your cable bill to $and that added on to $your total bundle price would be $Ms [redacted] acknowledges and said "Ok, that works"Ms [redacted] was well aware and well informed that the order placed for the internet is ViaSat and not [redacted] that she originally mentionedAt this time should Ms [redacted] wish to disconnect the account she will be responsible for the early termination feesThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never ordered from via sat, I called [redacted] and only year agreement I heard about was for [redacted] I never got to listen to my recording because if so I would definitely point out where they are lyingJust as Via Sat mentioned in their response "[redacted] as she had mentioned." When I asked for [redacted] I had expected [redacted] , as any person wouldI took the matter into my own hands and CANCELLED service with them because IT HAS NOT WORKING AT ALL SINCE I GOT IT (about days)But that's not a good enough reason to let me cancelI've already been charged $70, and for what? For a hole in my roof and a waste of time because I'm the one they're sending on the roof to get the equipment to send back to themWhat if this was happening to my grandmother? So unsafe and I've had nothing but Heck from this company since they weaseled their way into my houseMy husband and I feel like a weight has been lifted to cancel with themIt's such a terrible feeling a company could literally steal money from veterans and no one can do anything about itWe've done nothing but work hard and sacrificed A LOT of our lives, and we come home to illinois to deal with this joke of a companyThey should feel very ashamed, as well as other parties involved, such as [redacted] for allowing it to happenIf a customer asks for something don't just give them something elseI am getting [redacted] now because they do offer coverage for our area, I already asked themI've already spread the word of the wrongdoing these companies have don't to usI will continue to spread the word, and one day all of the "robbing" of people will come to an endThe customer service is very unprofessional as wellJust all around a terrible company and I will be so grateful on the day that the news stations Bring light to what this company has done to so many customersJust looking online you'll see everyone has had a bad time with via sat or [redacted] or [redacted] or whoever they are nowIt Won't be long until they're a thing of the past if they keep this upWhich I know they willWhen thay day comes just know that I wished this upon you, Via Sat, for [redacted] my husband and I overMaybe then you'll realize a company isn't made off of robbing from your customersSo, long story short, I an very dissatisfied with the outcome of the early termination fee BUT we couldn't be happier to not have our name involved with this joke company anymore Final Business Response / [redacted] (4000, 9, 2015/10/26) */ Thank you for bringing Ms***' response to ViaSat's attentionWe apologize that Ms [redacted] feels the way she does regarding the services [redacted] sells the [redacted] services and this is how Ms [redacted] was signed up for the servicesAs stated in the previous response Ms [redacted] knew and confirmed that she was getting the [redacted] services through ViaSatWe apologize that the service did not work out for Ms***The service has been disconnected and the early termination fees will apply to the accountMs [redacted] will want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms [redacted] was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets The Customer Agreement provided to each new subscriber, signed by Mr [redacted] , the account holder, on July 5, 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 termViaSat does not provide a trial period for either its residential or Exede Business services Our records show Ms [redacted] called ViaSat on June 12, because she was experiencing slow speeds, at which time she was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsWhen Ms [redacted] advised that she had signed up for an Exede Business plan, it was determined that she had been setup with a residential plan insteadMs [redacted] advised that she would have her husband call back to further discuss the matter ViaSat received a call from Mr [redacted] the same day, at which time an internal escalation was issued to have his account transitioned from a residential account to an Exede Business accountHe was also provided with free additional data to remove him from Liberty Pass speeds as a gesture of goodwill On June 14, 2016, ViaSat received a call from Ms [redacted] regarding her data usage and speeds, at which time her service plan was transitioned from the Liberty GB plan to the Liberty GB planA second call was received from Ms [redacted] the same day regarding her transition to the Exede Business serviceAt that time, she was reminded that her request had been escalated and needed to be worked by the appropriate departmentThe ViaSat representative offered Ms [redacted] GB of free additional data as a courtesy, but she declined and ended the call Ms [redacted] called ViaSat on June 15, to disconnect her account because she was not receiving the correct serviceAt this time, the ViaSat representative offered her a retention discount of $off her bill per month for monthsMs [redacted] accepted this offer, and her account remained active On June 16, 2016, Mr [redacted] called ViaSat to disconnect the account, at which time a supervisor approved the waiver of the early termination fees based on Mr [redacted] point of sale issues and the fact that Mr [redacted] claimed he was advised of a day trial period for the Exede Business service at the point of saleHowever, because ViaSat does not offer trial periods for any of its services, the request for the waiver of the early termination fees was rejected on June 18, Subsequently, on July 8, 2016, ViaSat collected a successful payment of $in early termination fees ($343.55), prorated monthly service fees based on the service plan transition ($59.21), and applicable taxes ($22.42) ViaSat received a call from Ms [redacted] on August 4, regarding the charge to her account, at which time it was determined that she should not have been charged any early termination fees and a refund request was escalatedRefund requests may take 7-business days to be reviewed and processed As resolution to this complaint, ViaSat has issued a refund of $to Ms [redacted] payment method as of August 8, It may take her 3-business days for her to see it deposited into her account We apologize for any frustration she may have experiencedThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ? complaint to Viasat’s attentionWe apologize for any issues she may have experienced? Our records show Ms [redacted] was receiving Viasat’s Liberty - Boost + WiFi service plan at $59.99, plus applicable taxes and a $monthly lease feeThe Customer Agreement signed by Ms [redacted] on November 04, and available at exede.com/legal, states that Viasat does not provide a refund for unused services regardless of when an account is disconnected? Ms [redacted] contacted Viasat on November 12, to request information regarding her monthly usageDuring this conversation, Ms [redacted] was educated on her usage and ways to saveMs [redacted] did not contact Viasat again until December 12, ? ? Viasat collected $for the monthly services on December 8, ? On December 12, 2017, Viasat received contact from Ms [redacted] who requested the disconnection of her Viasat accountThe Viasat representative offered a free month of service; however, Ms [redacted] declined this offered and requested to disconnect that day ? In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to refund Ms [redacted] the unused services of $to the payment method on fileThe refund should be received by Ms [redacted] within three to five business daysHowever, Viasat does not agree to waive the early termination fees of approximately $165.00, not including taxes ? Additionally, 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 [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 instructions? If she has any additional questions or concerns, please have her contact Viasat’s 24-hour Customer Service Department at 1-855- 463- ? Thank you for the opportunity to respond?

? Complaint: [redacted] I am rejecting this response because: What Via Stat is true, they fail to mention that yes they did give us extra data allowance because we did indeed run over which was further rectified by upgrading to the more expensive plan which again did now work adequately for me to view my on-line college lectures even when data was not an issue.? I will note, we were unable to streamline even with full data.? How many times did we need to call to have the system "rebooted" which had nothing to do with the data allowance.? As far a breach contract, yes I did because I felt ViaStat breached their contract to me first Sincerely, [redacted] ***