ViaSat

Ms [redacted] called ViaSat on October 30, to inquire about the Exede Internet serviceDuring this conversation, the sales representative correctly advised Ms [redacted] that the speed of service was not guaranteed, and that the 24-month minimum service term would begin upon the installation of the service at her homeThe Customer Agreement is electronically signed by customers during the service installation processAn account cannot be established without the customer's electronic signatureOur records show Ms [redacted] electronic signature on the Customer Agreement dated November 4, We apologize for any misunderstanding regarding the electronic signature processAs ViaSat was not provided with any opportunity to resolve her issues, if Ms [redacted] chooses to move forward with the disconnection of her account, ViaSat does not agree to waive any portion of her early termination feesThank you [redacted]

Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] purchased Viasat’s Liberty + Free Zone service plan through an authorized Viasat Dealer.? All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms [redacted] at the point of sale.Each customer has access to Viasat’s Customer Agreement at exede.com/legal.? New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation.The Customer Agreement signed by Ms [redacted] on April 13, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? The Customer Agreement, 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.Ms [redacted] daughter contacted Viasat on April 17, to state that they thought they were receiving ***’s service, but instead were receiving Viasat’s servicesA request to disconnect the account was made, due to misinformation they stated was provided at the point of saleDuring this call, the connection of the call dropped.? Ms [redacted] contacted Viasat again on the same day to again request a disconnection of her servicesMs [redacted] requested a waiver of her early termination fees due to the misinformation she had received at the point of saleA Viasat representative offered to place a complaint with Ms [redacted] dealer, which Ms [redacted] declinedDisconnection disclosures were read, including information about early termination fees, and the disconnection was successfully processed that same dayMs [redacted] requested to speak to a supervisory Viasat representativeAt the time, none were available, and the Viasat representative submitted a request for Ms [redacted] to receive a call back.On April 22, 2018, a Viasat supervisory representative contacted Ms [redacted] to discuss her account as requestedThe representative confirmed that there was nothing wrong with Ms [redacted] service except for the fact that it was not with the company that she had believed she was ordering service fromMs [redacted] stated that she had also been misinformed about her plan price, and stated that she had been promised a $bill for the first three months and $for the remaining months after thatThe Viasat representative confirmed that those prices were correct in regards to promotional discounts that Ms [redacted] was receiving for her serviceMs [redacted] requested that her early termination fees be waived, and the Viasat representative offered to waive half of the fees as an offer of goodwillMs [redacted] declined the offer, and the call was disconnected.On April 30, 2018, Viasat’s systems received a dispute from Ms [redacted] bank in the amount of $44.61, equal to the amount of Ms [redacted] first monthly bill for services renderedThe dispute was reviewed and determined to be valid, and the funds were returned to Ms [redacted] payment method on file.? On May 16, 2018, Ms [redacted] second bill generated in the amount of $for early termination of her Viasat contractDue to a failed payment, Viasat has been unable to take payment for the amount due, leaving it as a past due balance on Ms [redacted] account.In resolution to this complaint, Viasat will agree to waive the past due balance of early termination fees in the amount of $344.03, applied as of June 4, 2018.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

Thank you for bringing Ms [redacted] /***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs [redacted] / [redacted] called to disconnect the account on December 7, and at that time the agent that Ms [redacted] / [redacted] spoke with requested a refund of $which was rejected due to numerous reasonsMs [redacted] / [redacted] never made a payment of $to the account and the previous payments failed on the accountViaSat's last payment collected prior to December 24, was on November 6, for $which was a valid charge at the timeViaSat has multiple failed payments to the account under Ms [redacted] /***'s nameViaSat did collect a valid charge of $on December 24, to bring the account balance to $for the failed payments on the accountViaSat does not issue refunds for unused services on the accountIn order to arrive at a resolution at this time ViaSat will issue a onetime refund of $back to Ms [redacted] / [redacted] but no further refunds will be issued as all charges were/are validMs [redacted] / [redacted] will see the refund of $back to her payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 and it is also addressed in the Customer Agreement signed by [redacted] on June 27, 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 router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat does not recommend the use of VPN applications with ViaSat’s serviceCustomers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement signed by [redacted] on June 27, 2016, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.” In order to arrive at a resolution ViaSat is willing to let [redacted] out of the contract with no early termination fees; however, there will be no refunds issued as the service was being used [redacted] can contact customer care at ###-###-#### when he is ready to disconnect the account and reference ticket number [redacted] and have the disclosures read to himThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing [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 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 [redacted] on June 15, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfaction ViaSat 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 customer service at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat ViaSat's Customer Agreement, signed by Ms [redacted] on November 12, and available at exede.com/legal, advises that ViaSat's price lock guarantee only applies to the monthly internet service fee and the equipment lease fee before any promotional discounts, and excludes all taxes and surcharges Our review of Ms [redacted] 's account shows that she contacted ViaSat on December 5, claiming that she had been offered ViaSat's Liberty GB service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) at $a month for the first months, and had a flyer stating as muchThe ViaSat representative advised Ms [redacted] that she would need to fax in a copy of the flyer she had received as ViaSat was not running any such promotion Ms [redacted] called ViaSat on December 6, regarding the promotion, at which time she was offered a discount of $off her bill per month for monthsMs [redacted] accepted this offer; however, on December 8, 2015, she called back to advise that she no longer wanted that discount offer and instead wanted the pricing quoted on the promotional flyerOnce again, Ms [redacted] was informed that she would need to fax in that documentation, and advised that ViaSat would honor the promotion if that's what was offered on the flyerMs [redacted] was also educated on ViaSat's price lock guarantee at this time ViaSat received a copy of Ms [redacted] 's promotional flyer on December 10, 2015, at which time it was determined that there was no promotion listed for ViaSat's Liberty GB service plan at $for monthsHowever, in order to retain Ms [redacted] as a customer, a discount of $off of Ms [redacted] 's bill per month for months was applied to her account We apologize for any frustration Ms [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] 's complaint Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The agreement I signed in no small print stated that I would be on a promotional discount for monthsThe sales rep that arrived at my home and My documentation states that I pay $49.99/ month with price lock guarantee for monthsWith unlimited Data w/ liberty pass included and an equipment lease of $appliesI also in no time agreed or accepted to settle for $discount from my bill for months like ViaSat statesI verbally stated I would not allow a bandaid to be placed on my caseI informed the representative that I want what was promised to me on paper

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused It is our goal to provide you with the best internet experience possible However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, 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 Between August 1, and September 20, 2017, [redacted] contacted ViaSat on six separate occasions to discuss the connectivity of her ViaSat accountOn September 20, 2017, [redacted] contacted ViaSat via chat as she stated that the services were not working, but that she was unwilling to pay for a service call In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat is willing to offer [redacted] a free service call should she wish to have her service issues reviewedIf she does, please have her contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] Additionally, a goodwill credit of $has been applied to [redacted] ’s account as a gesture of good faith Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on June 18, and available at [redacted] We apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat understands that Mr [redacted] had the account disconnected so in order to arrive at a resolution ViaSat has issued a refund of $back to the payment method today August 29, Mr [redacted] will need to allow 3-business days for the refund to show upMr [redacted] will also 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

? 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 ? Thank you for resolving this issueIt has been a long, drawn out issue that I'm glad to see come to a closeAs stated before, if I was ever at fault, I would've done my part to make it rightBut I couldn't ever find the evidence to prove I was at faultI appreciate Viasat coming to an agreement to remove the charges as well as my account, and is now going to work things out directly with my institutionIt is definitely a weight liftedIf my Bank is at fault, I hope it gets addressed and made right Sincerely, [redacted] ?

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may 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 December 16, and available at Exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] previously had an account with ViaSat that she disconnected and ViaSat agreed to waive the early termination feesMs [redacted] opted to reconnect the account and was advised that the early termination fees would apply on this new account if disconnectedMs [redacted] called ViaSat on April 8, wishing to disconnect with no early termination feesViaSat’s Customer Care representative advised Ms [redacted] that the early termination fees would be valid if the account was disconnectedMs [redacted] started using profanity during this call and got highly upsetViaSat’s Customer Care representative opted to disconnect the call due to this situationViaSat has the ability to pull the calls for quality assurance purposes and they were able to validate thisIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees one more timeShould Ms [redacted] wish to reconnect the account at any time and decides to disconnect again she will be responsible for the early termination feesMs [redacted] will need to make sure the equipment is sent back using the prepaid shipping label and box that ViaSat supplies after the disconnectionThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised 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 Mr [redacted] on January 12, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called on January 14, to disconnect the account as it was not going to meet his needs or expectationsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceMr [redacted] will be responsible for using the return label and box to ship back the equipmentThank 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 ViaSat does not recommend the use of Virtual Private Networks (VPN) applications with ViaSat’s serviceSection of the Customer Agreement, signed Nancy Soltow, authorized signer, on March 4, 2016, clearly states, “VPN applications may not perform or may perform poorly and are not recommended.” The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data 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 AgreementPursuant 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 work Ms [redacted] was receiving ViaSat’s Liberty 18GB at $a month, plus applicable taxes and a $monthly equipment lease feeBecause Ms [redacted] ordered this service plan under a promotional offering, she was receiving 36GB of priority data per month for the first three months, after which it would revert to the advertised 18GB of dataIt also came with a promotion of $off the bill per month for three monthsThe Liberty service provides download speeds up to 25Mbps, upload speeds up to 3Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data Our records show Ms [redacted] called ViaSat on March 7, because she had exceeded her monthly priority data and had been slowedAt this time, she advised the ViaSat representative that she did not believe the service would meet her needs as she needed the internet for workThe ViaSat representative provided Ms [redacted] with information regarding ViaSat’s Liberty service plans, including the promotions she was receivingMs [redacted] advised that she’d been unaware of the promotional discount, and expressed interest in disconnectingWhen the ViaSat representative reminded Ms [redacted] of the signed Customer Agreement and the early termination fees, Ms [redacted] requested a supervisorHowever, instead of being transferred to a supervisor, Ms [redacted] was transferred to a representative in ViaSat’s Technical Escalations departmentWe apologize for any frustration this may have caused her to experience During her call with the Technical Escalations representative, Ms [redacted] advised that she was experiencing slow speeds, and that the service was not meeting her needsWhen asked what she used the service for, she explained that she needed it for VPN, at which time it was explained to her that the use of VPN clients on ViaSat’s network was not guaranteedThe call ended shortly after Ms [redacted] called back a second time on March 7, requesting the disconnection of her account with the early termination fees waivedThe ViaSat representative escalated Ms [redacted] account to a supervisor for review and a call back regarding the early termination fees, and Ms [redacted] account remained activeWe apologize if Ms [redacted] was not contacted by a supervisor On March 12, 2016, Ms [redacted] called in about using a VPN client on ViaSat’s networkAt this time, it was reiterated to her that ViaSat did not guarantee or recommend the use of VPNsOn March 16, 2016, Ms [redacted] called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and early termination feesHowever, based on her issues, a ViaSat supervisor approved a waiver of the early termination feesThese fees were waived from Ms [redacted] account later the same day after her disconnection We apologize for any frustration Ms [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] complaintMs [redacted] is 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 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 return Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement provided to each new subscriber, signed by Ms [redacted] on October 15, 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 term.? Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termSince installation, Ms [redacted] has contacted ViaSat eight times regarding the connectivity of her ViaSat servicesDuring her conversations with the ViaSat representatives, Ms [redacted] was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyCustomers 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 AgreementPursuant 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 work 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 filesMs [redacted] contacted ViaSat on March 23, to request the disconnection of her ViaSat accountDuring her conversation she was advised of the disconnection disclosures including; the leased equipment return policy and early termination fees ViaSat is unwilling to refund Ms [redacted] early termination fees in full.? However, ViaSat agrees to refund half of the early termination fees as she has returned the leased ViaSat’s equipment.? ViaSat will issue a refund of $to the payment method on fileMs [redacted] should receive this refund within three to five business days from today, April 27, Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on November 14, and available at exede.com/legal, that speeds may vary and are not guaranteed Mr [redacted] has contacted Viasat numerous times between November 14, and January 29, regarding his speed concernsDuring this timeframe, Mr [redacted] was guided through troubleshooting and informed of network congestion in his area numerous timesOn January 10, 2018, Mr [redacted] was offered and accepted a goodwill credit of $A service call was ordered for him on January 29, and scheduled for completion today, January 31, Our review of Mr [redacted] modem diagnostics shows that he is located in an area with high network congestion, which may cause him to experience slower speedsDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the networkViasat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area As a gesture of goodwill, Viasat has applied a discount of $off Mr [redacted] bill per month for the next three months Thank 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 Sincerely, [redacted] thank you very much

Complaint: [redacted] I am rejecting this response because: I don't agree with the business resolution, I would like a full refundI never received the service that I requestedI was surprised with a service charge for a full monthThis experience has caused a huge inconvenience during my personal time and while at work as wellHow can I be charged for something I didn't receive? I also never signed anywhere Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to our attentionThe Customer Agreement signed by Ms [redacted] on June 12, 2015, 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 October 31, 2016, Ms [redacted] contacted Viasat to request a disconnection of her services since she was movingThe Viasat representative assisting her offered Ms [redacted] an opportunity to retain her services and move them, which Ms [redacted] acceptedHer plan was placed into Viasat’s Hibernation plan, which allows customers to temporarily and voluntarily suspend their services due to vacation or other circumstancesThis plan can only be applied to an account for a total of days, and if an account is not transitioned away from the vacation plan after that time limit, the account is transitioned to the lowest service plan availableThis was completed for Ms [redacted] account on May 5, as Viasat had received no contact from Ms [redacted] .On January 16, 2018, Ms [redacted] contacted Viasat to request a disconnection of her services, and requested a refund of the amount of $that had billed that day for servicesMs [redacted] account was successfully disconnected, however her request for a refund was incorrectly deniedIn order to bring this complaint to resolution, Viasat has processed a refund of the $that billed on January 16, This refund was processed on February 2, 2018, and Ms [redacted] should see the funds returned within the next three to five business daysMs [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 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 Ms [redacted] ’s 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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on February 27, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] choose to have her account disconnected as the service was not meeting her needs or expectationsAt the time of disconnection ViaSat agreed to waive the early termination feesViaSat placed a waiver on Ms [redacted] ’s accountOn April 28, Ms [redacted] received a bill in the amount of $This charge was for non-returned equipment not the early termination feesIn order to arrive at a resolution ViaSat has adjusted off the balance of $leaving Ms [redacted] with a $balanceThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on March 13, and also available at [redacted] , 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.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.Our records show MS [redacted] purchased Viasat’s Unlimited Data Bronze service plan through an authorized Viasat Dealer All Viasat dealers are contractually required to make customers aware of these points at the time of saleWe apologize if these points were not communicated to Ms [redacted] at the point of sale.Ms [redacted] contacted Viasat on March 13, in regards to her recently installed serviceShe stated that her installer said her modem had no wireless internet available, though the person Ms [redacted] had bought service through had stated there would beA Viasat representative advised her that due to the modem and plan she was on, Ms [redacted] was not eligibile for a wireless internet packageThe representative also offered to troubleshoot Ms [redacted] ’s services, as she was having difficulty with a third-party connectorMs [redacted] declined and ended the callOn March 14, 2018, Ms [redacted] contacted Viasat multiple times in regards to her speedsShe stated that she was having problems streaming videoA Viasat representative advised her that her plan was best for streaming on smaller screensShe was advised that there was a backorder on wireless modems, and Ms [redacted] requested a disconnection of her servicesSince Viasat policy does not allow disconnection via chat feature, the Viasat representative assisting her offered to contact Ms [redacted] , which she declinedMs [redacted] contacted Viasat on March 15, in order to request a disconnection of her services due to slow speedsA Viasat representative advised her that there was a known issue with the satellite beam she was under, and offered a chance to resolve the issueMs [redacted] declined, and proceeded with the disconnection of her serviceShe requested a waiver of her early termination fees due to misinformation at point of saleThe representative advised her that they would put in a request for the waiver, but it was not guaranteedThe request was submitted the same day.On March 16, 2018, the waiver of Ms [redacted] ’s early termination fees was approved, however due to Ms [redacted] ’s bill cycle date falling on the same day, the request was not processed in timeMs [redacted] ’s account was charged $in error for early termination feesWe apologize for any inconvenience this may have caused Ms [redacted] .In resolution to this complaint, Viasat has processed a refund of the $charged to the payment method on file for Ms [redacted] These funds should be seen in the next three to five business daysMs [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.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.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 may have caused Mr [redacted] did make contact with ViaSat's customer service department on August 24, to request a service call be scheduled for removal of the leased equipmentDuring his conversation with ViaSat's representative, Mr [redacted] was advised that an order would be submitted and subsequently scheduled On October 24, Mr [redacted] contacted ViaSat's customer service department to ask questions about the lease equipment service call and the charge of $for failure to returnMr [redacted] informed the ViaSat representative that the technician that came to his location did not have a ladder that was tall enough to reach Mr [redacted] 's roof to obtain access to his dish ViaSat understands Mr [redacted] 's position that he is unable to return the leased transceiver due to the technician lacking the ladder tall enough to reach his roofHowever, ViaSat affirms that Mr [redacted] is still responsible to return the leased modem and Ethernet cordViaSat will agree to refund the charge for failure to return the lease equipment of $300.00; however, Mr [redacted] is responsible for returning the leased modem and Ethernet The refund of $will be issued to the payment method on file and should be received within three to five business days If Mr [redacted] needs additional labels and boxes to be sent to his location, please have him contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] Thank you for the opportunity to respond