ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint, ViaSat has determined that Ms [redacted] was charged a total of $on September 11, for a non-returned modem and triaPer the signed customer agreement it is the customer's responsibility to return the equipment within days of disconnecting the account using the prepaid shipping label and box that ViaSat supplies via UPSOn September 16, ViaSat did receive the modem back from Ms [redacted] ; however, the tria was still missingMs [redacted] called ViaSat on September 24, and scheduled a service call to have the technician come and remove the tria from her homeMs [redacted] will still be responsible for sending back that piece of equipmentIn order to arrive at a resolution ViaSat has agreed to issue back the full refund of $to Ms [redacted] today September 28, and she will see that refund within 3-business daysThe charge of $for the early termination fees are valid and will remain valid on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement, signed by Mr [redacted] on February 8, and available at exede.com/legal, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountViaSat understands that Mr [redacted] was billed and charged the $on March 8, and disconnected days later on March 11, In order to arrive at a resolution and due to the length of time Mr [redacted] was a customer with ViaSat, ViaSat has issued back the refund of $today March 15, Mr [redacted] will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

bucks for a so call late fee there was no late fee I requested the sateleitte to be move on june which they had record but was never done they install new service on the with an new account there records and mine prove that in which they charge my cc for and old account we worked that out they credited my new account now they charged me a late fee for what

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs [redacted] ViaSat services were established on January 13, and she contacted ViaSat on January 18, to request the disconnection of her servicesDuring the disconnection call, Ms [redacted] informed ViaSat’s representative that she wished to terminate the services as she believed they were not working properlyMs [redacted] did not allow the ViaSat representative to troubleshoot her services and subsequently disconnected the accountDuring the disconnection Ms [redacted] was advised of the disconnection disclosures including; early termination fees of approximately $and the lease equipment recovery processOn January 26, Ms [redacted] called into ViaSat’s customer service department to discuss the payment collected of $and the early termination fees that would be applied to her next billDuring her conversation, Ms [redacted] was educated that the payment of $was valid for the monthly services and that ViaSat does not refund for unused servicesAdditionally, Ms [redacted] was educated that the early termination fees stood as she did not allow ViaSat to address any connectivity issues she might be experiencingMs [redacted] disconnected the call upon receipt of the information provided by the ViaSat representativeOn February 16, 2016, ViaSat attempted to collect $in early termination feesHowever, ViaSat was unsuccessful in collection as the payment failedGiven that Ms [redacted] did not allow ViaSat to attempt to resolve any issues prior to the disconnection of her account, ViaSat is unwilling to refund Ms [redacted] the $collected on January 16, for the monthly servicesHowever, ViaSat will agree to waive half of the early termination fees we attempted to collect on February 16, Ms [redacted] will be responsible for making a payment of $The waiver of the remaining amount has been placed onto her accountIf Ms [redacted] fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agencyViaSat believes this is a fair resolution given that Ms [redacted] did not allow ViaSat the opportunity to address any connectivity issues and per the Customer Agreement signed by Ms [redacted] on January 12, Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat shows that Ms [redacted] contacted Customer Care on November 30, when she started experiencing issues with the serviceDuring this phone call it was determined that a service call would be need so one was createdOn December 1, Mr [redacted] called in stating he had no connectivity and during this phone call conversation he was advised that the previous service call was closed and a new one would need to be created ViaSat received no further contact from Mror Ms [redacted] until March 2, when they called to get refunds for December, January, and February as they thought they had disconnected their account ViaSat records and documents all calls that are made and we have no record that Mror Ms [redacted] called to have the account disconnected in November of In order to arrive at a resolution ViaSat has agreed to refund December’s payment of $45.18, January’s payment of $145.02, and February’s payment of $for a total refund of $ViaSat does not agree to refund the overdraft charges as there is no documentation supporting the disconnectionMrand Ms [redacted] will see the refund within 3-business days back to the payment method that was on fileThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat on December 9, to request the disconnection of his ViaSat account as he was moving and no longer need the services at his new locationAs Mr [redacted] 24-month Customer Agreement expired on July 4, 2015, the ViaSat representative informed him that he would not be responsible for any early termination fees However, on December 8, 2015, ViaSat attempted to collect Mr [redacted] monthly service plan fee, but it failedPer the 24-Month Customer Agreement signed by Mr [redacted] on July 4, 2013, and as his account was active at the time of collection, he would be responsible for the balance owed Mr [redacted] contacted ViaSat’s customer service on February 10, to discuss the balance of $which had been sent to ViaSat’s outside collections agency EOS on February 2, During his conversation, Mr [redacted] was incorrectly informed that his account balance was zero and he did not owe the balance in the outside collections agency Given this information and to come to a resolution, ViaSat will agree to remove this balance from the collections processShould Mr [redacted] have any questions regarding this process please have him contact ViaSat 24-hr customer service department at 855-463-Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he [redacted] have experienced with ViaSat The Customer Agreement states that ViaSat does not guarantee that the service will be error-free, secure or uninterrupted, or operate at any minimum speedDue 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 activityViaSat also does not support third-party applications and devices, and does not guarantee that they will function to any minimum level on ViaSat's network 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 addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers [redacted] utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile Mr [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described above Our records show ViaSat received a call from Mr [redacted] on July 22, because he had exceeded his monthly data allowance, at which time he requested that his account be transitioned from ViaSat's Exede GB service plan to the Exede GB planViaSat did not receive another call from Mr [redacted] regarding his data usage until December 26, During this conversation, Mr [redacted] expressed concern that his usage during the Late Night Free Zone was counting towards his monthly data allowance, and was assured that that was not the caseThe ViaSat representative advised Mr [redacted] that the majority of his data had gone towards gaming, media (e.g., Spotify, YouTube, Netflix, etc.), communications (e.g., email, Skype, etc.), marketplaces (e.g., iTunes, Kindle, etc.), and file backup (e.g., iCloud, Google Drive, etc.)Mr [redacted] was also provided with GB of free additional data as part of a promotion ViaSat was offering to existing customers at the time Mr [redacted] contacted ViaSat again on January 3, regarding an issue he was experiencing with the speed and connectivity of his serviceAt this time, Mr [redacted] was advised that he had exceeded his monthly data usage and had been subsequently slowedMr [redacted] was also educated on the potential reasons why his connection had dropped briefly, and was provided with GB of free additional data On June 23, 2015, ViaSat received an email from Ms [redacted] regarding his dissatisfaction with the serviceAt this time, a ViaSat representative responded to Mr [redacted] asking what they could do to improve his experienceThe representative also advised Mr [redacted] that ViaSat would be launching a new satelliteand, subsequently, new product offeringsin In his next email, Mr [redacted] advised that he would rather just move forward with the disconnection of his service, and asked how his early termination fees could be waivedViaSat has no record of a response being sent to Mr [redacted] 's inquiryWe apologize for any inconvenience this [redacted] have caused him to experience ViaSat received a call from Mr [redacted] on July 2, 2015, at which time he requested the termination of his service due to connectivity and speed issuesThe ViaSat representative reviewed Mr [redacted] 's account, and advised that they saw an indication that there was an issue with Mr [redacted] 's equipment, and recommended a service callMr [redacted] was advised that he would need to contact the authorized dealer that had sold him the service for an appointmentMr [redacted] called back later the same day to advise that his dealer had no available appointments until the following week, and wanted to disconnect the accountWhen the ViaSat representative advised Mr [redacted] that he would be charged early termination fees, per the Customer Agreement, Mr [redacted] advised that he would call back The Customer Agreement 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 advised of this at the point 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 In order to come to a resolution regarding this complaint and as a gesture of good will, ViaSat will waive Mr [redacted] 's early termination in full if he chooses to move forward with the termination of his serviceMr [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 AgreementA 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 Mr [redacted] contact ViaSat's 24-Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration and confusion this situation [redacted] have caused On July 30, ViaSat received a call from Mr [redacted] requesting the disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised that he was responsible for returning his leased ViaSat modem and transceiver within days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label was delivered to Mr***'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to returnPer UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr***'s front door ViaSat will send a new shipment to his location Summers Drive [redacted] , VA XXXXX as Mr [redacted] states he did not receive the initial shipmentMr [redacted] should be on the lookout for this shipment within the next business daysViaSat will ensure that Mr [redacted] is not charged for failure to return the leased equipment before the new shipment is receivedOnce received, Mr [redacted] should return the leased equipment at their earliest convenienceViaSat understands Mr [redacted] does not have access to the location where the equipment is installed; therefore, Mr [redacted] return the leased modem only Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms [redacted] complaint to our attention The Customer Agreement advises that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe 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 Ms [redacted] electronic signature on the Customer Agreement dated May 5, Our records show Ms [redacted] called Viasat numerous times on May 6, regarding the connectivity of her service, and to request assistance with setting up her third-party wireless routerDuring these conversations, Ms [redacted] was informed that Viasat’s Premiere Technical Support team was not available, and requested to call back later On May 7, 2018, Ms [redacted] called to request assistance with her router; however, before the Viasat representative could transfer her to the appropriate department, Ms [redacted] expressed interest in disconnectingThe call was transferred to Viasat’s Retention Department accordingly During her conversation with Viasat’s Retention Department, Ms [redacted] was offered and declined troubleshooting and a free service call as resolution to her issuesWhen Ms [redacted] was reminded of the early termination fees, she requested to speak to a supervisor, but one was unavailableA request for a supervisor to call Ms [redacted] was escalated Ms [redacted] called Viasat on May 9, because she had not received a call from a supervisor, and still wished to disconnect her serviceAt this time, Ms [redacted] was informed of the disconnection disclosures and her account was disconnected 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 term Additionally, the Customer Agreement advises customers that they 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, Customers are advised of these points at the time of sale and are reminded at the time they elect to disconnect Viasat received Ms [redacted] modem and transceiver on June 6, On June 8, 2018, she was charged $in early termination fees, but the payment failedThe balance due remained on her account until June 25, 2018, at which time the account was referred to outside collections for further action As resolution to this complaint, Viasat will agree to remove Ms [redacted] account from collections with the balance due waived in fullThis request has been escalated as of July 2, Ms [redacted] should be informed that it may take days for the collections agency to update their records Thank 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 call. On 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 declined. Ms [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 days. 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.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

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion of frustration this situation [redacted] have caused 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 Ms [redacted] on June 23, 2015, 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 usage 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 filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Ms [redacted] contacted ViaSat on July 1, to discuss the Data Allowance Policy, and their DirecTV combinationAt that time, Ms [redacted] was advised of the Data Allowance Policy, and the early termination fees should she wish to disconnect The Customer Agreement provided to each new subscriber (and it is 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 On July 1, 2015, Ms [redacted] contacted ViaSat a second time to discuss the disconnection of her ViaSat account, and to request the waiver of the early termination feesDuring her conversation with ViaSat's customer service representative, Ms [redacted] was educated that the early termination fees would apply should she wish to disconnectThe disconnection of Ms [redacted] 's account occurred on July 1, As a gesture of good faith, ViaSat will agree to waive Ms [redacted] 's early termination fees in their entirety; however, Ms [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 AgreementA UPS box with a pre-paid 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

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

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her At the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Ms [redacted] on August 3, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat requires that the electronic customer agreement be signed prior to the services being activatedMs [redacted] would have had to sign this via her computer at the point of installation with the technician that was onsite in order for the services to be activatedViaSat understands that the services are not meeting Ms [redacted] needs or expectations so in order to arrive at a resolution ViaSat will waive the early termination fees should Ms [redacted] wish to disconnectMs [redacted] will need to contact ViaSat at ###-###-#### and reference ticket number [redacted] to have the account disconnected and the fees waivedWhen Ms [redacted] calls the disclosures will be read and Ms [redacted] will be responsible for sending back the modem and the tria which is a piece from the dish using the prepaid shipping label and box supplied by ViaSat once the account is disconnectedViaSat does not send a technician to come to the home to remove the dish or the equipment without a charge Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms [redacted] on May 31, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction On June 2, Ms [redacted] contacted ViaSat's customer service department to discuss the connectivity of her accountHowever, during her conversation with the representative, Ms [redacted] did not allow the agent to preform troubleshooting steps, but requested a grace period on the contract termsAs the representative was unable to troubleshoot her services the request for waive of the early termination fees was declinedConsequently, Ms [redacted] disconnected the call ViaSat did not hear from Ms [redacted] again until October 12, During this conversation Ms [redacted] requested that her account be disconnected as she was moving and not taking the services with herShe was advised that we could verify whether or not the services could be taken to her new location, but Ms [redacted] declinedTherefore, Ms [redacted] was advised that the early termination fees would be applied in full upon the disconnection of the account should she request the disconnectionMs [redacted] requested that the account remain active as she was unable to pay for the applicable early termination fees As ViaSat was never allowed to attempt to resolve any connectivity issues Ms [redacted] may have experienced, ViaSat does not agree to refund the charges collected thus far or waive the early termination fees in their entiretyHowever, in order to bring this complaint to resolve ViaSat will agree to disconnect the account with waiver of half the early termination feesMs [redacted] will be responsible for approximately $of the early termination fees of approximately $If Ms [redacted] agrees to this proposed resolution, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) I was not aware of month contract and I called before the 16th of December I have made calls in total so the response is not factual at all they lie and I was told there was a a charge to disconnect only when I asked to cancel records obviously are wrong and I never signed a contract and won't out it is not just speed it does not work 90% of the time so u want me to pay for a service that does not work what a ripoff company Complaint Response Date bumped because: Holiday

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on January 6, and also available at exede.com/legal, 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 advised of the early termination fees at the point of sale, and are reminded of them at the time they elect to disconnect prior to the expiration of the minimum service term Ms [redacted] contacted ViaSat on May 11, because she was experiencing an issue with her connectionBefore the ViaSat representative could guide Ms [redacted] through troubleshooting, her services can back onlineMs [redacted] did not report any further connectivity issues until June 9, 2015, at which time she also mentioned having a concern with her dataDuring this conversation, the ViaSat representative reviewed the diagnostics from Ms***'s modem, and determined that there was an issue with the alignment of her antenna which was most likely the cause of her data and connectivity concernsA complimentary service call was ordered for Ms***Our records show ViaSat's technician went out to Ms***'s home on June 11, 2015, at which time her antenna was realigned and the dish tightened ViaSat had no further contact from Ms [redacted] until July 29, 2015, when she called to inquire about disconnecting, citing ongoing connectivity and data issuesAs Ms [redacted] did not report these ongoing issues to ViaSat, the ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and the applicable early termination feesMs [redacted] chose not to move forward with the disconnection of her account at this time ViaSat does not agree to waive her early termination fees if she chooses to move forward with the disconnection of her accountMs [redacted] 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 illustrated instructions on what equipment she will need to return If Ms [redacted] would like to move forward with the disconnection of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the product is not working up to the standard in which I fully expected and signed a contract for, then they should let me terminate early without termination feesOR get their product to workI am more than willing to pay for a product that works! I have inquired several times about my data usage and was on the phone for a half hour waitingI still have no idea the usage nor did they rep call me back after getting disconnectedThat is poor customer serviceI want a product that worksI have also inquired about the product not working for several daysI kept getting a message that said I used all my data for the month (which was odd since the Internet is never being used), and when I called I was told that they could see it wasn't working and this hapened to a lot of peopleSo if that's the case why didn't anyone place a call to to let me knowI'm am looking to return equipment and cancel agreement as their product does not work

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement signed by Mr [redacted] on April 19, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic payments for any fees, including monthly service fees, equipment lease fees, and early termination feesThe Customer Agreement also 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 Mr [redacted] called ViaSat on January 20, to disconnect his accountDuring this conversation, Mr [redacted] was reminded of his signed Customer Agreement, early termination fees, and equipment return requirements prior to his request being processed On February 20, 2016, ViaSat attempted to collect a payment of $in early termination fees, but the payment failedOur review of the payment request shows that it was failed by Mr [redacted] bank because the credit card number was invalidOn March 14, 2016, this balance was sent to an outside collections agency ViaSat received a call from Mr [redacted] on March 28, regarding a collections notice he’d received, at which time he was reminded of the early termination fees and advised that the payment for them had failedDuring this conversation, Mr [redacted] was incorrectly advised that he could only make a payment for the balance due through the collections agencyWe apologize for any frustration this may have caused him to experience As the charge of $is charged directly by the collections agency and is not collected by ViaSat, however, ViaSat will be unable to reimburse Mr [redacted] for this amountViaSat did not report the delinquent balance to any credit reporting bureaus Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’ complaint to our attention.Our records show Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on March 1, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On March 1, 2018, Mr [redacted] contacted Viasat to advise that he was experiencing slow speedsA Viasat representative assisting him determined that his modem was offlineAfter rebooting the modem, the customer reported that his speeds were back within range of his plan, and the issue considered resolved.? On March 2, 2018, Mr [redacted] contacted Viasat to state that the system was not workingThe Viasat representative assisting Mr [redacted] attempted to determine the source of the issue, but was unable to due to the call disconnectingThe representative contacted Mr [redacted] back, and again the call was disconnectedTherefore, no changes were made to Mr [redacted] account.? On the same day, Mr [redacted] contacted Viasat to request a disconnection of his services due to the speed of his serviceMr [redacted] declined any troubleshooting and stated that he did not sign a contractThe disconnection was processed as requested.? On March 4, 2018, Mr [redacted] was billed $for fees associated with his service and early termination feesViasat has not been successful in taking payment, and as such, the balance remains on Mr [redacted] ’ account as a past due balance.In response to this complaint, Viasat has internally escalated Mr [redacted] ' damage claim for review as of March 5, 2018.At this time, Viasat feels that all the appropriate actions have been taken, and does not agree to waive Mr [redacted] ’ early termination fees, as he did not allow Viasat the chance required per the Customer Agreement to determine the source of his issues and resolve them.? Mr [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.Thank you for the opportunity to respond.?

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Ms [redacted] on July 31, 2015, and it is 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 most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity Ms [redacted] contacted ViaSat's Customer Service Department on August 11, to discuss the disconnection of her accountDuring her conversation with ViaSat's customer service department, Ms [redacted] was advised that should she disconnect she would be responsible for early termination feesMs [redacted] did decide to move forward with the disconnection of her ViaSat account As a gesture of good faith ViaSat will agree to refund the $collected on September 2, This refund will be issued back to the payment method on file on September 3, and should be received within three to five business daysHowever, Ms [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 AgreementA UPS box with a pre-paid 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 Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept the response and appreciate the fact that they are willing to refundI understand all the information provided in the above message however, my complaint was that it was totally misrepresented to me at the initial callThe equipment has already been returned, it was sent USPS on Friday August 28th, Please see photo attached from the post officeI would hate for you to charge me $300, when I did in fact send the equipment backThank you, [redacted] Final Consumer Response / [redacted] (3000, 14, 2015/10/12) */ As the defendant said in their response that they would reimburse the $370.86-to this day they still have not credited my credit cardI would like to know why and what the hold up is? Final Business Response / [redacted] (4000, 16, 2015/10/14) */ It is unclear the rebuttal Ms [redacted] has submittedViaSat has issued Ms [redacted] a refund of $for the payment collect on September 2, and no charges have occurred for failure to return the leased equipmentCurrently, Ms [redacted] 's ViaSat account has a zero balanceThank you

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Thank you for bringing Mr***' complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat 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 is also addressed on the first page of the Customer Agreement signed by Mr [redacted] on October 26, and available at exede.com/legal The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signature We apologize if Mr [redacted] feels these points were not communicated to his satisfaction Mr [redacted] contacted ViaSat on October 27, to advise that he'd been told by the installer that there was no contract associated with the serviceDuring this conversation, Mr [redacted] asked if there was a way to get out of the 24-month minimum service term, at which time he was reminded of his signed Customer AgreementViaSat received a second call from Mr [redacted] on October 29, regarding the 24-month minimum termAt this time, the ViaSat representative educated Mr [redacted] on the electronic signature process and the applicable early termination fees In consideration of Mr***' short term as a ViaSat subscriber, ViaSat is willing to waive his early termination fees in full if he disconnects prior to November 28, Mr [redacted] be 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 AgreementA UPS box with a free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions If Mr [redacted] would like to disconnect his account, he may 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] (2000, 7, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is a fair resolve after such an unfortunate circumstance