ViaSat

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] ***It seems that this matter has been resolved with Excede. We wish to keep the original... complaint as it stands because we feel the company practices poor business judgments and are lacking in their communication skills and customer service. We incurred direct expenses due to their poor practices and would not recommend their internet service to others. Thank you for your time regarding this matter.

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat’s 24-month minimum service term The Customer Agreement, signed by Ms [redacted] on August 3, and also available at exede.com/legal, 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 advised of the minimum service term and early termination fees at the point of sale, and are reminded of them when they elect to disconnect prior to the expiration of the minimum service term The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms [redacted] ’s minimum service term started on August 3, The end date of her contract is August 2, Ms [redacted] called ViaSat on February 14, to disconnect her account, at which time the ViaSat representative attempted to advise Ms [redacted] of the disconnection disclosures, including how she could return the equipment and that she had months remaining in her 24-month minimum service termMs [redacted] disputed the minimum service term, and the call was ended shortly afterAs the ViaSat representative was unable to finish the disconnection disclosures, Ms [redacted] ’s account remained active ViaSat received an email from Ms [redacted] the same day regarding the disconnection of her account and her minimum service termIn response, a ViaSat representative attempted to reach out to Ms [redacted] via phone, but received a busy signal An email response was sent to Ms [redacted] the same day advising her to call in to ViaSat’s 24-hour Customer Service Department to disconnect her account A second email was received from Ms [redacted] on February 22, in regards to her account disconnectionOnce again, a ViaSat representative attempted to contact her via phone, but there was no responseA voice message was left directing Ms [redacted] to call ViaSat for assistanceThe ViaSat representative also sent a responding email with the same information As of February 23, 2016, Ms [redacted] has months and days remaining in her minimum service term, making her early termination fees approximately $As Ms [redacted] was accurately advised of the early termination fees at the point of disconnection, ViaSat does not agree to waive the fee Ms [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 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 Currently, Ms [redacted] ’s account is still activeIf she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### 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 causedMr***’s account was disconnected on 1/19/as he moved service and no longer needed ViaSat’s serviceMr [redacted] had months remaining on his contract, ViaSat charges $for each remaining month on the contact which would have been $not including taxesWe apologize that Mr [redacted] was advised $On February 8, a bill came due for a total of $which was for the early termination feesMr [redacted] had a credit on the account of $so this was deducted from the $that was owed leaving the balance at the $This charge is a valid charge for the early termination fees and will not be refunded as this was discussed at the time of disconnectionIn order to arrive at a resolution ViaSat will send the invoice via USPS today March 4, and will send the invoice to the email providedOnce again we apologize to Mr [redacted] for any inconvenience this may have causedThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:There is no further action required, BUT I'd like my complaint to be kept on file No time was I told by Viasat that there was a day period required to change my payment method No time was I told there was early termination fee of contract, no time was I told there was no day trial period, no time was I told there were internet data limits, no time was I told my internet speed would drop to 1-mbpd I asked to speak to customer service supervisor and was denied Their internet connection was so bad I had to go to library to use internet Their internet installer used "aluminium foil" to seal the holes in my hard wood floors he passed the cable through Worst customer service I've ever experienced Please post these comments do other potential customers can read.Thanks Revdex.com for your quick attention and service on my complaint Sincerely, [redacted]

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 Mr [redacted] complaint to our attentionWe apologize for any confusion he may have experienced Our records show ViaSat received a Revdex.com complaint from Mr [redacted] on December 9, because he did not believe he had not the promotional offering of $off for the first months of service sold to him when he’d ordered serviceIn response to this complaint, ViaSat reviewed Mr [redacted] account thoroughly, at which time it was determined that he had, in fact, received the above-stated discount Pursuant to Section 3.1(b) of the Customer Agreement signed by Mr [redacted] on September 28, and available at www.exede.com/legal, customers agree to pay all applicable federal, state and local taxes, fees and surcharges related to the use of the service, provision of services, software or hardware The Annual Property Tax Recovery Fee is a fee ViaSat collects in order to recover the costs associated with paying property taxes on the leased equipment installed at a customer's home (modem, transceiver, antennae)This fee varies from county to county and state to state, and is based on the county in which a customer has service On April 1, 2016, ViaSat collected an Annual Property Tax Recovery Fee in the amount of $along with Mr [redacted] monthly service fees Mr [redacted] called ViaSat on April 10, because he could not connect, at which time he was advised that there was a network outage impacting his servicesViaSat received an email from Mr [redacted] on April 11, in regards to the outage, at which time a $goodwill credit was applied to his accountThis credit is reflected on his May 1, bill Regarding Mr [redacted] service transition, our records show he transitioned his service plan from ViaSat’s Exede Liberty GB play ($a month, plus applicable taxes and a $monthly equipment lease fee) to the Exede Essential 10GB plan ($a month, plus applicable taxes and a $monthly equipment lease fee) on April 30, 2016, the day before his bill cycle dateBecause the system did not have time to process Mr [redacted] transition request, he was charged for the Liberty GB plan on May 1, 2016, minus the $goodwill credit he received In order to come to a resolution to this complaint, ViaSat will issue Mr [redacted] a refund of $for the difference between what he paid for his May 1, ($70.87) and what he would have paid had his service transition request had processed in time ($50.87)This refund has been issued to Mr [redacted] payment method as of May 18, He will see the amount deposited into his account within 3-business days from the issue date If Mr [redacted] chooses to disconnect his service, ViaSat does not agree to waive his early termination fees Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any confusion she may have experienced At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and installation requirementsThey are also advised that ViaSat pre-authorizes their payment method for $to confirm that the payment method is validThe pre-authorization is immediately reversed after confirmation; however, some card-issuing banks may hold the funds for up to approximately three days based on bank policiesViaSat does not collect this amount, nor is it an account setup or installation feeWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Regarding the upfront standard installation fee of $99.99, our records show that ViaSat is currently offering free installations in Ms [redacted] ’s areaDue to an error, Ms [redacted] was charged the $on February 1, We apologize for any frustration she may have experienced because of this Ms [redacted] called ViaSat on February 3, to cancel her installation because she did not have permission from her landlord to have a dish installed at the homeDuring this conversation, Ms [redacted] mentioned that she’d been charged the $installation feeMs [redacted] was refunded for this amount the same dayIt may take three to five business days from the issue date for Ms [redacted] to see the amount deposited back into 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] complaint Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionViaSat apologizes 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 July 20, and available at exede.com/legalViaSat apologizes if Mr [redacted] feels these points were not communicated to his satisfactionAfter reviewing the account ViaSat has determined that Mr***'s usage is going towards Web Browsing, Filesharing (Bittorent), Software Updates, Media (Video or Audio) YouTube, Other Traffic, File Transfers, Instant Messaging, Social Networking, along with Windows and IOS UpdatesViaSat offers larger packages that may suit Mr***'s needs and expectations, currently Mr [redacted] in on the GB planViaSat offers two other plans one with GB priced at $per month and the other at GB for $per monthIn order to arrive at a resolution should Mr [redacted] wish to disconnect the account ViaSat will agree to waive half of the early termination feesMr [redacted] can call customer care and reference ticket number XXXXXXXXThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr***’ rebuttal to our attention Mr [redacted] is currently receiving Viasat’s Liberty + Free Zone service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThis service plan provides GB of monthly Priority Data, download speeds up to Mbps, and upload speeds up to Mbps As previously stated, 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 May 20, 2016, that speeds may vary and are not guaranteed Network congestion is caused when many subscribers are on the network at the same time, and may intermittently impact the web browsing and speeds of network subscriber in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede 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 We apologize for any frustration Mr [redacted] may have experienced; however, at this time, Viasat is unable to control or mitigate any speed-related issues caused on network congestion Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’ response to our attention.As previously stated, 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.? Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on December 13, 2016, that speeds may vary and are not guaranteed.Our review of Mr [redacted] ’ account shows that he is in an area with network congestion, which may cause him to experience slower speeds.? In our previous correspondence, we offered Mr [redacted] a one-time credit for $to cover the cost of one full month of serviceThis credit was applied on April 4, 2018.? As resolution to this complaint, Viasat has applied a second credit of $as of April 11, 2018.? If Mr [redacted] has any questions or concerns regarding the speed of his service, he may contact Viasat’s 24-hour Customer Service Department at -1-855-463-for assistance.? ? If Mr [redacted] feels that Viasat’s service is not meeting his needs, Viasat is willing to disconnect his account with his early termination fees waived in fullMr [redacted] may contact Viasat’s Customer Service Department in reference to ticket no [redacted] if this is the route he wishes to take.Thank you for the opportunity to respond.? ?

Initial Business Response / [redacted] (1000, 5, 2015/08/19) */ Thank you for bringing Ms***'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 electronic customer agreement signed by Ms [redacted] on January 14, We apologize if Ms [redacted] feels these points were not communicated to her satisfactionIn section of the customer agreement, ViaSat has authorization to collect payments from the payment method on file including service charges, early termination fees, and unreturned equipment feesViaSat offered to send a technician to Ms***'s home to correct the issues she was experiencing; however, Ms [redacted] opted not to have the technician comeViaSat has denied the early termination fee waiver as Ms [redacted] would not allow a technician come to try to correct any issues she may have been experiencingAt this time the early termination fee will remain valid and no refund will be issuedThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel like the business's response was incompleteThe reason I did not want a technician to come to my home was because of the experience I had with the first techHe did not arrive in the time that the company set up, and he was there until almost midnight, climbing on my snowy roof in the darkThis safety issue was also not addressed by the businessI do not feel this is acceptable and I do feel that it is a valid excuse for not wanting a tech to come to my home againAt this point, I still strongly feel I am deserving of a refund of the early termination fee Final Business Response / [redacted] (4000, 9, 2015/08/27) */ Thank you for bringing Ms***'s response to ViaSat's attentionViaSat apologizes for the experience Ms [redacted] had with her initial installationViaSat has the ability to reassign technicians and make sales channel changes that the customer can receive a different technicianWhen ViaSat offered Ms [redacted] the option for a technician to come to the home to check on the issue, she declinedAt that time ViaSat advised Ms [redacted] that the early termination fees would be valid if she disconnected the serviceAs for the safety of the technician, each technician is trained extensively to know when and when not to do an installation on a home, had the technician felt that there was any safety concerns he could have opted to reschedule the installationIn order to arrive at a resolution ViaSat is willing to issue a refund for half of the early termination feesA refund of $has been issued back to the payment method today and Ms [redacted] will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: When I placed an order for this internet service, I have clearly mentioned that I work remotelyIf there is interruption regularly to the internet service, my work is disturbed and my job will be at stakeI am the bread winner for my family here and in home countryIf my job is affected my whole family will be in troubleThat's I don't want to take that risk on my family with this internet serviceI have attached the speed test took some time back and it is not even mbpsI find it difficult everytime when I use this service for my workAlso now only I came to know if there is any bad weather in via sat location my service will be interruptedI have not been told about thisFirst time I typed my response and when I click to proceed, the service is down and I need to retype the whole thing nowSo my humble request is to close the service without the penalty of $as lot of things were not told upfront which I feel cheatedAlso Via Sat is offering me $credit which makes me feel very badAppreciate your support in this regard Sincerely, [redacted]

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 Independently of this conversation with Revdex.com, we have been speaking with Customer Service at Exede, and also reviewing online forums regarding the particular problem we experienced with Exede, namely the mysterious use of bandwidth allowanceMany people consider that bandwidth loss is the result of errors with modem firmware/software updates and failure of the modem to communicate successfully with Exede, resulting in "looping" as the modem keeps trying to establish links with ExedeCustomer bandwidth they say is used up in this processIndeed, MyEsvt, see below, reported a problem of "packet dropping" on the day of the mysterious bandwidth loss.We still maintain that we could not have used the bandwidth that we were charged with, nearly 4gb in hours or less because we don't stream videos, or use other bandwidth hogging activitiesExede Customer Service continue to tell us that we must have used this data allowanceOur fear was that this will continue to happen and that we will have our use "throttled" by ExedeSince we rely on having a usable internet connection for our rural livelihood we were scared by the fact that we were tied in to two year contract that would not work for usSo we thank ViaSat for their response to our complaintWe now have a way out should we need it.However, we do see advantages of our relationship with Exede over our previous six years with Hughes Net satellite internet, namely faster connection speeds and the unmetered period between midnight and 5amWe have also done a number things: we have installed data monitoring software on all of our devices, we have registered with Satellite Restriction Tracker, we have purchased a new router with monitoring software, and Exede has given us access to MyEsvt.So our plan now is to keep with Exede to see how it worksIf we have another episode of disappearing bandwidth, which other users have branded as theft (Exede using our bandwidth for their maintenance work) we should have the ability to see it and report it to Exede using the monitoring software we have installedWe also have the flexibility of using the unmetered period each day so will be changing our daily work habits.We thank Revdex.com and we thank Exede for taking the time to help us and we will report back to Exede and on public forums of how this systems work for us in the futureWe will be remaining with Exede in the short term at least Sincerely, [redacted] ***

Thank you. What else I wanted to say is that I really dont appreciate being called a liarI called the number on the welcoming email, which is the screen shot that I provided. I called another number the day I was told I couldnt speak to anyone higher up about this charge so I tried to call any number I found online hoping to find a corporate number. Im not trying to be difficult at all, but it is very insulting to be told I didnt do something when I know I did. As far as being told I would be charged up front, that is also falseI was never told that while signing up. Judging from the reviews online I am not the only one who was not told this. This needs to be fixed within the company because its making myself and apparently other customers not very happy. Also, today at 4:pm I got another email from Viasat telling me I would be charged another today when I just charged last week! This is insane! Especially after them saying on here even that I have no credit card on file now. Im not sure what is going on and why they are the ones not telling the truth but this needs to get worked out. This is so very unfair to the customers. I am not trying to be a problem customer but I dont want to be lied to and about by someone who is supposed to appreciate me as a customer.

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedWe apologize for any frustration Mr [redacted] might have experienced while attempting to call into ViaSat’s Customer Service DepartmentViaSat recently upgraded our phone system and due to a system error some calls were being routed incorrectlyOn October 11, 2016, ViaSat was able to successfully resolve this error and Mr [redacted] should be able to call ViaSat will no further issuesOn September 24, 2016, ViaSat received a call from Mr [redacted] regarding his usageDuring this conversation, the ViaSat representative provided Mr [redacted] with the website to review his usageViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at [redacted] Regarding the data usage Mr [redacted] sees on his usage meter, the monthly data usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current data usageThis is disclosed in text to all customers immediately below the data usage meter on [redacted] The ViaSat modem needs to be online to have the monthly usage meter resetCurrently, Mr [redacted] has consumed GB of his GB planMr***’s usage will reset on October 20, If Mr [redacted] would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####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] yes we will accept the agreement of dollars but they will need to send a tech to climb to roof the get there equipment I do not have a ladder to get it off

Complaint: [redacted] I am rejecting this response because: First, thank you for disconnecting the service. Secondly, I would appreciate a tracking number for the box that is being sent for the collection of the modem and dish. I attempted to chat with customer service to get this information and of course I was not able to. At this time I have not received any box and I will not accept any resolution until I have. I have seen on numerous accounts that people have gone back and forth for months trying to get a box sent to them. I would appreciate any tracking information that you could give me to verify that a box was indeed sent. I am doing everything I can from my end to ensure that you receive your hardware back. It has been sitting here boxed up and ready to go since an hour after it was initially installed. Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the technical aspect of resolution is satisfactory to me, which is the $has been returned to my accountHowever, ViaSat did not acknowledge the reason why this was escalated to the Executive Escalations team and the Revdex.comThey acknowledge this was a failure of their billing system, however they do not acknowledge the failure of their customer service representative or the customer service manager I spoke to that refused to resolve this issue and refund the $95, which clearly was charged to me in error as stated by ViaSat in their response letterFiling a complaint with the Revdex.com should not be necessary to resolve an issue like this, this appears to be an epic failure on the part of customer service systems and policy and an inefficient use of time of all parties involved Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/05) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any issue she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on April 14, and available at exede.com/legal, states that ViaSat does not guarantee the service will 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 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 Ms [redacted] contacted ViaSat on July 11, because she was experiencing a connectivity issueDuring this conversation, the ViaSat representative explained to Ms [redacted] that she had exceeded her usage and had been subsequently slowed, pursuant to ViaSat's Data Allowance PolicyMs [redacted] called again about a connectivity concern on July 27, 2015, but was not at home to be guided through troubleshootingThe ViaSat representative asked Ms [redacted] to call back when she was home so she could be guided through troubleshooting, and advised that if her issue could not be resolved, a service call would be orderedMs [redacted] was provided with a $goodwill credit for her issues On August 4, 2015, Ms [redacted] called ViaSat to disconnect her accountAt this time, she was reminded of her signed Customer Agreement and the applicable early termination feesMs [redacted] requested a refund of her monthly service payment, but was advised that there was no guarantee that it would be approved As ViaSat was not given any opportunity to resolve any connectivity issue Ms [redacted] may have experienced, ViaSat does not agree to waive any portion of her early termination feesViaSat also does not agree to refund her for her monthly service fees as review of her account shows she was actively using the service Regarding her issues with the technician, our records show Ms [redacted] called ViaSat regarding her experience four times between April 21, and May 7, In response, on May 7, 2015, Ms [redacted] 's concerns were escalated internally for review, and she was provided with credits totaling $ We apologize for any frustration Ms [redacted] may have experiencedWe 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] (3000, 7, 2015/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have multiple complaints and proof of phone recordsI didnt actively use my service because there was no service to use, Im ot paying for something I couldnt even useI have multiple witnesses too, something needs to be done as this is completely unfair to me and not right to treat your customers that way especially after all the phone calls ive made Final Consumer Response / [redacted] (4200, 11, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have my phone bill AS PROOF how many times I called if your employees didnt note my account appropriately thats your fault, I also have MULTIPLE witnesses that are willing to speak to the media and to the courts about this Final Business Response / [redacted] (4000, 13, 2015/08/28) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention As previously stated, ViaSat has record of one phone call received from Ms [redacted] regarding any connectivity issues she may have experiencedThusly, ViaSat cannot agree to waive Ms [redacted] 's early termination fees in fullOn August 24, 2015, ViaSat applied a credit of $to Ms [redacted] 's account to waive half of her early termination fees of $as a gesture of good faith This will be our final response to this matterThank 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 causedViaSat received a call from Ms [redacted] on March 16, requesting copies of the bills starting from October on and showing the charges totaling over $4,The copies of these bills were sent out on March 21, and Ms [redacted] should see them within 3-business days from that dateViaSat is not able to transfer the account name over to another nameIf Mr [redacted] would like his own account he will need to call in and set that up on his ownAs far as the disputes between Mr [redacted] and Ms [redacted] they will have to take that up with themselves or the courtThank you for allowing ViaSat the opportunity to respond