ViaSat

Revdex.com: I must state that there never was any communication or correspondence received regarding any type of contract and I did not sign or electronically sign a month contract. They sent me a copy with a signature that was not mine (note the last name was spelled ***) and I would never incorrectly spell my name when signing for anything. Furthermore, it is my understanding from this response that I will not be charged any fees for terminating service and I fully expect at the time I do, that they will provide me with the means to return their equipment. In addition, if you view all the many complaints against this business you will understand fully that my complaint is a valid one. This business really needs to review their ethics policy in their business dealings and completely overhaul how they provide customer service I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and should I disconnect and find I am billed for anything at all regarding the disconnect I will be able to seek legal action against them 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 meThank you very much Sincerely, [redacted] ***

Thank you for bringing [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 agreementViaSat understands that [redacted] states she did not sign the customer agreement and that it was signed by the technicianViaSat has escalated this issue internallyIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should [redacted] wish to disconnect her account [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, 2015/06/19) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt this time ViaSat is currently requesting the sales call to be pulled so we can listen to see what was said at the time of saleViaSat will follow up within business days once we are able to review the callThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing to accept yetWill look forward to seeing ViaSat's response after they listen to the phone callAlso, the technician that installed the satellite told my wife we had days to cancelHis name is Mott Jarran Final Business Response / [redacted] (4000, 10, 2015/06/30) */ Thank you for bringing Mr [redacted] 's response to ViaSat's attentionViaSat responded on June 22, with the following messageThank you for allowing ViaSat the opportunity to research and pull Mr [redacted] 's sales callAfter reviewing the sales call, ViaSat has found that Mr [redacted] was indeed advised he would have 21-days to cancel his services without any early termination feesWith that being said Mr [redacted] will not be charged early termination fees if and when he chooses to disconnect his accountMr [redacted] can contact ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXX when he is ready to disconnectViaSat once again apologizes for any miscommunication and inconvenience this [redacted] have causedThank you for allowing ViaSat the opportunity to respond Final Consumer Response / [redacted] (2000, 13, 2015/07/10) */

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any issues she may have experiencedThe Customer Agreement, signed by Mr [redacted] on December 20, and available at exede.com/legal, advises that customers are required to return ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat provides customers with a [redacted] box, free return shipping label, and illustrated instructions, which is delivered to the service address on file, unless otherwise requested by the customer, within a week after disconnectionMr [redacted] contacted ViaSat on August 17, to disconnect his accountDuring his conversation with the ViaSat representative, Mr [redacted] was advised of the leased equipment return policyViaSat received Mr [redacted] ’s leased equipment on November 01, 201; however, due to a system error, on February 24, 2017, ViaSat attempted to collect for failure to return the leased equipmentAs ViaSat was unable to collect these charges, on March 13, 2017, ViaSat sent Mr [redacted] ’s ViaSat account to our outside collections agency Mr [redacted] ’s account was removed from collections on March 20, 2017. ViaSat did not report Mr [redacted] ’s account to any credit agenciesWe apologize for any misunderstanding or frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Because it does not contain accurate informationUnfortunately your resolution is unacceptablePreviously you indicated that mystatements provided to Exede had the data Exede needed blocked outThe information on the statements I sent addresses the only financial information pertinent to Exede, particularly since I am not requesting Exede to refund the NSF charges It clearly indicates on the statements that you received, two different transaction numbersOn page one the 109.47, transaction serial number [redacted] , came out leaving a balance of On the second page the amount of 109.47, transaction serial number [redacted] , came out leaving a balance of -Please note the information below that I have organized to make it simple for you to understandJune 13, 109.47(Transaction # [redacted] ) + (Transaction # [redacted] ) =218.94June 30, 2016, my credit union reversed -109.47, leaving a $balance on my accountJuly 8, 2016, a credit (refund) of $paid the July payment, leaving a credit balance of -$This statement indicates the previous balance for June was unpaid INVOICE# 17Statement Date 07/08/2016Invoice SummaryPrevious Balance $ 109.73Payments $ 0.00Refunds $ 111.48Current Charges and Fees $-11.51Taxes, Surcharges and Fees $ June 11, 2016, Exede suspended my service.June 12, 2016, I paid to have my service restored with a Visa credit cardTherefore, my balance at this time should be -of which should be refunded to the Visa card used on July 12, and remain as a credit on my accountI spent many hours trying to fix this problem but your customer service is poor and inadequateHad one of the many agents I spoke with provided an e-mail or phone number to management this might have already been settled [redacted]

Complaint: [redacted] I am rejecting this response because:? First of all, I never signed any agreement.? An agreement was emailed to us with an electronic signature, but we never signed a thing.? Second, when the service was first ordered with "***" - not once was it ever stated that there was a month contract.? [redacted] also stated that they needed a credit card to "hold" in the file, but they would not charge it without authorization.? [redacted] also never mentioned the billing was one month in advance, so by July 1st, less than days of ordering service, we already received a "past due" email.? Also on July 1st, Exede attempted to charge my credit card for the first month, which was UNAUTHORIZED.? We called several times to voice our concerns with everything that was either not told to us and also the fact that the internet was slower than dial up.When I called the cancel the service on July 6th, I told them to cease and desist from charging my credit card.? On July 7th, they charged my credit card, once again unauthorized.? I called my bank to report the fraud and also blocked Exede from taking out anymore money.The internet was never at the speed promised.? On their end, of course it was, but when we ran our own test at the same time that the technician " [redacted] " was at the house, the download speed was and upload was 1.76.? I am attaching the snapshots of each time we checked the speed.? The technician " [redacted] " also stated personally to us while he was checking the speed that there was in fact an issue, but not on our end.? If this matter needs to be litigated, [redacted] will be subpoenaed to testify under oath.The company is a fraud and scam.? If you pull up any review online, every single customer has the same complaints.? We had the service for less than one week.? We will not pay any termination fees and if this matter isn't resolved, we will have no other choice but to file legal actions and also report them with the FCC.? These are unacceptable practices, this company scams people into signing them up and stealing their money Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any confusion she may have experienced with ViaSat At the time of sale, Ms [redacted] was transferred to an internal department at [redacted] to complete the sale of the satellite internet service, not to ViaSat [redacted] is an authorized reseller of ViaSat’s services [redacted] provided Ms [redacted] credit card information when the order for her internet services was submitted to ViaSatUnfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billing ViaSat handles customer billing for its own services and, therefore, Ms [redacted] is billed separately for her ViaSat internet serviceWe apologize for any confusion regarding the sales process that Ms [redacted] may have experienced, and if this was not communicated to her satisfaction The Customer Agreement authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease feesThe Customer Agreement advises that monthly fees are payable in advance The service was installed at Ms [redacted] home on July 9, The 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 July 9, We apologize for any misunderstanding regarding the electronic signature processA copy of her electronically signed Customer Agreement has been mailed to her for her review and records On July 13, 2016, ViaSat collected an advanced payment of $for the first month of service on July 13, ViaSat received a call from Ms [redacted] on July 15, 2016, at which time she advised that she had not authorized ViaSat to automatically bill her payment methodShe also advised that she had been under the impression that ViaSat’s bill would be bundled with [redacted] The ViaSat representative reviewed ViaSat’s billing with Ms***, including that the Customer Agreement authorizes advanced, automatic paymentsThe ViaSat representative also inaccurately informed Ms [redacted] that the Customer Agreement was sent to customers via a welcome email from ViaSatThe welcome email does not include the Customer AgreementWe apologize for any confusion this may have caused Ms [redacted] to experience Ms [redacted] was also informed that she could access a copy of the Customer Agreement online at [redacted] When Ms [redacted] requested the disconnection of her account because she was unhappy with the automatic payments, she was accurately advised that early termination fees would be applied to her account, at which time she requested to speak to a supervisorMs [redacted] call was transferred to a supervisor accordingly During Ms [redacted] conversation with the ViaSat supervisor, she was informed that the terms of service had to be agreed to at the time of installationThe supervisor also offered to have Ms [redacted] payment method removed from the account, but recommended that she simply update the payment method insteadMs [redacted] was also advised of the disclosures regarding the removal of her payment methodMs [redacted] advised she did not want the payment method removed and that she would be updating it at another timeIt was explained to Ms [redacted] that she could update her payment method online at [redacted] if she registered for an account management profile there On August 9, 2016, Ms [redacted] updated her payment method via ViaSat’s interactive voice response system As she has been using the service, ViaSat does not agree to waive her early termination fees in full if she chooses to disconnect; however, ViaSat will agree to waive half of the early termination fees if she disconnects prior to September 12, 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 AgreementA [redacted] 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 she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: This is the second time I am resonding to thisI rejected it because I am not recieving what I paid forAnd from what I am reading, it seems that Viasat thinks I have all the time in the world to constantly work through their automated system and argue with them about this poor serviceI work full timeI run a householdI purchase and pay for services that, in my mind, I should be getting WITHOUT having to sit on the phone and argue as to why I am notHOW would any of them feel if I came in with some song and dance promising a service, secure your bank information, take your money on a timely basis and then when they called to find out as to why I am not delivering, I can smoothly tell them "Oh, I'm sorry, there is congestion; I oversold myself but I will extract charges if you cancel your contract early; no, I don't give credits; can you call back later (I live in Alaska...it seems when I call after my work hours, I get a recording to call back during regular work hours); sure, let's troubleshoot....oh gee, can't figure out why it's not working---ON MY END it looks fine Is it too much to ask for this day and age to recieve a service, that I in good faith signed a contract for? That Viasat gets my money for EVERY MONTH WITHOUT FAIL???? Do you know it took fifteen minutes of dinking around with the equipment so that I could get online and respond to this AGAINAnd lets not even go into the fact that because of the poor service, there are overages paid to AT&T because of having to go off line and access the LTE networkOr better yet, having to go into work early and ask if I can use their internet to pay my bills and so onSo happy for this serviceYou've at least made my life a little more complicated than it should beAnd that part about returning the equipment? The thieves at Microcom said that it was mine because it was basically going to be out of service soon anywayShould have heeded that forewarning...So, now what? I have been shopping aroundI can not get anything until MAYBE late summer early fallI can not cancel right now because as poor as this is, my partner needs a way to access his business pagesI need access to the internet for bill paying and other thingsI guess, I am stuck here with youI am between a rock and a hard placeYes, I choose to live in a remote areaNot going to change itBut if this business is going to come in and offer their services, they better damn well deliver itI can tell you this, living here in Alaska, every time you step out the door, your in the food chainYour bring your business here, fight to be the best or get outIt really should not be a choice Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I explicitly requested a call before any money was automatically taken from account I repeatedly said this The fees were not communicated nor mention of 'process' of early termination Listen to your recorded conversations - all of them Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement signed by Ms [redacted] on May 25, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale Ms [redacted] contacted Viasat on August 28, in order to request a disconnection of her Viasat servicesThe disconnection was processed the same dayHowever, since that date was also the same as her billing cycle date, Ms [redacted] was billed in advance for serviceViasat was unsuccessful in taking payment, leaving the balance as a past due amount on the accountOn October 28, 2016, Viasat’s systems had not recorded the return of Ms [redacted] ’s equipment, and as such $was added to Ms [redacted] ’s past due balance, bringing the total due to $Viasat was unsuccessful in taking payment for this account, and as such, the amount was written off to Viasat’s outside collections agencies on November 14, On November 13, 2016, Ms [redacted] contacted Viasat to advise that she had returned her equipment in SeptemberA Viasat representative assisted in submitting a request for a credit for the returned equipment, and the $balance was removed as of November 17, On February 22, 2018, Ms [redacted] contacted Viasat in order to advise that she had received a call from one of Viasat’s authorized collections agencies stating that she still owed a balance dueWe apologize for any inconvenience this may have caused Ms [redacted] .In resolution to this complaint, Viasat has submitted a request to remove Ms [redacted] for her full balance from collectionsIf 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] response to ViaSat’s attentionAfter researching the account ViaSat has agreed to stick to their original offer and credit Mr [redacted] half off the early termination feesViaSat has placed a credit of $on the account which will go towards the chargeMr [redacted] will be responsible for the remaining balance on the accountThank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Our records show Mr [redacted] contacted Viasat’s Sales Department on January 15, to inquire if there was a trial period for the serviceThe Sales representative correctly informed Mr [redacted] of the Customer Agreement; however, before they could continue the conversation, the call droppedMr [redacted] called back into Viasat regarding serviceDuring this second conversation, the Viasat representative entered in an address provided by Mr [redacted] , and determined that there were no services available to Mr [redacted] at that timeThe Viasat representative informed Mr [redacted] that Viasat would be launching new products in February 2018, and that they may be available to him The same day, the initial Sales representative Mr [redacted] had spoken with called him back to complete their conversation, at which time it was determined that service was available at [redacted] ***Mr [redacted] elected the Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAt no point during this final conversation did the Viasat representative guarantee that the Viasat Wireless Gateway service would be available to him or that they would be in his area within any particular timeframe The Viasat Wireless Gateway (VWG) services were launched in February 2018; however, they are currently not available nationwideViasat does not have a specific timeframe as to when these new products will be available to all customers Mr [redacted] service was installed at the service address on January 29, Viasat did not have any contact from Mr [redacted] until April 25, 2018, when he called to disconnect service due to the VWG service not being available in his areaAt this time, he was reminded of the 24-month minimum service term and early termination fees; he was also informed that the VWG service had not launched in all areas of the country yetPer Mr [redacted] request, he was informed of all disconnection disclosures and the account was scheduled for an April 30, disconnection The Customer Agreement provided to each new customer, signed by Mr [redacted] on January 29, 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 termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term As Mr [redacted] was not guaranteed that the VWG service would be available in his area and as Viasat was not made aware of any concerns he may have experienced with his service speeds, Viasat does not agree to waive Mr [redacted] early termination fees upon his disconnection of service 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]

Initial Business Response / [redacted] (1000, 5, 2015/10/02) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] has been in contact with our corporate office representative regarding the refund of $On September 12, 2015, Mr [redacted] spoke with our representative regarding the refund and was advised that the refund would be escalatedOn September 22, Mr [redacted] contacted our representative directly once again to discuss the refund request as he had not received itThe ViaSat customer care representative advised Mr [redacted] that the refund had been requested and should be received in seven to fourteen business days ViaSat did confirm that the refund check was issued on September 29, and sent to the location provided by Mr***We apologize that the refund process is taking longer than expected; however, as we did not have a valid payment method on file a refund check had to be requested If Mr [redacted] does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) With numerous contacts with said company I have been told a check was sent and then the refund was going into my accountThe last conversation I had with them Viasat, Incsaid they would be refunding my payment back to my credit cardNow it's a check again? they have aklways had my payment info on file as when you call about your account past or present, they require your payment info before they will discuss anything about your accountThis, at best is very criminal as it appears they have no intention on refunding my paymentThis matter has been going on for monthsI seem to have no problem getting refunded from other businesses nor do I have problems getting my mailThis matter is a direct insult Final Business Response / [redacted] (4000, 9, 2015/10/07) */ Per ViaSat's previous reply, ViaSat had previously requested the refund to be issued, but due to the length of time it does take for the refunds to be approved and process Mr [redacted] did not receive the refund within the advised time frameWe apologize for this confusionAgain, ViaSat did confirm that the refund check was issued on September 29, and sent to the location provided by Mr***If Mr [redacted] does not receive the refund check by October 9, 2015, please have him contact our customer service department at XXX-XXX-XXXX

Thank you for bringing Mr [redacted] **.’s complaint to our attention.Our records show Mr [redacted] **is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes, Viasat’s Voice service at $a month and a $monthly equipment lease feeDue to the fact that Mr [redacted] **ordered his service during a promotional period, he is receiving the following discounts: $off for the first three months of service, a $credit for the first three months of EasyCare service, and $off his Viasat Voice service for the first six monthsThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement, signed by Mr [redacted] *? [redacted] **on May 11, 2018, and Unlimited Data Policy available at exede.com/legal.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 Mr [redacted] **purchased Viasat’s Unlimited 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 Mr [redacted] **at the point of sale.Regarding the transfer process of a telephone number to and from Voice, Section A of the Voice Addendum to the Customer Agreement, also available at exede.com/legal, states:Viasat will transfer (“port”) your existing wireline or wireless telephone number for use with VoiceIt will take approximately 5-business days after you order Voice to port your existing telephone number.? Viasat will port your telephone number from Voice to another carrier at the request of that carrier, upon termination of your Voice ServiceIf no such request is made, Viasat may transfer your number back to the underlying telephone number provider, in which case your number may no longer be available to you.The Customer Agreement provided to each new customer commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms.? Customers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On May 14, 2018, Mr [redacted] **contacted Viasat to request the porting of a telephone number from his previous service provider, [redacted] , to ViasatThe request was submitted the same day, and Mr [redacted] **was advised of a complete date of May 28, 2018.? On June 15, 2018, Mr [redacted] **contacted Viasat in regards to receiving slow speedsA Viasat representative assisted him in troubleshooting, and advised Mr [redacted] **of an outage that was ongoing at the time.? On June 19, 2018, Mr [redacted] **contacted Viasat in regards to receiving slow speeds, which he stated were too slow to stream withA Viasat representative assisted Mr [redacted] **by running a speed test, which revealed that Mr [redacted] **.’s speeds were well within the limits of his planMr [redacted] **stated that these speeds were still not enough for him, and requested to disconnect his Viasat servicesThe Viasat representative advised Mr [redacted] **that a cancellation of his service would lead to the assessment of early termination feesAt the time, Mr [redacted] **chose not to proceed with the disconnection of his services and his account remained active.On June 28, 2018, Mr [redacted] **contacted Viasat in regards to his Voice services, as well as a request to disconnect his servicesMr [redacted] **stated that he was experiencing issues with contacting a friend in Puerto RicoA Viasat representative assisted in troubleshooting Mr [redacted] **.’s Voice services, and was advised that there was a possible block in placeThe Viasat representative advised Mr [redacted] **that an investigation would be completed, and that Mr [redacted] **would be contacted with the resultsThe Viasat representative also assisted Mr [redacted] **by applying a recurring discount of $off for the next months to retain Mr [redacted] **as a customer, and advised of an ongoing outage at the time of the call.? At this time, the investigation requested by the Viasat representative has confirmed that Puerto Rico is an area that is blocked through Viasat’s Voice serviceWe apologize for any inconvenience this may have caused Mr [redacted] **.? In light of this complaint, Viasat has conducted a review of Mr [redacted] **.’s account on July 11, At the time of the review, Mr [redacted] **has used approximately GB of his unlimited data allotmentA speed test run reveals that Mr [redacted] **is receiving speeds well within the limits of his service plan.? At this time, Viasat believes that all appropriate actions have been taken in regards to Mr [redacted] **.’s account and does not agree to waive his full early termination fees should he choose to disconnectHowever, in recognition of Mr [redacted] **.’s short time as a Viasat customer, and in resolution to this complaint, Viasat will be willing to offer Mr [redacted] **a waiver of half of his early termination fees should he choose to disconnect his services.? If Mr [redacted] **would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .? Thank you for the opportunity to respond.?

Thank you for bringing [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 agreement and the early termination feesEach of these points are also addressed in the customer agreement signed by [redacted] on June 11, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfaction [redacted] was originally scheduled for installation on June 5, 2017; due to no time slots being available the installation had to be rescheduled [redacted] was offered a free router and $due to the circumstances [redacted] was contacted and rescheduled for June 11, and the service was installed with the router that was promisedWhen the technician left the home the services were working as they should [redacted] contacted ViaSat on June 16, stating that the speeds were very slow and that she was having connectivity issues with the serviceViaSat sent the technician back out to [redacted] ’s home on a service call on June 23, and the tech went out and checked system [redacted] hard wired her TV and they exceeded their dataThere was no issue with the system ViaSat does not offer any unlimited plans for [redacted] ViaSat does offer higher data packages that [redacted] can check on www.exede.com or can call Customer Care at [redacted] ViaSat understands that the service may not be meeting [redacted] ’s needs or expectationsIn order to arrive at a resolution should [redacted] wish to disconnect ViaSat will waive half of the early termination fees [redacted] can take advantage of this offer by calling Customer Care at [redacted] and referencing ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention Our records show Ms [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p 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 Ms [redacted] on February 20, 2018, that speeds may vary and are not guaranteed Our records show Ms [redacted] called Viasat on February 23, because she was experiencing slow speedsAt this time, she was guided through troubleshooting, after which the issue was resolvedA second call was received from Ms [redacted] the same day regarding the same issue and advising that she was unable to game onlineThe Viasat representative informed Ms [redacted] that the service plans were optimized for different streaming qualities, and that she would need to transition to a different service plan to fit the resolution of her devicesMs [redacted] declined to transition her service and requested the disconnection of her service, at which time her call was transferred to Viasat’s Retention Department During her conversation with the Retention representative, Ms [redacted] expressed that she felt she had not been offered the right plan for her needs at the point of saleThe Viasat representative offered Ms [redacted] a discount of $off her bill per month for months, but Ms [redacted] declined and moved forward with disconnecting after being advised of the disconnection disclosuresPer Ms [redacted] request, a waiver request for the early termination fees was submitted The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On February 24, 2018, Ms [redacted] was charged $in early termination fees, but the payment failed The waiver request for the early termination fees was denied on February 25, Ms [redacted] was informed of this on February 27, and advised by a Viasat supervisor that the fees were valid, per the Customer Agreement Ms [redacted] called to dispute the early termination fees again on February 28, 2018, at which time she was referred back to the authorized Viasat dealer she’d ordered service from regarding her point of sale issues On March 1, 2018, Ms [redacted] called Viasat inquiring about reconnectingDuring this conversation, Ms [redacted] advised of her point of sale issues and her inability to game online, and was correctly informed by the Viasat representative that the performance of some games over the Viasat Internet was poor and some games may not work at all due to the inherent lag of satellite internetMs [redacted] chose not to reconnect service As resolution to this complaint and in consideration of Ms [redacted] short term as a Viasat subscriber, Viasat has waived her early termination fees in full as of March 1, Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Thank you for bringing Mr***'s complaint to our attention ViaSat received a Revdex.com complaint from Mr [redacted] on August 17, regarding an issue he'd experienced receiving the packaging to return ViaSat's equipmentIn response, a member of ViaSat's Consumer Affairs Department advised Mr [redacted] via the Revdex.com that new packaging would be sent to him for the return of the modemIt was also advised to Mr [redacted] that as he had no access to ViaSat's transceiver, ViaSat would waive the unreturned equipment fees associated with that piece ViaSat's modem was returned on August 21, Unfortunately, the unreturned transceiver fee was not waived as promised; subsequently, on September 1, 2015, Mr [redacted] was charged $in unreturned equipment fees, but the payment failedMr [redacted] contacted ViaSat regarding the charge and the resolution to his initial Revdex.com complaint, at which time he was advised to email in a copy of ViaSat's resolution letter to the Corporate Office for review As resolution to this complaint, ViaSat has waived the balance due of $in full as of September 17, Mr [redacted] is now at a zero balance with ViaSatThe delinquent balance was neither turned over to collections nor reported it to any credit reporting bureaus We apologize for any frustration Mr [redacted] have experiencedA letter with the above-given information will be sent to him, per his request Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Meets my request

Thank you for bringing Mr [redacted] 's 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 contract, and the early termination fees should the account be disconnected earlyEach of these points is also addressed in the Customer Agreement signed by Mr [redacted] on December 31, and available at exede.com/legal It is the subscriber's responsibility to read the Customer Agreement before signing it We apologize if Mr [redacted] feels these points were not communicated to his satisfactionThere is no day grace period or law that allows the customer to cancel the contract without a penalty feeWe apologize that the service is not going to meet Mr [redacted] 's needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive half of the early termination fees should he wish to disconnectHe can call customer service at ###-###-#### and reference ticket [redacted] Thank you for allowing ViaSat the opportunity to respond