ViaSat

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

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 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, 2015/08/25) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's 24-month minimum service term commitment and the early termination feesViaSat requires a valid payment method to be on file for automatic payments each monthWhen Ms [redacted] signed the customer agreement on September 1, she authorized ViaSat to use the payment method on file for monthly charges, early termination fees, and non-returned equipment feesThe charge of $was for early termination fees and is a valid chargeViaSat will not be issuing a refund for the early termination fees or the NSF fees as this was a valid chargeAs of today August 25, ViaSat has yet to receive the equipment back and there are charges of $each pending to charge to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s response to ViaSat’s attention ViaSat shows that the payment of $failed on October 24, on our endThe information that Ms [redacted] has provided will not work for the finance team to investigateMs [redacted] will need to contact Customer Care at ###-###-#### and fax over a running bank statementWe apologize for any inconvenience this may have causedViaSat does not show that a payment was collected and has since removed the amount from collections and placed a $balance on the accountAt this time no refund is due until Ms [redacted] provides the proper documentation to our Customer Service teamThank you for allowing ViaSat 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

Complaint: [redacted] I am rejecting this response because:Like I mentioned before, the company did not have my email so therefore I did not see nor read the contract they keep mentioningWhen I called the company the agent kept asking for it because it was not on fileI want my refund, not just the disconnectionEven if you ask the technician, the signal was horrible and I had no internet connectionI still want my refund. Sincerely, [redacted]

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 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

Complaint: [redacted] I am rejecting this response because: As of today, December 27, 2016, I still have not received my refund. The dates they provided and saying it was only days are incorrect. I have been attempting to get my refund since November 29, Sincerely, [redacted]

Thank you for bringing [redacted] complaint to our attentionWe apologize for any issues she may have experiencedOur records show [redacted] ordered service through a third-party authorized ViaSat sales agent on January 9, 2015, at which time she elected ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeIt is our goal to provide customer with the best internet experience possible However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment Speeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internet Some of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may vary This is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Service speeds once a customer goes over their data allowance are even more variable as disclosed in its Customer Agreement and at the point of sale Liberty Pass speeds will vary based on the time of day and your geographic location, and may be extremely slow when the network is busy, typically in the evening hours (about 5:p.m.- 2:a.mlocal time), which may greatly impair a customer’s ability to use the internetLiberty Pass users will receive lower priority on our network than subscribers who have not exceeded their data allowance or other data threshold, which will likely cause Liberty Pass users to experience slower speeds during periods of congestion than subscribers who have not exceeded their monthly data allowance or usage thresholdOur records show [redacted] has utilized GB of data for this billing periodHeavier users of Liberty Pass will experience slower speeds than lighter usersCustomers may experience these slower speeds by their connection “timing out” when attempting to visit websites or download and stream contentThe use of multiple devices with our service also has an impact on speeds and will result in web pages failing to load Our records show [redacted] has devices connected to the networkWhile we strive to provide customers with 1-Mbps speeds when using Liberty Pass, when the network is busy, typically in the evening hours, we cannot guarantee that we can continue to provide these speeds We’ve verified [redacted] speed changes are not the result of a technical issue with her equipmentWe apologize that your experience with Liberty Pass has changed over the past few monthsIf the Liberty GB plan is not a sufficient plan for [redacted] ***, ViaSat’s Exede service plans are available in her areaThe Exede plans provide customers with download speeds up to Mbps and upload speeds up to MbpsThe following plans are currently available to [redacted] ***: • Exede 10GB - $a month, plus applicable taxes and a $monthly equipment lease fee• Exede 15GB - $ a month, plus applicable taxes and a $monthly equipment lease fee• Exede 25GB - $ a month, plus applicable taxes and a $monthly equipment lease fee.If [redacted] would like to transition her service to a plan that better meets her needs, or would like to review her data usage, she may contact ViaSat’s 24-hour Customer Service Department at 1-855-463-Thank you for the opportunity to respond

As stated in ViaSat's previous reply, ViaSat is unable to provide Ms [redacted] with the detailed records she's requestWe apologize for any inconvenience this may cause her to experienceIn order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, If Ms [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityWe also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage If Ms [redacted] wishes to disconnect her account, she may contact ViaSat's 24-hour Customer Service Department at ###-###-#### Thank you Complaint Response Date bumped because: Data Base Migration

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, Jerald [redacted]

Complaint: [redacted] I am rejecting this response because: The main reason for this is that we moved with no cost that is correct in their way , BUT the cost for US actually is way higher with the Month Contract = almost $, which is outragious,Yes I can cancel and pay the early termination fee, but we actually did not want to cancel, we just wanted to MOVE and finish our obligations we had with Exede Like I said in my previous message is we want to finish our old agreement we had, we felt we are forced to agree to sign the new contract because if we did NOT we had to pay a early termination feeSo we chose for the first option as I don't agree with both, because both options are unfair because both options you run in a closed doorSo I expect a solution as explained in my first message which is fair and stated belowfinish our previous agreementwaive the early termination fees from our previous contractI know you can because Exede broke our previous contract with no trouble.The contract we agreed to was bond to a person, not the adress unless Exede can explain to me why I had to sign a new contract and terminated the contract we both agreed to previously Sincerely, [redacted]

Thank you for bringing Ms [redacted] 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 Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations Each of these points is also addressed in the Customer Agreement signed by Ms [redacted] on December 7, and available at exede.com/legalAn account cannot be established without the customer's electronic signatureWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Ms [redacted] called ViaSat on December 8, as she was unsatisfied with her services since the time of installation and was under the impression that she would be receiving a modemDue to this information, Ms [redacted] account was disconnectedHowever, Ms [redacted] was advised of the early termination fees that would apply Given the short amount of time Ms [redacted] ViaSat account was active and in order to bring this complaint to a resolution, ViaSat will agree to waive the pending charge of $If Ms [redacted] returns all leased equipment, no further charges shall occur from ViaSat Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWE apologize for any confusion or frustration this situation might have caused On August 20, 2016, Mr [redacted] ’s ViaSat account was charged $for failure to return the leased modemViaSat received a call from Mr [redacted] on August 21, to discuss this chargeDuring his conversation with the representative Mr [redacted] was informed that the charge occurred due to our failure to receive the leased modemCustomers 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, per the Customer Agreement. A [redacted] box with a prepaid return shipping label is delivered to their home address within a week after their disconnection, and it includes return instructions In order to bring resolution to this complaint, ViaSat has issued a refund to the payment method on file for the $collected on August 20, Mr [redacted] should receive the refund in three to five business days Thank you for the opportunity to respond

Revdex.com:I am pleased with their responsethank you for dealing with me in a timely matter 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 brining Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion this situation might have caused The Customer Agreement provided to each new customer, and signed by Ms [redacted] on December 17, 2016, 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 termAn account cannot be established without the customer’s electronic signatureOn March 13, 2017, Ms [redacted] contacted ViaSat to request information regarding the billing of her ViaSat account as she stated that the account was to be disconnected in February; however, at that time, ViaSat has not received any contact from Ms [redacted] During this conversation, the ViaSat representative, Ms [redacted] was educated on the disconnection process and equipment return policyPer her request, the ViaSat account was disconnected On March 20, 2017, ViaSat collected $from Ms [redacted] for the applicable early termination fees and on March 21, 2017, she contacted ViaSat to request information regarding the chargesDuring this conversation, Ms [redacted] was educated that the charges were valid In order to bring resolution to this complaint and due to the short amount of time Ms [redacted] ’s account was active, ViaSat will agree to refund the $collected on March 20, The refund of $was issued to the payment method on file and should be received within three to five business days.? Additionally, Ms [redacted] is responsible for returning ViaSat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement.? A 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 instructionsThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Thank you for bringing Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused On [redacted] 25, the ViaSat account XXXXXXXXX was created and a onetime payment of $was collected for the activation feesHowever, this account was cancelled in flight, and the refund of $was issued to the payment method on file The following day, [redacted] 26, 2015, a new ViaSat account was created and ViaSat attempted to collect the activation fee of $99.99; however, this payment failedOn June 1, ViaSat attempted to collect $($activation fee and $monthly plan), but the payment failedOn June 8, Mrs [redacted] made a onetime payment of $64.40; however, this did not bring the account current and left a balance of $ On June 11, Mrs [redacted] contacted ViaSat to discuss their current billing situationViaSat's customer service representative advised Mrs [redacted] that a duplicate payment for the activation had been collected, and a refund of $was issued back to the payment method on fileHowever, this information provided to Mrs [redacted] was incorrect as the $payment failedWhen the $refund was issued back to Mrs [redacted] 's account it left a balance owed of $ Nevertheless, as a gesture of good faith, ViaSat's customer service representative issued a goodwill credit for the past due balance of $to Mrs [redacted] 's' accountAs no billing errors occurred on ViaSat's end we are unwilling to disconnect Mrs [redacted] 's account with waiver of the early termination feesCurrently, Mrs [redacted] 's ViaSat account has an additional credit of $The next monthly bill will be due on July 1, We have included Mrs [redacted] 's monthly bill for review Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is a shame that I had to file a complaint with Revdex.com in order to have someone explain my billThough I never received the bill that was said to be included, my statement was (standard) mailed to me, and my Exede account has finally been updated I do think it is worth mentioning the reason our "payment failed"This was due to the fact that Exede had another customer's payment information on our account, not because we defaulted on our paymentWe have paid Exede every penny that has been asked of us Exede/Viasat has provided us with the worst customer service experience we have ever encounteredWe would not recommend them to anyone I would not go so far as to say that no billing errors have occurred on Exede's end, but I have been given my statements as requestedShould this dilemma arise again, I expect to revisit this option to terminate my contract penalty-freeIt should not take hours worth of phone calls and a complaint with Revdex.com just to get an explanation for billing

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ Thank you for bringing Mr***'s complaint to our attention At the time of sale, customers are made aware of ViaSat's 24-month minimum service commitment, early termination fees, Data Allowance Policy, and that the service speeds are no guaranteed and may varyEach of these points is addressed in the Customer Agreement, signed by Mr [redacted] on September 3, and available at exede.com/legal Mr [redacted] is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, day-to-day activity, and the number of devices connected to a customer's in-home networkDuring "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 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 customers Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers 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 may 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 Mr [redacted] contacted ViaSat on September 14, because he was experiencing slow speedsDuring this conversation, the ViaSat representative reviewed the diagnostics from Mr***'s modem, and advised that there was an error with his throughput that was possibly impacting his speedsAfter some troubleshooting on the representative's end, the issue was resolvedThe representative also reviewed ViaSat's Data Allowance Policy with Mr***, and provided him with a breakdown of his usage and high usage daysMr [redacted] was provided with GB of free additional data as a courtesy at this time On September 15, 2015, Mr [redacted] exceeded his monthly data allowance and the extra data provided to him; pursuant to the Data Allowance Policy, he speeds were slowedMr [redacted] called ViaSat again on September 17, because he was unhappy with the serviceAt this time, Mr [redacted] asked if ViaSat provided a 30-day grace period, and was accurately advised that ViaSat did not offer a trial period for its servicesOnce again, Mr [redacted] was given a breakdown of his data usage and the Data Allowance Policy, and was provided with tips on how he could manage his data through the monthThe ViaSat representative provided Mr [redacted] with GB of free additional data as a one-time courtesy ViaSat received another call from Mr [redacted] on September 25, regarding his service speeds and monthly data allowanceDuring this conversation, Mr [redacted] asked if he could be supplied with additional data because he was about to exceed the GB of data he'd been providedThe ViaSat representative educated Mr [redacted] that he could purchase additional data on an as-needed basis through ViaSat's Buy More optionWhen Mr [redacted] explained that he was receiving slow speeds during the evening hours, it was explained to him that the service would be slow during peak times ViaSat does not agree to waive Mr***'s early termination fees in full if he chooses to move forward with the disconnection of the serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the early termination fees if Mr [redacted] disconnections prior to November 4, Mr [redacted] will be responsible for returning ViaSat's modem and transceiver within days after the disconnection of his account, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement If Mr [redacted] would like to disconnection his account with half of his early termination fees waived, 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, 8, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their offer to waive half the termination fee to discontinue their internet service to meThat means they will only charge $for termination and that they will reply to me via email that they will send out a technician to remove the transceiver in a timely fashion (within weeks) so I am not charged $for their negligence to remove it on time