ViaSat

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

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 meI will be terminating service on 4/9/to make sure it is cancelled by 4/12/17!? Sincerely, [redacted] ?

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat's customer service department on April 14, to request the disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised of the leased equipment return policy, and potential charges should the equipment not be received by ViaSat in days from the date of disconnection Customers are responsible for returning ViaSat's modem and transceiver after account disconnection or they will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementMr [redacted] was charged an unreturned equipment fee of $on June 13, 2015, per the Customer Agreement signed by Mr [redacted] on June 7, The tracking number associated with Mr [redacted] 's account (1ZAFXXXXXXXXXXXXXX) shows on UPS.com that the prepaid shipping labels and boxes were returned to ViaSat on May 14, after three attempts to deliver to his locationIf Mr [redacted] has an alternate tracking number he can provide ViaSat is willing to refund the equipment charges of $once returned Again, we apologize for any confusion this situation may have caused; however, ViaSat has not received Mr [redacted] 's leased ViaSat equipmentTherefore, we are unwilling to issue a refund until a tracking number can be provided showing the return of the leased equipment Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe that ViaSat as an organization does not have its records in order in this matter They allege that I never received a box with which to return the equipment A return box was delivered to me - not in East Alton, IL, as the tracking number provided in its most recent response details, but in Grafton, IL I can describe the box I received I contained a second, return label that could be (and was) affixed over the top of the first label It also contained foam padding with three cutout areas - one for the charger, one for the modem, and one for the transceiver It also contained an informational flyer printed on glossy paper that when folded out measured around 18" x 18" Orange was a prominent color on the flyer The return address was to somewhere in Colorado I deposited said package, with the new label affixed, at my place of work, into the hands of a UPS deliveryman Viasat may have its records wrong They may have lost the package I'm even willing to grant that, however unlikely, UPS may have lost the package Their stance that my inability to produce a tracking number should preclude the recovery of my money, however, looks to me to be simple, old-fashioned stonewalling Whatever to exact cause of this confusion, the problem here seems to lie in their system of handling returned equipment Their unwillingness to take responsibility for their system's limitations (most charitably) or its failures (less, but not least, charitably) constitutes an unsatisfactory response Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We understand Mr [redacted] 's position, and per ViaSat's previous response the tracking number (1ZAFXXXXXXXXXXXXXX) was supplied to Mr [redacted] to return the leased equipmentHowever, East Alton, IL was the last known location of this packageGiven the information provided by Mr [redacted] and our understanding that this package may have been lost by UPS, ViaSat will agree to refund the charges for failure to return the leased equipment of $This refund was issued to Mr [redacted] 's payment method on file as of August 24, and should be received by him within three to five business daysThank you!

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 ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by [redacted] on June 15, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to her satisfaction. ViaSat understands that the service is not going to meet [redacted] needs or expectationsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account when [redacted] is ready to disconnect [redacted] can call customer service at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Ms [redacted] ’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused herAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsCustomers are also made aware of the month contract with their welcome letter that they receiveNo account can be provisioned and activated without the customer signing the customer agreementMs [redacted] signed the customer agreement on February 13, The early termination fees will remain valid on the account as Ms [redacted] disconnected the account prior to the month agreementThank you for allowing ViaSat 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 Mr [redacted] complaint to our attention.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on January 7, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Our records show Mr [redacted] purchased Viasat’s Unlimited Bronze Mbps service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the above points at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeDue to promotional pricing, Mr [redacted] was receiving a $credit for the first three months of his service planThus, his first bill that generated on January 8, was in the amount of $63.29. Viasat received no contact from Mr [redacted] until January 25, 2018, when he requested a disconnection of his Viasat servicesMr [redacted] stated that the representative that sold him the service misrepresented the cost and the contractMr [redacted] requested to future date his disconnect for February 7, 2018, which was successfully requested. Mr [redacted] contacted Viasat on January 31, to again request the disconnection of his servicesThe Viasat representative assisted him in requesting the disconnection the same day and the disconnection was successfully processed. On February 8, 2018, Mr [redacted] account was charged in the amount of $for early termination feesMr [redacted] contacted Viasat on February 12, to dispute the charge, and stated that the retailer he had bought service from had been dishonest about pricingWe apologize for any inconvenience this may have caused Mr***.In order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees charged to Mr [redacted] due to the misinformation that he receivedThis refund will be in the amount of $172.23, and Mr [redacted] should see the refund within the next three to five business days. If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for 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***’s complaint to our attention Mr [redacted] was receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeAs Mr [redacted] ordered service during a promotional period, he was receiving a discount of $off his bill per month for the first three months, and the EasyCare program at no charge for the same length of time The Customer Agreement provided to each new customer, and signed by [redacted] on March7, also available at [redacted] , commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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 Latency occurs with satellite-based internet service because it takes time for a signal to travel to and from the satellite “Ping” times will vary, but Viasat’s web acceleration technology compensates for this to make the web browsing experience faster and more responsive For the vast majority of internet uses latency has no affect Latency can have an impact on games and virtual provide networks, however Viasat discloses at the time of sale that some games and virtual private networks may perform very poorly and that some may not work at all Our records show that Mr***’s service was installed on March 7, He called Viasat the same day requesting a disconnection of service due to latency for online gaming stating it was too slowThe Viasat representative advised Mr [redacted] of the early termination fees; however, as Mr [redacted] was disputing the early termination fees, the Viasat representative escalated a request to have the fees waived due to Mr***’s short term as a Viasat subscriberMr [redacted] was informed and acknowledged that the waiver was not guaranteed and could be rejected The early termination fee waiver was rejected on March 9, due to customer not allowing trouble shooting or a service call to resolve Mr***’s issuesMr [redacted] was charged early termination fees on March 9, of $ Mr [redacted] called Viasat again on March 9, requesting a refund for the early termination feesAt this time, Viasat representative advised Mr [redacted] that the early termination fee waiver had been rejected, and transferred Mr***’s call to a supervisor, per his requestThe Viasat supervisor advised Mr [redacted] that Viasat would not refund his early termination fees As resolution to this complaint and in consideration of Mr***’s short term as a Viasat subscriber, Viasat has issued a refund for the early termination fees of $to Mr***’s account as of March 14, Mr [redacted] should be advised that it may take three to five (to 5) business days for him to see the amount deposited into the account Thank you for the opportunity to respond

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

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

Complaint: [redacted] I am rejecting this response because: I do not have their transceiver and modem,I Had to go buy a router when their technician was installing this service at my home..I have been moved from [redacted] for over years now!If they had wanted anything back then they should have told me that when I called them to cancel he first time.I did not sign a year contact,I have paid them years for service I wasn't receiving and I WILL NOT pay them another dime!.If they charge my credit card again.or send me another threatening letter or do anything other than leave me alone? I will contact my lawyer!..Once again,I DO NOT have any equipment that they say belongs to them,and I will not pay for something I DO NOT owe 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

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

Complaint: [redacted] I am rejecting this response because:I [redacted] retrieved my refund from Visat I requested that they put the refund on an other card which was a prepaid card instead of them using my another due to them charging my card without my permissionThis company is refusing to verify the refunds to greendot that they are valid so there is a block on my card due to three refunds being made back to back I talked to [redacted] at Valsat he refuses to verify to greendot these charges are valid so my card is blocked until Valsat contact them to give the information greendot is requiring which is the original receipt from all refunds which was issued? ? Sincerely, [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]

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedViaSat shows that Mr [redacted] contacted our customer service department on September 2, concerning his email issuesAt that time ViaSat was in the middle of migrating emails which could have caused the issue that Mr [redacted] was experiencingOn September 2, ViaSat shows that Mr [redacted] did confirm that he was able to login and see his emails at that time; however, Mr [redacted] soon called back experiencing the same issueViaSat did speak with Mr [redacted] on December 10, and advised that nothing was escalated to our Synacor team that handles these issues so while on the phone our agent did escalate the issue to Synacor and advised MrBuldoc that we should have a response within 24-business hoursViaSat has also escalated this case internally and Mr [redacted] should have an answer with 24-business hoursThank you for allowing ViaSat the opportunity to respond

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