ViaSat

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I also feel I should be reimbursed for the in over daft fees due to the amount charged caused me to exceed my account.I have requested a return box multiple time please provide me with one so I can return this equipment or an address so I can mail with the bill for the cost of shipping Sincerely, [redacted]

Thank you for bringing [redacted] ***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of disconnection [redacted] was read the disclosures which included returning the equipment [redacted] was responsible for returning ViaSat’s modem and transceiver within days after disconnection, or he would 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 was delivered to his home address within a week after his disconnection, and it included return instructionsViaSat charged [redacted] ***’s account $on June 12, for the non-returned equipmentOn June 15, the credit for the modem was placed on the account leaving just the tria as unpaidIn order to arrive at a resolution ViaSat has agreed to remove the full charge of $from the account leaving [redacted] with a zero ($0) balanceThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionThe Customer Agreement provided to each new customer, and signed by Mr [redacted] on May 13, 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 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 Mr [redacted] disconnected his Viasat service on June 8, On August 4, 2016, Viasat received an Attorney General complaint from Mr [redacted] disputing his early termination fees In resolution, Viasat agreed to waive half the early termination fees on August 18, Mr [redacted] called on March 16, about being contacted by a collection agency for a payment that he stated he had already made in the amount of $on September 23, The representative escalated the issue to the Finance department for investigationFinance stated that there was a refund processed inadvertently to Mr [redacted] on $on October 25, This caused the $to remain due and, therefore, Mr [redacted] was not removed from collections Mr [redacted] called on March 29, to speak to a supervisor about the collections balance of $ At this time, Mr [redacted] was informed that the balance due was valid because he had been erroneously refunded.In resolution to this complaint, Viasat has waived the balance due of $and removed his account from collections Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms [redacted] is currently receiving ViaSat’s Exede FGB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps The Customer Agreement, signed by Ms [redacted] on November 10, and available at [redacted] , advises that ViaSat does not guarantee the service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe Customer Agreement also advises that service speeds may vary and are not guaranteedDue 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 Our records show Ms [redacted] has contacted ViaSat numerous times since July 28, in regards to connectivity issues and slow speedsEach time, she has been guided through troubleshootingIt has also been determined on many occasions that Ms [redacted] is receiving speeds within or well above ViaSat’s advertised rangeShe has also been educated that the use of multiple devices will degrade the speed of service, and that network congestion can impact her experienceDuring this time period, Ms [redacted] has been provided with $goodwill credits, in total Network congestion occurs when many subscribers are on the network at the same time, and may intermittently impact web browsing and service speeds of subscribers in the affected spot beam areaDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the Exede networkViaSat tends to have more customers utilizing the network during peak times, about 5:PM to 2:AM, local time, but may vary depending on the area On August 29, 2016, Ms [redacted] called ViaSat in regards to issues she was experiencing with specific websites, the speed of her service, and her service connectionDuring this conversation, the ViaSat representative directed Ms [redacted] to directly connect her modem to her computer, after which it was determined that she was giving speeds well above ViaSat’s advertised rangeWhen the representative offered Ms [redacted] further troubleshooting for her other issues, she declined and requested to speak to a supervisor, at which time her call was transferred accordingly for further assistance During her conversation with the ViaSat supervisor, Ms [redacted] was offered the opportunity to troubleshoot further with ViaSat’s Technical Escalations department, but she declinedWhen she asked for a service call at no cost, she was advised that service calls were chargeable ViaSat received an email from Ms [redacted] on October 14, regarding her inability to receive emails through outlook.com on her computerIn response, it was recommended that she call into ViaSat’s Customer Service Department for assistance, as troubleshooting could not be provided over emailViaSat’s Customer Service representatives are available by telephone hours a day, days a week Hold times vary depending on call volume We apologize if Ms [redacted] feels she could not reach a ViaSat agent in a timely manner If Ms [redacted] is experiencing an issue accessing a specific website, we recommend she call into ViaSat’s 24-hour Customer Service Department at ###-###-#### for advanced troubleshooting and assistance ViaSat does not agree to issue Ms [redacted] a refund for all amounts paid from July to October as she has been using the serviceAs resolution to this issue, ViaSat will provide her with one month of free service Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Ms [redacted] has been experiencing phone/internet issues and is unable to call into customer care to have the issues fixedViaSat has placed an open order with their phone experts to have someone reach Ms [redacted] to correct the issuesShould Ms [redacted] need an alternative phone number for technical issues she can contact Customer Care at ###-###-####Due to the inconvenience ViaSat has placed a refund of $back to Ms***’s payment method on file and she will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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 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] ’s electronic signature on the Customer Agreement dated June 28, Each customer has access to ViaSat’s Customer Agreement at [redacted] New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation Our records show Ms [redacted] called ViaSat three times on July 8, During her initially call, Ms [redacted] advised that she was experiencing slow speedsAt this time, the ViaSat representative reviewed Ms [redacted] ’s account and informed her that she had exceeded her monthly Priority Data and had subsequently been slowed, pursuant to ViaSat’s Data Allowance PolicyThe ViaSat representative also advised Ms [redacted] that she could transition her service to a plan that offered more data, purchase additional data through ViaSat’s Buy More program, or have a one-time removal from restriction processed on her accountThe ViaSat representative also assisted Ms [redacted] with setting up her online Customer Portal at myexede.net Ms [redacted] transitioned her service from ViaSat’s Liberty GB plan to the Liberty GB plan During Ms [redacted] ’s second call with ViaSat, Ms [redacted] expressed concerns that she was seeing a discrepancy in her speeds between her home and work computersAt this time, it was determined that Ms [redacted] ’s slow speeds on her work computer were because she was using the service through a VPN clientThe ViaSat accurately advised Ms [redacted] that ViaSat does not recommend the use of virtual private network (VPNs) or remote computer access applications with ViaSat’s serviceVirtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all At this time, Ms [redacted] asked to disconnect, at which time she was reminded of the applicable early termination feesViaSat does not provide a grace period for its services Ms [redacted] called a third time later to speak to a supervisorDuring her conversation with the ViaSat supervisor, Ms [redacted] was once again advised that the early termination fees would be valid; however, the supervisor offered to waive $off the early termination feesPer her request, Ms [redacted] ’s account was disconnectedUnfortunately, the request for $off Ms [redacted] ’s early termination fees was rejected on July 9, as the full amount was considered valid On August 1, 2016, ViaSat charged Ms [redacted] $in early termination fees ($343.06) plus prorated fees based on her service plan transition ($30.97)As there was no payment method on file, this amount remained as a balance due on Ms [redacted] ’s account until August 29, 2016, at which time the account was referred to outside collections In consideration of Ms [redacted] ’s short term as a ViaSat subscriber, ViaSat will agree to waive the balance due of $This request has been escalated as of September 13, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement, signed by [redacted] on December 16, 2017, advises that Viasat will not provide a pro-rated refund for any prepaid fees regardless of when the service is terminatedThe Customer Agreement also 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.Our records show Ms [redacted] ordered service through DirecTV, an authorized seller of Viasat, on December 12th, 2017, at which time she elected the Liberty - Boost + Free Zone plan The DirecTV sales agent was required to make Ms [redacted] aware of these pointsWe apologize these points were not clearly communicated to Ms [redacted] at the point of sale.Ms [redacted] contacted Viasat on December 29, for help with a connectivity issueThe Viasat guided Ms [redacted] through troubleshooting, after which she was able to connect; however, Ms [redacted] advised that the speeds were slowThe Viasat representative escalated the issue to a Technical Escalations representative who assisted with troubleshooting her home network, but the use of a VPN made it necessary to have Ms [redacted] contact her personal technician Ms [redacted] contacted Viasat on March 28, to disconnect her serviceThe Viasat representative informed Ms [redacted] of the disconnection disclosures, including the early termination fees, and processed her request In resolution to this complaint, Viasat has waived the early termination fees from Mr [redacted] account as of April 18, Viasat has also provided a $refund for monthly service to Ms [redacted] payment method on file Ms [redacted] should be advised that it make take three to five business days for her to see it deposited into her account Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I have had this service at two locations since 2012. I loved the service until June of this year. I have the service at my residence where I do not experience ANY PROBLEMS using the same laptop, same phone, etc. Hold times of more than one hour are unacceptable. Overselling service is unacceptable. I am not asking for a refund of both my properties, I am asking for a refund on one account. Websites, emails and posts take additional time to load because of the providers admitted congestionI run out of bandwidth very rapidly because of this congestion, as things just spin and spin, do not load, until they time out. For almost years I rarely ran over my bandwidth allotment. Since this problem started, I run out of my bandwidth every month. This tells me that something is seriously wrong! I have been through Tier and Tier Escalation, provided by Viasat. Each time I go through their process, the rep on the other end of the phone admits there is a problem somewhere with my equipment. The last Tier rep was from the Philippines and checked my modem, password, router - we even changed my router password. I experienced the same problems, delay, timing out, and loss of service while working with that Tech. He said there is nothing wrong with my equipment, but with the service. The first Technician to come out brought a new modem. It did not fix the problem. He suggested a new "Trea/Tria"? Second technician did not have one on his truck and told me there has been a large demand for them and there were none in stock! As a year customer, with accounts, that pays my bill through auto-draft, (which is required by the provider), I have been treated poorly and unfairly. New customers are signing up and getting equipment that existing customers cannot get! I have paid almost $8,over the last years and am being treated like a red headed step child. Viasat claims they have a new satellite going up in January, but service until then will be congested. I feel a refund of months is in order, on one account, and once the "new satellite" is operational, service may get better. The only negotiation I will make is for months refund, or free service and a new tria/trea installed at providers expense. Thank you Sincerely, [redacted] ***

Complaint: [redacted] TThey never provided Service as agreed by contractThey never honored their contract so it was cancelled I am rejecting this response because: Sincerely, [redacted]

As stated in ViaSat’s previous reply, Mr [redacted] ‘s Exede Liberty service plan provides GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads Pursuant to ViaSat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by [redacted] on May 25, At the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the area Customers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their area ViaSat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViaSat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through ViaSat’s data usage meter available at www.myexede.net As of today, August 11, 2017, Mr [redacted] has used GB of his GB planMajority of this usage was consumed by web browning, and mediaIf Mr [redacted] continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity In response to this complaint, and as a gesture of good faith, ViaSat agrees to disconnect Mr [redacted] ’s account with waiver of half the applicable early termination feesViaSat does not agree to waive these fees in their entiretyIf Mr [redacted] wishes to disconnect his account with waiver of half the early termination fees, please have him contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:ViaSat/EXEDE/WILD BLUE response is incorrectly statedI finally got an apology at leastAs a new customer, it would be safe to assume that all calls to "customer care representatives" shouldn't have to be documented by the customerEspecially in less than a year! We did call several timesThe call process is time consuming with no results & rude customer representatives Every time we had an issue, we also contacted [redacted] the Regional Sales Manager & our installer I dealt with [redacted] a LOT, because of the numerous connectivity issues since installation [redacted] is a great guy who I respect for his continued support of EXEDE [redacted] the ONLY reason we switched from [redacted] & have tried to hang in there through the issues [redacted] is also aware of our contact with customer service & how poorly we were treatedHe apologized on behalf of his company every timeWe are a nice family & business ownersThe emotional toll has been taxingThe company's policy of "does not guarantee service to be uninterrupted or error free" is not what we were promised by *** As of yesterday, We are back with [redacted] *** [redacted] came by today & took the EXEDE'S satellite downWe parted ways the way ViaSat should with usProfessionally! We've paid enough! We've spent enough time & energy on this company! We want OUT of our contract without ANY penalties & last month's bill to be reimbursed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Please do not try to deescalate the situation based on the fact that my account is currently in Liberty PassIF YOU HAD READ the notes on the account, you would see that the speed is staying slow regardless of Liberty Pass or being within our data! While I realize there are "many variables" that can affect speed, there was no issue with our service until the last months! If this were an issue with our computer or other equipment, it would have been going on for the last years, NOT JUST the last months ONLY! It is OBVIOUS there is an underlying issue here that for some reason you are unwilling to investigate and resolve! Sincerely, [redacted]

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 made aware of ViaSat’s month minimum service term commitment and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on November 27, and available at exede.com/legalViaSat understands that the services were not meeting Mr [redacted] ’s needs or expectationsIn order to arrive at a resolution ViaSat has adjusted off the balance of $These charges were for early termination fees and services usedAt this time Mr [redacted] has a $balance and the account has been disconnectedThank 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, [redacted] ?

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement, signed by Ms [redacted] on February 25, and available at exede.com/legal, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountMs [redacted] called ViaSat on her bill cycle date of May 8, to disconnect; however, ViaSat had already placed for the charge of $to be withdrawn from her accountIn order to arrive at a resolution ViaSat has issued a refund of the $back to Ms [redacted] ’s payment methodThis refund will process and show back in Ms [redacted] ’s account within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] response to ViaSat’s attentionViaSat has never received any cancellation from Ms [redacted] financial institution regarding the chargebackThis balance has been valid since the time this chargeback took placeWe apologize for any confusion this may have caused Ms [redacted] In order to arrive at a resolution ViaSat has agreed to remove the charge of $from collections and have the account removed as wellViaSat will handle the chargeback directly with Ms [redacted] financial institutionThank you for allowing ViaSat the opportunity to respond

Thank your for waiving the early termination feeI will return the equipment as quickly as possibleI have rejected the response in an effort to maintain contact with Via Sat and to confirm the equipment is received on your end and I'm not subsequently charged anything additionalI will also follow up with my bank to obtain the rolling account information previously requestedThank you for your helpSL Complaint: [redacted] I am rejecting this response because: Sincerely, Shan Lawson

Complaint: [redacted] I am rejecting this response because: the response from VIASAT does not provide an explanation as to how 25gb of data is utilized in 6 days fo the 28 day cycle when all background usage is set to low / moderate streaming as I was instructed to do so by VIASAT. I stream all day every day on my phone on it's own network and barley use 6GB of data and the streaming quality is High Definition. I am not happy with my service and paying $100.00 a month for a service that can not sustain 2 hours of streaming every other day using low quality streaming at that thru amazon fire tv a day is pathetic. I want to cancel my account with ViaSat and I feel that I should not have to pay $150.00 to cancel based on not having any internet for a month only during the hours of 3am-6am when I am sleeping. Yes there is liberty pass which does not work a circle is on the screen and nothing plays as it is such poor quality. I am more than happy to pay my bill for services utilized but not $150.00 to cancel the piece of crap service for future use. Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to our attention.The Customer Agreement, signed by Mr [redacted] on March 23, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Each customer has access to Viasat’s Customer Agreement at exede.com/legal. New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installation. The Customer Agreement, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term. 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.Per the Customer Agreement, “this agreement is made in the State of ColoradoThis Agreement and all of the parties’ respective rights and duties, including, without limitation, claims for violation of state consumer protection laws, unfair competition laws, and any claims in tort shall be governed by and construed in accordance with the laws of the State of Colorado, in the United States, excluding conflicts of law provisions.”On April 13, 2018, Mr [redacted] contacted Viasat to request the disconnection of his Viasat services due to slow speedsA Viasat representative offered to assist Mr [redacted] with troubleshooting, but Mr [redacted] declined the offerAt the time, Mr [redacted] chose not to continue with the disconnection due to filing a complaint against his Viasat authorized dealer, stating that he was advised there was no contract. On April 24, 2018, Mr [redacted] contacted Viasat to request the disconnection of his Viasat servicesA Viasat representative assisted Mr [redacted] in checking the complaint against his dealer, who had advised that Mr [redacted] had been informed about the contractThe Viasat representative offered to schedule a service call for Mr [redacted] to confirm that services were not working, which Mr [redacted] accepted. On the same day, Mr [redacted] monthly billing had generated in the amount of $for services billed in advanceDue to having no valid payment method on file, Viasat was unsuccessful in taking the amount dueAs there was no payment made by May 4, 2018, Mr [redacted] services went into suspended statusAt this time, the service call that had been created was also systematically cancelled. On May 18, 2018, Mr [redacted] contacted Viasat multiple times in regards to receiving a letter about his Viasat servicesHe was advised by a Viasat representative that his services had been suspended due to nonpayment of his billingThe Viasat representative offered Mr [redacted] a $goodwill credit to reduce the amount Mr [redacted] would have to pay to resume his service in order to schedule a new service callMr [redacted] requested to speak to a supervisory Viasat representative, and was transferred to Viasat’s Corporate Resolution Team (CRT) per escalation processThe CRT representative attempted to assist Mr [redacted] with troubleshooting his equipment, and advised him that if the balance was paid to under $30.00, the service could be resumedHowever, due to abusive behavior, the CRT representative ended the call. In resolution to this complaint and in an offer of goodwill, Viasat would like to offer to waive half of Mr [redacted] early termination fee balance should he choose to disconnectIf 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

Complaint: [redacted] I am rejecting this response because: I'm talking about the deposit I gave them of $60.92, that they took twice and only refunded Waiting on bank statementI already talked to them in which how ik it was taken twiceSo where's my 11st deposit if was paid back? Sincerely, [redacted]