ViaSat

Complaint: [redacted] I am rejecting this response because: I have not been able to contact their customer service after reading their last response due to a high volume of waiting callsWhile I appreciate their offer, Exede has still not answered my questionsPerhaps much of this could be avoided if they were upfront with me and have the information available or answer my questions hereOn 1/I lost 6Gb of data, no one was home, One update did take place but is was less that 11mb fileI had place a call to customer service at that time, and was told it was likely a Apple productThe only Apple that I have is an IPod with only 1GB of space left on it, it has not updated, it is on manual update, and requires 3Gb of space available to update. What is an acceptable speed during unrestricted data (12Mps)?What is an acceptable speed during restricted data (Classic Exede Plan)Why am I losing data (per their own graphs) while my modem and router are unplugged? Sincerely, [redacted]

Thank you for bringing [redacted] ’ complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused [redacted] is currently receiving ViaSat’s Freedom plan for $a month plus the $equipment lease feeThis service plan provides GB of usage and speeds up to Mbps download and Mbps upload It is our goal to provide you with the best internet experience possibleHowever, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, ViaSat cannot guarantee any particular speed to youViaSat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedViaSat has checked [redacted] ’ service levels and everything is coming back greenViaSat ran a speed test today July 7, at 3:PM her time and it came back with speeds at Mbps download and upload which is above the speeds for that service planViaSat did launch a new satellite in June 2017; however, these services will not be available until late early At this time we have no further information regarding the new satelliteViaSat understands that the service may not be meeting [redacted] ’ needs or expectations and that she may wish to disconnect the servicesShould [redacted] wish to disconnect the services ViaSat will agree to waive the early termination fees from the accountSince the services have been used there will be no refunds issuedThank you for allowing ViaSat 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 made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on February 4, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat understands that the service is not meeting Mr [redacted] ’s needs or expectations and he wishes to disconnect the accountIn order to arrive at a resolution and due to the length of time the service has been active ViaSat is willing to waive the early termination fees should Mr [redacted] wish to disconnectMr [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respondTell us why here

Our records show Mr [redacted] is currently receiving Viasat’s Liberty - WiFi service plan at $a month, plus Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeMr [redacted] ’ Liberty service plan provides GB 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 Mr [redacted] on August 18, 2017.The Customer Agreement also states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Customers may view their billing statements and billing cycle date on account.viasat.com, or contact Viasat’s 24-hour Customer Care with any questions.Our records show Mr [redacted] purchased Viasat’s Liberty - WiFi service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of these points regarding their billing at the time of saleWe apologize if these points were not communicated to Mr [redacted] at the point of sale.Mr [redacted] ’ first monthly billing, generated on August 20, 2017, came to the total of $80.38, as there were prorated charges for service provided before billingViasat was unsuccessful in taking Mr [redacted] ’ payment due the payment failingOn September 9, 2017, Mr [redacted] contacted Viasat to request more information about his billingAt that time, a Viasat representative advised him of his billing charges and plan detailsMr [redacted] contacted Viasat a second time that day to confirm the billing charges and request information on an upcoming bill. On March 5, 2018, Mr [redacted] contacted Viasat to request information on his billingA Viasat representative assisted him in giving him the details of his billing, and advised that all billing was correct. On both March 23, 2018, and April 6, 2018, Mr [redacted] contacted Viasat in regards to his billingHe was again given the details of his billing by Viasat representatives. At this time, Viasat believes that all appropriate actions have been taken, and does not agree to credit Mr [redacted] for the remainder of his contractIf 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.

Initial Business Response / [redacted] (1000, 5, 2015/06/04) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any issue she [redacted] have experienced with ViaSat's Data Allowance Policy 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is addressed on the first page of the Customer Agreement, signed by Mike [redacted] , the account holder, on April 28, and also available at exede.com/legalPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageThe 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 [redacted] 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 At the time of sale, customers are made aware of ViaSat's equipment lease requirementsThis point is also addressed in the Customer AgreementWhen ordering service, customers are given the opportunity to select one of the following equipment lease plans available: Monthly Lease Fee - Requires the customer to pay $a month for their leased equipment Prepaid Lease Fee - Requires the customer to pay a one-time upfront fee of $199.99, with no additional monthly fee for the 24-month minimum service termAt the end of the 24-month minimum service term, the prepaid lease fee expires, and the customer is charged the monthly lease fee of $a month for the remainder of their time with ViaSat Review of the account shows that the $monthly lease fee was selected at the point of sale Ms [redacted] contacted ViaSat via online chat on [redacted] 12, because she had reached 70% of her dataDuring this conversation, the ViaSat representative advised Ms [redacted] that her usage had gone towards web browsing, file sharing (e.g., BitTorrent, peer-to-peer sharing, etc.), and media (e.g., Netflix, YouTube, Spotify, music or audio downloads, etc.)When Ms [redacted] inquired about disconnecting, she was reminded of the signed Customer Agreement and early termination feesThe Customer Agreement obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will apply ViaSat received an email from Ms [redacted] on June 1, regarding her usageThe responding ViaSat representative reminded Ms [redacted] of the Data Allowance Policy, and advised her to call in for further information regarding her data Our review of Ms [redacted] 's account shows that her usage reset to zero on June 1, As of June 4, 2015, she has only used GB out of her GB monthly data allowance (8%)not the 80% she asserts in her complaintThe majority of this GB has gone towards file sharing, web browsing, and social media (e.g., Facebook, Twitter, etc.)Ms [redacted] currently has GB available to her for the month ViaSat does not agree to waive Ms [redacted] 's early termination fees of approximately $in full if she chooses to move forward with the disconnection of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to waive half of the charge, leaving her responsible for a charge of $ If she would like to move forward with the termination of her service, MsDicksen [redacted] 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] (3000, 7, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This sale did not go as it should have, despite what ViaSat assumesWe did not receive an email with paperwork/contract until after the install, were not informed of all details ahead of time, and misled about usageThat is neither here nor there now, as it is my word against theirs and they were not hereSo, basically I am stuck with internet for two years that is slow most of the time and that I feel I have to be afraid to really useNo one should be forced to keep a service that they just are not happy withI appreciate the offer of waiving half of the termination fee; however, I cannot afford that at all Final Business Response / [redacted] (4000, 9, 2015/06/22) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention ViaSat feels that the waiver of half off Ms [redacted] 's early termination fees of approximately $is a reasonable resolution to Ms [redacted] 's complaintMs [redacted] can move forward with the termination of her account at any time by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

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

Thank you for bringing Ms. [redacted] ’ complaint to ViaSat’s attention. We apologize for any issues she may have experienced. Our records show Ms. [redacted] was receiving ViaSat’s Liberty 18 plan at $99.99, plus applicable taxes and a $9.99 monthly lease fee. The Customer Agreement signed by Ms.... [redacted] on October 02, 2014 and available at exede.com/legal, states that ViaSat does not provide a refund for unused services regardless of when an account is disconnected On April 04, 2017, ViaSat received contact from Ms. [redacted] who requested the disconnection of her ViaSat account. During her conversation with the ViaSat representative Ms. [redacted] was educating on the disconnection disclosures including that her services would be disconnected at the time of the call. ViaSat collected $110.69 for the monthly services on April 04, 2017. ViaSat received contact from Ms. [redacted] ’ April 5, 2017, at which time she requested a refund for the monthly charges collected on April 4, 2017. During her conversation, Ms. [redacted] was informed by the ViaSat representative that per the Customer Agreement these charges were valid. In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Ms. [redacted] the monthly charges collected of $110.69 on April 4, 2017. Ms. [redacted] should receive the refund within three to five business days. If she does not, please have her contact ViaSat’s 24-hour Customer Service department at [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 caused The Customer Agreement signed by Mr [redacted] on December 19, states that all monthly fees are payable in advance. Customers are also made aware of this at the time of the sale. Regarding the charge to Mr [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service on December 20, Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale. Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] on December 19, 2016, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. Mr [redacted] contacted ViaSat on December 26, and disconnected the services as they were not meeting his needs or expectationsMr [redacted] was advised that he will need to send back the equipment in order to avoid any future chargesFailure to send back the equipment will lead to a $charge for each non-returned piece not including taxesMr [redacted] will want to use the prepaid shipping label and box that he will receive within 7-business days to send back the equipment listed in the diagram and instructionsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountViaSat will not refund the first months payment as the services were used Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any misunderstanding she may have experienced The Customer Agreement provided to each new subscriber, signed by Ms [redacted] on July 11, and also available at exede.com/legal, states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees, and states that monthly fees are payable in advanceCustomers are also made aware of this at the time of the saleRegarding the charge to Ms [redacted] 's credit card, ViaSat collected an advanced payment of $for the first month of service on July 12, Regarding the charge for which Ms [redacted] claims she was charged but not reimbursed, this was a $preauthorization charge that occurred at the point of sale to confirm that a customer has a valid payment methodViaSat does not collect this amount and immediately reverses this authorizationHowever, depending on the method of payment and policy of the customer's financial institution, it can take up to days for this hold to dropIf Ms [redacted] has not seen the hold fall off her payment method, she will need to discuss the matter with her bank Ms [redacted] called ViaSat on July 12, with a concern about her billing and the $preauthorization feeDuring this conversation, the ViaSat representative reviewed the above-provided information with Ms [redacted] , and explained the pricing for her serviceWhen Ms [redacted] advised that she'd been unaware that she'd have to have a dish installed on her roof to receive the ViaSat service, it was advised to her that having the equipment installed on a pole mount was also a viable optionThe ViaSat representative offered Ms [redacted] a discount of $off of her bill per month for monthsMs [redacted] declined and requested the disconnection of her accountWhen the ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and the applicable early termination fees, she requested to speak to a supervisorUnfortunately, the call dropped before Ms [redacted] could be transferredWe apologize for any inconvenience this may have caused her to experience ViaSat received a second call from Ms [redacted] on July 12, 2015, at which time she requested the disconnection of her accountThe ViaSat representative once again reminded Ms [redacted] of the disconnection disclosures, including the early termination feesThe ViaSat representative did not advise Ms [redacted] that the early termination fees would be waivedWhen she requested a service call for a technician to assist her with the removal of the ViaSat equipment, Ms [redacted] was advised that there would be an applicable $charge associated with the work order, and that she would still be responsible for returning ViaSat's modem and transceiver herself, per the Customer AgreementMs [redacted] understoodOur records show a ViaSat technician went out to Ms [redacted] 's home on July 18, to remove the equipment, and left the modem and transceiver with Ms [redacted] for her to returnThe equipment was returned to ViaSat on July 23, On August 12, 2015, ViaSat charged Ms [redacted] $for her early termination fees and the service call fees, but the payment failedOn August 31, 2015, this account was sent to outside collections for the unpaid balance In consideration of Ms [redacted] 's short term as a ViaSat subscriber, ViaSat will agree to remove $from the collections balanceThis is a total amount for Ms [redacted] 's early termination feesHowever, as Ms [redacted] requested service call assistance for the technician to uninstall the equipment, she is still responsible for the $charge associated with that work order Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not accepting this offer due to the fact that Viasat has collected $from my husband acct and per my conversation with the rep in regards to the service charges I told him that was their service charge fee and to remove their equipmentI am not going to pay them twice for service not renderI am requesting all charges be removed and close this accountAlso wanting this account info remove from collections and credit report Sincerely Mrs[redacted] Final Business Response / [redacted] (4000, 9, 2015/09/11) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention As previously stated, ViaSat does not agree to waive the $service call fee as Ms [redacted] requested assistance with the uninstallation of the equipmentMs [redacted] was advised of this charge when the service call was orderedOnce payment has been made for the $30.00, however, ViaSat is willing to issue Ms [redacted] a refund for the payment of $As Ms [redacted] no longer has a payment method on file, this refund will be sent via check once payment for the $has been received Thank you for the opportunity to respond

Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] on December 16, (also available at exede.com/legal)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 Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageIn July 2014, ViaSat updated the data usage meter to provide customers with a simpler view of their usage; however, ViaSat did not change the way data consumption is calculated on ViaSat's Exede networkViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile Ms [redacted] can engage in the activities described in her plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), her activities are limited by the monthly data allowance of the plan she has purchased, pursuant to the Data Allowance Policy as described above Currently, Ms [redacted] has used GB's of the 18GB's of her purchased planViaSat understands that our services are not meeting Ms***'s needs and as a gesture of good faith ViaSat will agree to disconnect the account with waiver of the applicable early termination feesHowever, Ms [redacted] is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnMs [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] to have her ViaSat account disconnected with the early termination fees waived Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/11/17) */ 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 November 12, to request the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr [redacted] was reminded of the early termination fees that would be assessed to his accountAdditionally, Mr [redacted] called ViaSat again on November 13, to request the refund of the charge collected on October 31, On November 14, ViaSat issued a refund for $to the payment method on file for this chargeMr [redacted] should have received this refund in three to five business daysGiven this information, ViaSat does not believe any further action is required Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention. The Customer Agreement signed by Ms [redacted] on June 12, 2015, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. On October 31, 2016, Ms [redacted] contacted Viasat to request a disconnection of her services since she was movingThe Viasat representative assisting her offered Ms [redacted] an opportunity to retain her services and move them, which Ms [redacted] acceptedHer plan was placed into Viasat’s Hibernation plan, which allows customers to temporarily and voluntarily suspend their services due to vacation or other circumstancesThis plan can only be applied to an account for a total of days, and if an account is not transitioned away from the vacation plan after that time limit, the account is transitioned to the lowest service plan availableThis was completed for Ms [redacted] account on May 5, as Viasat had received no contact from Ms [redacted] .On January 16, 2018, Ms [redacted] contacted Viasat to request a disconnection of her services, and requested a refund of the amount of $that had billed that day for servicesMs [redacted] account was successfully disconnected, however her request for a refund was incorrectly denied. In order to bring this complaint to resolution, Viasat has processed a refund of the $that billed on January 16, This refund was processed on February 2, 2018, and Ms [redacted] should see the funds returned within the next three to five business days. 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 [redacted] 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 instructions.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused [redacted] is currently receiving ViaSat’s Exede Business GB at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with GB of monthly data, download speeds up to Mbps, and upload speeds up to Mbps Per the Customer Agreement signed by [redacted] , the account holder, on February 6, 2017, the Internet Service plan is subject to data usage limits which are described in the Data Allowance Policy For [redacted] ’s Internet Service plan, upon reaching 100% or more of the data allowance, ViaSat will continue to provide internet service and count all increments of data beyond the monthly data allowanceViaSat will charge the additional usage rate in excess of the monthly data allowance [redacted] ’s ViaSat Internet Service plan subjects him to additional usage rate of $for each partial GB used On March 8, 2017, ViaSat collected $from [redacted] for the monthly services ($85.71) and additional usage ($8370) On March 9, 2017, [redacted] contacted ViaSat to discuss the charges on her bill for the additional usageDuring this conversation, [redacted] was educated that her recent bill had GB’s of additional data used during the previous month which caused the $in additional charges and [redacted] was educated that these charges were valid per the Customer Agreement However, on April 5, 2017, [redacted] contacted ViaSat to discuss the charges on her bill due to the overages on the Business accountDuring this conversation, [redacted] was educated that a request would be made to have a credit applied to her account for these chargesAnd on April 6, 2017, [redacted] ViaSat account was credited $8,as a gesture of good faith Since the credit was applied to the ViaSat account, no further charges have been collected by ViaSat to dateAs of today, June 23, 2017, [redacted] has a credit balance remaining on her account for $ViaSat believes this credit is sufficient for the charge collected, and future bills [redacted] may contact ViaSat’s 24-hour Customer Service department at [redacted] if she has any further questions or concerns Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy 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 customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr [redacted] on May 14, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe 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 files 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 router, and day-to-day activity 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 Mbps Our records show Mr [redacted] has not contacted ViaSat regarding his data usage since installationOur review of Mr [redacted] 's account shows that as of August 21, 2015, that Mr [redacted] 's usage is largely going towards storage (e.g., online backup) The majority of his usage occurred on August 21, ViaSat will agree to disconnect Mr [redacted] 's account with waiver of the early termination fees; however, Mr [redacted] is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a pre-paid return shipping label will be delivered to his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to returnThe disconnection of this account will occur on August 24, Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the terms, do that I can get a service that worksAlso to prove that I have in fact contacted viasat, I've attached images of those emails, my emails dated August 14th and August 17thI've also attached a screen shot of the canned responses saying I would receive a response within hours, and the actual response I got on August 22nd, day over a week after I sent the initial emailThe human response even admits that due to customers finding out about the free data speeds during free zone have been slower and that when they get there new satellite up in 2016, it will improveAs to sending the equipment back, what needs to go back and I'll gladly send it back, as I won't ever use or recommend exede to any of my customers

ViaSat is unwilling to waive any fees associated with the early termination of Mr [redacted] account unless documentation can be provided showing no pole mount is allowed at his locationIn his calls to ViaSat Mr [redacted] states that he was unwilling to have a pole mount due to his belief that it causes service liability issuesPlease have Mr [redacted] provide appropriate documentationThank you

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***’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 feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on January 8, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat does not offer a grace period or allow a day trial periodViaSat requires all customers to agree and sign a 24-month contract prior to the services being installedViaSat will not install the services without the signed electronic customer agreementViaSat understands that the service was not meeting Ms***’s needs or expectations so the service was disconnected on January 17, Ms [redacted] was advised of the early termination fees prior to disconnecting the accountIn order to arrive at a resolution ViaSat will agree to waive half of the early termination fees from the account which totals $ViaSat will also refund the first payment of $which Ms [redacted] will see within 3-business days back to her payment methodMs [redacted] will be responsible for the other half of the early termination feesThank 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 I would like to note though that I contacted the company at 8:am to disconnect my services and then received an email at 4:pm on the very same day indicated that they received my paymentAlso the only charges that was disclosed to me during the cancelation process was that of my failure to return their equipmentI am still waiting on a box to return their equipmentThank you for taking care of this issue for me, it is greatly appreciated Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused We apologize that Mr [redacted] has recently experienced speed and connectivity issues 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 router, and day-to-day activity On December 26, a Corporate Care Representative contacted Mr [redacted] to address his speeds concerns After a couple of speed tests it was determined that Mr [redacted] speeds were adequate and there appeared to be no connectivity issues Mr [redacted] account was escalated to our Network Operations center who also determined that there were no issues directly related to his account However, in order to attempt to resolve any issues Mr [redacted] modem was replaced The package purchased by Mr [redacted] offers download speed of up to Mbps and upload speeds of up to Mbps At the time of sale customers are informed speeds are not guaranteed and may vary We apologize if Mr [redacted] feels this point was not communicated to his satisfactionOn January 3, 2016, speed tests were performed on Mr [redacted] system and it came back with mbps upload ViaSat does not recommend certain gaming with ViaSat's serviceThere are many games that will not perform well over ViaSat's Exede networkThis is due to inherent latency and the laws of physics, because the signal has to travel 22,miles up to the satellite and 22,miles down to Earth againViaSat has identified various online games that appear to work well on our networkViaSat makes every effort to overcome the inherent delay (latency) of the signals that travel to and from our satellitesMany online games will experience a noticeable lag or delayed effect, which is and expected with any satellite internet networkViaSat cannot guarantee that any real-time game will work on the Exede networkIn addition, Section of the Customer Agreement signed by Eric [redacted] , the account holder, on November 02, 2012, clearly states, "The performance of some games over the Internet is very poor and some games may not work at all." Between November and December Mr [redacted] did not make contact with ViaSat's customer service department to discuss any issues related to latencySince his contact with ViaSat's customer service department on December 23, 2015, Mr [redacted] has been given $in goodwill credits as a gesture of good faithIf Mr [redacted] would like assistance with any latency issues, he will need to make contact with our customer service department during regular business hours and his issue may be escalated to the appropriate team for troubleshootingMr [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket number [redacted] If Mr [redacted] is unsatisfied with ViaSat's attempts to resolve his issues thus far and does not wish to make contact with our customer service department, if he wishes he may disconnect his account without any early termination feesAgain, if Mr [redacted] wishes to take this route he may contact ViaSat's customer service department at ###-###-#### and reference ticket number [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]