ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for bringing Mrs [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement signed by Mrs [redacted] on October 28, states that monthly fees are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Mrs [redacted] 's credit card, ViaSat collected an advanced payment for the monthly of service on August 1, On August 1, Mrs [redacted] made contact with ViaSat's Customer Service Department to request the disconnection of her ViaSat account, and was advised of the disconnection disclosures at this time Mrs [redacted] first made contact with ViaSat's Customer Service Department to discuss the refund of $on September 3, During her conversation with ViaSat's customer service representative, Mrs [redacted] was advised that the request for the refund had not been entered; however, that they would submit the refund and she would receive in within seven to fourteen business daysHowever, on September 8, when Mrs [redacted] made contacted with ViaSat's Customer Service Department received she was advised that the previous representative's request was denied Nevertheless, on September 10, Mrs [redacted] 's ViaSat account was refunded $to the payment method on fileThis refund should be received within three to five business daysShould Mrs [redacted] not see the refund within this time frame, please have her contact ViaSat's Customer Service Department at XXX-XXX-XXXXAdditionally, Mrs [redacted] 's payment method on file will be removed on September 17, once ViaSat has confirmed the refund has been received by Mrs [redacted] We apologize for any confusion this situation may have caused, and thank you for the opportunity to respond

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. As stated in the previous response ViaSat has not received the proper documentation from both accounts that Ms. [redacted] is claiming are being deducted. ViaSat will need a rolling 30 day bank statement from both accounts in order to research this issue any further. At this time ViaSat does not have the correct information to move forward and shows no double billing on our end. Thank you for allowing ViaSat the opportunity to respond.

Thank you for bringing Mr [redacted] response to ViaSat’s attentionWe apologize that Mr [redacted] has not received the follphone callViaSat is going to folldirectly with the agent that is handling this issue and make sure they reach out directly to Mr [redacted] ASAPViaSat will have their Exede Experts follwith Mr [redacted] as wellViaSat does record all calls for quality assurance purposes but unfortunately these are not available for Mr [redacted] viewing Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] ’ complaint to our attention Our records show [redacted] ordered her service through [redacted] , an authorized ViaSat sales agentUnfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billingViaSat and [redacted] handle customer billing for their own services and, therefore, [redacted] was billed separately by ViaSat for Exede Internet service At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer Agreement signed by [redacted] on May 24, 2017and also available at exede.com/legalThe [redacted] sales agent was required to make [redacted] aware of these pointsWe apologize these points were not clearly communicated to [redacted] at the point of sale [redacted] was receiving ViaSat’s Liberty + Free Zone service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides GB of monthly priority data, download speeds up to Mbps, and upload speeds up to MbpsPursuant 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 resetsCurrently, ViaSat neither has nor advertises an unlimited plan Our records show [redacted] called ViaSat on May 24, because she was unable to connect after being installedDuring this conversation, the ViaSat representative attempted to guide [redacted] through troubleshooting; however, the call dropped before resolution could be obtainedThe ViaSat representative attempted to call [redacted] to complete troubleshooting, but there was no answer and no opportunity to leave a message On May 28, 2017, ViaSat charged [redacted] $for monthly service, plus prorated fees based on her installation dateShe called ViaSat on May 29, with questions regarding her billing and the Data Allowance PolicyDuring this conversation, [redacted] informed the representative that she’d believed her bill would be bundled with [redacted] for $a monthThe ViaSat representative educated [redacted] on the ViaSat billing and the Data Allowance Policy [redacted] advised she would contact [redacted] regarding her point of sale concerns ViaSat received another call from [redacted] on May 30, 2017, at which time she requested the disconnection of her account because she thought she would be receiving and bundled with ***’s serviceThe ViaSat representative offered [redacted] a discount of $off per month for months, and a free month of service [redacted] declined the offers and moved forward with disconnecting service 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 On June 28, 2017, ViaSat collected a payment of $from [redacted] for her early termination fees [redacted] contacted ViaSat via email requesting a refund for her monthly service payment and a waiver of the early termination fees on June 30, In response, the ViaSat representative informed [redacted] that the early termination fees were valid [redacted] contacted ViaSat via online chat the same day regarding the early termination fees, but ended the interaction shortly after ViaSat received a call from [redacted] on July 12, requesting a refund for the early termination fees; however, she ended the interaction before the ViaSat representative could fully review her accountThe same day, ViaSat’s [redacted] (***) received an escalation regarding [redacted] ’ point of sale concernsAs a result, it was determined that [redacted] ’ early termination fees would be refunded, as well as her first month of serviceA [redacted] representative attempted to reach out to [redacted] the same day, but there was no answer and a message was left As resolution to this complaint, ViaSat has issued a refund of $for the early termination fees and monthly service fee as of July 24, [redacted] should be advised that it may take three to five (3-5) business days for her to see this amount deposited into her account Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms [redacted] purchased ViaSat’s WildBlue Value service plan on April 22, The data usage on ViaSat’s WildBlue service plans are measured over a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both their download and upload usage thresholds. 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 and it is also available at [redacted] . Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. 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. Programs that are running in the background, the router, and day-to-day activity can also affect speedsThe 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 filesCurrently, Ms [redacted] has used GB of her download usage and GB of her upload usageOn November 2, 2016, Ms [redacted] was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offer We apologize for any frustration Ms [redacted] may have experiencedShould Ms [redacted] need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-#### Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.Per the Customer Agreement, signed by Ms [redacted] on March 15, 2018, Viasat customers are required to lease their equipment from ViasatThis equipment includes a Viasat router, dish and satellite receiver on the dishCustomers are advised that a monthly lease fee will be charged for the lease of the equipment at the point of sale, and it is addressed in Viasat’s Customer AgreementWe apologize for any misinformation Ms [redacted] may have been given at point of saleOn March 15, 2018, Ms [redacted] contacted Viasat to ensure that her Viasat services were activatedShe was advised by a Viasat representative that her services were active at that timeMs [redacted] requested information on how to connect to the wireless internet, and she was advised that her modem was not equipped with that featureMs [redacted] stated that she had specifically requested a wireless-enabled modem at the point of saleShe requested to disconnect her services, which a Viasat representative began to assist her with, but Ms [redacted] chose to stop the process when she was advised of the early termination feesNo changes were made to Ms [redacted] account that dayOn March 18, 2018, Ms [redacted] contacted Viasat multiple times in regards to receiving help connecting her new router to Viasat’s modemAt the time of the first contact, Ms [redacted] stated that part of the connection process did not occur, and a Viasat representative advised her of Viasat’s technical support hoursDuring the second contact, it was determined that Ms [redacted] had purchased a modem and router combination, which would not be compatible with Viasat’s modemMs [redacted] requested to disconnect her services, but did not proceed when she was correctly advised that her early termination fees would be valid if she chose to disconnectMs [redacted] contacted Viasat on March 27, to state that she could not connect to her internetA Viasat representative assisted in troubleshooting Ms [redacted] equipment, but was unable to as the modem would not power onThe Viasat representative scheduled a service call for Ms***, which is scheduled for March 30, 2018.In light of this complaint, Viasat has reviewed Ms [redacted] accountWe apologize that Ms [redacted] has not yet received any resolutionViasat requests that Ms [redacted] give Viasat the opportunity to resolve the issue with her modem by allowing the service call to be completed before further action with her account is taken.In resolution to this complain, Viasat has added a credit for a free month of service to Ms [redacted] accountThis credit was added as of March 28, 2018, and Ms [redacted] will see the credit applied to her next billIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-Hour Customer Care at 1-855-463-Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced Our records show Mr [redacted] contacted ViaSat on August 16, because he was unhappy with the installation of the ViaSat equipment and wanted the dish movedAt this time, a service call was ordered for Mr [redacted] On September 5, 2015, Mr [redacted] 's dealer spoke to him about his installation, at which time it was explained to him that the dish could not be moved due to a line of sight concernIt was also advised that the technician had performed a site survey with Mrs [redacted] prior to the installation, and that she had signed off on the placement of the dish ViaSat did not receive another phone call from Mr [redacted] until September 17, During this conversation, Mr [redacted] advised that the technician had not shown up to his home to reinstall the service, and was refusing to do soAt this time, a complaint was internally escalated on Mr [redacted] 's behalfUnfortunately, as Mr [redacted] had been contacted by the dealer two days prior, the complaint was closedWe apologize for any inconvenience this may have caused Mr [redacted] to experience In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr [redacted] 's concerns for review and resolutionViaSat has also waived the current balance due of $from his account as of September 22, If Mr [redacted] 's concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his accountIn such an event, Mr [redacted] can reference ticket noXXXXXXXX when he calls into ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) As of this time, no-one from the company has attempted to contact me for the re-installation (10-15minutes to move the dish or feet to the west side of the house as originally agreed upon in the initial site survey)If this is not completed by Oct I will call for termination and expect the terms of this resolution to be abided by Final Consumer Response / [redacted] (3000, 13, 2015/10/19) */ I filed a previous complaint about the installation (Case # [redacted] ) where they agreed to waive the amount due if they could not resolve my problem I filed a previous complaint(Case # [redacted] 6)As part of the resolution they agreed to waive the amount due ($140.68) and to waive early termination fees as well if they could not resolve the installation problem by 10/No-one ever contacted me about the problem so on 10/I called to cancel serviceI was told they had till the 16th or I could not waive the termination fees and that they would have someone contact and come out that day to correct itSurprise, surprise, nothing, nada, zipNo-one attempted to call and I was stuck by the phone all daySo I called this morning to cancel and spoke to [redacted] and gave her the number ( [redacted] ) that I was supposed to give and was assured that there would be no charges incurred on my credit card, so I went ahead and cancelled Well I checked my credit card online this evening and found that they had billed me anywayI called customer service to complain , and after being put on hold, was told I would have to take the matter up with their legal departmentI have no intention of letting them waste any more of my timeThey have done nothing but lie to me and make excuses from the startI have never experienced such a dishonest company in my life, and I am years old and been around the block a time or twoIn their arrogance they not only lied to me but lied to the representative of the Revdex.com who handled my previous complaint (Case # [redacted] 6)Below is their stated resolution to which I agreed on the previous complaint "In order to come to a resolution regarding this complaint, ViaSat has internally re-escalated Mr [redacted] 's concerns for review and resolutionViaSat has also waived the current balance due of $from his account as of September 22, If Mr [redacted] 's concern is not resolved by October 16, 2015, ViaSat will agree to waive his early termination fees in full if he chooses to move forward with the disconnection of his accountIn such an event, Mr [redacted] can reference ticket no [redacted] when he calls into ViaSat's 24-hour Customer Service Department at [redacted] ." Did you catch thatThey waived the balance due and then charged it to my CC anywayAnd said I would have to take it up with their legal departmentThey lie not only to me but to the Revdex.comThey are arrogantThey cheat and they steal I am supposed to return their equipmentYou can bet that I will take the box and the equipment to the UPS store where I will document the packing , sealing, and handing it over on videoBecause I just know that they will lie about that tooIt seems to be their modus operandi I want the $credited back to my CC and for them to never darken my doorstep again $ Final Business Response / [redacted] (4000, 15, 2015/10/20) */ Thank you for bringing Mr [redacted] 's rebuttal to our attentionUnfortunately, there is no information listed, so ViaSat is unable to respond accordingly Our review of Mr [redacted] 's account shows that Mr [redacted] called ViaSat to disconnect his account on October 15, However, as he was unable to verify that he was authorized to make changes to his account, the ViaSat representative was unable to move forward with Mr [redacted] 's request and advised him to call backMr [redacted] called back the same day to disconnect his account, at which time he was reminded that ViaSat still had until October 16, to resolve his complaint On October 16, 2015, Mr [redacted] called ViaSat to disconnect his account, at which time his early termination fees were waived in fullOur records show Mr [redacted] was also charged for monthly service in the amount of $ViaSat will issue a refund for this amount as of October 20, Mr [redacted] should be advised that it may take three to five business days for him to see it deposited into his account We apologize for any frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused A new account was established by Mr [redacted] local dealer on August 4, 2015; however, his old account was not properly disconnectedTherefore, from August 3, until December 4, 2015, Mr [redacted] was charged for both ViaSat accounts as they were both active On December 2, Mrs [redacted] made contact with ViaSat to advise us of this information and to have the situation rectifiedUpon receipt of Mrs [redacted] call, ViaSat's representative looked into this matter and took corrective actionMrs [redacted] original ViaSat account ( [redacted] ) was disconnected, the early termination fees were requested to be waived, and a refund of $was issued back onto the payment method on file ViaSat understands that Mr [redacted] accounts were not handled accordingly and agrees to disconnect the current active account ( [redacted] )Please have Mr [redacted] contact ViaSat's customer service department at 855-463-and reference ticket [redacted] 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 free return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructions Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease fee The Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Mr [redacted] on March 23, 2018, 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.On March 25, 2018, two days after Mr [redacted] installation, Viasat received contact that Mr [redacted] was receiving slow speeds with his Viasat service plan, and would like to disconnect his serviceA Viasat representative offered to troubleshoot Mr [redacted] service for any problems and also offered Mr [redacted] a $recurring credit for monthsMs [redacted] declined both offers and requested to process his disconnection for April 20, The request was successfully submitted.In light of this complaint, Viasat has reviewed Mr [redacted] service for any issues, and determined that there may be an issue with his systemViasat would like to offer Mr [redacted] a free service call for a technician to inspect his equipment for defaultViasat requests that Mr [redacted] does not disconnect his service until Viasat has had the opportunity to resolve any issues.? At this time, Viasat does not agree to waive Mr [redacted] early termination feesIn an offer of good faith, Viasat will place a one-time credit of $onto Mr [redacted] account for the service issues that he has been experiencingTo schedule the free service call, or if he has any further questions or concerns, Mr [redacted] may contact Viasat’s 24-hour Customer Care at 1-855-463-9333.? ? Thank you for 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 [redacted] on December 20, 2017 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] is currently receiving Viasat’s Unlimited Data Silver 25 service plan at $150 a month, plus Viasat’s EasyCare program at $5.99 monthly, applicable taxes and a $9.99 monthly equipment lease fee. The Unlimited Data Silver 25 service plan provides unlimited data usage at regular speeds up to 25 Mbps. The service is optimized for streaming at DVD quality or 480p. Viasat’s unlimited data service plans do not have a monthly data allowance. Pursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than 150 GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speeds. Starting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the 150 GB threshold. At the end of the monthly measurement period, the data usage resets to zero. Customers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal. Mr. [redacted] first contacted Viasat on December 24, 2017 in regards to his first month’s bill. Mr. [redacted] requested a refund due to the fact that he was told he would only pay $109, and the Viasat representative who assisted Mr. [redacted] advised of the prorated charges involved. Mr. [redacted] indicated that he would contact Viasat again to speak with a supervisor. On December 30, 2017, Mr. [redacted] contacted Viasat regarding the speeds of his plan. Mr. [redacted] was reporting download speeds of 2.07 Mbps. The Viasat representative assisting him reviewed Mr. [redacted] account and a speed test revealed that Mr. [redacted] speeds were within the range for the service plan. Mr. [redacted] contacted Viasat on January 19, 2018 due to the fact that he believed he was being throttled after using over 150 GB. The Viasat representative correctly advised of the unlimited plan policies and that if Mr. [redacted] chose to disconnect, his early termination fees would be valid. The call disconnected, and no changes were made to Mr. [redacted] account. On January 20, 2018, Mr. [redacted] contacted Viasat to request a stop date of his payment method on file. This has been completed as of January 22, 2018. In a gesture of good faith, Viasat will agree to waive half of Mr. [redacted] early termination fees should he choose to disconnect his account. Mr. [redacted] will be responsible for returning Viasat’s modem and transceiver within 30 days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement. A *** 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. Viasat does not agree to refund Mr. [redacted] first month of service. If Mr. [redacted] would like to take advantage of this offer, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333 in reference to ticket no. [redacted] . Thank you for the opportunity to respond.

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

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, customers are informed speeds are not guaranteed and may varyThis point is also addressed in the Customer Agreement, signed by Mr [redacted] on November 14, and available at [redacted] 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityOn November 14, 2016, Mr [redacted] contacted ViaSat to discuss the speeds of his servicesDuring his conversation with the representative, Mr [redacted] was advised that he was receiving speeds within the advertised range, over downloadMr [redacted] contacted ViaSat on November 18, 2016, to discuss the billing of his ViaSat servicesDuring this conversation, and as a gesture of good faith, ViaSat agreed to issue a goodwill credit of $off his bill for twelve monthsMr [redacted] accepted this offer and his account remained activeOn December 6, 2016, Mr [redacted] contacted ViaSat to request the disconnection of his ViaSat account due to the Data Allowance limitationsThe 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 customersPursuant 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 workThe ViaSat representative advised Mr [redacted] of the applicable early termination fees should he wish to move forward with the disconnection of his ViaSat accountPer his request, Mr [redacted] ’s ViaSat account was disconnectedThe Customer Agreement signed by Mr [redacted] ’s 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 ViaSat has not attempted to collect the early termination fees payment of approximately $In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Mr [redacted] will be 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 AgreementA [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr [redacted] has any additional questions or concerns, he may contact ViaSat’s 24-Hour Customer Service Department at ###-###-####We apologize for any misunderstanding or frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On July 29, Ms [redacted] contacted ViaSat's Customer Service Department to discuss the disconnection of her ViaSatDuring that conversation, Ms, [redacted] was made aware of ViaSat's equipment return policy per the signed Customer Agreement However, on July 30, Ms [redacted] made contact with ViaSat's Customer Service Department once again to discuss the equipment return policy and request that the recovery kit be sent to an alternate locationViaSat's customer service representative advised Mr [redacted] that the request would be made and an alternate shipment sent to her new location ViaSat did not receive a call from Ms [redacted] until September 29, at which time she advised the representative that she was upset that she never received the equipment recovery boxesMs [redacted] was advised by ViaSat's customer service representative that we attempted to send her two lease recovery boxes; however, each time they were returned to the sender ViaSat's customer service representative advised Ms [redacted] that they were unable to issue a refund for the charge of $collected on September 28, for failure to return the leased equipment until the equipment was returnedMs [redacted] requested the address in which the equipment could be returned and informed the representative that she would be sending the equipment back via postage Ms [redacted] was responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement As a gesture of good faith and in order to bring a resolution to this complaint, ViaSat will agree to refund Ms [redacted] the $collected on September 28, However, ViaSat will not agree to refund any overdraft fees associated with this chargeThe refund of $will be issued today, October 1, 2015, and should be received by Ms [redacted] within to business days Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Mr [redacted] rebuttal to our attention Once a customer requests the disconnection of their account, they do not receive a final bill in the mail unless specifically requested at the time of disconnectionWe apologize for any frustration Mr [redacted] may have experienced because of thisAs stated previously, Mr [redacted] was provided with accurate information regarding his early termination fees at the point of sale Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] ViaSat services were established on January 13, and she contacted ViaSat on January 18, to request the disconnection of her servicesDuring the disconnection call, Ms [redacted] informed ViaSat’s representative that she wished to terminate the services as she believed they were not working properlyMs [redacted] did not allow the ViaSat representative to troubleshoot her services and subsequently disconnected the accountDuring the disconnection Ms [redacted] was advised of the disconnection disclosures including; early termination fees of approximately $and the lease equipment recovery process On January 26, Ms [redacted] called into ViaSat’s customer service department to discuss the payment collected of $and the early termination fees that would be applied to her next billDuring her conversation, Ms [redacted] was educated that the payment of $was valid for the monthly services and that ViaSat does not refund for unused servicesAdditionally, Ms [redacted] was educated that the early termination fees stood as she did not allow ViaSat to address any connectivity issues she might be experiencingMs [redacted] disconnected the call upon receipt of the information provided by the ViaSat representative On February 16, 2016, ViaSat attempted to collect $in early termination feesHowever, ViaSat was unsuccessful in collection as the payment failedGiven that Ms [redacted] did not allow ViaSat to attempt to resolve any issues prior to the disconnection of her account, ViaSat is unwilling to refund Ms [redacted] the $collected on January 16, for the monthly servicesHowever, ViaSat will agree to waive half of the early termination fees we attempted to collect on February 16, Ms [redacted] will be responsible for making a payment of $The waiver of the remaining amount has been placed onto her accountIf Ms [redacted] fails to make a payment for the remaining amount she runs the risk of her account being sent to an outside collections agencyViaSat believes this is a fair resolution given that Ms [redacted] did not allow ViaSat the opportunity to address any connectivity issues and per the Customer Agreement signed by Ms [redacted] on January 12, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’ complaint to our attentionThe Customer Agreement provided to each new customer, and signed by Mr [redacted] on January 30, 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.The Customer Agreement also 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.The Customer Agreement states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale Pursuant to the Customer Agreement, customers are given the opportunity to terminate service by giving Viasat written or telephone notice The Customer Agreement states that Viasat does not accept notice of termination via emailOur records show Ms [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 these points at the time of saleWe apologize if these points were not communicated to Ms [redacted] at the point of sale.Ms [redacted] ’ services were installed on January 30, On February 1, 2018, Ms [redacted] was charged $for services billed in advanceThe payment was successfully takenHowever, on February 15, 2018, Viasat received a dispute for the charge, and systematically refunded the monies to Ms [redacted] ’ payment methodAfter it was determined that the charge was valid, it was replaced on Ms [redacted] ’ account as a past due balanceOn February 26, 2018, Ms [redacted] contacted Viasat to advise that she had cancelled her account through her Viasat authorized dealer and that she was informed her account was terminatedWe apologize for any misinformation Ms [redacted] may have receivedA Viasat representative attempted to assist Ms [redacted] in disconnecting her account, but was unable to process the request due to being unable to read the legal disclosures necessary to disconnect the accountMs [redacted] ’ services are currently active, though they are suspended due to the past due balanceIn an offer of goodwill, Viasat will agree to waive the past due balance of $Viasat does not agree to waive any early termination fee balance should Ms [redacted] choose to disconnect her services, as Viasat has not been allowed to troubleshoot Ms [redacted] ’ services as required per the Customer AgreementIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any frustration or confusion 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 31, (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 usage 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 filesDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activity Ms [redacted] last contacted ViaSat's customer service department on September 10, to discuss her usageDuring her conversation with ViaSat's representative, Ms [redacted] was educated on the termination fees should she wish to disconnect, the need for a service call, and data usage informationThe call was disconnected before ViaSat's representative could assist any further 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 activitiesAdditionally, if Ms [redacted] wishes to disconnect her ViaSat account she will be responsible for any applicable termination fees per the Customer Agreement ViaSat is willing to assist Ms [redacted] in resolving any concerns she might have regarding her data usage; however, she will need to contact our customer service department at [redacted] and reference ticket [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/04) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat At the point of sale, customers are advised that the service speeds may vary and are not guaranteedThis point is also addressed in the Customer Agreement, signed by [redacted] authorized signer, on April 16, and available at exede.com/legalDue 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 equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityNetwork congestion is caused when there is a high number of subscribers using the network at the same time Our review of Ms [redacted] 's account shows that she contacted ViaSat on November 24, because her connection kept droppingDuring this conversation, the ViaSat representative advised Ms [redacted] of network congestion in her area that was impacting her services, but offered troubleshooting assistance to determine if she could be provided with reliefMs [redacted] was not home to troubleshootThe ViaSat representative advised Ms [redacted] to perform a speed test when she was home ViaSat received another call from Ms [redacted] on November 27, regarding the speed of her serviceDuring this conversation, the ViaSat representative guided Ms [redacted] through troubleshooting, including several speed tests on her computerThe ViaSat representative also performed several internal speed tests on Ms [redacted] 's modemThe internal speed tests showed that Ms [redacted] was receiving speeds above the advertised range; however, the speeds on Ms [redacted] 's computer averaged from within to below advertised rangeAt this time, it was explained to Ms [redacted] that speeds below advertised was common for someone in a congested area, and offered her a free month of service for the inconvenienceMs [redacted] accepted this credit Ms [redacted] called ViaSat again on November 28, because she was unable to connect and was experiencing slow speedsThe ViaSat representative advised her that she was being impacted by network congestion, but attempted to troubleshoot with herAs Ms [redacted] declined to remove her router from the modem, the ViaSat representative was unable to go through all necessary troubleshooting stepsThe ViaSat representative offered Ms [redacted] a free service call, but this was also declined As resolution to this complaint, ViaSat is willing to offer Ms [redacted] a free service call so a technician can go out to her home and ensure there is nothing wrong with her installationIf Ms [redacted] would like to take advantage of this free service call offer, she 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

(The consumer indicated he/she DID NOT accept the response from the business.) Upon further consideration, I will continue with this service for the time being. Complaint Response Date bumped because: Data Base Migration

Thank you for bringing Mr [redacted] complaint to our attention.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 installationThe Customer Agreement is electronically signed by customers during the service installation process. An account cannot be established without the customer’s electronic signature. Our records show Ms [redacted] electronic signature on the Customer Agreement dated February 17, 2018. The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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.It is our goal to provide our customers with the best internet experience possible. However, due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software. Because of these many variables, Viasat cannot guarantee any particular speed to you. Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Viasat does not guarantee the sale of routers to customers, though some customers may receive modems with wireless routers built in as part of their service planMr [redacted] was not receiving a plan with a wireless modem and was therefore responsible for providing his own router for any wireless services. On February 19, 2018, Ms [redacted] contacted Viasat in order to receive assistance with connecting her router for wireless internet accessShe was assisted by multiple Viasat representatives, who advised her that since her computer was in a fixed location, to request a laptop from a neighbor or friend in order to establish the connection with the router. On February 20, 2018, Ms [redacted] contacted Viasat in order to request a disconnection of her servicesShe stated that she had bundled through [redacted] and had been unaware they would set up new internet servicesThe Viasat representative assisting her offered to troubleshoot her services, as Ms [redacted] had been able to connect her router with the assistance of a friendMs [redacted] declinedThe Viasat representative offered to submit a point of sale investigation for Ms***, which she acceptedShe was advised to contact back within a few days to receive the results.On March 2, 2018, Mr [redacted] contacted Viasat in order to receive the status of the investigationHe was advised that all proper information and disclosures had been read at point of saleMr [redacted] stated he would contact Viasat again with his decision.On March 5, 2018, Mr [redacted] contacted Viasat in order to request a disconnection of his servicesHe declined retention offers, and the disconnection was processed the same day.At this time, Viasat does not agree to waive Mr [redacted] early termination fees for the following reasons: the point of sale investigation proved that all proper actions were taken and Viasat never received the opportunity to properly troubleshoot Mr [redacted] service for any issues, as required per the Customer AgreementViasat feels that all appropriate actions have been takenIf 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.