ViaSat

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement, signed by Ms [redacted] on June 21, 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.The Customer Agreement provided to each new customer, 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 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 July 25, 2017, Mr [redacted] contacted Viasat to request a disconnection of her servicesShe stated that she had already gone to another provider, and would not allow Viasat the opportunity to troubleshoot her service, as required per the Customer Agreement before early termination fee waivers will be consideredThe Viasat representative assisting her advised that the early termination fees would be valid in this caseMs [redacted] requested a supervisorUnfortunately all supervisors were assisting other customers, so Ms [redacted] accepted a call back, which occurred on July 29, There were difficulties with the call, so the supervisor contacted Ms [redacted] again and received voicemailOn July 29, 2017, Ms [redacted] contacted Viasat to again request a disconnection of her services and a waiver of her early termination feesThe Viasat representative who was assisting her advised that they could open a request, but due to the circumstances it would likely be deniedMs [redacted] then stated that she would not pay the early termination fees, but wanted to continue with her disconnectionThe disconnection was successfully processed that day.As the Viasat representative had advised, the request to waive early termination fees was denied, and Ms [redacted] was billed $on August 24, Viasat was unsuccessful in taking a payment, and the balance remained on her account as a past due amountOn August 28, 2017, Ms [redacted] contacted Viasat in order to request a lease equipment recovery service call for assistance in removing the satellite receiver from her roofThe service call was created successfullyOn August 2017, Ms [redacted] contacted Viasat several times in order to file a complaint against the technician assigned to her service callShe stated that the technician was sending her text messages that made her feel uncomfortable, and that he came earlier than Ms [redacted] believed her service call to be scheduledShe was advised that a technician complaint would be filed, which was completed that dayWe apologize for any inconvenience this experience may have caused Ms [redacted] .On September 24, 2017, Viasat’s systems had not recorded the return of Ms [redacted] equipment, as required per the Customer AgreementAs such, an additional fee of $was added to Ms [redacted] past due balance, bringing the total to $As Ms [redacted] had requested a stop date on her payment method, no balance was charged, and it remained on Ms [redacted] account as a past due amountOn October 11, 2017, Ms [redacted] contacted Viasat in order to request a new return kitShe was advised that once the equipment was returned, the unreturned equipment fees would be waived, however that the fees for early termination would be validA new return kit was ordered to the service address on fileWe apologize if Ms [redacted] did not receive this return kit.There was no further contact on Ms [redacted] account until February 6, Ms [redacted] called in to request what could be done for the past due balance on the accountMs [redacted] was advised that if she returned the equipment, the unreturned equipment fees could be waived, but the early termination fees would be validMs [redacted] stated that she had never received the return labels, and the Viasat representative assisting her requested a new kit to be deliveredMs [redacted] requested this again on February 23, 2018, and again a new kit was requestedWe apologize for any inconvenience this may have caused Ms [redacted] In light of Ms [redacted] complaint, Viasat has escalated a new request for a return kit to be shipped to the following address: [redacted] [redacted] ***In addition, Viasat will agree to waive half of the early termination fee balance (164.28) in good faith for the inconvenience that Ms [redacted] has experienced with Viasat’s authorized contractorsViasat will not agree to waive the past due balance for the unreturned equipment until Ms [redacted] equipment has been returnedIf 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 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.

Complaint: [redacted] I am rejecting this response because: there were two things we requireWhile we are grateful for the offer of early termination without incurring early termination fees, we also ask for a refund of the balance of the advanced payment for equipment lease feesViaSat charged our credit card $for equipment rental fees for two yearsWe would like reassurance that ViaSat will reimburse us $for the balance of our advance lease fees (x 23/24) when we return the equipment to ViaSatIf ViaSat will confirm that we will receive this reimbursement in addition to the waiving of early termination charges then we will gratefully accept the offer made by ViaSat Sincerely, [redacted] ***

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 our attention The Customer Agreement provided to each new customer, signed by Ms [redacted] on January 13, 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 Our records show Ms [redacted] ordered service on January 20, through an authorized Viasat dealer, at which time the account was placed under Viasat’s Liberty + Free Zone planThe service was installed on January 13, On January 14, 2018, Ms [redacted] transitioned her service plan to the Liberty + Free Zone service plan via her online account management profileThe service was again transitioned back to the Liberty + Free Zone service plan on January 18, via the online account management profile Viasat received a call from Ms [redacted] on January 21, 2018, at which time she inquired about the unlimited service plansThe Viasat representative reviewed the plans available to Ms [redacted] , at which time she elected to transition to Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs this service plan required a new modem, Ms [redacted] was informed that one would be delivered to her for self-installation The Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p 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 new modem was installed at Ms [redacted] ’ home on February 20, Ms [redacted] called Viasat on March 12, because she was experiencing slow speedsAt this time, she was informed that she had reached the GB data threshold and her service had been de-prioritizedThe Viasat representative also informed Ms [redacted] that network congestion in her area was impacting her serviceThe representative guided Ms [redacted] through troubleshooting to see if her speed of service would increase, but the issue persisted On March 16, 2018, Viasat collected a payment of $for monthly service fees, including prorated charges based on the date Ms [redacted] installed the new modem and began receiving the Unlimited Data Silver service planMs [redacted] called the same day to disconnect service because it was not meeting her needs, at which time she was reminded of the early termination feesThe account was disconnected per Ms [redacted] ’ request Viasat does not agree to waive Ms [redacted] ’ early termination fees of $in full; however, as resolution to this complaint, Viasat will agree to waive half of the amount, leaving her responsible for $Additionally, Viasat has issued a refund for the payment of $as of March 19, 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

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] complaint to our attention Ms [redacted] is receiving Viasat’s Unlimited Data Gold at $a month, plus applicable taxes, $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at last screen devices 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 Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Ms [redacted] called into Viasat on January 20, to report that she was experiencing slow speedsDuring this conversation, the Viasat representative informed Ms [redacted] that she had exceeded the above-referenced GB threshold and that her data had been prioritized behind other customersWhen she advised she believed she was receiving a day trial period, she was correctly informed that Viasat does not provide a trial period of any length for its services A second call was received from Ms [redacted] the same day regarding her services, at which time Ms [redacted] was educated on network congestionAs a gesture of goodwill, the Viasat representative offered Ms [redacted] a $goodwill credit, which she accepted The Customer Agreement provided to each new customer commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term As resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees in full if she disconnects prior to February 4, Ms [redacted] will be 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 AgreementA [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 Ms [redacted] may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] to disconnect service Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused At the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term agreement and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on May 4, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfaction At the time of sale customers are made aware that service speeds vary and are not guaranteed. 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 activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area. Customers are also advised that use of multiple devices with our service may result in slower speedsIn order to arrive at a resolution ViaSat is willing to waive the early termination fees due to the length of serviceMr [redacted] can call customer service at 866-945-and reference ticket number [redacted] to have the account disconnectedAt this time the disclosures will be read and Mr [redacted] will be responsible for sending back two pieces of equipment using a prepaid shipping label and box supplied by UPS at the time of disconnectionThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat At the time of sale, customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain gaming limitationsEach of these points is also addressed in the Customer Agreement signed by [redacted] on June 9, and available at exede.com/legalWe apologize if [redacted] these points were not communicated to his satisfaction Our records show [redacted] ordered service through DIRECTV, an authorized sales agent of ViaSat, on June 2, 2016, at which time he elected ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe service was scheduled to be installed on June 6, 2016; however, it was rescheduled for June 7, due to weather-related delaysThe technician attempted to contact [redacted] on June 7, to advise him of their estimated time of arrival, but was unable to get in touch with him until later that night, at which time the service call was rescheduled for June 9, 2016, per [redacted] request Regarding the charge of $ [redacted] as charged for the installation fee on June 3, 2016, our records show [redacted] contacted ViaSat about this amount on June 9, 2016, at which time she was correctly advised she would receive a credit of $towards her first month’s bill for the chargeThe credit of $covered her first month’s bill, providing a leftover credit balance of $ [redacted] was not charged for his first month of serviceDuring this conversation, MsRodriguez was also provided with details of her service plan and the ViaSat services, including the 24-month minimum service term The Liberty plans provide customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resets On June 10, 2016, ViaSat received a call from [redacted] advising that he felt he’d been misled about the speed and pricing of her service plan, as well as the 24-month minimum service termDuring this conversation, he also advised to the ViaSat representative that the service was slow and that they were unable to stream and game onlineThe ViaSat representative advised [redacted] that certain games would not work well on ViaSat’s network, and that some would not work at all [redacted] was also provided with details of the Liberty service plans, but offered to escalate a complaint on [redacted] behalf for his point of sale concerns [redacted] acceptedUnfortunately, the ViaSat representative did not escalate the issue correctlyWe apologize for any frustration he may have experienced with ViaSat ViaSat received another call from [redacted] on June 13, 2016, at which time he requested to disconnect service because it was not workingThe ViaSat representative offered troubleshooting for his concerns, but [redacted] declinedThe ViaSat representative reminded [redacted] of the early termination fees, and the call ended shortly after On June 14, 2016, [redacted] called ViaSat to disconnect, at which time he was advised that the early termination fees would not be waived if ViaSat wasn’t provided with an opportunity to resolve his concernsAt this time, a free service call was ordered and scheduled for June 16, ViaSat’s technician went out to [redacted] home on the appointment date, at which time it was determined that there were no issues and that [redacted] was receiving download speeds above advertised range [redacted] called later the same day to request disconnection, claiming that the technician had been unable to get him online and had advised him to cancel the service with the early termination fees waivedAs there were no notes from the technician advising this, [redacted] said he would contact the technician to request additional notes be placed on the work order [redacted] called ViaSat a second time the same day, at which time his account was disconnected and a request for the waiver of the early termination fees was escalatedThis waiver request was rejected on June 17, as no issue had been found with [redacted] service at the time of the service call [redacted] was advised of this during a conversation with a ViaSat representative on June 20, In recognition of [redacted] short term as a ViaSat subscriber, ViaSat will agree to waive his early termination fees as a courtesy [redacted] is responsible for returning ViaSat’s modem and transceiver within days of his disconnection, or he 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 his home address within a week after his disconnection, and will include illustrated instructions on what equipment he will need to return Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention.Our records show Mr [redacted] purchased Viasat’s Unlimited Bronze service plan through an authorized Viasat Dealer. All Viasat dealers are contractually required to make customers aware of the following points at the time of sale We apologize if these points were not communicated to Mr [redacted] at the point of sale.Our records show Mr [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.The Customer Agreement provided to each new customer, and signed by MsKatrina [redacted] on March 28, 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.On March 29, 2018, Mr [redacted] contacted Viasat in regards to his welcome email, which all new customers receive after service is installedHe stated that the email advised him that his service plan price would increase to $after the first three months of service, when he had been advised by his Viasat authorized dealer that the service plan price would be $before taxes and fees with no increasesWe apologize for any misinformation Mr [redacted] might have received, and for any inconvenience it may have caused himThe Viasat representative assisted Mr [redacted] by offering him a credit of $for the next six months, or a waiver of early termination fees should he choose to disconnectMr [redacted] stated that he would contact later with his decision.On March 30, 2018, Mr [redacted] contacted Viasat to request a disconnection of his services due to the misinformation he receivedThe account was successfully disconnected the same day and a request was placed for the waiver of early termination fees, which was successfully processed on March 31, 2018. At this time, Viasat feels that all appropriate actions have been takenMr [redacted] is responsible for returning Viasat’s modem and transceiver within days after 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 prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at [redacted] Thank you for the opportunity to respond.

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Thank you for bringing Mrand Mrs***' 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 Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mrs [redacted] on August 18, 2015, and it is 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 Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers 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 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 Mrand Mrs [redacted] are 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 MbpsCurrently, Mrand Mrs [redacted] have used GB of their GB monthly data usageThe following service plans are also available in Mrand Mrs***' area: Essential GB -$49.99/month Liberty GB - $69.99/month Liberty GB - $99.99/month Liberty GB - $149.99/month If they have any further questions or concerns regarding their monthly data usage, or would like to transition their account to a different service plan, Mrand Mrs [redacted] may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXXIf they choose to transition their service to a different plan, ViaSat is willing to provide them with a discount of $off of their bill per month for monthsIf they would like to take advantage of this offer, Mrand Mrs [redacted] should reference ticket noXXXXXXXX when they call into Customer Service If they would like to disconnect their ViaSat account ViaSat does not agree to waive the early termination fees in their entiretyHowever, ViaSat does agree to waive half of the early termination fees of approximately $345.00, not including taxesIf Mrand Mrs [redacted] wish to move forward with the disconnection of their account, Mrand Mrs [redacted] may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX 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 return Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept response Their sales person misrepented them, I know it was verbal The people that installed the system said the same thing that the salesman told us We would get to Mbps until our data was use up and then it would cut back to Mbps and remain at Mbps until next billing cycle then go back to to Mbps and that's the way it would work According to them we use the data up in less than a week Cp's slowed down I called office in Houghton Lake they said there was no such plan that salesman quoted us I ran speed test and we were getting Mbps these people came to us to sale this plan we didn't contact them !!!!! I found two other people in the area that just had these dishes installed , they were told the same thing salesman told us .the one lady called Viasat to complain and was told it would cost her $ to cancel out We didn't ask these people to stop and lie to us so we would sign up with them All we want is for them to get their junk out of yard I don't feel we owe them anything if they hire people to go out and lie to folks to get them in a contract We would agree to the first months fee but that is it If this isn't settled here I am checking out small claims court , I believe I can find enough people in the area that was told the same plan And further more I called the office in Houghton Lake to complain and was told there was no such plan that salesman sold us , I ask to speak to salesman they said he wasn't in .ask for his phone # they wouldn't give to me I gave them mine to give him to call me Haven't received a call as of today This is no way to run a business ( lies and deceit I checked reviews for Ecede internet , I should have done this before we had this installed Out of all reviews there were very few happy customers If they agree with what I have outlined we are done if not I take it as far as I can I am thankful for the Revdex.com [redacted] J [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/01) */ As stated by ViaSat's previous reply our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mrs [redacted] on August 18, 2015, 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 The Customer Agreement signed by Mrs [redacted] on August 18, (available at exede.com) states that ViaSat does not guarantee the service will 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 gatewayWe have included the signed Customer Agreement for Mrand Mrs***'s review Again, if Mrand Mrs [redacted] wish to disconnect their ViaSat account they can do so by contact ViaSat's customer service department directly at XXX-XXX-XXXX and reference ticket XXXXXXXX In order to resolve this complaint ViaSat will agree to waive the applicable early termination fees and it will be notated in ticket XXXXXXXX; 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 AgreementA 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 return Thank you

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Thank you for bringing Mr***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's 24-month minimum service term commitment, early termination fees, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Mr [redacted] on January 28, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfaction Mr [redacted] contacted ViaSat's customer service department on June 20, to discuss the connectivity of his account, and request the disconnectionDuring his conversation with the representative, Mr [redacted] was offered a service call to resolve any connectivity issues which he acceptedOn July 9, Mr [redacted] contacted ViaSat to request that the pending service call was cancelled, but no further action was requested As ViaSat does not support or provide third party hardware, and Mr [redacted] claims the services did not work because he did not have access to a router (which is not required), ViaSat is unwilling to waive Mr***' early termination fees in their entirety if he wishes to move forward with the disconnection of his servicesHowever, ViaSat will issue a refund for the $collected on June 20, 2015, and will agree to waive the past due balance of $ 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 UPS box with a free 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 return If Mr [redacted] would like to move forward with the disconnection of his account, he may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement provided to each new subscriber and signed by Mr [redacted] on June 20, 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 Mr [redacted] contacted ViaSat's customer service department on December 12, to discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative, Mr [redacted] was educated on the early termination feesAs Mr [redacted] was disputing these fees, Mr [redacted] was advised that a supervisor would make contact with him at a later time to discuss On December 13, Mr [redacted] contacted ViaSat's customer service department to again discuss the disconnection of his ViaSat accountDuring his conversation with ViaSat's representative Mr [redacted] was advised that the early termination fees of approximately $were validMr [redacted] disputed these fees as he stated the landlord was unwilling to have the equipment installed at his location; however, Mr [redacted] did have the option to have the services installed on a pole mount As Mr [redacted] did have the option to have the services installed at his new location on a pole mount, ViaSat is unwilling to waive his early termination fees in fullHowever, ViaSat agrees to waive half of the early termination fees upon the return of ViaSat's equipmentMr [redacted] can call a ViaSat Customer Care Department at 1-855-463-to request the disconnection of his ViaSat account with waive of half the early termination fees and to have ViaSat send another UPS box Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***This is so funny because my husband and I packed the box ourselves and you are saying nothing was is the box when I know other wise. I think it is pretty sad you ripped off because we canceled serviceI hope you can sleep at night knowing your lying. There is nothing else to sayWe put the equipment in the box and they are saying we didn;tI don't know what else to do

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 Thank you for resolving this issueIt has been a long, drawn out issue that I'm glad to see come to a closeAs stated before, if I was ever at fault, I would've done my part to make it rightBut I couldn't ever find the evidence to prove I was at faultI appreciate Viasat coming to an agreement to remove the charges as well as my account, and is now going to work things out directly with my institutionIt is definitely a weight liftedIf my Bank is at fault, I hope it gets addressed and made right Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to our attention.Our records indicate that Ms [redacted] contacted Viasat on January 18, and requested to speak to a supervisory Viasat representativeUnfortunately at the time, none were available to assist her, and the Viasat representative Ms [redacted] was speaking with offered to place her on a callback listMs [redacted] acceptedOn January 19, 2018, a supervisory Viasat representative attempted to contact Ms [redacted] , but received no answerDue to this, no request was placed to honor the original agreement Viasat had entered into with Ms [redacted] We apologize for any inconvenience this may have caused Ms [redacted] On January 23, 2018, Ms [redacted] requested disconnection of her services took placeOn January 24, 2018, Ms [redacted] bill cycled, causing the full amount of her early termination fees to be billed to the payment method on filePer the Customer Agreement, signed by Ms [redacted] on November 22, 2017, Viasat is authorized to take all applicable fees from the payment method on fileIn order to bring this complaint to resolution, Viasat will agree to refund half of the early termination fees as per the original agreement made with Ms [redacted] , as well as any overdraft fees that may have resulted from the full charge of the early termination feesA refund of $has been processed to the payment method on file as of January 29, Regarding the refund of the overdraft fees, Ms [redacted] will need to please provide a running bank statement showing the balance before and after we withdrew the money, and the total amount of overdraft fees incurredShe may send this statement to [email protected] in reference to ticket no [redacted] Ms [redacted] is still 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 *** 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 instructionsIf she 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 Mr***’s rebuttal to our attention Our records show the electronic refund of $was processed successfully back to Mr***’s bank account via the payment method we have on file for himIf he does not feel that he has received this refund, he may send a copy of his day bank statement to [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any issue she [redacted] have experienced with ViaSat The Customer Agreement states that ViaSat does not guarantee the service will be uninterrupted or error-free Service [redacted] be interrupted from time to time for various reasons, including inclement weather at a customer's home or their service gatewayThe Customer Agreement also 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 term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term 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 customersOur Data Allowance Policy is addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that certain web pages and online applications will take significantly longer to load and some services will not be useableThe 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 Our records show Ms [redacted] ordered the ViaSat service on August 3, through an authorized ViaSat dealer in her areaMs [redacted] selected the Exede Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with unlimited access to web browsing and email, and GB of data for all other online trafficUnder the Exede Evolution plan, accessing web pages and email will generally not count towards a customer's monthly data allowanceHowever, all other internet usage will count toward the monthly data allowance, including internet activity embedded in web pages or email, streaming video or audio media, playing online games, uploading or downloading files on a browser or through any third-party application, third-party applications, data (including web pages or email) transferred through a virtual private network (VPN) or other forms of remote access, voice or video chatting, or sending or receiving emails with attachments greater than MBsIf the customer uses 100% of their 10GB monthly data allowance, access to the Internet [redacted] be slowed and restricted pursuant to the Data Allowance Policy ViaSat was contacted by Ms [redacted] on August 7, because she was experiencing slow service speeds, at which time she was advised that she'd exceeded her monthly data allowanceDuring this conversation, Ms [redacted] claimed that she had not been advised of ViaSat's Data Allowance Policy at the point of sale, and would call back to disconnect once she had found another service provider ViaSat received another call from Ms [redacted] on August 10, 2015, at which time she requested the disconnection of her accountAt this time, Ms [redacted] was advised of the Customer Agreement, 24-month minimum service term, and early termination feesThe ViaSat representative offered Ms [redacted] a free service call, which she acceptedAs Ms [redacted] ordered service through a local selling and installing dealer, she was advised to schedule the appointment with him directlyMs [redacted] also advised at this time that she'd been under the impression that she would be receiving AT&T's service In consideration of the short term Ms [redacted] has been a ViaSat subscriber, ViaSat is willing to waive her early termination fees in full if she disconnects service prior to September 8, ViaSat will also issue a refund for the payment of $she paid on August 8, for monthly serviceA refund for this amount has been issued to Ms [redacted] 's account as of August 13, Ms [redacted] should be advised that it [redacted] take 3-business days from the issue date for her to see the amount deposited into her account 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 Agreement A 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 return We apologize for any frustration Ms [redacted] have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Upon review of Mr [redacted] 's account, ViaSat confirmed that he made contact with our customer service department on August 14, to discuss his account and that he had been being billed for two accounts over the last yearViaSat's customer service representative advised Mr [redacted] 's that they would contact the corporate care team to confirm whether or not a refund could be processedThe customer service representative did advise Mr [redacted] 's that a refund for the last six months could be issued back to his payment method on fileThe refund of six months was approved as Mr [redacted] previously made contact in March of 2014, but was advised to call back to disconnect and this was never completed However, on September 1, Mr [redacted] 's refund request was denied in errorWe apologize for this confusionMr [redacted] 's is owed a refund of $This refund will be issued back to the payment method on file and should be received by Mr [redacted] 's in three to five business daysShould he not receive the refund within this time frame, please have him contact customer service at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond