ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/08/20) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] did contact ViaSat's customer service department on July 11, to request the disconnection of her ViaSat accountDuring her conversation with ViaSat's customer service department she was informed that she was not responsible for returning the leased equipment in errorMs [redacted] was in fact responsible for returning the leased equipment per the Customer AgreementAs the equipment was not returned within the day time frame, Ms [redacted] was charged $on August 16, for failure to return Due to this error, and the misinformation provided to Ms***, ViaSat has moved forward with issuing the refund of $to the payment method on fileMs [redacted] should receive this refund within three to five business daysShould she not, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Again, we apologize for any frustration this situation may have causedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration this issue [redacted] have caused him Our records show Mr [redacted] contacted ViaSat on July 17, because he was experiencing a connectivity issue During this conversation, the ViaSat representative guided Mr [redacted] through troubleshooting, after which it was determined that a service call would be required to resolve Mr [redacted] 's concernsA service call was ordered; however, there were no calendar dates available because there was no technician assigned to cover Mr [redacted] 's area Between July 20, and July 22, 2015, Mr [redacted] contacted ViaSat multiple times regarding his service callEach time, he was advised that there was no technician assigned to cover his areaOn July 21, 2015, a ViaSat representative recommended that a sales channel change be processed on Mr [redacted] 's account so a local ViaSat dealer in his area could fulfill his service call, at which time his original service call was cancelledUnfortunately, it was determined that a sales channel change could not be processed on Mr [redacted] 's accountWe apologize for any frustration he [redacted] have experiencedIn total, Mr [redacted] has received $in credits for his connectivity and service call issuesOn July 22, 2015, a new service call In response to this complaint, ViaSat internally escalated Mr [redacted] 's service call scheduling issues for review and resolutionCurrently, ViaSat has Mr [redacted] scheduled for July 29, 2015, and is looking for a technician to go out to his home to resolve his connectivity issuesMr [redacted] should be advised that he [redacted] be contacted for rescheduling If ViaSat is unable to fulfill this second service call by August 17, 2015, ViaSat is willing to disconnect Mr [redacted] 's account with his early termination fees waived in fullIn the event this happens, Mr [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX We apologize for any frustration Mr [redacted] have experiencedThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) It could have been thirty plus days to get any serviceI feel that amount of time was absolutely ridiculous also the five references they gave me to use for service, they would not honorthey knowingly sold me a product they could not servicesince they could not honor their own contract I want released from itI will return their equipment to themI went with Dishnet for my internetThe owner installer lives miles from meI had internet the very next day, and he will be my service man if needed Final Business Response / [redacted] (4000, 9, 2015/07/31) */ Thank you for bringing Mr [redacted] 's rebuttal to our attention Our records show that a ViaSat representative reached out to Mr [redacted] on July 26, to confirm his July 29, appointment, at which time Mr [redacted] requested that his service call be cancelledWe apologize that this work order was not completed in a timeframe that met Mr [redacted] 's expectations In order to further resolve this complaint, ViaSat is willing to waive Mr [redacted] 's early termination fees in full when he disconnects his accountMr [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 return instructions Currently, Mr [redacted] 's account is still activeIf he would like to move forward with the disconnection of his account, he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond Final Consumer Response / [redacted] (2000, 11, 2015/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I cancelled my account with Exede on July 24thService tech was at my house on Saturday July 25th at 9:AMto install my Dishnet internetI know that I am still a viasat customer but when you live out in the country as I do, there are no choicesAt least know the person that installed my internet will be the one to service it

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

Revdex.com: I must state that there never was any communication or correspondence received regarding any type of contract and I did not sign or electronically sign a month contract They sent me a copy with a signature that was not mine (note the last name was spelled ***) and I would never incorrectly spell my name when signing for anything Furthermore, it is my understanding from this response that I will not be charged any fees for terminating service and I fully expect at the time I do, that they will provide me with the means to return their equipment In addition, if you view all the many complaints against this business you will understand fully that my complaint is a valid one This business really needs to review their ethics policy in their business dealings and completely overhaul how they provide customer service I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and should I disconnect and find I am billed for anything at all regarding the disconnect I will be able to seek legal action against them Sincerely, [redacted]

We apologize for any issue Ms [redacted] experienced regarding the receipt of the approved refundDue to a system error, the refund was not properly completedHowever, as of today, December 20, 2017, a refund was issued to the payment method on fileAgain, Ms [redacted] should receive this refund within three to five business daysIf she does not, please have contact Viasat’s 24-hour Customer Service Department at 1-855-463-Thank You!

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

Thank you for bringing Ms [redacted] ’s rebuttal to our attentionViaSat is unable to locate a signed Customer Agreement for Ms [redacted] ; therefore, as stated in our previous response, ViaSat has agreed to waive the early termination fees from Ms [redacted] ’s collections balanceAs she was actively using the service, however, ViaSat does not agree to waive the monthly service fee of $She may either pay this through ViaSat directly by contacting our 24-hour Customer Service Department at ###-###-####, or through the collections agencyViaSat did not report the delinquent balance to any credit reporting bureausThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/29) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she [redacted] have experienced Regarding the account set up, it is ViaSat's policy to only set up an account in the person's name who is requesting serviceA credit check is performed on the customer requesting serviceViaSat had no knowledge that it was not Ms [redacted] requesting serviceWe apologize for any frustration or confusion she [redacted] have experienced in regards to this issue On February 1, 2015, ViaSat attempted to collect a payment of $from Ms [redacted] for the monthly service fees, but the payment failedMs [redacted] contacted ViaSat on February 12, to disconnect the account because it had been setup erroneouslyAt this time, the ViaSat representative advised Ms [redacted] of the Customer Agreement, early termination fees, and the equipment return requirementsUnfortunately, due to a system error, Ms [redacted] 's account was unable to be disconnected until February 17, We apologize for any inconvenience this [redacted] have caused her to experience ViaSat charged Ms [redacted] $in early termination fees for the Exede Internet service on March 1, 2015, but the payment failedMs [redacted] was charged $in early termination fees for the Exede Voice service on April 1, The payment failed and was added to the balance dueBecause the balance due on the account remained unresolved, Ms [redacted] 's account was sent to outside collections on April 14, In order to come to a resolution to this complaint, ViaSat will have Ms [redacted] 's account removed from outside collections with the balance due waived in fullViaSat did not report the delinquent balance to any credit reporting bureausThis request has been escalated as of today, June 29, Ms [redacted] should be advised that it [redacted] take up to business days for her account to be completely removed from collections Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms [redacted] complaint to our attention Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming on small screen devices or at 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 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, signed by Ms [redacted] on September 24, 2016, that speeds may vary and are not guaranteed In addition, Section of the Customer Agreement clearly states, “The performance of some games over the Internet is very poor and some games may not work at all.” This is also advised to customers at the point of sale Our records show Ms [redacted] contacted Viasat via email on October 11, advising that she felt she had been misinformed at the point of sale regarding her ability to game onlineIn response, the Viasat representative provided Ms [redacted] with troubleshooting steps and recommended that she call in for additional assistance Viasat did not hear back from Ms [redacted] until February 7, 2017, at which time she reported a connectivity issueMs [redacted] was guided through troubleshooting, after which a service call was orderedThis service call was fulfilled on February 21, with the Viasat technician realigning Ms [redacted] satellite dish Ms [redacted] did not contact Viasat again until August 28, 2017, at which time she requested disconnectionAfter being advised of the disconnection disclosures, however, Ms [redacted] stated that she would call back another time to disconnect her account Ms [redacted] transitioned to Viasat’s Unlimited Data Silver service plan on November 3, She contacted Viasat on November 10, via online chat to advise she was experiencing buffering; however, the chat ended before the Viasat representative could provide full assistanceMs [redacted] chatted in again on February 5, to request her service plan be transitioned; however, the chat once again ended before the Viasat representative could assist her Viasat had multiple interactions with Ms [redacted] between February 6, and February 18, regarding various aspects of her Viasat service, including service plan transition requests and speed concernsMs [redacted] was provided with assistance during these interactions; however, our records indicate that her chat contacts or phone calls may have inadvertently droppedWe apologize for any frustration this may have caused Ms [redacted] to experience On February 6, 2018, Ms [redacted] contacted Viasat to request a service call so a technician could assess her equipment as she was experiencing speed issuesThis service call was fulfilled on February 9, with no trouble foundOn February 18, 2018, Ms [redacted] contacted Viasat to request that her service plan be transitioned to the Unlimited Data Bronze service plan as described above Viasat does not agree to waive Ms [redacted] early termination fees if she chooses to disconnect serviceAdditionally, 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 Agreement A [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions Thank you for the opportunity to respond

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels the way he does As stated in the previous response ViaSat has issued back the refund of $on September 16, Mr [redacted] should receive that refund within 3-business days from that dayIf Mr [redacted] wants to dispute the overdraft charges that this may have caused he can contact customer care at ###-###-#### and fax over his bank statement Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I only get megabyte of speed pr, second most of the time never even close to megabytes I want at least close to megabytes of speed like they said when I purchased the plan, I know they have control of the speed the service text as told me and if they didn't woh can they shut you down to a lower speed when you exceed your monthly allotment

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels the way he doesViaSat did complete their investigation which was explained on the previous responseWe apologize if Mr [redacted] feels this was not communicated to his satisfactionViaSat will honor the waiver of the early termination fees when Mr [redacted] is ready to disconnectMr [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] ***’s response to ViaSat’s attentionWe apologize for any inconvenience this may have caused At this time [redacted] is no longer due any refunds from ViaSatAll refunds have been issued back to [redacted] ***The $ [redacted] is inquiring about was refunded back to the payment method on file on November 29, If [redacted] feels that this refund was not issued back she will need to provide a rolling bank statement for all of November into December showing that the refund was not issued back so ViaSat can investigateThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I have attached my "monthly usage meter"You can see that it does not reflect where data is being used, and this is a deceptive practice by ViasatMy package includes free email and web browsing, with no restricted hours on that useHowever, Viasat Revdex.com response states my usage is from web browsingSince I can't see that on the attachments, as a customer I never know where the data is really being usedHowever, since they have said it was mostly web browsing, then we go back to the original issue of Viasat incorrectly charging me and I should be credited back data for this web browsing and email useMy service has been out for weeks out of this past month, and I am not aware of any credit for $or $195.35, as they should not be charging me for the lost weeksIf they are indeed crediting my account, there should be no charge for these weeks, the $can cover April (minus the weeks), May, and then the remainder should be put towards the contract for the remainder which expires in March to keep me at $starting in MayTheir math is wrong: $for April, + $for May, then a credit of $19.99/month for the other months would total $for those months, so the total they are telling you they are crediting me is $but their totals of $225.34+ $is $They should be crediting me for the remainder of the contract, which would work out to be $180, plus the $for April and May, which still leaves me a credit of $From that they can credit the $5.99/month which would be $66, still leaving a credit balance of $54, which they can apply evenly over the remainder of the term.In my experience with Exede, the customer is only given a "fuel gauge" type meter and no details about their usageI have been complaining along with MANY other about thisWe've been on vacation with the Exede modem not working at all, and had data usedThere is no way our account used itIf the customer was given specifics, they could manage use, see where their data is going AND have proof when it is not from their accountWhen you call, they ALWAYS turn it back to the customer This company not only doesn't care, but is flippant with some sort of "try and get me" type of attitude Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels the way he doesViaSat did complete their investigation which was explained on the previous responseWe apologize if Mr [redacted] feels this was not communicated to his satisfactionViaSat will honor the waiver of the early termination fees when Mr [redacted] is ready to disconnectMr [redacted] can contact Customer Care at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term 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 satisfactionAt 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 respondTell us why here

Thank you for bringing Ms [redacted] complaint to our attention Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly EasyCare fee, 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, signed by Ms [redacted] on May 8, 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 termAdditionally, the Customer Agreement advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesCustomers are advised of these commitments at the time of sale and are reminded of them 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 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 Our records show Ms [redacted] ordered service on May 6, via a local Viasat dealer, and the equipment was installed and activated at her home on May 8, On May 12, 2018, Viasat charged Ms [redacted] $in monthly service fees, but the payment failedViasat received a call from Ms [redacted] on May 16, 2018, at which time she requested the disconnection of her account because she was dissatisfied with the speed of the serviceDuring this conversation, the Viasat representative presented several retention offers to Ms***, including a free service call, but they were declinedThe Viasat representative reminded Ms [redacted] of the 24-month minimum service term and early termination fees, and informed her that she could place her account on the Hibernation Plan for up to six months and would be provided with a discount of $off her bill per month for monthsMs [redacted] advised she would call back later As resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees in full if she disconnections prior to June 12, 2018; however, Ms [redacted] is responsible for satisfying the balance due of $currently on her accountAdditionally, Ms [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, as described aboveViasat will supply her with a UPS box with free return shipping label and illustrated instructions within a week after disconnection As Ms [redacted] currently has the EasyCare program, she is eligible for a free service call if one is required for assistance with the uninstallation; however, Ms [redacted] should be informed that she is still responsible for returning the modem and the transceiver via the *** box Currently, Ms [redacted] account is still activeShe may call Viasat’s 24-hour Customer Service Department at 1-855-463-in reference to ticket no [redacted] if she would like to move forward with the disconnection of her service Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: The problem is not resolved [redacted] called March 11th early evening; I was driving to teach for the weekend, he agreed to call back March 14th He did so and we ended up agreeing a Viasat technician would call within 24-hours to take remote control of my laptop and fix the problem [redacted] also stated he would call me March 15th to check how things had gone NEITHER happened, and I still have not been contacted by anyone from Viasat since, and that is typical tooThe response did not specify what the supposed credit is for, nor what dates it covers Before I decide to accept it or pursue other action I need that information, which should have been providedAll communication to me must also go to [redacted] @ [redacted] as well, I cannot rely on the wildblue emailOutlook has stopped receiving emails This could be a coincidence or a problem with Outlook It could also be due to something Viasat did or that changed at their end I am particularly suspicious because they know once emails are received through Outlook Viasat cannot completely take them away And I find it an amazing coincidence that this occurred the week following the last conversation I had with [redacted] (who, as I have previously noted) Viasat refuses to reconnect me withCoincidences usually have a root and deliberate cause Typically, the more a party denies there is one the more likely it is there is oneThe Viasat response indicates they have determined the problem is related to Outlook and not to Exede services Yet they dishonor their promises to follow through Until this has been completely resolved I have no reason to believe their statement regarding Outlook and ExedeI have also requested, verbally and in writing, from Viasat, a written transcript of all recorded telephone conversations February 23, forward, giving them a delivery date to me at home by SSPS of March 17, They have not done so and have been silent regarding thisAs you know, other than in connection with some law enforcement and national security situations, I am legally entitled to these records when conversations are being recorded And Viasat states they are being recorded Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat’s Data Allowance Policy The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mr [redacted] on September 12, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work Mr [redacted] is currently receiving ViaSat’s Exede 25GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 25GB monthly data allowance and a Late Night Free Zone between 12:AM and 5:AM, local time, during which unmetered service is provided at no additional costCustomers have the choice to purchase additional data under ViaSat’s Buy More option at $per GB on an as-needed basis, but are not required to do so ViaSat provides customers access to view his or her date usage through ViaSat’s data usage meter available at www.myexede.netViaSat does not support third-party data trackers and cannot verify their accuracy Our records show Mr [redacted] contacted ViaSat via email on February 12, regarding his data usageIn response, the ViaSat representative reminded Mr [redacted] on the Data Allowance Policy, and advised him to call in for further information regarding his usage Review of Mr***’s usage during his January 16, 2016-February 16, billing cycle shows that he exceeded his monthly data usage on February 7, The following days are when he used the most data during this timeframe: • January 28, 2016: Marketplaces (e.g., iTunes Store, Kindle), media (e.g., YouTube, Netflix), web browsing, social networking, miscellaneous apps, storage (e.g., online backup, file transfers), communications (e.g., instant messaging, audio or video calls) • January 31, 2016: Marketplaces, media, web browsing, social networking, miscellaneous apps, storage, communications, system updates, gaming Mr***’s data usage reset on February 16, ViaSat received contact from him via online chat the same day regarding his data usageDuring this conversation, Mr [redacted] advised that his wireless router was showing he only used 0.1GB of data, while ViaSat’s data usage meter was showing 1.6GB used On Wednesday, February 17, 2016, ViaSat internally escalated Mr***’s account to ensure his usage meter is accurately calculating his data usageAs of February 24, 2016, ViaSat has not found any issues with Mr***’s usage meterCurrently, Mr [redacted] has used 5.7GB of his 25GB monthly data usageThe majority of this data has gone towards marketplaces, media, web browsing, storage, system updates, social networking, communications, miscellaneous apps, storage, and gaming If Mr [redacted] continues to experience issues with his usage we advise him to look into the programs that are running in the background, whether his router is secure, and to check his day to day activity Thank you for the opportunity to respond