ViaSat

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedExede is a product of ViaSat and WildBlue was purchased by ViaSatViaSat is the companies nameAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Mr [redacted] on October 7, and available at [redacted] ViaSat cannot activate services without a signed electronic customer agreement which is done at the time of installationViaSat has included a copy of the customer agreement with Mr [redacted] signature on itMr [redacted] had access to contacting ViaSat as he had previouslyMr [redacted] contacted ViaSat in November to update his payment method and again numerous times in to see about disconnecting the accountViaSat also requires a valid contact email be on file so the monthly statement can be emailed as ViaSat is a paperless companyViaSat has [redacted] as the contact emailMr [redacted] account went into a non-pay disconnection on February 16, and was charged the early termination fees of $Mr [redacted] failed to return the equipment which led to a charge of $for non-returned equipmentMr [redacted] final bill was for $which was not received in time and the account was sent to an outside collection agency on April 25, On May 3, ViaSat received a check from Mr [redacted] for $which was applied to the account and the collections team updated this with the outside collection agency so that Mr [redacted] was no longer in collectionsAt this time Mr [redacted] is no longer in collectionsViaSat does not agree to issue any refunds back to Mr [redacted] as all the charges are valid chargesThank you for allowing ViaSat the opportunity to respondTell us why here

Complaint: [redacted] I am rejecting this response because:I am opening another complaint because during the last complaint Viasat promised to refund me $and that I would only be charged $for cancellationI was going to walk away and cut my losesToday Viasat hit my bank account for $I called Viasat and spoke with a managerAt first she said that I was under contract to pay that amountIt was only after I told her that I had records of Viasat saying that I would only be paying $171.50, then she said she "found the notes"Viasat has now caused my account to be overdrawn and fees from my bank may applyIf so, I believe Viasat should be responsible for these fees because they did not stick to their wordI would also like the full $to be refundedI spent another hours today on the phone with both them and my bankI also have still not received the $credit to my bank account promised in the last complaint Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr [redacted] has experienced issues since the installation was done on January 17, ViaSat has performed multiple service call and per Mr [redacted] the issue was still happening On January26, Mr [redacted] called to disconnect the account as the service was not meeting his needs or expectationsIn order to arrive at a resolution ViaSat has waived the early termination fees from the account and issued a refund of $back to Mr [redacted] ’s payment method today January 27, which he will see within 3-business daysThank you for allowing ViaSat the opportunity to respond Tell us why here

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the areaCustomers have the option to transition their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaCustomers 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] (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 workThe monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter resetDue 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 activityMs [redacted] is currently receiving ViaSat’s Evolution GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a 20GB monthly data allowance and speeds up to Mbps for download, and up to Mbps for uploadUpon review of Ms [redacted] ’s account, ViaSat determined that the usage is being consumed by web browsing and other traffic (MiscApps and Internet Privacy)Currently, Ms [redacted] has consumed GB of usage and her usage will reset on April 12, Since March 8, 2016, Ms [redacted] has been credited $Currently, she has a credit of $that is pending on her accountThese credits will apply towards her bill on April 12, In order to bring this complaint to resolution, ViaSat will agree to upgrade Ms [redacted] ’s account to the Freedom plan at $a month, plus applicable taxes and a $monthly equipment lease feeHowever, ViaSat will not agree to offer this to Ms [redacted] at the discounted price she is requesting for the remainder of her contractYet, ViaSat will agree to discount this package to Ms [redacted] for four monthsViaSat will apply credits to her account to go towards her June, July, August, and September bills as Ms [redacted] currently has credits applied to her account already that will cover her April and May bills at no charge to herThese credits will keep Ms [redacted] at the $monthly charge during June, July, August, and SeptemberAs of today, April 1, 2016, Ms [redacted] ’s ViaSat account has been upgraded to the Freedom planIf Ms [redacted] requires additional assistance regarding her usage and the data allowance policy, she may contact ViaSat’s Customer Service department at ###-###-####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 might have causedOn November 12, 2016, Ms [redacted] ’ contacted ViaSat to request the disconnection of her ViaSat as she was relocating and need to create a new account The new account was activated on November 23, 2016, but her old account was not disconnected until November 15, 2016, due to the pending order ViaSat collected a onetime payment of $from Ms [redacted] ’ original account ( [redacted] ) on November 8, As the new account was activated on November 23, 2016, ViaSat collected a onetime payment of $for the first month of services on November 24, Additionally, Ms [redacted] was given $off her monthly services for twelve months beginning December 1, Ms [redacted] contacted ViaSat December 6, 2016, to discuss the charge on her original account and request a refund for the duplicate chargesDuring this conversation, Ms [redacted] was educated that a request would be escalated and it could take seven to fourteen business days before completedSince this date, Ms [redacted] has been waiting eleven business days for the duplicate refundIn response to this complaint, and as a gesture of good faith, on December 21, 2016, ViaSat issued the refund of $to the payment method on fileMs [redacted] should receive the refund within three to five business daysIf she does not, please have her contact ViaSat’s 24-hour Customer Service at ###-###-#### Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: The dates Viasat have provided for when the "charge back" occurred have been inconsistent and continue to fluctuateI have been told 10/16/15, 10/24/15, 10/29/15, 1/15/16, and 1/29/I am requesting they submit their documentation or proof of the specific date the charge back occurred (please do not submit attempt dates), as well as, the time and account the charge back was attached toI have reached out to my bank, once again, and they have sent me a business letter stating after the refund check was received, they closed the provisional credit line as well as the case itselfThey would not have had reason to reenter and issue a charge backPlease refer to the attached letter.Thank you, [redacted]

Thank you for bringing Ms [redacted] complaint to our attention The Customer Agreement, signed by Ms [redacted] on September 12, 2015, advises that customers are responsible for returning Viasat’s modem and transceiver within days after disconnectionFailure to return the equipment will result in an unreturned equipment fee of $300.00, not including taxesViasat supplies customers with a [redacted] box and free return shipping label within a week after disconnection, which also includes illustrated instructions Our records show Ms [redacted] disconnected her account on October 14, Viasat received notification on October 26, that she had returned the transceiver, but had returned a third-party router in lieu of the Viasat modemSubsequently, on November 16, 2017, Ms [redacted] was charged $in unreturned equipment lease feesMs [redacted] called in the same day, at which time she was informed that the modem had not been returnedA second equipment return kit was requested to be sent to Ms [redacted] for the return of the transceiver Between December 4, and January 26, 2018, Ms [redacted] called in numerous times regarding the return of her modem and to request a refund of the $unreturned modem feeSeveral requests to have the modem tracked were escalated, the results of which showed that Viasat did not have record of the modem being returned As of January 29, 2018, Viasat does not have any record of the modem being returnedHowever, as resolution to this complaint and as a gesture of goodwill, Viasat has issued a refund of $to Ms [redacted] payment methodMs [redacted] should be advised that it may take her three to five (to 5) business days from the issue date for her to see the $deposited into her account Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/09/18) */ Thank you for bringing Mr***' complaint to our attention Our review of his account shows that he requested the disconnection of his account on August 16, because he was unhappy with the serviceUnfortunately, the ViaSat representative failed to disconnect Mr***' account as requestedSubsequently, on September 16, 2015, Mr [redacted] was charged $for monthly serviceHe called the same day regarding the charge, at which time his account was successfully disconnected and a refund request for the amount paid was escalatedThe refund of $was issued back to Mr***' payment method the same dayIt may take Mr [redacted] approximately 3-business days from the issue date for him to see it deposited into his account We apologize for any frustration Mr [redacted] may have experiencedWe feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr***' complaint Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/09/28) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have caused herAt the time of sale customers are made aware of ViaSat's Data Allowance Policy and how to access their usage meter on their myexede home pageWe apologize if Ms [redacted] feels this information was not communicated to her satisfactionAt this time ViaSat does not provide a daily, weekly or monthly break down of exactly what Ms [redacted] is using her service forViaSat offers each customer the opportunity to track their usage at myexede.com this will allow the customer access to their current usage but will not break down the actual usageMs [redacted] is welcome to contact customer service at any time XXX-XXX-XXXX to discuss a breakdown of the usage, but again this will only show certain informationWe apologize and ViaSat is looking into future improvements regarding the data usage breakdownThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe this business is falsifying my data usageIf I can't see the data usage breakdown myself, I will not be convinced otherwiseTheir data meter is a pie chart showing how much data has been used but not what it was used onThe business did tell me how to view my data but did not explain I will never be able to see for myself the breakdown of how it was used As I stated in my complaint, my family has decreased our internet usage to almost nothing and still get the same results month after monthI pay a lot for their service and expect to see what my money is buying me If it was just me with this complaint against this business it would be one thing but I have heard from others the same complaintsAlso, this business' policy is to share my data usage information with a third party but not me, the customerI think if they can do that, they can "share" it with me At the very least, they should change their advertising for the plan I'm on to "you can't do very much with 10gb, might as well spend another $a month and get our biggest plan"Because they lead you to believe you can be on facebook and download short 1-minute videos, or surf the web and 10gb will be plenty of data Final Business Response / [redacted] (4000, 10, 2015/09/30) */ Thank you for bringing Ms [redacted] 's response to ViaSat's attentionWe apologize that Ms [redacted] feels the way she does regarding the services she has purchasedAt this time ViaSat cannot provide Ms [redacted] with a breakdown of the usage unless she decides to call customer service a call at XXX-XXX-XXXX and authorizes the agent to discuss the usageWe apologize for any inconvenience this has causedThe meter that ViaSat provides to each and every customer is accurate and ViaSat stands by their usage meterIf Ms [redacted] feels the service will not meet her needs or expectations ViaSat is willing to let Ms [redacted] out of contract with no early termination feesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement, provided to each new customer and signed by Mr [redacted] on February 4, 2016, commits customers to a 24-month minimum service term for the Exede Internet service and a 6-month minimum service term for the Exede Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service terms Customers are advised of this at the time of sale and 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] called ViaSat on February 10, regarding a monthly service fee of $charged by ViaSat on February 8, During this conversation, the ViaSat representative explained to Mr [redacted] that ViaSat billed in advance and that his bill cycle date was based on his service installationViaSat’s billing periods occur every fourth day within a monthAs Mr [redacted] account had been installed on February 4, 2016, his bill cycle date was automatically scheduled for the 8th of each monthWhen Mr [redacted] informed the representative that he had been unaware of ViaSat’s billing processes, the representative offered him a credit of $towards his internet service planMr [redacted] accepted Per his request, the ViaSat representative advised Mr [redacted] of his Exede Internet and Exede Voice early termination feesWhen Mr [redacted] asked if he could keep the Exede Voice service and cancel the Internet service, he was correctly advised that he could notViaSat’s Exede Voice service is only compatible with ViaSat’s Exede Internet serviceMr [redacted] disputed the early termination fees associated with the Exede Voice service and advised he would be calling back the next day to disconnect all servicesAt no point did the ViaSat representative offer to call Mr [redacted] back to disconnect his account ViaSat did not hear back from Mr [redacted] until August 1, Because his account was still active, Mr [redacted] was charged each month for monthly service fees for his Exede Internet and Voice servicesDuring the August 1, conversation, Mr [redacted] account was disconnected, per his request, and a supervisor applied a credit of $to waive his early termination fees as a gesture of goodwill as Mr [redacted] had not been using the service Unfortunately, because this waiver for the early termination fees was not correctly escalated, the credit was rejected upon the disconnection of Mr [redacted] accountSubsequently, on August 8, 2016, ViaSat collected a payment of $from Mr [redacted] for his early termination fees Mr [redacted] called regarding the early termination fees on August 9, 2016, at which time a refund ticket was createdAs the early termination fees were considered valid, the request was rejected on August 11, Mr [redacted] was advised of this on September 1, 2016, and his request was escalated to ViaSat’s Corporate Resolution Team for review and approval The same day, ViaSat’s Consumer Affairs Team received an email from Mr [redacted] regarding his concernsIn response, the early termination fees of $were refunded to Mr [redacted] payment method the same dayMr [redacted] was advised of this via emailMr [redacted] will see this amount deposited into his bank account within three to five business days from the issue date We apologize for any frustration Mr [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Mr [redacted] complaintThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention 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, signed by Ms [redacted] on March 4, and available at exede.com/legal, that speeds may vary and are not guaranteed The Customer Agreement also commits each customer to a 24-month minimum service term and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service 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 Ms [redacted] called ViaSat on February 27, because she was experiencing slow speedsWhen she was informed that congestion was impacting her service, she requested to know how many months were left in her 24-month minimum service term and to speak to a supervisorMs [redacted] was provided the requested information, and her call was transferred accordingly During her conversation with the ViaSat supervisor, it was agreed that ViaSat would waive her early termination fees upon the disconnection of her serviceThe supervisor informed Ms [redacted] of all disconnection disclosures; however, the account was not disconnected as Ms [redacted] requestedWe apologize for any frustration this may have caused her to experience As the account was still active, on March 8, 2017, ViaSat charged $in monthly service fees, but the payment failedSubsequently, on March 20, 2017, the account was suspended for nonpayment On March 24, 2017, Ms [redacted] called about the balance due, at which time her account was disconnected and the balance was waivedUnfortunately, the ViaSat representative failed to escalate a request to have Ms [redacted] ’s early termination fees waived; therefore, on April 8, 2017, ViaSat collected a payment of $from Ms [redacted] for her early termination feesMs [redacted] called in about the charge on April 11, 2017, at which time a refund request was escalated for the early termination fees and another request was escalated for reimbursement of Ms [redacted] ’s overdraft feesOn April 13, 2017, both of these requests were denied Ms [redacted] called for an update on her refund requests on April 15, and April 19, Both times, she was incorrectly advised that her refund had been issuedWe apologize for any frustration this may have caused Ms [redacted] to experienceMs [redacted] was correctly informed that the requests had been denied on April 24, As resolution to this complaint, ViaSat has issued a refund for Ms [redacted] ’s early termination fees of $as of April 27, It will take three to five business days from the issue date for her to see this amount deposited into her account ViaSat is willing to reimburse Ms [redacted] for any overdraft fees caused by ViaSat’s charges; however, she will need to provide a copy of her rolling 30-day bank statement showing her balance prior to the charge, the ViaSat charge, and the subsequent overdraft feesMs [redacted] may fax this documentation in to 720-228-and reference ticket noShe should be sure to black out any personal information from the statement before sending it in, such as her bank account number 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, Christopher Leonard P.SMy debit card is cancelled and they must credit my account with First Midwest Bank of Dexter for 74.52, since I now have a new debit card number. Thank You

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any confusion she [redacted] have experienced with ViaSat The Customer Agreement signed by Ms [redacted] on June 25, states that monthly fees are payable in advance Customers are also made aware of this at the time of the saleRegarding the charge to Ms***'s credit card, ViaSat collected an advanced payment for the first month of service ($69.99), the monthly equipment lease fee ($9.99), applicable taxes ($0.77), and prorated charges based on Ms***'s installation date ($7.74)Purchasing ViaSat's service with DirecTV does not bundle the billingViaSat handles customer billing for its own services and therefore, Ms [redacted] is billed separately for her ViaSat internet serviceWe apologize if this was not explained to Ms [redacted] at the time of purchase ViaSat's bill cycle dates occur every four days in a month (e.g., 1st, 4th, 8th, etc.) and are based on the installation date of a subscriber's serviceAs Ms***'s service was installed on June 25, 2015, her bill cycle date fell on the 28th of each monthViaSat notifies customers via email when their bill is due The Customer Agreement also advises that the speed of service is not guaranteed and [redacted] varyCustomers are also advised of this at the point of saleDue 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 Our records show Ms [redacted] contacted ViaSat on June 29, because she had been billed higher than what she'd been quoted at the time of sale, and that she was being billed separately from DirecTV when she'd been told it would be bundledDuring this conversation, the ViaSat representative explained to Ms [redacted] that customers who signed up for ViaSat's service through DirecTV received a $discount on their DirecTV bill per month for months, but that the billing was still separateThe ViaSat representative attempted to further explain the billing to Ms***, but the call dropped before he could finishWe apologize for any inconvenience this [redacted] have caused Ms [redacted] to experience Ms [redacted] called ViaSat back the same day regarding her billing and the speed of her serviceThe ViaSat representative advised Ms [redacted] that there was network congestion in her area that was impacting her service, and that they would be unable to troubleshoot that particular issueMs [redacted] was also advised that the congestion would not lastDuring this conversation, the ViaSat representative also provided Ms [redacted] with a breakdown of her monthly invoice, and offered her a discount of $off her bill per month for months as a gesture of goodwillMs [redacted] accepted the offer ViaSat received a third call from Ms***, at which time she requested the disconnection of her account due to the speed of her service and her billing concernsAt this time, the ViaSat representative explained the billing to Ms [redacted] and once again reminded her that she was receiving a bundle discount from DirecTV for ordering the ViaSat service through themThe ViaSat representative also advised Ms [redacted] that troubleshooting could not be performed as resolution for the network congestion, but that they could troubleshoot to see if there was something else impacting her serviceMs [redacted] declined and inquired about disconnectingOnce again, Ms [redacted] reminded of the Customer Agreement, early termination fees, and the equipment return proceduresThe ViaSat representative also offered Ms [redacted] a free month of service, which she also declined The Customer Agreement requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termThe Customer Agreement also advises that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions for the return of this equipment within a week after their disconnectionOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dish In consideration of Ms***'s short term as a ViaSat subscriber, ViaSat will waive her early termination fees in full if she disconnects by July 27, If she would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 4, 2015/12/07) */ Thank you for bringing Mr [redacted] 's 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 July 27, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The Customer Agreement also advises customers that the service speeds are not guaranteed and may varyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity Mr [redacted] was 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 MbpsCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costOur records show that since his installation on July 27, 2015, Mr [redacted] purchased a total of GB of additional data Mr [redacted] contacted ViaSat on November 3, via online chat with questions about his data consumptionDuring this conversation, a ViaSat representative reminded Mr [redacted] of the above-mentioned information regarding ViaSat's Data Allowance PolicyMr [redacted] was provided with information on the causes of high usage, how he could monitor his usage via ViaSat's account management portal at myexede.net, and the other service plans available in his areaThe ViaSat representative advised that the majority of his usage for that billing period had gone towards web browsing, marketplaces (e.g., iTunes App Store, Kindle, etc.), software updates, media (e.g., YouTube, Netflix, Spotify, etc.), social networking, online storage (e.g., iCloud, Dropbox, etc.), communication, file sharingWhen Mr [redacted] advised that he unplugged his modem when not in use, the representative explained that the modem had to remain powered on in order to accurately update a customer's usage meter at myexede.net The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to display the correct usage ViaSat did not hear back from Mr [redacted] until December 3, 2015, at which time he requested the disconnection of his account due to his dissatisfaction with the data allowancesDuring this conversation, the ViaSat representative offered to review Mr [redacted] 's usage with him, but Mr [redacted] declinedAt this time, the ViaSat representative reminded Mr [redacted] of his signed Customer Agreement, the 24-month minimum service term, and the applicable early termination fees before processing his disconnection request The Customer Agreement 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 In consideration of the above-provided information, ViaSat does not agree to waive any portion of Mr [redacted] 's early termination fees Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as I'm concerned, Viasat is fabricating useage for clientsI don't do social media, ITunes, Icloud or ap store or file sharingAfter that conversation on November 3rd, I left my modem on, and still had increased useage according to viasatI had to buy more data, and every month, would have to buy moreDuring the month of November, the same thing occurredMost of my data allowance dissappeared in days, and for the remainder of the period, I used only gigs? Viasat totally drives the busIf they say you used data, and tell you what you supposedly used it on, there is no discussionThat's like going to a restaurant, sitting down, and getting presented with a ***"our server says she already served you.You ate live and onions." End of discussionDoes Revdex.com accept that this company tells a customer what they used without substantive proof, and that's the end of discussion? Viasat could say anything, and that's thatHow does that not look like a scam? Consumers are getting ripped off and Revdex.com is ok because viasat's been in businessIf so many customers report the same experience, and nothing is taken seriously, then there is no legitimate watchdogWhen there is a class action lawsuit, sign me upI have a small businessIf I receive a complaint, I have to settle that complaint that my customer will agree toI don't agree to this As far as me not contacting them again, I knew I'd get stonewalledThere would be no sense in going through that process again I show a picture of their billing, and my usageAs is shown, the trend is more usage in almost every monthThat makes no senseAnd viasat saying that I should have contacted them againIn days I supposedly used 41% of my data? What would they say? I left the modem on, and turned off my computers when not usedNothing changedTheir representative had no response when I asked where in their documents did it say to leave on the modemNow they're saying it was in the print at the bottom of the page? Their expert didn't know that?..or did that just get added? I suspect there will always be some excuseIt was an experience I'd never recommend to anyone Final Business Response / [redacted] (4000, 8, 2015/12/09) */ Thank you for bringing Mr [redacted] 's complaint to our attention Once again, ViaSat does not agree to waive Mr [redacted] 's early termination fees of approximately $in fullHowever, in order to come to a resolution regarding this complaint, ViaSat is willing to waive half of the amountThis will leave Mr [redacted] responsible for a payment of approximately $This request has been escalated internally as of today, December 9, Thank you for the opportunity to respond Final Consumer Response / [redacted] (2000, 10, 2015/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) If I took this to small claims court, that is most likely the resolution I would get from a judgeWhat concerns me is that Viasat isn't likely to fix the real problemThey haven't addressed the issue of overcharging, which was the problem in the first placeCustomers are at the mercy of this practice.There doesn't seem to be any intent, or motivation to change

Thank you for bringing Ms***’s response to our attention As per our previous response, Ms [redacted] ordered her Viasat service through our Online Order Entry functions on November1, and did not contact Viasat’s sales departmentWe apologize for any misinformation Ms [redacted] believes she received as the information about the Unlimited plans is available for our customers to go over when ordering online Also per our previous response, Ms***’s been explained to on numerous occasions that her plan is unlimited and may be prioritized behind other customers who have not exceeded GB’s of once she has exceeded GB’s of data during peak times Once again, Viasat feels that all appropriate information has been given to Ms [redacted] regarding her Unlimited Data Silver service planAs such, Viasat does not agree to waive her early termination fees if she chooses to move forward with disconnecting her service If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Service Department at 1-855-463- Thank you for the opportunity to respondTell us why here

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 Viasat’s EasyCare program at $5.99, 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.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 March 14, 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 Our records show Ms [redacted] purchased Viasat’s Unlimited Bronze 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.On March 29, 2018, Ms [redacted] contacted Viasat in order to request a disconnection of her services due to feeling misled by her Viasat authorized dealer about her speeds and her contractA Viasat representative assisted her by reading disconnection disclosures, including information about her approximate early termination feesMs [redacted] chose not to proceed with the disconnectionIn light of this complaint, Viasat has reviewed Ms [redacted] account for her speedsAs of April 2, 2018, Ms [redacted] has used approximately GB out of her unlimited data usageDue to the GB threshold, it is possible that Ms [redacted] will experience slower speeds during peak congestion hoursA speed test run on April 2, reveals that Ms [redacted] speeds are within range of her plan and data usageIn an offer of goodwill, Viasat will agree to waive Ms [redacted] early termination fees should she choose to disconnectIf Ms [redacted] would like to take advantage of this offer, or if she has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/12/21) */ Thank you for bringing Mr [redacted] ' complaint to our attentionWe apologize for any issue 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 April 29, (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 workThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost Mr [redacted] is currently receiving ViaSat's Exede 10GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides a 10GB monthly data allowance, download speeds up to Mbps, and upload speeds up to MbpsDue 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 Our records show Mr [redacted] contacted ViaSat on May 16, regarding the speed of his serviceDuring this conversation, the ViaSat representative guided Mr [redacted] through troubleshooting before performing an internal speed test on Mr [redacted] ' modemThe results of this test showed that Mr [redacted] was receiving above-advertised speeds for both download and uploadMr [redacted] ran a speed test on his own computer through his wireless router, at which time it was determined that the speeds on his end were slower, but still within acceptable rangeHowever, as Mr [redacted] was dissatisfied, the ViaSat representative offered him a service call and a goodwill credit of $Mr [redacted] accepted both offersViaSat's technician went out to Mr [redacted] ' home on May 18, 2015, at which time his dish was realigned and some connectors were replaced ViaSat was not contacted again by Mr [redacted] until August 8, 2015, when he called in because he was experiencing slow speedsAt this time, Mr [redacted] was advised that there was congestion on the network in his area that was impacting his services, and was provided with another $goodwill credit for the inconvenience On September 2, 2015, Mr [redacted] called ViaSat because the majority of his 10GB monthly data allowanceDuring this conversation, Mr [redacted] advised that he was using the internet service to record and stream movies on his Smart TVAt this time, the ViaSat representative reminded Mr [redacted] of the Data Allowance Policy and high causes of usage, and educated him on how he could manage and monitor his data usage throughout the month ViaSat received a call from Mr [redacted] on December 15, because he'd exceeded his data, and wanted a manual reboot of his modem Our records show Mr [redacted] ' data for this billing cycle (December 1, 2015-January 1, 2015) shows that his 10GB monthly data allowance went towards web browsing, marketplaces (e.g., app stores, eReaders), media (e.g., Netflix, Spotify, DirecTV OnDemand etc.), communications (e.g., instant messaging, email, audio/video calls and chats, etc.), social networking, storage (e.g., cloud storage and online backups, file transfers, etc.), and system updatesHis usage is scheduled to reset on January 1, If Mr [redacted] chooses to move forward with the disconnection of his account, ViaSat does not agree to waive any portion of his early termination fees Thank you for the opportunity to respond

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

Initial Business Response / [redacted] (1000, 12, 2015/12/28) */ Thank you for bringing Mr [redacted] 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 and if service is canceled prior to the minimum service term, early termination fees will applyThey are also informed that speeds may vary and are not guaranteedEach of these points is also addressed in the Customer Agreement 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 December 3, to discuss the disconnection of his ViaSat accountDuring his conversation, Mr [redacted] was advised of the early termination fees that would apply should he wish to move forward with the disconnection of his servicesMr [redacted] services were disconnected on December 3, ViaSat attempted to collect $from Mr [redacted] payment method on file on December 20, for the early termination fees; however, this payment failedAs a gesture of good faith and in order to bring this complaint to a resolution, ViaSat will agree to apply a credit to Mr [redacted] account for the full $to bring the account to a zero balanceMr [redacted] has returned his leased ViaSat equipment; therefore, no further charges shall occurShould he receive any charges, please have him contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) first..the credit card viastat tried to collect on was cancelled after its use in london england and I was in georgiai refute their claim that I was made aware ofa contract originallyas a matter of fact the selling employee and I specifically discussed no contract I am happy for me to owe nothing and to be at the point of not having to deal with this organizationthank you

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSatAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment and early termination feesThese points are also addressed in the Customer Agreement, available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionThe minimum service term starts on the date of a customer’s installationMs [redacted] ordered service through [redacted] , an authorized seller of ViaSat’s services, on July 25, 2014, and was installed on July 26, Ms [redacted] ’s contract term started on July 26, Ms [redacted] called ViaSat on July 29, advising that she had not been aware that her Exede Internet service would be billed separately from [redacted] , and requested the disconnection of her accountDuring this conversation, the ViaSat representative offered Ms [redacted] a monthly discount of $off of her ViaSat bill per month for months and a credit of $if she would keep ViaSat’s serviceMs [redacted] acceptedThe ViaSat representative also advised Ms [redacted] of ViaSat’s billing practices, including being billed a month in advance and that it would be automatically drafted from her accountViaSat handles customer billing for its own services and therefore, Mr [redacted] would be billed separately by ViaSat for his internet service. Unfortunately, purchasing ViaSat’s service with [redacted] does not bundle the billingThe Customer Agreement 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 informs customers when their bill is due via emailOur records show these notices would have been sent to Ms [redacted] at [redacted] On August 8, 2015, ViaSat attempted to collect a payment of $from Ms [redacted] for her monthly service fees, but the payment failedHer account was suspended for nonpayment on August 19, 2015, and disconnected for the same reasoning on November 24, As Ms [redacted] still had approximately months left in her 24-month minimum service term, ViaSat charged her $for her early termination fees ($114.00) plus the existing balance due ($60.58) on December 8, Once again, this payment failedOn January 11, 2016, the account was sent to outside collections for the unresolved balanceIn order to come to a resolution regarding this complaint, ViaSat will waive Ms [redacted] ’s early termination fees of $from the collections balance; however, Ms [redacted] is still responsible for the monthly service payment 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