ViaSat

Initial Business Response / [redacted] (1000, 5, 2015/09/21) */ Thank you for brining Ms***' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat on August 24, to disconnect her ViaSat servicesAt the time of disconnection customers are made aware that the charge of $had already been collected for their monthly servicesViaSat's customer service representatives educated customers that unused services are not refunded if they disconnect in the middle of their monthly service term; however, we encourage customers to disconnect days before their next billing cycle to ensure no further charges occur As Ms***' monthly service fee had been collected at the time of disconnection, ViaSat's customer service representative did not request for the fees to be refundedHowever, as a gesture of good faith Ms [redacted] monthly service charge from August 24, 2015, in the amount of $62.48, has been issued to the payment method on fileMs [redacted] should receive this refund in three to five business days from today, September 21, Thank you for the opportunity to respond

Thank you for bringing Mr***' complaint to ViaSat's attentionWe apologize for any confusion this situation may have caused Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Mrs*** on November 5, (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 Exede's Data Allowance Policy is structured with a single data amount for downloads and uploads combinedViaSat's service plans are differentiated based on the amount of data for the service plan and each service plan is governed by a data allowance policyPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers 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 Given the short amount of time that Mr***' ViaSat account has been active, and in order to bring this complaint to a resolution, ViaSat will agree to disconnect the account with waiver of the applicable early termination feesHowever, ViaSat does not agree to refund any charges assessed for monthly services utilized thus farIf Mr [redacted] wishes to disconnect his ViaSat account with waiver of the early termination fees please have him contact ViaSat's customer service department at [redacted] and reference ticket number [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 illustrated instructions on what equipment he will need to return Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attentionViasat is a paperless companyAs a result, Viasat typically requests that customers make their payments via card or through an electronic funds transferViasat will sometimes accept paper checks as a one-time courtesy to our customersOur records indicate that Ms [redacted] was written off to Viasat’s collections agencies on January 9, 2017, for the unpaid amount of $On January 16, Viasat received a payment via check for the $that was past dueAs of that day, Ms [redacted] account was removed from collectionsViasat did not report Ms [redacted] account to any credit agencies.At this time, Viasat feels that all appropriate actions have been takenIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedViaSat understands that Mr [redacted] was having connectivity issues with his internet service and that a service call was createdMr [redacted] has advised ViaSat that the service call was never completed and the issue was not correctedOn February 23, Mr [redacted] called ViaSat to disconnect his services due to the service not workingWe apologize that the service did not meet Mr [redacted] needs or expectations and that he ran into some connectivity issuesIn order to arrive at a resolution ViaSat has waived the early termination fees of $due to the unresolved connectivity issuesViaSat has also issued a refund of $back to Mr [redacted] today for the past months charges that were not usedMr [redacted] will see the refund back to his payment method within 3-business daysThank you for allowing ViaSat the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) I want an apology for all the rudeness and being hung up on twice None of the above was explained to me, and couldn't of been a payment, because the payment was And they better not charge me ever because they were canceled and by them making that statement they still,have no idea what they are doig

Thank you for bringing Ms [redacted] complaint to our attention Our records show that Ms [redacted] contacted Viasat on June 9, because her modem was offlineAfter troubleshooting, a service call was ordered, and Ms [redacted] was informed that her local Viasat dealer would be contacting her to schedule the appointment Ms [redacted] contacted Viasat between the dates of June 10, and June 12, because she had not heard from the dealer to schedule the service callAt this time the Viasat representative offered to do a Sales Channel Change to a new dealer, which Ms [redacted] acceptedOn June 15, 2018, Viasat changed service call responsibility for Ms [redacted] account from Viasat’s dealer to another dealer Ms [redacted] contacted Viasat on June 22, to get an update on the Sales Channel Change and service callAt this time the Viasat representative created and escalated a new service call order, and advised Ms [redacted] to call the new dealer to scheduleMs [redacted] contacted Viasat later that day and advised that her new dealer had been unable to locate the work orderThe service call was once again escalatedAt this time Ms [redacted] was offered a $credit on her account On June 25, 2018, Ms [redacted] sent an email to Viasat’s Customer Care department regarding her service call issuesAt this time, a Viasat representative contacted Ms [redacted] and advised that they would cancel the open work order and create a new one Ms [redacted] sent another email on July 6, because she was still without serviceThe Viasat representative added an additional $credit to her accountMs [redacted] was successfully charged $on July 8, for her monthly service Ms [redacted] contacted Viasat on July 7, and requested to have another Sales Channel Change from a dealer back to ViasatOn July 11, 2018, Viasat changed service call responsibility from a dealer to Viasat so she could be service by Viasat directly As a resolution to this complaint, Viasat has created and escalated work order # [redacted] so a technician can replace her modemHer service call has been scheduled for July 17, Additionally, Viasat has provided Ms [redacted] with a credit of $for a free month of service If Ms [redacted] has any further questions she may call our hour Customer Care department at 1-855-463- Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy and the 24-month minimum service term commitmentEach of these points are also addressed in the customer agreement signed by Ms [redacted] on November 13, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat does record all calls for quality assurance and was able to go back to the original sales callThe sales rep went over full disclosures with Ms [redacted] including the month service term commitmentAt this time ViaSat does not agree to waive any early termination fees from the accountShould Ms [redacted] wish to disconnect she will pay $for each remaining month left in the contract which at this time there is months remainingThe total for early termination fees would be $not including taxesThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat’s service. Customers are informed at the time of sale that ViaSat’s service may not work well with gaming and VPN applications. In addition, Section of the Customer Agreement signed by Mr [redacted] on July 20, 2015, clearly states, “Please note the following limitations applicable to the use of the Service: If you are receiving the Service through a WildBlue Plan, VOIP services may not work. Live multiplayer games over the Internet may have very poor performance with the Service. Some multiplayer games may not work at allVirtual Private Network and Remote Computer access may be very slow with the Service. Some Virtual Private Networks may not work at all.” ViaSat understands that the service is not meeting Mr [redacted] ’s needs or expectations when it comes to online gamingViaSat also understands that there were some damages done to Mr [redacted] ’s new home In order to arrive at a resolution ViaSat is willing to let Mr [redacted] out of contract with no early termination feesAlong with that ViaSat has issued a damage claim to the Home Service Provider who installed Mr [redacted] so that there can be a resolution there as well When Mr [redacted] is ready to have the services disconnected he can contact customer care at [redacted] and reference ticket number [redacted] to have the account disconnected with no feesDuring this phone call Mr [redacted] will be read the disclosuresMr [redacted] will be hearing from someone regarding the damages that were done to his home Thank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because:This Company did not provide the service they said they were going to provideI am very displeased with this out comeI have not been a customer more than weeks, and I am still receiving the same issue and I am going to be receiving a reoccurring fee every time a technician comes outI would like to be out of this scam immediately! Sincerely, [redacted] ***

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]

Initial Business Response / [redacted] (1000, 5, 2015/10/14) */ Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat's customer service on August 1, to request the disconnection of his ViaSat account due to no line of sightDuring his conversation with the ViaSat representative they agreed to disconnect the account with waiver of the early termination fees due to no line of sight However, during this conversation Mr [redacted] was advised that a review of the account would be completed and at that time a determination would be made as to whether the fees collected over the past year would be refundedMr [redacted] was advised that a call back would be completed, but this was not completed in error The determination of our corporate office was that the early termination fees would be waived, but no refund would be issued as no contact was made regarding any services issues over the course of installationAs a gesture of good faith, and as an opportunity to resolve the complaint, Viasat will agree to refund half the charges collected over the course of installationThe refund of $will be issued via a check to the address on fileMr [redacted] will receive this refund check by mail in two to three weeksShould he not receive this refund within this time frame, 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, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for bringing Ms***- [redacted] complaint to our attention. Ms***-*** was receiving Viasat’s Unlimited Gold plan at $a month, plus applicable taxes, and a $a month equipment lease fee. As the service was ordered during a promotional period, Ms ***- [redacted] was receiving the following discounts $off her monthly service plan per month for the first months. The Customer Agreement, provided to each new customer 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 is electronically signed by customers during the service installation processAn account cannot be established without the customer’s electronic signatureOur records show Ms***- [redacted] electronic signature on the Customer Agreement dated June 22, 2018. Ms***- [redacted] contacted Viasat on June 23, to cancel her Viasat internet service. The Viasat representative offered to troubleshoot the connectivity issues that Ms***- [redacted] was reporting, but that offer was refused. The Viasat representative informed Ms***- [redacted] of disconnection of account disclosures, including a $charge for early termination fees that would be charged upon disconnect. The disconnection of the account was processed per Ms***- [redacted] request. Ms***- [redacted] payment method on file was charged in the amount of $on June 24, 2018. Ms***- [redacted] contacted Viasat on June 25, to let the Viasat representative know that she should not be responsible for the early termination fees charged to her on June 24, 2018. Ms***- [redacted] stated that she had contacted Direct TV for the service and was offered a bundle package, but Direct TV was unable to install her television services due to line of sight issues. She felt that Viasat services should not have been installed due to the fact that Direct TV’s services were not able to be. As a resolution to this complaint, Viasat has waived the early termination fees on July 25, 2018, that were charged to Ms***-***. A refund of $was processed to Ms***- [redacted] payment method on file. She should expect to see the refund on her bank statement in to business days. Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: misreprensentation of advertising 12mbsWe were not aware of the term "up to" 12mbs when we signed the contractAnd we should not have to pay the amount we do for a substandard serviceMy conclusion is that "up to" means we will never get the 12mbs that we where led to belive we would recieve.I Would like to be resolved of the contract due to the substandad service, and representation that led us to belive we would recieve Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This company in their response has shown that there is a problem with their serviceA customer has to call and complain this many times is ridiculousIt's funny that they did not indicate the severity of the issues until we pointed it out in our last responseThey didn't tell you that before they tested service they gave additional data in plan to see if that was the issueThey determined that service was still poor even with sufficient data and me going over wasn't t the issueIn fact service was slow on blue sky days alsoThey also stated on taped line that other customers in area were experiencing the same problem that WASN'T weather relatedI'm am requesting a transcript of all recorded conversations between myself and this company for this account Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/01) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced Our records show Ms [redacted] contacted ViaSat on June 16, because she was experiencing a connectivity issue, at which time the ViaSat representative guided Ms [redacted] through troubleshootingThe issue was resolved after Ms [redacted] 's equipment was rebootedDuring this conversation, Ms [redacted] inquired about moving her service to a new location, and was advised that she would need to contact the authorized dealer she had initially ordered service through ViaSat received another call from Ms [redacted] on June 18, because she was once again experiencing a connectivity issueAfter troubleshooting, it was determined that a service call would be required for the issue to be resolved, and one was ordered at no cost to Ms [redacted] Ms [redacted] made another call into ViaSat on July 6, because her services were outAfter troubleshooting, the issue was resolved; however, Ms [redacted] advised she was supposed to have a service call to correct her spotty serviceThe ViaSat representative provided Ms [redacted] with the phone number to her dealer so she could schedule her appointment ViaSat did not have any further contact with Ms [redacted] until August 10, 2015, at which time she advised that she'd been charged for two months even though her services had not been working properlyA refund request for $124.34the total of two months of servicewas created at this time; the refund was processed on August 19, to Ms [redacted] 's payment methodDuring this conversation, Ms [redacted] advised that she was moving to a new home, and was interested in taking the service with herAt this time, the ViaSat representative made her aware of all disclosures, and advised that she would be responsible for returning ViaSat's modem and transceiver via the UPS box supplied by ViaSat Ms [redacted] 's account was disconnected on August 19, 2015, per her requestAt this time, Ms [redacted] requested a waiver of her early termination fees due to the lack of response from the dealer regarding her service callThe ViaSat representative advised that they would escalate the request, but that there was a possibility it would be rejectedOur records indicate that the ViaSat representative did not escalate the request correctlyWe apologize for any inconvenience this [redacted] have caused Ms [redacted] to experienceOn August 24, 2015, ViaSat collected a payment of $from Ms [redacted] for the early termination fees The Customer Agreement, signed by [redacted] , the account holder, on January 22, and available at exede.com/legal, advises that customers are responsible for returning ViaSat's modem and transceiver within days after their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions to the address on file within a week after the account disconnectionCustomers can request that this equipment return kit be delivered to an alternate address In order to come to a resolution to this complaint, ViaSat will refund Ms [redacted] 's early termination fees of $to the payment method on fileThis refund has been issued as of September 1, 2015; Ms [redacted] should be advised that it may take 3-business days from the issue date for her to see the amount deposited into her accountHowever, as Ms [redacted] was advised on August 10, that she was responsible for returning the ViaSat equipment, ViaSat does not agree to waive the unreturned equipment fee associated with the missing transceiver If Ms [redacted] requires a new equipment return kit, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX to request a new one Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I explicitly requested a call before any money was automatically taken from account I repeatedly said this The fees were not communicated nor mention of 'process' of early termination Listen to your recorded conversations - all of them Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused The Customer Agreement provided to each new subscriber, and signed by Mr [redacted] on July 23, 2015, (and it is also available at exede.com/legal) states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Additionally, 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 was delivered to his home address within a week after his disconnection, and included illustrated instructions on what equipment he will need to return Upon review of Mr [redacted] s account, he made contact with ViaSat's customer service department on August 15, to request the disconnection of his accountDuring his conversation with the customer service representative he was reminded of the early termination fees, but was incorrectly advised that he could make monthly payments towards the early termination feesWe apologize for this misinformation provided at the time of disconnection As it is stated with the Customer Agreement: "If you terminate Internet Service prior to the expiration of the Minimum Service Term, you will owe (and your credit card, debit card, or bank account [redacted] be charged) the termination fee described below (the "Termination Fee") and/or any other termination fee described in this Agreement applicable to the Service(s) you are receiving." Again, we apologize for any misinformation provided at the time of disconnection; however, the early termination fees as assessed were validViaSat has taken corrective actions to address the misinformation provided to Mr [redacted] Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Viasat customer service had a DIFFERENT claim about the statements each time we talked to them. 1st. It was they are UNABLE to print hard copies of statements because the customer was supposed to do that themselves from their online account. Difficult to manage when you have no internet service.2nd. Viasat claimed the statements were in route....3rd. Then later we found out no the statements were not sent. But they will be sent....4th. Online requests via email from my daughter requesting the statements to be emailed were ignored. As of today's date...no statements have arrived in any form, mail or email.Also, I have two accounts, one that was compromised by my grand-son-in-law [redacted] at our winter home and another account for my summer home. I have closed my other account that was not compromised because of the complete lack of concern for my situation from Viasat Customer Service. And case you are wondering just how rude Viasat customer service representatives are? I invite you to pull the tapes of the charming lady I talked to on March 11th, 2017. We still to date Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedMr [redacted] chatted in on December 17, and was advised that if the package was transitioned to the Liberty that he would not be able to go back to the Classic package as it was no longer available In order to arrive at a resolution we have transitioned Mr [redacted] back to the Classic package as of today January 25, Thank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Thank you for bringing Mr [redacted] ' complaint to our attentionWe apologize for any issue he may have experienced regarding ViaSat's Data Allowance Policy Mr [redacted] also filed a complaint through the Federal Communications Commission on August 12, regarding this same information 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 August 2, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large 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 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 MbpsThe following service plans are also available in Mr [redacted] ' area: Exede GB - $69.99/month Exede GB - $129.99/month Our records show Mr [redacted] contacted ViaSat on August 4, regarding his data usageDuring this conversation, Mr [redacted] was advised that he had used percent of his GB allowance, but the representative informed him that they were unable to view the traffic categories at that timeMr [redacted] requested to speak with a supervisorThe ViaSat supervisor advised Mr [redacted] to call back in hours to review his usageAs a gesture of good faith, the ViaSat supervisor provided Mr [redacted] with GB of free additional data Our review of Mr [redacted] ' account shows that as of August 13, 2015, that Mr [redacted] ' usage is largely going towards Storage (Online Backup)The majority of his usage did occur on August 4, and August As a gesture of good faith, ViaSat will provide Mr [redacted] with GB of free additional data If he has any further questions or concerns regarding his monthly data usage, or would like to transition his account to a different service plan, Mr [redacted] may contact ViaSat's 24-hour Customer Service Department at 1-855-463-If he chooses to transition his service to a different plan, ViaSat is willing to provide him with a discount of $off of his bill per month for monthsIf he would like to take advantage of this offer, Mr [redacted] should reference ticket noXXXXXXXX when he calls into Customer Service Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have asked Viasat for contact back to me directly and two times mentioned above I was promised a call back with explanations for our internet usageI have yet to be contacted directlyViasat has a problem with being able to prove the customer has used the data plan accuratelyThey cannot give adequate explanation for using 100% of a data plan within a hour period when my /our month history clearly shows we have NOT done this (used 100% of the plan in hours) in any past month's data plan Final Business Response / [redacted] (4000, 9, 2015/08/24) */ We apologize if Mr [redacted] was advised by a customer care representative that he would be contacted back, and this was not completedAs stated in our previous reply, our review of Mr [redacted] ' account shows that as of August 13, 2015, that Mr [redacted] ' usage is largely going towards storage (e.g., online backup)The majority of his usage occurred between August 4, and August 5, As a gesture of good faith, ViaSat did provide Mr [redacted] with an additional GB of free dataWe encourage Mr [redacted] to review any programs that require online backup as this is what appears to have caused the high usageAgain, we apologize for any confusion or frustration this situation may have causedThank you!