ViaSat

Thank you for bringing Ms [redacted] complaint to our attention.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 the following points at the time of sale We apologize if these points were not communicated to Ms [redacted] at the point of sale.The 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 May 22, 2018.? ? Our records show Ms [redacted] was receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare service at $a month, applicable taxes and a $monthly equipment lease feeDue to the fact that Ms [redacted] ordered her service during a promotional period, she was receiving the following discounts: $off her service plan for the first three months, and a $credit for her EasyCare for the first three 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.Ms [redacted] contacted Viasat on May 22, to state that she had been installed that day, but was now experiencing no connectivityA Viasat representative assisted Ms [redacted] in troubleshooting her service, and determined that a service call was neededThe service call was created that day, and completed on May 31, We apologize for any inconvenience this may have caused Ms [redacted] .On June 4, 2018, Ms [redacted] contacted Viasat about her monthly billing that had generated on May 24, in the amount of $Ms [redacted] stated that she was informed she would only pay $Ms [redacted] then requested to disconnect her accountA Viasat representative offered to troubleshoot Ms [redacted] service, as well as to credit a month of service due to the inconvenienceMs [redacted] declined the offers and requested that her early termination fees be waived for misinformation about her Viasat services, as well as a refund of the May 24, billingThe Viasat representative advised Ms [redacted] that her request for an early termination fee waiver had been approvedMs [redacted] accepted the offer, and requested that a lease equipment recovery service call be createdThe Viasat representative assisted Ms [redacted] in creating the service call, and read disconnection disclosures specific to disconnecting the service that dayThe disconnection was successfully processed that dayWe apologize if this is not what Ms [redacted] requested, and for any inconvenience this may have caused.? On the same day, Ms [redacted] contacted Viasat again to state that she had requested her cancellation be future dated to take place on June 23, Ms [redacted] requested a prorated refund due to the fact that the service had been disconnected.? In resolution to this complaint, Viasat will agree to waive Ms [redacted] early termination fees as well as provide a refund of her first month’s billing in the amount of $Ms [redacted] refund has been processed as of June 6, and should be seen within the next three to five business daysMs [redacted] waiver of early termination fees has also been processed as of June 6, 2018.? Ms [redacted] is 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 UPS 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.If 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 Ms [redacted] 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 that speeds may vary and are not guaranteed.Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Silver Mbps service plan at $a month, plus Viasat’s Voice service plan at $monthly, Viasat’s EasyCare program at $a month, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on January 2, 2018, commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the 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.On January 5, Ms [redacted] contacted Viasat multiple times in regards to receiving slow speeds while watching a movieA Viasat representative assisted her in troubleshooting her equipment, but determined the cause to be network congestionMs [redacted] was advised to attempt a speed test during non-peak congestion hours and to contact back if there were any further troubles.On January 22, 2018, Ms [redacted] contacted Viasat in relation to slow speedsShe was advised that she had used over GB, and so her data usage would be prioritized as stated aboveMs [redacted] was advised to contact again once her data reset if there were any further troubles.On March 15, 2018, Ms [redacted] contacted Viasat in regards to slow speeds and her Viasat Voice services not workingA Viasat Voice Support representative was able to assist Ms [redacted] in restoring her services, and offered her a $one-time goodwill credit, which Ms [redacted] accepted.? On April 12, 2018, Ms [redacted] contacted Viasat with a request to disconnect her services due to her slow speedsShe requested that the disconnection take place with a waiver of early termination feesMs [redacted] was advised that she was being affected by network trafficMs [redacted] did not proceed with the disconnection request, and her services are still currently active.? In light of this complaint, Viasat has reviewed Ms [redacted] account for slow speedsMs [redacted] has used approximately GB of her unlimited data usage, with a reset date of May 4, A speed test run on April 13, reveals that Ms [redacted] speeds are experiencing some network congestion, but are still within range of her plan.In resolution to this complaint, Viasat will agree to waive half of Ms [redacted] early termination fees should she choose to disconnectIf Ms [redacted] would like to take advantage of this offer, 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, 2015/12/11) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt the time of sale Ms [redacted] selected the Essential 10GB plan which runs $and there is a charge of $for the lease fee which is for the equipmentViaSat's corporate office was able to locate the sales call and listened and when the disclosures were read to Ms [redacted] she was informed that the service was $plus a lease fee charge of $making the total $and this was advised to Ms [redacted] earlier in the sales call as wellThe monthly charge will be $not including local taxesViaSat does not agree to waive any early termination fees should Ms [redacted] wish to disconnectThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a lieThe sales associate said it was 39.99, yes trueHe also said for equipment lease during service agreement spielI said, wait (because I knew before we got started that I was not willing to pay more than $for gbs) is it plus or total? I asked because the details aren't discussed until closing the sale, upon which the sales people elaborate that no, it's not really The only difference is that I asked him to clarify, upon which he conceded and specificied, Yes it is total, pause, a month, uhh hmIt is on the recording and if they honestly reviewed it then they could not possibly deny what me and the salesman discussedI know they have a script but I interrupted him to ask questions and in doing so he changed the terms and it was those modified terms that I agreed toIf it was beyond his duties as a sakes man, then perhaps he should have said, no ma'amIts and for equipmentHe did not, perhaps because he knew full well there would be no recourse for meIf the could prove to me that I simply "misunderstood" and would send the transcript of the conversation, then I would retract my complaintMistakes happen, but in this case I know what I said, I know what he respondedHe lied and whoever reviewed the original sales pitch is also dishonest Final Business Response / [redacted] (4000, 8, 2015/12/22) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention Ms [redacted] is currently receiving the Exede Essential 10GB plan at $a month, plus applicable taxes and a $monthly equipment lease fee Our review of Ms [redacted] 's November 20, sales call shows that, initially, she was offered the Exede Essentials 10GB plan and monthly equipment lease fee at the correct and total pricing of $a monthUnfortunately, when giving Ms [redacted] a final overview of the billing, the sales representative advised Ms [redacted] that she would only be charged $total: $for the Essential 10GB plan plus the $monthly equipment lease feeWhen Ms [redacted] asked if that would be her monthly price, the sales agent confirmed it would beMs [redacted] moved forward with ordering the service; the ViaSat equipment was installed at her home on November 25, Ms [redacted] contacted ViaSat twice via email on December 1, regarding her bill as it did not reflect what she had been quoted at the point of saleThe responding ViaSat representative educated her on the billing, and advised that her service plan was $a month, plus applicable taxes and the $monthly equipment lease feeViaSat received a call from Ms [redacted] on December 9, regarding her bill, at which time the same information regarding her bill and her monthly service fees was provided to her We apologize for any frustration Ms [redacted] have experiencedIn order to come to a resolution regarding this complaint, ViaSat is willing to offer Ms [redacted] either a discount of $off her bill per month for months, or disconnection of her account with her early termination fees waived in full, provided that she disconnect prior to January 28, If Ms [redacted] chooses to disconnect her account, she will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a free return shipping label will be delivered to her home address If Ms [redacted] would like to accept the discount of $off her bill per month of months, or would like to disconnect her account with the early termination fees waived in full, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] response to our attention.We apologize if Ms [redacted] feels she wasn’t informed of the events that transpired on her accountAs per our last response, Ms [redacted] was removed from collections on January 16, This can be up to a 30-day process once initiatedMs [redacted] account was not reported 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.?

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ Thank you for bringing Mr***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAfter further review of the complaint, ViaSat has determined that the services are not going to meet Mr***' needs or expectationsWe 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 activityViaSat advertises speeds up to MBPS, sometimes the customer will experience speeds of this but it is not guaranteedBased off what Mr [redacted] is using the service for the usage is going to go by very fast which will cause slow speeds until the data resets each monthIn order to arrive at a resolution ViaSat is willing to let Mr [redacted] out of his contract with no early termination fees and will issue a refund of $back to Mr [redacted] for the latest payment; however, the payment of $for installation will not be issued back as the service was installedMr [redacted] can call customer service anytime at XXX-XXX-XXXX and reference ticket number XXXXXXXX to have the services disconnected and the disclosures readThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their response is honest and fairThank you for assisting in a resolution

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused.? Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by v (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 workAlternatively, 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 or purchase additional usage under ViaSat’s Buy More option at $per GB on an as-needed basis.? Ms [redacted] contacted ViaSat on April 20, 2016, to discuss the connectivity of her ViaSat servicesDuring her conversation with the ViaSat representative, Ms [redacted] was advised that the connectivity issue was directly related to the breach in the Data Allowance PolicyThe Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber’s data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageThe 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 filesMs [redacted] advised the representative that she was utilizing he services to stream videos.? ViaSat did not receive any further contact from Ms [redacted] regarding her service plan or data usage until April 29, At this time, Mr [redacted] sent called into ViaSat’s Customer Service Department to discuss her current usageViaSat’s representative responded to Ms [redacted] with her current usage information and alternate plans.? In response to this complaint, ViaSat is willing to waive Ms [redacted] early termination fees in fullHowever, Ms [redacted] is responsible for returning the Leased ViaSat equipmentMs [redacted] early termination fees were waived in full as of today, May 4, Should Ms [redacted] need additional assistance please have her contact ViaSat’s Customer Service Department at 1-855-463-9333.? We apologize for any misunderstanding or frustration Ms [redacted] may have experiencedThank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) It has been business days since the 28th of December and no refund has been collected I never stated that I could not access my system at all, I stated that my equipment keeps power cycling causing me to lose connection for at least minutes each time it power cycles it self as well as constant slow speeds and connectivity problems I called the provided and gave the ticket # and representative stated my refund should be available now but it is not and I also inquired about the total price of terminating service since Viastat stated "ViaSat will however agree to disconnect the account with waive of half the early termination fees of approximately $105.00, not including taxes" however the representative stated she could not tell me an exact amount with taxes but that it would be $plus tax so the company is not actually offering to waive half of that feeShe also stated at first that I would also have to pay another monthly bill of approximately $but once I questioned disconnecting service before my billing date being I paid a month in advance when starting my service she said if I disconnect on or by the 27th of January I would not be billed that additional approximate $on termination So I need someone from Viastat to give me accurate information as well as an actual cost to terminate early

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's customer service department on August 19, to request the disconnection of her ViaSat account as she states the technician installed cables on side of building which was causing a fire hazardViaSat's customer service representative offered to send another technician to her home to rectify the situation; however, Ms [redacted] declined this offer As Ms [redacted] did not allow ViaSat to attempt to resolve any issues she may have had with her service installation, or connectivity, ViaSat corporate care representative declined to waive Ms***'s early termination fees in their entiretyOn August 19, Ms***'s account was disconnected and no request was made to have the early termination fees waived As of today, October 14, 2015, Ms [redacted] has a past due balance of $for failure to return equipment ($300.00) and early termination fees ($328.00) as ViaSat has been unable to collect these fees ViaSat will request to have shipping labels and boxes sent to Ms***'s home to have the equipment returnedOnce the equipment has been returned, the $for failure to return the leased equipment charge will be waivedHowever, ViaSat is unwilling to waive the balance of $from Ms***'s account; however, as a gesture of good faith, ViaSat will agree to waive half of these feesMs [redacted] will be responsible for $for the early termination of her ViaSat accountIf Ms [redacted] can provide ViaSat with documentation showing a fire hazard was caused by the installation, ViaSat will agree to refund to the remaining $collected When Ms [redacted] has returned her leased equipment she may contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXXMs [redacted] also do the same to make the onetime payment for the early termination fees of $ Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the return boxes and will be placing all equiptment in the mail this FridayI would like to know if I should include a notarized letter from my landlord regarding the fine and fire hazard, or is there another place to send the letter of have it faxed directly to viasat?? Please respond....As per your response to this complaint, I will comply to everything you asked for, and in turn be excused from any further payments to your company or any charges that have been sent to collections ,thus affecting my credit history Thank You

Thank you for bringing [redacted] ’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement, signed by [redacted] on June 1, and available at exede.com/legal, states that customers are responsible for returning ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a prepaid UPS box and illustrated instructions within a week after disconnection for the return of the equipmentAny request for assistance in uninstalling any of the equipment is associated with a standard $service call fee [redacted] called ViaSat on April 8, to disconnect his account, at which time he was reminded of ViaSat’s equipment return policyWhen [redacted] informed the ViaSat representative that he would be unable to retrieve the transceiver on his own, due to his health, the ViaSat representative advised him that they would provide him with a free service call as a goodwill offer [redacted] accepted the service call offer and moved forward with the disconnection of his account Unfortunately, the service call fee waiver was rejected by a ViaSat supervisor the same day as the service call fee was considered valid ViaSat’s technician went out to [redacted] ’s home on April 11, 2016, at which time he removed the transceiver from the satellite dish and delivered it to [redacted] for its returnViaSat’s modem and transceiver were returned on April 19, On April 28, 2016, [redacted] called ViaSat regarding the waiver of the service call fee, at which time he was advised that the request had been rejectedViaSat charged [redacted] $on May 4, for the service call fee, plus taxesThis payment failed [redacted] called in about the balance due on May 27, 2016, at which time he was reminded that it was for the service call fee and that the waiver request had been rejected In order to come to a resolution regarding this complaint, ViaSat has waived the balance due of $from [redacted] ’s account as of May 31, We apologize for any frustration [redacted] may have experiencedThank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement, signed by Mr [redacted] on May 16, and available at [redacted] , advises that ViaSat does not guarantee the service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway Our records show Mr [redacted] contacted ViaSat’s Sales Department on May 14, 2016, at which time he elected the Liberty GB – Boost + at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a monthly priority data allowance with download speeds up to Mbps and upload speeds up to Mbps, and a Liberty Pass, which allows customers to continue using more data at download speeds up to 1-Mbps once they have exceeded their monthly priority data, and until their priority data resetsMr [redacted] also ordered the Exede Voice service at $a month, plus applicable taxesThe Exede Internet service was installed at Mr [redacted] ’s home on May 16, Our review of the account shows that ViaSat received a call from Mrs [redacted] on May 24, because she was experiencing a connectivity issueAt this time, a ViaSat representative guided her through troubleshooting, but unfortunately was unable to resolve her concernsAs such, Mrs [redacted] was transferred to ViaSat’s Technical Escalations Department for further assistanceDuring her conversation with the Technical Escalations representative, Mrs [redacted] ’s account was escalated to ViaSat’s Network of Operations Center for resolution of her concerns as a technical issue was showing on her accountAt this time, it was determined a service call would be required to resolve Mrs [redacted] ’s issues, and she was advised that the next available appointment was on Friday, May 27, As Mrs [redacted] declined the service call appointment based on the date, and requested to speak to a supervisor During the conversation with the ViaSat supervisor, Mr [redacted] took over the call, and requested that a technician be sent out that dayMr [redacted] was advised that that was not possible, and offered a downtime credit for the inconvenienceMr [redacted] declined the offer and requested to speak to a managerDuring his conversation with the ViaSat manager, Mr [redacted] was offered a free month of service for his downtime and for the time he’d have to wait for the service call, at which time he accepted the offerThe ViaSat manager ordered a free service call for Mr [redacted] for Friday, May 27, 2016, and escalated an internal request to have a sooner date provided for Mr [redacted] ViaSat received a second call from Mr [redacted] on May 24, 2016, at which time he requested the disconnection of his account due to his connectivity issuesAt this time, he was reminded of his signed Customer Agreement and the applicable early termination fees for both the Exede Internet and Exede Voice service, and the equipment return requirementsWhen Mr [redacted] disputed the early termination fees, he was advised that they would be valid because he was not providing ViaSat a full opportunity to resolve his concernsPer his request, the account was disconnected The Customer Agreement requires subscribers to commit 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 minimum service termsThe early termination fee for the Exede Internet service is $per each remaining month in the minimum service term; the early termination fee for the Exede Voice service is $per each remaining month in 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 The Customer Agreement also advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a [redacted] box, free return shipping label, and illustrated instructions for the return of the equipment ViaSat collected a payment of $from Mr [redacted] for his Exede Internet early termination fees on June 20, On June 27, 2016, ViaSat was notified that Mr [redacted] had not returned his modemSubsequently, on July 20, 2016, ViaSat charged him an additional $for the unreturned modem ($167.00) plus the early termination fees associated with the Exede Voice service ($50.00)This payment failedThe balance of $was sent to outside collections on August 9, In response to this complaint, ViaSat reviewed Mr [redacted] ’s shipping information, and determined that his modem had, in fact, been returnedAs resolution to this complaint, ViaSat will have the balance of $removed from collections with the balance due waived in full Thank you for the opportunity to respond

Thank you for bringing [redacted] rebuttal to our attention 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 [redacted] electronic signature on the Customer Agreement dated August 10, We apologize for any misunderstanding regarding the electronic signature processA copy of [redacted] electronically signed Customer Agreement has been included for his review ViaSat received a call from [redacted] on December 26, 2014, at which time she requested to move her services; however, she changed her mind when advised that ViaSat did not offer unlimited service in her new locationAt this time, [redacted] was reminded of the Customer Agreement and 24-month minimum service term, and advised that she would be charged early termination fees of approximately $ [redacted] chose not to disconnect her account at this time, advising that she would speak to [redacted] about moving the serviceAt this time, the ViaSat representative reviewed the one-time move process with [redacted] ***, advising that she would be obligated to agree to a new 24-month minimum service term, and would have to return the equipmentThe representative also advised that the equipment would need to be returned even if she chose to move forward with disconnecting ViaSat did not hear back from [redacted] until June 30, 2015, at which time she requested disconnectionAt this time, the ViaSat representative reviewed all disclosures with [redacted] ***, including the early termination fees and the equipment return requirements [redacted] advised the ViaSat representative that she did not want to disconnect service until she had located the equipmentAs such, the account remained active, per her request As stated in our previous response, ViaSat has waived the balance due of $in fullViaSat has also requested a UPS box with free return shipping label be sent to [redacted] for the return of ViaSat’s modem and transceiver, which he is responsible for, per the Customer Agreement Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused [redacted] purchases ViaSat’s Internet service on a wholesale basis and resells it to customers under the [redacted] brand.? [redacted] manages all customer functions of this process including sales, technical service, customer service and invoicing.? As a result, we do not have access to Mr [redacted] ’s account history.? ? ? In order to expedite a response to Mr [redacted] , we have forwarded his complaint to our contact at [redacted] Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] *** As per ViaSat own admission, they have downgraded my service that was ordered According to their response, I was only given Liberty with equipment lease fee My confirmation order from DirecTV was for Liberty - Boost + WiFi at a cost of and equipment lease fee monthly of The piece of equipment that was installed does provide for service Once again, ViaSat cannot seem to get their facts correct, even as to what service they are suppose to be providing No wonder I had problems obtaining up to the boost speed of Mbps when according to their admission in their last response, I only had Liberty without the boost So, if they are only billing me at Liberty without boost 25, then why was my payment for more than dollars? Must have been an overcharge for that would have been more than percent tax rate ViaSat needs to get their figures together and properly set up the accounts Either that, or they need to hire someone that can read It is apparent that the individual that responded from ViaSat is only guessing!!

Thank you for bringing Mr***’s response to ViaSat’s attentionWe apologize that Mr [redacted] feels the way he doesAs 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 statementThank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.Our records show Ms [redacted] was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement provided to each new customer, and signed by MsSukey [redacted] on February 28, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.On February 28, 2018, Ms [redacted] contacted Viasat to request a disconnection of her servicesShe stated that she had been informed that the Unlimited Silver plan had a threshold of GB by her technician and sales representativeMs [redacted] was advised that the Unlimited plans have no hard data limit, and that she should only experience prioritization after she had reached her threshold limit and if there was congestion in the areaMs [redacted] chose not to proceed with her disconnection.? On March 20, 2018, Ms [redacted] contacted Viasat to request a technician complaint be placed against her installing technician, as she stated that she had been advised there would be no loss of speeds with her planMs [redacted] requested a disconnection of her services, stating that she was within a trial periodA Viasat representative advised her that Viasat does not offer a trial period, but honored Ms [redacted] ’s request to disconnect her servicesDisconnection disclosures were read, including information about early termination fees.? Also on March 20, 2018, Ms [redacted] contacted Viasat to request to speak to a supervisory representative about her disconnectionThe Viasat representative advised her that they could internally escalate her request to review her account for a waiver of the early termination fees, which was done the same dayThe request for the waiver was correctly denied based on the information given at the time.On April 1, 2018, Viasat billed Ms [redacted] in the amount of $for early termination feesDue to Viasat not having an updated payment method on file, no charge went through, and no payment was collected by ViasatThis has created a past due amount on Ms [redacted] ’s account.? On April 6, 2018, Ms [redacted] contacted Viasat multiple times about her early termination fees and the reasoning behind her disconnectShe was advised by a supervisory representative that the sales call would be listened to to determine if Ms [redacted] had been misinformed or notOn April 7, 2018, the supervisory representative notated that Ms [redacted] ’s story had been accurate, and requested internally that Ms [redacted] ’s past due balance be waived.? In resolution to this complaint, Viasat will honor the waiver of early termination fees for Ms [redacted] ’s accountWe apologize for any misinformation she might have been givenThe waiver has been applied as of April 9, 2018.? If 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 [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement signed by [redacted] on March 02, states that monthly fees are payable in advance.? Customers are also made aware of this at the time of the sale.? Regarding the charges to [redacted] ViaSat account, ViaSat attempted collected an advanced payment for the monthly services on February 4, March 4, and April 4, However, each time ViaSat was unsuccessful at collecting these payments On January 18, [redacted] contacted ViaSat to discuss moving her ViaSat outdoor unitDuring this conversation, the representative advised [redacted] that she would need to upgrade her services from WildBlue to Exede in order to get a technician to her location [redacted] declined this offer and advised the representative that she would hold off on upgrading her services and obtaining a service call, but would call back at a later date ViaSat received contact from [redacted] again regarding the moving of her ViaSat outdoor unit on February 12, Again, during this conversation [redacted] was advised that she would need to upgrade her account; however, she once again declined this offer On March 7, [redacted] contacted ViaSat to discuss the disconnection of her ViaSat account as she believed it was to have been disconnected prior to this dateDuring her conversation with the representative, [redacted] was advised that a goodwill credit would be applied to her account for the $Due to an error, [redacted] ViaSat account was not properly disconnected at this time and subsequently leaving a remaining balance on [redacted] account for $ In order to bring resolution to this complaint, ViaSat has applied a goodwill credit of $to [redacted] accountThis will bring [redacted] account balance to zero and no further charges shall occurIf [redacted] as any additional questions or concerns regarding her ViaSat account, please have her contact ViaSat 24-Hour Customer Service Department at [redacted] 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 causedAt the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on January 12, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called on January 14, to disconnect the account as it was not going to meet his needs or expectationsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceMr [redacted] will be responsible for using the return label and box to ship back the equipmentThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] ’ rebuttal 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 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 January 13, 2018, that speeds may vary and are not guaranteed Further review of Ms [redacted] ’ account shows that she called on January 21, advising that she was experiencing slow speedsShe also advised that she’d attempted to transition her service to an unlimited plan, but was unsure if it had processed throughUnfortunately, the call dropped before Ms [redacted] could be fully assistedMs [redacted] called back shortly after for assistance; however, the call quality was poor and the line ended up droppingWe apologize for any frustration this may have caused Ms [redacted] to experience Ms [redacted] called back again the same day, at which time the Viasat representative reviewed the plans available to Ms [redacted] , at which time she elected to transition to Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes and a $monthly equipment lease feeAs this service plan required a new modem, Ms [redacted] was informed that one would be delivered to her for self-installationDue to a backlog in orders, there was a delay in the shipment and delivery of the new modemWe apologize if this was not communicated clearly to Ms [redacted] The Unlimited Data Silver service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal The new modem was installed at Ms [redacted] ’ home on February 20, Ms [redacted] called Viasat on March 12, because she was experiencing slow speedsAt this time, she was informed that she had reached the GB data threshold and her service had been de-prioritized, as described above and in the Customer AgreementThe Viasat representative also informed Ms [redacted] that network congestion in her area was impacting her serviceThe representative guided Ms [redacted] through troubleshooting to see if her speed of service would increase, but the issue persisted Ms [redacted] called on March 16, 2018, at which time her account was disconnected, per her request Regarding Ms [redacted] ’ claim that Viasat was going to charge her $in service coverage fees, Ms [redacted] was not charged any such monthly fee, nor was she receiving Viasat’s EasyCare program at $a monthViasat does not have a $service coverage fee Per our previous reply, Viasat has issued Ms [redacted] a refund of $for a monthly service fee collected on March 16, Viasat has also waived half of her early termination fees of $328.55, leaving her responsible for early termination fees in the amount of $Viasat does not agree to waive the full amount of Ms [redacted] ’ early termination fees Thank you for 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, signed by Mr [redacted] on October 20, 2012, advises that customers are responsible for returning ViaSat’s modem and transceiver within days after disconnectionFailure to do so will result in an unreturned equipment fee of $300.00, not including taxesViaSat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnectionThis equipment return kit is delivered to the shipping address on file, or an alternate address at the request of the customer Our records show Mr [redacted] called ViaSat on October 15, to disconnect his account because he was moving, at which time he was reminded of the equipment return requirementsPer Mr [redacted] request, his shipping address was updated so the equipment could be sent to a different location; however, review of his account shows that the address field was input incorrectly, causing the shipment to be returned to senderWe apologize for any frustration this may have caused Mr [redacted] to experience On November 16, 2016, ViaSat received notice that Mr [redacted] equipment had not been returned; subsequently, ViaSat collected a payment of $in unreturned equipment fees from Mr [redacted] on November 24, Mr [redacted] contacted ViaSat on November 28, regarding the charge, at which time he advised he had not received the original equipment return kitDuring this conversation, the ViaSat representative updated Mr [redacted] shipping address and escalated a request to have a second box sent to himMr [redacted] was advised that he would be refunded for the unreturned equipment fees upon the return of the equipmentPrior to this interaction, ViaSat had not received any contact from Mr [redacted] advising that he had not received this shipment On November 29, 2016, ViaSat received an email from Mr [redacted] regarding the unreturned equipment feeIn response, a member of ViaSat’s Corporate Resolution Team (CRT) reached out to Mr [redacted] to discuss his concernsDuring this conversation, Mr [redacted] requested that a technician go out to his new location to retrieve the equipment, at which time he was correctly informed that a technician could be sent out, but that they would only uninstall the transceiver from the satellite dish Mr [redacted] had taken with himIt was also explained to Mr [redacted] that he would still be responsible for returning the equipment via the UPS box; however, as a gesture of goodwill, the CRT representative ordered a free service call for Mr***At this time, the CRT representative determined that there was an issue with the shipping address associated with the second equipment return kit, and escalated a request to have it updated As resolution to this complaint ViaSat will refund Mr [redacted] the unreturned equipment fees of $in fullMr [redacted] is still responsible for returning ViaSat’s modem and transceiver via the UPS being delivered to him Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ' complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] called ViaSat on December 7, to discuss the issues with her servicesDuring her conversation with ViaSat's customer service representative, troubleshooting steps were performed with ViaSat's Network Operations Center, and the representativeSpeed tests were performed and Ms [redacted] was receiving 8.60mbps download and 4.72mbps uploadAdditionally, ViaSat's representative advised Ms [redacted] that a service call was not needed and that no credits could be applied to her account as ViaSat had not collected a monthly bill for services Ms [redacted] called ViaSat on December 22, to discuss issues she was experiencing with her dealer as she was unable to get a service call scheduled through the dealershipViaSat's representative escalated this issue to our Field Service Team for further investigation 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 signed by Ms [redacted] on December 05, and available at exede.com/legalCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termWe apologize if Ms [redacted] ' feels these points were not communicated to her satisfaction In order to bring this complaint to a resolution ViaSat will agree to disconnect the account with waiver of the early termination feesHowever, Ms [redacted] is responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include illustrated instructions on what equipment she will need to return Ms [redacted] may contact ViaSat's customer service department at ###-###-#### and reference ticket [redacted] to have the account disconnected with the early termination fees waivedAdditionally, a refund of the $collected for the activation of her ViaSat services has been issued back to the payment method on fileMs [redacted] should receive this refund within three to five business days Thank you for the opportunity to respond