ViaSat

Thank you for bringing Mr [redacted] complaint to our attention.Each customer has access to Viasat’s Customer Agreement at exede.com/legal New customers are provided a link to the Customer Agreement in the order confirmation email giving them the opportunity to review the Customer Agreement prior to service installationThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signature Our records show Mr [redacted] electronic signature on the Customer Agreement dated March 22, 2018.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 advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.Our records show Mr [redacted] purchased Viasat’s Unlimited Data 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 Mr [redacted] at the point of sale.On March 23, 2018, Mr [redacted] contacted Viasat several timesHe first requested to know why he was experiencing slow connectivity, and was advised of a weather outage at his gatewayMr [redacted] then requested to disconnect his servicesMr [redacted] declined offers to troubleshoot his services, instead choosing to proceed with his disconnection and was read disconnection disclosures that went over his early termination feesThe disconnection was processed successfully the same dayMr [redacted] contacted later that day to request that his early termination fees be waivedAfter speaking with a supervisory representative, it was determined that his early termination fees were validThis was due to the fact that Mr [redacted] denied Viasat the opportunity to troubleshoot his services as required in the Customer AgreementMr [redacted] denied signing the Customer Agreement, and the representative correctly advised that by allowing installation of Viasat’s services and having used the services, Mr [redacted] was deemed to have accepted the Terms of Service.On March 24, 2018, Mr [redacted] was charged in the amount of $for the early termination of his contractViasat was successful in taking the payment as of the same dayAt this time, Viasat does not agree to waive the full early termination balance for Mr***As an offer of goodwill for misinformation, Viasat will agree to refund half of the early termination fees in the amount of to the payment method on fileMr [redacted] should see this refund in the three to five business daysMr [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and it will include return instructions.If Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] response to ViaSat’s attentionWe apologize for any inconvenience this may have causedOn ViaSat’s original response to Ms [redacted] it was determined that Ms [redacted] was well aware of the 24-month minimum service term commitmentAs stated ViaSat records all calls for quality assurance purposes and was able to obtain Ms [redacted] original sales call and at that time Ms [redacted] was advised of the month contract which she agreed toViaSat has also obtained a signed customer agreement from Ms [redacted] that would have been signed at the time of installViaSat cannot activate any account without the signed customer agreementViaSat stands by its original response and should Ms [redacted] wish to disconnect the account he early termination fees will applyThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:This is still not precise account of data usage and the fact that they have tethered our usage for more then two months? The company still can not account for the usage and just keeps throwing things out there hoping we will go away Sincerely, [redacted] ***

Thank you for bringing Ms [redacted] response to ViaSat’s attentionViaSat does record all calls for quality assurance purposes and can go back and listen to them for training purposesAs stated in the previous response this plan that Ms [redacted] was on was a promotion plan that expired after monthsThis plan is no longer available and ViaSat does not currently offer a plan for $per month for gigsViaSat understands that the service may not meet Ms [redacted] needs or expectations and that is why ViaSat has offered to waive the early termination fees should Ms [redacted] wish to disconnect the accountWe apologize for any misunderstanding when it comes to the promotion plan and the services offeredThank you for allowing ViaSat the opportunity to respond

? Complaint: [redacted] I am rejecting this response because:? I don't agree with this assessment; ? I WAS informed the termination fee would be waivedI have no reason to lie about thisIt may not be in thier notes but I'm not deaf and know what I was told.I did call in on March 10th but do NOT recall saying I was accepting the validity of this collection accountI don't think payment arrangements are agreeable at this time and I even informed the collection agency as to what was taking place at this time Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I don't have the card anymore that you had on file so you need to mail me the remaining charges then so I can make the remaining paymentThe card you had on file was lost so I got a new card in the mail.? Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/23) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any issues he may have experienced Mr [redacted] contacted ViaSat's customer service department August 15, to request a service callAt this time, Mr [redacted] was advised that the service call was $and would be charged to his next bill Mr [redacted] contacted ViaSat again on September 12, to discuss the duplicate payments made as he gave one to the technician and was charged by ViaSat As ViaSat did not collect the service call charge the technician collected, ViaSat was unable to provide Mr [redacted] with a refund for the duplicate paymentsViaSat requests that customers supply us with documentation showing the duplicate payments made to the technician and directly through us We apologize for any confusion this situation may have causedAs a gesture of good faith Viasat will agree to refund the $collected on September 12, The refund of $will be issued to the payment method on file and should be received by Mr [redacted] within three to five business daysShould he not receive the refund within this time frame, please have him contact ViaSat's customer service department at XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The response from exede is far from what they are capable of deliveringI have called there more than times and each time I get the same response that doesn't solve my issuesI already am paying for 50g of service which isn't the main issueThe problem is their download speeds which don't even allow me to ASometimes never to load my email for viewingBEven if I could open it which is rare, it's impossible for me to download and open an attachmentAs we speak I am using my data on [redacted] to get this over to you because this internet company isn't capable of providing the services they promisedI am currently paying $per month and not using it because I cannot get onlineTheir customer service can supply the amount of data I have used when I can get online and it's very low if anyAs far as watching any movie it is impossible and the buffering for it tells me it was timed out due to low speedsThe weather isn't an issue so they cannot use this as an excuse since my [redacted] satellite works just fine even in rain stormsI need to be released from this contract immediately so that I can continue with my daily routine of online banking, opening emails and watching a movie without all of these hasslesIf this isn't accomplished I will be contacting the FCC, and other agencies to get the word out on their poor serviceExede already has complaints against them online and wish I had known this prior to getting themThese complaints online are much like what I am experiencingThey also have changed their company name.several times probably to disguise themselvesI do not want their awful service or care to hear their excuses for not delivering what they said they wouldIt's not right for any company to put a customer through all of thisJust let me go so I can move on with my lifeThanks

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMs [redacted] contacted ViaSat’s customer service department on February 4, to discuss the disconnection of her ViaSat account as she believed she was misinformed at the time of saleDuring her conversation with ViaSat’s customer service department it was agreed that her account would be disconnected with no early termination fees, and a service call scheduled to retrieve the leased equipment with waiver of the $service call chargeThe Customer Agreement signed by Ms [redacted] on February 03, 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 As ViaSat has already issued a free service call to retrieve Ms [redacted] ’s leased equipment, and waived approximately $360.00, not including taxes in early termination fees, ViaSat does not agree to refund Ms [redacted] the $collected on February 3, However, ViaSat will agree to refund $of the $collectedA refund of $will be issued to the payment method on file and should be received within three to five business daysThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On June 11, 2015, Mr***'s ViaSat account was disconnected in error and a new account (XXXXXXXXX) was created in its placeDuring this process a UPS box and prepaid labels were sent to Mr***'s location to have the equipment returned; however, as the account was reconnected Mr [redacted] was no longer required to return the leased equipment On June 22, 2015, Mr [redacted] called and requested to have account XXXXXXXXX disconnected as they were moving locations and the new location did not allow for satellite dishes to be installedDuring the disconnection process, Mr [redacted] was advised of the lease equipment recovery process, and informed that he would receive a UPS shipment with prepaid shipment labels and boxes to return the leased equipmentHowever, Mr [redacted] did not use the new boxes sent, but the boxes sent to him when his original account was disconnected Due to this, ViaSat and UPS were unable to identify that the equipment received was for the new account (XXXXXXXXX), not the old account the tracking number was associated withAs the old boxes and labels were utilized ViaSat received notification from UPS that the equipment for account XXXXXXXXX was not receivedNevertheless, ViaSat was unable to collect the $on August 12, associated with failure to return the leased equipmentAs the equipment has been returned, ViaSat has applied a credit to Mr***'s account for the $324.75, and on September 12, 2015, Mr***'s account will be brought to a zero balance Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Viasat has not stated the events that transpired on this account correctlyThey have stated the timeline of events to cover for their mistakeAny company that feels they have the right to just take money from a closed account wihout prior notifcation, is fraudulent, a customer must be given the benefit to prove they Have Complied

Thank you for bringing Mr [redacted] complaint to our attentionWe apologize for any confusion he may have experienced with ViaSat The Customer Agreement, signed by Mr [redacted] on December 20, and available at exede.com/legal, states that monthly fees are payable in advance and 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 feesViaSat’s systems currently do not support the bill pay option through a subscriber’s bank, and only accepts payments through credit card, debit card, or electronic funds transfers Our records show Mr [redacted] contacted ViaSat on January 26, because he had been charged monthly service fees of $At this time, Mr [redacted] advised that he had not wanted the card on file charged, and would setup an online bill pay for the amount in questionA refund for the payment of $was issued to Mr [redacted] on January 27, Between February 24, and December 24, 2015, ViaSat successfully collected monthly service payments from Mr [redacted] via the credit card that was on file for him On January 24, 2016, ViaSat attempted to collect a monthly service payment of $60.77, but the payment was failed by Mr [redacted] financial institution because they’d been advised not to honor the paymentMr [redacted] called ViaSat on January 25, regarding the balance due, advising that he’d made a payment for the amount via his bank’s online bill payAt this time, he was advised that ViaSat’s systems were not showing any payment at that time; however, the ViaSat representative also advised Mr [redacted] that it sometimes took hours for a payment to be posted in ViaSat’s systems As no payment was collected for the balance due, Mr [redacted] account was subsequently suspended for nonpayment on February 4, ViaSat received a second call from Mr [redacted] on February 13, because he was unable to connect, at which time he was reminded of the balance dueWhen Mr [redacted] advised he’d made a payment through his online bill pay, the ViaSat representative accurately informed him that there was no payment showing as received for the balance in question and that ViaSat’s systems were not setup to accept payment through the bill pay option through a subscriber’s bankMr [redacted] was also advised that he could either provide a copy of his bank statement showing the payment had processed through successfully; issue a chargeback through his bank; or make a minimum payment of $to have his services resumed from suspensionMr [redacted] requested to speak to a supervisor During his conversation with the ViaSat supervisor, Mr [redacted] was informed that ViaSat had a credit card on file for the monthly service payments, and that ViaSat had no record of a payment being received for the January 24, As a courtesy, the ViaSat supervisor resumed Mr [redacted] services, but once again reminded him that he should fax in a copy of his bank statement showing the successful payment The account was suspended for nonpayment once again on February 15, ViaSat received a call from Mr [redacted] the same day because he’d faxed in copies of his bank statement; unfortunately, the Customer Advocate Team (CAT) that reviews and works customer faxes was not available at this time and Mr [redacted] was asked to call backMr [redacted] declined and requested that a supervisor call him back once CAT was availableA supervisor called Mr [redacted] back later the same day, but there was no answer A CAT representative reviewed an email from Mr [redacted] on February 22, 2016, but failed to contact Mr [redacted] regarding their findings or escalate Mr [redacted] issues to ViaSat’s Finance DepartmentWe apologize for any frustration this may have caused Mr [redacted] to experience On February 26, 2016, ViaSat received a check in the mail from Mr [redacted] for the amount of $His service was resumed on February 27, ViaSat attempted to collect a payment of $from Mr [redacted] for his monthly service fees on March 24, Once again, the payment was failed by Mr [redacted] financial institution because they’d been advised not to honor the paymentSubsequently, the account was suspended for nonpayment of March 29, On April 18, 2016, Mr [redacted] called ViaSat to have his account disconnected due to his billing issues, at which time he advised he would not pay the balance dueMr [redacted] account was disconnected, per his request We apologize for any frustration Mr [redacted] may have experiencedIn order to resolve this complaint, ViaSat will waive the balance due of $from Mr [redacted] account, but ViaSat does not agree to issue a refund for the February 26, payment of $60.77, or waive his early termination fees of approximately $ Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] rebuttal to our attention Regarding the discount of $off per month for the first months, ViaSat did not advise in our previous response that Ms [redacted] was no longer receiving thisViaSat was merely providing Ms [redacted] with information applicable to her accountMs [redacted] will continue to receive this promotional offering for the next two months, after which it will expire Ms [redacted] payment method has been removed from her account as of May 16, As a final resolution to this complaint, ViaSat will waive the balance due of $currently on Ms [redacted] account, and resume it from suspension for nonpaymentHowever, ViaSat will not agree to apply any further discounts onto Ms [redacted] account at this time The credit of $has been applied to Ms [redacted] account as of May 25, Thank you for the opportunity to respond

Thank you for offering arbitration between ViaSat and Ms [redacted] ViaSat is rejecting the offer as we have spoken directly with her regarding the complaint and charges We apologize for the oversight on our behalf regarding the statements provided by Ms [redacted] As we did not see that the provisional credit had been reversed by her bank on May 18, 2016, an outstanding balance of $remained on Ms [redacted] accountOn August 31, 2016, Ms [redacted] ViaSat account was removed from collections.? ViaSat did not report Ms [redacted] account to any credit agenciesAdditionally, as of today, September 2, 2016, Ms [redacted] ViaSat account has a zero balance and no further charges shall occur Thank you for the opportunity to respond and resolve Ms [redacted] complaint

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for confusion or frustration this situation may have caused.? On June 16, 2016, Ms [redacted] contacted ViaSat to request the disconnection of her accountDuring her conversation with the ViaSat representative, Ms [redacted] was offered to move her current plan to ViaSat’s Vacation plan and she acceptedHowever, due to a system error, the account was disconnected instead of being transitioned to the Vacation planWe apologize for this errorDue to the disconnection of her ViaSat account, Ms [redacted] was required to return her leased ViaSat equipment within days of the disconnectionHowever, as the equipment was not returned, on July 24, ViaSat attempted to collect $for failure to return the leased equipment and on August 9, 2016, Ms [redacted] ’s ViaSat account was written off to our outside collections agency.? On September 7, 2016, ViaSat reconnected Ms [redacted] ’s ViaSat account due to the disconnection error and her request.? At this time, ViaSat agreed to uphold Ms [redacted] ’s previous Customer Agreement and therefore, Ms [redacted] is not within a month Customer AgreementThis information is referenced on Ms [redacted] ’s previous account ( [redacted] ) on ticket number [redacted] At the time of reconnection, the previous plan Ms [redacted] had on her ViaSat account (Evolution 20) was unavailable and therefore,? her account was placed onto ViaSat’s Exede GB planThis change in plans caused the difference in her monthly bill (not including the prorated charges)As of today, September 16, 2016, ViaSat has requested to have Ms [redacted] ’s ViaSat account placed onto her original Evolution GB plan.? In order to resolve this complaint, Ms [redacted] ’s account was removed from collections on September 16, ViaSat did not report Ms [redacted] ’s account to any credit agenciesAdditionally, a credit of $has been applied to Ms [redacted] ’s account which includes the previous $credit promised and an additional $credit to offset the difference in charges on her September 12, monthly billOnce Ms [redacted] ’s ViaSat account is transition to the correct package, her monthly bill will reflect the correct monthly charges of $80.69.? Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s rebuttal to our attention As previously stated, ViaSat listened to Ms [redacted] ’s February 14, callAt no point during this conversation was Ms [redacted] informed that she had months left in her 24-month minimum service termWhen reviewing the disconnection disclosures with Ms [redacted] , the ViaSat representative told her that she had approximately months remaining The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms [redacted] ’s minimum service term started on August 3, The end date of her contract is August 2, 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] ’s electronic signature on the Customer Agreement dated August 3, A copy of Ms [redacted] ’s electronically signed Customer Agreement has been attached for her review and recordsViaSat has also sent a physical copy to her as of March 8, Ms [redacted] sent emails on February 14, and February 22, Our records show that the responding ViaSat representatives attempted to reach out to Ms [redacted] via telephone to process her disconnection request, but there was no responseOur records also show that the representatives also responded to Ms [redacted] via email advising her to call in to ViaSat’s 24-hour Customer Service Department to have her disconnection processed, as ViaSat does not accept termination requests via emailWe apologize if Ms [redacted] did not receive these emails As of March 8, 2016, Ms [redacted] has approximately months left in her minimum service term, making her early termination fees approximately $Currently, her account is still activeIf she would like to disconnect, she may do so at any time by contacting ViaSat’s 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond

Thank you for bringing Ms***’ Better Bureau Business complaint to ViaSat’s attentionWe apologize for any confusion she may have experienced Ms [redacted] contacted ViaSat on April 17, to request a service call due to connectivity issues she was experiencing with her ViaSat servicesDuring her conversation with the ViaSat representative, Ms [redacted] was advised that she would need to contact her local dealer to schedule the service call On April 20, 2016, Ms [redacted] contacted ViaSat again to discuss the service call as she was having difficulties reaching her ViaSat Dealer.? Ms [redacted] account was escalated to the correct department due to the calendar unavailabilityMs [redacted] contacted ViaSat again on April 22, to again discuss the difficulties with getting the dealer to her location for the completion of the service callDuring this call, Ms [redacted] was advised that this issue was escalated on 4/20, but she should receive a call from someone regarding the service call and that a sales channel change would occur Ms [redacted] contacted ViaSat again on April 26, During this call, Ms [redacted] asked to speak with ViaSat’s corporate office to get her issues resolvedOne of ViaSat’s corporate representatives spoke to Ms [redacted] and reviewed the information provided by Installer Relations teamAdditionally, Ms [redacted] was scheduled for April 28, and given a credit for $to cover her monthly bill Nevertheless, ViaSat’s Home Service Providers attempted to contact Ms [redacted] on April 26, and April 27, 2016, to discuss the scheduling of her service call; however, she was unavailable at that timeCurrently, the service call for Ms [redacted] has been rescheduled for April 30, Ms [redacted] will need to contact [redacted] at [redacted] to complete the scheduling of the service call To date, Ms [redacted] has received $in goodwill credits due to this issueViaSat believes given these credits and that ViaSat is attempting to resolve the service call issues, the complaint has been resolved Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 14, 2015/12/28) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused On November 9, Mr [redacted] contacted ViaSat's customer service department to advise that he had yet to receive the lease recovery boxes to return his equipmentDuring this conversation Mr [redacted] was advised that a request would be made to ship the boxes to his new locationOn November 12, this shipment was sent to Mr [redacted] ViaSat received contact from Mr [redacted] again on November 30, requesting a refund of $as he stated the leased equipment was sent back to ViaSatUpon investigation, ViaSat's representative did determine that his equipment was returned and that a refund of $would be requestedOn December 1, Ms [redacted] 's payment method on file was issued a refund of $Mr [redacted] should have received this refund within three to five business daysShould he have not, please have him contact our customer service department at XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 16, 2015/12/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I just did a search on my computer for the last months, all categories, All folders, All everything and, guess what, no emails at all from [redacted] @gmail.comJust another skin for a lieI believe what we have here is the old "Bait and Switch" routineI was baited with the gigs with the promise it could be the same at the end of months but would cost $I remember that because I told the Rep that "just sign me up for that now", and he said "shouldn't you do the promotional first" Those were the exact words spoken and that is why we got rid of Hughes at the cost of $and switched to Exede.I believe they owe us the Gigs per month at The $AS PROMISEDIf you can't provide it don't promise itYou are putting a lie out there to suck people in to signing up, playing the odds, and hoping no one will noticeThere are a lot more complaints against exede out there but people just don't bother to do anything about it

Thank you for bringing Ms [redacted] rebuttal to our attention.As per Viasat’s last response, Viasat has agreed to waive Ms [redacted] full early termination fees should she choose to disconnect as well as the first month’s past due balance in the amount of $as a gesture of goodwill.The Customer Agreement, signed by Mr [redacted] on January 25, and available at exede.com/legal, states that all subscribers are responsible for obtaining, maintaining and operating suitable and fully compatible computer equipment, including a wireless router if necessary, required to access the Internet.Viasat does not manufacture wireless routers, nor do we sell them to customersRouters can be purchased through a Viasat authorized dealer, dependent on availabilityViasat does not refund for the purchasing of additional equipment used in compatibility with Viasat’s services.? At this time, Viasat feels that all appropriate action has 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 our attention The Customer Agreement provided to each new customer, and signed by Mr [redacted] on January 24, 2018, and also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Mr [redacted] ‘s Liberty service plan provides 12GB’s of monthly Priority Data allowance for use at regular speeds of up to Mbps download and 3Mbps uploads Pursuant to Viasat’s Data Allowance Policy, once the customer goes over the Priority Data allowance the customer receives Liberty Pass, (at no extra cost) which allows them to continue using more data at download speeds of up to to Mbps when the network is not busy until their monthly Priority Data allowance resets When the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internet Customers are told this information at the time of sale and it is incorporated into the Customer Agreement Our records show that Mr [redacted] contacted Viasat on December 25, stating that he was unable to use his services due to going over his data allowanceMr [redacted] asked when his contract expired, and the Viasat representative advised Mr [redacted] that his contract expires on September 20, and that if he decides to disconnect his service his early termination fees would be approximately $Mr [redacted] chose at that time not to disconnect his services, but stated that he might in the future Mr [redacted] contactedViasat a second time on December 25, and requested to transition his package from the Liberty GB plan to the Liberty GB with Free Zone ato provide him with more dataAfter the package transition, Mr [redacted] stated that he was still experiencing slow speedsThe Viasat representative advised Mr [redacted] to powercycle his modem and if his speeds were still slow after that, he would need to contact Viasat’s Technical Support team during regular business hours No further contact was received from Mr [redacted] until he contacted Viasat on March 20, requesting to disconnect his Viasat servicesMr [redacted] requested a copy of his contract as well; the Viasat representative advised Mr [redacted] that because his account was still currently active, they would not be able to send him a copy of his contract as he had access to the contract on his customer portalThe Viasat representative read Mr [redacted] disconnection disclosures including information about early termination fees, and successfully processed the disconnection of serviceAs of March 23, 2018, that request has not been completedWe apologize for any inconvenience this may have caused Mr [redacted] As a resolution to this complaint, Viasat has agreed to waive Mr [redacted] early termination fees and will have a refund check for $sent to Mr [redacted] address on fileIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463- Thank you for the opportunity to respond