ViaSat

Thank you for bringing Mr [redacted] complaint to our attention.Our records indicate that Mr [redacted] is receiving Viasat’s Liberty GB plan with Boost and Free Zone add-onsThis service plan provides Mr [redacted] with a GB monthly data allowance, with download speeds up to Mbps and upload speeds of up to Mbps.? Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software.? ? Because of these many variables, Viasat cannot guarantee any particular speed to you.? Viasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on July 21, 2017, that speeds may vary and are not guaranteed.On July 23, 2017, Mr [redacted] contacted Viasat in regards to receiving slow speedsA Viasat representative assisted him in troubleshooting, and the speeds were restored.? On July 25, 2017, Mr [redacted] contacted Viasat in order to advise that he was receiving slow speedsIt was determined that Mr [redacted] would contact Viasat again for a session with Viasat’s Premier Technical Support team, as he was unavailable at the time.On July 28, 2017, Mr [redacted] contacted Viasat in regards to slow speedsIt was determined that Mr [redacted] would need the technical support department, which at the time was unavailableMr [redacted] was advised to contact the next morning.Viasat had no further contact from Mr [redacted] regarding his speeds until January 12, 2018, when it was determined that Mr [redacted] antenna for his satellite services was out of alignmentA service call was dispatched, and the problem repaired.? On February 1, 2018, Viasat received multiple contacts from Mr [redacted] regarding his plan, specifically about his pricing and the speedsMr [redacted] stated that he had never received over mbpsA speed test run by the Viasat representative assisting him reported download speeds of mbpsMr [redacted] stated that he was receiving speeds of less than Mbps at the timeHe was advised that his equipment was working as it should and was advised to contact technical support if he had any further issuesA service call has been scheduled as of February 1, to determine if there is anything that might be wrong with Mr [redacted] equipment.A review of Mr [redacted] account on February 2, reports that he is receiving download speeds of Mbps and upload speeds of 5.01, which are well over his advertised speeds.? In order to bring this complaint to resolution, Viasat has added a $credit to Mr [redacted] bill for the next six months, starting on his February billIf Mr [redacted] has further troubles with his speed, he may contact Viasat’s24-hour Customer Care department at 1-855-463-in order to troubleshoot his services.? Thank you for the opportunity to respond.?

Complaint: [redacted] I am rejecting this response because:? At the end of April period, ViaSat deducted $5,from the $8,credit.? Why is it that prior to and after these two periods (March and April 8), we stayed within our monthly allowance? or only went over a few GB's.? ViaSat even had one of their representatives tell me that they had never seen anything like this ever happen during their year career...not even some large corporations used this much data.? We did not do anything different than we had ever done before.? During a conversation with another representative, they said the data was being used during the early am when no one was at church.? Data was even being used when we had unplugged the internet.? Clearly, we are being overcharged for data we did not use...we do not agree with ViaSat's response and want to be refunded the difference over 50GB for those two months Sincerely, [redacted]

Thank you for bringing Mr [redacted] ’s complaint to our attention Mr [redacted] was receiving Viasat’s Unlimited Data Silver service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare 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 [redacted] , if a customer uses more than GB of data during their monthly billing period while receiving the Unlimited Data Silver plan, 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 [redacted] 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 Mr [redacted] ’s electronic signature on the Customer Agreement dated March 3, Our records show Mr [redacted] called Viasat’s Sales Department on February 28, to inquire about serviceDuring this conversation, Mr [redacted] informed the Viasat representative of what he typically used the internet for, and was recommended the Unlimited Data Bronze service planThe Viasat representative incorrectly informed Mr [redacted] that his service speeds would not go any lower than Mbps once he’d reached the deprioritization threshold for the service planMr [redacted] did not order service that day; however, he called back on March 1, to place an order, at which time he elected the Unlimited Data Silver service planThe service was installed at Mr [redacted] ’s home on March 3, Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed Mr [redacted] called Viasat on March 4, because he was experiencing slow speeds, at which time he was informed of network congestion in his area impacting his serviceWhen Mr [redacted] requested disconnection because he was receiving download speeds below Mbps, he was reminded of the early termination fees On March 5, 2018, Mr [redacted] called Viasat once again regarding the speed of his serviceThe Viasat representative attempted to guide Mr [redacted] through troubleshooting, but could not complete the process because Mr [redacted] was unable to directly connect his device to the Viasat modemMr [redacted] was once again advised that network congestion was impacting his service Mr [redacted] requested the disconnection of his account on March 10, 2018, at which time he was informed of the disconnection disclosuresMr [redacted] disputed the Customer Agreement, but moved forward with the disconnection regardless The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers 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 As resolution to this complaint, Viasat has waived Mr [redacted] ’s early termination fees in full as of March 12, As Mr [redacted] was using the service, Viasat does not agree to issue a refund for the monthly service payment of $he made on March 4, Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention The Customer Agreement, signed by Ms [redacted] , the account holder, on December 12, and available at exede.com/legal, states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Our records show Mr [redacted] ordered service on December 5, and the service was installed on December 12, During this appointment, the technician assisted the customer with removing tree limbs to gain line of site, but informed the customer that the tree closes to the dish would need to be cut down in order to maintain the service signal On December 13, 2017, Mr [redacted] called Viasat to disconnect the account, advising that his electrical system would not support the Viasat dish, and that the growing trees would have an impact on the service signalThe Viasat representative informed Mr [redacted] of the disconnection disclosures, including the early termination fees, and processed his requestMr [redacted] requested that his payment method be removed from the account and advised that he would make payments towards the early termination fees On December 16, 2017, Viasat charged Mr [redacted] $in early termination feesAs there was no payment method on file, no amount was collectedThis remained on his account as a balance due until January 29, 2018, at which time it was referred to outside collections for further action As resolution to this complaint, Viasat will agree to remove Mr [redacted] account from collections with the balance due of $waived in fullA request has been escalated as of February 13, Thank you for the opportunity to respond

Thank you for bringing Mrand Mrs***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused Customer Agreement signed by Mr [redacted] on September 20, and available at exede.com/legal, states that ViaSat does not provide a refund for unused services regardless of when an account is disconnected ViaSat collected $for the monthly services on February 16, On February 22, 2017, ViaSat received contact from Mr [redacted] who requested the disconnection of his ViaSat accountDuring his conversation with the ViaSat representative, Mr [redacted] was advised of the disconnection disclosures and equipment return policyViaSat received contact from Mr [redacted] March 25, 2015, at which time he requested the refund for the unused services from February 16, to March 16, Mr [redacted] was educated by the ViaSat representative that ViaSat does not refund for unused services and that the charges were validIn order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to refund Mr [redacted] the unused services of $ per his requestThe refund of $was issued to Mr***’s payment method on file and should be received within three to five business daysThank 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

Thank you for brining Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedAt the time of sale Customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and early termination fees Each of these points is also addressed on the first page of the Customer Agreement signed by Ms [redacted] on October 11, and available at exede.com/legal We apologize if Ms [redacted] feels these points were not communicated to her satisfactionDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity.Since installation, Ms [redacted] has contacted ViaSat times regarding connectivity with her servicesEach time, Ms [redacted] was advised that issues with her services were directly related to congestion or weather outagesOn May 29, a ViaSat Home Service Provider Technician went to Ms [redacted] location and realigned her dish Ms [redacted] contacted ViaSat again on September 15, to discuss the connectivity of her ViaSat accountDuring her conversation with the ViaSat representative, Ms [redacted] was advised that the connectivity issues were directly related to a weather outage in her areaMs [redacted] advised the representative that she would call ViaSat back if the issue persisted ViaSat did not get another call from Ms [redacted] regarding connectivity issues until November 11, as which time she was advised that the slow speed were directly related to congestion within her areaOn April 12, Ms [redacted] contacted ViaSat to discuss her servicesDuring her conversation at this time, Ms [redacted] was on her lunch break and was unable to have troubleshooting steps performedIn response to this complaint, ViaSat does not agree to refund Ms [redacted] all charges collected since October However, if Ms [redacted] feels that the services are not meeting her needs, ViaSat will agree to disconnect the account with waiver of the early termination feesIf she wishes to disconnect her account, please have her contact ViaSat’s 24-Hour Customer Service number at 1- 855-463-and reference ticket [redacted] Ms [redacted] will be responsible for returning ViaSat’s modem and transceiver within days after her disconnection if she chooses to disconnect her account, 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 within a week after her disconnection, and will include illustrated instructions on what equipment she will need to returnThank you for the opportunity to respond

Thank you for bringing Mr***’s complaint to our attention The Customer Agreement, signed by Mr [redacted] on April 29, and available at [redacted] , advises that ViaSat waives the standard service call fee for the first days of serviceAfter this timeframe has expired, customers are required to pay a standard service call fee of $Customers who opt into the EasyCare program are not charged for required service calls (normally $95.00), receive one complimentary dish relocation per year (normally $200.00), and are provided with priority access to ViaSat’s 24-hour Customer Service department Our records show Mr [redacted] contacted ViaSat on August 5, because he had been having issues with his service connectionAt the time of the call, however, Mr [redacted] was not experiencing an issue and was using the serviceMr [redacted] was advised to call back when he was actively experiencing the issue so he could be guided through troubleshooting and diagnostics could be run on the modemHe was also informed that ViaSat would provide him with a service call, if necessary, and advised that the standard service call fee was $Mr [redacted] advised that he would not pay the service call fee and would be calling back to disconnect his service Mr [redacted] placed a second call to ViaSat the same day because his connection had droppedThe ViaSat representative offered to guide Mr [redacted] through troubleshooting, but Mr [redacted] declined; he also declined a service call because he did not want to pay the standard feeOnce again, he advised he would be calling back to disconnect ViaSat received another call from Mr [redacted] on August 29, regarding his service issues, at which time he was advised of ViaSat’s EasyCare program, which would provide him with a free service callHe was also offered a $discount off his next billMr [redacted] declined all offers and once again advised he would be disconnecting On September 1, 2016, ViaSat charged Mr [redacted] $in monthly service fees, but the payment failedThe same day, Mr [redacted] called to disconnect his account, at which time he was advised of all disclosures, including the early termination fees The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service termCustomers 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 termThe Customer Agreement also 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 Credit card companies administer an automated process that provides merchants with updates to customer credit card information when those merchants are known to use automatic recurring paymentsViaSat accepts and updates the customer credit card information at the request of the credit card companies acting on their customer’s behalf On September 7, 2016, ViaSat received updated payment information from Mr***’s financial institutionSubsequently, on October 1, 2016, ViaSat collected a payment of $from Mr [redacted] for his early termination fees ($284.50) and the failed monthly service fee from September ($60.87) Regarding his assertion that the service was slow and did not work, prior to the August 5, 2016, ViaSat had not been made aware of any issues Mr [redacted] may have experienced with the service ViaSat does not agree to refund Mr***’s early termination fees of $284.50; however, as he called to disconnect on his bill cycle date, ViaSat will refund the $he was also chargedThis refund has been issued as of October 4, 2016; it may take Mr [redacted] three to five business days from the issue date for him to see the refund deposited into his account Thank you for the opportunity to respond."

Thank you for bringing Ms***’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Ms [redacted] on September 21, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat does not offer a day trial periodAt the time of installation the technician will have the customer sign a 24- month agreement in order to have the service activatedViaSat understands that the service was not meeting Ms***’s needs or expectations so it was cancelled days after installationIn order to arrive at a resolution and due to the length of time the service was installed, ViaSat has agreed to issue back a full refund of $Ms [redacted] was issued a refund of $on September 29, which she should have received by nowThe second half of the refund was issued today October 6, and Ms [redacted] should receive that within 3-business daysThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Unfortunately, purchasing ViaSat’s service with DirecTV does not bundle the billing.? ViaSat handles customer billing for its own services and therefore, [redacted] is billed separately for his ViaSat internet serviceOur records show [redacted] ordered his service through an authorized ViaSat dealer that also offers DirecTV.? Unfortunately, purchasing the services together did not “bundle” the billing.? ViaSat handles customer billing for its own services and therefore, [redacted] would be billed separately by ViaSat for the Exede® service At the time of sale, customers are made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitations.? Each of these points is also addressed in the Customer Agreement signed by [redacted] on June 07, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to his satisfactionWe apologize for any confusion or frustration [redacted] may have experiencedIn order to bring this complaint to resolution ViaSat will agree to disconnect [redacted] account with waiver of the early termination feesHowever, [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 Agreement.? A 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 [redacted] may contact ViaSat’s 24-Hour Customer Service Department at [redacted] and reference ticket [redacted] to move forward with the disconnection of his ViaSat account Thank you for the opportunity to respond?

Initial Business Response / [redacted] (1000, 5, 2015/09/10) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced The Customer Agreement, signed by Mr [redacted] authorized signer, on April 18, and available at exede.com/legal, states 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 up to $300.00, not including taxesA prepaid UPS box with free return shipping label and illustrated instructions is delivered to a customer's mailing address within a week after the disconnection of their account for the return of ViaSat's equipment Mr [redacted] contacted ViaSat on June 17, to disconnect his account because he was moving to a new home addressDuring this conversation, the ViaSat representative reviewed all disconnection disclosures with Mr [redacted] , including the return of ViaSat's equipmentThe UPS box was delivered to Mr [redacted] 's home on June 26, On July 20, 2015, ViaSat was alerted that Mr [redacted] had not returned the ViaSat equipmentAs Mr [redacted] 's bill cycle date is scheduled for the 20th of each month, he was charged an unreturned equipment fee of $the same dayViaSat received notice on July 21, that his equipment had been returnedMr [redacted] requested the removal of his payment method from ViaSat's systems on July 22, As Mr [redacted] 's equipment had been returned, an attempt to automatically refund the unreturned equipment fees was made by ViaSat's billing system on July 29, 2015; however, as there was no payment method on file, per Mr [redacted] 's request, the refund attempt was unsuccessful ViaSat did not hear back from Mr [redacted] regarding his refund until August 20, During this conversation, Mr [redacted] was incorrectly advised that the refund had been issued to him that dayViaSat received another call from Mr [redacted] on August 24, because he still had not received his refund, and the matter was escalated for review In order to come to a resolution regarding this complaint, ViaSat will issue a refund of $to Mr [redacted] As he does not have a payment method on file, this refund will be issued via check to [redacted] XXXXX, per Mr [redacted] 's requestMr [redacted] should be advised that it may take 4-weeks for him to receive this check Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) There are inaccuracies in Viasat's response, just as Ibreceived inaccuracies on each of calls over a week periodI returned the boxes for disconnect of two services on the very day that Biasat sent the call tags by UPSOne box made it in a timely manner, but according to Viasat, the other did notPerhaps Viasat could have sent the call tags a few days earlier! I did not cancel service because I was movingI canceled because Viasat has been more problems than it was worth to me since day one [redacted] was not an authorized sign or for me - He was Viasat's part time installer in this areaI had been led to believe by him that I was purchasing the equipment with the exorbitant installation feesNow I understand that they were lease fees which I paid upfront with the installation feeI was told when I asked for my payment method to be removed from my two accounts, that the credit card info would still be retained for "any unexpected charges" pertaining to my account, however removal would disallow further auto charges to my credit card

Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused ViaSat'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 policyThe Data Allowance Policy applicable to Ms [redacted] plan 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 saleIt is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] , the account holder, on June 26, (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 usageCustomers 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 Ms [redacted] contacted ViaSat's customer service department on October 10, to request the disconnection of her ViaSat accountHowever, during her conversation with ViaSat's representative, the call ended before the disconnection could occur to phone issuesMs [redacted] did not make contact with ViaSat again until December 4, to request the disconnection of her accountDue to this ViaSat continued to attempt to bill Ms [redacted] her monthly service plan charges In order to bring this complaint to resolution and as a gesture of good faith, ViaSat will agree to waive the past due balance of $for the October and November monthly service chargesHowever, Ms [redacted] is responsible for the $for the early termination fees as she never made ViaSat aware of any issues she was experiencing with her service and per the Customer AgreementA credit has been applied to Ms [redacted] account for the $121.16, and she may contact ViaSat's customer service department at 855-463-to resolve the balance owed of $ 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 causedMs [redacted] ’ had her account disconnected on July 20, ViaSat sa service call for July 25, to have the tria removed from the dish so that Ms [redacted] ’ could send the tria backThis service call was cancelled and escalated to the home service provider to see whyViaSat spoke with a [redacted] on July 25, and explained that the service call was cancelled and a new one would need to be scheduled but we would need to speak with the account holder in order to have this doneThe phone call was ended so ViaSat’s supervisor attempted to call backOnce again ViaSat’s supervisor spoke with [redacted] and once again the call was disconnected so ViaSat did not make another attempt to call backIn order to arrive at a resolution ViaSat has waived off the charge for the tria and Ms [redacted] ’ will not need to send it back and ViaSat will not need to sa service callAt this time Ms [redacted] ’ will just want to send back the modem so that a charge is not placed on the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the point of sale, customers are advised that the speed of the service is not guaranteed and may varyDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipmentSpeeds can also be affected by programs that are running in the background, the router, and day-to-day activityDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of ViaSat’s networkViaSat tends to have more customers utilizing the network during peak times which are typically 8:PM to 12:AM, local time, but may vary depending on the area Customers are also advised that use of multiple devices with our service may result in slower speedsEach time Mr [redacted] has called ViaSat with speed issues, the ViaSat representative was able to troubleshoot the issue with Mr [redacted] We apologize that Mr [redacted] continues to see speed issuesIn order to arrive at a resolution should Mr [redacted] wish to disconnect the account ViaSat will waive the early termination fees from the accountMr [redacted] can contact customer care at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedOur records show Ms [redacted] purchased ViaSat’s WildBlue Value service plan on April 22, The data usage on ViaSat’s WildBlue service plans are measured over a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both their download and upload usage thresholds Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale Our Data Allowance Policy is addressed on the first page of the Customer Agreement and it is also available at [redacted] Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage Due to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer’s home, network congestion, as well as the customer’s computer equipment Programs that are running in the background, the router, and day-to-day activity can also affect speedsThe 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 filesCurrently, Ms [redacted] has used GB of her download usage and GB of her upload usageOn November 2, 2016, Ms [redacted] was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offerWe apologize for any frustration Ms [redacted] may have experiencedShould Ms [redacted] need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-####Thank you for the opportunity to respond

To whom it may concern,? ? ? I will agree to money being credited to my credit card instead of next months bill? ? ? I would also like to respond that some of the information that was sent off ? my complaint is inaccurate? I called June 14, not June 16, 2016, and I never wanted to disconnect my service I wanted to put on vacation plan like I have for the past years with this company, and why would I send equipment back if I was on vacation plan? ? I had no knowledge that I was disconnected until I got calls from a collection agency then I called several times to dispute this disconnection, and the agents assured me that it is in the supervisors hands , and not to take the collection calls? Then I call on Sept to have it connected off of vacation plan only to find out know one took care of problem? Also they tried to take the equipment fee which totaled out of my bank, and there wasn't enough funds and I was charged a insufficient fund charge of dollars? So I will accept the money being offered, but only to the card on file PERIOD? I just want to make this clear I called on June for vacation plan why would I ever call back days later to disconnect? ? My files should reflect that I hVe put on vacation mode for years now? ? Very dissatisfied with your company, and I am looking for other internet providers in my area

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Our review of Ms [redacted] ’s account shows that she contacted [redacted] on January 23, to order [redacted] service bundled with ViaSat’s internet serviceAt the time of sale, customers are made aware of ViaSat’s 24-month minimum service term, early termination fees and Data Allowance PolicyEach of these points is further addressed in ViaSat’s Customer AgreementPurchasing ViaSat’s service with [redacted] does not bundle the billingViaSat and [redacted] handle customer billing for their own services; therefore, Ms [redacted] is being billed separately by ViaSat for Exede Internet serviceThe [redacted] sales agent was required to make Ms [redacted] aware of these pointsWe apologize these points were not communicated to Ms [redacted] ’s satisfaction at the point of sale 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 January 26, Ms [redacted] contacted ViaSat on January 27, to request disconnection, advising that she felt she had not been fully informed at the point of saleAt this time, Ms [redacted] was informed that she would be charged early termination fees if she chose to disconnect, per the Customer AgreementWhen Ms [redacted] advised that she had not been on site during the installation, she was advised that she had given the person on site authorization to accept the service installation and sign documents on her behalfMs [redacted] was also advised that ViaSat sent confirmation emails to customers prior to the installation of the service, which advised them of details about the service, including the Customer AgreementMs [redacted] requested to speak to a supervisor, at which time her call was transferred accordingly During her conversation with the ViaSat supervisor, Ms [redacted] once again advised that she felt she had been not fully informed at the point of saleAt this time, the ViaSat supervisor informed Ms [redacted] that ViaSat did not provide a grace period for the service, and that early termination fees would apply if she disconnectedMs [redacted] chose not to disconnect her account at this time ViaSat received another call from Ms [redacted] the same day, once again disputing the early termination feesAt this time, she was transferred to a supervisor for further assistance, and a request to have the sales call reviewed was submitted On January 28, 2017, ViaSat collected a payment of $from Ms [redacted] for her monthly service fees, plus prorated charges based on her service installation date As resolution to this complaint, and in consideration of her short term as a ViaSat subscriber, ViaSat will agree to waive Ms [redacted] ’s early termination fees in full if she disconnects prior to February 28, 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 AgreementA [redacted] box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions If she would like to move forward with the disconnection of her account, Ms [redacted] may contact ViaSat’s 24-hour Customer Service Department at [redacted] in reference to ticket no [redacted] Thank you for the opportunity to respond

Thank you for bringing Mr [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 Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeMr [redacted] is currently receiving promotional discounts in the amount of $off for months, as well as a month credit to cover the cost of his EasyCare programThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Mr [redacted] contacted Viasat on February 7, to advise that he was experiencing slow speeds with his Viasat servicesA Viasat representative assisted him in troubleshooting, and it was determined that the problem was due to network congestionThe representative requested that Mr [redacted] contact Viasat in the morning to determine if this was the true source of the problem, as he should not be experiencing network congestion thenIn response to this complaint, Viasat has reviewed Mr [redacted] ’ accountAs of February 8, 2018, Viasat has not found any issues with Mr [redacted] ’ service.If Mr [redacted] has any further questions regarding his services or would like troubleshooting assistance, he 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, 2015/08/28) */ 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 term Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term 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 Agreement A 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: You seen from their response that, as I previously stated, ALL of their equipment was returnedAnd I am sending proof of the money they STOLE from my account and I want it RETURNED...? Sincerely, [redacted]