ViaSat

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused On April 16, 2016, [redacted] created a new account as he was moving to a new location At the time a customer chooses to move their services, a new 24-month Customer Agreement is requiredThis is advised to each customer at the time of the new connectAdditionally, 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 [redacted] ’s electronic signature on the Customer Agreement dated April 25, [redacted] contacted ViaSat on August 2, 2017, to request the disconnection of his ViaSat account as he had alternate services During this conversation, [redacted] was educated on the disconnection process including the leased equipment return policy, and the early termination feesSubsequently, on August 28, 2017, ViaSat collected $from [redacted] for the early termination fees Given this information, ViaSat does not agree to refund any charges collected for the early termination of his ViaSat account as these charges are valid As MsGordon has returned his leased ViaSat equipment, no further charges shall occur on his account Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 10, 2015/07/08) */ Thank you for bringing Mr [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMr [redacted] is currently on the Exede 12- gigabyte plan which allows him gigs each monthIf Mr [redacted] goes over the gigabytes his service will be slowed unless extra gigabytes are purchased on the accountMr [redacted] bill cycle date is the 20th of each month and on that day the gigabytes will reset to giving him full speedsCurrently Mr [redacted] is over his allotted gigabytes which are causing his slow speedsWhen Mr [redacted] is not over his allotted usage his service speeds are above the advertised speedViaSat advertises speeds up to Mbps and when ViaSat ran a speed test for Mr [redacted] he was getting down and up which is greatShould Mr [redacted] wish to disconnect the account he will be responsible for the early termination fees according to the signed customer agreement that ViaSat has on fileThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/10/29) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat At the time of sale, customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment for Exede Internet, the 6-month minimum service term commitment for Exede Voice, and early termination feesWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction Our records show Ms [redacted] ordered service through an authorized ViaSat dealer on June 11, 2015, at which time she elected the Exede 10GB a month service plan ($a month, plus applicable taxes and a $monthly equipment lease fee) and the Exede Voice service ($a month for the first six months; $a month thereafter)The ViaSat Exede service was installed at Ms [redacted] 's home on June 17, ViaSat received a call from Ms [redacted] on June 24, because she had not received her Exede Voice adapterAt this time, the ViaSat representative escalated a request to have one shipped to Ms [redacted] 's home address, and offered her a $goodwill credit towards her bill for the inconvenienceThis credit was applied to Ms [redacted] 's account the same dayMs [redacted] chatted in with a ViaSat representative later the same day about her data usageDuring this conversation, the ViaSat representative educated Ms [redacted] on ViaSat's Data Allowance Policy, the causes of high usage, and offered Ms [redacted] 5GB of free dataMs [redacted] accepted this offerThe ViaSat representative also advised Ms [redacted] that she would be charged early termination fees if she chose to disconnect her account Ms [redacted] chatted in with a ViaSat representative about her Exede Voice adapter on July 1, At this time, Ms [redacted] was advised that the request for the new adapter had been processed on June 29, 2015, and that she would receive it in 1-business daysMs [redacted] was also provided with another $goodwill credit for the inconvenienceDuring this conversation, Ms [redacted] mentioned she was experiencing a connectivity issue, at which time she was advised to contact ViaSat's Technical Support for further assistanceOur records show that ViaSat never received any call from Ms [redacted] regarding her connectivity issues On July 8, 2015, Ms [redacted] was advised that the adapter was scheduled to be delivered to her home that dayOn July 16, 2015, during a conversation with a ViaSat representative, it was advised to Ms [redacted] that the adapter had been delivered to the wrong addressAs Ms [redacted] was chatting with the representative online, the representative directed her to call into ViaSat's Exede Voice Support for assistance with getting a new adapterOur records show that ViaSat did not receive a call from Ms [redacted] regarding the adapterMs [redacted] was provided with another $goodwill credit ViaSat did not receive another call from Ms [redacted] until September 22, 2015, when she called to disconnect her accountDuring this conversation, Ms [redacted] was advised of all disconnection disclosures, including the early termination fees; however, the ViaSat representative escalated a request to see if the early termination fees could be waivedThe request was denied the same day as the fees were considered valid The Customer Agreement provided to each new subscriber requires subscribers to commit to a 24-month minimum service term for the Exede Internet service and a 6-month minimum service term for Exede VoiceEarly termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On October 20, 2015, ViaSat collected a payment of $for Ms [redacted] 's early termination feesMs [redacted] was advised that her waiver request had been denied on October 27, during a conversation with a ViaSat representativeAt this time, a refund request of $was escalated on Ms [redacted] 's behalf for the Exede Voice fees she'd paid since installationThis refund was issued to Ms [redacted] 's payment method on October 28, It can take 3-business days for customers to see refunds deposited into their account In order to fully resolve this complaint, ViaSat has issued a refund of $to Ms [redacted] 's payment method as of October 29, Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) We wanted our money back, but we would like to suggest that the Revdex.com research negative reviews for Exede, ViaSat, and/or WildblueThank you for your assistance in resolving this complaint

Initial Business Response / [redacted] (1000, 5, 2015/10/15) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Ms [redacted] contacted ViaSat's customer service department via our online chat system on September 14, During her chat with our customer service representative, Ms [redacted] was advised of instructions for helping with her issuesHowever, on September 25, Ms [redacted] made contact with ViaSat's customer service department once again via our online chat system to discuss her connectivity issues During her conversation with ViaSat's customer service department, Ms [redacted] was advised to try and go to go.wb.net; however, Ms [redacted] refused stating she should not have to do thisAs Ms [redacted] was unwilling to attempt this troubleshooting step with the representative, the ViaSat's customer service representative advised Ms [redacted] that she would need to call into our customer service department for further troubleshooting stepsAgain, Ms [redacted] refused this step and ended the chat with the customer service representative Since September 25, 2015, ViaSat has not received a call or chat from Ms [redacted] Again, we apologize for any frustration this situation may have caused, but ViaSat is unable to effectively troubleshoot Ms [redacted] 's service issues until a call is made into our customer service departmentIf Ms [redacted] could contact ViaSat directly at XXX-XXX-XXXX, we would like to troubleshoot further to determine what may be causing the connectivity issues on Ms [redacted] 's system As a gesture of good faith, Ms [redacted] has been issued $off her monthly bill for monthsAdditionally, ViaSat will agree to refund the $collected on September 12, for her monthly servicesThe refund of $has been issued to the payment method on file and should be received by Ms [redacted] in three to five business days Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:Exede never completed their “detailed investigation” into the source of data usage or provide we used the data, after claiming they would for over a month.? They made accusations against the accuracy of router data usage monitoring without providing any proof to their claims.? We reject their claims that we are the source of the data usage at the rate of 18GB in less than 24hrs.? Data usage at that rate is not consistent with our typical data usage, our equipment was monitored or shutoff, our router showed a fraction of data usage claimed by Exede, they indicated machines that are not on our network, they claimed software (peer-to-peer) being used that we do not have.We will terminate use of this internet service provider as soon as alternate arrangements can be made Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to Viasat’s attentionWe apologize for any confusion or frustration this situation might have caused ? Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 360p? Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal? Between December 12, and December 19, 2017, Ms [redacted] contacted Viasat on eight separate occasions regarding the connectivity and speeds of her Viasat accountDuring her conversation on December 12, with the Viasat representative, Ms [redacted] was advised that her download speeds of and upload speeds of 2.59, within the advised limits ? On December 19, 2017, Ms [redacted] contacted Viasat to request a service call as she felt the speeds she was getting were not within the advised limitsDuring this conversation, Ms [redacted] was advised that a service call was not needed as she was receiving speeds within the limits ? In order to bring this complaint to resolution, and as a gesture of good faith, Viasat will agree to waive the applicable early termination fees of approximately $However, Ms [redacted] will be 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 [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 Ms [redacted] wishes to disconnect her account with waiver of the early termination fees, please have her contact Viasat’s 24-hour Customer Service Department at 1-855-463-and reference ticket [redacted] ? 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 It is our goal to provide Mr [redacted] with the best internet experience possibleHowever, 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 equipmentSpeeds can also be affected by programs that are running in the background, the use of virtual private networks, the router and the activities a customer engages in on the internetSome of these variables are outside of ViaSat’s control; therefore, it is important to ViaSat that customers are made aware that speeds are not guaranteed and may varyThis is why ViaSat uses the “up to” language in its advertisements, and also disclosed to customers at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteedViaSat understands that the service may not be meeting Mr [redacted] ’s needs or expectations, so in order to arrive at a resolution ViaSat will waive the early termination fees from the account should Mr [redacted] wish to disconnectMr [redacted] will need to contact customer care at ###-###-#### and reference ticket number [redacted] During this call the disclosures will be read and Mr [redacted] will be advised that he needs to send back two pieces of equipment using a prepaid shipping label and box that ViaSat supplies once the account is disconnectedViaSat will not remove the part without a service call chargeShould the equipment not be sent back there will be a charge of $for each non-returned pieceThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:I filed a complaint on 6/11/and was told I wasn’t going to be charged the cancellation fee of $and low and behold my credit card was charged for this amount on 6/? Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I wish to add that we have not received any verification from these folks ? and when I called and visited with one of their representatives last week she still insisted that she could not allow a creditTheir statement about [redacted] vs [redacted] is absolutely incorrectI can verify that their package service was ***This company is very flakey when it comes to their wordI will not work with them againI will give them credit that their services Wildblue and Exede deliver good internet and satellite phoneI give them stars for that but their business workings are not acceptable Sincerely, [redacted] ?

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any issue she may have experienced regarding ViaSat’s billing and copyright infringement processesThe Customer Agreement, signed by Ms [redacted] on March 28, and available at www.exede.com/legal, obligates customers to comply with ViaSat’s Acceptable Use Policy, and states that ViaSat reserves the right to immediately terminate the service if subscribers knowingly or otherwise engage in any prohibited activitySubscribers are responsible for the misuse of the service, even if the misuse was committed by a friend, family member, or guest with access to the serviceThe primary account holder is responsible for taking steps to ensure that others do not use their account to gain unauthorized access to the serviceInfringing on the intellectual property rights of others is prohibited under ViaSat’s Acceptable Use Policy In accordance with the Digital Millennium Copyright Act, ViaSat forwards notices of alleged copyright infringement that it receives from copyright holders to customers that have allegedly infringed upon the copyright holder’s copyright It is ViaSat’s practice to send an email containing the copyright holder’s notice verbatim and to also send a ViaSat drafted email explaining ViaSat’s Acceptable Use Policy, which includes a warning that repeat infringements may result in the termination of the account Ms [redacted] was sent copyright infringement notification emails from May until October On March 1, 2016, ViaSat was notified of separate copyright infringements by someone at Ms [redacted] locationDue to this information, ViaSat is unwilling to refund Ms [redacted] the $collected on April 1, for the early termination feesHowever, as a gesture of good faith, ViaSat will agree to refund the $collected on March 1, for the monthly services Ms [redacted] will receive the refund of $to the payment method on file and should be receive within three to five business days from today, April 6, ViaSat however will not agree to refund any overdraft charges caused by the collection of the early termination feesAs Ms [redacted] was advised approximately times of copyright infringements and that the repeated infringements may result in the termination of the account, ViaSat believes this charge was validThank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any issue he may have experienced with ViaSat’s servicesAt the time of sale, ViaSat’s sales agents recommend service plans based on information provided by the customer regarding the household’s Internet usage, as well as based on the service plans available in the areaCustomers may have the option to upgrade their service to a plan that offers a higher monthly data allowance, depending on the service plans available in their areaCustomers are also made aware of ViaSat’s 24-month minimum service term commitment, early termination fees, and equipment lease requirementsEach of these points is also addressed in the Customer Agreement signed by Mr [redacted] on March 5, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] was receiving ViaSat’s Liberty 18GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeLiberty plans provide 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 DataOn March 7, Mr [redacted] contacted ViaSat’s customer service department to discuss the latency in his servicesDuring this conversation, Mr [redacted] was advised that his services were being impacted by network congestion in his area, and a speed test was performedThe speed test determined that Mr [redacted] download speeds were within advertised range, even with congestion in his areaMr [redacted] contacted ViaSat once again on March 9, to discuss his latency concernsThe ViaSat representative guided Mr [redacted] through troubleshooting and ran a speed test, at which time it was determined that Mr [redacted] was receiving Mbps for his download speeds and Mbps for his upload speeds, well above the advertised rangeHowever, as there appeared to be an issue with Mr [redacted] equipment and cabling, he was educated that a service call would be requiredPer Mr [redacted] request, a service call was orderedOn March 13, 2016, a ViaSat technician went to Mr [redacted] location and replaced the ViaSat transceiverViaSat –received a disconnection request from Mr [redacted] on March 20, 2016, at which time he was reminded of the 24-month minimum service term and applicable early termination feesMr [redacted] disputed the early termination fees and requested to speak with a ViaSat supervisorDuring his conversation with the ViaSat supervisor, Mr [redacted] was once again advised that the early termination fees would be a valid chargeMr [redacted] ViaSat account was not disconnected during this conversation and subsequently remained active until he called again on March 22, In response to this complaint, ViaSat has agreed to waive the early termination fees in full; however, ViaSat does not agree to refund Mr [redacted] the $collected on March 5, for the installation of his servicesMr [redacted] is responsible for returning ViaSat’s modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a prepaid 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 returnWe apologize for any misunderstanding or frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ Thank you for bringing [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and the early termination fees should the account be disconnectedEach of these points are also addressed in the customer agreement signed by [redacted] on August 1, and available at exede.com/legalWe apologize if [redacted] feels these points were not communicated to his satisfactionOne of the main drivers for high usage is streaming NetflixAccording to [redacted] this is something they do dailyViaSat records all calls for quality assurance reasons and will listen to the call and follow up on our endIn order to arrive at a resolution ViaSat will let [redacted] out of contract with no early termination fees; however, the first month's charge of $will remain valid as the services were used [redacted] can call customer service anytime at 866-945-and reference ticket # [redacted] to have the account disconnected with no fees and to have the disclosures readThank you for allowing ViaSat the opportunity to respond

Initial Business Response / [redacted] (1000, 12, 2015/12/30) */ Thank you for bringing Mr [redacted] 's 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 Mr [redacted] on April 11, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageThis means that web pages and email will take significantly longer to load and most other internet activities will not work The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset 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 policy The Data Allowance Policy applicable to Mr [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 [redacted] (also available at exede.com/legal) Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usageViaSat does not automatically charge customers when they go over their monthly data allotmentCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers may utilize ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra cost ViaSat does not recommend certain gaming or the use of Virtual Private Networks (VPN) applications with ViaSat's service Customers are informed at the time of sale that ViaSat's service may not work well with gaming and VPN applications In addition, Section of the Customer Agreement signed by Mr [redacted] , clearly states, "Please note the following limitations applicable to use of the Service: VOIP services may not work over the ViaSat network if you are receiving Service through one of the WildBlue Plans Real-time or "twitch" online gaming activities may experience performance degradation over the network, including latency effects VPN applications may not perform or may perform poorly and are not recommended." The Customer Agreement provided to each new subscriber obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will applyViaSat is unwilling to waive Mr [redacted] 's Early Termination Fees in full However, ViaSat agrees to waive half of the Early Termination Fees upon the return of ViaSat's equipment Mr [redacted] can call a ViaSat Customer Care Agent at X- XXX-XXX-XXXX and reference ticket XXXXXXXX to request the disconnection of his account and ViaSat send UPS box Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 14, 2016/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 4, 2015/10/30) */ Thank you for bringing Ms***' complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedUpon further review of the complaint filed, ViaSat has determined that Ms [redacted] was charged $for early termination fees to the accountViaSat does record all calls for quality assurance purposes and was able to pull Ms [redacted] 10/1/call and verified that the early termination fees were to be waivedOn 10/29/$was issued back to Ms [redacted] for half of the charges which she will see within 3-business days from that dateAs of today 10/30/ViaSat has agreed to issue the remaining refunds of $and $which Ms [redacted] will see within 3-business days from todayThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 6, 2015/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Offer matched my requested amount

Thank you for bringing Mr***’s rebuttal to our attention As previously stated, customers have the ability to move their ViaSat service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer AgreementViaSat cancels the Customer Agreement on the original account and waives any applicable early termination feesCustomers are required to agree to a new 24-month minimum service term and a new Customer Agreement if they wish to move their service to a new location As Mr [redacted] chose not to move the service with him, per the above information, he was correctly advised that he would be charged early termination fees In regards to service being available in Mr***’s new area, as stated prior, while ViaSat’s services are available to him, the Freedom plan is notViaSat’s other service plan offers, however, are availableWe apologize if this was not communicated clearly Once again, ViaSat does not agree to waive Mr***’s early termination fees Thank you for the opportunity to respond

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me if ViaSat also waives the early termination fee as previously offered I have received a UPS box with free return shipping label and illustrated instructions for the return of ViaSat’s modem and transceiver This will be returned upon receipt of the $charged to my wife's credit cardAgain, as previously stated, at no time did I, [redacted] , authorize the charge or provide any authorization of my electronic signature Also, as previously stated, the sales representative was not truthful in disclosure of the fees, or the service plan I strongly urge ViaSat to review training of their employees, and possibly record, with permission of the parties, so that future customers are protected from unscrupulous business practices, which may also have violated Federal or State of Florida laws Sincerely, [redacted]

yes I did make the call on may 29th and was unhappy with my serves just having a few days after it was installed? then I called in july with the same problem, my husband was on the phone with tech support for hours and nothing was resolved and still poor service? Even the Tech was rude to my husbandWe even kicked off the internet with just Emails and I am pay over dollars for that? I have taken all of my electronic devices off the wifi so we can use the internet and its still bad? why do I have to pay for poor service.?

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 equipment Speeds 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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***? Per the response received from ViaSat, [redacted] did not sign anything at anytime in conjunction with the order for services, the installation of services or at any other time? After receiving my confirmation letter from DirecTV which stated I initiated the request for services, and after the technician installed the services, I signed the documentation with my signature, not [redacted] , I believe that ViaSat continuously fabricates their information? I wish to see the documentation they have with [redacted] signature and not mine? ? To further assist in complaints against ViaSat, we did agree after discussions with ViaSat, to keep the account in [redacted] 's name? We have been totally dis-satisfied with the quality of service provided by ViaSat? The installation technician stated we would not have any problem connecting in our bedroom, We never got satisfactory service in the bedroom? We constantly complained about slow internet speed, we signed up for speed up to Mbps and constantly was seeing speeds in and around 5-Mbps? On the 9th we were informed that we had expended our GBs of data and thus we would not see an increase in speed until after the next billing cycle? On at least one occasion, I specifically requested to speak with a supervisor and was informed that the supervisor refused to speak to me? ? I do not intend to disconnect the service, vice I will continue to hound customer service to try and receive the service that we are paying for? I will further continue to complain with the Revdex.com if the service remains substandard? I will, however insist that they remove their advertising signage from being proximal to my property? I do not wish to advertise for a company with such shoddy customer service and poor quality of service that they are providing? If we provided the type of customer service that they are providing, I would be forced to close the doors to my business within days.? ?

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat Ms [redacted] was receiving ViaSat’s Liberty GB plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Liberty plans provide 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 resets The Customer Agreement provided to each new subscriber, signed by Mr [redacted] , the account holder, on July 5, and 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 termViaSat does not provide a trial period for either its residential or Exede Business services Our records show Ms [redacted] called ViaSat on June 12, because she was experiencing slow speeds, at which time she was advised that she had exceeded her monthly priority data and was receiving Liberty Pass speedsWhen Ms [redacted] advised that she had signed up for an Exede Business plan, it was determined that she had been setup with a residential plan insteadMs [redacted] advised that she would have her husband call back to further discuss the matter ViaSat received a call from Mr [redacted] the same day, at which time an internal escalation was issued to have his account transitioned from a residential account to an Exede Business accountHe was also provided with free additional data to remove him from Liberty Pass speeds as a gesture of goodwill On June 14, 2016, ViaSat received a call from Ms [redacted] regarding her data usage and speeds, at which time her service plan was transitioned from the Liberty GB plan to the Liberty GB planA second call was received from Ms [redacted] the same day regarding her transition to the Exede Business serviceAt that time, she was reminded that her request had been escalated and needed to be worked by the appropriate departmentThe ViaSat representative offered Ms [redacted] GB of free additional data as a courtesy, but she declined and ended the call Ms [redacted] called ViaSat on June 15, to disconnect her account because she was not receiving the correct serviceAt this time, the ViaSat representative offered her a retention discount of $off her bill per month for monthsMs [redacted] accepted this offer, and her account remained active On June 16, 2016, Mr [redacted] called ViaSat to disconnect the account, at which time a supervisor approved the waiver of the early termination fees based on Mr [redacted] point of sale issues and the fact that Mr [redacted] claimed he was advised of a day trial period for the Exede Business service at the point of saleHowever, because ViaSat does not offer trial periods for any of its services, the request for the waiver of the early termination fees was rejected on June 18, Subsequently, on July 8, 2016, ViaSat collected a successful payment of $in early termination fees ($343.55), prorated monthly service fees based on the service plan transition ($59.21), and applicable taxes ($22.42) ViaSat received a call from Ms [redacted] on August 4, regarding the charge to her account, at which time it was determined that she should not have been charged any early termination fees and a refund request was escalatedRefund requests may take 7-business days to be reviewed and processed As resolution to this complaint, ViaSat has issued a refund of $to Ms [redacted] payment method as of August 8, It may take her 3-business days for her to see it deposited into her account We apologize for any frustration she may have experiencedThank you for the opportunity to respond