ViaSat

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are advised of ViaSat’s Data Allowance Policy, the 24-month minimum service term commitment, and the early termination feesEach of these points are also addressed in the customer agreement signed by Mr [redacted] on January 12, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfactionMr [redacted] called on January 14, to disconnect the account as it was not going to meet his needs or expectationsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the account due to the length of serviceMr [redacted] will be responsible for using the return label and box to ship back the equipmentThank you for allowing ViaSat the opportunity to respond

Thank you for bringing [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation might have caused It is our goal to provide you with the best internet experience possible However, 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weather at ViaSat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, ViaSat cannot guarantee any particular speed to you ViaSat discloses at the point of sale and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 Between August 1, and September 20, 2017, [redacted] contacted ViaSat on six separate occasions to discuss the connectivity of her ViaSat accountOn September 20, 2017, [redacted] contacted ViaSat via chat as she stated that the services were not working, but that she was unwilling to pay for a service call In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat is willing to offer [redacted] a free service call should she wish to have her service issues reviewedIf she does, please have her contact ViaSat’s 24-hour Customer Service Department at [redacted] and reference ticket [redacted] Additionally, a goodwill credit of $has been applied to [redacted] ’s account as a gesture of good faith Thank you for the opportunity to respond

? Complaint: [redacted] I am rejecting this response because: What Via Stat is true, they fail to mention that yes they did give us extra data allowance because we did indeed run over which was further rectified by upgrading to the more expensive plan which again did now work adequately for me to view my on-line college lectures even when data was not an issue.? I will note, we were unable to streamline even with full data.? How many times did we need to call to have the system "rebooted" which had nothing to do with the data allowance.? As far a breach contract, yes I did because I felt ViaStat breached their contract to me first Sincerely, [redacted] ***

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 termCustomers 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

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she [redacted] have experienced with ViaSat The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms [redacted] on [redacted] 19, (also available at exede.com/legal)Pursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageThe most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large files The Customer Agreement also requires subscribers to agree to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termViaSat does not provide customers with a trial period of any kind for the service Ms [redacted] contacted ViaSat on [redacted] 25, because she had exceeded her monthly data allowanceAt this time, the ViaSat representative reviewed Ms [redacted] 's data usage with her; provided her with some self-help options, including monitoring her usage online and purchasing more data; and advised her that she could use ViaSat's Late Night Free Zone from 12:AM to 5:AM, local time, during which unmetered service is provided at no extra costWhen Ms [redacted] inquired about disconnecting, she was reminded of her signed Customer Agreement and ViaSat's 24-month minimum term, and advised that the early termination fees would be valid if she chose to disconnect her accountThe ViaSat representative offered Ms [redacted] GB of free additional data to restore her speeds; Ms [redacted] accepted this offer, and retained service with ViaSatViaSat has not had any further contact with Ms [redacted] since this interaction Our records show that between [redacted] 20, and June 19, 2015, the majority of Ms [redacted] 's data usage went towards storage (online backups, file transfers, browser downloads, etc.), web browsing, communications (email; audio/video chat, including third-party VoIP services, Skype, Facebook IM, etc.), and media (Netflix, Dish or DirecTV OnDemand, Spotify, etc.)Ms [redacted] 's data usage reset to zero on June 20, Currently, she has only used GB out of her GB monthly data allowance In her complaint, Ms [redacted] advises that she had seen her usage increase after having her modem unpluggedThe monthly usage meter reflects the usage the last time the modem was online and the usage meter [redacted] 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 updateWhen Ms [redacted] plugged her modem back in, her data usage meter was able to update to reflect her current monthly data usage ViaSat does not agree to waive Ms [redacted] 's early termination fees in full if she chooses to move forward with the disconnection of her accountHowever, in order to come to a resolution regarding this complaint, ViaSat will waive half of the fee, leaving Ms [redacted] responsible for a charge of approximately $ If Ms [redacted] chooses to disconnect her account, she will be responsible for returning ViaSat's modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a free return shipping label will be delivered to her home address within a week after her disconnection, and will include return instructions If Ms [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT accept this response as satisfactoryI was completely misled by the sales personThe only reason I accepted the GB was it was my ONLY optionI was told there would be a trial period, just as others were toldYou say that the data usage went towards online backups, file transfers, browser downloads, email, audio/video chat skpye, facebook, netflix, etcThe only thing we used was email and facebookWe didn't use videos, skype or anything else that would have caused this I am on a fixed income and refuse to pay $172.50!! This is not a resolution!!! I have NOT used any data as I continue to keep everything turned off and feel like I can't use the internet at allI am afraid to be online at all anymoreI was told by your sales person and your installer that I would have more then enough data for what I neededI was also told of a trial periodBoth of these were liesI am not happy at allOn the very few occasions that I do get online, the connection is so slowI've never had such horrible service and will continue to share about this with others Final Business Response / [redacted] (4000, 15, 2015/07/08) */ Thank you for bringing Ms [redacted] 's rebuttal to our attention We apologize that the speed of the service has not met Ms [redacted] 's needsOur review of her account, however, shows that she has never contacted ViaSat to advise that she has been experiencing any issue with the speed of her service outside of her service being slowed pursuant to ViaSat's Data Allowance PolicyThusly, ViaSat has never been given the opportunity to look into or resolve her concernsAll of her calls to ViaSat have been in regards to her data allowance As previously stated and as no opportunity has been presented to ViaSat to resolve Ms [redacted] 's issues, ViaSat does not agree to waive her early termination fees in fullHowever, ViaSat still agrees to waive half off the charge if she chooses to move forward with the termination of her service If Ms [redacted] would like to move forward with the termination of her service, she [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX This will be ViaSat's final response to this matterThank you for the opportunity to respond Final Consumer Response / [redacted] (4200, 17, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your response to our extremely slow connection is such a generic responseI might be able to accept that it [redacted] vary, but that is not the case for usIt is ALWAYS badYou can try to blame it on my computer, router or whatever excuse you want to use, but I have NEVER experienced such horrible speeds for internetI do NOT accept your waiving of half the early termination feesThat is ludicrousWhy should I have to pay any fee to have such horrible connection??? I have done a lot of research and read all of the thousands of bad reviews of your companyI am not alone with my complaintsI will continue to fight this, and will continue to get on to other sites to spread the word of this terrible serviceThe ONLY response that I will find acceptable is to have this contract terminated without any further fees

Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] purchased Viasat’s Liberty + Free Zone 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 Ms [redacted] at the point of sale.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 installation.The Customer Agreement signed by Ms [redacted] on April 13, states that monthly service and lease fees are payable in advance.? Customers are also made aware of this at the time of the sale.? ? The Customer Agreement, also available at exede.com/legal, commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term.? Customers are advised of this commitment at the time of sale and are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term.Ms [redacted] daughter contacted Viasat on April 17, to state that they thought they were receiving ***’s service, but instead were receiving Viasat’s servicesA request to disconnect the account was made, due to misinformation they stated was provided at the point of saleDuring this call, the connection of the call dropped.? Ms [redacted] contacted Viasat again on the same day to again request a disconnection of her servicesMs [redacted] requested a waiver of her early termination fees due to the misinformation she had received at the point of saleA Viasat representative offered to place a complaint with Ms [redacted] dealer, which Ms [redacted] declinedDisconnection disclosures were read, including information about early termination fees, and the disconnection was successfully processed that same dayMs [redacted] requested to speak to a supervisory Viasat representativeAt the time, none were available, and the Viasat representative submitted a request for Ms [redacted] to receive a call back.On April 22, 2018, a Viasat supervisory representative contacted Ms [redacted] to discuss her account as requestedThe representative confirmed that there was nothing wrong with Ms [redacted] service except for the fact that it was not with the company that she had believed she was ordering service fromMs [redacted] stated that she had also been misinformed about her plan price, and stated that she had been promised a $bill for the first three months and $for the remaining months after thatThe Viasat representative confirmed that those prices were correct in regards to promotional discounts that Ms [redacted] was receiving for her serviceMs [redacted] requested that her early termination fees be waived, and the Viasat representative offered to waive half of the fees as an offer of goodwillMs [redacted] declined the offer, and the call was disconnected.On April 30, 2018, Viasat’s systems received a dispute from Ms [redacted] bank in the amount of $44.61, equal to the amount of Ms [redacted] first monthly bill for services renderedThe dispute was reviewed and determined to be valid, and the funds were returned to Ms [redacted] payment method on file.? On May 16, 2018, Ms [redacted] second bill generated in the amount of $for early termination of her Viasat contractDue to a failed payment, Viasat has been unable to take payment for the amount due, leaving it as a past due balance on Ms [redacted] account.In resolution to this complaint, Viasat will agree to waive the past due balance of early termination fees in the amount of $344.03, applied as of June 4, 2018.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.? Thank you for the opportunity to respond.?

Thank you for bringing Ms [redacted] complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat ViaSat does not recommend the use of Virtual Private Networks (VPN) applications with ViaSat’s serviceSection of the Customer Agreement, signed Nancy Soltow, authorized signer, on March 4, 2016, clearly states, “VPN applications may not perform or may perform poorly and are not recommended.” The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer AgreementPursuant 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 Ms [redacted] was receiving ViaSat’s Liberty 18GB at $a month, plus applicable taxes and a $monthly equipment lease feeBecause Ms [redacted] ordered this service plan under a promotional offering, she was receiving 36GB of priority data per month for the first three months, after which it would revert to the advertised 18GB of dataIt also came with a promotion of $off the bill per month for three monthsThe Liberty service provides download speeds up to 25Mbps, upload speeds up to 3Mbps, and a Liberty Pass, which offers customers download speeds up to 1-Mbps once they have exceeded their monthly priority data Our records show Ms [redacted] called ViaSat on March 7, because she had exceeded her monthly priority data and had been slowedAt this time, she advised the ViaSat representative that she did not believe the service would meet her needs as she needed the internet for workThe ViaSat representative provided Ms [redacted] with information regarding ViaSat’s Liberty service plans, including the promotions she was receivingMs [redacted] advised that she’d been unaware of the promotional discount, and expressed interest in disconnectingWhen the ViaSat representative reminded Ms [redacted] of the signed Customer Agreement and the early termination fees, Ms [redacted] requested a supervisorHowever, instead of being transferred to a supervisor, Ms [redacted] was transferred to a representative in ViaSat’s Technical Escalations departmentWe apologize for any frustration this may have caused her to experience During her call with the Technical Escalations representative, Ms [redacted] advised that she was experiencing slow speeds, and that the service was not meeting her needsWhen asked what she used the service for, she explained that she needed it for VPN, at which time it was explained to her that the use of VPN clients on ViaSat’s network was not guaranteedThe call ended shortly after Ms [redacted] called back a second time on March 7, requesting the disconnection of her account with the early termination fees waivedThe ViaSat representative escalated Ms [redacted] account to a supervisor for review and a call back regarding the early termination fees, and Ms [redacted] account remained activeWe apologize if Ms [redacted] was not contacted by a supervisor On March 12, 2016, Ms [redacted] called in about using a VPN client on ViaSat’s networkAt this time, it was reiterated to her that ViaSat did not guarantee or recommend the use of VPNsOn March 16, 2016, Ms [redacted] called ViaSat to disconnect her account, at which time she was reminded of her signed Customer Agreement and early termination feesHowever, based on her issues, a ViaSat supervisor approved a waiver of the early termination feesThese fees were waived from Ms [redacted] account later the same day after her disconnection We apologize for any frustration Ms [redacted] may have experienced We feel the resolution previously agreed to and the actions taken by ViaSat adequately address Ms [redacted] complaintMs [redacted] is responsible for returning ViaSat’s modem and transceiver within days after her disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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 return Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] 's complaint to our attentionWe apologize for any frustration she may have experienced with ViaSat's Data Allowance Policy The Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed in the Customer Agreement, signed by Mr [redacted] , authorized signer, on August 12, and also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage The Data Allowance Policy associated with Ms [redacted] 's service plan is based on 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 download and upload usage thresholdsSince being installed on August 12, 2010, Ms [redacted] has been in violation of the Data Allowance Policy seven times ViaSat received a call from Ms [redacted] on September 20, 2015, at which time she requested to have information regarding her data usage mailed to her for her reviewDuring this conversation, Ms [redacted] was correctly advised that ViaSat provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.net, but could not provide her with a detailed usage historyWe apologize for any frustration this may have caused Ms [redacted] to experience When ViaSat's [redacted] customers use their entire monthly usage and are slowed, pursuant to the Data Allowance Policy, ViaSat offers customers the opportunity to upgrade their serviceMs [redacted] is not required to upgrade to ViaSat's Exede Internet service if she does not wish toWe apologize if Ms [redacted] felt ViaSat was insisting on an upgrade Unfortunately, ViaSat is unable to provide Ms [redacted] with the detailed records she's requestWe apologize for any inconvenience this may cause her to experienceIn order to come to a resolution regarding this complaint, ViaSat has processed a courtesy one-time restriction removal on her account as of December 22, This will lower her usage to 70% and restore her speeds to normalIf Ms [redacted] continues to experience issues with her usage we advise her to look into the programs that are running in the background, whether her router is secure, and to check her day to day activityWe also recommend that she ensure her anti-virus software is up-to-date and scanning on a regular basis, as viruses can often cause spikes in usage Regarding her connectivity issues, ViaSat has not been made aware of any concerns she may have hadIf she requires troubleshooting, she may contact ViaSat's 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond Complaint Response Date bumped because: Holiday

Thank you for bringing Ms [redacted] /***'s complaint to ViaSat's attentionWe apologize for any inconvenience this may have causedMs [redacted] / [redacted] called to disconnect the account on December 7, and at that time the agent that Ms [redacted] / [redacted] spoke with requested a refund of $which was rejected due to numerous reasonsMs [redacted] / [redacted] never made a payment of $to the account and the previous payments failed on the accountViaSat's last payment collected prior to December 24, was on November 6, for $which was a valid charge at the timeViaSat has multiple failed payments to the account under Ms [redacted] /***'s nameViaSat did collect a valid charge of $on December 24, to bring the account balance to $for the failed payments on the accountViaSat does not issue refunds for unused services on the accountIn order to arrive at a resolution at this time ViaSat will issue a onetime refund of $back to Ms [redacted] / [redacted] but no further refunds will be issued as all charges were/are validMs [redacted] / [redacted] will see the refund of $back to her payment method within 3-business daysThank you for allowing ViaSat 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 ? Thank you for resolving this issueIt has been a long, drawn out issue that I'm glad to see come to a closeAs stated before, if I was ever at fault, I would've done my part to make it rightBut I couldn't ever find the evidence to prove I was at faultI appreciate Viasat coming to an agreement to remove the charges as well as my account, and is now going to work things out directly with my institutionIt is definitely a weight liftedIf my Bank is at fault, I hope it gets addressed and made right Sincerely, [redacted] ?

Thank you for bringing [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy data usage by a small number of customers does not negatively impact the network performance of all customersCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement signed by [redacted] on June 27, 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 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 areaCustomers are also advised that use of multiple devices with our service may result in slower speedsViaSat does not recommend the use of VPN applications with ViaSat’s serviceCustomers are informed at the time of sale that ViaSat’s service may not work well with VPN applicationsIn addition, Section of the Customer Agreement signed by [redacted] on June 27, 2016, clearly states, “Virtual private networks and remote computer access may be very slow with the Internet ServiceSome virtual private networks may not work at all.” In order to arrive at a resolution ViaSat is willing to let [redacted] out of the contract with no early termination fees; however, there will be no refunds issued as the service was being used [redacted] can contact customer care at ###-###-#### when he is ready to disconnect the account and reference ticket number [redacted] and have the disclosures read to himThank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedAt the time of sale customers are made aware of ViaSat’s 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 June 18, and available at [redacted] We apologize if Mr [redacted] feels these points were not communicated to his satisfactionViaSat understands that Mr [redacted] had the account disconnected so in order to arrive at a resolution ViaSat has issued a refund of $back to the payment method today August 29, Mr [redacted] will need to allow 3-business days for the refund to show upMr [redacted] will also want to make sure the equipment is returned in order to avoid any future charges to the accountThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Mr [redacted] complaint to our attention Mr [redacted] is currently receiving Viasat’s Unlimited Data Bronze service plan at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare feeThe 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 Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on November 14, and available at exede.com/legal, that speeds may vary and are not guaranteed Mr [redacted] has contacted Viasat numerous times between November 14, and January 29, regarding his speed concernsDuring this timeframe, Mr [redacted] was guided through troubleshooting and informed of network congestion in his area numerous timesOn January 10, 2018, Mr [redacted] was offered and accepted a goodwill credit of $A service call was ordered for him on January 29, and scheduled for completion today, January 31, Our review of Mr [redacted] modem diagnostics shows that he is located in an area with high network congestion, which may cause him to experience slower speedsDuring "peak periods,” subscribers may experience slower download speeds depending on the congestion of the networkViasat tends to have more customers utilizing the network during peak timesPeak periods are typically 5:PM to 2:AM, local time, but may vary depending on the area As a gesture of goodwill, Viasat has applied a discount of $off Mr [redacted] bill per month for the next three months 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 Sincerely, [redacted] thank you very much

Complaint: [redacted] I am rejecting this response because: I don't agree with the business resolution, I would like a full refundI never received the service that I requestedI was surprised with a service charge for a full monthThis experience has caused a huge inconvenience during my personal time and while at work as wellHow can I be charged for something I didn't receive? I also never signed anywhere Sincerely, [redacted]

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused The Customer Agreement provided to each new subscriber, signed by Ms [redacted] on October 15, 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 termSince installation, Ms [redacted] has contacted ViaSat eight times regarding the connectivity of her ViaSat servicesDuring her conversations with the ViaSat representatives, Ms [redacted] was advised that the connectivity issues were directly related to the breach in the Data Allowance PolicyCustomers 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 AgreementPursuant 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 most common causes for high usage are typically downloading or streaming media content (e.gonline videos, music, and internet radio), downloading full-length movies, and downloading or uploading large filesMs [redacted] contacted ViaSat on March 23, to request the disconnection of her ViaSat accountDuring her conversation she was advised of the disconnection disclosures including; the leased equipment return policy and early termination fees ViaSat is unwilling to refund Ms [redacted] early termination fees in full.? However, ViaSat agrees to refund half of the early termination fees as she has returned the leased ViaSat’s equipment.? ViaSat will issue a refund of $to the payment method on fileMs [redacted] should receive this refund within three to five business days from today, April 27, Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attention.The Customer Agreement provided to each new customer, and signed by Ms [redacted] on March 13, and also available at [redacted] , 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.Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and software Because of these many variables, Viasat cannot guarantee any particular speed to you Viasat discloses at the point of sale and in its Customer Agreement that speeds may vary and are not guaranteed.Our records show MS [redacted] 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 Ms [redacted] at the point of sale.Ms [redacted] contacted Viasat on March 13, in regards to her recently installed serviceShe stated that her installer said her modem had no wireless internet available, though the person Ms [redacted] had bought service through had stated there would beA Viasat representative advised her that due to the modem and plan she was on, Ms [redacted] was not eligibile for a wireless internet packageThe representative also offered to troubleshoot Ms [redacted] ’s services, as she was having difficulty with a third-party connectorMs [redacted] declined and ended the callOn March 14, 2018, Ms [redacted] contacted Viasat multiple times in regards to her speedsShe stated that she was having problems streaming videoA Viasat representative advised her that her plan was best for streaming on smaller screensShe was advised that there was a backorder on wireless modems, and Ms [redacted] requested a disconnection of her servicesSince Viasat policy does not allow disconnection via chat feature, the Viasat representative assisting her offered to contact Ms [redacted] , which she declinedMs [redacted] contacted Viasat on March 15, in order to request a disconnection of her services due to slow speedsA Viasat representative advised her that there was a known issue with the satellite beam she was under, and offered a chance to resolve the issueMs [redacted] declined, and proceeded with the disconnection of her serviceShe requested a waiver of her early termination fees due to misinformation at point of saleThe representative advised her that they would put in a request for the waiver, but it was not guaranteedThe request was submitted the same day.On March 16, 2018, the waiver of Ms [redacted] ’s early termination fees was approved, however due to Ms [redacted] ’s bill cycle date falling on the same day, the request was not processed in timeMs [redacted] ’s account was charged $in error for early termination feesWe apologize for any inconvenience this may have caused Ms [redacted] .In resolution to this complaint, Viasat has processed a refund of the $charged to the payment method on file for Ms [redacted] These funds should be seen in the next three to five business daysMs [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer Agreement A UPS box with a prepaid return shipping label will be delivered to her home address within a week after her disconnection, and it will include return instructions.If Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at ###-###-####.Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’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 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 February 27, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] choose to have her account disconnected as the service was not meeting her needs or expectationsAt the time of disconnection ViaSat agreed to waive the early termination feesViaSat placed a waiver on Ms [redacted] ’s accountOn April 28, Ms [redacted] received a bill in the amount of $This charge was for non-returned equipment not the early termination feesIn order to arrive at a resolution ViaSat has adjusted off the balance of $leaving Ms [redacted] with a $balanceThank you for the opportunity to respond

Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] did make contact with ViaSat's customer service department on August 24, to request a service call be scheduled for removal of the leased equipmentDuring his conversation with ViaSat's representative, Mr [redacted] was advised that an order would be submitted and subsequently scheduled On October 24, Mr [redacted] contacted ViaSat's customer service department to ask questions about the lease equipment service call and the charge of $for failure to returnMr [redacted] informed the ViaSat representative that the technician that came to his location did not have a ladder that was tall enough to reach Mr [redacted] 's roof to obtain access to his dish ViaSat understands Mr [redacted] 's position that he is unable to return the leased transceiver due to the technician lacking the ladder tall enough to reach his roofHowever, ViaSat affirms that Mr [redacted] is still responsible to return the leased modem and Ethernet cordViaSat will agree to refund the charge for failure to return the lease equipment of $300.00; however, Mr [redacted] is responsible for returning the leased modem and Ethernet The refund of $will be issued to the payment method on file and should be received within three to five business days If Mr [redacted] needs additional labels and boxes to be sent to his location, please have him contact ViaSat's customer service department at ###-###-#### 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 confusion or frustration this situation may have caused At the time of sale, customers are informed speeds are not guaranteed and may varyThis point is also addressed in the Customer Agreement, signed by Mr [redacted] on November 14, and available at [redacted] 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 router, and day-to-day activityOn November 14, 2016, Mr [redacted] contacted ViaSat to discuss the speeds of his servicesDuring his conversation with the representative, Mr [redacted] was advised that he was receiving speeds within the advertised range, over download Mr [redacted] contacted ViaSat on November 18, 2016, to discuss the billing of his ViaSat servicesDuring this conversation, and as a gesture of good faith, ViaSat agreed to issue a goodwill credit of $off his bill for twelve monthsMr [redacted] accepted this offer and his account remained active On December 6, 2016, Mr [redacted] contacted ViaSat to request the disconnection of his ViaSat account due to the Data Allowance limitationsThe Data Allowance Policy is meant to ensure all customers have equitable access to the network and that heavy usage by a small number of customers does not negatively impact the network performance of all customers 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 workThe ViaSat representative advised Mr [redacted] of the applicable early termination fees should he wish to move forward with the disconnection of his ViaSat accountPer his request, Mr [redacted] ’s ViaSat account was disconnectedThe Customer Agreement signed by Mr [redacted] ’s 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. ViaSat has not attempted to collect the early termination fees payment of approximately $In order to bring this complaint to resolution, and as a gesture of good faith, ViaSat will agree to waive the early termination fees of approximately $However, Mr [redacted] will be 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 [redacted] box with a prepaid return shipping label will be delivered to his home address within a week after his disconnection, and will include return instructionsIf Mr [redacted] has any additional questions or concerns, he may contact ViaSat’s 24-Hour Customer Service Department at ###-###-#### We apologize for any misunderstanding or frustration Mr [redacted] may have experiencedThank you for the opportunity to respond