ViaSat

Thank you for bringing Ms [redacted] complaint to our attentionThe Customer Agreement signed by Ms [redacted] on June 12, 2015, states that monthly service and lease fees are payable in advance Customers are also made aware of this at the time of the sale On October 31, 2016, Ms [redacted] contacted Viasat to request a disconnection of her services since she was movingThe Viasat representative assisting her offered Ms [redacted] an opportunity to retain her services and move them, which Ms [redacted] acceptedHer plan was placed into Viasat’s Hibernation plan, which allows customers to temporarily and voluntarily suspend their services due to vacation or other circumstancesThis plan can only be applied to an account for a total of days, and if an account is not transitioned away from the vacation plan after that time limit, the account is transitioned to the lowest service plan availableThis was completed for Ms [redacted] account on May 5, as Viasat had received no contact from Ms [redacted] .On January 16, 2018, Ms [redacted] contacted Viasat to request a disconnection of her services, and requested a refund of the amount of $that had billed that day for servicesMs [redacted] account was successfully disconnected, however her request for a refund was incorrectly deniedIn order to bring this complaint to resolution, Viasat has processed a refund of the $that billed on January 16, This refund was processed on February 2, 2018, and Ms [redacted] should see the funds returned within 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 [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] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-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 causedOur records show that Mr [redacted] is receiving ViaSat’s Liberty GB service plan at $a month, plus applicable taxes and a $monthly equipment lease fee Mr [redacted] ’s Exede Liberty service plan provides GB of monthly Priority Data allowance for use at regular speeds of up to Mbps download and Mbps uploadsPursuant 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 resetsWhen the network is busy, customers in Liberty Pass will receive significantly slower speeds which may greatly impair their ability to use the internetCustomers are told this information at the time of sale and it is incorporated into the Customer Agreement signed by Mr [redacted] on February 29, 2016.? ViaSat does not offer an unlimited service planThe most common causes for high data 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 (e.gviewing pictures on [redacted] or through [redacted] )Customers 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 so.? Our review of Mr [redacted] ’s account as of April 5, shows that Mr [redacted] has used GB of the availableHis usage is set to reset on May 1, Mr [redacted] ’s previous bill cycle shows that GB of the available were usedMost of Mr [redacted] ’s usage is coming from httpsViaSat has researched this issue and had their Network Operations team look into this and they were unable to detect any issuesViaSat is not showing any usage issues as different sources are showing the same data Mr [redacted] will want to do some research on his sideFor example last month GB of download and GB of upload were consumedWeb Browsing was GB’s and which were HTTPS sitesThe next biggest usage type is storage at GB’sIf Mr [redacted] is using this service for VPN purposes, ViaSat does not recommend the service for VPN usageMr [redacted] should check the browser history and download files as he would have better visibility than ViaSat does to the HTTPS sites as to where the data is goingThe dates Mr [redacted] would want to start with are 4/4, 3/10, 3/ViaSat is showing the following devices connected: [redacted] computer [redacted] smartphonesAnd one unknown device.? ViaSat does not agree to issue back any refund for the services that were used and no extra data will be providedIf Mr [redacted] feels that the service is not going to meet his needs or expectations ViaSat is willing to let Mr [redacted] out of the contract with no early termination feesShould Mr [redacted] wish to disconnect the account he can contact Customer Care at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because:Viasat has charged my credit card an additional $88, with their customer service department providing no valid reason for the charge Clearly, Viasat cannot be trusted to not apply additional charges on customer accounts I will not accept anyone proposal without written confirmation through the Revdex.com that this money will be refunded and no additional charges will take place Viasat has acted untruthfully and continue to find ways to scam their customers out of additional money I have documentation verifying the landlord's stipulations against having a satellite dish installed, however, I have no faith that Viasat will hold up their end based on my experience and other complaints posted here Sincerely, [redacted]

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedMr[redacted] contacted ViaSat on May 2, to discuss the connectivity of his ViaSat servicesDuring his conversation with the ViaSat representative, Mr [redacted] was advised that his service issues were directly related to weather in the area, but that his antenna needed realignmentAs a gesture of good faith, the ViaSat representative issued a goodwill credit of $to Mr [redacted] account for one month of free servicesOn May 5, 2016, ViaSat’s Home Service technician went to his location to remedy the problem; however, Mr [redacted] was not homeDue to this, the technician left as they are unable to access a customer’s home unless they are thereThis same day, Mr [redacted] called ViaSat to request the cancellation of the service call and disconnection of his account as he was unhappy that the ViaSat technician did not wait at his homeWhen Mr [redacted] was informed of the Early Termination Fees he requested that the services remain active and requested to have another service call issuedHowever, as Mr [redacted] was informed of the $service call he requested to move forward with the disconnection of his ViaSat accountViaSat does not agree to refund the charges collected on May 3, as Mr [redacted] requested to disconnect his accountThe Customer Agreement, signed by Mr [redacted] on December 19, and available at exede.com/legal, states that ViaSat will not provide customers with a prorated refund for any prepaid fees regardless of when the service is terminatedCustomers are reminded of this when they elect to disconnect their serviceIn order to resolve the complaint at hand, ViaSat is unwilling to waive Mr [redacted] Early Termination Fees in their entirety; however, ViaSat does agree to waive half of the approximate $285.00, not including taxesMr [redacted] will be responsible for approximately $Additionally, at the time of disconnection, all customers are required to only return their ViaSat modem and transceiver, per the Customer Agreement available for viewing at exede.com/legalOutside of the modem and transceiver, the customer owns all other equipment and is responsible for its removalAny service call request for the removal of the dish is associated with a chargeable fee for the technician to remove and dispose of the dishIf Mr [redacted] would like to have a technician home to his home to remove and dispose of the dish, please have him contact ViaSat’s 24-Hour Customer Service Department at 1- 855-463-Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion surrounding the current plans available in his areaMr [redacted] contacted ViaSat’s customer service department on March 10, to discuss the availability of the promotional offer listed on Exede.comDuring his conversation with the ViaSat representative, Mr [redacted] was advised that this promotional offer is only available in select locations and his location is not one of themMr [redacted] disputed this information and requested that his issue be escalated to our corporate officesOn March 10, 2016, Mr [redacted] spoke with a corporate representative of ViaSat who informed him that this promotional offer although available in select areas is not available in hisHowever, as a gesture of good faith, the ViaSat representative credited his account $off for monthsMr [redacted] accepted this offerThe availability of all ViaSat’s Exede service plans varies by regionCurrently, ViaSat’s Liberty promotional plan is only available in specific areas and to new customers onlyThere is no defined timeline for when this promotional plan will be available in additional areasMr [redacted] was advised of this by a ViaSat representative during a conversation on March 10, Please note, upon the expiration of a promotional period, the plan price will increase to the standard non-promotional priceGiven this information; ViaSat does not feel that any additional action is requiredViaSat bases promotions on availability in specific areas and is not available at all times to new customersWe apologize that this offer was not available to Mr [redacted] at the time of activationThank you for the opportunity to respond

ViaSat’s previous response outlined the information as provided to customers at the time of sale, within the Customer Agreement, and during calls into ViaSat’s Customer Service DepartmentAdditionally, on June 10, 2016, [redacted] did use GB of her GB plan which caused the slow speedsAgain, ViaSat stands behind our previous offer to waive half of the early termination fees and refund the activation fee of $If [redacted] chooses to move forward with the disconnection, she will be responsible for approximately $172.50, not including taxesIf she would like to disconnect her ViaSat account, she may ViaSat’s 24-hour Customer Service department at [redacted] and reference ticket [redacted] Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/28) */ Thank you for bringing Ms***'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 saleOur Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] ***, the account holder, on June 27, (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 workThe 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 Ms [redacted] ordered the ViaSat service on June 17, through [redacted] an authorized seller of ViaSat's service, at which time she elected the Exede GB service planThis service plan offers a GB monthly data allowance at $a month, plus applicable taxes and a $monthly equipment lease feeCustomers 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 soMs [redacted] has purchased a total of GB of additional data since being installed on June 27, Starting in April 2015, ViaSat lowered the price of additional data in Ms***'s area from $to $per GB Alternatively, 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 On July 7, 2014, Ms [redacted] contacted ViaSat with questions about her data usageDuring this conversation, Ms [redacted] advised the ViaSat representative that she streamed [redacted] and [redacted] through the internetThe ViaSat representative advised Ms [redacted] that streaming would consume a high amount of her data usage, and educated her on the other service plans in her areaMs [redacted] elected to transition her account from the Exede GB service plan to the Exede GB service plan at $a month, plus applicable taxes and the monthly equipment lease feeMs [redacted] contacted ViaSat via email on August 2, 2014, at which time her account was transitioned to ViaSat's Exede GB service plan ($a month), per her request ViaSat had no further contact from Ms [redacted] regarding her data until December 19, when she wanted to purchase additional data, but was unable to access ViaSat's account management siteAt this time, the ViaSat representative advised her that the website was down for maintenance, and educated her that ViaSat was offering GB of free additional data to customers per month for six months under a promotion ViaSat was running at the timeMs [redacted] elected to have GB of free additional data applied to her account at this time Ms [redacted] next contacted ViaSat regarding her data on March 27, During this conversation, the ViaSat representative reminded Ms [redacted] of the Data Allowance Policy and her service plan, and advised that her data had gone towards media (e.g., [redacted] etc.), web browsing, marketplaces (e.g., [redacted] etc.), social networking, communications (e.g., instant messaging, audio/video chat, etc.), and file sharingThe ViaSat representative also explained how Ms [redacted] could change the video quality on [redacted] and [redacted] to save data, and provided her with GB of free additional data as a gesture of good will On August 26, 2015, Ms [redacted] contacted ViaSat to disconnect her account, advising that she'd opted to go with another service providerAt this time, Ms [redacted] was reminded of the signed Customer Agreement on the account and the applicable early termination fees before processing her request The Customer Agreement 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 term ViaSat does not agree to waive any portion of Ms***'s early termination feesMs [redacted] has been actively using the service for a year with an active understanding of ViaSat's Data Allowance Policy Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.The Customer Agreement signed by Ms [redacted] on July 10, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Ms [redacted] contacted Viasat on behalf of Ms [redacted] on October 11, in order to request a disconnection of her Viasat servicesMs***’ bill had generated on September 12, 2017, and due to nonpayment, the balance of $has remained on her account as a past due balanceMs [redacted] request to disconnect the services was successfully processed, however the balance remained unpaidAs such, after several attempts to collect the balance due, the amount was written off to Viasat’s collections agencies on November 27, 2017. On January 12, 2018, Viasat received a payment for the amount of $60.58, and on the same day, Ms***’ account was removed from collections. Viasat did not report Ms***’ account to any credit agencies.Ms [redacted] no longer has a balance due to Viasat, therefore, Viasat believes all appropriate action has been takenIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond.

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ Thank you for bringing Ms [redacted] complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] 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 if the account is disconnected prior to the month agreementEach of these points are also addressed in the signed customer agreement by Ms [redacted] on June 9, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionMs [redacted] was charged on June 12, for the early termination feesThese fees are valid and will remain valid on the account per the signed customer agreementMs [redacted] will want to make sure she uses the prepaid shipping label and box that ViaSat sends to return the equipment to avoid any future non returned equipment chargesThank you for allowing ViaSat 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 understand everything that was stated aboveBut I go back to my original statement, the company All Your Media Needs out of [redacted] , [redacted] told me I could cancel before June 12th and not be chargedI cancelled June 11thAfter I read the emails sent to me by ViaSat, I again called the [redacted] company and asked if I could cancel and not be charged if I was not satisfied with the serviceChrissy assured me I would not have to pay if I canceled before June 12thTherefore, I believe the charge should be paid by All Your Media Needs and not by me if this is ViaSat's policyThank you Final Business Response / [redacted] (4000, 17, 2015/07/23) */ Thank you for bringing MsWither's response to ViaSat's attentionViaSat has reached out to All Your Media Needs today July 23, and left a voicemail message for ChrissyOnce ViaSat receives a message back from [redacted] we will follow up with a response for Ms [redacted] Should ViaSat not hear back from Chrissy within one week from today's date ViaSat will contact MsWither's through the Revdex.com siteThank you for allowing ViaSat the opportunity to respond Final Consumer Response / [redacted] (4200, 19, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you so much for reaching out to All Your Media NeedsI am continuing to reach out to them daily as wellI leave a message every day, but so far, to no availThank you again for doing thisI am praying you get them to do something since they are totally ignoring meAgain, thank you so much!!!

Thank you for bringing Ms [redacted] ’ complaint to our attention.The Customer Agreement signed by Ms [redacted] on October 08, states that monthly service and lease fees are payable in advance. Customers are also made aware of this at the time of the sale. Pursuant to the Customer Agreement, also available at exede.com/legal, customers are given the opportunity to terminate service by giving Viasat written or telephone notice. The Customer Agreement states that Viasat does not accept notice of termination via emailThe Customer Agreement also states that while a customer may cancel their account at any time, monthly fees will cease to apply only for any months after the billing month in which a customer cancelsFor this reason, Viasat encourages its customers to cancel prior to their bill cycle date, as Viasat does not provide a pro-rated refund for any prepaid fees regardless of the service was terminated.On May 12, 2018, Ms [redacted] ’ bill generated in the amount of $for monthly fees billed in advanceDue to a failed payment, Viasat was unable to collect the amount, and it remains as a past due balance on Ms [redacted] ’ account. On the same day, Ms [redacted] contacted Viasat to request to disconnect her servicesA Viasat representative read disconnection disclosures, including information about early termination fees in the approximate amount of $60, which Ms [redacted] agreed toThe disconnection was processed successfully that day.On June 12, 2018, Ms [redacted] ’ monthly billing generated in the amount of $for the past due balance and early termination feesDue to there being no valid payment method on file, Viasat was unable to collect the amount and it remains as a past due balance on Ms [redacted] ’ account.In resolution to this complaint, Viasat will agree to waive the $balance that had generated the day of Ms [redacted] ’ disconnection, leaving a balance due of $Viasat has processed this waiver on June 15, If Ms [redacted] would like to pay the balance that remains, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333. Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 4, 2015/08/17) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat's Data Allowance Policy 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] 's 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] , the account holder, on June 1, (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 usageWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageWhile Mr [redacted] can engage in the activities described in his plan usage details (e.g., streaming videos and music, web browsing, playing games, etc.), his activities are limited by the monthly data allowance of the plan he has purchased, pursuant to the Data Allowance Policy as described aboveThe 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 Ms [redacted] is receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan provides customers with a GB monthly data allowanceViaSat 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 Our records show Mr [redacted] contacted ViaSat on August 12, because he felt he had been misinformed at the point of sale regarding the Data Allowance PolicyDuring this conversation, the ViaSat representative explained to Mr [redacted] that using sites like YouTube and Facebook would count towards his usage because data was being transmitted or downloadedMr [redacted] purchased GB of additional data at this time On August 15, 2015, Mr [redacted] exceeded his available data usage; subsequently, his speeds were slowed, pursuant to the Data Allowance PolicyOur review of the account shows that the majority of his data usage went towards system updates, web browsing, and media (e.g., Netflix, YouTube, Spotify, etc.) ViaSat does not agree to waive Mr [redacted] 's early termination fees of approximately $in full if he chooses to move forward with the disconnection of his serviceHowever, in order to come to a resolution regarding this complaint, ViaSat will agree to waive half of the early termination fees, leaving Mr [redacted] responsible for an approximate charge of $ If Mr [redacted] would like to move forward with the disconnection of his account, he [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, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told By a [redacted] in the corporate office that she would call me to let me know if the whole fee can be waivedNEVER received a call backI want nothing to do with this service anymore so Go ahead and cancel meIll pay your [redacted] cancellation, Just know I am NOT happy and that this is the WORST company I have EVER dealt with Final Business Response / [redacted] (4000, 9, 2015/08/28) */ Thank you for bringing Mr [redacted] 's rebuttal to our attention ViaSat will disconnect Mr [redacted] 's account effective September 11, 2015, at which time half of his early termination fees will be waivedIf Mr [redacted] is charged any monthly service fees prior to this date, ViaSat will ensure that they are waived or refunded to his payment method Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/08/27) */ 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 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 July 21, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfactionPer the signed customer agreement ViaSat is authorized to charge the payment method on file for the early termination feesViaSat does not have a payment plan for the early termination feesIn order to arrive at a resolution ViaSat has waived off the charge of $for the early termination feeThank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: I called Excede (via sat) and they checked and my modem is completely down and not getting any signalI had to add a care plan and pay more to get them to schedule a time to fix this They may have slowed it down at some point but the lights on modem are not correct and over the phone their customer service told me I was completely downI don't feel I should have to pay extra for them to fix their equipment that was made clear to me it was their equipment If I'm being held to my two year contract then they should have to fix the equipment so they can offer me the service they promised free of charge I could see if it was my equipment, but it belongs to them Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 4, 2015/12/15) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any frustration he may have experienced Mr [redacted] is currently receiving ViaSat's Exede GB service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThis service plan offers customers a GB monthly data allowance, download speeds up to Mbps, and upload speeds up to Mbps The Customer Agreement, signed by Mr [redacted] on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedDue 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 the Exede networkViaSat tends to have more customers utilizing the network during peak timesPeak periods are typically 8:PM to 12:AM, local time, but may vary depending on the area Our records show Mr [redacted] called ViaSAt on June 13, because he was experiencing an issue with his speeds, at which time he was advised that congestion in his area was impacting his servicesViaSat received another call from Mr [redacted] on June 30, regarding his speedsDuring this conversation, Mr [redacted] was advised that he had exceeded his usage; however, as Mr [redacted] was unable to browse whatsoever, a free service call was provided to himOn July 2, 2015, Mr [redacted] was provided with 1GB of free additional data for his speed and connectivity concernsViaSat's technician went out to Mr [redacted] 's home on July 5, 2015, at which time no issues were found ViaSat was not made aware of any further speed issues Mr [redacted] may have experienced until November 18, 2015, when he called to disconnect his accountAt this time, the ViaSat representative offered Mr [redacted] a free month of service if he would keep his account, and suggested he call in for advanced troubleshooting with ViaSat's Technical Escalations DepartmentMr [redacted] agreed, and a credit of $was applied to his account Mr [redacted] called ViaSat back on November 19, regarding his speed and connectivity issues, at which time a service call was orderedViaSat's technician went out to Mr [redacted] 's home on November 23, 2015; once again, no issues were found with the ViaSat equipmentViaSat received another call from Mr [redacted] on November 29, 2015, at which time he was guided through troubleshooting and advised that there was high congestion in his area If Mr [redacted] chooses to disconnect his account, ViaSat does not agree to waive his early termination fees in full; however, in order to resolve this issue, ViaSat will waive half of the feeMr [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 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 If Mr [redacted] would like to move forward with the disconnection of his account, he may do so by contacting ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you Initial Consumer Rebuttal / [redacted] (3000, 6, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a job during the day I use my computer mostly between and pmYou stated it, peak traffic is between and I should not have to pay for your service if it is useable during the time I need itIt is you're responsibility to provide proper band width , and you are not and have not since day oneThe last call I made to viasat was during the dayI was at work and a lady called me I missed the call the voice message said to call about my problem so I didIt was about 10am when I called back the guy said I was getting 10mbpsI said "Fine Im at workI'm not using my internet right nowI told him that was the problemYou keep on with the traffic during the time I use the internet like I'm supposed to be ok with thatAt that conversation the guy transferred me to a supervisorThe supervisor put me on hold and never came back You should quit advertising Excede Super Fast Internet because it is not In you're response you only listed my calls when I got someone who tried to helpThe free time I got was when I had no internet, it was down completely We have had your Wild Blue at our house on lake Somerville for years my wife uses that for emails and facebook during the day no problemI'm not being unreasonable I want a refundand I want you to take down you're dishI am to old to climb on the roof Final Consumer Response / [redacted] (4200, 10, 2015/12/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will accept your offer with one exception instead of paying halfI will pay you dollars for your cut off expense And agree to the rest of terms you statedYou have someone take down the dish, provide me with prepaid shipping boxes, and let me out of my contractThank you for trying to work with me on this matter [redacted] Final Business Response / [redacted] (4000, 12, 2016/01/05) */ As stated in our previous replies, the Customer Agreement, signed by Mr [redacted] on June 1, and available at exede.com/legal, advises that the service speeds may vary and are not guaranteedOnce again, ViaSat will agree to waive up to half of Mr [redacted] 's early termination feesThe approximate early termination fees are $270.00, not including taxes; therefore, Mr [redacted] will be responsible for approximately $135.00, not including taxesIf Mr [redacted] requires assistance with returning his equipment he [redacted] contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXXViaSat is willing to order Mr [redacted] a free service call if he needs assistance Thank you!

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any frustration she may have experienced Ms [redacted] was receiving ViaSat’s Liberty GB + Complimentary 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 signed by Ms [redacted] on August 9, states that monthly service and lease fees are payable in advanceCustomers are also made aware of this at the time of the saleAt the time of sale, Ms [redacted] was transferred to an internal department at [redacted] to complete the sale of the satellite internet service [redacted] is an authorized reseller of ViaSat’s services [redacted] provided Ms [redacted] ’s credit card information when the order for her internet services was submitted to ViaSatWe apologize for any confusion regarding the sales process that Ms [redacted] may have experienced, and if this was not communicated to her satisfaction The Customer Agreement also 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] ’s account order was submitted on August 1, 2016, with her installation scheduled for August 6, On August 2, 2016, ViaSat collected a payment of $from Ms [redacted] for the standard installation feeOn August 5, 2016, ViaSat’s Home Service Provider (HSP) contacted Ms [redacted] to reschedule the appointment, but there was no answer and a message was leftThe HSP spoke to Ms [redacted] later that same night, at which time her appointment was rescheduled for August 9, ViaSat’s technician went out to Ms [redacted] ’s home on the appointment date; however, due to a technical issue, they were unable to provision Ms [redacted] ’s modem, and a field technician supervisor was sent to her location to finish the installation On August 12, 2016, ViaSat collected a payment of $from Ms [redacted] for her first month of service, plus prorated fees based on the date of her installationMs [redacted] called ViaSat the same day regarding the charge to her account, at which time she was advised that ViaSat billed a month in advanceThe ViaSat representative also reviewed the pricing of Ms [redacted] ’s service and advised her of the prorated feesMs [redacted] informed the ViaSat representative that she felt the price had been misquoted at the point of sale and inquired about disconnecting, at which time she was advised of the early termination feesMs [redacted] advised she would call back to disconnect ViaSat received a call from Mr [redacted] on August 17, regarding the account and the billingDuring this conversation, Mr [redacted] advised that he had been unaware of the priority data allowance and that ViaSat billed a month in advance at the point of saleAt this time, the ViaSat representative reviewed the billing and service plan pricing with Mr***When Mr [redacted] requested disconnection, he was reminded of the early termination fees and correctly advised that there was no grace period associated with ViaSat’s servicePer his request, Mr***’s call was transferred to a supervisor for further support During his conversation with the ViaSat supervisor, Mr [redacted] was once again that ViaSat did not provide a trial period, and that early termination fees would apply if he disconnectedThe account remained active at this time On August 31, 2016, ViaSat received a chargeback from Ms [redacted] ’s financial institution for the payment of $In response, ViaSat issued a refund for this amount; however, as it was considered a valid charge, it remained on her account as a balance dueHer payment method was also removed from ViaSat’s systems the same day On September 9, 2016, Ms [redacted] called to disconnect service, at which time she was reminded of the early termination feesMs [redacted] was also advised that ViaSat could stop the automatic billing, but also reminded that customers were required to have an active payment method on file, per the Customer AgreementThe ViaSat representative also offered Ms [redacted] a discount of $off her bill per month for months, and advised that she should also be receiving a bundle discount on her [redacted] billMs [redacted] declined the representative’s offer, and moved forward with the disconnection of her service ViaSat charged Ms [redacted] $on September 12, for her early termination fees ($344.00) plus the existing balance due ($80.40)As there was no payment method on file, however, no amount was collectedOn October 11, 2016, ViaSat was advised that Ms [redacted] ’s transceiver had not been returnedPer the Customer Agreement, on October 12, 2016, ViaSat charged her an additional in unreturned equipment fees, creating a total balance due of $ Ms [redacted] called in about the balance due on October 23, because she’d received notice in the mail about itAt this time, the ViaSat representative reviewed the charges and, per Ms [redacted] ’s request, escalated a request for her to be sent physical copies of her itemized billingThese were sent to her on November 1, On October 31, 2016, Ms [redacted] ’s account was sent to outside collections for further actions on the balance dueShe called back on November 2, to dispute the unreturned equipment feeAt this time, the ViaSat representative confirmed the transceiver had been returned, and escalated a request to have $waived from the collections balance As resolution to this complaint, ViaSat will agree to waive the balance due of $from collections in fullThis request has been escalated as of November 8, ViaSat did not report Ms [redacted] ’s account to any credit agencies Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedExede is a product of ViaSat and WildBlue was purchased by ViaSatViaSat is the companies nameAt the time of sale customers are made aware of ViaSat’s 24-month minimum service term commitment and the early termination fees should the account be disconnected prior to the monthsEach of these points are also addressed in the customer agreement signed by Mr [redacted] on October 7, and available at [redacted] ViaSat cannot activate services without a signed electronic customer agreement which is done at the time of installationViaSat has included a copy of the customer agreement with Mr [redacted] signature on itMr [redacted] had access to contacting ViaSat as he had previouslyMr [redacted] contacted ViaSat in November to update his payment method and again numerous times in to see about disconnecting the accountViaSat also requires a valid contact email be on file so the monthly statement can be emailed as ViaSat is a paperless companyViaSat has [redacted] as the contact email Mr [redacted] account went into a non-pay disconnection on February 16, and was charged the early termination fees of $Mr [redacted] failed to return the equipment which led to a charge of $for non-returned equipmentMr [redacted] final bill was for $which was not received in time and the account was sent to an outside collection agency on April 25, On May 3, ViaSat received a check from Mr [redacted] for $which was applied to the account and the collections team updated this with the outside collection agency so that Mr [redacted] was no longer in collectionsAt this time Mr [redacted] is no longer in collectionsViaSat does not agree to issue any refunds back to Mr [redacted] as all the charges are valid charges Thank you for allowing ViaSat the opportunity to respond Tell us why here

Complaint: [redacted] I am rejecting this response because:Viasat claims in their response:"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 area Customers are also advised that use of multiple devices with our service may result in slower speeds."However, Viasat's speeds were grossly lower than advertised, about 1/6th lower speeds than the mbps in my plan, even during the least congested periodsAlso, during the liberty pass period, there internet was literally unusable, despite promising usable speeds during sign upI am not the first customer to complain about this issueViasat offers quite possibly the worst internet service in the world, and honestly should not be allowed to continue there business.Viasat is also making me go onto my roof to return a transceiverThat seems like a wildly dangerous and inappropriate task to ask their customers to do, and I refuse to do so, as I have a herniated disk in my back and do not have the physical strength to ensure my own safetyI demand a full refund Sincerely, Daniel Steinberg

Thank you for bringing Mr [redacted] complaint to our attention.Our records indicate that Mr [redacted] is receiving Viasat’s Exede GB service plan at $a month, plus Viasat’s EasyCare program at $a month, a $equipment lease fee and applicable taxesCustomers 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.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.Mr [redacted] contacted Viasat to indicate that his internet was not working on December 20, 2017, at which time the Viasat representative assisting him determined that he needed a service callThe service call was added to his account, and was completed as of December 22, During the service call, Mr [redacted] modem was replaced, which seemed to resolve the issue at hand.Unfortunately due to a system error, on January 8, 2018, Mr [redacted] was charged $in addition to his regular service charges for his service callIn order to bring this complaint to resolution, Viasat has refunded the $charge to the payment method on file as of January 9, Mr [redacted] should see the funds within the next three to five business daysIf Mr [redacted] has any further questions or concerns, he may contact Viasat’s 24-hour Customer Care department at 1-855-463-9333.Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any frustration or confusion this situation [redacted] have caused ViaSat did not receive any contact from Mr [redacted] regarding connectivity issues until June 9, During the conversation with ViaSat's customer service representative, Mr [redacted] stated that his services were not working, and requested a service callThe ViaSat customer service representative issued a service call which was scheduled for June 15, When the technician went to Mr [redacted] 's location he confirmed that the system was struck by lightning which caused the outage On June 13, Mr [redacted] contacted ViaSat again to discuss the service call and that the technician did not bury the coax cabling outsideThe customer service representative offered Mr [redacted] a goodwill credit due to this issue, and rescheduled the service callAt this time, Mr [redacted] 's services appear to be working without any issues as no further contact has been made by Mr [redacted] If Mr [redacted] wishes to move forward with the disconnection of his ViaSat account, ViaSat will agree to do soThe Customer Agreement provided to each new subscriber and signed by Mr [redacted] on November 29, obligates subscribers to a 24-month Minimum Service Term, and if service is canceled prior to the Minimum Service Term, Early Termination Fees will applyHowever, ViaSat will agree to waive half of the early termination fees of approximately $as a gesture of good faith Mr [redacted] contact ViaSat's customer service department at X-XXX-XXX-XXXX and reference ticket XXXXXXXXThank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know that there has been at least twice since November and before this issue in June where we have had to have service calls for connectivityOn one account they replaced the dish The fact that we have never had service to repair an issue in less than two days was not even addressed Final Business Response / [redacted] (4000, 9, 2015/06/26) */ As stated in ViaSat's previous reply if Mr [redacted] wishes to disconnect his account he [redacted] do so, but he will be responsible for half the early termination feesViaSat does not show that any contact was made by Mr [redacted] in November Given this information ViaSat believes the previous respond provided is satisfactoryThank you

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 would also implore ViaSat to consider updating it's business practices to promote more fairness to it's customers by offering the option to schedule disconnects to occur at the end of the billing period or allow the customer the option to pro-rate any unused days during the billing period for immediate cancellations.I appreciate ViaSat's willingness to come to a resolution. Sincerely, [redacted]