ViaSat

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have causedThe Customer Agreement, signed by Mr [redacted] on February 8, and available at exede.com/legal, states that customers will pay for service each month in advance and that ViaSat will not provide a prorated refund for any prepaid fees regardless of when the service is disconnectedCustomers are reminded of this when they disconnect their accountViaSat understands that Mr [redacted] was billed and charged the $on March 8, and disconnected days later on March 11, In order to arrive at a resolution and due to the length of time Mr [redacted] was a customer with ViaSat, ViaSat has issued back the refund of $today March 15, Mr [redacted] will see that refund within 3-business daysThank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] rebuttal to our attentionViasat created the data usage meter for customers to monitor their monthly data allowance and provide them the information necessary to manage their data usage and stay within the data limits of their service planViasat consistently measures customer’s data usage and provides customer’s access to view his or her data usage through Viasat’s data usage meter available at www.account.viasat.comPer our previous response, Viasat has conducted reviews of Ms [redacted] data usage to determine the sourceA review of Ms [redacted] account by Viasat’s data dispute team on February 20, reveals that a download was performed that caused the usage of Ms [redacted] monthly dataThe site that the download was taken from was a secured site, to which Viasat has no visibility into for the safety and security of our customersAs of a review completed on February 22, 2018, Ms [redacted] has used GB out of GB (GB monthly data limit, plus an additional GB given as a goodwill), with a reset date of February 28, Approximately 96% of the data consumed has been used on web browsing, which Ms [redacted] may view in her browser or download historiesOn January 31, 2018, approximately GB were used on downloadingMs [redacted] is advised to check the download folder on her devices for that date to determine the source.At this time, Viasat feels that all appropriate actions have been takenViasat does not agree to waive Ms [redacted] full early termination fees should she choose to disconnectIn an offer of goodwill, Viasat will agree to waive half of the early termination feesIf Ms [redacted] would like to take advantage of this offer, she may contact Viasat’s 24-hour Customer Care department at 1-855-463-in reference to ticket no [redacted] .Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] complaint to ViaSat’s attention We apologize for any confusion or frustration this situation may have caused Mr [redacted] called ViaSat on July 9, to discuss the ViaSat technician and issues with the installation Mr [redacted] also mentioned the technician asked for additional money during the installation At the time of sale customers are made aware of additional charges for a non-standard installation ViaSat’s certified technicians are authorized to offer additional services, such as a wall drop or mounting the satellite dish on a pole instead of the roof, and charge the customer for those optional servicesWe apologize ViaSat’s service was not installed to Mr [redacted] satisfaction and for any misunderstanding at the time of installationOn July 13, 2016, ViaSat receive connected from Mrs [redacted] regarding the installation and additional charge related to the pole mount installed by the technicianAs ViaSat’s certified technicians are authorized to offer additional services such as mounting the satellite dish on a pole, the refund request was rejected There was no contact to ViaSat regarding the telephone services previously advised to Mr [redacted] by ViaSatMr [redacted] did purchase the ViaSat Internet and Phone services on June 22, In order to bring resolution to this complaint, and as a gesture of good faith, ViaSat will agree to disconnect Mr [redacted] ViaSat accountIf Mr [redacted] would like to disconnect his ViaSat account, he may contact ViaSat’s 24-Hour Customer Service department at ###-###-#### and reference ticket [redacted] Please be advised, 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 [redacted] Outside 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 dish A [redacted] box with a free return shipping label will be delivered to Mr [redacted] home address within a week after his disconnection, and will include return instructionsThank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention.Our records show Ms [redacted] is currently receiving Viasat’s Unlimited Data Gold service plan at $a month, plus Viasat’s EasyCare program at $monthly, applicable taxes and a $monthly equipment lease feeThe Unlimited Data Gold service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at HD quality or 720p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.The Customer Agreement, signed by Mr [redacted] , the account holder, on February 19, and available at exede.com/legal, advises that Viasat does not guarantee the internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gateway.On March 7, 2018, Mr [redacted] contacted Viasat in regards to experiencing intermittent connectivityA Viasat representative advised Mr [redacted] that a weather outage was occurring in his area at the time.? On March 15, 2018, Ms [redacted] contacted Viasat in regards to her internet services not workingAt the time, it was determined that a service call would be required to inspect the modemMs [redacted] requested a contact from a Viasat supervisory representativeFrom Viasat’s records, it seems no return contact was madeWe apologize for any inconvenience this may have caused Ms [redacted] .? On March 29, 2018, Ms [redacted] contacted Viasat in regards to her serviceShe stated she was experiencing intermittent connectivity with her servicesPer Viasat’s troubleshooting system, the issue was believed to have been a weather outageHowever, a Viasat representative reviewed Ms [redacted] account further and determined that a known issue was occurring within Ms [redacted] beamThe Viasat representative offered Ms [redacted] a one-time credit of $100, which Ms [redacted] acceptedThis was applied to Ms [redacted] account on April 4, 2018.On April 7, 2018, a one-time credit in the amount of $was applied to Ms [redacted] account due to the known issue.? Between April 8, and April 17, 2018, Ms [redacted] contacted Viasat several times in regards to an update on a request for review that had been submitted on March 29, Each time, a Viasat representative reviewed Ms [redacted] account for any updates and advised her of them.? On May 22, 2018, Ms [redacted] contacted Viasat due to issues with her devices not staying connected to her preferred wireless networkA Viasat representative assisted Ms [redacted] with reconnecting the devices, and the issue was confirmed to be resolved.On May 26, 2018, Ms [redacted] contacted Viasat in regards to intermittent connectivity, which was resolved after troubleshooting her Viasat equipment.? On May 30, 2018, Ms [redacted] contacted Viasat due to her devices switching between the 2.4G and G networks provided by her serviceA Viasat representative assisted Ms [redacted] in troubleshooting this issue, and confirmed that it had been resolvedThe representative advised Ms [redacted] if she experienced the same issue to contact Viasat’s technical support team for further investigation.On June 12, 2018, Ms [redacted] contacted Viasat to state that she had been experiencing an ongoing issue with connectivityA Viasat representative reviewed Ms [redacted] account and determined that a weather outage was occurring at the time, and advised Ms [redacted] that a service call could not be ordered until the weather had subsided to verify any issues with the service.? No further contact was received from Ms [redacted] until July 9, 2018, when she contacted Viasat in regards to intermittent connectivityA Viasat representative reviewed Ms [redacted] account and determined that a service call was required to inspect her Viasat equipmentThis service call was completed as of July 23, 2018.In light of this complaint, Viasat has performed a review of Ms [redacted] account for any issues that might be presentAs of July 24, 2018, Ms [redacted] has used approximately GB of her unlimited data usageThe review also indicates that a reboot of Ms [redacted] modem may be required.? In resolution to this complaint, Viasat has placed a credit for a month of service in the amount of $on Ms [redacted] account as of July 24, Ms [redacted] should see this as of her next billing.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 Mr [redacted] complaint to our attentionWe apologize for any frustration he may have experienced with ViaSat The Customer Agreement signed by Mr [redacted] on April 19, authorizes ViaSat to charge a credit card or initiate electronic funds transfers from a checking account for automatic payments for any fees, including monthly service fees, equipment lease fees, and early termination feesThe Customer Agreement also 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 Our records show Mr [redacted] called ViaSat on January 20, to disconnect his accountDuring this conversation, Mr [redacted] was reminded of his signed Customer Agreement, early termination fees, and equipment return requirements prior to his request being processed On February 20, 2016, ViaSat attempted to collect a payment of $in early termination fees, but the payment failedOur review of the payment request shows that it was failed by Mr [redacted] bank because the credit card number was invalidOn March 14, 2016, this balance was sent to an outside collections agency ViaSat received a call from Mr [redacted] on March 28, regarding a collections notice he’d received, at which time he was reminded of the early termination fees and advised that the payment for them had failedDuring this conversation, Mr [redacted] was incorrectly advised that he could only make a payment for the balance due through the collections agencyWe apologize for any frustration this may have caused him to experience As the charge of $is charged directly by the collections agency and is not collected by ViaSat, however, ViaSat will be unable to reimburse Mr [redacted] for this amountViaSat did not report the delinquent balance to any credit reporting bureaus 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 causedViaSat shows that Ms [redacted] contacted Customer Care on November 30, when she started experiencing issues with the serviceDuring this phone call it was determined that a service call would be need so one was createdOn December 1, Mr [redacted] called in stating he had no connectivity and during this phone call conversation he was advised that the previous service call was closed and a new one would need to be created ViaSat received no further contact from Mror Ms [redacted] until March 2, when they called to get refunds for December, January, and February as they thought they had disconnected their account ViaSat records and documents all calls that are made and we have no record that Mror Ms [redacted] called to have the account disconnected in November of In order to arrive at a resolution ViaSat has agreed to refund December’s payment of $45.18, January’s payment of $145.02, and February’s payment of $for a total refund of $ViaSat does not agree to refund the overdraft charges as there is no documentation supporting the disconnectionMrand Ms [redacted] will see the refund within 3-business days back to the payment method that was on fileThank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Thank you for bringing Ms***'s complaint to our attentionWe apologize for any issue she may have experienced with ViaSat The Customer Agreement, signed by Ms [redacted] on January 6, and also available at exede.com/legal, 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 advised of the early termination fees at the point of sale, and are reminded of them at the time they elect to disconnect prior to the expiration of the minimum service term Ms [redacted] contacted ViaSat on May 11, because she was experiencing an issue with her connectionBefore the ViaSat representative could guide Ms [redacted] through troubleshooting, her services can back onlineMs [redacted] did not report any further connectivity issues until June 9, 2015, at which time she also mentioned having a concern with her dataDuring this conversation, the ViaSat representative reviewed the diagnostics from Ms***'s modem, and determined that there was an issue with the alignment of her antenna which was most likely the cause of her data and connectivity concernsA complimentary service call was ordered for Ms***Our records show ViaSat's technician went out to Ms***'s home on June 11, 2015, at which time her antenna was realigned and the dish tightened ViaSat had no further contact from Ms [redacted] until July 29, 2015, when she called to inquire about disconnecting, citing ongoing connectivity and data issuesAs Ms [redacted] did not report these ongoing issues to ViaSat, the ViaSat representative reminded Ms [redacted] of her signed Customer Agreement and the applicable early termination feesMs [redacted] chose not to move forward with the disconnection of her account at this time ViaSat does not agree to waive her early termination fees if she chooses to move forward with the disconnection of her accountMs [redacted] 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 illustrated instructions on what equipment she will need to return If Ms [redacted] would like to move forward with the disconnection of her account, she may contact ViaSat's 24-hour Customer Service Department at X-XXX-XXX-XXXX Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) If the product is not working up to the standard in which I fully expected and signed a contract for, then they should let me terminate early without termination feesOR get their product to workI am more than willing to pay for a product that works! I have inquired several times about my data usage and was on the phone for a half hour waitingI still have no idea the usage nor did they rep call me back after getting disconnectedThat is poor customer serviceI want a product that worksI have also inquired about the product not working for several daysI kept getting a message that said I used all my data for the month (which was odd since the Internet is never being used), and when I called I was told that they could see it wasn't working and this hapened to a lot of peopleSo if that's the case why didn't anyone place a call to to let me knowI'm am looking to return equipment and cancel agreement as their product does not work

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Thank you for bringing Mr [redacted] 's complaint to our attentionWe apologize for any issue he [redacted] have experienced with ViaSat The Customer Agreement states that ViaSat does not guarantee that the service will be error-free, secure or uninterrupted, or operate at any minimum speedDue 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 activityViaSat also does not support third-party applications and devices, and does not guarantee that they will function to any minimum level on ViaSat's network 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 addressed on the first page of the Customer AgreementPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usageCustomers have the choice to purchase additional data under ViaSat's Buy More option at $per GB on an as-needed basis, but are not required to do soAlternatively, customers [redacted] 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 The Data Allowance Policy is structured with a combined data amount for downloads and uploads based on a subscriber's data planWe created the usage meter so customers can monitor their monthly data allowance allowing them the opportunity to stay within the limits of their packageViaSat consistently measures its customers' data and provides customers access to view his or her date usage through ViaSat's data usage meter available at www.myexede.netWhile 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 above Our records show ViaSat received a call from Mr [redacted] on July 22, because he had exceeded his monthly data allowance, at which time he requested that his account be transitioned from ViaSat's Exede GB service plan to the Exede GB planViaSat did not receive another call from Mr [redacted] regarding his data usage until December 26, During this conversation, Mr [redacted] expressed concern that his usage during the Late Night Free Zone was counting towards his monthly data allowance, and was assured that that was not the caseThe ViaSat representative advised Mr [redacted] that the majority of his data had gone towards gaming, media (e.g., Spotify, YouTube, Netflix, etc.), communications (e.g., email, Skype, etc.), marketplaces (e.g., iTunes, Kindle, etc.), and file backup (e.g., iCloud, Google Drive, etc.)Mr [redacted] was also provided with GB of free additional data as part of a promotion ViaSat was offering to existing customers at the time Mr [redacted] contacted ViaSat again on January 3, regarding an issue he was experiencing with the speed and connectivity of his serviceAt this time, Mr [redacted] was advised that he had exceeded his monthly data usage and had been subsequently slowedMr [redacted] was also educated on the potential reasons why his connection had dropped briefly, and was provided with GB of free additional data On June 23, 2015, ViaSat received an email from Ms [redacted] regarding his dissatisfaction with the serviceAt this time, a ViaSat representative responded to Mr [redacted] asking what they could do to improve his experienceThe representative also advised Mr [redacted] that ViaSat would be launching a new satelliteand, subsequently, new product offeringsin In his next email, Mr [redacted] advised that he would rather just move forward with the disconnection of his service, and asked how his early termination fees could be waivedViaSat has no record of a response being sent to Mr [redacted] 's inquiryWe apologize for any inconvenience this [redacted] have caused him to experience ViaSat received a call from Mr [redacted] on July 2, 2015, at which time he requested the termination of his service due to connectivity and speed issuesThe ViaSat representative reviewed Mr [redacted] 's account, and advised that they saw an indication that there was an issue with Mr [redacted] 's equipment, and recommended a service callMr [redacted] was advised that he would need to contact the authorized dealer that had sold him the service for an appointmentMr [redacted] called back later the same day to advise that his dealer had no available appointments until the following week, and wanted to disconnect the accountWhen the ViaSat representative advised Mr [redacted] that he would be charged early termination fees, per the Customer Agreement, Mr [redacted] advised that he would call back The Customer Agreement 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 advised of this at the point 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 In order to come to a resolution regarding this complaint and as a gesture of good will, ViaSat will waive Mr [redacted] 's early termination in full if he chooses to move forward with the termination of his serviceMr [redacted] is responsible for returning ViaSat's modem and transceiver within days after his disconnection, or he will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a 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 Mr [redacted] contact ViaSat's 24-Customer Service Department at X-XXX-XXX-XXXX in reference to ticket noXXXXXXXX Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused her At 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 Ms [redacted] on August 3, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfactionViaSat requires that the electronic customer agreement be signed prior to the services being activatedMs [redacted] would have had to sign this via her computer at the point of installation with the technician that was onsite in order for the services to be activatedViaSat understands that the services are not meeting Ms [redacted] needs or expectations so in order to arrive at a resolution ViaSat will waive the early termination fees should Ms [redacted] wish to disconnectMs [redacted] will need to contact ViaSat at ###-###-#### and reference ticket number [redacted] to have the account disconnected and the fees waivedWhen Ms [redacted] calls the disclosures will be read and Ms [redacted] will be responsible for sending back the modem and the tria which is a piece from the dish using the prepaid shipping label and box supplied by ViaSat once the account is disconnectedViaSat does not send a technician to come to the home to remove the dish or the equipment without a charge Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ Thank you for bringing Mr***'s complaint to ViaSat's attentionWe apologize for any frustration and confusion this situation [redacted] have caused On July 30, ViaSat received a call from Mr [redacted] requesting the disconnection of his ViaSat accountDuring his conversation with ViaSat's customer service representative, Mr [redacted] was advised that he was responsible for returning his leased ViaSat modem and transceiver within days of disconnection, or he was subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer AgreementA UPS box with a pre-paid return shipping label was delivered to Mr***'s home address on August 4, 2015, and included illustrated instructions on what equipment he needed to returnPer UPS tracking number 1Z6ERXXXXXXXXXXXXX, this shipment was left on Mr***'s front door ViaSat will send a new shipment to his location Summers Drive [redacted] , VA XXXXX as Mr [redacted] states he did not receive the initial shipmentMr [redacted] should be on the lookout for this shipment within the next business daysViaSat will ensure that Mr [redacted] is not charged for failure to return the leased equipment before the new shipment is receivedOnce received, Mr [redacted] should return the leased equipment at their earliest convenienceViaSat understands Mr [redacted] does not have access to the location where the equipment is installed; therefore, Mr [redacted] return the leased modem only Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/10/13) */ Thank you for bringing Ms***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused At the time of sale Customers are made aware of ViaSat's 24-month minimum service term commitment, early termination fees, equipment lease requirements, and certain limitationsEach of these points is also addressed in the Customer Agreement signed by Ms [redacted] on May 31, and available at exede.com/legalWe apologize if Ms [redacted] feels these points were not communicated to her satisfaction On June 2, Ms [redacted] contacted ViaSat's customer service department to discuss the connectivity of her accountHowever, during her conversation with the representative, Ms [redacted] did not allow the agent to preform troubleshooting steps, but requested a grace period on the contract termsAs the representative was unable to troubleshoot her services the request for waive of the early termination fees was declinedConsequently, Ms [redacted] disconnected the call ViaSat did not hear from Ms [redacted] again until October 12, During this conversation Ms [redacted] requested that her account be disconnected as she was moving and not taking the services with herShe was advised that we could verify whether or not the services could be taken to her new location, but Ms [redacted] declinedTherefore, Ms [redacted] was advised that the early termination fees would be applied in full upon the disconnection of the account should she request the disconnectionMs [redacted] requested that the account remain active as she was unable to pay for the applicable early termination fees As ViaSat was never allowed to attempt to resolve any connectivity issues Ms [redacted] may have experienced, ViaSat does not agree to refund the charges collected thus far or waive the early termination fees in their entiretyHowever, in order to bring this complaint to resolve ViaSat will agree to disconnect the account with waiver of half the early termination feesMs [redacted] will be responsible for approximately $of the early termination fees of approximately $If Ms [redacted] agrees to this proposed resolution, please have her contact ViaSat's customer service department at XXX-XXX-XXXX and reference ticket XXXXXXXX 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]

Initial Business Response / [redacted] (1000, 5, 2015/07/06) */ Thank you for bringing Ms [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion of frustration this situation [redacted] have caused Customers 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 Ms [redacted] on June 23, 2015, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds [redacted] be slowed or restricted for a period of time when customers use their entire monthly system usage 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 filesDue to the nature of satellite-based internet service, there are many variables that can affect speeds, such as, weather at the gateway or customer's home, network congestion, as well as the customer's computer equipment Ms [redacted] contacted ViaSat on July 1, to discuss the Data Allowance Policy, and their DirecTV combinationAt that time, Ms [redacted] was advised of the Data Allowance Policy, and the early termination fees should she wish to disconnect The Customer Agreement provided to each new subscriber (and it is also available at exede.com/legal) states ViaSat requires subscribers to commit to a 24-month minimum service term, and early termination fees will apply if service is canceled prior to the minimum service termCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term On July 1, 2015, Ms [redacted] contacted ViaSat a second time to discuss the disconnection of her ViaSat account, and to request the waiver of the early termination feesDuring her conversation with ViaSat's customer service representative, Ms [redacted] was educated that the early termination fees would apply should she wish to disconnectThe disconnection of Ms [redacted] 's account occurred on July 1, As a gesture of good faith, ViaSat will agree to waive Ms [redacted] 's early termination fees in their entirety; however, Ms [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 AgreementA UPS box with a pre-paid 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] complaint to our attention The Customer Agreement advises that Viasat does not guarantee the Internet service to be uninterrupted or error-freeService may be interrupted from time to time for various reasons, including inclement weather at a customer’s home or their service gatewayThe Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer’s electronic signatureOur records show Ms [redacted] electronic signature on the Customer Agreement dated May 5, Our records show Ms [redacted] called Viasat numerous times on May 6, regarding the connectivity of her service, and to request assistance with setting up her third-party wireless routerDuring these conversations, Ms [redacted] was informed that Viasat’s Premiere Technical Support team was not available, and requested to call back later On May 7, 2018, Ms [redacted] called to request assistance with her router; however, before the Viasat representative could transfer her to the appropriate department, Ms [redacted] expressed interest in disconnectingThe call was transferred to Viasat’s Retention Department accordingly During her conversation with Viasat’s Retention Department, Ms [redacted] was offered and declined troubleshooting and a free service call as resolution to her issuesWhen Ms [redacted] was reminded of the early termination fees, she requested to speak to a supervisor, but one was unavailableA request for a supervisor to call Ms [redacted] was escalated Ms [redacted] called Viasat on May 9, because she had not received a call from a supervisor, and still wished to disconnect her serviceAt this time, Ms [redacted] was informed of the disconnection disclosures and her account was disconnected The Customer Agreement commits each customer to a 24-month minimum service term, and states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term Additionally, the Customer Agreement advises customers that they are responsible for returning Viasat’s modem and transceiver within days after disconnection, or they will be subject to an unreturned equipment fee of $300.00, not including taxes, Customers are advised of these points at the time of sale and are reminded at the time they elect to disconnect Viasat received Ms [redacted] modem and transceiver on June 6, On June 8, 2018, she was charged $in early termination fees, but the payment failedThe balance due remained on her account until June 25, 2018, at which time the account was referred to outside collections for further action As resolution to this complaint, Viasat will agree to remove Ms [redacted] account from collections with the balance due waived in fullThis request has been escalated as of July 2, Ms [redacted] should be informed that it may take days for the collections agency to update their records Thank you for the opportunity to respond

(The consumer indicated he/she DID NOT accept the response from the business.) I was not aware of month contract and I called before the 16th of December I have made calls in total so the response is not factual at all they lie and I was told there was a a charge to disconnect only when I asked to cancel records obviously are wrong and I never signed a contract and won't out it is not just speed it does not work 90% of the time so u want me to pay for a service that does not work what a ripoff company Complaint Response Date bumped because: Holiday

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 call. On 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 declined. Ms [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 days. Ms [redacted] is responsible for returning Viasat’s modem and transceiver within days after disconnection, or she will be subject to an unreturned equipment fee of $300.00, not including taxes, per the Customer 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 Mr [redacted] complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Mr [redacted] contacted ViaSat on December 9, to request the disconnection of his ViaSat account as he was moving and no longer need the services at his new locationAs Mr [redacted] 24-month Customer Agreement expired on July 4, 2015, the ViaSat representative informed him that he would not be responsible for any early termination fees However, on December 8, 2015, ViaSat attempted to collect Mr [redacted] monthly service plan fee, but it failedPer the 24-Month Customer Agreement signed by Mr [redacted] on July 4, 2013, and as his account was active at the time of collection, he would be responsible for the balance owed Mr [redacted] contacted ViaSat’s customer service on February 10, to discuss the balance of $which had been sent to ViaSat’s outside collections agency EOS on February 2, During his conversation, Mr [redacted] was incorrectly informed that his account balance was zero and he did not owe the balance in the outside collections agency Given this information and to come to a resolution, ViaSat will agree to remove this balance from the collections processShould Mr [redacted] have any questions regarding this process please have him contact ViaSat 24-hr customer service department at 855-463-Thank you for the opportunity to respond

Thank you for bringing Ms [redacted] ’s complaint to our attentionWe apologize for any misunderstanding she may have experienced with ViaSat’s 24-month minimum service term The Customer Agreement, signed by Ms [redacted] on August 3, and also available at exede.com/legal, 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 advised of the minimum service term and early termination fees at the point of sale, and are reminded of them when they elect to disconnect prior to the expiration of the minimum service term The 24-month minimum service term starts upon the installation of the ViaSat equipment at a customer’s home, when the Customer Agreement is electronically signedOur records show Ms [redacted] ’s minimum service term started on August 3, The end date of her contract is August 2, Ms [redacted] called ViaSat on February 14, to disconnect her account, at which time the ViaSat representative attempted to advise Ms [redacted] of the disconnection disclosures, including how she could return the equipment and that she had months remaining in her 24-month minimum service termMs [redacted] disputed the minimum service term, and the call was ended shortly afterAs the ViaSat representative was unable to finish the disconnection disclosures, Ms [redacted] ’s account remained active ViaSat received an email from Ms [redacted] the same day regarding the disconnection of her account and her minimum service termIn response, a ViaSat representative attempted to reach out to Ms [redacted] via phone, but received a busy signal An email response was sent to Ms [redacted] the same day advising her to call in to ViaSat’s 24-hour Customer Service Department to disconnect her account A second email was received from Ms [redacted] on February 22, in regards to her account disconnectionOnce again, a ViaSat representative attempted to contact her via phone, but there was no responseA voice message was left directing Ms [redacted] to call ViaSat for assistanceThe ViaSat representative also sent a responding email with the same information As of February 23, 2016, Ms [redacted] has months and days remaining in her minimum service term, making her early termination fees approximately $As Ms [redacted] was accurately advised of the early termination fees at the point of disconnection, ViaSat does not agree to waive the fee Ms [redacted] 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 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 Currently, Ms [redacted] ’s account is still activeIf she would like to disconnect her account, she may contact ViaSat’s 24-hour Customer Service Department at ###-###-#### Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 5, 2015/11/03) */ Thank you for bringing Mr***' complaint to our attentionWe apologize for any misunderstanding he may have experienced with ViaSat At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 24-month minimum service term commitment, and early termination feesEach of these points is also addressed on the first page of the Customer Agreement signed by Mr [redacted] on October 26, and available at exede.com/legal The Customer Agreement is electronically signed by customers during the service installation process An account cannot be established without the customer's electronic signature We apologize if Mr [redacted] feels these points were not communicated to his satisfaction Mr [redacted] contacted ViaSat on October 27, to advise that he'd been told by the installer that there was no contract associated with the serviceDuring this conversation, Mr [redacted] asked if there was a way to get out of the 24-month minimum service term, at which time he was reminded of his signed Customer AgreementViaSat received a second call from Mr [redacted] on October 29, regarding the 24-month minimum termAt this time, the ViaSat representative educated Mr [redacted] on the electronic signature process and the applicable early termination fees In consideration of Mr***' short term as a ViaSat subscriber, ViaSat is willing to waive his early termination fees in full if he disconnects prior to November 28, Mr [redacted] 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 return instructions If Mr [redacted] would like to disconnect his account, he may 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] (2000, 7, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is a fair resolve after such an unfortunate circumstance

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]