ViaSat

Thank you for bringing Mr***’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have causedWe apologize for any frustration Mr [redacted] might have experienced while attempting to call into ViaSat’s Customer Service DepartmentViaSat recently upgraded our phone system and due to a system error some calls were being routed incorrectlyOn October 11, 2016, ViaSat was able to successfully resolve this error and Mr [redacted] should be able to call ViaSat will no further issuesOn September 24, 2016, ViaSat received a call from Mr [redacted] regarding his usageDuring this conversation, the ViaSat representative provided Mr [redacted] with the website to review his usageViaSat 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 [redacted] Regarding the data usage Mr [redacted] sees on his usage meter, the monthly data usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current data usageThis is disclosed in text to all customers immediately below the data usage meter on [redacted] The ViaSat modem needs to be online to have the monthly usage meter resetCurrently, Mr [redacted] has consumed GB of his GB planMr***’s usage will reset on October 20, If Mr [redacted] would like further assistance with his services, he may contact ViaSat’s 24-hour Customer Service Department at ###-###-####Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] ’ complaint to our attention Due to the nature of satellite-based internet service, there are many variables that can affect speeds, including, weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its Customer Agreement, signed by Mr [redacted] on February 1, that speeds may vary and are not guaranteed Our records show Mr [redacted] called Viasat on February 2, to disconnect service because the Unlimited Data Bronze Mbps service plan speeds were not meeting his needsDuring this conversation, the Viasat representative educated Mr [redacted] on the Unlimited Data Silver Mbps service plan, and offered him a discount of $off his bill per month for six monthsMr [redacted] accepted this offer, and his service plan was transitioned accordingly The Unlimited Data Silver service plan ($a month, plus applicable taxes, a $monthly equipment lease fee, and a monthly EasyCare fee) provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at DVD quality or 480p Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at 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 Viasat received another call from Mr [redacted] on February 5, once again requesting disconnection due to slow speedsThe Viasat representative informed Mr [redacted] of the early termination fees, and offered troubleshooting; however, as Mr [redacted] was not on site during the time of the call, he was advised to call back in when he was home so troubleshooting could be performed Mr [redacted] contacted Viasat for troubleshooting on February 6, 2018, at which time it was determined that, while Mr [redacted] ’ modem was receiving speeds above advertised range, he was still experiencing a slower experience on his third-party deviceMr [redacted] ’ call was transferred to Viasat’s Technical Escalations Department for additional troubleshooting; however, the call dropped before further assistance could be provided A second call was received from Mr [redacted] the same day regarding issues he was experiencing with streamingDuring this conversation, the Viasat representative reminded Mr [redacted] of the streaming quality for his service plan, and recommended that he change the settings on his streaming program to reflect 480p On February 9, 2018, Mr [redacted] called to disconnect his accountMr [redacted] was informed of the disconnection disclosures, including the early termination fees, before his request was processed The Customer Agreement commits customers to a 24-month minimum service term for Viasat’s Internet service and a 6-month minimum service term for the Voice serviceEarly termination fees will apply if either service is canceled prior to the expiration of the minimum service termsCustomers are advised of this at the time of sale and reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term Additionally, the Customer Agreement advises that customers 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 taxesViasat supplies customers with a UPS box, free return shipping label, and illustrated instructions within a week after disconnection On March 4, 2018, Viasat charged Mr [redacted] $in early termination fees, but the payment failedViasat received notice on March 6, that Mr [redacted] had returned the modem but not the transceiver; subsequently, on April 4, 2018, Mr [redacted] was charged an additional $in unreturned equipment fees plus a Voice disconnection fee, which was added to the existing balanceNo payment was collected On April 4, 2018, Mr [redacted] called Viasat regarding the total balance due of $548.76, at which time he was provided with a breakdown of the chargePer Mr [redacted] ’s request, a service call was scheduled for a technician could assist him with the removal of the transceiver, and a second equipment return kit was shipped out to Mr [redacted] ’ homeMr [redacted] ’ transceiver was returned on April 18, 2018, and $was waived from the balance due On April 23, 2018, the remaining balance due of $was referred to outside collections for further actionMr [redacted] called Viasat on April 30, regarding this balance and to dispute the early termination fees, at which time he was informed that the early termination fees were a valid charge As resolution to this complaint, Viasat will remove Mr [redacted] ’ account from collections with the balance due waived in fullThis action has been requested as of May 1, Mr [redacted] should be informed that it may take the collections agency days for them to update their records Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because: Unwilling to troubleshoot?? REALLY!?!? I have called TIMES! I troubleshooted the first times with no complaint! Then the other times THAT SAME DAY I told the rep I had already done that! I have even tried calling from SOMEWHERE ELSE to resolve this issue (as stated above), but your reps were unwilling to assist me if I weren't home - thus the disconnect EVERY TIME problem! If anyone is "UNWILLING TO TROUBLESHOOT" it is EXEDE! They have been unwilling to resolve the issue and have allowed a CUSTOMER to call back times for the SAME issue with no resolution while they themselves make the EXACT SAME MISTAKE EVERY TIME and disconnect the cal by resetting the modeml!!Again, I find it HILARIOUS that you continue to blame our speed issue on the Liberty PassDo your research! RIGHT NOW, WE ARE NOT IN LIBERTY PASS AND YET ARE RUNNING AT MBPS!!!! FAR, FAR LESS than the advertised 12! I realize that it is "up to 12", and could justify a difference if we were running 8-MPBS, but 3!!! REALLY!?!? Additionally, AS STATED PREVIOUSLY, We did not use to have this issueFor OVER A YEAR we were running between - MBPS, then the last few months and you want to try to pretend there ISN'T A PROBLEM!?Wow, just wowI have no other words! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: When I placed an order for this internet service, I have clearly mentioned that I work remotelyIf there is interruption regularly to the internet service, my work is disturbed and my job will be at stakeI am the bread winner for my family here and in home countryIf my job is affected my whole family will be in troubleThat's I don't want to take that risk on my family with this internet serviceI have attached the speed test took some time back and it is not even mbpsI find it difficult everytime when I use this service for my workAlso now only I came to know if there is any bad weather in via sat location my service will be interruptedI have not been told about thisFirst time I typed my response and when I click to proceed, the service is down and I need to retype the whole thing nowSo my humble request is to close the service without the penalty of $as lot of things were not told upfront which I feel cheatedAlso Via Sat is offering me $credit which makes me feel very badAppreciate your support in this regard Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the technical aspect of resolution is satisfactory to me, which is the $has been returned to my accountHowever, ViaSat did not acknowledge the reason why this was escalated to the Executive Escalations team and the Revdex.comThey acknowledge this was a failure of their billing system, however they do not acknowledge the failure of their customer service representative or the customer service manager I spoke to that refused to resolve this issue and refund the $95, which clearly was charged to me in error as stated by ViaSat in their response letterFiling a complaint with the Revdex.com should not be necessary to resolve an issue like this, this appears to be an epic failure on the part of customer service systems and policy and an inefficient use of time of all parties involved Sincerely, [redacted] ***

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 December 19, states that all monthly fees are payable in advance Customers are also made aware of this at the time of the sale Regarding the charge to Mr [redacted] ’s credit card, ViaSat collected an advanced payment for the first month of service on December 20, Customers are made aware of ViaSat’s Data Allowance Policy at the time of sale Our Data Allowance Policy is addressed on the first page of the Customer Agreement, signed by Mr [redacted] on December 19, 2016, and it is also available at exede.com/legalPursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage Mr [redacted] contacted ViaSat on December 26, and disconnected the services as they were not meeting his needs or expectationsMr [redacted] was advised that he will need to send back the equipment in order to avoid any future chargesFailure to send back the equipment will lead to a $charge for each non-returned piece not including taxesMr [redacted] will want to use the prepaid shipping label and box that he will receive within 7-business days to send back the equipment listed in the diagram and instructionsIn order to arrive at a resolution ViaSat has agreed to waive the early termination fees from the accountViaSat will not refund the first months payment as the services were usedThank you for allowing ViaSat the opportunity to respondTell us why here

We never got any emails from them and we didn’t cancel the service and shouldn’t be charged for thatThey can do the and then if they would at least do half of the that would be okay Per ViaSat’s previous response, emails are sent directly to the customer as required through by the Digital Millennium Copyright ActThese emails were sent to the email address on file: [redacted] @YAHOO.COMViaSat does not agree to refund the charge of $for the early termination fees back to Ms [redacted] as the Acceptable Use Policy is advised to customers through the Customer Agreement and available at www.exede.com/legalIf Ms [redacted] wishes to reconnect her ViaSat account she may do so and ViaSat will then agree to refund these chargesHowever, if Ms [redacted] continues to be in violation of the Acceptable Usage Policy her new account could be terminated againMs [redacted] may contact ViaSat’s 24-hour Customer Care at 855-463-and request the reconnection of her account per ticket [redacted] Thank you

Initial Business Response / [redacted] (1000, 11, 2015/12/28) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation may have caused On November 2, 2015, ViaSat received contact from Mrs [redacted] requesting the payment method on file be removed from their account and that a call would be made monthly to make their paymentsAs promised, Mr [redacted] contacted ViaSat's customer service department on November 4, to make a onetime payment of $87.03; however, ViaSat was experiencing issues with our payment page and the representative advised Mr [redacted] to contact ViaSat again at a later time Mr [redacted] contacted ViaSat's customer service department again on November 13, as he stated he made a payment on November 4, During his conversation with the representative, Mr [redacted] was educated that due to the system issues his previous payment was not collectedMr [redacted] did not want to make another payment and ended the call with the representative before the payment could be made On November 23, Mr [redacted] contacted ViaSat's customer service department again to discuss the payment issues he was experiencingMr [redacted] refused to attempt to make another payment or provide documentation showing this payment was previously collectedAgain, Mr [redacted] disconnected the call If Mr [redacted] does not feel comfortable contacting ViaSat's customer service line to make a onetime payment, he may utilize ViaSat's self-help options at myexede.netThe MyExede customer portal is your one-stop hub to manage your accountHere, you can view your bill, make a one-time payment or update your payment method using the prompts on the screen If Mr [redacted] has any further questions or concerns regarding the ViaSat MyExede customer portal, he may contact ViaSat's customer service department for assistance at XXX-XXX-XXXX Thank You! Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received an email that the payment method on file will be billed on the 4th of JanuaryI logged into my Exede account online, and it shows that my account has reached the 12G limit of data usage for the monthI have not used Exede during the month of December as I have another internet providerI refuse to pay any charges for December The payment method on file at Exede is a CLOSED checking accountI have verified with the bank that it is closedSO Exede will not be paid for any amount billed to that account That account WILL NOT be re-opened I am willing to pay the $by way of a money order as I do not want Exede to have any of my current credit card or banking information Final Business Response / [redacted] (4000, 15, 2016/01/05) */ The monthly usage meter reflects the usage the last time the modem was online and the usage meter may take up to hours to display the current usageThis is disclosed in text to all customers immediately below the usage meter on MyExede.netThe ViaSat modem needs to be online to have the monthly usage meter reset Additionally, Mr [redacted] is not responsible for any charges on his ViaSat account while the account was under suspensionViaSat has already applied a credit of $to his accountViaSat does not accept money orders as payments; however, Mr [redacted] may make a onetime payment via the only system on a payment method of his choice He does not have to have a payment method on file and can make onetime payments each month ViaSat believes this complaint has been resolvedThank you for the opportunity to respond Complaint Response Date bumped because: Data Base Migration Final Consumer Response / [redacted] (2000, 17, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this offerThe only new problem is that I am receiving emails stating I owe $and changeI can pay the $in February The only remaining issue is Viasat's equipmentI still have the modem plus their satilite is still on my roofI need to know what to do with itI will not pay any shipping to return the equipment to them but am willing to return them

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 meThank you very much Sincerely, [redacted] ***

Thank you for bringing [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 agreementViaSat understands that [redacted] states she did not sign the customer agreement and that it was signed by the technicianViaSat has escalated this issue internallyIn order to arrive at a resolution ViaSat is willing to waive the early termination fees from the account should [redacted] wish to disconnect her account [redacted] can call customer service at [redacted] and reference ticket number [redacted] Thank you for allowing ViaSat the opportunity to respond

Thank you for bringing Ms [redacted] complaint to our attention Our records show Ms [redacted] contacted Viasat on December 9, because she was experiencing a connectivity issue, at which time she was guided through troubleshootingWhen the issue persisted, a service call was orderedAs Ms [redacted] account had been ordered through a local Viasat dealer in her area, she was referred back to that business for scheduling On December 15, 2017, Ms [redacted] called Viasat to advise her service call was still unfulfilledAt this time, the Viasat representative escalated a request to have the service call responsibility for Ms [redacted] account changed from the Viasat dealer to Viasat she could be serviced by Viasat directly Due to a backlog in requests and the holiday, the sales channel change request was not completed until January 1, However, due to Ms [redacted] location, this request should not have been escalatedViasat does not have a direct fulfillment network in Ms [redacted] areaWe apologize for any frustration this may have caused Ms [redacted] to experience As resolution to this complaint, Viasat has escalated a request for Ms [redacted] account to be switched to [redacted] , a local dealer in her areaMs [redacted] will be provided with a free service call, as well as two credits of $for two free months of service Ms [redacted] may call [redacted] ? at [redacted] ? to schedule her service call Thank you for the opportunity to respond

Thank you for bringing Ms***’s complaint to our attention ? Our records show, Ms [redacted] contacted ViaSat on August 77, to request the disconnection of her ViaSat accountDuring this conversation, Ms [redacted] was advised on the disconnection process including the equipment return policyPer her request, Ms***’s disconnection was processed on August 17, ? The Customer Agreement provided to each new customer, and signed by [redacted] on January 28, 2017, and also available at exede.com/legal, states customers 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 taxesA [redacted] box with a prepaid return shipping label was to be delivered to Ms***’s home address on within a week of disconnection, and it included return instructions? On October 1, 2017, as the equipment had not been returned, ViaSat charged Ms***’s payment method on file $ ? ? On October12, 2017, Ms [redacted] contacted ViaSat to request a refund for this charge as she had not received the lease equipment recovery kit prior to the chargeAs a gesture of good faith, the ViaSat representative escalated a request to have a new shipment sent to Ms [redacted] ? As a gesture of good faith, and due to the issues Ms [redacted] has experienced regarding the receipt of the lease equipment recovery kit, ViaSat will agree to refund the $collected for the equipment lease feesThe refund of $was issued to the payment method on file and should be received by Ms [redacted] within three to five business days ? Thank you for the opportunity to reply.?

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 like confirmation that no other charges will be created and will send the equipment back with delivery confirmation Sincerely, [redacted] ?

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any issues she may have experiencedThe Customer Agreement, signed by Mr [redacted] on December 20, and available at exede.com/legal, advises that customers are required to return ViaSat’s modem and transceiver within days of their disconnectionFailure to return this equipment will result in an unreturned equipment fee of $300.00, not including taxesViaSat provides customers with a [redacted] box, free return shipping label, and illustrated instructions, which is delivered to the service address on file, unless otherwise requested by the customer, within a week after disconnectionMr [redacted] contacted ViaSat on August 17, to disconnect his accountDuring his conversation with the ViaSat representative, Mr [redacted] was advised of the leased equipment return policyViaSat received Mr [redacted] ’s leased equipment on November 01, 201; however, due to a system error, on February 24, 2017, ViaSat attempted to collect for failure to return the leased equipmentAs ViaSat was unable to collect these charges, on March 13, 2017, ViaSat sent Mr [redacted] ’s ViaSat account to our outside collections agency Mr [redacted] ’s account was removed from collections on March 20, 2017. ViaSat did not report Mr [redacted] ’s account to any credit agenciesWe apologize for any misunderstanding or frustration Mr [redacted] may have experiencedThank you for the opportunity to respond

Complaint: I am rejecting this response because: this is untrue I had service to my house and the service guy said the eye on my satellite dish was bad and he replaced it Now my internet is working fine again So I was correct and it's very bad customer service that I have to pay for them to fix there equipment I don't think that should be allowed They can lie all they want but I have the proof where he came snd fixed it Sincerely, Joni Kelley

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ Thank you for bringing Mr [redacted] 's complaint to ViaSat's attentionWe apologize for any inconvenience this [redacted] have causedAt this time ViaSat is currently requesting the sales call to be pulled so we can listen to see what was said at the time of saleViaSat will follow up within business days once we are able to review the callThank you for allowing ViaSat the opportunity to respond Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nothing to accept yetWill look forward to seeing ViaSat's response after they listen to the phone callAlso, the technician that installed the satellite told my wife we had days to cancelHis name is Mott Jarran Final Business Response / [redacted] (4000, 10, 2015/06/30) */ Thank you for bringing Mr [redacted] 's response to ViaSat's attentionViaSat responded on June 22, with the following messageThank you for allowing ViaSat the opportunity to research and pull Mr [redacted] 's sales callAfter reviewing the sales call, ViaSat has found that Mr [redacted] was indeed advised he would have 21-days to cancel his services without any early termination feesWith that being said Mr [redacted] will not be charged early termination fees if and when he chooses to disconnect his accountMr [redacted] can contact ViaSat at XXX-XXX-XXXX and reference ticket number XXXXXXXX when he is ready to disconnectViaSat once again apologizes for any miscommunication and inconvenience this [redacted] have causedThank you for allowing ViaSat the opportunity to respond Final Consumer Response / [redacted] (2000, 13, 2015/07/10) */

Complaint: [redacted] I am rejecting this response because: You seen from their response that, as I previously stated, ALL of their equipment was returnedAnd I am sending proof of the money they STOLE from my account and I want it RETURNED Sincerely, [redacted]

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

Thank you for bringing Mr [redacted] ’s complaint to ViaSat’s attentionWe apologize for any inconvenience this may have caused It is our goal to provide 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 guaranteedViaSat was able to locate the communication between Mr [redacted] and their Social Media teamViaSat’s Social Media last responded to Mr [redacted] on December 31, informing him that we did escalate his issue regarding the data concernsIn ViaSat’s response Mr [redacted] was advised that the data was calculating correctly and that most web browsing is https which is most likely streaming videoMost days at least one device is hitting the network 24/There are multiple devices and they have all recently accessed the networkViaSat’s Social Media team suggested taking the Ipad offline first to see if that reduces the usage and see if it is the device that is constantly pinging the network If Mr [redacted] is still experiencing connectivity issues he can contact Customer Care anytime at [redacted] for assistance Thank you for allowing ViaSat the opportunity to respond Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Thank you for bringing Mr [redacted] 's complaint to our attention Unfortunately, we were unable to locate Mr [redacted] 's account with the information providedIf he could provide his ViaSat account number or the phone number associated with the account, ViaSat would be able to research his issue and come to a reasonable resolution that satisfies both parties Thank you for the opportunity to respond