ViaSat

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]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

ViaSat is unwilling to waive any fees associated with the early termination of Mr [redacted] account unless documentation can be provided showing no pole mount is allowed at his locationIn his calls to ViaSat Mr [redacted] states that he was unwilling to have a pole mount due to his belief that it causes service liability issuesPlease have Mr [redacted] provide appropriate documentationThank you

Thank you for bringing Ms [redacted] complaint to our attention Ms [redacted] was receiving Viasat’s Unlimited Data Silver service plan at $a month, Viasat’s Voice service at $a month, plus applicable taxes, a $monthly equipment lease fee, and a $monthly EasyCare fee The Unlimited Data Silver service plan 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 Other third party programs and devices used to count data usage may overstate or understate the total amount of data that passes through Viasat’s modemThe accuracy of such third-party programs and devices will differ from Viasat’s data usage meter because those devices do not reside within the Viasat network and the modem 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weather at Viasat’s facilities or at the customer’s home, network congestion, a misconfigured home network or outdated computer equipment and softwareBecause of these many variables, Viasat cannot guarantee any particular speedViasat discloses at the point of sale and in its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 that speeds may vary and are not guaranteed Our records show Ms [redacted] called Viasat numerous times between December 1, and January 28, regarding connectivity and speed issues, as well as service call scheduling concernsDuring this timeframe, Ms [redacted] was guided through troubleshooting, and provided with goodwill credits totaling $as well as a monthly discount of $off her bill per month for monthsIn addition, the several service calls were ordered for Ms [redacted] As resolution to a previous Revdex.com complaint filed by Ms [redacted] (Complaint No [redacted] ), Viasat applied a credit of $to Ms [redacted] account on January 4, In addition, Viasat informed Ms [redacted] that she could disconnect with no early termination fees if the service was not meeting her needs Ms [redacted] called Viasat on January 28, to disconnect her account, at which time a request for the waiver of her early termination fees was escalatedViasat has waived Ms [redacted] early termination fees as of January 29, 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 AgreementA [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 Thank you for the opportunity to respond

Complaint: [redacted] I am rejecting this response because:The company admits and proves I have had many contacts with them about poor service (over a years worth) However, in this response they did not mention anything about the sales people lying about what their service could provide for me They admit that certain games can have poor speeds with their company but did not address the issue of not being able to video stream with out extreme buffering My case shows that it is not just a matter of slow speeds at certain times but that I CANNOT stream anytime They have insured me that my equipment is fine so they have not held up to their sales pitch Their response also did not address the issues of the "run around" from customer service Sincerely, [redacted]

Thank you for bringing Ms. [redacted] 's complaint to ViaSat's attention. We apologize for any confusion or frustration this situation may have caused. ViaSat is currently only offering the Freedom plan in select areas. There are some technical hurdles we need to overcome to be able to transition... subscribers on a Classic [redacted] plan onto the virtually unlimited Freedom plan. We are evaluating the Freedom plan in areas where we have the highest available capacity on our satellite beams (i.e., there are not as many people on the [redacted] service in these areas). In these areas, we can offer a virtually unlimited service without compromising service speed and quality. There is no defined timeline for this, so we ask for your patience. Our goal is to offer as much data we can while keeping our network uncongested and speeds at or above 12 Mbps. If we offered the Freedom Plan across our entire network at the present time, it would lead to network congestion, which we're trying to avoid. ViaSat does not offer an unlimited service plan. ViaSat does offer its Freedom plan, which offers considerably more data for $99.99 a month; however, this plan is currently not available in Ms. [redacted] 's area. Currently, there is no defined timeline for when the Freedom plan will be available in more areas. Customers are made aware of ViaSat's Data Allowance Policy at the time of sale; it is also addressed on the first page of the Customer Agreement, signed by Ms. [redacted] on December 27, 2012 (also available at ***.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 usage. This means that web pages and email will take significantly longer to load and most other internet activities will not work. 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 equipment. Speeds can also be affected by programs that are running in the background, the router, and day-to-day activity. Provided this information and that the Freedom Plan is not currently offered in Ms. [redacted] 's area, ViaSat believes this complaint has been resolved. Ms. [redacted] may contact ViaSat's customer service department if she feels our services are not meeting her needs and wishes to disconnect her ViaSat. ViaSat's customer service department may be contacted at ###-###-#### and please have her reference ticket [redacted] . Thank you for the opportunity to respond.

Thank you for bringing [redacted] ’s complaint to our attentionWe apologize for any issues she may have experienced Our records show [redacted] purchased ViaSat’s Exede- GB service plan through an authorized ViaSat Dealer on June [redacted] ’s service plan is subject to a Data Allowance Policy, which limits the total amount of data a customer can use each monthCustomers are made aware of ViaSat’s Data Allowance Policy at the time of sale and it is also addressed in the Customer Agreement The Customer Agreement commits customers to a 24-month minimum service term; states that early termination fees will apply if service is canceled prior to the expiration of the minimum service term; and authorizes ViaSat to automatically charge the payment method on file for monthly service fees and termination fees Customers are advised of these points 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 The Customer Agreement is electronically signed by customers during the installation process Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use 100% or more of their monthly data allowanceThis 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 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 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 [redacted] first contacted ViaSat on July 25, 2017, to discuss the connectivity of her ViaSat account During her conversation with the ViaSat representative, [redacted] was educated that she had gone over her usage which was affecting her speedsBetween this conversation and today, [redacted] has contacted ViaSat on fifteen separate occasions regarding the speeds and connectivity of her accountEach time, [redacted] was educated that the connectivity issues were directly related to the breach in the Data Allowance Policy As of today, September 18, 2017, [redacted] has used GB of her GB planLast month, [redacted] used GB of her GB plan Should Ms [redacted] ’s current plan not meet her needs, the following plans are also available in her area: • Liberty GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty 18GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty 30GB - WiFi - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee• Liberty GB - $a month, plus applicable taxes and a $monthly equipment lease fee• Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee• Exede GB - $a month, plus applicable taxes and a $monthly equipment lease fee If [redacted] ’s would like to transition her service to a plan that better meets her needs, or is experiencing any issues with her service she may contact ViaSat’s 24-hour Customer Service Department at [redacted] If Ms [redacted] decides to disconnect her ViaSat account, all applicable early termination fees will apply Thank you for the opportunity to respond

Well maybe you need to update your system because it was not due to me making payment twice because both times I called in and talked to a live person not one of your computes and fire the man who messed this whole issue up Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ Thank you for brining Mr***'s complaint to ViaSat's attentionWe apologize for any confusion or frustration this situation [redacted] have caused At the time of sale Customers are made aware of ViaSat's Data Allowance Policy, the 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 Mr [redacted] on July 01, and available at exede.com/legalWe apologize if Mr [redacted] feels these points were not communicated to his satisfaction On July 10, ViaSat received a call from Mrs [redacted] to discuss the Data Allowance Policy, and to determine what their current usage was used byViaSat's customer service representative advised Mrs [redacted] that the usage was used by Video and Social Media streamingAdditionally, the customer service representative advised Mrs [redacted] that they were able to upgrade their account to ViaSat's Freedom plan which would provide them with GB of usageMrs [redacted] stated that she did not want this plan, and wanted information on disconnecting her accountHowever, before further action could be taken, the call was lost and the agent was unable to reach Mrs [redacted] upon making a further call Mr [redacted] called ViaSat on July 17, to disconnect his accountThe Customer Agreement signed by Mr [redacted] obligates subscribers to a 24-month minimum service term, and if service is canceled prior to the minimum service term, early termination fees will applyCustomers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service termDuring his conversation, Mr [redacted] was informed that the account had been upgraded to the Freedom plan, and that only GB's had been used of the allotted GB'sThe representative offered to troubleshoot their services as Mr [redacted] stated that the speeds were slow; however, Mr [redacted] declined this offer or further assistance In order to come to a resolution regarding this complaint and in recognition of the short term Mr [redacted] was a ViaSat customer, ViaSat will agree to waive his early termination feesMr [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 Thank you for the opportunity to respond Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept that the company will agree to waive the $early termination feeThank youWe tried very hard to make this work for our family, and it did notOn another note, my husband never called the company it was Mrs***Mr [redacted] NEVER signed the agreementI only signed what I was told a Credit Card receipt Thank you for waiving the $Early Termination fee

Thank you for bringing Ms [redacted] complaint to our attention Our records show Ms [redacted] called Viasat on March 24, because she was interested in transitioning her service to the Viasat Wireless Gateway (VWG) serviceAt this time, she was informed that this particular service was not yet available to her, and was provided on information regarding the service plans that were in her areaMs [redacted] advised that she would call back at a later time for additional information Viasat’s Sales Department received a call from Ms [redacted] on May 9, 2018, at which time an account with Viasat’s VWG service was createdAt the point of sale, it is standard practice for Viasat to perform a credit check on customers when an account is being createdWe apologize if this was not communicated clearly to Ms [redacted] when she called to setup a new account through Viasat’s Sales Department Viasat’s technician went out to Ms [redacted] home on May 18, to install the new VWG equipmentUnfortunately, he was unable to achieve a clear line of sight to the satellite, and was unable to complete Ms [redacted] installationThe Viasat technician attempted to assist Ms [redacted] with any potential issues she may have been experiencing with her current service, but was unable to diagnose any issues Ms [redacted] called Viasat the same day, at which time her new account as canceled in-flightMs [redacted] also expressed her dissatisfaction with the speed of her current service, but declined troubleshooting when offeredViasat received another call from Ms [redacted] on May 19, regarding her desire to upgrade her service, at which time she was informed that the matter would be escalated internally for review and resolution On May 21, 2018, a Viasat representative reached out to Ms [redacted] to recommend she attempt to setup another account through Viasat’s Sales DepartmentMs [redacted] called Viasat back on May 24, 2018, at which time she was transferred to Viasat’s Sales DepartmentDuring her conversation, an account was created under Viasat’s Liberty service plan Ms [redacted] called Viasat the same day multiple times regarding the Voice service and porting her phone number to ViasatDuring these conversations, Ms [redacted] was informed that the Voice service had not been added at the point of sale, and that Voice eligibility would need to wait until after the service was installed On May 25, 2018, Ms [redacted] called to cancel this account in-flight, which was processed accordinglyMs [redacted] called Viasat’s Sales Department a third time that same day, at which time an account was created with Viasat’s VWG and Voice servicesViasat received a call from Ms [redacted] on May 30, at which time she canceled the account in-flight because there was no line of sight at her home Although the Viasat Wireless Gateway service is available in Ms [redacted] area, as she does not have the proper line of sight, she is currently unable to receive workable VWG serviceWe apologize for any frustration this may have caused Ms [redacted] to experience Regarding her issues with her phone service, Viasat does not have the capability or authority to cancel a customer’s account with a third-party companyMs [redacted] will need to work with her phone carrier regarding the status of her account with themOur records indicate that Ms [redacted] number was ported into Viasat on account no [redacted] If Ms [redacted] would like to reclaim this number, her current phone carrier will need to initiate a port request to Viasat Viasat does not agree to issue Ms [redacted] a refund for six months of service, as Viasat has no record of her calling in for that period of time regarding any service issuesHowever, as resolution to this complaint, Viasat has applied credits totaling two months of free service onto Ms [redacted] account Thank you for the opportunity to respond

Thank you for bringing Mr [redacted] response to ViaSat’s attentionViaSat has agreed to let Mr [redacted] out of the month agreement with no early termination feesIn addition ViaSat will issue a refund of the first payment back to Mr [redacted] totaling $Mr [redacted] will need to call the customer service number mentioned in the previous responseThank you for allowing ViaSat 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 Bronze service plan at $a month, plus applicable taxes and a $monthly equipment lease feeThe Unlimited Data Bronze service plan provides unlimited data usage at regular speeds up to MbpsThe service is optimized for streaming at small screen quality or 360p.Viasat’s unlimited data service plans do not have a monthly data allowancePursuant to Viasat’s Unlimited Data Policy available at www.exede.com/legal, if a customer uses more than GB of data during their monthly billing period, Viasat may prioritize their data behind other customers during network congestion, which will result in slower speedsStarting on the first day of the customer’s monthly measurement period, all uploaded and downloaded data transmitted using Viasat Internet service will count towards the GB thresholdAt the end of the monthly measurement period, the data usage resets to zeroCustomers are informed of this information when they select one of Viasat’s unlimited data plans, and it is addressed in Viasat’s Customer Agreement and Unlimited Data Policy available at exede.com/legal.Per the Customer Agreement, signed by Ms [redacted] on March 15, 2018, Viasat customers are required to lease their equipment from ViasatThis equipment includes a Viasat router, dish and satellite receiver on the dishCustomers are advised that a monthly lease fee will be charged for the lease of the equipment at the point of sale, and it is addressed in Viasat’s Customer AgreementWe apologize for any misinformation Ms [redacted] may have been given at point of saleOn March 15, 2018, Ms [redacted] contacted Viasat to ensure that her Viasat services were activatedShe was advised by a Viasat representative that her services were active at that timeMs [redacted] requested information on how to connect to the wireless internet, and she was advised that her modem was not equipped with that featureMs [redacted] stated that she had specifically requested a wireless-enabled modem at the point of saleShe requested to disconnect her services, which a Viasat representative began to assist her with, but Ms [redacted] chose to stop the process when she was advised of the early termination feesNo changes were made to Ms [redacted] account that dayOn March 18, 2018, Ms [redacted] contacted Viasat multiple times in regards to receiving help connecting her new router to Viasat’s modemAt the time of the first contact, Ms [redacted] stated that part of the connection process did not occur, and a Viasat representative advised her of Viasat’s technical support hoursDuring the second contact, it was determined that Ms [redacted] had purchased a modem and router combination, which would not be compatible with Viasat’s modemMs [redacted] requested to disconnect her services, but did not proceed when she was correctly advised that her early termination fees would be valid if she chose to disconnectMs [redacted] contacted Viasat on March 27, to state that she could not connect to her internetA Viasat representative assisted in troubleshooting Ms [redacted] equipment, but was unable to as the modem would not power onThe Viasat representative scheduled a service call for Ms***, which is scheduled for March 30, 2018.In light of this complaint, Viasat has reviewed Ms [redacted] accountWe apologize that Ms [redacted] has not yet received any resolutionViasat requests that Ms [redacted] give Viasat the opportunity to resolve the issue with her modem by allowing the service call to be completed before further action with her account is taken.In resolution to this complain, Viasat has added a credit for a free month of service to Ms [redacted] accountThis credit was added as of March 28, 2018, and Ms [redacted] will see the credit applied to her next billIf Ms [redacted] has any further questions or concerns, she may contact Viasat’s 24-Hour Customer Care at 1-855-463-Thank you for the opportunity to respond

Thank you for bringing [redacted] ’s complaint to our attention Customers have the ability to move their [redacted] service from one location to another at no chargeBy electing to move their service to a new service location, customers are asked to agree to a new 24-month minimum service term and sign a new Customer Agreement [redacted] cancels the Customer Agreement on the customer’s original account and waives any applicable early termination fees; however, if the customer cancels the move order, the early termination fees are reapplied to their original account Our records show [redacted] called [redacted] on July 10, to move his service to a new address, at which time his request was processed [redacted] called to disconnect his original account on July 11, 2017, at which time a request for his early termination fees to be waived based on his move order was escalatedThe early termination fees were waived on July 12, [redacted] ’s technician went out to [redacted] ’s new home to install the equipment on July 12, At this time, [redacted] and the technician were unable to agree upon the placement of the dishThe move order was cancelled on July 13, As [redacted] did not move forward with moving his service to his new location, [redacted] reapplied the early termination fees to his accountSubsequently, on August 16, 2017, [redacted] was charged $in early termination feesThis payment failed [redacted] received a call from [redacted] the same day, at which time he was informed a ticket would be escalated regarding the chargeUnfortunately, the [redacted] representative did not escalate this request properlyWe apologize for any frustration [redacted] may have experienced On August 29, 2017, the account was sent to outside collections for further action on the balance due [redacted] called regarding the collections balance on October 18, 2017, at which time he was informed that the early termination fees had been reapplied because his service had not been moved to his new location As [redacted] did not allow [redacted] to move his service to his new location, [redacted] does not agree to waive the early termination fees of $ Thank you for the opportunity to respond

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Thank you for bringing Ms. [redacted] 's complaint to our attention. We apologize for any frustration or confusion she may have experienced. The Customer Agreement states that monthly fees are payable in advance, and authorizes ViaSat to charge a... credit card or initiate electronic funds transfers from a checking account for automatic monthly payments for any fees including monthly service fees and equipment lease fees. Customers are made aware of these points at the time of the sale. Unfortunately, purchasing ViaSat's service with DirecTV does not bundle the billing. ViaSat handles customer billing for its own services; therefore, Ms. [redacted] is billed separately for her ViaSat internet service. Customers who order the Exede Internet service through DirecTV receive a discount of $10.00 off their monthly bill per month for 12 months on their DirecTV bill. Our records show Ms. [redacted] initially ordered the ViaSat service through DirecTV on September 30, 2014. The service was installed at Ms. [redacted] 's [redacted] XXXXX home on October 6, 2014, at which time Ms. [redacted] signed the Customer Agreement associated with this service location. Between December 18, 2014 and June 22, 2015, Ms. [redacted] received a total of $323.63 in credits from ViaSat for various billing issues, none of which were related to the bundle with DirecTV. ViaSat was not made aware of any issue Ms. [redacted] have experienced with the terms of the DirecTV bundle. On June 12, 2015, Ms. [redacted] contacted ViaSat to move her service to her current address. During this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service term. Ms. [redacted] agreed, and moved forward with having service setup at her new home. This service was installed June 22, 2015, at which time Ms. [redacted] signed the Customer Agreement associated with the service at this location. Between June 22, 2015 and October 8, 2015, Ms. [redacted] contacted ViaSat over 30 times with various billing and connectivity issues. During this timeframe, Ms. [redacted] received a total of $227.60 in goodwill credits from ViaSat's representatives. In total, Ms. [redacted] has only paid ViaSat $49.29 in monthly service fees since installation, and currently has a balance due of $40.00 on her account as of October 15, 2015. In addition to the goodwill credits, Ms. [redacted] was also provided with three complimentary service calls, as summarized below: July 8, 2015 - Technician went out to Mr. [redacted] 's home regarding connectivity issues. At this time, it was determined that Ms. [redacted] was experiencing issues connecting her third-party wireless router, which ViaSat does not support. When Ms. [redacted] advised she was experiencing issues with her Exede Voice service, she was advised to contact ViaSat's Customer Service Department for support and troubleshooting. July 11, 2015 - Technician replaced Ms. [redacted] 's modem. During this visit, it was determined that Ms. [redacted] 's Voice adapter was faulty and causing an issue with her internet services. As Ms. [redacted] had been sent a replacement adapter by ViaSat, the technician offered to install it for her. Ms. [redacted] refused to allow the technician to install the new adapter, and would not allow him to remove the faulty equipment from her setup. July 18, 2015 - The technician realigned Ms. [redacted] 's antenna. The faulty Voice adapter was still connected to Ms. [redacted] 's system at this time. 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 term. Customers are reminded of the early termination fees at the time they elect to disconnect prior to the expiration of the minimum service term. In light of the above information, ViaSat does not agree to waive Ms. [redacted] 's early termination fees if she chooses to move forward with the disconnection of her account. Ms. [redacted] has received a total of $551.23 in credits from ViaSat between her two accounts, and our records show her connectivity issues were resolved once she replaced the faulty Voice adapter on July 30, 2015. Thank you for the opportunity to respond. Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) paragraph 4 is proof and is where my problem is in it via sat states verbatim ( On June 12, 2015, Ms. [redacted] contacted Via-Sat to move her service to her current address. During this conversation, she was advised that she would be obligated to agree to a new 24-month minimum service term. Ms. [redacted] agreed, and moved forward with having service setup at her new home. This service was installed June 22, 2015, at which time Ms. [redacted] signed the Customer Agreement associated with the service at this location.) Via-sat nor direct TV is honoring or upholding the new contract from June XX XXXX which is to be a bundle. If direct TV and via-sat would honor the bundle at $89.99 a month for TV,phone and internet I would not have a problem they are not It is a new contract they said as much. please read their own words they are not honoring the contract if they would and provide my bundle at the agreed rate I will keep the service. I know not what they say I signed but the customer service rep said my bundle would be continued and that is what I expect. I am not wrong Final Business Response / [redacted] (4000, 10, 2015/10/20) */ Thank you for bringing Ms. [redacted] 's rebuttal to our attention. As previously stated, purchasing ViaSat's services through DirecTV does not bundle the billing. Each service is billed to and paid for separately by the individual companies. DirecTV provides a bundling discount of $10.00 off of a customer's bill per month for 12 months. There is no way for ViaSat to bundle their billing with DirecTV's. When customers move their services with ViaSat from one location to another, they are obligated to agree to and sign a new 24-month minimum service term. Customers are advised of this prior to their move request being processed. Our records show Ms. [redacted] agreed to the new contractual obligation on June 12, 2015 when she contacted ViaSat to move service to her new location; the new Customer Agreement was signed on June 22, 2015. Once again, ViaSat does not agree to waive Ms. [redacted] 's early termination fees if she chooses to move forward with the disconnection of her account. Thank you for the opportunity to respond.

Thank you for bringing Ms. [redacted] response to ViaSat’s attention. As stated in the previous response ViaSat has not received the proper documentation from both accounts that Ms. [redacted] is claiming are being deducted. ViaSat will need a rolling 30 day bank statement from both accounts in order to research this issue any further. At this time ViaSat does not have the correct information to move forward and shows no double billing on our end. Thank you for allowing ViaSat the opportunity to respond.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. However, there facts aren't correct. IN September 2017, Mr. [redacted] made a request to cancel service and removed my information off of the account at that time. He again, spoke to Viastat in December and disputed the ongoing charges to his account. Viastat has been billing him, not me and he was told that they canceled his service. Sincerely, Jeanne ***

Thank you for bringing Ms [redacted] ’s complaint to ViaSat’s attentionWe apologize for any confusion or frustration this situation may have caused Our records show Ms [redacted] purchased ViaSat’s WildBlue Value service plan on April 22, The data usage on ViaSat’s WildBlue service plans are measured over a rolling day period, meaning that full service is restored to customers when their data usage from the prior days falls below 70% for both their download and upload usage thresholds. 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 and it is also available at [redacted] . Pursuant to the Data Allowance Policy, speeds may be slowed or restricted for a period of time when customers use their entire monthly system usage. 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 equipment. Programs that are running in the background, the router, and day-to-day activity can also affect speedsThe 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 filesCurrently, Ms [redacted] has used GB of her download usage and GB of her upload usageOn November 2, 2016, Ms [redacted] was offered to upgrade her services to a plan that would better suit her needs; however, she declined this offer We apologize for any frustration Ms [redacted] may have experiencedShould Ms [redacted] need further assistance, please have her contact ViaSat’s 24-hour Customer Service at ###-###-#### Thank you for the opportunity to respond

Thank you for bringing Ms***’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 September 21, and available at [redacted] We apologize if Ms [redacted] feels these points were not communicated to her satisfaction ViaSat does not offer a day trial periodAt the time of installation the technician will have the customer sign a 24- month agreement in order to have the service activatedViaSat understands that the service was not meeting Ms***’s needs or expectations so it was cancelled days after installationIn order to arrive at a resolution and due to the length of time the service was installed, ViaSat has agreed to issue back a full refund of $Ms [redacted] was issued a refund of $on September 29, which she should have received by nowThe second half of the refund was issued today October 6, and Ms [redacted] should receive that within 3-business days Thank you for allowing ViaSat the opportunity to respondTell us why here

Thank you for bringing Mr [redacted] response to ViaSat’s attentionWe apologize that Mr [redacted] has not received the follphone callViaSat is going to folldirectly with the agent that is handling this issue and make sure they reach out directly to Mr [redacted] ASAPViaSat will have their Exede Experts follwith Mr [redacted] as wellViaSat does record all calls for quality assurance purposes but unfortunately these are not available for Mr [redacted] viewing Thank you for allowing ViaSat the opportunity to respond

Complaint: [redacted] I am rejecting this response because: As we told them in several conversations we wanted it disconnectedI was told the last time it had been disconnectedthey need to listen to the taped conversation and they will see I have been trying to get it disconnectedthey know I have unplugged the modem as they can tell there has been no single come through since we talked to them the second timeI was told part of the data used was when they tested the system several timesI am not paying anything else and would like my money returnedI will not try to call and get it disconnected as I have already did this several timesthis is the worst service I have ever had and the worst company I have ever tried to deal with Sincerely, [redacted] ***