Kerry of East Canton OH (09/13/08) I had Wild Blue installed in October 2007. Right from the start it was horrible. Very slow, I'm paing for 1.5 MBPS, and was getting 100k, WHEN it was ever working. Whenever you call the help center, you get foreign sounding people sometimes, who have a hard time understanding you. They have you unplug and plug in the modem even if you tell them you've done that over and over. Finally sent a replacement modem. Worked for a little bit then began to go down. Called and had a service tech come out, and they charged me a service call. Tech adjusted the dish and it worked for a couple of weeks and then began to be down again 80% of the time.
Had another service rep come out, adjusted the dish again and replaced the tria lenses on the dish. Worked for a few more weeks, then same thing again. This time they sent out a field manager, and when he checked in over the phone, I heard the person on the other end asking him if there was even anything wrong with it. I suppose they peg you as a troublemaker if you call in repeatedly. This manager, Ryan, recommended a total reinstall. 2 weeks later (without service), another repairman came and installed the dish on a pole in the yard, instead of the roof and put in new modem and wiring. It has worked pretty well since then, except when there are storms near Texas.
I was told by one of the phone reps that their routing company is in Texas, and from there up to the satellite. While they did get it eventually working, it was about 9 months of the WORST living hell I have ever been through with any company I have ever dealt with. As soon as DSL or cable is available out where I live, I'm dropping Wild Blue immediately. I saw one of my neighbors down the street one day out in the driveway talking to Wild Blue installers and when I stopped and talked to her, she was having the same exact problems.
Mike of Golden, CO September 12, 2008
Mike of Golden CO (09/12/08) We had the satellite service installed. It has been down almost as much as it has been working. We pay for the highest speed possible but have never received anything close to what was promised. Now we were informed that our speed has been reduced because we exceeded their fair access policy. We were not made aware of this policy when we signed up. They want to charge us to cancel.
300 equipment charge, 150 installation charge, 2 years service at 80/MONTH = 2,370.00
Shirley of Franklin, GA September 9, 2008
Shirley of Franklin GA (09/09/08) I have had WB since July 14 2008 thru Direct TV in Atlanta Ga. A DTV/WB Trouble shooting Rep came out and checked my set up and computer thru WB's System. They said altho; I am paying for premium MPBS speed thru DTV/WB. I was not getting it due to WB blocking me. I think this should be ILLEGAL!
I was informed that they do it to ALL their customers beacuse their sattelite's cannot handle all the customers not because of bandwith misuse as WB claims! But it is a good excuse for the FCC! I pay DTV over 60(reduced for 5 more months) for 1.5 mpbs. DTVWB says I am getting about 40-60 MPBS!
I am on a Fixed Income. I don't appreciate being taken advantage of! There are others out there that this is happening to and It needs stopped!
Marci of Fariplay, CO September 9, 2008
Marci of Fariplay CO (09/09/08) I canceled Our Wild Blue service June 26 2008. I told them that we were no longer in need of the service. they said fine it would be canceled. I noticed in august that i had been in fact been charged by Wild Blue for July and August service...even tho i canceled it in june.
I called Wild Blue immediately. They said the cancellation did not get processed fully(whatever that means) that i would see a refund on my credit card in 7-10 days. I waited just over a week. NO refund. I called again. Was told yes 7-10 days but that is business days so i would see it the beginning of the next week.
IT is now Sept. 8, 2008. I called again after not seeing a refund still. this time i was told that my cancellation just went through on sept 3! I immediately asked fro a supervisor. He says that tho i did call in june and august that the cancellation just went through and that i would see a refund in 10-14 days (before it was 7-10) from Sept. 3rd. I told him that i was appalled that financially this has put me in a bind and that waiting this long for a refund was unacceptable.
I also mentioned that my coworker who is a lawyer said i should file legal action. at that he said he would expedite my refund and i would see it in 10-14 days ( note he already told me 10-14 days)i said so expedited its still 10-14 days? he says yes. i asked why it took so long for my account to cancel after i called in june and august. he said he didnt know all the process of canceling an account but that there were many steps and that it didnt happen over night. i responded by saying Really? because when i canceled my cable it is canceled immediately and i dont get another bill and when i canceled my home phone it was canceled immediately and when i canceled my cell phone it was turned off immediately and when i have canceled other internet services they all have been canceled immediately...why is it your company is so different from everyone else? Why i sit Wild Blue is not capable of doing what very otehr company is capable of? He had no response. i am still waiting to see if i will get my money back. and am fearful that i will see a charge for sept on my next credit card statement.
funds taken off credit card..not reimbursing funds in a timely manner...possibly not going to see refund at all...
Melodie of Watsonville, CA August 30, 2008
Melodie of Watsonville CA (08/30/08) We've been Wild Blue Customers for 13 months and have had multiple issues with the service. First there is no way the speed is as fast as they say. Second the service is down for no reason at least once or twice per month and when I call the support line they just tell you to do the same old thing. unplug the modem wait 2 minutes then plug it back in. I am resigned to accept that I just have to wait a day and try again. Last month my service went from the usual slow to a snail's pace and I phoned and was informed that I went over my limit of downloads and was being penalized with slow speed for the rest of the month unless I upgraded.
I got snaked into signing up for the next upgrade to 70 per month and then they said that I might not get my speed back up for a month to which I got very very upset and they somehow managed to get it back up somewhat. Shortly after that the service stopped altogether and I was told that a service person would be out, but before I would get a service call I had to pay 95 for the call and then whatever the cost of replacement parts would be. I asked them what a modem might cost and was informed that it could be more than 200. They offered me an alternative service agreement plan of 119 with parts included if I signed up for another year and fearful of needing tp replace the modem I took this route.
Now I feel like a real idiot as I'm stuck with this lousy service for another year! I really want to quit this service. They have never provided the service that they advertise. I was never able to use the web mail program. They assigned me a password and and then another password and I am unable to sign into the wild blue website. I have tried and tried to upload the optimizer and because my speed is too slow it doesn't work. I want out and I want help getting out without having to pay for the rest of the year.
I am out the 300 for the equipment and the extra 30. I pay per month for a separate email account for the last 13 months. Besides the hardship this is to my husband who relies on the web for his business. We can't even open up his website and we can open it up everywhere else!
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