Sharon of Moreland GA (09/14/08) I contracted with Wild Blue through DirecTV in Atlanta, GA. The equipment was delivered,and an installation date set. I took off from work in order to be home for the installation, which was supposed to be between 8 AM and 12PM. At 10;15 AM the morning the installation was supposed to occur, I received a call stating that they were cancelling the installation because they didn't have anything else going on in my area. I was furious, and contacted the installation company, who basically told me tough. I contacted DirecTV, and they also contacted the installation company, and got the same response.
A new date was set for the installation. The day before the new installation date, I received another phone call stating they they were changing the installation company for me, and so they wouldn't be out the next day, but would install it on Saturday between 8AM and 12PM. No show again. At 1PM on Saturday, I contacted the installation department, who had the technical call me. He said he would be there between 5PM and 7PM. Again a no show. At 7PM, I called DirecTV, who imeediately transferred me to a department that handles nothing but complaints about Wild Blue.
While I was on the phone with them, the woman I was talking to told me they had just received the installation cancellation notice from the installation company. At that point I told her I no longer wanted the service, and she told me what to do to get the equipment returned and said they would refund the money I was charged for the equipment on my credit card. I have disputed the charge anyway, just in case. DirecTV was very nice about the whole thing, but apparenly they are getting a log of complaints about Wild Blue. After reading some of the comments here, I'm glad I cancelled the service.
Loss of time from work. Frustration.
Kerry of East Canton, OH September 13, 2008
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...
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