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!
Mike of Gleason, TN August 22, 2008
Mike of Gleason TN (08/22/08) This is one of those multi-corporation screw-ups but I contribute the blame on Wildblue in the end. Background: I live in a 'mobile' home that has been professionally installed (4 years ago) on a concrete foundation with multiple tie-downs. Along side and attached to the house is an antenna tower (professionally installed) embedded in cement also. On this tower are multiple antennas including a Direct TV Television Dish along with a Hughes Satellite Internet Dish.
I entered into a contract with Direct TV for them to supply Satellite Internet service on/or about August 7, 2008. Direct TV gave me the phone number of WildBlue to call when I received the equipment, which I was to call for an installation date. I received the equipment and made the appointment on/or about August 13, 2008 for August 21, 2008. During the conservations with the various contacts (DirectTV, Wildblue) I specifically made the point that I wanted the new dish installed on my existing tower.
Complaint: On August 21, 2008 2 men showed up in a car with a magnetic sign on the side that stated they represented DirectTV. They looked at my house and tower and immediately stated that Wildblue ...did not allow them to attach the dish to a 'mobile' home nor install it on any 'existing customer mast or tower'.... They ...only were allowed to install it on their own installed pole which they were going to have to install in my yard at an additional charge to me.
The location they picked for their pole was 5 feet from my antenna tower (a triangular arrangements of wielded steel pipes that can be climbed). I refused the additional charges and, after connecting me to a lady on the phone that knew nothing of the situation, they left. Since then I have informed DirectTV that I was canceling this installation and related how upset I am over this situation as I feel this is a 'bait and switch' or at least a scam to 'collect additional money from the mark' game that is being run against rural people like me.
lots of time and aggravation plus I have to put up with Hughes for a time longer
Georgia of St. Cloud, MN August 14, 2008
Georgia of St. Cloud, MN (08/14/08) Went to lawyer with my contract. Slowing down internet service to a crawl while paying premium prices may be kosher, but taking snapshots of the actual speed methodically proved Wildblue breached their own Fair Access Policy. Wildblue sold my outstanding bill to a collection agency, that gave up on me after 3 months. I am out over 900 .
The Big blue dish makes a great snowsled.
Randy of Fort Valley, GA August 13, 2008
Randy of Fort Valley, GA (08/13/08) Had a storm go through our area on July 22nd 08 and the modem lights when out. I called the customer service for Wild Blue on the following day and spent 30 minutes on the phone. I was told a replacement modem would be shipped to my house Via UPS and a return label would be provided to return to other modem.
After 8 days of waiting for the UPS man, I called Wild Blue to find out what happened to my modem. I was told the paperwork that their customer service rep did was not completed. I told the rep on the phone that it was not my fault that their own employee messed up the paperwork and I needed the modem expeditied to my home for my business. The rep did the paperwork again and promised to rush it out and I would have it by Friday. Friday came and no UPS man.
I called Wild Blue again and found out the paperwork was still incomplete. This time I was completely frustrated and asked to speak to a manager. After being on hold for 20 minutes a manager (supposably) picked up the line and I told them the problem and how they failed to send me a new modem. The supervisor was rude and told me they would not send me a replacement modem until I agreed to pay 189 dollars for the modem and 89 dollars for the service call. I was never told this prior and when I told the supervisor that the technician told me not to plug the modem into a surge protector because the modem has one built in, she said it was not covered due to storms.
I stated over and over again that I needed my service repaired as now I had been without service for nearly 2 weeks and told them to bill me. Today is August 13th and still I have no service, 23 days later. They keep telling me a service call will take place and they have no openings until September.
I have told them that my case should be priority since I have been waiting for 23 days and have been a customer for 15 months paying for the premium service. I know the problem is they do not want to service the customer when they have installs lined up because once they hook you up you are locked into a 15 month contract.
This is the worse service I have ever dealt with in my 45 years of life. No one has called me back as promised and each time I call, I have to start from the beginning and tell the whole story again.
Rick of Linden, VA August 8, 2008
Rick of Linden, VA (08/08/08) I have had Wild Blue for over 2.5 years. They keep deducting the monthly fee from my credit card and I have not had service since May. I have called several times each week to schedule a service call, spent at least 45 minutes on the phone each time and all I get are empty promises. I have spent over 30 hours on this issue already.
I have gotten angry, cried and I am totally frustrated. I can't imagine how a company can do business like this as I have never had an experience like this in my life. And I still don't have internet service and I am dependent on it for my business.
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