Complain about a product or service

Wild Blue Satellite Broadband

Deb of Somerset, WI August 14, 2009

We signed up for the highest package speed available over a year ago. The service is unbelievably slow. In fact, it is comparable to dial-up. The guaranteed upload speeds are NEVER reached. Whenever we call to complain, they blame our computer or any other reason other than their service. This argument doesn't work, however, since my laptop works extraordinarily well when on any other network and has no speed issues. They will also argue that the internet speed test isn't valid even though it is the site they recommended. During the summer, evenings or weekends, it becomes impossible to use internet since it is too slow to even load a webpage. Videos are always impossible. Murray, the person in charge of the WildBlue service with St. Croix Electric, is rude and argumentative. I have given up trying but will cancel this service the second my two year contract is complete.

William of Marion Station, MD August 12, 2009

Invalid billing for Wild Blue equipment. I was billed for a modem and Tria that I returned to Wild Blue following their packaging and shipping instructions. I received a billing notice for the returned items via email and started my quest to have the billing removed. The effort to remove the billing seems to be useless against Dish Network's billing system. I didn't record my first call but all of the calls I made followed pretty much the same scenario. BE SURE TO RECORD ALL CONVERSATION AND MAKE COPIES OF UPS TRACKING INFORMATION!

I would describe my problem, recite the UPS tracking number, get transferred to another operator (supposedly a supervisor) who would acknowledge that indeed the items have been returned and received by Scott on the dock at the Wild Blue facility in Englewood CO. I would then receive assurances that the billing would be removed and I would have no further worries.

I'm a skeptic so I would call several days later and go through the automated phone menu to see if indeed the billing had been removed. It has never changed. This process started late June 2009 and continues to today 12 Aug 2009. The last call being made only an hour ago and with a total of 5 calls so far. I'm hopeful but it looks like I have a new job. Each session has cost me about 1 hour.

My Wild Blue service was mediocre but serviceable. The reason I cancelled after my contract was up was because Wild Blue couldn’t accommodate suspending my service while I am away from home for 3 or 4 months at a time. They insisted that I would need to continue paying my entire bill for those periods of non use or cancel my subscription and re-install it at my expense when I return.

I love living in rural America but I couldn't justify the costs that Wild Blue imposes on folks like me so I switched to Hughes Net where I was promised that I could suspend my service while deployed.

Linda of Sidney, OH August 7, 2009

They are misleading in their advertising of high speed internet service. I bought the most expensive package and download very little. Your speeds are slowed down slower than dial up. It was never as they say 30 times faster than dial up and it costs 80 a month and over 400 to cancel it. It is a rip off.

Charles of Montello, NV July 27, 2009

WILD BLUE SATELLITE COMPLAINT We pay Wild Blue 50 per month and purchased the equipment for Wild Blue Satellite internet service that is sub-standard or non-existent. I cannot use You Tube because the system buffers. We are not allowed access to downloading, streaming, or watching videos. They turn OFF my service. We are allowed Yahoo email but that takes up to 48 minutes to load. Trying to download a seven (7) page PDF file on my new blood monitoring machine took over 30 minutes. It was downloading at 7 K. My neighbor pays 80 for their Wild Blue Service and they have the same speed issues.

When we called the provider, they said we using to much band width. Also, we just lose connetion to the satellite service for verying lenghts of times throughout the day, and the provider will NOT re-aligen the dish (which HAS NEVER BEEN DONE in THREE YEARS) without a 100 service call charge. DO NOT purchase or enroll in Wild Blue Internet. We had FREE internet service in Utah that was faster than Wild Blue internet.

Vanessa of El Paso, TX July 27, 2009

The customer service of this company is dishonest. I called to cancel, because I was paying 89.0 for a service that is slow and worthless. In order to cancel you have to pay 15.0 for every month you owe, in my case 6 months (75.0). I even cancel before the next cycle.

Last night, I checked my bank account and to my surprise I was charge an extra 117.28. I called this morning and the guy over the phone said the company added 7 months extra to my contract, because I called in January to upgrade (by the way they never told me). But still, when you cancel they can't charge you those extra months. End of the story is the customer representative was trying to pay me only 90.0 of those 117.28.

I kept asking why and fought for it. Thern he said that he would give me 105.00. I said that wasn't good enough because I was still loosing money. Then finally he said I didn't understand him, (which is BS)and that the 12.0 where taxes but he would give them to me. It was clear that he was trying to make accept a lesser amount instead of just giving me full refund from the start.

The customer service is terrible they either don't know what they are doing or simply they know and they want to get away with your money. I would not reccommend their service. If in 2 weeks I do not receive the money I will put a complaint with the BBB.

Heidi of Stanwood, MI July 25, 2009

Awful internet service with Wild Blue. So many incidences to explain. Quick review: Dishonest. Extremely poor tech support. Very slow response to your issues. Low quality technology. Do your DD and check them out, they are poorly rated from many sites...you will regret it. Expensive on top of it.

Heather of Welch, OK July 21, 2009

I have had Wild Blue for one year. I am currently getting ready to move to a new home. When I called WB they wanted me to pay 179.00 to have my service moved and sign a new 2 year contract. I explained I was just now 1 year into my contract and I only paid 120.00 for the original instilation fee. Why should I pay again if I am only one year into contract. The agent said I could contact a local agent and possibly get it cheaper. But gave me no real direction. I was not happy at all with my customer service and being that I am in college online I need service in 2 days when I move. I do not recccomend WB.

Ann of Newberg, OR July 20, 2009

I cancelled my Wildblue Service and they continued to bill me. Said the cancellation didn't go through. After a lengthy battle I finally go a refund for that part. I sent back their modem for which I was supposed to receive a 50. credit. Used their packaging. It was received in Lousiville, KY 2/19/09. It's July and I've received no contact from them at all. I've tried contacting them to no avail.

Patrick of Joshua Tree , CA July 17, 2009

1. Was told that the installation, receiver and dish would cost 99.95. No other charges would be added unless the installers need to do a special installation for the dish. Not special installation was necessary, but I was charged an additional 24.95 for the shipping cost of the dish. This was cost was never mentioned.

2. Call customer service and you get representatives who immediately are disrespectful and give you a bad attitude. This makes you respond in kind. Was hung up on three times and twice had to get a superviser. The "superviser", just said how sorry he was that they "had" to charge me for shipping and how that my installers explained that to me. Well the installers never mentioned shipping. Since I am obviously getting no where with the superviser, I ask for his superviser. I am told that he is the highest authority, he is the "floor manager". This of course is a load of junk,I tell him that, and he says I have to write to the corporate office. This has to be a bunch of junk, because there is no way corporate doesn't have e-mail or phones. So you can not resolve issues.

3. When you set up your account the installers tell you that you must provide a credit card account. The ten tell you after you get the account setup, you can change your information. You can change your account information, but you have to provide wildblue with the new credit card number or bank and routing number through customer service or their website. They (wildblue customer service) set up your account user name and password so that you can view your bill. In order to do this, now wildblue has critical banking information, you account user name and password, and you personal information..ie Name, address.

I told custonmer service I was not comfortable with them having this information and that I wanted to set up my own user name and access, and they explained that they are the only ones who can do this. I do not see how wildblue can do this. I do not remeber signing an agreement with them allowing them this access. The agreement I did sign was not explained to me in this way. When their (wild blue's) customer service is question about this, the superviser I was speaking with tried to assure me that no one at wild blue could view my banking or credit card information. Only the system had it. I informed him that if he believe that he was fool of shit and that if they have my information, of course someone can access it.

4. The connection is ssssslllllowww!!! as on of my favorite redneck standup comedians would say. The connection is very slow. When they installed my service it took the installers 4 to 5 hours to get it working. The reason it took so long is they had wires crossed. I still marked them high on their installation because they worked their butts off to get it up and never quit. I am a Marine, so I can appreciate their tenacity. The service I have is not a marked improvement from a dial up connection. I understand I don't have their premium service, but I really expected it to be much faster. I frequently have pages time out and lose connectivity. I have not contacted technical support, as I have been advised that they charge 95.00 minimum for a service call. I am going to try to call and see if they will come out for free, but I doubt it, and I refuse to pay some tech 95 to move the azmith and elevation on the dsh to get the satellite in better. I could do that myself given the correct satellite coordinates and information.

Victoria of Ojai, CA July 7, 2009

Wildblue is lobbying for your tax dollars to be spent for putting satelite internet everywhere as the new administration is intending to do. Do yourself a favor and write to the Federal Trade Commission as well as Washington DC and inform them of how terrible your service truly is. I intend to do this myself. After struggling with this company for the last 6 months, it's time to get serious about the following issues: breach of contract, so-called fair access policy, truth in adverising per the gov's laws.

I have been using dial-up (modem & system is not even plugged in) and I am still showing bandwidth usage via WildBlue. Mind you the satellite is DEAD...no power whatsoever. This company needs a class action suit really bad. It shouldn't be too difficult to prove that their service is non-existent. Please take the time to complain to the FTC, your state attorney general, local politicians in your area, and DC. Vent your frustration in a place where it will do some good. Charged for services NOT rendered, stuck with a 2 year contract that does not comply with contracted services.

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