Complain about a product or service

Wild Blue Satellite Broadband

Michael of Lovelock, NV May 3, 2009

On 2/20/2009 I ordered WildBlue Internet service. They assured me my out of pocket total expense would be 120.00. 99.95 for the service and the shipping of the FREE Equipment.

I got the equipment right away. IT sat in the box for 3 weeks waiting for someone to come out and set it up. They would not allow me to install the dish myself. When the guy finally showed up to install the dish I was forced to pay him 150.00 to put a piece of 10.00 pipe in the dirt and attach the dish to it. Because we live in a mobile home they wouldn't allow the attachment of their dish to it. My father is a general contractor. There was absolutely no reason we couldn't have done this. We have a light pole next to the mobile that could have been used but they wouldn't allow that either.

THis was not necessary. This mobile is on a permenent foundation. No axles..Couldn't just up and move it. Next the speed of their service isn't very fast. It barely works faster than dial up. Roughtly 500.00 later we can't use their service because we have been told we have used up all our bandwith downloading updates that are required for our computer's security. Regular safety updates needed to keep the computer running correctly. We don't download music, we download movies. I can't get out of this contract and we can't use them either. The lied about how much we would be paying out of pocket up front. They lied about how much faster it would be and they lied about 24 hour unlimited useage.

We even turn our computer off at night and shut down the modem to save power. Yet they say we have used up our alloted service usage. I have been reading on the internet all the people they have done this too. I just wish I would have explored this before we contracted with them. They want you to pay for the more expensive service so you can have unlimited service. But I would be afraid they would do the same thing with the more expensive service too.

This isn't right and it is unfair tactics to get you to use their service. They continue to charge me for the monthly service but said they didn't know when I would be allowed to use the service again. It could be a day, a week or a month. There is something not right about that. When I asked them why they couldn't tell me that they said it had to do with the new month useage. WHAT!!!!! They have all ready charged my account for a new month but said the useage doesn't change with that. when does the useage change. They couldn't tell me.

These people are using unfair business practices against all their customers. They sent a virus protection program that had to be installed before they would install our service but it was outdated and I had to UPDATE it which used up our service. I hope someone starts an investagation on these people they are scaming the public. Go online and write in wildblue scams. I have to use dial up most of the time now what good is their service. I am paying for dial up and them. Not much difference in the speed.

Eileen of Hampton, VA April 24, 2009

My husband ordered service last August. Company has been charging our bank acct. since. I called to let them know my husband died on Feb.26th and they should stop using our joint acct. only to be told we never paid anything (over 400)to date and we owed more than 300. I have copies of all my bank statements and wish to report them to all interested agencies. They also said we were supposed to pay 79.95 monthly instead of the 49.95 agreed to by my husband. They made no effort to find out who or what was drafting my acct. I finally told them to cancel, hung up the phone and tore the modem out. I'm going back to dialup which worked better anyway.

Heather of Orangeville, IL April 24, 2009

A HUGE misrepresentation of the service I would receive. I had WildBlue installed on April 14th and after 6 days of minimal internet use, received and email that I had exceeded their Bandwidth usage for the thirty day period. I did an online chat with a service rep & tried to find a solution to this problem. I later called customer service & tried to get more help. Two days later, I received another email stating that my service would be "slowed down" due to my overusage. The package I selected is described by their comapny as: "IDEAL for FREQUENT email use, HEAVY web surfing, music downloads, online shopping & photo sharing."

I was also told by the dealer that I purchased the service from, that it would be "extremely hard" to exceed the limits provide with normal internet use. I find it hard to believe that my limits could have been exceeded with little or even "normal" internet use. I have paid 300 to this company for start up and first month fees and can not even use my internet because it is so unbelievably slow after only 9 days with this service. I sometimes can't even get a viable connection. I have since emailed three times with no response & had a second online chat which was terminated because they refused to answer any of my questions to my satisfaction. I was told I would have faster service once my 181% overusage returned to 70%, but wasn't told how to acheive this or how long this would possibly take.

I am scheduled to pay 70 a month for a service I can't use. Their customer service continues to give me the run around. I have contacted my credit card company and all the charges from WildBlue are currently in dispute.

Jess of Duvall, WA April 20, 2009

Jess of Duvall WA (04/20/09)
The got our account mixed up with another person with the same name; different address; different email but could never get it straightened out so we finally quit using them; too much frustration overpayments, no service etc. In march got an email inviting us to give them another try. On March 16 I called and gave them my credit card for 50 to start service up.

1 month later still no service so told them to forget it. April 20 got an email saying the were billing us for 189.19. I called to say no way and found it had already gone through our account. They should be out of business,.

lost of 189.19 from bank account plus days and days of phone calls trying to sort out problems. paid for equipment and can't use it.

Bill of Fairmont Wv, WV April 19, 2009

Bill of Fairmont Wv WV (04/19/09)
ive was misslead from the beginning about this service.when the order was placed for the servive how the threshold limit worked was not explained,the limit was 12000mgb.within a week your service couldnt match netzeros online speed most of the time i couldnt even log on.not until after....the dish was installed and the contract was comitted to was there any socalled fine print to read about this bogus threshold limits effects on the service .

when working the service is fantastic.but the problem is you are not able to use it for very long before you are punished.yes thats the word that was used with me when i spoke to a service rep.which i called serveral times each one had a diffrent stupid story to tell.i was misslead about what to do each time.quote.please sir just unplug your modem and ethernet cable for a couple of days your usage will quickly return if there is no use.quote.im sorry sir but the usage returns !!!!!!30 days after the days usage!!!!!

diable your updates this may help !!!!!dont allow friends or family to have acess to help limt....limit your time to one or two hours a day that may help...and here is the freakin worst well sir if you would !!!!upgrade your service this would help im paying you more for this awful in my opinion service than it worth you get more use of my account than i do yours.i was mislead to spend more money for upgraded service thats never benefited me at all.and if i cant let anyone else in my home on this service other than my dont use it for what you want to because you paid for it self!!!

i dont beleive your threshold is needed at all but only to line your pockets.i know plenty of people who have dsl and i know there service basicly gets to them in the same way its a digital service.but when i have to disable my security service updates just to be able to run your internet a little longer you put my system my faimily at great risk and i have been told to do this by your customer service.

i would not have ever purchased this servive had i know? unfortunately there is no other way for me to have highspeed internet.i do not wish to try and terminate your service.but it would be nice if you practiced what you preach.im talking about fairness...as i have read your becomeing much like aol and some of those other providers.

draw them in secure them then make them pissed off.all said when working you internet is second to none i dont mind paying you what you charge me now for your service.i do expect to have use of your product after all this has been an expensive venture i just would like to have better use of this product.i feel as if im being dictated to being told that i will be punished and the huge kicker that was never told to me before i signed the dotted line we will terminate your service if you proceed to go over your limits so a customer who is only trying to use his paid for right can be shut down and suffer a finacial loss.

because he or she was a bad boy or girl.im at what i was lead to belive in your online article as well as told be your customer service rep who sold me the upgrade service that my package was good for movie ,music.etc.etc downloads please enjoy..well the joke was on me....

Venice of Riverside, CA April 14, 2009

Venice of Riverside CA (04/14/09)
When we signed up for Wildblue we were told they were very fast internet service, they briefly explained the fair access policy but didnt explain exactly how it worked, that if you download two movies and a few music videos your internet access would be slowed down, then we called and asked why, they said well up grade and then it will be faster so we upgraded to their highest level, and didnt download anymore movies, or music. Just did our business, 2 that we are trying to run of our computer. Then we soon found out it was to late, we were penilized for using to much downloads.

We called several times, each time a different empoyee tell us oh you will get the speed soon, then the last person I talked to said, oh sorry you have to wait 30 days, to get your service back to normal. so here I am not able to hardly use my service that I have paid now 140 for the month plus the down payment for equipment and had to pay for installation. Now for waht I havent been able to use the internet now for almost a month now, soon as I get extra money, I want to break the contract, the lied, they decieved us into thinking they had a great service.

Consequencess, is my husband and I cant do my business on the computer my 21 year old college son, cant use the internet to do his school work here at home and our 11yr old daughter and 7 year old son can not also use the internet to do research for ther school projects we have to go to the library, will someone make these people explain to potiential customers about how their internet service will be interupted if they do to many downloads. We spent so much money for what?????? Now we dont have a computer for work or school

John of Warren, TX March 16, 2009

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