E. of Three Rivers CA (12/02/08) We've had multiple problems with WildBlue similar to other complaints on this website, including rehearsed responses and rude representatives. Aside from this, a few months ago we became deeply concerned about an apparent disparity between the bandwidth usage shown by WildBlue for our account and our actual usage which is relatively small. So we monitored our daily, weekly and monthly usage in detail. We determined the actual byte content of each website download during the day, arrived at a total byte usage for that day, for the week and for the month. It appears that WildBlue may be substantially exaggerating customer bandwidth usage on the individual customer meter to prevent customers from receiving the full benefit of bandwidth usage guaranteed under their advertising. Accordingly we have filed a detailed complaint with the Federal Communications Commission and the Federal Trade Commission.
How to place an economic value on lost bandwidth usage for one customer, not to speak of all WildBlue customers collectively. What about the pressure and stress from enforcement of the Fair Access Policy if in fact the WildBlue system is depriving customers of fair access by covertly inflating the usage statistics.
Carol of Crawley, WV November 27, 2008
Carol of Crawley WV (11/27/08) I purchased their satelite internet service in May of 2007 on a one year contract. After May of 2008, my account went to a month to month payment method. In July of 2008, they took the last payment method that I used (a credit card) and used it, which put my cc over the limit, with fees. They offered no restitution for this. I argued with them telling them that I did not authorize this cc to be used, to refund my money, they refused. I just checked my bank account and they took November's payment out of my checking account, taking my last 50.00. I again called them and they refused to return the money to my account. I explained to them once again that I do not have a contract with them and was on a month to month payment with them. They still refused to give me my money back. I dont think that it is legal to keep my banking information on file and use it whenever they want to.
Greg of Nashville, TN November 25, 2008
Greg of Nashville TN (11/25/08) Wildblue plainly mis-advertises its speeds represented in different packages in different price categories for internet connectivity. From day 1, I have never been anywhere near the speeds I have paid for. Technicians and engineers have stated there is nothing wrong with my connectivity, blaming the issues on a brand new computer, and even psychologically, its only me thinking so...Other subscribers on the company's FORUM page have also shared their stories of unsatisfactory service levels, AS WELL AS OTHER MEMBERS IN TENNESSEE, that are at the same speed levels that I consistently get. Perhaps they have TOO MANY people on this satellite?
Technicians, tech support, and engineers like to pass the buck off to the customer when its not always the customer's issue. I have spoke with the CEO,Ken, several times, and although he has had his people try and trouble shoot the problem, the issues remain the same. If I was the ONLY one voicing issues about speed levels and the ability to surf the internet at reasonable speeds, that might be a different issue, but I'm not. I even did an upgrade to my service to prove whether or not my service levels would increase. While they did to a certain extent, no where near the advertised levels. However, my speed was DEFINATELY better than that of dial-up service, and even though I was not getting near the level of service I was. My upgrade was to their SELECT 1mbps service (20 extra a month). Still receiving speeds below 300K in the evening, and rarely over 700 in the early day.
Many people in this specic area that this satellite covers complain of the same issues, repeatedly. However, it appears Wildblue never seems to do anything about it. Its a plain rip-off to upgrade, charge you more, but not see any significant increase in web surf speeds or downloading... It must be really frustrating for a CEO to have to handle customer complaints all day from so many unhappy people. When I asked for a credit for some of the times I could barely get online, that was denied, and the CEO told me UNFORTUNATELY THAT DOES NOT WORK FOR US.....There you do, they do what works FOR THEM......Obviously not for their paying customers. I have blocked my credit card payments, and have told them to remove the equipment from my property.
Laurel of Iron Station, NC November 25, 2008
Laurel of Iron Station NC (11/25/08) Almost a year ago, I contacted Wildblue Communications to inquire about service in my area. They said they would need to send someone out to see if the service would work at our location. In order to have someone come out, they required me to fill out a form which asked for payment info. We decided to NOT go with their company, called back to cancel the appointment and I specifically asked them about the form I had turned in. I was told not to worry about it.
Recently, I received an email from them stating they had debited my acct. for equipment not returned. I NEVER received equipment, service or onsite visit from their company. I contacted customer service - it took me an entire day of phone calls to get through. I finally spoke to a human and was told I was billed in error and it would take 7-10 business days to receive a refund. I phoned them on 11/7 and as of 11/25 they have still not refunded my money. I have since reported them to the BBB. My question is...how long will this be allowed to continue? This is a scam!
Their error caused an overdraft on my account. I am trying to recover that money as well. Basically, this caused a financial hardship for my family of five. It literaly took food out of our mouths that week. The holidays are around the corner and this effectively takes half of my Christmas bonus. Not to mention the time I have invested in trying to recover the stolen money.
Mike of Freeport, OH November 24, 2008
Mike of Freeport OH (11/24/08) I signed up for WildBlue's 1.5Mb Package in July '08. Everything was great for the first 6 weeks or so; 1.3 - 1.5Mb/sec downloads with consistency. BUT THEN...little by little... the speed started to drop-off.
By the end of October, the speed was down to 350kb/sec on the best of days. As I write this, just before Thanksgiving, the speed is down to 250kb - 275kb/sec. At this rate, I'll be receiving the equivalent of dial-up service by Christmas.
I contacted WB tonight through an on-line Chat Representative. Sadly, I can confirm that what everyone else has previously described regarding WB's customer service is true. I received the same canned answers that everyone else seems to get when they call... 'unplug the modem or maybe a 95.00 service call is needed. Basically, I was told me to call 1-866-945-3258 since they couldn't help me on-line.
In reading others' complaints regarding satellite internet service issues, I recall that one guy reported that he did get his speed issue resolved by hounding the hell out of the company until they changed his settings internally. (I think he had a business-level package, however.)He wrote that the service suddenly began running as it was advertised. This tells me that there is something fishy about WB and I most strongly suspect that WB has an unwritten policy to cut subscribers' service speeds way down after they have trapped them into a long contract thus freeing up bandwidth for new subscribers (victims) to be lured in to the WB trap.
My advice to anyone thinking about WB is to avoid making the same mistake the rest of us have made. I don't know if HugesNet is any better, but from what I've seen with WB, they can't be much worse.
90.00 a month + 2-year contract = 25% delivery of advertised internet service.
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