Complain about a product or service

Wild Blue Satellite Broadband

Doraine of Arkport, NY January 5, 2010

I received an e-mail from Wild Blue Satellite. I thought ok I will try them since I can't get any other but dial up. I called to see about getting the Satellite. My order date was 7/22/08.I paid 199.00 for their service and was told the installation was free and a service guy will come out on a certain day. The day came for the service guy and no one showed up.

I called Wild Blue and was told the service guy was very busy and he will be out to my resident. Still no one showed up. I called back and was told that he went on his vacation that he called me and gave me a date to come out, I told them no one called me about any vacation. After his vacation finally after all the calls and complaints to Wild Blue, on 9/2/08 the service guy came out and he told me after he installed the pole and hooked up the their modem and moved my direct TV satellite on a pole with out my permission, he said the balance is: 150.00 for the pole mount, 150.00 for the wireless router and 100.00 for the pole for the Direct TV.

Now mind you I already had Direct TV set up from years ago and had worked fine. He had no permission to move my Direct TV dish on another pole. The wire is laying on the ground underneath my trailer from the wall outside of my office, not happy with that. The total amount he charged me was 432.00. I was furious!

I called Wild Blue and asked why am I being charged? I thought this was a free set up? The lady said they have nothing to do with the set up. Ok so I was charged a total of 632.00 for Wild Blue Satellite. The Internet service was some what good for some time then I started noticing it was slowing up.

Now it's Jan. 5th 2010 and I've called several times to find out why my internet is shut down. Since Nov.09 I've had Internet 2 weeks and the other times it's been blocked. I've called again and was told I'm downloading to much.I've said to the lady I don't download other than my updates or my virus protection is automatic.. so their policy is you can't use more than 70% or they shut you down. I wasn't told this nor did I sign any paper work.

I've had nothing but problems with these people. I don't recommend anyone to Wild Blue. Stay away from Wild Blue, they rip you off. Not being able to use my Internet on a regular basis. Being lied to from Wild Blue Satellite.Their line is laying on the ground. My Direct TV satellite dish was moved with out permission.

Cathy of Ivel, KY January 5, 2010

On December 8th, 2009, I called Wild Blue to inquire about their high speed internet services after researching them on the web. Everything sounded great, I compared them to HughesNet. Of course, Harry of Wild Blue assured me of how much better and cheaper they were than HughesNet and they had unlimited internet access with no contract, unlike HughesNet. I also informed Harry that this was a Christmas gift and that I needed it installed by Christmas, which he stated that it would not be a problem that there services are installed within 10 days of ordering.

I then ordered their services with order number 64641 and was told that I would have an installer contact me within 24 to 48 hours. After 48 hours, no one had called so I called them back and was then told again that an installer would call within 24 to 48 hours. I explained that I was already told that 2 days ago and that I needed this installed by Christmas. They did have an installer call me that day, which was December 10th, 2009 and also the day that I received the equipment from them by UPS. The installer set a date to install for December 22nd, 2009 and I agreed.

On December 22nd, 2009, the installer called and cancelled due to the weather, I was disappointed but totally understood since there was a foot of snow where this installation company was located. I was told that they would call back in a couple of days to re-schedule. Well, finally on December 28th, 2009, I contacted the installation company and inquired about an installation date and was told that it was a short week & that it would be after the first of the year before installation, again disappointed.

Called Wild Blue installation Dept. on December 29th, 2009 and asked them if they could get me an installation date from this company, after several excuses, I told them that I would cancel this order if I could not received an installation date, of course, I was told how wonderful their service was and I explained that it did not matter how great they were if I could not get their equipment installed. I was then offered a 20.00 dollar gift card and 1 month of free service if I would agree to wait for installation, I agreed reluctantly. I received another installation date for 01-04-2010.

On 01-03-2010, I received a confirmation call for installation, I was so excited. Then the next morning, 01-04-2010, I receive a call to cancel my installation - it was too cold- I was very upset. I told them that it was winter and that it would remain cold til spring and that I was no longer waiting and that I was tired of arguing for installation and tired of calling them and getting a run-around.

I told them to cancel my order, again I was told how great their services were and that in the rural area that I live in that I had no other choice but them. I told them that I could call HughesNet or keep my dial up - it may not be fast but at least it worked. They totally downed HughesNet and kinda laughed about my dial up and said that they were all that was available to me. So, I got ticked off and told them to cancel my order and that I wanted to file a complaint. I was then told of what all I would have to do about sending their equipment back if I cancelled, I cancelled anyway and was put on hold for someone esle to give me Ups info for returning the equipment, then they hung up on me, which I called back and the smae thing, I ended up calling back 4 different times and being put on hold and hung up on over and over. When I called again, I asked for the complaint department and was told that my order was cancelled and that I could not file a complaint.

So I called agin to reinstate my order and was told that I could not do that, that I would have to go thru sales again to be reinstated. Sales told me that they could not reinstate my order, that I would have to start over with a new order and that they would send my the equipment again, I told them that I already had their equipment and that it was still in the box, then I was told that I had to send that back and do a new order and they would have to ship the equipment again, by this time I was frustrated and said to forget it that I would not start all over again nor would I go thru another month of hassel with them that I would just call HughesNet.

He explained to me that HughesNet would use the same installers that they do and that it would be the same with them and by the way, their services was no longer available in my area and that they would help me get set up with HughesNet and that if I were to let them contact HughesNet for me it would be cheaper than if I contacrted HughesNet myself. I told him that I did not want their help that I would contact them on my own. I told him to just give my the UPS info for returning their equipment. Of course that was in another department. I explained that I had already been on the phone with several employees there for over an hour and I was tired of their run-around and if they wanted their equipment back then they could contact me with info.

I was then informed that if I did not send it back then I would be charged 300.00 dollars. I told him that I did not care to give it back but if they could not give me the info to send it back then they could deal with it theirselves and was not wasting any more time with them, they knew where the equipment was and they could send UPS there to pick it up, again I was told I would be charged for 300.00 dollars. I told him that I would file a complaint and I would contact the Better Business Bureau. Today is 01/05/2010 and no one ever called with the UPS info.

I did call HughesNet yesterday and signed up with them, I have an installation date of 01/11/2010, I explained to him of how I was treated for the last month by Wild Blue and he assured me that they would not treat me that way. I hope not, but time will tell. Wish me luck with this. Several stressful phone calls. Several migraine headaches. Several lost hours of family time. Disappoint at Christmas.

Robert of Tehachapi, CA December 30, 2009

My son and I were looking for a Internet connection which was faster than Dial Up which we currently have. He found "Wild Blue." He said it looked good and he got permission to use my credit card to order the product. They set up a installation date of January 5, 2010 and a few days ago called and said they could come by Monday, December 28th. They didn't make it and the installer (Phillip D.: Field Support Technician Central Ca-Southern NV, Field Operations.) contacted me and asked if he could come by on Tuesday AM, around 9 AM to do the installation. I said yes. I also asked him how long it would take because I had to be at a Soccer practice at 12:00 Noon. He said no problem, it would only take a few hours.

He did show up (approx) 10:45 AM, we spoke briefly and told him that I needed to go but my son could help him and I would be back in about 2 1/2 hours. Before I got back, my son sent me a text message (1:57 PM) saying we might as well cnx. the service, it was worst than dial up. Since I knew he had to work at 3 PM I told him we'd talk after he got home from work and we could look at the connection. He showed me the service uploading "Facebook" and it took substantially longer than our Dial up service.

I told him that I'd contact the company and went and got the paperwork that was left. The paperwork consisteed of 7 pages of a customer agreement It did give a Job Number of 6009169, A Wild Blue Order Number, a Order Date of 12/14/2009 and an Installation date of 1/5/2010. There was a place for a customer to sign that the Customer and since I wasn't there the Installer told my son to sign the form. my son told him that he was 17 and the Installer said it didn't matter, go ahead and sign.

I was upset with my son. He called WIld Blue at the number provided that is suppose to have 24/7 Live person contact for Tech Support (1-866-) and he got a answering machine. I want to cancel this useless contract which my son set up for 24 months at about 80.00/month, but don't want to get raked over the coals by a company like this.

Not sure how much its going to cost me to cancel this contract, but can only assume that its not going to be cheap. Its hard to take that a company can knowingly have a Minor Sign a completion order on something, and then when they violate their own contract I'm probably going to be held responsible for their not providing what THEY agree to? I also realize that returning their equipment to them at my expense is to be expected and I have no problem with that.

Marc of Gilbert, AZ December 20, 2009

I actually had no complaints with Wildblue's service, as I understood the limitations of the technology and I was happy to have any sort of broadband in my rural area. When I sold my house, I called Wildblue and asked what I would need to do to transfer the equipment to the new owners, who would be setting up a new account account. I was told this was not possible, that they needed to be issued new equipment. Keep in mind that I had purchased the equipment several years ago. I was told that the equipment was mine and I needed to keep it- if I gave it to someone else, it would be useless. They then told me that I could return the modem and receive 50.

Cut to several weeks later. We had left the account active right up until we moved out so we could have internet access. When I called to cancel after I had moved into our new house, I was told that I couldn't return the modem because I had moved and there was no way to send me a return box. (Yes, he actually said there was "no way" to send them.) I offered to send it at my expense, but he refused to give me an address. When I pointed out how ridiculous this was, he said "normally, our customers don't move".

I really don't care about the 50, or else I wouldn't have told the new owners they could have the equipment for free. My concern is that they force their customers to "buy" equipment that instantly becomes useless to anyone but themselves, and then encourage their ex-customers to simply throw the equipment in the landfill when they cancel. There's no reason the equipment couldn't have been left connected at the house and transferred to another account- it was working perfectly. What a horribly wasteful company.

Joel of Ramah, NM December 8, 2009

My download speeds have progressively become slower to the point I am giving up. It now takes several minutes to download ONE song and even then it stops several times, making a download for editing impossible. They promised to take care of the problem but after 5 months nothing has happened unless becoming even slower is the promised change.

James of finger, TN December 5, 2009

I paid 99 for the installation plus 150 to have a pole and a dish put in. They came to my house and put it in on the opposite side of the house of where a previous wild blue dish was. They put the dish straight under the power lines and it is pointing right at my house. I was at work when they installed it. Since I've had wild blue I have had nothing but problems. Within the first 2 to 3 weeks of having the service they claimed I reached there thresh hold. I have called wild blue almost 2-3 times a week from the first day I got there service do to the fact that the internet has been going slower than dial up I pay about 60 a month for slower speeds than dial up. I can browse threw there website with lightning speeds but when it comes to other websites or downloading anything I have to refresh and restart the same downloads at least 2 times when it gets to about 80-90% done.

When I asked there main supervisor for the number to there corporate office they told me they don't have that number and she said she was the highest person in the company I could talk to. I will call one day and they will say yes you do have connectivity problems with a clear, and rain free sky and then the next day all the sudden they say I don't have any connectivity problems. They have been doing that every time they would have to spend money to send a technician out here to move the pole they installed wrong. I went out and bought a 1200-1500 Computer with 2.5ghz dual processor 4g ram and all the whistles and bells and still have the exact same problem as the first computer. I need a reliable internet so I can get a computer business that I have been trying to get going.

I am a US veteran and am having a hard time finding a college that I can do on campus do to me not being able to get online to do the college courses. I am loosing about 1000 a month because of this company. My uncle is loosing money right now while visiting me for the holidays do to the internet problems. He is a computer technician and relies on the internet to make his living and sell and maintain computers. He is loosing customers and has to leave to go home early so his business doesn't go under. Wild blue is suppose to be faster than dial up but I am getting about 5kb a sec download speed. Monday December 7 2009 I will be talking to my lawyer about wild blue do to the fact they are breaking there own contract and ripping everyone off. Also I will be calling Better Business Bureau Monday to register my complaint. After I talk to my lawyer I will be setting up a website to start a petition against wild blue. If anyone has any realistic ideas about the petition or you want to help me get the petition started and up and running quick.

amanda of wadley, AL December 4, 2009

To start off with, why is this company still in business after all the complaints and problems? At the beginning we decided on wildblue because with thought they provided free installation and cheaper, faster internet, plus we couldn't get cable internet where we live. After being charged several fees to activate our account we thought everything was taken care of. When the installation guy set up a date for install we were told for the first time of a 150 dollar pole that was required. Now locked in a two-year contract, and already having paying alot of money, we seemed to have no choice.

Our first modem was bad and our technician also said he'd been going through this problem for a while and didn't have extra modems. Then, he left with our modem telling us he wasn't sure when he could come back. We called and complained when we were charged for a month of service when we didn't have the service yet! After getting a free month of service to "solve our problem", another tech was sent out, this time with a good modem and again we thought everything was fine. then we were shipped another modem for some unknown reason (they weren't even sure why).

After our free time was up, we were charged our month of service and 150 dollars for not returning the modem they had sent!! Now, they have recognized the problem, though they say that they cannot cancel this charge until they send us a return box and we send it back to them. This problem is hard to overlook as it has also caused an overdraft fee with my bank that they may or may not pay whenever they get around to it! On top of this, our speeds are slowing until worse than cable and dial up speeds. This company is a joke and a rip off and if I wasn't stuck in a contract I'd cancel immediately. Money is pretty hard to come by these days and I'd love to be able to spend more of my income on other (and more neccesary) bills and living expenses.

Carolyn of Hibbing, MN November 7, 2009

I researched this internet service to see if it would be able to handle my needs. I have a son who plays hockey and his games are broadcasted on B2 Network. They said the speeds would be enough. I have been fighting them for a year and can't seem to get anywhere. In the meantime I am paying very high prices and stuck with another year of crappy service. Their tech support is terrible. There is no consistancy in speeds. I am so frustrated I am missing my son's hockey games.

George of Albuquerque, NM November 2, 2009

billed on credit dard for ((.(5 2 times only one unit authorized given run around about getting my money of 99.95 refunded

jennifer of northwood, NH October 6, 2009

they charge a 99.95 fee for activation a week before they came out. I had dish TV come out and they said Wild blue would be unable to install and they knew that becuase they also worked for Wild Blue.

I called and they refused to listen, and said i would have to wait another week for someone to come out and deterime that. They did and said it would not work. i promptly returned the merchandise. They are now telling me that they will not issue credit for another 4-6 weeks. If they can't provide the service they have no right to keep my money. I need to get service from someone else and i need my money to pay for that.

My Children are in High School and are required to have internet for homework. I have to bring the to the Libray or someone elses house. Time and gas wasted. I can not pay someone else until i get my credit. They need to told they can not do this to people. No where on the website or contract does it say they can keep your money for a service they can not perform.

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