Complain about a product or service

Wild Blue Satellite Broadband

Lee of New Salem MA (01/11/07)

After having a huge billing error, Wildblue refunded the money and made us a deal on equipment and instillation, and no contract. After 2 months they lowered the FAP which I was not happy about, but service wasn't that bad for satellite. Then at the end of July 06 service went downhill. I was a direct customer, so a call to support was over an hour for a person to pick up. As of Nov. 06, Wildblue changed there service and it became totally unusable for our needs. 40 percent package loss and ping times going from what were in the 700 range, now went to to 1,400 +.

Wildblue also changed the way they measure your usage, to the point my 2-Gigs to 2.5 Gigs per month, went to 5.5 to 6.5 Gigs with less time spent on the internet. I contacted the BBB of Denver, about canceling, as Wildblue would not let me, without paying for 12 months, and about 40 days later they cut off my service without warning, even though they were paid though the 11th of the following month.

Michelle of Esperance, NY November 3, 2006

Michelle of Esperance NY (11/03/06)

I purchased a WildBlue satellite in 02/20/06. They advertise free installation but it still costs 200 for a professional to install. Since Feb 06 I have had a service call in March 25 in which I was down 4 days, paid for a service call. I placed a service in Aug 04 & 08 2006 in which I was down for 2 weeks, paid a service call and was told by service person the install was done properly and the dish was out of line and that was the problem. The satellite is supposed to have 2 grounding rods, mine has none.

Placed a service call 10/30/06 My dish is currently out of line due to a poor install again. It is now November 1 and I can not run my business without internet. I am paying 49.99 a month for service I am not getting. I am also paying 75 a service call to have someone come out and realign dish every other month.

Michael of Seymour, TN September 17, 2006

Michael of Seymour TN (09/17/06)
Ordered their product, had 30 day money back if i did not like. Cancelled services within my 30 days. took them 2 months to come pick up equipment, in which they kept services running. They owe me 299.95 for refund, now they sent me a letter stating that i owe them money -- 536.00. I can prove that i cancelled within my 30days. They owe me money they admit to it over phone they say that they will take care of it but never do

Jeffery of Prattville, AL September 1, 2006

Jeffery of Prattville AL (09/01/06)
I ordered Wild Blue Satellite internet equipment on July 10th for 299.95 and this amount was charged to my credit card. Wild Blue stated someone from their installation contractor group would be contacting about installing the equipment at my home. The installation fee was waived by Wild Blue during their promotion sales. The contractor contacted me on July 13th and stated that my home was not a typical installation therefore did not meet the standards required by Wild Blue for FREE installation and that their would be an additional 175 (same as waived amount) fee for the installation.

I am an electrician and inquired from the contractor what is needed special for my home and he stated a 2 rigid galvanized pipe installed in the ground away from all obstructions with a clear view of the southern sky and 2 PVC conduit buried 6' in the ground for cabling. I got into heated discussion with him since I know this is not necessary for conduit to be buried at that depth. I told him I could install the pole and conduit but he didn't feel I was qualified. He hung up.

I called Wild Blue to complain about their installer but they were like, well..we don't have control of our installers. They are contracted by Wild Blue to do their work. Somebody better have control of them. Wild Blue offered a couple other contractors in the area who might install the system but it was up to me and my wife to set it up. My wife called both of these companies and explained the situation. One of these refused the job and the other stated they could do it but it would cost the additional 175.

I agreed to pay the costs as the equipment was useless without being installed. They would be out Tuesday July 23rd to install it. They didn't show up and didn't call. My wife called them and they stated all their parts didn't arrive. At this time, I told my wife to call Wild Blue and cancel the account. Wild Blue stated that the equipment had to be returned before cancellation could occur. We retaped the boxes and applied the RMA paperwork on the boxes and shipped via UPS back to Wild Blue as requested. This equipment arrived to them on July 28th according to UPS shipping site. My wife has been in contact with Wild Blue on NUMEROUS occasions since and we still haven't seen our refund.

James of Halls, TN August 29, 2006

James of Halls, TN (08/29/06)
I had Wildblue satellite installed on june 7, on june 11, I called about it being slow.  I called again in july 7,14,16,23rd 26th 28.  It kept getting slower and I could not log on. I called wildblue but they could not get the installer to return to service the satellite.

I cannot log on to it as of this day.  Someone was supposed to come Aug. 26th, but never showed up.  I signed a one year contract with wildblue, and they keep charing me, but they know my satellite is not working.  They will not let me out of the contract, which I guess I will honor for one year.  I was going to get rid of my Earthlink dial up, but iIhave had to keep it.  I pay 13 a month for Earthlink, plus the 50 a month with wildblue.

I would sure say that when my year is up, I will do away with wild blue.

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