Archived and Closed
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the lack of cooperation that we have been getting from our current internet
In the original conversation with
the sales representative, it was stated that my household used a large amount
of internet bandwidth due the use of two Xbox consoles as well as general
computer usage. This usage includes school projects, Facebook and personal
email accounts. We were lead to believe
that Excede/WildBlue could fulfill our needs. However, each month since we have
been customers you have seen fit to slow our internet connection down so far
that we effectively can not use it after the first week of each month. There
have been several calls made to the technical support line and customer service
regarding this situation, but to no avail.
Because of the lack of help from the Excede/WildBlue company, my family has had
to discontinue use of some of our favorite games and websites, including the
use of our Netflix and Hulu accounts. Youtube and Skype with family members is
also impossible. We have also been forced to change our practices of upgrading
devices while on our home network system.
This company came to our attention
through a reliable source, a previous customer who has requested to remain
nameless in this missive. After speaking with them concerning our situation, we
were told by the source that slowed speeds were never an issue. Yet each time
we speak with someone from the company we are told that this has always been a
standard practice for their company. This well known source used more bandwidth
at the time of their service than my family does at the present.
We are told that there is “no metered service”
between midnight and five o'clock am. The use of the internet during these
hours is not an option with school age children and parents who work during the
week. We pay hard earned money to use a service that we were told would benefit
my family. We feel that we should not be penalized for the legitimate usage of
This company's policies have
rendered internet useless to my family and we feel that we were lied to about
the services that we originally requested and currently require. Even still our
family will accept a resolution of a “no threshold” service, or a threshold
that will better benefit my family within the same cost perimeter that we are
currently paying. If this current situation cannot be resolved to this
customer's satisfaction, then we will be forced to seek a company that is
better suited to our family's needs.
A Displeasing Situation,
The Gann Family