Multiple issues with WildBlue ever since install.

  • 1
  • Problem
  • Updated 6 years ago
  • Acknowledged
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: Issue acknowledged. Email provided for help. No need of response at current time.

We have had multiple issues with wild blue ever since we had it installed. We have had our technician our here multiple times and he has replaced the modern 2 or 3 times, the dish eyelets, moved the dish, we have spent hours that total up to days, actually weeks and nothing has been done. Doug Bass, our local Wildblue provider and installer has gone ABOVE and beyond. he had tested and done usage data. We have unplugged the whole modemn, left it unplugged for DAYS while we were out of town and came back only to find that our data was STILL being used!!..He reported all this to Colorado and they gave him absolutely NO feedback as to how to help. He asked for a graph report and one was never given. Today, your customer service was so very rude ONCE AGAIN!!...We always get the same run around over and over. Everytime we call it is the same spill about the stupid steps to go through and we have been going through them so many time that our 8 year old daughter even knows how to reset the internet and she knows that on day 7 to day 10 of our data plan that the internet will STOP or slow down. This is so stupid. My husband works from home but he CANNOT work from home because the INTERNET will not allow him to do his webinars. Your service is HORRIBLE
HORRIBLE. Doug Bass installs these awful systems for your company all the time with a wireless router and never has problems with anyone else!!.... My parents have your service and it is with a wireless router and they do not have the problems we have. I think we have problems because we were one of your first customers, back when there was not any DATA USAGE OVERAGE. Now that you SLOW THE DAMN USAGE, it sucks. When we first had you, for about the first 2 months, it was fine and ever since they started charging for "over usage" then our system has gotten a ghost user and is using all our data without us even being home or the internet even being plugged it. We have been credited for this in the past, we have asked for more assistance in fixing it and no one wants to help, but when we call to cancel, your customer service reps say they will charge is $125 cancellation fee plus the monthly charge for 9 more months. This is totally a bullying tactic. We have been paying $90+/month for a service that has not even been giving us what it promises to provide us. Now, it wants to price gouge us for more money. The BBB has a lot to say about that.
Photo of Kortni Lea

Kortni Lea

  • 1 Post
  • 0 Reply Likes
  • frustrated

Posted 6 years ago

  • 1
Photo of Jim

Jim

  • 542 Posts
  • 279 Reply Likes
Your statement ... "Doug Bass installs these awful systems for your company all the time with a wireless router and never has problems with anyone else!!.: .. . says it all. The problem is on your end - not WB/Exede's.
Photo of Steve Frederick-VS1/Beam314

Steve Frederick-VS1/Beam314, Champion

  • 3164 Posts
  • 2038 Reply Likes
Well stated Jim. Some people have no idea how much data they use, and then they blame Wildblue for it. Satellite internet services have a limited amount of data available for each customer.
Photo of Exede Lizz

Exede Lizz

  • 83 Posts
  • 8 Reply Likes
Kortni,

If your technician has done multiple equipment swaps, and still is not finding an issue I would suspect it is an issue with your wireless router. We would be more than happy to send your account in for further investigation of your usage, but if it is an issue with your router we cannot resolve the issue since it is third part equipment. If you were to cancel services the Early Termination fee is not $125.00, it is $15.00 per every month left based on the contract that was signed. I am sorry for any mis-communication on our end. If you would like us to take a deeper look into your account please send an email with your information to exedelistens@viasat.com. Exede/Lizz

This conversation is no longer open for comments or replies.