I signed up through at&t. (I kept them for 2 1/2 years since I had NO options in the middle of nowhere - out in country)
They said I would not be billed for 30 days after install for equipment. They installed 2 days later I was charged and caused my bank account to mess up. Spoke to Monique in Corporate. Promised to fix and said they were calling a special meeting about it because I was not the first one to have this issue. Never did. Upon follow up that I made, I was told there is NO Monique who worked there! When I called to complain they said At&t was the one who said it not wild blue. Funny how I called wildblue and they SAID IT!
Later under my "warranty" period I reported A LOT of problems. They refused to do anything and said it was my computer! I knew it was not. I had Geek Squad come out and they confirmed NOT my computer. I then called Wild blue back and I got Tim in technical escalations who promised no service call charge since I was still under warranty (unless it was my fault - ie: dog chewed something, a tree in the way, etc). Came out, I had a bad trio. Replaced trio. On my billing date, I was charged for service call. Caused more problems in my bank. Disputed & reported to the bbb.
They refunded it but I had NSF fees at my bank and it took 2 months for refund. WIldblue claimed not responsible for those and I should have money in my bank to cover fees. I did to cover what I owed, not EXTRA that I was told I would not be charged.
Then I started experiencing very slow speeds. I called in and on www.testmy.net said I was less than dial up speeds! Poor ratings. So I complained. They said I needed to upgrade my package and that would fix it.in other words spend $60 something per month opposed to $50 something. Well I disagreed.
Then I start getting dropped offline for no reason. I sent 100 emails a week documenting the problem. They said my computer and nothing they could do. Eventually it stopped doing that. But it was several months later. It had to be them. It was all of a sudden starting and all of a sudden stopping over a few months time.
Over the course of the next few weeks, my connection got worse and worse to where I could not even get online anymore. Problems with my email and so on. I called back and spent 3 1/2 hours on the phone with someone who was a total moron. Then she sends a tech to my house. I called before he came to cancel cause I knew it was network issue NOT Me. THe guy showed up even though I cancelled.
I had bought a new computer just a few days prior and still slow speeds. This lady again blamed my NEW COMPUTER! Plus I tried with my laptop and same problem! My old computer same thing. So 3 computers and wildblue swears my computers and not them. So I contact Microsoft who confirms by a level 3 tech with them (my problem was escalated up due to my excessive problems) and they said my isp. All the websites I complained to - all confirmed my isp. (my bank site, pogo, ebay)
The tech shows up anyway - RYAN - 5 star Digital a REP for WILDBLUE. Ryan says "oh I have no idea what to tell you". So I did a trace route and ping test right there for him to look at. He was dumbfounded like what is that. So he told me I would NOT be charged and he would have his boss - Jeff look into getting me new equipment and I would be contacted in 2 weeks. He kept calling someone and he was saying to me he had no clue. Said possible my dish was deformed or something. But he didn't get up there and check it, he didn't check any wire, and didn't even look at my modem other than to get my Mac address.
Needless to say my bill shows up on the 14th, I was charged. I immediately disputed my bill. Per their own dispute policy they were NOT suppose to charge me the amount under dispute. They did anyway. I even told them if I was going to be charged I wanted to cancel. My bill not due till the 15th but they always hit my account 2 days early! Ryan the tech claimed he fixed my problem too. I said no he didn't and I even WROTE on his little paper that the problem persists and it was not repaired.
I then called and cancelled. They offered me a free service call. I said no. Their stealing of money and the games they play to get money and screw people's bank accounts up is not worth the hassle. Then on top of that when I cancelled I had PREPAID for the following months service. I asked for a refund of the PREPAYMENT and I was told No because I called after my billing date! I cancelled it on the 14th and they ignored me. So I did do it before billing. But they still can't do that! I am not getting the service, so I should not be charged. It is currently cut off. But I paid.
We finally got a company out here and I switched to them and so far 100 percent better.
Wild blue has the absolute WORST customer service I have ever dealt with. Johana is the one I had the most problem with. Tech support has no idea what a ping test is and should not even be doing tech support with people! They always pass the buck and have a "not our problem" attitude. They do NOT care about customers or helping customers. They are very poor service.in fact I think they find the most uneducated person to work there and that is your "professional tech support". Meanwhile these people barely can navigate email let alone fix a computer issue.
It is their problem and I highly recommend chosing someone else once your contract is up! It is truly not worth the hassle. I now have $300 worth of decoration in the form of Wild blue equipment. I think it does the job better than if it were still hooked up to my computer!
The speeds WERE NEVER near what I was paying for except the first few months of service. Then they mess you up on purpose to try to get you to upgrade and you can't cancel at that point without termination fees. Wild blue is horrible in my opinion. They have no business running a company they can't even provide proper tech support for.
A few times I called in angry over the dropping of connection. Then it would come back up. Within about 10 minutes of my call, it was like someone was mad I complained and my whole modem would just stop working for about 15 minutes or so. Like a payback or something from me telling them how bad they suck.
If you ever call in for help in billing, tech support etc, be prepared and get comfortble, a drink, magazine, crossword, a pillow/blanket etc. Because once you being dialing and by the time you get a rep you'll be a little older. Once your off the phone you'll feel 100 years older! They are very stressful to deal with and they are just scammers and theives in my opinion. They have been the worst mistake of my life which is pretty bad!
Save yourself the trouble and either pay for better service elsewhere or wait until someone else comes to your area. It will be good the first few months but it will mess up after your "trial time" period. Trust me, I have 2 1/2 years of experience with this company and they are the absolute worst.
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