Wildblue Communications
I Hate Wildblue!

We signed up for Wildblue in July. Our modem and/or satellite stopped working in less than 3 weeks. We reported it and Wildblue determined our equipment was faulty and would send out a replacement.

The replacement date was in 2 weeks (Aug. 28). Seemed long, but what do you do? Got a call the next week that someone would be in the area and could come the next day (23rd). They never showed, no call, etc.

We had a voicemail that cancelled our original appt. Because they didn't have the equipment. No notice of when they WOULD be out. So I email and get a generic reply that says they don't know who to send the email to and to refill out the form. Then nothing. Then the generic again. So I call.

Here begins the long horror of their "customer care". 1 1/2 to 2 hour phone calls with the majority of it on hold. Finally find out that they can send an installation of new equipment on Oct. 1. Yeah, Oct. 1! I get nothing but apologies and "nothing I can do" After calling and calling I get a credit for the down time. I make sure and ask about the "10 hours of dial up" that comes with our pro pak plan. I will go over that since that is all I have right now. I'm assured it won't be a problem. Here comes the kicker: they freeze my account! Because we went over the allotted time.

Hello!!?? I was told it was no problem. We are missing (because of their faulty equipment) 95% of our service. At this point it had been 30 days of no wireless access. Want to one up the freezing of the account? They can't/won't do it—I was actually told they can't override their own system. One cs rep told me if I wanted my dial up back I'd have to pay for it. And a tech guy said he was told they won't unfreeze our account because of going over the number of hours allowed! So now, for the past week we've had no internet access from our home. We work from home, bank from home, do a zillion other things the normal person would do—from home and now can't.

15 hours of phone calls are to no avail. I even had one email from them that said they have no satisfaction guarantee. Our case finally was sent up for review to be allowed out of our contract with them. But, I find out that they will refund our monthly amount but not the $294 equipment cost because we ordered the service through another company. So now they tell me if I want that I have to start contacting that company (Broadband National). So I do, and they tell me to contact Wildblue and Wildblue tells me to contact Broadband National to ship it to. I am now being told that I basically have to climb up on the roof and get the satellite down myself, pay for the shipping and a restocking fee (yeah, 20% for broken equipment). Unbelievable! With much bothering of people and more hours on the phone Broadband National is sending this to the corporate office to find out what to do.

So, people, avoid Wildblue like the plague, it will make you want to die. I have never been shaking mad before, but I experienced it multiple times over the course of this as yet unfinished business, having paid $459.24 for all of 18 days of working service, albeit with numerous dropped connections to boot. Wish me luck with my refund. Otherwise I'll be adding Broadband National to the report list.

Company: Wildblue Communications
Country: USA
State: Colorado
City: Greenwood Village
Address: 5970 Greenwood Plaza
Phone: 8669453258

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