Review by blubaugh  - Location: United State
- Cost Contract price not specified.
Speed and reliability are as advertised
Managerially they are terrible, and the service is much more costly than claimed
Look at other options first
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I upgraded from Wild Blue to Wild Blue Exede. The speed and reliability of the connection are good. But like many others on this site, I am very frustrated by the company's actions. They charge more than they claim, and they are unable to find out reasons for problems or to correct them. 1) When I upgraded from Wild Blue to Wild Blue Exede, they erased ALL of my emails and address lists in the process. It was a disaster. 2) When I contacted them about it in writing, they never responded. 3) While on Wild Blue, my normal usage was about 7mg/mo. On Wild Blue Exede, it suddenly has zoomed to 18mg/mo with practically no changes. When I contact customer service, they have no way to determine what has happened, when the usage is occurring, or anything else that would be helpful. 4) They have a 15mg limit for normal use, and an additional 15mg for off-hour (2am-8am EST) use. I am often up at 6am working on the computer. No matter, nothing is ever charged against off-hour. The extra amount is not available, despite the terms of agreement. When I contact customer service, they say that they sometimes have problems with properly recording off-hour usage, but there is nothing they can do to fix it. 5) Their procedures state that they will notify you when you get close to your limit. That is not correct. The service just shuts down. 6) They claim that monthly usage amounts are reset each month on the renewal date. But when I reached capacity one month, they just added another day to my existing month and would not turn on normal speed again. 7) And, always, talking to customer service is unproductive. They are polite, but have no tools to determine what is happening and no remedies for the problems. It appears to me that the company is manipulating data to charge its customers much more than the quoted price.
member for 10.2 years, driveby review (so far)
updated 10.2 years ago
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Data Concernsblubaugh,
I would like to help with the data usage concerns. We can definitely take a look at your account and go over it in more detail. I am curious about who you upgraded with. You described a plan with 15Gb of day time usage, 15 Gb of off-hour usage (2am-8am). The Exede service we offer is either 10,15,or 25 Gb with UNLIMITED late night free zone between 12midnight-5am. It kind of makes me wonder if you are through a different company? I will be happy to check it out and do my best to answer any other questions/concerns you may have. Feel free to shoot an email to me including your contact phone number and the best day/time to reach you. Take care, Exede/Eliza | |
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