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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 1 days ago
 Cottage Grove,Dane,WI
 Contract price not specified.
| Value for money:
(ratings below consensus)
|
RUN . . . don't walk . . . away from this company. HORRIBLE customer
service. "Signed" the mandatory 2 year contract over the phone, and 5 days
after it was installed, realized that it was not compatible with my laptop
(I telework one day a week from home). Called immediately to see, given
the circumstances, if I could cancel my contract, and was told flat out
that I would have to pay the $15/mo. termination fee for the rest of my
contract, which was 23 months. I explained over and over again that I
didn't know that the service wouldn't be compatible with my work
requirements, but they were completely unsympathetic, and won't even come
back and remove their dish! They said they'd send a UPS box and we would
have to take it down. When I asked what we were supposed to do with the
pole (which is cemented in), they suggested we use it as a tether ball
pole, and then laughed. Completely disgusted with this company's customer
service. In addition to my termination fee, they're also get to keep my
initial registration fee, so all told, they made approx. $500 off of me for
nothing. For those of you with cell phones, many cell phone companies now
offer "hot spots" that give you unlimited data. Please look into this
before you sign up with Wildblue (Exede). It's basically the same price
and speed, only you get unlimited data instead of having to watch how much
data you're using every month and you won't have to worry about cruddy
customer service.
-
Comments:
 | | receipt Make sure the return package is a mandatory 'sign for receive of box'.
That is your only guarantee that the box does not magically disappear after it gets to WildBlue. As they may deny it even arrived due to a 'bulk package'(multiple boxes) drop off by the delivery company. | |
| |  tobyTroy Mcclure
join:2001-11-13
Seattle, WA | Re: receipt "not compatible with my laptop"
Huh? | |
| | |
1 edit | Re: once a week laptop to work My guess is a VPN to work once a week, so encryption and the lag and you know the rest, here on Hughesnet/Wildblue Isle.
edit: "Hughesnet/Wildblue Isle." : for all you young whipper snappers, a tv show called Gilligans Island, where they were ship wrecked and kept trying to get off the island but kept failing and were stuck there for 3 years and got ship wrecked there again for a couple of hours afterwards. Then freedom!!! Beautiful freedom!!! | |
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Review by (hidden by request)
(review was emailed from domain estesgrp.com)
lodged 17 days ago
- Estes Park,Larimer,CO
- Contract price not specified.
 "Absolutely Nothing" "The Customer Services, The Connection, The Charges, EVERYTHING!!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings below consensus)
|
I Apologize for the length but it is worth it to read!
ViaSat/Exede/WildBlue internet is a rip off. Literally the worst internet service I have ever had. Had it for less than a week and was only able to connect a few times. We would try to get on to a website and after taking 10-20 minutes to load we would then be kicked off which would then take another10 minutes to reset. Trying to watch anything from Hulu to Youtube would take several tries and then would take forever to load. It just isn't worth it.
I was sold this internet service thru Direct-TV as the only bundling option in my area. I agreed to it because the sales lady on the phone made it sound pretty good. They did not explain that it was satellite internet or that the usage was limited.
When the installation guy came to install the internet and told me about what the internet was really about I tried to inform him that I no longer was interested in purchasing this service and that I did not want him to install it. He then told me that he was unable to do that. He had to install the service but that I would be able to cancel it within 30 days with no charge. Reluctantly I agreed and decided that we would give it a shot.
After experiencing abysmal connection capabilities after a few days we decided that it just wasn't worth it especially for what they charge $64.61 including their modem which is an additional $10.00 (and they have made it o that no other modem will work with their services so there is no way around the fee unless you outright purchase it which is over $200.00) The guy installing it told me not to purchase it because if I did then if anything went wrong I would have to pay for a technician to come look at it which
could be very expensive. If I just rent it then they have to fix it no matter what.
After waiting over 45 minutes to talk to one of their operators I was told that there is no trial period and that I would have to pay a cancelation fee that would be the remainder of my contract which was $64.61 x 23 months (They do not allow you to sign any contract lower than 2 years) which would have been $1,486.03 so probably more around $1,500.00 by the time taxes and all that was added. In shock I explained to the operator what the installation erson had told me and luckily I had recorded him stating the 30 day trial. She waved the cancellation fees and disconnected my service.
After my service was disconnected I asked about the $64.61 that I had been charged for a month of service and that I please be refunded what was not used. She explained hat they do not refund un-used services. I then explained what the installation employee had told me again and she said that she would put in a request. I then said that if you do not get refund then I should still be able to use the remaining amount seeing as I have paid for it (Even though it doesn't even work). She then stated that if I were to continue to use it the remaining time then I would have to pay the cancelation fees. However she was going to send in the request seeing due to what the
installation employee had told me. With all that then I was explained what I
needed to do to return their equipment. Which I thought would be to schedule another appointment to have an employee of theirs come to take the satellite down. That was not the case.
They explained that they would send a box and instructions to my address and that I would have to place the equipment in the box and send it back. I was a little shocked at this because it is a satellite internet service which I was thinking that I would have to take the entire satellite down and place it in a huge box. No all they wanted was the modem and this small electronic thing that they attach to the satellite pointing at it. (side note they wanted to charge over $250.00 to purchase the modem from them instead of incurring the $10.00 monthly charge for it. When I asked why it was so
expensive for the modem they told me it included the satellite and now in returning the equipment they don't even want it) It just goes to show how much this company rips its customers off. Ok I thought well at least I won't have to pay a disconnect fee.
It was also explained to me that I had 20 business days from the day of disconnection not from the time I received the box to return the equipment or I would be charged $300.00 for the equipment. That's a little ridiculous but she assured me that the box would arrive in 3 days giving me 17 business
days to return the equipment. So I agreed.
I did not receive the box in 3 days, worried I called the company again (this time I had to wait over an hour before anybody answered my call) I spoke to another lady and she looked into it right away putting me on hold for an additional 15 minutes while she figured out why it wasn't delivered. She then explained that there were shipping errors and that it should arrive in 2 days. I then mentioned the 20 business days and she assured me that I would still have plenty of time. I then waited two more days for the box to arrive and on the third day I called again, after waiting on the line again
for over an hour (doesn't matter what time you call) I was put thru to an operator and which again she looked into the issue and put me on hold for another 15 mins. She said that it would arrive the next day. Luckily it did. I then wasted no time and climbed up a latter to remove the small electronic box off the satellite which was very difficult. I placed it along with the modem into the box, wrote down the tracking number and sent it that same day. I followed the tracking number to make sure they received it before the 20 business day deadline. Now I still have a huge satellite on the side of my house and am not quite sure what I am going to do with it. I will probably take it down when the weather is more suitable. I live in the mountains and the winters are very windy and we receive lots of snow.
I never received any information back about whether or not my refund was processed. I really didn't want to deal with waiting on hold and explaining my story so I chalked it up to a loss of $75.00 (I feel that this policy should not be in place but seeing as what kind of company they are it's probably the only way they make money) After all of that I thought that I was finally finished with Wild Blue, I was mistaken.
It has now been 2 months since I have disconnected the services and I recently
just received an email stating that my account was charged $354.00 by them, I called immediately. After waiting 45 minutes to be connected to an operator I asked about the charge. He told me that he did not know what it was for but that he would look into it and placed me on hold for almost 20 minutes. He then stated that they would refund the money but that it would take up to 2 weeks. I was not ok with that, seeing as it is a substantial amount and he wouldn't even tell me what the charge was for and stated that there was nothing he could do to speed up the process of the refund. I also asked him about the request for a refund and he told me that they do not give refunds, which I then explained to him that two operators I had previously talked to said they would put in a request because of what I was told. He said that there was no request made. I then asked to speak to a supervisor because he just kept repeating that it was policy. He then put me on hold for another 15 minutes. When the supervisor came on she asked for all my account information yet again before she would talk to me about the issue. I=
then explained what I had told all the other operators and what they had told me. She then told me that it is policy that they do not refund any money. I then said that one of their employees had clearly stated that I had 30 days to try Exede, and seeing as I did not have their service for a month and was not allowed to use the remaining amount that I should be refunded what was not used. She then started to yell at me saying that the man that installed the equipment was not one of their employees. I then asked her why are they installing the equipment if they are not employed by the company that's not a reassuring thought. She then just restated that they are not employees and cannot make those kind of promises. Frustrated I then said that that is absurd which made her angry and ask why I even got ViaSat/Exede/Wild blue in the first place which I replied that they were the only company that Direct-TV would bundle with in my area. She then stated that they don't bundle with Direct-TV and pretty much called me a liar. I then stated that it is advertised on their site as well as Direct-TV's. She then stated that she has worked there for 5 years and knows what company's they bundle
with. I then hung up.
This company is Horrible and now I can see why it has such horrible reviews. I wish I had seen all of the reviews before I agreed but you live and you earn. I only hope that this will help others in the future. This is the first review I have ever made in my life because this company is the worst one that I have ever dealt with. I have never been treated like this by a company and I don't think that what I was asking for was that outrageous.
I now have Cable Internet thru another provider at half the cost Literally 29.99/month unlimited use 12mbp that I can actually connect to and use. I have had no problems so far. I am extremely happy and ended up saving much more than what was offered with the bundle.
Comments:
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Review by Moon_Dog 
member for 17 days, 0 visits, last login: 17 days ago
lodged 17 days ago
- Nokesville,Prince William,VA
- Contract price not specified.
- "Solves a problem in a very rural area, it works, so far so good"
- "Pricey, data cap, sketchy connection when the weather is bad"
 "For what it is, I won't complain."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings above consensus)
|
I'm going to be as thorough as I can with my review, so here it is:
Other options I considered: Well, I had satellite, satellite, or...satellite. Wait, if I'm to be honest, I can say that I could have signed up with Verizon for 3G mobile broadband, but really, that service would have been far less reliable. I just barely get 2 bars of service and my phone goes in and out of the 3G range (forget 4G). It was either sign up for a data plan that I could maybe use with Verizon or sign up for a data plan with satellite that would at least be there when I need it.
Speed/Package: I went cheap. I have the 10 gig plan at $50/month. I realize that people wince at the price for such a small data allowance, but on my 2 gig smartphone plan I have never once used even a quarter of my data. I don't stream anything, rarely Skype, and only use the internet for work and web browsing. 10 gigs has been adequate thus far. $50 is about what I would pay elsewhere for a basic plan (unlimited, sure) once all of the incentives wore off.
Order/Install Process: I couldn't have been happier. Personally, I'm a heckler when it comes to signing my name on something for 2 years. I must have called these people 10 times over the course of two weeks to ask a million questions about the services, the contract, and installation. While I got a different person each time, it was never outsourced (meaning, I got a fluent English speaking native), they were always friendly, and readily able to answer my questions. Also, they weren't pushy, which I appreciated. The install went extremely smooth. My two installers showed up on time, were nice and funny, they didn't charge me out the whazoo for the install (only $49!), and shared some great stories. I believe they were at my home for only 45 minutes. I was up and running in no time at all.
Connection Reliability: I signed onto this realizing it was going to be sporadic at times with the clouds, rain, wind, weather...etc. So far, my speeds haven't dipped below 4 mbps down and 1.5 up. This also means they haven't cut out. I've had a few instances where pages take a few tries to load, but it's no big deal. It's usually data heavy pages (like Facebook) that take a little bit of time when speed is down. However, on the opposite end of the spectrum, when speeds are up, they're great! I clocked speeds of 22 mbps one day and was thrilled. Granted, it didn't last long...but I was very pleasantly surprised, nonetheless.
Tech/Customer Support: I can't comment on this, yet. However, I'm going to be giving them a ring tomorrow as my supposed "Usage Meter" hasn't been very helpful in showing me how much data I've accumulated since the install (two weeks ago). In fact, it's telling me I still have 10 gigs - which can't be true. If I find my experience to be horrific, I'll update. Otherwise, I've not once had a bad experience when calling in to them to ask general questions.
User Account: It sucks. You have to log in to all of these different pages to access the information you want and it's extremely tedious. I also feel it's a waste of my precious data to have to navigate through all of these log-in pages to gain access to sections of my account. Sheesh.
Value: Considering it was this or nothing...well, it's valuable to me. I refuse to spend more than $50 a month on an internet package, so as long as I don't run into any of these infamous billing issues, WB and I will remain on good terms as far as value. They also claimed that my $50 initial set-up fee will be credited back to my account within the first 2 billing cycles. Two rep's assured me of this, so if it happens, that's a HUGE bonus. That means I get my install fee back.
What I use the service for: I have a wireless network set up, and it runs smooth. I purchased a Linksys router that was middle of the road as far as strength and distance is concerned. On the network I run a Macbook Air, Apple TV, Playstation 3, and sometimes my work PC to VPN. Again, even though I have fancy gadgets that doesn't mean I do a lot of streaming or online gaming. I can't say that this service would work well for online gaming, since the ping rate is rather low and speeds vary with the weather. I've read elsewhere that streaming works fine, and what little time I've spent on youtube has proven that theory correct. I have watched probably 20-25 minutes worth of youtube in the past two weeks and had no problems loading the videos on my laptop. My PS3 updates just fine and the Apple TV hasn't had any issues with connecting to my network or laptop since hooking up to satellite. The VPN has been the biggest setback, as connecting to my work's network can be pretty slow, annoyingly so actually, but it does work. All in all, every device seems to work well with this internet service for what I need it for.
Overall: I'm happy. If things change, I'll update my review accordingly.
Comments:
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Review by tindari
member for 7.9 years, 2 visits, last login: 18 days ago
lodged 18 days ago
- Colville,Stevens,WA
- Contract price not specified.
- "It's almost like having an internet connection in a rural area."
- "Dial-up is more reliable by far. This service is abysmal."
- "Don't waste your money."
| Connection reliability:
Mail,DNS,News:
Value for money:
(ratings below consensus)
|
First and foremost, I did not buy or install this service, so I can't rate pre-sales information or install coordination. I am house-sitting for a friend who already had this service. I have no idea how honest they were with him or how good the installation went.
WildBlue is by far the worst service in terms of reliability that I have ever had the misfortune of experience. I find myself struggling to describe how abysmal, wretched, terrible, frustrating, aggravating, and ridiculously unreliable this service is.
During the process of searching for WildBlue on DSL reports, my connection went down. Resetting the satellite modem takes about ten minutes before the connection is restored.
Once that was done, I then tried to log in to DLS reports website and because I have not reviewed for a long time, my password needed to be reset, which involves me logging in to my webmail to reset it. WildBlue went down -again- during that process, and it took me another ten minutes to reset my DSL reports password.
After twenty-five minutes, I was able to log in to DSL reports. and begin writing this review. The connection has reset a third time and I have now spent forty-five minutes and have only managed to get this far in the review. I haven't managed to complete a google search to find out what zip code I'm at either.
In the last 48 hours that I have been here, I have noticed that during the daylight hours, the connection will drop for 8 to 20 minutes frequently, sometimes as often as five minutes after reconnecting. During the night hours this seems to only happen twice.
Websites are incredibly slow to load when they do load at all. If it is an HTTPS connection, it takes even longer. Trying to watch an online video, such as a short (4 minute) YouTube clip might take five or six tries, because of how slow this service is to buffer and because of the terrible latency and packetloss that it suffers.
At about 7 am this morning I began a continuous 1 byte ping to www.yahoo.com (ping -t -l 1 www.yahoo.com). It is now about 1 pm and here are the results. The data are self-evident:
Ping statistics for 206.190.36.45:
Packets: Sent = 9776, Received = 8765, Lost = 1011 (10% loss),
Approximate round trip times in milli-seconds:
Minimum = 671ms, Maximum = 3914ms, Average = 1893ms
And that doesn't give you an idea of the myriad "Destination net unreachable." messages that I got while waiting for reconnection either.
Keep in mind that 10% packetloss over a five hour period does nothing to describe the aggravating 10 to 15 minute losses of service you'll see. I've lost service twice more while writing this review and I will be copying and pasting this into a notepad document just so that I can manage to post this review before the service goes down -again-.
I am probably failing to describe just how annoying it is to deal with this service.
Dial-up is more reliable. Dial-up may be slower, but at least with dial-up you -have- a connection that you can count on to be slow.
I haven't even gotten into the latency issues. 1 to 4 second delays with an average of 2 makes -any- form of activity requiring a stable connection to be a waste of time.
It has taken me nearly an hour to write and submit this review, when I could have done it in five minutes at my own home.
WildBlue is charging customers exorbitant amounts of money for something that is truly worthless in terms of reliability.
The data limits are another story. The plan these folks have is a rolling 30 day plan. WildBlue monitors their data consumption and places a 17,000 MB cap on their download and a 5,000 MB cap on their upload. If at any time in the last 30 days, either value is exceeded, their speeds are throttled to 128 kbps down 56 kbps up or their service may even be terminated temporarily. It can take up to 24 hours to get the service restored to full speed, and only when the previous 30 day total remains lower than those values. A fresh installation of Windows and a few installations of essential programs could potentially force you to pay inflated broadband prices for what amounts to a terrible dial-up connection for a full month.
If you have any plans to use Peer to Peer software, do any Online Gaming, Video Streaming, Online Data Backups, Cloud Storage or use of Dropbox, FTP, or any other form of filesharing for more than anything but small file size text files, find a different service.
If all you care about doing is checking your e-mail after the sun goes down, and you're willing to drop over $80 a month to do it, then this facade of a "service" is for you.
By the way, I lost my connection while posting this. So in the time it took me to begin the process of reviewing this ISP here at this website, I was disconnected 6 times.
Comments:
Reviews:
 ·WildBlue
| Post Script (After an hour, I got a speedtest result) Right after I posted the review I realized that I missed a speed-test results. It only took me a half hour to take the speedtest and get a result that would "share" properly and another half hour to actually post it here. (I disconnected twice while trying to test and three more times after testing.)
Speedtest.net test:
»www.speedtest.net/result/2588130905.png
"Best server" chosen by ping time. 3265 kbps down and 79 kbps up.
To further expand upon how absolutely terrible this service is, between the hours of 11 am and now (2:20 pm) Iv'e spent more time waiting for the satellite modem to re-establish a connection than I have actually being connected to the internet service. | |
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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 18 days ago
- Pahrump,Nye,NV
- Contract price not specified.
- "Bad Service and Dishonest Company Practices"
- "Please Don't Get This Service!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
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Please for your own good Do Not Get This Service!! When they come out to
install they use a wireless devise to do your paperwork, and you get no
copy. So you later get your contract and its not what you ordered but
the more expensive one with a longer lease term. The service was so
slow we didn't even use it (it's horrible) sit and wait.
We cancelled and paid more to get out of the Longer contract than we
should have. Then they charged for the equipment even after they had a
tracking number that proved they received it so we had to dispute thru
the bank. The worst company ever, all they do is steal your money......
If they were my only choice for internet I would do without and we have
online sales companies, IT'S THAT BAD!!!
Comments:
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Review by ConcerrnedCX
member for 20 days, 0 visits, last login: 20 days ago
lodged 20 days ago
- Denver,Denver,CO
- Contract price not specified.
- "The service is great but..."
- "they have the worst customer service."
- "Customer service is service...shop around before you buy!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
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I had several issues with Wildblue/Exede but after I spoke with their supervisors directly I was given back the 300 for equipment and 250 for other charges IMMEDIATELY. I spoke with 3 different supervisors (Jason Webb, Immanuel Perry, and Mundy Horton) on one phone call, and the first two didn't know how to help but Mundy was able to. They were all surprised I had their direct supervisor contact, but after I persisted and let them know that I knew they were supervisors at Transcom (handle Wildblue cust svc) they helped me. This took me 3 months to get to the bottom of this customer service smoke screen, but that's the reason Wildblue isn't very helpful when you call them...it's not Wildblue on the phone. If you had the same issues I had with bad charges call Mundy Horton @ (303)800-5912 or email mundy.horton@transcom.com
Comments:
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Review by (hidden by request)
(review was emailed from domain hotmail.com)
lodged 22 days ago
- Randolph,Charlotte,VA
- Contract price not specified.
- "I have had Excede for about a year and so far it is a decent service. Work for phone company it is about as good as DSL."
- "Usage Cap to low. Cannot do anything but search internet and that's all"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
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Over all service is decent(good) for satelite, people have to understand what they are getting. I knew that and I really like the service. Except for Caps they have. I have tried Verizon and US Cell. they charge you an extra $200 dollars a month when you go over. I will take the Satelitte service over having to pay that every time I go over
Comments:
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Review by QuarterLap
member for 28 days, 0 visits, last login: 28 days ago
lodged 28 days ago
- Rosholt,Portage,WI
- Contract price not specified.
- "Sometimes have good service"
- "Support is horrible, could not access my own website"
- "Do not get them, horrible provider"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
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They are horrible I contacted them, saying that I could not access my companies website. So I can edit and make it look a bit better. They tell me there is nothing that the tech department can do. So they say I have to wait 72 hours to get a reply. Not even guaranteeing that it is going to be fixed. I mean it is just stupid.
Comments:
| | We can fix that QuarterLap, this is something that we can have our engineers look into and correct. I would be happy to get this taken care of for you if you can send me an email at exedelistens@viasat.com. Thank you. | |
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Review by Eaglegram
member for 12.1 years, 186 visits, last login: 4 days ago
updated 30 days ago
- Old Town,Dixie,FL
- Contract price not specified.
- "I have no problem with Exede (New service from Wild Blue)"
- "This ISP ROCKS here for me at my location !!!"
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I tried dial-up until I went nuts, then tried 3 different wireless companies, I kept Verizon for 2 years cause with a Wilson amplifier I could almost stream video, but I finally broke down and had the satellite installed. There are no cable companies here, and AT&T told me I was not in an area that was ever going to have DSL. I am in heaven with Wild Blue !!! I get 10 GB a month for $49.99 and was told speeds would be 12 Mbps downstream and 3Mbps upstream, but the day the dish was installed I saw with my own eyes 19.6 Mbps on the download and uploads consistently over the 3 Mbps with no problems !!! I am not a company shill, I have been on this site for 13 years with all kinds of ISPs from dial-up to DSL to Cable, and I tell you I am blown away by this Satellite hook up !!!
Graham
Comments:
| | Super-fast Exede Service Thank you for your review of our service! Our customers on average see 140% of our advertised 12Mbps speeds during peak hours, and we're happy to keep providing that. We're glad you are enjoying the service, please let us know if there is ever anything that we can help you with. We're an email away at exedelistens@viasat.com. | |
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Review by (hidden by request)
(review was emailed from domain hotmail.com)
lodged 39 days ago
- Dover,York,PA
- Contract price not specified.
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings below consensus)
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Comments:
| | Terrible service I can honestly state that after moving around the country and having several I.S.P. that Wildblue is absolutely the worst. Even according to Consumer Reports it is on the bottom in customer satisfaction, only marginally ahead of Dish. Their customer service wait time is nearly 30 minutes on the phone and all they tell you is to reset your modem, we will send someone out to realign your dish, or it is your computer's problem. In the past 9 months I have had my dish realigned 4 times. In the past 9 months I have had to disconnect and reset my modem at least 100 times. That correlates to nearly once every 3 days, but some days it is 4 or 5 times. I have never had uninterrupted service for more than 6 or 7 days in a row. This morning it took 5 times to reset the router and one hour to get on line. This has been a reoccurring and constant problem since we first contracted this service. Sometimes I feel as though if I got a paper plate and a piece of string I would have better luck. Their advertised speeds are a joke also and they just push the company line that that's the way it is. I would only recommend this service as a last resort; which is why I am forced to use them. As soon as cable/DSL is available in the rural area I live in, I will drop these people even if I have to pay an early termination penalty. They are terrible!!! | |
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