http://www.dslreports.com/forum/r20442178 en Fri, 21 Nov 2008 11:33:58 EDT Fri, 21 Nov 2008 11:33:58 EDT http://www.dslreports.com/forum/remark,20442178 Spice300 : Anonymous users can not send and receive instant messages at BBR.
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Value Pack, beam 31, Riverside gateway]]> http://www.dslreports.com/forum/remark,20442178 Tue, 06 May 2008 20:06:24 EDT http://www.dslreports.com/forum/remark,20440440 WB : Chris,

I am with WildBlue, and am sorry for the experience you had. Please send me an instant message with a way to reach you, and I'll see if I can help you. To send me a private instant message here, just click on my username to the left, and then you should see a box where you can type the message.

Thank you.]]> http://www.dslreports.com/forum/remark,20440440 Tue, 06 May 2008 14:48:37 EDT http://www.dslreports.com/forum/remark,20438524 reedsr12 : If you want out with no fee submit this complaint to the BBB for Wildblue's home state (Colorado) with Dish Networks name on the complaint as well and your Dish account number. Make sure to state in addition to everything above that you want to be released from the duration of the contract with NO termination fees in your BBB complaint.

It took a couple of weeks but the BBB forwarded my complaint to Dish and Dish released me from the wildblue portion of the contract with no termination fees. btw that is the first time the BBB ever worked for me, I didn't expect it to work when I submitted it and I have heard numerous stories about BBB's being more of a joke than anything.

That doesn't solve your modem billing issue, but it saves you termination fees.

The day after I canceled I went and picked up verizon wireless internet service.]]> http://www.dslreports.com/forum/remark,20438524 Tue, 06 May 2008 07:42:04 EDT http://www.dslreports.com/forum/remark,20426572 anon : I have been a WildBlue Internet service provider customer for 9 months now. I've always paid my bill on time, and I have a Pro account. My fiancée started having troubles with our internet connection in late February. She called in to WildBlue and spoke with tech support. She was informed that our modem was bad. No problem, they'll ship us a new one and we can send the broken one back. The new modem arrives and she calls in to WildBlue support to help out with the install. This new modem won't work as she is told that the modem was assigned to an account that had been closed, but the modem was still active and/or assigned to that account. She was told that she would have to return the modem for another. So apparently we were sent a used modem. She takes it to our local UPS drop off location, which in this case is a local hardware store, and mailed it off. After speaking with her on the phone later on, it sounded more to me like a router issue than a modem issue. So I have her pick up the same router,walk her through the setup over the phone and everything works fine. We never hear back from WildBlue and never received another modem. Fast forward two months and I log online to check out the Dish bill. That's when I notice a $150 charge for a modem. Puzzled I call (it should be noted that during this entire time, I'm on the road, 4 hours from home working 70 hours a week) my fiancée to inquire. She's equally puzzled since she had sent it back. So she calls in to Dish Network (who packages the WildBlue service), they tell her there is nothing they can do but transfer her call over to WildBlue. This is understandable, it is a WildBlue issue after all. She was asked for the tracking number, unfortunately she threw the tracking number away after keeping it for a month. She was told that they would put a request into the RA department so they could see if the modem had been returned recently. She was then told to call back a week later for an update. My fiancée decides to do some due diligence on her end as well. She calls the local hardware store and inquires about the tracking number. She was told that if the package was shipped with a pre-printed label (which was provided by WildBlue), then they would not be able to locate the tracking number. She also calls the local UPS and was told that the driver would have to pull up all of the tracking numbers for that day and we'd have to go through them, but that the driver doesn't have time to do that. By now my fiancée (who has a full time job, niece to baby sit every other weekend, take care of house chores by herself & works various school activities) has spent approx. 4-5 hours on the phone with UPS, WildBlue, Dish and the local hardware store. I call in a week later and calmly explain the situation and how I'd like to resolve the issue in a timely manner. WildBlue tells me the best they can do is put another request into their RA department to see if it has been returned. I state that if my fiancée mailed it off at the end of February and its now May, that it probably isn't going to show up. They tell me at that point that there really is nothing they can do but charge me. All I was told was "I do apologize sir". I told them I'd like to cancel my service and the first words out of their mouths are "You do realize that you'll have to pay a cancellation fee and since you're in an 18 month contract, you'll owe an additional $200 on top of the $150 charge for a used modem". Now to me, this is a thinly veiled threat. Why would a business "threaten" a customer with charges instead of helping resolve the issue? I told them I'd rather not do business with a company who would treat their customers like this. Now to me its Business 101 that it costs more to gain new customers than it does to retain current customers. Why would WildBlue be willing to lose out on an annual cash inflow of $1,080 a year for a short term gain of $250? Also, after being transferred to a "supervisor" I was told that it was my responsibility of shipping the package from my house to them and that they are only responsible to ship from them. I guess that's why I was provided with a pre-printed return package? I was also told by the supervisor that I should file a lost claim against UPS, not them, but me. My fiancée and I have already spent approx. 7 hours altogether on the phone and now I'm told I need to spend more time on this issue.]]> http://www.dslreports.com/forum/remark,20426572 Sat, 03 May 2008 15:50:47 EDT