- Report: #340148
Complaint Review: WildBlue Communications Inc. - Greenwood Village, CO Internet
-
Author Confirmed
Why?
WildBlue Communications Inc.
5970 Greenwood Plaza Blvd. #300 Greenwood Village, CO, 80111 Internet, U.S.A.
Phone:
866-945-3258
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
WildBlue Communications, Inc. My experience with Wildblue Communications Greenwood Village, Colorado Internet
Here is the report that I filed with the Better Business Bureau, who have failed to do anything about it:
05/12/2008 Case Reviewed by BBB - MyComplaint
05/12/2008 Case Received by BBB
(Less)
Case Description: I ordered the wildblue service in February. It took them two days to ship and three weeks to install.I had... (More) I ordered the wildblue service in February. It took them two days to ship and three weeks to install.I had great service at first and that was with their lowest priced package. Then it started getting slower than the slowest dial-up service. Then I was unable to get online in the evenings. I was told I exceeded my bandwidth usage agreement. I'd never heard of that. So I asked for the highest priced package, since the sales representative assured me that if I upgraded to the most expensive package that my speed would always be extremely fast and I would always be able to get online. Well, my service got worse. It got slower and sometimes it would even kick me off of the internet. Then I called in and they told me that I had again violated my bandwidth usage agreement. Well, then I decided that there would be no more than 35 hours of internet usage each week and the representative assured me that would fix my problem. My service got even worse. Now, I can only get online in the mornings and afternoon-SOMETIMES!!!! I have to pay for dial-up in order to browse the web every single late afternoon, evening and also at night. I want the kind of service that I paid for or I want a full refund for the equipment, the shipping and handling charges, the price of the Dial-up service that I have to pay for, and all the monthly service charges. I will need the money to set up service with another, more honest and reliable high speed internet provider. I had to use my dial-up service to file this report, because wildblue won't work.
I want the kind of service that I paid for or I want a full refund for the equipment, the shipping and handling charges, the price of the Dial-up service that I have to pay for, and all the monthly service charges. I will need the money to set up service with another, more honest and reliable high speed internet provider. I had to use my dial-up service to file this report, because wildblue won't work.
05/13/2008 More info received from the consumer Now, I have been unable to get online ALL day long.
05/14/2008 More info received from the consumer
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I just contacted wildblue and asked them why my wildblue internet service was not working all day long yesterday and all night long last night. I was polite, too. The person that I contacted, refused to answer and hung up on me. I am using my wildblue connection, today, but for how long will I be able to connect, using wildlue. I paid $105+ for my service, this month. I think I should have the likelihood of using my very expensive satallite connection for longer than a few minutes a day.
05/19/2008 More info received from the consumer
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In addition, I am unable to go into certain parts of a RPG game that I play every single day with the wildblue service. I can do it with the dial-up service, so there is nothing wrong with my computer.
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05/16/2008 More info received from the consumer
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Now, it is 5/15/08. I could not used wildblue to go online. Started trying 3 1/2 hrs ago. Then i gave up and used the dial-up service
05/21/2008 More info received from the consumer
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I was unable to get online with my wildblue satallite service from 4-11pm yesterday and last night. I want my money back.
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05/20/2008 More info received from the consumer
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AGAIN, I was unable to browse the internet using the wildblue service-ALL night long, last night.I have been unable to go onlione using my wildblue internet connection since 3:30 pm today, either. I am still unable to view my bandwidth usage. I have never been able to view it, anyhway-no matter what limited assistance I was able to get from the wildblue technicians.
I want Wildblue to get their equipment off off my house and I want ALL my money back. I Paid a fortune for this lousy service and I need my money back so I can pay for a reliable Internet Provider. They haven't tried to fix anything and they really don't want or have the know-how to make it reliable. All they want is my money.
tatus: Consumer rejects business' final offer (More)
Activity
Date Activity Description
06/13/2008 More info received from the consumer
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Still no attempt to resolve this by wildblue.
I want my money back and I want them to return my calls.
--------------------------------------------------------------------------------
06/13/2008 Forward Consumer Rebuttal to Business
06/12/2008 More info received from the consumer
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No resolution has been reached. Wildblue has still not attempted to contact me since my call to them. They did send me an email stating that I'm using to much bandwidth and that they will limit my account.
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06/12/2008 Consumer rejects business' final offer
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--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never notified of the Fair Abuse Policy before I got the service. I never received a Welcome packet and WHO gave me a Customer Agreement? Was it the INVISIBLE MAN, wit an INVISIBLE Welcome packet? I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I still have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue. Yes, people often trip over this wire.
As for what they are charging me:
Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse.
In addition, they charged me $50 more than the agreed upon price of installation.
--------------------------------------------------------------------------------
06/11/2008 More info received from the consumer
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Wildblue has still not returned any messages that I have left for them. They do not want to resolve the situation. I want my money back, I want them to take their equipment, I want a refund for the equipment. I don't want to do business with them again. They don't tell the truth and I don't want to do business with them. I have cancelled the credit card from which they have been taking out the unauthorized payments. I have never had them explain a legitimate reason for why they have billed me such different amounts for the same lousy quality of service.
There is no reaching any middle ground with them because they have always dealt dishonestly with me from day one. I can't do business with a company that is dishonest. I won't.
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06/11/2008 More info received from the consumer
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There has still been no response to my telephone calls to Wildblue to resolve this issue. Wldblue refuses to honor their word regarding our agreement when I first ordered their service.
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06/10/2008 More info received from the consumer
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Wildblue has still failed to return my calls. I have left messages. They have ignored my messages. This is not a technical issue, this is customer service issue and they deliberately lied when they sate they have contacted me. They did not contact me. I have been very thorough in keeping you up to date on ALL of my experiences with Wildblue. They have failed to contact me, they have not attempted to resolve the issues that I have with their company. They lied to me so that I would be their customer, and they are just dishonest and very rude.
As of today, they have ignored all my concerns and my complaints, they have hung up on me in the past, and they are dishonest.
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06/09/2008 Received Business' Rebuttal Response
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The customer has been contacted by our Care Escalations agent for additional education on the Fair Access Policy, etc. In addition, we suggest that if the customer is experiencing any technical issues that she call Technical Support for assistance. Thank you.
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06/08/2008 More info received from the consumer
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Wildblue has still made no attempt to return my calls. Here is what happend when I tried using Wildble Internet this morning.
I got this page when uing ezlegalfile:
Internal Server Error
Internal Server Error occurred.
Return to the application
--------------------------------------------------------------------------------
Status Code: 500
Requested Resource: /elf/savedata.jsp
Exception Type: class java.lang.NullPointerException
--------------------------------------------------------------------------------
Sun Jun 08 07:02:50 PDT 2008
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06/07/2008 More info received from the consumer
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6/7/08 @ 12:15 pm:
I have still not had a response to my phone call requesting a resolution to my case. No phone calls, no letter, no nothing.
As they do know my work days and work hours, I assume that they called at that time, knowing I would not be at home and knowing that they would HAVE to leave a message with the intention of not returning my call when I got their message.
Thank you.
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
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Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
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06/06/2008 More info received from the consumer
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I want Wildblue to just refund the money I paid for the equipment and refund a part of my monthly fees that they have charged. I think it's a bit ridiculous that they have charged me such different amounts, when the service is not even as good as dial-up.
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06/06/2008 More info received from the consumer
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I am stil waiting for a reply from Wildblue. So far, I have NOT received one.
I'm waiting for the issues to be addressed. So far they have failed to do so.
--------------------------------------------------------------------------------
06/05/2008 More info received from the consumer
--------------------------------------------------------------------------------
I received a message from someone called danielle who worked for wildblue. Her message stated that she wished to speak to me about my BBB complaint. She left a phone number for me to return her call. I did return the call, but I did not get anything but an answering machine, so I left a message for her stating that I was returning her call, what it was regarding, and gave her my name and phone number, as well as the best times to reach me. As of today, i have not heard from her. So, this issue is still not resolved.
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06/03/2008 More info received from the consumer
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Additionally, as I have previously stated (in a concentrated version), I like to play a game. It's called Renaissance Kingdom. I cannot enter any of the chatrooms using Wildblue. I have to PAY Earthlink for dial-up so that I can use the chat rooms in this game.
Also, I am unable to access my bank accounts using Wildblue Internet. However, with Earthlink, I can. It is unfair that I have to pay for a service which does not function well enough to do what I need to do online.
Also, I unable to complete legal form from www.ezlegalfile.com. This is unfair. I want my money back and I want them toget their equipment out of and off of my home AND I want my money back. ALL of it.
--------------------------------------------------------------------------------
06/03/2008 More info received from the consumer
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Today (6/3/2008), I am having to use dial-up service because, after 1 1/2 hour of using my wildblue account in order to view just one page on the internet, I was unsuccessful. The connection was that slow.
--------------------------------------------------------------------------------
06/02/2008 Forward Consumer Rebuttal to Business BLT.cf.rtf
05/30/2008 BBB Reviews Consumer Rebuttal to Business Response
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was ever notified of the Fair Abuse Policy before I got the service. I never received a Wlcome packet and who gave me a Cusomer Agreement?I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I stioll have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue.
As for what they are charging me-Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse
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05/29/2008 Forward Business response to Consumer CLT.cf.rtf
05/28/2008 Receive Business Response
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Contact Name and Title: Care Escalations
Contact Phone: XXX
Contact Email: [email protected]
Thank you for bringing Ms. Edwards complaint to our attention. The customer is in a FAP status and troubleshooting for slow speeds cannot be performed until the customer is out of the status. The customer is informed of the FAP policiy at the time of sale, in a Welcome Packet received before installation and in the Customer Agreement. The customer can go online at WildBlue.com to read more about the rolling 30-day period and how she can prevent excess usage. Thank you for the opportunity to respond.
06/02/2008 Forward Consumer Rebuttal to Business BLT.cf.rtf
05/30/2008 BBB Reviews Consumer Rebuttal to Business Response
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was ever notified of the Fair Abuse Policy before I got the service. I never received a Wlcome packet and who gave me a Cusomer Agreement?I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I stioll have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue.
As for what they are charging me-Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Additionally, as I have previously stated (in a concentrated version), I like to play a game. It's called Renaissance Kingdom. I cannot enter any of the chatrooms using Wildblue. I have to PAY Earthlink for dial-up so that I can use the chat rooms in this game.
Also, I am unable to access my bank accounts using Wildblue Internet. However, with Earthlink, I can. It is unfair that I have to pay for a service which does not function well enough to do what I need to do online.
Also, I unable to complete legal form from www.ezlegalfile.com. This is unfair. I want my money back and I want them toget their equipment out of and off of my home AND I want my money back. ALL of it.
--------------------------------------------------------------------------------
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Today (6/3/2008), I am having to use dial-up service because, after 1 1/2 hour of using my wildblue account in order to view just one page on the internet, I was unsuccessful. The connection was that slow.
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I am stil waiting for a reply from Wildblue. So far, I have NOT received one.
I'm waiting for the issues to be addressed. So far they have failed to do so.
--------------------------------------------------------------------------------
06/05/2008 More info received from the consumer
--------------------------------------------------------------------------------
I received a message from someone called danielle who worked for wildblue. Her message stated that she wished to speak to me about my BBB complaint. She left a phone number for me to return her call. I did return the call, but I did not get anything but an answering machine, so I left a message for her stating that I was returning her call, what it was regarding, and gave her my name and phone number, as well as the best times to reach me. As of today, i have not heard from her. So, this issue is still not resolved
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I want Wildblue to just refund the money I paid for the equipment and refund a part of my monthly fees that they have charged. I think it's a bit ridiculous that they have charged me such different amounts, when the service is not even as good as dial-up.
06/08/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still made no attempt to return my calls. Here is what happend when I tried using Wildble Internet this morning.
I got this page when uing ezlegalfile:
Internal Server Error
Internal Server Error occurred.
Return to the application
--------------------------------------------------------------------------------
Status Code: 500
Requested Resource: /elf/savedata.jsp
Exception Type: class java.lang.NullPointerException
--------------------------------------------------------------------------------
Sun Jun 08 07:02:50 PDT 2008
--------------------------------------------------------------------------------
06/07/2008 More info received from the consumer
--------------------------------------------------------------------------------
6/7/08 @ 12:15 pm:
I have still not had a response to my phone call requesting a resolution to my case. No phone calls, no letter, no nothing.
As they do know my work days and work hours, I assume that they called at that time, knowing I would not be at home and knowing that they would HAVE to leave a message with the intention of not returning my call when I got their message.
Thank you.
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
6/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still not returned any messages that I have left for them. They do not want to resolve the situation. I want my money back, I want them to take their equipment, I want a refund for the equipment. I don't want to do business with them again. They don't tell the truth and I don't want to do business with them. I have cancelled the credit card from which they have been taking out the unauthorized payments. I have never had them explain a legitimate reason for why they have billed me such different amounts for the same lousy quality of service.
There is no reaching any middle ground with them because they have always dealt dishonestly with me from day one. I can't do business with a company that is dishonest. I won't.
--------------------------------------------------------------------------------
06/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
There has still been no response to my telephone calls to Wildblue to resolve this issue. Wldblue refuses to honor their word regarding our agreement when I first ordered their service.
--------------------------------------------------------------------------------
06/10/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still failed to return my calls. I have left messages. They have ignored my messages. This is not a technical issue, this is customer service issue and they deliberately lied when they sate they have contacted me. They did not contact me. I have been very thorough in keeping you up to date on ALL of my experiences with Wildblue. They have failed to contact me, they have not attempted to resolve the issues that I have with their company. They lied to me so that I would be their customer, and they are just dishonest and very rude.
As of today, they have ignored all my concerns and my complaints, they have hung up on me in the past, and they are dishonest.
--------------------------------------------------------------------------------
06/09/2008 Received Business' Rebuttal Response
--------------------------------------------------------------------------------
The customer has been contacted by our Care Escalations agent for additional education on the Fair Access Policy, etc. In addition, we suggest that if the customer is experiencing any technical issues that she call Technical Support for assistance. Thank you
06/12/2008 Consumer rejects business' final offer
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--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never notified of the Fair Abuse Policy before I got the service. I never received a Welcome packet and WHO gave me a Customer Agreement? Was it the INVISIBLE MAN, wit an INVISIBLE Welcome packet? I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I still have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue. Yes, people often trip over this wire.
As for what they are charging me:
Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse.
In addition, they charged me $50 more than the agreed upon price of installation.
Date Activity Description
06/13/2008 More info received from the consumer
--------------------------------------------------------------------------------
Still no attempt to resolve this by wildblue.
I want my money back and I want them to return my calls.
--------------------------------------------------------------------------------
06/13/2008 Forward Consumer Rebuttal to Business
06/12/2008 More info received from the consumer
--------------------------------------------------------------------------------
No resolution has been reached. Wildblue has still not attempted to contact me since my call to them. They did send me an email stating that I'm using to much bandwidth and that they will limit my account.
Debra
Weldon, California
U.S.A.
05/12/2008 Case Reviewed by BBB - MyComplaint
05/12/2008 Case Received by BBB
(Less)
Case Description: I ordered the wildblue service in February. It took them two days to ship and three weeks to install.I had... (More) I ordered the wildblue service in February. It took them two days to ship and three weeks to install.I had great service at first and that was with their lowest priced package. Then it started getting slower than the slowest dial-up service. Then I was unable to get online in the evenings. I was told I exceeded my bandwidth usage agreement. I'd never heard of that. So I asked for the highest priced package, since the sales representative assured me that if I upgraded to the most expensive package that my speed would always be extremely fast and I would always be able to get online. Well, my service got worse. It got slower and sometimes it would even kick me off of the internet. Then I called in and they told me that I had again violated my bandwidth usage agreement. Well, then I decided that there would be no more than 35 hours of internet usage each week and the representative assured me that would fix my problem. My service got even worse. Now, I can only get online in the mornings and afternoon-SOMETIMES!!!! I have to pay for dial-up in order to browse the web every single late afternoon, evening and also at night. I want the kind of service that I paid for or I want a full refund for the equipment, the shipping and handling charges, the price of the Dial-up service that I have to pay for, and all the monthly service charges. I will need the money to set up service with another, more honest and reliable high speed internet provider. I had to use my dial-up service to file this report, because wildblue won't work.
I want the kind of service that I paid for or I want a full refund for the equipment, the shipping and handling charges, the price of the Dial-up service that I have to pay for, and all the monthly service charges. I will need the money to set up service with another, more honest and reliable high speed internet provider. I had to use my dial-up service to file this report, because wildblue won't work.
05/13/2008 More info received from the consumer Now, I have been unable to get online ALL day long.
05/14/2008 More info received from the consumer
--------------------------------------------------------------------------------
I just contacted wildblue and asked them why my wildblue internet service was not working all day long yesterday and all night long last night. I was polite, too. The person that I contacted, refused to answer and hung up on me. I am using my wildblue connection, today, but for how long will I be able to connect, using wildlue. I paid $105+ for my service, this month. I think I should have the likelihood of using my very expensive satallite connection for longer than a few minutes a day.
05/19/2008 More info received from the consumer
--------------------------------------------------------------------------------
In addition, I am unable to go into certain parts of a RPG game that I play every single day with the wildblue service. I can do it with the dial-up service, so there is nothing wrong with my computer.
--------------------------------------------------------------------------------
05/16/2008 More info received from the consumer
--------------------------------------------------------------------------------
Now, it is 5/15/08. I could not used wildblue to go online. Started trying 3 1/2 hrs ago. Then i gave up and used the dial-up service
05/21/2008 More info received from the consumer
--------------------------------------------------------------------------------
I was unable to get online with my wildblue satallite service from 4-11pm yesterday and last night. I want my money back.
--------------------------------------------------------------------------------
05/20/2008 More info received from the consumer
--------------------------------------------------------------------------------
AGAIN, I was unable to browse the internet using the wildblue service-ALL night long, last night.I have been unable to go onlione using my wildblue internet connection since 3:30 pm today, either. I am still unable to view my bandwidth usage. I have never been able to view it, anyhway-no matter what limited assistance I was able to get from the wildblue technicians.
I want Wildblue to get their equipment off off my house and I want ALL my money back. I Paid a fortune for this lousy service and I need my money back so I can pay for a reliable Internet Provider. They haven't tried to fix anything and they really don't want or have the know-how to make it reliable. All they want is my money.
tatus: Consumer rejects business' final offer (More)
Activity
Date Activity Description
06/13/2008 More info received from the consumer
--------------------------------------------------------------------------------
Still no attempt to resolve this by wildblue.
I want my money back and I want them to return my calls.
--------------------------------------------------------------------------------
06/13/2008 Forward Consumer Rebuttal to Business
06/12/2008 More info received from the consumer
--------------------------------------------------------------------------------
No resolution has been reached. Wildblue has still not attempted to contact me since my call to them. They did send me an email stating that I'm using to much bandwidth and that they will limit my account.
--------------------------------------------------------------------------------
06/12/2008 Consumer rejects business' final offer
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never notified of the Fair Abuse Policy before I got the service. I never received a Welcome packet and WHO gave me a Customer Agreement? Was it the INVISIBLE MAN, wit an INVISIBLE Welcome packet? I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I still have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue. Yes, people often trip over this wire.
As for what they are charging me:
Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse.
In addition, they charged me $50 more than the agreed upon price of installation.
--------------------------------------------------------------------------------
06/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still not returned any messages that I have left for them. They do not want to resolve the situation. I want my money back, I want them to take their equipment, I want a refund for the equipment. I don't want to do business with them again. They don't tell the truth and I don't want to do business with them. I have cancelled the credit card from which they have been taking out the unauthorized payments. I have never had them explain a legitimate reason for why they have billed me such different amounts for the same lousy quality of service.
There is no reaching any middle ground with them because they have always dealt dishonestly with me from day one. I can't do business with a company that is dishonest. I won't.
--------------------------------------------------------------------------------
06/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
There has still been no response to my telephone calls to Wildblue to resolve this issue. Wldblue refuses to honor their word regarding our agreement when I first ordered their service.
--------------------------------------------------------------------------------
06/10/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still failed to return my calls. I have left messages. They have ignored my messages. This is not a technical issue, this is customer service issue and they deliberately lied when they sate they have contacted me. They did not contact me. I have been very thorough in keeping you up to date on ALL of my experiences with Wildblue. They have failed to contact me, they have not attempted to resolve the issues that I have with their company. They lied to me so that I would be their customer, and they are just dishonest and very rude.
As of today, they have ignored all my concerns and my complaints, they have hung up on me in the past, and they are dishonest.
--------------------------------------------------------------------------------
06/09/2008 Received Business' Rebuttal Response
--------------------------------------------------------------------------------
The customer has been contacted by our Care Escalations agent for additional education on the Fair Access Policy, etc. In addition, we suggest that if the customer is experiencing any technical issues that she call Technical Support for assistance. Thank you.
--------------------------------------------------------------------------------
06/08/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still made no attempt to return my calls. Here is what happend when I tried using Wildble Internet this morning.
I got this page when uing ezlegalfile:
Internal Server Error
Internal Server Error occurred.
Return to the application
--------------------------------------------------------------------------------
Status Code: 500
Requested Resource: /elf/savedata.jsp
Exception Type: class java.lang.NullPointerException
--------------------------------------------------------------------------------
Sun Jun 08 07:02:50 PDT 2008
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06/07/2008 More info received from the consumer
--------------------------------------------------------------------------------
6/7/08 @ 12:15 pm:
I have still not had a response to my phone call requesting a resolution to my case. No phone calls, no letter, no nothing.
As they do know my work days and work hours, I assume that they called at that time, knowing I would not be at home and knowing that they would HAVE to leave a message with the intention of not returning my call when I got their message.
Thank you.
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I want Wildblue to just refund the money I paid for the equipment and refund a part of my monthly fees that they have charged. I think it's a bit ridiculous that they have charged me such different amounts, when the service is not even as good as dial-up.
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I am stil waiting for a reply from Wildblue. So far, I have NOT received one.
I'm waiting for the issues to be addressed. So far they have failed to do so.
--------------------------------------------------------------------------------
06/05/2008 More info received from the consumer
--------------------------------------------------------------------------------
I received a message from someone called danielle who worked for wildblue. Her message stated that she wished to speak to me about my BBB complaint. She left a phone number for me to return her call. I did return the call, but I did not get anything but an answering machine, so I left a message for her stating that I was returning her call, what it was regarding, and gave her my name and phone number, as well as the best times to reach me. As of today, i have not heard from her. So, this issue is still not resolved.
--------------------------------------------------------------------------------
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Additionally, as I have previously stated (in a concentrated version), I like to play a game. It's called Renaissance Kingdom. I cannot enter any of the chatrooms using Wildblue. I have to PAY Earthlink for dial-up so that I can use the chat rooms in this game.
Also, I am unable to access my bank accounts using Wildblue Internet. However, with Earthlink, I can. It is unfair that I have to pay for a service which does not function well enough to do what I need to do online.
Also, I unable to complete legal form from www.ezlegalfile.com. This is unfair. I want my money back and I want them toget their equipment out of and off of my home AND I want my money back. ALL of it.
--------------------------------------------------------------------------------
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Today (6/3/2008), I am having to use dial-up service because, after 1 1/2 hour of using my wildblue account in order to view just one page on the internet, I was unsuccessful. The connection was that slow.
--------------------------------------------------------------------------------
06/02/2008 Forward Consumer Rebuttal to Business BLT.cf.rtf
05/30/2008 BBB Reviews Consumer Rebuttal to Business Response
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was ever notified of the Fair Abuse Policy before I got the service. I never received a Wlcome packet and who gave me a Cusomer Agreement?I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I stioll have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue.
As for what they are charging me-Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse
--------------------------------------------------------------------------------
05/29/2008 Forward Business response to Consumer CLT.cf.rtf
05/28/2008 Receive Business Response
--------------------------------------------------------------------------------
Contact Name and Title: Care Escalations
Contact Phone: XXX
Contact Email: [email protected]
Thank you for bringing Ms. Edwards complaint to our attention. The customer is in a FAP status and troubleshooting for slow speeds cannot be performed until the customer is out of the status. The customer is informed of the FAP policiy at the time of sale, in a Welcome Packet received before installation and in the Customer Agreement. The customer can go online at WildBlue.com to read more about the rolling 30-day period and how she can prevent excess usage. Thank you for the opportunity to respond.
06/02/2008 Forward Consumer Rebuttal to Business BLT.cf.rtf
05/30/2008 BBB Reviews Consumer Rebuttal to Business Response
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was ever notified of the Fair Abuse Policy before I got the service. I never received a Wlcome packet and who gave me a Cusomer Agreement?I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I stioll have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue.
As for what they are charging me-Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Additionally, as I have previously stated (in a concentrated version), I like to play a game. It's called Renaissance Kingdom. I cannot enter any of the chatrooms using Wildblue. I have to PAY Earthlink for dial-up so that I can use the chat rooms in this game.
Also, I am unable to access my bank accounts using Wildblue Internet. However, with Earthlink, I can. It is unfair that I have to pay for a service which does not function well enough to do what I need to do online.
Also, I unable to complete legal form from www.ezlegalfile.com. This is unfair. I want my money back and I want them toget their equipment out of and off of my home AND I want my money back. ALL of it.
--------------------------------------------------------------------------------
06/03/2008 More info received from the consumer
--------------------------------------------------------------------------------
Today (6/3/2008), I am having to use dial-up service because, after 1 1/2 hour of using my wildblue account in order to view just one page on the internet, I was unsuccessful. The connection was that slow.
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I am stil waiting for a reply from Wildblue. So far, I have NOT received one.
I'm waiting for the issues to be addressed. So far they have failed to do so.
--------------------------------------------------------------------------------
06/05/2008 More info received from the consumer
--------------------------------------------------------------------------------
I received a message from someone called danielle who worked for wildblue. Her message stated that she wished to speak to me about my BBB complaint. She left a phone number for me to return her call. I did return the call, but I did not get anything but an answering machine, so I left a message for her stating that I was returning her call, what it was regarding, and gave her my name and phone number, as well as the best times to reach me. As of today, i have not heard from her. So, this issue is still not resolved
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
I want Wildblue to just refund the money I paid for the equipment and refund a part of my monthly fees that they have charged. I think it's a bit ridiculous that they have charged me such different amounts, when the service is not even as good as dial-up.
06/08/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still made no attempt to return my calls. Here is what happend when I tried using Wildble Internet this morning.
I got this page when uing ezlegalfile:
Internal Server Error
Internal Server Error occurred.
Return to the application
--------------------------------------------------------------------------------
Status Code: 500
Requested Resource: /elf/savedata.jsp
Exception Type: class java.lang.NullPointerException
--------------------------------------------------------------------------------
Sun Jun 08 07:02:50 PDT 2008
--------------------------------------------------------------------------------
06/07/2008 More info received from the consumer
--------------------------------------------------------------------------------
6/7/08 @ 12:15 pm:
I have still not had a response to my phone call requesting a resolution to my case. No phone calls, no letter, no nothing.
As they do know my work days and work hours, I assume that they called at that time, knowing I would not be at home and knowing that they would HAVE to leave a message with the intention of not returning my call when I got their message.
Thank you.
--------------------------------------------------------------------------------
06/06/2008 More info received from the consumer It is now 3:30pm. Still no reply or response from Wildblue
06/06/2008 More info received from the consumer
--------------------------------------------------------------------------------
Hi, it is now 10:47 am and I am still waiting for Wildblue to contact me to resolve this complaint. So far, no calls.
Here is the total of what they have charged me for my equipment: on 2/19/08- $395.70. They need to pay me back for that. On 3/08/2008, they finally installed it and they charged me:$55.12. On 4/08/08 they charged me: $49.95. On 5/08/08 they charged me: $105.61. Since I have had to pay for Earthlink and also for a second phone line throughout the whole time since I have received the equipment from Wildblue, it is only fair that they pay me back the total of ALL money that they have received from me.
$395.70
$55.12
$49.95
$105.61
---------
$606.38
I am willing to accept that I have the bills for the extra phone line and for the Earthlink service. As they are very reliable, I won't ask Wildblue to pay me back for them. As wildblue is so very, extremely unreliable and their customer service is so extremely bad, I want Wildblue to remove all equipment, IMMEDIATELY and give me my refund-IMMEDIATELY. Like as in TODAY!
6/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still not returned any messages that I have left for them. They do not want to resolve the situation. I want my money back, I want them to take their equipment, I want a refund for the equipment. I don't want to do business with them again. They don't tell the truth and I don't want to do business with them. I have cancelled the credit card from which they have been taking out the unauthorized payments. I have never had them explain a legitimate reason for why they have billed me such different amounts for the same lousy quality of service.
There is no reaching any middle ground with them because they have always dealt dishonestly with me from day one. I can't do business with a company that is dishonest. I won't.
--------------------------------------------------------------------------------
06/11/2008 More info received from the consumer
--------------------------------------------------------------------------------
There has still been no response to my telephone calls to Wildblue to resolve this issue. Wldblue refuses to honor their word regarding our agreement when I first ordered their service.
--------------------------------------------------------------------------------
06/10/2008 More info received from the consumer
--------------------------------------------------------------------------------
Wildblue has still failed to return my calls. I have left messages. They have ignored my messages. This is not a technical issue, this is customer service issue and they deliberately lied when they sate they have contacted me. They did not contact me. I have been very thorough in keeping you up to date on ALL of my experiences with Wildblue. They have failed to contact me, they have not attempted to resolve the issues that I have with their company. They lied to me so that I would be their customer, and they are just dishonest and very rude.
As of today, they have ignored all my concerns and my complaints, they have hung up on me in the past, and they are dishonest.
--------------------------------------------------------------------------------
06/09/2008 Received Business' Rebuttal Response
--------------------------------------------------------------------------------
The customer has been contacted by our Care Escalations agent for additional education on the Fair Access Policy, etc. In addition, we suggest that if the customer is experiencing any technical issues that she call Technical Support for assistance. Thank you
06/12/2008 Consumer rejects business' final offer
--------------------------------------------------------------------------------
--------------------------------------------------------------------------------
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never notified of the Fair Abuse Policy before I got the service. I never received a Welcome packet and WHO gave me a Customer Agreement? Was it the INVISIBLE MAN, wit an INVISIBLE Welcome packet? I can never access my bandwidth usage page. And none of their 'technicians' can help me. In addition, I still am unable to access parts of the internet with Wildblue and I still have to pay for dial-up in order to be able to do everything that I need to do on the internet. Wildeblue LIES, LIES, LIES.In addition, I ordered the service through DirectTV and I am supposed to be receiving a discount, but I'm not getting a discount. The installer did NOT install the system where he was instructed to install it and I have had to buy wiring and I have to have a wire stretching across the length of my livingroom in order to hook up my computer to Wildblue. Yes, people often trip over this wire.
As for what they are charging me:
Here are their bills:
$55.12 03/08/2008 to 04/07/2008
$49.95 04/08/2008 to 05/07/2008
$105.61 05/08/2008 to 06/07/2008
And the quality of the service never gets better. It only gets worse.
In addition, they charged me $50 more than the agreed upon price of installation.
Date Activity Description
06/13/2008 More info received from the consumer
--------------------------------------------------------------------------------
Still no attempt to resolve this by wildblue.
I want my money back and I want them to return my calls.
--------------------------------------------------------------------------------
06/13/2008 Forward Consumer Rebuttal to Business
06/12/2008 More info received from the consumer
--------------------------------------------------------------------------------
No resolution has been reached. Wildblue has still not attempted to contact me since my call to them. They did send me an email stating that I'm using to much bandwidth and that they will limit my account.
Debra
Weldon, California
U.S.A.
