Comments for WildBlue Sucks

Comment on Wildblue Satellite/ViaSat FAP – by Todd by Justin

Justin — Sun, 13 May 2012 01:51:36 +0000

I am in the same boat , for the third time. I hate satellite and long for the day to switch providers. satellite has never treated me with any respect as a paying
. YOU SUCK. SATTELITE, IN ALL YOU DO.

Comment on Former WildBlue Tech Support Agent by TS

TS — Wed, 09 May 2012 23:18:55 +0000

To the lowest tech agent? Do you honestly believe that? I got a kid to feed and I had no choice but to take this job.

It is people like you who probably get really shit support cause you act like a jackass to the techs. Wildblue isn’t a scam, they just really suck.

And to the guy that was thinking about becoming an installer, run. It is only a matter of time before they over sell Exede and it all goes to crap again.

Comment on Former WildBlue Tech Support Agent by Dave

Dave — Mon, 07 May 2012 21:55:53 +0000

And I was thinking about becoming an installer.
This sure changed my mind. Was an installer for Hughes, but got no backup on sales. RS&I their distributors had favorite dealers whom they would give preferences to over the local guy.

Comment on Wildblue Satellite/ViaSat FAP – by Todd by colin

colin — Sun, 06 May 2012 22:03:58 +0000

Aaron T
Thank you Colin. Please allow me 2-3 minutes to pull up your information and I will be more than happy to confirm the
usage for you.
Aaron T
You are currently at 77% download, and we do send out e-mails to educate you that you are close to your limit. We do
not want to see you get throttled down in speeds please Monitor Your Usage:
https://myaccount.wildblue.net:8443/wbisp/wildblue.net/ – What other questions do you have for me?
Colin
The last time I received a usage alert I was metered down at 96% now I am at approximately 76% and receiving a
usage alert.
Aaron T
We like to attempt to do it when you are at 80% – sorry about the confusion.
Colin
I therefore conclude that I am about to get metered down again and that…let me see…all that frustration that you
hear all day from all your other customers that is how I might feel about that.
Colin
So I am wasting my time talking to you arent I?
Aaron T
Please monitor your usage and you will not feel the frustration. And no, I do not feel anyone is ever wasting there time
speaking with me. But if you would like to speak with someone on the phone please call us at 1-866-945-3258. Was
there anything else I may assist you with?
Colin
You told me just now that you alert at 80% but you also told me that I am at 77% what does that mean
Aaron T
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Correct Colin. The machine perhaps could have assisted you (helped you) earlier. I see no ill with this? I apologize if I
am missing your point? You do not want to be monitored? Or you want consistency? Typically you should be monitored
at 80% and then again around 95%. All to help you. What else may I help you with?
Colin
Perhaps I misunderstand, you are telling me that you automate a response at an 80% threshold is that correct?
Aaron T
Correct.
Aaron T
And that is fine Colin, I am glad we are on the same page now. How else may I assist you?
Colin
Why would an automated response be issued at 77% ? That causes me to question the accuracy of the bandwidth
monitoring
Aaron T
I understand that question, however I would not worry much about it. It is close enough to 80% that the monitoring
system gets flagged to send you information. It will always be accurate on our end – and the machine’s end.
Aaron T
We got you a little bit early this time. We really urge our customer’s to watch their own usage and not rely on our
automatic announcements.
Colin
So you are saying that what I look at is not accurate but what you look at is accurate?
Aaron T
Ours matched up.
Colin
your monitor and my monitor matched up?
Colin
our percentages?
Aaron T
Correct. You got an e-mail that was monitored at 76% – I view it now at 77%. With the information and how it travels -we are on the same page. Colin – it seems you have a lot more questions and care that I may not be able to assist you
with, please touch bases with our phone team at 1-866-945-3258. Was there anything else I may assist you with?
Colin
so we are in synch right now. i am showing 77% and so are you, that is the best available information?
Aaron T
Correct.
Colin
if we are in synch at 77% and a threshold alert has issued 3 hours ago, clearly your system is not working correctly. No
alert should have issued before 80% and my percentage has been rising steadily
Aaron T
What percentage are you at right now?
Colin
certainly less than 80% but I will verify
Aaron T
Thank you.
Colin
77.4%
Aaron T
That is what we show Colin. The system “gave” you information sooner then 80%. Feel lucky it did to give you the
heads up. We are synced up. If you have any more issues with this here is our mailing address for our legal team; Legal
Department WildBlue Communications, Inc. 349 Inverness Drive South Englewood, CO 80112
Colin
Why are you referring me to your legal team? I am a loyal customer I simply want to resolve this issue with you. I am
frankly confused.
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Aaron T
There is no issue Colin. I understand confusion, but I really have to direct you to our number then 1-866-945-3258. I
apologize that I cannot explain it in a way where you are secure with me. It is time you use another outlet – please call
us. 1-866-945-3258.
Colin
I only have a couple of more questions and I do not have a phone may
Colin
may I be permitted to ask a couple of more questions?
Aaron T
Colin, absolutely. And I am glad you are a loyal customer, maybe my confusion is what do you want the outcome of this
chat to be? And absolutely you may ask more questions. How may I help you?
Colin
I pay the most I can for the most bandwidth I can. I watch my usage obsessively and track it. There is not rhyme or
reason to the rolling 30 day plan. For example did you know that your customer side monitor does not track customer
usage on the 30th
Colin
and 31st of each month
Colin
but that is deceiving because you can be penalized for using bandwidth on those days
Aaron T
There is some math with it Colin. And I am sorry about that.
Colin
the last time I received a usage alert I was shut off at 96%, that is the reading I had simultaneous to receiving and
after the alert
Colin
so now when I am receiving an alert at 77% I am worried I will be metered down again
Aaron T
Oh wow Colin, once again I am sorry that happened to you.
Aaron T
No, you are fine Colin. What were the other questions you wanted to ask?
Colin
I promise you that on the 31st and 30th of every month your customers cannot track their usage. There is no math
involved. On those dates for 48 hours customers usage is pegged wherever it is
Aaron T
There is nothing I can do about that Colin, I am sorry it is trouble for you.
Colin
but they can be penalized, the rolling 30 day plan is fictional and its the root of a lot of evil, a lot of anger and
frustration come of this horrid and inaccurate system
Colin
now I am left to guess what Percentage I have to stop using at to avoid being metered down, its not 100% thats for
sure
Aaron T
I can tell, and if you were able to upgrade to our new Exede Services we took out the 30 day rolling all together.
Colin
how do I get this excede?
Aaron T
From my knowledge base it is 100%. But it sound likes (when you have a phone) call our technical team and speak to
them at 1-866-945-3258 (option 2).
Aaron T
It is an upgrade that our phone team produces. All you do is call in – inquiry about it – add it – then enjoy (comes with
new equipment.).
Colin
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what does it cost? I am very interested
Aaron T
Allow me to get that information to you please.
Aaron T
It may be best to look here for all the detail. http://help.wildblue.net/care/article/5074&category=3822
Colin
whats the monthly cost and how much bandwidth do you get?
Colin
remember no phone here, just need monthly cost and bandwidth
Aaron T
Priority Upgrade Program
12 Mbps or 5 Mbps (depending on location)
New Equipment
Variety of Package to choose from:
Plan 1: $49.99/mo w/ Total Data Allowance (down & up) of 7.5 GB
Plan 2: $79.99/mo w/ Total Data Allowance (down & up) of 15 GB
Plan 3: $129.99/mo w/ Total Data Allowance (down & up) of 25 GB
By taking part in this program, you will be required pay a onetime upgrade fee of $149.99 or $249.99 (depending on
your current service activation date) to reserve your installation upgrade when installations begin in approximately the
April or May timeframe.
Current Service Activation Date BEFORE July 1, 2010: $149.99
Current Service Activation Date ON or AFTER July 1, 2010: $249.99
NOTE: Upgrade fee includes installation service call and new equipment
Colin
I see that now, I was not seeing that part thanks, so I can go from 85 bucks and 17 GB to 130 and 25 GB, might be
worth it. Well thanks
Colin
I will stay under 95% for now, I hope you guys sort that out. thanks again
Aaron T
Thank you Colin for being the best part of ViaSat provider of WildBlue and Exede services. Do not forget you may
always engage your information at http://www.wildblue.net where you can view your statements and make one-time
payments. Have a wonderful rest of your day!

Comment on Former WildBlue Tech Support Agent by colin

colin — Sun, 06 May 2012 21:45:03 +0000

Anyone working at that company is complicit in an evil scam. From the CEO to the lowest tech support agent. It may not help your cause personally to complain to tech support BUT THEY CERTAINLY KNOW BETTER THAN ANYONE WHAT A SCAM WILDBLUE IS. THEY ARE JUST AS BAD IF NOT WORSE THAN ANYONE AT THAT COMPANY. ANYONE WHO WORKS FOR WILDBLUE IS A DIRTBAG.

Comment on Former WildBlue Tech Support Agent by colin

colin — Sun, 06 May 2012 21:41:35 +0000

I would love to believe this but I do not believe this. Dial up is better and costs about 10 dollars with a land line. Not interested in any more wild blue products. I really hope no one else gets sucked in to this scumbag scheme. Even if the new product is better (questionable) it is still the same company. I think they are evil.

Comment on Former WildBlue Tech Support Agent by colin

colin — Sun, 06 May 2012 21:34:14 +0000

Hi could you please post the text of that link? I cannot get to it. I would not be surprised if wild blue was blocking access to it. If it is about the 30th and 31st of every month I warn you that the customer side bandwidth monitor shuts down on the 30th and 31st but wild blue continues to monitor usage. I have been shut off several times on the 30th and 31st not because I was aware of this glitch but BECAUSE YOUR USAGE METER WILL PEG STATIC WILL NOT CHANGE ON THE 30TH 31ST OF EACH MONTH. BE CAREFUL I HAVE BEEN SHUT OFF AT 96% 97% AND SEVERAL TIMES AT 98% I WOULD REALLY LIKE TO SLAP SOMEONE BUT I WONT. THIS HAS CAUSED NO END OF MENTAL ANGUISH FOR ME. I HATE THEM AND THOSE ARE STRONG WORDS

Comment on ATTENTION WILDBLUE CUSTOMERS by Kristin Russell

Kristin Russell — Fri, 04 May 2012 21:37:30 +0000

Has anyone else had issues with Wild Blue deducting money from their checking accounts whenever and for whatever reasons they deem fit? They deducted $285.42 from our checking account last Saturday 4/28/12 for service termination when we were not made aware by THEIR installer that there was an online statement to be signed. They had no issues taken payment from us every month, and did reconnect us without charge, but the $285.42 still has not been refunded & it is now day 5 that they said it ‘might’ take. To top it off, they deducted $60.11 from our account today for the next month’s services which last came out of our account on 4/7/12. Hmmm, that’s not 30 days! If there is class action, please include us!

Comment on Wildblue Satellite/ViaSat FAP – by Todd by Devin Bent

Devin Bent — Wed, 02 May 2012 00:33:46 +0000

Multiple complaints.

1. The speed is terrible at time and abysmal at others. I sometimes click on a single email and go get a snack or work on a Word document off-line while I wait.

2. I frequently have to use the basic version or gmail times out.

3. Service was out for days and I jumped thru their hoops repeatedly in a vain attempt to cure my problems. After days, they sent a notice that someone had cut their power line. No apology for wasting hours of my time. No refund.

4. Whenever I log on to their sites, it says I need to maximize etc. I have done it over and over — so have my son and my son-in-law outstanding computer professionals. But I still need to maximize.

5. I have never received a refund for anything. And twice they have threatened me with their draconian cutbacks even though I couldn’t possible exceed their limits. Clearly the amount of the cutback is way out of proportion to even the claimed. It is rapacious policy designed to intimidate us.

6. I am considering an alternative would like feedback. But I will come back later and post that.

Thanks for putting this board up. We need to find a better alternative if that is possible and publicize it. That would give them what they deserve.

Comment on Former WildBlue Tech Support Agent by TS

TS — Sun, 22 Apr 2012 00:43:38 +0000

As a former Wilblue tech support/installer support agent what J is saying is true for Viasat. Download speeds are great, ping still sucks (1500ms avg during most of my test), and while Netflix/youtube works better I still wouldn’t recommend it.

The old system sucked (which is an understatement), no doubt. The new system has a ton of bugs though. Usage charts not being correct, SB2 modems not locking with routers, some secure sites not displaying at all. Also, bandwidth usage did increase until you get to the 150 dollar package and still – 25gigs of data is going to be eaten through in no time.

So yea, you can just hit your “DAP’d” aka FAP a lot faster. Sounds great huh. Lets not forget that with the new Exede you have to get new equipment which I believe also brings a new contract. Ouch.

That is it from me but here is a plea I wish to leave for those who are still stuck on the phones at the technical support. Please, dont take it out on the peons on the phone. If anything, go to the office or billing to rip off the head of whoever lied/did not tell you the entire situation of WB.