• Report: #938096

Complaint Review: WildBlue/ViaSat

  • Submitted: Fri, September 07, 2012
  • Updated: Fri, September 07, 2012

  • Reported By: Gman — Fraser Colorado United States of America
Englewood, CO 80155 Englewood, Colorado United States of America

WildBlue/ViaSat Exede, WildBlue Very Expensive / Poor Quality / Terrible Customer Service Englewood, Colorado

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We recently moved, unfortunately our new location did not have any options other than Satellite or 3G access to the internet. After completing my research I decided to get the ViaSat Exede / Wild Blue satellite service. The first issues started with getting a technician to install the service, ViaSat
uses 3rd party companies to do the installation and the communication between ViaSat, the installers and the customers is terrible. After 6 phone calls, discussions with 10 different people we finally were able to get an install date scheduled (no call no show on the first scheduled date), this was a 6 week process to finally get the service installed.

I would consider myself a moderate a low internet user, I do some data sharing, RAW photography, website building, email, Facebook, some video tutorials, I am on the internet 1-2 hours per day.  My recent experience with Satellite Internet Service / ViaSat is, if you only use the internet to check email and browse websites you should be fine, if you do any data transferring or sharing, gaming, watching or downloading movies you will use up your data package VERY quickly. In the first 30 days of what I would consider moderate to normal use, and please note we purposefully monitored our usage, we blew through over 30.0GB of data! If I did not monitor my usage and used the internet as I normally do, I calculated my data usage would have been 45 - 55GB!

The largest data package offered by Viastat is 25GB for $130.00 / per month and $10.00 for every additional 1GB!  I calculated under normal daily usage which I consider low to moderate, the cost of my monthly service will be $350.00 - $450.00 per month, this is if I didn't want the penalized reduced throttled down speed, which I believe many people settle for until their data is reset.

I used to have Xfinity, $65.00 / per month, unlimited data and screaming speeds, unless you have no other options and live in a rural area I would stay far away from ViaSat / Exede / Wild Blue.

I won't bore you with my other interactions with ViaSat's Customer Service however I will state that it is the worst customer service I have ever dealt with, they don't do what they promise to do and they have zero follow through. Basically they have a texting system between departments,  and don't have any interaction with supervisors or managers that can resolve problems, the left hand does not know what the right hand is doing, complete and total incompetence.    

ViaSat  should offer an unlimited data options / plans and completely rebuild their customer service

I highly recommend staying far away from this company, I am personally recommending to our HOA board as well as our Chamber of Commerce and Rotary Clubs to not use ViaSat / Exede / Wild Blue unless no other possible options exist, as soon as 4G is available or any other possibilities exist for internet service I am discontinuing this service.  

This report was posted on Ripoff Report on 09/07/2012 01:39 PM and is a permanent record located here: http://www.ripoffreport.com/r/WildBlueViaSat/Englewood-Colorado-80155/WildBlueViaSat-Exede-WildBlue-Very-Expensive-Poor-Quality-Terrible-Customer-Service-938096. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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