I signed up for Wildblue Internet on January 10th. That evening, the installer came out-did his thing and electronically signed that all was ok. I got home and he had his laptop out, showed me he had a connection and he left. That night at 10pm I downloaded 2 movies and went to bed. 5 hours later I got an email stating I was at 70% usage-FOR THE MONTH. Keep in mind I had service for only 10 hours when this happened. I called Wildblue and they said to call later because my account was so new they couldn't find me. I called back the next day after completely unplugging my modem and router.
Nothing was connected because I wasn't about to pay for excess usage when there was obviously a problem. I called and was put on hold for 45 min. I had to finally hang up and decided to email them. I emailed and explained my problem. I heard nothing. I then got on the web page again and send another contact email-still nothing. On January 23rd I logged in and found that a new bill had been created and even after everything was unplugged I still showed usage! I was furious. How on earth is there usage when I unplugged everything? I finally called on Feb 8 to cancel.
Nobody in almost a month was returning any phone calls or emails. Why am I paying for a service that I can't use? Why I am paying for a service that I cannot get any help with? I spoke to Eileen at their customer service desk and explained that for almost a month I have been trying to contact Wildblue because I think there is a serious problem with my account showing usage I am not using. I shouldn't be paying 60.00 a month so that all I can get is 2 movies downloaded. Not to mention NOBODY will call me back.
She said, I can cancel but because you signed an agreement you will need to pay 15.00 per month for the 23 months you were locked into an agreement. I couldn't believe what I was hearing. Not only do I not get resolution for a problem or any sort of communication, but now you expect me to pay for services for the next 23 months because I am choosing to cancel?? I asked to speak with a supervisor. She put me on hold for 10+ minutes and came back to tell me that "Brandon" could not speak with me because he was the only one there and he was too busy.
This was a complete joke. THEN, she had the nerve to say, "Brandon says your reason for asking us to waive the fees is not good enough". NO JOKE. I said to her, "So I have to pay for services that obviously have a problem that you won't send someone out to look at and when I choose to cancel because that is my only option you are going to charge me? I actually laughed out loud. She told me she will cancel my account. I got an email on Feb 11th that a new bill had been created for 360.00. This company is a joke. Wildblue/ViaSat/Excede is a scam.
They install, charge you an arm and a leg and then you are on your own. I would rather pay TWICE as much for service from a company that cares. They expect you to sign up and then you are on your own. DO NOT use any services from Wildblue/ViaSat/Excede whoever they call themselves. Still to this day after numerous attempts I have not had one return call or email. WHAT A COMPLETE JOKE OF A COMPANY. This is UNFAIR BUSINESS PRACTICES and we as customers need to do something so that the next person doesn't get treated unfairly.