Vaisat, Inc./Wild Blue Communications & Exede Communications BEWARE! Choose death over using this company. Englewood Colorado

When I ordered the services, I was told I was getting the new 12 gig speed. I asked about up front costs and was told the promotion was free installation along with the $49.99 account set up fee, then the first month’s service. When the installer, very unprofessional with the appearance of a gang member, arrived he started setting up and informed me I owed him $50 for the pole to install the satellite on. I refused to pay it since this was supposed to be free install and I had already paid the account set up fee. He continued to set up and I told him I wasn't paying him anything. He call Exede Installer Relations who told me the service would not be installed unless I paid the installer for the pole. I refused and the installer left.

When I contacted Customer Service, I was told installation at a mobile home was a non-standard installation and that the fee was due. I asked why I wasn't told this upfront. The response was that I didn't inform the sales person I lived in a mobile home. I was never told there was an informed there were different types of installations. When I told them to cancel the account, I was told by a CSR and CSM that I would be charged an early termination fee.  I continued to call back each day asking if they were going to do the install and if they were they needed to refund my money. Their continued response was they weren't going to cancel and if I wanted a refund, I had to cancel and then be assessed an earlier termination. Finally, I reach a CSR that gave me a credit for the $50 pole charge. A new install date was scheduled.

On the installation date, the Viasat Inc./Exede installer Melvin came from a contractor in Shreveport. He told me I had to give him $50 and I told him I understood. He installed the service and while he was getting connected on his computer, I asked him to sign a receipt and I gave him a check. He became very upset because he wanted cash which I didn't have. I later learned the name he signed on the receipt was bogus. He told me to start my computer. Ironically my desktop would not start. So I gave him my laptop while I worked on the desktop. Once he was through and the connection was made on my laptop, he showed me the craiglist.org page verifying the connection was complete. He left while I was still trying to get the desktop to start.

When I gave upon the desktop, I picked up the laptop and opened my e-mail since I hadn't had internet access for over three months. The first e-mail I found when I opened Outlook was a CONTRACT with Viasat Inc./Exede showing it had been electronically signed by me. I was angry to learn there was a contract allegedly signed by be, not to mention there was more terms than the two years I had agreed to when I accepted the services. Furthermore, I would have NEVER agreed to anyone or any company having unlimited access to my credit card or bank account for charges they deemed with no prior authorization. A bill notification is sent only after charges are debited.  I called Viasat Inc./Exede and report this to them. I was told the installers would NEVER sign a contract for the customers and that my IP address was on the contract and there was nothing I could do about it. I told them these were deceptive practices. I was informed I was sent an order confirmation and I should have read it. DUH, why would a terms of a contract not be discussed at the time of discussing the service? Why would terms of a contract not be discussed along with the requirements of services? Why would they be sent in an e-mail top someone that has already informed sales people they have had no internet service for over three months and I was in withdrawals being without it?

Now I have been trying to install MS Office and can't get it to validate. I check my data allowance usage and found I had used 2.5 gig. I called Viasat Inc./Exede and was told I had downloaded a very large file which consumed the allowance. I checked the MS Office 2103 file size download and found it to be 557KB.file size for MS Office that was downloaded and it was only 557KB. I contacted Microsoft Support who remoted into my computer and told me they couldn't help me until I took my computer to Starbucks, McDonald's, or somewhere that had a fast connection since mine was too slow. I couldn't understand this so I started running speed tests. For a week, my speeds from Viasat Inc./Exede were running between 2-5 mbps download and .68-2 mbps upload. The speeds are very inconsistent. I contacted Viasat Inc./Exede and a young lady set up a service call for 7/20/13. Ironically Friday night, 7/19 prior to the service call, my speeds began to increase and hold around 17-18 mbps download and 1.5-3 upload. I cancelled the service call around 10am 7/20/13 because of the obvious. About 3pm, the speeds dropped to 5-8 mbps and are currently holding at this speed 7/21/13, 7:30 pm. Documents of speed tests can be provided for the week of 7/14-8/1 to support the aforementioned facts.

I have tried to cancel to no avail. The CSR would not allow me to talk after I informed her to cancel my account because of the disclaimer warning me of early termination fees. Further stating they had no obnligation to provide any speeds other than up to 12 mbps which they had done even though it was slower than advertised or state prior to services. They have been notified by e-mail that any preceived authorizations to charge my credit card are revoked as of 8/2/2012.