• Report: #1014251
Complaint Review:


  • Submitted: Thu, February 14, 2013
  • Updated: Thu, February 14, 2013

  • Reported By: Erin — Oregon United States of America
Internet United States of America

Wildblue ViaSat Did not provide service-but expected me to pay! Internet

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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. 

This report was posted on Ripoff Report on 02/14/2013 11:55 AM and is a permanent record located here: http://www.ripoffreport.com/reports/wildblue/internet/wildblue-viasat-did-not-provide-service-but-expected-me-to-pay-internet-1014251. 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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