Wildblue has very precise procedures for troubleshooting problems and maintenance/repair of equipment.  The customer is required to call Wildblue Technical Support as the first step in solving any service problems.  If Wildblue Technical Support is unable to solve the customers problem from their end, they may issue a service ticket.  This means Wildblue will dispatch a truck roll to the customers dealer or other certified installer to do a service call to the customer premises and perform diagnostics and/or repair.  Depending on the type of problem, the service call may be a warranty call and the customer will not be billed.  In other circumstances, there will be a service fee charged to the customer, normally to the Credit Card on file with Wildblue.  Wildblue warrants equipment for the life of the contract and labor for 90 days.

Wildblue Technical Support  1-866-945-3258
A Wildblue Certified Installer cannot make a service call that would require equipment replacement without a ticket being issued from Wildblue Technical service.  Any changes/modifications made by the customer to the Outdoor Equipment resulting in loss or degradation of service will result in loss of warranty and require a re-installation fee to make any corrections/fixes needed to get the customer back online.  Upload/download speeds are "UP TO" speeds.  There is no guarantee that these speeds will be achieved and it can be expected to receive less than these speeds during prime-time usage.  Weather fade is common with Satellite services, both Internet and TV.  The effects depend greatly on the type of weather being encountered.  Heavy rain can cause signal loss as well as snow accumulating on the dish or feedhorn.  Generally, light rain will have little to no effect on Wildblue service.

The WildBlue Fair Access Policy :

WildBlue estimates that a small percent of customers account for a disproportionate share of data usage on the WildBlue network. To ensure that all WildBlue customers have equitable access to the WildBlue network, WildBlue has implemented a Fair Access Policy (or “FAP”). WildBlue sets usage thresholds on the amount of data you can upload and download within stated time periods. If you exceed these thresholds, WildBlue will temporarily limit the speed at which you can send and receive data over the WildBlue access network. You will still be able to use the WildBlue Internet access service but your speed will be slower. In cases of extreme and continued violation of the FAP limitations, your service may be suspended. WildBlue may use other traffic management and prioritization tools to help ensure equitable access to the WildBlue network for all customers. Your WildBlue Internet access is not guaranteed and is subject to this FAP.

Based on an analysis of typical customers, we have set a rolling 30-day limit on data usage per customer, called a Usage Threshold. As shown in the table below, this threshold varies based on the service plan you selected. For each service plan, the Usage Thresholds are significantly above the amount of data that is used by a typical customer. Every day, we measure your upload and download data usage (“Actual Usage”) to determine if your total Actual Usage, as aggregated over the previous 30 days (“Usage Total”), exceeds the Usage Threshold for the service plan that you selected. At any time, you can see your Usage Total versus your monthly Usage Threshold under the Customer Care section at wildblue.net.

WB will notify you via your WildBlue contact email address if your Usage Total reaches 80% or more of the Usage Threshold. If at any time your Usage Total is above the Usage Threshold, WB will reduce your access speeds, typically to 128 kbps in the downstream (from the Internet to you) and 28 kbps in the upstream (from you to the Internet) until your Usage Total is 80% or less than the Usage Threshold. Once your Usage Total reaches this level, your access speeds will be restored to the original speed levels by the next day.

You are likely to avoid any limitations imposed by the FAP if your use is typical of the majority of Internet users and consists primarily of Web surfing and a reasonable amount of downloading. The table below shows the monthly Usage Thresholds for each plan. These limits specify the amount of data that you can upload and download before your access speed is reduced. Please note that your Usage Total is far more likely to exceed the Usage Thresholds below if you use peer-to-peer file sharing programs, you use a webcam or you download full length movies, large quantities of music files, full software applications or similar high-bandwidth activities.

1 Upload Threshold is the volume of data that can be uploaded during the previous 30 days before the Fair Access Policy may restrict the user’s speeds.
2 Download Threshold is the volume of data that can be downloaded during the previous 30 days before the Fair Access Policy may restrict the user’s speeds