Frequently Asked Questions

The following are answers to commonly asked questions about WildBlue. Have a question that isn’t answered here? If you would like more information, you may contact us via phone, or visit our forums online.

General Information

  1. What is the WildBlue service and where is it available?
  2. Why should I get WildBlue?
  3. How hard is it to use?
  4. Who do I call if I have a problem?
  5. What equipment is needed to get the WildBlue service?
  6. What are my computer system requirements to get WildBlue?
  7. Are there any cancellation fees?
  8. What kind of speed can I expect?
  9. Can I be a WildBlue dealer or installer?

Services and Prices

  1. What does WildBlue cost?
  2. What email do I get with my WildBlue account?
  3. If I have WildBlue, do I need an additional account with an Internet Service Provider (ISP)?
  4. If I sign up for WildBlue service, can I keep my AOL account?
  5. Do you limit heavy bandwidth users?
  6. Do you offer a limited warranty on the equipment?

Availability Information

  1. Where can I get WildBlue?
  2. Will your service be available in Alaska, Hawaii or Puerto Rico?
  3. Can I get WildBlue service in a mobile vehicle like an RV or boat?

Installation Information

  1. What is the installation process like? Can I install my own dish?
  2. Will my Home Owners Association allow mounting the WildBlue dish?
  3. Can I use wireless home networking with WildBlue?
  4. Do customers have to have a phone line in addition to the satellite connection?
  5. Do I need a southern line of sight to receive a signal from your satellite?

Technical Information

  1. How fast is this service?
  2. What operating systems are compatible with the WildBlue service?
  3. Will WildBlue work with Macintosh computers?
  4. What Web browsers and email clients does WildBlue support?
  5. What is the impact of latency? Can I play real-time Internet games or make Internet phone calls on your service?
  6. Does WildBlue support VoIP?
  7. Is the WildBlue service affected by weather?
  8. Where can I learn more about WildBlue’s network management policies?

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General Information

  1. What is WildBlue’s new Exede Broadband service and where is it available?

    WildBlue is a high-speed Internet access service for homes, home offices and small offices. It is available in most locations across the United States.

  2. Why should I get WildBlue’s Exede service?

    WildBlue provides access to the Internet at much higher speeds than dial-up access: up to 12 Mbps. For file downloads, such as photos and music files, this can be as much as 200 times faster than dial-up. A whole new world of content will open up to you with your broadband connection. And with WildBlue, you get an “always on” connection which means no dialing-in to get high-speed access to the Internet.

  3. How hard is it to use?
    Not hard at all. Once we professionally install your WildBlue system which will take 2 to 3 hours, you are ready to surf the Internet at lightning fast speeds. You can use your same web-browser, go to the same sites, use your email, etc. just like you always have…but a lot faster! And it’s always on so no more dialing-in delays, or getting “bumped off.”
  4. Who do I call if I have a problem?
    You just call the friendly customer care agents at WildBlue. We’ll have a person you can talk to, 24 hours a day, 7 days a week. Customer Care: 1-866-WildBlue (945-3258) (toll free)
  5. What equipment is needed to get the service?
    It’s easy. All you need is a WildBlue mini dish and a WildBlue modem. Learn more about the equipment.
  6. What are my minimum computer system requirements to get WildBlue’s Exede Broadband service?
    Most computers in use today will meet our minimum system requirements. If you don’t know if you meet them, please contact usand we can help you figure it out.PC/ Windows: 300 MHz or faster processing speed, minimum 128 MB Random Access Memory (RAM), and Windows XP, Windows Vista or Windows 7 operating systems. At least 100 MB of hard drive space and an ethernet card are required.

    Macintosh: 300 MHz or faster processing speed, 128MB Random Access Memory (RAM), and OS 10.4 or higher operating system. 100 MB of hard drive space and an ethernet card are required.

  7. Are there any cancellation fees?
    WildBlue customers are required to sign a 24 month contract when they initiate service. If you cancel the Service before completion of the Minimum Service Term or Extension Term, the Termination Fee is equal to the number of months left in your Minimum Service Term multiplied by $15.00.
  8. What kind of speed can I expect?

    WildBlue offers packages that provide different speed levels. Our core basic package offers up to 12 Mbps download speed and up to 3 Mbps upload speed. In certain areas of the US, our basic package is features download speeds up to 5.0 Mbps and upload speeds up to 1 Mbps. In the few locations where the Exede service isn’t available, our Pro Plus offers download speeds up to 1.5 Mbps and upload speeds up to 256 kbps.

  9. Can I be a WildBlue dealer or installer?
    Yes, if you qualify. Learn more.

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Services and Prices

  1. What does WildBlue cost?

    The WildBlue equipment is leased to you for the length of the time you’re a WildBlue customer. There is a one-time activation fee of $149.99. Customers pay a low monthly lease fee of $9.99, similar to most cable and satellite television pricing models. During the entire period the equipment is leased, it is covered under WildBlue’s worry-free equipment replacement warranty. As an added savings, customers have the option to prepay a 24-month lease for just $199.99. If you select the 24-month lease, you’ll pay $199.99 up-front and there will be no $9.99 lease fee on your monthly bill for your first 24 months of service. Professional installation is free. Please check out current offers. The monthly fee varies depending on the plan you choose. We offer a variety of service packages, including a 12 Mbps or 5 Mbps Service (depending on your location) at $49.99 per month. Learn more about the packages and prices we offer.

  2. What types of email options do I get with my WildBlue account?
    WildBlue offers an advanced suite of Internet services powered through our partnership with Google. WildBlue customers will receive between 5 and 10 email addresses (each with at least 7 GB capacity). Learn more about the packages we offer.
  3. If I have WildBlue, do I need an additional account with an Internet Service Provider (ISP)?
    No. The WildBlue service includes all key ISP features like email, web space, etc. If you prefer, you can continue to use your current ISP for email and use the WildBlue service for your broadband Internet access. See your current ISP for details as separate ISP charges may apply.
  4. If I sign up for WildBlue service, can I keep my AOL account?

    Yes, if you prefer. You can use WildBlue for high-speed broadband Internet access and keep your AOL service if, for example, you want to retain your current email account. You will need to pay a separate fee directly to AOL beyond your monthly WildBlue fee. Please contact AOL directly for more information.

  5. Do you limit heavy bandwidth users?
    Similar to other Internet Service Providers, WildBlue manages its network through a Data Allowance Policy so that extraordinary usage by a few customers doesn’t negatively affect the normal usage of other customers. For the vast majority of users, the Data Allowance Policy has no effect on their usage. For a few very heavy bandwidth users who exceed the Data Allowance Policy’s thresholds, the system will significantly slow and/or restrict your service, or certain uses of your service, until until their usage falls below the threshold. See WildBlue’s Data Allowance Policy for details.
     
  6. Do you offer a limited warranty on the equipment?
    Yes. You will receive a 90 day labor/24 months parts limited warranty on all equipment at no charge when you become a customer. View our Two-year limited warranty.

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Availability Information

  1. Where can I get WildBlue’s new Internet service, Exede Broadband?
    We are selling WildBlue service and equipment through a variety of distribution channels. You are able to buy from many local satellite TV dealers and selected National Rural Telecommunications Cooperative telephone and electric companies. Find a dealer in your area.
  2. Will your service be available in Alaska, Hawaii or Puerto Rico?
    WildBlue is planning to start offering high-speed Internet services in Hawaii and southern Alaska (Anchorage and most of the Kenai peninsula) in early 2012. At present, we do not have plans to serve Puerto Rico.
  3. Can I get WildBlue service in a mobile vehicle like an RV or boat?
    Not at this time. WildBlue service was designed for stationary locations like homes and small businesses. We do not offer broadband service for mobile vehicles at this time.

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Installation Information

  1. What is the installation process like? Can I install my own dish?
    WildBlue professional installers quickly and efficiently install equipment and activate WildBlue’s broadband service at your chosen location. The satellite mini-dish is about 30 inches x 28 inches (w x h) and can be easily mounted on a roof, outside wall or in the ground. A cable from the dish connects to a satellite modem (a small box usually placed next to the computer), which connects to your computer via an Ethernet connection. Installation requires an installation professional to make sure that the dish is pointed at the satellite accurately and to verify that all connections are made properly. Self-installation is not offered. See our How it Works Demo.
  2. Will my Home Owners Association allow mounting the WildBlue dish?
    The WildBlue dish is considered under what the FCC calls the “Over-the-Air Reception Devices Rule”. This means the WildBlue dish is under the same classification as other residential satellite dishes (such as satellite television) and legally permissible for mounting on your home. As always, please check with your HOA for specific rules and covenants that may alter your rights. For additional information on the FCC ruling and dish classification, view the FCC OTARD documentation.
  3. Can I use wireless home networking with WildBlue?
    Yes. WildBlue is compatible with nearly all major wireless home networking products.
  4. Do customers have to have a phone line in addition to the satellite connection?
    No. WildBlue offers an efficient 2-way broadband connection that requires no phone lines.
  5. Do I need a southern line of sight to receive a signal from your satellite?
    Yes. You will need a clear view of the southern sky to receive a signal from the WildBlue satellite.

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Technical Information

  1. How fast is this service?
    WildBlue’s always-on Internet connection provides download speeds of up to 12 Mbps, which can be up to 200 times faster than today’s dial-up speeds for file transfers. We offer upload speeds up to 3 Mbps. WildBlue’s high bandwidth opens up a window to a world of rich content that is largely unavailable through dial-up modems.
  2. What operating systems are compatible with the WildBlue service?
    Windows/PC: Windows XP, Windows Vista and Windows 7.
    Mac: OS 10.4 or higher
  3. Will WildBlue work with Macintosh computers?
    Yes. The WildBlue service is compatible with Macintosh computers.
  4. What Web browsers and email clients does WildBlue support?
    Web Browsers:
    Windows/PC: Latest versions of Internet Explorer, Firefox and Google Chrome browsers.
    Mac: Latest versions of Safari and Firefox browsers.
     
    Email Clients:
    Windows/PC: WildBlue Webmail (powered by Google).
    Outlook Express, Outlook 2002 (XP), 2003, 2007, and 2010.
    Thunderbird 1.5 and up.
    Mac: WildBlue Webmail (powered by Google)
    Apple Mail, Entourage, Outlook, Thunderbird.
  5. What is the impact of latency? Can I play real-time Internet games or make Internet phone calls on your service?
    The WildBlue system is engineered to help offset the impact of latency, which is the delay caused by sending signals from the earth to the satellite and back again. However, there is a delay as the signal travels up to the satellite, back down to the gateway, up to the satellite and back down to your modem. For most applications this latency does not affect performance, however, there are some applications like voice over IP (telephone service delivered over the Internet, also known as VoIP), or real-time interactive gaming, where latency will have a noticeable effect on performance over the WildBlue network, as it would on any satellite-delivered service. If you are a real-time gamer (such as first person shooter games), the Exede and WildBlue services may not be a fit for you. Other types of online games that are not based on competitive, instant response work well over the network.
  6. Does WildBlue support VoIP?
    WildBlue supports VoIP on the Exede service. In fact, we now have our own VoIP service, Exede Voice.
  7. Is the WildBlue service affected by weather?
    The WildBlue service is only minimally affected by inclement weather – typically only under severe conditions. You may notice slower WildBlue speeds during rain and snow showers, but this normally only lasts until the rain or snow stops. Total loss of connectivity should not occur unless the storm is unusually severe.
  8. Where can I learn more about WildBlue’s network management policies?
    Click here to read the WildBlue Network Management Policy.

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If you have any more questions, please contact us.