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4.5 3650 Reviews

Hughes Complaints Summary

134 Resolved
498 Unresolved
Our verdict: When using services from Hughes with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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3:37 pm EST
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Hughes billing after cancellation

I cancelled my HughesNet on 1/7/10 because of the high cost for basically nothing and broadband was finally available to my rural area. They gave me 4 weeks free to make sure I was happy with broadband, and told me to call back before the four weeks was up. I called back in 2 weeks and they told me they had no account for me: not by name, not by phone number, not by address - no account. So I told them to be sure they did not reinstate my account and charge me, and the non-US person on the phone said "well there is no account". Of course, in 2 more weeks, they charged my credit card! I called again - this time they were able to bring me right up - amazing! Then they argued with me and kept me on hold for 48 minutes! They refused to reimburse the entire amount, refused to cancel the service until the next month, and then begged me to remain a customer - really!?!?! Finally got them to reimburse all but about $5 which is still ridiculous since they are the ones who screwed up. I filed a complaint with my credit card company, so we'll see.

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Update by mainsle
May 14, 2010 8:42 am EDT

So no big surprise -- after all this mess of being charged after I cancelled, then finally getting my credit card company to refund the charge, then having HughesNet try to charge my card again (which I cancelled to avoid fraudulent charges showing up from HughesNet), they sent me to collections! So today I will call the collection agency and give them the lo-down on what their client is doing. Hopefully this will be resolved. I've never been late or unpaid on a bill in my entire life. I'll be danged if HughesNet, the worst company I've ever dealt with, is going to screw up my credit score. I'm so ticked.

Update by mainsle
Mar 29, 2010 9:39 am EDT

I filed a dispute with my credit card company and they handled it and it was credited back to me. DEFINITELY file with your bank because I can guarantee you that HUGHESNET will not do anything to resolve your issue, and don't wait because there is a time limit for banks but I don't know how long - 2-3 months I think so hurry! I just got off the phone with yet another representative of HughesNet (I actually hung up on her; what's good for the goose you know) because I got an email notification that they were unable to charge my card this month (I Cancelled in January!) so would I please contact them to update my card. I contacted them -- again "there is no account for that phone number". No kidding - because I cancelled it! They were able to find my info from the reference number in the email. Then they proceeded to tell me that the service was cancelled in February (although the first time it was January), and that I still had a balance owing. Wrong. Then I went online to email them and the email didn't work (surprise). I'm guessing because I don't have an account number. Man, this is the worst company I have ever dealt with in my life. Good luck and let us know how you make out!

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Peter_Doe
, US
May 31, 2011 6:09 pm EDT

I called 4 days after my 2 year commitment ended to cancel, but their cancellation takes effect at the end of the billing period. So cancelling 4 days into a new billing period I still have to pay another month fore the service. Its just very poor business ethics. The service would be "just OK" if there was no daily cap. Its just too expensive for what it is. Your better off with a Verizon or ATT air-card.

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Ccgma
, US
Nov 19, 2010 6:29 pm EST

I am going through this same crap right now! I got hooked up Tuesday afternoon, and cancelled on Thursday. I spent hours on the phone, and about the time I finally got to the cancellation process, we were 'disconnected'. So I had to start over. By the 3rd time I told the guy it BEST not happen again! I'm scared to death to see how much more they bill me for. I'm already out $169. I wish I'd have read comments a week ago!

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nuttyprincess
Alfred, US
Mar 08, 2010 1:35 pm EST

I am going though the same thing right now. The took $315 out of my account 3 months after I canceled with them. I did cancel in the 1 month that they give you as a trial; I canceled after being with them for 2 weeks because it was horrible service! It has now been a month since they took the money from me and I just keep getting different answer for when they will be able to give me my money back. How were you able to get the money back? I also wondered what your bank said ... I am planning on filing fraud if I can't get it back.

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1:20 pm EST
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Hughes irresponsible and worst company I have ever dealt with

While doing a credit check on myself I noticed Hughnet had ran my credit. I called Hughesnet and found out that not only did they run my credit but there was an account in my name from an address I had previously owned. I explained that I never subscribed to there service but because I knew the address it showed that I was responsible. They send me notices and bills for equipment that was leased and the cancellation fee and the service charges. They told me that the only way to settle this was a police report claiming identity theft. After 5 phone calls and a dozen supervisors I got them to drop everything because work order when the equipment was dropped off was signed by someone with a different name than mine. I asked them over and over again to explain to me how an account was able to be created in my name and they did nothing to verify the information. They told me they don't use socials for the security of customers 9seemed to backfire here, huh!)

The customer service reps were rude, arrogant, unwilling to help beyond what their little script says, they talked down to me, questioned me endlessly about who I was and the account info and flat out called me a liar who was trying to get out of paying a bill. I encourage anyone who is or is thinking of dealing with Hughsnet to look elsewhere. Hughsnet is without a doubt the worst company I have ever dealt with.

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jeannebrat2010
sedro woolley, US
Dec 14, 2010 6:54 am EST

PUT YOUR COMMENTS ON THE BETTER BUSINESS BUREAU. THE MORE COMPLAINTS THE MORE THEY WILL HAVE TO GET SOME INTRIGITY, AND FIX THERE CRUDDY SERVICE.

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1:56 pm EST
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Hughes nightmare

The whole experience with this company has been a nightmare.I would NEVER use this service again or recommend it to anyone EVER.The sales person set me up from the beginning, selling me a package that was not what I asked for.The installers that came to my home had to take my computer(it crashed during their install) for the thirty day in home trial period.I Asked the company to extend that and they refused.Since I had this installed, my computer has not been right at all.So far to date I have spent $1600.00 having this installation and repairs.Not including the monthly fee So if anyone out here is considering using the HughesNet ...DON"T DO IT YOU WILL BE SORRY!

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etendyke
, US
May 09, 2011 1:04 am EDT

HughnesNet--after two years of slow, frustrating, and expensive service, we were finally able to obtain cable. I fulfilled the end of my two year contract, returned the modem, later returned the satellite radio transmitter. Nonetheless I am getting periodic calls from a debt collector alleging that I still owe HughesNet over $300.00. Just the other day spent 45 mins on the phone with a useless, Indian, low level service provider. The last straw was, after I provided the USPS delivery confirmation number of the radio transmitter parcel that I had shipped to their Gaithersburg MD address, when he asked if I had weighed the package before mailing it--so they could be sure it really contained the radio transmitter. Never mind that it had a bar code on it, and I had enclosed correspondence with my name, account number, contact information etc.

A couple months ago they confirmed receipt of the modem. In my last call the operator asked if I had a delivery confirmation number for that too. Then he said he was transferring me to a Florida office (?). I was switched over to an electronic "please wait" message, that repeated about every 45 seconds . . . 10 mins later I hung up.

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3:29 pm EST
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Hughes # and lies

i had hughesnet installed at my house on jan 22 2010 the sales dept told me it would work fine with my ps3 game system so they come hooked all the stuff up the installer left my house with out checking the service he told me it will work great and that he was very busy and had to move on to the next one.so i hook up my wireless router and try to get online it wont work so i call tech support.the first thing they tell me is that no your playstation 3 will not work at all with there service.when i first called hughesnet to get service they sad yeah it will work great tell also said that i wouldnt be charged anything untell my serive was working like it was promised.so now i called the costumer care number and tell them my problem they tell me that the plan i got was to slow and i need to upgrade in order to play online so i upgraded waited 30 mins and tried again and u no what still wont work.now im getting mad i call them back and them whats going on they me that there is no way for the ps3 to on there system costumer service tells me this the same people that judt told me my service was to slow and i needed to upgrade.so now im done i want out of this now ! needless to say the whole i messed with there was no way there system would work i was lied to 6times by sales, service tech support and they still charged me a little over 200.00 dollars so if your lookin to switch to hughes please shop around first

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12:58 pm EST
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Hughes avoid like a plague

For anyone desperate enough to try this system, I suggest you don't. The bandwidth speeds they promise are fully bogus and barely exceed dial-up speeds most of the time. Their customer service system is abysmal, unless you enjoy talking to people in India a lot. I know it's frustrating and slow, but dial-up is just as fast and costs a lot less money. Take my advice and avoid this company. The minimum contract is for two years and you will regret every expensive minute.

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11:17 pm EST
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Hughes e-mail messages disappearing from hughenet

We are using Hughes Webmail. Begininning Sunday, Jan 10 or Monday morning, Jan 11 all of our 150+ e-mail messages on the site disappeared. On Monday afternoon I called Hughes but the message said "We are experiencing a large number of calls due to difficulties with our Webmail." I hung up expecting it to be fixed. I called on Tuesday, Jan 12 and the tech services just wanted to send a technician out to "fix a cable" (We were accessing the web site OK -though slow as usual.) E-mail messages came in and disappeared from the page immediately. I hung up and called again in the morning Wed, Jan 13. We now had only 16 new e-mails from Jan 12. Advanced Tech Support said they would be "Restored".
By Wed. evening we had only 12 messages. They were disappearing faster than they came in. Spent 1 hour on phone with The Senior Technical Dept. and still no resolution, Said they'd contact the e-mail dept. and call back within 2 business days.

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gstan1952
West Palm Beach, US
Apr 20, 2010 1:41 pm EDT
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HughesNet has a habit of cutting off customers wher they reach a so-called "limit".
After reaching this "limit", you no longer have access to the internet...until 24 hours later.
But, even though you don't have that internet access, your still being charged for it !

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5:32 pm EST
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Hughes fair access policy

I have been a Hughesnet customer since September 2009. I took over an existing account from my mother when I purchased her home. I have had nothing but trouble from Hughesnet ever since. They can't even get the name on the account changed from my mothers to mine. (I've been working on that for over a year.) Now they have implemented the Fair Access Policy on my service. It is funny how no one explained this to me when I took over the account and it's even more funny that it has only recently affected my service. I work from my home on occassion and I have a daughter and a daughter-in-law who use the internet for Online College Classes. Just in the last week, since December 19, 2009, my access has been questioned. I have had more internet time used prior to that than in the last week and have had the Fair Access slow my use every day since the 19th.

I was told by customer service that I could download free between the hours of 1am and 6am Central Standard Time. The problem with that is I get up for work at 5am. Funny how no one wants their customers to sleep. When I called Customer Service I was asked if I wanted to upgrade. Funny how all of a sudden they want MORE money. I don't have a choice in Internet Service since I live in a VERY remote area. Hughesnet is the ONLY service that is available here if you want any kind of speed. I pay my bill every month through their automated system and now they want more money.

I think its a shame that one company can take your full money and give only half service. We live in a time when jobs are scarce. They have targeted the working class and have penalized us for it. I get on the Internet about once per day and have not gotten to use it in the last 3 days except after 1am. I was told that the FAP is only in affect for a 24 hour period when it will reset on it's own. That is not the case today. We haven't been on all day until about 4pm when my daughter tried to do homework. Guess what? She couldn't get on. I suggest that Hughesnet re-evaluate their policy to make it work with their customers or they will lose them. I can always go back to dial-up.

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Grizz
,
May 24, 2008 11:10 pm EDT

File a complaint with the Federal Trade Commission. I did file one. If we all stand together and file a complaint just maybe it will help. Just call 1-877-ftc-help or www.ftc.gov.

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unhappy
Wilmington, US
Jan 18, 2009 8:11 am EST

Hughesnet offers terrible customer service. They don't explain the Fair Access Policy before you sign up. If you use McAfee or try to look at any u-tube videos, or even play an on-line game, you go over your 200 mb limit in 24 hours, and then you can't get on the internet at all for 24 hours. They tell you to use a download manager to only download between 3 and 6 a.m., but they won't suggest a download manager that works, and I can't get it to work! It's extremely frustrating, but I'm locked into a 2 year contract. I want out of the contract!

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gstan1952
West Palm Beach, US
Apr 20, 2010 1:51 pm EDT
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I agree with you...
HughesNet claims "Fair Access Policy". They cut you off from using the internet by telling you that you've "exceeeded" your limit.
Even though you're still paying for internet access (which you don't have for 24 hours).
Within the United States, it is called "Theft Of Services", and it IS punishable by law!
grystan

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Jon
Long Lake, US
May 09, 2009 3:40 pm EDT

I had Hughesnet for three years and it will be a pleasure when I say goodbye to them in a week or so forever. There are two major complaints that I have about the company. The first one is the fact that they advertise themselves as a broad band internet provider while having a FAP. There is no way in my opinion that you can call this true broad band. My experience with them would have been mostly good if they didn't have this stupid policy.
The second complaint that I have with them is that if you need tech support all of the people that you can get ahold of can't speak English clearly because their customer service center is based out of India!

Wisconsin

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Grizz
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May 24, 2008 11:12 pm EDT

File a complaint with the Federal Trade Commission. I did file one. If we all stand together and file a complaint just maybe it will help. Just call 1-877-ftc-help or www.ftc.gov

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Grizz
,
May 24, 2008 11:12 pm EDT

File a complaint with the Federal Trade Commission. I file one. If we all stand together and file complaints just maybe it will help. Just call 1-877-ftc-help or www.ftc.gov

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10:08 pm EST
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Hughes slowest internet yet!!!

Hughes net is the biggest fraud yet! At $80/mo. I can't even listen to internet radio — message came up saying pandora.com requires 64 kbps to run and my "so-called" internet connection was only running at 24kbps! It took eight 8! Hours to download drivers to my printer; file = 22 mb. This is fraud — misrepresentation of what they promised and what I are paying for! After months of frustration and calls to their so-called tech supt in some other galaxy (... What it sounded like) — I am are dumping hughes non-service internet.

Just a girl wanting a bit justice!

Buyer beware.

[protected]@live.com

B. T. W. My pc is new with #'s gb's hard drive/ram...

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DENNIS BLIMLINE
STREET, US
Oct 07, 2012 3:43 pm EDT
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HUGHES NET IS A REAL JOKE DIAL UP IS FASTER. THEY HAVE OVER CHARGED 119.00 AND I STILL CAN NOT GET ANYONE TO REFUND MY MONEY.
ALL I GET IS A BUNCH OF FOREIGNERS
MAY FILE FCC COMPLAINT

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1:01 pm EST
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Hughes misrepresentation

Hughes will say anything to sell, the system is perfect for gamming, downloading video and music, 1.5 gbps download speed and a 100$ rebate which covers the cost of instalation, . Total sell hipe, absolute lies about download speeds, enormous latency issuse's and usage limit's which reduce your speed to allow for more user's on there clearly inadaquit system, of coarse if the system is not right for you, the thirty day trial period should make you happy. Except they don't refund the instalation fee and you don't get the 100$ rebate if you don't sign for two year's. So long story short, the middle eastern customer service department has asked me to return the equipment and they will credit the remainder of the month. I must remove the lag bolts that have been drilled into my wall, take down the dish, pull the cable out of my house, box it all up and send it back to them at my own expence, I guess thats what they said, I couldn't really understand them very well, anyway what a deal huh!

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7:55 pm EST
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Hughes internet download

Yes, many complaints from other people than myself! I am on my last 5 months, then I cut the contract up for good.
If you plan on using this internet service, you best not use it for streaming videos, you tube, or even Hulu. I download some stuff and within a minute into the downloading the spead of transmitting went down to 15 KB/s which is slower than dial-up. That is no good for anything.
I wished I had complaintsboard for any product or services that might be considered as a purchase.

I am not a type for contracts, and am very disappointed in getting this internet provider. I would have better off paying to have a phone line brought down to my land! And got a dial-up service!

Hey besides Hughesnet, all other satellite internet has the "FAP" fair access policy, , , which hinders the amount of downloading. TRY YOUR BEST TO STAY WITH A DIAL-UP, , , and check about any accelulaters that the dial-up might have to speed up your service.

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gstan1952
West Palm Beach, US
Apr 20, 2010 2:06 pm EDT
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You're soooooo right!1
I'm waiting for my chance to pull the plug on HughesNet.
Most days, my download speed is only 5.4kbps! So...like you said, downloading videos can take forever...quite literally. I've seen the download dialog bos show, for example, a
download of 100mb...it states that it will take 5 hours!
The sooner I can quit HughesNet, I, more-than-likely will be that much happier.

garystan

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4:15 pm EST
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Hughes I am an installer, please read

I am an installer for Hughes Net. when I started it was decent honest job. I was recently informed that we (installers) are no longer allowed to tell customers about upgrades when we go to repair a satellite. What the means for you is that if you have an older satellite ( pre 9000 series), I am required to fix it, at your cost, before even mentioning the new sat. If after the fix, you want a new satellite, I can't do the install, you have to talk to HNS.

The short version is Hughes net sales are dropping off to the point that the company wants to keep as much of the income internal. Not only are the purposely making customers pay more to upgrade ( a repair is around 150, + the upgrade is atleast another 250 to 400), they are taking away the installer stippends to the point that independent installers are amking less then 200 a day Gross, (at $30 per install in parts, plus fuel), I can make more at Burger king.

As an Installer I suggest using a USB reciever from AT&T or Verizon, its the same cost, better service and its portable. If you live in an area where you can't get a signal for that, Im sorry,

hughes net and wild blue are about the same, i install them both, and the both have serious problems that are going to cost them.

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gstan1952
West Palm Beach, US
Apr 20, 2010 2:12 pm EDT
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THANKS FOR THE CONSUMER SUPPORT!
Currently, I am still a HughesNet customer...
Because of the "stuff" that they've been dishing out, I'm waiting my chance to pull the plug
on their service.
My number one complaint is...when you reach your "limit", HughesNet will interrupt your
internet access for 24 hours ! Even though I'm still paying for it...I have no internet access for
that period of time !
Most of the time, my download speed goes down to 5.4kbps!
garystan

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3:27 pm EST
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Hughes contract

Hughes net is a company that takes away every money you have and time you have. They tell you, you have a two year contract but once your service is off you are no longer on contract then you have to retart from where the reactivation started again. They sold me a used modem for price of a brand new one. My modem went out after one year then i had to buy another modem for $87. They sell used modem and use that for new customers installation. Yes, i was on the phone for two hours and disconnected me, then i called again waited on the phone for 1 hour 45 minutes again, then i called again waited for 34 minutes got disconnted and finally i gave up because my phone battery went out. This is how they treat thier customers.

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internet service
Taos, US
Jul 15, 2013 10:22 am EDT

I signed up with Hughes Net 11/2012. I have noticed on my billing that I have a 2 year agreement. When I called July 10th on this, I was informed I do have a 2 year contract but the customer service person stated he "was not authorized" to send me proof. It was in a secure location. When I pressed for this information, he would not be able to send me proof. I could read the terms and conditions on their website. This was updated March 2013 so I have no information on the T&C's were prior. I have since emailed the Executive Customer Service to fight this. No reply! I would settle for a one year as most Internet providers do not hold a 2 year. I cant wait to disconnect from Hughes Net as the service is very slow. If they cant show me proof of a 2 year, then I should be able to disconnect November 2013.

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Hughes horrible overseas customer service

After reading the complaints, and as a 2 year HughesNet customer, I am wondering why HughesNet outsourcers to a place that will not TRY to solve your customer service problems? I am baffled. I have so many issues over the last two years it would make your head spin. Take 90% of the problems listed here and multiply them from installation to the recent problem.
As my husband travels internationally, and as we are very rural, Internet is important, we use Skype and I also work from home. The first time there was a problem, I called and they said I wasn't allowed to talk to them because I wasn't on the account AND HUNG UP! Oh no you didn't! Yes they did. So on a three way call, I have my husband call and ADD MY NAME to the account...supposedly done. Next time there is a problem (I got FAP-ped and wanted to be released from it), and my husband is in the Turks and Caicos islands...I call and they say I AM NOT ON THE ACCOUNT. OK. So at the cost of about 29.00 I have my husband call Customer Service, TO ADD ME AGAIN, and yes, this is supposedly done. I am TOLD that the download time to avoid the FAP is midnight to three AM. So doing a blackberry download that is large I wait till 2 AM thinking this is a good time, and guess what? I get FAP-ped and cannot finish the download; it says it will finish in 6 days 22 hours. HA! Ok so again I make the call to Customer Service. NOW, understand one small detail, because we are so rural, I have to stand in the field to get cell reception, (no lie), this is why we use skype. So I am in the field, 10:00 at night trying to talk to India and they said that apparently because my husband didn’t talk to the billing department (no one told him to do this) he had only authorized me to talk to them that ONE TIME, he would have had to talk to the BILLING department to have me added so I could speak to them about the account. ARE YOU KIDDING ME? I lost it, over an hour on the cell in the freezing cold in the yard (I had no internet to use skype) and that's it. As my husband is now in Brazil, I cannot call or get a message to him, I am again, out of luck. So the next day I call sales, it seems my only recourse to avoid the FAP and no internet is to upgrade, yes I am giving more money to stop this from happening> Funny now, no problem to talk to me (EVEN IF I AM SUPPOSEDLY NOT ON THE ACCOUNT) if I want to give them more money, but since I don’t have internet and have to talk on the cell in the yard, I have to write down the steps to upgrade, and since I get such bad reception, I lose the call, they won’t call me back... Oh Heaven’s to Betsy this is unbelievable!

I have not had this much insanity with a company that I pay almost a hundred dollars a month to, our hard earned money to be hung up on, told I don't exist, and then the best, when I finally spoke with someone stateside, they dissed the India customer service and that really didn't help me AT ALL, I was the one who spent all this time just trying to get internet! I tried really hard, and kept asking if all this was being documented in the case file so a supervisor could understand my problem. They kept stating the policy, verbatim, no care or no thinking outside the box, nothing. I was out of luck. Please someone; come up with an alternative to rural dial up. Please someone start a company so we don't have to be pulled by the short hairs and settle with incompetent service, slow Internet and inflated prices.

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alxkohn
FAYETTENAM, US
Apr 12, 2011 5:21 am EDT

Hughesnet has been nightmarish here in NC also, 99.9% of the time I get someone in INDIA or some Fillippina, my first bill was for $421-, , I stumbled across it, went in, , called, , the filippina was RELENTLESS, I hung up, , changed my payment method, , tore down the dish, THEY refuse to send me a return shipping label, , THEY want ME to pay the freight!, seems Half the bill, , or $199.99 is the cost of installation IF you purchase the system, , very small print on the back of the advertisement, , "IF you agree to LEASE, , the installation is free" That's deceitfull marketing! hughesnet, , You guys SUCK! and U want that CHEAP oveseas labor! you greedy [censor]!

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daggerbeard09
Russellville, US
Jan 12, 2010 9:43 pm EST

Someone somewhere is going to have to do something about hughesnet. The Fair Access Policy, as they call it, is nothing more than an act to prevent criminals from siphoning bandwidth to their friends. So in essence, if one person doesn't follow the rules, everyone has to suffer. I would seriously hope that hughes is losing customer after customer on a weekly basis. I sincerely hope that their subscriber base becomes so weak that they will not even have enough money to operate for one day. I hate hughesnet. I loathe them. This is the biggest ponzi scheme in the history of the internet age. Right now, I think I would rather go back to the old cable boxes where you had to press a button and you only got about twenty good channels. I am a recent college graduate and I swear, I can't even look for a job. I can't play an online game. I can't watch video without having to worry about that crazy usage meter. This is crazy. Why even have an internet service if you are not going to put your customers first? Are we a bunch of criminals bent on stealing and distributing bandwidth to third parties? This is lunacy. Those Indian jackoffs need to find a new profession. What do they do all day in the office? Jack off? Then someone calls and they read a damn script?
I don't give a damn if India thinks we're spoiled. People work hard in this country. And with the technology of the internet changing on a yearly basis, it only makes sense to keep up with the times. hughesnet(I won't even capitalize the damn name) is like a damn dinosaur that keeps feasting on a long rotten corpse. I want a class action lawsuit brought against the powers that be in this incompetent organization and I want charges filed. I want refunds and I want those idiots to have to pull x amount of community service. Of course, right now, that won't happen. But as they continue to lose customers, they can move to India and stay there for all I care. ###.

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Hughes hughesnet vs verizon

We have been using HughesNet for our small business internet access for several years. Though their literature says to expect download speeds during high-usage times of 800 kbps and upload speeds of 130 kbps, we were routinely getting a simple page that downloaded in under 3 seconds in the mornings requiring 3 minutes or more in the afternoon, a degradation of at least 60X. HughesNet was essentially unusable in the afternoons for doing research on the internet. After paying for a HN9000 modem upgrade and several episodes on the phone with people in India, I sent a letter of complaint. A HughesNet representative then explained our performance was normal due to increased internet activity in the afternoon, and emphasized that HughesNet does not guarantee upload or download performance.

Verizon offered us a 30 day no-cancellation fee trial of their WIFI internet technology. This involved placing a wireless Hot Spot (MIFI 2200) in the central area of our 2-story 30 x 50 foot building and a $300 zBoost cell phone signal booster nearby. (Cell phone reception is very weak where we are located in rural northern Virginia). Verizon literature quotes typical download speeds of 600 kbps and upload speeds of 500 kbps. I actually have been experiencing more like 200 to 400 kbps for downloads and uploads. My Trace Route tests show Verizon hops around 90msec versus HughesNet's 1150msec.

When doing research on the internet, Verizon significantly out performed HughesNet in the afternoons and was comparable in the mornings. We do not experience high-usage time performance significantly slower then at low-usage times, and the cost dropped from $90/month to $60/month. Also, when I had a problem with my installation, I called the store where I purchased the service instead of calling someone in India.

So we canceled the remaining 18 months of our HughesNet service. My credit card was charged a $400 early termination penalty even though I received a letter from HughesNet specifying I would not be charged as a result of the complaint I filed with the Better Business Bureau. So now I have to argue with them to get the charge dismissed. With HughesNet, the problems just keep on coming.

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lenchristie
Eugene, US
Mar 03, 2011 1:52 am EST

Agree that the service is poor, that hughesnet responds poorly and its help line to India leaves you connected with ill trained and poor English speaking techs, I too have experienced slow PM times. Cam anyone comment on the use of higher speed levels Hughesnet advertises? Does it make a difference to go to 1.5Mbps?

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Hughes unethical business practices

I ordered Hughes Net in early October and paid $475.00 for what I do not know except the 1st months billing was included. On October 6th while the technician was pointing my dish my house caught on fire and burned to the ground. I contacted Hughes Net and told them what had happened and heard nothing back from them until November2nd when they debited my account for November's service causing me $178.00 in overdraft fees. I contacted the and they said that they would return that money minus the overdraft fees.We contacted them again and was told that they were not returning my money and the people that I was talking to were from India, so I asked to speak to an American and was told that that could not happen. Then on November the 13th I looked at my online bank account to find that $400.00 more had been debited from my account and upon contacting them was told that it was an early termination fee.I had no insurance so the said that they were going to charge me $200.00 more for the equipment so I canceled my debit card. They said they tried to contact me and could not reach me and my e-mail is on file with them. I would like to speak with someone in the company that could have a little compassion for my situation.

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IMPdancing
Apex, US
Apr 20, 2011 3:37 am EDT
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Amazing the way this company thinks it can commit fraud! You need to go to your banker immediately, dear. Since you had no homeowners insurance, this company does not have to fear being examined by that insurance investigator. Such practices are carefully examined when insurance payments are made and they would not dare to hurt you. But since you had no insurance ... you will have to rely on existing consumer protection laws.

Your banker is trained to help you stop companies from accessing you ... if you are unfortunate enough to meet a dumb-bunny then ASK them for their FBI contact that deals with robbery in their area. Call that number and ask for an interview time. You have suffered enough loss and since this company uses international call service, you are now considered a victim of INTERNATIONAL crime. Good luck! And do go talk with your banker immediately.

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Hughes slow service and credit card ripoff

I signed up for their DSL service. They installed the dish and left. It was impossible to get online on the weekends. Very slow always.
We could not understand the people they had for help. We would give up trying to understand them.
When we told them we wanted to discontinue their service they told me I would owe them $400.00. I went online with Chase Credit Cards and found they had hit my card for about $370. dollars.
I never gave them permission to ever use my card. I do not know how they got the numbers as I was going to pay them with my Bank Bill Pay service.

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IMPdancing
Apex, US
Apr 20, 2011 3:43 am EDT
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Amazing! Go immediately to your bank and talk with a loan officer of manager. Tell them clearly that you are a victim of INTERNATIONAL fraud. The billing and customer service being done in India qualifies you for protection as an American consumer in different ways then a normal American company even does. The banker SHOULD be able to direct you to their contact at the FBI for further help. Chase Credit Card must be called and informed of the unauthorized access ... it is a CRIME that carries penalty.

Companies have to pay for the privilege to access credit card. Each vendor has the riht to suspend access if the company is committing fraud. It looks like you need to inform Chase so they can REFUSE this company the right to charge to their cards at all. You have the power to make a difference here since you never authorized with charge. Go for it ... and remember. Under your posting, there is a listing of 10 more complaints on this company should you need to refer the FBI to this list so they have more material.

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Hughes incompetant tech support

I woke up this morning ready to begin my job as a stay-at-home tech support person for a large company. As luck woudl have it, I was unable to get on the internet for the 2nd time in less than a week. Consequently I was unable to work.

This was the 3rd time this has happened since I was forced to purchase HughesNet satellite internet service since moving to a rural location that does not provide any other internet options.

I dreadfully called HughesNet Technical Support knowing full-well beforehand that I was gonna hear the "it's not our fault call your computer's tech support people" spiel (as I had heard the previous two times this had happened).

As luck would have it on the previous two incidents I was able to eventually solve the problem myself but not today. Nope, I had to call HughesNet and speak with 'Max', who did indeed give me the "it's not our fault" speech.

I called Dell Technical support and spent $130 and 1 1/2 hours re-installing Windows XP to no avail. I still couldn't get on the internet.

I called HughesNet again and talked to a guy named 'Andrew' who, after some diagnostics and conversation, determined that my problem was due to the fact that I had downloaded a service pack for some software that 'exceeded my allotted download quota' and therefore HughesNet had cut me off until midnight of the following day.

Only then did I learn that I had a 'download quota' and I would, in fact, be 'punished' if I exceeded it.
(I suppose if I look hard enough at the crap I signed when I signed up somewhere in a .5 font it talks about it).

I then realized that this is precisely what had happened to me the previous two times I had been unable to connect to the internet.

And only after 5 calls to HughesNet ("it's not our fault") and wasting $130 with Dell Support was I able to get a HughesNet tech support person competant enough to know about and explain the 'download quota'.

Man, I hate these jerks. If there was ANY other internet alternative other than dial-up modem these ###s would be history.

My advise to you all is to NEVER subscribe to HughesNet internet services unless, like me, you need the internet for your livlihood and you have absolutely no other alternative. And be prepared for total incompetance if you ever need technical support.

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alneal
Mesa, US
Jul 25, 2015 4:01 pm EDT
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I have had similar problems with "HughesNet". I was having trouble with my computer, and they recommended their Home Tech. Support (powered by Sutherland Global). The salesman there assured me that they could fix the problem, but that I would have to pay $99.99 first. After paying the fee, the "technician" admitted that he could not fix the problem...but refused to refund my money, after he had wasted both of our time, and my money.
HughesNet probably get a kickback from this scam. As soon as my contract is up, HughesNet will be fired.
Another thing to watch out for, is your contract. If you don't cancel it, once it is expired, then the contract automatically renews, and you will be stuck with their inferior, pathetic service for another two years. They have every angle covered. Oh, and yes, you get a "download quota" so that you get the minimal service, for the maximum cost.

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Hughes corporate office contacts

[HN9000] HUGHESNET Contact Information

Hughesnet Executive Customer Care

[protected]@hughes.net

[protected]@hughes.net

[protected] (Office of the President)

Current Pin # - 397158

New Pin Starting 10/26/09 is 913854

Complaints? Voice them to William Smouse @ ECC

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katty appelhans
pemberville ohio, US
Mar 09, 2022 9:20 am EST
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I was on your customer support line to speed up my high speed net gen 5. the customer service was terrible they lied to me told me I was speaking to a supervisor when in fact they were just passing me from one customer service rep to another. talked to three different individuals who were all very hard to understand and rude. they hung up on my husband twice and put me on hold for ever. When they finally got the problem fixed they were dismissive and rude. I pay over $130 dollars a month and have to call in every other month due to slow downs.

Never got to talk to an actual supervisor even though I was put on hold for over a half hour. very poor service.

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vickie deluca
, US
Jul 29, 2021 2:40 pm EDT
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my landline phone has not been working since the last week of june. started calling on july 1 to report phone not working. is over a month now and still not working. tell me why it is taking this long to fix problem when they know what the problem is. am tired of the run around vickie deluca

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Callie Etheredge
, US
Feb 03, 2019 2:05 pm EST

To whom it may concern:
Be advised that I authorized my wife to call and disconnect our Hughes Net Service! On February 3rd, 2019 she called to disconnect! First she spoke with a female who insisted on knowing why we wanted to terminate. My wife stated we had moved on... but that wasn’t good enough! She asked again why we wanted to terminate! My wife stated we no longer needed it! Suddenly she couldn’t help my wife because the account was under my name... yet she had engaged in conversation with my wife regarding my account for several minutes! She suddenly had to speak with me! My wife called me on her cell phone and put me on speaker at which time I confirmed that I did indeed want the account terminated! I was then put on hold for several minutes! I was then transferred to “ the account cancelling” department! At this time I spoke with a guy named Eric! He repeatedly ask why we wanted to cancel our account! I told him we had moved! He then relentlessly attempted to stop me from terminating my account stating we are still under contract for gen 5! ( my wife disputes this) she is the one who pays the bills! He stated I would have to pay 100.00 for terminating my service two months early! My wife calls BS! I had the phone on speaker and my wife heard his overbearing attitude! She then took the phone and ask to speak to his supervisor! He first said he had all the information we needed! When she was persistent... he stated he wasn’t sure he could locate a supervisor! She again asked for his supervisor! He stated he was a supervisor... she stated no you are not..., you are in the “ account cancellation department! He said why do you need to speak to a supervisor... she stated because that is what you do when you are dissatisfied with information you are receiving! He still refused to transfer her! Prior to informing me that I would have to pay 100.00 early termination fee, he was real close to harassment in his persistence to get us to sign up with Hughes net at our new residence! Please address these issues with your employees and advise them that the customers are responsible for them getting a pay check ... no customers... no money to pay employees! Thank you for your attention to this matter! [protected]
Acct# Dsd9517920 and please continue with the termination!

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iowjhefdiosmxdqio
, US
Oct 22, 2018 12:01 pm EDT
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September 13, 2018
Dear Hughesnet.com
I am hoping to resolve my issues with you IP services
Username: dflentge1@hughes.net
List of cases numbers (#):
1. [protected]
2. [protected]
3. [protected]
4. [protected]
5. [protected]
6. [protected]
7. [protected]
8. [protected]
9. [protected]
10. Current (I hope still active) Case # [protected] Tech Support Ph. # [protected]
Modem/router Password: RYSB2799yBBE7237
Problems:
I am typing this document while waiting for you to load a page—employment application! You just freeze; imagine that, you are not functional.
Modem:
Problem with Epson not able to communicate to my laptop. Your Modem would not function via Wi-Fi to/from printer and computer. Again Still Waiting!
Dish alignment:
Addressed by technician with new hardware, what technician resolved had nothing to do with my Problems?
Download speed:
To my monitor, poor to non-existence
Your freeze my operating system to the point of the “Wheel” becoming problematic.
It’s you not Safari, Word, Outlook, anything that touches the Internet.
U-tube has never worked
Password reset:
My password that I use was 2024 until you failed to recognize my password and have me and everyone else uses the same reset password that you supply: welcome1. Seven (7) events over seven years. Can I stop this waist of my time?
Change Email address:
When I moved my service to another residence in the County, you changed my Email address. Why did you not inform me? Do you know how much work and miscommunication, leading to frustrations?
Outlook:
You have four (4) outgoing emails frozen on your mainframe, slowing my incoming Emails, for two (2) years. Messages are, “failed or was dropped”, by you. I was forced by you to use your Home Email. You average was five (5) tabs to open up your Home page. How much of my time do you waste?
I have had outgoing emails taking as long as fourteen (14) hours to deliver.
Simple replies and basic email communication have taken hours.
After two (2) years of error free Outlook, you did it again. You switched my IP address from the one originally provided to me from you, to one that was “Blacklisted”.
Outlook Pop-Up request to verify Password “welcome1”, this activated my send option. This randomly occurred several months ago. This has not worked in Outlook for four (4) years, what did you do?
Internet speed:
Research through search engines, Google, produces menus, (no pictures, and photos) that some times open approximately thirty (30) percent of attempts
The more images the guarantee the page will not load
Selections from the menu are chosen to open, in new tabs and windows makes no difference in speed and download.
Research needed for Corporation, health, jobs, and projects require me to have several tabs active simultaneously
Internet pages do not completely load, after much time if all images open at the bottom of the page, you scroll back to the top of the page except it has disappeared in to your “White Page”
Pages open slowly, (click, go have a sandwich) then maybe the page would load
Pages don’t open, “White Pages”
Tabs active are deleted
Opened tabs from pages close and don’t open
Tabs need to be constantly reloaded, with little to no success
Hyperlinks:
In Word and PDF documents does not function.
Favorites, failure
I must endure with your term “Cannot locate the Internet Server”
To fix your problems I have gone via:
Geek Squad
Microsoft
Apple
IT Associates
To seek help, every one blames you.
Cost for Technicians: $368. Out of my pocket. Why? Your technicians were not capable in my problem areas so I was forced to pay Professionals. They blame you.
Server problem areas are not problems from my Mac, or cloud obstruction. My laptop works flawlessly when using Wi-Fi at remote locations. Its you.
I need Internet access from a Internet Provider to do work, currently there is no recognition of functioning Internet access.
You constantly humiliate me by freezing, rendering my Laptop via You useless.
Wasted time and money
What does that cost?
I need a functional access to work!
What are our options?
Fix my problems that you created, I will stay a customer
Lose me as a customer
The most outrageous option is to drive the eighteen (18) miles round trip to go to the local library. The library Internet functions as an IP should function. Their value is I get one hundred (100) percent of my task accomplished. This option increases my cost in mileage and driving time. You however provide Nil to a very poor functioning service. Useless
At this point Hughes v. Library you lose, you provide no service!
Monday September 17, I will cancel your recurring debit payment from my banking account. Posted 20th monthly, HNS*hughesnet.com [protected] #5296
New contact Email: dlflentge@gmail.com

Thank you for any assistance you can provide
David L. Flentge
[protected]

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stinabab
, US
Jul 10, 2018 8:56 am EDT
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the only company that will put wifi in my house is Hughestnet. I got it installed for my internet and my smart tv. its the worst service i have ever gotten. its a stupid monthly payment, the wifi doesnt work and my equipment is super slow. i called them to have them cancel my account and instead of saying "let me fix your issues so we can keep you as a customer" they charged me $235 for taking the account down and $99 for a guy to climb on my room to take a transmitter down and to leave the ugly dish up there.

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hughesnetlawyer@gmail
, US
May 17, 2018 10:24 am EDT
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I come back from a long business trip, as a precaution I always reset my WiFi password. For some reason I cant reset the password on my router, contact customer service, we trouble shoot the problem, its determined that there is something wrong with the router. Hughes sends me out a replacement.
I get some strange emails that seem to indicate to me that someone is getting into my internet data.
I go to my.hughesnet.com and cant log in because my password wont work. Strange I have a desktop app that keeps track of all my passwords, I havent changed it so that means that someone has changing my password for me, the problem with that is that Im the only person who uses the account and I live alone. Customer service helps me reset the password...odd theres some strange email address in my account profile, the rep resets the password to this nuvpuwowa@hughes.net and I attempt to delete it but I get a pop up that says Ive entered a bad password and my access is denied. It goes on that the next day I attempt to log into my account and again the password is not accepted and I have to go thru customer service to reset my password again? And that weird email address is still there. I ask the CS rep who replies that they can only see my account email address not the odd ball email. The CS rep agrees to reset the password again, and I attempt to delete it nothing happens. I log in again the next the password again doesnt work, I contact CS, the still cant see the odd email address in my profile, they can only see my address. I go to tech support, who tells me that he CAN see the odd email address but theres no name or account number associated with the user? It seems to me that IT has a rogue user thats been getting into my account but each time the user gets into my account they have to reset the password, thats why my password never works. This is a clear violation of Hughesnet privacy policy. All I get is a "we will look into this" and we will call you in a couple of days.
A couple of days? Now up till now the customer service reps have done all that they can do to get this fixed. This IT representative has a could care less attitude.
DOES ANYBODY KNOW A LAWYER THAT CAN HELP ME WITH THIS? hughesnetlawyer@gmail.com

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Ausmerican
, US
May 01, 2018 7:15 pm EDT
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I have had it with this ridiculous Company! Seriously. December 2016 - the contract was well and truly over. The former account holder (My Landlord) called them to have it put in my name, as I was leaving for another address and he had no need for Hughesnet - he was using a more reliable service. I was already on the account as an authority and was paying the bill monthly. We were told - "No problem!" We now discover, his name has gone back ON the account and Hughesnet are refusing to remove it. They not only are trying to increase the monthly fee by $30 but are basically saying I have to enter a new contract to have it in my name. I am fighting cancer and get chemo twice a month and rely on this internet for a means of contact as well. Do they care? Nope!

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Overcharged Customer2018
, US
Apr 22, 2018 1:28 pm EDT
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In Sep 2015, I signed up for Internet with HughesNet. Today, sadly I didn't catch it earlier, I noticed I was being overcharged.

When I called the billing dept., I was told a variety of stories as to why the amount I pay each month is twice what I was quoted on the phone and the order email I received. First, I was told I was on a different plan than what I ordered. Then I was told that there was a different promotion than the email reflected. I was told I had accidentally changed my plan. I was told that I have used the full amount of data allowed each month, even though the location where Internet was set-up was a house that sat empty for 355+ days in 2017. I was also told that the additional amount was for a package deal. I get Internet only. Every time The customer service agent came onto the phone, he alway had a reason for the overcharge, but it never made any sense -- how can I accidentally upgrade my service without knowing?

I asked for The customer service agent’s name and badge number, and he gave me he name, and a case number rather than badge number. Then I asked to speak with a supervisor, suddenly The customer service agent was able to speak with the advanced billing department. He said that the 3 month overcharge refund was all that the advanced billing could authenticate as to my overcharges and they could not look further back into the account to verify payments. I am on automatic payment, is the company so technologically inept that they cannot see what a customer has paid over the years? We are speaking of 30 months if overcharge, not a few months. The customer service agent said to process any kind of refund, I would have to fax my original email to Hughes Net. When I said I don’t have fax service at my house, only Internet and I could forward the email to him, he said it had to be faxed.

“The reason that the advanced billing department gave for the $214.05 refund, is that all the further back they can process a refund.” I asked his to ask the billing department what the policy actually is that says it is okay to overcharge a customer by about $2000 and it is okay to keep 1800 of it. He went back to advanced billing to speak with the advanced billing department. When he returned to the phone, he said that the advanced billing department could process a refund for 6 months only. “He said that a customer must report the issue with the bill as early as possible for them to process changes or full refund on the account.” I pointed out that the story changed again. He suggested instead of filing with the local, federal, state, and BBB offices I just post the info on HughesNet website.

At this point, I asked to speak with The customer service agent’s supervisor. I was on placed on hold. I asked my husband to bet on the fact that The customer service agent would be back on the line and say that advanced billing could authorize 12 months refund. While waiting, I looked up Hughes Network Corporate Offices so I can call on the next business day.

The customer service agent keeps coming back to the call to report that the advanced billing department is doing further research, but each time he comes back to me, another person in that advanced billing department is on the phone and he has to speak to them again. I told The customer service agent to stay with on the phone call with the advanced billing department so that he can get an answer rather than checking that I am still on the line.

The supervisor came on the line. He gave me three reasons that there was an upgrade made to my account by 1) I was told that their assumption that a call was made by myself or on my behalf to make an upgrade, or 2) I or someone else went to the website and change on the internet, or 3) the fault was on their end that call was not documented and someone at Hughes Net had mistakenly upgraded account. He again said that the company could offer me a 6 month refund of $430 and that he would send corporate an email so an investigation would be conducted to see how the change to my account was made. I pointed out that there was still an overpayment of 24 months and thenI told The supervisor I had the number for corporate and would call on Monday and I would request a transcript of the 2+ hour call from today.

Customers – know who and where to report your Internet trouble to. BBB, FCC, Attorney General of your state, local utilities commission, state utilities commission, your senate, state delegate, and congressman.

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Tammie Bratcher
, US
Apr 02, 2018 9:35 am EDT
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my name is Tammie
I had internet connect on Thursday 03.26.2018, and my service has been horrible from the time it was connected. I am unable to watch t.v. print from my printer. The service is horrible. The technician that connected my internet, took the old dish off the roof and just threw it on the ground, he even had the nerve to ask to use my bathroom, and I have never in my life time since I've had my own home had a tech ask to use my bathroom. I live in a subdivision, and most sud-divisions has fees once a year. Also the property has to look up to par. The dish is sitting on the very front of my roof, and this is unacceptable. Every time I called hughesnet, the reps act as though they don't know anything or know what I'm talking about, this was very frustrating. They didn't want to connect me with a supervisor when I would ask for one, I was even hung up on by one of them. I was even told that the reason why my service was bad was because Montana was having bad weather, and I live in Indiana, now what kind of mess is that. I asked them that if Indiana has bright sunny 80 degree temps and Montana has a rain storm, it will affect my service, and I was told yes. This is so ridiculous. I wasn't told this when I was talking with the sales rep, this was one big thing that was left out, and this is something very important customer's should know. Hughesnet is only out to get whoever they can get. It's all about money. Hughesnet is a joke! I was also told that they only have one tech in my area, and he is the same one I demanded not to send to my home again, and that I have the right not to have him back in my home. Why is there only one tech in a large area...UMMM it makes one wonder. I just wish I had read some of these reviews before I went with them, because I most definitely didn't want the same tech coming out.

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Tammie Bratcher
, US
Apr 02, 2018 9:31 am EDT
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my name is Tammie
I had internet connect on Thursday 03.26.2018, and my service has been horrible from the time it was connected. I am unable to watch t.v. print from my printer. The service is horrible. The technician that connected my internet, took the old dish off the roof and just threw it on the ground, he even had the nerve to ask to use my bathroom, and I have never in my life time since I've had my own home had a tech ask to use my bathroom. I live in a subdivision, and most sud-divisions has fees once a year. Also the property has to look up to par. The dish is sitting on the very front of my roof, and this is unacceptable. Every time I called hughesnet, the reps act as though they don't know anything or know what I'm talking about, this was very frustrating. They didn't want to connect me with a supervisor when I would ask for one, I was even hung up on by one of them. I was even told that the reason why my service was bad was because Montana was having bad weather, and I live in Indiana, now what kind of mess is that. I asked them that if Indiana has bright sunny 80 degree temps and Montana has a rain storm, it will affect my service, and I was told yes. This is so ridiculous. I wasn't told this when I was talking with the sales rep, this was one big thing that was left out, and this is something very important customer's should know. Hughesnet is only out to get whoever they can get. It's all about money. Hughesnet is a joke! I was also told that they only have one tech in my area, and he is the same one I demanded not to send to my home again, and that I have the right not to have him back in my home. Why is there only one tech in a large area...UMMM it makes one wonder. I just wish I had read some of these reviews before I went with them, because I most definitely didn't want the same tech coming out.

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2:21 pm EDT
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Hughes falsely accused customer of sending out: spam-account locked

On 10/15/09 Hughes contacted me with allegations/charges that I was in review for possible violation of the Terms of Service Agreement. ( I have already used 1yr., of a 2yr., contract), for sending Spam being sent from my IP address, so this type of activity is a breach of thier Terms of Service Agreement and is considered a Severity Level1 Violation of there terms! 1st offense is: Account Lock! 2nd Offense would be a Account Termination. I currently was charges with Status of Severity Level 1! Notice that in the beginning of the letter is states that my account was UNDER REVIEW FOR POSSIBLE VIOLATION OF THE TERMS OF SERVICE AGREEMENT! Yet I am Charged and penalized with having my Account Locked! Hughes net doe's not have secure Web Mail Protection at all, I receive 30-40 Spam mailings every single day from them and have complained! All I can tell the Consumer is: 'BEWARE!" I DO BELIEVE THAT WITH SOME OF THIS SPAM MAIL THAT I DO GET DAILY FROM THE WEB OF EMAIL FROM HUGHES.NET, THAT POSSIBLE A WORM OR VIRUS CAME ALONG WITH THEM, ATTACHING TO MY EMAIL ADDRESS BOOK THEREFORE SENDING OUT MAILINGS? BUT THAT IS A GUESS. MY ANTI VIRUS IS PC CILLIN WITH TREND MICRO, AND I HAVE ALWAYS KEPT MY ANTI VIRUS PROTECTION UP TO DATE AND SCANNED MY COMPUTER COMPLETELY ON A DAILY BASIS, AND NEVER SHOWED ANYTHING BUT "INFECTED FILES FROM HUGHES.NET AND THIER EMAIL CONTRACTED COMPANY THAT HANDLES THIER EMAIL: MOTIVE COMMUNICATIONS. I HAVE ADDRESSED THE CEO OF THE COMPANY AND SENT LOGS OF THESE FACTS. OF COURSE NO RESPONSE! IN ORDER TO HAVE MY ACCOUNT OFF LOCK, I MUST SIGN A LETTER FROM HUGHES, SIGNING WITH MY SIGNATURE THAT I HAVE ANTIVIRAL SOFTWARE IN PLACE AND RUN A COMPLETE SYSTEM SCAN TO DETECT ANY VIRUSES (INTERESTING SINCE I SUSPECTED THEM TO HAVE SENT IT THROUGH SPAM!) IN ADDITION, I HAVE TO CHANGE MY EMAILL P.W., ALONG WITH MY DSS PASSWORD. IN THIS EVENT THAT WE DO NOT RECEIVE A WRITTEN RESPONSE FROM ME, THEY WILL NOT UNLOCK MY ACCOUNT. THIS IS AN ENFORCEMENT OF THIER TERMS OF SERVICE AGREEMENT!
**QUESTION:
WHAT ASSURES THE CUSTOMER (I AM A HOME CUSTOMER), THAT OUR EQUIPMENT WILL NOT BECOME TAMPERED BECAUSE OF SECURITY OF HUGHES WEBMAIL BECAUSE OF LOUSY ANTIVIRAL SERVICE!?

I WAS A CUSTOMER PRIOR WITH BELL SOUTH/ATT FOR OVER 3O YRS., AND NEVER HAD THESE KIND OF PROBLEMS! BECAUSE I LIVE IN THE RURAL PART OF TENNESSEE I COULD NOT GET DSL FROM AT&T IN MY AREA AND THAT IS WHY I CHOOSE HUGHES, AND IT IS NO FASTER THAT MY DIAL UP WAS! BEWARE OF WHAT YOU ARE GETTING YOURSELF IN! I HAVE HAD A NIGHTMARE EXPERIENCE WITH HUGHES! I HAVE BEEN CHARGED, GUILTY, AND HUNG! I AM INNOCENT OF ALL ALLEGATIONS AND WAS NOT EVEN AWARE OF ANY OF IT UNTIL I RECEIVED A PHONE CALL FROM HUGHES, AND THEN THIS LEGAL LETTER CAME 3 DAYS LATER. WHEN I ASKED TO SEE THE PROOF OF THE CHARGES I WAS NOT SHOWN YET, AND IS ONLY HEAR SAY, AND AM STILL WAITING FOR THEM! I DON'T EVEN EMAIL THAT OFTEN! I AM VERY INSULTED, HURT, AND DAMAGED BY ALL THESE ALLEGATIONS! I AM A INNOCENT CUSTOMER!

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Hughes misrepresentation of (fap) fair access policy

HUGHESNET: CONSUMERS BEWARE / CAVEAT EMPTOR

Per Hughesnet Customer Care...

Hughesnet Customer Care: What activities may cause a subscriber to exceed their download threshold? Some activities are more likely to exceed the download threshold and trigger the application of the Fair Access Policy. Several examples are listed below.

Hughesnet: Full-length movie downloads.

Horizon Entertainment: This is an untrue statement. According to various Hughesnet representatives I've spoken to at Hughesnet, you can exceed the FAP in just 7 or eight minutes of download time.

Hughesnet: Continuous downloading or viewing streaming media content such as audio or video programming.

Horizon Entertainment: This may actually be a true statement, however, according to Hughesnet representatives I've spoken with. the FAP can be exceeded with just viewing less than 10 minutes of streaming media content.

Hughesnet: FAP limits can easily be exceed simply by the hosting of server devices such as email, FTP or Web servers.

Horizon Entertainment: According to the Hughesnet representatives I've spoken with, simply using an internet server for your business will greatly slow down your internet speeds, as well as greatly increase the liklihood of exceeding the Hughesnet FAP limits (which includes "Automated computer to computer connections used for the archiving of local computer content")

Hughesnet: Simultaneous downloads.

Horizon Entertainment: While this is also a true statement by Hughesnet, simultaneous file downloads are completely unacceptable to Hughesnet and doing such downloading will likely cause you to exceed the FAP set forth by Hughesnet.

Hughesnet: Downloading large files will cause you to exceed the Hughesnet FAP (i.e., file sizes that are close in size to the download threshold of your service plan):

Horizon Entertainment: I would simply say that downloading any streaming video or such files, of any kind, is very likely to subject you to exceeding the FAP limits set forth by Hughesnet. Remember, according to Hughesnet representatives, downloading 7 or eight minutes of streaming video or such types of information will automatically subject you to exceeding the Hughesnet FAP.

Hughesnet: Excessive downloading or use of the services described above may cause subscribers to be affected by the Fair Access Policy, or in severe cases, to be terminated from the service:

Horizon Entertainment: Again, this is a true statement, but the Hughesnet definition of "excessive downloading" is very narrow and very, very, limited.

Hughesnet Customer Care: What will my Internet access be like if I exceed the download threshold?

Hughesnet: When the download threshold is exceeded, you will experience reduced download speeds for approximately 24 hours. During this recovery period, the HughesNet service can still be used for activities such viewing emails and Web surfing, but speeds will be significantly slower than your normal browsing experience.

Horizon Entertainment: Based on my experience, this statement is completely untrue, which in essence, is probably my biggest complaint against Hughesnet, their advertising, marketing and their Customer Care Statement.

Horizon Entertainment: During the FAP you will simply not "just" experience reduced download speeds. This is an almost complete misrepresentation of terms. Nor during the Hughesnet FAP recovery period, will you be able to continue receiving emails ... This is simply NOT TRUE. For example, today, during the FAP recovery period, I have NOT been able to retrieve ONE single email.

Horizon Entertainment: In regard to Hughesnet saying that internet speeds will be "significantly lower, " surfing the Web is virtually non-existant. During the FAP recovery period, internet speeds are much slower than dial-up and sometimes, internet access does not exist at all.

For example, the Hughesnet Customer Service representative that I spoke today said that with my current Hughesnet plan, I am normally able to dowload approximately 60 MBs in one minute.

The Hughesnet Customer Service rep went on to tell me that I DID HAVE internet access, because throughout the day, I was able to download a couple of 2 MB and 5 MB files.

When I told him that (according to what he just said) I had been able to download less in ONE day, than I normally would be able to in ONE minute, he simply responded by saying ... "Sire, I'm sorry Sir, but you are under the Hughesnet FAP and there's nothing we can do about it (despite the fact that this is completely contrary to how the Hughesnet Customer Care website actually reads and/or would suggest).

Again, based on my understanding of Hughesnet's adverting, marketing and their Hughesnet Customer Care guidelines, I personally feel that things simply do not add or match-up with what Hughesnet promulgates in their advertising, marketing and Customer Care terms of service.

Horizon Entertainment Hughesnet Case #[protected]

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Jason Ferguson
Lakeland, US
Jan 06, 2010 7:10 am EST

As a victim of DirectWay/HughesNet I can only say that for several years we had no issues with the system. Two years ago we were forced to upgrade modems as part of their system update to increase speeds. Since then it has been nothing but a problem from hardware issues to inept customer service based outside the United States. If the customer service issues were not a nightmare imagine our surprise to learn that to go along with an increase in costs the bandwidth allowance was cut in half for the FAP.

Hughes Customer Reviews Overview

HughesNet is a satellite internet service provider that offers broadband connectivity to customers across the United States, particularly in rural and remote areas where traditional high-speed internet options are limited or unavailable. Their services include various internet plans with different data allowances to suit individual usage needs. HughesNet emphasizes its availability nationwide, leveraging satellite technology to provide internet access. Additionally, they offer built-in features such as data-saving modes to help manage bandwidth usage.

Hughes In-depth Review

In Summary: HughesNet offers satellite internet services primarily targeting rural and remote areas where traditional broadband is not available. While it provides widespread coverage and a variety of plans, customers should be aware of its speed limitations, data caps, and contract terms. The installation process is straightforward, but there may be initial costs involved. Performance can vary, especially during peak times, and customer service experiences are mixed. HughesNet includes features like built-in Wi-Fi and a Bonus Zone, but users must weigh these against the overall cost and value for money. The company also shows a commitment to sustainability and community involvement.

Company Overview: HughesNet is a long-standing provider of satellite internet services, known for connecting users in rural and remote areas. Their core offerings revolve around internet connectivity with a focus on areas underserved by traditional broadband.

Internet Service Options: HughesNet offers a range of plans that vary in price and data allowances, with speeds up to 25 Mbps. All plans come with data caps, and exceeding these limits can result in reduced speeds. Contract terms typically require a 24-month commitment.

Installation and Setup: Installation is generally handled by professional technicians and is often praised for its simplicity. Customers receive a satellite dish and modem, but there may be initial setup fees or equipment costs to consider.

Performance and Reliability: Users report that actual speeds can sometimes fall short of advertised speeds, particularly during peak hours. However, the network is known for its reliability in areas where other internet services are unavailable.

Customer Service: Customer service experiences with HughesNet are varied, with some users reporting quick and helpful responses, while others have faced challenges. Support is available through phone, email, and chat.

Coverage and Availability: HughesNet's primary advantage is its extensive geographic coverage, especially in rural and remote areas where other internet options are limited or nonexistent.

User Experience: Customer reviews are mixed, with some praising the service for its availability and others critiquing it for speed and data limitations. The user interface for account management is functional, and the mobile app offers additional convenience for managing services.

Additional Features and Services: HughesNet includes built-in Wi-Fi with its modems and offers a Bonus Zone, where customers can use additional data during off-peak hours. Other value-added services may be available depending on the plan.

Pricing and Value for Money: When compared to other satellite internet providers, HughesNet's pricing is competitive, but it may seem high compared to traditional broadband. The company occasionally offers promotions, but customers should be mindful of termination fees and refund policies.

Sustainability and Corporate Responsibility: HughesNet demonstrates a commitment to reducing its environmental impact and engages in various sustainability initiatives. The company also participates in community programs and strives for social responsibility.

Pros and Cons: HughesNet's key advantages include its availability in remote areas and the inclusion of features like the Bonus Zone. However, the disadvantages of speed limitations and data caps are significant. The service is best suited for users with limited internet options.

Final Verdict: HughesNet is a viable option for users in rural and remote locations who have limited access to other types of internet services. While it offers reliable coverage and some unique features, potential customers should carefully consider the speed and data limitations, as well as the overall cost, before committing. For light internet users and those without other options, HughesNet can be a suitable choice, but heavy streamers and those used to high-speed broadband may find it lacking.

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