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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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8:27 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Hughes data usage issues

I signed up for HughesNet in November of 2017. Where I live, satellite is my only choice for internet...other than dial-up...which I had for 10 years! So, that being said, you know I have patience. I was lead to believe that HughesNet had better speed and the data usage would be comparable to the other company I was with. I only signed up for the 10gb plan. Well, to start with...the first 20 days were suppose to be kind of a "Free Data Usage" period, according to the salesman and what I had read but, turns out that only lasted about 12 of those 20 days. Then, within the next three days or so, my data usage limit was maxed out! I called but, it's like talking to the wall next to me. Nothing was done to help. I've rode through what just became my third or fourth billing cycle and the results have been the same. My data is used up in the first week. I have complained through BBB and HughesNet claims they are going to call me to try and resolve my issue. Hasn't happened yet. I'm asking for cancellation and to be sent the packaging to send their equipment back and also, I don't feel I should have to pay their ridiculous early-out fee. I just don't like their way of doing business.

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Update by alrebel
Mar 08, 2018 8:29 am EST

I signed up for HughesNet in November of 2017. Where I live, satellite is my only choice for internet...other than dial-up...which I had for 10 years! So, that being said, you know I have patience. I was lead to believe that HughesNet had better speed and the data usage would be comparable to the other company I was with. I only signed up for the 10gb plan. Well, to start with...the first 20 days were suppose to be kind of a "Free Data Usage" period, according to the salesman and what I had read but, turns out that only lasted about 12 of those 20 days. Then, within the next three days or so, my data usage limit was maxed out! I called but, it's like talking to the wall next to me. Nothing was done to help. I've rode through what just became my third or fourth billing cycle and the results have been the same. My data is used up in the first week. I have complained through BBB and HughesNet claims they are going to call me to try and resolve my issue. Hasn't happened yet. I'm asking for cancellation and to be sent the packaging to send their equipment back and also, I don't feel I should have to pay their ridiculous early-out fee. I just don't like their way of doing business.

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Mb2763
, US
Jul 20, 2019 5:09 pm EDT

Every month I run out of data. When I have followed up they have given me tips such as downloading stuff between 2 am and 8 am so I am using my bonus data. Also I have been told to make sure all of my computers are off when I am not home. This morning I downloaded some movies between 4 am a d 8 am. I checked my data usage to make sure they were coming out of my bonus data. And they were. A d I had my original 20 GB. I left the house from 8.30 am a d 10. I did not turn anything on until noon. While I was watching one of the shows I received an alert stating I was out of data. When I spoke with the rep he told me my usage chart showed I used the 20 GB when I wasnt even home. How does that happen. I'm on hold for a supervisor now for 30 minutes. This is a scam. Their solution is for me to upgrade and pay more money. So if anyone is filing a lawsuit..contact me at mb2763@aol.com.

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10:35 am EST

Hughes all of it

Our internet was installed in December 2017. It has never worked. We have tried to cancel and have gotten the runaround. Now they are trying to charge to cancel service when they can't fix it. I'm so angry right now. This is unacceptable. I paid 3 months for service that DOESN'T WORK! Now $350 to cancel useless service. I'm also pissed that they charged a credit card that was supposed to be a single payment card with paper billing to follow. The service reps in the Philippines are rude, uninformed, and useless. Now I'm canceling my credit card and my husband is suing the company. This is such poor business. We had to go with a different company for internet service because it never worked. Somebody in the company needs to be fired for this crap.

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Kaesong
, KR
Jul 01, 2018 10:01 pm EDT

You do not have the right to call the representatives from the Philippines are rude and uninformed. They went through a lot of trainings just to serve you. They are just doing their jobs.If you are dissatisfied with hughesnet. Just Hughesnet only. Do not include the reps from the Philippines. You don't know how sleepy are they just to take your call.

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2:36 pm EST

Hughes box to return eq.

Hello I cancelled service with you guys around feb 13, 2018, for various reasons but mainly, we moved to sc from nc, and you were gonna charge for the hookup there and charge me another 2yr contract, today is mar 3, I haven't rec'd the box to return your eq., after calling you cost service line, I got a very rude, unhelpful man, now then, we leave tomorrow on a 1 month trip, if we had the box I would have returned your eq weeks ago. Now I am told I will be charged for not returning the eq. I will return the eq. My mail is being held at the post office in easley, sc until april 6. When we get home if there is a box here, we will rush to get you eq to you. I do not want to be delinquent, my credit score is high 700, I do not cheat people,. Please respond to my phone,
[protected]
My address is: 2149 ireland rd, easley, sc 29640
Thank you
Joseph w. Bellisario

Previous address
1212 safari dr, sylva nc, 28789

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10:51 am EST

Hughes satellite service

HughesNet are the worst service providers and they do NOT uphold their guarantees and promises, I got charged for a service that wasn't even working and it was from their part even though I was guaranteed that I would not be charged while the service was down, and their customer service was less than adequate in assisting me and only gave excuses why they didn't follow through with what was promised.

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5:18 pm EST

Hughes company

Huges is a dirty lair and promise me things they did follow through with just to sell a account and I made it very clear it had to be installed on sat and they promised me oh yes oh yes sat morning between 8 and 11
Ok I'll sign up they take my money the call Fri at 5 and say we can't make and I call started out very good Ray Vaughan was very understanding promised me they would take care of it .
Transferred me to Josh in tech was a little [censor] and turned my good mood bad really fast had him transfer me before I lost to someone else then had to explain my self every time so asked for manager .
Basically said to bad we are liars and all I can do is cancels ur account now I'm here.
I'm going to save this and post on every web site I can ever account I can save people from making the wrong mistake

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5:44 am EST

Hughes internet

Submitted claim to Bibb, tart. General in mn. Disconnected service mid. Jan. Billed for Feb., had to move. did so feb. 3rd. Under mental abuse from landlord that I rented room from., anyway am vulnerable senior citizen on fixed income., am requesting 66.01 back for Feb.2018... please respond ASAP to avoid further action.. sincerely Patricia m. Taylor.

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12:48 pm EST

Hughes termination of service and lack of customer care

Our two year contract was up some time ago, but we suffered through the dialup speed we were generally used to getting from Hughes. Today, after signing up for broadband, we called to cancel Hughes and were told we had to go up on our roof and remove a part from the satellite dish, then return it to the company at our expense--or pay what amounts to ransom.

We're in our 70s and are not capable of climbing to the roof, nor are we trained and qualified technicians. Customer service (phone and online) are completely unconcerned and keep insisting we call customer care. Who were those people we talked to at Hughes if not customer service/customer care? Were they subcontracted janitors or maybe the UPS guy in for a package delivery?

Why should we have to keep going round and round with this when it's obvious there is no "care", only a desire for undeserved profit from a company that never fulfilled its end of the bargain!

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12:06 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hughes internet service

Installation was thursday 2/2/2018,
The installer john came to my home. It was to be coordinated with a dish installation. The dish installer called ahead and when he would be late. He was neat and wore protective covers for his shoes. Dressed well and was professional. Installation was excellent.
The hughesnet contractor did not call or show up at the appt time. He finally called after 5pm. He said he would be there the next morning. He finally called
And came in the early afternoon. A suggestion... Have basic dress codes etc. He may have not taken a shower that day, worn athletic shorts and ran mud on our rugs (no protection). He installed the satellite dish and did some wiring work inside. He came to me and asked for my signature. I then checked the internet and wifi before he left. It was not working other than being able to access the msn worksite but we could not go to any other websites and the wifi was out. He then said he did what he was supposed to and that was it. I said it was not working properly. I then said he should remove his eqpt because it obviously was not working. We had words and he walked out. I called your tech support and they said the satellite dish was not properly aligned and they would dispatch saturday and a contractor would call. Noone called. I contacted hughes net again on monday. He said that the contractor said they feared me. Apparently your young contractors are very sensitive now a days.
I specially asked that a different tech, who understood the technology please be dispatched. They have me in for next saturday 8-11 or 12.

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9:33 pm EST
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Hughes tv box mxq pro multimedia gateway

I Tried to order one TV box You sent two. I will be returning both unused. I would like to be refunded my $154.00 . I will be using the return label that came with them. Shipping to HUGHES NETWORK SYSTEMS- RETURNS ATTN:
WRC INCOMING HUGHES NETWORK SYSTEMS
16060 INDUSTRIAL DRIVE
GAITHERSBURG MD 20877
UPS GROUND
TRACKING #1Z 6W3 [protected]

PLEASE ADDVISE IF THIS THE RIGHT WAY TO RETURN.
[protected]@aol.com
VETTESE, JOSEPH RMA No, : [protected]
Awaiting your reply

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Update by JOE1960
Feb 09, 2018 9:44 pm EST

Return unneeded TV BOXES.4K UCD [protected] I will go to UPS Store Monday to send them back.

Update by JOE1960
Feb 09, 2018 9:39 pm EST

I do not these. So I am returning them for refund. $154.00

Update by JOE1960
Feb 09, 2018 9:37 pm EST

I do not need these.

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9:05 am EST

Hughes internet service

Lost power 1/1/2018, didn't have any service until 1/12/2018, and then it was a different network address showing as my connection. Called customer service several times, got so frustrated, they had me in tears. NO ONE could give me an answer, NO ONE could do their job. I was told by Lulu Rogers, customer service rep, in my last call the them, that I would be given credit for days without service, and lo and behold, they took the full amount out of my checking account this morning. NO CREDIT was given, and I still can't connect our cellphones to the wifi. Still have no answer as to why I have a different network address. The network that is listed on the back of my router is "hug2g475923" and my password that is on the back of my router is "farmer95push", since I lost internet, which was apparently a hughesnet outage in several states, the network that shows up in my connection is "HUGHES_24G" and I don't have a password to that connection, and NO ONE in customer service could help. I have the extra express protection with them, it cost $8 a month, and no one would write up a work order for me to get a new router, with a new network address and new password on the back of it. So, I can't get any cooperation from hughesnet at all. Several calls, chats, and emails, didn't resolve anything. And, I can't get out of my contract. I'm so livid about this. Thank you for filing my complaint. Denise Johnston, 14 Whispering Oaks Dr., Lake Chaparral, Mound City, KS 66056

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TinaFarina
, US
Jun 20, 2019 4:52 pm EDT

Hey Denise-
I know your post was a while ago but I had the same problem recently and did a “factory reset” on my modem/wifi. If you push the reset button (you may need a pin to get to it, it’s in the back of the modem) and the WPS button (usually on the front of the modem) at the same time and wait for the lights to go off and then come back on (30 seconds -ish) it will change back to the old network name and your original password will work.

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4:20 pm EST
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Hughes data usage issues...

I have only been with HugesNet since November of 2017. Where I live, satellite is my only alternative for an ISP. I was with Excede for about 6 year before you guys. I chose to change mainly for speed issues. Since I've been with HgesNet I have noticed my data usage has been used up far quicker than before. I have called twice to customer service about it and there seems to be no help in finding out why my data is being used so quick. I have the same components with HughesNet as I had with Excede and I also have a similar package as I had with them...10gb monthly. On my first month when I noticed this data issue, I called and went through some checks of things but nothing changed. I did give you guys the benefit of the doubt for the first month, because of being a new customer. My cycle started again this morning 1/24/2018 and since midnight till the present I have used 2.4gb already! Not counting the free time between 2;00 am till 8:00 am, that's only 10 hours of use. I have not used my computer very much at all today just to see what was going to happen. When I was with Excede, I could at least make 10gb last half the billing cycle. At the rate it's going now, I will run out of data in a week or less. Like I said earlier, I have the components on HugesNet WiFi as I did with Excede. I would like to go as far as ask you guys if I could cancel my subscription since I haven't been with you that long. Furthermore, it seems to me that I'm really not getting what I am paying for with this kind of service. I'd appreciatehttps://www.complaintsboard.com/new_complaint/# your response to this matter please. Thanks, Lynne Butler
2330 County Road 65
Killen, Alabama 35645
[protected]

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12:10 pm EST
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Hughes internet service

I will keep it brief. It is not overly complicated by the previous reviews I have read regarding Hughesnet. We dodged a bullet it appears. I would like to thank the supervisor and his colleague for such demeaning and arrogant customer service. It was this lack of information and blatant disregard for my questions that helped me decide to CANCEL my new internet service and instillation. PLEASE review the audio so you can train your new employees how NOT lose a customer. My next favor to your company is to share this horrid experience with friends, family and everyone out there on my social media network. I will encourage them to beware and look for other providers. They are there and willing to treat new potential customers with a little respect and dignity. Good riddance!
order#[protected]
site #dss35836785

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12:14 pm EST

Hughes hughesnet internet service

I am Amber York a customer with Hughes Net for 5 months. I had Hughes Net installed in July 2017. While deciding what internet company to use I explained to the Customer Service Dept at Hughes Net the specific things I would need my internet to do. I also explained to them the number of people in the household. During this conversation I was told that my children would be able to game online. That we would be able to watch YouTube and stream movies from Netflix and Amazon. The things that said the service would do is not true. My kids are not able to game due to lagging issues. All videos are buffered. Streaming from Amazon is not possible. They also ensured me the amount of Data 30Gb that I was purchasing would be sufficient. From the first month we have used all of our data, normally within 15 days and we are not able to do the things I was promised we could do. I have called to cancel due to the fact they are not providing me with the service I was promised. They want $340.00 to cancel I do not feel I should have to pay this amount because they are not fulfilling their end of the contract.

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4:10 pm EST

Hughes satellite and customer service

Call center Apparantly is located in Pakistan or India-never able to speak to any native Americans with understandable English speaking skills. Some reps are rude, I have been hung up on but the worst complaints are the eating time to speak with a person usually 20 minutes or more and being lied to by reps and refusal to allow me to speak to a supervisor or mananage. They tell you one thing then do something totally different. DO NOT GIVE THEM YOUR CREDIT OR DEBIT CARD NUMBER UNDER ANY CIRCUMSTANCES. If they screw up or lie to you THEY TEFUSE TO CORTECT THEIR MISTAKED FOR 10 BUSINESS DAYS. They are dishonorable, and their service is a buffering nightmare. They give you no options-their way or the highway. Horrible, miserable customer service experiences with them. They don't know what customer service is or their expectation is very low. Thrives.

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7:19 am EST
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Hughes product and service does not work

For the past month my husband and I have alternated calling, emailing and chatting to complain about our ability to watch netflix or any video using our hughesnet service. We have done everything they have asked, and spent countless hours on the phone to resolve. They never suggested they would come out to service the equipment. To date we do not have a usable service and paying monthly. Our account is on autopay and we have never missed a payment. We have not had any help resolving, even though we have called a dozen times to complain. Useless service. Useless product.

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2:45 pm EST

Hughes hughesnet internet

I am highly disappointed with the Hughes net service I never got to use. I didn't get my complete refund back then I was asked to send back an arm from a dish that is located at on my roof. I was told I would get phone calls back and never received one. I was told they did not know when the service would even work. I would never recommend the horrible Hughes net service to anyone. I have never felt so disappointed and disgusted with something that was worthless.

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10:10 am EST

Hughes internet service

I have had Hughes-net for several years because it is all that is available. It has been mostly poor service, it is up then down, it is always slow. Now comes Gen 5 advertised and sold as the fastest yet. It the slowest I have ever had. I tried multiple speed tests with a download going from a high of 1.6 Mbps, and and a more consistent low of .18 Mbps that is not a typo. I tried their chat which took and hour plus to get only ready to test the system. Reason is they are so overloaded with complaints that the agents are helping multiple people, one agent actually sent me a transcript she was having with another person exposing his email and his complaint which was slow speed. I tried to call but the message says call back later as they have extremely high cal volume, meanwhile they have been paid in advance for this service. I have sent 6 emails all have gone unanswered.

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12:33 pm EST
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Hughes internet services not at all as "sold" to us

We bought a sales pitch from Hughesnet promising faster service and the ability to route our cell phones through our internet (as we had with DSL). Not only is out internet very slow, we simply cannot use our cell phones. After a long phone conversation today (1/4/18) with Carl form Hughes' Customer Service, I was advised to disconnect or even unplug all other devices connected to the internet, even unplugging our smart TV. Seriously?Everything is connected to the net today. We are seniors living in a rather remote part of southern Colorado, and our cell phones are a lifeline! Slow downloads, etc., are an inconvenience and irritation, but inability to use our cell phones could be life threatening in our circumstance! So, if I need to make an emergency call I should first run around unplugging things? That is utterly ridiculous, yet Hughes refuses to waive or even reduce their buyout. Does anyone have a success story in suing them?

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9:20 am EST

Hughes internet

I was never told about a contract with this company and had problems within several weeks and called them and said a technician would get in touch within 24 hrs and no phone call then sent me a collection bill in the mail and I sent the modem back and was still charged. I was charged over $800 and now it's been turned over to collection agency because I couldn't stay on the internet for more than 10 minutes said if I was in a room close to the modem I had to be on the 2.5G and room further away it had to be on the 5G and told me I had to keep switching back and forth and told them I was not notified when this was set up nor did I sign anything. This was not my fault and I'm not paying these fraud people anything.

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9:29 pm EST
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Hughes installation

I had Hughesnet service a couple years ago and still have the equipment on my house because the install guy drilled into my roof. The actual roof which is going to need replaced now because water is getting inside my house. When my husband got home and seen what he did he was beyond mad. They sent someone else out to fix it. This guy shows up and agreed that was pretty bad and not to worry he would move the dish and fix everything. The guy moves it alright and puts it next to a bedroom window and drilled into my house. The actual house. For whatever reason I don't understand why they couldn't have used the same spot my other tv Dish was in!

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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.

How to file a complaint about Hughes?

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1. Log in or create an account:
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- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue with Hughes in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Hughes. Mention key areas of concern, any relevant transactions, steps taken to resolve the issue, the nature of the problem, and the personal impact.

5. Attaching supporting documents:
- Attach any additional supporting documents that can help validate your complaint. Avoid including sensitive personal data.

6. Filling optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Follow these steps to effectively file a complaint against Hughes on ComplaintsBoard.com.

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Contact Hughes customer service

Phone numbers

+1 (866) 347-3292 +1 (844) 737-2700 More phone numbers

Website

www.hughesnet.com

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