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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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M
9:17 pm EST
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Hughes internet/phone

I signed up for Hughesnet internet $79.99 a month plan. When I did, the salesman tried to sell me service insurance and phone service, but I declined, telling him I only wanted the 79.99 plan.

When I got my fist bill, (after I paid for the equipment) it was 124.69. After spending 25 minutes on the phone to try to get it straightened out, they finally deducted the extra charges off my bill. The following month there was an additional $200 on the bill, supposedly for an early cancellation fee for the phone service I never ordered.

I spent another 40 minutes on the phone today trying to get that straightened out, only to come home and find the charge still on my bill. Customer support sucks. I was constantly put on hold, and they resolved nothing. Probably the next step should be legal council.

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Update by MartinB77
Dec 27, 2017 4:09 pm EST

Yeah, and no one answers.

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L
1:14 pm EST

Hughes questionable billing habits...

I'm new to your company and was explained about tokens. My impression they were there if I were to run over my "metered" time. I purchased 3 (12/5/17-$9, 12/9/17-$15, and 12/15/17-$30) different times. Now my current bill (B1-[protected]) has them included on the bill. This would be charging double.

Please fix this problem and teach your people manners. This occured 12/26/17. I would like this portion ($54) refunded. My bill is normally $66.01. My current bill (B1-[protected]) is $96.01.

The question I kept asking (Summer on-line and Nathaniel by phone who hung up on me) if I paid for the "token" already, why am I paying for them again in my bill? This is going to make me re-think about using this company. As of right now I will not recommend this company to my family and friends.

I would appreciate a response.

Lydia Strusz

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9:29 am EST
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Hughes internet

I have had internet for maybe a month. I had to call very next day for poor reception. It has only gotten worse. I call and get CS agents I cannot understand. I want to cancel this unsatisfactory service. I have to use my phone data to stream anything. When watching, maybe 5secs of stream with greater than 20secs of interruption., then back to 5secs of stream. Very very annoying. This is NOT WHAT I expected. I ask you cancel my service WITHOUT penalty. I tried to cancel earlier but my email was returned
San # DSS35578282
Pam Burcie

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11:23 pm EST

Hughes wifi

I dont know if this will reach the head office but I am here see what you as a company are willing to do about my wi fi. I have had your system for a couple months and a week ago it went out and I have had no service since then. I have called repeatedly and they tell me to call back in 24 hours because the weather is cloudy or snowy or windy... I explained I live in the u. P and it snows here almost daily and they tell me that I signed a contract (Which I dont remember seeing) stating that weather will effect the wi fi. I explained that I specifically asked the installer if snow would be a problem and they assured me it wouldnt. I understand that if a storm rolls thru it would effect my signal but over a week of no service is rediculous. I asked them if I could cancel since you are not providing the service you led me to believe I could expect and again they said call back in twenty four hours to see if the weather has changed... Please let me know what I can expect from you in solving this problem. Thank yoy
You can reach me at [protected]@yahoo.com

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2:21 pm EST
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Hughes phone service

Hughes Network [protected]
First off before we ever let them put it in. We were told our phone company no longer serviced our area. Which was not true we later found out. We were also told we could keep our number. After many complaints we were told they didn't know why but it couldn't be ported over. They had given us a temporary number to use so we said we would just keep it since we could not get our old number. Then for months we would call and were told they had no record of our account. Then we had to figure the problem and they had given us the number. Then the next time same problem.
Next problem from the beginning calls would be dropped, the line has so much noise on it and not only that you sound like you are talking in a barrel.
This has gone on fo five months. Customer service is so rude and knows absolutely nothing.
We have had service since the first of July. It is so embarrarrissing. It is a joke to my friends and family. I want out of the contract!

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10:38 am EST
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Hughes internet/wifi

I have attached an outline of all of the problems my husband and i have had since contracting with hughes network through our dish network bundle. We have made numerous phone calls in an attempt to get the problem resolved, as you can see by the outline, and because we received no satisfaction, we have now terminated our contract and have contracted back with atlantic broadband. We were told we will have to pay $400 for early termination but because of the reasons outlined in the attachment, we do not feel we should be bound by said contract.

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2:42 pm EST
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Hughes phone and internet

We bought into hughsnet last year because we live in the mountains where cell service is impossible. Its been a nightmare of lies and deception. They claim if you use all your monthly dara that your phone will still work, thats not true. This has happened to us 2 times now and both timed they cutoff the phone too. Makinh it nearly imposdible to reinstate because they CUTOFF the phone, so we hsve to travel into cell service are to make these damn near impossible customer service calls. And their customer service people still insist there is no problem with the phones but they could send a service tech out at our expense (im already over paying i aint paying nomore). Im thinking about quitting thus contract and let them take my butt to court!

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12:22 pm EST

Hughes wifi

I have had your wifi service for 7 or 8 months now and it has been working well with some slowness until now. Now this month (the new month has been on for About a week today is 11/25/17) it's basically completely slow it will not stream one episode of Netflix it will load internet pages extremely slowly its just practically useless and I'm not throttled this is the data that I paid for. There had been some poor weather in the past but it's never caused this much slowness to the point where there's absolutely no full episode being watched all day. I feel as though I shouldn't have to pay $100 for internet that works less effectively than when it's throttled. I would like to see it fixed and running properly. We have our Netflix turned down to stream at 0.3 gigs per hour the lowest you can. I also rebooted, unplugged and reset web acceleration, tried solutions presented on your website and nothing solved the problem. Not sure what information you might need so here's these
SAN: DSS33946174
ESN: [protected]
Diagnostic Code: [protected]

My email is [protected]@gmail.com and I have no phone service here at my home. I rely on HughesNet to provide me with wifi which I use to make calls and such. Thank you for reading and I hope to hear back soon.

Lyda

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2:25 am EST

Hughes modem box

I just moved to Missouri with my family and was trying to find the best deal on cable and internet when I ran across hughesnet. I found their prices to be reasonable and they actually worked with my cable provider so I signed up for their services. I was hooked up to the service this last thursday. It is now only the following monday and due to a incident with my cat and where the tech put my modem in my house my modem got knocked off and fell to the floor. Now I have no internet service. I call the support number and went through several different options for them to try to fix it on their end but none of them seemed to work. Now in order for me to get my internet service fixed and before a tech will even come out to my house to fix the problems I have to pay them $125.00. Then when our bill comes in I have to pay for service I have not been able to use plus the connection fee and any other charges they want to tack onto my bill. This company is a total rip off. What ever happened to making customers happy with the products your company provides? It is not like I made my cat knock over my modem. Why should I have to pay for something that was out of my hands in the first place? I will not do it and I will be posting my story on every website that I can and the BBB to let them know what kinds of businesses are out here. I hope that the CEO of this Hughes net company reads this and maybe sees the light on how wrong they are doing their customers. If you are reading this, I hope you live living in hell cause that is what I am going to make your life into, a living hell.

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7:01 pm EST

Hughes internet and phone service

I'm new customer, (less then 1 month). Just moved to Maryland. When I called about electrical service, (power) I was transferred to agents from companies trying to get me to buy their services. One of these services was Hughes-net communications. I didn't know any better so I agreed to use their service. They promised service was best in area and would guarantee product/service. A technician came out around October 20. I told him where I wanted the wire to come thru the house. This didn't happen. He drilled in thru the molding. I again told him I didn't want it there. His excuse was that only place he could enter home and would cover access hold with caulk. I wasn't happy but did agree to it. Technician installed internet and phone line. I advised him I was going to purchase a phone. He said I could use any of the inside phone jacks. I purchased phone and tried to use jacks. None of them worked. I called company and was told I had to use their phone box. Agin no not what I was told. I started to have dropped phone calls as well as internet issues. An agent told me that I couldn't use any of my other phone extensions because I was to far away from phone base. That's crazy. As far as internet issues, the system seemed to be working fine. I would have to address internet issue when it goes down. I was told to document when service goes down. System kept going down, coming up, and going down again. I called company and was told system was working fine. I spoke to an agent, (Carlos) and stated since haven't been with company (less than 45days), I could cancel my account without any penalty. Again he assured me they would fix problems. Over weekend internet crashed for over 1 hour. I called company on Monday to cancel and was told I couldn't without paying a cancellation fee of $400.00. A supervisor, (Alex) said no way out of contract with paying fee. I asked about my problems with internet and was told they were working on the issues. Again, I'm unhappy with Hughes-net communications service. I've been promised service but have received nothing but headache and trouble. I have no other recourse but to register a formal complaint.

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3:24 pm EST
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Hughes representative

My fiancé called Hughes Net and they were extremely rude to him! They were trying to rush him threw and just wanted his credit card number without fully explaining everything to him.. They made smart remarks and my fiancé was extremely upset with the whole thing.. He hung up needless to say I'm not recommending Hughes Net work to any one and I am filing a complaint with the BBB!

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12:20 pm EST

Hughes internet service provider

I signed up for the Hughes.net service for 2 years. At the end of that 2years, I tried to cancel. I was told over 3 times that I could cancel in May 2017. When I called in May, I was told I could not cancel until August 2017 but they'd be happy to drop my bill down some.

I called in August and it took me over an hour for them to accept my cancellation. I had to argue over and over and FINALLY got them to process the cancellation. I was told that I would be receiving a return kit to return 3 pieces of equipment.

On Sept 15 I had yet to receive the pckge. I chatted online with a rep who stated the cancellation has just been processed on 9/13 and the pckge would be sent shortly.

On Oct 15th I called in - explaining I had yet to rec the pckge. Today, 11/13 they have taken $324 out of my account, unauthorized, for equipment that I have not returned because I have not been given the opportunity to return it.

Today - I have talked to Oriana, Aj and finally after asking over 11 times, a supervisor Jenny who finally gave me tracking # that shows they delivered the pckge to the wrong address not even in the city I live in.

This was shipped on 9/13 - but the previous two reps didn't tell me this, rather told me the package had NOT been shipped. Everytime I communicate with the company - I get a different version of what has happened.

All of the reps I have talked to today Refuse to refund my $ which is causing overdrafts and my mortgage pymt to not clear. States they can send another return kit and refund my money in 14 business days. I am a single mother of 3, now overdrawn, cant pay my mortgage, feed my kids and will have hundreds of dollars in NSF fees over a mistake that is not my own, when I have diligently tried and tried to follow up.

Supervisor Jennifer YELLED at me and basically told me that it was my fault and that I was lying. Over talked me, called me a liar, when I have the print out from UPS stating it was delivered to the wrong address, not even in my city. Refuses to over night another package, Although Oraina stated to me this morning she could overnight another return packge to me, Jennifer the supervisor says they can not.

Jennifer tried to tell me my address has changed, but I have lived in the same location over three years and the length of this horrible experience. Once again, calling me a liar.

Considering the error is on their part, and that I get a different story every time I call, I do not have much faith this will happen. This is a scam, even Jenny the supervisor said to me that she answers these kinds of calls all day. There is a website, https://community.hughesnet.com/t5/myAccount-and-Billing/bd-p/AccountandBilling, full of the same type of complaints.

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6:58 am EST
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Hughes poor internet/customer service

I ordered internet service 2 months ago. I have not had service working more than 10 days in that 2 months. I have called repeated times and have had 4 service calls and internet still not working. I called to cancel my service and Hughesnet still says I am in a contract for 2 years and will charge me the early cancellation fee. I explained to them I am not receiving internet how can they keep me in a contract when they are not providing a service. This company has the idea I need to keep calling daily, at 1.5 hrs on the phone at a time, to report my services not working, and take off wk at least once a week to meet tech to fix meet the tech to fix srv. Totally unreasonable. I canceled service anyway, the headache of there service stinks. They charged me early cancellation fee by nights end, wish they could fix my service that fast. I will dispute charges and fight them, but have a feeling it will b a long crappy battle. They ripped me off for 2 months service at $145 And now $ 416 cancellation fee. Company is a total rip off and would never recommend them. Wish me luck in my battle. I pray no one else signs up for this nightmare

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12:23 pm EST
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Hughes customer service/ billing

I have been calling Hughes Net for the past five months since June 1, 2017 to cancel my service. I have been charged every month since that time. I did not authorize these payments as the service should have been cancelled. I called again today on November 9, 2017 and was told I had never called and that I would not be refunded. I had to ask to speak with a supervisor three different times before I was allowed to do so. The supervisor that I finally was allowed to talk to Rudy Fernandez was rude, disrespectful and not helpful. This is unacceptable. I have been a good customer for over two years, I never missed a payment and never had any other issues beyond the speed of the internet. I cancelled the service because higher speed, fast internet service came into my area. I should be refunded the 306.30.

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9:50 pm EST
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Hughes upload and downloads

I have been testing my speeds since I got the Gen. 5 . As per requested I use testmy.net. My speeds are always different as expected but they are always lower then should be ! My downloads vary from 1.1 mbs to 44 mbs - my uploads range from 115 kbs to 2.1 mbs ! One day they are live able and the next slower then when I was years ago on a phone line connection ! Tech. Support has told me MANY times so far that they are working on this problem. This month they gave me free Internet ! I don't want free Internet ! I NEED at least 80% of my 25mbs upload and 80% of my 3mbs upload. The problem seems to be getting worse by the month! Is there a glitch with the Gen. 5 ? Or is this something else ! Would love to hear from you . KEN

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10:45 pm EDT

Hughes billing department

This is jason wright and i spoke to a representitive a few days ago about paying a partial amount on my bill and then i could pay the rest in a few more days and the agent said that was fine and they would turn my service back on but they lied because i checked my service and it was still off ..I called them back and asked to speak to supervisor and they said no we cant help you even though the agent give you the wrong information..This is a sorry excuse for an internet service and i will not ever use them again or recommend them, ..Its pathetic

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6:33 pm EDT

Hughes internet

I was hooked up with Hugheset and Directv through a bundle package with AT&T, hugh mistake on my part. I'm still dealing with Directv and AT&T trying to resolve issues with them. I was supposed to be signed up for a $99.00 package deal but I was immediately hit with separate bills from Directv and Hughesnet that that totaled $145.70. I've spent the past four months trying to convince Hughesnet to honor the agreement but without results. I finally terminated my service today even though I was hit with a $338 termination fee. I spent hours on the phone trying to resolve the problems I have had with their customer support but believe me they have no sympathy at all for anyone's situation.

Choose another service is my advice!

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4:08 pm EDT

Hughes not honoring contract they made with us.

When hughesnet and att merged att offered a package deal of television and internet for $51.87my wife an I signed up with a two year contract. after the first year hughesnet att jacked up the price to $91.87.
I called and challenged the price increase and after some extended arguing and finally telling them to cancel my contract hughesnet att relented and honored the contract price.
after 2 years the price went back up to $91.87 at which point I again called and negotiated another discount which got price back down to $51.87 for an additional year. for one month the new price was honored. then for 2 months the price went up $10.00 to $61.87 and in aug 2017 the price went back to $91.87.
Again I called to challenge the increase and hughesnet att refused to even acknowledge the new one year contract ever occurred
in short it appears att hughesnet runs a systematic scam to raise prices inspite of their contract in hopes people will not demand the contract prices are honored.

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Matt Feldman
, US
Oct 29, 2017 6:14 pm EDT

HughesNet has not merged with AT&T... This entire posts sounds like bologna... A quick Google inquiry indicates that HughesNet is owned by EchoStar, a competitor to AT&T...

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L
2:25 pm EDT

Hughes satellite dish install

I was horrified to see that this company drilled a huge hole right through the side of my house. This hole went through my siding and into the wall of a bedroom. This is a rental of mine at 1714 walnut st ...dakota city ne 68731.. They did not have my permission to do this

They also attached the dish so tight it tore off plywood from the deck when I took it off. There was close to $400.00 damage to the house that I expect compensated for

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Shaun R.
, US
Oct 21, 2017 2:28 pm EDT

I'd think any compensation would have to come through your renter.

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5:31 pm EDT

Hughes satellite service

I bought into Hughes with the promise 20 Gig was plenty for a small family. That was a lie. It lasted two weeks and I have been writing them from my computer everyday with no response. always a Supervisor to return my call and not once did I ever get a Call. Most are foreign and give you crap. One sent me a nasty email about my roof and siding and wished me good luck. That's not a good way to run a Business. I want that worthless crap off my roof and my roof repaired from the lag bolts and my siding replaced from the wires ran through. I wasn't told my phones couldn't be rehooked up and lost my fax. This was all hidden till they get you hooked. Now they say 620.00 to get out of Hughes Net. I have cut your ability off to auto collect from my account because I have been deceived and severely lied to. My home damaged and a promise of a Supervisor call everyday for two weeks and none has called. I just want you to remove your Equipment and walk away . I have filed with BBB Consumer Affairs and Rip off. Now I will work on the thousands I have on Twitter and Facebook, You cant tell some one your getting a good deal for a small family when its not. Your Tech had the balls to tell me to unplug it. He was in India or some foreign Country and didn't know what he was talking about just like your installer. That guy couldn't answer any of my questions. I gave him all zeros on his Survey. Id find people who are knowledgeable to install your equipment. I would appreciate a follow up from you and telling me why you think I owe 620.00 for something you promised and it didn't happen! I want out of this so called agreement or I will wait and then in two years you will fix my home. I didn't tell the tech to put the antenna on my roof. He did it because I wasn't near him and his gruff attitude . Please respond. I'm sure I have left out several things I am upset about. Your techs. said they made several attempts to contact me but my phone didn't work. Well they gave me a new phone number and I had to correct them on that and still haven't herd a thing but nasty emails. I've saved them all.
Michael Manlove
550 Newman Dr.
New Concord, Kentucky, 42076
[protected]@hotmail.com
[protected]

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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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- 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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Phone numbers

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Website

www.hughesnet.com

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