Hughes
reviews and complaints

September 13, 2018
Dear Hughesnet.com
I am hoping to resolve my issues with you IP services
Username: [protected]@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: [protected]@gmail.com

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

2 months ago, I got a service, since beginning the quality of the signal it bad, event a clear sky and disconnected all my equipments from the network and siting next to módem. I been working with there customer support every try out thing on my own to solve, the only alternative they provided was swapped the modem and fail. Now they not let me escalate the problem, they want me to pay $400 of the early termination fee to solve the issue.

When I signed up it was through a sister company that works with HughesNet. I told the man I live on a fixed income an he found a promotion that would provide me internet and phone for $80 monthly. First month in my bill was $107.48. When I called to complain I was told that was the price and it was going to cost me $500 to cancel the service.

How come they can get away with breech of contract for not delivering what they promise. When I want to cancel due to the agreed terms were Not upheld $80.00 monthly. I am held liable for charges to cancel service for which they did not deliver. When I agreed to HughesNet is was all verbal how can they deceive the public like this?

I just recently moved to a rural area and had read reviews about HughesNet but it was the only internet I could get. So I bought the equipment (450) and paid the installation fee (250) and bit my tongue praying it would all be ok. Not a chance, got the service Aug 27, 2018 and the first month was just fine.. of course because I find out that the first month they don't give you any problems.. then BAM the first billing cycle hits and I'm out of data in 4 days. I call and they say that if you have any of your devices connected to WiFi it eats up data. Righttt.. I've been at 0% data not since Oct 1. I can't work from home, thank God I have my ATT Iphone to use for everything, but it works better than the internet at only 1 bar! I contacted HughesNet several times asking about cancelation and wanting to skip the 400 cancelation fee. They won't. I'm ready to fight this! I'm on board!

This is a SCAM, and Dish Network is promoting it as being their Internet Service. But have a complaint and contact Dish and they will say they have nothing to do with them... I had DISH employer install Hughes Net, and have never been so dissatisfied with a service...I had it for not quite 2 months...My husbands job depends on sending reports through the internet, and we would sit for hours waiting for the service...then when I said it wasn't working for us, they said they would disconnect me, but I would be charged the 400. for the contract of 2 years of service that I signed with them. Why would I want their service if It was unavailable for use...I even up'd my service contract with them to the highest megabits that they supply, that also cost more, and was still not enough for my household. Now they sent me a box to return all their equipment, and if not returned with in 21 days of the last bill, I will be charged another 300. The FCC needs to have a little more insight into bogus companies such as Hughes Net. When I called Dish to complain on this matter they said they have nothing to do with it and to contact Hughes Net. REALLY?

on 8/8/18 I contacted Hughes Net to let them know that my internet was not working, I was not able to stream even YouTube and they did some technical support to see if they could fix it; they asked me to try it for a few weeks and call back if there was still an issue. On 9/4 I called back again as I was having the same issues and the tech on the phone tried some tech support again to fix the issue. Both phone calls on 8/4 and 9/4 the tech told me everything was working and I had to resolution. On 9/4 when I spoke to the tech/csr I was told to try it for a few more weeks; at this time I asked if I was getting the same results if I could cancel my contract with no fees; I was told by the tech/csr that if the issue did not resolve that I could call back and cancel my contract without any fees and return my equipment. When I called today 10/3/18 the csr/tech asked me to go through all the testing again after I explained that I was just calling to cancel service and that I was told I would not be changed a termination fee. The csr/tech made me go through the 'testing' and would not cancel or credit me as he stated that 'was a solution' and that because of this 'solution' I would be charged a termination fee. This solution was to have a tech come to my home and replace equipment which should have been offered to me the first two times I called but was not. This call today was to cancel my service; after speaking with the csr/tech I also spoke to a supervisor named Pito who canceled my service and is sending me a box to ship the items back but would not waive my termination fee; nor did he take payment for the balance of the current bill of $61.55.

I want the termination fee of $400.00 waived as I feel that I did what I was asked, though I wanted to disconnect on 9/4. Had they canceled my subscription on 9/4 I would have fallen within your terms and conditions and not been charged (though I was promised I would not be).

HughesNet Service Terms and Conditions

LEGAL TERMS AND CONDITIONS FOR CUSTOMERS WHO SUBSCRIBED TO HUGHESNET BETWEEN 03-15-10 AND 09-01-14

The following terms and conditions are valid for residential HughesNet services activated between March 15, 2010 and September 1, 2014

General Terms

HughesNet® service is available in the contiguous U.S. with an unobstructed view of the southern sky, and its usage is subject to the Fair Access Policy. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than speed indicated during peak hours.

Listed speeds are available only through Hughes' newest satellite. The majority of subscribers will have access to these faster speeds. However, approximately 3% of customer locations will have trees or other obstacles that block the signal from the satellite to the home. For these customers, Hughes can offer slightly slower Internet access via another satellite with download speeds up to 700 Kbps, 1.0 Mbps, and 1.5 Mbps; and upload speeds up to 128 Kbps, 200 Kbps, and 200 Kbps for Home, Pro, and ProPlus service plans, respectively.

Professional installation is required. Monthly service fees apply. Sales, use, and personal property taxes are related surcharges and are not included.

Equipment:

You specifically agree that any Equipment provided to you may be new or refurbished as new. Any refurbished Equipment will have the same warranty as new Equipment. If you purchase your Equipment from Hughes, and the Equipment installed at your location is refurbished, in consideration of our provision of such refurbished Equipment, we will provide you with a $25 credit on your first Service invoice.

If you lease Equipment from Hughes, the modem, power supply, and radio (outdoor transmitter) remain the property of Hughes and shall not be deemed fixtures or part of your realty. You shall have no right to pledge, sell, mortgage, otherwise encumber, give away, remove, relocate, alter or tamper with the Equipment (or any notice of our ownership thereon) at any time. Any reinstallation, return, or change in the location of the Equipment shall be performed by us at our service rates in effect at the time of such service. You are responsible for preventing the loss or destruction of leased Equipment and we recommend that your Equipment be covered by your homeowner's, renter's or other insurance policy.

Service Commitment:

HughesNet Service Plans require a minimum service commitment of 24 months. If you terminate service prior to the expiration of the commitment, you will owe and, your credit or debit card will be charged, the Early Termination Fees and/or Unreturned Equipment Fees as described below.

Early Termination: Purchase Option (equipment and standard installation purchased upfront)

If you cancel your order before installation, you will not be charged.

If you cancel within 30 days of activation:

No service termination fees charged. Note: You will not be refunded for installation charges or other fees.

Please credit the early termination fee within 30 days or I will be filing a complaint with the BBB and other regulatory agencies.

Account # dss36585942

Rosemary McDonald

When my husband signed us on with Hughes Net, he explained to them that we needed something that worked for our family. We watch Netflix, our boys play PS4 and I play online MMORPGs. She said that thier service would work with all that. Boy were we highly lied to. They charge way too much for garbage internet. Netflix will sit there and load for a few minutes, play a few minutes, then buffer every 5 minutes or so. I get disconnected from my games pretty regularly if I can log on at all. Our boys get frustrated cause they lag out constantly. How is this company even still alive? Not at all as it's advertised. This service would be ok for someone that checks thier email or just surfs the web only. For anything else, it's worthless.

I cancelled my HughesNet service a couple weeks ago as I was having trouble working from home using VPN. I've had HughesNet over 2 years, but was still charged a cancellation fee of $80 because at one point during that 2 years, I upgraded to the Gen 5 Modem, which in the end was a waste of money cause it did nothing for me but cost more $. Rudest customer service ever encountered when I finally got through on the phone to cancel, I was on hold for over 15 minutes. Once the representative got on, I told him right off the bat that I did not want this to be a long, drawn out process. 5 minutes in, he wanted to try some solutions for my VPN. I told him again, I don't have the time for this right now, please just cancel my service. He informed me it had only been 5 minutes. Errr! Then he told me about the $80 charge, that was BS. Then he informed me that a kit would come in the mail to send back the modem and the transponder off the dish. When I asked him if that was all included in the instructions, he said yes, doesn't look too hard. He doesn't know my situation. Me getting on the roof, disconnecting the transponder, I could be a senior citizen or disabled, that would not be easy for me. I'm sorry, that was very rude. I've kissed that $80 goodbye, but wanted to file this complaint because I will never be a customer of HughesNet again.

We have had nothing but problems with our HughesNet since we started living in our house full time, 6 weeks after installation. Of course, since we did not know the service was going to be bad within the first 30 days, we are now stuck in a contract and forced to change our lifestyle because we use our available 20GB in less than 1 week. During the short time that we have full speed, we still have issues with videos and websites loading. I am not available to sit on the phone for them to "trouble shoot" for hours each time we have issues, nor was I aware that I needed to call every time we have issues for them to believe me. The only solution provided was to upgrade us to 30GB for the same price as 20GB, but after 1 day of being home with my sick son and streaming Netflix we apparently used 16 GB and are now out of data for the month so have been reduced to the slower speed for the remaining 25 days of our billing cycle. It is absolutely terrible customer service to make someone believe a certain plan will be sufficient, lock them into a service that is not sufficient for them, with the only option to get out being to pay hundreds of dollars. The manager I spoke with this evening had an argumentative tone with me the moment she picked up the line and did nothing but interrupt me and blame me for knowing what I was getting into and what the contract stated and the best she could do was drop my cancellation fee by $155. That is simply not an acceptable way to treat customers.

Terrible connection speed & internet is always slow. As a HughesNet customer, I'm very unhappy with the service that I'm paying for. The internet doesn't work half the time. I have called several times & the problem has yet been resolved. I have been disconnected several times & was assured that someone would be calling me back. As of today, that hasn't happened. This is unacceptable & poor customer service. There has been poor support & poor communication from the customer service.

Your assistance in this matter will be greatly appreciated.

Sincerely,
Sandra Brown

I am totally displeased with the Gen 5 that was told to me by HughesNet representative. I can not watch YouTube, it has to be set at 144p to get download. Facebook videos will not load and have to stop watching it. All in all it sucks to pay for something that doesn't meet or exceed your expectations. I've only had HughesNet for 12 days and want to get rid of it.

I am requesting to cancel my service that was placed less than 24hours ago and they are giving me the run around. I did every test they wanted me to do, and now they want me to wait 2-3 business days so there team can look more into depth of why we have such slow internet, tv is pixelated, download time is prolonged... Just cancel my service! It's not been 24hrs...seriously.

I used HughesNet over three years, even paying a vacation fee while we built a home and wasn't using their internet so I could stay in my contract. Then when we started up, they changed me from Gen4 to Gen5 without explaining that I was signing up for a new contract. Service was suppose to be faster which it wasn't, pure gimmick. Upload especially was awful. Choose another internet provider where you'll be served better. I'm glad I'm out if their unethical company.

Performance issues reported by me and unresolved by service technician who told us that other customers were complaining about the same problems and that the company was selling services that they could not support in our area. I called to cancel our service on AUGUST 6, 2018 and requested a refund of all service fees that we had paid since February 2018, approximately $300. As a professional counselor, I told the company that I needed internet service to support Skype sessions to support my clients and was assured by Hughes Network that I would be able to Skype with my clients. At times, I could not start the or maintain the Skype sessions with unstable internet signal. When I called to cancel my service for poor performance, I requested a refund of all previous payment and company agreed to waive early termination fees in settlement. Charges continued to be billed and company claims I reactivated service in a call to them on August 15. I did call HughesNet on August 15 but did not activate my internet service. At that time, We had already physically removed HughesNet equipment and had Viasat internet operating in our home. I have spend hours on the phone with their customer service people and want the nightmare to end.

At this point, I will not pay the company any amount and want the company to send me a letter acknowledging closure of my account.

Carla Ferguson
[protected]
[protected]
[protected]@msn.com

HughesNet Account # DSS [protected]

I had Hughesnet installed for 3 months. During that 3 months I had nothing but dropped calls and extremely alot internet. I would even be disconnected calling yoir own company. Imagine the aggravation of being on a long hold, being disconnected having to call back and being put back in que
Your system would show TWO people using 20G + of internet during prime time and 50G + during our sleeping times of 2am to 8am, which is impossible
I was threatened with my early cancellation fees to the point my blood pressure actually started rising.
Three months is more than fair time for you to fix your problem, especially considering a technician was never even sent out. Find another customer that will give you that long.
I will make a customer remark about your service if anything is reported to the credit bureaus

Was in contact with a person a while back. Did a test and was told the speeds are right. When I compare what my upload and down load speeds are they are really poor compaired to other providers. Was just given a 20 dollar price increase. Now advanced notice and no difference in service why, why, why.
Was told several months back when talked to someone over the phone that we would get a 20 dollar rate reduction for three months. Got none at all stayed at 70 dollars all the time. Now all of a sudden it is 90 dollars why, why?

We have not had them long it is a pain in the butt I cannot get on internet I have contacted them numerous times they won't send me a paper bill they told me I would pay $5 extra a month I get in paper I was never informed us it was false advertising and I can't get on internet and it's aggravating we can't get Pandora I can't get my email and I can't get any help

I signed up for HughesNet because we are in a rural area with little other options. The GB plan is too small and WAY too slow for my business and my personal use. I told them that and said because they do not have another larger data option plan that I need to cancel the services because the slow, small data plan was not what they promised. Now they are trying to charge me $610 to cancel a service they can't actually provide. And they are charging me for equipment for which I have already paid. They are scammers and this company should be shut down.

Horrible customer service, horrible plan. Just horrible. From the get go it was bad should have known. Couldn't get service tech to install that was a fiasco. Then once installed it didn't work, trouble getting tech back out there. Then started working but bad connection ALL the time. Was told needed to pay for more... ugh. Then when moving I called to end service and was told I was in a contract, which was no where in my info, was told had to pay for tech to come get and early cancel fee. Was treated rudely with every call. No compromise, no care for customer retention at all. Now my account is on suspension but they still charged me... *^%$$^&*%$@#@, REDICOULOUS.

I just 3 hrs on the phone with Hughes Net. Talked 5 different people. Went through all tests with both tech departments. I was told it was my TV on my end. I have been with comcast, direct TV, att, and dish internet services and gave never had a problem with TVs or modems being to far away. Come to find out that Hughes Net only covers 25 feet. When the tech came to install, he never stated that there would be an issue with modem being 30 ft away. I was told by the supervisor, Henry Rash, that I had 2 options...to either buy a booster or pay $130 for a tech to come back out to reinstall. He repeatedly talked over me and told me there was no issue with your equipment and that those were my only options. I told him I wanted to speak to his manager and he refused to give me a name or number to call and that he could not further help me. I told him this was bad business. The main issue was the modem and distance. I believe he was highly unprofessional with his so called quality of consumer service. Both in refusing to direct me to someone above him or any helpful resolution. After he disconnected our conversation because he wanted to talk over me, I called the billing department. Mary Lopez helped me and actually came to a resolution and I will get a call back in a couple of weeks to see how everthing is working. Great recovery! However, I am making a formal complaint on Henry Rash, who is a supervisor for your company. Talking over someone, telling a customer that they need to pay, and knowing that I am stuck in a 2 yr contract from an issue that should have been addressed, when tech installed modem, is highly unprofessional and bad business. I suggest he learn more management skills when dealing with customer issues. I am highly dissatisfied with the way he handled things and he should be reprimanded for it. This was bad business period