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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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T
3:28 pm EST

Hughes internet & customer service

I tried multiple times to speak with someone at hughesnet who cares about what's being sold to customers. The sales person basically ‘sold' me a bill of goods. They told me that my internet service would improve (over centurylink) and had me sign a contract after going through a thorough discussion of where I lived and how much I depended upon the wireless service (pool system, alarm system, laptops, iphones, tv, etc.) I was very clear about my needs and was assured it would be better.
It was a 2 year contract so I really drilled the guy who insisted it would be much better than what I currently had.

Immediately upon installation my service was barely working, and only 40% of the time after that, nearly half of the time it didn't work at all. I was not living at the home full time, so time between calls were somewhat long, but I had people living in my house and constantly complaining. When I moved in full time several months ago, I realized how much worse the service was and kept calling to ask for a solution.
I then was told by a technician that I had too many items (7) on the wireless system and it would never work. I couldn't believe what I was hearing. So none of what I was told was true as the people that I spoke to when I bought the new service knew everything I had in detail. Then, the guy that came out to install it also knew, and no one said a word until after I had signed the contract.

I continued to call and cancel the service and was told one thing after another to try to trick me into thinking it would work. Well it never improved - not ever. Then, I was told that I had to pay nearly 2 thousand dollars to get out of the contract. Eventually they brought it down to be $1200. I still said no, that I was sold this service under false pretenses.

Finally, the last guy I spoke to told me if I paid $220.00 and returned the hughesnet box (of which they'd send a return box) they would stop the service and not bill me anymore. I paid it that day! But then, I received the last bill in november for $652.20, before I even received the packaging of which I was to use to mail the hughesnet box.

On top of receiving a bill for $652.20 I was now not only asked to send the inside box back but now they want me to climb on the roof with wire cutters and remove their radio equipment? It not only took almost 2 months to receive the packaging but also to climb up on my roof and pay $652.20 of which was absolutely not disclosed by the representative at hughesnet. I will not pay it. I was scammed not once, but twice now that i'm being held hostage until I send the radio? You can send a representative out and get your radio any time you want. But I have paid the bill as agreed and I am returning your equipment today.

Then, to add insult to injury, they sent me to collections.

Update - 1/17/19 - I have been told that they would not charge me to send someone out to get the radio from the roof. And, they would take an additional $220 off my account. Once they receive the equipment (which I have to send them) they will take $300 off my account and I will owe $132.20. I will pay that amount and be done with this if this is the truth this time.

Thank you for your time.

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5:30 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hughes cancellation fees

This is the worst company I've ever signed up with i had hughs net for internet then moved tried to transfer service when techs came out they said i needed a ground wire and i wasn't in the position to do this so i had to cancel due to not being able to get internet i was charged 340 dollars after being with tgem 18 months only had 6 months left in contract and on top of that ti return now im told i have to send back a radio transport that is installed on the satellite dish i was never told i had to do that so this would require me to go hack to the home i sold climb on the roof and tdy to get this piece and if i didnt send this i would be charged additional 300 for fees so a total of 640 they are a rip off need to be shut down i will never use this company ever again and will make sure non of my friends or family does either.

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NanGail
, US
Oct 15, 2019 9:53 am EDT

I recently moved from one house to another. I have had Hughes net and no problems at the old address. They said I would be able to get Hughes net at my new address. The installer came out and said he hooked me up ... my lights were all there to get service but when I went on the computer nothing was coming on. He said he could do no more and left. Talked with the company about cancelling and they said I was in until the 19th of the month. No service but still a charge. That’s how they do standard cancellation. U cannot just ask to cancel. Their business operates that way for 10 years. Get on Facebook and flood your issues about them... they are very dishonest and will rip u off anyway they can.

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12:35 pm EST

Hughes everything from billing to service and everything in between

So wish I had listened to my Uncle who said this was the sorriest excuse for Internet but as far as I knew it was the ONLY internet offered where I moved. I pay my bill every two weeks as I get paid through my debit card, you don't get anything in writing from this company, no bill etc ! Well today a week before I get paid they debited my account the whole $102 bill, I had $95 in account. Bills bouncing everywhere, my overpriced sorry excuse for Internet is now costing me over $250 and to cancel just the phone they will charge me $140, cancel internet $240, cancel all of it $420, they have my debit card what can I do?!? DON'T USE HUGHES!

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6:17 pm EST

Hughes wifi service

Signed up for their 2 yr deal and was as told the service was better than our current one. Come to find out it isn't and we cannot work from home on our VPN because the service is to slow and just horrible. I do not recommend this service to anyone. Their customer service is a joke, rude and they are not willing to work with you. Beware of this company and go elsewhere!

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11:59 am EST

Hughes internet and phone

We contacted HughesNet to order internet and phone. Tech came out SAME DAY to install services. We had service interruptions any time it got cloudy. Contacted tech support, and they "magically" resolved the issue. On out NEXT OUTAGE, after working with Tech Support, was told it would be several weeks before tyhey could come to the house.

NO INTERNET or PHONE for two weeks, but same day installation is available.

After indication that the delay was not acceptable, I was basically told, thats just the way it is...

I informed the "representative" that I wanted to terminate services, as they have breached their obligation to me. I asked to be transfered to a Supervisor, and was told "on their recorded line" that the Supervisor would give me the same information, , , , and he would not bother the supervisor with this petty issue.

I informed the rep that I wanted their tech out to remove our dish, repair the roof (claimed they had NO under-mount dishes) and pick up their equipment. They sent a box, and instructions for returning the hardware. NOT GONNA HAPPEN.

I demand that HughesNet repair my roof, remove all hardware.

PERIOD

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1:42 pm EST

Hughes purchase information

We called Hughes.net to get an approximate quote on switching to Hughes.net. We saw the special that is offered until 01/02/19 for $39.99. All we wanted to know was what the total monthly bill would be, including the lease of the equipment and taxes. The Customer Service rep seemed friendly but said she could not give us any of the above information until a credit check was done. Giving out financial information should not be required until a person or persons decide to purchase a product or subscribe to a service. How can we just get an estimate for the actual cost per month? I already have another internet service but may wish to change to Hughes.
Thank you for any assistance,
Betty Smith
103 Winchester Pass, Fort Davis, TX 79734
[protected]

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10:19 pm EST

Hughes internet service

I haven't been a customer of hughesnet for very long. But for them to charging over $130 for just 50gbs per month, its highway robbery.
They refresh the 50 gbs once a month, but at the same time, they give you an additional 50 gbs every night between the hours of 2 am and 8 am for free. Who in their right mind is awake at those hours, unless you work the night shift of course, which I'm sure a lot of us dont.
For the amount I'm paying, I should be getting unlimited internet access every month, no matter what time of day it is.

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1:14 pm EST

Hughes internet speed

I had hughesnet installed 12/17 and it has been horrible speed is slow and cannot stream without buffering. I have called numberous times twice a day and have been told a technician would call. This has not happened. When I signed up for this service I was assured there would not be any issues streaming. Using a phone or laptop to access the internet is also incredibly slow. I will be filing a complaint with the bbb by the end of the week! The latest case number is [protected]. The technician should have made sure the service was working properly that didn't happen either!

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10:39 am EST

Hughes unauthorized payment

Just like the many MANY other customers, HughesNet also took an unauthorized payment from me. I canceled the very slow and terrible service when a serviceman came out to see what was wrong with my equipmentment and told me HughesNet does not work well for streaming Netflix. I told him that's all I wanted it for, I was misinformed and take the equipment because I don't want service. He told me that he would put in my cancellation but they would mail a box for equipment. Almost 2 months later I received a box in the mail and the next day HughesNet took $408 out of my checking account without my permission. I never said ok to automatic payments. I never do with any of my bills. I was NEVER told that I was agreeing to automatic payments upfront and that I had to call later to request a paper bill. I heard that for the first time today on the phone with HughesNet, months after I'd started service. That's their scam. And $408?! They said it was "tokens". I had to google what a token even was! I never called and ordered tokens, they told me I did it from my account online, but I've never even used my account online! It's a scam and it's sad. I am a single mom with 4 little boys, I worked so hard to save that money to buy them Christmas gifts and the exact same day I had money put in my account, HughesNet took it out! 10 days before Christmas! I talked to 4 different people on the phone. Got no where. I was waiting for my final bill to come in the mail and planned to pay for it with a different card, not my kids Christmas money! I still never got a bill in the mail! I hope HughesNet is happy that they stole Christmas from 4 little boys. They could've at least waited a couple weeks to steal my money! That would've sat better with me than doing it with my kids Christmas money!
I'm disgusted with HughesNet for taking money out of my account without ever asking my permission and I'm disgusted after reading how many other people this has happened to. I will be sure to post this on several different sites so that hopefully others don't get screwed over the way I did.

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6:50 pm EST

Hughes damage to roof from installation

HughesNet installer damaged my roof by dropping DISH on my roof November 9, 2018.
I contacted Hughes net regarding the damage and was told my case was escalated and that someone would contact me .
November 29, 2018 I received a call from HughesNet asking me questions about the damage also asked for pictures to be emailed which I Sent same day.
Shortly after the installation on 11/09/2018 my Internet went completely out for over a week .
I called HughesNet and was told my DISH no was no longer in line and needed to I have installer back out to reline the dish
I told the representative I was not happy due to the damage from the previous installation and did not want to use the company they send out because nobody's fixing my roof .
I was told I had no choice and needed to use the company .
So yet another installer came out on 11/27/2018 and told me the dish was damaged and he had to bend it back in shape in order to receive signal .
I explained to him the previous installer dropped it on my roof and he could see the damaged it caused on the DISH and my roof
Now HughesNet won't return my calls
Roof is leaking and it's winter !
My case has been escalated nine times .
It seems to be a stall tactic?
Case number [protected]

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9:49 pm EST

Hughes internet service

Speed test said i was 98% slower than the rest of the country. Tech said no problem and tried to rope me into a 2 year " upgrade " at a cheaper price. ?
Asked for a tech to come to the house and was routed to a no answer phone line.
Have been a customer for many years. Maybe Comcast can help, because this carrier surely can't.
Funny thing is when my data is gone everything runs faster. Scam and Hughesnet are sounding more and more synonyms.

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6:11 pm EST

Hughes service

I went through Direct Tv for a bundle package better than what I had. Keep in mind I had digital service and I asked specific questions. I was told that this service will be better hands down. The technician for the WiFi came a day early and we noticed as soon as he hooked it up it didn't work at all. I told technician to take the equipment with him because nothing was working. I already had WiFi that was unlimited from Spectrum still installed so I knew the difference immediately! It was like dial up. I called to cancelled service before technician left the yard. They told me I would have a full refund by Monday the service was installed on Saturday. Needless to say it's about to be the second Monday with no refund. I'm very upset and have consulywith a lawyer on the grounds of false advertisement. Hughes is a horrible service to have when you live in the woods. However, they were aware before they took my money. I want my money back now! I will post in social media if no response within three days. I'm tired of the wait!
Signed, Disappointed
Toshika Spratley Williams
5337 Tillery Lane
Smithfield, VA 23430
Ph# [protected]

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Deep13
, US
Dec 19, 2018 3:26 pm EST

Check attorney consultation at www.armedadvocacy.com

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J
12:05 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Hughes hughes internet service/ lack of!

I've had HughesNet Internet Services this year starting at $60 per month.
The service lasted for the first week of every month. Or about 4 days.
Then no service!
They continued to ask for more money.
My payments have grown, month after month to $130 .
The customer service rep was so rude he didn't care one bit my service wasn't working.
He just wanted more money?
I canceled my service.
I'm hiring an attorney.
This company is comprised of crooks!
Can anyone suggest an atturney to use.
Jon
[protected]

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Deep13
, US
Dec 19, 2018 2:58 pm EST

Check attorney consultation at www.armedadvocacy.com

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C
10:19 am EST

Hughes internet service

I would like to know if anyone has successfully cancelled service w/ HughesNet... I will be calling soon to try again since per my last complaint form they gave me a big run around the 1st time I tried talking about all these fees I would owe... & somehow they used my last cable/internet line to connect there service & has blocked it so no other company can use it (not even the original company) HughesNet is the worst company ever, huge scammers & they guarantee no other provider can get access to your home.

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Catherine Meade
, US
Mar 08, 2019 2:02 pm EST

Watch them. They did not live up to their agreement, I had 3 weeks of no internet out of 6 weeks
No Router for two and 1 that it didn't work half the time. They broke our agreement and I changed internet to a much faster local company that is trustable. Then on March 4, they took out $385.00 out of my account. They will not return it! They say it's because I broke the contract when it was they that did. If you have them on auto pay, get them off before you cancel!

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C
2:05 pm EST

Hughes internet service

Yes! I am having the same issue w/ HughesNet, I tries to cancel almost 2wks ago because as you said that suck!, the entire yr I've had them I have had issues with the service, like not even being able to watch a 15sec video on my phone w/o it buffing 5 times, or if I try to stream a movie (that is less than 2hrs long) & it buffing 52 times & just shutting off 3times (& yes I counted it), I have tried to get this resolve 6 times in the past yr yet it never gets fixed, each time I have spoke w/someone they tell me it has been corrected but the sec I hang up it goes right back to the way it was, this last time I calld I wanted to cancel & got that BS that I signed up for a 24mth contract... OH NO I DIDNT! & I have every email & paper provided by Hughesnet & NONE of them state anything about 2yrs... I spoke w/a Sup that stated that it would be a $265.00 cancellation fee & the s&h fee for return of equipment, states they need to do everything under their trouble shooting before it could be cancelled, told him fine I would give it 1 more week for them to get it completely fixed, he stated it would take 24 hrs for it to reset & he would call me the following day every hr until he was able to speak w/me to go thru the trouble shot, I told him if it wasn't corrected this time it will be cancelled w/o ANY type of fees & he agreed... he never called (& thur will be 2wks) I received a survey on that call & gat bad rating yet still have not received a call... THIS [censored] WILL BE CANCELLED TONIGHT!

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12:17 am EST

Hughes Satellite does not work

I am a senior citizen, disabled vet, on a fixed income. I could of chose any company but I chose Hughenet. Two hours after installation I realized I made a big mistake. Internet was so slow it wouldn't load any Apps. The installer failed to install the router close to the TV, so I could not connect directly. Hours after install I called tech support, Paul from Brownsville Tx. He failed to follow up and lied to me. Called the next day talked to Christianson who told me that if I wanted a installer to come out I would have to pay for him out of my pocket. Im a customer for hours and this is how you treat me. I've been scammed. Shame on you, my next contact is the Attorney Generals Office for crrimes against the elderly.

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8:28 am EST

Hughes internet services

My phone has not worked since I changed internet providers. It has been working properly for years with the previous provider. I am not able to use my phone at home now. Please resolve! I can make calls but the person on the other end cannot hear me at all. Up until now I have never had a problem and this has been going on ever since I changed to HughesNet.

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9:33 am EST

Hughes service representative

I truly have no other options for internet in my location. I had to make a choice, given that I could not afford everything that I wanted. I chose internet and looked around and Hughes Net was my only simple option. I called and proceeded to go through the process and give my information. The rep, it seemed to me, spoke quite fast and munmbling it was hard to tell what exactly he was saying. Which is no problem. It's usual with "salesman" of the sort. I ran into a problem when he asked me the final question as to whether or not process my order and set the install in motion. I made the mistake of not hearing or understanding that the first months charge would be taken today. Some companies take out a small amount to check the payment card and the first month would be taken the following month, especially with a lot of these promotional offers. When I told him that I couldn't pay because the funds wouldn't be available today he basically told me I was lying and asked the real reason. Then told me he only told me 3 separate times. I had said to him that he was speaking fast and he rejected that and stated he spoke slowly and clearly. At one point he laughed out loud. I understand that if I misheard and misunderstood something. No problem, but for that rep to act and talk to me the way he did has made it clear in my head that I don't think I will need Hughes net. I read some of the complaint comments before I decided to compose this, and again a moderator named Amanda was awfully passive aggressive. Iv worked as a phone rep for Xbox. I get that customers aren't always right. Half of them maybe idiots, but at the end of the day, it's you who wants OUR money. That deserves respect at some level. Sean the rep isn't doing his job on a professional level. For that Hughes net will lose my minute business.

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2:35 pm EDT

Hughes internet speed and phone

Hughesnet is so slow and you are unable to play any games either on the computer or an IPad. Started in September and every month I have had to purchase tokens and am unable to play any of our games. We totally lost internet and phone a few weekends ago, no offer to comp for loss. I am getting tired of the slowness to the point that I am willing to pay to cancel them!

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3:16 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Hughes internet

My tv/internet bill was getting too high so I saw an offer combining Dish and Hughes net for a better price. When I ordered it I was told that it would meet my needs. ( I live on my own and believed my requirements were small). Since then I have had consistent performance problems and was unable to stream TV episodes or movies. I struggled more than a year and called a few times. Finally customer service admitted that they could not provide what I needed. I reverted to Spectrum and canceled Hughesnet. They immediately disconnected me and said I would be charged for remainder of the cycle - another 30 days and I am being charged a cancelation fee of $325.
This is entirely unacceptable and I dispute it for the following reasons:
- I was assured at the outset that performance would be fine. I was leery but the assurance made me comfortable. Clearly I have been misled. Hughes are duty bound to be honest about there product.
- only in the last month has customer service finally admitted that the product would not do the job. Why could they not have been honest at the beginning?
- now they want to penalize me with a cancelation fee for quitting a product that. By their own admission, could not do the job.
- in addition, they want to charge for another 30 days of use even though they have disconnected my service. How can they charge for something that is not available?

The whole thing is unfortunate and I have been patient. Account management completely ignored me and refused accommodate me. However if common sense and fairness can prevail, Hughes should waive these charges

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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:
- Start by logging into your ComplaintsBoard.com account. If you don't have an account, create one to proceed.

2. Navigating to the complaint form:
- 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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