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HughesNet

Posted:    

FAP's &fair access policy& is a fraud!

Complaint Rating:  95 % with 64 votes
95% 64
4.75
I am so fed up with Hughes.net. First of all I am constantly needing to reboot my modem after a few hours of inactivity. Hughes Net can not fix the problem and told me I would have to live with it. Today I find out that after downloading over 200MB of data in a 24 hour period the fair access policy kicks in and Hughes Net reduces your internet speed to 22k for 24 hours as a penalty for using the system too much. Of course if you agree to pay an additional $20 a month for the PRO connection, they will give you unlimited downloads.

So Fair Access Policy is simply a way for Hughes Net to get you to pay more $$$. It has nothing to do with "Fair Access". Its more like "unfair access" where Hughes Net hooks you into a contract then informs you of new rules limiting your access. Run if you can from Hughes Net, the service SUCKS!
Complaint comments Comments (85) Complaint country United States Complaint category Internet Services

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A  12th of Jul, 2007 by    0 Votes
I have them, i just got them, and i had no idea they were like this. I had no idea how the FAP bullcrap worked until i got it, its not worth having. At this point i do not want money from them, but i do not want to pay them, i want them to come back take the equipment away and just leave me alone, thats all i want, but now i am being told by them (HughesNet) that if i cancel i will owe them 400$ i simply can not spare.

My only course of action is to cancel my bank account so they can not take money from it, then call them and cancel, at which point their will be no money for them to snatch from me. I will get them their equipment back, and i will never have anything to do with them again.

I am not rich, and this is BS, i hope they all rot in H E double hokey sticks.
A  13th of Jul, 2007 by    0 Votes
The only thing you are wrong about is you don't even get the chance to download 200 mbs. They slow you down after about 10 mbs if it appears that you are going to download 200 mbs in a 24 hr period. In other words if you start downloading in the morning you will be shutdown in about 30 minutes after 10 mbs for the remainder of the day until 24 hrs has passed. So, That 200 mbs a day in itself is a LIE!
A  13th of Jul, 2007 by    0 Votes
Another thing, You better re check. Pro DOES NOT give you unlimited downloading. It also has a threshold limit!
A  18th of Jul, 2007 by    0 Votes
Could not agree more... same problem, same BS answer from hugh SUCK net!!
A  21st of Jul, 2007 by    0 Votes
I think a class action is the only way we can get Hughes to revise their new policy. I had the low end business plan on a 1 meter dish and 2 watt transmitter and once they switched to the new fap the system is total useless. Thank god I'm switching to dsl in a week, I'll keep the account active for a couple of months a year for when I travel in the rv but other than that it's now worth the time you have to spend monitoring how much usage you have in a 24 hour period.
A  23rd of Jul, 2007 by    0 Votes
Horrible - horrible service. Hughes.net is a HUGE mistake unless you are like me , and live in the middle of nowhere with no fiber optic phone lines and no DSL or wireless services available to you. I am right now experiencing my third penalty this week because I exceeded the usage allowed. I even upgraded, figuring it was just a way for them to get more $$ from me but that they sort of had me over a barrel. And you are right - it is not unlimited (325) - just more money.

If you have kids who like to look at U-Tube or other clips or music clips--you are going to be calling to check your usage every morning when you get up to start WORK on your computer and realize you are surfing at the same speed as Fred Flinstone. What a joke of a service and a utterly complete rip-off!

Class Action? Hell - yeah - just get the lawyer in place - I would ante up what I could to see this happen but don't even know where to begin. What really ticks me off is the upgrade change crap and how it sounds like most of us were never even aware of FAP until we were subjected to the penalty. But, hey - look at your brochure. It is right there on the page they had you save that shows important numbers to keep. Yep, those tiny white characters at the bottom of the brochure do state; USAGE SUBJECT TO FAIR ACCESS POLICY. But did anyone bother to explain to us what that all meant. Oh wait, did we bother to ask? IT WOULD'NT HAVE MATTERED - Because that brochure was given to us after the fact - after we had been given a service plan. But wait - could it have been in another contract we signed? Could be, but who would have noticed? Could be we were kept too busy to ask with all the other crap going on, like in my particular case, sattelite realignment because the ditz they sent out to do the job (he quit the next day) set the pole in one of the worst rainstorms we have ever experienced.

"Won't that settle?" I asked, when he went to set up the coordinates a few minutes later. "Shouldn't you wait until the pole has stabilized? I mean - how, if it is so important to be 'right on' with this thing, is it going to be able to transmit and receive if it settles out of whatever polarization you have set it too?

Okay - yeah - whatever - I am sure you know what I mean, even with my bad description of the situation and I am sure he did too, but he did it anyway, because he was in a hurry to get back to his home state, which wasn't the same one he was working in. Why? Well, in 2005 and possibly even now, Direcway / Hughesnet had no Install people in Oregon because they could not find anyone willing to wade through the BS involved in setting up the system. How do I know this? Well - after three months of low or no speed and finally getting probably the best installer Hughes net ever had, he explained all of this to me. Said our job would be his last because he could not believe they would let the prior idiot installer put up a system and immediately try to set it up - and he was tired of fixing everyone else's screw-ups. Said the company sucked on an employee level, too, unless you counted the outsourcing which held many great tech support people - if - you can understand them. And if you want to understand them - don't tick them off. They then begin talking warp speed India and you will not understand a single thing they say, but they will understand you. My parting shot at the one I got this morning was this;

"So - you are telling me, that the only way around this fap issue is to sh-t-can Hughes.net, am I right?"
"Yes - maam - that is correct."
See - even they understand how Hughesnet really operates.
A  25th of Jul, 2007 by    0 Votes
I have the Pro plan and it has a 375 MB "download threshhold." A download threshhold that is very plainly stated on the Hughesnet webpage under your plan details.
Do I miss my old cable internet? You bet!

But, with no other choice besides a very slow dial up connection... what can you do? Also... I've downloaded up to around 100 megs so far with no problem at all. I'm going to test the system tonight with a much bigger download. The only real problem I have is that I get disconnected after using internet for a few hrs and have to completely reboot. This happens pretty much every day.
A  27th of Jul, 2007 by    0 Votes
I watched a TV show online and was subjected to FAP. For 24 hours, the best I could get was 19kbs. I asked Hughes about the clause that says "Recovery Rate is the speed at which a service plan recovers the Download Threshold" and for my plan it is listed as 50kbs. I asked what my speed would be during FAP and their only answer was "It is dynamic" They do not offer a plan with unlimited downloads, each plan is subject to FAP. Hughes is a total ripoff. Every time they try an upgrade, we are left with poor service and in the case of email, usually no service for days. Their India support staff is a joke. As soon as my contract is up, I will be leaving their service even though it means I will have to purchase a new dish to go with another company. Living out in the country away from any cities, this is my only option. If you are considering Hughes.net, DON'T.
A  28th of Jul, 2007 by    +1 Votes
I just heard about the new FAP and I own a 2 watt 1 meter dish. Jesus f***ing Hchrist. 500 megabytes in a day? Thats ###ing it? Who are these ###ing idiots. I've been desperately wanting to find something else for internet service albeit nothing is available yet.

I hate these ###ing pieces of ### with every ounce of my blood.
A  1st of Aug, 2007 by    +1 Votes
I had the same problem with this FAP crap. I called back my installer several times, because of my slow internet at times. I'd be getting 9 to 13 download and 700 to 1200 upload. Besides downloads I listen to internet radio. He came up four or five times and used my phone to call his tech man for hours sometimes. They change modems, checked Hughes end, even one time changed satellites. It would go away and come back. The next time I was highly pissed over the phone, so they sent the owners of the installation company's son out. He was switched back and forth to tech's over my phone for and hour. He sat there over phone telling these people that he was at my house doing the call, and that we used two different computers and had the same problem ( they tried to say it was my hardware). He even said to them that downloads were ridiculously slow. He got pissed and said he had one other special number to call. Well he got a hold of this lady tech that knew what the problem was right away. She asked for the site Id# and told us about this fare access policy thing. The lady also showed him where to find this FAP readings. Now the installer had no idea about this and we looked and could not find any of this on the contract when I signed up. Before I lived in the sticks, I had Road Runner with no problems at all and it was cheaper, I could also download 24-7 if I wanted to. What was the real kick in the ### is that the tech lady said that I could increase my download threshold by paying more money. So I got pissed again and grabbed the phone and said, look I can understand that if you have one satellite thats over crowded and that FAP may be needed. She stopped me and said no there's lots of room, we don't just have one satellite. I said I pay over sixty buck's for 200 meg's, but I can get more if I pay more. So I said what is the need for FAP, or is this just a case of Jesse Jame's without a mask (aka. highway robbery)? The conversation was over, she said that's the way it is, and I was not the tech, so I was not the one she should be talking to. If this should not be regulated then I don't know what is.
A  3rd of Aug, 2007 by    0 Votes
I despise Hughes.net and am ready to go back to dial-up...no DSL in my area (40 mi. from Washington DC!)... it is no slower than the "restricted" speed that they keep imposing on me.

My big complaint is that I cannot check usage like they claim I am supposed to be able to on the "Customer Care"(what a joke) page. This is important because they constantly claim that I've exceeded my allotted 200mgb download bandwidth and am in violation of their F.A.P.!

I've spent hours on the phone with some blithering idiots who cannot fix the problem. I've sent myriad emails which are always responded to (via donotreply email) telling me what to click to see my usage...I keep telling the ###s that is what I am doing and it doesn't work!!!! They clearly do not want to fix the problem and I know why... so that I cannot see that my usage is well within the limits. They are scamming so they can force me into an upgrade at an extra $10/mo., which they always mention when I call.

Class action suit anyone?

Any federal agency that oversees this type of scam? How about our elected officials? Let's bombard them with complaints and end this abuse.
A  10th of Aug, 2007 by    0 Votes
It took me 2 hours from the time it was installed to the time I hit the FAP. I just got this thing today and boom, I can't use it for 24 hours from 8pm. I unplugged it from the wall and turned back on my trusty dial up! FAP is the dumbest thing ever! I pay for a service that won't allow me to use it and I pay twice as much as cable for it!!! Get a higher FAP (HughesNet) for all your customers or when our contracts are up you'll have such a bad name you'll never sell anything again! Then you can go one step higher when screwing people and pull an Emron on your employee's LMFAO! I think I'm just going to take this with no lube and pay off all my contract and get out immediately. Before this irritates me further. Good luck everyone!
A  12th of Aug, 2007 by    0 Votes
Glad to see I'm not alone. I've had hughes/direcway for 3 years now and have no other options other than dial-up (wildblue is the other option, but heard it is worse than hughes). I began to notice the FAP problems once direcway went to Hughes full time. I'm currently over my FAP yet again, took 5 minutes for this page to load fully. It happens to us about every other day and I guess I don't need let everyone else know how frustrating that is!!

Hughes net sucks and I don't recommend it to anyone.
A  18th of Aug, 2007 by    0 Votes
HughesNet ripoff. I tried to get some work done on the computer last night and almost immediately, the network was locked down to 1.6 kb per second. My toddlers had played some network games on Millsberry.com and I downloaded the most recent security update for my MacBook. That's all it took. I had to drive 45 miles to work today because my very expensive HughesNet service prevents me from working at home. Ridiculous. Don't get it. I wanted to buy a new program available by download (350 MB), but can't do it. Have to drive somewhere else.

Here is the truth. in 2.7 hours working on a slow phone line (eg. 20 kbps; not DSL), I can download more than we are allowed to download on HughesNet in a 24 hour period. In fact, if you download the amount you are allowed to download on HughesNet, your service will be locked down for 24 hours. Someone said you are supposed to get 22 kbps once your service is locked down by HughesNet, but we get less than 2 kbps. So I can get more work done at home with telephone internet service than with HughesNet because of the HughesNet internet Lockdown feature. My neighbor pays WalMart something like $9 per month for phone internet service and they can download more than we can everyday because we are subject to the Hughes Internet Lockdown.

So this weekend if I wanted to work at home (which I did, but couldn't, because HughesNet locked down our internet), I would have to leave my house with my $100 per month HughesNet satellite service, and use my neighbors $9 Walmart phone internet service. Think about it!!!
A  22nd of Aug, 2007 by    0 Votes
I moved from Kansas (which was boring) had no High-Speed Internet where I lived so I thought it would be great to get Hughes Net. I used to brag how fast it was when I had dial-up. I was so wrong. 1st day I got it It didn't even work ? wtf. I couldn't even play all my Online Games like I used to play when I had Comcast High-Speed. I used to play ALL DAY online with Comcast.But now when I had Hughes Net I cant even play a simple Game on the Internet. Hughes FAP is so stupid do you see Cable or Dsl doing this? Hughes Net! You Ruined my Online Gaming Life! But I don't have to worry anymore because we moved and Comcast HighSpeed, Bellsouth DSl, Verizon FioS, and Cox High-Speed Internet is all where I live now. THANK GOD.

I was so happy to hear that. I thank you Hughes Net for reminding me how bad Sattelite Internet sucks.

Now I am going to choose the 8mbps/764kbps Package with PowerBoost from Comcast and I will be able to play all my online Games Again. WHOO HOO ! HUGHES NET I HOPE YOU CRASH N BURN (SCAM ARTIST)!
A  22nd of Aug, 2007 by    0 Votes
I have been a Direcway/HughesNet customer for about 4 years now. I just recently, 2 nites ago, had this problem. My son downloaded some video (tv show), combined with the morning activity took us over the 200 mb threshold. I have also run into many of the same problems listed in previous postings, so I will not bother going over them again. I also took notice that the postings on this website are all withing the past 45 days or so. So, I have to ask the question... Have they just recently started enforcing the FAP? Again, I have had the service for over 4 years, and never had this problem until a few nites ago!!!

I also live in the sticks (of NC), and wonder what else may be available to me? I do not have DSL or cable available!!
A  29th of Aug, 2007 by    0 Votes
My family has Hughes and it's terrible. Now when it's running, I must admit it runs good, but if you go over their (insert explicit of choice here) fair access policy, IT'S SLOWER THAN DIAL UP! Then it costs several hundred dollars to buy out, Highway Robbery. I thank God my parents pay for it and not me, because if I had a job and was paying, we'd have Cable. I hate these scam artists. I have an online music service, I can barley enjoy at home, it's sad that there are ### of the Earth scam artists like HughesSuck Net out there. They just think they can take advantage of people, which unfortunately they can and get away with it. I wish we could shut these as**s down.
A  29th of Aug, 2007 by    0 Votes
This is a recent policy and I had no choice but to buy the new modem 7000S and upgrade my account to PRO. I am in exactly the same position as Mike Fenstermacher from above. I have had the service for 4 years and it is the only option aside from dial-up. Company pays but I cannot work when normal email can take up 150Ms a day.

It would seem logical to throttle the account until the next cycle (Midnight)... if my kids are goofing around on U-Tube or listening to Internet Radio, they might hit FAP at 10pm and I am screwed the whole next day.

This is a ridiculous policy particularly since there was certainly no notice sent to me!
A  15th of Sep, 2007 by    0 Votes
What a bunch of crap this is. I don't understand. What a bunch of crap this is. I thought I had broadband. What a bunch of crap this is. I wish I could get cable. What a bunch of crap this is. I'll cancel when I'm able. What a bunch of crap this is, a dish on a pole. What a bunch of crap this is, RAM IT UP YOUR AHOLE.
N  21st of Sep, 2007 by    0 Votes
Hmmm. I was considering changing my service to Hughes.net as only dial-up is available to my home. After reading all of the problems with "FAP", I have reconsidered, and will wait to see if this problem is corrected by Hughes. I can always use free wifi at my local PUB if I need wideband shortterm.

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