I absolutely cannot believe this company is still in business. Against my better judgment and because I had no other options other than dial-up, I had this service installed about a month ago. The experience was the worst I've ever had on every level you can imagine.
The advertisement for me was free 'standard' installation, $99 activation fee and first months service upfront. Ordering the service went great! Of course it would be cause they haven't stuck it to you yet. A few days later, another company called to schedule the install (HughesNet apparently outsources this to independent contractors).
The technician came out on a really cold, rainy day and it was obvious he didn't want to be here but he checked out my house to figure out where to put the MONSTER dish. He told me that due to the way my house is and the trees around it that he could not do a 'standard' installation and me have optimal reception. To this day, I don't understand that because DirectTV had no issues like that when installing my satellite TV service.
At any rate, he determined the installation would include a pole. I asked how much it would be and he said no more than $125. Reluctantly, I agreed. He told me the size pole I needed was also not standard and he'd have to go buy it and return on a different day.
It was crunch time, I needed internet access that week in order to do my job (I work from home). My company was taking down a server that previously supported me through dial up so time was of the essence. I explained this to the technician and he promised he would have it installed in time to prevent any down time with my company. This was on a Tuesday. Due to his schedule, he told me he would try to be back on Friday but most likely it wouldn't be until Saturday. That was fine because the dial up server wouldn't be taken down until Friday so I really wouldn't need access until the following Monday. Friday came and I called to see if he would make it out that day. He told me he couldn't and we did expect this but he did say he'd be out the next day.
Saturday came and went and the tech not only didn't show but didn't call and didn't answer or respond to the numerous calls I made to him. I finally reached him on Sunday and asked if he could do the install that day so I could work the next day. His response was, 'I don't work on Sunday's'. NO apology or concern for the position that he has now put me in i.e. I won't have access to my companies system in order to work on Monday. Not to mention, the guy then proceeds to blame ME for the situation because I'm not a standard installation. HE KNEW THAT WHEN HE PROMISED TO HAVE THE INSTALLATION COMPLETED ON SATURDAY.
He then told me he'd be at my house to do the installation around noon on Monday. Ok, that wipes me out of a days work but I have no choice at that point. Monday comes along and he didn't show up until 4:30. Because of the late start, he couldn't complete the installation before it got dark so he quit and said he'd be back the next morning. Now at this point the pole, dish, and everything on the outside of the house had been installed and all that was left was putting the cables through the hole (that we ALREADY had drilled for him) and connecting the inside. We supplied him with a flood light to do this so we could be done with it but he refused and insisted 'he was done for the day'.
Great, another day of not being able to work. He comes back the next day and spends 3 hours completing the installation. He packs up his stuff and then informs me that I owe him a check for $295.00!!! The install, his words, 'would not be more than $125.00'. I am now furious!!! He says the size pole was extra, digging the hole was extra because my ground was too hard and it required extra effort to dig it, etc. He knew all of this when he quoted the $125.00. Of course I protested but the guy cared less and demanded his money. Now, I just wanted him out of my house and his attitude was starting to scare me. I was home alone and he was very intimidating.
I wrote the check just so I could get him out of my house and lock the door behind him. Did I mention he also left ALL of the packaging laying in my yard as well as the debris from the install?
I called the company he worked for and left a message. I sent a lengthy email to them detailing everything that transpired and never got a response from either. I also called HughesNet and reported the situation. They said they would make it right and I should expect a call back within 5 days. Never happened. I called again a week later, got the same thing 'you will hear from us in 5 days' never heard a word. Based on every complaint I've read on here, I now know, I am wasting my time trying to get justice from these losers with absolutely no integrity or honesty.
Now this was just the installation process, I haven't mentioned how bad the service sucks. It's slower than dial up much of the time and try to get somebody who speaks English on the phone, it won't happen. I've been on the phone with India several times since the install due to the slow speed and getting disconnected. After I had the install, I had another company come to install wireless networking in my house. This caused even more of a slow down in speed which HughesNet said would not happen. LIARS!!! Their India guy had me do all kinds of stuff to try to improve my speed but all he did was have me do something that disabled my wireless networking. I paid good money to have the wireless put in and now it doesn't work and I'll have to pay more to have that fixed too. Does HughesNet care? Hell no!!! They now have my money and a contract ensuring they'll continue to have my money for the next 2 years.
These people could care less about their customers, customer retention, their reputation or anything else. They take complete advantage of those of us in rural areas who HAVE NO OPTIONS. I think they know that as soon as we get other options in our rural areas, we will all drop them like a bad habit so they are scamming as much money out of us while they can.
If ever there is a class action suit filed, count me in. I have NEVER seen anything like this.
When we decided to move to the country, it took us nearly a month to find an Internet Service Provider who could help us. If you are outside the city limits, and surrounded by trees, you soon find that there are very few options other then satellite. We were assured by HughesNet that although there might be interruptions for weather, our speeds and downloads would be up to DSL capacity. After paying nearly $1, 000 to get hooked up (equipment and installation charges) we soon found out that there were some 'missing pieces' they left out of the sales pitch!!
The company uses Fair Access Policy act to limit the amount of download you can receive over a 24 hour period. We've never experienced the performance demonstrated in the commercials. Additionally, the service has gotten worse and worse until we have decided to just go get wireless cards.
I can't understand why the FCC or some other government agency doesn't come in and require that they tell the truth about their service. Sure, tell people 'if you live in a remote place - we are it!', but don't act like the speed will be the same as normal service.
Calling their Customer Service line gets you someone located in India at a call center. I feel badly for these people, as they probably have no idea what we are comparing our experiences to. They also have no power to issue credits or to fix anything. I've gotten through to someone in the U.S a couple of times, but only after waiting a week for a call back. It's amazing how they can get away with this!
If you are in the county and need service, go get a wireless card!
Here is information regarding a Class Action Lawsuit against HughesNet:
PBM Files Class Action Against HughesNet --- Satellite Broadband Company
The law-firm of Pogust, Braslow, & Millrood, LLC, recently filed in the U.S. District Court, Eastern District of Pennsylvania, a lawsuit against HughesNet, Inc., Hughes Communications, Inc., and Hughes Network Systems, LLC, for breach of contract and frauduluent business practices involving the marketing of the HughesNet® Satellite Broadband Network System.
Filed on behalf of HughesNet® subscribers and consumers, the Complaint alleges inter alia that the satellite broadband Company's nationwide advertisement of "Highspeed Internet by Satellite: Wherever Whenever" was materially false and misleading.
The class action lawsuit also alleges that HughesNet intentionally "oversold" its bandwidth, whereby thousands of HughesNet® subscribers and consumers were subjected to limited Internet broadband accessibility, speed, functionality, and connectivity.
Additionally, it is alleged that HughesNet actively marketed HughesNet® subscribers and consumers to upgrade their broadband plan under the representation that such would result in faster Internet broadband access. Despite this, HughesNet® subscribers and consumers experienced significant broadband delays, including extremely slow uploading/downloading speeds, unreliable connectivity, and the inability to access email. Furthermore, HughesNet® subscribers and consumers were often required to incur additional costs, fees, and early termination penalities, as a result of HugheNet's false advertising.
If you or someone you know is a HughesNet® subscriber and/or customer and have experienced similar Internet broadband related issues, please contact our law-firm for a free consultation.
HUGHESNET Residential Installation
The certified HughesNet installer will install your HughesNet system when it is convenient for you. The installer will provide the following equipment to complete your installation - HughesNet modem and the cable required to connect the modem, Antenna assembly, which includes the radio, and mounting hardware
A standard residential installation includes:
• A standard installation includes travel mileage to and from customer’s location.
• Installing the HughesNet modem and connecting it to one PC.
• Mounting and grounding the antenna to an outside wall, first level roof or any approved structure or surface with HNS standard roof/wall mounting brackets. Antenna must be accessible within 21 feet from ground level.
Brick mounts and roof mounts over finished ceilings or living space’s are considered non-standard, restricted surfaces.
− Antennas must be mounted a minimum of 5 ft. off the ground and out of reach of small children. (FCC Regulations)
− Tri-mast MUST NOT be mounted on surfaces, building materials, or structures that cannot support the mount/dish assy. (Stucco, aluminum siding, vinyl siding, chimneys, trees, fences or any free-standing wooden posts, utility poles and metal roofs are not authorized mounting surfaces.)
• Drilling one point of entry, terminating on an exterior wall and installing one wall jack.
• Installing and routing two exterior RG-6 coaxial cables from the antenna assembly to the point of entry and terminating with a wall jack. A standard residential installation includes up to 100 ft. of cable. (Up to 150’ for .98m systems)
• Connecting up to 20’ of ground wire from the ground block to the required NEC-approved bonding point. (Service Panel Ground or Meter Panel)
• Installing and weather-sealing appropriate cable bushing, wall penetrations, and mounting locations.
• Using the installer’s laptop to test the HughesNet system to verify receipt of satellite signal and Antenna Cross Pole.
• Activating and commissioning your HughesNet system on your computer with your permission. Installer will also help you setup your billing and email accounts.
• Demonstrating your HughesNet system is operational by browsing the Internet.
• Cleaning up debris from your residence after the installation is complete.
• Completing the Installer Reference Sheet and obtaining your signature on the appropriate forms.
A standard residential installation does not include:
• Networking computers or connections to local area networks (LANs), Routers or Hubs, etc.
• RG-6 coaxial cable over 100 ft. if your system uses a .74m antenna. (150 ft. for .98m systems)
• Drilling more than one hole (Point Of Entry).
• Installing the antenna at a location not accessible with a 24-ft. ladder or above 21’ off the ground.
• Special cable requirements, such as routing coaxial cable through attics, basements, crawlspaces, decks or walls.
• Complex or custom installations, such as special moldings, cosmetic hardware or routing to hide exposed cables.
• Pole Mounts or Custom Mounts - if one is deemed necessary by your installer.
• Removing or repairing previously mounted equipment.
• Special site surveys to determine the optimal location for your HughesNet antenna. ($125 Service Fee Applies)
Note: Installers may charge a customer up to $125 to install a pole mount located within 25 feet of the customer's residence. (Antenna cables must be Buried / Protected). Pole mounts that are installed more than 25 feet away from the residence or that are more then 6 feet out of the ground are considered non-standard.