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HughesNet

Posted:    

Hughes.net email is in the dark ages!

Complaint Rating:  91 % with 117 votes
91% 117
4.55
I had my email under Direcway for 4 years until somebody, without my consent and without amending my service contract, switched it to "Hughes.net." Now I cannot relay email, nor can I use another ISP to receive email. Under Direcway, I could use a local ISP which was on all of my stationary and internet accounts. This ISP had an excellent Spam and virus control which I could set the sensitivity and delete the spam myself. Now, I have no idea if there is any spam or virus control with Hughes.net because they have no settings for it. In my Eudora account which defaults to a "dominant" personality, Hughes.net will not allow the relay. In addition, they claim that some of my recipient's email addresses, one of which is my nephew, may have been forged and refuse to deliver the mail! I have tried to talk with techs from India, who even a Hindi couldn't understand, and he was hopeless. It is a mess and a breach of the original contract that I had with Direcway! I am prepared to set up a blog to fight these incompetents. If you want to help, pleas email me - although you may get a message that my address has been "forged."
Complaint comments Comments (144) Complaint country United States Complaint category Internet Services

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A  3rd of Oct, 2006 by    0 Votes
Have had a number of internet providers over the years.. Hughes.net is the worst...BY FAR. They are a rip off on up front fees. Their "help line"...is a joke. Can't even understand them...all they do is disconnect you or give you the run around. Refused to honor a rebate ...over-charged on bill. They do not respond to email or letters...any kind of complaint. They charge you if you want a paper invoice. TERRIBLE company with TERRIBLE service at HIGH price. The ads on TV are an out and out lie. They cannot deliver quality service.
A  20th of Oct, 2006 by    0 Votes
I just off the phone with one of there slick salesman and felt like I had just been at the used car lot.

I never had service with these guys. I can tell you form my initial calls these guys are just out to grab your money.

He insisted to have a phone number to call be back and now I'm being hounded and getting the full court pressure.

LET THE BUYER BEWARE!!!!
A  4th of Dec, 2006 by    0 Votes
I have been using Hughes net for about a month and they're ripping me off big time. I'm locked into a fifteen month contract at their most costly plan. I am supposed to be able to download up to 350 MB within a four hour time period without violating their fair access policy (FAP), but every time I reach close to 200 MB within a four hour time period they put me in violation and restrict my speed for up to twelve hours. I'm getting an attorney now. I waited a long time for high speed access and unfortunately I choose a dishonest company. Their technical support people are all hard to understand and my average phone time with support has been 1.5 hours with still no resolving of the issues. LOL there is a hughesnet commercial on my TV right now as I type this..this has been a nightmare dealing with this company. BEWARE! Choose a more reliable company. The wild blue plan that is similar to the one I'm on with hughesnet allows around 550MB in a four hour time period before FAP violation. hmmm. And to think I went with Hughes net because of better name recognition, wow that was a mistake.
A  15th of Dec, 2006 by    0 Votes
I have the standard plan and experience down load speeds far less than advertised (6o/70/80 kbps not 700) in the evening when I usually use the system. Browsing secure sites e.g. bank and other similar accounts is slow even at the advertised rate. After several hours of testing, their response, left as a phone message, was network congestion. Their chat support is OK up to the point they decide there are no immediate fixes or answers to your questions (when will downloads improve?) so their tactic is to say I'm putting you on hold for a couple of minutes and never return. They did that to me twice last night. At one point they managed a server glitch to disconnect the sessions altogether.

I highly advise against this service until performance improves significantly and there's more management concern for customers.
A  17th of Dec, 2006 by    0 Votes
I am so sorry you guys are experiencing this. I got jobbed by directway two years ago. After spending about $800 on the biggest rip off I've ever had. All of your complaints are familiar while they were under the name Directway. I have no doubt they changed the name because their name was bad. There should be a class action suit against these guys.
A  26th of Dec, 2006 by    0 Votes
Total joke for service (upload and download). Worse than dialup at times. Too bad I just entered contract with them.
A  29th of Jan, 2007 by    0 Votes
Hughes.net is horrible. Absolutely the worst email provider I have ever used. We have satellite internet and have no choice really. When they turned their email over to Hughes.net it got worse. The server is always hung up. You cannot fetch mail as they said you could and you cannot set up for files to go into sent mail. This is in addition to all of the complaints above. They are just the worst ever. Period. No help talking to the people from India, you might have to call back three times to get someone you can understand before going onto explaining your problem.
A  4th of Feb, 2007 by    0 Votes
I totally agree with all the complaints. I am glad to know it is not just me as I thought it may have been.
A  16th of Feb, 2007 by    0 Votes
Hughes FAP policy is nothing more than a cover for the fact that they have completely oversold their capabilities. My three months with them has been a major disappointment.

If one is into reading or viewing news on the net all you have to do is look at three or four video news reports and Hughes places you in violation of FAP and cuts your speed to dial-up or close.

I downloaded at Christmas time two old music videos, one of which was Melissa Ethridge's version of "War is Over" and hughes charged me 95mb for that one alone and coupled with the other put me in violation.

If a ten minute video that appears from the vendor to be 20mb then when you download it your usage report for that period from Hughes will be at least double or more. They are fudging the stats on this and in general ripping off all their customer.
A  7th of Mar, 2007 by    0 Votes
List of events

1. Took two weeks to get a call back from installer to get a new system put in

2. Installer was extremely rude so I canceled

3. Signed up with Wild Blue

4. What I thought to be Wild Blue installer put in a Hughes Net system and left. 10 minutes later the real Wild Blue installer showed up and cut the cables from the Hughes Net system and installed their system. (I told them to do that.)

5. Hughes Net billed me for the equipment and started billing me monthly for service even after numerous calls for cancellation that lasted HOURS!!!

6. After thousands of dollars charged to my credit card I had it removed from their system to keep it from being charged. They promised that any later charges wouldn't be sent to collections since my situation was "escalated".

7. I then received a call from collections that I owed$1035.

8. After spending 2 hours on the phone, what I think was a manager, told me that the situation was never really escalated and that he was going to do it correctly for me and they would call me back after corporate decided what to do.

9. It's been two weeks and still no call. The collection agency has been calling me daily wanting their money. This whole ordeal started in August 2006 and it is now March 2007

10. I have sent in a complaint with the Better Business Bureau and if that doesn't work I'm going to have to spend even more money on a lawyer and fight this thing with everything I've got.

I don't hate too many things in my life but Hughes Net has really pushed me to my limits!!! If anyone has any suggestions feel free to email me.

Wild Blue is WONDERFUL. Customer Service is fast and download and upload speeds are great.
A  7th of Mar, 2007 by    0 Votes
abuse@hughes.net REJECTS spam complaints, even when the spam clearly originates with Hughes. What is with this company? Why have an abuse department if you are not going to accept abuse complaints?
A  10th of Mar, 2007 by    0 Votes
My family too just signed with Hughesnet a couple months ago. It has been extremely dis-satisfying. Download/Upload Speeds are nowheres near advertised.

Torrents are nearly Impossible because of the NAT'ing/Routing inside the modem itself leads to even poorer download speeds and inability to connect to a tracker(s) Properly (I use torrents only for Legal Public domain Downloads).

I absolutely hate the FAP. We are paying mega money and outrageous prices compared to Cable/DSL/Verizon FIOS/ADSL, and yet we are stuck with these ridiculous ### restrictions making it next to impossible to obtain linux iso Downloads, some windows updates and patches, and any other good sized file that can be downloaded legally.

Cable/DSL/FIOS users are paying much less than we are, and most of these restrictions/usage policy is not imposed on them.

And probably even more horrors to come soon.

Why do we who pay more get the ### end of the deal? It's time to stop this madness, contact our lawyers, Better Business Bureau, State Attorney General and whatever else and sue these cheap fraudulent, cheating ### to hell. Maybe they will learn then and start treating customers with dignity and respect.

What the heck ever happened to the saying that the customer is always right?
A  12th of Mar, 2007 by    0 Votes
The FAP thing is dishonest. With my modems off . they will show usage of 20 - 40 minutes !! (try it some time) Also with no one on line, cable disconnected, the FAP report sometimes shows 20 - 30 mb download. This does not always happen. It is erratic. When contacting phone support about this I end up with them going dead silent almost implying that I am lying.
N  12th of Mar, 2007 by    0 Votes
My wife and I purchased Hughes net in Feb. We had the service for 28 days before I cancelled. I cancelled prior to the 30 day trial period because the internet did not work for 13 days out of 28. Hughes net reasoning for it not working was weather. We did have two snow days (about 4 inches) but the sky were clear for the other 11.
A  2nd of Apr, 2007 by    0 Votes
Hughes SUCKS! I signed up 6 months ago and have been run around by "tech support" since (cant tell you how many times I have rebooted my pc and router lol). I am a network admin and webmaster by trade, but live in a rural area so thought what the hell, $59 per month is crazy money, but "it will be worth it!" LMAO yeah right~

The download speeds max out at 70kbps and uploads around 10kbps. Browsing is painfully slow. Worse than my old highstream dial up. Many pages timeout or simply cannot be accessed using the hughes system.

My folks went with Wild Blue and are extremely satisfied. Their package is 200k slower than mine (on paper) but runs almost 4x faster in all respects. Wild Blue is also $10/mo. cheaper! arrgggghhhhh

I guess there is nothing I can do at this point. I paid the $500 for equipment + $140 install (installer told me that mine was not a "typical / standard" install) and now I am locked in for another 9 months of contract. After that my system will be put to rest in the bottom of a deep deep hole. I pray DSL becomes available by then. It's only 3 miles away!
A  7th of Apr, 2007 by    0 Votes
-Hughesnet claims 24/7 customer service. I called this morning and was informed via recording that noone would be available until 7 am eastern time.

-I recently called hughesnet to pay my bill (which for some reason has a mysterious extra $50 added to it) and was informed that they "could not access the database" for me to pay my bill at the moment. What type of ISP cannot perform basic data operations?

-The fair Access Policy is obviously not advertised nor is it made known to the consumer before purchasing and signing a contract. Hughesnet advertises unlimited access to the internet and makes statements about extremely high speeds. They do not guarantee unlimited high speeds. with 800,000 subscribers worldwide and an outrageous monthly subscription fee, one would think that they had plenty of cash to either upgrade or send new satellites into orbit.

-During the installation of my hughesnet system, I was told by the installer that the service is faster than both DSL and cable. I recall asking about inclimate weather. In reply, the installation tech told me that it would not be a factor.

Has anyone contacted a lawyer yet? Does anybody have sufficient legal knowledge relating to our ability as consumers to file a class action lawsuit? Crafty folks like the ones at hughesnet probably have a clever way of wording things to avoid such conflict. I intend to look into this and contact my lawyer asap. I truly is worth banding together on this issue. One person can get the run around and the cold shoulder. An entire community of pissed off consumers can make something happen.
N  18th of Apr, 2007 by    0 Votes
I too was switched from Direcway. I check my status bar frequently and I'm showing 74 to 78 percent signal strength, but down load speeds are in 4K to 8K range. I have had updates to Windows xp that took all day long. As bad as dial up is, it still out performs Hughes. I asked to be upgraded to the fastest speed that Hughes could provide. Three weeks later the tech showed up with equipment, and promptly crashed my computer so that it was not functioning at all. That turned out to be a blessing in disguise.

He could not install the hardware so he left, and told me to take my computer to a repair station, and try to upgrade again after the computer was repaired. About an hour after he left and the machine was still locked up, I just turned every thing off waited an hour and repowered the computer, it began functioning normally. I then had to use hughes tech support to reconnect my 6000 system (original directway receiver and transmitter boxes). After 2 hours of broken English instructions, I finally got back on line.

Another 2 hours session was required to get my email working... all this was extremely frustrating. I would not recommend Hughes to anyone. They are not delivering as advertised.
A  22nd of Apr, 2007 by    0 Votes
This is unlawful and should be address in class action I purchased the dish and modem 900.00 and paid for 9 months 89.00 per month for pro service I'd download 200mb at night and have a pretty good idea in a few hours my speeds would come back in 4 or so hours now they stop your internet speed to a trickle half of dial-up 20or so and it stays like this for 24 hours so I downloaded 300 mb 2 hours of streaming video and now 24 hours of nothing internet pages hardly load at all why do they not tell us this and should they not stick with there original fap for god sake they never disclosed fap until I was all signed up and installed this is criminal the worst just got worse. APRIL changes there fap rules:

http://customercare.myhughesnet.com/fap_announce.htm

### I am ripped!
A  24th of Apr, 2007 by    0 Votes
Hughes wireless internet is a complete rip off. We have recently had Hughes net installed at our house and signed a very long contract with them. We are paying around 100$ every month for this service not to mention the expensive install fee. When we first started using it, we were pleased and had no problems at all with the internet. After a month of service we noticed our connection was slowing down to below dial up speeds and sometimes would completely stop. None of the contracts we signed nor did any Hughes.net employees we talked to inform us of the FAP policy. After many attempts to figure this problem out with customer service ( people who you can barely understand) we were finally informed of the FAP policy. If I had knew I would only be allowed to download 200mbs a day then I would have laughed and never thought about Hughes.net again. They are not informing their customers of this policy and I cannot find any information about this policy on any paperwork. The only place I can find this information is on a little tab at the bottom of their website. It is criminal what they are doing and something should be done about it. I could understand being cut off for a few hours because of going over a set limit. But when I pay a 100$ a month and the company rips the internet out of my house for 8 to 10 days out of a month, it should be criminal. Hughes.net needs to be brought out in the public for this because it is clearly ripping off people and hiding information.
A  26th of Apr, 2007 by    0 Votes
4/26/07 hughes made changes to their FAP and began implementing it last week( the new FAP cuts your potential to 1/6th of what we are used to), this constitutes a change to your service agreement. Section 2.3 of your contract states that in this event(which they dont have to tell you about) you can cancel your service, I am currently waiting for "corporate" to call me to discuss the terms.

I am almost certain that if you want out, this will get you out, you may have to pay the return shipping on the equipment which is better than being ripped off for 100 bucks a month. HOWEVER you have to do it NOW and immediately stop using your service, you WILL get run around a bit... just play the game and keep your cool, but 30 days after the change your claim is void AND use constitutes acceptance, I hope this works out for all of us.

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Hughes Network Systems Logo Hughes Network Systems
Customer Care Service
841 3 Fountains Drive Unit 248
Murray
Utah
United States - UT84107
+1 866 347 XXXX
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