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Hughesnet / product failure

1 United States Review updated:

Several years back we set up with 'Direcway', which is now '' and they sent out a local company to install the exterior hardware (and interior hardware which is fine), the dish and parts... and... yesterday it fell from the very bottom of the pole!!! This is galvanized metal but they installed it improperly by NOT using cement at the base! Now when i called to get this replaced they told me it would be at my expense! What kind of an operation is this that they do not stand behind the subcontractors they send out who do inferior work?

Needless to say... What can we do about this?

Thank you!
Jack & Donna Cornell
We are located in the Stratford, Oklahoma area

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  • Do
      23rd of Jan, 2008
    0 Votes

    I have had nothing but trouble with them. Has anyone contacted the BBB?

  • Ri
      1st of Sep, 2008
    0 Votes

    All businesses beware! The time and energy we've allocated toward "fixing" our HughesNet connection over the past year has nearly bankrupted us. Our business relies on being able to upload files, email, and access client administration websites.

    Every time you call tech support, often someone in India, they are obviously trained to put you through a sequence of "tests" no matter what the problem is and these tests can include 40 - 120 minutes on the phone and possibly a 24-48 hour download battery of tests. This basically means you are out of business for the next 24-48 hours! One time they even ordered a service tech to come out (within the next 5 days) to test the equipment. Later that day, in frustration, I called back and somehow I got upgraded to the next "level" of tech support. This guy was obviously "local, " very nice and had us up and running within 15 minutes. It was THEIR update that didn't upload correctly and that was the cause of our problems at the time. He was able to trouble shoot the cause quickly and with common sense.

    We do get the occassional complete outage due to weather conditions - that is acceptable to us. But time and again either our email with attached files will not send, or email service in general doesn't work for 3-4 days at a time, unable to upload large files for days or make critical updates to websites are impossible, sometimes for 24-48 hours.

    We have never surpassed our fair use policy, so its not like we're abusing the system. Most times, basic service like web browsing and email without attachments work fine - so it seems to me that they are restricting broadband purposily to keep basic services working for the masses.

    So it irks me when I see their TV ads promising great service and quite the opposite is true - the ads only add volume to the broadband they obviously cannot support.

    Any other service, AT ANY PRICE would be less than what we've spent with HughesNet in the past 12 months.

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