Hughes
reviews and complaints

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!

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.

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.

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.

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!

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

September 13, 2018
Dear Hughesnet.com
I am hoping to resolve my issues with you IP services
Username: [protected]@hughes.net
List of cases numbers (#):
1. [protected]
2. [protected]
3. [protected]
4. [protected]
5. [protected]
6. [protected]
7. [protected]
8. [protected]
9. [protected]
10. Current (I hope still active) Case # [protected] Tech Support Ph. # [protected]
Modem/router Password: RYSB2799yBBE7237
Problems:
I am typing this document while waiting for you to load a page—employment application! You just freeze; imagine that, you are not functional.
Modem:
Problem with Epson not able to communicate to my laptop. Your Modem would not function via Wi-Fi to/from printer and computer. Again Still Waiting!
Dish alignment:
Addressed by technician with new hardware, what technician resolved had nothing to do with my Problems?
Download speed:
To my monitor, poor to non-existence
Your freeze my operating system to the point of the "Wheel" becoming problematic.
It's you not Safari, Word, Outlook, anything that touches the Internet.
U-tube has never worked
Password reset:
My password that I use was 2024 until you failed to recognize my password and have me and everyone else uses the same reset password that you supply: welcome1. Seven (7) events over seven years. Can I stop this waist of my time?
Change Email address:
When I moved my service to another residence in the County, you changed my Email address. Why did you not inform me? Do you know how much work and miscommunication, leading to frustrations?
Outlook:
You have four (4) outgoing emails frozen on your mainframe, slowing my incoming Emails, for two (2) years. Messages are, "failed or was dropped", by you. I was forced by you to use your Home Email. You average was five (5) tabs to open up your Home page. How much of my time do you waste?
I have had outgoing emails taking as long as fourteen (14) hours to deliver.
Simple replies and basic email communication have taken hours.
After two (2) years of error free Outlook, you did it again. You switched my IP address from the one originally provided to me from you, to one that was "Blacklisted".
Outlook Pop-Up request to verify Password "welcome1", this activated my send option. This randomly occurred several months ago. This has not worked in Outlook for four (4) years, what did you do?
Internet speed:
Research through search engines, Google, produces menus, (no pictures, and photos) that some times open approximately thirty (30) percent of attempts
The more images the guarantee the page will not load
Selections from the menu are chosen to open, in new tabs and windows makes no difference in speed and download.
Research needed for Corporation, health, jobs, and projects require me to have several tabs active simultaneously
Internet pages do not completely load, after much time if all images open at the bottom of the page, you scroll back to the top of the page except it has disappeared in to your "White Page"
Pages open slowly, (click, go have a sandwich) then maybe the page would load
Pages don't open, "White Pages"
Tabs active are deleted
Opened tabs from pages close and don't open
Tabs need to be constantly reloaded, with little to no success
Hyperlinks:
In Word and PDF documents does not function.
Favorites, failure
I must endure with your term "Cannot locate the Internet Server"
To fix your problems I have gone via:
Geek Squad
Microsoft
Apple
IT Associates
To seek help, every one blames you.
Cost for Technicians: $368. Out of my pocket. Why? Your technicians were not capable in my problem areas so I was forced to pay Professionals. They blame you.
Server problem areas are not problems from my Mac, or cloud obstruction. My laptop works flawlessly when using Wi-Fi at remote locations. Its you.
I need Internet access from a Internet Provider to do work, currently there is no recognition of functioning Internet access.
You constantly humiliate me by freezing, rendering my Laptop via You useless.
Wasted time and money
What does that cost?
I need a functional access to work!
What are our options?
Fix my problems that you created, I will stay a customer
Lose me as a customer
The most outrageous option is to drive the eighteen (18) miles round trip to go to the local library. The library Internet functions as an IP should function. Their value is I get one hundred (100) percent of my task accomplished. This option increases my cost in mileage and driving time. You however provide Nil to a very poor functioning service. Useless
At this point Hughes v. Library you lose, you provide no service!
Monday September 17, I will cancel your recurring debit payment from my banking account. Posted 20th monthly, HNS*hughesnet.com [protected] #5296
New contact Email: [protected]@gmail.com

Thank you for any assistance you can provide
David L. Flentge
[protected]

2 months ago, I got a service, since beginning the quality of the signal it bad, event a clear sky and disconnected all my equipments from the network and siting next to módem. I been working with there customer support every try out thing on my own to solve, the only alternative they provided was swapped the modem and fail. Now they not let me escalate the problem, they want me to pay $400 of the early termination fee to solve the issue.

When I signed up it was through a sister company that works with HughesNet. I told the man I live on a fixed income an he found a promotion that would provide me internet and phone for $80 monthly. First month in my bill was $107.48. When I called to complain I was told that was the price and it was going to cost me $500 to cancel the service.

How come they can get away with breech of contract for not delivering what they promise. When I want to cancel due to the agreed terms were Not upheld $80.00 monthly. I am held liable for charges to cancel service for which they did not deliver. When I agreed to HughesNet is was all verbal how can they deceive the public like this?

I just recently moved to a rural area and had read reviews about HughesNet but it was the only internet I could get. So I bought the equipment (450) and paid the installation fee (250) and bit my tongue praying it would all be ok. Not a chance, got the service Aug 27, 2018 and the first month was just fine.. of course because I find out that the first month they don't give you any problems.. then BAM the first billing cycle hits and I'm out of data in 4 days. I call and they say that if you have any of your devices connected to WiFi it eats up data. Righttt.. I've been at 0% data not since Oct 1. I can't work from home, thank God I have my ATT Iphone to use for everything, but it works better than the internet at only 1 bar! I contacted HughesNet several times asking about cancelation and wanting to skip the 400 cancelation fee. They won't. I'm ready to fight this! I'm on board!

This is a SCAM, and Dish Network is promoting it as being their Internet Service. But have a complaint and contact Dish and they will say they have nothing to do with them... I had DISH employer install Hughes Net, and have never been so dissatisfied with a service...I had it for not quite 2 months...My husbands job depends on sending reports through the internet, and we would sit for hours waiting for the service...then when I said it wasn't working for us, they said they would disconnect me, but I would be charged the 400. for the contract of 2 years of service that I signed with them. Why would I want their service if It was unavailable for use...I even up'd my service contract with them to the highest megabits that they supply, that also cost more, and was still not enough for my household. Now they sent me a box to return all their equipment, and if not returned with in 21 days of the last bill, I will be charged another 300. The FCC needs to have a little more insight into bogus companies such as Hughes Net. When I called Dish to complain on this matter they said they have nothing to do with it and to contact Hughes Net. REALLY?

on 8/8/18 I contacted Hughes Net to let them know that my internet was not working, I was not able to stream even YouTube and they did some technical support to see if they could fix it; they asked me to try it for a few weeks and call back if there was still an issue. On 9/4 I called back again as I was having the same issues and the tech on the phone tried some tech support again to fix the issue. Both phone calls on 8/4 and 9/4 the tech told me everything was working and I had to resolution. On 9/4 when I spoke to the tech/csr I was told to try it for a few more weeks; at this time I asked if I was getting the same results if I could cancel my contract with no fees; I was told by the tech/csr that if the issue did not resolve that I could call back and cancel my contract without any fees and return my equipment. When I called today 10/3/18 the csr/tech asked me to go through all the testing again after I explained that I was just calling to cancel service and that I was told I would not be changed a termination fee. The csr/tech made me go through the 'testing' and would not cancel or credit me as he stated that 'was a solution' and that because of this 'solution' I would be charged a termination fee. This solution was to have a tech come to my home and replace equipment which should have been offered to me the first two times I called but was not. This call today was to cancel my service; after speaking with the csr/tech I also spoke to a supervisor named Pito who canceled my service and is sending me a box to ship the items back but would not waive my termination fee; nor did he take payment for the balance of the current bill of $61.55.

I want the termination fee of $400.00 waived as I feel that I did what I was asked, though I wanted to disconnect on 9/4. Had they canceled my subscription on 9/4 I would have fallen within your terms and conditions and not been charged (though I was promised I would not be).

HughesNet Service Terms and Conditions

LEGAL TERMS AND CONDITIONS FOR CUSTOMERS WHO SUBSCRIBED TO HUGHESNET BETWEEN 03-15-10 AND 09-01-14

The following terms and conditions are valid for residential HughesNet services activated between March 15, 2010 and September 1, 2014

General Terms

HughesNet® service is available in the contiguous U.S. with an unobstructed view of the southern sky, and its usage is subject to the Fair Access Policy. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than speed indicated during peak hours.

Listed speeds are available only through Hughes' newest satellite. The majority of subscribers will have access to these faster speeds. However, approximately 3% of customer locations will have trees or other obstacles that block the signal from the satellite to the home. For these customers, Hughes can offer slightly slower Internet access via another satellite with download speeds up to 700 Kbps, 1.0 Mbps, and 1.5 Mbps; and upload speeds up to 128 Kbps, 200 Kbps, and 200 Kbps for Home, Pro, and ProPlus service plans, respectively.

Professional installation is required. Monthly service fees apply. Sales, use, and personal property taxes are related surcharges and are not included.

Equipment:

You specifically agree that any Equipment provided to you may be new or refurbished as new. Any refurbished Equipment will have the same warranty as new Equipment. If you purchase your Equipment from Hughes, and the Equipment installed at your location is refurbished, in consideration of our provision of such refurbished Equipment, we will provide you with a $25 credit on your first Service invoice.

If you lease Equipment from Hughes, the modem, power supply, and radio (outdoor transmitter) remain the property of Hughes and shall not be deemed fixtures or part of your realty. You shall have no right to pledge, sell, mortgage, otherwise encumber, give away, remove, relocate, alter or tamper with the Equipment (or any notice of our ownership thereon) at any time. Any reinstallation, return, or change in the location of the Equipment shall be performed by us at our service rates in effect at the time of such service. You are responsible for preventing the loss or destruction of leased Equipment and we recommend that your Equipment be covered by your homeowner's, renter's or other insurance policy.

Service Commitment:

HughesNet Service Plans require a minimum service commitment of 24 months. If you terminate service prior to the expiration of the commitment, you will owe and, your credit or debit card will be charged, the Early Termination Fees and/or Unreturned Equipment Fees as described below.

Early Termination: Purchase Option (equipment and standard installation purchased upfront)

If you cancel your order before installation, you will not be charged.

If you cancel within 30 days of activation:

No service termination fees charged. Note: You will not be refunded for installation charges or other fees.

Please credit the early termination fee within 30 days or I will be filing a complaint with the BBB and other regulatory agencies.

Account # dss36585942

Rosemary McDonald

When my husband signed us on with Hughes Net, he explained to them that we needed something that worked for our family. We watch Netflix, our boys play PS4 and I play online MMORPGs. She said that thier service would work with all that. Boy were we highly lied to. They charge way too much for garbage internet. Netflix will sit there and load for a few minutes, play a few minutes, then buffer every 5 minutes or so. I get disconnected from my games pretty regularly if I can log on at all. Our boys get frustrated cause they lag out constantly. How is this company even still alive? Not at all as it's advertised. This service would be ok for someone that checks thier email or just surfs the web only. For anything else, it's worthless.

I cancelled my HughesNet service a couple weeks ago as I was having trouble working from home using VPN. I've had HughesNet over 2 years, but was still charged a cancellation fee of $80 because at one point during that 2 years, I upgraded to the Gen 5 Modem, which in the end was a waste of money cause it did nothing for me but cost more $. Rudest customer service ever encountered when I finally got through on the phone to cancel, I was on hold for over 15 minutes. Once the representative got on, I told him right off the bat that I did not want this to be a long, drawn out process. 5 minutes in, he wanted to try some solutions for my VPN. I told him again, I don't have the time for this right now, please just cancel my service. He informed me it had only been 5 minutes. Errr! Then he told me about the $80 charge, that was BS. Then he informed me that a kit would come in the mail to send back the modem and the transponder off the dish. When I asked him if that was all included in the instructions, he said yes, doesn't look too hard. He doesn't know my situation. Me getting on the roof, disconnecting the transponder, I could be a senior citizen or disabled, that would not be easy for me. I'm sorry, that was very rude. I've kissed that $80 goodbye, but wanted to file this complaint because I will never be a customer of HughesNet again.

We have had nothing but problems with our HughesNet since we started living in our house full time, 6 weeks after installation. Of course, since we did not know the service was going to be bad within the first 30 days, we are now stuck in a contract and forced to change our lifestyle because we use our available 20GB in less than 1 week. During the short time that we have full speed, we still have issues with videos and websites loading. I am not available to sit on the phone for them to "trouble shoot" for hours each time we have issues, nor was I aware that I needed to call every time we have issues for them to believe me. The only solution provided was to upgrade us to 30GB for the same price as 20GB, but after 1 day of being home with my sick son and streaming Netflix we apparently used 16 GB and are now out of data for the month so have been reduced to the slower speed for the remaining 25 days of our billing cycle. It is absolutely terrible customer service to make someone believe a certain plan will be sufficient, lock them into a service that is not sufficient for them, with the only option to get out being to pay hundreds of dollars. The manager I spoke with this evening had an argumentative tone with me the moment she picked up the line and did nothing but interrupt me and blame me for knowing what I was getting into and what the contract stated and the best she could do was drop my cancellation fee by $155. That is simply not an acceptable way to treat customers.

Terrible connection speed & internet is always slow. As a HughesNet customer, I'm very unhappy with the service that I'm paying for. The internet doesn't work half the time. I have called several times & the problem has yet been resolved. I have been disconnected several times & was assured that someone would be calling me back. As of today, that hasn't happened. This is unacceptable & poor customer service. There has been poor support & poor communication from the customer service.

Your assistance in this matter will be greatly appreciated.

Sincerely,
Sandra Brown

I am totally displeased with the Gen 5 that was told to me by HughesNet representative. I can not watch YouTube, it has to be set at 144p to get download. Facebook videos will not load and have to stop watching it. All in all it sucks to pay for something that doesn't meet or exceed your expectations. I've only had HughesNet for 12 days and want to get rid of it.

I am requesting to cancel my service that was placed less than 24hours ago and they are giving me the run around. I did every test they wanted me to do, and now they want me to wait 2-3 business days so there team can look more into depth of why we have such slow internet, tv is pixelated, download time is prolonged... Just cancel my service! It's not been 24hrs...seriously.

I used HughesNet over three years, even paying a vacation fee while we built a home and wasn't using their internet so I could stay in my contract. Then when we started up, they changed me from Gen4 to Gen5 without explaining that I was signing up for a new contract. Service was suppose to be faster which it wasn't, pure gimmick. Upload especially was awful. Choose another internet provider where you'll be served better. I'm glad I'm out if their unethical company.

Performance issues reported by me and unresolved by service technician who told us that other customers were complaining about the same problems and that the company was selling services that they could not support in our area. I called to cancel our service on AUGUST 6, 2018 and requested a refund of all service fees that we had paid since February 2018, approximately $300. As a professional counselor, I told the company that I needed internet service to support Skype sessions to support my clients and was assured by Hughes Network that I would be able to Skype with my clients. At times, I could not start the or maintain the Skype sessions with unstable internet signal. When I called to cancel my service for poor performance, I requested a refund of all previous payment and company agreed to waive early termination fees in settlement. Charges continued to be billed and company claims I reactivated service in a call to them on August 15. I did call HughesNet on August 15 but did not activate my internet service. At that time, We had already physically removed HughesNet equipment and had Viasat internet operating in our home. I have spend hours on the phone with their customer service people and want the nightmare to end.

At this point, I will not pay the company any amount and want the company to send me a letter acknowledging closure of my account.

Carla Ferguson
[protected]
[protected]
[protected]@msn.com

HughesNet Account # DSS [protected]