On 10/15/09 Hughes contacted me with allegations/charges that I was in review for possible violation of the Terms of Service Agreement. ( I have already used 1yr., of a 2yr., contract), for sending Spam being sent from my IP address, so this type of activity is a breach of thier Terms of Service Agreement and is considered a Severity Level1 Violation of there terms! 1st offense is: Account Lock! 2nd Offense would be a Account Termination. I currently was charges with Status of Severity Level 1!! Notice that in the beginning of the letter is states that my account was UNDER REVIEW FOR POSSIBLE VIOLATION OF THE TERMS OF SERVICE AGREEMENT!!! Yet I am Charged and penalized with having my Account Locked! Hughes net doe's not have secure Web Mail Protection at all, I receive 30-40 Spam mailings every single day from them and have complained! All I can tell the Consumer is: 'BEWARE!!" I DO BELIEVE THAT WITH SOME OF THIS SPAM MAIL THAT I DO GET DAILY FROM THE WEB OF EMAIL FROM HUGHES.NET, THAT POSSIBLE A WORM OR VIRUS CAME ALONG WITH THEM, ATTACHING TO MY EMAIL ADDRESS BOOK THEREFORE SENDING OUT MAILINGS??? BUT THAT IS A GUESS. MY ANTI VIRUS IS PC CILLIN WITH TREND MICRO, AND I HAVE ALWAYS KEPT MY ANTI VIRUS PROTECTION UP TO DATE AND SCANNED MY COMPUTER COMPLETELY ON A DAILY BASIS, AND NEVER SHOWED ANYTHING BUT "INFECTED FILES FROM HUGHES.NET AND THIER EMAIL CONTRACTED COMPANY THAT HANDLES THIER EMAIL: MOTIVE COMMUNICATIONS. I HAVE ADDRESSED THE CEO OF THE COMPANY AND SENT LOGS OF THESE FACTS. OF COURSE NO RESPONSE! IN ORDER TO HAVE MY ACCOUNT OFF LOCK, I MUST SIGN A LETTER FROM HUGHES, SIGNING WITH MY SIGNATURE THAT I HAVE ANTIVIRAL SOFTWARE IN PLACE AND RUN A COMPLETE SYSTEM SCAN TO DETECT ANY VIRUSES (INTERESTING SINCE I SUSPECTED THEM TO HAVE SENT IT THROUGH SPAM!!) IN ADDITION, I HAVE TO CHANGE MY EMAILL P.W., ALONG WITH MY DSS PASSWORD. IN THIS EVENT THAT WE DO NOT RECEIVE A WRITTEN RESPONSE FROM ME, THEY WILL NOT UNLOCK MY ACCOUNT. THIS IS AN ENFORCEMENT OF THIER TERMS OF SERVICE AGREEMENT!!!
WHAT ASSURES THE CUSTOMER (I AM A HOME CUSTOMER), THAT OUR EQUIPMENT WILL NOT BECOME TAMPERED BECAUSE OF SECURITY OF HUGHES WEBMAIL BECAUSE OF LOUSY ANTIVIRAL SERVICE!!!???
I WAS A CUSTOMER PRIOR WITH BELL SOUTH/ATT FOR OVER 3O YRS., AND NEVER HAD THESE KIND OF PROBLEMS!! BECAUSE I LIVE IN THE RURAL PART OF TENNESSEE I COULD NOT GET DSL FROM AT&T IN MY AREA AND THAT IS WHY I CHOOSE HUGHES, AND IT IS NO FASTER THAT MY DIAL UP WAS! BEWARE OF WHAT YOU ARE GETTING YOURSELF IN!! I HAVE HAD A NIGHTMARE EXPERIENCE WITH HUGHES! I HAVE BEEN CHARGED, GUILTY, AND HUNG!!! I AM INNOCENT OF ALL ALLEGATIONS AND WAS NOT EVEN AWARE OF ANY OF IT UNTIL I RECEIVED A PHONE CALL FROM HUGHES, AND THEN THIS LEGAL LETTER CAME 3 DAYS LATER. WHEN I ASKED TO SEE THE PROOF OF THE CHARGES I WAS NOT SHOWN YET, AND IS ONLY HEAR SAY, AND AM STILL WAITING FOR THEM! I DON'T EVEN EMAIL THAT OFTEN!! I AM VERY INSULTED, HURT, AND DAMAGED BY ALL THESE ALLEGATIONS! I AM A INNOCENT CUSTOMER!!
HUGHESNET: CONSUMERS BEWARE / CAVEAT EMPTOR
Per Hughesnet Customer Care...
Hughesnet Customer Care: What activities may cause a subscriber to exceed their download threshold? Some activities are more likely to exceed the download threshold and trigger the application of the Fair Access Policy. Several examples are listed below.
Hughesnet: Full-length movie downloads.
Horizon Entertainment: This is an untrue statement. According to various Hughesnet representatives I've spoken to at Hughesnet, you can exceed the FAP in just 7 or eight minutes of download time.
Hughesnet: Continuous downloading or viewing streaming media content such as audio or video programming.
Horizon Entertainment: This may actually be a true statement, however, according to Hughesnet representatives I've spoken with. the FAP can be exceeded with just viewing less than 10 minutes of streaming media content.
Hughesnet: FAP limits can easily be exceed simply by the hosting of server devices such as email, FTP or Web servers.
Horizon Entertainment: According to the Hughesnet representatives I've spoken with, simply using an internet server for your business will greatly slow down your internet speeds, as well as greatly increase the liklihood of exceeding the Hughesnet FAP limits (which includes "Automated computer to computer connections used for the archiving of local computer content")
Hughesnet: Simultaneous downloads.
Horizon Entertainment: While this is also a true statement by Hughesnet, simultaneous file downloads are completely unacceptable to Hughesnet and doing such downloading will likely cause you to exceed the FAP set forth by Hughesnet.
Hughesnet: Downloading large files will cause you to exceed the Hughesnet FAP (i.e., file sizes that are close in size to the download threshold of your service plan):
Horizon Entertainment: I would simply say that downloading any streaming video or such files, of any kind, is very likely to subject you to exceeding the FAP limits set forth by Hughesnet. Remember, according to Hughesnet representatives, downloading 7 or eight minutes of streaming video or such types of information will automatically subject you to exceeding the Hughesnet FAP.
Hughesnet: Excessive downloading or use of the services described above may cause subscribers to be affected by the Fair Access Policy, or in severe cases, to be terminated from the service:
Horizon Entertainment: Again, this is a true statement, but the Hughesnet definition of "excessive downloading" is very narrow and very, very, limited.
Hughesnet Customer Care: What will my Internet access be like if I exceed the download threshold?
Hughesnet: When the download threshold is exceeded, you will experience reduced download speeds for approximately 24 hours. During this recovery period, the HughesNet service can still be used for activities such viewing emails and Web surfing, but speeds will be significantly slower than your normal browsing experience.
Horizon Entertainment: Based on my experience, this statement is completely untrue, which in essence, is probably my biggest complaint against Hughesnet, their advertising, marketing and their Customer Care Statement.
Horizon Entertainment: During the FAP you will simply not "just" experience reduced download speeds. This is an almost complete misrepresentation of terms. Nor during the Hughesnet FAP recovery period, will you be able to continue receiving emails ... This is simply NOT TRUE. For example, today, during the FAP recovery period, I have NOT been able to retrieve ONE single email.
Horizon Entertainment: In regard to Hughesnet saying that internet speeds will be "significantly lower, " surfing the Web is virtually non-existant. During the FAP recovery period, internet speeds are much slower than dial-up and sometimes, internet access does not exist at all.
For example, the Hughesnet Customer Service representative that I spoke today said that with my current Hughesnet plan, I am normally able to dowload approximately 60 MBs in one minute.
The Hughesnet Customer Service rep went on to tell me that I DID HAVE internet access, because throughout the day, I was able to download a couple of 2 MB and 5 MB files.
When I told him that (according to what he just said) I had been able to download less in ONE day, than I normally would be able to in ONE minute, he simply responded by saying ... "Sire, I'm sorry Sir, but you are under the Hughesnet FAP and there's nothing we can do about it (despite the fact that this is completely contrary to how the Hughesnet Customer Care website actually reads and/or would suggest).
Again, based on my understanding of Hughesnet's adverting, marketing and their Hughesnet Customer Care guidelines, I personally feel that things simply do not add or match-up with what Hughesnet promulgates in their advertising, marketing and Customer Care terms of service.
Horizon Entertainment Hughesnet Case #[protected]
File a complaint with the Federal Communications Commission!
Go here: http://esupport.fcc.gov/complaints.htm
Here is my complaint... This complaint is regarding HughesNet’s Fair Access Policy. HughesNet’s television ads clearly imply that their service is far superior to dialup internet. Sometimes that is true, but often it is not true. If the consumer exceeds bandwidth usage, HughesNet throttles your account down to nearly no bandwidth at all. HughesNet provides no information to the consumer regarding their current status of use of their bandwidth. None of this was made obvious by HughesNet in any of their advertising
Of course, if you are willing to pay considerably more for your service, you can eliminate this problem. In my opinion this is like a “loss-leader” advertisement. They hook you with one price, only to require a much higher payment to actually receive the advertised service capability.
When I first signed up for Hughes Net I was told it would be free installation. This was a lie! I had to pay$245.00, because they would not let me lease the receiver. They said because I lived in Vt. I had to buy it. Because I had to buy it they could not give me free installation. They told me I would however Qualify for two rebates- $100.00, and a free months service. I am college educated and not computer illiterate. It has taken me over 2 hours to get all the information needed to do this. I hope I get it.
I have answers and numbers to call. I have gotten the run around from everyone at the HUGHESNET site and phone tree. Talking to them is like talking to a brick wall with spikes. BUT...yours truely has found numbers and info for you to talk to AMERICANS that will hopefully do you some good. I have talked to them today and it SEEMS that i might have gotten somewhere!! WOOT WOOT. call this number [protected]. I called this number and pressed 6 and then waited and pressed zero. I asked for complaints dept. and this very nice lady Camilla (actually her name cause she is an AMERICAN!!) took all my info and said she would call me back...get this...SHE CALLED ME BACK WITH IN AN HOUR (I KNOW!!!) Camilla apologized for the crappy service that i had gotten since getting this system, credited me a months service, and...TOLD ME THAT THE PEOPLE I HAVE BEEN DEALING WITH LIED TO ME!! An actual admission of this crap!!She has a "go to" guy in her office and his name is Ronnie...Ronnie is going to call me on monday and he is going to fix my issues. I told her about my install "problem" with no place to go with the dish and having to shell out extra $$$$ for a pole and she is going to see what she can do about getting me reimbursed for that cost as well! I told her that for this area and for as many people i have talked to about this "having to have a pole" and being scammed. She said this was not right and that she was going to see that this practice was stopped! I certainly hope this helps anyone who has been having these problems! I am going to try to post this link and see if it works...It is to the BBB..has addresses phone numbers and email address. Even provides the address to the place i called! At least there is a place to throw eggs and protest...haha. Good luck and please let me know if this worked for you! My email address is [protected]@hotmail.com. Here is the link: http://www.dc.bbb.org/report.html?national=y&compid=9864 Copy and past to your browser...Happy hunting everyone!
I ordered Hughes Net satellite internet the first week of August 2009. It was installed on August 15, 2009. After a few days, I noticed that the speed had dropped to even slower than dial-up. I called Customer Service and told them to disconnect the service because I was not paying twice as much money for slower service than I was getting with dial-up internet. They informed me that I was only allowed 200mB of downloads per month and if I went over that threshold, it would slow my computer down for that day, but would refresh every 24 hours and that I should be okay the next day as long as I didn't download anything else. So I agreed to keep the service for the rest of the 30-day period in which I would be able to cancel without obligation to contract. Just a few days after that, I was again experiencing problems and wasn't aware of anything else being downloaded, so I called Customer Service back to explain the problem. I was connected to someone who did not speak English very well at all--I was having trouble understanding anything she was saying. So I politely asked to be transferred to an American, but she refused. So then I asked to speak with her supervisor, but she refused this also. WHAT GOOD IS CUSTOMER SERVICE WHEN THEY REFUSE TO HELP YOU!!! So I hung up very angry and frustrated and now I'm stuck in a 2-year contract with something that's not worth what I was paying for dial-up. I will tell EVERYONE I meet not to ever do business with Hughes Net because they are the worst excuse for a company that I have ever had the 'displeasure' of dealing with. This is one customer that will not be a repeat, nor a source of referral for the company. My first suggestion would be "SERVICE AFTER THE SALE"--you just can't wrong with that. My next suggestion to them would be to hire people that can at least speak English, even if they are not from U.S. I could go on and on, but I think I have made my point very clear.
Hughesnet SUCKS!! Initially, I paid like $600. to have the service installed, then $59.99 per month. Within...
Hughes Net Internet Service Provider exists to legally “hook” customers in a two-year contract and force the...
Bottom line... Hughesnet.com incorrectly debited my checking account for $334.34 for an early termination fee. They immediately found the problem and "fixed it", they said. Well, fixing it means they will refund my money in 30 days! I spent a half hour with a hughes billing support agent (In the philippines). He said their standard operating procedure was to refund their mistakes in 30 days. After he put me on hold for a while and visiting with other support folks in his organization they were able to shorten it to 7 days. But that still does not seem like a reasonable time frame for them to "fix" the problem. Needless to say, I talked to two more support agents (Who said they were each the last line of decision making there was) who both told me they could not and would not do anymore to help me get the money back into my checking account within a day or two. I asked for a contact number or person here in the united states who might be able to help with this situation and he flat out denied that there was anyone to talk to. These folks have no idea what customer support is. So as it stands now, I have to wait 7 days to receive a credit. Will that happen? Who knows?
Let me also say that they have a pretty sneaky way of keeping you on the hook for service if you decided to cancel within the 30 day trial period. I canceled the service within the first week because it just wasn't fast enough for me to work from home. My new aircard is 2 to 3 times faster for almost half the price! In any case, when I called to cancel the service... And make no mistake, I clearly cancelled the account. The "termination department" support rep told me, since I have paid for my first month’s service already that I can continue to use it, but after that it will be cancelled. I said, that's fine, but I can't use it, it’s too slow. They also said I would receive an email that included instructions on how to return the modem and other things, otherwise I would be charged for those items. I asked when I would get the email, and they said just after the end of the month.
Just before the end of the month I decided to call hughes net to make sure things were cancelled, as I was concerned they had not sent me an email with the directions on what to return. I was surprised to hear that my account had not been cancelled, but was on a "pending cancellation" status. Parden my french, but what the hell does that mean? I cancelled the service right? “no sir, you elected to continue the service to see if you really wanted to cancel”. By this time I was getting pretty upset. If I would have called a couple days later I would have missed my chance to cancel during their 30 day trial and would have been subject to an early termination fee!
And all this leads me here today, finding they debited my checking account for the earlier cancellation fee of $334.34!
I understand things happen and people make mistakes, etc. But all i'm asking for is a reasonable turnaround time in getting my money. Is that too much to ask for?
And hughes net, I would recommend when a customer says they would like to cancel their service, you cancel their service and not play games. That’s bad business!
I have had it with this policy that limits usage on a daily basis based on which service you purchase. I personally have the pro which allows you to download up to 300 megabytes of info daily. The problem with this is that most of today's software is a lot larger than 300 meg therefore you either have to wait until the hours between 2am - 7 am or go through the hassle of using download manager software. I prefer to do my own down loading. so after being with hughes net for over two years I am going to try Wild Blue at least they allow usage based on a monthly amount, which for about the same price I pay Hughes Net I get more high speed download time. Check out Wild Blue cause Hughes Net SUCKS!!
Hughes.Net certainly wins the black ribbon for worst ISP I've ever had the displeasure of using. Upon moving to the somewhat rural area of Darlington, I had to use satellite internet for lack of a better choice. The salesman on the phone outright lied, saying that satellite would be perfect for things such as online gaming and networking with multiple PCs.
To make matters worse, they impose the FAP (The air is thick with puns) which stands for Fair Access Policy, a polite way of saying you can only download 200mb before they throttle you down to speeds that are almost as bad if not worse than Dial-Up, and having to wait 24 hours for it to "restore." However, in the end, there's nothing you can do if you lack better options, and Hughes.Net no doubt thrives on this sort of monopoly over rural internet users.
Armstrong Cable and Verizon also provide painfully close to my home, literally a short walk up the road, this could warrant whole new complaints about these companies on how they seem to have simply abandoned the 1800 block of the street and skipped over to the next road for no apparent reason. Simply, I am in a Bermuda Triangle of Telecommunications.
Although it is partly my fault for not researching as well as I should have, the thought did not occur to me, and many others, that an ISP could impose such ludicrous limits.
We live far up in Maine, in our area we have very few internet companies to chose from.
We were using Localnet which cost $9.99/month, it was very slow and we saw a HughesNET commercial on TV, which guaranteed highspeed internet and access from any area. So we decided to try this out.
A guy came and installed the satellite dish, which cost us $130.00 and we chose the cheapest plan they had which was $60.00/month.
Once we went online the speed was decent compared to LocalNet, but very soon our internet speed just dropped, it was even slower than dial-up. We looked through the paperwork and saw that our plan only allowed us to use up to 200mb of Bandwidth, if we exceeded this limit we would be penalized for 24hours and our internet would stay slow.
Pretty soon our internet kept getting slower and slower, we had all our backround downloaders shut off, to minimize the bandwidth limit, we also couldn't go to websites such as "Youtube" or it would quickly run up our bandwidth limit. Basically the only websites we could go to without crapping out our internet were pages with only text and very little pictures.
Even with the "green flag" our internet is still very slow and we have called customer support several times and have been given poor support where the staff can barely speak English and couldn't figure out the problem, they would just redirect us to a speed-test website and tell us to refresh it 5 times, which didn't do much for us.
We're done with HughesNET, we our paying $60.00/month for the same slow internet we had when we had $10.00/month dial-up.
I will be filing a lawsuit and I advise everyone to stay away from this low life ISP.
Unauthorized installation of Hughes Net Satelite dish to roof line of newly built rental property using lag bolts through the shingles. Tenant vacated at lease end. On Inspection roof leaks at installation site. Called multiple customer service rep. and they would do nothing. Was told it was not their problem. HAve a call in to Executive phone # but I doubt that will resolve the issue. Estimates to repair the roof are about $1000.00. Tenant is being held responsible for damage. All I want HN to do is come and get their satelite off of the damn roof. They will not. !!!
After upgrading from 56k dialup to the hughesnet hn9000. I decided it was time to finally do the much needed...
The reps from their company do not tell you of the restrictions concerning downloading. Than when you call to report bad service, you are informed of these restrictions. The idiot supervisor can tell you(Lorenzo) is that we should have visited the website to be made aware of the underlying restrictions that no one told you about. How do you pull up the website until you have service? All he can say is that is my problem! And than hangs up.
I have told everyone I know of these facts and have cost them at least 4 customers in my immediate area. If I stopped 4 people from buying the svc, and each one of them stops 4 people, I'm sure hughes net is losing lots of money for misrepresentation.
I now have a phone number to corporate headquarters([protected]) and will pursue this matter further!
Updated my modem call their wonderful Indian rep and they could not register my modem and said I would need a tech to come out and realign my dish. The tech came out check the system call hughesnet registered my modem. Called me and told me he did not touch my dish that my system was fine it was hughesnets problem and that he wrote on his service ticket that there was no need for the call. Hughesnet charged me 125.00 because their tech's can't fix problems over the phone.
For those who have contacted me for info on a class action against Hughes NET, there is one
GOOGLE PBM Attorney Hughes NET. (PBM) is the shortened name of the firm Pogust Braslow & Millrood in PA).
It was just filed a few months ago. Contact them and sign up giving them your story as I did. Good luck. If you are in rural America you have to have satellite service and once you sign up and buy the equipment you are pretty stuck. Even if you cancel there are fees and lost investment $$. I documented my phone calls with several sales people and you know what, they talk about how FAST you can download and then when pushed admit that upload isn't that fast AND that there is a daily download limit. But they say that the limit is like downloading 20 movies...HA HA HA ... yeah right. Do a google search for something and click on the wrong site and bump you are out if that site is loaded with graphics or animated sales ads.
I have already written one complaint against this co. on this website, but around June10 2009 Hughes Net mistakingly disconnected my service-their mistake not mine- even though they had just taken a payment from my acct. at the end of May-automatically made. They made me pay $365.00 to get my service restored-even though I hadn't disconnected it. Later they admitted it was their mistake. They said I was paying to end my contract early-not true-I hadn't even talked to them. Due to an emergency that day I went on and paid them the money--thinking I would call them on Mon. and get it straightened out. I have spent well over 7 hours with them-mostly with people who don't speak English well-only to be told over, and over again that my service would be restored--it hasn't yet-AND my $365.00 returned-I've been told that the money had been returned twice-once where I held my other phone line up to the receiver of my other phone line so their person could hear--that it had NOT been returned. They also say that they Can't reconnect me without me rerunning the program. Even though they'e told me several times that they can. I have never dealt with such a horrible company, and they don't even seem to care. I want my money they owe me back, my service restored, for them to seem like they care, and NEVER to have to deal with this co. again. If there is a class action suit I would like to join. Buyer beware.
I live in a small rural village (population about 150 people) and the only Internet service available here i...
HughesNet.com advertises "Unlimited Internet Access" but severely limits your access time with their "Fair Access Policy" (FAP).
HughesNet restricts your on-line time so severe it does not allow enough online time for security updates without penalties.
HughesNet locks you into a two year contract for a useless service. Extremely deceptive company.
I believe the US Federal Government should investigate HughesNet.com practices to protect future customer rip-off.