None existent technical support, the people you talk to in India don't know what they are doing . FAP i...
In 5 weeks we have had to call in 5 times in order to fix billing issues and get our internet service...
I can only echo the other complaints already stated and warn people to stay away from Hughesnet! Not only i...
Tech Support decided that our modem and our adapter cord needed replaced. A re-furbished modem is available from Tech Support for $140 with a 3 month warranty. The adapter cord was priced at $125.
However a NEW modem is available from Sales for $125 with a 15 month warranty.
On the other hand, Sales does not sell adapter cords. Back to Tech Support, where the adapter cord was now priced at $21.25. Ordered adapter cord. And all of this took an hour and a half.
Called back in two days (as I was told to do) to get tracking numbers. Not available.
Two hours and 17 minutes later, I had learned that the modems are on back order and will not be available for 4 - 8 weeks. The order I had placed for the adapter cord had an error, so it had to be re-ordered.
At every available opportunity I talked with a supervisor and told them how pathetic their customer service happens to be. I have no other internet service to turn to here in rural Ohio.
There are no discounts for good customers or senior citizens. But the aggravation is free of charge.
I have paid 89.00 per month for internet service with Hughes.net. It has NEVER worked properly. Their...
Hughesnet has an implemented Fair Access Policy (FAP) that when triggered will slow your speeds that YOU PAY FOR down to close to around 56k uplink speed. That means on their Home plan, you're paying $60/month for a certain speed but you're getting less that what you paid for. The worst thing about it is that in their FAQ (frequently asked questions) board, they suggest "upgrading" your service, which is about $15-20 for the next level of service, for only a minor increase in the download bandwidth. You only seem to get a decent download limit once you reach around $120 / month.
Hughenet is seemingly only satisfactory for the wealthier group (those who can afford their highest package) or for the less internet savvy group who only goes online for e-mail and informational searches. For those of us who like to download (whether it be illegal or not, that's up to you) such files as anti-virus programs, updates for our favorite programs, webcasts and the what not, it is totally unacceptable. Their justification for such downgrades in speed is an unrestricted download time between 3AM and 6AM.
To show the severity of their plans compared to the Fair access policy
I have added links to their FAQ site and pricing plan as well as their "Fair Access Policy" download limit page. I encourage all of you to read this thoroughly before deciding on Hughesnet,
Fair Access Policy - http://www.22hughesnet.com/fapolicy.cfm?hf=0
Pricing Plans - http://www.22hughesnet.com/plans.cfm
Fair Access Policy FAQ - http://customercare.myhughesnet.com/fap_faqs.htm
FAQ (regarding typical speeds) - http://www.22hughesnet.com/faq/internet-connection-speeds.cfm
Before signing up with hughes net i did internet searches to see what would be the best for my money. I wish i had found all the complaints on them before i had the service installed! I went through so much trouble just to make sure things would be installed with no problems and found out everything i knew about the service beforehand only to be lied to and to find out their advertisements and representatives are not telling the truth! I was assurred that my service would be "state of the art" and could go through trees for the signal, etc...as i had explained the past problems with tv satellite due to my trees. I also explained that there would be more than one computer used and a game system on my service. well after the installer came and telling me he couldnt put the satellite onto my house, i was charged over $700 to get this thing up and running. Then to have nothing but problems for the first few days and staying on the phone with hughesnet representatives who i could barely understand, they tell me the reason my service is sooooooooo slow at that time was because i had exceeded the fair act policy...I was like "huh?" First of all i hadn't used the service because of trouble getting it to work and then when i did get to browse and download some compute updates i am suddenly exceeding some limit that was not told to me in any way, shape or form. after i was told about this i went to check on there website for this information and found a section at the bottom of the page to click on to view a fair act policy but nothing to explain this nor was it listed with the packages to choose from.
I feel as if i have been totally shafted from the get go! the first man i spoke with lied to make a sale...and i have been consumed with trying to make this service work for me ever since. all they can say is "sorry your not happy but can i help you with something else today?"
Last March, I spent $500 to get HughesNet satellite internet, because there was no cable or dsl in my area at...
Whatever you do. Do Not purchase this service. Painfully slow speeds. I even purchased the premium package which was supposed to guarantee super fast speeds. Didn't happen.
My biggest problem was with a internet based service that I use. It did not work with that at all. I called Hughes tech support 14 times over the course of 9 months and have case numbers to prove it. They do not speak english and each time I called it took no less than 45 minutes and sometimes an hour and a half.
All of this got me nowhere. When I requested that they let me out of the contract they told me that I would have to go through 5 different levels of tech support before they would consider an early termination. They even wanted me to stay home for 48 hrs over Christmas to wait for their tech support to call me. What a crock!!
I finally canceled the service but after disputing the charges I still had to pay the credit card company. I'm not through with these idiots.
Recently ordered Hughes Net... already went through the Wild Blue fiasco. I thought something surely has to work for those of us in the rural areas. Suckered... again.
At first (trial period, can cancel anytime) speeds were fantastic. Pages loaded in record time, searches were quick, I was thrilled. Finally... I wasn't internet penalized for living on a farm.
Trial period ends. Guess what? Oh yeah. Slow as molassas in the winter. And now I'm in a two year contract, trial offer is over... will cost my next years' tuition just to cancel the doggone thing.
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.
I too had the same problems with the over-pricing. I was told the $100.00 installation would not apply and then when the serviceman arrived my roof was not good enough to put the dish on and a pole was installed for the dish for an extra charge of $150.00. No copies were left of anything that I had to sign. I was told I was locked into a 2 year contract. Now the internet doesn't even work though the "blue lights" function all the time. Needless to say, I am using Verizon broadband to report all this! Hughesnet will not get paid, however, I am cancelling the service, and reporting them to the BBB and cancelling bank payment for failure of services.
It sounds like I'm not the only one that has had serious problems with HughesNet. I signed up for their service the end of December, 2008. I also had problems with downloading.
My service was supposed to be buying the equipment for $20/month on top of my regular bill. On January 16, 2009, they cut off my service because they said I owed them $400 for the equipment plus the monthly fee. I called them, and they said I had to fax them a copy of the agreement, which I never got a copy of. The only thing I have is the copy of the pole installation - which cost me $135.
I have been fighting with them ever since to try to get shipping labels to send the equipment back to them. And now they've turned me in to a collection agency.
And the fight rages on . . .
I tell everyone I know not to get HughesNet. Their internet service is poor, and they're customer service is the worst I've ever seen. And I've been in other countries that aren't trained for customer service like we are in America - and the untrained were better than what I've had with HughesNet.
I hope my registering this complaint will help to save someone the struggle I'm going through with them.
Well the repairman just left here from trying to 'fix' my Hughesnet satellite system AGAIN. According to them there is nothing wrong with my equipment. I was also just on the phone with customer support asking about the terrible upload and download speeds I have been having. The speeds I am getting right now at this moment are LESS than HALF of what was advertised/promised when I began this nightmare over a year ago. The customer service technician tried to make an analogy comparing the horrible speeds to many cars traveling down a busy road; meaning when there's alot of traffic it is congested and the speed is slow. My response to that was well if it is that congested why don't you build a BIGGER ROAD? Since i got up this morning at 6 a.m. (when the speed was good but unfortunately I was busy getting the kids off to school) I have watched the speed drop in half by 8 am and drop by HALF AGAIN by 10 a.m. According to their 'parameters' this is acceptable. What a load of crap. Something that doesn't work as it was advertised is of no use to me, especially something costing this much!
I might add this is not the only trouble I have had with them; 2 days after the original installation my modem went out and i had service only about half the time. They sent me a new modem but it was the wrong model and would not work with the dish I have. Then they got mad at me when I asked for a call tag to return the equipment. They actually expected me to return the modem at my cost. Ugh. Many phone calls later I finally got a repairman to come out. Not only did the modem need replacing, but the radio arm too.
Once the system was 'fixed' that time I then tried to recoup some of the money I had been shoveling their way, since i had sporadic or no service for about 6 months while they had me foolishly undoing cables and looking outside to see how the weather was, NOT WANTING to send a repairman although I had asked them to do so repeatedly in that 6 month period. Well, they didn't want to give us ANY credit on the bill, because I had stopped calling them every day. Go figure. I finally got a supervisor and asked her why in the world would I want to continue to call when they obviously weren't going to DO anything? I finally got one month free service for 6 months of B.S.
So now we are on the speed issue. If I quit my day job, and stay up all night in the middle of the night I guess it would be O.K. to use the computer then, but gee, I can't do that. The speeds are fine in the (late) night time and right when I get up to go to work, at 5 am. After that it all goes down the tubes. I can actually get a better connection speed on DIAL-Up!!
The last call to customer service really got me steamed. I can get a better speed they tell me (now) if I upgrade my plan for another 10 or 20 dollars a month, and go to the 'pro' or 'business' service plan. I think they have already gotten enough of my money, and I am not going to upgrade.
On a side note, they are launching a new satellite, and the speeds are supposed to be wonderful as it won't be bouncing your signal back and forth twice before it gets to it's destination. Too bad this privelige is going to be for NEW customers and not for the ones who are already pulling their hair out.
If you live in the boondocks like I do, for goodness sakes don't get a HughesNet system, go with another provider or you will be sorry.
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!
HughesNet Not a quality internet option. Below is the detail for the parent company: Hughes Communication...
Hi I am complaing because we are only allowed 200 mega bites perday if we exceed that limit they slow us down. I didn't know that when we signed up and also I thought I would be getting a bill in the mail every month they deduct it from our savings account on the eighth of every month also when you call you deal with some forgein person from another country, I would like someone that understands english. That is my complaint. Thanks upset in michigan.Karen
If you don't believe what I am about to right I suggest you google HUGHESNET and see for yourself. I...
So, we signed up for HughesNet several years ago, when they were still DirecWay. We paid the huge amount for equipment, almost $800, and the outrageous service fees. We were okay with the service for the first year and a half but as time passed on the service was getting slower and slower until it reached dial-up speeds.
We decided it was in our best interest to cancel the service and look for something else, so we did. After two months of being on dial up, the only thing available in our area, we called them back and signed back up, paying the $25 reconnect fee. After two months of the same old slow, pitiful, service, a storm came through our area and knocked our dish off.
We called the next day to have a technician to come out to reset the dish. After speaking on the phone with someone you can't half understand for 1+ hour, we were informed that the only we could have someone come to our house and reset the dish was to ...BUY A NEW MODEM!!!
The modem has nothing to do with the fact that the dish was out of whack?!?!?!?! They said that we could buy a refurbished model of the current modem for $125(which we had already paid OUTRAGEOUS amounts for.) If the modem did not fix the issue THEN we could pay the technician MORE money to resent the dish.
This is just their way of making you give them more money for their pitiful service.
IF YOU ARE CONSIDERING DIRECWAY OR HUGHESNET, FORGET THEY EXIST!!!
Techstar installed equipment. Installer tried to force us to sign up for their internet support, stating HughesNet was so bad that we would spend all of our time on the phone to India. Techstar wanted another $18 to keep HughesNet working.
The service was suppose to be 1MB. It was never over 22KB. Techstar scheduled appointment to correct their shotty installation. Technician never showed up. When I called the local office, the guy said that he had sent the tech home for the day. I told him to cancel my service and pick up the equipment. He hung up on me.
I spent the next 2.5 hours on the phone, primarily to India. None of them spoke english beyond reading from a form. Eventually I got U.S. numbers but they were worthless. Ultimately I spoke to Anna, who was suppose to be a district office over Techstar. She was worthless. Told me if I took the satellite off of my roof, boxed it up and shipped the 50+ lbs. of equipment, at my expense, to MD; they would refund me $200 of my $476.96.
What a total scam. They have no intention of providing a service. Techstar makes their money installing and selling you additional technical support so they aren't going to help. HughesNet is so insulated by foreign countries and indifferent employees that they aren't going to help. After all, they have your money, what do they care.
American Express notified me that they didn't get adequate justification from HughesNet and credited me for the charge. HughesNet promptly turned it over to a collection agency.
Don't get involved with HughesNet or any of their contractors. They provide miserably inadequate service and are only out to take you for every dime they can get. I can't begin to tell you the grief they have caused.