Not Faster Than Dial-Up, Fair Use Policy is a Scam
Hughesnet is not faster than dial-up. But that is not the worst part of doing business with them. They will subject you to a FAP "Fair Access Policy" which limits your daily downloads. However, the page they have set up for you to monitor you usage as per their records has a 4-hour lag time!! So there is no way to monitor your usage.
I am a computer professional who lives in the middle of nowhere. Hughesnet is my only option. I tried dial-up, but I was connecting at 20k. With Hughesnet I get closer to 56k and in the middle of the night, more like 100k. I regularly get suspend. I get suspend as much as once per week. At this point, I let it dictate my days off, or I do not internet dependant parts of my work.
It in inconvenient, expensive and I have lost money on deadline deals when they suspended me. They are the worst company I have ever dealt with. Can't get them on the phone--ever. I sent them over 50 emails complaining, every single response from them was either written by a robot, a drone, or someone who had never used a computer or the English language.
Finally, they offered me a download manager when I signed up, this would help my suspension problem, they told me having a MAC would be no problem.
But now they tell me they have nothing to offer MAC users and I can cancel my account with them for $480.00!!
Not MAC friendly--do not even bother if you use MAC.
If you have any other choice--any at all--DO NOT GO WITH HUGHESNET
When we first moved to an extremely remote area of Northern Arizona Hughes Net was about the only choice we had for internet service, even dial-up was not there! It took us almost a month of calls and complaints to finally get someone there to install (oh and we had to put in our own pole as the tech refused that made us wait an additional 2 weeks).
Then this year we moved to Eastern New Mexico. When I called to tell them I couldn't really understand the person, as he was NOT AMERICAN, but he did tell me it would take 3-5 days for installation. Seven days later I call Hughes Net back to find out what happened, again a NON AMERICAN tells me who the tech is and to call them. When I did I found out that it was the same RUDE tech from the year before in CENTRAL ARIZONA! He very rudly says I do not go to NM, you need to call Hughes Net and fix this! So once again I get yet ANOTHER accent, only this time we are disconnected, after he puts me on hold for the 3rd or 4th time. I call again, another accent, she says call our distributor, I ask why should I be calling them, THIS IS YOUR SERVICE! Then she says she can't help that I need to be transferred to ADVANCED TECH SUPPORT! OH so they have people who do not understand or speak English very well as REGULAR TECH SUPPORT, but guess what for ADVANCED TECH SUPPORT I got an AMERICAN!!! He however was a little rude as he told me he didn't know why I did not just call the Distributor, that he himself COULD escalate my problem/complaint but that it would take A LOT longer. So when I finally get all the info to call them myself (see I didn't have the info before, yet they all thought I SHOULD have) I find out that the person who had me on the phone for 30 minutes on my first call to set up the re-install left my FORMER address as the install location! That was why I got the AZ tech!
I am so fed up with the LACK of customer service with Hughes Net, they are a very POOR excuse for a company. For anyone who remembers way back when BELL was the only phone company and then AT&T took over, the customer service from them (which was HORRIBLE) is better than HUGHES NET!
As soon as I can cancel this service I will, and I will warn anyone I can NOT to try them EVER!!! NOTHING is worth the bad service they give both in customer service and with the SPEED the service actually gives! (a snail moves faster)
Do not use hughes satellite service! You will be better served and happier with dial up. And if you don't even have a phone line then just go without internet service.
It is a waste of money and time. They limit what they say to you and never hand you a real contract. All things are listed on their website if you can look at it. I got the phone off the front page of the site in a spare moment at the library so I could keep my job that I was lucky enough to transfer to home. Everything was agonizing and the cost, because of the troubles, really makes you want to throw up.
In the sales call they make it sound like there is no obligation in the 30 day trial period. Well...
The installation and equipment is $400.00 they do not tell you that you will only get $200.00 returned if you mail it back to them (In maryland, I am in california). Meaning I have to pay for the shipping... And this is the best part. Iiiiiiii have to un-install it!! So what happens to older people, they let themselves get screwed out of this small portion because of the hassle and the danger. Should I risk my life going up on the roof to uninstall the equipment??? What happens if I fall and hurt myself... Or die... Are they liable? Well... They stated to me on cancellation that they are not responsible for uninstalling, so I ask where can I find that on your website or in the disclosure I never received in paper or email? I had to keep digging and digging and eventually found it. But... It is not something that was "presented" at any time nor was there a sign off by me listed on the so-called "contract" that specified the disclosure it was on. Everything is vague in conversation and all they can do is apologize, which by the way is very often, perfunctory and annoying. Basically it says 'what a bummer' and 'nothings gonna be done'. So I just said give me case # to document.
Of course I will be pro-rated on the first month's service that I used about 10 times. Shoulda called sooner.
Oh yes. And as I got my return authorization number I realize she is giving me the info to handwrite on the returning equipment. They don't email you anything or send you what any business will officially send you. What a mickey mouse outfit they are. And of course I have to pay for the return shipping which I have estmated at $75.00
So let's review: I will get only $200.00 refunded less the $75.00 shipping I will pay, plus lost time of work, which leaves me $125.00 if I do not use that and more for any injury I may incur uninstalling their piece of sh — equipment. Is it worth it or can I get more out of it by creating a bonfire and watch them melt, distort and blacken.
It would probably make me feel much better. The other way may give ma a stroke or worse. I really feel sorry for the other suckers who dealt with this longer than I did.
Good news for me: I found a wireless dsl broadband connection that is underground. I have a pole on my roof and the connection is excellent!! I am soooo sorry I didn't know about it before. I only want to keep my job and hughes should help people do that too!! Not just their customers but their employees. Once too many people get dissatisfied they will lose money. Do not invest in this company either.
And one last thing, the way you have to dig to send them an email is really sad for an internet service provider. Even the idiot I cancelled with sadi i'd have to write to them for contact because she didn't know, had trouble finding it and never bothered to find out or just a real idiot!
I received a bill for $250 for a month worth of service when they sales rep. assured me that it would only be $60 I am a single mom and a full time student i need the internet to do my research for my papers i now i am sitting here trying to get a hold of someone to speak about my bill and all i get is an answering machine. Ever since i gotten hughes net i have only been able to talk to one person and i couldn't figure out what he was saying(tech dept.) The only contently have had problems with problems with my service. I haven't even been able to set up my email. If you want to be ripped off then hughes net is for u.
I was with Hughesday back when it was Direct Way. I wasn't crazy about the company, but since we in Lamoine do not qualify for Al Gores remote area DSL program (sic) I was forced to pay the high prices of Hughesnet for my home business. I bought all my equipment, since in the winter I would have to shut down my service to visit my company locations.
I needed the faster speed, and in order to get that had to get the 7000 router. But it was close to $300.00 to purchase, so I looked into the free 7000 router as long as you committed to 2 years. I called the sales department, told them that I had planned on staying with Hughesnet, but shut down my service every winter for a few months, but then turn it back on. They said NO PROBLEM-just commit to 4 years. All this for the privlege of spending $100 a month for just ISP service.
Well, needless to say, after I shut it down for the winter months, I get a bill for $300. When I called them, they said not to worry, when you pay it when you turn it back on you will get a credit for $300. Yeah, right. Never happened. I spent HOURS on the phone, and told just today (8/9/08 by Marlon) that I will NEVER SEE THAT MONEY AGAIN wether I'm with them 2 years, 4 years or 10 years.
Hughesnet company LIES like a rug, they are rude, and they don't give a rats a$$ about their customers. Everything you read about them on this website is true.
On or around June 25, 2008 I called HughesNet Commications, and ordered service for my home. My wife and I are on a very tight and very limited income I'm on Social Security and we made an effort to set aside $69.00 for service and installation, and the lady that took my order did not tell me of the hundreds of dollars that it would cost.
So lo and behold (15) minutes after the installer left my credit card sent me a message that $509.41 had been debited from my account. I ordered the special they were advertising and it states that (0) down and we would be charged $79.00 dollars a month for a period of 24 months. And installation was free as long as the installer did not have to put a pole in the ground for the dish, which he did not have to. Anyway after (39) phone calls and (39) headaches since July 1, 2008 when the service began I was promised by representative's of the company and Supervisor's that this matter would be taken care of with the utmost urgency, so what began was an innocent act of trying to simplify matters of cutting the high cost of internet service and regular phone service and just have one bill. But when you have to go through the embarrassing process of being degraded and talked to like we were the one's at fault, well I hope to make a stand, with the folks out there that try to live on $945.00 a month then someone decides to kindly help themselves to your money, then there is something wrong with our system. Oh just remember when you make phone calls and the recording says this call may be monitored for quality assurance, and ask them to play it back for you we tried but when they reviewed my initial conversation and they felt like they were Justified in their decision to charge me all the charges, but refused to play it back or send me proof., So as they say lesson learned. One last thing if you decide to terminate your service they charge $ 300.00 dollars for early termination and $ 210.00 installation fee. Do the Math and remember do Business remember to have your lawyer on retainor.
Internet connectivity is about 25% successful... sometimes days (sunny, clear ones!) go by without succe...
Hughes not only is expensive with poor service, they are dishonest. I recently upgraded by service to a new router after being told it would make my lousy response time better. A couple of hundred dollars later I have a new satellite dish, new modem. They left the old satellite dish at the top of my driveway. Unbeknownst to me, they created a second account and kept charging be the first. Double billing. They made it sound like my fault and did not refund my money. I am writing a letter to the FCC. This company should not be allowed to do business.
My complaint to hughes is they fail to let the customer know about f.a.p until the service is installed. I had hughes installed, unaware that I was limited to the amount of downloading I could do in a 24 hr. period. When my computer started to not function thats when I was told about f.a.p, since I do alot of downloading, hughes is not for me. I called to discontinue the service and speaking with a supervisor I explained this to him, and that I thought hughes should have told me about f.a.p before they ever sent the contractor to install the dish. The supervisor told me I should have asked, why would I ask about something I, ve never heard of? If I would have known about f.a.p hughes would have never been to my house! Instead I get a pole that cost me $100.00 because the contrator wants to drill holes in my roof he can, t guarntee won, t leak! And hughes wants to charge me a $400 installation fee if I stop service in the 30 days grace period, the supervisor said hughes would return $200 if I sent back certain items. I think hughes is misleading and decietful by not letting the public know very clearly about f.a.p up front. I, m an honest man an I feel hughes has took my money deceitfully
Sent via e-mail and mail:
July 21, 2008
Mr. Pradman P. Kaul
President and CEO
Hughes Network Systems, LLC
11717 Exploration Lane Germantown, MD, 20876
As a long time customer (Eight Years) it is sad to see the state that Hughes has come to. I have hung in their through Direcpc, Direcway, and Hughes.net, but today I wish I was using some other system. I have both personal and business accounts with Hughes. While I applaud Hughes for trying to keep up with all of the new innovations, the procedures for implementing these changes are very amateurish, and your planners should be fired.
You can verify my accounts through today’s incident report number 2304118. Since I plan on posting this on the various blogs, I will not include additional information. Hughes did a web conversion starting July 18th for your web hosting. In the last six months Hughes has done numerous upgrades, and the implementation has been worst each time. Key data in large contact files has been lost, implementation has been started, but so poorly implemented, that it was abandoned. Hughes boosts about the ability to get e-mails anywhere in the world for travelers like me, so I have store my e-mails on line. I maintain a history of e-mails on your server to preserve them. There are at least five hundred.
But these past few days have been unbelievable. An e-mail came out from [protected]@hughesnetwebservices.com that was three short paragraphs long stating: (1) here is where you go to get your e-mails in the future, (2) we are changing our billing name, (3) here is where all of your old information is, and by the way you have seven days to “retrieve” it from the old server.
In this computer age, is it that hard to write a program to move the old e-mails, and my 300 plus contacts? I contacted your [protected] number for help. Those in India who answered your line did not even have the correct information such as the old or new website. The man that was assisting me tried to help, and was assisting me in the transfers, but it was taking hours. (and I do mean hours) This continued as he worked his way through the files, until his manager told him that he had to stop, as it was my responsibility to transfer the information, even if I had to transfer them one at a time, not in a group as he was doing.
As to the contacts list, there does not seem to be a download feature to enable you to download all at once, and if there is, the instructions are certainly hidden. As a CPA, I would be ashamed of treating my clients this way. As a litigation expert, I also know the value of maintaining these e-mails, so I have no choice but to spend the time to transfer them myself. What has happened to your customer service that you imply is there in your national advertisements.
If I had the time, I would change my business and personal e-mails. As it is I have wasted time trying to figure out the instructions that were provided, and writing this letter. That I took time to tell the CEO of the problem is an indication of how upset I am about this situation. This is one of many implementation problems I have encounter with Hughes in the last six months. If you expect to keep customers, you had better get new planners for you implementations.
Hughesnet---Don't Do It! I've been a customer of this satellite internet provider for five year...
I have been a customer of DirecWay/Hughes Net since they were DirecWay and then changed to Hughes Net. I...
I called and ordered the hughes net 0 upfront plan. I reviewed my bank account after installation and found they charged me 479.00. They said I ordered the plan where you buy the equipment. They lied installers work on sunday and the installer came out and he took advantage of the fact I wasn't there and told my family he couldn't mount the dish on the roof so he charged 125.00 in either check or cash. I am calling my debit card company and disputing this transaction, I am also going to file with the state attorney generals office.
I live out in the country a little ways so I thought my only option was satellite internet... So I bit the...
The service at this company totally stinks. The people that you try to talk with cannot speak good English and they have standard answers. My internet download speed sucks 8 hours out of 24. Of the remaining 16 hours, we sleep approximately 8 so that only give us about 8 hours of what is suppose to be quality service. Every day at 4:00 PM the speed drops from the low to mid 700kbps to the mid to low 80 kbps. It stays this low until new day starts at 12:00 AM. I have called at least 30 times and no help. Then all of a sudden my speed is up and stays up for about a week and then back down.
I have looked else where but the only thing that even comes close to good service is WildBlue. When my speed is low the people that I know that have WildBlue their download speed is 900-1000 kbps. Am looking at this service but have not changed yet. There really ought to be something that we, as a group, could do to get Hughes Network Systems on the carpet for illegal advertisement.
Might as well forget it, don't guess that we stand a chance.
We recently moved to a mountainous, rural area where satellite internet was our only way to get online. I...
It is now 11:30pm. The latest data showing on my HughNet customer usage page is 4pm. There is no hope of properly monitoring your downloads and yet you will be subject to very strict usage policies, one that will not even let you download a file as large as a show on Itunes or an update to your operating system. Daily monitoring of their usage page reveals, on average, a four-hour lag time. This lag time is unacceptable, especially on a tight table of 24-hour usage. Downloading statistics should be updated at least every 15 minutes.
This company behaves unfairly to customers in general. People who are subject to restricted use have a right to monitor their usage in REAL TIME. HughesNet.com creates random rules with harsh punishment. I have written a new slogan for them: HughesNet... it's faster than dial-up, sort-of. Actually, between about 3pm and 12am, it is as slow as dial-up, faster speeds are achieved late night, when you are asleep.
Don't waste your money or time with this company.
There is no download manager for mac / itunes. And there are strict usage policies that will have you on almost constant suspension if you own a mac and sign-up with hughesnet. I am a mac user. I was told this would be no problem when I ordered. I was concerned about of being able to download large files and questioned the salesperson. I was told could get a download manager — no problem — and download large files between 3am and 6am.
There are no download managers for itunes, which is how macs download music and video files. I have called tech support many times. I am regularly on suspension, meaning no access to the internet for 24 hours. This has seriously hurt my business. The hughesnet phone computer keeps me on hold eternally, and hangs up on me regularly. They respond to support emails with useless rhetoric and form letters.
I was tired of dial up as most of the complaints have written about. So I decided to go with hughesnet. Boy was that a mistake. I was at home when the installer put the system in and was at my pc when he fired it up. Took about 30 mins to load everything. Tools ect. So we decided to do a speed test. I had the pro plan, 1 meg down 200 kb up. The test did all of 192 kb down and 8kb up. I said hold on thats not right. Installer said it would get better in an hour or so. Back to surfing the net for an hour or so. With it dropping packets worse than dialup. The hughesnet website would not even come up with in 5 mins.
So I call tech support after the hour or so was up. Some guy I could not even understand tried to help me. I asked to be put on another sat. He said no. No help there we hung up... So I did another speed test 3 hours later (Around 11 pm) it was 200 kb down 12 kb up. I call tech support again. Same thing no help. Was told it is a shared service. I asked this guy so what do you tell the guys paying for the elite plan at 189$ a month for 3 megs down and they get about 300 kb? The tech said the more you pay the faster it is but its still shared. That sounds like fraud to me.
So I stopped payment on the 400$ check, canceled the service after contacting them 4 times in 24 hours I was told no we are not going to do anything to help you get better download speeds. I sent a letter in to the better business bureau. The bbb is still working on the complaint as we speak. I did receive a phone call from hughesnet asking me what happened I told that person the system is junk and it is fraud what you guys are doing. The person said well I checked the records and you never got to executive customer care. I said ya think? Maybe after 4 phone calls and telling the last tech I was going to stop payment on the check canceled my account (Which took about 2 seconds for them to do) maybe one of you executive persons should have called? I got a blank answer to that. I asked what happened to the customer is right policy is it dead and gone? She said no. I said yes it is have a good day.
So now I owe 199$ for something I don't even have. Plus I took the satellite system off my house and took it back to the installer myself. Now they want 300$ from me because I didn't return it. Errm yes I did back to where it came from.
Do not fool with hughesnet unless you have 400$ to throw away.
Hughes net is the worst service company I have ever dealt with in my life. When I just called to complain about my service bill being so high, I was just informed that they have been charging me for two accounts. After speaking to a supervisor, I discovered that it was really my fault you see, because "I" failed to cancel my first account when I upgraded my service to a faster router. Their calls centers are carefully constructed to take you into a complete dead end. I am appalled. Why they have any customers is unfathomable to me.