Some of the worst service I have EVER seen. And I say this having spent years working in the utility...
I wanted high speed internet so I can play online games and brows the internet faster. After getting Hughe...
I need a static IP address to support my VPN back to my home office. I was told I could pay extra for a static IP for which they certainly charged me more. However, the home office does not "see" my "static IP" because hughes net web accelerator software spoofs IP addresses. total failure & totally worthless. after two months of wrestling with this worthless system, I closed the account. they had the gall to bill me $300 for violating a "contract" I have never seen. I asked for a copy of the contract & of course they don't have one. I wrote them a certified letter offering to work things out, but they never responded. Nevertheless, they have turned me over to a collection agency, if you can believe that. they are the biggest bunch of liars & creeps I have ever dealt with. AVOID THEM AT ALL COSTS!!!
I have repeatedly had to call Hughesnet service department to investigate why I had such a poor or no satellite signal (non-weather related).Once your call enters into the technical department you are speaking with someone in India? The answer to my question about signal strength from this person in India was " do you utilize a Google tool bar, if so, remove the Google tool bar. I hung up following his comment and called the service department back, told them what the Technician (India) had said, they apologized and suggested I have a service technician come to my home to fix the problem for a minimum fee of $120.00. The service technician (Guardian Enterprises) never showed up or called to say he couldn't make the appointment. Enough is enough... I'm moving on.
I ordered hughes.net, and was advised thru the sales rep that I needed to sign up for the small business plan for home networking. I had the business equipment installed and the installer never stuck around to see if my speeds were acurate for the plan I was on. I spent over a week for hours at a time with the technical department trying to troubleshoot the speed issue. After a week had passed I get a phone call from a foriegner that says they cannot fix the problem and are closing the case on my problem file. I called and said I wanted my money back for what I paid for and didnt receive. IT WAS A BIG NO. I have fought these folks long enough. I called the bank today and filed a dispute with my credit card for this charge of 450 dollars.
These people are the worst people to deal with. Even corporate which I contacted and still didnt have any resolution. I need all the money back that they took from me.
My Hughesnet system was installed in Sept. 2007. Since then they have replaced the modem twice, under warranty. In April 2008 I once again lost service for 5 days. When I called the service number they said something was wrong with my equipment, and a service man would be sent out, at a cost to me of $125.00, because the warranty had run out. I agreed to this, and when the technician showed up he was the same guy that installed the system.
After trouble shooting i was informed by the tech. that my equipment was operating just fine, and that the Hughes Net Sattelite was not functioning properly way up there in space. He said that the reception problem was NOT MY EQUIPMENT, but the Sattelite 's, and their would be no charge to me for the service call.
Well the was a charge of $125.00 I was told no matter whose fault it was and I had to pay it.
THIS is TOTAL BULL CRAP!~!, and I'm not going to give up until I talk to an American who can give me satisfaction! All I get is a bunch of elephant riders over in India when I call the service number! Now I'm searching for the phone number of their headquarters in Germantown Md. Does anyone have that number??
Same complaints as the myriad of others who have posted about HughesNet. - slow speeds (especially upload) -...
Don't waste your money or time with Hughes.net This is absolutely the worst company I've ever had to deal with. If you have any alternative for Internet, go with it. When I started with them 4 yrs ago it was fine. But they have been adding people to the Satmex 5 and Satmex 6 satellites to the point where there is no bandwidth and no one has any speed. If they tell you to "upgrade" your modem for faster download or upload times, don't believe it. I have the HN7000 and it is worse than the DW6000. Now with their FAP you can't even download music or watch videos or you get turned off for 24 hours.
The most recent "crisis" is their email upgrade which was suppose to take one day. Well now its Tuesday April 29 and we've had no email since Friday. Maybe they outsourced the upgrade to India like they do the customer support. Those people don't have a clue. Now, they are switching back to the old email system. What idiots. I live in Central America and have no choice. If you have a choice of providers...DON'T USE HUGHES.NET ... The only good thing about my service is I deal with c-com, a VAR in Canada and they respond to emails and actually do provide "value added".
How is it that all of us can suffer the same issue with the AWFUL service by Hughes.net and they just keep taking the money out of our pockets?!!!
If the wind blows there is no service (I live in Kansas for God's sake!), if it rains there is no service, if it snows there is no service, if the sun shines a certain way there is no service, if Hughes makes an "Upgrade" (God help us all) there is no service, if a bird flies by and poops...you get my point.
I beg our county government to PLEASE run cable in our rural area...someday I hope they listen.
Ever since Hughes mail "improved my service" over the weekend, I cannot access my e- mail at all.
It either get an invalid request, web page can't be found, , cannot connect to the web server, does not recognize my user name ( I have been using the same name and password for over 2 years, or does not recognize my password. HELP!!!
Just another voice crying in the Wilderness... we have no current alternative to Hughes Net but they are the WORST... if you are fortunate enough to have any other option besides this outfit take it. Hughes Net is one big rip off and they treat their customers like cattle (funny when you think of the fact that customer service is handled out of India!). We are going to see if an internet aircard will serve our needs... at least we will be dealing with real, local people.
I am ALL OVER filing a class action suit against Hughes Net so if anyone is seriously interested in doing so...
I have paid in advance for internet (wireless) services and for the last month and 1/2 I have been unable to access the internet. I am going through a horrible time in my life and have minimal resources. Up to this point of my life I have been able to meet all my bills but at this time, lets say, if I am not going to have the services I paid for I'd rather have this money for other bills.
Due to no alternative for high speed internet upon my relocation to rural New Mexico, I subscribed with...
About 16 or 17 month's ago I had Hugesnet satellite installed Because I can not get DSL and or Cable here in the country. After paying around $500.00+ for the equipment a Young man come to install the system He insisted he could not install the system with out a pole mount and that would be an additional $110.00, This was for the pole and a bag of cement to set the pole in the pole cost $9.00 and the bag of cement cost $6.50 at a local hardware store. I am sure this person was getting payed from Hughesnet now I am in $610.00 and I still don't have High speed internet after an hour or so the system was up and running and I felt I had been Had!!! At $59.00 a month I got terrible up and download speeds at peek times some of the time I could not even get on the net I had kept my Dial up Just in case as I had to use it often. After a wile this so called FPA Had kicked in so I upgraded to the pro plan and was told this would be fast 1.5 down and 200 up all this for only $79.00 a Month thats $80.00 a month for An average of 77 down and 20 up during peek times they have a disclaimer for this too. I recently call about slow speed and got 3 (three) different stories about my slow speed and no help was available and that I was to wait for a call from the next level of support with in 24 to 48 hours. No one called I called back only then did I talk with level 4 this is what they said and some one would call with in 5 work days They called and said they knew there was a problem and the were working on this problem. still have the same problem I would think they have over sold there available bandwidth this has been a total negative experience and I would not recommend this service to any one They have my money and I got terrible service. I will put out the word about this matter as much as I can Hughesnet get your stuff together.
Hughes Satellite has promised a level of service which they consistently can not meet. Continual efforts (c case #'s [protected] and [protected]) to get the services advertised that I pay for have been fruitless. Hughes Satellite advertises the following for the Pro service: With the HughesNet Pro plan, connect to the Internet with maximum download speeds of up to 1.0 Mbps, with typical speeds about 650 Kbps to 750 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 125 Kbps during peak hours.
The majority of time, even when not utilizing the service during peak times, my results have been far below that. Hughes has admitted to a problem that has been unresolved for almost two months. This problem is with their satellite operations. They have not notified customers that this service is impaired and have not offered any type of remuneration unless you are lucky enough to find the telephone number for customer relations in Germantown, Maryland.
The service department is made up predominantly of employees who reside in the country of India and are difficult to understand when attempting to troubleshoot a problem. After repeatedly going through the same troubleshooting procedure and finding nothing wrong on the consumer's end, the customer is switched to the next level of service. This results in a better chance of getting an English speaking representative.
After reviewing the case history(ies), the customer is told that Hughes is aware of the problem and are working on it but that they currently can do nothing about it. No effort is made to offer the customer downtime credit or even apologies for the sorry state of affairs. The customer is left with nowhere to go and a malfunctioning system which cost them $74.00 per month.
Contacting HughesNet customer relations in Germantown, MD and speaking with someone named Camile only confirmed that the problem existed and an offer to pick up the equipment and rebate the hardware costs. Camile indicated that I should be the one to request credit. My feeling is that Hughes should be making the offer without me having to ask. Unfortunately, that's not the only costs that one occurs with setting up HughesNet satellite system.
It may involve cutting down trees, digging ditches to bury the coaxial cable, having an unsightly satellite dish installed (and if it's further than 40 feet from the hook-up site, more unreasonable charges are piled on.
I just committed to extending the service for 24 months based on a "free" upgrade to a more functional modem. At that time, nothing was mentioned about the satellite problem.
This company has a long way to go to correct their many misrepresentations and withholding of information that a consumer should have access to.
I will also be filing a report with the FTC and the FCC along with a letter to my State agencies.
I found out the hard way (running a very small business at home), that even with the professional plan, there...
I was a Hughes customer starting in 2002. I had the usual frustrations, similar to those in other complaints on this site. I had let my contract expire so luckily I was a free agent when this fiasco happened. Even so, the hassle was unbelievable and remains ongoing. Seems to me that between us there may be grounds for a class action suit for pattern and practice of consumer fraud on the part of Hughes.
On October 14, 2007, I accepted an online offer from Hughes Network Systems for an upgrade to my satellite system. They were to ship me a new modem, model #HN7000S, and begin a new level of service upon installation of the modem. I asked them twice when I would be charged for the modem and for the new level of service. Each time I was told that I would be charged when the new modem was installed and working. I signed no contract, nor was I given any verbal conditions or written company policy with regard to my purchase, beyond the information about when I would be charged for the purchase. Hughes told me they would be shipping my modem via the US Postal Service to my home address. They gave me no further shipping details or tracking information.
After three weeks I had still not received the modem, so I called Hughes. They told me the modem had been shipped and that it had been delivered two weeks earlier. They told me that it had been shipped via FedEx and that they knew nothing more and could not help me find the modem. Multiple phone calls later I discovered that the modem had been shipped via FedEx Ground, not FedEx. FedEx Ground confirmed that the modem had been delivered, but to an address that was not mine, and that it had been signed for by someone I had never heard of. I searched for the address and eventually found the modem, which had been delivered to a local business. I finally got the modem on Nov. 1, 2007. Because I was scheduled for surgery on Nov. 7, I did not contact Hughes or attempt to connect the new modem until November 14, 2007. I subsequently discovered that Hughes had charged my credit card for the modem and the first month of the upgraded service on November 11, 2007, three days before I contacted them for help in installing the modem.
On November 14, 2007 I began connecting the modem. When I needed help I called Hughes Tech support at [protected]. I spoke with Mary in India who was courteous but totally unable to help me complete the installation. In fact when I had gone through the steps she asked me to and clicked on the Swap button on the Hughes website, the new modem failed to install. Mary was unable to help me further, other than to inform me that I could not go back to using my old modem and thus would have no internet service at all until a way was found to install the new modem. Mary told me I had to call the Hughes Advanced Tech Support Center (Tech Support) at [protected], and issued me a PIN number which would allow me to talk with someone there, since otherwise calls to that number are refused. I made the call. I spoke with Steven and with John who were also unable to help me with the installation. After at least an hour on the phone, John told me that it would be impossible to install the new modem and that they would have to send me a new one. He confirmed that in the meantime I would have no internet access. He said they would ship the new modem within 5-7 days. Words cannot describe my frustration by this point.
Later that day I called Tech Support again, hoping to get a more satisfactory level of assistance. I spoke with Astrid. Astrid told me that the previous Tech Support personnel had not been as helpful as they could have been. She gave me a dialup account number so that I could get online. She also assured me that the modem would be shipped the next day, and that I could call the shipping department in the morning to obtain shipping and tracking information. Unfortunately, the dialup number given me was useless. Numerous attempts failed to connect to the server. Yet another call to Tech Support got me more dialup numbers to try. They too were useless. When I called the shipping department the next morning, November 15, the woman I spoke to laughed. She said 'Honey, I don't know who you were talking to. It will be days before we have any information on that shipment.'
Again I called Tech Support, attempting to get a straight story about the replacement modem; when it would be shipped, who the carrier would be, and what the tracking information was. I spoke with several individuals. I was finally told that no one knew when the modem would be shipped; that no one knew how it would be shipped, and that it was impossible to connect me with anyone who could tell me any of this information, despite what Astrid had told me.
During the following 6 days I called Hughes repeatedly, both Tech Support and Shipping, trying to find out when and if the new modem had been shipped. I was shuffled around in circles between Tech Support and Shipping and given no useful information. I asked to speak with their Customer Relation Department and was told that they could not connect me, nor could they give me a phone number or email address so that I could contact them myself. My efforts to get this information were met with indifference and I was rudely dismissed. On November 23, 2007 I checked my credit card account and discovered that Hughes had charged my account on November 11, 2007 for the price of the new modem and for one month of a new service plan even though at the time of that charge I had neither installed the new modem nor gotten the service upgrade. I immediately called Hughes and told them to cancel my account due to my having no internet access, no new modem, their inability to help me, their incompetence, their total lack of cooperation in resolving the problems, and especially because they had violated their agreement, and charged me for the equipment and service upgrade before any attempt had been made to install them. Tech Support told me I had to speak to the Billing Dept about this.
I called the Hughes Billing Dept, asked them to cancel my account and to refund the charges to my account. They said they would cancel my account, but that I had to speak to a supervisor about a refund, and transferred me to Mike. Mike refused to credit my account for the November 11 charges. He told me that it was company policy that I had to try to install the second new modem, which I still had not received, and that they would only refund my money if that second modem could not be installed. Whether I cancelled my account or not, my money would not be refunded unless I followed their policy. He insisted that neither he nor I had any choice but to follow the Hughes policy and that there was nothing further he could do. I asked him to connect me with the Hughes Customer Relations Department. As had Tech Support, he said he could not and that neither could he give phone or email contact information for Customer Relations. He said he did not have the information and that my only recourse was to write them. I expressed extreme disbelief that he had no way to contact Customer Relations. After some time he admitted to me that he had the information but would lose his job if he gave it to me!!
On November 24, 2007, the new replacement modem arrived. I shipped it back to Hughes, unopened. On November 26, 2007 I called Hughes to be sure that my account had been cancelled. It had not, despite earlier assurances. I again requested that they cancel my account and they did so.
On November 26, 2007, I called Bank of America with whom I have a Visa account. I explained the situation to them and asked them to put the charges ($204.05) into dispute. They did so. On December 13, 2007 I received a letter from Bank of America acknowledging the legitimacy of my complaint and notifying me that the disputed charge was removed from my account. They further told me that they considered the matter resolved and that only if t he merchant supplied information proving that the charge was valid would the account be rebilled. Hughes offered no such proof and no rebuttal to my complaint. On December 21, 2007, Hughes wrote to me requesting payment of the disputed amount. I called Bank of America. They told me that I should ignore the letter from Hughes. On February 7, 2008, a collection agency called my residence attempting to collect the disputed charges, so this is far from resolved.
I feel that Hughes has shown itself to be unethical and willing to make fraudulent charges at the expense of its customers. Any help would be much appreciated.
HughesNet continues with its come-on, "Up to 2.5 Mbps" and "High Speed Internet" while in reality, the speeds for download and upload range around 0.5 Mbps for download, and not much more than 0.01 Mbps upload. I understand the upload difficulties, but they shouldn't be able to practice false advertising and get away with it.
I've posted two diatribes regarding the horrors of Hughes Net. I've also read many of the...