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...
Hugesnet internet service has to be the most overblown advertisement in the history of ad-copy. Total mis-representation. High speed internet? Not on a clear day in hell. This service takes real time off of your lifecycle just waiting for a page to load.
You get a two year contract, a never explained "Fair Access Policy" at a high price for what on almost every occasion amounts to a 28k modem, and less.
Service is fair, even when you can get off hold. At the 81.00 per month, install plus equipment. One would expect to have "Highspeed Internet". False advertisement is what Hughesnet offers. I watched an ad on TV for Hugesnet the other night. All smoke and mirrors.
Anyone wishing to form a class action suit against these bandits of the internet, count me in.
We called for a new installation scheduled on 6/11/2007. The assigned installer's scheduler (his wife) called to see if we wanted it done early and scheduled it to be on 5/31/2007 because he had to be in Sonoita, AZ that morning for another install. My husband and the woman spoke only long enough for him to agree and to tell her to have the installer call me to make sure I could be there because he (my husband) couldn't. My husband told her we wanted it on the back of the house on the roof. She (the installer company) said that would be fine. The day of 5/31/07, the installer phoned me on my way to work and I explained I couldn't be there until 10am, which he said would be fine. When I got there, he had installed the dish on the side of my home where we plan on putting a porch and within head-walking distance. I was shocked because the dish was on the house and shocked because he was inside my home, which we hadn't even moved into yet. The builder had sent contractors over to work on the water faucets and the Hughesnet guy just invited his dirty shoes into my den to setup his computer! When I told him that wasn't where we wanted, he got huffy, said he didn't have time to fix it and would have to come back (had another install the other side of Tucson he was in a hurry for) and took it down, leaving black tar stuff on my home, big ugly holes, and tore the wood siding (it's a modular home). He was rude, unprofessional, and I tried to explain that I understood his position but that he didn't have the customer's requirements before he began the install, like he should have done. Since then, HughesNet gave me a priority number to call, which is only good with a PIN that they give out every two weeks. I'm subject to emailing a representative, who is nice, but you can tell has a caseload because she never remembers my story. They have offered to refund $320 to our credit card on file, but what we really want is for them to issue payment to the builder to have a contractor fix the siding properly. We dont' want to have to deal with doing it ourself! Oh, forgot to mention that when that guy left, I called HughesNet and told them we didn't want him to finish the install and they sent a better installer who put it it on a polemount in my backyard and we've been mostly happy, just not with knowing we have damage to our home that HughesNet ignores. Has never even sent an adjuster to look at it. They are too big, corporation wise, to take care of the customer, who is driven to being taken care of by contractors who will repeately make mistakes because HughesNet doesn't solve them and get rid of the bad contractor. As a computer technical professional manager, I would never hire someone like the guy that did our first install. He was in a hurry to get a job done so he could get home that day. Probably gets paid by the install and not reimbursed for mileage. Never should have started without the customer onsite and without discussing where it would be installed.
The little lady on the commercial that arrogantly tells hughesnet users "your welcome" was the final straw. ...
We've been customers with Hughesnet (formerly Direcway) since January 2002 and have been paying $59.99 a month up until January 2008, which is when we upgraded to their $79.99 "Pro Plus" Program. The benefit we looked forward to was having a MUCH faster internet connection (that is if it isn't raining, snowing, foggy or the wind is blowing the wrong way). NO ONE mentioned their "Fair Use Policy" where we can ONLY download 425MG (which is NOTHING--Hughesnet is living in the dark ages!)or they will turn that on and it slows your internet access to DIAL UP speed. You then have to set your alarm clock to wake up at 3am to download any size file you want (and they give you until 6am to finish) even if you are in violation of the Fair Use Policy. Now I can understand if they want to limit downloading of large files, but there is NO reason why our basic internet access that we use to surf slows down to dial up speed for 24 HOURS before they turn it back to normal. That is NOT fair!! What are we paying for!?!
Because we live in an isolated area that doesn't get cable or DSL, they have use held captive. We are moving and when we do, you can be sure that there is NOOO way we will use Hughesnet again!!
The other problem with Hughesnet is that they outsource their Customer Service in the late afternoon's and throughout the night overseas!! They are taking away American's jobs and paying the people in India (and other countries) a fraction of the cost it would be to pay an American. I've worked in the corporate World for many years and understand that outsourcing is a wonderful way to save money and add profit to the bottom line. What I don't understand is why they have to use people who can barely speak English, couldn't solve a problem for you if they had 10 people helping them and are flat out useless when you have a problem. If you happen to call during the day, then you'll get an American and I've never had problems with their knowledge or service, they are great.
People need to know what this company is doing (or should I say not doing) for their customers and it needs to change IMMEDIATELY!!
I just recently found out about the 200MB download limit. This is an outrage because it happened when I tried to download a paid for and licensed copy of Microsoft Office Ultimate 2007, which is a 500MB file. I figured it out when the file download didn't work and I was only running at about 6 Kbps. Yes, I said 6, and it has been this way for 24 hours. I can conveniently, however, download whatever I want between the hours of 3-6AM Eastern time. I talked to 5 people, all of which could hardly explain anything to me due to lack of ability to speak fluent English, and I am now sitting here hoping that my download will actually work at the allowed times. Oh, by the way, good luck getting any type of manager or supervisor on the phone. Apparently nobody runs this company. I am looking for a way to get out of this contract for this pitiful and unreliable service. Any suggestions, feel free to email me at [protected]@bigfoot.spokane.edu
Hugesnet (formerly Direcway) implemented a 'Fair Access policy' (FAP) which does not allow for the daily download bandwidth paid for by the service plains. This is because there is a 24hour penalty after the threshold for a day is reached.
If at 11:59pm I go 1 byte over the 200MB in my contract they will limit speed to below dialup speed for 24 hours after (not the 1 minute for the rest of the day or until the usage is back on track). This makes the 2 day average of broadband access 201MB or 100.5MB/day, not the 200MB/day that I pay for.
This is NOT indicated on the page with the list of plains and allowed daily usage. You need to click to another page to read about the 24hour restricted usage.
Hughes net advertises:
"With HughesNet®, your super-fast, always-on, satellite Internet access is ready when you are—no dialing in, no waiting and no tied-up phone lines. You can download files in seconds, check email instantly and surf faster than you ever imagined." What they don't say is that you only have a fraction of an hour at their advertised download speeds a day. The 'always-on' is 'always-on' unless you want to use more than an hour a day of boradband such as video.
The FAP page then goes on to say you CANNOT do broadband applications without being unfair!?!
I just tried to read the fair access policy on the page with the descriptions of the residential plains an found I need to log in! That is, there is no way for a person who is not a subscriber to know about the 24 hour restriction AFTER they daily limit is reached even if it is at the end of the day. Below is a list from this document of what is NOT considered to be fair use:
1. Full-length movie downloads
2. Peer-to-peer (P2P) file sharing programs such as Napster, Kazaa or LimeWire
3. Continuous downloading or viewing streaming media content such as audio or video programming
4. Hosting of server devices such as email, FTP or Web servers
5. Hosting computer applications such as Web camera feeds
6. Automated computer to computer connections used for archiving of local computer content
7. Extensive downloading of Usenet Newsgroups (NNTP)
8. Use of BitTorrent applications
9. Simultaneous file downloads
10. Downloading large files (i.e., file sizes that are close in size to the download threshold of your service plan)
Note that all of the services above are considered boradband. I don't believe Hughes net can advertise always on broadband, have a system that will work at advertised speed for under an hour and then indicate that the above broadband activities are not allowed. After all that, they violate the terms of their advertised plains by limiting service the day AFTER a violation occurs to not be boradband either.
I have had Directway then now Hughes.net. I am constantly getting FAP'ed even though no one was home...
Hughesnet FAP is outlandish and I feel probably illegal. How can you tell me you are going to sell me HIGH SPEED INTERNET then pull me under dialup speeds yet still charge me 60 dollars a month. These people think they can do what they want and nobody will do anything about it but pay them even more money to stay above the FAP. If anybody knows about a class action suit that is started already or are willing to start one with me feel free to send me an e-mail. I'm telling you each and every one of us is going to have to stand against this bs or we will have no option for highspeed internet depending on where we live at. The one option we have is unacceptable and the providers of it are criminals at least in my eyes. If everyone sues them at once and even if losing the suit vows on petitions to drop their service putting them out of buisness they will get rid of their FAP and do the responsible thing and provide more bandwidth.
Here we are in a rural area without city services and no chance of having broadband cable with Warner like we...
Unbelievable incompetence in addressing the most basic ISP service. Extensive waiting, inefficient routing without ability to transfer. Expect to invest a couple of hours with the computer illiterate staff. Seriously laughable. If there is any other choice in the universe, make it.
I got Hughesnet because it's the only thing available besides dialup. But now I am wondering if I should have just went with dial up anyway. It would have been a lot cheaper. I don't know how they get away with charging so much for crappy internet service. I keep hoping that DSL will be available soon here. I know I'll end up having to pay to get out of my contract, but it will be worth it. To anyone looking for high speed internet, don't look to Hughesnet, because you won't get it.
A complete scam. If you have HughesNet, drop them. If you are considering HughesNet, dont ! The only way to fight them is to hit thier pocketbook. I cant hurt them much by myself, but if we as consumers stick together and cost them money, they will change policys. If you continue to let them scam you with thier lies and BS restrictions, they will be happy to do it.
I am not the type of person to just let someone rip me off and get away with it. By the first of the year, I should have all my ducks in a row and then its bye bye Hughes !!!!
I have now been on the phone for over 2 hours with several different people. All I want to do is get out of my horrible service with HughesNet! I have never been treated so poorly! Usually I'm a big pushover, so when I wasn't able to understand any of the technical support people, I felt like I shouldn't complain. Today I've finally complained, and have found out just how rude and unhelpful these people really are.
This internet system is slow, and often unavailable. It has cost me a fortune, and I would have to pay 500 bucks to get out of it. DSL is finally out my way, but unfortunately I'm stuck with these awful HughesNet people. I assume they make everything as difficult as possible on their customers so that we give up and feel like our only option is to continue with their service. I wish I could sue them for breach of contract to get out of it! Or participate in a class action suit of some sort. They bully decent people like me and take our hard earned money, and they should not get away with it.
I submitted a complaint earlier but not sure if it got posted. I have been with HughesNet back when it wa...
I have been with HughesNet when it was called direcpc and all you got was the download side, no upload. Since then the service has went down hill fast. FAP use to last only a few hours and now it last for 24hrs. (what a joke) I live in a rural area and my only isp other than phoneline is Hughes. I am thinking about going back to phoneline and just rent DVD's and buy music CDs If anyone knows of a better isp please email me. Good luck everyone.
I pay $60 a month for SLOW internet service. Also not ALLOWED to do downloads or Hughes Net WILL shut your internet service OFF for 24 hrs. I can pay $25 a month 4 cable internet which is 100 TIMES FASTER. We paid $600 for the equipment that IS faulty. The CUSTOMER SERVICE hardly speaks English & does not give HELP at all! If you sign up with Hughes Net your are waisting thousands of dollars and SLOW internet service with very limited capabilities! Don't buy into Hughes Net. Its a waist of TIME & MONEY!
I have had Hughes (Direcway) for several years. I also am tired of calling for service and having to hang up...