I have been a stupid customer of first direcway and now hughesnet when I moved in february 07. I was hoping I didn't need it, but since i'm rural, I still did. It is the worst possible service in the history of the internet - they never tell you about their "fair access policy" until you go over your limit and your connection speed degrades to below dial-up. I go over the limit because my computer sometimes downloads system software - which exceeds their max. If you complain, you get told its your fault, and their is nothing you can do for 24 hours. I did just get told that there is now no limit if you download between 3and6am est!
Hughesnet is a rip-off. 4-6 times the price of dsl or dial-up. They have us without other options at their own will, they make up rules as they go along, without any notice and without any option to their customers to back out because of their service. If you are unhappy with their service - tough - you were stupid enough to get sucked into their false advertising and high-speed promises!
I can not wait for dsl to make it to me, my hughesnet dish will be on the curb as soon as possible. If you are thinking about getting hughesnet - don't unless you are like me and need it for your job, because dial-up just won't work. Its not worth the expense!!
I have been waiting for over 8 weeks for a credit. I followed there RMA procedures to a "T". They would not even talk to me about until the 8 weeks have passed. They have the WORST customer service I have EVER dealt with.
My husband, David Moorman, passed away July 15 after a heart attack on July 14. He was a Hughes.net subsriber. Even after I submitted the death certificate which stated he died on July 15, 2007, I had to pay another month to Hughes in order to close Dave's VISA acct. I find it appalling, unethical, and every other unprintable word to charge for a service to someone who is dead. On top of grieving, managing our children, taking care of business, I got this from Hughes.net. They said I had to pay another month because it took me 4 weeks to FAX the death certificate. I did make the call 2 weeks after Dave died. Even though they got the certificate, they still charged me because it is their policy. I will tell everyone I know to never use Highes.net for anyhting. You make money off of poeple who are unable to use the Internet because they are already dead and gone. This is morally wrong, and frankly, they owe me money. Sincerely, Christine Ferrero
Ever since Hughes.Net offered to upgrade my system for a commitment of an additional 15 months on the service...
We have had hughes.net since directway as well as direcway TV. The TV service has been dropped but as for the ISP its was all that was available for us. (A all to exploitable situation of a mjority of its customers) Well thats no longer the case amen.
The weather interruptions, the iced up dish and the year round garden hose fix are gone. But the service never provided anything near what was advertised. It is not even twice as fast as dial up and uploads... That it is advertised as high speed alone is proof enough of theft.
The technical support has a uncanny way of securing its own, and the customer suffers the consequences of this. They nuke your browser and let you find your way back to the servers or call tech support most all other isp leave a notice that such has accorded.
This off shore corporation "American INC." IS VERY DEFENSIVE. This complaint is being type up on a computer that is not currently connected to hughes.net. Last year about this time if I were to try and type or surf to any kind of consumer sites the page would not load or the browser would crash. It took several system recovery's and weeks to finally get to the Federal Communication site and form which upon being half completed the browser crashed that is how well they track their customers as they keep an identical copy of your machine on their servers. Unfortunately for Hughes.net the next day. The first thing on the Feds site that loaded was my uncompleted form and miraculously I was able to finish and send it with notice of reception. The first of which I was able to do well being a disgruntled customer! A little over a year and a half!
Immediately after this form was filled out the service went from being deviant to some what usable. They harass and sabotage their disgruntled customers like no other using allowing groups of their "loyal customers" and technical support to do it. They obviously make quite a bit of money out of dropped services with their 15 months "free sabotage" plan. I can not even keep track of the software that they figure is not secure enough for their service as you would never be notified it just would not load or work correctly.
The installer loaded a "pocket" disk into all the involved computers on the network which the ADMIN comp ran 45 minutes! Come to find out there was no need to install any software and resulting keylogging and root kits were dealt with for over 3 years, these programs had Dell stumped for over a year and the computer is pretty much useless today. If you were to have to log in for any reason , account info, e-mail you eventually lost control of the computer and the techs would nuke your machine with no notice or the hack would do it to.
If its all you got . You have my sympathy. If not the only people they really answer to they will keep you from communicating with their that bad, their illegal.
We had Hughes for about 7 years (started as Direcway). They SUCK! First of all, anytime you have a problem...
Hughes Net stinks - their customer service is terrible. I have had to fax a copy of my checks 3 times to prove that they received my payment and cashed the check. I upgraded to the DW7000 over a year ago and have not seen very much difference from the old DW6000. If there was DSL where I live I would tell them to kiss where the sun don't shine!
My e-mail has been down 3 days now and all they can tell me is it is going to be fixed in about one hour - BULL! I work from home and am losing business, because I have to accept orders within 24 hours or they get sent to someone else. I asked if they were going to give discounts on the lose of service and the tech's comment was that there were too many people without the e-mail service, and that they would no be giving any discounts on the bill.
AT&T IS NOW OFFERING SATELLITE SERVICE!!! - I think it is just a little bit more on the month, but it will probably be worth it to get rid of THE STINKING HUGHESNET.
Accept some wisdom. This service is horrible. I live in a remote area where there is no other internet...
I am so fed up with Hughes.net. First of all I am constantly needing to reboot my modem after a few hours of...
The company I work for has been using Hughes Net for a few years (unfortunately for us). They recently started charging us $5.00 a month for an invoice. They shut off our service due to non payment. The funny part is we never received an invoice. When I called Hughes Net they stated we can no longer receive invoices by mail we have to register with Hughes Net online and download our bill that way. But we still have to pay the $5.00 invoice charge. Explain that one. If they are even only choice for service don't use the internet. It's not worth it.
I've read up on all the complaints posted by consumers on hughesnet, direcway and so forth and I just want to put my two cents in.
First off, I live in the armpit of Arkansas, down in a valley, next to a lake. DSL comes within five miles of our house but they won't extend it into our subdivision. Having been made to feel like a hobbit living under the grassy knoll, I tried dial-up. Unfortunately, the phone lines in my area were supplied within six months of the invention of the telephone, hence they are only slightly less useful than Morse code when it comes to telecommunication.
I lost my $65K job in January of 2005, one month after buying the house, so as you can imagine we were pretty much in deep doo-doo. I had to find work fast and I had worked as a medical transcriptionist at home in the past so I looked into that. Everything was gravy except no dial-up. You had to have broadband.
So my fun began at direct way. The installation cost $650, which I had to borrow from my mother, plus another $150 for something, I can't remember now, and it ended up being a sum total of over $700 charged to her credit card (which of course I paid back). The service was $59.99 a month but I was promised better than dial-up speeds.
Okay, first things first, they had to move the dish within six months because the ### who installed it didn't realize it will not broadcast through a mass of pine trees. They did not caulk the holes in the roof of my house so now the roof leaks, something of which we were not aware until after a heavy rain in 2006 and the ceiling caved in. They won't take responsibility for it, so we're just out of luck there.
So now they've made more holes in the roof of a two-story house, angled the dish appropriately so that there are no trees in the immediate range, and we're good to go, right?
Wrong. If a flock of birds flies between the dish and the selected satellite we're out of service for at least ten minutes. One cloud, one lousy cloud and we might as well hang it up. God forbid that it should rain, snow, mist, hail, sleet or the humidity increases.
Alrighty, so I lived with that crap, not being able to connect to my $59.99 per month internet at least 35% of the time, for a year. I was frustrated but at least I was working.
Then the 7000 upgrade came out and I could get the equipment for nothing. Woo hoo. I could live with that. So I called, asked for the upgrade, got it, installed it (using the power cord from the 6000) and voila - my service turned to crap within two weeks.
I unfortunately sold the 6000 on ebay so I don't have it anymore or I'd hook that back up.
All this time I really thought the equipment was bad, or I was an idiot, but come to find out it hasn't been the equipment or me all this time. It's been the FAP!!! Fair Access Policy, which limits daily downloads to 200 mb. Just saying that out loud gives me a wave of nausea. 200 mb a day for $59.99 a month.
We are also wedding photographers. I require a bit of bandwidth to upload web albums and the like, they aren't huge mind you, really very reasonable flash files, but I do require that from time to time.
I went for two days without internet in the last week just to "cycle" the system and allow me to have faster speeds for the weekend. Technical support told me a week ago that between the hours of 3 a.m. and 6 a.m. EST that I could download anything I wanted. He said "that'd be 4 a.m. to 7 a.m. your time. I didn't pay any attention but before I could blink again had my windows automatic updates set to 5 a.m. so I could avoid using my pittance of 200 mb a day.
So I'm thinking yay me, hughesnet is actually trying to help.
I live in CST. He was mistaken. He should have said 2 a.m. to 5 a.m. for me. I used up all my 200 mb allowance and was shut down again for OVER 24 hours this time. The next day, oddly enough, same thing.
I've already reported them to the BBB of Arkansas, the Attorney General's office of Arkansas and am thinking of finding some other regulatory agency to gripe at. I understand their frustration but they need to sell monthly GB packages. If you overuse, you pay packages. Something like that.
Everyone on hughesnet, give me a holler. I think we need to get up a gang and lynch them!
p.s. I'm using NetZero to post this as my hughesnet is down AGAIN.
For nearly 6 yrs I've had HughesNet (HN). Upload speed usually worse than dialup. Made upgrades HN suggested several times at additional cost, w / out improvement. Last upgrade, on 10/09/07 no improvement. Their install tech diagnosed the dish, not the modem, as needing to be upgraded to 2 Watt. On 10/15/2007 their tech installed the new dish. Charged 2X for the modem plus additional for the dish. Total charge about $1,1000. No refund given for duplicate modem, HN would not take return. On 05/23/2007, HN locked out service for overuse of band with previous evening, but no equipment was online. Argued with HN for 3.5 hrs. Contacted HN via online chat. Canceled HN service. went with Frontier DSL. Assured by HN that no further charges would be made. HN has continued to bill me. Charging my credit card $99.99 on 05/31/07. Spent 1 hr arguing with CS on the phone. Told that I had 2 accounts with HN. That they deactivated my inactive acct. They said shame on me, and that I would be charged another $300.00 for early deactivation of my "new" account, as they set new account when they sent me the upgraded dish. Asked for supervisor, another 1/2 hr later still on hold, no supervisor. I've contacting Credit Card company for dispute and am filing a formal complaint with TN Department of Consumer Affairs.
I started with Direcway and they sold to Hughes.net. Since that time the service has been horrible. I wa...
HughesNet client for 1 year now. I am a WISP Operator (Wireless Internet Service Provider).
When I first elected to utilize HughesNet at our NOC (Network Operations Center) HNS's service was not pitted against SkyBlue SISP (Satellite Internet Service Provider) in a competitive selling frenzy of a very finite resource which Hughes refuses to supplement.
In the last 6 months since HughesNet began going toe-to-toe with SkyBlue- and from then on HNS service to it's customers began to degrade on a daily basis.
At our NOC we have three .98meter commercial based systems from HughesNet, each site was originally contracted to provide 2MB/512Kbps Upstream/Downstream bandwidth. As of the last 3 weeks two of my VSAT's can barely provide a downstream speed of 700Kbps, a far cry from 2MB!
Since HNS began its competition against SkyBlue the FAP (Fair Access Policy) has undergone extensive hacking- not at all what I originally contracted for in the beginning. Not to mention that the network is extremely oversold in it's present condition. NOW according to HNS's FAP that has been radically re-authored states that HNS only has to provide UP TO 2MB downstream and UP TO 500Kbps upstream. YES, HNS changed their bandwidth provision in between FAP re-writes from 2MB/512 to 2MB/500. I don't recall receiving an addendum to my HNS contract which I had to sign agreeing to the new conditions! How on earth can I be held accountable when HNS refuses to be held accountable itself?
Last week while on the phone with HNS customer support I asked the valid question of how little did HNS have to provide? The rep informed me that the downstream speed could drop to as low as 500Kbps and the upstream speed would likely see 38Kbps.
Rather than throw a few OC3 connections onto an already overburdened system HNS elected to punish its clients with a newly revised FAP. In the days of DirecWay the FAP would throttle a user to a 1/3 of dialup (18Kbps) for 6-12 hours once he/she reached the allotted bandwidth transfer of 200MB.
Now that HughesNet has stepped in over DirecWay the FAP is really ugly! Now once a user reaches his/her bandwidth allotment of 200MB your account is throttled to 0Kbps for up to 24 hours, not a lick of bandwidth will come through your pipeline under this condition. This is not fitting into the scheme of things for my business as I am in the business of providing reliable connections wirelessly to my clients, except when HNS decides to FAP my system that is!
With 3 "Small Business" packages including 3 public IP blocks my company pays HNS roughly $750 for services monthly.
Just this morning I canceled service from 2 of the three HNS systems as I am going to deploy a fiber connected back-haul from Temecula to Anza where our NOC is.
When asked why I am cancelling, my replies to the HNS rep were:
* The two earthstations I ordered decommissioned this morning failed to be externally ping-able over 70% of the time therefore making access to my portals for wireless clients to log onto the Internet impossible most times.
* Extremely poor downstream speed, lately when I run bandwidth tests I am lucky to see 720.4Kbps.
* By depending on HughesNet as my primary bandwidth provider is hurting my business in a very bad way!
As I was informed by the rep at HNS that I would be penalized $300 early service termination fees for each of the two HNS systems I had decommissioned totaling $600! I informed the rep that I would not pay that fee as I am being punished for jumping ship from a provider that can't provide a dependable connection and it was hurting my business.
My question is how can I defete HNS and their $600 charge they claim they will send to HARD COLLECTIONS!
This is literally insane!
I mean come on folks, if I can't provide a usable service to you- how do I justify monetarily penalizing my client when he/she cancels service due to my failure to provide said services?
Also might I suggest what an un-named HNS billing department employee strongly suggested to forum users at www.broadbandreports.com to do... Get your credit card off of the payment system at HNS IMMEDIATELY! Call in and tell them you want to be placed onto Invoice Billing, it will cost you $5 a month more for this service, but is a far cry better than trying to get HNS to refund money to your credit card after and erroneous charge has been placed on it as this regularly does happen. Just call once a month and ask to pay by check to ensure service continuance.
One client mentioned by the HNS billing rep was steaming mad when he saw a $500 charge for service from HNS, not so bad you say huh? This person didn't even know who HNS was let alone own a HughesNet system to attain SISP from!
Since Direcway became Hughesnet.com I have nothing but complaints to the company. Couldn't get on line, Couldn't send mail, dial-up speed. I even tried up-grading to new, faster router and pro service plan $20 more a month and I get freeze ups and slowest speed I ever had. I won't pay $69 a mon. for dial-up I can get for $10 a mon. I am changing services, however I live in a village of 350 people and only another satellite will be available I am going to try Wild Blue. Wish me luck.
My old email address was able to come in (jetstreamwireless) and so my email is receiving over 5,000 spam emails. Please stop them.
Every time I have an issue with Hughes (formerly Direcway) it takes hours upon hours to resolve it. The latest debacle came when I chose to upgrade to their new, faster modem. It arrived on May 1st and after following the installation directions and achieving failure, I called customer service. Well, after spending 10 minutes in voice mail hell, I finally got to the right person to help me install my new modem - or so I thought. After an hour and a half, "Abby" (not his real name - unfortunately, a person located in India) said he had to transfer me to advanced support (which is usually what happens when I have a problem - which I find to be a Godsend as the advanced support people are typically located in the US). Well guess what, I got disconnected and had to start all over again. After another trip through voice mail hell, I got "Neal". After repeating most everything I had discussed with Abby, I received another case number and he was able to transfer me to "Frappel" in advanced customer service. Well, after another hour with Frappel, it was decided that the modem that was shipped to me wasn't functioning, so he would arrange for a new modem to be shipped to my home.
Well, it arrived today. I read the paperwork and Hughes was actually going to charge me to send the non-functioning modem back! I blew my wig. After an hour of trying to get this situation resolved, while on the phone with "Rachel" (not her real name - a strong Indian accent), it was discovered that Hughes sent me a DW 7000 model (the version I currently own) not the HS 7000 model so now I have two modems to ship back. It took Rachel a few minutes to understand what I was saying and another ten to get another $20 credit to ship the second modem (which I have no use for) back. She said she would connect me to the department that would send me the correct HS 7000 model modem.
Well, I spoke with Brandy. I had to explain my entire situation again, another ten minutes and then she said she couldn't help me - wrong department. She then transferred me to someone who seemed miffed that I wanted to know his name. I explained what I needed and he said he would get the HN 7000 to me.
I am so sick and tired of dealing with the ineptitude of Hughes. If I wasn't in a situation to have satellite, I'd definitely dump them. They have no customer service. I've spent 5 hours this week trying to upgrade and am still in the same place I was when I started. If I could bill them my hourly rate, I'd be way ahead of the game. And they don't care how much time you need to spend on resolving their problems.
I can't wait to see what happens next week when I get my HS 7000 (hopefully). And now I have to make a trip to mail both of these modems back.
I've been a customer of Direcway and Hughes for 5 years now. Everything was fine before Hughes took...
Under hughes nets new FAP policy when you exceed (even though they seem to count with bigger numbers) your basic allowance, under their new policy they virtually shut you down for 24 hours. And by shut you down I mean way down. Even though they say your speeds will be reduced, I call reduced to 15 KB down to be atrocious to say the least.
The biggest rip off in the industry and furthermore you cannot talk to anyone about it, their tech support is a nightmare and letters to their corporate headquarters go completely ignored, never even an acknowledgment.
You escalate your complaint thru three or four techs who can't understand your problem and you ger some sort of third or higher lever tech who very rudely tells you that is the way it is and refuses to explain or elaborate.
Basically you can do nothing but pay their bill. I have been using four different speed analyzer programs since last October on HughesNet, one of the four is theirs. All four of them run back to back report within 2 or less percent of each other. HughesNet over the seven months I have been on have shown speeds in the 7 to 900 kb down at 6 AM to Noon then it starts a stead slide down to where from 7 to midnight you are lucky to exceed 90 kb down and sometimes as low as 6 kb down. This is consistent and has been every day for all of these seven months. But if you pose this to a tech they tell you bah humbug and writing corporate is a non-starter.
Check out the new Hughesnet "Fair Access Policy". If you use too much bandwidth than your plan allows, they...