We had decided to go with this company boy was this a mistake! We have had the service for about 8 or 9...
Several years back we set up with 'Direcway', which is now 'Hughes.net' and they sent out a local company to install the exterior hardware (and interior hardware which is fine), the dish and parts... and... yesterday it fell from the very bottom of the pole!!! This is galvanized metal but they installed it improperly by NOT using cement at the base! Now when i called to get this replaced they told me it would be at my expense! What kind of an operation is this that they do not stand behind the subcontractors they send out who do inferior work?
Needless to say... What can we do about this?
Jack & Donna Cornell
We are located in the Stratford, Oklahoma area
I've had Hughes Satellite Broadband since August 2005. I thought I would have faster connections and downloads. Not so. The connection speed is terrible. I wait and wait, usually my request is timed out. Have I called tech support? Yes, many times, and it usually improves for a bit. However they always bill on time.
I am getting only 60% of signal strength and I have a neighbor that is getting 85%. I would like my dish readjusted for more strength. When I have asked about this before I was told that that is good in my area. I have other friends that say not to believe this and report it again. I would really like high speed. Right now it is just as bad as my old dial-up.
Since hughes bought direcway my download speeds have fluctuated between good (1,000 + KBPS) to "worse than...
HughesNet is undoubtedly the world leader in Internet Access Rip-OFF !!!
Well since I transferred from southern California to somewhat of a remote location (the bowels of Mississippi) I was forced to find alternate means of internet access. Having to settle for satellite TV (Direct TV) due to lack of cable access anywhere outside of city limits I was confronted with numerous advertisements about HughesNet's (formerly Direct Way) blazing fast internet service. So assuring their advertisement dollars were not wasted I gave them a call. I completely explained my situation of having at least six computers on my local network at all times and needing to be able to VPN into my company in CA at a moments notice and to host test web sites. Their customer service rep was all to eager to tell me why I needed the business internet package and all the reasons why their product is superior and they promise a 30 day no risk trial period. If I was unhappy for any reason within the 30 day period just call and cancel and all I needed to do was send the equipment back and they would refund me $400. Sounds great I thought, sign me up! Well after about 25 days of fighting with slow access, horrible email support, unbearable latency issues, and laughable tech support I had had enough! I called their customer service to cancel and after answering 10 minutes of questions on why I was wishing to cancel I was informed of the immediate cancellation fee of $485.00 (posted to my checking account within the hour) Once I received the boxes from them, usually within a week, I would receive a $400 refund within SIX WEEKS of them receiving their equipment!!! Needless to say I was furious. This immediate withdrawal from my account from HughesNet caused all of my monthly automatic debits (i.e. 2 life insurance policies, car insurance, gym fees, etc.) to overdraw my bank account per incidence !! So when all is said and done this no risk 30 Day cancellation policy from HughesNet has cost me in excess of $1200.00. I will be glad to entertain any enterprising attorney that would like to help bring this long-winded giant to it's knees.
http://customercare.myhughesnet.com/phone.html indicates [protected] as technical support help line.
This is the only number given to customers both residential and commercial.
[protected] option 3 gets a customer in contact with an outsourced call center where all "technicians" have heavy Hindu accent that "check their resources if you have any technical questions"
The chat routine at http://customercare.myhughesnet.com/frm_chat_support.cfm gets customers in contact with the same outsourced call center support team with chats that look like this:
[Dec 1 2006 8:35:45 PM] Welcome to our chat customer support .
[Dec 1 2006 8:35:48 PM] William, you have been connected to Kate William (Dec 1 2006 8:36:02 PM): hi Kate (Dec 1 2006 8:36:00 PM): William, thank you for contacting HughesNet Technical Support. My name is Kate and I appreciate the opportunity to assist you. Before we go ahead with this conversation, I would like to inform you in case we get disconnected, please connect to the chat session again immediately through http://customercare.myhughesnet.com
Kate (Dec 1 2006 8:36:17 PM): Hi William, how are you doing today?
William (Dec 1 2006 8:36:44 PM): great just got a new domain name and need to have a PTR record setup on your DNS servers Kate(Dec 1 2006 8:38:14 PM): Please give me a moment.
Kate (Dec 1 2006 8:40:41 PM): Is it ok if I keep this chat session on hold for two minutes so that I can check resources?
William (Dec 1 2006 8:41:32 PM): sure i understand that this is for residential tier1 support... but i was never given a business support telephone #
William (Dec 1 2006 8:46:09 PM): oh and here is a link to how my domain is pointing from the registrar http://www.dnsstuff.com/tools/lookup.ch?name=hollygarth.net&type=ALL
Kate (Dec 1 2006 8:47:53 PM): William, may I know which plan you are in?
Kate (Dec 1 2006 8:50:08 PM): I am waiting for your reply.
William (Dec 1 2006 8:50:23 PM): pro plus
William (Dec 1 2006 8:50:43 PM): with static ip Kate(Dec 1 2006 8:51:44 PM): Could you elaborate your issue so that I can give you perfect resolution.
William (Dec 1 2006 8:52:18 PM): a new domain name and need to have a PTR record setup on your DNS servers.
Kate (Dec 1 2006 8:58:10 PM): I would request you to call as they will be in a better position to assist you.
Kate (Dec 1 2006 8:58:19 PM): I apologize for the inconvenience this issue may have caused.
William (Dec 1 2006 8:59:07 PM): is there a direct line to the business support group i do not want to have to go thru tier 1 again Kate (Dec 1 2006 9:00:00 PM): You need to call Phone support : [protected].
William (Dec 1 2006 9:00:37 PM): bye
Email support also apparently connects customers to the same outsource group and refers customer to the call number. Example in point...
From: [protected]@hughes.net [mailto:[protected]@hughes.net]
Sent: Saturday, December 02, 2006 9:43 PM
Subject: Hughesnet Resolution
Thank you for contacting HughesNet Technical Support. We appreciate the opportunity to assist you. William, please accept my apologies for the difficulties you are experiencing.
William, I would suggest you to give us a call on [protected] so that we can update you about this issue.
William, we have escalated this issue to our engineers and we are looking forward for their response. However, I would suggest you to give us a call, if we feel that there is a need then we will transfer your call to our Advanced Technical Support (Tier 3).
Your case ID for this issue is [protected]
HughesNet Technical Support
For further assistance, we are available 24/7 and you can contact us through the following:
Phone support: [protected] (Technical Support).
Chat support and Email support: www.myhughesnet.com/customercare
For future Web service and support assistance, as well as finding the latest drivers and updates, please visit our support website at http://customercare.myhughesnet.com/
The HughesNet Technical Support team is pleased to provide you with technical support. We look forward to serving you in the future.
Once again thank you for contacting HughesNet Technical Support.
----------- Original Message ---------------
From : william garrison
Email ID : [protected]@hughes.net
Billing Phone No : [protected]
Case Status : Voice Support
Product : DW7000
Inquiry Reg : Web Setup
SiteID : 38fa2c02
Previous CaseID : [protected]
Current CaseID : [protected]
Problem Statement : COMMENTS=upon calling [protected] and talking to supervisor carrey? He informed me that it is impossible for the company Hughes.net to setup a PTR record for me. If this is the case then having any type of business with your company is useless. Since all i have talked to in this matter are tier 1 support specialist and supervisors I am requesting this be escalated to engineering and request a reply within 5 business days. I would like a detailed explanation as to WHY your company cannot enter a reverse DNS entry that points 126.96.36.199 to hollygarth.net C:Documents and Settings
oganlors>nslookup Default Server: [protected].charter.com Address: 188.8.131.52 > hollygarth.net Server: [protected].charter.com Address: 184.108.40.206 Name: hollygarth.net Address: 220.127.116.11 > 18.104.22.168 Server: [protected].charter.com Address: 22.214.171.124 Name: host7216870183.hns-noc-rev-lu.com Address: 72!
For any hughes.net employees this is case# [protected], [protected], and [protected]
Getting in contact with anyone at Hughes.net to perform any high level technical support is virtually impossible and requires the tenacity of a pit bull at the that of it's prey. When one does get in contact with this higher level technical support the only support that they can give you is with the hardware that you purchased for $600-$1000 US.
The "Level 3" technician I finally got in contact with informed me that the network topology used by satellites was a static "image" of current DNS entries and changing the DNS entries for static ip addresses was impossible and could not be performed.
I made arrangements for this service in August 2006. I was told due to a promotion the 100.00 installation...
Hughes requires automatic access to your credit card for billing. They billed me twice last month. My card company, Hughes, and me on a conference call found that Hughes had no record of a double billing. So, the card company credited me for the second billing. Hughes then discontinued my service and billed me again. Hughes' "customer service" representatives have no authority or ability to solve these problems. Some of their reps can't even be understood over the phone. It's not even possible to email Hughes. Can you believe it? An internet company doesn't have a email address. It's been almost a month, and this billing dispute is still open.
I had my email under Direcway for 4 years until somebody, without my consent and without amending my service...