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...
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 184.108.40.206 to hollygarth.net C:Documents and Settings
oganlors>nslookup Default Server: [protected].charter.com Address: 220.127.116.11 > hollygarth.net Server: [protected].charter.com Address: 18.104.22.168 Name: hollygarth.net Address: 22.214.171.124 > 126.96.36.199 Server: [protected].charter.com Address: 188.8.131.52 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...