Hughes review: internet speed

On March 2nd this year I had Hughesnet installed. It has not and does not provide high-speed service. (Slow loading websites, dropped websites, will not support streaming of Netflix without numerous delays and start overs, etc.) I began calling about this issue on March 3rd or 4th, very soon after installed and have called 3 times prior to today. Each technical support person did all the same tests, made suggestions, and convinced me I could fix the issue on my end. I also learned that unlimited data is "hard data" and not what any laymen would assume is meant by the advertisement. I'm a marketing major and your ads are at best deliberately and ethically misleading; at worse false! I didn't know that until an installer came to th house today in response to my complaints, "to move the router." He did not move the router because it would not have solved the problem. He showed me his work order and it didn't describe accurately the issue. I learned quite a lot and came to the conclusion that I cannot get what I need where I live, in spite of your ads saying otherwise. Just as I wouldn't pay for broccoli if the store didn't have broccoli; neither will I pay for a service or quality of service you do not provide.

Each call I've made was to cancel service but with all the talking points I was given I began to feel like an idiot (also deliberate). So this morning I called for the forth time, prepared to avoid any more traps to maintain service, and cancel. The representative's circular arguments, lack of comprehension and repetition made my head spin. (By the way the hold time is outrageous and the music is awful). Today's experience alone resulted in 3 reps hanging up on me, 2 reps nicely camouflaged their angry but passive-aggressive comments, several hours of my time, 2 near refusals to get a supervisor, and no resolution.

What I want is what I pay for - the same thing you advertise; "fast" per legal standards speed and unlimited data. I hav neither and haven't ever in the month and a half I've had your service.

Today, I had the displeasure of speaking with Steve Hauser. The point of contention is this: as I stated earlier and as the law requires, I will not pay to get something you claim I'll get but do not. Hughesnet insisted "there's nothing we can do about the ETF". That is simply not true. It isn't you "can't" - its that you won't. Mr. Hauser also refused to get me to a supervisor but finally agreed and disconnected the call. He did call back unlike the others to hung up. Mr Hauser also argued with me about my having called the times prior, claiming there was no record. I have the case numbers but he was so busy yelling "you'll have case numbers" that he couldn't hear me. I finally raised my voice and asked him to stop interrupting me. He was upset because I wouldn't accept his "solutions" so he "couldn't waive the ETF". He did not offer me solutions because there aren't any- he works for a company that has horrible reviews and numerous complaints of very slow speeds.

Here's the bottom line. I'm cancelling Hughesnet - period. Here's the messy part - I'm NOT paying an early termination fee for 22.5 months! I believe that's fair because I called immediately and continued to document my calls and Hughesnet provided solutions - but the truth is - you don't have a solution that allows me to enjoy fast loading webpages and Netflix streaming? The installer told me as much. He said he gets calls about slow internet on Hughesnet all the time and that Hughesnet can "barely call it fast per regulations." Although I appreciate having my thoughts confirmed by him, I didn't need to be affirmed because I live here! I know how "fast" Hughesnet is not; regardless of all the lovely talking points from you staff and your advertising.

Several of my neighbors feel the same way and complain but go through the same BS I got. I feel so strongly about being taken advantage of by you that I'd rather get together with all the others who feel the same way and file a class action suit against Hughesnet than pay an ETF. I'd rather spend 40K on an attorney than allow you to charge me for 22 months of services after I've cancelled. Dun me! Sue me! I'm NOT paying that fee because it's wrong.

If you think I'm a nutcase alone in this, just put Hughesnet in any search engine...you'll find noth8ng but bad reviews, complaint blogs and Corporate contacts. I tried those and they don't work either. As I write this, I am waiting for a promised call "within the hour" from Mr. Hauser's supervisor. It's been more than an hour. We both know he/she isn't calling me.

In summary? Cancel my service and waive the ETF and we're good. You'll never hear from me again. Maybe you'll win in a courtroom but I'm willing to take that chance because of the principle of what you're doing to people. You have 3 days to break a contract for a house or a car in Indiana. I, in good faith, took every measure I could to protect my right to get what I pay for and you've denied me that. I look forward to your effective and ethical response.