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1.0 out of 5, based on 17 ratings and
66 reviews & complaints.

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Terrible Service - Rude, Inept Staff - RIP OFF!
Posted by on
Rating: 1/51
FLORIDA -- I canceled my service with HughesNet as each time the weather was less than perfect, we lost all service. Plus, it it was slower than dial up. I had to make two calls and spent over an hour on the phone with an account manager on 19 March trying to cancel my service. They failed to adequately follow all the steps on their side. Whilst they acknowledge I canceled service on 19 March, and their account manager did not do their job correctly - they continued to charge my credit card over $70 per month. Each time I called to dispute the charge, they told me the account was NOT deactivated.

When I went to cancel, ultimately after what is around an average of 15 minutes hold time with the account manager, my call would be dropped. At the point where I am beyond frustrated, I finally stick it out and manage to have them confirm the account is deactivated but as far as the $400 in charges that were unauthorized, they told me "tough luck". I asked why I should be penalized for their staff error and they simply said the most they would refund is 1 month to cover their mistake.

I demanded to be in touch with upper management, they simply put me through to the most obnoxious and facetious "supervisor" who called herself Alicia. Alicia REFUSED to give her surname, she REFUSED to give me the contact information nor guide me to anybody higher than herself to address my concerns. She just sneered and said I should have just kept calling each month after they charged my account and that she refused to help further. I had to scour their website just to find any type of email address where I could take this up further. Judging by the comments and complaints on this site alone, I see I am not alone in the appalling treatment of their ill-mannered, ill-trained, ignorant and arrogant staff members.

I would strongly warn anybody to seek an alternate service provider - their service is as lousy, unreliable and frustrating as their staff - and YOU will pay for THEIR inadequacies. It would appear that their strategy is to keep you on hold for so long or drop the call that you will eventually get too frustrated to call back, and then they will fall back on the excuse that you did not go through ALL of the channels required in order to cancel your service. Be warned!
     
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Poor Installation = Poor or No Access
Posted by on
Rating: 1/51
MONADNOCK REGION, NEW HAMPSHIRE -- I bought the pitch about great service, fast, dependable, and with a commitment to service. In short, doo doo!!!! The installation was so bad they left my home scarred with 4 holes w/broken clapboards, a broken deck rail and a split piece of 6' trim. They bolted the dish to the house without ever finding a stud (although the teenage looking installer certainly thought he would qualify). The (I could sell drugs, enroll in job corps or just continue to be the most unprofessional, sub-standard technician) knowing I was a doctor couldn't resist impulsively blurting out how many women he would %#£€¥€ if he were in my profession. What an outrage!!!
The service never worked well. I called tech support over and over. After countless over the phone interventions and four months they finally sent out a trouble shooter. They also assured me that the person they sent out had a "special tool" that would be able to determine when my service was not available and send me a refund check the next day for the $86.00 per month charge without service.
The trouble shooter was professional, well trained courteous and thorough. He was immediately able to determine that the installation was so poor that it had to be redone. He also checked the system and showed me that I had no service for 90 days (as far back as his system goes) I was assured I would get a refund for the 90 days to be issued as soon as the technician confirmed the problem. I was satisfied and called the company to confirm the process the next day.
Surprise !!! "We are unable to issue a refund for more than one month even if you didn't have service. The technician was wrong he doesn't work for Hughesnet" I should have known he was the one with brains and integrity. The customer service folks were monsters, after a 27 minute hold and several 5-10 minute holds I pressed to speak with supervisors they kept saying they would call me back. I hung on 'till I got the super's super and Lucy proved to be part demon, you know the ones who lie and know you know they're lying but enjoy he process. I hate that crap. Bottom line - after four promises the I would receive a $344.00 check issued in 72 hours I am now fighting for an 86.00 that if I can get even though they have confirmed no service, I will get in 45 days if I can get one honest employee on he line. By he way I've been writing this while on hold, total hold time so far...........71 minutes!!!!!!
Hughsnet is by far the absolute worst company I've ever encountered. Nothing about this company is acceptable.

Oh yeah, I cancelled my account you have to wait 45 days for a refund (if you can get it) but they will cancel you in a heartbeat.
     
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jonthethird on 2013-06-26:
As with any satellite delivered system, installation is the key to satisfaction. Misaligned dishes, mounted to facia boards that cannot support the weight, cable runs that have too tight a radius, any of these can cause ongoing problems.
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They are robbing us all
Posted by on
I have used Hughes Net for the past several years and have constantly complained about the download speed and capacity. I get charged for downloads over 50MB in one day. Microsoft updates alone are almost that big! They refer to the fairness policy which is a farce.

There is a solution for anyone who wants it: I have just purchased a Samsung SCW-LC11 mobile hot spot from Verizon. We are in a weak service area and with that in mind the service is leaps and bounds better than Hughes Net. The Wi-Fi service areas keep getting larger and soon will cover the entire country and then Hughes Net will no longer be able to over sell their bandwidth. I predict they will go out of business,,Yea! And the mobile hot spot is cheaper than Hughes Net. So I recommend anyone looking for a competing internet access, call Verizon and ask about mobile hot spots.
     
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Hughesnet Sucks!
Posted by on
We live out in the country so our internet service options are limited. We can get dial up, Hughes or an air card.

Since the aircard limits you to 5 gigs, we opted to try Hughes. It was all just a huge waste of money. The initial cost of the equipment was around $400 plus $70 per month. I honestly don't think it's any better than dial up. I couldn't even upload a low resolution photo to Facebook. I couldn't even send attached files in an e-mail.

I spent countless hours on the phone getting transferred from India to Florida to God only knows where. Since the speed tests came back OK. They said I was getting the service I was paying for. I was so mad every time I got off the phone, it's a wonder I didn't have a heart attack.

When I was finally so fed up I asked them to cancel the service because they could not find a problem, they charged me $310. I would have understood the fee to break the contract if I was getting good service and just wanted to switch to something else, but as I said, I couldn't even upload a picture or send an attached file.

I paid the money to break the contract and got an aircard. It is so fast! You just have to monitor your usage so you don't go over. I got the Verizon aircard for $50 per month and am a happy camper again.

Even if your only other option is dial up, I wouldn't go with Hughes. It's really no better than dial up and a whole lot more expensive. Plus their service sucks. They really don't seem to even care.

The only reason I gave it one star is because the review would not accept 0 stars.
     
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Alain on 2011-03-07:
The one star does the trick just fine, Polky! You can drop an official complaint to http://reboot.fcc.gov/consumers if you feel like it, too.
tnchuck100 on 2011-03-07:
It sounds like you were the victim of the Fair Access Policy. It is disclosed in the service agreement. Hughesnet doesn't tell you about that upfront because if they did people would not sign up for their poor service.
Bummer on 2013-09-15:
Yeah Hughesnet is the worst internet you could ever try, the very worst.
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They Are Liars
Posted by on
I had this satellite internet installed and within 2 weeks (supposed to be a 30 day trial period) I ended up paying them $175.00 for the 2 weeks I had the internet (which sucked). I cancelled this service and was told I would receive a box to mail the equipment back in. I waited and waited and no box came. Then I check my bank account and they have debited $318.00 out. I call them they say I have to mail the equipment back then I will get my money back. I mailed the equipment (sent it insured so I knew they got it) back and waited over 30 days still no money was returned to my account. So I contacted my bank and filed a dispute. We have the proof they got the equipment back and they are still fighting with me regarding my money. This has been 3 months now.

I am a very patient person, but I will tell you they really pissed me off and I would never recommend you get service if you have any other choice.

If you get cell phone coverage at your house contact them they have portable things you can get the internet with. This is what we did and it is cheaper than Hughesnet plus it is faster and I can take my internet anywhere.

Good Luck to all who have to deal with this company and keep detailed notes of every correspondence with them.

     
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azRider on 2011-03-03:
I'm curious about the cell internet. I think you should give it some time and then come back and write a review. I'd be very curious to know how it works for you, is it 4G, LTE, or ?? what is the download speed, upload speed. please come back and let us know how that works out. It may be a good choice over hughesnet and dsl for some people.
trmn8r on 2011-03-03:
When you say "there are still fighting with me", have they verified/admitted that they received the equipment? If so, there should be no defense to not refunding your money. That is a key detail.
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Don't get Hughes Net
Posted by on
I live out in the country and thought I had to have Hughes Net, turns out cell phone companies have wireless that works just fine. I paid Hughes Net extra for the "Pro" speed and it was soooo slow that I had difficulty downloading videos for class. But my main complaint was their IT department. First they were very difficult to understand, most of them do not speak good English, then it would feel like I was inconveniencing them when I called for their help. They could not help me so I finally gave up and cancelled. The thing that upset me even more was that I held up to my part of the contract, I paid every month on time, yet every time you turn around the internet was down. They could not fix it this last time, and still I had to pay $265 early termination fee, how messed up is that??
On the upside I got Verizon wireless internet, it is faster, cheap, and it can go where I go.
     
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MaggieMcT on 2011-01-22:
Been there, done that. They are so incredibly useless that dial-up is better. To anyone thinking about signing up for Hughes Net, I have one word of advice: RUN!!!
maxinebb on 2011-07-21:
I also lived out in the country. Had HughesNet for about a year. Yes it is a joke. Their service was always down or extremely slow. After numerous complaints, the straw that broke the camels back was when their service was down for nearly two weeks. The excuse was always they are working on the satellite and should be up in a couple of days. Their English is not very good. I don't mind outsourcing but if the majority of your customers are American, your customer service department should have people you can better understand.

At one point in the numerous calls placed, Customer service told me their names aren't always American and the guy in IT dept had a 30 minute course. He had no degree in IT. Get this, I have this idiot telling me what to due to get my computer to accept their non working service. I told him I had a tech support man with a degree in his field. He was speechless.
Bottom line, I made a report to BBB, wanted out of the contract and my wish was granted.
HughesNet is worthless.
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HughesNet Customer Service is a Joke
Posted by on
This review is of HughesNet customer service. First off, I've been a customer of HughesNet since 2007. As a rural customer, satellite is my only “fast” Internet option. When in such a predicament, you take the least of the evils, and in our neck of the woods HughesNet service edges out WildBlue by a bit.

I’m a network technician by trade, so I work troubleshooting computers and other electronics day in, day out. I’ve had the dish long enough that I know when an outage is being caused by heavy precipitation, snow blocking the dish, or if the modem needs to be reset. Sometimes you just wait a day because the company is suffering an outage they don’t want to announce.

Recently the remnants of a tropical storm came through and blew the dish off target: it's pointing right at the ground. I thought this would be an easy case- boy was I wrong.

I called the toll free number; got a voice mail automated assistant that wasn't too bad- it understood my speech well, and I can mumble with the best. But when I answered that I wasn't at home I was told that the system could not help me unless I was at home because HughesNet couldn't troubleshoot the issue unless I was at home. Uh, the dish is pointing at the ground. How hard is that to troubleshoot, and since when do I have to be at home for that to make a difference? It will still point to the ground whether I'm at home, at work, or in the Bahamas.

I couldn't get back to the main menu, so I hung up and tried again. This time I lied when it asked if I was at home. Then the automated assistant asked me some troubleshooting questions for some of the basics, was there heavy rain (no), did I already try rebooting the modem (yes), were there any obstructions to the dish (yes, planet Earth, but I answered no).

I was then connected to a polite woman called "Anne" with an Indian accent. The line had some static and she sounded a bit like she was at the end of a tunnel. She of course asked me again for all my account info and then asked why I was calling. I told her right off the bat that I needed a technician- my dish was pointing at the ground because of a recent windstorm. But she didn't understand me, despite several different phrasings of this. Apparently she only knew a script. I had to go through the entire troubleshooting routine, AGAIN!, despite the fact that I already knew what the problem was. During this she told me that my modem had failed and I needed a new one to the tune of $120. I wasn't sure how that would make my dish point back up in the sky so I refused and eventually convinced her that the problem was the dish.

Then she couldn't even schedule a technician directly! She took my number, only to tell me a technician will call me within 5 days to schedule a visit.

My recommendation: If you have to use Hughesnet, don't EVER call their customer support. See if you can find a local technician. They'll know what the problem is when you say "My dish is pointing at the ground" and may actually get an appointment to you on the same day!

What a waste of my time and patience. And I still don't have an appointment for a technician yet.

     
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Alain on 2010-10-10:
Yeah, I'm no genius, but I would guess that a satellite dish pointing at the ground might be bad for reception. My guess is that HughesNet is saving money by not only using an answering service in India, but also by hiring Indians who barely can understand English. Once they train at the cheap call center, they'll get far better employment with the companies that actually require fluent English skills.
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Satellite internet: the least desirable fast internet but may be your best choice
Posted by on
GERMANTOWN, MARYLAND -- I've had Hughesnet about a couple of years. I purchased the 7000s system on Ebay and installed it myself. Had to have the installer certify it and turn it on. Mine is a little longer run that most installs so I have boosters in the xmit and transmit lines. Most of the times the system functions good but there are some problems that come with satellite internet or Hughesnet that you need to think about before you go this route. First off satellite internet is expensive. Expensive for Hughesnet and they pass the expense on to us. Typically, you can get the very best DSL from AT&T for $40 and it will be twice as fast as satellite. And if cable TV is available, it is about 4 - 6 times faster than DSL. But if you live rural, all you have may be dial-up or satellite. Oh I forgot about wireless. Its great but you only get 5 GB/ month so I would be be buying 3 contracts to equal my 425MB or about $180 so that's double my cost.
Back to Hughnet/ satellite problems:
1. My worst complaint is during 3:30 PM and 10:30PM CST my system is so slow that my dial-up is actually faster. I expect that Hughesnet has over sold the service to fill up all the transponders and make the money to be in business. I thought I was going to give up my dial-up when I went to Hughesnet but because of their problems, I've decided to keep it.
2. Ever few weeks or may a month or 2, my modem will go down and I'll have to call the support people in India. They are excellent! yes, sometimes a little hard to understand but they have a procedure they follow before they send it to the US team. But you have to wait 2 days before you'll hear from them and sometimes you get up in the morning and the modem is working again. Just as if Hughesnet had turned it off and now turned it back on. May be you'll hear from the US Technicians or may be not. So far I've only got a call about half the time but then on those times my modem was working again. But it still cost me 2 days of being down. So if you want reliable service, keep your dial-up as a backup! Oh my problems have NEVER been with my home equipment - the modem and the uplink dish and cables, etc. My problems have always been with Hughesnet's satellite. Power to the satellite transponders or what ever but not on my end.
Advice: Do not use satellite internet unless its your last available choice. If there is anything else available, check it out because its expensive. 1/2 speed of DSL at 2X Cost. Not reliable - may be down tomorrow and its not your problem but a technician has to come to your home and point the dish to a new satellite and guess what! you get to pay for that. Not your fault, not your problem, its Hughesnet's but you get to pay.
I've tried to paint a picture of how my service is with this company and I am actually trying to be fair. I know it casts them a hugh amount of money to launch a sattellite and it must be hard to be a satellite business but poor service has also tainted my views.
Best wishes reader!
     
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lobo65 on 2010-06-16:
I've heard enough bad stuff about them that I would never use their service. Thank goodness I have DSL where I live.
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Avoid Hughes Net
Posted by on
I can say with great Joy that I have finally been able to call Hughes Net and disconnect my service.

A new company in town is now providing wireless internet service from a mountain top transmitter which is twice as fast and $20 per month cheaper than Hughes Net. Being very rural, I have been a Hughes Net customer for several years, during which I have seen a steady decline in the quality of service provided. Slow connection during the busy time of day, and recent frequent bouts with their Fair Access Policy (FAP), which is where they put you in time out for a 24 hour period, slower than dialup. This is a relatively new problem as I have had this service for several years without experiencing FAP. A call to their support group told me I was probably downloading computer updates without my knowledge and this was causing the problem. I started unplugging the modem when I left the office at night so there could not possibly be any use on the network.

I plugged it in and turned it on one morning to find I was once again under their FAP policy for yet another 24 hours. I called again to find out what time of day it was I exceeded my limit, and the time they gave me was during the period I had the modem unplugged. Their representative could not explain how this happened, but reluctantly took off the FAP restriction with a stern warning that she could only do this once in a 30 day period. My guess, and it is only that, is they have oversold the service and are using a "rolling blackout" system similar to CA power companies. In the last two weeks of service, I experienced the FAP penalty 4 times, once when it was unplugged for the entire weekend. When I called to disconnect the service, they of course tried to upgrade me to a more expensive plan, and then wanted me to upgrade all my equipment.

After a short argument I was able to convince them to just stop the service. I was warned that it would be effective immediately, which is what I wanted anyway. My advice would be to see if you have a local wireless internet provider before you sign up for Hughes Net.
     
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MaggieMcT on 2009-06-26:
We never got the FAP penalty, but overall, you just can't use the word "service" with a straight face when it comes to Direcway/HughesNet. Getting rid of them was one of the happiest days of my life. I have warned everyone I know to stay away -- even dial-up is better!
laklisa on 2009-06-26:
My brother got Hughes Net a year ago and hates it as well...he likes to play games online and sometimes there will be lagging...he is waiting for the contract to be up to have it cancelled. Unfortunately we live in a rural area as well and Huges was the only option for us.
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Stay Away From Hughes Net
Posted by on
HARVARD -- Whatever you do, do not used Hughes net for you Internet Service provider. There service horrible from start to finish.

It took their installation business, who is a contractor, 10 days to install the equipment. And then in the end I find out they did a horrible job of installing the equipment. The cable fittings at the dish were loose. When I disconnected the fittings I found one wire was crushed and not assembled correctly and the other wire was corroded or burnt.

Every time I called customer service they were either rude or I was disconnected. I tried for a week to get my service discontinued and finally succeeded to only find out they are going to try to charge me a termination fee of $400 and $300 for the equipment if I don't send the equipment at my expense.

Each time I called technical support the tech would always blame the weather. One time the service became unavailable. So I called tech support and spent 30 minutes to no avail. So the tech transferred me to advanced tech support. After 20 minutes with them they said they would reset my modem from their end. And I should be up and running within 20 minutes. After 30 minutes I tried and was still down. I called back tech support and the different tech said the system for my area was down and had been down for sometime. So I asked for a supervisor and was on hold for 30 minutes and I finally gave up.

There are some restricted websites that I cannot access and asked Hughes net for help in solving this issue. I talked with their tech support to try to resolve this issue. They continued to blame the website. But I can access these restricted website using Charter, AT&T, and Comcast. Hughes Net was not help at all in solving this issue.

I finally spoke with an account manager regarding the cancellation fees and they would not listen to me. I have pictures and all of the documentation regarding their lousy overall service and wanted to talk with someone within customer service to try to resolve these matters and all they could say was they were going to back charge me and refused to see the photos.

All I can say is stay away from Hughes Net. They are horrible.
     
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treefarmer on 2010-02-27:
I paid over $300 for a new satellite dish and modem from Hughes Net in 2008 when my old Hughes modem no longer worked. I pay $73. a month for high speed service. I have called technical support on at least 35 times since installation of the new system complaining about my slow speed service. In the past three months alone, I paid over $600 for another new modem, technical support site visit, a second tech support site visit and replacement of the dish radio transmitter, which was not necessary. The highest level of Hughes technical support, level IV, said the solution to my problem is to buy ANOTHER, upgraded modem. What a wonderfully enlightened technical analysis! I am not convinced that that will solve my problem. When I routinely work one web site that requires working with numbers, Income Tax Returns on the IRS site, it takes up to 75 seconds which is a lifetime when each line on a tax return requires a new number. I was promised a one month refund, whoopee, but did not receive. I would not recommend Hughes to anyone.
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