HARRISVILLE, NEW YORK -- I write you here out of frustration, desperation, and anger too perhaps. My wife and I are seniors who have a small much needed online business to supplement my limited social security income. For many years, we have been customers of and depended on HughesNet to provide our internet connectivity. For most of that time, we have been generally satisfied with doing so but a few months ago, that changed drastically.
For many weeks now, our on-line service has not been working right. We have made innumerable calls to your people. Both your techs and private techs we hired have checked our situation but the problem remains. All of our hardware (computers, routers, etc.,) have checked out to be performing correctly. We need help with this. Our calls to your people have done us no good so I am writing to you directly. It is my hope that your sense of responsible business ethics, and human compassion, will elicit your personal assistance in this matter. Please help us in this matter. Without our little on-line business, we are in a bad situation.
My wife knows much more about computer matters and this problem than I do and she is appending here further information on this. Kaul, I am not sure where to begin because this problem has been going on for over 6 months, the problem of pages not loading escalated beyond compare back in November. For over 2 years we paid over $200 per month for an older business version of your service no one contacted us by mail or by phone to tell us that it was no longer available and yes your service started being metered.
The new service was installed on Dec 29, 2014, and since then technicians have been out six times. On Jan 30, a technician was out at our place and worked with Hughes technicians over the phone for over 3 hours - this time they changed the gateway. (The technician told us that if that did not solve the problem HughesNet would put their “tier four” people on it.) As of this moment the problem remains.
Since November we have lost about $2,000 in revenues. I have had to refund customers and as of today, I still cannot access Shopify once again. Furthermore, I cannot upload product to eBay, my primary store. I can start a listing sometimes it will let me add my pictures without errors and sometimes it will not. When it does, and clicks continue - the pages times out on some of these messages: Your connection has time-out, the page is unavailable, connection has been reset. Sometimes pages load scrambled or with just the HTML other times, they load without the icons.
Let me clarify, this works sometimes: if I reboot the modem, the router and all of the computers connected to our network and try again I may or may not be able to reach the website. We have purchased top of the line routers and extenders - our wireless single is strong and broadcasting. Our private computer tech keeps our computers updated, our virus and malware protection properly installed. He runs regular scans to make sure we have no problems.
Today, January 31, 2014, I had ten business clients here to learn social media for businesses in my workshop. I could not get into my pages before they got here but it was too late to cancel. I could not conduct training this morning - that cost me $550.00? (I refunded their money because I do not know when our business internet service is going to be working properly.)
At the time of my finishing this letter, I am attempting to list product on Shopify for each of the three products I have spend over an hour reloading, hitting the back button and starting all over again. I do hope that you find a solution to this matter as expeditiously as we pay our bill each month for the last 9 years.
VIRGINIA -- I have been stuck with HughesNet internet service for 7 years because I had no other options. As soon as I had another option, I took it and have now canceled my HughesNet service. During these past 7 years, I have been so incredibly frustrated and angered by the HughesNet technical support, it has been mind-boggling. During the 7 years, I felt scammed by HughesNet repeatedly. First of all, if there was any wind, or clouds, or any type of weather other than sunny, clear skies, the internet connection would not work. Oftentimes, even if it was sunny with no clouds, the connection would not work. It was always very slow.
Secondly, whenever I came close to the end of my 2 year commitment, my internet connection would mysteriously slow down even more. When I called to find out what was wrong, they told me a new satellite had been installed and that I needed a new modem in order to connect to it, which meant that not only did I have to pay for a new modem, but I also had to sign a new 2 year commitment. This happened more than once.
Aside from the internet connection being terrible and very slow, the customer service and technical support was the absolute worst. The representatives are impossible to understand because they barely speak English. I had an added problem because my computer was working from a router, not directly connected to the modem. The representatives were so frustrating and not at all helpful, and many times I would have to turn to someone else to help me get the problem fixed.
When I went to close my account with HughesNet recently, they assured me the account was closed, only to continue to charge my credit card until I realized what was happening. Trying to cancel it a second time took about 3+ hours on the phone (cumulatively) with several calls only to be disconnected, transferred to another company altogether when I was put on hold (blatantly fraudulent) and told that supervisors were never available. Then, I was told that someone internally at HughesNet re-activated my account without my authorization or knowledge.
Today, I am told that my HughesNet account is closed. While I am guarded, I am also very happy to be rid of them. Caveat Emptor - HughesNet is a terrible company. Do not give them your money.
YES, YOU ARE BEING SCAMMED. If you didn't know you were being scammed, you are EXACTLY the kind of person they target. There is no nice way to put it: HughesNet is nothing short of a scam preying on the uninformed. I'm the extended family's branded tech-guru. I'm the one who gets stuck with getting the bloodline right with the technological mumbo-jumbo whenever I'm in town. And you tech-novices can get yourselves into some real shenanigans. But NEVER have I ever encountered such a scumbag company as HughesNet.
They sell paltry service at ludicrous prices through ball and chain contracts SPECIFICALLY targeting those who don't know any better, using INTENTIONALLY misleading sales-tactics. Most internet providers screw over the occasional grandma because she doesn't know any better. Hughes' net intentionally screws over lots of grandmas because they're the only ones who don't know any better.
Basically, their scam is this: Through a bunch of techno-jargon at people they KNOW don't understand what they're saying (five whole gigabytes at ultra high speeds!) and use misleading dazzlers (Elite! Bonus! Complimentary!) to make their customers believe they're getting a great deal. The problem? Five whole gigabytes isn't enough data to last you a week, and those 'ultra high' speeds don't even fall above the 'average' line when comparing other companies.
That 'elite' service is normal service with a higher price tag. Those 'bonus bytes' (a byte is a unit of internet data; if the internet was a book, a 'byte' would be a page you're paying Hughes net to find in the library and bring back to you) can only be used from 2am to 8am, and they're limited. Those 'complimentary' bonus bytes? Not enough data to last you a week AND they can only be used from 2am to 8am. And for the icing on the cake, you're paying double for this pathetic service.
Likely someone sold this to you as your only option, or in some sort of bundle. No, it's not worth it. You might as well not have any internet at all. If you have to choose between dial-up and HughesNet, choose dial-up. At least then you'll get a fair price. It's like if SNL set out to make a skit about the most evil internet provider they could come up with. I'd be laughing if it wasn't going to cost my uncle hundreds of dollars and months of shit service.
COLORADO -- Their sales department did not disclose they would be conducting a hard credit inquiry.... Days before we were to sign on our house. When I tried to resolve it, I got the biggest run around ever. Sales said it was pre-install, pre-install said it was sales. Everyone condescendingly trying to tell me it wasn't a hard credit inquiry and would not affect my credit, even as I sat there staring at the credit report that showed otherwise.
Still hasn't been resolved. So I filed a complaint with their corporate (no reply yet), with BBB, and with the FCC. I also had to file a dispute with the credit agencies to clear up my credit. The absolutely worst experience with a service provider in my life!! They don't care about their customers.
FREDERICK, MARYLAND -- HUGHESNET IS THE WORSE INTERNET PROVIDER EVER!! Where do I begin telling what is wrong with this service? I am paying $63.12/month for 10 GB of data! I was told that the rain affected the speed of my internet. I was told that data was being used by my Wi-Fi connected devices - laptop, iPad - even when they are off. Automated “customer service” on the phone is a joke. There is no service provided. The internet is incredible slow. I had dial up in 1997 that was faster. When the speed test was run by an agent, it was faster than any time I performed the same speed test. How do they make that happen?
Hughesnet provides its service in outlying areas and therefore does whatever they want because they are most likely the only provider available. INVESTIGATE ANY OTHER PROVIDER BEFORE SIGNING UP WITH HUGHESNET!
GERMAN TOWN, MARYLAND -- On 13 March 2013 I finally was able to speak to an individual in the US who was able to understand the English language relating to setting up a new account with HughesNet. I was originally told they would NOT do business with me because I refused to give them my banking information. This in all accounts is against Federal, and PUC Law, they are not allowed to even speak the words. The next thing they attempted to do was charge $5 to send me an invoice for their service they make available on-line. Needless to say after a few quotes of law to them they backed off from the $5 a month, they seemed more than determined to charge me.
On 12 June 2013 I noted the attributes of my account had changed from the original settings agreed to at the time of enrollment. I had agreed to 10gig of access time during the day and UNLIMITED access between the hours of 1am and 9am. The account was changed to 10gig during the day and 10gig between the hours of 2am and 8am which you know makes this account useless for attempting to do much of anything. Considering nearly every ISP provider out there has a basic cap on accounts that goes no lower than 250gig which is AT&T where the rest pretty much cap their accounts at 500gig a month.
Since 12 June 2013 I have been in contact with HughesNet more times than I have digits to count on and every time I was told the original settings on my account would not be restored. Basically they do not have a plan with those settings. I informed them this was not my problem and they were NOT going to make me responsible for a mistake an individual in their company made. I made clear if the position were reversed they would be more than happy to charge me whatever they could get away with having the problem turned to me.
I have had some 3 to 4 calls returned to me from individuals who I could barely understand and were NOT fluent in the English language. Above all they would never answer one question, "Are you going to restore the original settings to my account??" But would always attempt to offer me some pacification to the account amounting to NOTHING acceptable. Always telling me there are no such setting on my account but could not answer why my account had these exact attributes for the last 2 months. I took to asking the one question as soon as I knew who I was speaking to and continued to ask the same question regardless of what was said to me.
Eventually in conversation with the last two people at HughesNet I spoke with would tell me "NO" and I would terminate the call with them. Nothing more was needing to be said if they were not going to restore the original settings to my account agreed upon at the time of enrollment. I have sent them several mails letting them know I am going to take action against them by first making public knowledge. People they have done this to can file a lien against the company by the individual simply sending them a bill for the lack of service they were and have been robbed of.
You are also allowed by law to charge the company a reasonable labor rate for your time it has taken you to deal with this situation, normally around $65/hr. Note links below: **. The next thing I allowed them to know was that I had intended to establish over 3K links to this information daily which would eventually put them in the top 5 of every major search engine showing their complaint status first and their business attributes second. Notably they seemed to be concerned at this prospect but not enough to restore the attributes of my account.
I made clear to them in mail they could not offer me a popsicle and attempt to make me think it was a steak dinner, just not going to work with me. I also allowed then to know any negative action on my account would be an admission of further guilt on their part for what has taken place on my account. They to this day have not tampered with my account but have not corrected it either. It is now 01 July 2013 and nothing has been done to correct the attributes of my account to what was agreed to at the point of enrollment 13 March 2013.
I can only hope as many people as possible get their hands on this information and not only use it against HughNet but any MAJOR company that has done any individual wrong, costing the individual where it should have been the responsibility of the company to make good.
I signed up for HughesNet because I was told there were no other providers in the area (except WildBlue - who gets their services from HN satellites and they were "maxed on bandwidth, taking no new customers). I paid $99.00 for install, plus an additional $50.00 to the installer (contractor) because there was "no good place to put the satellite to get good signal" so he had to put a post in for the dish.
Apparently he used all my allowance for the day, because after installation the internet would not work. When I called in they told me that I had exceeded my bandwidth. I fought for three hours to get my service for the day reset, as I had yet to touch a computer when it was "used up". That should have been my first clue.
As an extremely low key internet user (a lot of browsing, email, not much downloading, etc) - I thought I could survive their limitations, I was never so wrong. Apparently somehow checking my email and playing Farmville on FB is enough to almost max out my usage in an hour, and I pay for 400mb/day (almost 100/month here after you add in the rental fee and insurance). After three or four days I called in to tell them where to put it, but their Indian tech talked me into going one higher on the plan, gave me free tokens, a six month discount, etc.
Another 1 1/2 days to realize that even the "upgraded" service was not enough to play Farmville and check my email - I don't know what they are counting as "downloads", but it's a scam, for sure. So I called back in to cancel my service. After trying to offer me everything except an indentured servant, I finally explained to them that there was NOTHING they could offer me except removal of the BS limitations to keep my service. They told me that since they had already taken the first month service (in advance) from my credit card, they would not cancel me until the 27th. I was unable to get them to refund me and cancel immediately.
They also informed me that after paying 149.00 for install - and only having service a few days, I would have to take the satellite down from the pole and disassemble it and modem for shipment back to Hughes. They would not send someone out, and if not they would charge me 300 for the equipment. I logged in and tried to change my billing info, to erase my debit card info after reading the horror stories online about unauthorized charges, etc, post-cancellation, and it does not give you the option to take payment information OFF their site.
The only thing you can even try and hope works is changing the expiration date on your card and updating - which I did in hopes of protecting myself... but I digress - they want me to take it down and ship it in. Umm OK, I can't swear I will be able to do it without damage, after all I am only a woman, a disabled woman at that. The next day my service went out, I cycled my modem, did all the techie type stuff that anyone who has been on the net awhile knows to do - to no avail, every light came back to the modem except the "system" light. Called customer service *repeatedly* and got service back for about four hours, at which point it went down again.
After 24 hours of BS and non-helpful "support" from their Indian phone bank, the service miraculously came back for another 6-7 hours at which point it went down again. I have begged them to just cancel me now but they refuse stating that since it is already scheduled for the 27th it cannot be changed (NO they just don't want to give me my money back). I have had to spend 1-2 hours per day on the phone with them to keep my service in working order, I would simply stop, but IF they are going to keep my money, they ARE going to supply me working service until that point.
The other person is right - some lawyer needs to start a class-action against this scam passing for a legitimate business. Their practices are questionable at best, and fraudulent bordering on flat out illegality at worst. If you are wise you will avoid this company at all costs, unless you don't mind paying a small fortune each month to be able to check your email, and not much else.
My gosh I wish I would have gone online and done research before ever thinking of getting HughesNet. This has got to be illegal. They sound so cheap and suck a lot of people in thinking they have reliable service. It is sad how they can get away with this. When I went to the local satellite guy who deals with HughesNet, and was asked if I have a debit/credit card, my card was debited for the installation fee before I was even installed. That was on the 3rd of this month. I got a pole the next day, and didn't get the satellite and service until the 5th.
I was told that the money wasn't going to be debited until I was actually installed being I was eligible for the govt recovery act program where I lived. I called my card company and was told HughesNet debited it and gave me an approval code. I called HughesNet and told them what was told to me, and was told they didn't take the money. Then I gave him info from my company and was put on hold constantly while waiting for a supervisor. They tried to keep telling me he was busy, and I said I know he is not the only supervisor on the floor in a big call center. Then when the supervisor did come to the phone, he sounded just like the CSR!
I was told the money was a holding fee - would be returned in 3 business days. That was a lie. The FAP policy is worthless. I only used the internet for Facebook, to check emails, and Youtube. The meter kept running and running. Then they offer a complimentary token once a month, other than that once you exceed, that's all the access for that day! Then they think you are dumb enough to buy more and put it on your bill! I cancelled in 12 days. These people are hard up for money and something needs to be done about this seriously. I have never had this poor type of customer service in my life. I was calling every other day asking questions.
None of the foreign people could help, they were just ready to transfer me to technical support. On the last day of my service, I called to find out why my meter never went back to 100 - it was still on 70 where I left it the previous night. No one in my house was even on the computer since that night. The rep tried to offer discounts, free service for months. I told her no way. Cancel me now. Seriously this is an illegal crime for a major company to rip hard working citizens off. They don't have to worry about getting any more money from me. I will get someone to cut the pole and dismantle the dish and throw that crap away!
SMDH at this sorry company. But don't worry, they will get what is coming to them in the long run! Everyone keep complaining, maybe someone is actually listening.
COEUR D'ALENE, IDAHO -- I called to cancel my service within the 30 day trial period and the sales person I was speaking with offered me their best service plan at no extra cost and she told me that HughesNet would extend my trial period by 30 days giving me an extra month to decide. I figured what the heck it's free right? WRONG!
I called back in 25 days to cancel the service because even with the "best plan" it was still about 750K service which for $140 per month is ridiculous. 10 days later I noticed that there was a $400 charge on my credit card from HughesNet. When I called and asked what the charge was for they explained that it was a early termination fee. I believe this is called stealing.
I demanded a refund for the $400 which after 20 minutes or so they said they would try and get for me, they would check with the billing department. Finally they said they had the refund approved and would give the money back in 3-7 days. I wish there was legal action I could take against them. So learn from my mistake and stay away from HughesNet!
BELLEVILLE, ILLINOIS -- I have had HughesNet for almost one year. Speed on internet is poor, price is high but at the beginning of July a storm dented the dish. I paid an extra 10 dollar month for maintaining the equipment. When I called tech and customer sent someone out that could not fix it and then 10 days later after arguing with them till I was blue in the face they told me a new dish would be put on from 11 to 3 the next day. No one showed up, fired them poor company, be very careful, no one ever came to fix equipment. They should not have a company- no organization, no customers and no tech support