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Hughes FAP (Fair Access Policy)...What Tha’ ?!
Posted by Lahowe7 on 07/27/2008
CHENEY, KANSAS -- I started with DirecWay and now I am under the scrutiny of Hughes after their merger. When Hughes performed a major upgrade recently that was the end of my internet browsing as I knew it. The FAP in fact limits our time online (bandwidth per household/ business account), before subjecting us to slow-downs and ‘no-downs’. If you like to upload/download movies, songs, etc...get ready for a slow down which I have experienced, as slow as 5 bps (not kbs). I remember dial-up was much faster (slowest dial up download was 5 Kbytes/sec). I have been experiencing this for the past couple of months now. In this day of high tech internet usage we can’t even download our email through Outlook 2003 without the FAP Red light (Hughesnet Interfacing software which shows the customer’s their Status and the reason(s) for it).
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Hughes Support directed me to Accounts Billing when I sent an email a week ago about this. I was finally fed up after accusing my grandkids of using up my BandWidth....but nothing has really changed with our internet usage. It is only Hughes that changed in what they allow and don’t allow....apparently they weren’t ready for the customer influx that they worked so hard advertising for.
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This is why I was soooo relieved to find out that Pixius is now available in my rural area. I told Hughes (via email) that I would switch over if my internet (Business Account) didn’t return to full capability and that I am no longer under their 15 month contract that was required when I signed up. I told them in that same email that I am sure they will not survive as a company when other company’s expand into the rural areas they are so desperately clinging to, because those folks can’t get any other service. I never received an answer to that email or the 2nd one. I don’t dare call, because I don’t speak Indian.
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I am no mathematician or accounting major, but even I can predict the future for this company (fading to India)...I see HughesNet operating out of India in the future, providing internet for the poor people in remote mountainous regions. Collecting cows and goats for service(s)...From the same people who currently man Hughes phones for Support!!! Good Luck Hughes!
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One Final Note....On Tuesday, July 29th Pixius will be installing my new internet service, for anyone interested in an alternative High Speed Internet. You must live within the area of their radio towers (a pre-test will determine your eligibility). They operate using radio frequency waves and do NOT have a Fair Access Policy in place (FAP) limiting your internet up/ downloading...YAY!
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(Pixius Cost per month varies depending which speed of pkg you may want.... $44. _ and $49. pkg's...I have been paying $75. for Hughes).

     
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Posted by MyDogsMom on 2008-07-27:
Collecting goats and cows for service?

How rude of you to say that!! I won't finish reading your complaint. I'm pretty sure you had a legitimate complaint but your unfair "strike" ruined it for you.

MDM
Posted by lahowe7 on 2008-07-27:
"Strike"?... What "Strike"? It sounds like you pretty much read the entire complaint if you got that far. Not sure what you are talking about when you say there was an "unfair strike". No strike...just moving to a better service as is my right.
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Hughes Net Satellite Internet Service
Posted by Big Smokey John on 11/11/2007
KEYSTONE HEIGHTS, FLORIDA -- A couple of years ago we were lured by the Directway (now Hughes net) satellite ads and couldn't wait to get "high speed internet by satellite". The installation charge was extremely high because the tech had to burrow the cable under a 3 foot wide sidewalk and the cost of the contract was going to be $99 a month, a sum we were more than willing to pay to get rid of our slow dial-up. We had trouble with it from day one, called tech support and got a woman from India who I could not understand and finally had to resolve the problem myself. This service was absolutely slower than dial up and after 2 weeks we cancelled after paying more than $500 (which included the installation costs).

Our dial up service costs us less than $8.00 a month and is twice as fast as satellite was. Unfortunately in our rural area we have no access to DSL or cable so have only dial up or satellite as our choices for internet service. If you fall into this category, GO WITH DIAL UP, DO NOT USE THIS SATELLITE PROVIDER!
     
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Posted by killerklown on 2007-11-11:
Satellite service had to dig under a sidewalk.......why?
Posted by seajay on 2007-12-15:
I got this service in July 2007 and have nothing but complaints about the slow connection.Today it run at 103 down and 72 up. Made dozens of calls about. These Indians arwe very polite but don't ghet anything dome. They check the system up and down and then leave your with "it will be better now", just give it a little time. Hate to total the hours spent for nothing. Last week I refused to go though that routine again (about 1 hr each time) and of course the supervisor said: I can't ghelp you if you don't cooperate. If I cancel I am liable for the unused part of the contract. There is no cable here, just very slow dial up.. Any suggestions?
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They are robbing us all
Posted by Rock.michaelc2 on 07/21/2011
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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They Are Liars
Posted by Carmeta on 03/03/2011
I had this satellite internet installed and within 2 weeks (suppose 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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Posted by 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.
Posted by 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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Lawsuit pending
Posted by Preebo2 on 03/19/2009
CLASS ACTION LAWSUIT
PENDING SIGNATURES

Defendant: Hughes Network Systems, LLC
Subsidiaries: SPACEWAY and Broadband Unbound

CLAIM AGAINST: HughesNet.com satellite internet service.

HugheNet is perpetuating fraud.

I am a HugheNet customer who called and complained about their speed claims. They claim 20 times faster download than dial up. I have never gotten faster than 4 times faster and 95% of the time it was dial up speed. I’m in an online college and need fast and reliable service.

I was paying 10 dollars a month for dial up and now paying 70 bucks a month for dial up speed using the HughesNet service. This is on top of paying 220 bucks to set up the dish even though HughesNet advertised at 170 dollar setup fee.

I called Tech Support and was told that I am only allowed 200 MB of download usage during a 24 hour period (Which is equivalent to 10 minutes of streaming video) at which time I exceed this, HughesNet automatically slowed my internet transfer usage to less than dial up speed. (They call this Broadband Unbound?) What a joke! I informed the tech guy I called in India that I was not told about this at which time he replied that I could spend more money every month to take the block off. WHAT!!!!! What a rip-off! Since HughesNet illegally defrauded me I demanded that the contract be voided at which he replied that there is a 400 dollar cancellation fee. They know how to screw you coming and going. Why can’t businesses get rich these days by being honest with people?

[snip please see our terms and conditions]

Also contact the MD Attorney General and inform him about the fraud that is coming from his state.

Thank you,
Tim Dupree

HughesNet LLC
11717 Exploration Ln
Germantown, MD 20876
1-866-347-3292

     
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Posted by Anonymous on 2009-03-19:
Similar to this? http://www.druginjurylawyerblog.com/2008/09/pbm_files_class_action_against.html
Posted by sagood4 on 2013-04-15:
My complaint that they are the worst internet out there . They tell you nothing up front that we control how much you can download . I advice anyone Please do not get Hughes net for internet I really think they need to be shut down and run out of business . They tell you nothing up front. about what they do and I also will advise you they don't give care at all there support you wise well not even bother to call. They have been taking advantage of people long enough. Why are these Hughes net aloud to keep selling any of there business would of been shut down yet the problem keeps going on. No company in the United States all to be able to control How much you download or try to watch on your computer. Best place we can find for there satellite is bury it the back yard. And they never fix any problem. I called in told them I wanted something done this man wouldn't give me his name . His reply was you need to forget about watching movies on the internet or playing game. who has the right. And I ask why are they getting away with this. No other business is aloud to do what there during to people
Posted by Jogn on 2013-07-07:
I signed up with Hughes net under the belief that I would be able to do online school. I was assured that it was plenty fast to handle it. Immediately I had trouble with getting kicked off my student website because my "high speed" service was so slow. They lie, they cheat, they steal. I'm all behind a lawsuit!
Posted by Steven and Lou on 2013-09-05:
Disconnected the internet from the Dish box, used my T mobile dongle, discontinued streaming (See disconnected from internet) and live out in the sticks so unless the foxes, deer and fairies are pilfering the internet I am dumbfounded as to how we could use 17 Gig in 5 days. Even using my 5 gig dongle from T mobile I have never exceeded 5 gig in a month of constant use. We will certainly join a law suit against Hughes and co defendant DISH. We also have data from an independent source to validate usage, Dish employees have said that it is a fraud and the only one in denial are the VP's more worried about their bonuses than providing a fair and equitable service to consumers.
Posted by wb on 2013-12-10:
Horrible, horrible service. Use your mobile hotspot if in an area that doesn't have dsl!! Do not waste your $$ on Hughesnet! They are terrible, slow, clunky. Even the Gen4! I had to cancel it and go with my mobile carrier. So slowwwww!
Posted by Anthony Adams on 2014-01-02:
Sadly, I was a Hughesnet customer about 3-4 years ago. Everything everyone has said happened to me. Their internet speed was ridiculous, their customer services was pathetic, and I was absolutely not informed of being limited to internet use per day. However, I dealt with being screwed over by them just because there was no one else. But when THEIR equipment malfunctioned (that I was paying for in my bill for "renting" the equipment) I was told I would have to pay $250.00 fee for a service technician to come out an evaluate the problem. I attempted to explain to the East Indian representative how I didn't agree with their policy and asked to speak to a supervisor. I got absolutely no where, except now I have a black mark on my credit report because I refused to continue to pay for services I couldn't use.
Hughesnet is a joke.
Posted by Vivian Brown on 2014-01-04:
My experience has been the same as all the above. I told them I had three college kids that needed fast internet for school. They lied and said the Gen4 was perfect. Three months have past and we probably only get one day a month of working internet service. We pay them $130 per month for nothing.
I would gladly join a class action lawsuit against them. Hughesnet is a scam!
Posted by Joseph R.Buteau on 2014-01-20:
I have now been on the phone 7 hours gotten nowhere bunch of morons I feel even more stupid for doing business with Hughesnet than the idiots I talked to. They even sent me to independent tech support . I do believe he too was wondering about how hughesnet could tell people what they do and get away with it. Hughesnet fix the problem stop hiring idiots. suing them OK putting them behind bars way better.
Posted by D. C. Pierce on 2014-02-09:
I have had better service on my TRS80 Tandy on dialup than I have had with Hughesnet. Its time for a class action suite and do Hughesnet in as their tech support sucks. Lets go get them.
Posted by Kevin McGee on 2014-02-10:
I hate hughesnet. They promise so much with Gen 4 but dont deliver. Never do they tell you about the FAP policy until after you sign up. I want unlimited satelite internet so I can enjoy the internet like I should be able to.
Posted by Linda Dickson on 2014-02-14:
We have had Hughes net for 7 months and figured out we get under 3 hrs of internet per month. The internet service is extremely slow and freezes up every few mins. I haven't even been able to watch a 3 min music video on youtube. the tech lied to me on the phone saying the lights on the box are suppose to be flashing all the time! They informed us we have to buy tokens to continue service.
Posted by D Meeker on 2014-02-24:
I would gladly join a class action lawsuit. I got Hughesnet and was not told about the amount of "Data Usage" during the day would be 1/3 of what it was from 2am-8am. That was a total joke. So WHEN I signed up, I had a 30 day "trial period". I hated it so I cancelled it when the 30 days were up. It took 3 times calling someone for my account to actually be cancelled. And after I was assured I would not be charged any more fees, I in fact was. So then I was sent the box to send my router back, but had to climb on the roof to get the radio off the dish. But they only gave us 6 days I was charged $347.28 for my equiptment through my bank without being told. They still have not sent me a refund from the monthly charges and now Im sure I will have to wait for $347.28 to be refunded. They have terrible speeds, they lie and they steal!!! DONT GET HUGHESNET !! I will be contacting the Attorney General regarding this company.
Posted by Fabio on 2014-02-27:
Do not use hughesnet. All the bad things you read about hughesnet are true. I have had that fraud of a company as an "internet provider" for the past three months. I'm ashamed to admit that I've been had
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Hughes Net Satellite Way Worse than Awful
Posted by JasperNicky on 02/03/2009
WELLINGTON, COLORADO -- I decided to go back to school and wanted to participate in online classes. Initially I was using dial up service which was incredibly slow. Then I saw an ad for Hughes Net. They were able to provide me with service and, for the most part, it was better than dial up. Then I had to move and that's where the problems began. The Hughes Net installer came out to my new location and set up my equipment for $200.00. Let me repeat that: The Hughes Net Installer came out and set up the equipment at a cost of $200.00. My monthly charge was about $80.00. Eventually I needed to reduce my monthly costs so I called Hughes Net to see if they had a lower cost package. Yes, they did. So the Support tech had me input the new configuration information and I completely lost their signal. I wasn't even able to revert back to the old configuration. She informed me that the initial installation had not been set up correctly (@$200.00). Unfortunately for me, Hughes Net would now charge me an additional $175.00 to come out to re-align my satellite dish that their technician had not set up correctly in the first place. I registered a complaint with a supervisor who was incredibly rude. According to Hughes Net, this is all my fault because I didn't discover the initial installation was done wrong. Hughes Net makes my brain bleed.

At any rate, I have now reverted over to DSL but I am stuck paying $55 per month to these people because I'm under contract until August 2009. I refused to pay the additional realignment fee so I wouldn't be able to access their service. This company is completely and utterly out to screw you. Buyer beware!
     
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Posted by Anonymous on 2009-02-03:
Contact the local consumer protection people. That the new configuration caused the signal to be lost is not your fault. I'd say it is faulty equipment. The system worked before you followed their instructions. You can also visit the Hughes forum at www.dslreports.com. Post your situation there. The readers will help you.
Posted by Gallantron on 2009-07-16:
Satelite Internet maybe fast but you can not download any thing over 3GB. PS. Do not go to Wildblue they are the same way
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Is this legal?
Posted by Kjsgirl97 on 01/19/2011
MY GOSH I WISH I WOULD HAVE WENT ONLINE AND DONE RESEARCH BEFORE EVER THINKING OF GETTING HUGHES NET. THIS HAS GOT TO BE ILLEGAL. THEY SOUND SO CHEAP AND SUCK ALOT 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 HUGHES NET, 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 HUGHES NET DEBITED IT AND GAVE ME AN APPROVAL CODE. I CALLED HUGHES NET 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.
     
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Posted by jktshff1 on 2011-01-20:
Yes
Posted by Helen Warner on 2013-02-18:
They are doing us the same wau and won't resolve anything with us! I am going to an attorney today to see what can be done. This place is all that you say and more!
Is there a class action lawsuit I can get in to that will get us back our hard earned cash that we do not owe them. They billed my Creditcard twice for the Gen four installation and now will not return my money to my credit card. SO the credit card is after me to pay the second billing that I do not owe after They(the credit card) sent them the second amount which was not owed. They are charging me interest on a bill I do not even owe! Help ME, Please. This is fraud..
Posted by DeepWater_01 on 2013-07-02:
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 then 250gig which is AT and 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 what ever 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 …..

http://www.digtriad.com/news/article/178031/176/Bank-of-America-Gets-Pad-Locked-After-Homeowner-Forecloses-On-It

http://yourbusiness.azcentral.com/place-lien-against-company-2682.html

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.
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Don't get Hughes Net
Posted by Amcnew on 01/19/2011
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 up side I got Verizon wireless internet, it is faster, cheap, and it can go where I go.

     
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Posted by 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!!!
Posted by 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 extemely 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 sattelite and should be up in a couple of days. Their english is not very good. I dont 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 do 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 Disaster
Posted by K57 on 06/24/2010
My daughter and I are students in online classes, so internet service is a must have. We live in the country so many options for internet service aside from dial-up were unavailable. So, looking for a way out of dial-up (which is free) we thought Hughes Net would be the best bet. My daughter called and set up the service and someone came out that week. However, from the day they step foot into our home (May 22 2009), disaster after disaster followed.
Free installation was advertised and we wanted to take advantage of that option. However, upon seeing the satellite dish and the bolts/screws that needed to permeate roof, that would not have been practical. The dish itself was about 80lbs and the screws were about 10 inches long. These could have easily came through my ceiling. So, in order to get the service we had to install the dish in the ground next to the house, which was $125. We did not know then that the dish would not be working correctly. So for about 1 week we had good service. And then there was no service. AT ALL. I called and someone came out, and did a quick fix, and a few days later, it was out again. Someone came out again and this was when we were informed that the radio on the dish was bad, and it would be replaced with a REFURBISHED radio. It was replaced but service was still slow. I remember my daughter downloading 2 songs and that slowed the entire service down to almost a complete halt. It was so slow because of some ‘Fair Access’ plan that was in effect for all customers. Well, that’s fine we need to share the internet I guess, but the completely free times in which the policy was no in effect was during 3AM – 6AM, in which I am asleep. I was upset about the poor connectivity I was receiving and that I had to pay for service that was not working, so in talking to technicians, I was compensated for two months free service. Now, I know that was just their way to keep me from canceling the whole thing before my 30 days was up and get me into the 2 year contract for sure. They replaced a radio on the dish once and have come here several times to fix it (June 4th, 7th and November 9th plus many other times that the tech person did not give me a receipt for). Their commercials are so misleading. They are not fast unless you buy the Elite Premium package, which is the most expensive and still fall under a Fair Access policy, which I would like to say Hughes Net is the only internet service I have come across that has this policy. Like I said, I purchased HughesNet to get rid of dial up (which was much better than HughesNet) because my exams take 3 hours to take online and I needed a reliable internet service. HughesNet was not the answer. There were numerous amounts of times that we were barely getting our work in on time because of our unreliable internet service. In addition to that, I have had to get special permission from my instructor to restart 2 of my exams because the internet just shut down, and it was not storming or cloudy. Which brings me to another point, they say all you need is view of the clear blue sky, but in my house Hughes Net has all lights working/blinking correctly during storms that include rain, lightning and harsh winds. Why on earth, would I need or try to get online while a storm is going on outside? And as soon as the storm is over, Hughes Net is done as well, so no service before or after, just during.
I hate HughesNet! I don’t understand the English the tech support people speak, they make me so frustrated, I have to hang up before getting any results. They want me to pay them an additional $400 to get out of the contract early. The service always seems to be down, even in good weather. I rarely even try to use it anymore.
I want desperately to get out of this contract, but I do not have $400 to get out. I tell everybody I know how much I hate it, and nearly everyone I tell that also has it or has experienced it says the same thing, how much they hate it. I have since purchase Verizon DSL for internet service to make sure I can complete my online class work. My co-worker has HughesNet also, her contract runs out within a few months and she says she is not renewing. I think it is the absolute worst internet service and should be banned from doing business.
I do not recommend anyone wasting their money on HughesNet, I feel tricked and cheated every month they charge my account $71.23, not including the start up money I had to pay, which was well over $300. I am completely unsatisfied and if there was a way for me to get all of my money back, I would love to take the option. Each month I have to pay and the service is not used AT ALL.
     
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Posted by GenuineNerd on 2010-06-24:
Can you get internet service from the cable TV company out in your area? That would be much faster than DSL or HughesNet.
Posted by Elze on 2013-02-23:
I first have to thank all of the users of hughes net for their warnings. I too live in a rural area and was happy to think i could get hughes,but thanks to the comments NO WAY do I need more problems..THANKS AGAIN..
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All you need to know about Hughes net
Posted by Hughesnet on 06/03/2009
Hi,
To all the Hughes net sufferers, who have been somehow cheated wrongly informed or have been promised something which was never delivered.
I am about to let you know how to give them back, what you deserve.
I will let you know, everything there is to know about Hughes net (ISP). This article is referring to the following modem types: DW 4000, DW 6000, DW 7000, HN 7000, HN 7000S and HN 9000.
I will discuss about the following:
1. FAP (Fair Access Policy)
2. Slow Speed (slow download/ slow upload/Speed disclaimer)
3. OOW (Out of Warranty work order / Out of warranty Modem)
4. Installers complain (Wrong installation done)
5. Email Issues (Webmail, Configuring Email client)
6. How to speak to advance tech support (Tier III)

 FAP (FAIR ACCESS POLICY):
This is what Hughes net has to say about it:

Some activities are more likely to exceed the download threshold and trigger the application of the Fair Access Policy (FAP). Several examples are listed below:
Full-length movie downloads
Peer-to-peer (P2P) file sharing programs such as Napster, Kazaa or LimeWire
Continuous downloading or viewing streaming media content such as audio or video programming
Hosting of server devices such as email, FTP or Web servers
Hosting computer applications such as Web camera feeds
Automated computer to computer connections used for archiving of local computer content
Extensive downloading of Usenet Newsgroups (NNTP)
Use of BitTorrent applications
Simultaneous file downloads
Downloading large files (i. e., file sizes that are close in size to the download threshold of your service plan)
Excessive downloading or use of the services described above may cause subscribers to be affected by the Fair Access Policy, or in severe cases, to be terminated from the service.

But for more info about it please visit this link.
http://www.hughes.com/HUGHES/Rooms/DisplayPages/LayoutInitial?pageid=fairaccess&Container=com. webridge. entity. Entity[OID[BD8BE0839F414B4FB7CDDCA10EFA5369]]

The above information is all bull
What is FAP actually is, any hughesnet subscriber can only download a certain amount of megabyte in any 24 hrs according to their respective plan.
That means that you can only use your internet connect for a certain time only. Now when I say 24 hrs it does not mean one day (Which everyone is confused about). It means your total download or internet usual should not exceed your total download threshold eg: 200 MB in the last 24 hrs. The 24 hrs is a cyclic clock and not a fixed 24 hr clock. When I say download it does not mean you have actually download data. Any internet usage done online eg: surfing website like google, chatting, playing game etc.
You have an OPEN Window which is 3 am to 6 am EST. But most of the time the usage data recorded in incorrect. Even when you have turn off the P. C or the Hughes net modem still it will record some usage on it, which stats that the usage is very incorrect.

Now there is a good new for DW 4000, DW 6000, DW 7000, HN 7000 and HN 7000S users. Hughesnet’s technical support can deactivate the FAP for a customer twice in a month. So you can call the Technical support and tell them that, when the usage page shows data online the P. C and the modem is turned off. You don’t use a router and the windows update or any other software update is turned off, because they will try to blame the router or the windows update. The technical support will reset the FAP for you on the call then a there. Do not get off the call until the FAP is deactivated, because if you are informed they will forward the info to someone or some other Dept then nothing is going to be done at all.

MORAL OF THE THIS STORY: Call up hughes net tech support has ask them to reset you FAP as they can do that. Twice in a month.

 Slow Speed (slow download/ slow upload/Speed disclaimer):
What Hughes net has to say about it?
With the Home service plan, you can connect to the Internet with maximum download speeds up to 1.0 Mbps, with typical speeds about 550 Kbps to 650 Kbps during peak times. Upload speeds, which are capable of reaching 128 Kbps, are typically 70 Kbps to 80 Kbps during peak hours.

With the Pro plan, connect to the Internet with maximum download speeds of up to 1.2 Mbps, with typical speeds about 700 Kbps to 800 Kbps during peak times. Upload speeds, which are capable of reaching 200 Kbps, are typically 100 Kbps to 120 Kbps during peak hours.

With the Proplus plan, connect to the Internet with maximum download speeds of up to 1.6 Mbps, with typical speeds about 800 Kbps to 1.0 Mbps during peak times. Upload speeds, which are capable of reaching 250 Kbps, are typically 130 Kbps to 150 Kbps during peak hours.

With the Elite plan, connect to the Internet with maximum download speeds of up to 2.0 Mbps, with typical speeds about 1.0 Mbps to 1.2 Mbps during peak times. Upload speeds, which are capable of reaching 300 Kbps, are typically 165 Kbps to 180 Kbps during peak hours.

With the ElitePlus plan, connect to the Internet with maximum download speeds of up to 3.0 Mbps, with typical speeds about 1.6 Mbps to 1.8 Mbps during peak times. Upload speeds, which are capable of reaching 300 Kbps, are typically 165 Kbps to 180 Kbps during peak hours.

With the ElitePremium plan, connect to the Internet with maximum download speeds of up to 5.0 Mbps, with typical speeds about 2.7 Mbps to 3.0 Mbps during peak times. Upload speeds, which are capable of reaching 300 Kbps, are typically 165 Kbps to 180 Kbps during peak hours.

If you choose to run a VPN over your satellite service, your data speeds may be reduced by as much as 50-75%. In addition, we do not recommend using HughesNet® to run time-sensitive applications that require fractions-of-a-second user inputs (such as twitch gameplay or real-time equities trading).

For more info try this link:
http://www.gethughesnet.com/faqs. cfm

What I have to say about it:
Hughes net connection speed sucks. All the Ads on the Television are lies.

You will always face slow connection speed with Hughes net and there is nothing you can do or they can do about it. Because it is that way the system is designed. Hughes net connection is based on SHARED BANDWITH. That means the entire HughesNet customers share the same band with available through HughesNet. So the more customer hughesnet has the lesser speed you individually you will get.
Now when you will call Hughes net for any slow connection issue, let it be slow upload or slow download. All they (Tier 1) will do is they will ask you to delete your P. C’s Cache, cookies and browser history. Restart the P. C in SAFE MODE WITH NETWORKING. And at the end they will asked you to run the 5 Web response test back to back (not the SPEED TEST) but the response test. If the Web response test is any where below 12 then they will ask you to run the test for 2 days and call back. What it does is nothing. Just buy time. And when you call back after 2 days and after running the test all you will get is a SPEED DISCLAIMER. That is you will get no more. Because the web response test will most of the time will be below 12. So if you want to get the issue resolved then you have to speak to the ADVANCE TECH support. And the only way you can speak to Advance tech support is when you don’t run the speed test. Inform the person that you can’t run the speed test. Tell them as soon as you click on Initiate Web Response test you get the error “Page cannot be displayed”. And so they will transfer you to Advance tech support and then you can run the test and do the troubleshooting that is required. And after that you don’t have to speak to tier I as you can refer you case number that you got from Tier III.

MORAL OF THIS STORY: DO WANT IS STATED IT ABOVE AND YOU WILL GET ISSUE RESOLVE OR CANCEL THE CONTRACT.

 OOW (Out of Warranty work order / Out of warranty Modem):
What Hughes net has to say about it?
Hughes warrants to the original buyer that under normal use and wear the equipment used to access the Service (the “Equipment”), which includes the Indoor Unit (satellite modem), Power Supply, and Outdoor Unit (Antenna & Radio Assembly), will be free from defects in material and workmanship for a standard limited warranty term of 24 months* from the date of activation. Any Equipment replaced or repaired under this warranty will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer. This warranty is not transferable.
If under normal use and wear, the Equipment becomes defective in materials or workmanship during the warranty period set forth above, Hughes shall at its option and expense, perform one of the following:
• We will repair or replace the defective Equipment within thirty (30) days of the date the defective Equipment was returned to Hughes’ designated address at your expense, to cause it to comply with the terms of this Limited Warranty. Reconditioned replacement components, parts, units or materials may be used if the Equipment is repaired or replaced.
• If service to the Outdoor Unit (satellite antenna and transmitter) is required, Hughes will, at its expense, repair or replace it pursuant to the limited warranty for the first six months after installation. From six months to the end of your limited warranty period, Hughes will cover the cost of the replacement equipment, but the cost of the onsite service technician visit, if necessary, will be paid by you. You may request a price estimate prior to the work, based on the type of the replacement. If your satellite antenna needs to be re-pointed after the first 6 months of service, a standard onsite visit fee will be charged to you. Reconditioned replacement components, parts, units or materials may be used if the Equipment is repaired or replaced.
• We may upgrade the Equipment to a later-generation product that performs the same function and complies with the terms of this Limited Warranty.
THESE ARE YOUR SOLE AND EXCLUSIVE REMEDIES FOR DEFECTS DURING THE WARRANTY PERIOD IN ANY EQUIPMENT COVERED BY THE LIMITED WARRANTY. To request Limited Warranty service you must contact Hughes Customer Service, toll-free, at 1-866-347-3292 within the Limited Warranty period.
For more info check the link:
http://www.hughes.com/HUGHES/Rooms/DisplayPages/LayoutInitial?pageid=subscriber&Container=com. webridge. entity. Entity[OID[A8F7F0D9E61CCF428678A77A7EA0297F]]

What I have to say about it:
Keep a check on your warranty status check when it is going to expire. People whose warranty status is still active nothing to worry. But for those whose warranty status has expired there are options:
1. Sign up for an Express repair home so instead of paying $125 for the Out of warranty work order you will only pay $99.
2. Ask for credits ask the tech person for credit speak to the sup and his sup till you get the credit that does not mean you get for 1-2 week. Credit means you should get the whole credit for the work order.
3. If there was a tech sent out to your location in the last 6 mths then you have put an installer complain that the installation was not done correctly and they will have to send a tech out free.
4. Speak with the Retentions dpt and ask them to waive off the charge, they can do that.

MORAL OF THIS STORY: HUGHES NET WILL AND SHOULD SEND A TECH OUT FREE. SPEAK WITH A SUPERVISOR AND IF REQUIRED SPEAK TO HIS.

 Installers complain (Wrong installation done):

What Hughes net has to say: Nothing they don’t have anything to say. But we can get them.
What I have to say about it:
Well you can only file an Installer complain if the installation was done in the last 6 months. If you think that the installer has not done his job properly, which is true most of the time or if the installer was rude to you. Call up technical support and file an installer complain speak to supervisor in this scenario. What you can do is call them up and tell them that the installer did not install the antenna in the right position, it is pointing toward the tree or something else. The antenna is not fixed right it keeps on shaking or moving when there is wind. The cables are lying in front of the lawn or it is not put underground. When the complain is filed and you are given a case number, you will get a call back within 48 hrs from the install escalation dpt. In this case always speak with a Supervisor.

MORAL OF THIS STORY: HUGHES NET WILL AND SHOULD SEND A TECH OUT FREE. SPEAK WITH A SUPERVISOR AND IF REQUIRED SPEAK TO HIS.

 Email Issues (Webmail, Configuring Email client):
What Hughes net has to say about it: We don’t support this we don’t support that.

What I have to say about it:
If you face any issue with your email. First check if you are able to access you emails from the webmail that is: http://home. myhughesnet.com/
Try to sign and check your email, check if you are able to send and receive emails from this website. If you are then Hughes net will say everything is OK. And will refer you to someone else.
So try to configure the Email client (Outlook/ Outlook Express etc) by yourself.
If you need help in it try the link: http://www.oucs. ox. ac. uk/email/config/
Other than that you will require.
Incoming server: mail. hughes.net
Outgoing server: smtp. hughes.net
Username: (This will be you complete email address)
Leave the rest as it is.
For more info check other links:
http://screenshots. modemhelp.net/navigation/software/emailclients/
http://www.chasms.com/

MORAL OF THIS STORY: TRY TO RESOLVE THE ISSUE BY YOURSELF AND IF HAVE TO CALL TECH SUPPORT SPEAK WITH A SUPERVISOR AS THEY KNOW WHAT THEY DO.

 How to speak to advance tech support (Tier III):
What Hughes net has to say about it: We can’t transfer you to Tier III, Sorry you will have to troubleshoot the whole thing again.
What I have to say about it:
Following are the ways to speak to Tier III:
1. If you have spoken to tier III in the last 7 days refer the case number. And if they refuse to transfer tell them you refuse to troubleshoot and want to speak to tier III only. Speak with the supervisor and he will authorize the transfer.
2. If you have spoken to Tier III much prior to 7 last then. When they ask you to open the System Control Center by: 192.168.0.1. They will ask you to ask you to provide the Transmit status. Give the transmit status as TX code 9. What they will try to do is switch off the modem and restart it. What ever they do you have to say that the Transmit status is still TX code 9. And they will transfer you to Advance technical support. You can try this even during the Troubleshooting.


Other tips for all you Hughes users:
IF YOU CHECK YOU SYSTEM CONTROL CENTER (TYPE 192.168.0.1 in your address bar), check your system status.
If your TX code is
6 or 7: you need to re point the antenna and at the end send a tech out or speak to advance tech support.
10 or 13: you will need a tech at your location.
9: you need to speak to Advance tech support.
24: your transmit cable or the transmitter has an issue. You need a tech out.

And one more thing: SPEAK TO THE SUPERVISOR’S as they know what they are doing. And the reps have no idea what the issue all about.

For any feedback or any info contact me on: hughesnetsucks@gmail.com





     
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Posted by Anonymous on 2009-06-03:
Excellent post and info. Makes you wonder how Hughes can get away with charging for bandwidth that they don't seem to provide. You pay for 3.0 and they give you 2.0, seems the FCC might have issues with the over charged billing?

(VH)
Posted by BokiBean on 2009-06-04:
The is a bottom of the barrel company. Just terrible. I feel bad for anyone who has to use it.
Posted by Anonymous on 2009-06-04:
After seeing this review (and several others for this service) I am thankful I live in an area served by both DSL and cable. Thank you for the informative post.
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