Forum Discussion

jlantz's avatar
jlantz
Junior
8 years ago

Deceptive GEN5 Upgrage Practice, or lack of upgrade.

I have been trying since Monday to get my system upgraded to GEN5

Every time they try to subnit my order, it returns an error, supposedly saying the system they are trying to contact is not available, and they say they can not upgrade me today... 

 

I have spent well over 3 hours on the phone and NO ONE WILL OWN AND FIX THIS PROBLEM.

 

I keep getting passed from sales clerk to sales clerk. They say they will be right back after checking on the problem, and I end up starting all over with a different sales person.. 

 

I am being forced to stay locked in a higher priced product with lesser service. It is in Hughesnet interest not to upgrade me, because they are making more moneny from me on the old system than if they upgrade me, and take less money from me on the new system.

 

Sure feels like a scam.. Offer a cheaper product, then keep saying sorry, we can't today.... It's been over a week now, and at one time I was told this probem has been happening almost two months now.. 

 

What's the issue Hughes?????? What a bad way to do business.. you are looking pretty incapable to this customer

 

Why can no one own this problem and why can no one upgrade my system?!?!?!

  • Liz's avatar
    Liz
    8 years ago

    Good morning jlantz,

     

    Please check your PMs, as I've sent you the contact information for your dealer doing the Gen 5 upgrade for you.

     

  • jlantz's avatar
    jlantz
    Junior
    8 years ago

    Here's an idea Hughes... If you really care about your customers, why don't you lower my current monthly payment to $99.99 a month for my current plan, since you say you can't or won't or refuse to upgrade me to the new 50gig plan that is $99.99 a month. 

     

    I am being ripped off by you not upgrading me... You are charging me more, for a lesser plan than your current top tier upgrade... 

     

    I would also love to know why you do not use US call centers? I am sick and tired of trying to understand someone who has no idea how to fix my problem... Also if you "accidently" hang up on a customer, why do you not call them back? OH I KNOW.. because the agent has no way to fix this problem, and wants nothing mere than to get another irate customer off the phone.... Hughes would rather leave a long time customer hanging than give them SERVICE.... 

     

    I don't know.. maybe it's time to go to Excede.. but then again, I'm sure Hughes could really care less...  

    • Liz's avatar
      Liz
      Moderator
      8 years ago

      Good morning jlantz,

       

      Welcome to the community and thanks for posting. We certainly do want to upgrade you to Gen 5. This is definitely an unusual occurrence, and after reviewing your account's case notes, I'm seeing our agents' reports and copies of the error they're getting when trying to process your upgrade.

       

      If it's OK with you, I'd like to try upgrading you myself to see if this particular error persists. If it does, I can escalate this to our billing team here at corporate. If it comes to that, I will also credit your account while we work on resolving this for you.

       

      Looking forward to hearing back from you.

       

      • jlantz's avatar
        jlantz
        Junior
        8 years ago

        THANK YOU LIZ!!!!!!

         

         

        Yes, I would love if you upgrade me... I want the 50g plan and I want to lease the new equiment.

         

        Im still pretty frustrated that Hughes does not have a way to escalate a consumer problem on the phone, and leaves a person to have air their problems in a public forum until it causes someone to care enough to help.

         

         

         

    • Liz's avatar
      Liz
      Moderator
      8 years ago

      Hi jlantz,

       

      You're welcome! I tried the upgrade and I got the same error message. Unfortunately it's a cryptic error code that doesn't indicate what the matter is. After digging around a bit, I think I have an idea as to why no one is able to process an upgrade. Please check your private messages in the top right corner of the community page by clicking the envelope icon, I will be sending you a PM to further address your concerns.

       

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Good morning jlantz,

         

        Please check your PMs, as I've sent you the contact information for your dealer doing the Gen 5 upgrade for you.

         

  • dannyleo's avatar
    dannyleo
    New Poster
    8 years ago

    Hughes net meters back all of their signals... no one actually gets what is advertised.  Gen 4 gave me 1.5mb streaming speed ... not enough to view netflix.   Gen 5 is not better... except they promise more speed but deliver none of it.  

     

    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      8 years ago
      dannyleo wrote:

      Hughes net meters back all of their signals... no one actually gets what is advertised.  Gen 4 gave me 1.5mb streaming speed ... not enough to view netflix.   Gen 5 is not better... except they promise more speed but deliver none of it.  

       

      First, Hughesnet doesn't "meter back" anything until one is in FAP.  

       

      Secondly, my Gen5 speed below.  If that's not delivering, I'd like to know what is.  

       

        

       

    • Gwalk900's avatar
      Gwalk900
      Honorary Alumnus
      8 years ago
      dannyleo wrote:

      Hughes net meters back all of their signals... no one actually gets what is advertised.  

       

      This is soooo very very true !

      I can't speak to Gen5 but my Gen4 'up to' 15 Mbps plan routinely gives me 21-27 Mbps speeds. Not at all or even close to what is advertised.

      I need to contact the NFL about this.

       

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        8 years ago
        Gwalk900 wrote:
        dannyleo wrote:

        Hughes net meters back all of their signals... no one actually gets what is advertised.  

         

        This is soooo very very true !

        I can't speak to Gen5 but my Gen4 'up to' 15 Mbps plan routinely gives me 21-27 Mbps speeds. Not at all or even close to what is advertised.

        I need to contact the NFL about this.

         

        Heck, I didn't even think about my Gen4 plan before I upgraded.  I was getting in the high 20s as well.  How dare they!!!  And my folks' Gen4 plan's advertised speed is up to 10Mbps, and THEY are getting in the high 20s.  Not even close to what is advertised, for sure.