I have tried and tried contacting your "customer service" through emails and phone calls. The emails never address my issues and when I call for help I get someone in the Philipines who can barely speak English and is NEVER any help. I have also tried online chat and it NEVER works.
I am OVER it and about to cancel my service and look for a new one.
CAN ANYONE HELP ME??????
This is a support community, so you've come to the right place.
What is the issue you're experiencing and with which you need help?
I have been over charged $20 one month, it shows me using data even when my computer is shut down and I am out of the country, my service is in and out all the time....satellite, I can understand that, but when it's clear, sunny and no wind?
the service is VERY slow, so bad that I can't tell when my monthy allowence has been used up.....no difference
I was also told by email that I would get a call back to help me out, but NOTHING. I was also told they would give me a better deal, but when I called customer support all they offered was to upgrade me, charge me more money and sign another two year contract
I pay $71.00 a month now and when I checked the same service option they only charge $49.00?????
I have NEVER got a good answer, or help from anyone......my case number is 113455227
Regarding your billing, that's something a rep will have to help you with. But, with that said, keep in mind that, if you lease, you pay an additional $14.99 per month as a lease fee. Also, if you receive a paper bill, that's another $5 per month. Plus, there are state and local taxes that you may pay. If the price on your base package is $20 more than it originally was, it may be that a promotional offer has expired. Again, though, the reps will help you with your billing questions/issues and let you know exactly what's going on.
Regarding the data usage, many things can use data, even when they are seemingly off, as they may actually be in standby, and still connected. As long as the modem is powered, anything that had previously been connected through WiFi may still be connecting and still using data. And certain devices, like satellite TV receivers, can use a LOT of data, even when they are turned off, as again, they're actually in standby, and there is no way to control that data usage. This is the major reason why HughesNet recommends against connecting a satellite TV receiver, especially DirecTV's, to HughesNet. I'm not saying you have one connected, nor any other specific items connected. I'm only giving possibilities of what may be using data without you knowing it's happening. The following two posts (the first post in each thread) may be of help...
Regarding service interruptions, if they're occasional and don't last long, it's very possible that the interruptions are due to weather at your gateway, which is in a different state than you. Weather at your gateway can affect your service in the same way as weather at your own location, so even when it's clear where you are weather can still affect your service. But, if it's more than just an occasional disruption it could indicate something else going on, which the reps will need to determine. They can run remote diagnostics on your HughesNet equipment, so make sure to leave your modem plugged in if you don't normally do so, as it has to be plugged in for them to be able to run said remote diagnostics.
Regarding speed issues, there are speed tests that are normally requested to be run to help to not only establish that there is a problem, but also help to point to what could be causing it. However, with there being possible connection issues I wouldn't recommend that you run them until it's either determined that there is no equipment issue, or it's determined that there is, but the issue is fixed.
The reps are on M-F from approximately 8AM to 5PM EST, though it can take them a day or two to reply. The will reply, though. Normally billing questions are asked to be posted in the "My Account & Billing" section, but the may answer those questions here. They'll also determine the next step to take regarding the connection and speed issues, which may also be related to each other. They'll know for sure.
They will charge you $400 to cancel service. I want to cancel mine also.
