Had service installed a week and a half ago, and this is by far the sorriest excuse for internet service that I've ever experienced! It's completely unusable for anything other than checking your em...
I actually decided to call HughesNet back today in order to figure out this situation. After being on the phone for an hour the Senior Rep. hung up on me!!! I don't care about the crap they go through I have worked at call centers, but you never hang up on a customer having problems. My biggest issue is the fact that no one knows how to take proper notations on accounts, and in order to get them to listen to recorded calls I have to get a Judges order! You would think if HughesNet cares about its customers they would listen to the recordings to find the truth. They try everything they can to not let you talk to supervisors/managers as well after I got hung up on I told the lady to send me straight to the supervisor/manager, and she tried to refuse my request saying they will only tell me what she told me. In reality nothing got resolved except they took one month bill payment off. I will still cancel as soon as possible, and make sure everyone knows how shady HughesNet really is! Also notice I am saying HughesNet not the employees its not their fault for being forced into following the corupt business model.
"I have worked at call centers, but you never hang up on a customer having problems."
These days call center reps are allowed to hang up on abusive customers. Your posts come across as hostile and aggressive, and I imagine you're the same over the phone. Try being courteous and respectful for a change and they may not hang up on you. Instead of griping about them, try to rise above and be nice.
I can only be as respectful as they are to me! I got transfered 5 times having to repeat the issue every single time. The first 3 I'm as respectful as I can be or anyone could be after that all I wanted was the manager, and being refused the ability to talk to a manager. Yes this is an aggressive post I've dealt with this for months now, and hours upon hours on the phone. I was not attacking the senior rep when he hung up on me, and the manager I finally talk to after that said they would reprimand the employee for his actions. All I am doing is trying to explain my situation the best I can with the actions that have happened.
I hear you, but if you try to continue to be respectful even in the face of another person's disrespect, they will eventually stop being disrespectful to you. And if they don't stop soon enough for your needs, you can always politely inform them that you will hang up now and try with someone else. I'm sure you can totally avoid escalation if you try. EDIT: although at this point I think it might be better if you stay off those phone calls. The phone reps may not have enough authority to help you.
When did you begin your subscription to the service? If it wasn't too long ago, the sales call can be pulled by the HN staff on this site (they have "mod" next to their handle), and they can see whether the sales person set the right expectations. If they didn't, you may have recourse, and the sales person will receive training that will improve their service.
In any case, I hope you get your issues addressed!
I have already tried that, and they refuse to do it! That's why when I got a call back being told we can get disconnected for free due to the sales rep misinformation I got excited. Only to get a call back with completely different information. So I call to get them to listen to the recordings or at least let me have them, but they refuse again unless I have a Judges order. So what would you do in this situation? I stayed calm respectful until pushed to not let them toy me around anymore. The call back guy who said new information is the one who told me to post complaints on community page, and hope that the head brass would finally look bbn into my complaints. I was respectful, calm, and considerate to every person until they tried to throw me around in circles.
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Service","id":"message:118509","revisionNum":1,"repliesCount":20,"author":{"__ref":"User:user:96874"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:118509"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:118509"},"body@stripHtml({\"truncateLength\":200})":" Had service installed a week and a half ago, and this is by far the sorriest excuse for internet service that I've ever experienced! It's completely unusable for anything other than checking your em...","body@stringLength":"457","rawBody":"
Had service installed a week and a half ago, and this is by far the sorriest excuse for internet service that I've ever experienced! It's completely unusable for anything other than checking your email. Customer service doesn't care, they just want to make sure you know about the Early Termination Fee. Will definitely be telling EVERYONE I know to AVOID THIS SERVICE!!! I refuse to pay for something that doesn't work.
\"I have worked at call centers, but you never hang up on a customer having problems.\"
These days call center reps are allowed to hang up on abusive customers. Your posts come across as hostile and aggressive, and I imagine you're the same over the phone. Try being courteous and respectful for a change and they may not hang up on you. Instead of griping about them, try to rise above and be nice.
","body@stringLength":"454","rawBody":"
\"I have worked at call centers, but you never hang up on a customer having problems.\"
These days call center reps are allowed to hang up on abusive customers. Your posts come across as hostile and aggressive, and I imagine you're the same over the phone. Try being courteous and respectful for a change and they may not hang up on you. Instead of griping about them, try to rise above and be nice.
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I actually decided to call HughesNet back today in order to figure out this situation. After being on the phone for an hour the Senior Rep. hung up on me!!! I don't care about the crap they go through I have worked at call centers, but you never hang up on a customer having problems. My biggest issue is the fact that no one knows how to take proper notations on accounts, and in order to get them to listen to recorded calls I have to get a Judges order! You would think if HughesNet cares about its customers they would listen to the recordings to find the truth. They try everything they can to not let you talk to supervisors/managers as well after I got hung up on I told the lady to send me straight to the supervisor/manager, and she tried to refuse my request saying they will only tell me what she told me. In reality nothing got resolved except they took one month bill payment off. I will still cancel as soon as possible, and make sure everyone knows how shady HughesNet really is! Also notice I am saying HughesNet not the employees its not their fault for being forced into following the corupt business model.
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I actually decided to call HughesNet back today in order to figure out this situation. After being on the phone for an hour the Senior Rep. hung up on me!!! I don't care about the crap they go through I have worked at call centers, but you never hang up on a customer having problems. My biggest issue is the fact that no one knows how to take proper notations on accounts, and in order to get them to listen to recorded calls I have to get a Judges order! You would think if HughesNet cares about its customers they would listen to the recordings to find the truth. They try everything they can to not let you talk to supervisors/managers as well after I got hung up on I told the lady to send me straight to the supervisor/manager, and she tried to refuse my request saying they will only tell me what she told me. In reality nothing got resolved except they took one month bill payment off. I will still cancel as soon as possible, and make sure everyone knows how shady HughesNet really is! Also notice I am saying HughesNet not the employees its not their fault for being forced into following the corupt business model.
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icon"},"localOverride":false},"Revision:revision:118813_1":{"__typename":"Revision","id":"revision:118813_1","lastEditTime":"2020-01-23T13:20:40.378-05:00"},"ModerationData:moderation_data:118858":{"__typename":"ModerationData","id":"moderation_data:118858","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:118858":{"__typename":"ForumReplyMessage","uid":118858,"id":"message:118858","revisionNum":1,"author":{"__ref":"User:user:97296"},"readOnly":true,"repliesCount":3,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:118857"},"conversation":{"__ref":"Conversation:conversation:118509"},"subject":"Re: Horrible Internet; Unhelpful Customer Service","moderationData":{"__ref":"ModerationData:moderation_data:118858"},"body":"I can only be as respectful as they are to me! I got transfered 5 times having to repeat the issue every single time. The first 3 I'm as respectful as I can be or anyone could be after that all I wanted was the manager, and being refused the ability to talk to a manager. Yes this is an aggressive post I've dealt with this for months now, and hours upon hours on the phone. I was not attacking the senior rep when he hung up on me, and the manager I finally talk to after that said they would reprimand the employee for his actions. All I am doing is trying to explain my situation the best I can with the actions that have happened.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2020-01-24T10:54:49.091-05:00","lastPublishTime":"2020-01-24T10:54:49.091-05:00","metrics":{"__typename":"MessageMetrics","views":7113},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:118509/message:118858","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwzfDM5OjF8aW50LDExODg2MiwxMTg4NjI","node":{"__ref":"ForumReplyMessage:message:118862"}}]},"customFields":[],"editFrozen":false,"body@stringLength":"634","rawBody":"I can only be as respectful as they are to me! I got transfered 5 times having to repeat the issue every single time. The first 3 I'm as respectful as I can be or anyone could be after that all I wanted was the manager, and being refused the ability to talk to a manager. Yes this is an aggressive post I've dealt with this for months now, and hours upon hours on the phone. I was not attacking the senior rep when he hung up on me, and the manager I finally talk to after that said they would reprimand the employee for his actions. All I am doing is trying to explain my situation the best I can with the actions that have happened.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:118858_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:118862":{"__typename":"ModerationData","id":"moderation_data:118862","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:118862":{"__typename":"ForumReplyMessage","uid":118862,"id":"message:118862","revisionNum":2,"author":{"__ref":"User:user:21490"},"readOnly":true,"repliesCount":2,"depth":7,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:118858"},"conversation":{"__ref":"Conversation:conversation:118509"},"subject":"Re: Horrible Internet; Unhelpful Customer Service","moderationData":{"__ref":"ModerationData:moderation_data:118862"},"body":"
I hear you, but if you try to continue to be respectful even in the face of another person's disrespect, they will eventually stop being disrespectful to you. And if they don't stop soon enough for your needs, you can always politely inform them that you will hang up now and try with someone else. I'm sure you can totally avoid escalation if you try. EDIT: although at this point I think it might be better if you stay off those phone calls. The phone reps may not have enough authority to help you.
When did you begin your subscription to the service? If it wasn't too long ago, the sales call can be pulled by the HN staff on this site (they have \"mod\" next to their handle), and they can see whether the sales person set the right expectations. If they didn't, you may have recourse, and the sales person will receive training that will improve their service.
In any case, I hope you get your issues addressed!
I hear you, but if you try to continue to be respectful even in the face of another person's disrespect, they will eventually stop being disrespectful to you. And if they don't stop soon enough for your needs, you can always politely inform them that you will hang up now and try with someone else. I'm sure you can totally avoid escalation if you try. EDIT: although at this point I think it might be better if you stay off those phone calls. The phone reps may not have enough authority to help you.
When did you begin your subscription to the service? If it wasn't too long ago, the sales call can be pulled by the HN staff on this site (they have \"mod\" next to their handle), and they can see whether the sales person set the right expectations. If they didn't, you may have recourse, and the sales person will receive training that will improve their service.
In any case, I hope you get your issues addressed!
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That's why when I got a call back being told we can get disconnected for free due to the sales rep misinformation I got excited. Only to get a call back with completely different information. So I call to get them to listen to the recordings or at least let me have them, but they refuse again unless I have a Judges order. So what would you do in this situation? I stayed calm respectful until pushed to not let them toy me around anymore. The call back guy who said new information is the one who told me to post complaints on community page, and hope that the head brass would finally look bbn into my complaints. I was respectful, calm, and considerate to every person until they tried to throw me around in circles.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":1,"postTime":"2020-01-24T11:13:06.075-05:00","lastPublishTime":"2020-01-24T11:13:06.075-05:00","metrics":{"__typename":"MessageMetrics","views":7099},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:118509/message:118867","customFields":[],"readOnly":true,"editFrozen":false,"body@stringLength":"773","rawBody":"I have already tried that, and they refuse to do it! That's why when I got a call back being told we can get disconnected for free due to the sales rep misinformation I got excited. Only to get a call back with completely different information. So I call to get them to listen to the recordings or at least let me have them, but they refuse again unless I have a Judges order. So what would you do in this situation? I stayed calm respectful until pushed to not let them toy me around anymore. The call back guy who said new information is the one who told me to post complaints on community page, and hope that the head brass would finally look bbn into my complaints. I was respectful, calm, and considerate to every person until they tried to throw me around in circles.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:118867_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"CachedAsset:text:en_US-components/tags/TagView/TagViewChip-1739990369000":{"__typename":"CachedAsset","id":"text:en_US-components/tags/TagView/TagViewChip-1739990369000","value":{"tagLabelName":"Tag name {tagName}"},"localOverride":false},"Revision:revision:118858_1":{"__typename":"Revision","id":"revision:118858_1","lastEditTime":"2020-01-24T10:54:49.091-05:00"},"Revision:revision:118867_1":{"__typename":"Revision","id":"revision:118867_1","lastEditTime":"2020-01-24T11:13:06.075-05:00"},"Revision:revision:118862_2":{"__typename":"Revision","id":"revision:118862_2","lastEditTime":"2020-01-24T11:07:23.287-05:00"}}}},"page":"/forums/ForumMessagePage/ForumMessagePage","query":{"boardId":"AccountandBilling","messageSubject":"horrible-internet-unhelpful-customer-service","messageId":"118509","replyId":"118857"},"buildId":"q_bLpq2mflH0BeZigxpj6","runtimeConfig":{"buildInformationVisible":false,"logLevelApp":"info","logLevelMetrics":"info","openTelemetryClientEnabled":false,"openTelemetryConfigName":"hughes","openTelemetryServiceVersion":"25.2.0","openTelemetryUniverse":"prod","openTelemetryCollector":"http://localhost:4318","openTelemetryRouteChangeAllowedTime":"5000","apolloDevToolsEnabled":false,"inboxMuteWipFeatureEnabled":false},"isFallback":false,"isExperimentalCompile":false,"dynamicIds":["./components/seo/QAPageSchema/QAPageSchema.tsx","./components/community/Navbar/NavbarWidget.tsx","./components/community/Breadcrumb/BreadcrumbWidget.tsx","./components/customComponent/CustomComponent/CustomComponent.tsx","./components/messages/TopicWithThreadedReplyListWidget/TopicWithThreadedReplyListWidget.tsx","./components/messages/RelatedContentWidget/RelatedContentWidget.tsx","./components/messages/MessageListForNodeByRecentActivityWidget/MessageListForNodeByRecentActivityWidget.tsx","./components/messages/MessageView/MessageViewStandard/MessageViewStandard.tsx","./components/customComponent/CustomComponentContent/TemplateContent.tsx","../shared/client/components/common/List/UnstyledList/UnstyledList.tsx","./components/messages/MessageView/MessageView.tsx","./components/messages/MessageView/MessageViewInline/MessageViewInline.tsx","../shared/client/components/common/List/ListGroup/ListGroup.tsx","../shared/client/components/common/Pager/PagerLoadMore/PagerLoadMore.tsx","./components/customComponent/CustomComponentContent/HtmlContent.tsx","./components/customComponent/CustomComponentContent/CustomComponentScripts.tsx","../shared/client/components/common/List/UnwrappedList/UnwrappedList.tsx","./components/tags/TagView/TagView.tsx","./components/tags/TagView/TagViewChip/TagViewChip.tsx"],"appGip":true,"scriptLoader":[{"id":"mixPanel","src":"https://community.hughesnet.com/t5/s/ssqng67387/pagescripts/1733832053000/mixPanel.js?page.id=ForumReplyPage&entity.id=board%3AAccountandBilling&entity.id=message%3A118857","strategy":"afterInteractive"}]}
