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Failing To Provide Service

New Poster

Failing To Provide Service

We have had HughesNet since May. Since then we have had to call every 10 days or so to "fix our internet" because it was never working properly. Many times we were promised that the issue was resolved, and we wouldn't have to call again, WRONG. Finally after calling 4 times within 15 days, we tried to cancel our service. Paying $100 a month for a service that isn't being fulfilled is a crime. We were told that we were not justified in cancelling our contract and that we will be billed for "early termination." What a joke. I can't wait to file complaints with the Federal Trade Commission and Better Business Bureau!

44 REPLIES 44
Distinguished Professor III

Re: Failing To Provide Service

@hoewing14

 

This section is not for HughesNet support, as is clearly stated in the section description.  

 

If you would like to get help with your issue(s), please start a new topic in Tech Support and describe the issue(s) you are having.  


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Sophomore

Re: Failing To Provide Service

I have been with Hughesnet for 5 years. Unfortunately for those in rural areas there are no good options but this company has lied to me repeatedly. I upgraded to gen 5 hesitantly since my speeds until this point fell below dial up standards at times (got a 41 kbps with a rep on phone once even well below dial up). With promises of 25 Mbps download and 3 Mbps upload I got excited and when told my bill would only be $2 more a month I jumped in. After a few weeks service got slow so i complained.. offered a free upgrade for more data while escalating to a lvl4 tech.. tech decided to send a tech to my home. The 3rd party tech honestly told me there are areas of extreme congestion and that hurts our speeds. Furthermore while upgrading my modem my dish was not. So I was not pointed to the new satellite and very congested on the old. The tech left knowing nothing had changed. Once again with the level 4 tech on phone I'm told well Hughesnet is having problems but should be ironed out soon and I get a 3 month credit to bring down bill. Well somehow my bill is $20 higher than before and I still can't get the speeds I paid for. I spent two hours on the phone tonight (mostly hold time) honestly the person's accent was so thick and rate of speech so fast I had great great difficulties (and sadly I spent years in teleservices training reps overseas in India to deal with Americans and I still couldn't understand this person well at all). Now I get to do the dance again. I get a call from a lvl4 tech tomorrow even knowing exactly how this will go I feel powerless to stop, I want to be able to stream movies and play games like the commercials say (btw seeing a Hughesnet commercial inspires rage in me and likely every customer you already have) but I know this won't be fixed and truly the only thing you can do is complain and reduce the cost of the crap service that simply using will cause frustration.
Sophomore

Re: Failing To Provide Service

I have been with Hughesnet for 5 years. Unfortunately for those in rural areas there are no good options but this company has lied to me repeatedly. I upgraded to gen 5 hesitantly since my speeds until this point fell below dial up standards at times (got a 41 kbps with a rep on phone once even well below dial up). With promises of 25 Mbps download and 3 Mbps upload I got excited and when told my bill would only be $2 more a month I jumped in. After a few weeks service got slow so i complained.. offered a free upgrade for more data while escalating to a lvl4 tech.. tech decided to send a tech to my home. The 3rd party tech honestly told me there are areas of extreme congestion and that hurts our speeds. Furthermore while upgrading my modem my dish was not. So I was not pointed to the new satellite and very congested on the old. The tech left knowing nothing had changed. Once again with the level 4 tech on phone I'm told well Hughesnet is having problems but should be ironed out soon and I get a 3 month credit to bring down bill. Well somehow my bill is $20 higher than before and I still can't get the speeds I paid for. I spent two hours on the phone tonight (mostly hold time) honestly the person's accent was so thick and rate of speech so fast I had great great difficulties (and sadly I spent years in teleservices training reps overseas in India to deal with Americans and I still couldn't understand this person well at all). Now I get to do the dance again. I get a call from a lvl4 tech tomorrow even knowing exactly how this will go I feel powerless to stop, I want to be able to stream movies and play games like the commercials say (btw seeing a Hughesnet commercial inspires rage in me and likely every customer you already have) but I know this won't be fixed and truly the only thing you can do is complain and reduce the cost of the crap service that simply using will cause frustration.
P.s. got this when trying to post cause service is so awful
Correct the highlighted errors and try again.

There was an error while attempting to post your message. Try again in a few minutes.

Likely because my speeds are measured in kbps rather than mbps
New Poster

Re: Failing To Provide Service

Same here!! Don't know what to do... furious!!
Professor

Re: Failing To Provide Service

Deanwferguson, you're posting in an area that's clearly labeled NOT FOR HUGHESNET SUPPORT.  This site is not a rant site,  it is a tech support site -- if you need tech support, post under Tech Support

 

"There was an error while attempting to post your message. Try again in a few minutes.
Likely because my speeds are measured in kbps rather than mbps"

 

No, it has nothing to do with that, but thanks for the hysterical paranoia.  It has to do with you clicking Send more than once. The system gives that error when the user does that.

 

 

Professor

Re: Failing To Provide Service

Miss38, this area is clearly marked NOT FOR HUGHESNET SUPPORT.   Additionally, this site is a support site, not a rant site, so if you need support, then start your own thread under Tech Support and clearly state what the issues are. No one can help you if all you do is rant.  Instead of being furious, try being proactive. You'll live longer.

 

Senior Instructor

Re: Failing To Provide Service

Aside from the complaints being off-topic and vastly inappropriate for this area:
There was a major recurring and intermittent outage for a swath of customers since around 0000 UT 03 Sep. This was noted elsewhere on this site. Please be patient.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Professor

Re: Failing To Provide Service

My outage started last night (9/2) at around 6:30 pm,  and the system is still a bit glitchy. Edit: I see from the announcements that the issue was expected to be resolved in the afternoon of 9/2 but it started for me in the evening of 9/2.   @MarkJFine, you're on Beam 68, right?  Did you experience any outages?

 

Drew's complaint sounds to me as something more long term than the outage, though it's hard to discern among all the grrrr. 

Senior Instructor

Re: Failing To Provide Service

Drew's complaint is basically doing the same things repeatedly and expecting different results.

 

I didn't see anything last night but I was out early. Have been noticing some unusually long delays and broken connections this morning, but haven't really been on top it.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.