We just moved to a new home and hughes net was our option for interent. We made a call after seeing advertisement after advertisement about blazing speed on television. The salesman was super. Unfortunately the information he provided was found, at billing, to truly be "selling" a product that wasn't delivered. We chose to get the 10 MB plan and since we have no option for home phone to go with the voice plan. We were told the phone would be on their new promotion plan of $10 a month for six months.
Our first bill we were charged $59.90 for the first month with a $10 month credit. Apparently the salemsan was confused. My husband called 3 times in order to correct the problem and language barriers continued to plague the issue. He has very little patience and told them to cancel it all, of course we know that isn't possible because of the "contract", but through many operators we managed to cancel. The reps had a very poor attitude and each rep had a different explantion for the charge and one actually hung up on him. A month later after convincing my husband we needed the phone, even though the latency in the conversation bothered me, he called to re-establish the connection. Frustrated that they couldn't send a software update to our ATA box to re-establish the service he reluctantly agreed to let them send us a box. That was on a Wednesday, the rep informed us if we didn't have the box by Friday it would be here by Tuesday. Tuesday came and went with no box. We called to inquire. Of course after answering the same questions with two different reps, (why they don't transfer names and account information between them I will never know) they told me that their system had been down for days and the order had never shipped. I had my suspicions about this order from the get go because we never received an email noting the order, shipping of the order or the delay becaue their system was down....Informing us of this problem as soon as it occured might have avoided our frustration. the rep said the order would definitely ship that day. The order shipping Wednesday of this week and we did receive it on Friday. I attempted to install the box with no issues until trying to activate and I kept getting an error. I called the customer service number...huge mistake. Again, language barriers plagued the call. I went through at least two reps who could not figure out the error. Several attempts to activate failed. I was put on hold numerous times so the rep could confer with advanced technical support.....why don't they let me speack to advanced support? Eventually the rep gave up and told me that their advanced support engineers would call me within two days. I spent 45 minutes on the phone that night trying to resolve the issue.
This morning a call came into my cell phone which I missed because I have poor cell service at my home hence the need for the home phone. A voicemail finally popped through stating it was their advanced support line and that we should call them back and if we didn't they would schedule us for a return call. I called and again went through two reps,answering questions the same account questions overa and over again. The second rep finally asked me to verify myself again and placed me on hold for 12 minutes in order to look up my account...doesn't the call verify who I am when the automation says is this the number associated with your account??? After another 20 minutes she returned to say that their engineers were trying to figure out the problem and that is why they called. Well of course that is what they told me on Friday so why did they call today unless they had a solution??? Through broken English she was able to finally convey to me that the ATA box they sent to me had a MAC address that wasn't associated with my account so they coudlnt' activate and that their engineers were working on a solution. Apparently they shipped me an ATA box that had been sent to another customer and returned and then sent on to me without ever verifying that this would work with my system. She told me that they hoped to have a solution and would call me within two days. Another 40 minutes of time I will never get back.Here I am, 14 days into trying to establish a new voice system with no clear indication of when I might. No apologies, no effort to try to recitfy their incompetence, and I am still without a phone.
All of this on top of the fact that my speed is not blazing in regard to the internet. I monitored my usage closely the first month and was pleasantly suprised at our lack of data drain only to find out that was a farse when into our second month our data was gone by week 2. We were never told that your data isn't monitored the first month. During the week, I am the only person in my house with a phone and a tablet and I leave my home with my phone and tablet every day at 6:30 am and don't return until after 5 pm every day. (My husband works out of town Monday through Friday)I do most of my email/news check for a very short period of time every evening. We are 5 days into our month now and have used 20% of our data....
Yes, I am able to check email fairly easily but there is no blazing speed when it comes to reading the news , trying to order a present or even scroll through an article. I realize I am not going to have the speed I had at our previous home with DSL but I didn't expect to revert to dial up of 1992.
Honesty in advertising is something that all companies are expected to abide by but I don't see any evidence of that in yours. After a great deal of research your negative feed back far outways your positive and I don't know how you can not have a horrible BBB rating. I am typcially a very patient person when it comes to letting companies have a little time to satisfy a customer but I am losing patience and refuse to let this company get the bettter of me. All I want is what I was promised and what your tv adverstisements promise. Can we do that???
