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Customer Base = Scamming Hughesnet

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New Member

Re: Customer Base = Scamming Hughesnet

Eric--You're still in the honeymoon phase of course you'll be overjoyed with the service..Eventually you will encounter a problem (either on Hughesnet end or your end), lets see how you'll be treated by " phone support" if you decide to call in..Of course on here you'll be treated fairly well by one of the Official Reps, it's a public forum for *all* to see..FYI installers that are contracted with Hughesnet don't offer advice to customers once the installation is completed--it's not their jobs to do so.

The only time a new customer should have their ETF waived is if they were misled by a sales rep whether intentionally or unintentionally and if the initial installation via the installer/tech wasn't properly done..It obviously happens more times than not since half of the posts here highlight those issues.

I feel there wouldn't be as many complaints posted here if Hughesnet properly addressed some of the main issues such as...

Misleading Sales Reps--Perhaps more training or "coaching" is needed, but I feel there should be a 3-strikes you're out rule if certain sales reps repeatedly make the same mistakes or bad decisions over and over again..It's their jobs to fully disclose the main details of the service but some are so anxious to make that "sell" they conveniently forget to do so..Asking questions and reading the fine print is great but when you have rouge sales reps that represent Hughesnet that's a problem, this also applies to some of the "phone support reps"..It's always a good idea for new customers (and old ones) to record their convos when speaking with Hughesnet sales reps or customer service reps..They do record each call that comes in, but I personally wouldn't rely on their recordings 100% for obvious reasons...Voice Recorders are great! Smiley Happy

Bad Installations--Obviously if the installation isn't properly done the customer wouldn't be able to fully enjoy their service and it could be a potential hazard to the customer and their property if the wires/cables aren't properly grounded and if the dish itself isn't properly anchored...Perhaps more training is needed here also and stricter background checks and a stronger reprimanding on the part of Hughesnet since they're the ones that hire these installers in the first place...If an installer or service tech damages someone's property because of carelessness or poor training is Hughesnet liable to fix a customers property??..Guess I'll make a thread on that sooner or later.

Disappearing Data Drain & Extra Slow Speeds--No one seems to have any concrete answers as to why some customers are experiencing this--specifically the *official reps not the outsiders trying to look in..If data is constantly draining even when directly plugged into the modem, no devices are connected, router is secured, no streaming and even when the modem is unplugged data is still being used..And after 50-11 speed test and reboots are done the problem isn't solved or it's temporarily fixed after a customer is vocal about it, that's pretty odd..I haven't experienced this issue as a long time customer (knocks on wood) but if I were you better believe I would be extra vocal about it..Overloaded beams/gateways may be part of the issue, but it's something more beyond that and only the engineers themselves know the exact cause of it and I'm not expecting them to disclose that info since they're on the payroll as well as the official reps..However sugar coating and deflecting won't solve this issue, it obviously is a major issue for some customers and it shouldn't be overlooked or dismissed.

It's not a requirement for customers to be 100% well verse about the ins and outs of how satellite internet works (btw no one is 100% well versed in anything), *some knowledge and mainly common sense is needed it goes a long way..However it should be a requirement that all sales/customer service reps, installers/service techs maintain a level of professionalism, courtesy, honesty and respect toward customers at all times, but obviously that's lacking and it's not being fully addressed as it should be, since profit ($$$) over customer satisfaction is the name of the game.

Just my 2 cents.
Associate Professor

Re: Customer Base = Scamming Hughesnet

You have to use modified firmware on the router for it to cache Netflix... Pro-tip, the developers of PFSense and SQUID could easily cache netflix streams, but they chose not to due to the DMCA and potential copywrite lawsuits.
Distinguished Professor III

Re: Customer Base = Scamming Hughesnet

eric,

I'm glad that you are vigilant in watching your data usage and that you are aware of the resets.  You're one step ahead of a lot of new users who expect it to just work for everything, including streaming practically nonstop.

I truly think that Hughesnet should have a one time lock screen for new users, sort of like the screen that pops up if the bill hasn't been paid.  It would be something that explains the importance of being cognizant of data usage and maybe even explain the initial daily resets, with the former being the most important aspect.  They would have to read it and "sign off" on it in order to begin using the service.  Then, with the implementation of this, there would never be the "I didn't know" scenario.

Personally, I watched my data from second one when I signed up in Nov of 2004.  I wanted to make sure I didn't go over my allowance.  I knew what "data" was, and knew what a "data limit" was.  I guess some people, even though they purchase a plan based on the amount of data it has, don't put two and two together and realize what a data limit is.

jezra and I don't see eye to eye on whether it's a scam or not, but I think we both agree that something needs to be done to make customers aware of the resets.  

With that said, like I mentioned, I think the more important part is to get customers to be aware how important it is to watch data, because even if the daily resets where made aware to every single customer who signed up, there would still be problems with people running out because they didn't watch what they were using.  But, in the end, that isn't Hughesnet's responsibility.  It's the customer's. 

Again, though, I'm glad you watch what you are using.  I wish more people did.         

 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Distinguished Professor III

Re: Customer Base = Scamming Hughesnet

Five days may be the answer.  I think the most important aspect is making new customers aware of the resets.  Why this isn't done makes me wonder.  If they did this during the sales call disclosure, it would surely solve a lot of issues regarding this.  Getting people to actually listen to the disclosure, on the other hand, is somewhat of a trick.   

AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Distinguished Professor III

Re: Customer Base = Scamming Hughesnet

So far I have been completely satisfied except for the one time we were out of power and our home phone didn't work because we had no internet service in the home.

This is the one reason I won't ditch my landline phone.  I know some people get Hughesnet Voice because they have no other option, but I also know that there are people who dump their landline service and go with Hughesnet Voice.  It's the latter that troubles me, because even though it's more expensive for a landline phone, the reliability of an internet based phone is zilch in comparison.  In my 26 years of having my own phone service, I've never had a phone line go down.  Not only that, but emergency services can find me.  With Hughesnet Voice, or even a cell phone, one better hope they give their address before they pass out in a health emergency.  Again, home phone lines are getting considerably more expensive as time goes on, but the peace of mind is worth it to me. 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
New Member

Re: Customer Base = Scamming Hughesnet

GabeU, you don't live in a hurricane prone area do you!? Haha Kim
New Member

Re: Customer Base = Scamming Hughesnet

To this day, I don't know what "resets" are? I just "learned" the word yesterday when this topic started! I am assuming that HN resets your data every day for X amt of days to determine if you are paying for the correct usage level? See? I am not a computer tech, but I am savvy enough to figure things out. I can absolutely say, with no doubt, the word "reset" or an explanation of what it is was never given to me... At the sales pitch, or at the first time I was throttled and I just purchased the next higher package! Kim
Distinguished Professor III

Re: Customer Base = Scamming Hughesnet

Lab-Lover,

You know how you have X amount of data for the month?  Well, during your first twenty days of service, that monthly amount resets every day, so whatever your monthly limit is can actually be used every day, and the next day it will be there again.  My monthly data limit for Anytime Bytes is 15GB.  If I was in the midst of those first twenty days, I could download 15GB today, and tomorrow my data would be full again, allowing me to download 15GB again.  It's the same with the Bonus Bytes, as well.  All data.  So, theoretically, I could download 65GB from 12:00AM to 11:59PM, and at 12:00AM the data would be full again. 

I only discovered the resets because on the second day my data usage said zero, and I know that I had used over 200MB the first day.  I used another amount, and on the third day I was back to full, at 15GB.  I came on here to ask if something was wrong with my Status Meter and was told about it.  Now, supposedly, they send out email to new customers to tell them about the resets.  But, who reads them?  So, even now, for most, if they don't watch their usage, the resets is something they will never know about. 

Also, if they don't watch their usage, it can cause problems with the monthly allowance seeming larger than it is.  With these resets, what you may do the first month you may not be able to do the second month.  Some find this unfair, as they believe it gives them a false amount of data the first month with which to see if they want to remain with Hughesnet.  I don't look at it this way, because if this were true, then their idea was to run the system until they ran out of data to determine how much they could use during a month, and nobody does this.  There are differing views on this.  I'm on the side of...watch your data usage.  If one runs out of data the second month because they were doing the same as the first month, that's a bad way of gauging data usage. 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Distinguished Professor III

Re: Customer Base = Scamming Hughesnet

Nope, no hurricanes, but last night it rained pretty hard a few times, each time for about ten minutes, and all three times both my DirecTV and Hughesnet went out.  Just LOTS of snow here...Buffalo area.  I'm glad that my dish is on a pole instead of on a roof.  It's also right outside a back window.  I can open the window and tap the pole with a broom stick and all the snow falls off.  Lucky me.  LOL. 

AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
New Member

Re: Customer Base = Scamming Hughesnet

Oh no way! I will take my sunny and hot days over snow! An occasional hurricane just makes things exciting!