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Faulty Installation: Trees Blocking Line of Sight

cgammerman
New Member

Faulty Installation: Trees Blocking Line of Sight

Over the past week, my wife and I have been participating in the customer service circus offered free of charge from Hughesnet. We signed up for Hughesnet in October of 2015 when DirecTV offered savings through a TV/ Internet bundle. We noticed from the onset that speeds were extremely slow i.e. we couldn't watch netflix, or stream moives etc. We called Hughesnet, they said that there was a “glitch” in our system and that they had “repaired” the glitch from their location. After this conversation, the internet still didn't work. By any reasonable standard, the internet has never worked at all. We can barely send emails and when we switch our cell phones over to our home WIFI the phones don't work on the web either. We essentially pay $71 per month for internet that doesn't work. 

We started the painful process of trying to cancel our Hughesnet FOUR days ago. We called and asked to cancel the contract due to low speeds and Hughesnet said that we couldn't do this without paying a $400 early termination fee. We explained that our internet doesn't work at all and they agreed to send a technician out. The technician arrived and said “this satellite should have never been installed. Your home does not offer a direct view of the southern sky.” He offered to move the dish around but guaranteed this wouldn't change anything.

With this knowledge in hand, Hughesnet still will not let us out of our contract without paying an early termination fee. I'm not complaining about service that is less than perfect due to my Hughesnet Internet package. I'm complaining about a service that should have never been installed in the first place.

We aren't the type of folks that want something for nothing. We are hard working people that simply want what we are paying for. We have never written bad reviews or tried to sabotage a company, restaurant etc. This is a first and it is sickening that we have to do something like this to have our voices heard. I have two different attorneys looking into this and both have mentioned similar complaints that they have heard.


It is absolutely ridiculous and I have had enough. 

3 REPLIES 3
GabeU
Distinguished Professor IV

Re: Faulty Installation: Trees Blocking Line of Sight

cgammerman,

If you can provide either a case number from a prior phone call or the serial number located on a sticker on the back or bottom of your modem, the reps will be able to locate your account and look into this for you.  DO NOT POST your account number (your SAN), your phone number or your email address.  Only a case number or the modem serial number. 

The reps will be back on here tomorrow morning.

 


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cgammerman
New Member

Re: Faulty Installation: Trees Blocking Line of Sight

Case number 55110052
Amanda
Moderator

Re: Faulty Installation: Trees Blocking Line of Sight

Hello cgammerman,

Thank you for posting here, you've come to the right place to get assistance. We're very sorry for the experience you've had so far with our service and our support.

We were able to locate your account with that case number and will be reviewing the installing and visiting technicians notes. There are also images we can use to investigate the line of sight the installer got at the time of install.

At this moment, the diagnostics from your account actually show that your signal is great - so that is a good site for feasibility! Do know that we actually have standard procedures for installation and our installers cannot signoff/get paid unless they are able to validate a sufficient signal. 

We'll look more into this and get back to you. I appreciate your patience.

Thank you,
Amanda