Forum Discussion
New Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data
My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...
Good morning Moodeeb,
Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.
If you have additional concerns, please don't hesitate to return to the community.
Maybe I was the first, and Maybe if it wasn't such a headache to get decent customer service, it wouldn't have had to escallate. Every phone rep, was zero help. Not until I came to this community to raise heck, did I get any assistance.
I have nothing good to say about hughesnet customer service. As everywhere on the internets can attest to, it's horrible, except you Liz. Apparnetly you are the only person who can get anything addressed.
All that aside, and to be fair - once my relaxed bandwidth was addressed, it worked for the rest of the time period and did not break again. I am so glad, because I was ~ this-close~ to just having the dish pulled off my roof.
Now for what I hope anyone reading this thread will get to, the Hughesnet Gen 5 hardware is remarkable. For satallite internet, Gen 5 has by far exceeded my expectations. Now, I live in the country. I have never had fiber optics, and it's been nearly 10 years since I've had cable internet. Still, Gen 5 is really quick. On average I pull 17 mbps, but I have indeed seen it reach the advertised 25mbps, and unless my eyes were fooling me, I even spiked close to 40 once or twice. (obviously don't expect that.)
Most of the terrible reviews you read are about Gen 3 or Gen4 hardware. Gen 5 is a different animal. I burnt past my allocated data to see how it handles when you go into "unlimited mode" and speeds are throttled, and me personally, living with a pretty clear shot of the sky, I can still stream videos after my high speed gets throttled. So as long as nothing breaks, I feel pretty good settling into a 2 year contract.
Yes, I still worry about what will happen next time I need customer service, but honestly the hardware might just be worth the headache. If you are stuck in the middle of nowhere, and want to pay a little more for very respectable internet, Gen 5 Hughesnet is very quick.
PS, they warn you about this up front, but because it's pulling data from space and not the ground, this can't be used for FPS gaming. If you care about that, you know what it means. For turn based? Sure, it's fine. Also, remoting into work is pretty choppy as well, but that was expected. Where this tech really shines is streaming, or updating your software and such.
Ok, well, I hope I don't have to post to this community again for a long time, but I wanted to be fair as I promised.
Good day everyone.
Good morning Heath,
Thank you for taking the time to come back and let us know what happened and sharing your honest experience with the Gen 5 service. This is a very helpful post that may help others. Hopefully you won't need to post back in the community for help, but if you do have any concerns, we're here for you.
Have a good weekend!
Maybe this should be a new thread. IDK.
Well, my worst fears have come true. My billing is wrong and customer service is about to drive me off a cliff again.
LIz, or anyone, the levels of stress this company is causing me are not healthy. Here's the problem, as well as the solution:
1. I was told I could buy my hardware for $350.
2. I have been on the phone, more than once, and customer service even took my credit card number. They told me it would be $450, but then I'd get a $100 credit. ($350 for the hardware total)
3. I am being charged for leasing the equipment on my invoice, so someone messed up again.
I want the hardware charged for $350 like I was told, and I want the leasing charges gone.
What do I have to do to make this happen?
PLEASE HELP. Thank you.
Heath
Called customer service again. This time they told me the process was in motion. (hardware conversion?)
This makes no sense to me, because I have now been charged for leasing twice, when origionally, I was told it would be no problem to buy the hardware (a tremendous savings by the way, anyone considering hughesnet Gen 5 really needs to buy the hardware, or they will be sorry down the road. Crazy $$$ savings to just buy it up front, Pro Tip)
So IDK what's going on. I guess things are being worked on behind the curtain? And my bills will be credited, or the leasing charges I've paid will be taken off one of my invoices? I'm good at math, so I will be making sure this is all square at the end of this fiasco. Maybe people don't buy their hardware, which is why this process seems like rocket science?
$350. Minus the leasing charges I've already been charged. That's what I should owe. Then $99 plus tax every month for the first year.
I need to know this is what's happening, because god knows people on the other end of the phones don't have a clue, and it's sure not explained on my bills.
I get that gen 5 hardware is new, and offering people great internet is a new thing, but Hughesnet has been in business for a while, and I feel like I should not have to get stressed out and play Sherlock Holmes, and have to call a phone number that I have to ask the reps to repeat things more than once because we don't speak the same language, and then be put on hold, only to find out they dont' know jack.
We're in this for two years together. If you guys can hold up your end of things, I'll be a good paying customer. I hope to god we don't have to solve problems every other month, just as I'm sure you don't want a very disgruntled customer showing up every couple months causing you headaches.
I'll be in touch until I know my account and billing are what they were supposed to be from the beginning.
Heath
