I have really had it with Hughes. First off, I want to know (which I am sure I am not the first nor will I be the last) why is it that I can NOT get an English speaking American on the phone to help me? When I say English speaking I DO NOT mean poor broken English with poor communication skills and even worse CS training. I mean someone for whom English is NOT a second language. I am not in the Philippines, so why do I have to speak to someone one the other side of the world? Every time they tell me something, I have them explain it 3 times, I repeat what I heard them tell me, then they tell me I am wrong and they act as if I am stupid, and in trying to re-explain the situation, they REPEAT to me what I just told them. Well which is it?
I opened satellite internet and then phone service. The phone worked poorly the first few months, they kept reassuring me it was the weather causing the interference even though it worked the same whether the sky was clear or rainy. Then the modem just quit working. Being on a fixed income, and having no phone I had to wait almost a month before I could resolve the issue due to not being able to get the chat function on this site to work because of CRAPPY speed. Its NOT the pc, it is Hughes. SO when I got the money, I re-activated an older tracfone just so I could call Hughes to tell them the situation. I also found out that two days after that initial call they decided to go ahead and BILL me for the next coming month?! OK They had NEVER done that before yet I was told that is normal practice?
So the first call they had me 'unplug/ replug' all cords to the modem etc. Which of course I had already done during the almost MONTH I went without the service. Well of course it did not work. I asked if I could get a replacement modem, I was told that if they could do a diagnostic on the system and find that it was the equipment then they would. OK Well I had to wait for a rep to call me back. Few days later someone called me back ON MY HUGHES phone.. DOLTS! Did I not just tell them that phone was out? At least I had the ability to check messages online or I would not have been able to know they called. Either they were THAT dumb, or they called that number instead of the NEW one I provided, knowing they would not get me on the other line.
SO I get them on the line.. and this GREAT diagnostic specialist had me 'unplug replug' cords and reset modem. I told them "this has been DONE three times already with tech support and DOES NOT WORK" But ya know.. THEY had to make sure, so I complied AGAIN. Still nothing of COURSE! So they said they were going to escalate the case. I told them look, my bill is due and I will pay the internet BUT NOT THE PHONE, as it is obvious I got a modem either used and about to burn out or a modem that was poorly made and with all their 'professional diagnostics' even they could not fix, not to mention as I live off a fixed income, and had to spend about the same amount of money of getting a tracfone reactivated as it costs for Hughes voice, I did NOT have the money anyway. They waved that month(thank you)
So almost TWO WEEKS into waiting around for calls and playing the caveman game of 'unplug replug' and no resolution, just further conversations of 'well Mrs ** I will get this case escalated to advanced technical support" I got FED UP. Didn't they do that the first, second etc calls? Finally I told them I was sick of their questionable business practices. They bill me two months at a time, they refuse to send me a new modem and instead play stupid games with cords and 'running diagnostics', so I want out of my contract and I refuse to pay the cancellation fee due to their negligence. They agreed. I was told it was a 100 dollar fee they would wave it in the form of a credit to my account. Then I told them as soon I saw on MY END that the account balance was settled(I gave them until today Monday Dec 14, 2015 for them to rectify and make good their end) THEN I would pay my account current. WELL, wasn't I in for a surprise when I logged in to my Hughes dashboard and saw not only did they NOT credit my account $100.00, but an EXTRA 100 was BILLED TO ME?! ARE YOU SERIOUS?!
Of course I got on the phone with them and chewed them out. Turns out that it was NOT a 100 dollar cancellation fee but 210 dollars. I was lied to, misled whatever word you wish to use AGAIN! So this new woman claimed to remove the remaining fee in the form of a credit and told me the new balance. I decided to go ahead and pay current the balance (which sounded accurate) But I still do not see on my end that I have a 0 balance. I still show 198.00... I am SO fed up with this service, I am sick to the teeth of going round and round EVERY month because Hughes reps fudge SOMETHING up every MONTH.
Hughes has questionable business practices, poorly trained staff with language barriers. I do not want to see anyone post on here that they 'are sorry' and try to defend Hughes to me. You will be wasting BOTH our time. I want a CS phone number to a staff that is in AMERICA, with an 'English as a FIRST language' staff. I have the right to understand and be understood by your staff, instead of you OUTSOURCING jobs to foreigners. Hughes disgusts me. If you do NOT have CS reps in AMERICA, I strongly suggest you GET ONE. As it is I certainly will not be renewing service with this farce of a company.
Thank you for taking the time to post and share you experience. I'm very sorry to hear this. We take your feedback seriously so we've sent your post up to the call center management to investigate your case.
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I have been having the exact same issues chgwill! I asked for a copy of my 'contract' that I SIGNED and I keep getting told to go to the website to review the 'contract'. Uh, NO! The key words here are THE CONTRACT I SIGNED THAT SHOWS MY SIGNATURE. I will not be renewing with Hughes Net either. Crooks...all of them. I also can not get an English speaking person to help me either. I refuse to talk to them any longer and will be cancelling services as soon as I am able. SC