Two months ago we called DirecTV to inquire about possible internet service bundles with our current DTV service. After asking what seemed like all the right questions, they responded with: “Your option is HughesNet...” and then laid out the pricing. Seemed harmless enough, so I trusted DTV and set up the installation.
The installers came out and put the additional dish on my house right next to the DTV dish, punched a couple of holes in my wall and installed the service. Overall, they were fine. Friendly, if quiet.
Three weeks passed and, while it was noticeably slower than our previous service, we hadn’t had any issues. Then everything started going REALLY slow. This went on for a few days and I finally called HughesNet support to see what the issue was. This is when I found out that there was nothing wrong with my equipment, but that we had exceeded our monthly data allowance. 25 days into our service, and the technician I was speaking to was the FIRST person to tell me about the 10GB allowance. Needless to say, I wasn’t thrilled with either company for glossing over this little detail. However, I thought to myself “if it took us 25 days to go through 10GB...?” so when he talked me into upgrading to 15GB for no extra charge, I though it sounded like a reasonable plan. After all, even if that didn’t work, there was still a 50GB plan lurking in the background. If I couldn’t get 15GB to work over the course of a month, surely 50GB would be just fine, right? He upgraded me to 15GB, gave me a few complimentary “tokens” and we were back up and running.
Well, we burned through the 15GB in less than a week.
By the time it was clear that the 15 GB wasn’t going to work either, I called for a second time. This time, with the specific intent to cancel. Only to find out that I had missed the 1 month trial period by 2 days. So - and I think you know where this is going – I was now locked into my contract and could only get out of it by paying the $400 ETF. Which, had I any indication that we were going to go through 15GB of data in less than a week, I would have GLADLY avoided and canceled during that first call a week earlier. Needless to say, with canceling suddenly off the table due to a ridiculous fee, the technician offered another upgrade to the 50GB plan. I was skeptical, but after a long conversation, she and I both hoped against hope that the 50GB plan would be sufficient for us. It wasn’t.
Less than 2 weeks into our current cycle (month 2 of my lovely 24 month contract) we ran out of data again. All 50GB. Gone.
It is abundantly clear – now – that this service does not meet the needs for my family. To this day, I have no idea how we made it 3 weeks on 10 GB that first month. Unlike some customers I’ve seen, we actually do have the option for cable, etc., but I foolishly trusted DirecTV and now I get to check email at 0.12 Mbs for half the month and tell my kids they have to wait to Skype with Nana and Poppy until the 1st.
Now, would either of you like to ask for help?Unless there is some avenue that I'm missing to get out of this contract, I believe the phone CS folks have exhausted all of my "options."
- more devices are capable of connecting to the internet: phones, tablets, gaming consoles, SmartTVs, and even refrigerators can connect wirelessly to the internet. Keep track of what devices you leave running on Wi-Fi.
- automatic-updates: your computer and any other programs you use will often keep working in the background, even if you're not actively using that program, in order to keep your system/program up-to-date. Anti-virus programs will periodically use your internet connection to check back with their malware database for any updates. You should have an option to turn off auto-updates and/or schedule them for a later time.
- multimedia content: Netflix, Hulu, YouTube, Facebook, Tumblr, Instagram, news sites, and other websites will contain videos, animated gifs, and sound clips that may start playing as soon as you land on the site. So much content, so easily available almost everywhere on the internet. For starters, try disabling auto-play video on Facebook:
or adjusting your Netflix playback quality to SD: https://help.netflix.com/en/node/87
- more data sources can be found here, as posted by a fellow community member: https://community.myhughesnet.com/hughesnet/topics/data-usage-sources-common-and-not-so-common
The most important tool to download is the Status Meter, available in the Customer Support Center, to help you monitor your data usage: supportcenter.myhughesnet.com
Your cooperation and patience are greatly appreciated. We look forward to hearing back from you.
First thing is to realize that with satellite internet and metered data services managing data is a part of the process.Realizing this "First thing" would have steered me far far away from this service. Again, none of this was made clear by my initial calls with DTV or the installation process. So, while I appreciate your transparency on this issue, it's too late to do me any good.
I'm surprised about this statement, "This is when I found out that there was nothing wrong with my equipment, but that we had exceeded our monthly data allowance. 25 days into our service, and the technician I was speaking to was the FIRST person to tell me about the 10GB allowance." .Again, I mostly blame DirecTV for this. Their bundle rep gave me ONE option for service. And at the end of the rather lengthy call, she speed-read through a script that I am sure, somewhere, included the data allowance details, but she never once explained what it meant or stopped to make sure this was going to be sufficient for us. I've filed a complaint with them about this interaction, but of course, they say it's a Hughes issue. To my recollection, no where in the installation follow up call or process did anyone mention the allowance. The installer did say once, "It's not a fast as Comcast, but it gets the job done." That was it.