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Two Week Wait, and Tech Support doesn't Show

jlantz
Junior

Two Week Wait, and Tech Support doesn't Show

I am no longer under contract, so you would think it would be in Hughes' best interest to keep long term customers happy and make sure tech support shows up when they say they will. I won't even get into how may hours and people I talked to and got hung up on by, in order get to the point of a tech visiting. . There are other options out there......  I'm about to cancle my account because I am so fed up with Hughe's lack of customer care. Maybe if Hughes didn't sub out their call center to other countries, the phone support people could understand me, and me understand them. There is a LOT lost in translations with phone tech support.

 

Oh, and that message about calls being recorded for training and to improve service.... .. LOL.. yeah right.. now that was about the best laugh I've had through all of this.. 

 

Long story, but the short is, my dish is 30 feet in the air on the roof of my house. The house moves a lot,(very old farm house)  and the dish goes out of alignment fairly often. Also, I did not want it installed on the roof, that was where I found it when I got home after the installer had doen this... (several years ago) Not to mention it is pointed into trees, and the wetter the day gets, the worse the signal drops. My internet is pretty non existant, and my modem logs are constantly filled with errors. On a super great dry day I might get a signal of 54 or so with Gen5. I can't wait until winter gets here and the leaves fall... but probably not, becaue I'm pretty much ready to throw all of this in the garbage and start over with another company. (I bought and own my equipment)

 

Hughes was sending support out to deal with this, but as has happened  before, a two week wait, and no one shows..... 

 

Who plans to pay me for the day I had to take off work to wait for non existant techs? (I don't get vacation pay) I'm pretty irate about this.... 

 

How do I get somone to come fix the problems the original installer created???? My best bet in my mind is find a new provider......... Can't wait for Starlink.... Sounds like it will be much cheaper than the $150 and some odd dollars a month I pay, for this useless system, and for the FINE lack of support Hughes provides...

 

Buyer beware!

Tags (2)
20 REPLIES 20
maratsade
Distinguished Professor III

Re: Two Week Wait, and Tech Support doesn't Show

The official HN reps on this site can check on this situation for you, and hopefully fix it.  They're here M-F during business hours, though sometimes there's a rep here for a little after 5 pm. 

jlantz
Junior

Re: Two Week Wait, and Tech Support doesn't Show

Thank you, I would like to hope you are correct, but where I live in the back woods of West Virginia it is somewhat impossible to find much of any company around that has any kind of worthwhile employees. Most times the ones that do show up have a jacked up trashy truck, a mullet, and just got outta jail last week.... Like I said, this isn't my first time in this rodeo... I'm getting pretty sick and tired of being beat up with Hughes not contracting with reputable companies to service their customers.

 

I have spent MANY MANY MANY MANY hours dealing with Hughes, and have not been a happy customer yet, after too many years.

 

They might some day get this fixed if they want to keep me, but in the mean time, who pays me for all my lost time and wages??? I don't have a job I can just take off any time it suits my fancy..... 

 

maratsade
Distinguished Professor III

Re: Two Week Wait, and Tech Support doesn't Show

Sounds pretty dire....do you have any other options?

jlantz
Junior

Re: Two Week Wait, and Tech Support doesn't Show

Excede and Viasat.... But then I'm still stuck with a more than likely lack luster dealer.... If my dish wasn't 25 feet up on the eve of my roof, I'd deal with it and get it re-aligned...

 

I have no cell service where I live, and there is no local wi-fi available either. SAT or Dial-up are my only options... 

maratsade
Distinguished Professor III

Re: Two Week Wait, and Tech Support doesn't Show

Excede=Viasat. From what I have read, not really very good, and expensive.  Why is your dish so high above your roof?

jlantz
Junior

Re: Two Week Wait, and Tech Support doesn't Show

Yeah.. I know neither one of those has a very stellar record either, but if someone is going to take my money and give me little in return, I might as well spread it around some and give everyone a shot... Believe me.. I'm watching Starlink hard...

 

In the mean time, here I am over two years later on Gen5 and still not able to get my internet working correctly.. For over a year now, I've just settled, because they wore me down the last time I complained and I caved...

 

As far as where it is on my roof and why... another really long story concerning the first installer and a cluster mess he was..... the easy to type version is, I live in the bottom of a deep hollow... I call the place Vertical Acres... I live in the bottom of that very deep V for vertical.....  SO the guy was trying to get it to shoot between and over trees, but he still didn't manage.. He didn't want to hike back and forth on a near vertical hillside to put it up there.... and I wasn't home when it got placed... 

jlantz
Junior

Re: Two Week Wait, and Tech Support doesn't Show

...However, it does make for a great way to get a lot of  vigerous excercise during the winter when I need to get a 32' ladder out to be able to read my Sunday morning news after a 6" snow storm and it's 10 degrees outside.. 

maratsade
Distinguished Professor III

Re: Two Week Wait, and Tech Support doesn't Show

Your situation sounds like something that'd go very nicely in your memoirs. Smiley Happy  (Vertical Acres would be an excellent title, too).

Do you think Starlink will make a difference, given Vertical Acres? 

jlantz
Junior

Re: Two Week Wait, and Tech Support doesn't Show

LOL... oh yeah.. there's a few tomes in there... 

 

As far as Starlink, I have no idea... but at least I'll maybe have one more option, because this one isn't very usable... Onlly time and more money thrown at a problem will tell... You'd think I live in a thrid world country or something trying to get a usuable internet service, but most of them have better options than I do.