I have had many issues with the Gen4 service since I had it installed a year ago. I have contacted technical support over the phone a couple times and they are reading a prompt trouble shooting chart and have never solved an issue. In my latest outage I reluctantly called, and was treated like I was a moron. Was told everything was fine with the Hughes net connectivity, and I would need to commit to 125 or 175 dollar onsite tech fee for someone that would show up in a few days. 30 minutes after I was told by your tech that I had a bad router, a bad cable, a bad operating system, and 4 different devices that all must have issues that occurred at the same time, the service came back up. It appears the only way to contact a tech is via a phone call. That has not worked for me. Actually looking at the community forum, the technical phone support doesn’t seem to work for many people. I’ve tried the chat several times from different platforms and connections, all come back with "you are not authorized to enter this chat" and I think then who is authorized. I can’t get an email address for anyone at Hughes net, other than D0NOTREPLY@HUGHES.NET so those must be a secret for some reason...Sorry for the rant, but I am a dissatisfied customer that feels as though I have no recourse to getting the service I pay for.
Now I am being told by the Hughes FB site (only way i knew to get a hold of someone) to fix this problem here, on the forum. Please tell me how to fix my Hughes net service here.
Thanks Bird Dog, so does that go to tech support?
The field tech has confirmed they are on hold.
System was working fine 30 minutes after I got off the phone with phone tech support.
Only reason field tech was coming is because the phone tech kept blaming my equipment, and stated she couldn’t troubleshoot any further.
Seems odd that multiple devices on different operating systems all were disconnected at the same time. (it happens often)
Bypassed the router went direct, changed cabling, still didn’t work . I did that to appease the phone tech and after all that she still thought it wasn’t a Hughes net problem.
If you want to send a tech while its working, go ahead, I am not paying for that visit.
Hi Chris,
As discussed above, tech came out it was working when he showed up, and working when he left. Said hard to troubleshoot when working. Guess what I just got charged $125 for that service. I told you don't send unless its free because it was working. You stated you would take care of charges, and sent anyhow, then CHARGE ME after you said you wouldn't. This is how to lose customers. Oh did I mention, system has been down twice since the tech visit a month ago.
Hi Chris, Sorry for any delay in notifying you of this charge. It came through on my auto pay credit card statement that I received electronically on 8/4/16 (yesterday) Prior to that I assumed that the service call was in fact taken care of as earlier stated. As it relates to the continuing issues with the service it is the same type of failure. All lights on modem on solid, zero connectivity. I will unplug unit from the wall, it will reboot come up all solid lights again. I will reboot over 10 times in a couple day period, and give up. Then it will start working again as if nothing was ever wrong.
Thanks the credit is fine, I will log fault next time around