- The customer states that they do streaming, to which the agent responds with our required disclaimer regarding streaming. The customer follows up this statement by asking about the data allowance since they primarily do Netflix. The agent responds, “At that point, it’s just a difference in your speed. There would never be a difference in your price, but your speeds will throttle back.”
- When discussing plans, the agent only speaks about the anytime allowance, and informs the customer that they can always upgrade if they need more.
- Agent does not comment on what would happen to streaming if the customer hits their data allowance, or alludes that the service would work after it was reached.
- Agent reads all disclosures regarding streaming in final Terms and Conditions. The customer does not ask any questions regarding T&C’s.
From what is reported our agent was clear and read off our disclaimer for Netflix. Which consists of informing our clients that they should set their playback settings to low or SD and explain that about 20 hours per month of streaming is possible. In this case I would suggest learning to conserve your data more effectively. Satellite internet does take some getting used to and we are here to help and assist you with getting the most out of your service. If you have any other questions or concerns feel free to let me know.
Agreed that the lower support tiers tend to appear scripted.
That does act as a filter of sorts to categorize problems, see if a simple solution works (IE modem reboot) and better define the issue so it can be escalated to the next support level.
As a fellow user for about 12 years I do understand the frustration involved with that.
This user forum operates at the corporate level, staffed by really knowledgeable Hughes employees M-F, 9am to 5pm eastern.
There are also a number of experienced forum regulars, such as myself among others, that may be able to help you with issues during the weekends and after hour periods.
I would encourage you to start a new topic of your own describing your problem and giving details such as your modem type (HN9000, HT1000/1100) and plan level, operating system and if you are connected directly or through a router.
One thing I have a difficult time understanding are those that "buy" a product (Internet service in this context) without doing any research.
I view the content of TV ads and the words of salespeople as being "BAIT" not fact regardless of product or service.
Without some degree of skepticism we would all be owners of Arizona beach front property ! Common sense has to apply somewhere.
It is in the end the responsibility of the potential customer to ascertain if the product or service meets the needs of that customer.
It is not difficult at all to discover that a satellite connection, regardless of brand, is a connection type of last resort.
The take away here is ... if you have any other options beside dial-up, TAKE IT !
The inherent limitations of a sat connection dictate that it NEVER will be able to compare/compete to any ground based system be it DSL, Cable, FIOS or even a WISP or Cell based service.
No one, be it Hughes, Exede, Congress, FCC, (FTC) or any other three letter agency is able to repeal the laws governing the speed of light OR the data through-put capacity of a machine, once built and launched into orbit.
That being said ... If Hughes is your only Internet option you have only two choices, do with out or learn how to get the most from what you have.
Know what you are buying !
If its broke, we can help you fix it.
Because it is a service that is in outlying areas a user is going to be required to "participate" in the troubleshooting process. You need not be a "geek" or "techie" to be involved with the process. It IS a process of Elimination, it IS a process of Divide & Conquer.
The more you know about your system, the less reliant you will be on phone support.
There are many aspects to computers that are not readily apparent, this also applies to networking issues. There are people here in the Hughes Community can help you if you let them.
Funny you mention that ....
Wife wanted a new Fridge. Really just "bored" with the other (28 cf GE Profile) that runs well and is so old it has a "conventional" compressor.
Looked at top of the line LG and Samsung units in the $2500-$3000 range. They looked real nice, had great features and had scroll or linear type compressors.
Research says those have a typical max useful life of about 10 yrs.
The compressor on a fridge is EVERYTHING ... you lose that, you lost the entire investment.
Point: Research done, does not fill my needs, I moved on .... Thanks but no thanks.
Remember the red flag being waved at the bull in the bull fight ?
He just HAS to charge when he sees the red flag.
Advertising is just that that .. someone waving a Red Flag. Now I have to ask .. Aren't we all better informed than the Bull ?
Look what happened to him !
The heat from an LED will not keep your Beer cold or your Beef warm !
Everything else other than Grandkids and Doggies does not matter.
Tara says HI !
I am also a very unhappy customer and feel as though I was completely misled. First, I don't use Netflix, I don't stream anything, etc. I previously paid a local internet company $45.00 a month for unlimited internet. It was very slow, and sadly, that is why I made the switch to hughesnet. (Comcast is not available to me because I live on a farm.) All the advertising on TV about how fast hughesnet is, etc. lured me in. I did not understand the fact that everything I tried to do through the internet was using up my data, ie, facebook, sending pictures to a store to be developed, etc. When I was asked if I do any "streaming" and said no, I was assured my plan would be sufficient for my needs. Wow! Was that a crock!!! Currently, I don't even turn my computer on more than once a day, just to check my email. Then I shut it down. I do a lot of shopping on line, especially at the holidays, and now I can't imagine how much data that will use. So, as with sending my pictures for printing, I will set my alarm and get up at 3:00 AM so I can do my shopping during my "2:00-8:00 AM bonus allowance" time. Needless to say, in two years, when my contract is up, I'm "outta here!!" On top of all of that, the support calls -- wow!!! About as frustrating as it gets. I can't understand anyone I've ever spoken with; and most of the time, they have no clue on how to help.