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 !