I do not know why I am being billed $104 extra on this last bill Your phone line is constantly busy for the last 24 hrs I have called 32 times and no answer By your billing me this extra $104 has caused me overdraft fees so far in the amount of $35 I would like an immediate response as there may be more overdrafts coming and I am on a fixed income and will not get any money until the middle of the month You really are a piece of work to do this to someone
Welcome to our community and thank you for reaching out to us here. I was able to locate your account and review the billing information. As GabeU mentions, the bank account or card on file on your account will be charged the date your bill is generated, with the final day to pay before alerts begin appearing over the service regarding the billing status occurring 10 days from the issue date.
I do see that our agents were able to provide you with the credit for the modem and a refund for the overdraft charges. Please let me know if there is anything else that we can assist with or if you have any other questions.
my new monthly cycle just started today and this morning they were full, now they are 79% for service plan and 67% for bonus There is NO way this was used just today as we were not home and the wifi was shut down. Hughes does not even try to hide that they are screwing you blind, This place is **bleep**ed!!!!
It appears that you've decided to only comment suggestions that are wholly inappropriate and unhelpful, even after I provided you our community guidelines previously. Your community account will be suspended permanently.
To any following this thread: if you have concerns, questions or issues with your payment method or equipment please create a post for yourself explaining the situation so that we can assist you.
I’m sorry. I failed to address one thing. The new Gen5 plan promised 20gb (we love videos). My meter still gives us only 10gb. If you could get that changed, We would truly be finished. Could you let me know when you receive this please ma’am?
This is my first time to post. We have been with hughesnet for 2 years in Oklahoma with slow but managable service. Now we've moved to Arkansas and (supposedly) upgraded to Gen5 and had nothing but problems getting the upgrade. After 4 lengthly phone conversations, we are still on the slow Gen4 service (actually slower than before) but being charged for Gen5. Each rep says the problem is solved and will show up from 24 to 48 hours and I am still waiting. I have never received the promised callbacks or emails other than the survey. I see I am one of many that has this same problem. That certainly doesnt speak well for the company. If either of you could respond to this, it would be deeply appreciated to think that someone is listening - better yet, fixing the problem.
This is just too much. Or should I say too slow?
I have done all the troubleshooting. Checked gateway weather clear.
What do I do next?
I am checking to find out if my internet and phone service were cancelled last week. I called the proper #, and after a 3 way call between HughesNet, my new phone provider, and me HuhesNet said they would cancel both services. There was a phone porting issue which was resolved on this call. I just realized no mention was made of returning equipment. My monthly end date is 4/22/18. Can someone let me know that both services were indeed cancelled and my return box will be sent on or before 4/22? I do not have great confidence in the people I dealt with in the phone call, but the moderators here seem to get things done.
Thanks for posting, I can certainly help with this. I pulled up your account and can see your service is indeed pending termination on 4/22/2018. Your lease return kit will be shipped on 4/22 and can take up to 10 business days to arrive. If you have any other concerns, please let me know so I can address them.
Hi, I know this post is from forever ago. My administrative password isn’t admin. It’s not working and honestly I don’t know what to do. I’m just trying to change my WiFi password so my roommates stay off my stuff. [removed user info ~A]
You will need to reset your modem to factory in order to login if you currently cannot. Please be sure you do the following using a computer or laptop directly connected to one of the LAN ports of the HughesNet Wi-Fi Modem.
How to reset to factory settings
Please let me know if this resolves your issue or if you have any further questions or concerns.
Starting my own post now after reading for days of others' simlar problems which to date appear mostly unresolved.
Gen5 installed Friday March 16, 2018, previously using Gen4 I believe it was, through DishNet. Hands down the Gen4 a much faster, more reliable system and the ability to get help far surpassed that of Hughes directly. Hopefully these speed issues will all be corrected before my 30 days is up to cancel. Note, I am not comparing speeds or ping rates, etc to anything other than Hughes Gen4 which is what I had for a few years.
Using a brand new HP Windows 10 computer, set up the day after the Gen5 installation. 64bit, 8gb Ram, 1 TB hard drive. Have disabled all updates and only ones that can't be turned off are downloading during wee hours of the morning. As well have uninstalled all extra programs on the computer, installed Chrome and Firefox, but only using Firefox as the Chrome was even worse in performance. Have an adblocker on browser. Installed Glasswire to monito data usage as it appears data may be going far more quickly than with Gen4 but since Hughes is resetting each morning back to zero usage it's hard to tell yet. Computer is hardwired direct to HT2000W modem with a 4 or 5 ft ethernet cord with modem placed, of course, less than that from laptop. All wifi is disconnected on the modem (via the settings in Hughesnet account pages) and has been the entire time. Wifi light on front of modem stays on however, which maybe it's supposed to, but that doesn't make a lot of sense. It occasionally flashes, however. (?) I have no wireless devices that connect or try to connect to a wifi connection, and no close neighbors.
I ran a speed test on March 19 via testmy.net but wasn't logged in. Starting March 24 I logged in and started running tests using 25mb down and 4 mb up but don't do many upload tests as that's not my main concern although those speeds are less than half what they should be.
I'm posting a URL which I believe will take you to the test results, but in case it's not correct I am also posting a screenshot of the tests. Note the incredible variance in speeds, but in general, even at what the tests show might be passabile speeds, actual usage to watch a 2 min low quality video on youtube, (or anywhere else), is nearly impossible due to buffering. Yes, video saver is on now but it makes no difference usually. Also note that the "higher" speeds in the test were not totally, but mostly, late night. Still, these are generally nowhere near the advertised speeds, but close sometimes to 60%.
Screenshots (included the beam, etc.):
I also rebooted the modem this morning, just prior the the latest speed test noted above that tested 3.52Mbps download speed. I have, as well, had pretty much clear skies and good weather, no rain, for the entire 9 days that I have had this new system.
I understand that satellite signals are complex and at best not real consistent, yet the Gen5 system, thus far, has been far worse is really every respect than the previous Gen4. Add to this the fact that the Gen5 was promoted, at least to me, by several different people, (DishNet, three reps/techs connected to the installer I had), all promotional materials from all forms of media from HughesNet themselves, etc, as being much faster than Gen4, including the fact that the throttled over data limit speeds would still be 2 to 3 times as fast as the usual non-throttled speeds of Gen4, the fact that it has streaming capabilities, and the fact that you could actually use a phone with the system (thank goodness I didn't go ahead and get that). None of these are true. And by judging from just the complaints I see on here and as well other review sites this is very common and to date pretty much unresolved.
I appreciate that there are people on this community trying to help, I sincerely do. It appears that, for whatever reason(s), this Gen5 system is either not capable of what was promised, been over subscribed to the point of not being viable, launched prematurely, or has serious issues that are either being not recognized, not admitted to, or simply not able to be corrected.
If someone here can "fix" these issues, in a reliable, long standing way, then all is well and good. It appears that may not be possible. At any rate, if I cannot get this system to perform at least on par with the older system before my 30 days is up, I will have to cancel and look elsewhere or see if it's possible to go back to Gen4.
If I have overlooked any test needed or other info, please alert me and I will oblige to the best of my ability.
Thanks anyone and everyone that can help or responds.
Thank you for your patience and cooperation. I ran diagnostics on your site and nothing out of the ordinary is showing up. Your download speed right now from your modem to the gateway is 20904.626 kb/sec. How are you finding your internet experience lately? Is there something in particular you're trying to do online that's proving difficult?
I am a 22 year old college student who had moved all the way to Round Montain (6 hours away from my home) to escape a terrible relationship with my father. Whilst living there, I needed internet so I had signed up for Hughesnet as it was the only provider in my location. If this was not the only provider, I would have gladly chosen a different one as I thought the prices were extreme. I was living off of my savings (with no hep from my estranged father) and could barely afford to pay for food, utiities, etc. including internet.
First and foremost, the service itself was sub par. I used my internet for many uses from research, to television, to basic information searches. Point being, my data (20 gb) would run out before the month's end every time. Additionally, even before my data wuld run out the internet was extremely slow. I had called numerous times to get the speed fixed and every time I was patient and graceful with the service technicians, as they were trying to help me which I appreciated. However, none of these times did my internet speed increase. At this point I had given up the constant calling and trying to fix this problem that was never resolved. My experience with HughesNet has been upsetting to say the least.
After 6 months of living in the isolated forests of Round Mountain (45 minutes away from the nearest town, making finding work nearly impossible) I had run out of money. I had to resort to moving back to my verbally abusive father in the Bay Area, which is unfortunately a very high income place to live. Now that I am living here again, I no longer need my internet service as there is already internet here. Additionally, as I mentioned, I am a 22 year old college student who has run out of funds trying to sustain myself to escape my horrible home life. Now I am back where I started, but with no money. I cannot afford to pay the Early Termination Fee nor continue paying the monthly fee for a home I am no longer living at. Will somone please hear my plight and help me?
I see it's your first post here, so welcome to the community! I'm very sorry to hear about your situation. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.
Amends the Oklahoma Consumer Protection Act by adding the following language.
33. Falsely represents, knowingly or with reason to know, that Internet services provided to the consumer's location are capable of being supplied at speeds or rates advertised, represented or contracted.
Passed the state Senate and now pending in the House!
Contact your representative in support of this bill. HOLD HUGHESNET ACCOUNTABLE FOR THE SLOW SERVICE PROVIDED.
I reviewed your account again and see that we've already done the repoint, which was the final option we had for improving your service. Rather than circle around to the same responses,I have placed a note on your account that will allow you to cancel your service with no termination fee. You will not need to wait those 12 months and can go ahead and cancel today (you'll need to call 8663473292, request to speak to account management to cancel and reference case # 110981889 to the account management agent you speak with.