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Deceptive GEN5 Upgrage Practice, or lack of upgrade.

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Sophomore

Deceptive GEN5 Upgrage Practice, or lack of upgrade.

I have been trying since Monday to get my system upgraded to GEN5

Every time they try to subnit my order, it returns an error, supposedly saying the system they are trying to contact is not available, and they say they can not upgrade me today... 

 

I have spent well over 3 hours on the phone and NO ONE WILL OWN AND FIX THIS PROBLEM.

 

I keep getting passed from sales clerk to sales clerk. They say they will be right back after checking on the problem, and I end up starting all over with a different sales person.. 

 

I am being forced to stay locked in a higher priced product with lesser service. It is in Hughesnet interest not to upgrade me, because they are making more moneny from me on the old system than if they upgrade me, and take less money from me on the new system.

 

Sure feels like a scam.. Offer a cheaper product, then keep saying sorry, we can't today.... It's been over a week now, and at one time I was told this probem has been happening almost two months now.. 

 

What's the issue Hughes?????? What a bad way to do business.. you are looking pretty incapable to this customer

 

Why can no one own this problem and why can no one upgrade my system?!?!?!

  • Gen5
1 ACCEPTED SOLUTION

Accepted Solutions
Moderator
Moderator

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Good morning jlantz,

 

Please check your PMs, as I've sent you the contact information for your dealer doing the Gen 5 upgrade for you.

 

Thanks,
Liz

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22 REPLIES
Highlighted
Sophomore

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Here's an idea Hughes... If you really care about your customers, why don't you lower my current monthly payment to $99.99 a month for my current plan, since you say you can't or won't or refuse to upgrade me to the new 50gig plan that is $99.99 a month. 

 

I am being ripped off by you not upgrading me... You are charging me more, for a lesser plan than your current top tier upgrade... 

 

I would also love to know why you do not use US call centers? I am sick and tired of trying to understand someone who has no idea how to fix my problem... Also if you "accidently" hang up on a customer, why do you not call them back? OH I KNOW.. because the agent has no way to fix this problem, and wants nothing mere than to get another irate customer off the phone.... Hughes would rather leave a long time customer hanging than give them SERVICE.... 

 

I don't know.. maybe it's time to go to Excede.. but then again, I'm sure Hughes could really care less...  

Moderator
Moderator

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Good morning jlantz,

 

Welcome to the community and thanks for posting. We certainly do want to upgrade you to Gen 5. This is definitely an unusual occurrence, and after reviewing your account's case notes, I'm seeing our agents' reports and copies of the error they're getting when trying to process your upgrade.

 

If it's OK with you, I'd like to try upgrading you myself to see if this particular error persists. If it does, I can escalate this to our billing team here at corporate. If it comes to that, I will also credit your account while we work on resolving this for you.

 

Looking forward to hearing back from you.

 

Thanks,
Liz

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Sophomore

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

THANK YOU LIZ!!!!!!

 

 

Yes, I would love if you upgrade me... I want the 50g plan and I want to lease the new equiment.

 

Im still pretty frustrated that Hughes does not have a way to escalate a consumer problem on the phone, and leaves a person to have air their problems in a public forum until it causes someone to care enough to help.

 

 

 

Moderator
Moderator

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Hi jlantz,

 

You're welcome! I tried the upgrade and I got the same error message. Unfortunately it's a cryptic error code that doesn't indicate what the matter is. After digging around a bit, I think I have an idea as to why no one is able to process an upgrade. Please check your private messages in the top right corner of the community page by clicking the envelope icon, I will be sending you a PM to further address your concerns.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Moderator
Moderator

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Good morning jlantz,

 

Please check your PMs, as I've sent you the contact information for your dealer doing the Gen 5 upgrade for you.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Thaank you so much Liz. You've been a great help with this.

New Poster

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

Hughes net meters back all of their signals... no one actually gets what is advertised.  Gen 4 gave me 1.5mb streaming speed ... not enough to view netflix.   Gen 5 is not better... except they promise more speed but deliver none of it.  

 

Moderator
Moderator

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.

You're very welcome, jlantz. Please don't hesitate to contact us again if you have additional concerns.

 

Enjoy your weekend!

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Adjunct Instructor

Re: Deceptive GEN5 Upgrage Practice, or lack of upgrade.


dannyleo wrote:

Hughes net meters back all of their signals... no one actually gets what is advertised.  Gen 4 gave me 1.5mb streaming speed ... not enough to view netflix.   Gen 5 is not better... except they promise more speed but deliver none of it.  

 


First, Hughesnet doesn't "meter back" anything until one is in FAP.  

 

Secondly, my Gen5 speed below.  If that's not delivering, I'd like to know what is.  

 

cba4ZuL7r.RB2L8AebT.png

  

 


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