In reading your information, I am going through the same thing and was told to go to the "community" page and post my story. I also have the GEN5 service.
In the inital sales call, I told the rep I need internet service for a home office that uses VOIP and VPN for business and was told that Hughes net has thousands of customers that use Hughesnet for the same thing and suggested I get the business plan as the GEN5 is state of the art and perfect to fit my business needs. Ive never had a SAT provider before so i didnt know what to expect and put all my trust in the sales reps hand. I was in process of purchasing a brand new home that only offered HughesNet and made my decision to move forward with my home purchase after feeling confident in speaking with the sales rep as I was told this would be more than sufficient. Now they only focused on the speed, im not technical, so I entrusted the sales person. The indstaller actually installed the equiment on the house before I even closed on it, so I didnt get to test it until about 9 days after it was installed. Within minutes, I knew this couldnt work and was not as promised. There is a 15 + second delay when I use the phone (VOIP) and cant engage in the clients conversation due to the delay.
I called Hughes net right away on the first day of use to cancel and thats when they told me about the $880 equipment PLUS the $400 service early termination. The equipment termination fee was never mentioned to me on the sales call when I agreed to service. The agent I got when I tried to cancel it said directly to me, "No you wouldnt know about the cancelation fees until you got to my department and Im telling you now" making me realize how underhanded and unethical this company is. This misleading information ultmetley resulted in having to renting an office space that has usable business internet leaving me with the pain of paying my office lease fee, and the usless HughesNet bill every month as I feel stuck and in deperate need of a solution.
I called back to try another agent and he suggested that I take to the community page and was truly sorry that I was mislead.
