Katie and Christopher: to begin with your investigation was obviously not thorough enough to detect my multiple conversations with your representatives just yesterday. The VoIP issue is not the only overcharge associated with my account. Furthermore, I have some difficulty in understanding how the sales representative can be blamed for the current VoIP issue, because these charges were not added to my account until this month, several months after installation. Your website does not list a plan that institutes VoIP 4 months after installation of an account. Must be something new. Finally, I should add that this posting was not an attempt to resolve the issues discussed here. That was another posting I made that your representatives chose not to respond to. As this posting states, and as I responded to Gerald above, this is not an issue of past problems but rather a simple warning to HughesNet customers to read what they are signing off on, and understanding the "potential" consequences of this. If your customers don't mind having this anvil over your head then that is fine with me. Just trying to make sure they know it is there. It also points out the consequences and burdens you place on customers who refuse to sign off on these terms of agreement. Namely, no access to critical information such as monthly billing.
Daniel -Christopher is a fellow community member offering assistance based on his experience. That's what we do here in the Community.
All of your call center tickets as documented were reviewed by the community moderators before we posted this morning. Between your posts and the ticket notes, we have attempted to understand your problem, offer billing assistance, set up a call from our moderator and already extended your trial period. You can either work with us to improve your performance and clear up the billing issues or continue to complain. We're here for the former not the latter, if our assistance isn't of value.
Hmm, I knew you couldn't resist that post. Well Katie, one last comment before I fade into the sunset. I'll give them credit, HughesNet has valiantly attempted to resolve my many issues with respect to billing and services. I guess the 2 problems I have with respect to this fiasco are that it occurred in the first place and that it took so much effort on my part to get it resolved. I can't say it was resolved to my complete satisfaction, but at least some forward progress was made. I suppose my question is, 'am I simply one of many?' From my experiences with humanity, I find most folks reticent about speaking out when issues like these arise, and I worry that HughesNet prays upon this human weakness. We feel somewhat intimidated by the Big Brother syndrome and often feel helpless against it. I personally doubt that many HughesNet customers even follow this community site and many may not even know or remember that it exists. For all those that do, I hope you keep in mind that HughesNet is a company first and foremost, and it appears to place monetary profits above all else, which I suppose if you are strictly a Business 101 student you might agree with. The only way we as customers can assure that these businesses function within the confines of the competitive business environment that they work in, are to speak out, look closely at the competition and challenge their efforts to work within the slimy periphery of this environment. Take care and beware.
Daniel, Try to keep in mind that "residential servce" is a very very very small part of Hughes Network Systems yet requires a vast amount of "support". They really are plaqued with the "where is the any key to continue" syndrome in many cases. Speaking as an 11 year Hughes customer, I'm not sure Hughes understands non Enterprise support. They are getting better I think ... one way to help is to visit this community forum and help out our less knowledgeble fellow users by offering your own expertise.