The worst chat service I've ever experienced
After reading a support area about data usage, I discovered Video Optimizer. It apparently will stretch out my priority data. It's supposed to be in community.hughesnet.com under Usage, but it isn't. My first thought was to use chat as it should be quick and simple. To do this I entered my NAME, EMAIL ADDRESS, SAN, and what I needed from themI can't find the Video Optimizer. Your instructions read to find it under Usage; however, under my Usage is not Video Optimizer. After waiting 15 minutes, the chat agent asks me for the exact information that I already entered. Ten minutes later, after chat agent supposedly checks my account and asks why I want to use the Video Optimizer to which I answered like above. Two minutes later the chat agent finally answers "For us to better assist you on accessing the video optimizer, you need to call our phone supports. We have limited capabilities here on chat." For the last 26 minutes, I've wasted my time with a system that apparently doesn't provide the chat agent with the data I've already provided or I'm dealing with someone just trying to waste time. I realize I'm stuck with this service until my 24 month agreement ends or I'll be stuck with early termination penalty but with all the outages, waiting for service agents from cities far away, the amount of time I've wasted on dealing with your phone agents and chat agents, you'd think that my membership would be a loss for you. How can you win when I always need some help that takes an hour or more of someone's phone time that results in either more issues or no real fix? Every night during prime-time television viewing, our internet either goes down or gets really flakey. Most shows that we watch completely shut down. Some times we can restore the show, other times we have to wait 10 to 60 minutes for the net to return. Thank goodness we have DVDs.
