I upgraded to Gen 4 at the end of December 2014. The new system has never worked. I was assured that it would be faster and cheaper. It is slower than Gen 3 and the connection is erratic at best. I called immediately to state my concerns with any results. You asked for a case number. These are just from the last week along with names of representatives I talked with: #4544955 - Caesar: #46220954 - Michelle; #46234657 - Kathy, #466234657 - Russell; #46234177 - Douglas; #46258772 - Janna. At this point I realized that the reference # are irrelevant asked them not to give me any more. I spoke to Roger and Jennifer. I have been repeatedly told that the service would be corrected; disconnected and reconnected the system; been transferred to home technicians; advanced technicians, account mangers. Told at least three (3) times that someone would get back to me within specifics time (usually an hour and no one called. Last night I did receive a call from someone asking if I wanted to cancel my service. I have been told at different times that the problem is due to: my use of NetGear/WiFi (I have disconnected at your request); then told it due to it not being connected so I reconnected it); then it was due to a high volume of satellite use at certain times of day; then it was that the Hughes modem was turning itself on and off (I was told to unplug and plug in the modem a couple to times a day for it to reboot); and finally that the weather in the US was the cause (for the entire US and for last two months). Your Philippines call center needs less empathy and more technical training. I don't fault them. I fault Hughes. They are ill equipped and lacking in authority to resolve anything. As I have explained to your technicians, I am a captive customer. I can only get high speed internet through Hughes. I was totally satisfied with Gen 3 and would like to go back to that system. Since I have been told that is not possible then send out a field technician to verify the actual problem(s), reinstall the system and replace the modem if necessary. I don't expect to be billed or this or the of last two months service. Please call me at 269.876.7767. Thank you. Evan LeDuc PS I refer to Gen 4 as a scam because it is marketed as an upgrade which it is definitely not. .
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I upgraded to Gen 4 in December and have had nothing but problems with the new system. I have been provided absolutely no helpful technical assistance just a continuous series of tests, excuses and promises of correction. I am a captive of HughesNet as my only option for high speed internet. I am paying a premium for the worst service without any recourse. I continue to investigate alternatives and can only look forward to the day I can leave HugesNet. .
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