jlantz
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Re: A communications company that can't communicate.
Here's the dealGabeU To see you tell people because they filed a BB complaint they just put their selves out of any assistance for 30 days is a really bad thing to do... I"m wondering how a State ATTY General would feel about that? WHAT A freakin JOKE.. Typing or mentioning the BB. iS NOT ALLOWED HERE.. This place is giving me all kinds of fodder.... and I don't deal with the BB... that's amature hour... Geez.. .can't say Atty either... WOW!!! Talk about a messed up company!!! I worked in the IT industry as a Sys Admin forlong time. I do not need this community to solve any problems that can be solved on my end. I can promise you I've forgotten more than you've probably learned here... It is LUDICROUSfor a company like Hughes to ask their customers to help other customers while they leave their customers hanging and do not provide any assistance for them... You name me one public utility that does that... The ONLY reason I am here is because Hughes does not havea single person at a single phone number that can or will help any of us experiencingthese outages and slow downs in the evening. I am paying STUPID money for a service that does not work, and is noteven close to what was promised. I have a reason to be upset, and I'm not in the mood to deal with someone who has no ability to fix this situation. Hughes need to be UPFRONT with us, as paying customers, and address these issues. Hughes is on the verge of fraud with all thebogus advertisingthey are doing, and nothingis as advertised... You really don't want to step off into this mess with me... I want HUGHES TO COMMUNICATE... Where I live, I have no cell service, no wifi service, no DSL service, all I have for Internet is Hughes, They are messing with my life, and my means to communicate, and I'm NOT happy! At this point with me, you are about to become a liablity to Hughes..3.6KViews0likes0CommentsA communications company that can't communicate.
I feel this needs to be said.... Hughes is being beat up, because they do not do what their company is in business to do.. COMMUNICATE. There are MANY of us on GEN5 that have had noting but problems since we switched from 4. Many of us all suffer from evening slow downs and disconnections. Hughes knows there is a problem, but is very poor at communicating that. They have a call center, but it's not in the US. The people they hire to answer the phone have no ability to help the customer. They can not COMMUNICATE with us, both because of some language barriers, and because their hands are tied and they know it, and they seem as frustraded as us customers. Our other option is this "community". That's a loose term, because mostly, it's a bunch of upset customers paying for a shoddy service seeking this as a last option of COMMUNICATION. I just can't get over a company asking their custttomers help another customer, especially when most customers have no clue how any of this works... What we get here, is a bunch of wanna be techs, wasting their time trying to help a company that could care less about COMMUNICATING with their customers. If Hughes cared, there would be more than 2 or 3 company reps who can actually help, considering how many are here complaining. I have to laugh that Hughes is talking about awards.... The only award I can see giving hughes is the "Lack of Communications" award.. Shame on Hughes! Can you understanad now why we don't believe a thing we've been told, and why we buck working with Hughes so hard? Hufghes doesn't want to work with us. We're sick of the run-around! I never call tech support, because it's the biggest joke I've ever dealt with, and being in the IT industry, and a few other support heavy industries, I've had to deal with a LOT of spport lines Hughes is the most dismal I've ever tried to use. How can a communications company be so tone deaf?!?!?!Solved3.7KViews2likes3CommentsRe: New Gen 5 owner in Northern California (slow as molasses)
OK, WOW.. talk about timing... I got a call for a "survey" about how I was liking Hughesnet... and i was from someone tat could get into my moden.... How strange, afer I've been on here complaining he last two days.. Turns out, I had 5.5gig of tokens I could not see anywhere that were hanging in limbo somewhere.. .so he applied them for me, and now they show... Also found out I have an issue where I can't see any my data correctly a the myhughesnet usage page... . AND, sure seemed interesting they knew about the Outbound ID when I asked about it, and also noted I was upset with the evening speeds of 1mbps and less.... And to top ot off, said he was dumping some logs from my modem, and maybe it could help.... um.. yeah..... ok.... If it is really only that simple.......... Anyone else having these slowness problems suddenly get a "survey" call? Also note worthy.. I've gone from 20mbps this morning to about 9mbps after the discussion...8.4KViews0likes28CommentsRe: New Gen 5 owner in Northern California (slow as molasses)
Well, if I was put on OUtbound 7 t see if it helped, It sure didn't... Thu Oct 12 2017 @ 9:48:23 pm US 25 MB 1.08Mbps136 kB/s THis morning, almost 21 mbps.. .BUT, it seems last night was faster than we've seen it in months, but at 1mbps, still not saying much...8.4KViews0likes29CommentsRe: New Gen 5 owner in Northern California (slow as molasses)
Can anyone confirm that the outroute ID 7 is truly abackup? Everything I am reading sounds like the problems I am also having,, and my outroute id is also 7.. so just wondering if any of this has been confirmed or not? BTW, I am not in CA, but am in WV.. beam 67... but all this is familiar problems...8.4KViews0likes34CommentsRe: Who can be contacted to fix a problem?
GabeU, I worked in a very high tech IT shop for many years. A LOT of custom in-house applications that were very specialized for our company and industry. If I serviced my customers the way Hughes does, then I would havebeen out of a job faster than you could say packet loss... I know all about Tiers... If my Tier couldn't fix a problem, it was instantly passed to someone higher up, and so forth. A problem did not wait days, weeks or months to get solved. Our customers were our employers, and if they weren't happy, they fired us.. Much like what happens when customers drop like flies from Hughes, over shoddy and lack of customer support. They are firing Hughes... The problem is, those on the bottom tier at Hughes have no ability to quicky escalate an issue. Many would sit there and read me the error they were getting, thinking they were reading me something I needed to know... THEY HAD NO CLUE what they were doing.... Maybe it's because Hughes is toocheap, and cares so little, that they farm out their call centers to thrid word countries withagents barely able to speak english, much less understand the working of the product are trying to support. NOR, how customers in this country expect to be treated.. Let me repeat that last sentence... The agents of the call centers don't even have a clue of the proper way to treat a customer, because they are not used to the level of customer service a typical resident of this country expects.... There is a huge gap in communications hapening at this communications company... Times are changing, and more and more peope are getting fed up with poor customer servie, especially when the service isn't based on the US shores... Someone needs to nudge the captain of the ship, because he sure doesn't seem to understand customers are getting tired of being treated like a replacable commodity...8.4KViews1like0CommentsRe: Who can be contacted to fix a problem?
LOL.. Yeah. Well. . I can't see any way they could care less, because Hughes doesn't know how to care... I guess a better way to have said it would have been Hughes doesn't give a rat's rear about any of their customers issues... If Hughes would re-work their customer support system, get rid of the majority of their off shore call centers, and treat customers like they appreciate them, they could probably sell more services to their current customers, AND keep more of the current ones.. BUT, I guess when you jam pack your network so full of customers you can't support, then I guess it doesn't hurt to lose a bunch of them... Boy what a black eye this company has all over the web... It's very hard to find nice positive posts or articles about Hughes, but you sure can find just about eery single upset customer complaint, post, or story, or even legal action without having to look hard. Just goes to show how out of touch the executives of Hughs are.... If they had any clue of the disdain of their customer base, they would be scrambling to fix their image... I can't imagine any CEO who would be happy with the poor reputation Hughes has.8.4KViews2likes1CommentRe: Who can be contacted to fix a problem?
If Hughes didn't want people to contact ECC, then maybe they should have a customer service department in place that fixes customers problems the first time, instead of passing a customer from agent to agent who none have the ability to actually fix any customers problems. I've spent hour after hour on the phone trying to get my problem fixed, so finally thought to call Corporate, got connected to ECC, who spent 10 minutes on the phone with me and solved the issue. I spent 4 days bouncing around with this forum, and two days on the phone with the toll free number. For multi-billion dollar company, that is an unacceptable way to run your customer service. I had a case number, and was told I would be called back in 2-3 days... You guessed it, I was NEVER called back... POOR SERVICE!!! If Hughes wanted to solve problems, they would forward a customer to ECC, instead of pushing off problems, and hoping the customer wil go away, and take days or weeks to solve a simple issue. Talk about wasted profits... I wasted 5 different agents time, Liz's time, and my time.. then it took a simple 10 minute phone call to clear it all up... Now you tell me, what is the more profitable and proper way to treat a customer, a) make them spend hours on the phone with third world call centers that can solve almost nothing, other than a new order, or b) give them an "execuitive" who can easily solve problems the first time in a very short period of time... Which makes more financial sense... especially when you lose so many customers over poor customer service. And if you don't believe Hughes does lose a lot of customers over poor customer service, then you should go search the web for a few seconds to find all the horror stories of poor Hughesnet service... that still continue... Maybe if enough people start calling CORP Headquarters to try and get their long standing problems resolved, then maybe Hughes might get the message and put a REAL "Customer Care" department in place...8.4KViews2likes0CommentsRe: Who can be contacted to fix a problem?
For those that are not getting satisfaction here, or with their thrid world call centers, call the corporate office in Germantown MD. They will place you with "Execuitive Customer Service"... where they seem to be able to fix problems.... I spent 10 minutes on the phone there, and my issue was fixed. Wished I would have thought of calling CORP a long time ago.. Not only would my head feel better from beating it against a wall, but Hughes wouldn't have wasted hours and hours of their time, eating up their profits... This company has a lot to learn...9.6KViews1like3Comments