Liz I understand you want me to run test. That is all that HughesNet ever asks me to do but do not follow up with anything. This is not a solution. I want to speak to someone that can actually solve this issue in a timely manner.
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We started with HughesNet on about October 25th. We had ok internet the first week or so but since than we have had nothing but problems. We have called multiple times and have had technicians out but nothing has fixed this problem. We have ran multiple test speeds with almost all of the tests falling below what is an acceptable speed. We have been promised that the problem will be fixed. We have been told that managers will follow up but no manager has followed up. It finally took me filling out a survey and giving a highly dissatisfied ranking for someone to call me back to talk about this issue. To give a little details to our problems. We can not run netflix, we can not use on demand with Directv and our internet speed is extremely slow. When I have talked to customer service reps their answer is to run speed tests and than tell me that sometimes speeds are slow. They will have me run speed tests until we get one that is at the minimal acceptance and forget about all of the other tests that did not pass. I finally got to talk to someone in level 4 tech support on February 9th, and he did some modifications to my modem and it seemed to fix the issue for one evening. I do not feel that I should continually have to call tech support just to get my internet to run for a few hours. He said he would give me $30 off my bill for the next 6 months for my troubles. Just cancel my contract it will cost you less in the long run. We also seem to have a data leak but I don't understand how that is possible when we can't even use the internet. I had a technician out and he was sitting with me and we went through 3 gigs of data in about 2 minutes. My understanding is that a 2hr HD movie is about 2 gigs so how did I use more than that in 2 minutes. The tech than called HughesNet and had a tech add 2 more gigs of data and he went through that data in about 5 minutes. He than tried telling me it was either because it was cold out or because we had someone gaming. We do not have a gaming system set up and being cold is not an excuse. After filling out a highly dissatisfied on your survey someone finally called me back on February 10th and asked me what I would like to do. I told him I wanted out of my contract without paying a cancellation fee or to have this fixed. I was talking to him on my way home from work. When my husband and I came home our internet seemed to be working so we were happy. That did not last for long. This morning it is not working again. We want out of our contract without paying a cancellation fee. The gentleman that I was on the phone with last night said you guys would be able to help me with this situation. I feel that we are upholding our end of the contract and paying every month but you guys are not. We feel that you do not really want to fix this issue but you won't let us out of the contract. If this is not resolved in a timely manner I feel I will be forced to make a complaint to the Better Business Burea, The FCC and to the local news stations.
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