Hughes Network Systems

While I have been with Hughesnet since 2009 and I have had very good service it is necessary that new users understand that when you sign up they will not tell you the whole truth about your service.
They will tell you that you can stream movies, and you can, but they will not tell you that you need to stream in Standard Definition, NOT High Definition because even at standard Definition you will eat up 1 GB of data per hour. I stream movies from Netflix without any problems, but you must monitor your data use as you can only watch maybe 3 movies during regular hours before you have to start watching movies during the «bonus hours» of 2 – 8 AM
As for games, they will tell you that you can play games but they will not mention that there is a built in latency in a satellite system and because of this you can not play most action games without problems.
All-​in-​all Hughesnet is a good service but they tend to lead new customers into a false sense of security by telling them only half the information they need to know. Basically they have a don’t ask, don’t tell policy or ‘if the customer doesn’t have the smarts to ask we don’t have to tell them.‘
One must wonder why Hughesnet doesn’t tell the whole truth when talking to new customers. You would think they would want to make the new users experience as clean as possible and they would give them the information to have a great experience.
Do not dispute them or mention that they don’t give out the full information on their «community bulletin board» as they will ban you.

Hughes Net does it again. The latest Consumer Reports rating has them once again at the bottom of an extensive list of like providers with all black circles in all categories. Nice going guys…

I have no idea how a business this bad can stay alive. The service goes out every week, sometimes for a few hours, sometimes the whole week. Technical support offers the same troubleshooting techniques every time you call (unplug the box, wait 30 seconds, try not to smash the thing into bits) and then they schedule a tech to come out when none of that works. Miraculously, the system will start to work again a day before the tech is scheduled to arrive. I truly believe (after going through this about a dozen times) that this is controlled, meaning they are cutting the connection for some so others have better download times. The speed is less than that of DSL. If you can, avoid this place.

Consumers should avoid Hughes Net at all costs. The installation and first bill is enough to bankrupt most consumers.

Only use this service if there are no other options, because that’s who’re the intended customers. After months of accepting this as the only option our neighborhood was finally wired for cable. I can honestly say that this is the closest thing to dial up I’ve ever experienced. You can browse web pages, sometimes, and that’s about it.
I was more than happy to pay off my remaining months to end the misery. They did not at all care that I was unsatisfied as a customer. After the associate realized we were not to be swayed or bullied, he ranted on about how we’d have to pay the penalty for the rest of the «contract» and that we’d have to send back the equipment or suffer further penalties.
It will be a sweet victory once that dish is torn down.

Billing is a nightmare

Got my first bill, which was auto paid without my permission. The following issues are in play:
1.) Bill was paid over 2 (TWO) weeks prior to the due date of 04/7/2013.due today paid on 03/​28/​2013 — Unacceptable
2.) Bill was auto paid without my permission
3.) Never received an itemized statement… online bill just says $ 140…
4.) When I called was informed that above billing was itemized… yet the customer support was able to break the bill down over the phone. So every month I have to call into the company to receive a break down of my bill… unacceptable
5.) Never received my promotional discount as promised.
6.) Was informed there would be no changes to my billing process — Unacceptable
7.) Was informed that I am FORCED to have auto bill payment even when I am not receiving the services that I am paying for… Unacceptable
8.) Customer service is uncaring… has «just pay your bill attitude»…unacceptable.
9.) Lacks the ability to communicate to customers in a caring and effective manner prior to having an issue… i.e. never informed of billing demands of the company.
10.) Lacks all ability to properly run a honest, fair, and legitimate company.
Service is a nightmare
On my first 30 days paying for 10M down and 2M up.
1.) My average Uploads are running from 0.3M — 0.7M.
2.) Customer service takes about a day to get back to you (at their convenience) so they are always calling me at work to resolve my technical issues.
3.) Level 2 tech support takes about 2 — 3 days to return your phone call (they even tell you it will be that long).
4.) Setting up initial install took a month and 3(Three) different appointments with installers… they can’t keep appointments and then tell you, you aren’t a priority… When has a customer not been a priority???
5.) Installers want to know your daily schedule… even if they aren’t planning to make an appointment… um HUGE red flag…(I refused!)
6.) Service department is more rude than the billing department.
GO SOMEWHERE ELSE FOR YOUR INTERNET!!!

Worst Internet service provider I have ever had. Absolutely no respect for the customers time in respect to their long hold times and they have to transfer your call for everything into another que where you have to basically start from scratch with the next phone operator who gives you a completely different story. Upon spending a total of 8 hours and three separate days with two small children needing my attention, they wanted to charge me $ 150 for a service call, plus $ 300 for new equipment. I spend $ 80/​month on their service and this is the treatment I get? Completely unacceptable. Where I live I don’t have a choice because there is no cable Internet available, but I will do without because this is totally not a good company. I have been a customer for 5+ years. Their service was slightly better than dial up but not enough for the price they charge. Upon canceling, they offered to cover everything at their expense, but I was completely done with their games at that point. To make matters worse, after canceling a customer recovery team called to regain our account. We told them to send us information via email in writing to discuss what they were offering, upon which they did not send us what we requested and reinstated our account and charged our credit card without our permission. Nor did they contact us to fix the equipment so that we would know they were attempting to make things right. Then I had to sit on hold for another two hours to cancel again and with no contract or proof that we requested reinstatement attempted to charge a cancellation fee! I am absolutely livid! They should be put out of business.