On May 16th 2016, I established service with Hughesnet over the phone. During this initial conversation, I was told that Hughes net could run multiple devices, specifically, my tablet, internet gaming system, and my computer, which I take online college courses with. I was told that I would receive free installation, but was then charge 168.00 dollars, for what the sales rep called a “membership fee,” “because Hughes Net was an exclusive members based internet service.” I was also told that the internet was unlimited. From day one installation, I found that I could not play internet games because the service was not capable of maintaining the appropriate speed.
After two weeks of using their service, my internet stopped working on everything except for my computer, which is plugged directly into the modem. I called Customer Support, and they told me that my data cap had been reached, I mentioned the sales reps remark of “unlimited” data, and the representative just repeated that I had reached my data cap of 10GB and offered a bigger package, and that Hughes Net did not provide unlimited data. Since, I was unable to get frontier in my area, and I need internet in order to go to school, I felt like I was trapped.
Another two weeks goes by, and I received my first bill, which was over the 57.00 dollars including the equipment rental fees that the initial sales rep informed me it would be, coming to about 80.00 dollars. This customer service rep agrees to give me a 30-dollar discount until Sept 2016 in light of the misinformation. I believe now, that this was only a scheme to lock me into the contract since it was the 30-day mark.
I have had problems ever since, even after following their guidance of limiting my internet usage to avoid using my data. The only thing I have been able to do is go to school, because their data cap is so small and runs out after only two weeks of doing my school work. I couldn’t even update my computer because it uses too much data and would take the data that was needed for school.
Went to stay with family for a month, so it really didn’t affect my life in the month of July.
This month, August 2016, I decided enough was enough. After explaining the situation to 5 different people multiple times, after 2 hours on the phone, and speaking to the “highest” supervisor I could, they said they could cancel my service for a fee of 379.00 dollars! I did not agree to this because I felt I was scammed into signing their contract by the sales rep in the first place. They said they would take the cancelation charge down to 185.00, and I said no. After that conversation ended abruptly, with me saying that I would research other service providers in the area, and would decide after that, I found a 185.00 charge on my account.
I called today, and asked why they were charging me 185.00 when I did not agree to pay it, and informed me that they had cancelled my service and was charging me the 185.00 that all parties agreed too. I told them that I did not agree to anything, nor did I ask for my account to be canceled, but they said they couldn’t help me in anyway because my account had been canceled. I asked about the 168.00 installation fee and if they were going to refund me that money because installation was supposed to be free per their website, and he told me that it would not be refunded and that was why they took the cancellation fee down to 185.00 from 379.00, because I was not supposed to be charged an installation fee.
This same manger, whom I was transferred too, then refused to transfer me to anyone higher because he was the “highest” I could go since my account had been cancelled and they wouldn’t help me anyways. I explained my issues again, and he said HughesNet does offer Unlimited internet, in the terms that the customer could continue to use the their limited internet speeds even after their data cap was exceeded. I asked then if that is was the sales rep told me it was unlimited when in actuality it had data caps. Then this gentlemen, told me that he was going to terminate our call, which he had approval to do, because there was nothing else he or anyone else could do for me.
Since day one, this company knowingly lies to potantial customers, and offers all kinds of incentives to keep them until they are locked into a contract, and then they loose all respect for the customers. The techniques will tell you that "your" equipment is bad, instead and figuring out the issues with their equipment. Do not trust anything HughesNet personel tell you, they are only looking for money, even after they admit to charging you money they should not have, they will not refund you, until you raise a stink about it. The only reason I was able to get to a supervisor is because nothing I told the customer service people seemed to stick, and they just brushed off my issues like they didn't matter.
Bottom line, their service is not was they say it is, and learn from my experience with them. THEY DO NOT CARE ABOUT YOU, OR YOUR ISSUES WITH THEIR SERVICE. CUSTOMERS BEWARE!
Hughes Network Systems, LLC Reviews
On May 16th 2016, I established service with Hughesnet over the phone. During this initial conversation, I was told that Hughes net could run multiple devices, specifically, my tablet, internet gaming system, and my computer, which I take online college courses with. I was told that I would receive free installation, but was then charge 168.00 dollars, for what the sales rep called a “membership fee,” “because Hughes Net was an exclusive members based internet service.” I was also told that the internet was unlimited. From day one installation, I found that I could not play internet games because the service was not capable of maintaining the appropriate speed.
After two weeks of using their service, my internet stopped working on everything except for my computer, which is plugged directly into the modem. I called Customer Support, and they told me that my data cap had been reached, I mentioned the sales reps remark of “unlimited” data, and the representative just repeated that I had reached my data cap of 10GB and offered a bigger package, and that Hughes Net did not provide unlimited data. Since, I was unable to get frontier in my area, and I need internet in order to go to school, I felt like I was trapped.
Another two weeks goes by, and I received my first bill, which was over the 57.00 dollars including the equipment rental fees that the initial sales rep informed me it would be, coming to about 80.00 dollars. This customer service rep agrees to give me a 30-dollar discount until Sept 2016 in light of the misinformation. I believe now, that this was only a scheme to lock me into the contract since it was the 30-day mark.
I have had problems ever since, even after following their guidance of limiting my internet usage to avoid using my data. The only thing I have been able to do is go to school, because their data cap is so small and runs out after only two weeks of doing my school work. I couldn’t even update my computer because it uses too much data and would take the data that was needed for school.
Went to stay with family for a month, so it really didn’t affect my life in the month of July.
This month, August 2016, I decided enough was enough. After explaining the situation to 5 different people multiple times, after 2 hours on the phone, and speaking to the “highest” supervisor I could, they said they could cancel my service for a fee of 379.00 dollars! I did not agree to this because I felt I was scammed into signing their contract by the sales rep in the first place. They said they would take the cancelation charge down to 185.00, and I said no. After that conversation ended abruptly, with me saying that I would research other service providers in the area, and would decide after that, I found a 185.00 charge on my account.
I called today, and asked why they were charging me 185.00 when I did not agree to pay it, and informed me that they had cancelled my service and was charging me the 185.00 that all parties agreed too. I told them that I did not agree to anything, nor did I ask for my account to be canceled, but they said they couldn’t help me in anyway because my account had been canceled. I asked about the 168.00 installation fee and if they were going to refund me that money because installation was supposed to be free per their website, and he told me that it would not be refunded and that was why they took the cancellation fee down to 185.00 from 379.00, because I was not supposed to be charged an installation fee.
This same manger, whom I was transferred too, then refused to transfer me to anyone higher because he was the “highest” I could go since my account had been cancelled and they wouldn’t help me anyways. I explained my issues again, and he said HughesNet does offer Unlimited internet, in the terms that the customer could continue to use the their limited internet speeds even after their data cap was exceeded. I asked then if that is was the sales rep told me it was unlimited when in actuality it had data caps. Then this gentlemen, told me that he was going to terminate our call, which he had approval to do, because there was nothing else he or anyone else could do for me.
Since day one, this company knowingly lies to potantial customers, and offers all kinds of incentives to keep them until they are locked into a contract, and then they loose all respect for the customers. The techniques will tell you that "your" equipment is bad, instead and figuring out the issues with their equipment. Do not trust anything HughesNet personel tell you, they are only looking for money, even after they admit to charging you money they should not have, they will not refund you, until you raise a stink about it. The only reason I was able to get to a supervisor is because nothing I told the customer service people seemed to stick, and they just brushed off my issues like they didn't matter.
Bottom line, their service is not was they say it is, and learn from my experience with them. THEY DO NOT CARE ABOUT YOU, OR YOUR ISSUES WITH THEIR SERVICE. CUSTOMERS BEWARE!