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I have a suggestion for you. I have been a customer for the better part of 10 years and in all of those years cruising forums and my own personal experiance I can tell you that you could boost your Image a million fold in one fail swoop by improving you customer service and tech support systems. I would suggest moving it back in the US but even getting people on the other end that know what they are talking about would be a major improvement over script readers and either way you should stop making customers jump through hoops to get to someone who really does actually know something about the systems.
Also you should take that HN doesn't supprt online gaming out of the fine print and make it upfront obvious because you gain alot of unhappy customers right up front that way as well as advertising you can watch movies and such. I would be willing to bet that if you had those actors say the lines that "You can do (insert your own words) or (again insert your own words) if you are carefull of account bandwidth limits" Then you would gain a respect that noone else is even bothering to try and earn. Look at Verizon, they are doing thier level best to try and get you to do things to make you exceed thier limits so they can charge overages.
Also I would set up a stateside hotline for customers to call about bad or no show installs and better regulate those because that again gets you a mad customer right out of the gate.
Just my 2 cents worth, take it or leave it.
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3I would like to second the request that you move the call center to the US. That is the only way to prove to me that Hughesnet as a whole cares about its customers. Everyone knows how annoying it is to have to call a foreign country and wonder if you will be able to understand the person on the other end of the phone. This past week I've had to call my bank, the IRS, and Hughesnet. Hughesnet was by far the WORST experience. Yes, worse than the IRS! Having someone on the other side that speaks perfect english in an understandable accent and who knows the proper inflections required to convey sympathy and understanding is invaluable to reducing the stress of whatever problem you are calling about. As long as Hughesnet would rather save a few dollars than give us something INVALUABLE they are proving to me that they do not care one bit about anything but getting my $90 every month. And that's the quickest way to lose my $90 a month as soon as a viable alternative is available.
I know it isn't you personally making these decisions, and I'm sure you and the other Hughes representatives on here actually do care about us customers. In fact, I'm sure you guys go above and beyond to insure satisfaction and we appreciate it. But at the end of the day, your bosses do NOT care. They prove that to me every time I have to call for "help". Which is usually to have the person suggest that I spend $125 on a service call after wasting an hour of my time on the phone. -
3well said kevin. Hughesnet's biggest weakness has been their customer support. i can't tell you how many reviews i have read online where they're biggest complaint was the customer support and the fact that it's not U.S. based or that they were simply unhelpful as they just read from scripts
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Hello Kevin,
These are just the type of suggestions we welcome. Thank you!
We're constantly working to improve our call centers so if there is a specific agent or instance that have left you less than happy with your experience we would love to hear about it. I'll also suggest your installer hotline idea to our process managers but in the meantime again, if you have specific concerns about an installer please let us know.
In terms of gaming, we've done extensive research and found out some games work better than others. If you take a look at the gaming section in this forum you'll get a better idea of exactly which.
Thank you again for your detailed feedback, we're grateful to have it!
Sara -
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CHAMP
1The only complaint I have is when I got upgraded to the 9000 system they gave me a 1 watt system instewad of replacing my 2 watt system and the installer took the pole mount piece off of my old dish so now it is a yard ornament till I can haul it off because noone wants part of a system. Not complaining, just saying is all.
As far as gaming, I know which ones work and which ones don't, been playing EverQuest and EQ 2 for the last 9 years on here.=-)
Thanx for your reply and btw I forgot to mention that this forum was a great start in the right direction. Stay safe and have a great day.-
Ah the 9000 system, it took 6 months to do the upgrade, 6 months of unanswered phone calls, cancelled appointments, and weather concerns.The old unit for the 7000 reciever was and still is on the roof of my house, I was concerned for the safety of the installer having to deal with a snow covered roof and my homeowner's Liability Insurance as I doubt HNS covers that problem. Finally it was resolved by the Installer putting a new dish on the lower side of my house right by the walkway to the front door.When and if I finally sell my house, it's going to be either Cable or Verizon DSL for me, I want to deal with Commpany trained and Skilled Union employees rather than being at the Mercy of underpaid sub-contractors...I ENVY MY FRIENDS WHO HAVE ROADRUNNER!!
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CHAMP
I’m
Is it Friday Yet?
The Spaceway system dosen't need a 2Watt radio to perform at speeds comparible to the Hughesnet 7000 system, and that's why they are not offered. The Spaceway system is VERY different from Hughesnet, and so are the transmit units. Concerning your "Yard ornament", as an installer I never left those during an upgrade. If the unit is no longer operable, I would have removed it. I am not sure what the "Scope of Work" calls for these days, but it might be worth a call to Customer Service to see what they can do for you. Just a thought.
Hope that helps, -
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CHAMP
I’m
thankfull
It is my understanding that a 2 watt radio has nothing to do with speed and everything to do with signal degredation during inclement weather, etc... I know of at least one 2 watt KA system so I know they exist and I also know I lose my signal about 5 times easier than I did before.
I am not asking for it to be replaced though because this upgrade was free and I am grateful for it but it still kind of burns me to see a $900 dollar investment lying out there and it's equal not sitting on the pole. I paid that price to sign on as a commercial customer because of what I do and I am now comissioned under a residential plan with residential equipment. As long as the speeds stay manageble which they are way better than that now and I can rely on my service 90% of the time or better I won't ask for anything else than that.
I am not a cruiser that complains alot, I had speeds at 1/4 plan speed for over a year before I said a word to HN with my old system and even then I tried for months to work something out with them to improve my service before I gave up and asked that they do a free upgrade. -
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3well said kevin. Hughesnet's biggest weakness has been their customer support. i can't tell you how many reviews i have read online where they're biggest complaint was the customer support and the fact that it's not U.S. based or that they were simply unhelpful as they just read from scripts
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Can you do anything to increase the bandwidth limitation? We ALWAYS exceed our limits under Hughenet's FAP and we do not even do any gaming. At least 2 x a month, we are having to purchase tokens to restore our service. It is quite frustrating to see the tv ads for Hughesnet and know with 100% accuracy that they are not true. False advertising WILL have its repercusions. -
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CHAMP
I’m
Happy to help
Move to a higher plan is all and btw gaming does not eat your bandwidth, this has been proven over and over again. I have 3 computers that used to play some of the most graphic intensive games out there for 4 to 8 hours a day and never fapped out. Had 4 computers part of the time and still no FAP. What will get you is video and some say streaming long term audio like a streaming radio station will eat your bandwidth, also VOIP services will eat bandwidth. They don't false advertise, people just get their hopes to high. on the higher plans you can download several albums and you can watch several youtube videos if you are carefull. You can not watch tv shows or movies except during the free time. I have an old show I watch on Hulu that is an hour long and that show at medium resolution uses around 300 to 400 MB so I use my phone for that.
Google HNFapalert and go to the link to the download on datastorm users website and download it, open the control panel after it installs and set it to you type of modem and set it to start when your computer starts and you will have a real time countdown number in a little green box on your taskbar that tells you at a glance what you have left in numbers. Don Bradner that posts on here wrote the program and can help if you have any problems. Other than being carefull, upgrading and making it so you can easily moniter your usage I don't know of anything else that would help.-
HNFapalert is just GREAT! Saved me from getting FAPPED on several occasions.
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CHAMP
I’m
Happy to help
Actually I have another idea that some others on another forum gave me.How about when ordering online before you can place or at least finish your order have a webpage load with the heading: What to expect with your new Hughesnet service before you place your order and on this page explain the amount of latency they can expect and what latency means and what it means to voip, vpn and gaming and then also explain the fair access policy and what they can expect with it. Oh and also give them an idea what to watch for during the installation and give them an avenue to say something if they see it isnt being done properly maybe. For phone orders just have the represenative explain it.
All of us that cruise these forums and try to help people can tell you that you see a huge differance in the level of frustration and unhappiness between people that jump into this blind and those that researched it and knew what they were getting ahead of time. -
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EMPLOYEE
1Kevin, thank you for your detailed suggestions.
I'll be sure to pass this along to the right department. Sara -
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3I would like to second the request that you move the call center to the US. That is the only way to prove to me that Hughesnet as a whole cares about its customers. Everyone knows how annoying it is to have to call a foreign country and wonder if you will be able to understand the person on the other end of the phone. This past week I've had to call my bank, the IRS, and Hughesnet. Hughesnet was by far the WORST experience. Yes, worse than the IRS! Having someone on the other side that speaks perfect english in an understandable accent and who knows the proper inflections required to convey sympathy and understanding is invaluable to reducing the stress of whatever problem you are calling about. As long as Hughesnet would rather save a few dollars than give us something INVALUABLE they are proving to me that they do not care one bit about anything but getting my $90 every month. And that's the quickest way to lose my $90 a month as soon as a viable alternative is available.
I know it isn't you personally making these decisions, and I'm sure you and the other Hughes representatives on here actually do care about us customers. In fact, I'm sure you guys go above and beyond to insure satisfaction and we appreciate it. But at the end of the day, your bosses do NOT care. They prove that to me every time I have to call for "help". Which is usually to have the person suggest that I spend $125 on a service call after wasting an hour of my time on the phone.- view 3 more comments
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Try looking here David. I think you will see what he is talking about.
http://www.dslreports.com/forum/r2650... -
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Hello Brandon and John,
It’s a common mis-perception that all of our support is provided in distant, international locations. In fact, a significant portion of our support is provided by domestic centers today. Our goal is for you to have an outstanding support experience regardless of who (or where) you reach and we’re constantly evaluating opportunities to improve our service delivery.
We’re also continuing to invest in self-service tools (both online and over the phone) so customers can manage their accounts without the need to wait for a support representative.
Thank you for all of your suggestions!
Sara- view 1 more comment
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Meh...Every time I tried to call, I got someone in India. One even directly told me so.
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Yeah, it isn't a "perception" when the only customer support you ever connect with is clearly speaking english as a second language, whether that person is based in India or in the US. I've personally NEVER gotten anyone who could both understand and speak english fluently; some are okay and can get the job done but others are just impossible (they have always been polite, I am sure that they are trying their best) to communicate with.
On the subject of your advertising, you really do the company a huge disservice by making claims that are, in any practical sense, impossible to meet. The current TV commercial talks about watching movies. Come on, unless it is so compressed that you plan only on watching it on an iPod, or if you plan on watching it from 2 am to 7 am, you can't really watch a movie on the system. A typical movie at a resolution watchable on a screed of even modest size is going to at least 500 MB and probably a lot more likely to be 1 GB or more. -
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I too am disgusted with the customer service.
I have begun to work from home, medical transcription. The VPN connection runs, but extremely slow in the neighborhood of 8-12kbps.
Hughesnet support just says, "We do not troubleshoot VPN connections", or "We do not support VPN connections".
It does not matter to HughesNet that I can move my computer to 3 different ISPs, and the VPN connection runs at 200kbps. (I am physically taking my work PC to another location and connecting to the Internet) They keep telling me they WILL NOT help me to get this connection to run acceptably on a service I pay $90+ a month for.
My problem is, HughesNet is the only hi-speed Internet connection I can get and they have throttled the connection down to a retarded rate. The connection works great for almost every website I visit, although some with .fr URLs just act like they do not exist. Another throttle-down by HughesNet.
I have called 6 times, and get a script-reader each and every time that sounds like Apu on the Simpsons.
My job depends on this connection, and HughesNet is ignoring and refusing to help with the speed. I have given them the IP address that is throttled back, and they again read the script telling me the VPN is not working correctly and I need to talk to my administrator at the hospital. Please read again the paragraph 3 above this one.
Boo. Very poor customer service- view 3 more comments
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Yes that was the suggestion. Sorry but there was no third party interference or firewall problem the beginning of Nov but it was a good try at resolution. The representative was great but required disconnect to verify and that was that... yes I said (!) talked with first rep (2) talked with rep mentioned above (3) maybe I was not home for the two where you could not contact me. (4) talked with rep who interrupted the other service in my home as I mentioned above. He said he would return that call in a couple hours. I did all the testing he was gonna have me redo again, and again, in advance. By the way, all the test results were extremely bad, He never called back. I reserved the rest of the day to be sure to be here for the call. I am sorry but I CANNOT reserve weeks at a time or even days to be sure to be here to catch a representative at their convenience. It is called CUSTOMER SERVICE for a reason. The issues have not been resolved and only worsened. I TAKE OFFENSE that HughesNet seems to think that the custoomers have a responsibility to dedicate hours and hours and hours to waiting for customer service to answer, go through all the elementary steps we have already taken on our own and be treated like idiots then again wait for extended periods when it is decided by that tech that someone higher up needs to handle it due to his lack of technical knowledge. Then you insinuate that it is the customer's fault that problems were not fixed due to their lack of response! Most of us have to work in order to pay the fees to Hughesnet.
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Yes! Customer Service needs to happen and getting what we are paying for should be happening too. Next month when we will be getting AT&T DSL we hope to be saying bye to HN. Right now I am showing an internet connection of local only. We've not gone over our Fair Use amount and what is normally slow when connecting to the internet with HN is really slow. Many sites won't open at all.
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I gave up and let them disconnect me. But I am in the process of filing a suit to get my account straight. stay tuned -
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1I am aggravated with the customer service being outside the U.S. as well. It was hard to understand him and he just kept saying we are sorry you are not happy mam without actually helping me. -
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yea when all fails, they like to say thank you for using cs is there anything else I can help you with today! I posted a direct email add. for a support dept head and it was removed due to "private information posted" lol. but i will not post that type of inf. in the forum again. But when a customer has been waiting going on three days! for a call back, I think they need someone to contact!! hope a positve change is in the works for a company that has for too long abused their customer relations.
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Hello Brenda, it appears we reached out last Thursday 12/08 but we seem to be on opposite schedules :-) Please give us give us a call at 866 347 3292 - our support centers are open 24/7. Thank you, Sara
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I have dialed 866-347-3292 several times and always get someone in the Philipines, at least they have a decent command of the English language, the Tech people in Pakistan however continue to offer mediocre service.
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1I also want customer service physically back here in the US. I'm sure with 22 million + Americans out of work Hughes net could find a customer service team here. -
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it is not the support, please. It is the system. The support does not make my internet slow all the time does it?
So, hiring Americans will make my internet work better?
Please, someone explain how?
I live in the US, I just want good service. I have been with Hughesnet for 4 years.
Let's face it, now that ViaSat-1 launched (Wildblue), Hughesnet is scrambling to finally try and interact with their customers. A little too late and way too obvious. They got beat to the punch to me.- view 7 more comments
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Feedhorn covers were dis-continued in 2004. That statement is not accurate.
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Don't know what a feed horn is. Just repeating what your service tech told me! Maybe you need to inservice him not me!!! Whatever he did sure seems to have had a bad effect on my services. This is when it slowed to a snails pace.....
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2Well, if i may add my 2 cents.
As a properly trained, and properly motivated HughesNet tech / installer, I hear many of the same complaints i see here. Of course i wish it was better, but since i have knowledge of how the system works......its expensive.
along with many of the suggestions i see here, i would like to add one.
If you get a installer, and he treats you and your home with respect, foot booties, and properly setting up your system.
let him / her know you appreciate it, and give them a cupcake, a candy bar, five dollar bill, somethnig showing your appreciation to there attitude and work ethic.
keep the good installers working, weed out the trouble makers. at the company i work for, we have to submit quality control pictures.......but some one has to quality control them :-)
Virginia Installer. -
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CHAMP
1And there is the whole thing in a nutshell. You seem to be one of the installers that is in this for more than just the money (not that it hurts, mind you) but if you truly enjoy what you do, it will reward you. And you are indeed correct - if the installer shows up, does the job and does it professionally, throw them a bone. Sure, there's a commission for a repair, install, etc.. But there's also fuel costs, inventory, equipment costs JUST to get into installations, and lord knows if ya wanna be in sales ya better be ready to pucker up :) I have had two sets of installs, one relocate, and a realignment in the last two years. One installer has been fired, one has been retired, the last two have been absolutely awesome (I am not allowed to work on my own gear lol) -- anyway, the point I'm trying to say is thanks, and if we could get more like you that actually care, I wouldn't be here having to help people with issues that should have never made it past OVT :) -
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CHAMP
1Well here's another thing... $125 for a service call? How about a FREE check-up every year. Make sure customers stay happy because their systems are working. Check alignment. Re-seal the cables. Check line-of sight for obstructions. Trim trees. Make sure their gateway/beam isn't so overcrowded that nothing gets through. Advise about upgrades, etc, etc.
I was lucky. My installer was great - even gave me his cell phone # so that I could follow up with questions. I never had to call, because he did his job. That's the way it should be. -
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1Fully agree. It all starts with the saleman being honest.... and informing you, then moves to the installer doing a correct job.
in my honest opinion. i see far to many bad installs that lead to terrible service and very unhappy customers.
keep the saleman legitimate. keep the installers honest. and things will rock and roll :-)
and yea, i love my job, im a small skinny young man with a bright smile all day. ill get in your attic sir, if this is where you want the wire run..... ill jump under the house mam, you just tell me where you want that wire to enter the home.
to be honest. my wife and I work together, were a husband wife install team. we are professional and nice people.
3 a day, Departure Complete- view 4 more comments
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They already are, this site is a great improvement and Sara announced that they were working on better training for their phone support and that definatly would be an improvement, lol. Like I said someplace else, this site is representing a very small percentage of the unhappy customers so there isnt all that many that are having problems and maybe someday there will be even less. I know alot of things are going to improve when Jupiter go's online.
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This site is an improvement. I’ve been surprised and pleased that HN is allowing us to tell them how pleased or displeased we are with the service. I’m pleased at how many are telling HN how bad their experience has been since acquiring HN. Hopefully something will be done to make it better for all of us.
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My best answer is to use
High Limb Chainsaw
$23 online
20 reviews
High Limb Chain Saw High Limb Cs-24 Rope-and-chain Saw With 24-inch Chain : Lets you cut branches up to 10in. in diameter while you stay on the ground. No tree service bills... no wobbly ladders! Just toss the safety weight over the limb you want to cut, then pull alternately on the two 25-ft. polypropylene ropes. Carbon steel blades can be sharpened. Chain Length (in.): 24, Rope Length (ft.): 25, Cutting Thickness (in.): 10, Blade Material: Carbon steel -
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I’m
frustrated
1I called three times today between 12:20 PM CST and 1:03 PM CST. The first time I was hung up on, the second time the tech kept talking over me while I was trying to get him to understand I'm not stupid and to explain the problem. When I asked to speak to a supervisor he put me on hold for over 20 minutes. This last time I ask immediately to speak with a supervisor and from the time your tech Vincent answered the call until this very moment the time on my cell phone tracking is at 17:00 minutes and counting. I am extremely upset. Your customer service STINKS! Your new faster system does nothing but use more megabits faster without letting you surf the net one bit faster.
I have the download meter on my desktop. I closed my computer down at 2:00 am this morning. The meter read 79%. I turned the computer back on at 12:00 PM this afternoon and it read 50%. I called only to have this usage fixed. A person can not use download time if the computer is not even running or online. Yet for some mysterious reason your company has taken away 29% megabits of usage while my computer was completely shut down.
I do not use a router. I do not have anyone else in my home that might be using it while I sleep. I've wasted 1 hour talking to 4 different reps overseas that think we Americans are dopes and don't know diddly squat! Thank God I only have 5 more months left on my contract with Hughes.
Sincerely UPSET,
Deborah Kimzey
PS... been monitoring my download meter since I originally called. It does not reset to 100% anymore so I called again yesterday. The person that answered gave me such a crock of stupid explanations of why this was the case now. Said because I now have more download megabits that my none used megabits carries over to the next day. So it is automatically added on to my next day's total amount. This he said gives me more megabits than I originally get every day on my plan.
Problem is -- as I said this is a crock! I've not been doing anything online any different than last month. I looked at both last month's download usage and this months'. Since this new upgrade all that is going on is an increased speed of how fast you lose your megabits allotted to you on your specific plan. They are not crediting you with a full usage amount anymore. and you start each day with 100% less what you had left over from yesterday. Two days in a row. Saturday I ended my biz day with 79% usage left on my status meter.
Turned the computer back on Sunday and it had rest only to 50% full capacity on my usage meter. Sunday night I shut the computer down and my meter read 34% usage and when I turned the computer back on today at 3PM CDT US time, it had only reset to 89% full capacity.
What is going on as far as I can tell is Hughes is trying to pull the wool over it's customer's eyes in making them think their getting a special deal when really they are getting ripped off. Sorry, but I've been using Hughes for 18 months now and up until this new upgrade on your system I experienced only a very few problems. Since then.... well I stand by what I've written. Also trying to find out how many actual megabits you have each day to start with is a no brainier. Instead of a usage meter that reads percentages -- create one that shows how many megabits you are using instead for your computer's tool bar. And teach your techies, that not everyone is computer illiterate. In fact some are downright 100% smarter! I am not a happy camper, but I bet it doesn't take a rocket scientist to tell, does it?-
Teia,
You're seeing rollover bandwidth. When your meter says 50%, it has refilled the same amount as you used to get. If it shows more than 50%, you have extra available. Browse this forum - there are several threads concerning how this works. -
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Hi Deborah Kimzey
May I suggest the freeware program that I use to check hourly rates, sits in my task bar along with Don's hnFAPAlert and much more.
http://www.softperfect.com/products/n...
NetWorx – Free Bandwidth Monitoring and Usage Reporting
Go to system control and you will see your plan has doubled (free) is the reason why they wonder not 100%, another poster explained better than I can.
EDIT IN: Diane Bos 1 day ago
Yes Lee, you got it. What would you rather have...75% of 1050 mb or 100% of 525 mb? The status meter no longer gives enough information. You need to check the DOWNLOAD ALLOWANCE STATUS page as Mister Coke said above. Go to this page:
http://192.168.0.1/
and click the "Download Allowance Status" link. Hope that helps.
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Someone here doesn't understand the FAP and apparently CS didn't do a decent job explaining it. An explanation is available on the Hughes web site.
FAP measures usage on a rolling 24 hr basis and doesn't reset evry morning. So usagefrom the previous day is held in the bucket until 24 hrs elapse.
The officail usage for your SAN is available at http://www.myhughesnet.com/ViewUsage/...
You don't need an outside program.
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You have gotten the rollover feature and this is how it works, you get a refill of the exact same amount as you did before the rollover so lets use mine for an example. I had 625 MB before the rollover, after the rollover I got a maximum allowance of 1250 MB but I still only get 625 MB per day added to my allowance but I carry over what I had left the day before so lets say I use 800 MB today, that leaves 450 MB for the rollover when my allownce refills, I get the same 625 MB I have always gotten but now this is added onto what I had left to make a total of 1075 MB which would show as 86% on the status meter. Sooo, your meter will never show less than 50% after a refill but it can show any number above that depending on what you had left over from the day before.
They have said they are working on a way to have the usage show in a way that isn't so confusing, one thing that has been suggested is to have the usage show as 100% for the original amount you allowance refills with and then allow the meter to advance up to 200% to account for rollover. So instead of that 86% above, the meter would show 136%. Anyhow I hope this helps. -
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Hi DeepDiver, Oh yes I do need an outside program, I'll post an IMG why, tho of little concern to me.
Hi Teia Kimzey, that is not fair you saying "but your assuming I don't understand anything"... -
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It works fine for me still. I did notice a while back that the HN7000 and HN9000 usage pages are not compatible. This error message is what you see if you use the wrong one.
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Nope. double checked to make sure I clicked the 9000 and it is still showing the error screen.
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I’m
happy
Thanks Pete altho I don't know why usage data wasn't available. The outside pgm might also be a check of the usage data and might be "real time". I'll try it.
Got an email about the new Download Bank.
"What is the Download Bank?
Think of it as a bank that holds your Download Allowances-the capacity available to you during a 24-hour period. Now you can 'bank'-or carry over?your daily Download Allowance up to 2x the capacity (that's up to 900 MB, depending on your plan). With your bank filled, you have the flexibility to download a little, or a lot, any time you want?it's completely up to you!
More Freedom. Less Worry.
Let's say you have been out of town for a day. The Download Bank lets you capture the Download Allowances you didn't use. So if you want to stream a movie, but you're concerned you might use more than your daily allowance of 250 MB-no problem! You can dip into your "savings" at the Download Bank. (Of course, you can also schedule large downloads using the HughesNet Download Manager?or you can use a Restore Token?the FREE one you receive each month?to keep your online experience up to speed.) " -
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I agree with everything you are talking about. Also, much of the time, I see that my internet connection is good for local only. I've not gone over my fair use amount and when my connection shows local only, I can just about get to my e-mail but not much else. And what is normally slow is really SLOW. Yesterday I heard that we are getting AT&T DSL in our area within around a month. Hope that is true. If so we will be saying bye to HN. And to HN you really need to be doing a better job for your customers. As more rural areas get DSL, you will be looking for customers. -
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This is my 1st time hearing about the roll over allowance. Not that it matters to me.. download speeds in the evening are so slow I couldn't fap out if I tried, -
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CHAMP
1Just for future referance, if Hughesnet pulls the same crap with the Jupiter satellite as Wildblue is with service from Viasat-1 by lowering caps, charging more and charging overage fees, then I will not be needing the internet, thanx.
Ya gotta draw the line someplace and I refuse to pay overage fees to anyone. Voluntary like the token system is fine with me but I won't be slapped with a huge bill I knew little or nothing about. Had a guy on another forum tell me Hughes customers would be flocking to Wildblue when they opened service to that new satellite, well the speeds are nice but you wouldn't catch me switching for what they are charging for those speeds, lol.- view 3 more comments
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Yeah, those numbers won't fly. That's direct competition for 3G without the mobility! HughesNet will sweep the market if WB tries that.
Speed isn't the issue for me after a point, just download allowance. I like to know I can download 2-3 GB almost any night I want. -
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Yups same here.
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Kevin - Just so we are clear. Jupiter will be nothing Like Hughesnet, Spaceway or Wild Blue. The capacity will be 10x more (Users and bandwidth) than any other residential or commericial service on the market, as per a recent article in the WSJ. I understand that many are not happy with the current speeds offered by HNS, but we are all working hard to try to get the best service out there for the customers. Wild Blue was recently sold in a "Fire-Sale" back to ViaSat as it was not profitable. Ancillary fees and customer attrition were a root cause of their downfall. HNS and Wild Blue are two completely different companies who use completely different platforms. Comparing them on this forum is mute in my opinion. I don't think it is fair to anyone to make references about a service that has not even been released yet(Jupiter). When I read your post, the first thing I though was that Hughes might "Pull that same Crap", but I know that is not accurate. I believe that It's not fair to speculate about a service that does not exist yet.
http://hothardware.com/News/Hughes-Ge...- view 8 more comments
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Just looked at the launch schedules again and they have changed the launch date for Jupiter to just say mid 2012 instead of April.
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Hi Kevin, I will respond to that "you can ask anyone that knows me on these forums" sentence.
Oh yes I pay close attention to all your posts, you taught me a lot.
Many Google hits all leading me back here and the other forum dsl. -
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Any ideas if existing customers will be able to use Jupiter or will this be used to target new markets instead? -
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Nothing concrete has been published on the Jupiter rollout, but my opinion is that it will be similar to the Spaceway rollout. new customers only for a while and then, eventually existing customers will be allowed to upgrade when they complete their initial contract with Hughes. just my guess though...
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I would like to see Hughesnet do one of the following:
Move customer support back to the US or, like the airlines do, allow some of your customers (those who are willing) to fast track through security. Allow us to establish a level of knowledge that would completely bypass Tier I support. Give us some tools and allow us to pass a competency test, then register our Site IDs in the system that allow us to proceed directly to Tier II (preferably Tier III) support.
Here is why:
29650148 old case number 12/30/2011
29662543 new case number 12/31/2012
29650148 new modem replacement 1/1/2012
Those are my case numbers over a three day period where I had 80kbps performance. I can't tell you how many times I had to connect my modem directly to the PC, boot in safe mode, turn off and on the modem, ask the agent "what did you say, sorry but I can't understand you?" only to hear the agent say 'I'm sorry, I know it's frustrating' - to me that even seems scripted at times because there is no empathy when it is said - just another sentence in the cookbook that say "when customer responds with A, respond with B".....etc.
I spent a total of 3.6 hours on the phone trying to resolve my issue, several disconnects while being tansferred up the ladder. Turns out, tonight, after connecting to Tier III support, it's a modem problem and a new one is shipping out free of charge for the agony I endured.
Keep giving your customers who are knowledgeable with PCs and networks this type of support (cookbook reading from India) and you just may frustrate us enough to say "the hell with it". I was at that point yesterday and New Years Eve.
I have been a happy customer (for the most part) for six years now but EVERY time I have to call tech support, I get to the breaking point. Keep pushing those who our knowledgeable to these limits (2.5 hours for one call in Tier I support) and as soon as an English speaking, non-cookbook reading alternative ISP comes along, we will be long gone. -
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I’m
Upset
We need people that we can understand more clearly:( I do not discriminate but when I am frusterated and have an issue I want to be able to understadn someone 100% clearly.
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I have a few suggestions for you guys at HUGHES NET. 1. Recently my sister-in-law wanted to sign up with you guys, but there was a slight problem with the crew that came to install every thing. First of all I was there baby sitting my niece when those crew guys came. They were rude, horrible smell, they looked like they were making out with each other. Certain stains on the clothes I saw on them made me realize they weren't lost like they said for 2 hours and they refused to hook her up. I was highly disgraced and ticked off because my 3 year old niece saw them that way. Another thing about my account is that I was told told the basic package was $56.95 and no more. I have never ever went over my download allowance and my bill keeps rising higher every month.
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EMPLOYEE
1spiderman, this is unacceptable and obviously not the norm. I would love to look into this further. Please send me you sister's information so I track down the order to see who came out and figure out exactly what happened here. In addition, I'm happy to take a look at your billing to see why your monthly charge is increasing. Please send your sisters information and yours to communitysupport@hughes.com. Please include your sisters name and the name the order was placed under as well as the address in question. In addition, please include your account information: your account number or the phone number associated with your account, the name on the account and a link to this thread.
I look forward to hearing from you soon. Thanks, Sara
p.s. should you need/want to discuss additional topics in this community please start new threads so I can keep the space organized. Thanks!- view 2 more comments
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I just emailed you.
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Thank you. I didn't get any information pertaining to your sister-in-law's situation. Please send along so I can investigate. Thank you, Sara
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Hello spiderman, I sent you a breakdown and an explanation of your March bill. Please let me know if you have any additional questions.
In terms of the claims you made regarding our installers, I would still like to investigate that site visit. As long as you have information about your sister-in-law's visit from us (address, date of order, etc...) I can investigate (no need to bother your sister-in-law during such a tough time). Thanks, Sara -
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Champ, I agree and my 2 years will be up next month. Do to the poor service and I ahve not be able understand costomer service people when I call I will be dropping hughnet.
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Jim, all of our support agents have been extensively trained to support all HughesNet products and services. Like many other companies, we utilize a combination of support centers in different locations within and outside the United States to support our customers. We're constantly evaluating and seeking to improve the support experience regardless of where or by whom your inquiry is received. While your experience with agent understandability is not typical of what we hear from the majority of our customers, we do take your feedback seriously and have recently implemented a number of training and quality initiatives targeted specifically at improving the consistency and effectiveness of our support representative communication skills. We also continue to invest in providing customers self-service capabilities to process many routine transactions online and through our automated telephone system. If you feel there's a specific agent that needs coaching please send me and email with your account information and the date you spoke with the agent and I'll be happy to investigate. Please send your information to communitysupport@hughes.com and be sure that you include your account number or the phone number associated with your account, the name on the account, and a link to this thread. Thank you, Sara
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Lets see, their name, I either did not understand it, or I had a woman named "Bob" one day, (at least that is what it sounded like). Or it's an Indian name, that I can not pronounce much less spell, and they make sure you can not understand, that way you can not complain.