How much will an upgrade to Gen4 cost me?

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Existing customers receive added perks while new customers are offered other incentives for signing up. Let’s take a look at what upgrading to Gen4 means for you.

Your hardware upgrade cost would be either $199 or $99 - depending on whether you are a new or an existing customer - and we're currently offering a $50 mail-in-rebate which reduces your cost to $149 or $49. This rebate is offered to new and existing customers. That price includes all new equipment required at your site plus professional installation and the extended warranty coverage on your new equipment; a value of $600 or more (depending on your location, etc...).

Existing customers have an opportunity to take advantage of a special plan---the Power Plus---available to existing customers only. With the Power Plus plan, you'll receive an additional 5 GB of bonus byte bandwidth. 5GB normally costs $40 while existing customers will get the 5 GB for only $10/month.

Gen4 will deliver you tremendous value for the nominal upgrade fee.
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Sara for Hughes

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Posted 3 years ago

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Charles R. Scott, Champion

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Curious Sara, can you tell us the full details of Power Plus? Such as the base rate for anytime and bonus time?
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Susan Bailey

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If you are a new customer then installation is free!

I just finished a call to billing and per Joanna,
Power Plus (25GB) is special for existing customers...
10GB anytime plus 15GB bonus bytes (2am-8am EASTERN) for $59.99 plus an additional $9.99 equipment rental. I guess we'll all be brewing coffee so we can take advantage of all those middle of the night bonus bytes! :o)
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Kathy Osborn

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Then why does the terms and conditions for the upgrade show $49.00 plus $9.99 for the Power service plan??????????

http://gen4upgrade.hughesnet.com/tc.cfm

What are the conditions? I can't seem to get a straight answer.
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Joerg Hulha

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Hi Sara,
when searching for a forum concerning customer-experiences with Hughes’ Gen4 upgrade, we came across this forum.

We were actually looking looking online for a Hughes' customers-complaint forum because today we feel cheated by HughesNet.

The following happened: Since we live in a rural area of Missouri we had 3 months ago another wireless internet company providing us with service. This company was providing us with G3 wireless service. Since this service was sometimes instable (we were in a 'roaming area), we became interested in alternatives. An internet promotion-page from HughesNet caught our attention, which advertised a soon upcoming high speed internet from HughesNet (Gen4).

To get more information we contacted the provided service/sales number. The name of Hughes’ contact-person was “Don”. Mr. Don seemed quite enthusiastic about our call. He said that the new satellite will be launched in just a month – July 2012 – and that there are no contracts for Gen4 available yet . . . but IF we would become a HughesNet customer NOW, we would automatically be upgraded to the new faster internet “free of charge”, once the Gen4 Satellite is launched and started operating (which “will be within not more than 2 month”, said Mr. Don then).

We gave Mr. Don our home phone number to keep us informed. After Mr. Don called us back several times, repeating his offer of “free upgrade” to the new fast Hughes internet “once available”, we reluctantly signed up for an existing older HughesNet package, taking Don's promise to be upgraded "for free" as part of our agreement to join HughesNet “NOW” (before Gen4 was actually available). Account Creation Date was 06/14/2012.

Once we had signed up, Mr. Don wasn’t in charge anymore. He had 'disappeared'. We dealt from then on with different departments of HughesNet. Yesterday we contacted HughesNet again to inquire about the state of our promised upgrade. The answer was that an upgrade to Gen4 will cost us an “Istallation- and Activation fee” of $199 plus an equipment rental fee of $9.99/month. We were flabbergasted.

HughesNet now asserts that an agreement, as promised when we signed up in June, is not locatable on their files: “This is now over 3 months, all recorded agreements from June are erased”, a female voice with the name "Karen" told us commiseratively.

We now feel that we got ripped off by HughesNet sales people. We are both feeling angry about our own ‘stupidity’ to have trusted your sales people, and about your company’s impertinent methods to lure new customers into contracts with lies.

Maybe you can give us helpful advice to solve this problem, before we start posting our bad experience with HughesNet on other internet forums as well.

Sincerely
Suzanne Rehnberg and Jorg Hulha
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Charles R. Scott, Champion

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Sounds like you signed up through an installer and not directly through Hughesnet... What are your case numbers from the recent calls? Sara or another CSR will look into things this week if they get a chance and try to straighten things out.
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Joerg Hulha

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The case number in June '12 was 31567762
The case numbers now (from yesterday) are 32975157 and 32974720 and 32975296
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Snow

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Hi Joerg, you should have received an separate Hughesnet email regarding this issue from management. We will use the case numbers you provided to review recorded sales call. Snow
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Aurora-Mystic

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Joerg - Same exact promise happened to us over the phone, "Free and automatic upgrade to Gen4 when it was launched, but install 9000 until then". Our exact order date was 8/14 I believe, and install was 8/18, and of course no follow through since aside from them trying to sell me a Gen4 upgrade! I've asked here several times and never received a reply, so don't get your hopes up too much!

Here is my original thread made about the Gen4 order on the day the new dish was installed, Sara initially was replying to but never got back to us about it all.
http://community.myhughesnet.com/hughesnet/topics/issue_upgrade_gen4_9000_but_have_concerns_sara_please_thanks

On that same exact order (Case 32327496) we already had to request a call review (which was never done) to straighten out the price billed vs the price we agreed upon, but retention straightened out the billing issues for us finally!

I've yet to get a reply about the agreed upon free upgrade to Gen4 during that call, and even our installer said it has to be free since that is what they sold us over the phone, and since it was so close to Gen4 launch. I was asking for his thoughts because I assumed we'd need different hardware or at the very least a re-point, and he said it would have to be free and would be automatically done. That is also exactly what the phone rep (Tiffany) told us too when we placed the order, and I asked her to confirm that several times before agreeing.
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Aurora-Mystic

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Snow, and whomever else may have looked into this for us, thank you!

I was contacted by Stephanie at corporate today, she left a message but I have not called back yet. I assume that she was calling to maybe get that free upgrade to our account as promised. If not, I'm not sure what else she would want to discuss? If that wasn't it let me know Stephanie, we just didn't want to call and waste your time since we decided Gen4 didn't offer a plan we could live with at price vs monthly allowance.

We discussed the pro's and cons after hearing your message, and have decided that due to the slightly higher monthly price, and the lower overall monthly allowance abilities (due to Gen4's current caps and the lack of any free period), we will go ahead stick with 9000 for the time being.

If Gen4 caps are raised in the future we will re-consider, but for now we cannot see paying more for less, with the ability to use that less up much quicker. Due to that we are worried that we would often out of allowance far to early in the month, or end up having to move up to higher priced plans, and neither of those sound good to us.

So, for now we'll stick with the older slower system and it's more flexible allowances. Maybe someday we'll be able to enjoy those Gen4 speeds, but some larger changes to the caps have to be made first for us to be convinced into changing over.

I know if we wait and pass up this possible free upgrade as promised, then we'd for sure have to pay for the upgrade later. With that in mind, our concerns over the needed cap increases, which are necessary for us to choose Gen4, are even more critical and would need to be changed before we'd move over. Those could be higher allowances, or some type of free period offered (even if only 1-2 hours a night, or a 1/2 speed throttled free period would be acceptable), either may make us reconsider now or at a later date.

Thank you again Snow and whomever else passed my complaint along, and thank you Stephanie for reaching out to us!

Keep up the great work gals, and sorry to have taken up your time!
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Snow

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Hi Aurora-Mystic, I’m glad to hear you were contacted so quickly. We’d love for you to upgrade to Gen4 and think you’ll be very happy with the service. With Gen4 you will receive a 3rd more of the anytime bytes so you will actually receive 33% more bandwidth. This in turn makes the service less expensive. Also, the Bonus period is 20% longer, which means it will still be in effect when you get up in the morning. Hope this helps and please feel free to return the agent’s call if you have any questions or concerns. Snow
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Aurora-Mystic

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Yes, I was surprised to be contacted as well Snow, thank you!

I do understand how it's possible to download slightly more during the bonus bytes period with Gen4 vs 9000 base plan, that amount being 2-3GB more @ around 12-13GB on 9000 free time vs. 15GB Gen4 Bonus bytes. But the main concern is what if we used that up in a few weeks without meaning to or had to for some reason in order to get things we wanted or needed. When considering those same downloaded amounts on 9000 in that scenario, they'd be slower, but we could download what we needed without having to worry about being FAP'd for a week or more at a time. With Gen4 if we accidentally downloaded too much, which would now be much easier to do, then we'd be left with a week or possibly more left in the month with unusable internet during the night or day. That is our main concern really, not the overall possible allowance amount, just how it's delivered/allotted/available.

I guess it's mainly the monthly limit when I think about it after hearing myself say that last sentence above. Possibly being FAP'd for a long period instead of a day doesn't sound like a beneficial upgrade point to us at all. And with the speeds available, everyone would have to limit/watch what they do on the net far more than what we already have to do currently.

Thinking about having to do that reminds me of the new Sprint commercial currently on TV about a family arguing over sharing bandwidth during a family meeting in the kitchen. Person who gets the most should be? = Who's... Father most children, most hair, most dental work, most cartilage in left knee.
https://www.youtube.com/watch?v=GD5baNX7Q4c

Thank you again Snow for looking into this for us! We'd love to be able to take advantage of the Gen4 speeds, but the current monthly plans do not sound like an upgrade or ideal to us at all when we consider what happens if we run out weeks in advance.
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Aurora-Mystic

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Thanks Joerg, I assume that is what they reached out to us to setup as well. Very nice of them finally!!

But in the end, after we discussed it again, we did not feel it was an acceptable upgrade. We actually decided it would be a downgrade from our current setup, so we decided to pass for now.
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Snow

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Comment reposted omitting names.

Joerg Hulha 2 days ago October 17, 2012 15:13

Hi Aurora, our problem was solved shortly after posting here and on "HughesNet Gen4 Buyer Beware". As a matter of fact we were helped by a HughesNet representative. We were upgraded 'free of charge' - as promised.
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Susan Bailey

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I've been a customer since 2009 (in rural Missouri, it is our only higher speed internet option, even cell phone service is sketchy). I can say that I am paying the same price for Gen4 as I was for HN9000. The speed is much faster. So, while I may not benefit from the amount of download, I will benefit from the higher speeds...for now...
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Kathy Osborn

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I cancelled my upgrade as no one gets a straight answer on prices and after reading on the problems and concerns it is not worth another 2 yr contract. I will stay with my 9000 plan and slows, then go into another contract. Hopefully the electric company will have hi speed up in running within that time period.
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Sara for Hughes

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Good morning Kathy, I apologize for the delay to respond. If you could post your latest case number we'll give you a call to discuss all the details of your Gen4 service plans and the specific costs associated with them. I look forward to hearing from you.
Thank you, Sara
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Patty Vaughan

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What about those of us that have been with you for years and own our equipment? I don't want to agree to another 2 years with your service or pay for an upgrade that I am unsure of working. Do you buy back the product that you already "guaranteed" would work? This last "upgrade" to the 9000 has been nothing but TROUBLE for me this past year. Every few months something is wrong with my service. If it worked then it would be fine, but it is really irritating when it is not right. I hate calling in because I can not understand what the rep is saying most of the time....and it takes so very long for them to try to help....which most of the time doesn't do any good. When on the phone you can tell that their responses are 'canned' because when you ask them a question it get your reps off beat/confused. If you try to explain what is happening ...they interrupt then repeat what you say...and go on to the next question... without answering or having a good answer. I am just really tired of not having service when I need it for my work.
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Will you buy my old equipment?
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Larry Kelly

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What is the costs to upgrade to GEN4 and OWN, not lease the equipment?
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iinstalldatacable

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Hughes is still supposed to be working on a purchase plan.
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Larry Kelly

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Thanks. That explains why I couldn't find anything. I'm content to wait as the regular Hughes service meets my needs. I'm a long term user given my isolated location, and leasing the equipment at ten bucks a month wouldn't be my choice. I'd also like to be able trade-in or sell my existing modem and dish electronics.

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