Archived and Closed
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1) When our satellite was first installed, we were charged $80 directly from the install tech who came out because he said our installation was nonstandard because he needed to put a pole in. He initially claimed it would cost $60, then said he would need to use an extra bag of concrete and more wire to reach the house properly, which would be an extra $20.
I discovered after reading the paperwork that our installation was actually a standard installation (confirmed by a HughesNet rep over the phone). The tech was supposed to set up a conference call between myself and HughesNet to explain the charges, but that never happened. This was about 2 months ago. Neither HughesNet or the tech has tried to contact me via phone or email to follow up or to explain themselves.
2) Right now our internet is choked due to going over our bandwidth limit (15G). We were initially told that the off-peak hours were midnight until 7am (by the install tech). We called HughesNet about a week later with connectivity issues and were told that the off-peak hours were 2am through 8am (I asked if they meant Pacific time - they said yes; doubtful whether she comprehended what I was asking due to language barrier). We then changed our downloading schedule again to accommodate the new time, only to go over our limit this month. We called HughesNet again and were told that the off-peak hours were in Eastern time (we're in Pacific time - which we've made clear each time we called in), so our real off-peak hours are 11pm through 5am PST.
I do a lot of downloading for software development, so I use a lot of bandwidth at night - being an hour or two off can really use up a lot of our bandwidth cap.
3) Our internet has been extremely slow on a regular basis (average 3.5 Mb/s up, 0.5Mb/s down), which is about half of the down speed of what I would expect from the Gen4 10Mb/s connection. These speeds will fluctuate during the day due any number of factors, including bandwidth congestion, but I NEVER see speeds at around 8.5Mb/s to 9Mb/s even briefly, like I might expect from a 10Mb/s connection.
I've called tech support about this issue a few times and have not been able to get any results after about 7 or 8 calls. Tech support for HughesNet has been horribly painful so far due to poor technical ability, communication skills, and ability to understand and resolve issues. I've been told on three distinct occasions that I would receive a callback and it never happened. I'd like to make it extremely clear how unpleased I am with that service. I don't have a problem with outsourcing a company's tech support or whatever else they want to do, but that doesn't remove their responsibility to provide competent, reliable, and useful tech support. Whoever it is that you're going through now for your tech support is ripping you off and screwing over your customers at the same time.
Sorry for being so verbose - I'm frustrated, what can I say?