HughesNet Customer Service

  • Problem
  • Updated 2 years ago
  • Solved
I'm having a couple of issues:

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?
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Patrick DeLine

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  • frustrated

Posted 2 years ago

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Patrick DeLine

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Also, almost every time I call in, the phones are busy and they direct me to call back later. Waiting for a rep usually takes about 15 minutes. Not impressive.
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iinstalldatacable

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I waited for 30 minutes
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Patrick DeLine

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See? The point is that the problem is endemic - it's not just an outlier scenario.
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Charles Scott, Champion

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Patrick, I suggest sitting down, eat some turkey and wait till next week, it's the holidays no one is really around. But, can you post a case number so they can look into this when they get back from holidays? Would speed things up just a tad bit.

Also, the download zone for Gen4 will be in your timezone, but, right now, it seems to still be Eastern Standard.
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Patrick DeLine

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These problems have been happening for the past two months - not just the past few days, so the holidays are no excuse. Besides that, their technical support is located in India and they don't celebrate Thanksgiving (obviously).

I appreciate the sentiment, C0rr0sive, but let's be frank; I pay HughesNet $90 per month for 10Mb/s internet service WITH support. Not only is the service unreliable, but the support is too, so I'd prefer to reserve the right to be upset. I pay my bill on time because that's my responsibilities per our contract - I'm simply asking that HughesNet fulfill their end to my satisfaction. Unfortunately that doesn't happen these days unless you give them a bad public review. Then all of a sudden they care - up until now they were fine taking my money and ignoring my complaints because I don't have a choice of ISPs. That's how a free market economy works, unfortunately.
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Charles Scott, Champion

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Patrick, you missed my point, this website is an american based operation, so you wont get any attention here till they come back in. With that said, where is the case number from when you called in so they can look it up with out having to go through hoops just to find out your info?
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RudyBob Brach

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I called today and got right thru. Same useless people on the other end though. I feel bad for them having to work holidays. Maybe they should join SEIU
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grohgreg

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US-based? or still out-sourced? The Gen4 FAQ suggests US-based tech support, but early adopter reports seem to contradict that.

//greg//
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Patrick DeLine

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The tech support is definitely based out of the Indian time zone. I know for a fact that I called during the evening and it was almost 6am there - I was the last call for the guy before he went home.

That said, I want to make it clear that my problem is not that the tech support is based out of India - I'm a software engineer and I work with lots of amazing people from India. My problem is that the people they're hiring there are not capable of handling the support for my satellite internet service.

P.S. I would prefer that the tech support people not have to tell me that their name is something "US friendly". Having HughesNet force them to tell me that their name is John instead of Dinesh doesn't make me any happier as a customer - it's just degrading for their contract employees.
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socomfy

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it's becoming increasingly apparent that the good people in India are working for a dysfunctional company. HN is very adept at deleting comments not-to-their-liking, but takes TOO LONG (forever?) to fix technical problems.
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Gwalk

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Before a problem can be "fixed" it has to be, in some manner acknowledged.
This post won't remain long..but if you will look at the trends in the posts problems like DNS look up errors, web acceleration errors and a few more just never happen.

At some point when call volumes of a certain type reaches some point a responsible company will take some kind of action.
At Hughesnet however if you "bark" your posts will get removed, "closed", "answered".
The same problem will be posted by yet another Hughesnet customer....and on it goes.

The hype that preceded the launch of Gen4 was awsome... and we can understand startup issues with a new system however.....

Gen4 has it's unique problems plus ALL the remaining issues the Hughesnet never addressed.

Note to Sara:
I know you will have to remove this post as it doesn't spout the Company Line, it is however the the truth as I see it.
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iinstalldatacable

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There doesn't seem to be anyone from hughes responding today, must still be off due to the holiday
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Sara for Hughes, Official Rep

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Patrick, I'm sorry for the very late response. I pulled up your account using your name (thank you for having it added to the account) and see that as of Saturday you are still trying to address your concerns - I'm sorry this has taken so long. Please expect another call from us soon. We'll reconnect with you to fully address your concerns. Again, I'm sorry for the delayed reply. Thank you, Sara
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Patrick DeLine

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Okay, so I finally got a call from HughesNet yesterday from a tech support person. I would have been thrilled, except for the fact that the person who called wasn't actually in a position to DO anything about the problems I've been having. He said that he was making a follow-up call and asked if my problems had been resolved yet. I said no and listed the problems I've had recently. He said that I would need to talk to the Pre-Install department about the install dude's theft. I spoke to them already months ago and they told me that once the install is complete, there's nothing their department can do about it. I was, in turn, directed to contact the tech support department.

Here's the thing. Having someone call me back finally is great, but really - what's the point of having a customer service rep call me when they are a part of a department that apparently can't do anything about my issues, nor do they know where to direct me? The guy was nice enough, but, to be totally frank, it just made me all the more angry with HughesNet.

It seems like the venue where things are actually taken care of are here, on this forum, so here's a bright idea: have one of THOSE people call me. You know - so HughesNet doesn't continue to waste my life by having me work up the chain every time.

FYI: I got a claim number from the last call - since I lost the original, I'll list the new one here:

Claim #33846731

P.S. I used to work in customer service - the fact that I need to talk through every issue every time I call is just ridiculous. If you're going to call me about this stuff, at least read the damned notes on the claim before talking to me. Making me wait on hold while they THEN decide it's important enough to read the notes is terrible customer service.
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diablo

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P.S. I used to work in customer service - the fact that I need to talk through every issue every time I call is just ridiculous. If you're going to call me about this stuff, at least read the damned notes on the claim before talking to me. Making me wait on hold while they THEN decide it's important enough to read the notes is terrible customer service.
-Said by Patrick DeLine

Good point and good idea, i will keep this in my reference in case this ever occurs to me.
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Patrick DeLine

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Also I would like to point out that the title of this post has been changed.

The new title is simply:

"HughesNet Customer Service"

when the old one was:

"HughesNet Customer Service = worst I've encountered - including AT&T and Comcast..."

Now, I understand if they have an issue with the long original title, but whoever changed it either:
1) Doesn't understand that editing a post to change the meaning is deceitful and is usually against the Terms of Service of the forum.
or
2) Does understand that and they just did it intentionally.

Either way - that's obnoxious. Since it's clear that other customers feel like they're being muzzled, I figured that I'll point out every instance where HughesNet does that on this thread.

P.S. HughesNet customer service - feel free to change the title to something descriptive. I dunno - maybe like:

"HughesNet Customer Service - COMPLAINTS"
or
"Poor HughesNet Customer Service"
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Ricky

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I have noticed the same thing, post or titles edited to be in a favorable light to HughesNet. I have had many post removed. Many for reasons I could not figure out. If the poster says something negative about HughesNet many times it is removed. These comments here I would imagine will be removed. Also I have never heard from anyone on the appeals process. Much less won any dispute about my post being removed.
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Patrick DeLine

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That's a damned shame - I contested the title change, but we'll see if anything happens.

It's interesting because there was a post removed from this thread, but it was removed because it included a hyperlink (a common forum faux pas). That kind of forum management is smart and makes sense.

Conversely, changing my post title actually changed the meaning of the title entirely. It went from being a statement of "I have a large problem with HughesNet Customer Service" to "I have something to say about HughesNet Customer Service". Very big difference.
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Sara for Hughes, Official Rep

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Ricky and Patrick, we have the capability to edit titles (not your text) in order to better archive these threads. Thanks
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Patrick DeLine

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Sara, my concern is not that the title was edited - it's that it was edited intentionally to change the meaning of the title. That's not cool and there's no excuse for that. Changing the title because I put an equals sign in there would have been fine, but that's not what happened. Please don't insult my intelligence by telling me that it was only for archival. If so, why wasn't there a comment on the edit saying why it was edited. It's either very sloppy or very disingenuous editing. If you can explain why the title could not have been changed to "HughesNet Customer Service Complaints" for archival reasons, I'll back off. Otherwise, please don't patronize me. :)
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Sara for Hughes, Official Rep

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:) Never meant to patronize... I'm sorry if it came off that way. We're just trying to get to the bottom of your concerns and address them.
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Patrick DeLine

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Update:

A HughesNet rep (Stephanie) called me a few minutes ago and credited my account for the $80 installation fee. Honestly - I hope HughesNet goes after the install tech for the cash - I'm not sure I like the idea of him getting away with that crap.

Stephanie is looking into the other issues and seems very capable (and she gave me a direct line). Too bad HughesNet employs the useful customer service reps for damage control instead of just providing good service.

I'm still angry with HughesNet, but Stephanie is on my good list. :) Kudos Stephanie.
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Sara for Hughes, Official Rep

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Good to hear Patrick....we want to take care of your concerns first and then of course we will reevaluate the process that was used to make sure this doesn't happen again.

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