After reading the complaints, and as a 2 year HughesNet customer, I am wondering why HughesNet outsourcers to a place that will not TRY to solve your customer service problems? I am baffled. I have so many issues over the last two years it would make your head spin. Take 90% of the problems listed here and multiply them from installation to the recent problem.
As my husband travels internationally, and as we are very rural, Internet is important, we use Skype and I also work from home. The first time there was a problem, I called and they said I wasn't allowed to talk to them because I wasn't on the account AND HUNG UP! Oh no you didn't! Yes they did. So on a three way call, I have my husband call and ADD MY NAME to the account... supposedly done. Next time there is a problem (I got FAP-ped and wanted to be released from it), and my husband is in the Turks and Caicos islands... I call and they say I AM NOT ON THE ACCOUNT. OK. So at the cost of about 29.00 I have my husband call Customer Service, TO ADD ME AGAIN, and yes, this is supposedly done. I am TOLD that the download time to avoid the FAP is midnight to three AM. So doing a blackberry download that is large I wait till 2 AM thinking this is a good time, and guess what? I get FAP-ped and cannot finish the download; it says it will finish in 6 days 22 hours. HA! Ok so again I make the call to Customer Service. NOW, understand one small detail, because we are so rural, I have to stand in the field to get cell reception, (no lie), this is why we use skype. So I am in the field, 10:00 at night trying to talk to India and they said that apparently because my husband didn’t talk to the billing department (no one told him to do this) he had only authorized me to talk to them that ONE TIME, he would have had to talk to the BILLING department to have me added so I could speak to them about the account. ARE YOU KIDDING ME? I lost it, over an hour on the cell in the freezing cold in the yard (I had no internet to use skype) and that's it. As my husband is now in Brazil, I cannot call or get a message to him, I am again, out of luck. So the next day I call sales, it seems my only recourse to avoid the FAP and no internet is to upgrade, yes I am giving more money to stop this from happening> Funny now, no problem to talk to me (EVEN IF I AM SUPPOSEDLY NOT ON THE ACCOUNT) if I want to give them more money, but since I don’t have internet and have to talk on the cell in the yard, I have to write down the steps to upgrade, and since I get such bad reception, I lose the call, they won’t call me back... Oh Heaven’s to Betsy this is unbelievable!!!
I have not had this much insanity with a company that I pay almost a hundred dollars a month to, our hard earned money to be hung up on, told I don't exist, and then the best, when I finally spoke with someone stateside, they dissed the India customer service and that really didn't help me AT ALL, I was the one who spent all this time just trying to get internet! I tried really hard, and kept asking if all this was being documented in the case file so a supervisor could understand my problem. They kept stating the policy, verbatim, no care or no thinking outside the box, nothing. I was out of luck. Please someone; come up with an alternative to rural dial up. Please someone start a company so we don't have to be pulled by the short hairs and settle with incompetent service, slow Internet and inflated prices.
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