We were very happy directv customers never a problem with service. We only lost transmission in the most severe weather. When we saw the advertisment for direcway sattelite internet we thought it would be a viable solution to slow dialups and tieing up the phone line. Boy were we wrong
We had it installed in june and have had trouble from day one. We spent a boat load of money on their equipment which they mounted on our roof and connected to a brand new computer. After the first 2 days we were unable to get online. We called the tech support line which is outsourced and although they try are very hard to understand. They would tell you to power cycle your modem and do various other operations until it eventually came back.
Our calls to hughes net were often and numerous over the course of the next year or so. We were told it was the weather, one person told us the system has trouble when it is sunny, another said it had trouble when it was cloudy. We were told it was our new computer, we were told it was the ethernet cable, we were told it was the modem, we were told we needed a new network card. They blamed it on everything and everyone except themselves.
On all of our phonecalls we would advise whomever we were talking to that in the system control center it said our system was degraded and the web accelaration was inoperable, not inactive inoperable. Noone seemed interested in this they were to busy laying blame.
My husband and i are both disabled and i work from home on the computer and we need a reliable internet connection. I lost money due to the numerous times our system was down. Our estimate is it was down about half the time and you never knew when.
We finally after many months got referred for a service call and were told they would be here within 48 hours. After 72 hours we called to see what was going on. We were then told it would be 3-5 days. The repair man showed up and he was very knowledgable and i learned some interesting things. He told us that hughes net has had a problem with intermittant transmitters! That hughes net has known about this problem for almost 2 years!!! They have replaced many many transmitters!!! Transmitters cost $200 and $125 for the service call if you are out of warranty!!! There is no warranty on the new transmitter!!! They may last 3 days 3 weeks 3 months or 3 years!!! There is no way of knowing!!!
I think that hughes has told there techs to fiddle around with people until the transmitter kicks back in, that way people think everything is fixed. They try to string you along until you are out of warranty so they do not have to pay for all these transmitters.
When we called the billing people we were told there was nothing they could do about it. We asked for the phone number for the corporate offices and were told it was confidential information and they could not tell us. Thank god for anywho.com
We talked to a person named russ e at this office and let him know how upset we were with the situation. We asked him for a credit and were strung along for another week. He finally got back to us, conveniently the day after they charged our credit card, and offered us 3 free months of service. We thought we should get at least 6 months since the system was down half of the time not to mention the money we lost because of having no computer access. When my husband tried to explain to him that he was 65 years old and disabled and expected better treatment he was told to" knock it off with that s@#, i'm tired of hearing it"
This is a terrible company. The product does not work as promised. They knew about the problem with their equipment and did nothing to correct it. People are charged $600 for equipment and install and another $60 a month for service. If you want to quit service you are stuck with a huge sattelite dish mounted to your roof that is useless.
If you are having problems check your transmission info at system control center if you are losing more than 10% of your packets you are having trouble with an intermittant transmitter and it needs to be replaced.
I wonder if there is a class action suit on this issue. If not there should be!!!
Charles
charter oak, Iowa
U.S.A.
0 comments