Hughes Net
Poor Service

I had so many issues with Direcway/Hughes Net "High Speed" Professional Internet Service that I filed a complaint with my State Attorney General's Office and the finally not only had to fix my system and switch satellites, but they had to refund more than a half year's monthly service charges at $95 per month. My system works now, but dialup is more reliable and generally about the same speed at 44 KBPS for browsing and doing business. Downloads are faster than dialup, but after 200 MB our service goes into FAP mode and is essentially useless for 24 hours. Hughes Customer Support is outsourced to East India, where the "tech" reads from a flowchart and will not deviate, running us through a seemingly endless, repetitive system check, in spite of the fact that we have been through it a half dozen times in every recent call. This after waiting on hold for more than 30 minutes for them to connect with us. These techs are well versed in manners, stating over and over, "I am very sorry for the inconvenience!" When you connect with Hughes you had better be prepaired to spend valuable time on hold and troubleshooting your own system after the Indian support person first asks you the same twenty questions. Once the system is out of warranty, however, Hughes will send techs out right away, because then you will receive a bill for a minimum of $400 per on-site service call. I pray for the local Cable TV or Telephone conmany to finally bring in high speed Internet. They are presently two miles away from our location with both.

Company: Hughes Net
Country: USA
State: West Virginia

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