Hughes Net
Worst customer service imaginable

Hughes has the worst customer service imaginable. First, when Hughes bought out Direcway, the amount of time and frustration required to get the system switch over was a complete nightmare. You would think that they would do what they need to do, and your account would be functional.instead, customers were provided with a very technical and time consuming process, that was not clear, to make the switch. After going through that I thought I was through the worst.

But now, after having to move my satellite, I was informed that the old modem somehow couldn't be reconfigured. They did offer to provide a modem at no charge. However, it has cost $125.00 so far for the tech people to readjust the signal. That was even acceptable. But somehow, during the move and the customer service calls, the billing information was somehow messed up. I wasn't aware of this at all until I started to get a 'redirected website' from hughes. Everytime I logged on I got a message stating that I would have my internet redirected to Hughes until I paid a past due amount.

Not knowing that the billing info had been messed up, I of course called them to confirm that this wasn't some sort of phishing to get my credit card info. 40 minutes of talking to the customer service folks, being transferred to wrong parties, etc, being told the wrong thing, they finally advised that the past due was the $125.00 for site service plus the next month's bill. No one could ever tell me how the credit card info with incorrect billing address became incorrect.

After finding the invoice myself on hughes net (that's another ordeal - you've always got to have the extra information, no such thing as just logging in) I decided to pay it and get on with the service, even though technically it was incorrect - they billed me for the next month and why I have no idea. Was this close to changing to Wild Blue, but hated to start a new hassle. So, paid the bill - guess what, when signing on to the internet still being redirected. Takes up to 4 hours to have the redirected pages stopped. I found this out only after calling, chatting, etc. Hughes never tells you anything up front. The customer service is all outsourced overseas - apparently the Philippines, so conversing is doubly hard.

To sum it up - if you are thinking of Hughes, use Wild Blue instead. They're customer service is all housed in US (I called to confirm). Otherwise, if there is ever ANY problem, you'll be spending hours of your precious time wasted. I feel that they owe me $ for the time.

Company: Hughes Net
Country: USA
Site: hughesnet.com

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