My story with HughesNet started a year ago when I moved to a location without internet service. I ordered the service knowing the download limit but that was where it ended because I was told I would average 1.2mb of download speed from the 1.5mb package I purchased. When the installer arrived I was told that I would have to have the dish put on a pole because there was no line of site on my house which cost me $150 on the spot. I was very upset because you are not advised this when you order the system. After the 2 hour install he went over the system and told me that you get free download time from 11pm to 7am where you can download as much as you want without going over your FAP.
After using the internet I noticed that I was downloading much slower than what the sales rep advised and that I was going over my 350mb download limit even though I was using the time given to me. I called customer service and spoke to a person that could barely speak English and she informed me that the free time I was given was wrong, it was 12am to 6am. I used HughesNet less for 6 months and was using my cell more because I now had access to 3G hotspot with my phone and could watch videos, I used HughesNet for just normal web surfing.
I have gone back to using HughesNet more but I started having more problems the last four months to the point I am having to call them and file complaints almost every day. I started using their "myHughesNet" to monitor my usage and from day one my download allowance refreshed at 3pm every day. I started noticing the refresh time began to change every few days going from 3pm to 5 pm to 7pm up to where it is now at 10am. I also noticed that I was using mbs during my free time so I sent an email to them asking why this was happening. They answered with "We are sorry you do not understand how the download allowance works" and told me that the allowance was on a 24 hour refresh time and that my free time was 3am to 6 am? That is three times I have had the free time changed so I informed them in another email that fact and also told them that did not explain why my allowance time kept changing because 24 hours is 24 hours and I felt they were trying to get me to go over my FAP and I wanted a copy of all of my usage records.
I was upset so I also ask why I was never told about the extra charge for the pole, why their myHughesNet site would show excellent reception when the internet was down and why they could not get a direct answer to any question I ask. They responded telling me that my records only go back to April I was also told that I was not to listen to the installer because they were not aware of their policies (I would think they should if they are representing their company) and they also told me not to use myHughesNet to download some other program. They still never answered my questions with any explanation by email or phone and by phone all you get is someone you can't understand apologizing over and over, oh and they changed the free time again, now it 1am to 7am. For the last 3 days the internet has been down more than it's up and you can't get through to tech to report it. It's the worst service I have ever had and would not advise anyone to get it because to cancel your service will cost you $400 which has got to be the highest ETF I have ever seen and I can't afford to pay.
0 comments