Complaint / Review
Hughes Network Systems, LLC
HughesNet Very slow speed, charged equip & activation fees when promised not to, horrible service from very untrained, unprofessional reps

First, no one and none of their materials informed us that their service shuts down after a certain amount of data transfer. Theyre best plan allows for only 450 mb so to play a couple of short videos, youve maxed out your service for that 24 hour period. Talked with 4 people: the sales guy, whom I asked specifically asked twice to explain the differences between the 3 plans, the installer, Ron, and the tech person at 866.774.6580, and Tony, another tech support person.

After installation all we get for support is a postcard with no phone number help yourself via the internet.

We couldnt connect via Skype without static and echo and breaking up and shutting down. And generally, their highest speed service, the Power 200 is slow

Second, the ad I responded to said Free Standard Installation and no upfront equipment costs! However, theres a $511.22 charge on my credit card WHICH I DID NOT AUTHORIZE. My credit card company said, yes, I see theres a charge yet it didnt come through on your card.

Finally, Ive talked with 7 different reps and all but one know very little, obviously follow sripts, and explain things in terms customers dont understand or care about. I could hardly get them to cancel the service, though their materials all say cancel free within 30 days.

They kept telling me, Youre under a purchase program. That means Im charged $199.99 for equipment purchase plus an activation fee of $199.99! No one had ever said this. The only way to get it refunded is I have to call the dealer who installed it, hes the one responsible, so I need to file a complaint, ask them to send them a fax or letter (to whom he didnt say), then I have to request a call review so they can listen to the call when I ordered my service.

I asked to be transferred to a supervisor. Waited 18 mins.

Spvr said I am on a purchase plan instead of a lease plan. I said no one ever said that. She said it might be the Recovery Act program where the govt only allows a minimum number of zip codes. (Huh?) She transferred me to point of sales department to check what was disclosed to me in the first conversation. Needless to say, no resolution yet.