We started out with DirecWay about 4 years ago. We travel in an RV from state to state and our dish is installed on a tri-pod. While still at home in Dec. Of the wind blew over our dish. We were unable to get back on line. My husband called Huges.net technical support. They were unable to help us and passed us off to the sales department. They explained to my husband that the DirecWay 7000 was no longer servicable.
Even though it was working a couple of hours ago. They would be willing to GIVE us the new 9000 modem and the Hughes.net dish for free if we would give them a 2 year committment. My husband explained that we travel and that he would have to be able to move the dish from state to state. They said that would not be a problem, and that, that was possible. So, he agreed to changing out to the 9000 modem.
A young man delivered and installed the equipment and explained how to get the dapt (at the cost of $150.00) and how to use and install the new equipment. We left for Tx. The following week with new equipment in hand. Hookedup installed the equipment, foundthesatelite and it tells us we do not have permission to move. Call tech support (I say that rather loosely) no help. My husband in on the phone for several hours. No internet.
We move to Va. Same senario. We have been without internet since Jan and still paying for the service. We finally had to agree to have a installer come and hook us up at our cost. Even though they told us we wouldn't have to pay for hook up the first time they charged us and would not take it off our charge card.
When you ask to speak to a supervisor, manager or anyone above them you are told there isn't any supervisor or managers. When you insist on speaking to someone above them they just hand you off to someone else. Huges.net, in my opinion, technical support team (and we have spoken to many of them) either do not know how to perform their job or they just do not do their job.
We rely on our internet for my husbands job, we have $ lost for work $ paid to Hughes.net since Jan. 2009 for a service that we are unable to get. They also refuse to make any concessions to us and basically told us that if we cancell they will charge us $400.00 for the equipment.
Discusted in Va.
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