Hughes Net Technical Support is horrible Germantown Maryland
4 months ago I ordered Hughes Net satellite internet and have had nothing but trouble from the start. Installation took over 10 days. The original installer was 4 hours late and then told me he could not install the dish on the roof. So I installed a metal pole in my yard. I then called to reschedule installation and they wanted to send the original installer which I said NO. So they sent another installer and when he showed he told me that the pole was not necessary and the dish could have been installed on the roof. Initially I thought that the installation went well but come to find out later one of the cables at the dish had a crushed wire. So I was probably running off only 1 cable. And the wire in the second cable was corroded.
The satellite connection seemed to work well the first 2 weeks but after that it was horrible. I would get dropped communication errors. This happened not only trying to access the internet but also getting to my emails. I have satellite TV so I know how the weather will affect signal. Everytime I called tech support the first words out of their mouth is what is the weather like. Their tech support technicians always seemed like they were reading out of a manual. Many times talking to the techs, they would always place me on hold like they were holding another conversation. And after having several calls with tech support the system never did perform any better.
One night I lost signal and could not gain access to the internet. The weather was OK. I reset the modem thinking that would help and didn't. I called Tech Support and spent at least 30 minutes to no avail. Then tech support forwarded me to advance tech support to no avail. I asked for a supervisor and after being on hold for 5 minutes was told the supervisor was not available. After 15 minutes I just gave up and then called back. When I called back the different tech support told me that they had a system failure on their end and was surprised the original tech didn't know this bit of information.
I also had numerous amounts of downtime with no credit to my bill. When I called customer service for credit they said they would do so but in checking my charges, I would never see credit.
As I am unemployed, I was trying to access a restricted website to gain employment. I received errors that the website was not available. I spent 30 minutes with the webmaster of the website I was trying to access to ensure I had the correct settings. I tried to access the website through my desktop and laptop to no avail. So I took my laptop and gained wireless access to another router and gained access right away. I had a backup desktop and could not access the website. So after all of this work, the only problem was with Hughes net. I called Hughes tech support and the tech tried to convince me it was my computer or the website. I was forwarded to advanced tech. I finally convinced the advance tech it was Hughes issue and he finally agreed. The tech placed me on hold and when he returned he said he would turn this issue over to the engineers. I was told the Engineers would get back to me in 2-3 days. After 4 days I heard nothing and called back to Tech support. This issue was never turned over to the engineers.
I called customer service to discuss this issue and they were not aware. The customer service rep said the Hughes system was down and could not access my account. I said I wanted to talk to a supervisor. The rep returned and said the supervisor was not available and would call me back in 2-3 days. I told her it was unacceptable. Then my phone conversation was disconnected. Later I called back to customer service and told them I wanted to discontinue my service. I was told that I had to pay a $400 disconnect fee along with sending back the equipment at my expense. I told by the customer rep that based on their inability to service me with good quality service that I would not pay the $400 disconnect fee.
In the meantime I have ordered and connected to cable internet with no trouble at all. No interrupt in service. Installation was quick and smooth. I do not have trouble accessing any of the websites that I had trouble with Hughes net.
Now I have to figure out how I am going to get Hughes to take back their lousy equipment and discontinue their customer/tech support.
I will probably be filing a report with the local and national better business bureau against Hughes net.
Please do yourself a favor and do not consider Hughes net for you internet needs.
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