- Report: #504728
Report - Rebuttal - Arbitrate
Complaint Review: Hughes Network Systems, HughesNet, Direcway
Hughes Network Systems, HughesNet, Direcwayhttp://hughesnet.com/ Internet United States of America
Hughes Network Systems, HughesNet, Direcway Hughes Network Systems, LLC. HughesNet = Snooze.net: Overpriced and Underdelivers and Robs You When You Cancel Internet, Internet
*Consumer Comment: Don't pay it!
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Then in August, 2009 the service got considerably worse. It was just barely functioning. I called technical support again and was "elevated" after about 4 calls to their "advanced technical support, level 4". During this time I noticed that I could no longer download or upload files. The file would begin and inevitably stop before completion. HughesNet had no explanation for this.
In spite of having an open level 4 advanced technical support case, service did not improve. I was told that they were upgrading their system and as soon as they got around to upgrading my account, they thought it would improve. It did not improve.
During this entire time, from August to October, I am still being charged for 200MB bandwidth daily, but not being able to use that, so basically, I'm being charged for something that they are not delivering.
Finally, I signed up for Earthlink dial-up service. I could not believe it. I was actually getting much faster Internet access on dial-up than on HughesNet and I could now upload and download files.
I called HughesNet to cancel the service. It was a real fiasco. The first time after being switched to two persons and having to repeat the same information over again, I was disconnected.
I called back and the same process started all over. I had to give all the information to person #1, who then switched me to person #2 who asked me to repeat all the same information. They kept asking me why I wanted to cancel. I kept repeating that I had given them 2 months to provide adequate service and they had not accomplished that, so I switched providers. They kept asking what the problem was, trying to corral me once again into their technical support loop that never fixes anything. I repeated that I wanted to cancel the service.
Then I'm informed that they will be charging me $300 cancellation fee, after not providing the service that I had been paying for for the last 2 months. My initial year contract was up, but they are still charging me a $300 cancellation fee.
In addition to poor customer service, extremely slow Internet access, throttling of downloads and uploads, I now have to pay to get rid of these people.
This report was posted on Ripoff Report on 10/05/2009 04:42 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hughes-Network-Systems-HughesNet-Direcway/internet/Hughes-Network-Systems-HughesNet-Direcway-Hughes-Network-Systems-LLC-HughesNet-Snooz-504728. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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