• Report: #292744

Complaint Review: Hughes Network Systems

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  • Submitted: Tue, December 18, 2007
  • Updated: Thu, February 05, 2009

  • Reported By:maple park Illinois
Hughes Network Systems
11717 Exploration Lane Germantown, Maryland U.S.A.

HughesNet - Hughes Network Systems - DirecWay Total Scam, False Advertising, Does Not Honor Warrantees, Terrible Customer Service, DO NOT USE! Germantown Maryland

*Consumer Comment: Me too

*Author of original report: suggestion for those of you that live in "bufu" like me.

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"So you think broadband is out of reach just because of where you live?"
"Well say hello to HughesNet High Speed Internet."

HAHAHAHA- what a freakin joke! The installers damaged my house (thankfully its a rental) and refused to repair it. The system quit after a couple weeks. They sent out an installer after whining for several days. The installer said they put the wrong power supply in and it burned up. They replaced it, but they also said the transmitter was damaged on my dish and they would be back with a new one. NEVER HAPPENED.

Then a couple weeks went by and we started having REALLY SLOW and INCONSISTENT speeds. 20 kbps (YEAH THATS LESS THAN DIALUP) to 400 kbps with ping (latency) times above 2000ms. , constant errors where pages wont load.

We called again. In fact we called over 50 times. 99% percent of those calls lasted over 2 hours of being transferred around India. HughesNet customer service, kept promising they would send out an installer. NEVER HAPPENED. Once a customer service rep told us that our hopes were too high and that we should just cancel. I would've if it weren't for that damn contract.

I did get one contractor to come look at my system. He said that the transmitter was fine, and that he shouldnt tell me this but its not my equipment that is the problem, it is HughesNet's satelite are over-burdened and out of date. And the one we were supposed to be locked onto fell out of orbit. He re-pointed my dish at the only other satelite that we can use from our location (according to him). So at least we were getting the same crappy service for a while longer.

And we dealt with it. I had to get a Sprint Mobile Broadband Card ($60/month) just to cover all the down times with HughesNet ($60/month).

The best part of the HughesNet scam is their fair access plan (which you dont find out about til you get penalized by it.

"Fair Access Policy
To ensure fair Internet access for all HughesNet subscribers, HUGHES maintains a Fair Access Policy (FAP). This policy establishes an equitable balance in Internet access for HughesNet subscribers. Hughes assigns a download threshold to each service plan that limits the amount of data that may be downloaded during a typical day. A small percentage of subscribers who exceed this limit will experience a temporary reduction of speed.

Explanation:
The Fair Access Policy is straightforward. Based on an analysis of customer usage data, Hughes has established a download threshold for each of the HughesNet service plans that is well above the typical usage rates. Subscribers who exceed that threshold will experience reduced download speeds for approximately 24 hours.

During this recovery period, the HughesNet service may still be used, but speeds will be slower. Web browsing, for example, will be significantly slower than subscribers normal browsing experience. Subscribers will return to normal download speeds after the recovery period as long as they minimize their bandwidth-intensive activities. If they continue these activities during this recovery period, reduced download speeds may continue beyond 24 hours."

Translation if you somehow manage to download AND/OR upload more than a few small files through your "broadband high-speed provider" THEY PENALIZE YOU! WTF? HOW IS THIS LEGAL?



Now my contract is over. Im still getting a lot of downtime. Tons of errors. my download speeds are currently between 70kbps down/ 18 kbps up and 400kbps down/ 200 kbps up with ping (latency) times in excess of 2000milliseconds.

SO WHY DONT I CANCEL?

I CANT. I have been trying. I keep getting transferred around and hung up on. I have been calling for a few weeks. I spend on average 2 hours per call 3 times a week trying to get them to cancel. They dont listen. I dont think they understand English (they are in India).

Seriously if anybody knows how to deal with these people I could use some help. They need a class action lawsuit filed against them.

Im sure I left out a lot of complaints, but you get the idea.

PissedOffAtHughesNet
maple park, Illinois
U.S.A.

This report was posted on Ripoff Report on 12/18/2007 08:56 PM and is a permanent record located here: http://www.ripoffreport.com/r/Hughes-Network-Systems/Germantown-Maryland-20876/HughesNet-Hughes-Network-Systems-DirecWay-Total-Scam-False-Advertising-Does-Not-Hono-292744. 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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Updates & Rebuttals

#1 Consumer Comment

Me too

AUTHOR: Timelord - (U.S.A.)

This is now about over a year after this original comment. I've had HSN for years and years, but over the last year or two, their service hit the crapper. SLOW is not the word for it. Frustrating, worthless. And yes, I too have the wonderful Sprint modem USB "card" for a backup? Not really a backup. The only reason I haven't gotten rid of HSN, is that, as far as i know, I can't network off of the sprint modem.

Finally, I wrote a fax to HQ in Germantown, MD telling them that I'm prepared to take legal action against their non-performance of service and that I will NOT speak to anyone in India.

So, a few days later, I get a call from a young woman from their head office - she says "like well, I don't know why you get, like slow speeds," but she suggested taht they'll upgrade me to the newest modem for free, with a new dish.

The fellow is coming in this week to do this - if the speeds don't significantly improve, I'm done with them. Period. Problem is, where I live there is NO DSL, there is NO FIOS, and there is NO cable internet.
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#2 Author of original report

suggestion for those of you that live in "bufu" like me.

AUTHOR: Pissedoffathughesnet - (U.S.A.)

I now use a Sprint Mobile Broadband modem. It plugs into the USB port of your computer. It works well if you have good Sprint Cell coverage. I know other cell phone providers have similar products. I get consistant download speeds of between 600-1500 kbps and upload speeds of 200-600 kbps. Ping time (latency) is almost always less than 250ms which is super low compared to HughesNet. There is no (un)Fair Access Plan. And although it is a royal pain in the ass to do, if you set up one computer with the modem, as a server you can run a network so multiple computers are using the same modem and it can handle it, although there is a noticeable decrease in download speeds if there is more than one computer doing heavy downloads.

Sprint does occasional f. up. and their customer service is difficult and time-consuming they actually will bend over backwards to keep you. They have given me at least $500 in credits in the past 12 months, between my 2 cell lines and my beloved modem line.

I wish HughesNet could give me anything back. GRRRR!!!
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