Report: #821723

Complaint Review: Hughesnet

Submitted: Thu, January 12, 2012
Updated: Thu, January 12, 2012

Reported By: Bruce — Wawina Minnesota United States of America

Hughesnet

11717 Exploration Lane Germantown, Maryland United States of America

Phone: 301-428-5500
Web:
Category: Internet Service Providers

Hughesnet Hughes Network Systems, LLC Hughes.net ,formerly DirecWay, Fair Access Policy + Price Increase = Unhappy Customer Germantown, Maryland

*Consumer Comment: So sorry you have "service" with this company...

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The way Hughesnet handles the download limit is so cryptic so that customers have no way to monitor their download daily limit. Then if you exceed it you have to wait 24 hours before they restore your normal download speed or you can spend $7.50 to restore it immediately. You do not have a set time that your download limit is restored each day as it floats. They are now allowing you to get back unused bandwidth from the previous day but that is meted out a little at a time which makes it even harder to see what is going on. I feel that their techniques is designed to confuse customers and make them have to spend more money for an already expensive service. One other thing. The other day when we had an issue their help desk gave me 3 tokens to use. They say that we receive a free token each month but because I had extra tokens they didn't give me the regular token this month. Again it looks like they are cheating us in another way.

This report was posted on Ripoff Report on 01/12/2012 11:51 AM and is a permanent record located here: http://www.ripoffreport.com/r/Hughesnet/Germantown-Maryland-20876/Hughesnet-Hughes-Network-Systems-LLC-Hughesnet-formerly-DirecWay-Fair-Access-Policy--821723. 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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#1 Consumer Comment

So sorry you have "service" with this company...

AUTHOR: Ken - (USA)

SUBMITTED: Thursday, January 12, 2012

Their "FAP" (Fair Access Policy) is a way for them to slow users down so as not to crash their over-subscribed service. They can then advertise higher speeds, but the "FAP" rapidly limits you and as you noted, you're slowed down for AT LEAST 24 hours. You're pretty much right about the confusing methods they use, it's done with smoke and mirrors.

It MAY be a catch-22 for Hughes Net, as limiting the number of subscribers would improve service but markedly increase costs per subscriber.

Personally, I would rather have dial-up than Hughes Net and sadly, their tech support can do little to nothing to help you. If you have access to any other viable service, consider cancelling as soon as you can without incurring a cancellation fee....Good luck to you.