Report: #562264

Complaint Review: Hughesnet satelite internet

  • Submitted: Sat, January 30, 2010
  • Updated: Tue, February 02, 2010
  • Reported By: Joshua — Somerville Tennessee United States of America
  • Hughesnet satelite internet

    United States of America

Hughesnet satelite internet / Hughes Networks / Direcway Hughesnet, sometimes fast internet, always on, 10x faster than dailup??? Internet

*Author of original report: RE: NOT A REBUTTAL-JUST A COMMENT


Show customers why they should trust your business over your competitors...

  Hughesnet is ok for people who just want to browse the internet at decent speeds....sometimes. Thats when your connection is actually working. I have to have my equipment checked every 3 months or so and they usually find a problem, which after the warrantee is out can be very expensive, $175 a visit. I really dont think that their faulty equipment should be my problem. 

  I figured after 15 months with the equipment having been worked on, realigned, and parts replaced that it should be in good shape but it wasnt. I have had to call their technical suppoert line constantly, which has only been able to resolve my problem maybe once out of probably 100 times that I reported a problem. Most of the time it required a technician to come to my house and replace a part, usually the radio transmitter on the dish itself.                                                      

  Anyhow worse come to even worse I am having problems again and I call tech support. They have me run speed test which usually work well 90% of the time so they dont see a problem. All of my lights are on on my modem, so then again they see no problem. They have me delete temporary files, check certain settings, and diagnostic codes, yet they still dont see a problem. It gets tiring going over his script read runaround time and time again just to be told that they will call me back withn 48 hours, which they never have done within the 48 hours that I recall. I usually end up calling them back. 

  About the speeds: I have rareky recieved the speeds advertised when I purchased the system except maybe between the hours of 2AM-7AM CST when I am usually in bed. All other times of the day it is hit and miss at whether I will get good speeds or not. After 7PM on weeknights up to 10-11PM is when I get my worst connection speeds, usually about half of what dailup can offer at times.

 I get webpage errors and blank pages that wont load, cant access my email at times, sometimes the latency is so bad that it takes minutes to load websites where it should only take seconds.

Down to the nitty gritty now. They do advertise their FAP on their website under Terms and Conditions. I see a lot of people complain about not being informed that the connection is limited and sujected to this policy. I read and understood the policy completely before purchasing, but what they failed to add in the terms and conditions at the time that I purchased their product was that their server was setup to throttle speeds in the case that it was receiving high traffic. This is what most people find as a problem including myself. 

 Their servers and satelites are overloaded yet they still continue to sell their product which is the reason for most of the latency problems people are experiencing. Why should we have to pay the price for them them overselling their product?

  I pay $64 a month for the regular home plan + antivirus, which I asked them to remove the antivirus charge from my bill multiple times because I discontinued the use of it years ago. Its still there every month even after discussing it with the billing department on more than one occasion.

 I like to play games, and I currently play World of Warcraft on a daily basis. I know that they say specifically that they dont recommend to use their service for gaming, but I pay for it, I can do as I wish as long as I dont exceed their FAP policy. I actually get a decent connection throughout the day when everything is working right considering the expected latecy of a satelite connection isnt too bad as long as the connection is actually working right, but lately I can hardly play a full hour without being diconnected, and sometimes I am disconnected from the game server as soon as I log on.   

 The upload and dowload requirement really arent that high with the game set at minimal settings. 22-24 kbps most of time during regular gameplay and still well below what is supposed to be my minimum bandwidth expectancy even running 25 man dungeons, yet I still have problems continuously with connection and high latency spikes.

 They could atleast try listening to their customers and add some new servers or put a rush on the new satelite they plan on launching in 2012, whichever will actually fix the problem, both if required. Also if they really want to satisfy their customers they might want to start to work on even more servers and satelites as soon as they get those up and going. The way they keep selling the new satelite will be full before it ever gets launched.

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This report was posted on Ripoff Report on 01/30/2010 12:05 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report


AUTHOR: Joshua - (United States of America)

WoW is actually playable on Hughes if it is working correctly, but I must say that the latency make winning at 1vs1 pvp next to impossible. Raids can be a pain sometimes with the lag and all but still playable. I have 2 characters at 80 and one geared for 10 man raids which I have completed quite a few with no problem. I leveled these characters on Hughes doing dungeons and raids.

 I have had problems before but usually only in high traffic times when the isp is packed with the daily crowd doing their buisness and playing their games as well, its somewhat understandable that connections are slower at that time of day so I try to be lienient. Recently at all times of day, at no specific times, even when there should be very little traffic I am having problems even connecting to WoW and my web browsing is even slower that it should be 90% of the time.

 I receive messages in my hourly history ***(with a big red box around it)Triggering Statistics. I have never seen this before now but hughes tech support seems to think it is within standards of normal operation. If I have never experienced this problem before now, playing WoW for nearly 2 years now, then how is it possibly considered normal operation?

 The other diagnosis I recieve in hourly statistics is High Latency Packets***, which I have never seen before now either, but I am told that it is normal for people who play high end online games to recieve that error message as well. It hasnt been normal for me up until now, and its daily, almost hourly! This message is here even when I dont play WoW sometimes! Now, What else do they want to blame it on, besides their constantly degrading service?

 I am not under contract, but I am one of many that have very few choices of internet service. Actually I would like to ask if you lived in a an area where only this and other like options were available and moved before you traded providers, or if you found a better provider such as wireless possibly??? Cable and T1+ phone lines are not available in my area. I guess you can say that I live in the sticks, which I do pretty much. I'm curious as to which provider you are using so I can see if its an option for me.

 I'm in search of a new ISP and have seen a couple good deals on wirless but their FAP Actually consists of a lower bandwith and less MB per month for the cheapest packet. The other costs about what hughes does and is 200MB a day plus overages $0.01 per MB. Wirless just started this recently. I think that for my usage the higher level packet would be best, but I'm more concerned about the bandwith with that as well. It varies bt area as you may know.

 They do offer a 30 day money back guarantee if you are not satisfied though, and even if I have to ship the hardware back, it consists of only a PCI card or USB device, not a complet Satelite dish assembly that would cost a small fortune to ship. Luckily I'm out of the contract period with hughes and the satelite dish is my property, so no cancellation fees, and no equipment charges will apply upon cancellation. There are  no battles to lose or win, just cancel which will be enough of a win for me providing that I find a better ISP in the process.

 Thanks for the comment and the thoughtfulness enough to sympathize with me. I would really like for hughes to fix the problem but it don't seem that they have cared in the past nor will thy care in the near future. I hope that I'm not stuck with them to find out. Thanks again.

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#2 REBUTTAL Owner of company


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

My sympathies.

My friend, WoW is virtually unplayable on Hughes.

Read my nightmare story:

I was told by the original installer that it was "ideal" for WoW, and told by the upgrade installer that he installed systems for kids with XBox, etc.  Now I never tried to hook any of my console games up to the system because it frankly couldn't keep my computer connected adequately.  But I do play WoW, and I can tell you that now that I have real internet I can do all the things I could never do before (fishing)  And raiding is not plagued with constant disconnects and over 1k lag.

Start complaining like I did, you may get some results.  If you aren't much a complainer you will be stuck like others paying for the remainder of a contract for a useless service like I was.

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