Why HughesNet?

I have been a Computer/Networking professional for over 20 years. In 2003 I moved to a rural area. Technology has always been a big part of my life. So before I purchased my home I called BellSouth (now AT&T) and Charter (local cable) to see if high speed Internet was available at the house I was thinking about purchasing. Both companies said service was not available at this time but, AT&T said that service would be available within 6 months if not sooner. That was a lie and it should have been obvious to me but I was excited about buying a beautiful new home on 4 acres of land and I guess I didn’t give it as much thought as I should have. Well here it is 6 years later and still no DSL from the liars at AT&T. I lived with dial-up for 2 years and decided enough was enough and started trying to find another alternative. Having lived in San Diego and being an early adopter of new technology, I had high speed Internet service at my home since 1996 and really missed it. After a lot of research my only options were dial-up, satellite (HughesNet) or a T-1. Dial-up was too slow, satellite (HughesNet) had bad and good reviews and the T-1 was just too expensive.

So I decided to give HugesNet, then called Direcway, a try. At that time Direcway had a special deal of $100 rebate off the equipment and install fees. I should have known from the beginning that this was going to be a bad deal when the installer said “I can’t put the dish on your roof” (I have a DirecTV dish up there and it’s fine), but “I can install it on a poll that I will provide for an extra $200″. The installer said he wouldn’t be able to complete the install without it of course. Oh and I never got my $100 rebate either. I sent in the form and waited, the original salesperson said it would be deducted from my future monthly charges, after 3 months and no deductions I called customer service and they claimed they never received the form and the rebate was no longer valid. I could go on for probably another 5 pages worth of bad customer service issues I’ve had in the past 3 years, but i’ll stop here and you can draw your own conclusions.

    • Chocolate Slimm
    • August 29th, 2011

    Oh boy were do I start. Moved to a new address about six miles from my old address and was told I couldn’t recieve DSL what a bummer. I had a choice of dial up or satellite internet so I goes with Hughes Net because I seen the commercial and how fast it supposedly was. Welp everything was a lie they even went as far to tell me that I would be able to use my att dls box. They have the audacity to charge you 179 upfront and 79 a month for two years for some crappy slow service I think I would have did better with dial up luckily I am still in my 30 day trial period I will be calling them and telling them they can come get thier equipment and give my money back. I was only paying 45 a month for dsl and it was way faster. What is this thing about limited download that is a bunch of croc I really need to get on att’s butt and get sum DSL service out my way this is not gonna cut it.

    • Theresa
    • February 9th, 2011

    I know this is old but had to add. I called Hughesnet in 2010 asking about gaming since I play World of Warcraft and a few others. I was told “OUR SERVICE IS FOR BROWSING AND EMAIL ONLY” at that point I said this is 2010 what about facebook, myspace, youtube, hulu etc… they told me… ” IT IS NOT RECOMMENDED NOR SUPPORTED” What a backwards out of date load of crap company. It is now 2011 and they are performing like it is 1999. Three videos and your usuage is up and your down to half speed, so dont even think of Hulu or those cool FB links you get.

    I am slowly switching over since my cell phone company I pay for unlimited 3G data. One more computer to go. I recently updated Hughes net also to the business and what did it do??? For twice the price you can go twice as slow on games.

    Huhgesnet will get you 800 – 2300 latency on your games on good days and 14k on up on bad. By the way Hughesnet… we need 200 – 600 to play properly. When my contract is up and if my cell company still has unlimited data good bye hughes net… their commericals are full of lies and they get away with it. You can NOT watch videos unless you stay up from 2 – 7 freaking a.m. like those of us with jobs and life can do that.

    • candace mcguire
    • February 8th, 2011

    when we moved from the city to the country a couple of years ago, i was not aware of the problems facing me with internet service…we have only two choices that is dial up and satteilite…i have had hughesnet for a little over a year and it has been constant problems..when we ordered it i asked about gaming…my sons play wow and i play online games and they said at first we would have plenty of bandwidth with the $50 plan… first day we went over bandwidth, so i paid and paid and paid for restore tokens…when i asked them they said to try the $70 plan…same problems..now we have the elite…500mb bandwidth…and every day we exceed the fap…i think its a way to charge people extra…and make them more money…what happens to the days we do not use any bandwidth?? we do not get credited for that…we cant load games properly or get bumped off and have to reload and use more bandwidth..i also changed my credit card for my billing…still being billed to the old card…this company is running by their own rules and is sucking everyones bank accounts dry…because they know we need service…this is not american…duh…they are all from overseas…why do they care???

    • Art
    • September 29th, 2009

    I got a HughesNet ProPlus service plan and initially i ran a daily speed test that averaged around 1560-1875 kbps now I’m lucky to see averages of 175-215 kbps and no matter how far up the “customer service” ladder I go with tech support, everything is “working fine!” I’m about to drop the service!!!!!!!!!!!!!!!!!!!!!!!

      • Administrator
      • September 29th, 2009

      If you have any other choice for service then drop them!

  1. If you ask me HughesNet sucks. All of my friends had xbox live and begged me to get it and pressured me so i ended up getting hughesNet. I couldn’t get anything but dial up or sattellite internet so i got hughesnet. A road that is about a mile up the street gets it though….So the people come out and the service was horrible. It took them 2 days to put the sattellite up and another to hook everything up! Finally it works i go on xbox live and the first thing I hear is. Oh my god this guy is so laggy his connection is so bad. and when i try to play other games its so bad i can’t even join a game or play first person shooters. Even when we just get online after like a month of having it it started going slow as crap. The Internet Browser can’t even load the webpage and says error it gos so slow. I’m stuck with it for 2 years and i hope they burn in hell for it. The people lied and told us pacifically onliine gaming would work! I hate HughesNet and honestly would advise staying with dial-up which goes faster than HughesNet sometimes! If you plan on online gaming with it then cancel your plans and keep waiting for cable or dsl. Other wise i advise you to stay with dial-up since it’s way cheaper. 70 freakin dollars a month jesus christ what a rip!

      • Administrator
      • September 22nd, 2009

      I know what you mean. I like to play online games as well and with HugesNet it’s almost impossible. I do play WoW but only in offpeak hours and most times I’m really laggy as well.

    • Matthew
    • August 26th, 2009

    I a having a real tough time with hugesnet myself. I live off the grid and sat net is my only option. I am alos an online gamer who plays World of Warcraft. Now normally I run around 850ms-1300ms, I know thats high for online gaming but I live with it. Last three weeks it seems my connection has been throttled. I will have those normal speeds of 1000ms-1200ms but as soon as combat starts in a 25man raid I get disconnected instantly from the server but my voip stays fine and can use the net fine. I re-connect to get booted again. As soon as the combat is over I can stay connected again. This only happens during peak times also, and standard answer from Hughes is “We do not support online gaming”. I don’t know what to do as this is my only pass time in the middle of nowhere. ?shakes fist as hughesnet

      • Administrator
      • August 27th, 2009

      Matthew,

      I also play WoW and have experienced the same problems you have. In fact I find I can only really play anymore after midnight. It wasn’t this bad until the last 3 weeks or so. I too live in the middle of nowhere and enjoyed playing, but not so much anymore thanks to HughesNet.

        • Zeb
        • October 14th, 2009

        I am having the exact same problem, I’ve played wow over hughes for almost 3 years now and in the past few weeks it’s been exceptionally laggy, I’m here today because I can’t even get on at all. I log on and a few seconds after get disconnected, I thought it might be because of increased server traffic or that my toons are in a high population area so I logged on to a low population server and made a new toon and it does the same thing, I get on run about 10 feet and bam, disconnected. almost as if it’s happening intentionally. I tried interfacing with the modem to see if there was an issue and under the detailed diagnostics statistics I see that flow control is in effect, even tho I’m not on fap. so I’m a little suspicious of what’s going on here.

          • Administrator
          • October 19th, 2009

          I have no idea why, but it happened to me at about 3 years on HughesNet. Another customer told me that HughesNet has a priority queue that our modems are placed in, and when you’ve been a customer as long as we have they figure it’s only because we can’t get any other broadband. So they throttle us and do whatever they want to us because we have no other alternative.

    • Liz
    • August 25th, 2009

    I’ve had TWO Hughesnet Accounts in six months, BOTH of them turned out to be disasters. The First was plagued with billing and service errors to start with. They billed my credit card 503.86 on my first bill because they said I put in an order for a “purchase”. WRONG! The order simply stated lease. I had to send them the original order to prove it.

    A month later, they got it 1/2 right, but it was a continual battle with billing. I eventually had to change credit card #’s to get them to stop billing me. For the first 30 days, the service was as good as expected. I was on the HOME plan, which provide “UP TO” 1mbps of service. During the first 30 days, you are in a “customer satisfaction stage”, where you can cancel without penalty, return the equipment at your expense, and not be obligated any longer. Your fee’s you have paid so far are NOT REFUNDABLE (other than disputing it through your credit card company). After your 30 days, and after your SECOND invoice generates, WHAMMY! you are at their mercy.

    Their famous excuse after that is “SPEEDS ARE NOT GUARANTEED”. If you have to call tech support, its an endless cycle of running speed tests, and talking to someone in India. Billing support is in the Phillipines. With so many issues on this account, and after writing the Better Business Bureau of Maryland, my account was handed over to the corporate office (Executive Customer Care).

    I give those people credit, they did TRY to help me with the issues, but given that the NOCC (network operations) was directly controlling speeds at that time thru throttling and flow control, ECC and myself that this battle should end (it was stated by tech support.. “your system is running fine. There is nothing else we can do…If you are not happy with the service, either “accept it with its Flaws” or cancel it. WHAT??? They admit their service is flawed? Cancelled it. More stupid on my part, we decided to sign up for a totally new account. New install, new equipment, new start…

    Once again, EVERYTHING went perfect for the first 30 days. I signed up for the PRO + package that time which gave a tad bit more speed, plus more daily usage (425mb)… Consistently, everyday, 1.5mbps speeds which was 95% of the plans output. GREAT I was thinking. 30 days passed. Second Invoice. Speeds went to around 300-400K….then comes the excuses… “You are in peak time usage”, you have exceeded your usage, you’re in FAP, the weather at your gateway is BAD.

    Tech support did admit once (the guy in India) that there WAS a problem, but it would have to be diagnosed by engineering. Again, and endless cycle of speed tests (in two occassions, put me over my daily usage, FAP, which they were unwilling to release)…. So be well aware, if you sign up for a Hughesnet Account with a HN9000 modem package, you are in for a very long battle. While you may think you’re crusing right along at first, wait til you’re 30 days are up, and you’re in a contract. TWO TIMES in 6 months taught me a lesson! NEVER trust these people. they will NEVER admit that network operations gives you what ever speeds they want, whenever they want.

    The corporate office’s response to my second series of complaints was directly from the office of the president and stated “”"We will not go through this again. Everyone just got your letter today. I called your mother and left a message. There is an open ticket with Tier 4, if they can’t resolve I recommend she cancel immediately. PLEASE refrain from sending e-mails to the customer service group. I am sorry she is, or you are not happy with the service. You and I had an agreement on this next account. No complaints to ECC, and we do not guarantee speeds.”"”

    their famous slogan “do not guarantee speeds” just doesn’t cut it on a 79.99 a month plan that rates at 1.6mbps, but only providing 300-400K. This is a TRUE story, and I have no doubt all of these others are true in their own respect at well. FORWARNED if you are thinking about Hughes.

      • Administrator
      • August 25th, 2009

      Liz,

      If I got 300-400Kbps during peak hours this website probably wouldn’t even exist.

        • Gary
        • December 19th, 2010

        We are experiencing the same poor quality connection issues as yourself. We live in Illinois. We are 9 months into a two year contract. I would rather cancel. Would our better business bureau be a good start at receiving relief from the contract?

          • Administrator
          • January 27th, 2011

          I’m not sure if the BBB would be able to help you get out of a legal contract. You’d have to contact them for that information.

    • Greg
    • August 20th, 2009

    I never got my rebate either. There was a $100 rebate, and for one weekend, there was an additional $50.00.

    I downloaded the forms for both. You could not send the rebates off until after 31 days (your’re in a contract by then).

    I made copies of all the materials, and sent them off with ALL THE REQUIRED printouts etc.

    4-6 weeks was the waiting period.

    Called after that….. “WE NEVER RECEIVED YOUR SUBMISSION”..

    Of course not, you’re trying to beat me out of $150.00

    ONE LESSON LEARNED. ALWAYS SEND REBATES CERTIFIED MAIL, RETURN RECEIPT REQUESTED…….

    Its your only proof, and the only way to fight it.

    (Actually, Executive Customer Care cancelled my contract shortly after, so I guess the rebate didn’t matter at that point)…

    • Greg
    • August 20th, 2009

    Yeah, Most of that have or had HughesNet in the present/past have usually signed up because they have no other option for internet access other than dialup! I would have honestly kept it if Hughesnet didn’t start throttling my speeds for no reason.

    AT&T is 3 miles away (Where there are four towers (so you know there has to be some kind of T1 line’s running to them).
    No DSL here however.

    An independent phone company 3 miles the other way stops at the top of a hill. No DSL.

    HOWEVER, AT&T will run a T-1 line to my house for $399 a month…. they could easily make $30+ out of 40 houses in this 3 mile stretch.

    • Administrator
    • August 20th, 2009

    Unfortunately I don’t even get a good cell signal at my house let alone 3G. I have researched all possible sources of broadband and no luck. AT&T even updated their equipment in my area to enable distribution of DSL, but of course stopped 2 miles short of my house.

    • Greg
    • August 20th, 2009

    My broadband solution since I dumped TWO Hughesnet accounts has been WIRELESS.

    I am using a Verizon UM175 USB device (resold thru a company called Millenicom).

    There is a Wireless 3G Tower 4 miles from my house. Signal strength is good, and typically 1.0mbps(typical web surfing). The speed is consistent. (except for heavy rain).
    File downloads range from 600-800Kbps.

    Ping times are usually around 80ms-120ms.

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