Complaint Review: Direcway

I had Direcway for about 3 years and moved my office 3 times. Each time, I used the same independent installer, and had excellent service from him. The only problem I had with service was when the dish was obstructed by snow or fog/cloud cover. This is a risk you take with any satellite service. It is an irritation and an inconvenience, especially when your business relies on being online. We simply came up with ways to clear the dish and try to keep access.

My problem with them had to do with their billing practices. During the time I was a customer, Direcway deducted my monthly payment from my bank account. For the first year, the payment included the equipment, after that, it was just for the service. When my debit card expired, they sent me an email, I sent them the new info, and nothing changed.

For some unknown reason, one month, Direcway stopped charging my account for the service. They were always offering free months for upgrades or some service, so when I realized it about 4 months later, I thought it was one of their promotions that I had gotten into so still didn't consider it a problem. I wasn't billed for about 6 months when I got to the office one day and found that my service had been discontinued. That same day I got a call from a collection agency wanting several hundred dollars for unpaid past service.

I explained that I had no idea what they were accusing me of or what they were trying to collect, since I had never denied Direcway payment, and that the funds had always been available for their authorized monthly bank draft. After a second guilt-trip attempt and then threatening call from this same collector, I explained that it wasn't my fault or problem if they had made a mistake, that I wasn't going to pay some collector for their mistake, and that I didn't owe them anything, especially after they had discontnued my service without ever notifying me that I had a debt with them. Also, that they had my email until they shut me off, so should have contacted me rather than shutting me off and turning me over for collections. I never heard from the collector or Direcway again.

Hello everyone, my name is Joe. I am a private contractor who travels state to state to do many different types of HughesNet installations what once was known as DirecWay. I am certified in every aspect of my trade and take pride in the quality of work I do for commercial and residential purposes. Ive come here to give you a little insight as to how most sat. companies operate. Often times companies are too large to have true operations going on in every state. What this means is you more then likely end up with another party installing your system who isnt actually from HughesNet. You could have a retailer, more then likely you will have a technician paid per job who needs to purchase all of his own supplies (poles, block for non-pen mounts, fittings, cables, everything concerning the install except for the dish and modem) and is paid per job. Now one thing I know for a fact is if you are unlucky and have a technician who does not take pride in what he does you will end up with a classic install that more then likely was rushed or done improperly. Alot of problems will arrise if the technician ignores simple rules found in each installs spec sheet. For example, the pole they make you purchase HAS to be cemented or the pole is going to move over time. They may decide not to ground your system if they do shotty work, they may use cheap supplies because they flip the bill, etc. What I am trying to get at is there is NO possible way for HughesNet to check every single job to make sure it was done up to standard codes. If the technician mis-informs you of download and upload rates you will no matter what dislike the service.

I let everyone know what they are getting, and do not tell them its going to be the fastest connection they have ever used. I truthfully let them know it is only a solution for large business's or customers in the residential field who cannot purchase DSL/Cable in that specific area.

But most technicians do not tell you this because they will never see you again. Once they are out of that door its just a memory for most so they tend to get in and out as quick as they can because they do not typically come back for service issues. This is not true in all cases but most company's will primarily install or partake in whats known as a conversion. There is little money in service work and there are few tech's who truly possess the knowledge needed in the field.

There are alot of things a customer should take into account when they are signing up for a service that comes with a long contract. You have to truly take time to ask all questions before the technician arrives. Be informed about what you are paying a monthly rate for, remember when HughesNet says you are to recieve Highspeed internet, they are not lieing. It IS faster then dialup and in some cases faster then DSL. Also take the time to read everything on the contract, if not possible find out where you CAN read the contract before paying for the install. Never go into something blind.

Next feel out the technician, see if he likes what he does. If he gives you a bad vibe or you feel something is funky with him come up with a reason to reschedule and contact the person who setup your installation date. Ask for a different technician and explain to him/her that you didnt feel the technician who arrived had your best interest in mind. If it happens twice you know not to go forward with the installation.

Now I know your probably thinking this isnt helping any. But Im telling you if some of this was thought of prior to the install and prior to you signing your John Hancock you might not have had a bad experience. Obviously this doesnt cover if the equipment malfunctions (lnb's, modems, etc.) but it is a good start to having a good finished product.

I wish there were more technicians who did good work and were not always concerned about speed and saving supplies at each job. I make a good living with my trade mainly because I do good work. I cant stop the jobs coming in because I insure quality at each job site from commercial to residential. If there was something I could do to help better everyones experience with HughesNet I would because it truly is a good company if you need what they offer.

I do appologize I took alot of your time reading this, but I just wanted to shed some light on things that nobody tells you. Not everyone who represents HughesNet is ignorant, and some do truly care about your interests. Its just hard to find the right ones in this type of cut-throat business. One day everything will be good, its just going to take time. Thank you again for your time and have a good day/night.

Hello everyone, my name is Joe. I am a private contractor who travels state to state to do many different types of HughesNet installations what once was known as DirecWay. I am certified in every aspect of my trade and take pride in the quality of work I do for commercial and residential purposes. Ive come here to give you a little insight as to how most sat. companies operate. Often times companies are too large to have true operations going on in every state. What this means is you more then likely end up with another party installing your system who isnt actually from HughesNet. You could have a retailer, more then likely you will have a technician paid per job who needs to purchase all of his own supplies (poles, block for non-pen mounts, fittings, cables, everything concerning the install except for the dish and modem) and is paid per job. Now one thing I know for a fact is if you are unlucky and have a technician who does not take pride in what he does you will end up with a classic install that more then likely was rushed or done improperly. Alot of problems will arrise if the technician ignores simple rules found in each installs spec sheet. For example, the pole they make you purchase HAS to be cemented or the pole is going to move over time. They may decide not to ground your system if they do shotty work, they may use cheap supplies because they flip the bill, etc. What I am trying to get at is there is NO possible way for HughesNet to check every single job to make sure it was done up to standard codes. If the technician mis-informs you of download and upload rates you will no matter what dislike the service.

I let everyone know what they are getting, and do not tell them its going to be the fastest connection they have ever used. I truthfully let them know it is only a solution for large business's or customers in the residential field who cannot purchase DSL/Cable in that specific area.

But most technicians do not tell you this because they will never see you again. Once they are out of that door its just a memory for most so they tend to get in and out as quick as they can because they do not typically come back for service issues. This is not true in all cases but most company's will primarily install or partake in whats known as a conversion. There is little money in service work and there are few tech's who truly possess the knowledge needed in the field.

There are alot of things a customer should take into account when they are signing up for a service that comes with a long contract. You have to truly take time to ask all questions before the technician arrives. Be informed about what you are paying a monthly rate for, remember when HughesNet says you are to recieve Highspeed internet, they are not lieing. It IS faster then dialup and in some cases faster then DSL. Also take the time to read everything on the contract, if not possible find out where you CAN read the contract before paying for the install. Never go into something blind.

Next feel out the technician, see if he likes what he does. If he gives you a bad vibe or you feel something is funky with him come up with a reason to reschedule and contact the person who setup your installation date. Ask for a different technician and explain to him/her that you didnt feel the technician who arrived had your best interest in mind. If it happens twice you know not to go forward with the installation.

Now I know your probably thinking this isnt helping any. But Im telling you if some of this was thought of prior to the install and prior to you signing your John Hancock you might not have had a bad experience. Obviously this doesnt cover if the equipment malfunctions (lnb's, modems, etc.) but it is a good start to having a good finished product.

I wish there were more technicians who did good work and were not always concerned about speed and saving supplies at each job. I make a good living with my trade mainly because I do good work. I cant stop the jobs coming in because I insure quality at each job site from commercial to residential. If there was something I could do to help better everyones experience with HughesNet I would because it truly is a good company if you need what they offer.

I do appologize I took alot of your time reading this, but I just wanted to shed some light on things that nobody tells you. Not everyone who represents HughesNet is ignorant, and some do truly care about your interests. Its just hard to find the right ones in this type of cut-throat business. One day everything will be good, its just going to take time. Thank you again for your time and have a good day/night.

Hello everyone, my name is Joe. I am a private contractor who travels state to state to do many different types of HughesNet installations what once was known as DirecWay. I am certified in every aspect of my trade and take pride in the quality of work I do for commercial and residential purposes. Ive come here to give you a little insight as to how most sat. companies operate. Often times companies are too large to have true operations going on in every state. What this means is you more then likely end up with another party installing your system who isnt actually from HughesNet. You could have a retailer, more then likely you will have a technician paid per job who needs to purchase all of his own supplies (poles, block for non-pen mounts, fittings, cables, everything concerning the install except for the dish and modem) and is paid per job. Now one thing I know for a fact is if you are unlucky and have a technician who does not take pride in what he does you will end up with a classic install that more then likely was rushed or done improperly. Alot of problems will arrise if the technician ignores simple rules found in each installs spec sheet. For example, the pole they make you purchase HAS to be cemented or the pole is going to move over time. They may decide not to ground your system if they do shotty work, they may use cheap supplies because they flip the bill, etc. What I am trying to get at is there is NO possible way for HughesNet to check every single job to make sure it was done up to standard codes. If the technician mis-informs you of download and upload rates you will no matter what dislike the service.

I let everyone know what they are getting, and do not tell them its going to be the fastest connection they have ever used. I truthfully let them know it is only a solution for large business's or customers in the residential field who cannot purchase DSL/Cable in that specific area.

But most technicians do not tell you this because they will never see you again. Once they are out of that door its just a memory for most so they tend to get in and out as quick as they can because they do not typically come back for service issues. This is not true in all cases but most company's will primarily install or partake in whats known as a conversion. There is little money in service work and there are few tech's who truly possess the knowledge needed in the field.

There are alot of things a customer should take into account when they are signing up for a service that comes with a long contract. You have to truly take time to ask all questions before the technician arrives. Be informed about what you are paying a monthly rate for, remember when HughesNet says you are to recieve Highspeed internet, they are not lieing. It IS faster then dialup and in some cases faster then DSL. Also take the time to read everything on the contract, if not possible find out where you CAN read the contract before paying for the install. Never go into something blind.

Next feel out the technician, see if he likes what he does. If he gives you a bad vibe or you feel something is funky with him come up with a reason to reschedule and contact the person who setup your installation date. Ask for a different technician and explain to him/her that you didnt feel the technician who arrived had your best interest in mind. If it happens twice you know not to go forward with the installation.

Now I know your probably thinking this isnt helping any. But Im telling you if some of this was thought of prior to the install and prior to you signing your John Hancock you might not have had a bad experience. Obviously this doesnt cover if the equipment malfunctions (lnb's, modems, etc.) but it is a good start to having a good finished product.

I wish there were more technicians who did good work and were not always concerned about speed and saving supplies at each job. I make a good living with my trade mainly because I do good work. I cant stop the jobs coming in because I insure quality at each job site from commercial to residential. If there was something I could do to help better everyones experience with HughesNet I would because it truly is a good company if you need what they offer.

I do appologize I took alot of your time reading this, but I just wanted to shed some light on things that nobody tells you. Not everyone who represents HughesNet is ignorant, and some do truly care about your interests. Its just hard to find the right ones in this type of cut-throat business. One day everything will be good, its just going to take time. Thank you again for your time and have a good day/night.

I HAD DIRECWAY INTERNET FOR AROUND A YEAR, BLAZING FAST AS FIRST AND THEN GROUND TO A HALT TOWARDS LAST. IT GOT TO THE POINT WHERE I HAD TEN MINUTES IN THE MORNING AND TEN MINUTES IN THE EVENING!! CALL TECH SUPPORT AND GET THE SAME OLD BLAH BLAH EMPTY YOUR CACHE BLAH BLAH DOWNLOAD THIS AND THAT! THEN TO MAKE IT WORSE YOUR TALKING TO INDIANS WITH A HEAVY ACCENT! FRAUD PURE AND SIMPLE. SELLING TOO MANY ACCOUNTS WITH INADEQUATE CAPACITY OF THE SATELLITE! I CANT BELIEVE WE ARE NOT SUING THEIR SOCKS OFF. IF I WAS A CAR DEALER AND SOLD A FAULTY PRODUCT THERE WOULD BE COMSUMER FRAUD AGENCYS COMING AFTER ME,BUT THEY SELL A FAULTY PRODUCT AND GET AWAY WITH IT! I RIPPED THE DISH OFF MY HOUSE AND HOT CARDED MY CREDIT CARD. IT WILL BE A PROBLEM FOR MY CREDIT BUT OH WELL! I

WILL NOT BE DEFRAUDED AND ALLOW ANYONE TO PULL THE WOOL OVER MY EYES WITHOUT A FIGHT. AVOID THESE PEOPLE, CROOKS AND LIARS.

JACK

Ok you replied to comments and said to let you know and you would see about resolving our issues. I emailed you at rmaconsumer@hns.com
and now want to see what HUGHESNET will do about it...
Plain and simple, Either lift the download restriction, raise the restricted limit, or lower our monthly payment. Now we will see if Hughesnet is sincere or just out to take more money from unsuspecting customers.

It's been 8 months but here they are to resolve any issues! lol no wonder why you complained. Let us know what happened.

We would like to resolve your complaint/issue individually.

Please give us a way that we can contact you so that we may address your concerns.

rmaconsumer@hns.com

Thank you.

John apparently you work for direcway or have stock in it. In 2003 when I bought my dish there was no FAP. That is something that Hughes.net has slipped in when they took over Direcway.

Never was I told at any time when ordering or having it installed that I would be limited to 169 mb and then placed on an 8 to 10 hour slower than dial-up restriction.

Come on with all these complaints GET REAL..

Direcways contract clearly explains their FAP policy. I've been using Direcway for 4 years and it's much faster than any dial up that I ever had. If it wasn't faster I wouldn't have it.

You are right about Direcway! I had Direcway for about a year. Never could get service much faster than dialup. Spent more time on useless tech support than on internet. Tech support would always ask what kind of day it was. It could be sunny and beautiful then they would say - oh, there are clouds in Maryland where our central office is located so that will interfere with service. Seems like it had to be clear skies all the way from NC to MD to get any reception.

I have DirecTV and never have problems. Even in a bad storm the worst that will happen is a slight flicker. I thought satellite internet would be just as good - WRONG.

Fortunately, I was eventually able to get DSL, although at a slower speed than usual. My suggestion, keep bugging your phone company to give you DSL. Took me 3 years.