Complaint Review: Hughes Network Systems - Direcway

This company is supposed to be providing me with a reliable internet connection, but they keep having equipment problems. I cannot use dial-up and there is no other service available in this area.

Since March 6, 2006, my service is interrupted at least 6 or more times every day for periods of anywhere from 1 minute to over an hour. Each time this happens I get an error message stating the problem is with their equipment.

I work for a large company and the internet is my connection to them. Each time I lose my internet, I am also losing time from work. I cannot begin to list all the problems this is causing both me and the company.

I have tried calling Hughes/Direcway many, many times. I always end up on hold for literally hours. Last week I held for 2 1/2 hours before giving up. One time I reached a person who apologized, said it was their equipment, gave me a case number and said to call back if it happened again.

I've tried contacting them through their website, but I lose my connection before I ever get to the help area.

I pay a lot each month for this service and I am definitely not getting what I pay for. I have resorted to writting and mailing a letter requesting credit for all the down time and improved service.

As soon as there is other internet service in my area, I will change. Though I don't know how I will cancel Hughes/Direcway as it appears to be impossible to contact them.

Holly
Lubbock, Texas
U.S.A.