Randy
Bossier City,#2UPDATE EX-employee responds
Wed, July 11, 2007
Ex-Employee/Billing call center supervisor Randy here. (They moved billing to the Philippians) Wow what an experience it was needing a job and living with that kinda stress all day LET TELL YA! I didn't even really work for hughesnet/direcway and I had to deal with their problems on a day-to-day basis, and I never once put the blame on the customer. No decisions went through us, and we did not directly work through the company. Really I want everyone to read that because thats my major point. Nobody you ever talk to, billing/tech at any level actually work *for* hughesnet, they're not hughesnet employees they're all outsourced or insourced call center employees. You also can't get in contact with anyone from hughesnet via phone, you have to write them a letter if you want to talk to corporate It's not a *major* problem I would say for support, but HERE is the catcher Hughesnet has 3rd party sales vendors, which WOULD be a great thing if those 3rd party vendors went over every detail with the customer before installation. When you call hughesnets ACTUAL sales number you're played EVERYTHING, what the service is, what you can and can't do, the termination fee agreement, the actual prices and plans, everything down to pennies. This information is then recorded and placed into a database that any billing agent can pull up at any time if a customer claims they never heard or agreed to it, this being the actual "Terms of Service" agreement, and verbal agreements are legal. The 3rd party vendors (any website that sells hughesnet that is not hughesnet.com or hughes.com) NEVER release ANYTHING about "Speeds not a guarantee, no gaming, no VPN, or the ETF's) You can imagine the HELL this caused me in my job, and I can't even begin to imagine the hell this caused customers, I can't even compare the two. The funny thing being I worked as a hughesnet billing supervisor for 15 months, the exact same length as their contract before they terminated me. I can't say they're a bad company, THEY list everything you can and can't do, but their outsourced sales companies do NOT) Regarding why you can't game/VPN, its satellite, its not wire-based or grounded, its all done through radio signals, theres ALWAYS a 2 second lag no matter what satellite internet provider you go through, even wildblue. It's got slower dsl speed, and costs more, but for just browsing it IS better then dialup.
Randy
Bossier City,#3UPDATE EX-employee responds
Wed, July 11, 2007
Ex-Employee/Billing call center supervisor Randy here. (They moved billing to the Philippians) Wow what an experience it was needing a job and living with that kinda stress all day LET TELL YA! I didn't even really work for hughesnet/direcway and I had to deal with their problems on a day-to-day basis, and I never once put the blame on the customer. No decisions went through us, and we did not directly work through the company. Really I want everyone to read that because thats my major point. Nobody you ever talk to, billing/tech at any level actually work *for* hughesnet, they're not hughesnet employees they're all outsourced or insourced call center employees. You also can't get in contact with anyone from hughesnet via phone, you have to write them a letter if you want to talk to corporate It's not a *major* problem I would say for support, but HERE is the catcher Hughesnet has 3rd party sales vendors, which WOULD be a great thing if those 3rd party vendors went over every detail with the customer before installation. When you call hughesnets ACTUAL sales number you're played EVERYTHING, what the service is, what you can and can't do, the termination fee agreement, the actual prices and plans, everything down to pennies. This information is then recorded and placed into a database that any billing agent can pull up at any time if a customer claims they never heard or agreed to it, this being the actual "Terms of Service" agreement, and verbal agreements are legal. The 3rd party vendors (any website that sells hughesnet that is not hughesnet.com or hughes.com) NEVER release ANYTHING about "Speeds not a guarantee, no gaming, no VPN, or the ETF's) You can imagine the HELL this caused me in my job, and I can't even begin to imagine the hell this caused customers, I can't even compare the two. The funny thing being I worked as a hughesnet billing supervisor for 15 months, the exact same length as their contract before they terminated me. I can't say they're a bad company, THEY list everything you can and can't do, but their outsourced sales companies do NOT) Regarding why you can't game/VPN, its satellite, its not wire-based or grounded, its all done through radio signals, theres ALWAYS a 2 second lag no matter what satellite internet provider you go through, even wildblue. It's got slower dsl speed, and costs more, but for just browsing it IS better then dialup.
Randy
Bossier City,#4UPDATE EX-employee responds
Wed, July 11, 2007
Ex-Employee/Billing call center supervisor Randy here. (They moved billing to the Philippians) Wow what an experience it was needing a job and living with that kinda stress all day LET TELL YA! I didn't even really work for hughesnet/direcway and I had to deal with their problems on a day-to-day basis, and I never once put the blame on the customer. No decisions went through us, and we did not directly work through the company. Really I want everyone to read that because thats my major point. Nobody you ever talk to, billing/tech at any level actually work *for* hughesnet, they're not hughesnet employees they're all outsourced or insourced call center employees. You also can't get in contact with anyone from hughesnet via phone, you have to write them a letter if you want to talk to corporate It's not a *major* problem I would say for support, but HERE is the catcher Hughesnet has 3rd party sales vendors, which WOULD be a great thing if those 3rd party vendors went over every detail with the customer before installation. When you call hughesnets ACTUAL sales number you're played EVERYTHING, what the service is, what you can and can't do, the termination fee agreement, the actual prices and plans, everything down to pennies. This information is then recorded and placed into a database that any billing agent can pull up at any time if a customer claims they never heard or agreed to it, this being the actual "Terms of Service" agreement, and verbal agreements are legal. The 3rd party vendors (any website that sells hughesnet that is not hughesnet.com or hughes.com) NEVER release ANYTHING about "Speeds not a guarantee, no gaming, no VPN, or the ETF's) You can imagine the HELL this caused me in my job, and I can't even begin to imagine the hell this caused customers, I can't even compare the two. The funny thing being I worked as a hughesnet billing supervisor for 15 months, the exact same length as their contract before they terminated me. I can't say they're a bad company, THEY list everything you can and can't do, but their outsourced sales companies do NOT) Regarding why you can't game/VPN, its satellite, its not wire-based or grounded, its all done through radio signals, theres ALWAYS a 2 second lag no matter what satellite internet provider you go through, even wildblue. It's got slower dsl speed, and costs more, but for just browsing it IS better then dialup.
Randy
Bossier City,#5UPDATE EX-employee responds
Wed, July 11, 2007
Ex-Employee/Billing call center supervisor Randy here. (They moved billing to the Philippians) Wow what an experience it was needing a job and living with that kinda stress all day LET TELL YA! I didn't even really work for hughesnet/direcway and I had to deal with their problems on a day-to-day basis, and I never once put the blame on the customer. No decisions went through us, and we did not directly work through the company. Really I want everyone to read that because thats my major point. Nobody you ever talk to, billing/tech at any level actually work *for* hughesnet, they're not hughesnet employees they're all outsourced or insourced call center employees. You also can't get in contact with anyone from hughesnet via phone, you have to write them a letter if you want to talk to corporate It's not a *major* problem I would say for support, but HERE is the catcher Hughesnet has 3rd party sales vendors, which WOULD be a great thing if those 3rd party vendors went over every detail with the customer before installation. When you call hughesnets ACTUAL sales number you're played EVERYTHING, what the service is, what you can and can't do, the termination fee agreement, the actual prices and plans, everything down to pennies. This information is then recorded and placed into a database that any billing agent can pull up at any time if a customer claims they never heard or agreed to it, this being the actual "Terms of Service" agreement, and verbal agreements are legal. The 3rd party vendors (any website that sells hughesnet that is not hughesnet.com or hughes.com) NEVER release ANYTHING about "Speeds not a guarantee, no gaming, no VPN, or the ETF's) You can imagine the HELL this caused me in my job, and I can't even begin to imagine the hell this caused customers, I can't even compare the two. The funny thing being I worked as a hughesnet billing supervisor for 15 months, the exact same length as their contract before they terminated me. I can't say they're a bad company, THEY list everything you can and can't do, but their outsourced sales companies do NOT) Regarding why you can't game/VPN, its satellite, its not wire-based or grounded, its all done through radio signals, theres ALWAYS a 2 second lag no matter what satellite internet provider you go through, even wildblue. It's got slower dsl speed, and costs more, but for just browsing it IS better then dialup.