- Report: #1174614
Complaint Review: HughesNet - Nationwide
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Author Not Confirmed
Why?
HughesNet
Nationwide, USA
Phone:
877-347-3292
Web:
www.hughes.net
Categories:
Business Rating:
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HughesNet When you pre-pay $120 a month for service, you expect to receive service. Germantown, MD Nationwide
We moved from a populace area to a remote rural area in July of 2013. No internet service provider was available. We took HughesNet. BIG mistake. In order to stay connected somewhat, we took the largest (most expensive) plan, which carried a 2 year contract at $120 per month auto and pre-paid. The installer complained about driving from SC to GA, which, although understandable, isn't what we wanted to hear and was a herald of things to come. Within hours of the installer leaving, the modem began shutting off randomly. Multiple calls later to "customer service" (and I use the term VERY loosely), I finally got them to send a replacement modem. Note, that the minimum time on hold was 22 minutes for the three calls placed, with the maximum time of 46 miniutes for the 3 calls. So far, spotty service ( off way more than on) for 2 weeks and $220 spent.
In mid-April we had a death in the family. Almost on queue, the replacement modem started acting up. We didnt't have time or patience to deal with them again immediately. Then a second death two weeks later. At this point, our internet access completely shut off. We used a cell phone as a wifi hotspot to access the net as a stop-gap. Customer service, after another bout of long hold times and broken english wanted to send a technician to address the problem. This wasn't possible dealing with the loss of a parent and a child with 1000 miles seperation. We decided to address the issue after returning from the out of state services in early June.
We left all of the electronics unplugged while out of state. The TV's, computers, modem, router, anything that could be sensative to a poorly placed lightning strike. While we were away, the alotment of data was supposed to reset to 20GB. After returning, I repeatedly plugged in and unplugged the modem until it finally completed a handshake with the ISP. To my surprise, the 20GB was gone. Customer service insisted that since I had a router with wireless capability, a neighbor must have consumed our alotment via an unsecure WiFi.
Several problems with that assessment; First, the router was out of system from trying to trouble shoot the service. Second, no neighbors live withing the range of the WiFi. Third, I used 128 bit encrypted pass key for the WiFi. Fourth, I disabled the "guest" service, which is unprotected but limited. Fifth, and most importantly, the modem was unplugged. It had no possible alternative source of power. There was no way for data to be sent or received via the satellite dish as it was completely unpowered. To appease me, they sent a technician to repair the system, renewed my alotment, and discounted my service.
The technician found that it wasn't the modem this time, but the dish was not correctly aime initially, and that the transmitter was faulty. We had access for about 3 weeks when it started to act up yet again. This was the final straw. through 12 months of payments, we had approximately 9 months of usable service. This time, I sat on hold for one hour and twelve minutes. To me, the service (not) provided constituted a breach of contract. I was paying for a Cadillac and was receiving a lame donkey cart. I demanded termination of the contract, and waiver of the early termination fee, as they, HughesNet, failed to provide reliable service.
It required all to frequent intervention on their part to maintain connection. It required far too much effort on my part to utilize their product. I was paying premium and receiving aggrevation. After 40 minutes af bantering, they agreed to cease automated billing, reverse one month fee, but only waive 1/2 of the early termination fee, leaving a total of $102. They would supply a box to return the modem and transmitter, and send a paper bill for the balance, which was supposed to be $102.
In order to be done with these schiesters, my wife paid the $102 on-line. When we recived the paper bill, it was for $222, $250 early termination fee less $27 unused alotment. Also, they gave me to option to reinstate my account within 45 days to avoid any penalties and reporting to credit agencies.
Insult, injury, and extortion; great people to do business with.
