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 Review by Vtblues 
UPDATED: 1.6 years ago
member for 3.4 years, 1772 visits, last login: a few hours ago
 Brookfield,Orange,VT
 Contract price not specified.
 "It's almost broadband for those of us who can't get DSL or cable"
 "very poor support"
 "as soon as something better comes along I'm on it"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
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I've been a customer for over 3 years. I ordered the home plan with a dynamic IP at $59.99 a month. It took several missed appointments before the initial installer installed the dish and dw 4000 modem with no grounding anywhere (I know better now) I've since upgraded to the dw 6000. The installers in my area are subcontractors working for subcontractors working for subcontractors. The actual installer who comes to your location probably is working under another’s installer ID. When these installers run in to trouble they're immediately on the phone to the superior with the installer ID for guidance. Let the buyer beware. Educate yourself first so you know the difference between a good install and a bad install. Here's a link for installation guides, »legal.hughesnet.com/HUGHES/Rooms···50B657]].
Update
I've been a HughesNet user now for 4 1/2 years and other than installation and service issues had always been satisfied with them,but since the new FAP has been implemented I've found HughesNet to be absolutely not worth the money paid for it. I understand the need for a FAP but cutting users daily download limit by 66% robbery.
Plus with the 24 hour penalty HughesNet's claim that you can still browse, just at a lower speed is an absolute lie, three to five minutes for a simple web page to load if it does load but usually a 504 error is the result.
HughesNet's advertising claim that you can watch videos and download music is exactly what puts you under FAP, and quick too.
UPDATE
Another year and now every evening speeds are cut back to less than 100Kbs down, this is apparently from overcrowding. When one goes through customer support they will at some point be told that speeds are not guaranteed.
They've oversold their service, they know they have most users over a barrel so they pretty much just string you along.
UPDATE 3-10-2008 After contacting Executive Customer Support I was able to get re pointed to another satellite. So far my speeds are ok, not great, just ok
Followup comments:  
BillingSucks
@direcpc.com
| Billing Sucks! My experience with Hughesnet has been horrendous. Rain? No service. Snow? No service. Watch a Youtube video? No service for 24 hours.
They also have the WORST customer service of any company I've ever experienced, and the most confusing website ever created. I tried to pay my bill online, it went through fine (or it said it did) and then five minutes later, we got an email telling us to pay our acct!? Confused, we called customer service. CS was happy to take our money over the phone (from the exact same account we'd "successfully" and yet unsuccessfully? paid with online!) and said everything was all set. Ten minutes later, we're checking our acct. online and it shows a $25 charge. For what?? We called back. We were told it was a "pro-rated" amount of the service for the month and had nothing to do with the attempted online payment... okayyyy...
Three months later, the charge is STILL there. We call about it. They say, "Oh, it was for your failed online payment." Um... the payment WENT THROUGH, according to your site. Also, your rep told us there was NO CHARGE for your horrible web site's screw-up. Now you're telling us there is? The bank says they didn't charge us, but HN is saying they did and charging us for it? Um, that's called FRAUD, Bob-whose-name-is-really-something-Pakistani I'm sure...
Three hours later (I'm not kidding) customer service rep's supervisor refused to take the fee off, and said we could "fax proof" from our bank - but he refused to give us a number to corporate. Just an address.
So I did some research online and found these:
corporate switch board in Germantown, Md 301-428-5500
Direct line to an American agent: 301-601-7315
Another direct line to an American agent: 301-212-1025
I called corporate and got William, who was VERY helpful, and in five minutes had understood our predicament, taken the charge off, AND gave us a free month.
But if I hadn't found that number to corporate, I'm sure that fraudulent charge would still be there. The customer service itself was the worst EVER. | |
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