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Review by Bluenote 
UPDATED: 1.7 years ago
member for 1.7 years, 123 visits, last login: 170 days ago
 Silsbee,Hardin,TX
 Contract price not specified.
 "Beats Dialup Speeds ...Most of the time"
 "Slow Speeds, Customer Service Robots...High Price"
 "If it works...Whatever you do, try not to upgrade"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Mail,DNS,News:
Value for money:
(ratings match consensus)
|
Not having much choice for broadband in rural southeast Texas, I opted for Hughesnet. I had tried WildBlue for a full year and did not ever get anything near what was promised as far as speed. Signal drop outs, incredibly slow upload and download, poor service. I switched to Hughesnet in April 07. The install took 5 hours by two seasoned technicians who were reluctant to do a roof install, but did anyway. The install went well, was experiencing speed at around 700 kbps down, 120 kbps up...pretty much as what was advertised. Everything was well until...
After getting fapped for the first time in Jan 08, I decided to switch to their next larger plan.
Sounds easy enough? So I called and did just that. It was not 5 minutes after hanging up with the rep that just upgraded my service that I was disconnected...yes there was a signal of 82 but no system light. I called them again to report the outage and I was informed that I would have to "re-register". Okay not a problem. Yes there is because the modem would not let the registration process complete. After three hours on the 866 line their "advanced technical support " decided that the modem was faulty and they would RMA another HN7000S to my location within 3-5 business days. It arrived, I spent another 3 hours on the telephone with their 2nd level support, and they determined that this one as well was toast. Another RMA ( 3-5 business days ) and another one would be here to reinstall. It arrived 8 days later and I tried to re-register, but no luck, ( keep in mind that we are using the settings that were given to me by their "advanced technical support ")
After getting elevated to 2nd level support 2 hours later, it was discovered that the previous frequency was no longer valid for re-registering, so we changed the settings to the new frequency 1216.5 Mhz and Viola ! I'm a registered user again, but it gets better...!
Speeds are terrible now, anywhere from 70 to 200 kbps down with upload 120 to 200. Signal strength is higher 90 -93, ...go figure?
Calling tech support does no good, they are obviously reading off of a script because after speaking with the 20 or so corporate robots...you hear the same thing, over and over. Not only am I stuck with the poor service, but I have 2 HN7000S modems to return at my expense, and it was'nt even the problem to begin with. They changed my frequency without telling me anything and now they are telling me that I am not able to get back to the old frequency anymore...Frustrating? You bet. To have to pay more for less, and for them to expect me to accept it and move on?....
I will be calling corporate and doing some complaining after speaking with 2nd level support tonight and getting absolutely nowhere but frustrated...maybe they will listen, but what I have read on here, probably not. If only I had not upgraded, I would at least be getting what I was paying for.
Has anyone had any luck with their complaints to the BBB ?
I will repost anything should I get a resolution.
Followup comments:  
eightyshort
@direcpc.com
| Terrible hughesnet service and support Hi Bluenote,
Sounds like I (we) are not alone with what has been an absolute dissapointment. Like you, I live out in the sticks where satellite internet is the only option. I too ran into problems within the first week of service. I noticed that it kept getting slower and slower. I call the "highly competent" (major sarcasim) customer service over-sees, and after filtering through 30 minutes of broken english, I was told that I need to upgrade!!
Well, that was special since my all-to-willing-to-make-the-sale-rep neglected to tell me that there would be an additional $20.00 charge to make it faster. Well, the speed was not a whole lot different, unless you like to do your work at 2:00 am.
I am very seriously going to contact one of the major network investigative shows like 20/20 or Dateline. I don't know if they will help (they may be owned by Hughes), but at $79.99 per month, this is lousy, and needs to be addressed. This is fleecing of America at its best.
I have read many similar complaints about the service, and I think that it is about time to make Hughesnet come clean and admit they have an overloaded system.
Take care, and keep posting if you find anything different.
Can you tell me the number for the Stateside "advanced support"?
Thanks,
Eightyshort (fee per month) | |
| | Bluenote
join:2008-01-24
Silsbee, TX
 ·HughesNet Satellit..
| Re: Terrible hughesnet service and support Hi Eightyshort,
The numbers I have had the best luck with is their corporate office numbers, try 866-636-0012 or 301-428-5500.
The 866-Hughesnet number is a total waste of time.
I have been documenting all that has happened since the "upgrade", names dates, times, speed reports, hopefully this will provide helpful.
bbluenote | |
| | |
eightyshort
@direcpc.com
| Re: Terrible hughesnet service and support Bbluenote,
Thanks for taking the time to respond with the phone number. I check this site daily now, and I am just furious over how many others are having the same problems. Everyday, it seems that another victim speaks out.
I am going to attempt to speak to someone in this country, wish me luck.
Eighyshort. | |
|
eightyshort
@direcpc.com
| Hughesnet has terrible support even in US. Hi Bbluenote and others,
Well, I actually got to speak to "advanced support" (just means they speak clearer English) the other night. Here are the results:
1. You have a computer problem - Really, it is less than one year old!
2. You have some type of change in the "device" (the modem) - Really, it has not moved since installed in July. I still have only one computer hooked to it.
3. You have atmospheric disturbance - Really, it is calm and crystal clear.
4. The dish is out of alignment - Really, then why at 1:13 in the morning, during sustained wind speeds of 40+ did I get 890/180? If anything would have degraded the signal, last night's Wisconsin winter snow and winds would have done it!!
Bottom line is that the server is overloaded, but he would not admit this. As we were going through the "list" of excuses, I ran a speed test. The result was 164/28 at around 5:30 pm. He did not have much to say.
Has anyone tried to drop down from the ProPlan to just Pro? Since I am not getting anywhere near 1.5, why should I pay them $20.00 extra. Maybe if enough of us did this, their bottom line might suffer.
Take care all,
Eightyshort | |
| | Bluenote
join:2008-01-24
Silsbee, TX
·HughesNet Satellit..
| Re: Corporate robots...You bet ! Eightyshort,
That sounds exactly like the conversation that I had with their 4th level of "customer support " It is as though they also have a script that they follow, and anything valid you tell them about your situation is just wasted words, their bottom line is that the problem is on your end... They would not explain what the diognostic codes I have been getting since the "upgrade". I do not know enough about them but it all started then.
I know that there is a major issue with the overcrowding as I too get speeds of 800+, but only after 10 pm CST. This lasts until approx 6 am the following morning and slowly tapers off, with the slowest being +/- 50 kbps down & 25 kbps up at around 1600 CST and slowly picking back up until 10 pm when it reaches 900+ sometimes...It just has to be overcrowding...the signal strength is above 90 and I get a cross-pol of 65 average...What else could it be?
I have at this point sent a formal complaint to the Better Business Bureau, and the Maryland Consumer Protection agency, hoping for some resolve. But I will not stop there. I may send something to our congressman.
My thoughts and my wife's are that if we downgrade, to the lower service plan, the service will suffer even more. I know the exact problem is most likely the frequency that they registered us on when we first signed on in April 07. That frequency is 1086.0 Mhz We hardly ever had any speed problems, I mean very rarely, even during peak usage times.
The 4th level support avoided all of my questions about why they switched us over to the new frequency 1216.5 Mhz,and about switching back over to 1086 Mhz, I finally cornered him and asked why it could not be done...his statement was sketchy...but in his words, it just could not be done. I honestly believe that it's just to get you hooked for the 30 day period to see how well it works, but in our case, they may have forgot about us until the "upgrade"
Hope that the phone numbers helped some, but I somehow doubt that anything will be resolved until we find their nerve spot.
Will keep you updated
Bluenote | |
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clear4k
@aol.com
| Re: Corporate robots...You bet ! I am not sure why all the fuss regarding HughesNet. We Have
HughesNet for both Home and Business as do many of our friends in the area. Download speeds are well with-in their stated numbers. If anything, at times our speeds are faster than HughesNets stated speeds? The system has never been down other than maybe once or twice but was back up with-in a few minutes. I guess I'm just lucky? | |
| | | | Bluenote
join:2008-01-24
Silsbee, TX
·HughesNet Satellit..
| Re: Corporate robots...You bet ! clear4k
Perhaps you are one of the lucky few. I thought I was too for several months, but I made the mistake of upgrading my plan. They changed some settings ( uplink and downlink frequencies in my modem ) and it's been terrible ever since. I would suggest that if your system is working as it should and you are pleased with your speeds then try not to upgrade as they will most likely make changes in your system as they did here.
Best of luck
bluenote | |
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eightyshort
@direcpc.com
| Hughesnet - Frequency issues Hi Bbluenote,
I'll go one better. Go to the control center which has the signal strength (my average is about 60 all times) and go under the "Detailed Problem Statistics". The third, forth and fifth lines all read "BAD". When I asked the support guy what this meant, he stated that it that doesn't indicate any problems.
Thanks for responding. I don't want to become an irritant to those who use this forum. So, for now I will just sit back and see what happens. There is a least a little comfort in the fact that I know I am not alone with this problem.
Take care,
Eightyshort
I'll give an update after I downgrade to the lesser priced package. | |
|
madmaxinnc
@direcpc.com
|  Upgrading to the HN7000S
I ended up reading this forum after searching for info on how to download the "lccu" utility, which I had previously read somewhere was a requirement for networked computers going through the HN7000S. Although I wouldn't normally scroll through a whole page of forum entries, I did this time, if only to see if someone mentioned the lccu utility.
I was surprised at the abundance of negative experiences I read about. My experience this afternoon was not negative. Tech support was very helpful, took me right to the appropriate starting point for my problem, and stayed with me through each step of the process to completion. Although my techie was Indian, her English was better than mine, if perhaps a bit fast.
Once my primary PC was completed and I was able to surf, I continued with the hard copy manual that came with the upgrade and resumed with the "Reconfiguring your network" on page 58. It appeared I was going to have to do some reconfiguring of the router and the network...not a task I was looking forward to.
But, a highly unusual and infrequent burst of genius came over me. I decided to unplug my Linkysys router for the standard 3 minute reboot period. After plugging it back in, I first checked the primary PC. No problem surfing. I then checked the networked secondary PC. No problem surfing. I finally checked the wireless laptop. No problem surfing. And no need to go through any router or network reconfiguration.
I noticed that many of the complaints on the forum have to do with upload/download speeds. I've run several checks since installing the HN7000S and had the following results:
Saturday:
4:00 pm: average of 5 tests was 602 down and 24 up.
5:30 pm: average was 809 down and 66 up.
These numbers sound a little better than those I saw in this forum, but I am somewhat disappointed they are so much lower than the advertised numbers. Obviously a bait-and-switch. But not much different than the marketing campaigns of any other corporation. | |
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eightyshort
@direcpc.com
| Best of luck with the upgrade Hello Madmaxinnc,
I truly hope that things go better for you. If you notice the recent dialogue between Bbluenote and myself, you will see that neither of us has received anywhere near the speeds that are advertised. You did your test on Saturday, where there may be a little less traffic.
Here are my results over the last few days. Notice that at the most convienient times (between 9:00am and 11:00pm), the download speed is terrible. At 2:00am, when most people are sleeping, the speed is at least respectable.
February 2nd, 04:41PM - 381/13 kbps
February 2nd, 12:41AM - 773/37 kbps
February 1st, 10:58PM - 294/19 kbps
February 1st, 06:39PM - 297/14 kbps
February 1st, 08:38AM - 839/26 kbps
January 31st, 05:02PM - 276/10 kbps
January 31st, 12:52PM - 394/19 kbps
January 31st, 08:45AM - 883/33 kbps
January 31st, 12:54AM - 669/20 kbps
January 30th, 10:28PM - 106/10 kbps
January 30th, 03:31PM - 253/18 kbps
January 30th, 02:43AM - 895/143 kbps
January 30th, 02:11AM - 840/90 kbps
January 29th, 06:29PM - 166/8 kbps
January 28th, 11:00PM - 167/24 kbps
January 28th, 05:12PM - 194/14 kbps
January 28th, 04:44PM - 162/8 kbps
January 28th, 04:39PM - 17/35 kbps
It would be a big help to me, and others, if you would run a speed test a few times a day. I am trying to build a case so that I can get to speak to a "higher" level technician.
My service too was lighning fast, but after the trial period, it has never been the same.
Honestly, I hope it works for you.
Eightyshort | |
| |
Vegaroad
@direcpc.com
| Re: Slow speeds - In level 4 limbo I am having the same problem with speed - up - down - all over the place but no readings close to what I am suppose to have. I too am keeping daily notes - I talk to them more than my family! And every time the say they make a change it is again two business days before a call back NOT!
I am really tired and am trying to find a way to bring a really good case against them. Been doing speed tests, have had my site ID changed 4 times through reregistration - big fat waste of time - no satifaction. And yes ROBOTS - except I think robots outdo hughesnet tech support in personality department Geez Can anyone help us? | |
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rjtchris
|  Re: Slow speeds - In level 4 limbo
They wanted to send a HW7000 modem to replace my DW7000 modem and send someone to repoint my dish. I refused this even though the modem and repoint would have cost me nothing because they wanted me to commit to another 15 or 18 months of service. They gave me a 1 month credit on my bill, upgraded me to the Pro plan at the Home plan price for 3 months and moved me to a different location (whatever that means I don’t know). Was told that different location could affect speed.
Result, from 4:00 to midnight my DL speeds are between 700 and 900. I will accept this for now but in the meantime I am looking into a switch to Verizon wireless Broadband Access which I just learned was in my area.
FILE A BBB COMPLAINT SND THEN HOLD YOUR GROUND!!!!!! | |
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urgh
@direcpc.com | Re: Best of luck with the upgrade This is all too familiar. So many of us are going through this. Class action lawsuit time. | |
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