As I sit here in my 2nd hour on the phone with customer service and my cell phone battery quickly diminishing and I still do not have my problem solved. I received Hughes Net service on Monday and was so excited to finally have internet at home so I can do some work from that location. I have spent more time on the phone than it would have taken me to drive to work and finish the tasks I was trying to complete. The entire problem comes from the statement on the call where I placed my order that was a promise that the activation fee would be waived. I asked twice about the amount that would be charged to my card on the day of installation because it is my bill paying account and I do not keep alot of money in it. I was told it would be the 39.95 introductory offer plus 9.99 for the equip. lease and applicable taxes. Well when I checked my account there was a charge of 100.00 which caused it to be overdrawn. The first call this morning ended in being disconnected after 1/2 hour of holding. I am currently on my second call of the morning and this one has been 50 minutes so far. The first call netted me wrong customer ID #, a case number and the promise to be transferred to someone who would help me then the disconnection. So far the second call has netted me different customer ID #, a different case number, multiple holds then scripted comebacks that I would still have to pay a 50.00 activation fee as the sales rep that set up my order had waived 50.00. No one was concerned that I hadn't received an email or any type of documentation from the sales call. The rep just kept saying I needed to produce documentation that I was told the fee was waived. I repeated my request to have the sales call listened to for the 5th time during this call and was finally transferred to someone else. This 3rd representative listened carefully to everything I had to say unlike the first two. I once again requested that the sales call be listened to so this matter could be cleared up. I was told it would take 3 - 5 days to for this to happen. That is fine with me. The call with this 3rd rep took less than 15 minutes. I have noticed this same complaint about being told the activation fee would be waived only to find out you were charged when you see your bank activity. I will repost as to the outcome of this mess. I just checked my phone to see how long these calls actually were and the first call started at 9:29 am for 39 minutes and the second call starting at 10:09 lasted 107 minutes. I have spent 2 1/2 hours to get one phone call listened to. Wish me luck!
I know your frustration. Wait till you have a problem. You need to set aside several evenings. Their approach to a problem is to do blame everything but Hughes. I had some success on my new G4 install that didnt work by telling them and emailing them that I wanted them to put it back the way it was and give me my money back. The next day the system magically started working, no call backs no nothing just fixed. Good luck!