HughesNet Ratings and Customer Reports
Total Reported Consumer Losses:
Average Reported Loss Per Consumer:
Average Rating: 1.20
Based On: 13
Reviews / Complaints
Number Of Comments: 9 commentsView / Write Comments ↓
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Most Recent Complaint
Worse Internet Provider Ever
I signed a contract with DirectTv on 09-2013 for a complete package of Cable TV and internet services. They endorsed me with a third party company for internet services without previous notice. DirecTV told me that after sign in up. That third party is Hughesnet, and is the meaning of this complaint.
I had problems since the first minute. The installation guy arrived to my house on saturday August 31, 2013 without the proper tools and parts so he left right away saying that he’ll give us a call when ready to do the installation to make another appointment. He showed up at my house on Sunday 1, 2013 at 7.30 am without previous notice. We allowed him to do the job and when he finished I asked him to try the service but he insisted that he already tried it and we should sign up the paper work. He tried to sell us a cheap router during this process and I refused.
I asked him him to please wait for 5 minutes so that way I could try the connection. He agreed partially and I noticed that the speed was too slow. We told them that is not what we asked for. We asked to the sales person a service very very close to Verizon Fios, our last provider, and the seller said “this is very fast like the Fios”. For all response the technician said : ” it will get faster with the daily use” said that, I asked him twice the same question. Same answer. So I asked gently to leave the house right away.
I am not a rookie in regards to computer and internet systems and we all know that sentence is a lie.
They left a mess behind. I started cleaning up all that mess and arranging the wires and I noticed that the modem suddenly went off. I checked all the connections and wires and voila the modem was broken on the back port. I tried to re arrange the power cable to avoid any move but the connector was completely lose on the back of the modem making disconnected by itself and turning off and on again and again.
I called to HughesNet, customer support, explained the problem and they want me to wait for the next technician available may be could take 48 hours, After 30 minutes over the phone asking them to contact the same technician that installed it to came back and replace it they refused. They wanted to send me a new power cord when the problem was the connector on the back of the modem.
Another 30 minutes over the phone and finally they promised to send another modem.
I had to wait for many days to get the new modem and send back the old one to them, connected and installed by myself.
Now the problems starts.
We noticed that the connection speed was really really slow so I called them back after a week or so. They tried to make an upgrade on my bill to get better service but we refused,
We are not allowed to do the basic tasks due to the speed. No streaming music, no Skype which is the only one way I have to stay in touch with my family, no Netflix which I am religiously paying every single month and I am not able to use due to the connection speed. But the most important thing, I am not able to submit my job reports on time nor the right way due to the same reason. I am in trouble with my job now. So, I am forced to go to a Starbucks every single day with my laptop to perform my job the right way.
I kept calling the customer support but they keep offering me free stuff and trying to make an upgrade on my bill. As a consequence of my several calls I got different case numbers as follows:
HMJF3439HM 01-04-2014 this the technician report number/sign off
I know I’m missing some more numbers. I asked them also to send me a technician and they want me to pay for it. Of course I refused and then they agree to send this person at no charge. They said that will call me to make an appointment with the technician but they never called me back. So after so many days I had to call again and finally this noon a technician showed up at my house.
He connected his computer to run a speed test but in front of my eyes he connected the computer directly to the modem and not to the router. So I know that way they will get a higher value, which is not the real one. I told the technician this, and he smile at me and said: ” I agree with you but is the way they asked me to do it”
Anyways, after running the test we got 4.44 MBPS. This is very bad speed connection. A second test trowed away 3.7 MBPS which is obviously worse and unacceptable. The technician submit his report thru his phone to HughesNet and he agreed.with me that values are bad. Even when they tested the speed thru the modem and not thru the router.
Just to mention Verizon Fios is running up to 20 MBPS for upload and up to 50 MBPS for download.
I ran my own real tests online and the values are:
0.14 MBPS for download and 0.45 for upload. What a difference when the seller said is the same speed as Fios!
I ran HTML 5 internet speed test and bandwith test which are the most accurate online test.
Hughes Net – Inland Eempire, California 92571