August of 2008, I installed hughesnet as I found myself back College and in need of a service that would provide me with the ability to take on-line courses. Up until June 6 of 2010 I was happy with my service (although it was expensive and had low bandwidth) and not intended to switch, but that all changed when my modem broke. Let me briefly explain the problem.
June 8, 2010 8am
I called tech. services and after they tried to determine the problem by phone made an appointment for a service call. I was told this would occur in 1 to 2 days at $29.95 (Case# 2304471) and although it would put me slightly behind in my Pre-calculus class I agreed to stay by both my home and cell phone in order to wait for the call.
June 9, 2010 12 pm
I called tech services to check on the status of this service call, as I had not received a phone call (Case # 23060904). I was told that I would receive a call within the next 2 hours.
June 10, 2010 9:30am
I called account services to find out what the problem was as I had not received the previously promised calls and they referred me back to tech. services.
9:50 am
I called tech services and they informed me that there was a note on my account saying that there were six failed phone attempts by the installer starting on June 8 at 4pm. Since I had not left the house since the original call I told the tech employee that that was impossible and he told me that someone would call within the hour.
1:20 pm
I called account services, again explained the prior information as well as the fact that no one attempted to call as was promised at approximately 10 am. I was placed on hold in order for the account specialist to re over the notes on my account. After being placed on hold, the call was disconnected and I waited for a call back.
1:56 pm
I called back and once again was transferred to tech services. This was when I was told that someone had tried to call and after getting no answer, left a voice message saying that an installer could not be scheduled at this time and one would be scheduled as soon as possible. After explaining that I was a college student and falling behind in my class due to waiting around the house for an installer to come fix my modem, that is when I was told that there was no installer in my area and they were trying to find one who would respond as soon as possible (Case # 23076781). I then told him not to bother as I no longer needed Hughes net at Verizon was going to have me up and running within the hour and canceled the service call.
After hanging up with tech services, I placed yet another call to account services to cancel my account in which I once again had to explain to a service account manager the previous calls my urgency in needing internet service and she placed me on hold to find out what the status was on this problem. She explained that they were trying to find someone who would be able to respond to my area, which would not be until Monday June 14, 2010 and in the meantime offered me a free service call as well as a month’s free service (Case# 23076857). She then transferred my call to a service manager who informed me that after six failed phone call attempts to schedule an appointment, my original call had to be re-scheduled, which happened at 2 pm today, and that he/she would call me. He then told me to call account services back once this was completed in order to receive credit for these promised offers. I asked if he would just send me a new modem, but he said no, as he could not be sure that my modem was the problem.
June 11, 2010
Have not received a phone call, opened account with Verizon wireless, receiving two ½ times more bandwidth for less then what I was paying at Hughes net.
June 17, 2010
To date I have not received the first phone call from a technician or accounts services concerning my numerous phone calls and active case numbers.

Why am I so upset?
One: I was lied to concerning an appointment time (1-2 days) and that numerous phone attempts were made (although I carried both phones with me for days in order to not miss the anticipated call).
Two: if I had been told the truth from the beginning I could have traveled to the University in order to use the computer labs that would have prevented me from doing a marathon Friday through Tuesday to complete my course homework and tests that were due by June 15, 2010.
Three: I have a connection to Verizon that has two ½ times more usages available to me for $20.00 less a month than what I was paying Hughesnet.
Four: I continue to pay my last two-month subscription even though I cannot use it, as the modem is broken.
Five: A company is only as good as its word and technical support….Hughesnet failed and I was the one who suffered when I needed my service the most.

As of the 18th, I will no longer have internet service.
----- Original Message -----
From: mark [email protected]
Subject: Hughes internet service


HI, My name is Mark Walleman
On May 11th 2010, I went to a Hughesnet Website to order internet service. I got a confirmation e-mail thanking me for my order and they included site requirements for installation. On their site, The purchase price was listed as $398.97 and if I ordered by the 11th, there were rebates of $100.00, $99.00, and $75.00. That would bring the total installation price down to $124.97. I went ahead and ordered and thought it was odd that the order confirmation e-mail didn't give any receipt for the amount of the purchase. I thought it would be included when the installers came out. I was called and installation was sceduled for the 19th. I specified where I wanted the dish installed and it was within the requirements that I was given. When the installer came out, he argued with me that the dish would work fine mounted eight feet lower on the wall even though that position pointed the dish directly into two trees. I relented and the installers put the dish where they wanted. I should have stopped installation right then when I saw the problems they had getting a signal. The main reason I was switching to satellite was to be able to use a "Majicjack" internet phone system. The phone system required at least 80kbs upload speed and the hughesnet system was supposed to deliver at least 128kbs upload speed and that was well within what I was supposed to have. After the installers had left, I tried to install the Majicjack. I could place calls ok, but couldn't talk due to almost total breakup of the voice. I could hear who I called most of the time but they couldn't make out what I was saying. The Majicjack Tech support had me go to speedcheck.com and find out what speeds I was actually getting from Hughesnet. As it turned out, the actual upload speed I was getting varied from 10 to 45 kbs, but mostly fell around 15kbs. That was less than half the speed that I had been getting from the DSL line that Hughesnet was replacing and wasn't even close to the 128kbs that I was told I would get. I contacted Hughe's customer support and Tech people. The only solution Customer support had was to try to sell me an "upgrade package" to ensure that I wpould get a faster average upload speed for a higher monthly fee. Their Tech support people told me that it wouldn't matter how much speed I purchased because due to "Latency" in their system, the Majicjack would not work. The Majicjack people gave me no problem returning their hardware. I then contacted Hughe's Customer support to find out what I had to do to claim my "Rebates" and to question why my speeds weren't even close to what they advertised. I was referred to their literature that said "Speeds were not guaranteed". I told them I understood that I would not always get top speed, but evpected something reasonably close. I tested my speed on many occasions and the average overall speed is 1.75 out of a possible 5. I pointed out that it the same as them selling me "up to a dozen eggs" but when I got the carton, there were only three or four eggs in it. The rebates are another story. I asked about the three rebates, and was told that two of them were on their rebate site and the $75.00 rebate had to come from the dealer that sold me the service. I was given the rebate site address. I told customer service that I never got a receipt for the system and nowhere on the installation paperwork or the order confirmation that was e-mailed to me, was there any information whatsoever identifying who the dealer was or even a phone number. I had to press the customer service person to even give me the name and phone number. I was never given the address of the dealer. I tried to call the dealer with the number that I was given, and all it did was ring. There was no answering machine active. I then looked up the name of the dealer that was given to me and all I found under that name was a health insurance provider. So much for the $75.00 rebate. On the rebate site I was furnished; there was only a $100.00 rebate listed and a second rebate of up to $200.00 if you subscribed to a big ehough plan. There was no $99.00 rebate anywhere to be found on that site. The $100.00 rebate stated that it couldn't be used in conjunction with any other rebates and couldn't even be applied for until after two billing cycles and then wouldn't be issued for another six to eight weeks. There was no information on the ordering website that stated it would take up to four months to get your rebate and that only one rebate could be claimed. The site I ordered from showed three rebates and a total price of $124.97 with their calculator giving the impression that the rebates were instantaneous. As it turns out, the only thing about Hughes that is "instantaneous" is them charging your Visa card. When my billing became veiwable after the system was installed and I had registered, I brought up my bill. The charge they put on my Visa, is $498.97. I called Customer service again. I was told that the extra $100.00 covered the Unit, installation, the first month of service, and taxes. Even the online bill contained no itemization, just a charge figure. They also advertise a "30 day moneyback guarantee". I called to cancel on the second day and was pushed until I agreed to wait for the thrirty days which would be on June 18th. Today, on the 14th, I called and told them I wanted to cancel. I was told I would not be refunded the whole purchase price and that I would have to send the unit back at my own cost. They told me I would be out the $200.00 installation fee. I told them there was no information in their "moneyback guarantee" that gave those stipulations. The customer service person said he knows that there is no disclosure on the Hughesnet site that lets you know how much you won't be refunded. I told him that I wanted them to come and remove the dish and was told they would do that for an additional $100.00, but I would still have to send back the parts they wanted and would have to dispose of the rest at my own cost. At this point I lost my temper and the SOB is lucky he is in India or Pakistan or wherever he is because if he was closer, I would personally deliver the modem to him myself.
People really need to know what a blatant ripoff Hughesnet is so they don't get victimized the way I am.
If there is any way you can warn people, it would be a good thing.
Thank you, Mark
931-732-4667
735 Loyd Rd
Pulaski, tn 38478

It's slower than dialup when it works. Three trips by the tech, 2 new modems. Oh plus you have to wiat three days for tech to show up and all he does is change parts. Really Disapointed. I don't see how they can rip you off legally. Plus I'm out right at 600.00 bucks. Please don't even call them. Please save yourself the frustation.

I am required to log in an email and a password on HughesNet 's "Smart Viper" web window or cannot proceed any farther. I do not know what email it wants. I have tried every one I have but nothing is allowed that I try. To get my $100 rebate I have to log in first. I am stopped from proceeding any farther, furthermore the rebate site states also that I must have a printer to print out a rebate form to send in by snail-mail. This seems like a run- around bunch of bullxxxx!

HughesNet has a habit of cutting me off from internet access when they consider I've reached my "limit".
Even though I'm still paying for the service, after being cutoff, I have no access to the internt.
Within the United States, that's considered "Theft Of Services". Which is a punishable crime.
Gary Stanullwich