HUGHESNET internet and voice service

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Dec 29, 2018
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#1
I have been a customer of HUGHESNET for several "weeks". I cannot get internet and the phone service horrible. My plan, according to the sales rep, of 20 GIGS was enough for my useage for a month. I rand out of GIGS after 15 days! The company told me to turn off my tv for the next couple of weeks until my gigs refreshed!?. Service is not as promised and reviews on BBB show I am not the only one with problems with them. There are over 1000 negative reviews, yet BBB rates them as A+? I want to cancel but they have $620 cancellation fee even though I have only been there a few weeks. I just want to pay what my bill is to date and not have early cancel fee when it is not my fault the service won't work. I had the service install on November the 3rd and my first complaint was on November 6 and every day thereafter!

In contacting representatives, then account specialists, then supervisors, i have found each person rude, immoral and argumentative. They don't listen and talk over you. I am really surprised I can't find any forum on this site specifically for this company. Every single person I have talked to says how bad the service is.

I simply want to part ways from them and no longer have their service without an early cancel fee since they cannot provide me with the paid service. Total of $620 that they are charging me for NOTHING.
 

weihlac

Verified Member
Jun 30, 2017
1,180
1,116
113
Maui Hawaii
#2
I have been a customer of HUGHESNET for several "weeks". I cannot get internet and the phone service horrible. My plan, according to the sales rep, of 20 GIGS was enough for my useage for a month. I rand out of GIGS after 15 days! The company told me to turn off my tv for the next couple of weeks until my gigs refreshed!?. Service is not as promised and reviews on BBB show I am not the only one with problems with them. There are over 1000 negative reviews, yet BBB rates them as A+? I want to cancel but they have $620 cancellation fee even though I have only been there a few weeks. I just want to pay what my bill is to date and not have early cancel fee when it is not my fault the service won't work. I had the service install on November the 3rd and my first complaint was on November 6 and every day thereafter!

In contacting representatives, then account specialists, then supervisors, i have found each person rude, immoral and argumentative. They don't listen and talk over you. I am really surprised I can't find any forum on this site specifically for this company. Every single person I have talked to says how bad the service is.

I simply want to part ways from them and no longer have their service without an early cancel fee since they cannot provide me with the paid service. Total of $620 that they are charging me for NOTHING.
Stop calling; use their cust serv email or another electronic contact method. Simply state that they cannot provide the contracted service and tell them you are canceling. Lists the issues in bullet points simply and without any judgemental comment. With your many calls, you have not developed and "paper " trail. If they cannot provide the service they have to let you cancel without penalty.
 
Likes: jsn55
Dec 29, 2018
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#3
Stop calling; use their cust serv email or another electronic contact method. Simply state that they cannot provide the contracted service and tell them you are canceling. Lists the issues in bullet points simply and without any judgemental comment. With your many calls, you have not developed and "paper " trail. If they cannot provide the service they have to let you cancel without penalty.
Thank you for answering! I am calling for exactly that reason. Everything is recorded by them and documented so there is a "trail" but I realize this just might "disappear" so I have also sent out an email to every executive email address I could find for Corporate Office asking politely for resolution. I will also try to find a customer service email as you suggested and cc to them also. I just don't have the kind of money they want to charge be for an early cancellation. I wish they would realize if people were happy we would not be calling at all. I seriously don't want to spend my time doing this.
 
Dec 29, 2018
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#5
Don’t email all of the executives at once- the email will go to spam.

Did you check their reputation before you signed up with them?
Thank you for answering Neil. Yes, I did check BBB rating prior to getting Hughesnet but was deceived by the A+ rating. I neglected to look at review because i trusted the rating, my fault. BUT now that I am having trouble i went further to investigate and there are over 1000 single star negative reviews and only 2 or 3 in the 2 star range. Nothing higher.... so how on earth do they qualify the A+ rating? I live in rural Idaho so they have pretty much monopolized the service provided. Now I see they have saturated the customer base which might be why so slow....in any event i am not getting what was promised so just want out without penalty. As for emailing all executives at once, I did the same email as a bc to all. Will this still get spammed? If so I will go back and send individually. THANK YOU!
 

jsn55

Verified Member
Dec 26, 2014
7,682
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San Francisco
#7
This must be very frustrating. If your credit card is automatically charged each month, get that stopped immediately. Do not dispute any of the charges with your CC, give Hughes a chance to make this right. Send customer service a polite, concise email advising them that you are not receiving the service you bought and want to cancel your account. Request an immediate cancellation and a refund of all that you've paid them so far. If anyone calls you, politely tell them that you wish to handle this all in writing and thank them for their concern. Don't let them bully you into anything, just be polite and get off the phone.

Wait a week and if no response, email the first executive. Wait a week before each submission. Remember that the person reading your letter did not cause yourproblem, and your job is to make that person want to help you. Tell them that you appreciate any help they may be able to give. Good luck and please let us know the outcome.
 
Likes: Neil Maley
Dec 29, 2018
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#8
How? They may pay to be a BBB member, and all they need to do is respond to a complaint- not necessarily fix it.

This is why we say the BBB can’t do a thing for anyone and is fairly useless.

You can file a complaint with the FCC.

https://www.fcc.gov/media/cable-television-where-file-complaints-regarding-cable-service
Neil...I have heard this before about BBB and couldn't believe it. So they can be bought? You're right, They are no good to us. I will send a complaint to your FCC link. I sent that email to all the Executives (before you told be not to) via BC. I have had two of them respond that they would look into it today at opening of business. I will give them a few days then go with all suggestions here. Thank you!
 
Dec 29, 2018
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#9
This must be very frustrating. If your credit card is automatically charged each month, get that stopped immediately. Do not dispute any of the charges with your CC, give Hughes a chance to make this right. Send customer service a polite, concise email advising them that you are not receiving the service you bought and want to cancel your account. Request an immediate cancellation and a refund of all that you've paid them so far. If anyone calls you, politely tell them that you wish to handle this all in writing and thank them for their concern. Don't let them bully you into anything, just be polite and get off the phone.

Wait a week and if no response, email the first executive. Wait a week before each submission. Remember that the person reading your letter did not cause yourproblem, and your job is to make that person want to help you. Tell them that you appreciate any help they may be able to give. Good luck and please let us know the outcome.
I DID have an autopay attached but switched the CC to an older card then cancelled the card. I felt they probably keep the number once you cancel and try to charge the card so I tried to stay ahead of them that way. I did send a fact filled, nice email..short and sweet and have had two responses saying they will look into. Now awaiting that promise. Thanks!
 

jsn55

Verified Member
Dec 26, 2014
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San Francisco
#10
Happy to hear that you're getting responses. On the auto payment credit card, please know that some banks will honor recurring payments even if a card is cancelled. This makes no sense, but I know that it occasionally happens.
 
Dec 29, 2018
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#11
well, a representative DID call me and she was just as curt and unhelpful as the rest of them. Said they did labor to get me hooked up and that they need to be compensated for that. Stated that they ported my old phone number and that is work...not true...I had to have a new phone number because they messed up on the porting of old number too. I am kind of out of options. I got the bill..so now do i have to pay it or can I fight it in some way. They told me to fight it in the collection process but I have HIGHER than excellent credit and don't want it affected. I have never seen a credit agency that listens anyway. What now?
 
Dec 29, 2018
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#14
UPDATE: I decided to bite the bullet and get on hughesnet chat line. I was determined...spent over an hour chatting with a rep. When I finally asked for a copy of the contract I signed stating I would be charged $620 ETF AND a copy of all my phone transcripts (because they constantly said I was being recorded)..they waived ALL FEES! My balance is zero! SO, my advice is, stick to your guns. Don't let them get away with this. I think the only way Hughesnet stays in business is by these fees they chrge. Reading over 1050 complaints...it can't be good for them. So I am finally happy. The money doesn't mean so much as the principle. YEAH!
 

jsn55

Verified Member
Dec 26, 2014
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San Francisco
#16
Well done! For those of us who are not just out of college, it is a learning curve these days to deal with companies. We're used to a company furnishing us a product that works, and we pay them for it. If we have issues, we make ONE phone call, a human answers, and takes care of our problem. Them days are gone, boys and girls! Today it's patience and persistence. Galling, but true.