Complain about a product or service

Hughes Network Systems

Sam of Lexington, TN August 19, 2006

Sam  of Lexington TN (08/19/06)
I purchased a satelite internet system from them in June 2005. I paid them for the installation and first month of service up front. The installer that was hired by Hughes Network Systems installed the dish with it pointing directly at the only tree in my front yard. This greatly interupted the signal from the satelite. I made several requests to have it relocated only to have a technician come out and re-point not re-locate my dish. This solved nothing. I have made my most recent attempt to have it relocated and have been told that they could relocate it but there would be a 125.00 charge. This seems so unfair. I paid Hughes for the installation. They hired the installer. Why should I have to pay again.

I have paid a total of 1620.00 to them in the last 15 months and have received poor service.

Alan of Scottsdale, AZ July 30, 2006

Alan of Scottsdale AZ (07/30/06)
I signed up with Hughes for satellite internet at my vacation home. For the last 2 days, the connectivity for upload speeds that I pay for 200kbs have been 0-10 kbs, which is slower than dial-up modem. I have submitted email form requests for technical support, and spent hours on the phone trying to get the escalated technical support they said I was eligible for.

The first time this occured, I waited 30 minutes on hold before giving up. I called back hours later, and the first gentlman said it would be 2-3 minutes. I waited 20 and gave up. I called back, and was told I would be connected right away. I spent 40 minutes on hold. The THIRD time, I was transferred and actually waited one hour and 50 minutes. A woman's voice would let me know every 3 minutes that my hold time was more than 15 minutes and suggested calling back at [unspecified] less busy times. Then her message changed to, your hold time is 5-15 minutes, so I thought I was getting closer. Twenty minuntes later, her message reverted to the more than 15 minutes.

Their customer service methods provide NO means to get human help. Their email forms are returned with donotreply@hughes.net addresses, their phone menus offer no means to get to a human operator. IN fact, I have no resources to obtain customer service. Their records indicate my case has been escalated but waiting almost 2 hours on hold is inexcusable.

Keith of Central City, CO July 1, 2006

Keith of Central City, CO (07/01/06)
Officially On April 22, 2006, Direcway.com became Hughes Network Systems. Ever since that date, I have been experiencing connection issues, while Direcway NEVER had any troubles.  Now they are Hughes and I will be lucky if I can finish this complaint before losing connection.

I live on a mountain top, south of Central City, CO. Satellite is my only option for internet and Hughes is the only provider. I pay 59.99 a month for what should be 24/7 service, and only getting about half of that.  I can not even get satisfactory assistance or answers through their customer care people.

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