Hughes
Reviews and Complaints

very rude, I have to call every other month to get my high speed internet reset from 1.3%. When we call we get individuals who are very dismissive and do not help, they put us on hold and pass us to other customer service reps telling us they are giving our call to a supervisor when in fact we get the very first person that we have already spoken to. date was 03/08/2022 at 9:00 pm I finally got off the phone at 11:00 pm and the internet was still not fast.

I purchased an internet connection from them in November. It didn't work from the start. I was on the phone with them daily because of buffering. That is poor or no connection to my TV. They kept promising to fix the problem. Even increasing me from a 60 $ plan to a 90 $ 50GB plan. That didn't work either. Eventually I had exceeded the 30 day warranty and they still hadn't fixed the problem. Now they are charging me a 422 $ early termination fee. They are supposed to be a "Satisfied or money back guarantee" company. I am asking for recourse in this matter.

In June of 2019 I called Hughesnet to up grade my service as I was unable to stream live broadcasts. They told me that I had 4G and need 5g and it would cost about $18/mth more. So we set up an appointment. They sent out an independent contractor to put a new dish on, aim it to the satellite and install a new 5G modem. They did this, I was at work and left my 33 year old daughter home to let him in and do his work. She paid him $100.00 in cash as he requested.

About a year later on May 14, 2021 The modem died and I called the independent contractor back, he eventually came out, replaced the modem for another $100.00 cash.

On 10/12/2021 I got and email from my Discover card saying there were unusual charges on my card, all from hughesnet. So I filed a complaint because I never authorized them to charge anything on my account. My Hughesnet bill is on autopay with my bank card / master charge.

Discover credited my card $870 for all of the overcharges. I called Hughesnet on 11/3/2021 to find out what was going on. It turns out as they informed me that it is their policy when you up date an account that they are required to close the old account and open a new one with the new equipment. And this is where the problems begin.

I spent 1 1/2 hours on the phone with one of their representatives. First off she told me that you never pay their contractors that everything would be on my bill. Red Flag. She wanted the serial number from my modem, I gave it to her right off the modem but she could not find a record of it. She asked me what I did with the old modems. I didn't do anything with them, I wasn't even home, you're service guy took them. They belong to him, not me.

So it gets better, the representative determined that I don't have a 5G modem I have a 4G modem. well what did I originally call for? An upgrade to 5g! So for 2 years Hughesnet was charging my old account that they never closed per their policy AND also charging my bank card for the up grade that I never got.

The representative and I concluded during this long phone call that their independent contractor did this without reporting it which is why I got a 4G modem twice, why I paid him $100.00 twice, why the 1st account never got closed and why there are no records of the serial numbers of the 2 missing modems.

I told them if they wanted answers to there where abouts of the modem that they needed to contact the guy with answers. That would be the independent contractor that they sent to my house. I had his business card in my hand to give them his name and contact information but they weren't interested in that. I found that unusual. He left me a small packet all legitimate looking with a "referral ID #. I gave this number to the hughesnet rep, guess what? no record of it either!

I called Hughesnet back on 11/11/2021 to try and resolve it after they investigated. So they said they would finally send me my 5G modem (2 1/2 years later) with a return label. I was to install the new modem myself, pack the old one up in the same box, return it and I would be getting a refund once they received the modem

on 12/28/2021 I get a letter concerning Hughesnet thinking it was my refund check. I was wrong, it was a letter from a collection agency saying that I owe hughesnet $378.13 for a modem. So I went to UPS page, entered the tracking number from the packing slip and found that they received the modem on 11/16/2021 at 10:27 at the dock. so I called the collection agency and told them, gave them the tracking number and thought this was resolved. Until yesterday when I got a second letter asking for the same amount for the same modem. Crazy!

So hughesnet wants to bill me for 2 1/2 years of service that I never got for an account that they never closed on top of the service that I was using for the same 2 1/2 years on a different account that I was still only getting 4G when the whole purpose was to get 5g! On top of wanting me to pay for a modem that I did return and have UPS proof of.

I am seeking legal representation about this.

What can you do for me? Any help would be much appreciated.

HUGHES NET INTERNET  1/17/2022

On 1/6/22  I called [protected]. I spoke to Melvin who said I could get the next day's install if I paid $69.99 now so that unfreezing my credit would not be necessary.  I agreed and was told the monthly bill would be $49.99.  This was the extent of our conversation other than taking my name, address and credit card number. I was signed on a Business Account...not Residential as wanted. Order#[protected]

1/7/22  Installation was completed by a man named Jeff ph [protected].  Jeff connected my TV to the 5g and explained that the buffing was normal while the router set itself up and that would go away after 24 hours.  It did not go away.  

 The following days I called every day to fix the problem 1/8/22 through 1/15/22 I called Hughes Net at [protected] and spoke to John, who after trying to help me sent me to Eric, who sent me to Christina, who sent me to Bryan, Krissy, David and finally talked to Kim.  At this point I wanted to Terminate this contract.  Kim pointed out that by getting the business deal by mistake was a great thing and I should try to keep it. The Speedtest by Ookla averaged 1.67 Download and .07 Upload.  TV and computer indicated my internet service was too slow.

1/14/22 I called [protected] I spoke to Cynthia in Customer Care to Terminate she said the Termination Fee would be $810.00 I said I would send the equipment back she said  no do not return, dispose of myself but indicated she could reduce the Fee by $200.00 issued case number [protected], account #[protected].  This was Not acceptable to me.

I called Hughes Net Corporate Office at [protected]. Spoke to David who was exasperated with the connection and with me...which, by the way, was through their Hughes Net system.  Finally shouted if I would open an Residential Account, have the new system installed then cancel the Business Account, that I had not asked for in the first place...that they may waive the fee.  I tried doing this. I was left on hold an extended period of time in excess of 30 mins finally talked with Customer Service, Christina who told me to hold for Business again she told me to ask if the Termination Fee  would be removed and would I get a credit for the $69.99 if I order a Residential service...I was sent to someone else who didn't know.

By 1/14/22  I have called every number listed I could find for Hughes Net to terminate this account, more than I have listed here, I spoke with more Reps than I have written down. Finally on 1/15/22

at 10:46 am I called Hughes Net again and spoke to Alex who passed me off to Luis. I was on the phone with Luis as he tried numerous ways to boost my router. I was on the phone with him until 5:00

pm when he had exhausted all possibilities and assigned me case #[protected]. Luis said Hughes Net was unable to service my location with adequate service and that I would have to call Monday the 17th to Terminate my Account and the Termination fee should be removed by supplying the ticket #[protected]. Luis said the Business Account Service Center was closed on Sunday and had already closed for the day on the 15th.

I called Hughes Net today, Monday the 17th...I got Alex again at 10:00 at [protected].  Alex said he found the ticket #[protected] and he would Terminate my Account but I would owe the $810.00 and no refund of the $69.99. I disputed what he told me so I was put on hold again.  He returned, said they would reduce the Termination Fee by 50% but would not refund the $69.99.  I feel they owe  me for what they put me through and false advertising.  I was not aware of the traps their company put people through...I am sure I'm not the only one.       .

I canceled my service after 2 months due to extremely slow service. I was informed that every customer is signed up for a 24 month commitment, and that I would be charged a $400 early termination fee. I asked about long term commitments when I signed up, and was told that I did not have to commit to a long term contract. There was also nothing noted about this on the website, or on my confirmation email.

HUGHES NET
I am a new customer and sad to see Consolidated Communications was not able to continue to service our area after our renters left our home. Unfortunately, for me and I am sure several other unhappy customers, they are the only option.
We had better customer and internet service on a remote island in Alaska! The issues below are STILL unresolved after 2 ½ months, since establishing with Hughes.
We established service for internet in early October 2021. Since then, Hughes has been HORRIBLE to work with. Poor customer service, sloppy work, unreturned calls and poor internet service. I have spent more than 40 hours trying to have Hughes and their installer COLD River Communications) do the right thing.
Hopefully this will save someone else the headache we have gone through.
We had equipment installed on 10/21/2021. The installer was Ethan from Cold River Communications. (I would highly suggest not working with them due to their poor, sloppy, and unprofessional work ethic).
The equipment was not installed in the correct place. I was unable to go outside and check their work as I had a severe ankle break. My fiancé came home and said it was not installed where we wanted it, as it was in direct view of the water out our window.
Called Hughes Net again to schedule a tech to install in the correct place, as he did not check with us the first time.
10/28/21
He came and moved the satellite to where my fiancé wanted it installed.
ISSUES: 8 ft cable not buried- SAFETY RISK
Old cement from improper install and bucket he borrowed thrown on lawn
Cable from satellite had 1 zip tie- blowing/flapping in wind
This is an example of sloppy and lazy work, reflecting on his company as well as Hughes net. Unprofessional. As I have an ankle injury, I was not able to go outside and make sure the work was done neatly and correctly.
Called Hughes again to have this issue made right. Per my request, I did not want the same install tech. I was unaware that this company is owned and run by 2 brothers. (CONFLICT OF INTEREST)
11/19/2021, Ethan's Brother Zach arrived to clean up their mess and bury the 8 ft of cord that was exposed. Only the cord was buried, cement and bucket left on my lawn, cable from satellite to base still not secured. Wire thrown against my house.
11/12/21
Spoke to Customer service-Tesha. I found I was charged $125 for this corrected re-install. I should not have been charged as this was done within 30 days of being a new customer.
2 case numbers for this call: [protected], [protected].
We told Tesha of our issue and she escalated this to the POST INSTALL DEPT and said someone would get back to us with in 3 days. I happened to miss these calls as I was unable to get to the phone quick enough, however I called back the number left on my voice mail and got a customer service tech in another country. As NO ONE contacted me from Post Install, I again had to follow up again with Hughes Net.
11/16/21 spoke to Reuben was this case escalated again. I was told someone would contact me within 24H. NO one called me back.
11/17/21 Spoke with Teres James
Stated he would transfer me to Post Install. He did not, I was transferred to another customer service tech, named Stephanie. She stated she would re-escalate this case, "re-opening it" I was told someone from Post Install would contact me within 3-5 days. No one did.
11/21/21 Spoke with Janella in South America
Case # [protected]
Asked Janella to read back our complaint, she refused to verify.
I was transferred to a supervisor. I was told my case was not documented correctly.
11/21/21 Called back spoke to Ceasar in Mexico.
Case # [protected]
Was told I would be charged $125 to bury the 8 ft of cable
Transferred to supervisor, Van.
Was given credit for $125 (should have been no charge as it was within 30 days of establishing with this horrible company)
This same issue again re-escalated and forwarded to Post Install. Please not that a customer is UNABLE to contact Post Install directly.
Was told they would contact me within 2-3days. They again, did not.
11/25/21 called 5 times in order to get someone in the US. Spoke to Sally Jo in AZ.
Stated nothing was written under one of the previous case numbers.
Case # [protected]
Transferred to another supervisor-Eric Harvey
Informed me that Cold River is run by 2 brothers.
Told me to call this company in regard to this complaint, if no one returned my call that Hughes net would step in and reach out to the distributor and resolve this issue.
Eric stated he would follow up by the next Sun/Mon. He did not follow up.
12/06/21 Spoke to Chris in TX.
Case RE-ESCALTED AGAIN
Told I would receive a call from Post Install within 3-5 days. NO CALL BACK
Transferred to Angel, another supervisor. On hold a very long time, with no updates. I was left hanging.
Was told Case # [protected] was not escalated correctly (Veronica 11/14/21)
He stated he got his manager involved.
NO CALL BACK from Post Install
12/10/21 Spoke to Denitra
The supervisor did NOT want to speak to me, however, I insisted. I was told there was nothing she could do.
I was told a MANAGER would call me back within 4 hrs. NO CALL BACK
12/10/2021 Spoke to Pamela as, AGAIN, I did not get a call back when I was told I would.
Case # [protected]
Transferred to supervisor in Mexico. Named Jessie
She was very patronizing and argumentive and I was told management does not get involved with issues that have not been resolved and that management is for administrative issues.
Placed ALERT on case.
Stated I would receive a call by mon. as that would be the 5th day.
NO CALL BACK
12/14/21 Spoke with Bachus South America
Case # [protected]
Told nothing could be done
Transferred to supervisor, named Veronica
Condescending, spoke over me, did not listen
Case re-escalated. Stated she would follow up Thursday.
Stated she emailed Sergio in Post Install and someone would get back to me within 3 days
She ended up being understanding
12/16/21 Raina Benic- Supervisor of Post Install finally followed up
She sent request that Cold River Communications follow up with me
Stated a report was made to distributor in regard to complaints of poor, sloppy work
Was not able to tell me who the distributor is.
Told her that NO ONE FROM POST INSTALL HAS FOLLOWED UP WITH ME FOR 2 MONTHS IN REGARD TO A PROBLEM THAT COULD HAVE BEEN FIXED WITHIN 20 MINUTES BY THE POST INSTALL TECH IF THE JOB WAS DONE PROFESSIONALLY AND DONE RIGHT!
Stated that she or Vincent (supervisors of Post Install) would follow up with me
Within the week. NO ONE CALLED ME BACK
THIS ISSUE IS STILL UNRESOLVED!

This goes to the original complaint the same thing happened to us back in 2012. And they continue to take money out until we close the account and started a new one. We have problems after 3 days. And try to cancel but couldn't because then we was told that we only had 24 hours to cancel services. Even though at the time we were told 14 days. I made a post about them on Facebook and my post was reported so I in the repost it again just to be in Facebook jail.

I have been hung up on more than once (even recorded.) This complany hates accountability and integrity. Because of the upload speeds I have been unable to continue teaching during the pandemic. I resigned from my public school position and cannot use the internet to teach virtually due to upload times being inadequate. The customer service is horrid. I have been on hold at least 5 hours in the 18 months I've had the service. The straw that broke the camel's back was after almost two hours and an anxiety pill later, I was hung up on again without being given any information about corporate's number, Alexander operator 241238 out of Houston, TX, hung up on me.

I have Dish and all there movie channels, I also have Hughes net we try to watch movies and all it does is buffer for 10 to 15 minutes then plays about 10 seconds of the movie then buffers all over again. I called dish they came and upgraded everything with new reciever everything, they told us that our speed is not fast enough from hughes net to watch these movies. I called Hughes net and they sent a new modem after spending 3 hours on the phone with 3 different people it still does the same thing, I ask them to send someone to my house to get this going and that was a week ago and several phone call later. I call and they keep telling me to connect with my computer, and have the TV going and talking on the phone and they will not let me ask a question they just keep on talking and confuse you even more, all I ask was send some one to my home and get this fixed and they refuse to do that

These people lock my service and said the credit card I use too pay my bill was not mind I lost my old credit card so I use a new one I had to fax bank statements letting them know it was me but it been a whole month I did hear anything back I call a thousand time they all tell me it will be 3 to 5 business days I told them I have kids in school and I need internet This is sad

Dear Sir,

On November 4, 2021 I had Hughesnet installed in my home. On November 6, 2021 the internet went down. I called around November 10, 2021 and we went through all the steps to get the internet up and running, but to no avail. I was told that December 16, 2021 was the earliest that I could get service. I informed them that this was unexceptable. I told them to figure out something and call me back (which they never did) I called around November 16, 2021 and was on the phone for over three hours. I informed them that if someone was not out on November 19th or 26th I would cancel my contract. A gentleman came on November 27, 2021. He did everything he could and still had no internet. I left Visat for Hughes, also I had Hughes around eight years ago.
I received an email stating that my bill was generated. I called November 29, 2021 and was told I would have to pay for the internet even though I did not have internet for the whole month and that once it was back on I would be credited. I cancelled my account with Hughesnet. I was on the phone for an hour and a half.
I have not had such terrible customer service with an internet company. I have to repeat things three to four times. When I asked to speak with a representative in the USA I was told that was not possible. Your customer service is terrible, I am really disapointed.

Susan Brewer
369 Crosby Heights
Waltham, VT 05491

We moved to a rural area in August here in Alabama, and the only internet option was satellite internet... Being 2021, I assumed Hughes Net had gotten all the bugs out of their system... I gave them a call and was told I would be able to watch NetFlix and YouTube with no problems >>> WRONG! Now 3 months into my subscription I realized I made a terrible mistake trusting this shady company, and got suckered into what is most definitely an anti-American pyramid scam to extract as much $$$ as possible with providing a decent service... I would have been as well off or better to buy into the dial-up our local phone company provides to homes in the rural areas not serviced by other internet providers... Hughes Net preys upon people who live out in the country...

On 10/272021 we paid our Hughes net bill. We usually pay by check but used a credit card. They took out $211.51 an told us the service would be back on in 1 hour. The service never came back on so we called back. They accused us of using someone else's credit card. We got our bank on the phone with them who verified all the information. Then the bank sent a fax of our account verifying it was us. We have had them on the phone every other day for a month and still no service.

Because we live in an area with no cable, no cell service and no 911, Hughes Net is our only life line. Our security network is down and we have to drive half way to town to make a phone call. Can someone please help us solve this problem, they have been paid over a month.

Cloudy day? No service. Rain? Definitely no service. Complained via phone and messenger. Nothing is wrong with your dish, or..your dish may need adjustment. No one knows. What I KNOW is that I am more down than up, and sick of contacting you. Your "service" is a complete rip off. I will also be making a complaint with the FCC.

Just installed and kept getting poor internet connection over and over ! Talked to three customer service reps who I could hardly understand that had me changing router programs…The best one called back from Venezuela. Oh boy! Still not working. This is the worst WiFi service ever and super slow even with the extra cost of "high speed internet ".
Canceled HughesNet 3 days later!

We obtain service less than 60 days ago and have had continued bad connections. We have spent over 10 hours on the phone with technical support to try and fix the issue. Obviously something is wrong with the equipment. I just spent another 2 hours today with technical support and ask if we are disconnected to please return call. After 2 hours the call was disconnected.

Hughes net wants us to pay a fee to come out and service the equipment. It hasn't worked properly since installation. We have upgraded the service because that was one of the solutions given.

This service is ridiculous!

Satellite Internet little to no service completely dead for over a month. I signed up for HughesNet January 2021 under the promise that there would be little to no problems. There has been nothing but problems. Poor technical service bad attitudes and general runaround. I've had zero Internet for over a month and all I get is excuses. I told him I'm not paying cancel my service because it's not do me any damn good. Now you [censored]s are screwing me for getting out of a contract that you didn't hold up your end.

Service inv # [protected] was for an upgrade from Gen4 to Gen5. They changed out the dish and the router but didn't have enough time to bury the new coaxial cable. Service rep said he would come back and bury cable when he had some daylight. After two months the cable is still sitting there on top of the grass.

Spoke with a customer service representative last week and they said it was my problem.

About a year ago my Hughesnet modem HT 1100 stopped working. your tech installed a Hughesnet wi-fi modem. Before the change I was getting a download speed of over 4.00 mbps and that was with my netgear router over wi-fi. With the new modem its less than 0.30 -0.60
mbps. I've read many complaints about your service that advertises 25 10 etc mbps but delivers much less. your techs seem to think its always ON OUR END BUT YOU ARE MISTAKEN. There are many complaints just like mine. You know it and I know it. Ive been with your service for a very long time. But I can't ENDURE DEALING WITH YOU ANY LONGER. WHEN MY 190 gb tokens run out your service is HISTORY! And OH! PLEASE! DON'T BLAME IT ON COVID!

My husband downloads music and movies to watch and listen to at a later time. Some of music he puts on cds to listen to in our car and pick up while we are in them. He nor I have any plans of selling the cds they are just for personal use. We are both in our 70s and the music his past time and he enjoys watching mostly war movies over and over as he is a viet nam vet.