My story begins two years ago, when we made the switch from dial-up service to HughesNet Satellite Internet. We were really pleased and excited that we were finally out of the dark age of dial-up internet speed, but that Honeymoon phase only lasted about four (4) months.
We noticed a DRAMATIC drop in the speed of our internet connection. I'm not a techie so I'm not sure what the acutal connection speed is really supposed to be, but I do know it's nothing like it was when we first got it. Most of the time we cannot use our internet past 8pm EST because it's just too slow to load a basic page like my YAHOO! Mail account. Oh, and the e-mail service they provide you with your account is a load! It's so basic, even compared to Microsoft Outlook! They tried to upgrade it one time, but it failed and they had to go back to their old version.
Anyway, I have called their Customer Support Hotline many, many, many times and keep getting the same answers like: "You've exceeded your bandwith, so you have to let it rest for 24 hours." Which I don't understand how that happens. We're not even home using it during the day, and we don't download movies or songs so I don't understand how we can go over our cap so often. I've heard about this same complaint from other users, and the fact they never tell you about it until you've "exceeded" it. Most of the time when I notice our service more sluggish than usual I go online to check our usage, but sometimes the connection is so slow I cannot load their page. Then I'll call their Customer Support Hotline and it seems like there's ALWAYS a recording right when you call saying that there's been an issue with Transponder #whatever, and if you're on that transponder you'll have problems until further notice. And did I mention that's a recording EVERY time I call? They're ALWAYS having a problem with a transponder somewhere....
The most frustrating part of it all is that the Customer Service Reps are in India, and there's a language barrier on both ends and it can get very difficult to resolve an issue since we can't understand eachother half of the time. They must just read from a script because I'm always told the same things time and time again. I know it's not their fault but I don't see what the big deal is about sending somebody out to the house to look at our hardware and make sure everything is ok.
Finally, last week the connection just STOPPED working. I called Tech Support and was told to unplug and restart my computer, modem, and satellite "box" about a million times. I called two times, both time each representative told me to do the same things. Finally the second time the woman told me it must be my computer and I needed to contact my "system administrator." Well, I told her that the internet was not working on all THREE of our computers so it's not my computer, the problem is on their end. She put me on hold and after about 10 minutes she told me I had to buy another LAN Cable and that should resolve the problem. I asked her if there was any possible way to get someone out to the house to look at it after letting her know we'd been having nothing but problems with our service for the past YEAR. She said she understood our concearns but if we buy a cable it should be fine. Again, what's the big deal about putting in a work order and having someone come out to the house?!
So, I went and bought my $14 cable (which they should have sent us because it was THEIR hardware in the first place that "failed) hooked it up and expected great things to start happening but NOPE, still the same sluggish speed as usual, but atleast now it's "working..."
All of this and we're paying $70 a month for it. I do NOT recommond HughesNet to anybody. Stick with dial-up until another option comes into your area and it will save you a lot of headache and money.
Review about: Hughes Network Systems Internet Service.