HughesNet Customer Service Issues

My HughesNet email account is experiencing issues forwarding incoming emails to my preferred Apple Mail account. Despite contacting HughesNet for assistance, they claim it's Apple's problem. However, after working with Apple's engineering team, they believe it's on HughesNet's end. Apple tech support suggests a joint call with HughesNet and me to resolve the issue. I've found that the initial support from HughesNet and Sutherland is not equipped to handle this. Apple Support and I are requesting higher-tier tech support from HughesNet to be our main contact for future calls. Having a direct contact and number for scheduling would streamline the process and aid in resolving this matter efficiently. Thank you.

My name is Jean J. My reference number is [redacted]08. When I closed my account, I was not informed about a device connected to my dish that needed to be returned. I have since cancelled my dish service. I later found out that a specific piece needed to be removed from the dish stand and returned with the equipment, which was never mentioned before and will cost me $[redacted], an expense I cannot afford. Upon visiting my old address at [redacted] Stillwell Rd. Apt 2, Cincinnati, Ohio [redacted], I noticed the new residents have the same setup as I had. I am concerned about the equipment and the piece I need to return, as it is unclear whether it was removed by HughesNet or is still in use by the new customer. I am unsure of the protocol for equipment left on the property after the previous customer has moved out.

I cancelled this service 4 months ago. I noticed you have been deducting it from my checking account. Please ensure I get refunded and cancel my service. I don't think I actually have service, but you keep charging me. Thank you, Crystal Brown. The reason why I had to cancel was due to issues with the service not working properly. It was always buffering every five minutes when I watched shows. Your customer service is excellent, though. I had to cancel a few months ago, and you keep charging me from my checking account. If you could reimburse me and take care of this, I would appreciate it. Thank you, Crystal Brown.

Hello, I recently cancelled my service and explained to the representative that I couldn't return the equipment due to dangerous icy conditions on my roof in Michigan. Despite the 45-day deadline, I managed to send back the equipment on time. However, I see that $[redacted].00 has been taken from my account today, causing financial difficulties as I'm on social security. Kindly refund this amount promptly. Thank you, Stephen H. [redacted] S Nicholas Ave White Cloud, Michigan

I have been experiencing frustratingly slow Hughes internet service. Despite paying monthly under a 2-year contract, the internet speed has been consistently unreliable. I specifically chose this service to ensure my children could utilize their iPads for schoolwork, but they have never been able to access the internet due to the poor connection. With the current situation of schools being closed and transitioning to online classes, it has become imperative that they have reliable internet access for their studies. I have attempted troubleshooting steps such as disconnecting wires and resetting the Wi-Fi box, but the issue persists. My attempts to contact support have been unsuccessful, with long wait times and ultimately no response. I am feeling frustrated, confused, and disappointed by this situation and urgently require assistance in resolving this matter.

We are experiencing a lack of internet service at my place, with my iPhone constantly showing only one bar. Despite the Dish technician setting everything up, my son indicates there is no connection. The primary reason for getting this service was to enable my mom, who struggles with macular degeneration and poor eyesight, to use the Hopper to change channels through voice commands. If this is the best internet service available, we may have to consider alternatives. Additionally, John, the representative I initially spoke with, mentioned a $[redacted] gift card would be sent approximately two months after installation, but I recently discovered that two paid invoices are required, although my payments are deducted from my checking account without receiving any updates from your company. I suspect there was an error in the setup process, and I am seeking some form of compensation. The severity of the issue became apparent when I attempted to use my iPhone for an emergency call and was unable to connect.

We signed up with your service around three weeks ago. However, since then, we have been experiencing continuous dropped calls and noticed the modem light flickering. When we reached out for help, after a long wait time, the issue was blamed on the ATA box, and we were charged $9 for shipping a replacement. Even with the new ATA box, we are now encountering a busy signal when trying to make outgoing calls. Despite going back to the old equipment, the problems persist. During a call on 3/27, after being on hold for over an hour, we got disconnected while being transferred and never received a callback. To make matters worse, our monthly bill exceeds the initial quote. We are extremely disappointed and wish to discontinue the service, therefore, please provide us with the return address for your equipment.

Account Number: DSS[redacted]6 Edward C. [redacted] E Ash Dr Morgantown, IN 46[redacted] USA I called earlier this month to cancel my service on 3/28/20. The representative assured me the account would be marked for cancellation on that date. I believe I have completed the required 24 months of service before terminating the contract. Despite receiving a bill on 3/20/20 via email, I still seek confirmation that the service has been canceled. Additionally, I would appreciate guidance on which components of the system I should return. My decision to cancel is due to the availability of fiber optic service with no data restrictions, offering superior speeds. Although your service has been reliable, it is time for me to upgrade. I thank you in advance for addressing this matter.

The installer completed the work and assured me everything was set up. I ran an internet test that appeared fine. However, when I tried to watch a video after he left, it was a disaster. Every 15-20 seconds, the screen froze and kept loading for nearly 30 seconds. Sometimes only two words would play before more loading. I attempted to watch one episode of a series, but in the 33-minute broadcast, I had to reset multiple times, and at one point, it jumped to a different episode. It was chaotic. I am within the 72-hour window allowed by the Uniform Commercial Code to cancel my contract, and I am canceling promptly. The video quality is unacceptable, and I cannot see how you can succeed with such issues.

Due to COVID-19, I am now required to work from home, and unfortunately, my productivity is significantly affected by the slow internet connection. As a result, I must cancel our service, effective immediately. I kindly request to waive any fees associated with the cancellation of the contract due to work reasons and the COVID-19 situation. Please contact me at [redacted] or [redacted]. Thank you for your understanding!

I am experiencing constant buffering issues while trying to watch movies and use apps online. Despite being told my speed plan was upgraded, the problem persists. My wife, who handles her elder sister's affairs online, now cannot access the internet on her devices. This lack of real-time response is unacceptable as we depend on online activities for bill payment, banking, and communication. If HughesNet cannot improve, I will seek an alternative provider. I was not offered other provider options during sign-up, and if given a choice, I would have preferred a non-satellite service. Please address this promptly.

We have been unable to access Netflix or YouTube TV for a week now. After speaking with Netflix, they indicated the issue is with our internet provider. This disrupted my daughter's online college classes, causing inconvenience as she had to go to town to work. Though we tried various troubleshooting steps like unplugging and resetting the modem, nothing has worked. Despite multiple attempts to reach customer support without speaking to a live agent, we have not received any assistance. We expect a pro-rated bill until services are restored, as we have paid for this month without usage. If this matter persists, we may consider switching providers. Kindly request prompt contact from a customer service representative to address this problem. Thank you, Jennifer L.

We sold our home on March 27, [redacted], and I've been attempting multiple times a day to contact Hughes Net to cancel the service. Despite the challenges posed by the virus, I understand the importance of maintaining connectivity as many are working remotely. Despite my repeated calls to customer service and unsuccessful attempts through GetHuman, I was only able to cancel the service after reaching out to corporate. However, Hughes Net was unwilling to retroactively cancel the service from the day we sold the house, leaving us without vital connectivity in our new remote location. I proposed keeping the equipment as a backup for emergencies, but my request was denied. This lack of flexibility will result in significant inconvenience as I may have to make multiple trips to town and endure lengthy delays for replacement equipment in case of any issues.

I have switched to a new internet provider and no longer require Hughes Net due to unsatisfactory service. When I contacted customer support, I received technical explanations for the issues, which didn't resolve my inability to work from home. I have disconnected the Hughesnet Box and am waiting to return it. Please provide instructions for the return process. Additionally, I need to stop the monthly debits from my Paw's account immediately. Richard L. at [redacted] Naples Court, Piedmont, SC, [redacted] lives with me and is affected by this change. Since April 3, [redacted], I have been using the new internet service and disconnected from Hughesnet. I expect no further charges on the account. For any communication, you can reach me at [redacted] under the name SHANKS. I have tried contacting customer service unsuccessfully and hence reaching out this way. Looking forward to a prompt response.

For about four weeks, I have been unable to access my email due to Hughes Net changing my username and password. Despite multiple attempts with various representatives, I have not received any assistance. I urgently need access to my email account [redacted] My contact number is [redacted].

My phone line is currently not operational. Despite multiple attempts of unplugging it for up to an hour and restarting, the issue persists. The phone produces garbled sound or shows a message indicating that the device is not recognized. Outgoing calls are not possible, although incoming calls are coming through. However, there is no sound on the other end. I even tried using a different phone to rule out a device issue, but the problem remains. It is crucial for me to have a functioning phone line, as it appears to be more frequently out of service than operational with your service.

I have been using their service for many years with a gen4 modem. Recently, I found out about the gen5 modem and had it installed. Despite this, they have continued to charge me for the gen4 modem. I have contacted customer service several times without success. The confusion caused by having the modems in different names also added to the issue. I have been charged for the gen4 modem for over 2 years, even though it is no longer compatible due to the gen5 installation. Additionally, the gen5 modem stopped working in November, leaving me paying for two non-functional modems. I would like the gen4 charges removed, reimbursement for those charges, a replacement for the gen5 modem, and the deletion of my hacked email accounts. If these issues are resolved, I am willing to continue using their service. Otherwise, I will need to cancel.

Subject: Refund Request for Part Return Dear Hughs Net, I recently noticed a charge of $[redacted].68 on my account for a part I am supposed to return. Due to the current shelter-in-place mandate, I have been unable to access the part since March. I plan to return it once the mandate is lifted on May 4, [redacted]. Considering my financial constraints and the circumstances, I kindly request a full refund of $[redacted].68 to help cover my expenses. Your understanding and flexibility during these challenging times would be greatly appreciated. I am grateful for your prompt attention to this matter and for processing the refund at your earliest convenience. I look forward to returning the product on May 4. Thank you for your cooperation and customer-oriented approach. Sincerely, Leah W. [redacted] Bell Ford Rd Marshfield, MO [redacted] Phone: [redacted]

I tried to cancel my service but faced long wait times on the phone and was eventually directed to call. After waiting for 35 minutes on the phone, I still haven't spoken to anyone. This frustrating experience is making me consider canceling my service even more. I hope to see a better resolution and not have this negatively affect my view of this company after being a customer for 4 years.

I have a rental property in Rome, GA where a previous tenant had Hughesnet installed without my consent. The tenant left and claims to have returned the modem but left the dish/antenna installed on the ground. I've heard Hughesnet doesn't require the dish back but charges for removal by their technician. I'd appreciate instructions from Hughesnet on how to remove the dish myself as I don't want it on my property.