Experience with Hughes Satellite Broadband

I have a long 18 month consumer experience with HughesNet Satellite service (formerly known as Direcway). The connection speeds were not "lightening fast" like their ad on television suggested, in fact, at times it was as slow as a dial up line.

\The technical support is among the worst I've ever experienced with extremely inexperienced call center people, a normal wait time of about 1 hour to get to a representative, and the average tech call lasted about 2 hours if you weren't cut off.

After several technical hardware failures the company found it almost impossible to coordinate replacement parts. The radio died two times within a year and it took several 2 hour long phone calls to get them to send a replacement modem. When it arrived in the poorly protected packaging, it was damaged and unusable.

The support staff in India are not very helpful and just delay the process. Getting any stateside support is practically impossible and when you do get through they are rude and poorly trained.

I never had the company send a customer satisfaction survey. I asked them several times if they had such a survey tool and of course, they do not. I cancelled my service after several frustrating months of very slow service and equipment that only worked marginally. My advice is to avoid them unless you are a very patient person who has hours to spend on the telephone and are willing to repeat your problem several times to several people and still not have it resolved.

If I had to rate them on a scale of 1-10 (all things considered) I would rate them at a zero. (10 being the best). They are off the scale in terms of poor service. Without a doubt it is the worst consumer/customer experience I've ever had.

Thank you.

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