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New Member

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7 Messages

Fri, Apr 10, 2020 7:08 PM

I need help ASAP (Hughesnet & AT&T Scam)

I contacted At&T on 2/8/2020 regarding internet service that I wanted to start at rent home I was moving in to after I had to sell my home due to some extreme traumatic occurrences. My spouse, who is a teacher, attempted suicide in August 2019 and has been in the hospital since then because of an autoimmune disorder that cause debilitating complications which was the catalyst for the suicide attempt. I also I had just went through Tropical Storm Imelda which as a result I lost all of my personal property and home due to flooding. I decided to move to a rent home after building up savings while living with my parents after the loss of income from my spouse not working and increased medical bills.

When I contacted AT&T on 2/8/2020 the representative informed me that the only option they had for internet at the location I was renting was a slow connection of 1.5 Mbs. I am a Mental Health Therapist and know how much data I need to support what I do from home for my business. I was sad that was the only option AT&T had available for me. The representative then told me she had another option for me which was HughesNet. She recommended a data plan to me based on what I told her I used the internet for. I had already did some research and found that AT&T and HughesNet were my only options in the area. I was unaware AT&T and Hughesnet were affiliated until the representative informed me of a merger between the companies. I was a loyal AT&T cellular service customer for many years and still have Mobile Data through AT&T however I moved to Sprint for my cellular services due to increased cost in my phone bill. However, I still had faith that AT&T was a company that cared about their customers.

I hesitantly decided to go with the recommendation of the AT&T representative. She set me up with HughesNet and scheduled the installation for the following day. I received a call from the HughesNet installer that he did not have a pole for the Satellite and if I did not want the Satellite hooked to my house then he could not do the installation at the time that was given to me. He then went on to say that mounting the Satellite to the roof would produce much higher quality data streams versus mounting on a pole. I agreed to the mount on the roof. When he arrived he saw that there was a DirectTV pole already available in the yard and informed me he was going to use the pole instead. This contradicted what he had just told me regarding it being better to have the Satellite mounted to my roof which made me feel he lied to me or just wanted to take the easier of the two installation options he now had. The Satellite is pointed directly at a tree, by the way.

I have now done more research regarding AT&T and HughesNet and know that I am not the only one experiencing the aforementioned issues and the following issues:

The installer left before I was able to even connect to the internet. He stated there was nothing he could do because it was showing good signal on his side. He informed me to contact HughesNet support and left. I have all the data to back up the insidious customer and technical support I have received from HughesNet. I have made over twenty calls regarding no internet access and incredibly slow internet access (Before COVID19), mind you. I cant even get 1.5 Mbs that I could of received from AT&T. I have been hung up on, treated as though I was doing something wrong when asked multiple times during the same phone call to complete the same task again and again, put on hold for hours, or have the issue somewhat fixed only to have the issue occur the following day. Since COVID 19 I had to move to offer mental health therapy via Teletherapy and had to use my home network due to being quarantined. I literally had to stop my business because the internet bandwidth was so bad I could not even use it. Somehow, my data was being used 5 to 6 Gigs a day when I had done everything asked regarding turning off updates, making sure only one device was connected, using the 2am to 8am time for downloads. I have bought over $150 dollars in data tokens, recently moved up to the next data plan through the advice of a Hughesnet Customer service representative. I now have a bill for $203 dollars (which was due on April 8th I have not paid it because my bank account was hacked in to and I had to get a new card mailed to me), I literally have useless internet, and no one at HughesNet or AT&T will answer the phone, return an email, or chat.

I cannot give the mental health support to the people that need it the most due to this. I feel as though I and so many other are being lied to, treated like we are just a number, and honestly taken advantage of. I could go on and on about the issues I have had with Hughesnet but I hope I have expressed myself well enough. I don't understand the true relationship between AT&T and Hughesnet but I feel swindled and want to join with so many thousands possibly millions of other that would join a (Edited per community guidelines) (Edited per community guidelines) against AT&T and HughesNet. I would like someone to respond to me that can actually help me and not pon me off to someone else.

Constructive

Employee

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30K Messages

3 years ago

im not sure what your asking for from us customers, hughes net isnt owned by at&t if there are service issues then you need to contact them not at&t, im assuming your installer was a 3rd party authorized installer as directv techs do not install satellite internet services thrid party installers will install wild blue, hughes net, directv and dish

the only relationship with at&t is we cant provide you service but heres someone who can we can send the paperwork over to them for you since we have all the info already.

New Member

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7 Messages

What I'm saying is I contacted AT&T for internet service and an AT&T representative set me up with Hughesnet instead of AT&T so there is a relationship because she set up the entire process. I contacted the main number for AT&T it was not a third party.

New Member

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7 Messages

Have you done any research to see that this is something that has happened to many people. The reason I found this forum and created this post is from a person asking the same exact question to an AT&T employee and the employee apologized saying that there employees should not be doing what was eventually done to me. I will post one of the posts here in just a minute.

New Member

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7 Messages

https://forums.att.com/conversations/att-internet-plans/hughes-net/5defc305bad5f2f606e5decd

New Member

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7 Messages

AT&T Community Forums
AT&T Community Forums


Danman

1 Message

Jan 12, 2018

Hughes Net
I have AT&T unlimited & Directv. I recently moved where internet service is poor. Directv rep promoted Hughes Net as an alternative and High Speed provider. This turned into an absolute nightmare. Their service never worked correctly, the installation was improperly done and now I've been billed for a month of service I never used and got $400 taken out of my account for early termination. Directv you've turned a loyal subscriber into a really disgruntled customer. Don't ever promote someone else's services and everyone out there don't ever use Hughes Net.

Comment on this post here...
Responses

ATTHelpForums

+40 more

Community Support

2.4K Messages

Hi @Danman,

I apologize about the suggestion made from our representative. We do inform our employees not to promote other products, but they are allowed to speak freely, and I am hoping that they were only offering it as a suggestion from their own personal experience. I greatly apologize about your experience, and I would be happy to make sure this representative does not do this again. If you could please send a private message with your account number, I will investigate this further.


David, AT&T Community Specialist

AT&T Help

Need help with an account specific question? Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Reply to this comment here...

Daewind

Contributor

1 Message

a year ago

Had a similar experience. Loyal ATT customer for 10+ years. Ordered directv but because remote area rep suggested Hughes net. Was told a one year term for internet bundle by at&t rep .I said ok, I'll give them a chance. Service turns out to be terrible, I mean terrible. I ordered spectrum and tried to cancel at one year mark..hughesnet says the agreement is two years and I have to pay 260 termination fee. Honestly I'm so mad I'm about ready to cancel all my services with ATT

Reply to this comment here...

swkdgd365

Contributor

1 Message

5 months ago

I have the same problem. The service hardly ever works and they want to charge an early termination fee when I wasn't made aware of that on my contract. I simply asked for a bundle thinking the internet was provided by AT&T. On top of all that Hughesnet keep taking money from my bank account even though I didn't sign for autopay. Apparently they took my card info when I signed up without my consent. I've repeatedly asked customer service to remove my card from autopay to no availability.

New Member

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7 Messages

There are thousands of other posts related to this type of activity from AT&T representatives.

New Member

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1 Message

2 years ago

I'm looking into the legality of the relationship between AT&T and Hughes.net...  I LITERALLY have neighbors with AT&T Fiber all around me... but I was told by an AT&T agent that our house was "officially zoned" for Hughes.net... an AT&T PARTNER... so they couldn't service our home... (Edited per community guidelines)!

I spoke with friends on the city council, and they've never heard of such "zoning". 

(edited)

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