Pradman Kaul, President
Hughes Network Systems, LLC
11717 Exploration Lane
Germantown, MD 20876 USA
3. SME00050693 (Current)
I write you here out of frustration, desperation, and anger too perhaps. My wife and I are seniors who have a small much needed on-line business to supplement my limited social security income. For many years, we have been customers of and depended on Hughes Net to provide our internet connectivity. For most of that time, we have been generally satisfied with doing so but a few months ago, that changed drastically.
For many weeks now, our on-line service has not been working right. We have made innumerable calls to your people. Both your techs and private techs we hired have checked our situation but the problem remains. All of our hardware (computers, routers, etc.,) have checked out to be performing correctly.
We need help with this. Our calls to your people have done us no good so I am writing to you directly. It is my hope that your sense of responsible business ethics, and human compassion, will elicit your personal assistance in this matter.
Please help us in this matter. Without our little on-line business, we are in a bad situation.
My wife knows much more about computer matters and this problem than I do and she is appending here further information on this:
Paul, I am not sure where to begin because this problem has been going on for over 6 months, the problem of pages not loading escalated beyond compare back in November.
For over 2 years we paid over $200 per month for an older business version of your service no one contacted us by mail or by phone to tell us that it was no longer available and yes your service started being metered.
The new service was installed on Dec 29, 2014, and since then technicians have been out six times. On Jan 30, a technician was out at our place and worked with Hughes technicians over the phone for over 3 hours—this time they changed the gateway. (The technician told us that if that did not solve the problem Hughes Net would put their “tier four” people on it.)
As of this moment the problem remains.
Since November we have lost about $2,000 in revenues, I have had to refund customers and as of today, I still cannot access Shopify once again. Furthermore, I cannot upload product to eBay, my primary store. I can start a listing sometimes it will let me add my pictures without errors and sometimes it will not. When it does, and clicks continue—the pages times out on some of these messages:
• Your connection has time-out
• The page is unavailable
• Connection has been reset
Sometimes pages load scrambled or with just the HTML other times, they load without the icons
Let me clarify—this works sometimes: if I reboot the modem, the router and all of the computers connected to our network and try again I may or may not be able to reach the website.
We have purchased top of the line routers and extenders—our wireless single is strong and broadcasting. Our private computer tech keeps our computers updated, our virus and malware protection properly installed. He runs regular scans to make sure we have no problems.
Today, January 31, 2014, I had ten business clients here to learn Social Media for Businesses in my workshop. I could not get into my pages before they got here but it was too late to cancel. I could not conduct training this morning—that cost me $550.00? (I refunded their money because I do not know when our business internet service is going to be working properly.)
At the time of my finishing this letter, I am attempting to list product on Shopify for each of the three products I have spend over an hour reloading, hitting the back button and starting all over again.
I do hope that you find a solution to this matter as expeditiously as we pay our bill each month for the last 9 years.
Marketing Your Product for Profit
260 Fullerville Road
Pitcairn, NY 13648
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