Hughes review: Internet service is no existant or little to poor for wife to do her RN job

I am filing this complaint against…
I am filing this complaint against HughesNet regarding their unreliable service, misrepresentation of plan capabilities, and an unfair $400 Early Termination Fee (ETF) for a standard 24-month contract.

We subscribed to HughesNet Fusion under the impression it was the best available option for our rural location. We were explicitly told there were "no data caps," which we now understand to be misleading due to the severe throttling after Priority Data is used, rendering the service unusable for critical applications.

This unreliability has severe consequences for my wife, who is a Registered Nurse. Her work is her sole responsibility from Monday through Friday, 8 am to 5 pm. Her job requires a stable, high-performance internet connection for video calls (VoIP) and VPN connections between doctors, nurse practitioners, and nursing homes during these exact hours. The current residential service is completely inadequate for this purpose. We experience daily outages, persistent echo and feedback on calls, and are forced to reset the equipment every few weeks, even when under our data threshold.

Critically, we were never informed about HughesNet's dedicated business plans, which feature "Daytime Data" specifically designed for professional use between 8 am and 6 pm. We were sold a residential plan as the "best" option, despite our clearly stated, full-time professional needs, which constitutes a significant misrepresentation.

We attempted to resolve this by contacting HughesNet, who offered only a $30 monthly credit, which does not address the fundamental issue of service quality. We have since ordered Starlink Max as a necessary alternative.

While we understand the contract terms, the service provided does not meet the basic standard required for a critical profession and was not as advertised. We request the BBB to review this case, particularly concerning the failure to inform us of the appropriate business-tier solution for our needs.