Hughes Network Systems

Review: I have been with this company for many years. when my internet stopped working I called the company they informed me that the plan I had was no longer offered. Which was at the time 4G every day. I was informed that I had to up grade my service so I did. To my surprise it wasn't a up grade. they put me in a Gen4 plan. which only gives you about a week of service a month. I have contacted the company several times about this issue telling them how unhappy I am with this product that they sold me. When they set me up for this I was informed about how great this was and that if I used the 4G up that it would slow down a bit but wouldn't notice it. When the service man came out to set it up he said the same thing. Now I'm stuck in a contract with this company for a year. Can you please help with this and maybe warn others of this companies poor serviceDesired Settlement: Either let me out of this contract or give me a acceptable service. What I had before they switch me to this bad plan

Business

Response:

August 21, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her service. Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with [redacted]. Our records indicate that [redacted]’s service was activated on March 12, 2012 and upgraded to Gen4 service on June 5, 2014. Relative to [redacted]’s concerns, our service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month. [redacted] is currently receiving 15GB each of anytime and bonus bytes per month. It is recommended that [redacted] contact technical support and have them help register her with the customer management center so that she can see her usage real time as well as be able to monitor her usage. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. All customers are given 30 days to cancel without penalty. Currently [redacted] is receiving a service discount of $10 per month for six months. We will increase that discount by $10 making it $20 per month for six months. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]

You want the real review and rating for this horrible company? Google HughesNet Reviews. They lie, they do not care about their customers, the slowest inter I have ever had in my life. They have limits like a phone plan and the price is outragous for what little we have. You can not play games with them, download speed is horrible and upload speed is even worse ping is awful and I can keep going on. A+ Rating on Revdex.com? Should be a FFF.

Review: After faxing proof of checks clearing bank, the company insists I am outstanding one billing cycle payment. Problem started when I upgraded to [redacted] program and new equipment installation ($218.01, including tax) on January 4th, 2013. First they stated I owed for December, so I sent proof of check clearance from bank. Then second call it was a different story, stating it was the January payment, so sent a fax copy of cleared check. They have failed to fix this problem, stating I owe an additional $86.12 above the installation fee, yet my current payment for March was made and recorded (according to their invoice at website) was made, which left the balance owed for installation until next billing cycle of April 10th or April 12th. When upgrading this problem started, and they changed by billing due date to the 10th of the month and another invoice showed 12th of month. In addition, they have not sent me a paper invoice to my address since January of 2013, but still charge me a $5 fee. The last time I called they stated the extra charge was advance payment required - I had already initiated advance payments in billing cycle when I first became a customer in 2011. Since all payments are current (to March billing cycle) minus the installation fee which I will send this month, overcharge of $86.12 is still present on my online invoice. I asked for paper statements because I continually have difficulty with their online service.

Today, March 10th, I called once again to attempt to fix this problem and got the same problems that the person stated what was on their computer screen and not showing I proved with four fax'd cleared checks that I was current, plus the check recorded for month of March (paid until next billing cycle in April). This problem began when I upgraded to [redacted], including the problem that their website was not allowing me access to my account.

This last call, the person, [redacted], stated that I will be charged $5 fee even if I do not receive a paper statement because I am not on their automatic payment program. I cannot trust these people with automatic access to my account, especially since it is my checking account and it would cause problems when they cannot keep my account straight. If this practice is not against the law or under any business ethics regulation - than it should be. Customers should not be charged a fee when they do not receive paper statements and told that fee will be charged (even when I go to website and print out invoice there) if I do not go on their automatic payment plan. It is bad enough I am on a renewed 24-month contract, because they said I have to extend my contract for upgrading.

This customer does not or at least the employees there are not informed what "customer service" is. Despite faxing copies of cleared bank checks showing my monthly payments were up-to-date, they refuse to correct my account - especially since they cannot show what those charges are for except erroneously stating that one month was not paid -- and that month changes when I call to fix it.Desired Settlement: I want my account repaired showing present payment for installation including taxes of $218.01, to be paid this month and no payment due until April billing cycle and a firm due date (April 4th, April 10th, or April 12th). I also do not want to be charged a $5 fee when I can print a copy of my invoice and mail a bank check. I also want their website to allow me access to my account so I can perform required account management and printing invoices for same reason.

It is odd that after I the person hung up on me at billing offices, I could not access my invoice in order to attempt to print it again.

This nightmare began when I upgraded in January of 2013 to [redacted] system. I already lost a good deal of money since I previously owned my equipment (Hughes-9000) for which I could not get credit for. In addition, I cannot obtain my $50 rebate because they have not sent a paper invoice or have been able to print two invoice proofs that I pay my bill as part of the rebate requirement. So I am also losing $50 from that.

In all my long years doing business, I have never been so frustrated and depressed over the circumstances involved in this nightmare. Despite my proof, employees still consider wha they see on their screens as correct. The last call or the previous one, I asked to speak to a manager who did nothing to fix the problem and told me to write to the corporate office in Maryland. I do not understand why they cannot see with copies of cleared bank checks that this has not been corrected. When I fax'd the documents, I did not receive a courtesy email notifying they recieved my fax and the fax system verified being sent to their fax number at:

I was so upset during the last call I began to raise my voice, and I apologize to [redacted]; however, it seems he was trained to say "NO" no matter what proof was presented - especially after 4 or 5 phone calls and speaking once to a supervisor. I should not be this upset, I had to take a blood pressure pill after I discovered while put on hold, the line disconnected and I could not access my account online to try to print the current invoice.

I do not care about apologies, I want my account corrected.

Business

Response:

March 13, 2013

Review: Difficulty locating proper phone number to have service terminated and speak to a person rather than a machine

Trying to terminate service with this company is like pulling teeth from a chicken. The phone numbers all had automated machines and no way to reach a person. Finally tried calling as if I wanted to start service and finally got a real person. Not that English was their first language, but a least alive. After getting about 10 different stories on how to do this and being told I would be charged a herendus $$ figure for early termination, I lost it. All said and done I did get them to send me a reimbursement. But I had a knock down drag out fight getting it. My advice to all how consider this company DON'T!! Anybody but them. You end up paying through the nose (or other parts of your anatomy) for really bad service. I don't expect this to get resolved beyond what I was able to accomplish myself. I just wanted to warn all who read this to seriously consider other options for companies to deal with. It will save you $$ and a lot of frustration.Desired Settlement: I don't expect a settlement beyond what I was able to accomplish. Just wanted to post a warning to others.

Business

Response:

May 7, 2013

Review: When my husband [redacted] and I signed up with Hughes Net a week ago, we were told we would have 30 days to pay for the equipment and we were getting free installation. After very poor service we called to inquire about cancelling on the 12th, when I was told there would be no out of pocket expense. Two days later we were charged $336 although we specifically asked not to be on auto pay. I called with my husband on the line on the 14th were [redacted] told us we would receive a refund for $200 within 7 days. I asked again if it was 7 days. He replied yes. Then at the end of the call I asked again and he said it was 7 days after they received the equipment. Finished call and called back later and spent another two houd s on the phone. I reached a supervisor [redacted] who said they would refund another 59.99. Explaining I couldn't wait two weeks for a refund after they received the equipment, he told me to call back with the tracking number from UPS, and once it was showing on their system, they sould issue a refund in the amount of 259.99. I packed up everything, spent another 21 dollars to ship it, and called Huges Net. I was told everything was ready to issue the refund, but the department was closed, and asked I call back the next day, the 15th. I called amd spent another hour on the phone with Hughes Net where I was told they wouldn't refund it until they receivedthe eauipment in their warehouse. I asked about [redacted]'s promise it about it be issued aith the tracking number. Evan told me he didn't believe me [redacted] said that. I asked him to play the phone call I had with [redacted], where he informed me it didn't matter what [redacted] said, he was still going to follow policy and not refund my money which was taken by an unauthorized debit c ard transaction would not be credited back.Desired Settlement: I would like my entire $336 credited back onto my debit card plus additional fees I have to pay because of late fees because I am unable to pay my bills. I would also like an apology for all of my wasted time because of this.

Business

Response:

June 18, 2013

Review: This company is very difficult to work with. It has taken me several attempts to try to correct proble** that I have expeienced with them. It is extrememly difficult to rectify proble** with them, it takes several attempts, and several different individuals to get a problem solved. They are not very willing to let a person out of a contract even if the services provided are not working properly. I do have documentation from a representative from the comany from back in June/July trying to recitify a situation with them, that kind of just dead ended. Then I again this week experienced another problem with them, and was able to recitify part of the issue but not to my satisafaction.Desired Settlement: I would like to discontinue the service but not have to pay the early termination fee, as they are well aware that the service has not worked properly from the beginning.

Business

Response:

November 12, 2013

Review: I am continuing to be billed for internet service that I never received at all at any time. I'm being charged a deinstallation fee of $100.00 + $8.25 for taxes on this service=$108.25, which customer service promised would be waived. The bill is for a total of $108.25. I never received even one second of internet service. I've spoken to customer service rep's & management regarding this. They don't provide an address with their bill where I can contact them in writing. I'm done with speaking to their customer service department & management. They lie, shoot the breeze & promise that I won't have to pay for service, installation & deinstallation that they claim is free. I've moved & they've my life just miserable. Something should be done about their illicit business practices, empty promise, lies & deceipt with their installation, defective equipment, & empty promises that I will be a full credit for the nightmare that they've put me through. I'm a 54 yr. old woman. They changed my password from [redacted] to [redacted] to insult my intelligience. What type of business practice is that? Isn't that discrimination & harassing someone's intelligience? How professional is that anyway? Why do their customer rep's & manangement constantly lie & tell a customer that there service won't be billed since there wasn't any service even provided. I shouldn't have to pay for installation or deinstallation for a service that was never provided. I'm tired of this mess & can't even be given an address where I can write a complaint to. I was hung up on at least 25 times by their customer rep yet they always call wanting a payment. Something needs to be done about this disception & horrible business practices. They are inept & treat people like they are dirt under their feet. I wish that I'd never heard of this company & want this settled & for them to stop calling me. I'm not paying for something that wasn't ever received or provided.Desired Settlement: I want the $108.25 to be credit to my account which is [redacted], Invoice #: [redacted] & issued on 10-15-13. I want them to stop calling & harassing me over a bill that I don't owe in any fashion. I'm tired of being harassed & lied to. Please have them credit my account. I'd also like an apology letter as to how incompetent their employees, management & service is. I didn't deserve to be lied to & treated like I have been. It was insulting to have my password changed from [redacted] to [redacted]. They are the slow ones & completely incompetent. I have a Bachelor of Business Administration degree. I'm shocked at how the company if run & how terrible that they treat their customers. I want this settled asap. I want the phone calls to stop. I want a letter of apology as soon as possible along with the adjustment on my closed account. I'm done with them & want it publsihed as to what a horrible company they are.

Business

Response:

November 21, 2013

Review: Company wants to charge over $350 for stopping bad service, it doesn't work half the time.

In January of this year we ordered HughesNet internet. It worked for the first couple of weeks. I have called and chatted with customer service reps several times and nothing is ever done. I have even upgraded service thinking that it might help but it doesn't. I called to cancel service today and was told I would be charged $355 to cancel. Really, I made an effort to stay with this company by trying customer service and got no where for 5 months. I asked for a technician to come out thinking it might be my dish I was told they didn't do that, but I am being charged for that "just in case stuff". So why I am I paying for it if I don't get it? Also they have debited my card several times without my permission. This happened 5 times, it put me in the red and I am still paying for it even though I signed up for paper billing. They said they would take $20 off my bill every month for 6 months, that didn't happen either! I am tired of paying for service that doesn't work half the time and no one wants to help. They didn't live up to their great internet with fast speeds, so why should I be held to a contract that they clearly live up to? I need some answers and customer service is no help. I was passed to a third party company who wanted to charge me $99 to "look" at the problem....needless to say I just don't see how a company who makes statements regarding great service gives me one that only works half the time or not at all....I told the customer service rep now I understand why so many complaints have been filed against them, she said nothing ever happens. I am tired of being taken advantage of and shelling out for a service that doesn't work right is just plain wrong.Desired Settlement: All I really want is to send back my equipment and be done with the poor service and not be charged this outrageous amount. Because they didn't hold up to their end of the contract. There is no great service when it doesn't work half the time.

Business

Response:

July 1, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] encountered with our service, we will cancel the account without penalty, bringing the closing balance to $0.00. A box will be shipped to the address on file after cancellation. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] wound need to contact me at the number below of her preferred cancellation date. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] ###-###-#### Executive Customer Support [email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I requested HughesNet service be installed in my home on April 18th of this year. Within days after the installation I called to cancel the service and a [redacted] box and return label was shipped to my home for the products return. I was required to send back the modem and the transmitter. I repackaged the equipment following the instructions in the box and took the package to my local [redacted] store for shipping. I have since lost the tracking number for this package.

Last month I received an additional box and return label from HughesNet. I thought this was an error and I did not call the company.

Today there was a note on my door from [redacted] that advised they were here to pick up a package. I did not schedule a pick up. I called HughesNet today as I started to think that this had something to do with them. I was told that they did not receive the returned equipment. I shipped this equipment back in April using their box and their return label.

I have been advised by an associate that I would not be billed for the 'unreturned' equipment, but I now fear that my credit report may be in danger since I was required to provide my social security number at the time of sign up. I would not be so concerned, except I have no faith that this company has any idea what is going on.

HughesNet customer service is horrific. You receive a case number for each call, but when you call back no one knows what is going on or what happened in the previous call. Their voice response system is impossible to navigate through as any background noise prompts the "operator" to say 'I didn't get that.' When you finally speak to a person, they have no idea which way is up and you can almost count on being placed on hold at least 4 times.Desired Settlement: I would like a written letter of apology from HughesNet.

In this letter I would like confirmation that my credit card will not be charged for the equipment that I returned. I would also like confirmation that my credit will not be impacted. I have suffered more than enough for their ignorance and I am now stuck with the remnants of a satellite dish that is no more than a hood ornament for my house and a hole in my siding from the it they contracted out to install this sub-par and worthless internet service. A letter of apology is the very least that they can do.

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 26, 2014 and requested to cancel her service on April 28, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes has received [redacted]’s leased equipment and there won’t be any unreturned equipment charges or any other charges on the account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Keep trying to collect payment for service I dont have.

Acct # [redacted] Internet service only.

Paid first month (nov. 2012)although service was only for about a week.

(nov. 18th started with another company)

Called Dec. 8th to make sure acct was closed,and no further billing would occur.

Received email from credit dept. stating acct was closed.

My credit card was billed for Dec. anyway I stopped further action from Hughes billing and They returned payment- stating it was showing as a credit to my acct already. So I told them to return to my Card and they did.

Received letter from Hughes dated Jan 4th 2013 That they have been unable to process billing me for my service and they would disconnect my service in 7 days.(I have not had service since Nov.18,2012)

And I have been harassed every since.

The latest being through a co. named [redacted] Who when asked what this was for stated she did not know --just that they stated to collect 61.66 from me for service.(she had no infor. pertaining to dates of service) I tried to explain that I had not had service since a week after connecting due to service issues and acct was closed and they refunded dec. amt since it was billed in error. She got an attitude so I did also and we disconnected.Desired Settlement: Hughes net was pd for a full month of service that was used for about a week.

the dec payment was returned and I have nothing else to do with them.

As far as I am concered we are through.

So stop the harassing and inform the credit dept and billing or orders dept.of this.

there should be lots of notes about this in their records. I have returned calls repeatedly and they state its taken care of then weeks later a new party is contacting me for the same thing.If this is the wrong office pleas

Business

Response:

March 4, 2013

Review: When I contacted Hughesnet I was told that since I was a first time customer I would receive free installation and a 30 day money back guarentee. They finally came with the right equipment 3 days after I was supposed to have it. The installer tried to charge me for the equipment (pole). He improperly installed it in the ground with dry cement. After I tried many times to connect to the internet I called their "tech line". After being put on hold for almost an hour I hung up. It took me 2 hours the next day to terminate my service and was told they were charging me about 52.00 for the service.Desired Settlement: Free should mean free and since I cancelled my service well before the 30 day period I shouldn't have been charged.

Business

Response:

March 12, 2013

Review: Services canceled. Money continues to be drafted out of my acct.

On Feb. 7, 2013, I called and spoke with [redacted] at Hughes net to cancel services. At this time I received a confirmation number and was transferred to another line that went directly to a recording stating that the call was not connected. On march 5 $67 was drafted out of my acct. I called Hughesnet again to request money be refunded since I had terminated services. The customer service rep. Stated that he had seen where my request had been noted on my acct. Again I was transferred to another line stating that my call was not connected and I must call the 800 number back. This is what I did. This time, [redacted], another customer service rep. Informed me that my acct was still active because I had not spoken to accts management. I told him I did not wish to be transferred because each time, it was the same recording. He assured me that someone would be on the line to help me. He was sending me to a "direct" line. Yet again, the same recording. I have spent over 120 min on hold and speaking to several different reps only to be given the run around. I almost fel as if this is a ploy just to keep your money! Before this incident, I referred my friends and family to hughesnet, but after this, I certainly will not. I feel the only fair resolution is to credit my acct back and cancel my services. If the rep provided a confirmation number and it's noted on my acct that I wished to cancel, why must I tell several other depts?Desired Settlement: I want my last months bill credited back to my acct and services terminated.

Business

Response:

March 21, 2013

Review: I upgrades to Gen4 and was not made aware of their Fair Access Policy.

We have been customers of HughesNet for about a year but could not stream Netflix or youtube videos. We wanted to cancel our satellite TV subscription and just stream Netflix. We decided to upgrade our satellite internet to Gen4, which promised better speed and the capability to stream Netflix. The cost to upgrade was $200. After the upgrade we were able to stream Netflix but everyday around 10am Netflix stopped working and our internet speed was very slow. It started working again the next morning. I finally HughesNet and a recording told me I had reached my internet download and upload limit (there is fancy name for it but I don't know what it is) and I had one free token to use to restore my internet speed. Then the recording read their Fair Access Policy to me. I was appalled and felt deceived as I was never told about this. We would have never upgraded if I had known about this policy. I talked to several customer reps and demanded my upgrade money back. The best I got was 15 free tokens and $10 off my bill every month. I feel they are using deceptive business practices. Their advertisements led me to believe that Gen4 would be similar to broadband internet without limits.Desired Settlement: I would like my upgrade fee back. That was $199. Also I would like to cancel my service without a cancelation fee.

Business

Response:

March 26, 2013

Review: I was told that I would pay $199.00 for installation fee and $200.00 Deposit which I would get back in 5 days.My payments would be $39.99 per month for 24 months.After not receiving my deposit I called themand they changed they're story..Instead of taking out $400.00 they took $448.42 then another payment for $46.94,thats a double payment, then they said my payments would be $39.99 for 3 months then go up to $59.99there after.They said the Deposit was a mail in rebate and that I had to have a receipt and 2 invoices to get which I never received and turned in within 30 days.They said that I was purchasing the equipment which I was not, noone said anything about buying the equipmentThey have lied from the get go.I'm poor and can't afford mall the money they are talking about,I hadto use my rent money to pay the Deposit which I should have got back in 5 day and I coud pay my rent.They have hung up on me many times,apologized for the inconvience but they couldn't do anything.I talk to 3 supervisors, 1 said she would give me my many back and cancell my service then the guy that was to do the paperwork said he couldn't do it and wouldn't let metalk to the same supervisor.They have lied over again,they don't want to work with me Iwill recommend no one get service from this company.Desired Settlement: cancel service and don't contact me again/ Full refund, service isn't good either case# 3[redacted]

Business

Response:

April 2, 2013

Review: I authorized Hughes Net to get $96.23 from my checking account but they got $192.46 instead. They said they would give me my money back if I give them a debit card number. They said it would take a week to get the money back, by that time I would be due again to therefore they would take out anouther $96.23 any way. I didn't want to give them a debit card number, so they said it would take 8 week if they mailed me a check. I took the money electronically, why couldn't they give it back electronically.

Business

Response:

April 5, 2013

Review: We have Hughes net as our Internet Provider. The service quality is very poor and very expensive for the service we do receive. Our internet service is very slow when it is working at all, and if we call in the first question they as is, "is it cloudy?" If it rains,or snows or it is cloudy, or if it is sunny and a large flock of birds flies over the internet goes down. To try to get to someone in [redacted] is next to impossible, so getting anything taken care of is a very long drawn out process because you have to spell things out 3 or 4 times so they can almost understand what you are talking about.Desired Settlement: I would like to be able to cancel the rest of my contract without penalty or financial obligation.

Business

Response:

April 8, 2013

Review: I ordered internet thru Hughes. They did not disclose to me that they are incapable of handling gaming consoles on their internet. I called. They said they would cancel my service. They reactivated my account without my knowledge and are now failing to return my money to me.Desired Settlement: They should have to disclose to anyone ordering the service, even if they don't say they will be gaming, that they cannot support game consoles with their internet.

Business

Response:

May 30, 2013 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]Case # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have unsuccessfully attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. As an executive courtesy, Hughes has issued a refund in the amount of $93.25 on 5-30-13 to the credit card on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support[redacted]

Review: I had filed a complaint a few months back with the Revdex.com in regards to a matter with Hughes Net. I received a call from them with a resolution agreeing to let me out of my lease and refunding me $108 as well as boxes to ship the equipment back. Several days later I recieved the boxes to ship the equipment as well as a bill for $4. I paid the bill but have yet to recieve the refund. As soon as I have the refund I will be happy to send the equipment back.Desired Settlement: I would like them to honor the $108 refund they promised.

Business

Response:

June 21, 2013

Review: I began receiving internet service from HughesNet in Oct. of 2012. Prev. to ordering the service, I spoke w/ a representative named [redacted]. I specifically asked if there was a contract/early termination fees should I not be satisfied w/ the service. I was assured that there was NOT a contract. The service was fair, but not what I expected per the description given on the internet. I called customer service many times to report several technical issues. I typically would be on the phone for several hours trying to resolve issues. Sometimes I was told that it would be several days before a customer service rep would return my call. After several months, the qualify of the service cont. to decline. I would call and be on the phone for long periods of time without ever resolving the issue. I finally called on June 4th 2013 and requested that my service be disconnect d/t dissatisfaction. At that time, I was offered a free visit from a service technician and an upgrade to faster internet speed for the same price that I currently had been paying ($61.45/month.) I agreed. The service tech who is subcontracted from Insite Satellite came to my home. He told me that my satellite had been damaged and that is why I poor service. He said that the damage most likely occurred when I had my gutters installed. I told him that that was not possible as I had been having issues w/ the service for several months prior to my gutters being installed and that the problem had been reported to HughesNet prior to the installation of the gutters as well. He proceeded to argue w/ me and was quite rude. He stated that after he left, that I would not have internet service until I paid for the damaged satellite. I became upset and asked him to leave. He cont. to be rude and argumentative. He then made a call to his supervisor, who told him to fix my satellite at no charge. My service has improved and I would be satisfied, but now I am being billed at a higher rate which I did not agree to. My credit card was billed $75 this month and according to my account home page on HughesNet, I will be billed $79.99 next month. On June 4th, I was told that I would receive an upgrade in service at the price that I had previously been paying ($61.45). I once again call HughesNet on 7/3/13 and tried to correct the issue. I spoke w/ a representative that did not speak clear English and was very difficult to understand. She tried to tell me that I was notified of the upgrade and cost. I feel that HughesNet has been dishonest about their service from the beginning and provided very poor customer service. I wish to disconnect my service, but will have to pay an early termination fee of $300, which again I didn't agree to. HughesNet needs to be more forthcoming and transparent in their service agreements.Desired Settlement: I wish to disconnect my service w/ no early termination fee or at least get my bill to $61.45 which is what I agreed to on 6/4/13.

Business

Response:

July 26, 2013

Review: Was never informed that I was entering into a contract nor were any details explained to me and now I am being asked to pay a large termination fee.

Have had service since the 27th of May. Autopay from my credit card. Horrible service! Constantly misled and outright lied to!Desired Settlement: I am requesting that my service be terminated without penalty. I feel Hughesnet grossly misrepresented themselves and their service has been completely unacceptable! Clearly they are trying to scam people and making money off people when they try to get out of it. I want this hideous eyesore (satellite dish) removed from my yard and I do not want to be required to pay them another cent. They have taken enough from me already!

Business

Response:

July 26, 2013