Hughes Network Systems

Review: HughesNet is a wholly owned subsidiary of [redacted]. At the end of Jan, 2013, I responded to an email regarding HughesNet for Business, as I was moving my office to a location not served by cable or DSL. After speaking with the sales representative, [redacted], and explaining my service needs, I was informed that the GEN 4 product provide up to 15 mbps download, which he indicated would more that service my business needs. Although HughesNet has a poor reputation, their entrance into the business arena and the new services, along with assurances that the service contract could be cancelled within the first 30 days if it did not meet my needs without penalty, made me feel comfortable enough to take a chance. I entered into an agreement and service was installed in mid February. With the installation of the wiring and my server and networking by my IT person, we initiated our use of 2/25/2013. Storms on 2/25 and 2/26 delayed calls for poor service until 2/27. At that time our speeds were far below the advertised 15 mbps. After multiple calls to their technical service department, with conflicting statements about the efficacy of our equipment, we were told on 3/4/2013 that our equipment was faulty and it was replaced on 3/5/2013. With continued problems on 3/6/2013, and HughesNets “policy disclosure”, I decided to cancel service during the first 30 days. The policy disclosed was that HughesNet only had to provide 60% of the advertised service. This would seem to suggest speeds between 9 and 15 mbps. However, this means that if at any point in the day they can measure an average of 9 mbps, or close (7 or 8 mbps) that is close enough for them to providing the requisite service, even if you frequently experience speeds of 2 to 4 mbps. I informed them of my decision to cancel on 3/6/2013 and was told to submit this in writing and someone would be in touch in 2 to 3 days. Two days following the letter, I called 5 times and was disconnected when attempting to cancel service. After reaching a CSR, I was told I had to wait until the end of the billing period to cancel (not in the agreement). I was also told I would receive a return kit to send back the equipment to receive the $200 credit for return of equipment on the $450 equipment lease termination. This was to arrive in 5 to 7 business days. Multiple contacts and faxed letters later, having been assured that these items had been mailed, on 4/2/2013, the day after the 4/1 billing date for the $450 lease termination fee, I was informed that no such kit was to be provided. I insisted on an address to mail the equipment and did receive this. Not only does this ISP have deceptive practices in advertising, they use delay techniques to charge consumers seeking to terminate services as agreed in the contract fees that would not otherwise be charged (ie failure to prorate cancellation, attempt to keep customers on service until end of billing and therefore end of 30 day right to rescind, and failure to provide information on return of equipment under lease termination agreement. This constitutes unfair and unethical business practices and demands investigation by a regulatory agency. I am not alone in this, and hope that others will also provide you with their experiences and lend strength to a movement to investigate this corporation.Desired Settlement: I will be returning their equipment using my own boxes at my own expense. I have paid the prorated service amount for Feb, 2013 and the $250 cancellation fee. They agreed to refund the cost of the shipping which I would like returned and I would like all other "made up" charges removed, and limited to those provided me in my email from them before initiating services and the cost of early termination of the "lease agreement" for equipment. Any reports to credit agencies should be rescinded. I would also like someone in authority to take notice of this company and their practices to cheat consumers, willing to suck up their mistakes and move on, out of monies they would not otherwise be due if they didn't attempt to stall, delay and mislead customers into exceeding their time limits.

Business

Response:

April 22,

2013

**. [redacted]

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest, 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **.

[redacted]:

In response

to your letter dated April 8, 2013 to the Executive Customer Care division of

Hughes, we have contacted **. [redacted], the owner of the account, in an attempt

to resolve the outstanding matter. It is

our understanding that **. [redacted] had concerns regarding the cancelation of her

account. **. [redacted]’s service has been cancelled as requested.

Our

Executive Customer Care representative reviewed all pertinent database records

prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]

‘s account was first activated on February 12, 2013. **. [redacted] was contacted

on April 12, to discuss her concerns. While speaking with **. [redacted], it was

evident she had concerns regarding the processing of her account cancellation.

Considering **.

[redacted]’s overall experience, Hughes’ executive customer care office has processed

**. [redacted] cancellation and sent out equipment return labels to her email

address. [redacted]. [redacted] has indicated that she has sent back her equipment.

Credits for equipment returns are posted two to four weeks after the receipt of

equipment. Currently, **. [redacted]’s account balance is $201.46.

We sincerely

regret any inconvenience [redacted]. [redacted] may have experienced and are hopeful

our actions will serve as a demonstration of our good faith. At this point, we would respectfully request

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 for your consideration.

Sincerely,

Office of

Executive Support

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I attempted to close this account beginning on 3/6/2013. On 3/8/2013, I was told that information would be provided to return the equipment. The accounts are "sold" by HughesNet indicating that an account may be cancelled without penalty during the first 30 days.

1. HughesNet customer service inform customers that they cannot close an account until the end of a billing period.

2. HughesNet requires customers to provide a letter requesting closure and indicate they will be in touch in 2 to 3 business days after the letter is received.

3. The phone number to close the account sends customers in a "loop" indicating that the customer should hang up and dial.. the same number.

4. From 3/8/2013 until 4/12/2013 I attempted to secure the necessary information to return the items in order to receive credit of $200 of the $450 "equipment lease early termination", which is not mentioned by the sales representatives as they represent a trial period without penalty.

5. My previous letter documented some of my issues in receiving this information, and only when you got involved did I receive a call from [redacted] at HughesNet business office and receive a return label on 4/12/2013.

6. The items were received on 4/17/2013. I notified [redacted] on 4/22/2013 that the items had been received and requested that she contact the billing office to remove the additional $200+ dollars on the account.

7. I have paid for the installation, the first month of "use" and $250 which is an equipment early termination fee, not the early termination fee for service which is the "free trial" they speak of.

8. False advertising regarding their services have cost me many additional dollars in lost revenues and time, as well as paying unproductive employees while we attempted to work through the "problems" which are not fixable.

9. HughesNet has reported the "late payment" that I do NOT owe to the credit agency, which will cost me addtional time to have removed.

10. Revdex.com should investigate this company more thoroughly. I am NOT alone. This is the norm, rather than the exception.

11. Your rating of this company, who when pressed up against the wall, will send a mailing label, provides consumers with a false sense of security in dealing with this organization. If it takes getting FTC, FCC, Revdex.com and the governor's office involved to get a return label sent, imagine how it is for customers who are stuck in these contracts that cannot be cancelled. The customer services is non-responsive, not helpful, and you are informed that if you are getting service that is AVERAGES 60% or a bit less here and there of what you agreed to, you should shut up and be happy.

12. I am not willing to drop my complaint until: The $200 has been dismissed with the addtional dollar or so for whatever the heck that was AND I have a letter to me from HughesNet indicating that any report to the credit agency of late payments was their ERROR.

Thanks you.

Regards,

Business

Response:

Hello [redacted], I went ahead and zeroed out [redacted]’s account.Please notify her of the same and let me know if you have any additional questions/concerns.Thank you, [redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I previously requested a letter from HughesNet acknowledging that my financial obligations under the contract were met in a timely fashion. I do not have this information to provide to Credit agencies

Regards,

Review: Hughes net has failed to deliver my service for weeks now, Countless phone calls and missed appointments later. My internet service is still only on a few hrs daily.Every time they have been contacted, we get another list of phone numbers to try( none of which has helped in any way) We have spent hours on the phone with them in the last few weeks to no avail.Desired Settlement: That they fix my internet Or let me out of my contract so I can get service elsewhere.

Business

Response:

August 1, 2013

Review: Shady service and billing practices. Does not provide services or bandwidth speeds offered according to contract.Or provide statements for services.

Bandwidth throttling to residential customers, does not offer speeds as per contract agreements, and charges outrageous fees to consumers that are unaware of Internet services and their rights as consumers. In short the business steals from customers because their are not technically savvy. Their download speeds at 1Mbps with Uploads less than one tenth of a Mbps. They consistently throttle internet speeds to accommodate for their inability to provide service to residential customers. As a result they favor Business that are able to absorb these costs. A company similar to Hughes Net ([redacted]) is in a Class Action Law suit for this very same reason, I am seeking this action against Hughes for Monopolizing areas that are unable to gain access to fair prices for services mentioned in this complaint. The do not provide a full billing statement to their customers as well. As a result customers are not given a option on the services they wish to pay for. The company needs to be sued to prevent them from taking advantage against their subscribers!Desired Settlement: I will return their devices in exchange for reversal of fees and excessive charges brought on by misrepresentation of service and fess.

Business

Response:

September 3, 2013

Review: It started Dec, 2012 I had Hughes Net internet service to get service you have to have a debit card on file so they can take your payment each month. Well it was fine for almost 3 yrs until Dec, 2012 they started debiting my account twice my bill and another charge of $56.94 a month. I have called every month complaining and they said they would take care of it, as the months went on I had charges to my account for paid item fees because they took the additional payment. I finally got tired of the excuses and no one listening to me so I went to my bank paid the fee in June 2013 to stop debits for 6 months, I also went online to my account and zeroed out my card number. Well it stopped and then on June 30, 2013 they shut my service off for nonpayment. While all this was going on I had 3 way conversations with [redacted] and Hughes, with [redacted] trying to help me settle this, because they started accusing [redacted] for stealing my money. I've been called a liar, hung up on, giving multiple case numbers, switched to many people, then finally I made contact with this guy [redacted] who has been the only one helpful to this point, he put me in touch with [redacted] sometime around June 13, 2013. [redacted] is with the advanced billing dept he took over the case he said. He started out not calling or updating me I would get messages to him from [redacted] email, then he call me in August telling me he had the okay to give me a refund, he had me email my credit card numbers to him and said they would put it on my card with in 5 business days. I thought that was it, now today I still haven"t gotten a refund so I called again some women was relaying the messages to [redacted] then back and fourth, they said because I zeroed out the account numbers on line that they would have to mail a check but I would have to wait another 45 business days. I was made and told them they had all the correct info [redacted] checked twice with me to see if it was right and now they won't give me my money for 45 days. I have emails, cases numbers, verizon phone bill showing my contacting them and if they called me, I have names of people I spoke with, bank statements showing what they took besides my bill, dates, times ect.Desired Settlement: I want my money back with 300.00 pain and suffering from all the calls stress, over drafts, not being able to pay another bill because they took extra. They gave me a total of 384.64, I deserve the extra 300.00. I want them fined for treating customers so badly, stopped from taking people's credit cards so they can charge what ever when they want. I want my money ASAP, federal expressed, walked here, debit what ever, I have had my share of Hughes net, I also had to find another carrier who I have to pay 30.00 extra a month for the same internet service I was happy receiving and paying for for almost 3 yrs. What ever can be done. And an apology from them. The total is 684.64 that's what I think is fair.

Business

Response:

September 10, 2013

Review: called to speak to a supervisor was told a supervisor would call me back it has been 4 weeks now and still have yet to receive a call back

called to report service was down.sent a tech out and told me to call when the tech was done and would receive a credit for time down.called back in was told a supervisor would have to approve the credit placed on hold.came back and said the supervisor would have to call me back.never did.next day called in and a associate got the credit done but when I asked to speak to a supervisor was told a supervisor would have to call me back.it has been about 2 weeks now and still no return call from a supervisor..poor customer service and situation handled very very poorlyDesired Settlement: would like a call back FROM THE SUPERVISOR THAT WAS ORIGINALLY SUPPOSED TO CALL ME and apologize for the way this was handled and at least a month or two credited service

Business

Response:

September 18, 2013

Review: I called around to find a service that provided internet coverage to my new house in the country. The previous internet services I have used, [redacted] and [redacted], did not cover my new location. I searched for services that provided internet in my area and HughesNet was listed as one of them. I called to speak with a representative about how the internet was and what options they had for internet service. I told them I needed internet to stream Netflix and I also needed a dependable service because I take online classes. The service option I chose was what the representative said would do all the things I needed it for and it would be dependable as well. When I signed up for HughesNet satellite internet over the phone, I was not made aware of any commitment whatsoever. The service of satellite internet and the company, HughesNet, were absolutely new to me. I would never have signed up for the service if I knew I was also signing up for a 24 month commitment. I started experiencing problems with the company in the installation stages. They called several times rescheduling the installation of the service. I brushed the installation problems off because I figured since I live in the country it might be taking them a little longer to find a good time to come out and install it. Meanwhile, I was taking off work to make sure I was going to be home at the time they told me they would be there for the installation. The technician that finally made it to hook up my service said it might take a day to start working at full strength. I experienced problems with the service the entire time after installation. I waited weeks and weeks thinking it would get better and start working properly. If anything, the internet service became worse. I made several calls to technical support telling them what was going on and letting them know the internet wasn't working properly. A technician was sent out one time to look at the equipment. He fixed some things and when he left the internet seemed to be working. It was never working properly for the things I originally said I needed it for. It had the worst time streaming Netflix and I always had to troubleshoot internet problems when I was doing my online classes. I didn't have time to make a call every single instance the internet wasn't working for me. I finally decided I gave HughesNet a fair shot and I needed to find another internet service provider that can meet my needs. I called HughesNet on October 24, 2013 to cancel my service. The representative I spoke with asked me several questions regarding the cancellation. I explained everything to her and answered all the questions. She then proceeded to tell me that since I was cancelling before the end of my 24 month commitment I would have to pay a $370.00 termination fee. I was extremely confused because I never once heard of any 24 month commitment until then. I told her I would have to see about this and that I would keep in touch. I then hung up the phone. When I got home that same day, I unplugged the HughesNet adapter from the power supply.Desired Settlement: All I want is for any early termination fee to be waived. I was never agreeing to any commitment when I signed up for the service over the phone, or I wouldn't have signed up for the service in the first place. I will follow HughesNet's policy for returning the equipment.

Business

Response:

November 11, 2013

Review: The problem started when we switched to their GEN4 product and was not told it would extend the contract by 2 years. I asked 3-4 times how much our bill would be then when billed was higher. We moved but they was unable to give us service for 2 months and it would have been longer if I had not called to see if we was ever going to get service. Then extended the contract again. Our payment was taken out of our bank account every month but I did stop it because I couldn't get anywhere with them it would be a different story whenever I called. I received a debt collector letter the other day wanting $691.65 that Hughes Net has tried to get in contact with us about our account which is not true. Unless I call Hughes Net I never hear from them no phone calls , mail or e-mails. I am tired of fighting with them because its an argument every time. My contract is up June 16th 2014 and I have not been using their equipment because its worse then dial up internet. I would like to be done with them now because of being lied to and pour service but they won't let me out of contract. I hope you can help find a solution.Desired Settlement: I want out of my contract

Business

Response:

February 6, 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 his HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to attempting to contact **. [redacted].

We have issued a credit for the early termination fee and service. The remaining balance consists of the equipment return of $300.00. This needs to be returned.

Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.”

If **. [redacted] needs any assistance he may contact me at the number below. While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

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,

Executive Customer Care

###-###-####

[email protected]

Review: I ordered Hughesnet in Sept. 2013 after a lengthy discussion with the sales rep explaining what it was to be used for (streaming video with Netflix, etc., browsing, school projects, etc.) and was assured that the package 5 GB would meet my needs ($39.99) and that I would be able to stream at least 2 videos daily per month with no worries. I was very adamant that I was a single mother and could not afford larger packages and thoroughly explained what I needed. Never was I told about a 2 year contract, or other charges that would be billed monthly making my bill more than expected monthly. Once we had service I noticed that my data was being used everyday even when we were not on the internet. It is password protected, but they insisted someone in my neighborhood was using it. It has continued every day since and this service is always running out of data before the end of the month. We could not use it for anything the sales rep and I discussed originally as streaming 2 videos would eat all data and leave us without for most of the month. When I called to pay my bill in December, I asked that my service be canceled because it was not meeting our needs and the cost was more than I had agreed to. The rep told me that I could increase to 10 GB per month for $10.00 more and assured me that this would be more than enough to cover our needs. She also assured me that it would be free for 3 months and so thinking it was free for 3 months I agreed, and thought I could cancel before the 3 months was up if it still didn't meet our needs. I was billed immediately $9.36 for this change, so it was not free after all. Also, 2 days after upgrading and 2 movies later, my data was again depleted???? I have called several times to get help with these issues and again this week asked that my service be canceled because their service was not accurately explained to me in any of the calls and I felt deceived by the company. Their service did not remotely provide anything that was promised by their reps. Now they inform me that I am in a 2 year contract (first time I heard of this), I will owe over $350 for cancelation fees for breaking the contract and if I can not climb two stories on top of my house to retrieve their equipment, I will owe another $300 for unreturned equipment. They actually expect me (almost 50 yrs old) to climb on top of my house and get this radio piece to return. I explained that I am afraid to do that and felt I would fall and kill myself. The rep asked...can't you get a friend or neighbor to do it? Seriously? I would not ask anyone to do that and risk injury or death. Then they offered for another $100 to come get the radio piece only (not the whole dish). After all of this, I am so sorry that I ever set up service with Hughesnet. The have never been truthful in any of the calls I've made and was only deception. I feel they take advantage of people and prey on unsuspecting customers and charge them for things that have never been explained when signing up for their service. The cancellation practice was never explained and it is way to much money to get out of a service that is not as advertised when signing up.Desired Settlement: Since representative of the company have not been truthful and have sold me a service that was not explained completely from day one I would like: 1) to cancel my service with no fees, 2) to return the equipment with no fees and 3) for them to get their equipment off my roof with their trained professionals with no charge.

Business

Response:

February 5, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, 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 HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on September 19, 2013. On January 14, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00.

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 circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $185.00 to her account representing half of the early termination fee. In addition, we can schedule a onetime courtesy dispatch to have her radio transmitter deinstalled so that she can send her leased equipment back with the return kit that will be provided.

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,

Executive Customer Support

###-###-####

[email protected]

Review: My 2 year obligation to this company expired on 1-2-2014. On 1-3-2014 I found that I had lost my internet service. Since it was snowing here at the time, I gave them the benefit of the doubt and assumed it was from that, even thought we have had heavier snowfall and the internet still worked. On 1-4-2014 the sun was shining and still no internet. I called in to Hughesnet and the representative tried all of his solutions, to which nothing worked. He then told me they would have to send a tech out and I would have to pay for it, since my 2 years was up. I told him I was not paying for it and to just cancel my account. He then asked if he could transfer me to another person, to work out the payment. I told him fine, but I wasn't paying anything. He transferred me, and I got a recording saying the call couldn't go through and to call back. I tried a couple of more times and got the same recording. On 1-5-2014 I called in again to cancel. I spoke to [redacted]. After several attempts, I was finally transferred over to [redacted]. She told me if I would reconsider she could offer me $10 off for 6 months, a 1 week adjustment for the service I wasn't getting, and the tech would be out by Wednesday. (This call was on Sunday.) On Tuesday, 1-7-2014, I received a call from the local tech's representative. She told me they would be out on Friday. I told her what I was told by the company's rep, that they would be out by Wednesday, 1-8-2014. She proceeded to get very snotty and rude and told me that they were too busy and couldn't just run out to my house for one person. (Meanwhile, my son had ordered Hughesnet to be installed, which he was supposed to get on 1-6-2014. This same woman called and changed his install to Tuesday, 1-7. She then called again to change it to Friday, 1-10, saying that it was too cold to install. There was no mention to my son of them being too busy. He cancelled with Hughesnet, because of that woman.) I then told her to never mind, I would cancel. Finally got off the phone with her, and called back to Hughesnet on 1-7-2014, at 5:27PM. I spoke to [redacted] and told her I wanted to cancel. She transferred me to account management, where-after being disconnected twice- I spoke to Angel, at 5:33 PM. I told her the problem I had, from the beginning to the local tech rep being rude to me. She asked me, if she could find another tech, if I would stay. I told her I didn't think she could find another tech (I live in the [redacted] of Michigan, where it is very rural). She couldn't find another, so she called and talked to that local woman, who then told her another totally different story of why they couldn't come. She got back on the phone with me, told me her conversation, and I told her I wanted to just cancel. (I also told her something should be done with their local installer because she had lost 2 customers in less than 24 hrs. She said she would be bringing it to the attention of her higher ups, as she was not happy with the way she was treated, either.) Angel then told me I would get a refund for the full amount owed me, since I was billed on 1-2-2014, and had no service for the time I was charged. I received a notice by e-mail this week telling me I had an invoice generated by them. When I looked into it, they had given me a credit, but only applied it to my Hughesnet account, not to my credit card, where they should have. I sent an e-mail, asking them why they didn't give the credit to me and received a reply, stating that they would have someone call and explain their credit policy to me. This, to me, means the only way I can get the refund is if I re-open my account with them. I have not heard from them yet. I have filed a complaint before, with you, about this company because I couldn't get service done that was promised to me. When they were contacted by you, they not only fixed the problem, but also credited my credit card for a month's charge for internet. Since they obviously could give me a credit then, I don't see why they can't give a credit now. And, when I was told I would get the credit, I was not told of any stipulations or conditions on how I would get it. I even asked if the credit would be applied to my credit card and I was told yes.Desired Settlement: I would like my refund sent to me in a check, along with the interest that has accrued on my credit card for this amount.

Business

Response:

February 27, 2014

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 databases. After further review, the refund has been issued to the credit card on file in the amount of $55.04. Unfortunately, we would be unable to issue a refund of the credit card interest.

**. [redacted] may contact me at the number below with any additional questions.

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,

Executive Customer Care

###-###-####

[email protected]

Review: I have had the Hughes Net Satellite Internet System for some time. I am on their $39.95 Monthly Recovery Act program. Here is the problem that I am having and information about my contact with their phone service personnel.

Yesterday, 2/12/14 at about 4:00 PM I used up my Hughes Net allowance and was immediately placed into the [redacted] Access Policy category. My connection speed dropped to an unusable level, could not even connect and get my email. Having two free Tokens, 500MB each, available I added them to my account, as this would then immediately return my normal access speed. A waited for about an hour and my access speed never came back up. I then decided to pay $16.00 for a 2GB pf download to be added to my account. Waited another hour and still did not have the normal speed return. As this same situation had occurred several months ago, when I used a single 500MB free token, I was very annoyed it was happening again and this time I had even purchased bandwidth just to get back on at full speed. My Token Bite Meter showed "Token Bytes Available" as 3 GB. I tried the HughesNet up and down speed test several times, it would never complete a complete cycle.

I decided to call HughesNet service and see what could be done to restore my service. When I finally got through to service, a gentleman by the name of [redacted], in Texas, answered the call. I explained my situation and immediately felt like I was being treated as a complete novice, he would not even listen to what I had to say until I did exactly what he wanted me to do. Even though I knew it had nothing to do with my problem, I finally gave in and followed his instructions. He had me reboot my router and the HughesNet Modem. He then had me do a series of Internet connections to see if it was working. Even though the connection was very slow, he stated that the problem was that usage was high and I was experiencing a problem with all the traffic due to the time of day and heavy usage. When I tried to explain that I could not even download mail, he said it was due to heavy traffic. I have NEVER had that kind of a situation before, and my router was showing an upload and download speed of less then 20 KB s! I told him that I had tried to do an upload and download speed test a while ago. He looked for the results and said there was not any there. I offered that was because they would not complete and display results on my end. So he had me do another set of 5 tests. The first one finally got done with an extremely low speed, he indicated that something had been wrong with the connection and I was to do 4 more. So over the next 10 or 15 minutes I did 4 more tests, each took 4 or 5 minutes to complete, and none of them completed the process. I was watching my router Internet connection during the process and most of the time my up and download speed was at or below 5 KB s! At this point he indicated he had to talk with someone to get more information as to what to do. After about a 15 minute wait, he got back to me and said that he had to escalate my issues up to a higher service authority. He gave me a Case Number, [redacted]. We talked about what to do next and I indicated to him that in the morning, after I got my next 250 MB update, my speed would indeed be back to normal. He said that I should do the series of 5 tests again in the morning and then call service again, give them my Case Number, and tell them the results of the test that I was to do after my allowance was applied to my account.

This morning, 2/13/14 I got on and saw that my daily 250 MB allowance had been put on my account. My token bytes available still showed 2.8 GB. That is what is left of the total of the 2 free tokens plus the 2 GB that I purchased for $16.00. I did the series of 5 test of up and download. The average of the five tests, which all in all did not take more then 5 minutes, was DWN of 2461 and UP of 203. Indeed, my service was back where it normally is for the majority of the time.

Now time to call the HughesNet service again. After finally getting to a real person, I was greeted by [redacted]. I told her that I had a Case number and that I had made the 5 tests as requested last evening by [redacted]. And ask her was I should do next to resolve my problem. She insisted that I unplug my router and modem and do another series of tests. I refused, as there is no bearing between what I called for and what she wanted me to do. I tried to explain that all I wanted to know was what was needed to do to make my

available token bytes work and return me to full speed when I used all my daily allowance. She said she had to check with her Supervisor to see what to do next. After a 15 minute wait she came back and said that I needed to do all the tests that she had ask me to do. I said absolutely no and again ask that she report my up download numbers and send my information for further investigation. She then ask me to please hold again when she checked with her Supervisor. After THIRTY-SEVEN minutes, she came back and said that she had arranged to have a home service visit to my site, and that her Supervisor said that my PC and software would all need to be checked out as something was wrong with my setup, and there was nothing wrong with HughesNet as all my tests that morning were indicating everything with their equipment was working.

I told here that they were absolutely wrong and I would not allow a service person to come and look at my equipment, as it had nothing to do with the immediate problem I was trying to resolve. At that point I am not sure what here comments was, but she said something and immediately hung up the phone. And you know, I don't remember her ever asking for my HughesNet Case Number!

My conclusion is that when you call HughesNet for service, they follow a script, step by step, as both my calls followed the same route initially when I got to a real person. They treat you like you are absolutely stupid and must do everything, step by step, that they ask or they put you on hold and just let you sit and brew! If you try to address something, like I did about restoring full speed after applying a token, it simply goes over their head and they try to divert you back to their "script."

I failed to mention that during our conversations, both representatives, tried to move me up to GEN4 because it was so much better and I would not have any more problems! When I explained what I was paying and getting they both backed off. Just another part of the "script" I would guess!

So the question still remains, why when I apply a token does my speed not return to normal? And please, DON'T tell me to unplug my router and modem, and do 5 more speed tests!Desired Settlement: Simply restore my full speed any time I run out of Bytes and apply a free or purchased token. That is how it used to work a year or so ago. It now seems like you are stealing both my free tokens as well as my purchased bandwidth as I can only use both at the reduced speed that occurs when I fall into the [redacted] Access Policy region.

Hope to hear from someone soon,

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

File# [redacted]

Dear [redacted]

It is our understanding that **. [redacted] has some concerns regarding his service. Our executive customer support representative reviewed all pertinent database records. It is our understanding that **. [redacted] has some issues with his service after applying tokens his speeds do not refresh back to normal speeds.

Relative to **. [redacted]’s concerns in regards to our [redacted] Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a [redacted] Access Policy (FAP). Hughes is unable to revise the [redacted] Access Policy due to shared bandwidth.

After further review, we recently did troubleshooting with **. [redacted] on 02/13/14 and all parameters were fully functioning. We also suggested an upgrade of his service to try and meet his expectations.

Unfortunately, we would be unable to revert back to the old policy of adding tokens to the account.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes has applied (10) free tokens to his account for future use.

**. [redacted] would need to contact me directly at the number below for further troubleshooting.

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,

Executive Customer Support

###-###-####

[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Dear [redacted]:

Thanks for the forward of this response from HughesNet. Unfortunately the initial copy, that you sent, was somehow lost or discarded by my mail system.

I have carefully read the response from **. [redacted] and fail to understand the logic behind his response. If tokens can no longer be applied to an account, to return it to normal speed, exactly what good are the tokens? I just went to “My HughesNet” and still find that the policy being shown to me is that when a token is applied it is applied immediately and it returns the service to full speed, just like it was never interrupted. If it does not do that, then again I would like to know of what value the tokens are to me and other users.

Attached are two screen shots taken a few minutes ago of the information that comes up on “My HughesNet” page. Please look carefully at what they indicate. The Special Deals one clearly states that full speed will be given as soon as the token is applied. The Status Meter shows the same information when I bring it up on my screen.

So, [redacted] I just do not understand why I am not able to bring my speed back up when I apply a token, as it states in their online information. Just a week ago or so, I again ran into the [redacted] Access Policy by running out of available download allowance. As I had purchased the 3 Token allotment a few weeks ago, I expected it to kick in and bring my speed back up. It did not, and I was throttled back to an extremely slow speed for the next 24 hours. That just does not seem right! But it did start subtracting my downloaded date from my indicated available token data. Boy, something here just does not make any sense to me at all.

Thanks so much for your consideration and help with this matter. I am just not at all satisfied with the response from HughesNet. If there is something here that I just don’t understand, maybe it can be more clearly stated. By my view of this situation, my $16 dollar purchase of three tokens was completely fraudulent, as I did not receive what is being promised on their Token Information page.

Sincerely,

Business

Response:

March 13, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]. [redacted]

File# [redacted]

Dear [redacted]

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service.

In order to clarify **. [redacted] concerns. **. [redacted] would need to contact me directly at the number below for closure.

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,

Executive Customer Support

###-###-####

[email protected]

Review: INTERNER SATELLITE ISSUE!!!

Established 2012

1st call to Hughesnet 3/17/2014 2nd call 3/28/14. No local service connection! I have satellite!

I just want my service back working! I want a technician sent out to my home to correct the problem. This is a 5 year contract but after 1 year there is no local connection. This is ridiculous! Bad business sense.Desired Settlement: No settlement yet!! Just fix the service contracted for.

Business

Response:

April 22, 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 and is seeking a complimentary dispatch. “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.” In light of the issues **. [redacted] experienced, Hughes has created a complimentary dispatch for a technician to arrive on site and preform a diagnostic. A technician will contact **. [redacted] for a convenient time to arrive on site. **. [redacted] may contact me with any additional questions. 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]

Review: Inaccurate billing via Hughes Net. Service was cancelled via ME. I was told by Hughes Net Rep: [redacted] (supervisor) On February 14th 2014 that my bill would be ZERO as a courtesy of cancelling my service early. He claimed that he would be sending me a PAID IN FULL receipt. Hughes Net case # [redacted] Instead, I received a bill for $193.32 from a [redacted], [redacted] atty office. I called back to Hughes Net and talked to a [redacted] who indicated that my bill was showing a balance of $83.77 I paid the $83.77 as they were waiving partial fees, but not all. Reluctantly, I paid the $83.77 via my CC to spare my credit. I was assured that the balance was now paid in full for the second time. Then today, May 7th 2014 I received another nasty collection letter from [redacted], [redacted] for $25! I called back to Hughes and asked what their records show. After a long wait, (23 Minutes) I was informed that "as a courtesy" the $25 fee would be removed. I have heard this one before with this company. I am requesting my extortion money of $83.77 paid back in full, as I did not owe this in the first place. My advice, steer as clear as you can from this HORRIBLE excuse for a company.

Order_Number: Acct # [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like a FULL refund in the overpayment amount billed via Hughes Net. $83.77 AND a full deletion of my records from their company. NEVER again will I use this company, or recommend them to anyone.

Business

Response:

June 2, 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, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. After further review, our records indicate that **. [redacted] was advised based on the case number provided of ([redacted]) that he would be responsible to pay the $83.77 which was half of the fee charged. We received the payment on 04/16/2014, bringing the amount due to $0.00. Unfortunately, we will be unable to issue any additional refunds to the account. We attempted to leave a message with **. [redacted] to advise him our decision but we were unsuccessful. **. [redacted] may contact me directly with any additional questions. 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:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The "Early Termination Fee" was already waived by a Hughes Net Supervisor, as I already expressed in my original complaint. The $83.77 was paid on the 17th of April as indicated. I consider that "Ransom" money, as I did not owe it in the first place. It is ransom money, as I was receiving nasty letters from a collection agency, threatening to harm my credit rating if I didn't pay. All fees were already "waived" prior to paying the $83.77 what on earth is this money for? I am not satisfied with this response, at all. I will be happy with a 100% refund of my $83.77 that was extorted from me.

Regards,

Business

Response:

June 04, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] again on 06/04/2014 to resolve the outstanding matter. It is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service. Hughes has again checked the case number provided in the letter and the case number on 04/16/2014 ([redacted]) indicates the amount that would be charged was $83.77. It also states **. [redacted] agreed to the offer. The remaining amount due was $193.32. Hughes adjusted $84.55 of that amount and the 25.00 returned check due to **. [redacted] disputing his 02/01/2014 payment of $68.32 that bounced back to the account. In order to bring clarity to **. [redacted] concerns he would need to contact me directly. 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:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have not received a full refund of $83.77 my next step is to contact my CC issuer and explain the situation to them, in hopes of a chargeback. I have nothing to discuss with Hughes Net on this date, or any other date for that matter. Your companies behavior practices are well noted within the public, and on a personal level of everyone that I come in contact with. I supplied all the pertinent information, and have clearly stated my case. I did NOT have a "bounced" payment. I asked one of Hughes Net' reps to MAIL me my final bill. I then switched banks. My final bill NEVER came, until I received a notice from the Collection Agency. The amount listed was NOT correct, as was nothing with your company. That is when I contacted Hughes Net about the overages, and was informed that ALL early termination fees would be waived. That is the whole reason for this complaint, because I received a notice from the collection agency in the amount of near $200. I was strong armed into paying the $83.77. Never did I agree to pay this amount as stated in your latest response. I was forced to pay it, or great harm would have been done to my credit rating. Shame on you Hughes Net, and your practices. I will not call Hughes Net in regards to this issue, as I have already contacted the company on multiple occasions, and deemed that avenue useless. I will contact my CC issuer, explain that I have tried in good faith to resolve this issue amicably with Hughes Net, but was unsuccessful. I do not feel it is right to extort money from people, utilizing their credit rating as hostage. My hopes are that my CC issuer feels the same and issues a chargeback on my behalf.

Regards,

Review: We have had HughesNet internet service approximately two months. We feel it was misrrepresented in its claim to have adequate data for us to have normal internet usage with 5G of data available. After 2 weeks we were out of data and had to buy tokens to get 2G more of data. 2G of data was gone in a few days. Under the circumstances, we felt upgrading to 10G would not help much.

We are Realtors and search for listings online for clients and answer approximately 20 emails a day.

My granddaughter is in Early College and she has homework and projects to do online. She did not have enough available data with HughesNet to be able to even complete her homework. She could not do her assigned projects because she had to watch videos online. As a result, we have had to get [redacted] internet service with unlimted data so she could get her projects completed .

We are extremely dissastisfied with HughesNet and want to cancel. But they claim that if we terminate our contract, we will have a huge cancellation fee of $400 or more since we supposedly signed a two year contract, which incidentally we have never seen. We want their equipment out of our house - we will even take fhe dish down and return the equipent to them but we have no address for them. Is there anything the Revdex.com can do to help us?Desired Settlement: We want to terminate the service and have HughesNet remove their equipment with no further charges.

Business

Response:

May 31, 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 Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and would like to cancel her account and have the equipment removed. After further review, we are unable to locate **. [redacted]’s Hughes account. Hughes will need the phone number or account number associated. We would need **. [redacted] to contact me directly. We left a message on 5/31/2014 and are awaiting a response to bring closure. 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]

Review: HughesNet never discloved a manditory 2 year service contract even when asked and monthly bill higher than originally quoted.

when my husban and I first contacted HughesNet I asked if there was any contract and I was told no and I was quoted an amount of $59.00 monthly with equipment, but each month my bill was much higher than origional quote and when I quested why I was given a run-around answer. When I notified Hughesnet of our dissatisfaction with the service and billing pratice and we were going to stop services with them we were informet we were being charged an early termination fee of $300.00 and I informed them at that time we never agreed to a 2 year contract for internet servicesand I aldo informed them that we refuse to pay on these groungs. I had contacted HughesNet on several occassions during the three months we had services with problems with the services and each time I was told they were going to take off for the time we did not have use of the service but instead we received a highed bill each month.

There was never a time during the three months we had services that I was able to go to my computer and get on the internet without problems and most of the time even using their tech services the issue was not resolved so I still did not have use of the services we were expected to pay for at a higher price than quoted.

My husband is a disabled veterin and I am disable as well. We are both seniors on a fixed income and I try to supplement our imcome by being a tax professional and to do so I am expected to have so many continued education classes which I cound not take because of HughesNet desecptive practices.Desired Settlement: Our desired settlement is to be reembursed for allpayments made to HughesNet and for them to stop them from attempting to collect $300.00 for a contract we never agreed to in the beginning. The address I have for HughesNet was not lised on your sellectin screen, but I hace the address on their billing statement:

HughesNet Network Systems

PO Box 96874

Chicago, IL 60693-6874

My Husband [redacted] is not as formalure with this as I [redacted] is so if you need to talk to someone it

Business

Response:

July 3, 2014

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 his HughesNet service.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled her service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

After further review, in light of the difficulties **. [redacted] encountered with our service we issued a credit of the early termination fee in the amount of $385.00. There is was a remaining service fee of $70.68 that we reduce to $59.00. This amount needs to be paid to bring the closing balance to $0.00.

While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.

**. [redacted] wound need to contact me at the number with any additional questions.

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,

###-###-####

Executive Customer Support

[email protected]

Review: HughesNet (Network Systems operates under different brands, and HughesNet is the brand for the internet provider) offered satellite internet service for a property that I recently bought in [redacted] CA. I went through their website where I entered the proper ZIP code for the address of my property ([redacted]). The website stated "Congratulations, HughesNet Gen4 is available in [redacted]!" Below on the same page I found the price offered for the different plans and to lease or purchase the required equipment. I wanted to buy the equipment and the price offered on the web page for my zip code was $299.98 The language used was "Save $100‡ Instantly! Offer ends 9/30/14 $299.98"

I called their phone number (###-###-####) and the agent told me that the price for the equipment was $399.98. I explained to the agent that they were advertising on the website that there was an offer for $299.98. He told me to hold on for a second and right away he told me that "my zip code was part of a "managed bin" and that they wanted to limit the number of subscribers and as a consequence the price was $399.98. I told the agent that I was on a web page that was advertising the promos for my zip code and that the price for the equipment was $299.98. He told me that his computer did not allow him to change the price and that his managers were not able to override the computer numbers either. At that point, I thanked him for his time, I told him that they were engaging in false advertisement and I declined their servicesDesired Settlement: First, they need to be stopped from engaging in false advertisement. And quite frankly, I think that they need to be investigated and fined, otherwise they will continue doing this. After this incident, I checked their online reviews and they were terrible. Some of the reviews spoke about false advertisement as well. You need to help us to stop these businesses to take advantage of consumers. There should be consequences for them.

Business

Response:

July 22, 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 support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding the price he was quoted when attempting to order our service. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. In light of the issues **. [redacted] experience with ordering our service; Hughes will issue a one month service credit to his account if he subscribes. **. [redacted] would need to contact me at the number below with any additional questions. 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]

Review: I never signed any papers when I started services and canceled services after a couple months because of bad service. I was told I would not have a cancel charge on my credit card and I was charged 328.54 after calling them they told me they would not refund all my money but would refund 198. within 30 days and I have not received anything and it has been 45 days! I was told I would not be charged anything and that a supervisor would contact me about the issues, I never received a call and was charged the next day on my credit card and never issued a refund of the amount the promised to refund me. I never signed a contract or any paper with this company but they claim they have papers with my signature on them. I asked them for copies of this contract with my name on it and they refused to give me them, I told them I was never told about a cancelation fee at all and they said that I signed papers stating that if I canceled in the first 90 days I would be charged a fee, I cancelled just a week after the 90 days never signed anything at all and have been trying to resolve this issue with them I have called several times and have gotten no where!Desired Settlement: I would like a full refund of the 328.54 applied to my credit card

Business

Response:

July 30, 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 Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. “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 circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a refund for half of the early termination fee of $192.50 to the account credit card on file. This is the amount that was advised by our support team that would be refunded. Attached is the signature that agrees to the terms and conditions of our service “during the service activation” which includes a (24) month commitment. Please see the full terms at http://legal.hughesnet.com/Home.cfm. [redacted] may contact me directly with any additional questions. 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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: The complaint is with concerns to the "impression" Hughes Net gave to me as a customer here in [redacted], that I will be provided Internet Service by

them. I paid Hughes Net only to find out after the first month the internet service had not worked throughout the day and suddenly turned off

and on continuously..

When I made a complaint Hughes Net then mainly beat

around the bush about 'soon' I will receive service.. but after nine complaints I was finally advised by Hughes representatives that their company has problems with their Satellite in the city vicinities and that

I am on "a point system" which I was never informed of at the initial service contract by Hughes Net.

Nonetheless I advised Hughes Net that their service was not a "service" and they had given a very false impression of how or if it were able to provide Internet Service in a regulated manner. I asked to cancel the service and had gone out of my way and returned the inside equipment. I do have the receipt demonstrating this return. Yet, after all the trouble

with this company, Hughes Net has now sent a sudden " demand" letter stating I owe $421.92 and has threatened me by means of collection. This is highly deceptive since they never provided services as promised with

the exception of sparsely and wavering service..

Moreover after the first week I was promised they would fix the problem. Then after a month I realized Hughes Net is a problematic.. interruptive service company and

was very much aware of its trouble and after a month of empty promises to fix I asked Hughes Net to cancel and reimburse me for false impression of providing normal regulated Internet Service..

Please know my [redacted] Card company has already looked into the matter and had the problem with Hughes

Net adjusted as was credited back to my card. So I do not understand now this new attempt by Hughes to demand this outrageous payments of $421.92.

Kindly know, as well, I have additionally requested Hughes Net on three separate occasions to come and remove their [redacted] Equipment that is on the outside premise whereby they are able to access at anytime in order to remove and haul out.

Thank You again for assisting me with this very unnecessary trouble. Please know I am a student and I am presently attending Summer School and have very little time for this headache by Hughes Net.

Sincerely

[redacted]Desired Settlement: I do not understand now this new attempt by Hughes to demand this outrageous payments of $421.92.

My association would naturally like to have Hughes Net remove their equipment out of the premise here as soon as possible.

Business

Response:

August 4, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we are unfortunately unable to contact the [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to [redacted]’s complaint, Hughes would need the account number or phone number associated with the account. [redacted] may contact me directly with her account at the number below. Hughes is wholly committed to clarifying the nature [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with [redacted]. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: Continuation of complaint # [redacted]. The complaint was closed and it was not completed on my end. Let me note that I was in the hospital from 7-1 to 7-4. After coming home from the hospital there was a message on my phone from hughes net that I could not understand. I am just now getting back on my feet to get things done and I see that you have closed my original complaint. I requested my refund to my charge card on 5/18/14. I had a billing cycle of 6/2 and 7/2 and the refund was not posted until 7/4. I want my interest I was charged by the credit card company for the 2 billing cycles of 16.99%. Also, they were supposed to have my phone line repaired that they cut. They never came out and repaired it, so my husband went and purchased the supplies and repaired it himself. I want him compensated for this. It should not have taken them 48 days to reimburse my credit card company, when it took them less than 1 minute to take it out.Desired Settlement: I want my interest of 16.99% for $170.85 reimbursed for 2 billing cycles.I want my husband compensated for the materials and travel and time for repairing my phone line.I want Hughes Net to call and sp/w me and not leave a message that I can't understand. I would prefer they call me on my cell phone ###-###-#### because I will be going to physical therapy on a regular basis.Until this is resolved, I do not want this case closed. I am not satisfied with this company!

Business

Response:

August 7, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] on complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Regarding [redacted]’s latest concern, we have refunded all monies paid to Hughes by [redacted] and Hughes isn’t responsible for any interest assessed by her bank for two billing cycles. It is suggested that she consult with her bank to waive those interest charges. Regarding [redacted]’s damage claim, the distributor tried to reach her on several occasions according to our records. [redacted] will have to contact the distributor [redacted] at ###-###-#### to inquire about any possible reimbursement of repairing her phone line. 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]

Review: Was tricked into signing up for service with a rep that stated false information over the phone (lying about data distribution and neglecting to mention key features of the service that had I known, would not have signed up for)

when trying to cancel said service, the representative stated stated (erroneously) that I had 24 months on my contract, when the contract I signed and was holding in front of me said it was a 13-month deal. When trying to cancel said rep was extremely rude and curt concerning my situation, and disconnected me twice.Desired Settlement: Hughesnet needs to explain its services better instead of trying to trick people into signing up for the services. I know that I will never see the cancellation money or the close to $100 a month that I paid for worse-than-dial-up service, but others need to know about the shady practices being used by hughesnet.

Business

Response:

August 12, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on August 6, 2013. On July 28, 2014, [redacted]’s account was cancelled. Per [redacted]’s letter, Hughes’ doesn’t have a 13 month commitment period. Hughes’ commitment period is 24 months. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $250.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit in the amount of $125.00 to his account representing half of the early termination fee. 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]

Review: Hughesnet will not allow us to make payments on our disconnection fee. My wife and I have no issue paying the disconnection fee because it part of the contract we signed with Hughesnet. We decided to move and discontinue service with Hughesnet because we were dissatisfied with the service. Called billing and payments and asked if we were able to make payments. With all the other moving expenses $355 dollars would overdraft our banking account. The representative on the phone told us that they don't do payments and we would have to allow it to go to the collection agency before we could make payments. We have to take a hit on our credit in order to pay our disconnection fee? We are more then willing to pay it, we just can't afford to do it all at once.Desired Settlement: A payment option be made available so we can pay our disconnection fee.

Business

Response:

September 10, 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 support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service. Regarding request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. Unfortunately, Hughes does not have an ability to set up payment installments. However, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. To help offset some of the balance; Hughes has issued a credit of $150.00 bringing the amount due to $196.62. [redacted] may contact me at the number below with any additional questions. 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, Ecole F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]