Hughes Network Systems

Review: Hughes Net Internet.... They charged me twice on my credit card for internet. I was calling them with no internet and problems, they could never get a repair person out to us in a timely fashion. So I disconnected from them just over my 30 days and now they are still trying to charge me for a disconnect fee. They also charged my credit card fees that they didn't tell me when I received the internet.Desired Settlement: that they take off the disconnect fee... They charged my credit card for 138.00 for less than 30 days of actual internet that I received, I don't feel I should have to pay anymore and for the extra fees they already charged me and didn't tell me about those

Business

Response:

July 17, 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 about her account and is seeking the early termination fee waived. ”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.” Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she 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 recognition of [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes issued a credit of $200.00 to cover half of the early termination fee. [redacted] was charged $163.89. We have issued another refund of $82.00 to the credit card on file leaving the amount charged to $81.89. [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. Sincerely, Ecole F[redacted] Executive Support ###-###-#### [email protected]

Review: On or about June 1,2014 I went on the HughesNet website looking for broadband internet access to stream [redacted]. I had heard rumors that some satellite providers put limits on how much data could be downloaded without being charged extra. The website did not tell of a limit. I then used the phone to call a HughesNet representative. I asked about a limit on downloads without being charged extra. I was told that there was no limit. I then asked about my being able to use HughesNet to stream [redacted] . I was told that I would be able to. I then paid $89 to have HughesNet installed. It was installed on June 5,2014. I tried to use HughesNet to stream [redacted] . It would stream for 2 min. than download 4-5 min. and keep repeating this process. Not a way to enjoy a movie. I was unable to use HughesNet for this purpose. I then did research and found I had been lied about the download limit. The limit is not enough to allow me to use [redacted] as my primary T.V. , even if I was able to stream [redacted]. This was my purpose in getting what I was told was broadband internet, with enough bandwidth to stream [redacted]. I was lied to and signed a contract for something that is useless to me. This is not what I was led to believe I was getting by the HughesNet representative. Unless both parties have a clear understanding of a contract, the contract is null and void. I was mislead as to what I was getting by the HughesNet representative.

I thenDesired Settlement: Either get what I was led to believe I was getting, a broadband internet connection with the ability to stream [redacted] with no limits on downloads, or my money refunded in full and HughesNet uninstalled at their expense.

Business

Response:

July 18, 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 his service. Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’ service was activated on June 5, 2014. Relative to **. [redacted]’ concerns in regards to Hughes not having unlimited browsing, 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. You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. 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. All customers are given 30 days to cancel without penalty. We believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy if **. [redacted] decides to cancel his service. We will apply a credit to the account to offset the early termination fee if the account is canceled before August 5, 2014. 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]

Review: I have tried to disconnect from hughes net since November 5, 2013 they removed their equipment from the house. I finally had to call the bank and stop automatic payments. So now I get a letter stating that I owe them July 2014 payment. I finally got to disconnect today July 18, 2014. I believe hughes net owes at least a 6 month credit to credit card on file. The phone number on this application will allow them to view the account.Desired Settlement: 6 month credit to card on file. Monthly take was $71.14

Business

Response:

August 11, 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 charges to an account thought be closed. [redacted]’s account appears to be associated with [redacted] and she would need to contact ###-###-#### to bring closure to her concerns. [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. 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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: When my husband and I called to set up internet service with this company, we told the salesperson that I am an online student and need to watch videos online for class. We asked specifically if the service we were signing up for would allow this, and were told that yes, it would be capable of playing videos. We discovered that this was a lie. For about a day we might be able to watch a video, but for the rest of the month, we are out of luck. We have had to increase our data plan with our cell phone company in order for me be sure I can complete my homework. Every time we have called to find out why we were lied to we have to speak to a robotic it who just tries to get us to upgrade our plan. When we ask why we are not given the service we were promised at the point of sale, they tell us that the plan we have does not have enough data to accommodate watching videos and that we should pay an extra fee to increase it. Our question has never been answered. Tonight was the last straw. The woman we spoke to this evening, "Erica," told us she would upgrade us for 3 months for free, and if we want to keep the data at that level after the 3 month period, we will pay more per month. We agreed to that at first, knowing that we would NEVER give this company an extra dime since we were already being ripped off. If we could have internet that works for 3 months before we finally cancel, I think it's something we would agree to. However, as she was finishing her pitch she quickly threw in the fact that we would be paying double on our next bill. This company lies and provides a horrible service. I don't mind paying good money for good service. We have NEVER received good service from this company. The only things we have received are dial-up equivalent internet service, frustration, and dishonesty.Desired Settlement: Provide the service we were promised or cancel our service and give us a complete refund.

Business

Response:

August 28, 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 service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we have issued the early termination fee refund to the credit card on file totaling $180.00. Unfortunately we will be unable to issue any additional refunds. The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee. Ms. Artman would need to contact me directly for 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] Senior Executive Customer Support ###-###-#### [email protected]

I have been trying to get a refund owed to me in the amount of $355.00 credited back to my credit card for two months!! Everytime I call I get the Phillipines, with workers who give me FAKE american names! They admitted to the fake names today, 6/9/2015 sighting they use them for security purposes and will not give out their real names to customers. Any business doing this kind of practice needs to be investigated! No AMERICAN NEEDS TO DO BUSINESS WITH THIS COMPANY. Today they informed me they could not credit back my amount to the credit card on file because I had closed the account. The account still can take credits. They told me I would have to wait another 45 days for a check, or I could give them a debted card, which I did and when I did they hung up!!! I called back, and was told a credit has been issued to the old credit card!! I now had to close my debited card for my own protection!! PLEASE STOP THIS BUSINESS NOW BEFORE SOMEONE ELSE GETS HURT.

They have a horrible service. I was constantly running out of data, although I was rarely using the service. When I called to complain, they tried telling me it was because I left my computer on and there were automatic updates; however, I do not even own a computer and the tablet I was using, was ALWAYS turned off when not in use. After explaining this, they denied it completely. Additionally, I had surgery and was off work for 8 weeks. I tried to setup a payment arrangement and they refused and then continually harassed me for the bill, although I told them several times which day I would pay on. I was receiving 5-10 calls a day from their billing department and half of the time, they would hang up when I answered.
When I was trying to use the Internet, the page was constantly not loading and I was NEVER able to watch videos because it would never buffer completely and was constantly stopping.
I would NEVER recommend their service to anyone.
Additionally, their support staff DOES NOT SPEAK ENGLISH. It was so frustrating and they never understood why I was calling. It was a horrible experience from every angle.

I was mislead. They allowed me to use my allowed MB at anytime the first month and then changed speed and time of speed after that.

This business is stealing from ignorant people. I understand they may offer service to those in remote areas but they should disclose that there are better ISPs in an area. They service is inferior and expensive that includes a contract. Someone like my mother has no idea what they re doing when signing up for an isp and they have taken her money.

It has taken 3 long phone calls at 20 mins to an hour plus a piece to change service to our new house and cancel service to our rented house. We were double billed 2 months. (They have NOT reimbursed the double billing). And when they canceled the old house they billed us an early cancellation fee of $220 even though we remained customers at the new house!! They did promise there would not be a fee. On the third call the rep said he did see it noted on the account that we would NOT be billed the fee. Stayed on hold a very long time while he worked with his supervisor to get the fee returned. When he came back he said he and his supervisor had to fight with billing to get the fee returned!?! What kind of company is this that treats its customers so badly? I'm outraged that I have been double billed AND fined for this company's mistakes and incompetence. I've never had such poor experiences with a service provider. Now it's a 7 day wait to see if they followed through on returning the early cancellation fee. There has been NO offer of returning the double billed months. It's mind boggling. If I could cancel altogether and get a better provider I would. But that would be another fee.

Review: I signed a contract with Hughesnet 11/12/12 and began having service issues mid-December (immediately after the 30 day contract trial period). Called and spoke with Tech support 12/21 and the rep refused to acknowledge that the problem could be with Hughesnet. He claimed it was an issue with the device we were using since our internet worked with other devices. I explained that the device was brand new, but he insisted it could not be the service. I paid $150 to have the manufacturer service the device. It was sent back and claimed to be in mint condition. It still did not work with the internet so I called Hughesnet back. Same thing, it had to be the device because the internet was fine. I sent the device back to manufacturer and same thing happened. Then it happened with another device (my wireless router) and hughesnet refused to acknowledge a service issue. In Feb, my new semester in college started and I was unable to access my classes. Called Hughesnet and same thing, it could not be the service, only the device. My husband bought me a new computer thinking the problem might have been my old laptop. I was still unable to access classes. I paid an outside company $150 to take remote access of my computer to find out why I was unable to access. No problems found in my device. My husband took the new comp to my friend's home, connected to her cable and I was able to access my class. 2 out of the 3 months we paid a ridiculous price for internet that we were not able to completely utilize. I called hughesnet demanding OUT of my contract and was told that I had never called in previously, this was their first awareness of service issue, so I was not able to get out of contract. Accountability is obviously not something this company is keen on. I canceled service and begged to have the cancellation fee waived since their company had invalidated the contract when they did not provide the service they guaranteed. I was refused. I cried and felt sick to my stomach.Desired Settlement: I want my cancellation fee waived. I called on more than one occasion. I wasted time on hold with this company (ranging from 15 mins to over an hour). I was given the run around by numerous technicians and representatives. When I asked for my service to be repaired, I was told that there is a charge for that. I have never felt so let down and cheated by a company in my life. All I want is to have my cancellation fee waived. It would be the one pleasant thing Hughesnet ever did.

Business

Response:

March 11, 2013

Review: We had no satellite internet services during the day time hours only after seven pm mostly but some times not at all.

All efforts via email and phone went unheeded until we sent notice via Emil and USPS that we wanted to discontinue the service ( or lack of) with Hughes Network Systems.

After weeks of disappointing customer service a representive finally ran a test from their end and said nothing showed at fault however I needed to up grade to their new and more expensive service they have or I would have to pay for a service call to have someone look at the equipment that we rented from them. We opted to rent the equipment verses owning as they were supposed to fix it at their expense.

It is my opinion the customer services is greatly lackingDesired Settlement: Others beware

Business

Response:

April 30, 2013

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, we attempted to contact [redacted] to resolve the outstanding matter on 4/30/2013. It is our understanding that [redacted] has some concerns regarding his service and is seeking an explanation of his browsing speeds and repair of his leased equipment.

At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “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.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. Leased customers are required to pay for a technical dispatch if there system is out of warranty.

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

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:

Hughesnet did attempt to contact me but only after I indicated that I was going to dicontinue their service. It is my opinion that they did not act in good faith regarding the service expected.

Regardless It is over and done with, as I am rid of them.

Regards,

Review: Abuse of banking privileges.HughesNet has lost equipment Modem which was returned (8-24-2012) to the company in the box they sent to me for that purpose. After attempting to access my bank account for payment of the modem in (4/2013) failed, they sent me a letter requesting $106.00 for the part.Earlier this year Hughes charged my account 212.00 for the radio that wasn't returned with the modem.They never contacted me that the radio was missing. I filed fraud charges with the bank to get my money back.I paid $5.00 extra on my account for the right to pay by invoice. I went online to pay and they kept my charge number without my knowledge and took money from my account without my permission.This last violation was the 3rd time. I have complained to the company but communication is an issue.

Product_Or_Service: internet service by satellite

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Stop the charges which means leave me and my bank account alone. Fix communication issues so no other customer will be victimized by this company.

Business

Response:

May 20, 2013

Review: I recently ordered services through Hughes Net for internet. The sales representative spent more time telling me about the A+ rating with the Revdex.com than she did actually telling me about the services. She did not tell me that the service plan was not unlimited. She never told me that it was only 10 GB/ month. After finding out about this, I was given 3 tokens to help provide service. That is 1.5 GB. When those ran out, I attempted to purchase another token. The sight makes it appear as if you purchase 10000 MB for $5.00. In fact you only get 500 MB for $5.00. When I questioned it they refused to do anything about it.Desired Settlement: I want them to refund my money or at least some of it, fix the web site to reflect the correct information and I will be attempting to take my services else where and do not want any early disconnect charges.

Business

Response:

August 1, 2013

Review: Customer service reps. Lie constantly. Take money out of your acct unauthorized. Charge your acct after it has been closed and fail to refund it.

We closed our acct with them in May 2013. I specifically told them to take my credit card number off our acct, which they didn't. I have reference numbers from countless phone calls with them. These reference numbers do not mean anything because they lie to you and type whatever they need to in the notes to cover themselves. They charged our acct in June and August. As of today, September 26th, we have not received our money back in our acct and now again, they are saying it could take another week. We have been told numerous times our money will be back in our acct., in which, it still isn't there.Desired Settlement: We want a refund from 6/10/13 for $64.98 and from August 10th, for $258.02. $54.00 in overcharges on cellphone for having to be on hold with this company for over nine hours and still haven't gotten anything accomplished.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Oct 6, 2013 at 1:20 PM

Subject: Hughesnet complaint #[redacted]

To: "[email protected]" <[email protected]>

We have received our refund, that we initially sent in the complaint. We are happy with the outcome. Please forward to the business, and also the dispute center of the Revdex.com.

Thank you

Review: Failure to provide good customer service and ability to use product paying for

On 7/6/13 Hughesnet was setup to come to my residence to install service.I contacted Hughesnet on 7/6/13, because noone had shown up to install. The representative, stated that Hughesnet had no one working that day. I explained to the representative that no one called or showed up and my husband and I scheduled time off work to be home. The representative stated they could reschedule the install for that Monday. I explained to the representative that it would nee to be after 3:45pm, because my husband had to work until3:30pm. The representative stated no problem they would make sure the installer understood the arrangments.That Monday I received a call from the installer at 2:30pm stating he was at the residence and no one was at the residence. I called my husband and he had to leave work to let the installer inside our residence.We contacted Hughesnet a couple weeks later regarding slow and no internet service. The representative asked where the modem and router was located. I told the representative the installer installed them in the basement. The representative asked if we could move them up to the main floor. I told the representative my husband was out of town for a few days when he returned we would relocate the devices. The representative stated if that didn't help with the slow or no service to call back. After my husband returned , we moved the devices upstairs and still received slow or no internet service. We contacted Hughesnet back again and the representative stated she would try some trouble shooting. The representative trouble shooted for about and stated that it was the router. The router was the same router we had used atthe previous residence less then two miles away. We purchased a new router and still slow or no internet service.Hughesnet was contacted and the representative stated that they would send out a service tech. We received no phone call for a service tech, no credit to our bill. We got to the point of pear fusteration, I called to cancel service on 10/8/13.We are able to use our mobile hotspot on our cellphones with no proble** and the service is fast. While, speaking with the representative on 10/8/13 , she stated I would be billed for a early termination fee of $385.00 and also a$300.00 equiptment fee if the equiptment was not returned. I could understand the early termination fee, however Hughesnet had not been willing to compensate us in any way for not being able to use a service that they are suppose to provide to a paying customer. On 10/9/13 , I logged on to my bank account to find out that Hughesnet had debited my account for the $385.00, in which I was told I would be billed for. The account was closed on 10/8/13 and Hughesnet authorized a charge to my account that I didn't authorize on 10/9/13. I'm not asking for the whole amount to be refunded, but Hughesnet dropped the ball on their customer service from day one.

Deputy

[redacted]Desired Settlement: I would like some type of a credit to my credit card account, Hughesnet dropped the ball. I feel as if they really didn't care to fix the problem or care if they had us as a customer.

Business

Response:

October 24, 2013

Review: February 2013 Hughesnet was bundled with my cable tv provider. The tech they sent to install my internet was there all day, and when I arrived home that night, my cable tv did not work. I called direct tv out, and they informed me that all of the cables they had installed, had been removed and ran into the hughesnet equipment. I decided that this was unexceptable, and I canceled my hughnet as my internet provider. They sent a mailing label, and I returned all equipment that was installed in my house. October 31, 2013, $215.60 was removed from my bank account from Hughesnet. I called the customerservice number, and was told that there was equipment attached to the satelite dish (which is on top of my house) that I failed to return. That I had to pay $100 to get a tech out to remove it, and then I was to cover the shipping cost as I was the one who didnt return all equipment. I never received a notification that this was needed, that I was responsible for anything on my roof. The customer service rep finally agreed to waive the $100 service fee for the tech to remove, but that I was responsible for shipping. After 30 minutes on the phone (29:54) a tech will be coming to my house to remove said equipment, I will be reimbursed for my shipping costs once I fax the receipt, and my $215.60 will be returned once they receive my equipment. Thanks to the money being removed, I am in default and have incurred charges from my bank.

Business

Response:

November 20, 2013

Review: My credit card has been used to make unauthorized payments. I contacted HughesNet in regards to what this charge was for and the representative stated it was for "unforeseen taxes" . I did not authorize HughesNet to charge my card for anything other than the initial install fee of $449.97. I am requesting the charge of $25.89 returned to me in the form of a check and to have my credit card information removed immediately. I am also requesting a detailed invoice of these so called " unforeseen taxes" as well as an explanation as to why I was not informed and billed appropriately. Use of my billing information for unauthorized purposes is unacceptable and will not be tolerated.Desired Settlement: Refund of $25.89 in the form of a check. Removal of my billing information and a detailed invoice explaining the charges.

Business

Response:

June 19, 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.

After further review, at the time **. [redacted] place his order taxes ($35.89) are exclude from the initial payment.

The initial order was for $199.99 for the equipment, $199.99 for the installation, $59.99 for the service fee and a $20.00 service discount bringing the amount to $439.97. The initial payment was for $449.97;therefore we deducted $10.00 from the initial payment bringing the amount due to $25.89 for taxes; bringing the total amount charged to $475.86.

We have included a breakdown of those charges for **. [redacted] review. In light of the difficulties **. [redacted] experience with our service; we have issue a refund of the $35.89 to the credit card on file.

**. [redacted] would need to contact our customer support team to move his account to invoice billing at ###-###-####.

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:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory with one change. Please advise Hughsnet to mail me a check or credit my bill with the refund, as I have canceled that credit card after it was used without my knowledge or consent.

Regards,

Review: I recently relocated to the Atlanta area from [redacted] Maryland and had Hughesnet internet service installed at my home on the day I moved in which was January 6, 2014. From the first day the service was installed I received horrible service and thought that maybe the service was bad due to the number of devices that I had linked to the internet. It took me a while to get settled in to my new home in a new state and once I had completely settled in I thought it would be a good opportunity to dig into what the potential problem was. After looking into the issue I found that it was not the number of devices but the internet service I had, by turning off all of my devices except for my laptop and I found the real problem. I complained initially to customer service and received a few months discounted service but the service never improved so I called customer service back in April 2014 and informed them that I was not pleased with the level of service that I was receiving and I wanted to discontinue my service. The representative on the phone offered me more discounted service but never offered a resolution to the slow internet service that I was receiving so I decided to follow through with discontinuing the slow service I was receiving. The representative explained that my minutes for service was being over used at which time I asked him to explain what he meant by this. He stated that I have a limited amount of hours to use my internet service which was never explained to me when I signed up for the service. I informed the representative that I wasn't explained this when I initially signed up for the service and was offered an apology but that was it. After choosing to discontinue my service based on the fact that I had received horrible service from day one, I was told that if I chose to disconnect the service I would be billed $385.00 for discontinuing the service. I asked for a supervisor and the representative stated that he would reduce the fee to $185.00 and I told him that I should not be charged any fee because the service they provided was horrible and did not meet my needs. The representative transferred me to a supervisor and after speaking with him he refused to remove the fee that I believe is unacceptable based on the lack of service I was given with Hughesnet system. The supervisor stated he did not care if I felt the service was horrible and that he would mail a bill out to me in the amount of $185.00 which I received today 5/12/14. If the service met my standards and was not slow I would continue to be a Hughesnet customer for life, however receiving a bill for first $385.00 and then $185.00 because I was not pleased with the service left a very bad taste in my mouth and I will never refer Hughesnet or give them another chance to win my business back in the future. I feel that this $185.00 fee is excessive and I am being penalized because of the lack of internet service that Hughesnet provides.Desired Settlement: I would like the amount of $185.00 to reduced to zero based on the horrible service I received from them. I should not be penalized and have to pay $185.00 for service that did not satisfy me. I have returned their equipment and paid my balance due for monthly usage and don't believe that I am responsible for their insufficient service levels with internet.

Business

Response:

June 6, 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 contacted **. [redacted] to resolve the outstanding matter. 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]’ service was activated on January 6, 2014. On April 24, 2014, **. [redacted]’ account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $370.00. All customers have 30 days to cancel service for any reason without penalty. Regarding **. [redacted]’ 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]’ 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 his account representing half of the early termination fee. In addition to the $185.00 credit, we have credited $153.00 of the $255.00 worth of charges for service on the account since it was installed. We informed **. [redacted] of our decision on June 6, 2014. 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:

[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: Hughesnet does not have a signed document from me agreeing to any early termination penalty as mentioned in the written response. Also they have not done anything in good faith. Please see the attached document with additional information in response to Hughesnet. If the representative I spoke with does not have the authority to waive the penalty, I would like to speak with someone within the company that has the authority and can resolve a horrible customer experience.

Regards,

Business

Response:

June 26, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’ latest concern, Hughes has waived the early termination fee in full. At this point, we have waived the remaining $185.00 of the $370.00 early termination fee which brings the final balance to zero. 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:

[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: Satellite internet plan mis-represented. Cap on data allowance not explained.

Hughes Net satellite internet customer Acct # [redacted] . The plan we are on was mis-represented to us. We were told it was download speed, not data allowance. After experiencing internet issues and calling Hughes Net customer service, we discovered that we were capped at a certain data level, which had nothing to do with internet speed. We were also advised that breaking the contract would cost us $400, which seems an exorbitant price. There are two online college students in the home. We would have never signed up for this if we had known there would be a data allowance/cap.Desired Settlement: We wish to stop the contract with Hughes Net and not pay the $400 fee due to mis-representation of services.

Business

Response:

August 6, 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 contacted [redacted] to resolve the outstanding matter. 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 the account is registered to Crystal Reardon and was activated on May 6, 2014. On August 6, 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 $385.00. 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 $385.00 to her account representing the early termination fee. We informed [redacted] of our decision on August 6, 2014. 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]

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 cancelled back in October 2012. I informed them that I just became a widow and needed to scale back. I received a better rate from another internet service more in my price range. First they said they could not talk to me as it was only in my husbands name. Again I said my husband passed away. I asked did they need a death certificate. They said no but would notify the proper dept. and they would get in touch with me. I did not here from them but received another bill.

I called again, They then said they would put the acct. in my name so they could talk to me about the bill. I again told them I cancelled this acct in October as I could not afford them and found another internet carrier in my price range. They were not happy about this at all. I was informed to return all equipment and they would settle up my bill. I informed them that I sent them that months payment. I am still getting bills now it is up to $411.04. I do not know how to get this to stop. They are ruining my credit. something I do not need at this time. I am on Social Security.Desired Settlement: Stop Billing me on something I cancelled in October 2012.

Business

Response:

March 18, 2013