Hughes Network Systems

Review: On 26 March, 2013 a third party dealer, [redacted] was called to select a internet service provider. During the call agreed to have Hughes Net as a service provider. The dealer explianed terms and conditions, and explained that a one time service $49.00 upfront installment fee, after I would be billed $39.99 each month. I agreed to all. An installer installed the service on 2 March, 2013. The next day, when checking my billing online at their website a $475.57 charge appeared, and had been debited from my bank account.

I called the company to find out why I had been charged that amount, and I was told the payment was for purchase of equipment under the Purchase Plan. I disagreed by informing the terms I agreed to where under their Lease Plan with the waived upfront installment fee and a $39.99 monthly service fee.

Their customer service then said they would have a Sales Review arranged so I could listen to a recording of the agreement made with the third party dealer. Three weeks later they had not returned my call, and when I called them I was informed records were being gathered, and I should call back later. A few days later I call them, and they informed they would not credit my bank account for the $475.57, unless I faxed an Order Confirmation from the third party dealer. A number was provided to contact the dealer but it was invalid.Desired Settlement: The $475.47 is to be recredited to my account, and my monthly plan is to be changed from the Purchase Plan to the correct Lease Plan.

Business

Response:

April 5, 2013

Review: HUGHES NET WAS MY INTERNET PROVIDER FOR FIVE YEARS THEY ARE THE WORST COMPANY TO DEAL WITH I CANCELLED MY INTERNET HAD TO RETURN THERE EQUIPEMENT WHICH I DID THEY CHARGED ME FOR A RADIO THAT IT HAS BEEN ON ROOF I HAD TO PAY SOMEONE TO TAKE DOWN AND I RETURNED IT THEY HAVE CHARGED ME $216 FOR IT AND NOW I HAVE BEEN TRYING TOO GET MY MONEY BACK I HAVE CALLED AND GOT THE RUN AROUND THEY ARE NOW WITH [redacted] AND HAVE TOLD ME TO CONTACT THEM I HAVE DONE BOTH AND AM GETTING NOTHING BUT THE RUN AROUND HUGHES NET IS THE WORST COMPANY IVE HAD TO EVER DEAL WITH THANK YOUDesired Settlement: REFUND AND WARN PEOPLE OFF THE COMPANIES BAD SERVICE

Business

Response:

June 3, 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 return of her equipment. Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted]. Due to leasing the equipment it is required that the customer return the equipment to avoid being charged an unreturned equipment fee. After further review, Hughes has issued a refund of the unreturned equipment fee of $216.00 to the credit card on file 5/06/2014. **. [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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I called and cancelled my HughesNet services due to lack of advertised speeds. After a week of troubleshooting it was still bad. We were mailed a box to send our equipment back along with a prepaid return label. I called on 9/30/2013 to ask about how to remove equipment from the satellite dish that was on my roof. I then sent all the equipment back, this included a radio receiver from the dish and then the modem and cords. I packaged it according to their instructions and mailed it back using the prepaid UPS label that they sent to me. I then noticed they never refunded my prorated portion of the first month that I had paid for, and I also started getting emails stating "your hughesNet bill has been generated". I called back only to find that someone had fraudulently reactive a my account when I called on 9/30/13. During my first phone call on 11/13/13 I did not have my case ID# and the CSR told me they had no record of me ever calling and that I was wrong. So I searched frantically through my papers and found it! I called back and the new CSR apologized and also said all case ID's are attached to my account and could be looked up. Everything was confirmed correct and he went back and refunded all my automatic payments they had debited and re-cancelled my account. Everything seemed fine, until I got an email saying they were sending me a box and prepaid label (AGAIN) to return my equipment which I had ALREADY returned. I then called again and the CSR said "we never got your equipment, well I see we only got back part of it." Then I argued that if they had part of it they had all of it because I put them both in the box like the instructions said to do. The CSR then asked if I had the tracking number for the box I returned to them. Are you kidding?! They sent me the label, not the other way around. If they had any accountability they would have that UPS tracking # in the case ID. I only had record of the tracking for he box they sent me, not the prepaid label inside. I was told they would follow up with this and all me back. I have heard nothing and now I have a new email on 11/28/13 saying my new HughesNet bill has been generated! I've already cancelled twice! How do I have a new bill!!? My case ID's are #[redacted] #[redacted] #[redacted]. I just want HughesNet to stop fraudulent ally billing me for a service I cancelled almost 3 months ago!! I also refuse to be billed for equipment that I already returned to them.Desired Settlement: I just want HughesNet to stop fraudulent ally billing me for a service I cancelled almost 3 months ago!! I also refuse to be billed for equipment that I already returned to them

Business

Response:

December 12, 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 December 2, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the cancelation date of her HughesNet service, and is seeking a refund, and no early termination fee.

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

Our records indicate **. [redacted]’s account was activated on August 28, 2013. **. [redacted] contacted our billing support team September 8, 2013 to cancel her account. **. [redacted]’s account was reactivated, in error.

**. [redacted]’s account was not closed as requested on September 8, 2013. Considering her overall experience, Hughes has agreed allow **. [redacted] to cancel her service with no $400.00 early termination fee. Hughes will credit and refund the service charges following her attempts to close her account. A service refund was processed on November 13, 2013 to **. [redacted]’s credit card on file in the amount of $110.84.

We sincerely regret any inconvenience **. [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 very much for your consideration.

Sincerely,

Office of Executive Support

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

Review: I cancelled my internet service on November 7, 2012. My checking account was already debited the prepay amount of $49 for the month on November 4, 2012. When I cancelled my account they refused to refund my money until I sent the equipment back. So I sent the equipment back in the return shipping boxes provided to me. I called back to receive my refund and was told that the actually billed me for another 30 days. I had already moved from the other address and had another internet provider in place, I was not able to connect to the equipment. I have called numerous times to receive my refund and I am told that the when I cancelled the accounts it actually did not get cancelled until 30 days later. I have a confirmation email that the account was cancelled on November 7, 2012. I had already paid in advance for the month of November, I should receive a refund for the amount of money I did not use because I cancelled the service. The two year contract was already abolished. I had no contract to fulfill.Desired Settlement: I desire a refund for services I did not receive and that I had prepaid.

Business

Response:

March 26, 2013

Review: I signed up for a Television and Internet Package from [redacted] and they provided the TV Service and contracted the Internet Service From Hughesnet.

The advertisement misled me to believe that all of the services were provided by [redacted].

They were not.

When the Internet installer arrived he was rude and did not ask where to install the Satelite Dish on the house.

He installed it in the front of the house, which is not allowed by our Home Owners Association.

The service that was provided did not meet my expectations and was not acceptable.

I cancelled the contract with [redacted] and with Hughes Net.

I was told that they would cancel the contract with no penalties or charges because I cancelled within 24 hours of installation.

They also said that they would remove the dish and repair any damages as a result of the installation.

I was given a case number of #[redacted].

I called today to find out why I had not received the shipping package to return the modem and asked when the removal of the dish would be scheduled.

I was informed at this time that they had an order to send out the shipping package but they knew nothing about sending out an installer to remove the dish.

I was then told that they would not remove the dish but that I could pay them to have someone come out and remove it.

Every time you call the company you have to spend 5 - 10 minutes navigating the automated answering service the have.

When you finally get through to someone they spend the whole time reading from pre-printed scripts and do not listen to what the customer has to say.

There is no local office that I can go to and talk face to face with them.

All I want is for them to remove their equipment and fix any damages that they did when they installed the equipment.

I do not think that I should pay anything for them to resolve this problem.Desired Settlement: The company needs to refund any payments that I made and should not charge me to remove their equipment that was installed improperly.

Business

Response:

April 14, 2014 **. David Dennis 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. After further review, Hughes has issued the refund of $170.51 to the credit card on file. While we regret losing **. [redacted] as a customer, Hughes understands **. [redacted]’s frustration and concern. Therefore, we have created a complimentary dispatch for a technician to arrive on site to de-install **. [redacted]’s equipment. A technician will contact **. [redacted] to schedule a convenient time to de-install his equipment. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee with the required return materials sent to **. [redacted]’s site. **. [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, [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:

They sent out a technician to remove the equipment today.

They only scavaged the electronic parts off of the dish assembly but left the dish and all mounting brackets and frame on the roof.

They did send a box to return the equipment that was inside the house.

They can not leave the dish and all of the framework on the roof of my house.

As stated in my complaint, the dish was installed on my roof in the front of the house and that is not acceptable.

They need to send the technician back out to remove ALL of their equipment that they installed improperly.Regards,[redacted]

Business

Response:

April 24, 2014 [redacted] Trade Practice Consultant Revdex.com1411 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 additional concerns regarding his HughesNet service. After further review, we have created another complimentary dispatch for a technician to arrive on site to de-install the dish form **. [redacted]’s roof. However the technician will be unable to remove the mounting brackets “foot plate from the roof” that is the customer responsibility. **. [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, [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, [redacted]

Review: Upon subscribing to Hughes Net we were told it is great for surfing the net and social media sites such as Facebook. We have had ongoing proble** with the service and after months of complaining, finally got the retention dept. to send us a new modem to see of that was the problem. The problem with not being able to load web pages or get into the Facebook site continues and in fact got worse. I am calling today to have them come out to take out my service dish, and am quite sure they will want to hold me to my 2 yr. contract. I would like to be released from this contract since they can not provide the services that they advertise. To upload any picture I have to take my pixels down by 1/4 of the size. The Facebook site either will not load, or when it does, the pictures are all blocked out with a windows generic icon. Just terrible overall service and the tech support is based in India and the people are like robots and very unhelpfulDesired Settlement: The Hughes Net company needs to be shut down or they need to advertise that their service is for web surfing only and will NOT support the interactive social media sites or photo graphics. They do not need to hold people responsible for he penalty fees associated with their contract when THEY are the ones breaching the contract not the customer. If they charge me the penalty fees, I will file an additional report and take them to court and fight it as my/our credit scores are too high and we have worked too long to let a company like this ruin our lives.

Business

Response:

December 18, 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 December 8, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the performance of her HughesNet service. **. [redacted] is seeking improved and consistent internet browsing speeds, or to terminate her service with no early termination fee.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on March 23, 2013. Hughes offered to troubleshoot with **. [redacted] to

determine any problems with her equipment. **. [redacted] was willing to consider not closing her account under the assistance of Executive Customer Care.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has offered the assistance of our advanced technical support to work with **. [redacted] to hopefully resolve her technical issues. As an executive courtesy, we issued two credits to **. [redacted]’s account in the total amount of $187.21 on September 22, and December 4, 2013. Hughes also applied a monthly service discount of $30.00 off the next six months. Hughes will continue to monitor the performance of **. [redacted]’s service and is committed to working with **. [redacted] to reach a resolution. Should **. [redacted] remain dissatisfied with the performance of her service, Hughes stands ready to cancel the account without penalty.

We sincerely regret any inconvenience **. [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 very much for your consideration.

Sincerely,

Executive Customer Support

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

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.

**. [redacted] went above and beyond to make sure my service was working properly and gave me his direct phone number in case I have any future issues. He said he would send me an upgraded new model modem and send repair technicians out to adjust my dish terminal if necessary at no cost to me. I am happy that he called me personally! That is unusual in this day and age.

Regards,

Review: I am currently a hughesnet customer paying for service of internet to my home. The internet service I am paying for is inadequate and sometimes will not work. I made an attempt to cancel the service due to these problems and was informed I would have to pay 250$ cancellation. If I were receiving close to the advertised service I would not argue this fee however I am getting .4 MBPS speeds as apposed to the advertised 7 MBPS. I understand that sometimes the advertised speed can't be achieved due to geographic location, however the ISP should be able to make a representation of local speeds based on Other contracts in the area. Basically I would have never agreed to this service had the Provider made the correct representation of the actual service I would receive.

The service is far below what I am paying for of no fault of mine or the provider but I don't feel the cancellation fee is appropriate. I was referred to a subcontracter that trouble shoots connectivity problems through hughesnet and they are the ones who provided the actual speeds and checked my computer remotely which I was a little uncomfortable with. The actual speeds reported by that agency were download speed of .45MBPS and upload .21MBPS. No issues with my computer were found by that agency even though they spent a few hours inside my computer.Desired Settlement: I would like service discontinued without the fee since the service issue is no fault of my own.

Business

Response:

May 23, 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. 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. “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. As a result, Hughes has performed diagnosed with his service and determined there are not any issues with his system components. However, we would need to do further troubleshooting to determine any underlying issues. After troubleshooting, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. At this point, we will be unable to waive the early termination fee. **. [redacted] would need to contact me directly to bring closure to his complaint. 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 understand the service cannot be guaranteed and would accept the fee if the speeds were at least reasonable. However .2 MBPS is unreasonable. I don't see how this can be concluded satisfactorily if the fee will not be waved and I have already contacted Hughes twice on this issue and nothing has been resolved. The consumer (me) apparently will just have to pay an additional 250$ to disconnect below average service. Had Hughes correctly represented them selves and the service they provide in my area then I would have never agreed to the terms. They hook you with terms such as should be really close to the agreed speeds. While I don't think .2 MBPS is anything close to 7 MBPS.

Regards,

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 additional concerns regarding his service. We understand **. [redacted]’s frustration. As previously stated, Hughes has performed diagnosed with his service and determined there are not any issues with his system components. However, we would need to do further troubleshooting to determine any underlying issues. After troubleshooting, **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating. Our speed test are determine by an average of speed test. At this point, we will be unable to waive the early termination fee. We would need **. [redacted] to contact me directly at the number below for closure to his complaint. 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 understand the contract says speeds cannot be garaunteed. Speed tests have already been completed at Hughes net request through their vendor/subcontractor. No problems with my computer were found and seems to just be poor service. I am not going back and forth with the issue and at this point I am just going to pay the fee. It is unlikely I will ever recommend hughesnet to anyone I know due to the lack of concern for the consumer and the misrepresentation of the quality of service. Like I said before. Paying for 7 MBPS and getting .4mbps at best is below what any consumer would expect. Thanks!

Regards,

Review: I've been experiencing extremely low speeds with my HughesNet Service for a very long time. I contacted customer service for assistance with this: I pay $78.43/month for Basic Internet service which 1.0 Mbps, with typical speeds of about 550 Kbps to 650 Kbps during peak times. I've only been getting maximum 0.23 Mbps at any given time which makes internet browsing nearly impossible. I engaged in trouble shooting for almost 2 hours via the phone and nothing changed. I requested to speak to a manager who did the same exact trouble shooting which resulted in nothing being changed. His solution was to offer an upgrade for an additional $20/month. As someone on a fixed budget this is ridiculous. All I want is the service I've been paying for. What is the purpose of having this service if it cant be used. Other things to note are: the manager was terribly rude and kept telling us he saw nothing wrong with not being able to browse the internet and nothing was wrong with our service from his perspective. I have a brand new computer, ran all the diagnostics to ensure the problem wasnt on my end. After all this time the resolution is to pay more for mediocre service? How about a refund for the past year of egregiously less than advertised speeds.Desired Settlement: An upgrade at NO ADDITIONAL COST or repair of my current service so that I get what I pay for.

Business

Response:

September 10, 2013

Review: A previous complaint has been filed: ID# [redacted]. Hughes Net had settled with Customer and then after the Revdex.coms complaint was agreed upon and closed by customer, Hughes charged customer for a month of service. Customer had closed the account before March 28th and should not have been charged another month of service. Customer had actually tried to cancel the account three times in the span of a month but due to the business's overseas satellite telephone service connection was unable to confirm a cancellation. Due to the charging of $73.54 our bank account was overdrawn and charged a fee of $34. The fee of $34 was again charged to our account when the month charge of $73.54 was presented again. The total amount disputed is $141.50. This type of action is not acceptable for a business. Cancelling and then being charged after a service is cancelled is unacceptable. Having a family bear the burden of overdraft fees once a business does not honor their agreement with a mediator (Revdex.coms) is unacceptable.Desired Settlement: Refund $141.50

Business

Response:

June 20, 2013

Review: I was charged $216.50 today on my credit card.

They received their equipment back on 03/07/2014, 10:17AM at [redacted], MD.

This is an unauthorized charge.

This service was installed 02/23/14 and disconnected & cancelled on 02/25/14.

I had to file a Revdex.com complaint at that time to get a partial refund.Desired Settlement: I want a full $216.50 refund for this erroneous charge.

Business

Response:

May 15, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on February 23, 2014 and requested to cancel her service on February 26, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Hughes’ subscriber agreement contains specific language that states customers must return their equipment. “If you cancel within 30 days of activation:No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”At this point we have created a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned. In addition, we have sent a prepaid label so that **. [redacted] can return the equipment without incurring shipping charges. As soon as we receive the equipment, we will credit the account in the amount of $216.50 and that amount will be refunded to the card on file. We informed **. [redacted] of our decision on May 15, 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 spoke with a customer service representative around September 6, 2013 to sign up for bundling my service with [redacted] for a discount.Later, I was unable to receive the discount I was told. I was also informed on a recorded phone call being told I was going to have a technician come to my home, install the internet, and he would show me how to check my data usage. 2 weeks later I was unable to access my internet. I spoke with HughesNet customer service in November and explained that I have not been able to get my internet to work correctly 2 weeks after I signed up. They explained that I have data overage every month (even though I had not been on the internet). They referred me to a company I had to pay to log onto my computer and disable all updates from running. They also discovered that there was a problem with the HughesNet website and a few others that I was blocked from viewing. One of them was the website I was suppose to be able to check data usage on. They explained that it was a HughesNet error however when my data renewed the following month I should be able to access my internet again. I gave it until today 1/29/2014 to get me back up and running. I spoke with HughesNet customer service and explained to them once again my issues and that they have not been resolved. I asked them to cancel my contract and they explained that it would be a $350 early cancellation fee. I told them that I do not feel like I should have to pay that nor any of the other months since I have not been receiving the services I signed up for. They said they could give me a $20 credit and some free tokens for in the future. I did not feel like that would satisfy me considering the issue with my service and I have no guarantee I would have internet usage in the future. I told them to keep my service on because I was not going to pay the $350. I would go another route instead. I called my bank to cancel my card to stop them from withdrawing any more from my account. The bank put me on hold to call the fraud department and flag them from making any transactions. The lady from my bank got back and the phone and informed me that they had just tried to take out the $350 cancellation fee that I had not approved. However, I had called the bank just in time to have it stopped. I feel like I have paid a lot of money to this company for a service I have not received. I did manage to find out before hanging up the phone with HughesNet that all of my phone calls are recorded.Desired Settlement: I have never dealt with a company nor customer service so terrible. I have never had to file a complaint before and hope to never again. I want a full refund of all payments made to HughesNet. Approximately $409.93 refunded, all future occurring charges erased, and my contract terminated at no cost. I feel I have been more than patient with this company and no longer wish to do business with them. I have stopped any future payments and will return all of their equipment once I have received my money back.

Business

Response:

February 18, 2014

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 contacted **. [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 6, 2013. On November 20, 2013, **. [redacted] called to state she was experiencing technical problems with the service but wasn’t home to troubleshoot with technical support. **. [redacted] was referred to Home Tech Support to diagnose any issues with her computer and or router. The next communication from **. [redacted] was on January 29, 2014 to request to cancel service. At that time **. [redacted] requested to keep her service active while she disputed the charges on the account. We have informed **. [redacted] that if she cancels her service she will be subject to an early termination fee as a result of cancellation within her contractual agreement. **. [redacted] has been advised that while her service is currently still active, she will need to request a cancellation with the account management team by contacting customer support at ###-###-####. She can be sent directly to the account management team by saying the word cancel once she enters her phone number when asked by the automated system.

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 $341.80 to her account representing half of the early termination fee, in addition to a credit for two months of service.

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: I have only had this internet servixe for a little over a month. It had been very unrealiable and the wi-fi goes up and down. I was told BEFORE I even got the service...on my call to see about getting their service that if I signed up for paperless billing I would get a paper bill the 1st month and then it would swith over to paperless. My card would be charged on the date shown on the bill, unless I paid it before. OK...that is fine. HOWEVER...my card was charged on 11-18-13 for 69.00. I got an email telling me I could view my bill on 11-19-13. I have never been able to view that bill online...I don't know if it is their program or the fact I don't ha e a computer, just an android phone. I have yet to get a paper bill. I don't know what the 69 is for...my bill is supposed to be 40. When I called on 11-20-13 and talked to [redacted] a supervisor, he never explained any of this...told me the paper bill I had to go in and sign up for and that he couldn't refund me. he also declined to let me talk to his supervisor, because "there is noone higher" he did take me off of automatic billing.Desired Settlement: I want a refund of my money until I can see a bill and pay it when I have the money next week. I told them that...but they didn't care

Business

Response:

December 4, 2013

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 November 20, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter it is our understanding **. [redacted] had some concerns regarding billing and payment method for her HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on October 16, 2013. **. [redacted] states her unhappiness with Hughes policy of charging a $5.00 monthly paper invoicing fee. **. [redacted] ordered her service through a third party sales source, [redacted] (SA).

Hughes values **. [redacted] as a customer and we wish to retain her business. Our Executive Customer Care representative found that Hughes had already applied a service discount of $10.00 off her next six months of service, and changed her account to invoice billing.

At the time **. [redacted] ordered her service, she had to agree to the ter** and conditions of our subscriber agreement to begin her

HughesNet service. Hughes maintains a $5.00 monthly service fee to offset the cost of invoice generation, mailing, and processing. Hughes’ customers that maintain a credit or debit card for the purpose of paying monthly fees are not charged an additional $5.00 per month fee.

Hughes’ subscriber agreement contains definitive statements regarding the $5.00 per month invoice generation fee. Hughes will continue to monitor the performance of **. [redacted]’s service; we are committed to working with **. [redacted] to ensure she is satisfied with her repair. Should **. [redacted] remain unsatisfied with the performance of her service, Hughes will allow **. [redacted] to cancel the account without an

early termination fee.

We sincerely regret any inconvenience **. [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 very much for your consideration.

Sincerely,

Office of Executive Support

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

This company is HORRIBLE. I have been dealing with them for over 3 years for a service I used for two months. The Internet was slow and never worked right. When I called to cancel it after two months they said I was locked into a contact because I didn't complain about the service within the first 30 days. They said I could suspend the service for 6 months. Which they still charged me $10 a month for equipment rental. After six months they turned it back on without asking me. I called again to cancel. They said it would be almost $500 to cancel because of the 2 year contract. The 6 months I had it suspended didn't count towards my two years. So I paid $45 a month for 2 1/2 years. My time was finally up, so I called a few weeks ago to cancel. After arguing that my time wasn't up and I needed to pay $150 to cancel, I hung up on them. I then received a box in the mail to send the equipment back. I sent everything I had and UPS picked up the shipment. One week later I received notification from my bank that hughesnet had charged me $318. I called and asked why. I was transfered twice until someone could finally answer my questions. They charged me $318 because I (the 33 week pregnant woman) didn't go on the roof, to the satellite, disconnect a radio transmittal and mail it back with the rest of the equipment. Why is that my job?? They send a contractor out to assemble the satellite. Why wouldn't they send someone to disassemble it? I will make sure everyone of my friends and family know to never use this company. It is a joke. I have disputed the charges and sent back the transmittal. I will never use this company for anything ever again, and I will make it a point to bad mouth them to anyone that will listen.

Review: I have had this internet service since 2012. I called many, many times to resolve issues and never got resolutions with terrible internet services. I moved and was told if I did not continue I would be charged for a cancellation fee and so transferred it. The service was even worse. I called over 19 times. I was put on ridiculously long holds, was disconnected or hung up on more than 20 times. I asked for resolutions, refunds and was told if I upgraded and paid more I would get internet and [redacted]. This did not happen. I finally told them to stop my service. My new provider [redacted] has provided fast internet and [redacted] daily since then. Hughes Net charged me for the last day even though I asked it to stop then and there. They would not send me a refund they promised for all the times I had problems. They need to send me a refund of at least 3-6 months of services I never got.Desired Settlement: I want a refund that I was told I would get for services I did not get. I want at least 3 months if not 6 months of service refunded based on the lack of services I had. I had to go to my office to get internet that I was paying for. It is WELL documented with HughesNet the number of times I called. It is documented I had services for over 2 + years at $54.99 x 22 months and $74.99 for 4 months. HughesNet staff is very inept and says and suggests things that do not work.

Business

Response:

July 29, 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 is seeking a refund for (6) months. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. Relative to [redacted]’s concerns, “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.” “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, Hughes has issued a refund for one month in the amount of $77.68. Unfortunately, we will be unable to issue a refund for (6) months. [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] Executive Customer Support [redacted] [email protected]

Review: HUGHES NETWORK SYSTEMS has pulled a copy of my credit report without my authority which adversely affect my credit rating. I have done no business or contact with this business, except to attempt to resolve the issue. The business advised me that they cannot correct the error. I suggested submitting a statement to Equifax that the credit report was pulled in error. It was pulled on the wrong person.Desired Settlement: HUGHES NETWORK SYSTEMS should send notification to Equifax indicating the report was requested in error.

Business

Response:

November 20, 2013

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 additional concerns regarding our company's information being on his credit report.

Hughes would need the last four digits of **. [redacted]'s social security number to remove our information from his credit report. He may contact me at the number below. We left a message notifying **. [redacted] of our actions on 11/20/2013.

We sincerely apologize for 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,

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 with the following caveat:

that they do remove their information from my credit report and

that I can verify it.

Regards,

Review: Hughes net has access to our bank account for payment. But they are taking more than I agreed which is $46.15 a month.Point Of Sale Withdrawal- HNS*HUGHESNET.COM [redacted] MDUS 4/15/13 $46.15 This is what they took out and that is not even 30 days.

Point Of Sale Withdrawal- HNS*HUGHESNET.COM [redacted] MDUS 5/6/13 $63.68

We tried to call them at [redacted] and got [redacted]. After all that and getting tranffered about I was told they had nothing to do with Hughes Net. I am 77 years old and don't deserve this kind of treatment. If it takes a jury of 6 to 12 people I have an attorney who will take the case.Desired Settlement: They agree to the amount of $46.15 or we file for an injuction on the above charges to maintain service.

Business

Response:

May 24, 2013

Review: I live in a rural area and took advantage of the $39.95 Government backed satellite internet service offer shortly after it was announced and made available. For some time, the service has been adequate for internet access, at a reasonable speed.

For the past several months, my service has been getting worse by the week. I am now at the point where I cannot get service, starting in the late afternoon, continuing through most of the evening. Between the hours of 2AM and 10 AM the service is as expected and does operate at the advertised speed. In the past several weeks, the service has been impossible to use on most weekend days, starting about 2 PM, continuing up until about 11 PM.

I have spent hours on the phone with their service people, most which are located in India and have a great difficulty communicating in the English language. They always have the same routine. They test the connection to my modem, and report is is good. They will then reboot the modem, and tell me that my problem is in my computer and I need to have a service person come to my home. They say the charges are over $100 for the service call and repiar.

When I try to make them understand that my equipment works just great, during the times I have stated above, they usually put me on hold. Sometimes for up to 30 minutes. If I wait they usually transfer me to a "Higher Level" of support. That transfer is either cut off, or can take up to 45 minutes to be answered. I am then told that I need to have a repair person come to my house to fix my computer system.

They often tell me to go to the test page on their site and check the upload and download speeds of my system. As I am usually calling when I am frustrated and have not useable service, that test always fails, returning a network is busy message telling me to try again later or have my equipment check for problems.

What is so frustrating is that no one will listen to the fact that during the times I mentioned above, I have perfect service, working every bit as expected. I am a retired IT person, and have tools that measure the response of their network. During the times that I cannot get connections to the internet, their service is much slower then the old fashioned telephone dial up service, and most of the time is so busy I cannot even make a connection through their satellite to get a readable result from their system.

I am so tired of this problem and am really fed up with the service that they are providing to me as a paying customer. I have no other choices for internet service in my area, other than a very slow dial up service, so they are my only route to the internet.

And of course, with every call I have made to their service number, I have to sit through an offer of great service if I would just upgrade my service to their new Gen4 service, at a considerable initial cost, as well as higher monthly fees. I am at the point where I almost believe that the busy prime time service slowdown, that I am getting, is being forced upon me and others so that we will consider leaving our $39.95 Government backed service, and move to their more expensive offering.

Something has to be done to help us through this situation. I am hoping that there may be something that you can do to help, if nothing more than to get them to exactly what is happening on this end of their system service.

Thanks in advance for any help you may be able to bring to this situation.

George RaceDesired Settlement: I would like to have reliable satellite service that I am paying for, along with the subsidized amount that they are receiving from the Government, under this program. I don't care what they need to do, I just want what is promised by their system advertising, and what is being paid for. If necessary, I would be willing to upgrade to Gen4, providing there was no upfront costs, and my monthly service remains at the Government sponsored cost of $39.95 per month.

Business

Response:

April 29, 2013

Review: I ordered 4gen internet service which was not provided. They will not refund the full amount of money ($200 less) when I try to cancel.

I ordered 4gen internet service which is advertized at 10 mbps download and 1 mbps upload. Everything was installed. I noticed that the speed was slow so I called the service depeartment. They informed me that I did not have 4 gen service but had an older type. I then tried to cancel my service ($200 dollar charge for equipment that they would refend and $200 dollar install fee that they wont refund). In this case since I was not provided the service I paid for they need to refund the full amount as it was their mistake not mine. Talked with an account manager supervior about my issue who wouldn't authorize refunding my install fee. She said the best she could do is give me 6 weeks free.

In closing, I was promiced 4gen service which I did not recieve. They will not refund my install fee even though it was their error that caused the entire issue. I allowed them the chance to upgrade me to 4gen for free and they said it would cost me and extra $299 install fee for the upgrade.

I am done dealing with this lying cheating company and just want a refund so I can pay a company who supports the customer.

Hughesnet can reference case ID's from my compaint and service calls below:

All representitives were supportive and understanding with the exception of the accoount manager supervisor who's name I have if need be.Desired Settlement: They need to refund the 200 dollar install fee as well as the 200 dollar equipment fee. I also need a prepaid UPS label via email so I can send them their equipment back. I understand and will pay for my 1 month of service ($39.99 + tax) that I recieved ending May 5th 2013.

Business

Response:

May 17, 2013

Review: I ordered HugesNet internet. After having it installed on 10/12/13, I received horrible internet service. I ran a speed and service check. The response time was 22,000 ms (120 is universally considered acceptable) and the internet speed was less than 1 Mbps (I paid for 6 Mbps guaranteed). I called their tech support line to attempt to fix the problem. The woman I spoke with - supposedly a technical service rep - did not even understand what response time was. She also told me that the internet speed was approximately 3 Mbps (which it was not) and that 3 Mbps was "within acceptable limits".

I immediately called customer service to cancel my service. After some additional run-around, where the representative said I would still be billed for the first month because "they bill in advance" and she then tried to offer me a discount to stay with the service, I finally got my subscription cancelled and the woman told me the pending charge on my account would be canceled (confirmation number [redacted]).

On 10/16/13 I looked at my bank account to see that not only had the pending charge not been canceled, but the the charge had posted.

On 10/17/13, I called HugesNet again to inquire about this. I was told that $50.71 of the $51.67 I was due to be refunded had "been credited to my account". I first asked why the amount was different. I was told there was a tax. I next explained that there is no tax on a canceled service and I requested that the difference be fixed. The rep offered to do that. I then explained that having $51.67 "credited to my account" means absolutely nothing because I do not currently have nor will I ever - if given the choice - have HugesNet service again, and that I expected the money to be refunded to my bank account as the first woman had said it would. He offered to "contact advanced billing." When he returned he said the money would be refunded to my bank account that day (confirmation number 38564766).

Upon checking my bank account on 10/18/13, I saw that not only was the money not refunded, but there was not even a PENDING refund on my account. I called HughesNet AGAIN. I informed them that if the money was not refunded today, I would 1. file a dispute with my bank and 2. contact the Revdex.com; only to hear the same story as before about the rep "contacting advanced billing to see about getting the money refunded." I immediately hung up and contacted my bank. I am now contacting you as well.Desired Settlement: I would like the money refunded to my bank account. Since I have already filed a dispute with my bank, that requires HughesNet to only confirm that my dispute is valid and refund the money to my bank, not to me. I would also like an apology.

I would also like HughesNet's dishonest business practices to be duly reflected with the Revdex.com whether they offer a response or not, since the facts are the facts and simply responding to my complaint does not put them in the "right".

Business

Response:

October 31, 2013

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 August 20, 2013, to the Executive Customer Care division of Hughes, we

have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding

matter. Unfortunately, we have been

unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **.

[redacted]’s concerns have been fully addressed.

We would like to request additional methods for

us to reach **. [redacted]. Please provide a different phone number where he can be reached

and/or email address. Our records indicate that **. [redacted]’s

account was activated on October 12, 2013. **. [redacted] received a full refund of

charges to his account on October 18, 2013.

Hughes is wholly committed

to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns

as soon as possible, and are appreciative of your efforts in facilitating

contact with **. [redacted].

Sincerely,

Office of

Executive Support

v

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.

Review: I was sold Hughes net internet and was told by sales rep that it would support Netflix and Xbox gaming. I do not subscribe to any other entertainment for my home such as cable tv etc. My internet service will not support Netflix or gaming. I have called twice to resolve the issue with no results. I requested to cancel the service because Iit will not do what I was promised. I can cancel it if I pay the 400.00 fee due to having the service for 32 days.Desired Settlement: I would like to cancel the service without any cancellation fees

Business

Response:

May 16, 2013