Hughes Network Systems

September 10,
"margin: 0in 0in 0pt; text-align: justify;"> *** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File # ***
Dear *** ***:
In response to your letter, to the executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding his service
Regarding request to cancel without penalty, please be advised that when *** *** subscribed to the HughesNet Service, expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these fees
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands *** ***’s frustration and concern. Unfortunately, Hughes does not have an ability to set up payment installmentsHowever, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts
To help offset some of the balance; Hughes has issued a credit of $bringing the amount due to $
*** *** may contact me at the number below with any additional questions
We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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*
SrExecutive Customer Support
###-###-####
[email protected]

With internet being an important part of our lives, there are places where Hughesnet is the only optionI DO NOT recommend this companyTheir super fast satellite service is slower than dial upCan't download pictures, email will rarely open and no chance of watching a minute videoCustomer service is even worseThey show from God knows where that internet is working just fineSo why do pages not load? Hefty fine for cancelling before your two yr contract is upStay far away from this company! Nothing but nightmare! Have to call them at least once a month to have them push their little buttonFor some reason internet will kind of work after calling

We have had nothing but a horrible experience with Hughes Net The speed is terrible and unfriendly not to mention rude customer service reps in the Philippines I complained to the supervisor and his attitude was even worse, he was not helpful at all I will be disconnecting my service ASAP I would not recommend this service/internet company to anyone The Revdex.com can't always get it right They really need to reevaluate this decision this company truly s*** I am a dissatisfied customer without a dout!!!!!!!!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
If you unwilling to waive the entirety of the fee I will seek other means to get it waived such as going to small claims court, I do not wish to take such measures, but the facts are I was promised a service that would meet my needs and I never provided such serviceWaiving only half still leaves me financially responsible for more then I feel I should be
Regards,
*** ***

August 14, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear
*** ***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** *** to resolve the outstanding matter. It is our understanding that *** *** has some concerns regarding his canceled Hughes order. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with *** *** and is unable to locate an accountHughes is wholly committed to clarifying the nature of *** ***’s concerns and expectations relative to his accountIf *** *** has an account number or phone number that can be used to access his canceled order per his letter, we will be able to contact him and attempt to resolve his complaint We sincerely regret any inconvenience that *** *** 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***Executive Customer Support###-###-####[email protected]

February 18,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
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Complaint ID ***
Dear *** ***:
In response to your letter to the Executive Customer Support division of Hughes, we have contacted *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on September 6, On November 20, 2013, *** called to state she was experiencing technical problems with the service but wasn’t home to troubleshoot with technical support*** was referred to Home Tech Support to diagnose any issues with her computer and or routerThe next communication from *** was on January 29, to request to cancel serviceAt that time *** requested to keep her service active while she disputed the charges on the accountWe have informed *** that if she cancels her service she will be subject to an early termination fee as a result of cancellation within her contractual agreement*** 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 ***’s request to cancel without penalty, please be advised that when *** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
In light of the difficulties *** experienced with our service, we have issued a credit of $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 *** 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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: They put some devices on the roof, and they told me I am not responsible for the devices if I cancel it during the first month and I cancelled it during the first month, now they tell me that I have to go to roof and bring down the devices, I am practically disabled, I cannot go to roof to bring anything down, it practically impossible, I want to tell them send your man to take not only the device to take every equipment you put on my roofGoing to the roof for me can be very dangerous and basically impossible with my disability.
Please come and take everything you put on the roof, as you told me I am not responsible for the devices you put on the roof.
I like to appreciate Revdex.com, I am so glad Hughsnet is at least responding to some office.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The attached "contract" is a document I have NEVER seen before today. I did not sign such agreement. I do not accept the company's response and do not agree with the "reduction of fee" for "early cancellation". This company did not hold true to their obligation to what I was told about my service and fees to be deducted out of my account. This company cannot continue to keep their customers with this kind of customer service
Thank you
*** ***

August 06,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** * ***
Complaint ID # ***
Dear *** ***:
In response to your letter to the Executive Customer Care division of Hughes, we have contacted *** *** to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding her service.
Our Executive Customer Care representative reviewed all pertinent database records prior to attempting contact with *** ***. Relative to *** ***’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans
“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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”
*** *** states she is having issues with her downloading thresholdWe are in the process of doing additional troubleshooting with *** *** to uncover any underlying issues with her service
We notified *** *** of our decision on 08/06/
We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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*
Executive Customer Support
###-###-####
[email protected]

April 12,
size="2"> *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: *** *** *** Case # *** Dear *** ***: In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that *** has some concerns her HughesNet service. Regarding request to cancel without penalty, please be advised that when *** subscribed to the HughesNet Service, expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy After further review, Hughes will waive half of the early termination fee*** agreed to the terms and conditions of our service which includes a month commitment by signing off on the customer acceptance form at the time of installationHughes has sent a copy to her email address on file *** would need to contact me with her preferred cancellation dateIn addition, the equipment needs to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment feeA box and pre-paid label will be sent to the address on file for the successful returnWe sincerely regret any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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]

C*** service and expensive since day one Data loss constantly except for maybe months out of years No solution other than hours of tests that get you nowhere

July 29, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** *** to resolve the outstanding matter. It is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with *** *** and is unable to locate an accountHughes is wholly committed to clarifying the nature of *** ***’s concerns and expectations relative to her accountIf *** *** has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint We sincerely regret any inconvenience that *** *** 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***Executive Customer Support###-###-####[email protected]

August 14, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact *** *** to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding her HughesNet service. Regarding *** ***’s latest concern about being reimbursed for the equipment, as previously mentioned there was an instant credit of $given at the time of install to cover the cost of the equipmentRegarding *** ***’s concern about not being billed as quoted by the agent on the sales call, a call review was conducted and it has been determined that the agent gave the correct pricing that is reflected on *** ***’s invoices. At this point, we have waived the early termination fee in the amount of $and the remaining $balance on the account is a result of no payment being received from March of up until the service was canceled on July 10, Unfortunately, there are no more credits that can be applied at this time. We sincerely regret any inconvenience that *** *** 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***Executive Customer Support###-###-####[email protected]

March 13,
*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***-***
File # ***
Dear ***:
In response to your letter to the executive customer support division of Hughes, it is our understanding that ***-*** has some additional concerns regarding her HughesNet service
For clarity of ***-*** conerns; we would need for her to contact us directly for closure
As previously state, we applied a credit for $off for (10) months
Unfortunately, we will be unable to cancel the account without penalty
We sincerely regret any inconvenience that ***-*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration
Very truly yours,
*** ***
Executive Customer Support
###-###-####
[email protected]

August 06,
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*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File# ***
Dear *** ***:
In response to your letter, to the executive customer support division of Hughes, it is our understanding that *** *** has some concerns regarding her service
“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual 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 *** ***’s frustration and concern
After further review, there was a retention credit issued on 05/05/of $A cancellation fee of $applied to the account on 06/03/and an as a result a payment of $was retrieved from *** ***’s credit cardIn addition, a credit of $was applied to the account on 07/01/Due to not returning the radio within days of the cancellation date a unreturned fee of $produced to the account leaving a balance of $
Once the radio is returned; Hughes will issue a refund of $to the accountThe $was the early termination fee charged as a result of cancelling the service within the (24) month contractual agreement
If *** *** has any additional questions she may contact me at the number below
We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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*
Executive Customer Support
###-###-####
[email protected]

November 14, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID 10289448 Dear
*** ***: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to *** *** and was activated on August 10, On October 28, 2014, *** ***’s account was cancelled. As a result of cancellation within his contractual agreement, *** ***’s account was charged an early termination fee in the amount of $205.00. Regarding *** ***’s request to cancel without penalty, please be advised that when *** *** 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 and there is a signature on file agreeing to the termsConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of *** ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties *** *** experienced with our service, we have issued a credit of $to her account representing half of the early termination fee and that amount has been refunded to the card on file. We sincerely regret any inconvenience that *** *** 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***Executive Customer Support###-###-####[email protected]

August 19, *** *** ***
Trade Practice Consultant
Revdex.comK Street Northwest, 10th Floor
Washington DC 20005- Re: *** ***
File# ***
Dear *** ***
In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that *** *** has some additional concerns regarding his HughesNet serviceAfter further review, our offer still stands and we would need to send a technician to *** ***’s site to uncover any underlying issues with his serviceHughes can create a complimentary dispatch If *** *** still wishes to cancel his service; He would need to contact me directly for CANCELLATIONHughes will waive half of the early termination feeDue to leasing the equipment it would need to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment feeA box and prepaid label would be shipped to the address on file for the successful return of the equipment *** *** would need to contact me at the number below to bring closure to his concerns We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration Very truly yours,
Ecole F* Executive Customer Support ###-###-####
[email protected]

March 12,
*** *** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint
ID ***
Dear *** ***
In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding his HughesNet service.
Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with ***. Our records indicate the service was activated on May 8, Regarding ***’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates
We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically savedIf *** would like to use a credit card to place on the account, we can refund him the $additional payment made on February 21, That would still leave him with the March invoice amount of $to pay
We sincerely regret any inconvenience that *** 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]

April 25, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID 10007943 Dear
*** ***: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on March 8, On April 10, 2014, *** called and inquired about canceling and was told that her day period expired on April 8, to be able to cancel without penalty. Regarding ***’s request to cancel without penalty, please be advised that when *** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties *** experienced with our service, if she chooses to cancel her service before May 8th, we will make a one-time exception and waive the early termination feeWe’re not encouraging *** to cancel her service and we’d like to try an address any issues she’s having with the service but she insists on cancelling we will waive the early termination fee as a courtesy. We sincerely regret any inconvenience that *** 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]

June 04,
**David Dennis
Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: *** ***
File# ***
Dear *** ***:
In response to your letter, to the Executive Customer Support division of Hughes, it is our understanding that *** has some additional concerns regarding the cancellation of his service
We received the credit card number however the credit card is not associated with ***’s accountThe account that it is associated with has none of ***’s information
At this point, we will be unable to refund any additional fees
We left *** a message on 06/02/and 06/04/advising him that we would need to hear directly from him to provide closure to his complaint
We sincerely regret any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration
Very truly yours,
*** ***
Executive Customer Support
###-###-####
[email protected]