Hughes Network Systems

[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:I understand the service cannot be guaranteed and would accept the fee if the speeds were at least reasonableHowever MBPS is unreasonableI 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 resolvedThe consumer (me) apparently will just have to pay an additional 250$ to disconnect below average serviceHad Hughes correctly represented them selves and the service they provide in my area then I would have never agreed to the termsThey hook you with terms such as should be really close to the agreed speedsWhile I don't think MBPS is anything close to MBPS.
Regards,
*** ***

I disconnected from Hughes Network Systems, LLC on October 2nd I recieved a box from them on October 8th to return their equipment I put all of their equipment that needed to be returned into the box and placed the return label that they had printed on the outside of the box UPS stopped at my house to drop off another box on October 10th I gave the return box to the ups driver I spoke with a Hughes Net represenative later in the month but don't have an exact dateThat person told me that all of the equipment had been returned and a refund for any over payment would be processed as soon as my final bill was done I received a refund in my checking account in November I then through all of my paper work away from Hughes Network but I figured I was all done with them Now in December I find a charge of to my checking account from Hughes net When I called to find out what the charge is for they tell me it is for equipment that was not returned to them I have called them several times to try and figure out where the equipment is but they will not give me the tracking number that was on the return label Ups cannot help without a tracking number The conversation I had with a representative today, Dec30, she first told me that they had received the modem but not the radio transmitter She gave me a confirmation number I then started to ask why they are charging me for all of the equipment then when they had received some of it Which didn't make sense if they received on thing then they received it all! then she said that after checking further they had not received any of the equipment I have been told different things every time I call They do not deserve to be in business if this is what they do to customers when they cancel with them

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 matterIt 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 *** ***. Our records indicate that *** ***’s service was activated on May 6, and requested to cancel service on June 13, Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not apply. The standard cancellation would’ve been at the end of the bill cycle which was July 6, and at that time there was a past due balance on the accountOnce the account is cancelled the order to ship the return kit is generated within 5-business daysWe have credited the account in the amount of $as a courtesy for one month of service and a refund check for that amount will be mailed to *** ***A voicemail was left with our decision for *** *** on July 29, 2014. 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]

May 21,
*** ***
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 Care division of Hughes, it is our understanding that *** has some concerns regarding his HughesNet service.
After further review, we have verified the technician did take the equipment back with himTherefore, the unreturned equipment fee doesn’t apply
*** 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,
*** ***r
Executive Customer Support
###-###-####
[email protected]

I moved to different location in April of this yearTechnician couldn't get satellite installed (he couldn't get on the roof to install satellite since it was best place to put it)He reported itI called and cancelled serviceBut still being billed for service I never received!?

February 18,
*** *** ***
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 matter. It 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 that ***’s service was activated on October 25, It was discovered during troubleshooting that *** was actually installed with the wrong equipment which was an inadvertent error by the installerThe explainable reason that it could’ve happened is the wrong equipment accompanied the wrong work order and was only discovered once the customer called to report problems with the serviceThis is not a common issue and steps will be taken in the future to prevent repeat occurrencesWe realize that it was an inconvenience for *** and apologize for the inconvenience as a result of the equipment being installed at the wrong locationsAccording to our records the problem was corrected as of January 31,
In light of the difficulties *** experienced with our service, we have issued a credit in the amount of $for the first three months and prorated charges for the last monthIn addition, *** is receiving a $service credit for six months with four months remainingCurrently there is a credit balance in the amount of $on the account
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 9,
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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 Support division of Hughes, we are unfortunately unable to contact the *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet service.
We are unable to locate ***’s account informationIn order to bring resolution to ***’s complaint, Hughes would need the account number or phone number associated with the complaint
*** may contact me at the number below
Hughes is wholly committed to clarifying the nature *** concerns and expectations relative to his accountWe look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with ***
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: HughesNet continues to come up with excuse after excuse to explain away their atrocious customer service. As I did not receive the credit on my card as I was told, I filed a dispute claim with my financial institution, who provided me with a provisional credit. We continue to have extremely poor internet service and unfortunately have no options to change. If and when the time comes that other options are available to us, we will change from HughesNet. I've also contacted ***, who referred this company, and suggested that they be more careful of who they refer their customers to as the poor service could be a reflection on ***. At this point, there is absolutely nothing else this company can do to resolve this matter. It is now six months (six months!!!!) since we've started experiencing problems. That is beyond acceptable
Regards,
*** ***

December 19, 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, 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 *** *** ***’s service was activated on September 15, On October 21, 2014, *** *** ***’s account was cancelled. As a result of cancellation within her contractual agreement, *** *** ***’s account was charged an early termination fee in the amount of $The overall final bill was reduced to $because of the prorated credit for unused service. 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 total credit of $to her account representing the early termination fee and the last month of service in the amount of $The first month of service and $activation fee are valid charges 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,
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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, we have attempted to contact *** to resolve the outstanding matterIt is our understanding that *** has some concerns regarding his HughesNet service
Please be advised when *** subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy
After further review, we will honor ***’s request and waive the early termination feeWe would need *** to contact me directly with the number belowThe equipment needs to be returned within days of the cancellation date to avoid being charged an unreturned equipment fee. We left a message notifying *** of our decision on 2/18/
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,
*** ***
Executive Customer Support
###-###-####
[email protected]

June 5,
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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 about her account.
Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with *** After further review, please be advised that when *** subscribed to the HughesNet Service, she expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes
After further review, we have received *** radio and issue a refund of $to the credit card on file
We left *** a message informing her of our decision on 06/05/*** may contact me 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 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]

I moved to a different state and established internet service with this company weeks ago I experienced extremely slow internet service, called the company and was sold an upgrade The upgrade did not improve the service and I have had nothing but problems My wife called to cancel the service today and was told there would be a $cancellation fee She told the representative that we would refuse to pay this fee if it appears on our credit card Unfortunately I have since read many similar reviews from other customers This company is HORRIBLE a and should not be allowed to do business

July 2, 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 previously contacted *** to resolve the outstanding matter on complaint ID ***. It is our understanding that *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s accounts were activated on July 3, Regarding ***’s concerns, we understand that *** has a number of issues with his account that all need to be handled by our advanced billing and advanced technical support departmentAs of June 12, there have been updated contact names added to the account and we will be happy to initiate a call back request from our advanced technical support department to address any technical issues he may be experiencing. 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]

I have currently had Hughes net service for one month shy of yearsIn this time frame I have had the worse customer service and most of the time no internetI have called on several occassions trying to fix my service and they explain for the area I live in it is the best they can do for meI finally went with a different company that is working amazing and when I tried to call Hughes net to cancel my service contract, they wantted to charge me more then what it is for my last months serviceI could pay dollars to cancel or dollars for my last monthI tried working with them willing to pay half even know I believe they should charge me nothing for paying all these months with almost no internetStill after being on hold for minutes they wanted to lower my bill give me higher speed internet, but would not cancel my serviceIt is sad that it takes me calling into cancel for them to be willing to help meI am writing this review to just let others know what an awful experience I have had with Hughes net and would never recommend them to anyone

June 6,
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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 his HughesNet service and is seeking a credit to the account
Please be advised when *** subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy
*** cancelled his service within his (24) month commitmentAs a result, he was charged and early termination fee
In light of the difficulties, *** encountered with our service; Hughes has waived half of the early termination fee, bringing the amount due to $This amount needs to be paid to bring the account to a $balance
While ***’s account went into collections, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.
*** can 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

July 6,
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Mr*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
*** ** ***
Dear Mr***
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on February 8, and initially requested to cancel his service on April 28, but accepted a retention offer of receiving a one month courtesy credit and was explained the reason for the issues was because the data allowance had been exceededMs*** was hesitant about retaining the service but agreed to try it for another monthThe next call came on June 8, which questions as to why there was a charge for servicePlease be advised that there were no additional request made to cancel service until June 8, and that would’ve been a valid charge, however there was an adjustment of $applied to the account and that amount was refunded to the card on file
Due to the account being cancelled outside of the month commitment period, there is no contractual agreement and the early termination fee of $does not applyMr***’s account has been credited in the amount of $on April 28, as a retention offer and then again on June 20, and that amount was refunded to the card on file.
Regarding Ms***’s concern of Hughes not covering her overdraft fees please be advised that Hughes’ subscriber agreement contains specific language that states Hughes isn’t responsible for overdraft fees or other expenses from a customer’s financial institution; “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.”
We sincerely regret any inconvenience that Ms*** 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***
*** *** ***
***
***

July 2, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear ***
***: In response to your second rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact *** to resolve the outstanding matterWe have twice responded to complaint ID *** regarding ***’s accountIt is our understanding that *** has some concerns regarding his HughesNet service. As previously stated, with respect to *** not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately however we would suggest that he call customer support to cancel or suspend his service*** is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to calendar days per year. As previously mentioned, *** is currently receiving the basic level of service and the rate for that plan is $plus a modem rental fee of $His total monthly rate including taxes is $The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost The monthly plans aren’t negotiable; however *** is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage ofOur records indicate that since his service was installed on October 31, 2013, *** has only made one call to Hughes which was on April 15, to inquire as to why his bill was so highHe was explained the charges mentioned in this letter and the call was ended. 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]

March 14,
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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 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 representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on February 12, and requested to cancel her service on February 21,
Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply***’s account has be credited the disputed amount of $and that amount was refunded to the card on file on March 10, 2014.
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
###-###-####

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, our business accounts department has attempted to contact *** *** to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s service was activated on May 9, Regarding *** ***’s request to cancel without penalty, please be advised that when *** *** 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 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 policyOur business support department has agreed to cancel the account without penalty of any early termination fees and the equipment will not be required to return. 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 4, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID
10461218 Dear Mr***: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that Ms***’ service was activated on August 11, On February 5, 2015, Ms***’ account was cancelledAs a result of cancellation within her contractual agreement, Ms***’ account was charged an early termination fee in the amount of $ We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but Ms*** will need to be on site when the tech arrives and Ms*** will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dishShe will receive a return kit so that she can send the equipment without incurring shipping charges We sincerely regret any inconvenience that Ms*** 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###-###-####***