Hughes Network Systems

August 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 Care division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service Our Executive Customer Care representative reviewed all pertinent database recordsRelative to *** ***’s concern, at the time *** *** ordered the 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 computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”
After 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
Unfortunately, we are unable to contact *** *** with the evening or daytime phone numbers on the account
If *** *** still wishes to cancel his service; Hughes 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 We attempted to notify *** *** of our decision on 08/06/ *** *** would need to contact me at the number below to bring closure to his concernsWe 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]

I have had service with this coFor years nowThe only reason I'm still with them is because there is no other service in my area With that being saidI feel like I'm being ripped of on the amount of product I really usedI ran a test between this CoService and my cell service and I saw that if I downloaded gig of data with them I went over the gig usageIt downloaded gigs of data Fromm gig fileMy cell data only used up megabytes to download fileI think they are shaving more data than I'm actually usingSo basically I'm being cheated and not getting what I'm paying for

August 4,
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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 Care division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service and is seeking a refund for the early termination fee
In recognition of *** ***’s circumstances, Hughes agreed to make an exception regarding our cancelation policy
After further review, we issued a refund of $to the credit card on file dated 07/29/representing the early termination fee
*** *** 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*
Executive Customer Care
###-###-####
[email protected]

Horrible internet provider!!! The service worked slow and sporadically at it's Best! Called to report the poor service and all I got was some Indian, dot not feather, who I could barley understand and provided nothing but excuses for the poor performance! Finally got so frustrated with their "lack of service" we decided to leave them Not so fast, it cost me $to leave their sorry as!!
Buyer beware! Run, don't walk away from this service should they be offered to you!

July 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, it is our understanding that *** has some concerns about her account and is seeking the early termination fee waived
Please be advised when *** subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these fees. However, in recognition of ***’ circumstances, Hughes agreed to make an exception regarding our cancelation policy
After further review, Hughes issued a credit of $to cover the early termination fee, bringing the amount due to $
Due 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
*** 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
Sincerely,
*** ***
Executive Support
###-###-####
[email protected]

September 10, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404 Re: *** *** Complaint ID *** Dear *** ***: In response to your third rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that *** *** has some concerns regarding his service Regarding *** *** latest concern of needing to cancel his service because he has moved, Hughes has offered to move the service to his new address at no cost with a month commitment which was declinedCurrently *** *** has requested to have his service suspended until March 2, If he wishes to have the service cancelled he will need to contact customer support to process the cancellation. 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 policy In light of the difficulties *** *** experienced with our service, we have issued a credit of $to his account representing half of the early termination feeIn addition, he has received credit in the amount of $Currently he has a credit balance of $-which can be used to apply toward the early termination fee of $ 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 DW***Executive Customer Support###-###-####[email protected]

July 30,
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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 Care division of Hughes, it is our understanding that *** *** has some concerns regarding his HughesNet service and is seeking a credit for returned equipment.
Our Executive Customer Care representative reviewed all pertinent database recordsPlease be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cablesIf you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” Lease customers’ are required to return the equipment within days to avoid being charged an unreturned fee After further review, we have issued a credit for the return of the equipment of $The closing balance is $ *** *** 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration
Very truly yours,
Ecole F*
Executive Customer Care
###-###-####
[email protected]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

July 3, 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 representative reviewed all pertinent database records. Our records indicate that ***’s account was activated on May 17, and requested to cancel her service on May 18, 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 is in the process of being refunded to the card on fileRegarding ***’s concern of having her phone line repaired, we will follow up with the distributor to insure that a call back is scheduled to address her damage claim. 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 cancelled my Hughesnet subscription and so they sent me a box to return the equipment Inside the box were instructions to package the equipment, seal it, apply the label and wait for the UPS to pick it up on a given date I did exactly as I was directed and the actual day that UPS is scheduled to pick up the equipment Hughesnet charged my account $for equipment not returned I called and told them what they had done and I was instructed to get the tracking number of the package before they would release the funds they stole from my checking account What kind of business is this?

[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: ***While I appreciate HughesNet responding to this complaint, their offer of having me pay 1/the cancellation fee is not acceptable. HughesNet's contractual rights with regard to this fee were bound by their ability to provide internet service to me:
At the speeds specifically guaranteed the salesperson representing Hughes Net when I signed up for the service. (5MB max and 3-5MB depending on the traffic load). AND
With an expressed reliability (I paid them in full for full service goods every month while only receiving functional internet service around 50% of the time).
Neither of these abilities were provided to me as paid for during my time of service with Hughes Net.
Hughes Net's equipment will be returned to them in a timely manner
I will not accept any additional charges to my account for cancellation fees
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I completely understand the difference in technologiesHowever, limiting a user's speed to the point where a simple *** search can't be completed is unacceptableYet users pay an outrageous amount of money to have this service in comparison to better options available to most consumers.
If satellite technology isn't able to provide a service reasonable for the cost then satellite companies shouldn't offer that type of service until the technology can handle it.
In my closing comments it was recently stated by the CEO of Sprint that "When you have a great network, you don't have to compete on priceWhen your network is behind, unfortunately you have to compete on value and pricing." Hughesnet is way more expensive than the service and reliability that competitors like *** offer, regardless of the technological differences.
Regards,
*** ***

February 20,
*** *** ***
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 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 December 14, On January 29, 2014, ***’ account was cancelled. As a result of cancellation within her contractual agreement, ***’ account was charged an early termination fee in the amount of $378.08.
Regarding ***’ 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 ***’ 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 the early termination fee*** will receive a refund check in the amount of $as long as there are no disputes or reversal of charges from her bank
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]

There is not enough time or energy left in me to type out a lengthy complaintDO NOT USE HUGHESNET SATELITE INTERNET, EVER!!!! All the reviews I have read that are negative sum up exactly my experience with this company, or should I say nightmare? As a consumer I have a right to receive a service for which I payHughesNet is not a "service" it is a farce and every month they take my money without providing a serviceSomeone needs to stop this companyThey are taking advantage of people and are not providing service that is even close to being acceptableIt doesn't work, won't load, run out of data, restrict usage, charge too much, charge to cancel, no customer service support and it goes on and onSave yourself the headache and go to the library!

[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:This is a statement "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"I NEVER spoke with anyone from HughesNet regarding any contract of length or contents or penalties. The business practice HughesNet has of having their contract installers get signatures for hidden contracts is unethical and needs to stop. The paperwork we were informed that we were signing was for the rental equipment. The first conversation I held with anyone from HughesNet was after installation and regarded the terrible internet service, where once again, there was no talk of a contract or a solution to the speed problem. It was only after two months of searching and doing research on rural internet providers, a phone call to DirecTV to confirm that I was NOT in a contract with HughesNet, that I switched and called back to terminate my service only to find out that I was in a contract I knew NOTHING about and that HughesNet did have different speed options that we could purchase. I am please that HughesNet is willing to bring our balance to $however, I am not willing to accept an offer that has information provided within its contents
Regards,
*** ***

HughesNet is an awful companyThe promise you high speed internet at a fraction of the cost, but we can never seem to get it to workWe are being robbed by this company and their unusable internet servicesAfter many phone call to their customer service, I have gotten no where with themI am completely dissatisfied with this company and the scams they run!! Please someone start a civil lawsuit against them

[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:
This contract was initiated as an offer whereby Hughes Net offered to be my Internet Service Provider (for a minimum of TWO YEARS)
The second requirement for a valid contract is acceptance. Our contract was formed by an offer and an acceptance, but in order to be valid, it must also recite considerationConsideration is the exchange of valueFor MONTHS I paid $per month without complaint despite the incredibly slow speedsI continued to pay Hughes Net $per month while the service they provided got slower and slowerOften to the point that it would not functionI was not involved in Virtual Private Networks, twitch or RPG online games, online trading, web hosting, or heavy file uploads. And more and more they FAILED COMPLETELY to provide Internet Service at allThat is completely inadequate consideration
And that is unconscionableEspecially when considering the length of the contractA contract is unconscionable when it favors one side so strongly as to be clearly unfair to the other side
Hughes Net Executive Customer Support wrote:
"Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speedsHNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS."
Hughes Net provides internet at various levels of interruption and speedsI am certain that Hughes customers SOMEWHERE are paying the same $per month I have paid and are actually able to use a router or even watch ***Or at least a *** videoNot meIn my case, the "specific language" in the agreement is the same as saying "You have to pay us for two years and we don't have to provide you with anything"
Regards,
*** ***

I signed up for satellite internetI am on a fixed income and asked the representative times what my monthly charge would be$plus local taxHe required my credit or debit card to check my credit to insure there were no other feesGood credit no feesBad credit possible installation feeWell, after I had signed up my card was slammed for $I received my first bill and it included a charge of $for equipment leaseThese may be legitimate fees but I was flat out lied to by the service representativeThe service is also very slowFaster than dibut not even close to the ultra fast service promised by the sales rep

August 28, 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 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 recordsOur records indicate that *** ***’s service was activated on December 19, Relative to *** ***’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per monthWe have offered to upgrade the service plan from the Connect to the Connect Pro plan with no increase in that cost for the period of one yearWith an upgrade to the Connect Pro plan, *** ***’s data allowance would increase from 5GB of anytime bytes and GB of bonus bytes to GB each*** *** was advised that the upgrade could be offered with no increase in the service plan costIn addition we have offered to provide advanced technical support to troubleshoot her serviceThere are no documented facts to support *** *** having problems with her service other than being throttled because of the data allowance being exceeded 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 agreementIf *** *** does still wish to cancel she will be subject to an early termination feeWe informed *** *** of our decision on August 28, 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 [email protected]

April 2, 2015 *** *** ***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 contacted *** *** to resolve the issueIt 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 May 5, In September of 2014, *** ***’s account service plan was upgraded to the Gen service plan According to *** *** she has been experiencing issues with the service since the service plan upgrade and the upgrade Gen has resulted in different explanationsOur records indicate that there isn’t a need for *** *** to upgrade her equipment to receive Gen service and we have reached out to our advanced support department to assist with troubleshooting *** ***’s service to resolve the issue *** *** is scheduled to troubleshoot her service with our advanced support representative on April 2, around 7pm*** *** was informed of our decision on April 2, 2015. 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]