Hughes Network Systems

In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns about the early termination feeOur Executive Customer Support reviewed all pertinent database recordsWe are unable to locate
the account informationIn order to bring resolution to Mr***’ complaint, Hughes would need the account number or phone number associated with the complaint.Mr*** may contact me at the number below to bring closure to his complaint
Hughes is wholly committed to clarifying the nature of MrRobert’s 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 Mr***Very truly yours,Ecole F*SrExecutive Customer Support

July 8, 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 representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on March 21, On June 17, 2014, *** called to request to cancel her account but the cancellation wasn’t processed because *** terminated the call prior to agreeing to terms and conditions of the cancellation Regarding ***’s request to receive a refund for the initial payment of $that amount is a valid charge for services rendered and it was billed to another credit card that was previously on the account*** called on May 21, to request a due date extension to make her paymentA due date extension was processed and her next payment was due by June 1, which she consented to, however that payment wasn’t made which led to the account being in a soft disconnect status requiring payment to be able to use the serviceIf *** still wishes to cancel service, she will need to contact customer support at ###-###-#### and once she verifies the number on the account say the word cancel to be directed to the account management team 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]

July 3,
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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 her cancellation
Our Executive Customer Care representative reviewed all pertinent database records.
“Hughes maintains a special Fair Access Policy for these subscribersThis 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 periodSubscribers who exceed this limit will experience a temporary reduction of speed.” We are unable to revise the policy.”
Please be advised that when *** subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination 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.
In light of the issues *** experienced with our service; Hughes will waive half of the early termination fee; bringing the amount due to $
A box will be shipped to the address on fileThe equipment would need to be shipped back within days of the cancellation date to avoid being charged an unreturned equipment 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,
*** *** Executive Customer Support
***
[email protected]

Hughesnet Gen is without a doubt the WORST satilite internet service I have ever had the misfortune of choosing! There is not a single thing I could say in a positive light!!! I will NEVER use them again and I will advise all my friends not to use them and ask them to advise their friends not to use them either!! They get a huge ZERO rating from me!!!!

March 14,
*** ***
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 contacted *** 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 the account is registered to *** *** and was activated on November 30, On December 26, 2013, *** *** called and mentioned he wanted to cancel the service after finding out it wasn’t unlimited but said he would find another provider and call backPlease be advised that only the account holder can cancel serviceWe informed *** that we needed permission from the account holder to speak to himAll customers can cancel service within the first days 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 wishes to cancel her service we will issue a credit on the account that can reduce the early termination fee
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 20,
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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 service
At the time *** 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 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 concernWe have performed diagnostics and don’t see any underlying issues with ***’s service*** needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating at http://customercare.myhughesnet.com*** would also need to take web responsive test as well
*** would need to contact me at the number below to fully evaluate his service after he takes adequate speed test at the number below
In light of ***’s issues; we have issued a one month service credit to his account
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]

[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:
In my complaint I've already acknowledged the fact that Hughes has said they don't guarantee speeds and that the listed speeds for download and upload in their advertisements are not guaranteed. I'm a certified IT professional so I'm well aware of what conditions affect network speeds. But they didn't address my concern which is the contradiction and representation of their posted advertisement of services. For example, if a company offers tiers of services there has to be something separating and differentiating each tier from the next. And in their advertisement posted on their website at, http://www.hughesnet.com/index.cfm?page=Plans-Pricing they have done that by separated their services into tiersAnd what they're response to my complaint basically said is that a person paying $a month is liable and most likely to receive the same quality service as the person paying $a month. Its completely misleading and unfair to pay more than someone else but get the same thing. Like if I paid for a full service oil change I shouldn't get the same type of oil change as someone getting a basic ESPECIALLY if I'm paying more. And if what they're response to my complaint is true there should only be one rate if at anytime they can throttle your speeds to anything as low as 0mbps and that there's nothing you can do about it but continue to pay $for service. Additionally the way it appears online is like if you get the Power plan you get speeds greater than Mbps down and less than or equal to Mbps but the speeds aren't guaranteed. Attached is the advertisement
Regards,
*** ***

July 8, 2016Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re *** * ***File# ***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 service.Our executive customer care representative reviewed all pertinent database records After further review, Hughes has a free move program that will move customers’ equipment to their new locationUnfortunately, Ms*** was unable to take advantage of the program and as a result cancelled the service within her month commitment.Please be advised when Ms*** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period Consequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of Ms***’s issues, Hughes waived the remaining early termination feeThe closing balance is $0.00.It will take can take up to (4) to (6) weeks for the information to be removed from the collections department.We sincerely regret any inconvenience that Ms*** 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,EF*SrExecutive Customer Support***

July 24, 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 his 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 June 28, The account was canceled per request on July 3, 2014. Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyOur records indicate that there was a credit approved by the preinstall department in the amount of $for a pole mount***’s account has be credited the $as requested by the preinstall department and that amount has been refunded to the card on fileIf there are any other charges that weren’t billed by Hughes, they will need to escalated to the dealer because Hughes isn’t responsible charges from the technician 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 still want me to pay a termination fee. I will not. They are the ones that broke the contract, by misleading me. THey out and out lied about their service.Regards,*** ***

This company is fraudulentTheir customer service improved but when I cancelled my service I was informed to return the equipmentWhich I didThen they debited my debit card for $Which was unauthorizedWhen I called, they told me that it was for the radio transistor that is on the dish on top of my roofNot once was I told previously that this needed to removed and sent backNot to mention, I'm an elderly person that shouldn't have to climb a ladder to get to the dishThey sent a technician out today to remove the transistor which needed special tools to remove itNow it will take about months to get my money refunded to me because they can't access my debit card anymore (I put a stop to that)This is a scam they use on their customers to get xtra money to build up interest in their account- WARNING -DO NOT EVER USE HUGHES-NET!

I have never received such horrible internet service or such lousy customer service in my lifeI was told by a representative that my contract was up and I could cancel without any issuesI contacted them to cancel and was informed by that representative that I would have to pay a fee for breaking my contractI gave them the reference number and the Manager Kelsy state that it just shows that we spoke and pulls up the notes from the call that the Rep enteredThe problem was the Rep never documented that I was told my contract was up, my initial reason for the call was because they took it upon themselves to take the next months payment out of the bank account without my authorizationI don't do automatic billingI did receive my refund but nothing was documented about the contractI spoke with Kelsy today and she basically stated that I was lying about what I was told since it wasn't in her notes from the callShe also stated when I requested that they aren't able to pull the call and listen to it because they don't have access to do soWHAT GOOD IS IT TO RECORD THE CALL IF YOU CAN'T PULL IT UP AND LISTEN FOR FUTURE REFERENCEThey need some serious lessons in customer service and how to speak to peopleIt's bad enough the service is *** but they also can't speak in an intelligent manner and I never cursed but her tone of voice and how loud she was, was by no means professionalIf you have them I recommend you move on quickly from this low class crap company

Completely inadequate and therefore useless service to our location
Forced to sign contract
Then, after cancelling contract within the allowed days, received box and 'instructions' to send back the 'equipment' There was no mention of signal receiver on the dish itself that had to be sent backWe sent everything back that they mentioned in the prescribed boxWithout notifying us of any problem they have debited our account unexpectedly, causing us overdraft charges, and the loss of our food budget for the rest of the month, causing us extreme difficultiesMade us endanger our health to climb on our roof and wrestle with equipment or else pay another huge amount of money for a service guy to do itWe object to their business practices, lack of care for customers, and lousy service that they are trying to sell to start with

In response to your letter, to the executive customer support division of Hughes, it is our understanding that Ms*** has some additional concerns regarding her service’In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the ServiceHughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each monthIn addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum termHughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and HughesHughes will charge a return fee for each debit that is declined by your bankThe return fee will vary from state to state and will be the maximum amount allowed in each state.”
After further review, our payment tech will attempt to retrieve all payments on the “issue date” which is (10) days before the due date to ensure the payments are retrieved in a timely mannerHughes will always attempt to collect the payment on the “issue date” unless the payment is unavailable on that date, we will attempt to collect the payment (3) days laterPlease see the example below:Account Number : ***Date Due : 01/17/2015In addition, : ***Issue Date : 01/07/2015Purchase Order # : N/AAccount ChargesDescription Total Accounts Charged Amount Service Fees HughesNet GenPower PRO $Reset Token Fees Token - 2GB $Token - 1GB $Token - 500MB $Rental Fees HughesNet Equipment Lease $Other Fees Property Tax Surcharge $Total Accounts Charged $Summary and Tax DetailsDescription Charges ($)Account Charges $165.73Sponsored Charges $0.00Installation & Field Service Charges $0.00Total Taxes $0.43Total Charges and Taxes $166.16View Site Details In addition, Ms*** has disputed the charges of $for the month of FebruaryWhen a company rules in favor of the customer, it does not resolve the account status with HughesTherefore, the customer must work with Hughes to resolve the overriding issue for the disputeThe disputed amount of $bounced back to the account and Ms***’ credit card was charged againWhen customers upgrade their service, they will pay a prorated fee for the previous service plan and billed for the current service plan, this is why Ms, *** received a higher bill for the month of February Ms*** would need to contact our customer support team to have her account switched from credit card billing to invoice billing at ###-###-####All of the charges were valid chargesIn light of Ms***’ issues, we processed a refund of $to the account on 01/16/which represented a partial refund credit of the month of January in the amount of $That amount went back to Ms***’ credit card which is why we also charged Ms***’s in February.Ms*** may contact me directly at the number below with any additional questionsWe sincerely regret any inconvenience that Ms*** 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*SrExecutive Customer Support

I have had Hughes Net Satellite Internet for months I called to try to cancel my contract several times I was told their is a penalty to do so and that is fine but my service is awful and the speed is terrible The data only last about weeks of the month and my installation was the problem after months of service the tech came out and said that it was installed improperly and resulted in it using more data that is suppose to I called and they tried to resolve the issue now but I would never resign my contract the experience has not been good All I want is them to follow on their end of the contract and provided adequate service for the expensive price they ask They said you get 20mg of data a month but thats not the case you only get and the other extra data is only to be used at 2-6am Who can use this and that time I work and have children no one can use this All I want is out of my contract and to let others know the issues that you will get with this company

class="PSLONGEDITBOX"> July 22, 2014*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** ***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 a refund.“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, we have issued a refund to ***s’ account of $391.37.*** has verified that she received the refund on her credit card and has no further issues with Hughes.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.Sincerely,*** ***Executive 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 support division of Hughes, it is our understanding that *** has some additional concerns regarding her HughesNet serviceAfter further review, we would need to speak directly to *** to bring closure to her complaintWe left a message for *** on 5/21/and we are currently awaiting a return call
We have attached the signed installation agreement accepting the terms and conditions of our service including the month contract
Please see the full terms at http://legal.hughesnet.com/Home.cfm 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 considerationVery truly yours, *** *** Executive Customer Support ###-###-#### [email protected]

April 23,
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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
After further review, we make every effort to provide adequate training to our customer support team We apologize for any frustration *** had when contacting our call centers
*** currently has a $balanceIn light of the difficulties, *** experienced with our service; Hughes has issued a credit to his account that consist of $off for (6) months
We attempted to notify *** of our decision on 4/23/and are awaiting a return call to address any 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 me. Thank you very much for your consideration
Very truly yours,
*** ***
Executive Customer Support
###-###-####
[email protected]

February 27,
*** *** ***
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 her HughesNet service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on October 31, On February 9, 2014, ***’s account was cancelled. As a result of cancellation within her contractual agreement, ***’s account will be charged an early termination fee in the amount of $385.00.
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 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 will issue a credit of $to her account representing half of the early termination fee.
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 was looking for internet service because the carrier I was using couldn't provide enough internet for my familys needs I had used hughesnet before and had been satisfied so my husband contacted them and agreed to use their service During the initial call, the salesperson offered a "free" home phone with the internet service Even though we didnt need it, he agreed because it was supposed to be part of the internet service After the first month, I noticed that there was a charge for about $per month for our "free" home phone My husband called to ask about the charge and it was explained to him at that time that we would have to pay the $a month or be charged over $for a "early termination" on this "free" phone He told them to just leave it so he could talk to me and they cancelled it without his consent I didnt use the phone so we didnt know it had been cancelled until the bill showed up on my credit card for over $ I called to dispute it and after nearly an hour on the phone they agreed to a $credit for months and a $credit per month for the remainder of my contract They didnt take the charges off that had already been made The issue that I have with this is that had it been presented as a "free trial" we would have never agreed to it We didnt want it and dont need a home phone We are happy with our internet service but this has been a very unpleasant experience They need to be up front about their "deals" and honest about charges so that these situations can be avoided