Hughes Network Systems

August 22, *** *** *** 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 refund After further review, Hughes has issued the refund of $to the checking account on file dated 08/08/ We left *** *** a message notifying her of our actions on 08/22/*** *** may contact me at the number below with any additional questionsWe 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, Ecole F* Executive Customer Support ###-###-#### [email protected]

May 15, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on February 20, On April 8, 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 $Regarding ***’s concern with having to return the radio which is located on the dish, the subscriber agreement specifically states that the radio, modem, and power supply must be returned to avoid unreturned equipment feesIn addition, a sales call review was conducted and *** was properly informed of the terms and conditions particularly the month commitment and what equipment needed to be returnedIt was stated by the agent that $is deducted each month into the contractual period. 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 fee. If *** is unable to return the radio, that $credit on the account can be used to apply toward the unreturned equipment 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]

The ID number for my case is ID ***, it has been resolvedThank you
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The ID number for my case is ID ***, it has been resolvedThank you
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The ID number for my case is ID ***, it has been resolvedThank you
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The ID number for my case is ID ***, it has been resolvedThank you
*** ***

June 18,
*** *** ***
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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 her HughesNet service
Our Executive Customer Support representative reviewed all pertinent database recordsOur records indicate that ***’s had two different accounts that were activated on November 20, On April 14, 2014, ***’s accounts were cancelledAs a result of cancellation within her contractual agreement, ***’s accounts were charged an early termination fee in the amount of $for each account.
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*** has been in contact with a member of our corporate office that handles business accounts and Hughes has agreed to waive the balance on both accounts in addition to be refunded the amounts paid on those accounts
At this point, the details of the refund amount are being worked out with *** and our business accounts department.
We sincerely regret any inconvenience that *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn 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]

February 27,
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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.
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
In light of the issues *** encountered with our service; Hughes has issued a refund of half of the early termination fee to the credit card on file in the amount of $
If *** has any additional question he 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,
*** ***
Executive Customer Support
###-###-####
[email protected]

We bought a house recently and the house came with a hughesnet dish and radio received already, so we figured we would give hughesnet a try because we are out in the country and they were at the time (may 2015) our only option, the install went smooth (independently contracted) and so onWe had the 10GB data plan which lasted days so it wasn't so bad other then the bad connectivity during storms which is expected with any Satellite communications system, at the end of the month I called to up my data plan to last for a whole months worth of streaming videos and regular usageWe went with the 15GB plan and the day after the 1tGB plan kicked in we went out of town for 5days and obviously we're not using out network or any data, upon returning we streamed maybe 30min or so of videos on Netflix at 480p and then it stopped working, then the nightmare of dealing with hughesnet and their customer service started, they said that we used all out data and I explained that we had used mins of streaming low quality video as we had been out of town and they refused to correct the issue on their endThey gave us 1GB of data so they could monitor our usage and then tried to pull some scam and say that we had to buy more data because the first month it doesn't deplete as fast( I am a Satellite communications technician for the military) which obviously made zero logical senseSo we decided to cancel , well during that time period they had outages making it impossible to get in contact with them before our trial was up, I got orders to deploy and they said if I sent them orders ( which I blacked out all opsec material) they would cancel no charge and we would not be charged, the very next day even after I confirmed they received the orders they charged us $for the cancellation fee, and admitted it was their mistake , and although I had confirmed they received the orders the day prior the day after when I called after being charged they said they didn't receive them so I sent them again and they confirmed again that they received them and finally issued the refundThey said it would be in our account within hours and of course it wasn't, this went on for 11days until they finally issued the refund and it was in our account, fast forward days later they then charged our account again for $for un returned equipment ( the only equipment provided to us was the modem as the dish and received where there already) so I called and they told me eventhough that equipment was not ours that we should've sent it back anyways ( eventhough our account had been closed out) and where charging us for the previous owners equipment, which makes no sense So we spent the money to over night with because it was the day prior to labor day weekend and UPS verified the day after it was received , but no refund eventhough they said it would be automatically refunded , so we waited days and I called again and they said it was never received This went on for days of them saying they never received it, until they finally decided to manually receive it in their system ( I called every day) and said the money would be in our account and even verified the card on fileStill no refund so I called back more times only to find that they had credited it to our inactive hughesnet account for no reason and I finally got them to issue it to my card which they said of course hours yet it took days for the money to show upIt is wrong for a business to Take money when you are explained that you will NOT be charged and in the military community dollars out of no where coming out of your account is a big deal, and so is as well and them charging our account is borderline fraudulentI would never use hughesnet again as they feel the right to take money that isn't theirs and tell you one thing yet do the opposite you have to hound them on the phone to get anything from them I would urge anyone to stay away from hughesnet and the fraudulent charges they feel entitled to

I have been a customer in Germantown NY for months Dec4th, -Feb 3rd, They are the WORST Service Connection Ever, Poor Customer Service and All they CARE ABOUT is MONEYTherefore they are Liars and Thieves1) I signed with the through a bundle package through direct TVThey failed to mention Satellite TV does not work with Satellite Internet just out of good faith and common american courtesy2) There service did not work and I called to fix it the first month and nothing changed3) I was charged on my first billed a protection plan of $I did not request
4) I called to remove the protection plan charge of $and asked to note in computer I did not want it, I WAS CHARGED AGAIN5) I called to cancel services at the end of my second months services which was feb 3, They confirmed cancelation and I would not be charged for February6) I was still charged for the month of February and I was tolled I had to pay a cancelation fee: The first rep told me $300, second rep $and thirst rep $6) Ive been on the phone with the every day and via chat onlineThey will not refund me my money for services I am not using nor was I told at the purchase of a one month trial basis after that I have to cancel or they would charge a fee for early termination avg: $300-$I am writing this review everywhere possible and taking them to small claims courtIt is not the customers fault service does not work in our area nor is the employee educated to let the customer know satellite internet and TV do not work together it requires broadbandLastly, how can a company treat customers this way and expect to have them come back? Shame on you HughesNet!
Stay Away!

April 24, *** *** ***
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 additional concerns regarding her HughesNet service
After further review, *** was sent an email confirmation of her service order before install that outlines a month commitmentAfter the install *** had to click several drop down boxes and one of those boxes *** clicked “[ Yes ] Subscriber Agreement Accepted During Service Activation“ *** may view the terms and conditions of our service at http://legal.hughesnet.com/Home.cfm In addition, our sales agent would have advised *** of the month commitment upon ordering our serviceWe have sent off for the sales call for review
Hughes will still agree to waive half of the early termination fee
We value *** as a customer and would like to see if we can uncover any underlying issues with our service and meet her expectations *** may contact me at the number below for a convenient time to troubleshoot her service or cancellation of her service 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]

March 26, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID
*** Dear Mr***: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s account was activated on March 9, and requested to cancel his service on March 12, Will we request a sales call review to see if the agent read the proper disclaimer regarding using Hughes’ service for gamingIn addition, we will investigate how Mr***’s name ended up on the account instead of his wifeTypically an agent will ask if there is someone else in the home as to where credit verification can be used to qualify for lease and the best offers available if the caller doesn’t qualify Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not apply We sincerely regret any inconvenience that Mr*** 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###-###-####***

I had called Hughes net the November to try their services asked what they package were first we were told GB a day anytime hours and gb from the hrsof 2am to 8am , first they told me I didn't have to buy the equipment only had to pay for the taxes when it came to run y credit card for the taxes it wouldn't work , then they told me I had to buy the equipment and card me bucks but we would get free installation we asked if we didn't like the services would we get our money back they told yes had the system installed a few days later the of November used it got really slow we called and asked again how many GB was it they then told us it was 5gb a month , we decided to cancel the of December a few days later and when we asked to get our money back the represented said send back the equipment and we might be eligible to get buck back the cost of the equipment I explained to her we were told the equipment was dollars and it was free installation she said we paid for installation I asked if they were goanna give us a free shipping box so we can send back the equipment she said no I would have to pay for that worst business RIP OFF we had only had this thing a lil bit and they took our money and ran with it I would never recommend this company if anything I tell people to run from it HORRIBLE COMPANY PRACTICES STAY CLEAR

This is the worst internet service you can get.If your reside in the country, they know you don't have many choicesThe internet itself is slowHughesnet trys to sell you on upgrading to Genbut its worst than regularYou run out of data allowance before two weeks into your monthly allowance time frameBut of course you can purchase more data from HughesnetAnd pay additional fees Also when you have a problem, the tech people seem to give you the run aroundHughesnet is the most expensive out there but you do not get your money's worthHughesnet use to have good service as I have been with them ten years and not by choiceNow its about money and not customer satisfaction nor serviceStay away from them if you have other choicesThey should be looked at by the feds as they promise the best internet services for rural america.Listen to their adsThis is a lieThey are expensive and the worst rip off you will experience out there

[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 and I came to an agreement but due to the actions of their agent Intersource I will not be doing business with them
Regards,
*** ***

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 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 ***’s service was activated on July 31, On March 12, 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 $325.00.
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 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]

The other night I was looking for an alternative Internet service providerI had made it clear that that within the call I was only seeking informationThe customer service agent was really pushy and before I could breathe put me on hold to acquire a promo code then later in the call forced me to give my debit card information from which he promised not to withdraw any moneyHe did, dollars and the ended up causing bank issues and I'm still out of dollars all because of HughesNet!

July 16, 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 April 21, and initially requested to cancel her service on May 19, A day trial period extension was granted and the last day to cancel without penalty would’ve been June 20, *** called to cancel her service on June 20, and the system charged an early termination fee in the amount of $400.00. Due to the account being cancelled within the trial period, there was no contractual agreement and the early termination fee of $shouldn’t have applied***’s account was credited the disputed amount of $for the early termination fee and that amount was refunded to the card on file on June 23, Our advanced billing department was able to confirm that the refund was received by ***’s financial institutionPer the notes on her account, *** states that she didn’t receive the refund because her card was canceled by her bank prior to posting the refundPlease be advised that we do have a confirmation transaction with reference numbers that the refund was successfully received by the bank*** will need to consult with her financial institution on the whereabouts of the refund in the amount of $that was issued to her card 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 ther point, we would respectfully request that our response to ther 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: I feel the entire early termination fee should be waived, not just 1/2. I was paying for 10GB service and was only receiving 1/GB service. I have had numerous issues with download speeds starting the first month of service. I placed several phone calls to customer service regarding this issue and there resolution was that I pay for "tokens" to increase my speed! I feel this company is deceptive in promising services that they clearly can't deliver yet continue to collect $. Not too mention the hours I was on the phone with their customer service deptAND had to explain my story over at least times due to my call being mysteriously "dropped" while speaking with a customer service rep. Very poor customer service and failure to deliver service promised. Please waive the full early termination fee, anything less is unacceptable!
Regards,
*** ***

I tried hughes net and it didn't work too well where I live I called to discontinue service within the time allotted for this The company sent me a box with labels to put equipment in to return to them I took everything inside my home that was to be sent back I shipped it the following day via UPSThis happened in January Yesterday, April 3, I checked my banking account, finding that Hughes Net had debited $out of this account Thinking that it was just a mistake I called them on their customer service number They said that they HAD received my returned equipment BUT I did not send back their "radio" I told them that I had returned everything inside my home-they then said that "radio" was affixed to the dish I asked if they meant the dish on my roof and indeed it was I am a widow and disabled as well, and if I weren't I don't own a ladder They told me for an additional $they would send a tech person to remove it Obviously I disagreed with them over the additional cost Then they said that they would waive the removal fee and cost of shipping it back to them I asked when I would receive my money back-they said they couldn't be sure depending on shipping time My BIGGEST problem with them is that they debited my bank account without ANY form of a notireminder in the mail, no contact by phone OR e-mail This is a blow to my budget in a major way When I asked to speak to their supervisor I was put on hold, after minutes I was disconnected I called them right back and again had to go through the entire process again I was put on hold again but this time I did speak with another person but whether or not he was an actual supervisor I 'm not sure I explained why I was aggravated (besides the money) with the way they took my money without any communication with me I had always gotten notice when they were debiting me for monthly fees vis e-mail I asked them if they were going to pay my light bill or buy groceries--being rude myself-I was not pleased at all Thank you for your concern

Very poor internet serviceThe installer drilled into my roof in three locations in order to get a signal Immediately had loss of service and they had to come out to reset dishWe were promised that we could play games, browse Internet and use our phones but none of this is trueSince instal we can't watch video or use more than one device at a timeCustomer service wants to fine us $to cancel even after they acknowledged their service is poor and we aren't getting proper signalNext step is Revdex.com complaint and then the state atty generalThis service is a scam and they blame everything on our equipment, phones, Xbox, etcThey waste our time running speed tests that verify service sucks and then stall and jabber on and on

I have been a HughesNet customer for about a year nowI have called multiple times because the service I recive at my house is terribleEvery time I call and speak to a representative they can never find my account because they have my last name for some reasonI have never used the last name they have on file and have no idea where they got that last name fromI have asked multiple representatives to please change my last name to be correct and no one has ever changed it and this has been a year nowI have tried to explain that the service is terrible at my house, I can't stream any movies or even a short clip of anythingI originally got HughesNet for my college classes but was hardly ever able to use it because the service was so terribleI wanted to cancel because it's not my fault it doesn't work but it costs so much to cancel with them that I never financially was able to do so

August 10, 2016 Mr*** ***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 Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each (Gen4) 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.”“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.”Some users consume much more bandwidth than the average user, and they will experience reduced download speeds as a result of exceeding their Download AllowanceYou may be surprised to find that the top one percent (1%) of users download times more the average userBy providing a Data Allowance, more of the shared bandwidth is made available for everyone to useMost users will have a better experience as a result of the Fair Access PolicyOnline activities such as viewing Websites, checking email, watching video clips or similar short streaming media, and automatic software updates are unlikely to cause you to exceed your monthly Data Allowance.Please be advised when Mr*** subscribed to the HughesNet Service, he expressly agreed that he would be subjected 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 feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands MrMitchell’s frustration and concern. In light to the issues Hughes has waived half the early termination fee and issued a refund of $to the accountThe remaining balance is $110.00. A box will arrive within 7-business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300.We sincerely regret any inconvenience that Mr*** 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, EF* *** *** ***
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