Hughes Network Systems

April 22,
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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, we have attempted to contact *** to resolve the outstanding matter. It is our understanding that *** has some concerns regarding his HughesNet 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."
We value *** as a customer. Accordingly, we are in the process of reviewing ***’s service to uncover any underlying issues that may be present. In light of the difficulties *** encountered with our service, we have issued a one-month service credit in the amount of $to his account. Hughes will continue to monitor the performance of ***’s service and is committed to working with *** to reach a resolution.
On, April 22, 2014, we left a message notifying *** of our actions as well as advising *** that he needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating
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:
Regards,
*** ***

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, it is our understanding that *** has some concerns regarding her HughesNet service
*** has cancelled her accountAn early termination fee of $applied to the account due to cancelling within her month contractual agreementWe issued a one month courtesy credit to the account of $83.13, bringing the amount due to $
*** needs to return the equipment within days of the cancellation date to avoid being charged an unreturned equipment feeA box and prepaid label will be shipped to the address on file for the successful return
We left a message notifying *** of our decisionWe would need to speak directly to *** to bring closure to her complaint*** 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
Sincerely,
*** ***
Executive Customer Care
###-###-####
[email protected]

March 5,

[redacted] Trade Practice Consultant
Revdex.com
K Street Northwest, 10th Floor
Washington DC 20005-
Re: [redacted] File# [redacted] Dear [redacted] :
In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service
HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDSWhen you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted] ’s frustration and concern. As a result, Hughes has applied a credit of $off for (6) months to the account
We value [redacted] as a customerAccordingly, we are in the process of evaluating [redacted] ’s service to uncover any underlying issues that may be present
Our records reflect that [redacted] service plan was upgraded to the next tier
If [redacted] is still experiencing issues with her service she may contact me at the number below
We sincerely regret any inconvenience that [redacted] 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,
[redacted] Executive Customer Support
[redacted] [email protected]

April 12, *** *** 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 his HughesNet service Regarding ***’ 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 fees. However, in recognition of ***’ circumstances, Hughes agrees to make an exception regarding our cancelation policy We again reviewed the case notes of the cancellation request in 01/and *** did speak with our billing departmentHowever, the case notes indicate that the early termination fee could not be waived and *** needed to speak with our executive support If *** has a case number in his records that he would like for me to review regarding the waiver of the early termination fee he may contact me at the number below As previously stated, Hughes has waived half of the early termination fee of $87.50, bringing the amount due to $ While ***’ account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. *** may contact me directly with any additional questions at the number below We sincerely regret and apologize for 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]

I've been with Hughesnet since and have been perfectly happy with their service I upgraded to the Genservice in Feb and it has been tremendous, thus far I took the time to learn what I can and cannot do with a capped service, and adjusted my usage accordingly I have had no problem with their service, and my speeds actually exceed their advertised speeds considerably (around 21Mbps during off peak periods) If one remains cognizant of their usage and adjusts accordingly, Hughesnet will work very well for them Don't expect to be able to stream all kinds of movies and TV shows in HD It's a CAPPED SERVICE, so you will run out of data very quickly if you do this I'm very happy with Hughesnet

Good internet, sloppy customer service

August 7, 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 an order canceled for Hughesnet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that *** ***’s order was created on July 8, and canceled before the service was installed Due to the account being cancelled before install, there was no contractual agreement and the early termination fee of $doesn’t apply*** ***’s account was credited the disputed amount of $and that amount was refunded to the card on file on July 25, 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 she changed bank accounts 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 cardThere was no amount of $billed by Hughes as referenced in her letter. 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 the 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]

I signed a year contract for internet serviceThe internet became unusable, often with buffering several times a minuteEven with premium plan download limits where exceeded with only one amazon movie per night though I'd been enthusiastically sold my plan would be adequateI had no choice but to cancel the serviceI paid over $in cancellatio0n chargesA complete loss of $fo me on a fixed incomeThis is beyond just poor service

[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 as Answered]
Complaint:
I am rejecting this response because:I was lied to from a Hughes Net salesman about the Hughes Net service plain and simpleI asked many specific questions about the internet service I wanted and even explained to the salesman the exact internet service that I did NOT wantThe salesman told me that I will NEVER experience any buffering as long as I did not directly download over gigabytesHughes Net will find in that recorded conversation that I gave the example, "What if I leave my computer on and stay up all month watching *** 24/will I EVER experience any buffering or reduced speed?"
The salesmans response, "NO! Mr*** your going to love Hughes Net high speed internetYou will never experience anymore buffering like you did with ***" (*** ***)
Sorry Hughes Net! I had *** *** for four and a half years and I never complained even onceAs a matter of fact this is the first time I have ever complained about anybody to the Revdex.comIn that recorded sales call you will find lie after lie from your salesman to me and this is the reason I will continue pressing and rejecting your response until you make good on what your salesman told me in the phone call or you release me from my contractWe all know salesman can be slipperyBut to bluntly lie about your service over and over in every effort to get me and/or the public to sign a contract is illegal.
advertising or deceptive advertising "is the use of or misleading statements when promoting a productIt may include misrepresentation of the product at hand, which may negatively affect many stakeholders, especially consumersAdvertising has the potential to persuade people into commercial transactions that they may have otherwise avoidedIn the United States of America this practice is illegalTruth refers to the concept that customers have the right to know what they are buying and that all necessary information should be on the label."
Mr*** (myself) had time to cancel Hughes Net serviceHughes Net service worked great in that time period and there was no reason to cancelMr*** has run tests on his internet connection that is provided by Hughes NetThe connection is greatMr***s internet speed has been purposefully slowed down (throttled down in Hughes Net terms) which is something the salesman said would not happen by simply watching movies no matter how many.
Mr*** will continue to reject and press this issue for fairness and public awareness and awaits eagerly for Hughes Nets responseUpon Hughes Net listening to the sales call the next Hughes Net response should be very interesting
Regards,
*** ***

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11:AM (minutes ago)
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This claim had been payed in full, no more action needed
*** *** *** *** ** ***

February 24,
*** *** ***
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 service is registered to *** *** and was activated on February 28,
Regarding ***’s request to cancel without penalty, please be advised that when *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement
Because of previous credits that have been placed on the account, if *** chooses to cancel service within her current bill cycle her net early termination fee balance will be approximately $Currently there is a credit balance of $and the early termination fee would be $We spoke in detail to *** concerning the account and he understands that if $is charged to the account, the balance would actually only reflect the $We informed *** of our decision on February 24, 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
###-###-####
[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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that ***’s service was activated on February 3, On May 5, 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 of returning her purchased equipment for credit, Hughes’ policy on purchased equipment is the equipment must be returned within the first days to receive credit, however we have made an exception as a one-time courtesy and we have placed a credit on the account in the amount of $The purchase price for *** was a net of $The equipment is $and there was an instant credit given of $Per Hughes’ subscriber the $installation fee is non-refundable Regarding ***’s request to cancel without penalty, please be advised that when *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties *** experienced with our service, we have issued a credit of $to her account representing 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]

[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 am requesting a direct number to a supervisor to help get this straightened outPlease call me directly in order to get this issue resolvedWe are being charged monthly apparently for the last two yearsThis issue needs to be fixed before I accept the complaint.
Regards,
*** ***
###-###-####

April 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 contacted ***’ wife who spoke on his behalf 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 November 5, On January 3, 2014, ***’s account was cancelled. As a result of cancellation within his contractual agreement, ***’s account was charged an early termination fee in the amount of $220.00. Regarding ***’ concern that his final bill should’ve been in the neighborhood of $111.00, it actually was inclusive of part of the early termination feePlease 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 agreementHowever, in recognition of ***’ circumstances, Hughes agreed 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 feeAt this point, the account is canceled the final bill in the amount of $has been satisfied. 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]

Hughes Net could not provide quick Internet service until I upgraded to Gen After upgraded to Gen 4, the cost of Gigabytes of data was only supposed to cost around $but quickly climbed to over $80, well out of my budget When I found a better service that allowed me unlimited data I paid $to finish my contract that I had held with them for 3+ years They give me only days to send back the radio, power supply cord, LAN cord and modem I had extreme difficulty getting the radio off the dish, being it was located on my roof However the company threatened me with a $charge if it was not in the return kit, and $if they had to send a technician out It is scandalous how they treat customers and I will not ever return to this company for business

July 18, 2014 *** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID
10111096 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 October 19, On March 19, an email was received requesting to cancel service on April 10, To prevent unauthorized changes to customer’s accounts, verbal confirmation must be giving by the account to cancel serviceEmail responses were sent urging *** to call customer regarding his request and the account ultimately was canceled for nonpayment on April 14, As a result of cancellation within his contractual agreement, ***’s account was charged an early termination fee in the amount of $330.00. Regarding ***’s request to cancel without penalty, please be advised that when *** subscribed to the HughesNet Service, he expressly agreed that she 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]

Horrible productThe company is smart enough to bend the truth right to the line of breaking the lawMy internet service was horribleYou cannot watch streaming video like Netflix or sling with pixilation, crashes and so onLight tv watching will burn through your allotment in a matter of days and they charge $to cancel there service

This review is for HughesNet ISP service I have been with them since October Before you choose this company, you need to be aware that the service is extremely poor with freezing sometimes every second for or seconds Also, you must go to their website every month to make sure that they have not put charges on your account that you do not owe They have done this to me at least twice - so now I check my account The last was this month where I had a credit and they charged me I called and asked what the charge was for and they said TAX I said you charged me tax on my invoice why the additional tax She said she did not know and would remove it The last time they charged me 10.??
and I said I would pay it because I was trying to get the billing amount corrected I will be signing with a different ISP as soon as my contract is up

April 6,
Dear *** ***:In response
to your letter it is our understanding that *** *** has some concerns
regarding his service and the return of the equipment. Our
Executive Customer Care representative reviewed all pertinent database recordsAfter
further review, please
be advised that when *** *** subscribed to the HughesNet Service, he
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.It is the customer
responsibility to return the equipment and there is a $de-installation
fee if customers need a technician to be sent to the site to successfully
remove the equipment
In light of the difficulties
*** *** encountered with returning his equipment, Hughes will create a
complimentary dispatch for a technician to arrive on site
*** ***
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
me. Thank you very much for your consideration.Very truly
yours,Ecole F
SrExecutive
Customer Support