Hughes Network Systems

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: For some reason HughesNet continues to tell stories different to the Revdex.com than they do to my wife. The agreement was for $239.00 but we will settle for less since it's better than nothing which was what we had before we contacted the Revdex.com. HughesNet continues to make promises and then comes back on them. HugheNet has NOT credit any other funds to our bank account!!! The only funds we have received was the temporary credit given by the bank when we filed a dispute to receive the money back that HughesNet admitted they took in error but continued to avoid returning. My wife has been diagnosed with breast cancer within the last few weeks and HughesNet has caused us both added stress which the doctors have said we are to try to avoid. HughesNet is aware of this also but still yet they continue to make their own rules and do what they want regardless of what is right! HugesNet sent a check for $235.88 but now after sending us two invoices with credits because we have canceled services with them and they charge for services before usage, they now are attempting to charge us again! They have sent an invoice after stating to us after the cancelation and before the check was sent that we owe them nothing and they are sorry for the problems they have caused but now they are starting it over again because it appears they still do not know what one department is doing or saying to the customer before another department does something else. HugheNet really needs to figure out how to communicate between departments and how to keep their word to the customer. I have hard copies of the invoices that reflect credits that HughesNet say they owe us!!! Now they want to claim they have sent the bank money they have not sent?????? We owe HughesNet nothing as they agreed to us on and they DID NOT REFUND ANY MONEY TO OUR ACCOUNT!!! They even claimed they couldn't refund money to our account because they no longer had the banking information so how do they get they've given us the money twice????? Please stop this company from lying to others and taking money they isn't owed to them or authorized by passing this on to other potential customers so they are aware of their deceitful practices. It appears they do not wish to work this out or reflect to the Revdex.com the truth about what was agreed to or said. It may be that the representatives need to make sure their notes are accurate, I guess it could be possible that they are typing the notes in later and trying to recall what was said, I'm not sure why it is incorrect but we are keeping notes as we speak and also putting it on speaker phone at times so we can make sure we all understand.
Regards,
[redacted]

February 25, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID [redacted]
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on November 11, 2013. On January 13, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00. 
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] 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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $385.00 to her account representing the early termination fee. In addition, we have waived the last month of service bringing the balance to $0.00. We informed **. [redacted] of our decision on February 25, 2014.
 
We sincerely regret any inconvenience that **. [redacted] 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,
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

December 6, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr....

[redacted]:In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records.  “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This 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 period. Subscribers 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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. After further review, Hughes was able to listen to the sales call and all the correct terms and conditions were provided including the data limitations. The full terms can be viewed at legal.hughesnet.com.Please be advised when Mr. [redacted] 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 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. Hughes will waive half of the early termination fee by contacting our billing department at ###-###-#### and refer to case number [redacted]. The indoor/outdoor equipment does not need to be returned based on the model. However, the replacement modem would need to be returned. There was a label provided inside of the box. If the label in unable to be located. The equipment would need to be shipped to:Receiving Warehouse (RMA# [redacted] Dr.Gaithersburg, MD 20877 We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, E. F[redacted]Sr. Executive Customer Support[redacted]

August 27, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s account was activated on July 22, 2013 and requested to cancel his service on July 3, 2014.  Due to receiving military orders to relocate, the account was not charged an early termination fee as a courtesy. [redacted]’s account has be credited the disputed amount of $286.46 and a refund for that amount was generated on August 27, 2014.   We sincerely regret any inconvenience that [redacted] 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[redacted]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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]As I stated in my initial complaint I reject the response because the appropriate level of service was not provided, period. As **. Williams states in his response regarding "good faith", I purchased my equipment with the contractual right to return the equipment for a refund so this is not a "good faith" gesture on the part of HughesNet. Consequently, I made this request during cancellation and have yet to receive the box required to return the equipment for the refund. In addition to the "good faith" remark as a consumer I reserve the right to demand the level of service I agreed to when I signed the contract. HughesNet failed to provide the contractual level of service over a period of several months. **. [redacted] refers to review of pertinent records, this is a play on words as the "pertinent records" will show several complaints and gratis bandwidth in excess of 25gb from the call center technicians to make me go away because they could not explain the disappearing bandwidth. I still have yet to receive an explanation how a prepaid service which was not paid due to my credit card being cancelled by my bank due to the Heart virus resulted in zero bandwidth after the service was paid. In other words, pay first, get bandwidth later but when I paid apparently all of the bandwidth was used when my wife and I were out of town and all devices were turned off with the exception of the HughesNet router over a seven day period. It is my opinion that HughesNet knowingly provides a substandard service and that most consumers simply take it and will not take it to this level only to cancel once the contract period expires. I did sign a contract in good faith to pay early termination fees should I decide to cancel early but the onus is on HughesNet to provide the service I paid for in good faith which they did not. I propose that HughesNet provide the dates and data sizes of gratis bandwidth and support why I was given free data if there was not a data handling or monitoring issue on their end in addition to providing a logical response to the 20gb of bandwidth used without being paid for and when no devices were powered on. I reiterate, my wife and I went so far as to unplug all networked devices in our home with the exception of the HughesNet router while we were out of state to see what would happen. This resulted in the aforementioned 0 bandwidth after payment with 0 use. Again, returning the equipment is my right per the contract and has nothing to due with good faith on the part of HughesNet. The call center rep I spoke to when I cancelled did everything they could to dissuade me from attempting to return the equipment and recommended that I transfer it. I directed them a minimum of four times to send me the box to return the equipment and to date we have not received it. The only outcome I will accept is a full refund of the early termination fees and the equipment return box sent to me for the full equipment buyback price agreed upon in my contract. I will have to find and double check the agreed upon return price in my contract which may be $200. I am fully prepared to elevate this to small claims court and create a customer awareness Facebook page because customers should not be treated this way.[redacted]

When signing up for Hughes Net, the Agent assured me that I was getting the "best" service. The Agent told me that Hughes Net was #1 in service and in internet speed. First of all when I signed up, it took the technician nearly three months to come to my house to hook me up. He called to cancel and reschedule a time to come out and install the satellite. Once of the times he called to reschedule was because he had to go to the bank and cash a personal check before he could come up here. How professional is that???!!! Then once my service was connected, I was told that I had to resubscribe to my old service so that I could get my home number to be transferred to Hughes Net. This I was told after the fact and I didn't want to pay a reconnect fee so now I'm stuck with a number that I don't want as well as now I have to dial a 1 and area code before I dial out, INCONVENIENT! My service is SLOW and interrupts my cell phone service as well as my cable service and internet, using up my cell phone data when I'm suppose to have WiFi in my own home. I called and spoke to an agent regarding my complaints only to be told I have a two year contract and if I terminate my contract early I will be charged $400! They offered no help or guidance in any way. DO NOT USE HUGHES NET Service. You will be HIGHLY dissatisfied! They are a very poor phone and internet provider, bottom line!!

April 30, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID 10002012 Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s VoIP service was ordered on January 24, 2014. On April 3, 2014, **. [redacted]’s VoIP service was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $110.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] 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 agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $282.59 to his account bringing it to a $0.00. As a result, **. [redacted]’s internet service should be operational in the next 24 hours. We informed **. [redacted] of our decision on April 30, 2014.  We sincerely regret any inconvenience that **. [redacted] 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,  [redacted]Executive Customer Support###-###-####[email protected]

June 20, 2014     
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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns about her account. **. [redacted] is seeking a refund for the unreturned equipment fee of $219.50.
 
After further review, we have issued a refund for the unreturned equipment fee. The refund was issued on 05/30/2014 to the debit card on file.
 
The system automatically generates a charge if the equipment is not returned within 45 days of the cancellation date. We are regretful that the technician took the equipment. **. [redacted] should have been advised to ship back the equipment with the required return information.
 
**. [redacted] may contact me with any additional questions 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 faith.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
[redacted]
Executive Customer Support
###-###-####
[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

August 22, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
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 his service. 
 
Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This 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 period. Subscribers who exceed this limit will experience a temporary reduction of speed.”
When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well.
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.
 
After further review, [redacted]’s account is cancelled and in light of the issues [redacted] experienced with our service; we have provided a credit to the account of half the early termination fee leaving the balance to $132.65.
 
The equipment needs to be returned within 45 days of the cancellation date to avoid an unreturned equipment fee. A box and a prepaid label will be shipped to the address on file for the successful return.
 
[redacted] would need to contact me directly for any additional questions.
 
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

June 6, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
 
File# [redacted]
 
Dear [redacted]:
 
HNS has made contact with the customer 6/5/2014 to confirm their issues and to offer our assistance in getting this resolved. The customer issues are:
 
·         Customer needs to have the cable buried from the pole to the building. It was left lying on top of the grass.
·         Also needs the pole mount fixed.
·         Is also reporting a mess of old cables were never removed after cable was replaced.
·         Customer’s final issue is that she loses connection and has to refresh her web page constantly. The connection issue may be due to dish mount being loose. This issue will be revisited upon completion of the pole mount fix.
Resolution:  HNS will be creating an order for service to have the pole mount fixed, the cable buried, and old cable removed at no charge to the customer. HNS will be providing the customer a complimentary service credit.
 
Sincerely,
 
Sr. Director
Customer Service
###-###-#### (Office)
###-###-#### (Cell)

The delivery and installation man was horrible, rude, mean, crude, just down right awful. I was afraid of him being in my home, he embarrassed me in front of a guest. Customer service was terrible. I would never have him back and he should not work with the public.

August 7, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear...

[redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her service.  Regarding [redacted]’s concerns of not being able to access specific sites, we have our highest level of technical support investigating the issue. [redacted]’s account has been forwarded to our corporate engineers for analysis and our advanced support agents will follow up with [redacted] with any updates. As a courtesy we have applied a one month service credit in the amount of $100.00.   We sincerely regret any inconvenience that [redacted] 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[redacted]Executive Customer Support###-###-####[email protected]

March 6, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear Mr. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that Ms. [redacted]’ service was activated on December 12, 2014. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes.  Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When 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 factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. Installers are not responsible for informing customers of the 24 month commitment but do need to get a signature from customers agreeing to the terms and conditions which can be found at legal.hughes.com. There is an electronic signature on file agreeing to those terms and conditions. Regarding Ms. [redacted]’ request to cancel without penalty, please be advised that when Ms. [redacted] 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. We will request a sales call review to determine if the terms and conditions were read as required. If it is concluded that Ms. [redacted] wasn’t informed we will agree to cancel the service without penalty. We sincerely regret any inconvenience that Ms. [redacted] 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[redacted]Executive Customer Support###-###-####[redacted]

To whom it may concern at the office of the Revdex.com,
The response sent from [redacted] is false. HughesNet has NEVER attempted to call me. I have ALWAYS been the one to contact them. He acted like it was no big deal the hassle I was put through. I have never dealt with such an dis-organized and uncaring company. This issue should be reported- I have saved all of the ticket numbers for all of my phone calls. I have spent many hours on the phone with that company and many hours on hold. There is a significant lack of communication from phone call to phone call and numerous times I asked to escalate my concerns to corporate and each phone call I was told that "they don't even know the number to corporate" and they were unable to provide me with a number of their superiors. Each phone call I made about the billing errors, I was told to just ignore the bill as it was in error until they sent me to small claims court. At this time, it was 6 months after closing the account. It needs to be public knowledge that this company is out to steal money from customers and falsely bill. I was told that I only returned "part of the equipment" on one phone call, until I told the person on the line that I had pictures of the boxing of equipment and at that point he changed his claim of missing equipment. If there are further concerns or questions please don't hesitate to call, I am not looking for anything in return - just for public knowledge of this crooked company.
 
Sincerely,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

April 21, 2014

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[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re: [redacted]
           
File# 9990523
 
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 his HughesNet service and is seeking increased browsing speeds and a credit to his account.
 
“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 computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”
 
After further review, we have issued several credits to **. [redacted]’s account. There is a current credit on the account of $261.79. In addition, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present.  In order to identify the parameters **. [redacted]’s account is performing; he would need to take updated speed test and web responsive test to fully evaluate the parameters at which his service is operating.
 
**. [redacted] would need to contact me directly for any additional assistance.
 
We left a message for **. [redacted] on 4/21/2014.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
 
[redacted]
Executive Customer Care
###-###-####
[email protected]

This business is terrible. They charge you for nonsense things. They have awful customer service that barely speaks English. Every time you try to manage or change something on your account you have to jump through hoops and then once you think you have accomplished what is required they let you know some other policy of their company. They fail to mention policies unless it defends them in some way. But they sure will take your money no questions asked! Do not go with this company.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
While I appreciate the response from Hughes, the response did not address the two major complaints that I had.  If the respondent had read past the first few sentences of my complaint, he would have discovered this.  My two complaints were:
1)  Customer Service asking for my personal and private passwords to email - This WAS addressed by [redacted], a representative from Hughes, when he called to discuss my complaint to the Revdex.com.  He said that the customer service representative should have NEVER asked for my personal information and passwords, and that this was extremely concerning to him.   He said that he would follow up on his end.
2)  Scheduling repair visits and not following through - As stated in my original email, I had numerous promises that a tech would visit my home between (x) and (x) times, and these did not happen.  I took 2 days off work to have my internet repaired, and ended up repairing it myself.  Internet is extremely important seeing that I work from home.  The customer service representatives have a knack of telling customers what they want to hear, just to get them off the phone.  I also addressed this with [redacted].  We agreed to disagree.  He said that all 3 of the representatives I spoke with just made "mistakes" and that it would be addressed.  And that each time I requested to speak with a supervisor, the requests must have gotten "lost.  Again, we agreed to disagree.
After the call with [redacted] (corporate office ###-###-####), I assumed that the issue was resolved, and that the complaint with the Revdex.com would be closed.   However, I'm now getting an email stating that the issue was that I just didn't understand the "Fair Access Policy".  The Fair Access Policy has very little to do with my complaint, and nothing to do with the 2 issues (above) that resulted in me contacting the Revdex.com.  
Regards,
[redacted]

February 10, 2014
 
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Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
 
Re:       [redacted]. [redacted]
 
File # [redacted]
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Our subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.
 
In light of the difficulties **. [redacted] experienced with our service, Hughes waived the early termination fee. In addition, we issued a refund of $155.24 in the form of a check to the address on file. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We notified **. [redacted] of our decision on 2/07/2014.
 
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
 
Very truly yours,
 
 
 
[redacted]
Executive Customer Support
###-###-####

[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 [redacted], and find that this resolution is satisfactory to me with a confirmation mailed to me from hugesnet stating that the balance has been adjusted to $0. 
Regards,
[redacted]