Hughes Network Systems

The internet was terrible, very slow, and went out a lot. The 56$ deal turned into over 80$. Stay away it's not worth it. They call back, Ya always during everyone's working hours. When you call them they answer but you cant get the person you want. I had clear internet for years and years never any problem. I wish they were still in business, but they were taken over by some other company.
Very Dissatisfied from Waterbury CT.

We contracted with this provider because our local cable company, S[redacted], did not respond to our request for service (for 7 months). We asked HughesNet for internet service that would also allow us to stream shows on our TV. We never got reception for more than a few minutes at a time. We couldn't get online, and we couldn't stream without constant buffering, searching for a signal, and failing repeatedly. In addition, we were only allowed a few shows per month. When we tried to cancel the service, they did everything they could to make it difficult or impossible. We were kept on the phone for 20 minutes with endless questions and no response to our request to cancel. At last, with inhuman perseverance, they charged us $385 to cancel, plus we are responsible for removing the equipment they installed on our roof, as well as the box and wires they installed in our house and have to box them and mail back to the company in Maryland (we are in Arizona). When told we are 2 women in our 70's and cannot go up on the roof, they stated they would send someone for an additional fee of $100 to remove the piece of equipment. So, we got zero service, which we paid for every month, plus we have to pay $485 to get rid of them and have to mail everything back. We had to go online to complete cancellation and pay the fee, which was difficult to navigate on their website, and we're not even sure if it went through. This is the worst company I have ever experienced.

January 20, 2015 [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 HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on August 21, 2014. On November 25, 2014, [redacted] requested to cancel the service and because there were a couple of instances where the call was completed with the agent, the order wasn’t immediately processed. The service was eventually canceled and as a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $281.52.   Regarding [redacted]’s request to receive written documentation of the subscriber agreement, please be advised that information can be found online at legal.hughes.com. At this point we can confirm the service is canceled and we have received the leased equipment associated with [redacted]’s account. 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]

ebruary 26, 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 regarding her HughesNet service. 
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment 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 difficulties **. [redacted] experienced with our service, Hughes will cancel the account without penalty.
 
We would need for **. [redacted] to contact us with her preferred cancellation date at the number below. **. [redacted] would need to ship back the equipment within 45 days to avoid being charged an unreturned equipment fee.
 
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]

Hughesnet is nothing but a scam & ripoff. They take advantage of people that have no other choice but Satellite Internet. The data cap is ridiculous!!!

July 18, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted] 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 her HughesNet service.   Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted].  Our records indicate the account is registered to [redacted] was activated on April 1, 2013. Regarding **. [redacted]’ concerns with the her card being charged after she requested to change her bill due date, there may have been a misunderstanding as to what billing method **. [redacted] was to be on because she agreed to update the account with the new card. At this point the account is set up on invoice and as a courtesy we have credited the account in the amount of $77.69. We informed **. [redacted] of our decision on July 18, 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]

In that I live approx. 500 feet from the nearest residence in Allen, Texas, I had little choice but then but to choose Hughes.Net once Sprint terminated Clear. I read the negative reviews on several internet sites. I had hoped that I would not be submitting one later. In essence, the first month worked okay. I was able to watch a movie, albeit choppy. I was able to access the internet for emails and able to upload and download documents for work.
Thereafter, and for all months following their 30 day grace period, I was throttled nearly at the outset of each cycle - which makes little sense given that I only used their service for email and Facebook. It was so bad that I demanded they review my usage. In one 4 day stint alone, they claimed I used all 20gb of data... days I wasn't even in my home! No downloads, no apps, no Smart TVs eating data.
Hughes gave every excuse in the book, *(tower in Montana is having difficulty due to the rain, data used by Smart TVs *(despite not being linked), iPhone must be running *(despite wifi being of on all), other instruments uploading apps or updates, video streaming... every excuse, except an acknowledgement that I wasn't getting what I was purportedly paying for.
Thankfully, ATT installed a fiber optic line today, which is why I'm able to write this review. As of last night, I couldn't access my email at all. I couldn't access the internet either, except by by little trustworthy iPhone.
Uploading and downloading has been a harrowing experience. In the last 4 months, I used my cell phone as a portable hotspot most the time when I needed reliability. If I needed to use my computer, had to move it directly below the satellite *(outside, sitting at a table) at times to just get service, which was virtually always delayed and slow... crossing my fingers, holding my breathe... praying that my email would upload a PDF document. That, despite having an unsightly dish the size of a small car placed on top of my house.
Alas, termination day. Last time I called, I understood that Hughes understood the problems I was experiencing and would not assess a termination fee. Last night however, I am met with someone new who stated there was a 385.00 early termination fee, since I was outside the 30 day window trial period. No exceptions. Already disgusted by the ordeal last night with no access, I had little recourse but to accept any terms he was willing to approve.
After 30 minutes on the phone about how I paid for the 2nd most expensive plan from the outset ($110/month), and did not receive what was represented (he claims I only had 5 logged calls; of note, the number ending 3292 will not yield an answer most the time), he finally reduced to a 185.00 cancellation fee; a cancellation fee for service that never worked properly following the grace period. Of note, it's not just the cancellation fee that triggered this review but the additional headache suffered, and expense I was out with ATT for using their data plan since Hughes' service failed in all dimensions.
I am left to wonder if Hughes deliberately ensures that data speed works as it should in the first 30 days only for them to throttle you in the non-grace period - knowing they will have terminations like these generating significant revenue. An investigation needs to be undertaken to ascertain the variance during the grace period versus non-grace period.
Additionally, that others will increase their data and reliance on what I deemed deplorable service. 2nd highest data plan yet I was throttled nearly at the outset of each cycle. That, or the service just didn't work as it should. They determine what your data usage is; not the other way around. We did everything we were told from shutting all computers, Smart TVS, Phone Wifi, etc. off. It simply made no difference.
I cannot recommend this service under any pretense for Allen, Texas. Frankly, with the other reviews - virtually all negative on the internet - I am left to wonder how the service has an A+ rating.

[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: The issue has not been resolved. **. [redacted] admits that I did call in multiple complaints as he was reading my file that has been recorded with Hughes net. He also admitted that no one has ever called me from Hughes net until they received this complaint from the Revdex.com. I was promised a senior technician to call me an attempt to resolve the issue in December, January, February, and March. However, this never occurred. **. [redacted] did connect me with a senior technician by the name of [redacted] who was to call me on Tuesday April 22nd at 6 PM Eastern time. [redacted] did call and unfortunately at exactly that time I was involved in an emergency (I am a cardiologist and was on call that night, and had a patient who was having a heart attack and I needed to perform an emergency catheterization and angioplasty exactly at that time), one of the nurses in the Cath Lab did answer my phone for me and asked if [redacted] could call me back Wednesday evening at 7 PM Eastern time, [redacted] agreed to do just that. That evening I went home, so that I could talk to [redacted] when he called and hopefully try to resolve this issue, unfortunately I found that there was no Internet service at all. I waited for [redacted] to call, however, he did not call, most likely because he knew there was no Internet service at all that night, and he would be unable to assist me to resolve the issue. I tried to explain to **. [redacted] that part of my income is made using the Internet and my email address. If need be I would be happy to furnish my income tax returns demonstrating that each year between $25,000 and $30,000 of my income is from consulting via the Internet, which requires the ability for me to access my email. For example, on that same evening Wednesday, 23 April, because I had no Internet service, and no ability to access my email I had to go to a nearby [redacted] and use their free Wi-Fi. There I sat down and exactly at 8 PM called into a conference call, and at the same time, the company whom I was calling sent me a web site link to my email address where I could then click on the link and together we would be able to discuss guiding catheters, balloons, and various stents used in coronary interventions, via this web link. For this one hour conference call using the Internet I was paid $275. For the past 8 years I have done 3 or 4 of these conference calls, per month.. As you can imagine I do not want to lose this capability. However, **. [redacted] seems to think that I am asking too much to be able to access my personal email. In fact, this was the primary reason for me to obtain Internet access through [redacted], who then informed me that I would be dealing with Hughes net. I do not think that I should continue having to pay for service that is not provided, and I do not think I should have to get in my car and drive to a [redacted] to access the Internet and at the same time be paying Hughes net for the service that they are not providing.
 
Regards,[redacted]

July 1, 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 her HughesNet service. 
 
Our Executive Customer Care representative reviewed all pertinent database records. 
 
“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.”
 
Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [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.  Consequently, we believe that we have a contractual right to assess these fees.  However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy.
 
In light of the difficulties **. [redacted] encountered with our service, we will cancel the account without penalty, bringing the closing balance to $0.00. A box will be shipped to the address on file after cancellation. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee.
 
**. [redacted] wound need to contact me at the number below of her preferred cancellation date. 
 
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]

[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: I am not happy with their response a credit was issued for 119.86 however Hughes Net did not mention that the credit was issued due to their company charging me  days after I canceled service with them.. They charged my account with out my authorization and caused 2 over Draft fees in the amount of $60 dollars. . Which they were suppose to refund back to me and I'm still waiting on that. The first charge was 5/4 for 59.93 the second was on 5/5 for 59.93... so yes they did owe me 119.86 for those 2  unauthorized charges. .. The credit that was issued to me today does not cover the overdraft fees they owe me still nor does it cover the month of service I was charged . Therefore I do not agree this matter has been settled as of today. .
Regards,
[redacted]

March 17,...

2014  
 
[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 regarding her HughesNet service. 
 
After further review, we will issue a check of $105.00 to the address on file. We would need verification that the address is correct before we can submit the check.
 
There is currently a balance on the account of $300.00 which represents the unreturned equipment fee. The equipment needs to be returned before the account will reflect a $0.00 balance.
 
We left a message for **. [redacted] on 3/17/2014 and we are currently awaiting a return call.
 
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]

These folks sell a wireless internet service that is pretty much nonexistent. They promised me the moon as most sells people do but could not deliver the services to match their sells pitch. I kept their service for 30 days and cancelled at a cost of $ 400.00 for early termination fees. I felt that I was paying for a service that I wasn't receiving because I can't even check my email at home unless I turn off my wifi and just use my V[redacted] phone and burn up my data.

In response to your letter to the executive customer care 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.
‘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.”Mr. [redacted] would need to take adequate speed test and web responsive test without a router in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.
We would need for Mr. [redacted] to contact me back directly after the speed test have been completed.
If Mr. [redacted] needs additional help on how to process the test he may contact our customer support team at ###-###-####.
If Mr. [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees.   
There is currently a discount of $20.00 off for (6) months on the account with (3) months remaining towards the discount.  
Mr. [redacted] may contact me directly with any additional questions.
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,Ecole [redacted]Sr. Executive Customer Support

April 21, 2015Mr. [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 HughesNet service.Please be advised when Mr. [redacted] 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.“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.”“To ensure fair Internet access, 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. Subscribers who exceed this limit will experience a temporary reduction of speed.”“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted]® and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]™. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and "turn-based" games will work but games requiring a rapid response such as "first-person shooters" will be unplayable.”We suggest Mr. [redacted] upgrade his service to a higher tier. Hughes will cover the cost for (6) months to see if the new service will meet his internet service expectations. Hughes has added $20.00 off the account for (6) months.  In light of Mr. [redacted]’s difficulties with our service; Hughes can waive half of the early termination fee. The equipment needs to be returned within (45) days after the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label will be shipped to the address on file for the successful return.  Mr. [redacted] would need to contact me at the number below with any additional questions.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, Ecole F[redacted]Sr. Executive Customer Support###-###-####[redacted]

July 3, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[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 service was activated on January 21, 2014. On May 22, 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 $325.70.   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 $325.70 to his account representing the early termination fee and that amount has been refunded to the card on file.   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]

July 18, 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 and is seeking the early termination fee waived.
 
Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period.
 
”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, unfortunately we will be unable to waive the remaining early termination fee of $54.40. Before cancellation, Hughes determined **. [redacted]s’ service was within the parameters of her service plan.
 
Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment.
 
**. [redacted] may contact me with 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.
 
 
Sincerely,
 
 
 
[redacted]
Executive Support
###-###-####
[email protected]

February 24, 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 previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. 
 
Regarding **. [redacted]’s latest concern of being issued an additional refund in the amount of $42.88, we have not made any agreements to refund her account in the amount of $85.76. We credited her account in the amount of $385.00 representing the early termination fee. In addition, we credited the account in the amount of $61.48 for one month of service. Those two credits resulted in a credit balance of $42.88 which was refunded to the card on file on January 27, 2014. We have responded to two previous letters from **. [redacted] with the complaint ID [redacted].
 
At this point, we will not be issuing any further credits or refunds and the account is completely cancelled with the leased equipment received.
 
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]

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.  However, the only reason I am accepting is so HughesNET leaves me alone.  I returned the radio as asked and they have just now applied the credit as of 9-11-14.  Poor service on their part all around.Regards, [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:
I have turned in all their equipment, plus the $85.00 modem.  They also have a month of charges, they charge a month ahead.  I will not pay them any thing.  The [redacted] jack is only a small part of their misleading the public.  Even their ad on TV does not tell how they work.  My friend called and asked them specific questions,  they still didn't tell the truth.  THEY BROKE OUR CONTRACT!!!!!
Regards,
[redacted]

[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]