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:My reason for rejecting Hughes Net offer is because I feel that they did not hold up there end of the contract, by not providing the quality of service they promised. Because of that I feel that I should not be financial responsible for the penally. I am more then willing to make my account current but nothing above that.
Regards,
[redacted]

March 17,...

2014  
 
[redacted]
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, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Please be advised when **. [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.
 
We will issue a check to the address on file for half of the early termination fee in the amount of $170.00.
 
A box and prepaid label will be sent to the address on file for the successful return of the equipment.
 
**. [redacted] may contact me at the number below 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.
 
 
 
Very truly yours,
 
 
 
 
[redacted]
Executive Customer Support
###-###-####
[email protected]

May 21, 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 Care division of Hughes it is our understanding that **. [redacted] has some additional concerns regarding his service. As previously stated, Hughes understands the **. [redacted] frustrations. As a result, Hughes will waive half of the early termination fee upon cancellation.
 
We have attached the signed installation agreement accepting the terms and conditions of our service including a (24) month commitment.
 
Please see the full terms at http://legal.hughesnet.com/Home.cfm.
 
The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with his 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]

April 23, 2014

text-align: justify;"> 
[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 his HughesNet service and is seeking a refund for the early termination fee.
 
“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.”
 
Please be advised when **. [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.
 
**. [redacted] leased the equipment therefore is not entitled to an equipment refund. If **. [redacted] did not return the equipment within 45 days; he would have been subjected to a $300.00 equipment fee charge.  
 
In light of the issues **. [redacted] encountered with our service; Hughes will has issued a refund for half of the early termination fee representing $200.00 to the credit card on file.
 
If **. [redacted] has any additional questions; he 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 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
[redacted]
[email protected]

NEVER use Hughesnet!!! We built a house and signed up for their satellite internet service.. This service worked ok for about two days then it became worse than any dial-up service I ever had. Very slow, couldn't even pull up email. We called on several occasions each time the same thing, an hour on the phone troubleshooting and they would fix something and it would work "Ok" for a couple of days then worse than it was before. We finally gave up on the laptop and started using our cell phone data to access the internet and with not using their service our bills kept going up paying over $100 per month without using their service because our phones were trying to update causing us to go over the data limit to hughesnet and now over limits on cell phone data.. After 6 months of calling trying to fix their issue I finally called to end service with them and get another provider. The rude customer service person I talked to requesting disconnect told me that I would owe over $400 for early disconnect. By this point I didn't care just wanted to be done. I specifically asked if they would bill me, he said yes. The next morning $430+ debited from my account which put me in a bind with bills because I was suppose to be billed..... It hasn't ended yet... They were suppose to send me boxes to send the router and a piece off the dish that is mounted to my roof that I by the way have to climb up and disassemble from the dish on my high pitched roof . After three weeks I still did not receive the boxes, I called back to let them know I hadn't received the boxes. I was told that they sent the boxes once and wouldn't send again and even though I didn't receive them I would have to provide the boxes and pay for shipping.. NOPE! I canceled my debit card so they couldn't once again remove money from my account without my permission as they did the last time.. Absolutely would not recommend their service or their lack of.

For other reviewers who have had very poor Internet service, I didn't even get that. What I did get was 10 hours of time wasted with their customer service, equipment mounted to my house that is of no use, continued bills for services not rendered, and now a letter from a collection agency saying I owe them over $800!
So I'll give you my story and suggestions. Needing rural Internet service I foolishly bought into HughesNet's claim that as long as I had a good view of the southern sky, they would deliver. When asked if they couldn't deliver they said they wouldn't charge. Nothing could be further from the truth.
After waiting a month to get an independently hired technician to mount the hardware and connect the modem all the diagnostics showed the equipment, modem and satellite to be working fine, yet no Internet service. After 8 hours on the phone over 2 weeks, they discovered that due to an internal billing error there was a block on my account even though I had paid in advance six weeks earlier.
They promised that they just needed to remove the block, that they would give me a free month in consideration and it would only take 24 hours. 2 weeks later, no resolution so I spent 2 more hours trying to cancel, get a full refund and have them take the equipment off my house.
Their response was that they would refund me everything except the taxes they had to pay and it was my responsibility to climb on top of the house and remove the equipment. BUT I could keep the equipment if I wanted. After my objection, they agreed to have a tech come out to take it down, gave me a confirmation number for my refund and for the cancellation.
No tech ever came, no refund was credited, but instead I continued to get charged monthly by Hughesnet. I then get a letter from a collection agency for over $800, not for the monthly charges, but $500 for early cancellation and $300 for the equipment. This is the honest to God truth.
So here is my advice:
1. Make sure to pay by credit card. When they charge, simply dispute the charge with your credit card company like I did and you won't have to pay. Hughesnet will eventually cave because they have no legal standing to charge for services they didn't provide.
2. When the collection letter comes, dispute that as well and they won't put it on your credit rating if you have a legitimate dispute.
3. Write online reviews like this and spread the word to everyone to avoid this company at all costs.
4. Laugh - because with thousands of negative online reviews this company is nothing more than a complete joke!

I honestly do not know how this company is still able to operate. From day one they have lied about everything they promised. Absolutely the worst company I have ever had to deal with. The internetnt speeds are garbage and I would be better off just using my cellphone at this point as my 4G is faster than Hughes net. I would not recommend this company to anyone as they are just a sham and looking to make money off of people.

do not subscribe to this service I was desperate for better internet this is not the answer counting the days till my 2 years is up can't afford early disconnect charges, don't waste your time with customer service

March 12, 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 haven’t attempted to contact **. [redacted] per request to resolve the outstanding matter.  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 account was activated on June 20, 2005 and requested to cancel her service on August 8, 2013.
 
Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $208.45 leaving her with a $0.00 balance. 
 
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]

[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 should not have to pay $100 for someone to remove part of the dish that was installed. Had this been told to me in advance, I could have considered it as part of my decision on whether or not I wanted to proceed with the service because other setalite companies do not charge for installation nor do they request satelite equipment back; if they do request equipment back, they do not charge for that. I want Hughesnet to send someone to my resdience, at no additional cost to me, to remove from the satelite they installed on my roof whatever equipment they need back. Secondly, when I called Hughesnet, the prerecorded message that does the scan of my system confirmed my system was down for some time and transferred me to a respresentative that was able to confirm the same thing. I did not contact them sooner because it was raining heavy that week so once the rain stopped, I thought service would be restored, but it wasnt so I contacted Hughesnet. I am being billed for 1 week of "service" that I did not recieve as verified by their very own system and representative. That is why I requested a full refund. Hughesnet needs to learn better customer service because what they are doing is not right and not fair to the customer. It is a definite learning lesson for me and others that witnessed this.
Regards,
[redacted]

It doesn't make any sense to me how an internet provider can charge for the internet by data usage like a data on a cell phone. HughesNet is a satellite internet provider so why am I being charged like I'm using my cell phone. Also there isn't an unlimited plan to choose from. I have their best plan which runs out of data in 3 days or less. Not to mention how slow the service is. I can barely check my email at times. The latest issue is I accidentally paid twice last month(Dec 22nd and Dec 26). I called and they said they couldn't refund any money. Today I tried to use the internet and their screen popped up saying my account is past due and I need to pay $298. It is Jan.17. So somehow I owe $298 for 17 days of the worst internet ever. I've been dealing and paying for this for over 2 years. It's like throwing money away. I would rather have dial up internet. I highly recommend NOT using HughesNet. Waist of money and time.

May 26, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington 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. Please be advised 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 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, Hughes has issued a refund for the early termination fee in the amount of $400.00 to the credit card on file. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Customers’ are responsible to ship back their own equipment. If [redacted] needs any additional assistance with returning the equipment there is a $99.00 DE installation fee. He may contact our billing support at ###-###-#### for further assistance. [redacted] may contact me directly 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. Very truly yours, Ecole F[redacted]Sr. Executive Customer Support###-###-####[email protected]

When I called to cancel my service due to a military move my house that I was selling was taking the satellite down. I asked the representative if I needed to return the satellite. He said no and to just throw it away. He didn't mention that I needed the radio transmitter on it. Three months later, my credit card was charged $217. When I called and they explained it was because I didn't return the transmitter I explained that I was told to throw it away. They looked up paper work and said that the agent specifically checked that he told me to keep it and return it. Why would I throw it away if he had told me that? I understand he probably put that not to lose his job, but now they charged me for a piece of equipment I was told to throw away! DO NOT USE HUGHES NET!

August 25, 2014

"Tahoma","sans-serif";"> 
[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. 
Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. Please be advised that when [redacted] subscribed to the HughesNet Service, she 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 within 45 days of the cancellation date.
After further review, we have issued a refund of $324.75 to the credit card on file for the return of [redacted]’ equipment on 08/08/2014.
[redacted] may contact me at the number below 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.
 
 
Very truly yours,
 
 
Ecole F[redacted]
Executive Customer Support
###-###-####
[email protected]

I signed up for HughesNet a few months ago. I was told by the sales person that the service was very fast and there was no data cap on using the internet. Because of my income I had to borrow the money to sign up. The service included phone service. After the fourth day I checked my account via the internet (very slowly) and found that I had used up 60% of a NO DATA CAP service. I was furious. I spend a few hours on a phone merry-go-round and finally was told my service would be canceled and I would receive a full refund (that was a lie). The service was canceled on the fourth day, as I was told and they sent a prepaid box to return their in-house equipment. The box took one month to arrive. I packed up the equipment and sent it back. I phoned and asked for my refund and I was told that I had paid for the month and that it was never canceled (hence the delay in sending the box). I then canceled my card to stop them from using it and they let me know that they tried (very deceitful). I tried a few times to talk to someone to resolve the problem but frustration is all I got. 4 weeks ago I tried again. This time I was connected to a "Candice" with an Indian accent. I explained the the problem and all the lies I had been told. She spoke with a supervisor and told be the only thing she could do is give me a refund of $89.93, but I had to return the radio component on the antenna. She gave me a confirmation #53025307 and advised that a check would be cut for me and send when HughesNet received the radio. They sent me a box, I packed the radio very well and sent it back (silly me!). I allowed two weeks for them to receive the box and I called to have my refund sent to me. NO such luck. They now tell me I owe them for time I didn't use and it just happens to be the same amount that they promised as a refund. HughesNet is the most vile, deceitful, lying company I have ever had dealings with. Do not believe anything they tell you. Once they have your money you might as well kiss it goodbye. Just beware of the company.

Horrible experience, my husband came home from work at 6 and called to pay our bill which was only for one month of October, the lady he spoke with barely spoke English and he had to give his card number 4 times before she got it right, then she tried to make him pay like 3xs whennonly 1 bill was due, he asked to speak with a manager or someone else and she put us on hold for probably 30 mins then got back on it was the same lady she never got anyone else for us to talk to frustrated my husband hung up and called someone else same thing this person didn't speak good English, but they somehow talked us into paying the month aheads bill by saying it wouldn't come back on unless we did which wasn't due yet for another 2 weeks, also we call in our payment each months but the First Lady enrolled us in automatic draft with out our permission, spent another hour with someone to tell them to remove us from auto draft that we didn't agree to it, it has been 4 hours since we paid our bill/bills 1 of which wasn't even due yet and our service is yet to come back one we have called multiple times and every time they say give them an hour every time an hour and it's been 4, so frustrated I have work related business to take care of tonight and can't because my service is yet to be back on, I would have another service if there was another in my area but there is not, but they really need to improve their business, customer service is horrible, never is their anyone who speak good English, they repeat themselves and never fully answer my questions, the internet service is horrible, really really slow, and for what I pay I expect more, and I expect a company that cares about their customers, if you provide a service you should commit to insuring it is satisfying customers needs....I expect more..so frustrated right now I know my blood pressure is up and this is not what a good company should do to their customers, fix yourselves it's ridiculous, I've paid more that what I owe and my service still isn't on after 4 hours it's late I should be asleep already but waiting for you to fix your problems so I can do my work and get some sleep

[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. 
I spoke with [redacted] today at HughesNet and she answered further questions which I had for her. We agreed that if things go haywire with the service at a later time, that I would call her directly.
Regards,
[redacted]

HughsNet has you sign a contract and expect you to hold up your end of the deal but they do not hold their end up. They do not provide internet service that you can stream with, you can not play games and barely receive any internet service on your computer and/or phone! Where are our rights as consumers when you try to work with a company that is so dishonest and will not tell you until after your month trial that HughsNet is not capable of streaming movies. They had us upgrade for more money which didn't work either. I tried to work with them, had service visits over three times and the last service visit which was a day after the month trial said "oh you will never be able to stream movies". We need to be protected from this awful business!!!! HELP!!!!! $400.00 to get out of the contract, holes in my house from them installing the equipment, bought an expensive modem to try to help the problem (which didn't work), Now I have to send the equipment at my cost back to them! How does this company stay in business? Why can't the consumer make the Company accountable? Now they are drawing from my bank account and I'm sure millions of other bank accounts and laughing all the way! How can we stop this? I should have looked at the reviews before I even called, because 95% are bad reviews and I think I'm being generous with that figure. STOP BAD BUSINESS! If a company does not hold up to the contract as far as I'm concerned they have broke the contract and should let you out of it at NO COST!

April 14, 2014

"Tahoma","sans-serif";"> 
[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 to the executive customer care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Please be advised, at the time **. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement pertaining to unsolicited bulk communications. 
“You may not use the Service to send unsolicited bulk communications, including through email. Similarly, you may not authorize others to use your account or sub-accounts to send unsolicited bulk communications, or cause unsolicited bulk communications to be sent by someone else.”
 
If **. [redacted] is still experience issues with his email account he would need to contact me at the number below.
 
In light of the issues, Hughes applied a credit service credit to his account in the amount of $59.99.
 
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]