Hughes Network Systems

Hughes Net provided the worst service I have experienced yet! We were a customer for 8 years and our internet equipment was out of date according to Hughes Net so asked to upgrade it since they said this was the only fix available. They stated several times and from three different representatives that the installation of the upgrade equipment would be free. We were to buy the new modem outright which was agreed upon. The day the technician came out, he was several hours late. When he arrived his vehicle leaked oil on our driveway and he wasn't at all professional in appearance or attitude. He looked at where our dish was set up for the satellite internet and stated it was in the wrong place and why would anyone put it there? It was his company who installed it in the first place. He stated he didn't "feel" like moving the dish. He also stated he didn't really remember how to do an install because its been a long time since he's done one. He continued to tell us that if we wanted him to install the internet at our home we would need to pay him $125 cash. We told him Hughes net said installation was free. He said, " Well Hughes Net isn't paying me enough to do this so you need to give me cash or you can call Hughes Net and cancel your service completely then call back and order as a new customer. Then they will pay me." We refused and he got in his vehicle and made a phone call on his personal cell phone. He came back to the door with his cell phone and said his boss wanted to talk to us. His boss stated that this isn't a standard installation since they would have to move the satellite dish and they would do it for us for only $50 cash instead of the $125. We refused and asked him to leave as the situation seemed to be a scam. I called Hughes Net immediately and told them what happened. They agreed again that installation is free and the technician should not be asking for any money. They stated that Hughes Net bills us directly and you should never give any money to the technicians. After talking to a supervisor, Kylie, she worked a deal out with the technician and they were supposed to contact us by the end of that day to make a new installation appointment. She also had the account holder call and add my name to the account so I could continue to deal with them as the account holder is very busy. He gave them permission to allow me to make any and all decisions involving the account. I spoke to another person at 4 pm that day since no one contacted me to make the appointment. They gave me a phone number to call to try to make that appointment. Upon calling that they told me someone would contact me within 24 hours to make the appointment. That was on June 2, 2016 at 5 pm that I hung the phone up with them. It is June 13, 2016 and still no one has contacted me to make that appointment. On Friday, June 10, 2016, we received an email stating that Hughes Net cancelled our upgrade. They never even contacted us to ask if we wanted the upgrade canceled but they did it on their own. We have now been charged, and continue to be charged for internet service that doesn't work for two weeks. When I called today to cancel, they stated only the account holder can cancel it. I stated that they have it on file that he put me on the account. They refused to cancel any service until he calls himself. I requested that they put a hold on the account so we don't continue to be charged for a service we are not receiving until he can call himself. They stated they cannot do that. So because the account holder who is a business owner himself and is out on business cannot call them right now we will continue to be charged for internet we haven't gotten in two weeks. I am beyond disgusted at the service Hughes Net has provided. A business should not be allowed to operate in this manner.

September 2, 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 and is seeking the early termination fee refunded. 
 
“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 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.
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 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.
 
After further review, Hughes attempted to work with [redacted] to try and meet her expectations with our service. However, in light of her difficulties we have agreed to issue a refund for half of the early termination fee in the form of a check totaling $170.00. The check will be sent to the address on file in (4) to (6) weeks.   
 
The equipment needs to be shipped back within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return.
 
[redacted] may contact me at the number below with any additional questions.
 
We sincerely regret any inconvenience that Mr. Teasley 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
###-###-####
executivecustomercare

Do NOT use this company. Not worth the hassle!!! They over charged me for the equipment that I can't get off my roof. They will charge me 100 to come get it. What?! Or I can pay 200 for the equipment.
The internet speed stink. Do not use them EVER!!!

July 15, 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 service.
 
After further review, unfortunately due to [redacted] being subscribed to our lease plan there is a $9.99 equipment fee attached to each service fee. We will be unable to remove the lease fee of $9.99. [redacted]’s service fee is currently $49.99 plus her lease fee of $9.99, $5.00 invoice fee and applicable taxes.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of [redacted]’s issues Hughes has applied a discount of $15.00 off for (12) months to her account.   
 
[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]

If you want to use saterlite internet and can't find a company to provide you service, I'm so so so sad to inform you that you should walk, no, no run from Hughesnet. Their customer service may be polite however they are very ineffective. This is the situation, I requested service at my new home, which is far from the center of town. It is difficult to find a good internet provider so I opted for Hughesnet just so I would be able to watch Netflix. The instillation department assured me that with their service I would be able to watch Netflix. just to be safe I ordered the highest level of service they offered. at the date of instillation the installer informed me that Netflix would not work well with this internet provider. I asked him to cancel our instillation and to inform the company that I would not be using their services. I followed up a few days later and found the installer had not done as I asked. No problem, no big deal. This is where the nightmare begins they charged me for three different services on my Card and they refunded me for one of the three charges. The other services they charged me for I had to call each company separately to receive my refund. After a few days I was able to find the phone number for one of the companies however the third and final company does not exist. for over a week now I have been on the phone with Hughesnet trying to get to the bottom of this situation to no avail. kindly though their customer service rep come off they are sincerely not willing to help. so for now I say beware of doing business with Hughesnet or you might feel the burn as I have. again I say BEWARE!!! P.S. as of this writing my credit card company is investigating.

September 2, 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 his HughesNet service.
 
Please be advised when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject to a hardware 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.
 
After further review, Hughes has issued a credit to the account for the early termination fee; bringing the amount due to $0.00
 
[redacted] would need to 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]
Sr. Executive Customer Support
###-###-####
[email protected]

August 14, 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 Ms. [redacted] has some concerns regarding his HughesNet service.Our Executive Customer Support 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.”If you cancel after activation but before the end of your 24-month term commitment, you will be charged both a Service Termination Fee and a Lease Termination Fee. The amount of the Service Termination Fee will be up to $400. The exact amount of the Service Termination Fee will be as set forth $400 for the first three (3) months after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service.In addition to the Service Termination Fees described in the preceding paragraph, if you cancel your subscription prior to the expiration of the 24-month commitment period, you will also be charged a Lease Termination Fee in accordance with the table set forth below:Lease Termination Fee ScheduleSize of Installed AntennaNumber of Months After ActivationAmount of Lease Termination Fee0.98m0-6$8000.98m7-12$6000.98m13-18$4000.98m19-24$200Further, you must return your HughesNet modem, power supply, and radio within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment.We show Ms. [redacted]’s account has been cancelled. The remaining fee is the lease termination fee. We have also sent off for the sales call remove to determine if Ms. [redacted] was advise there would be no fees assessed if she canceled before 30 days.  The equipment does need to be returned within 45 days of the cancellation date to avoid the unreturned equipment fee.Ms. [redacted] would need to contact me in (7) to (10) days for the results of the sales call.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. 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]

August 26, 2016 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter it is our...

understanding that Ms. [redacted] has some concerns regarding her service and the return of the equipment.  Our Executive Customer Care representative reviewed all pertinent database records. Please be advised, per the installation guidelines; Mr. [redacted] subscriber under: The installer will drill holes through the exterior and interior walls, into the room where the modem is located. “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 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.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]s frustration and concern. After further review, we have added (5) tokens to the account to use once the policy has been exceeded.Mr. [redacted] may contact our customer support team at [redacted] to troubleshoot any underlying issues with the service.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]

[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 called within the 30 day limit and was dissatisfied with the service and it was never brought to my attention that I could opt out of the contract. that being said I do not believe I should have to pay any fee for early termination of the service, being that your company has failed me as a customer in so many ways.
Regards,
[redacted]

September 29, 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...

care division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records.  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.“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.”“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.”Please be advised 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 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 is not responsible for any 3rd party applications such as cell phones, laptops, or routers. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]‘s frustration and concern. We will be unable to provide any refund base on usage on the account..In light of Ms. [redacted]’s difficulties with our service; Hughes will waive half of the early termination fee. Ms. [redacted] may contact our customer support team at [redacted] to facilitate her request and refer to case number [redacted] 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.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. 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]

[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:
They did issue a refund of $77.00 but that is because they had over charged me. They had canceled my account without my authorization prior to this while my account was still valid and paid in full. They did this because I was out of the country and they tried to call my phone; obviously I can not accept calls while I am out of the country. They disconnected my service and charged me $350 without my authorization which caused me unreasonable problems. The fact is, they did not refund the entire $350 cancellation fee. Also, as they stated in their response I was supposed to sign a contract. I never received or signed a contract. Also, they say that the contract does not start until you are 90 days into the service in relation to the terms of early termination fees. This means that the contract, that I did not sign, should not have been valid until 90 days into the service and I expressed my concerned prior to both the 30 days and 90 days. This company is lying. 
Regards,
[redacted]

Hello,
We are small boutique construction company in Miami. We choose Hughes Net as our internet provider for one of our construction trailers. We have experienced nothing but problems with this company. It all started with the internet being extremely slow, I called for service to which their response was to replace the modem. Once the modem was replaced, we still experienced slow internet speed. When I called back I was redirected multiple times until someone gave me no other option then paying for a technician to inspect our site. Furthermore, I requested to cancel our service agreement. I was transferred over to the cancellation department, on hold for over an hour until someone answered my call and hung up. Frustrated, I decided to try again the following day. I was on the phone with them from 11am to 6pm just trying to cancel my service. They transferred me over 20 times and I was told conflicting information as to successfully completing my cancelation. First, I had to fax in a cancelation request. Next, I was told I didn't need to fax anything. Lastly, a manager said a written request was needed and it would take up to 72 hours to process. At this point (after loosing an entire day) I was furious, to add fumes to the fire I was being charged a $1300 cancelation fee?!
This company's customer service department is the most unhelpful, dishonest, non-careing "customer service" department I have EVER dealt with.
Do yourself a favor a NEVER hire this company as it is a complete nightmare to do business with them.

July 9, 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 attempted to contact **. [redacted] 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 service was activated on December 30, 2013. On June 12, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $311.00. At the time **. [redacted] requested to cancel service there was an attempt to troubleshoot the service and an offer of a $30 service credit for eight months which were all declined. All customers have 30 days to cancel service without penalty. 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.” 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 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 $155.85 to her account representing half of the early termination 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.  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]

As customers of Hughes Net for three years, we had nothing but bad experiences. The internet would not work 50% of the time and the rest of the time it was extremely slow. When we would try to call customer service they would tell us in their most polite sarcastic voices that it was our fault. It was NEVER their fault of course. We live in the country and had no other options for internet until now when we switched immediately. They sent us a return box for the equipment, which wouldn't be a problem except they expect us to climb on the roof and disconnect a radio and send it back. This puts us in danger and they could care less. They are too lazy to come get their own equipment off the roof and expect their customers to put themselves in danger instead of having a professional come out. If we wanted a professional, we would have to pay $100 out of our own pocket or be charged $300 if we choose not to endanger ourselves. So in conclusion, my family and I would never ever recommend Hughes Net. They are rude, and could care less about their customers and have the slowest internet I have ever experienced.

[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]
This will not remedy the terrible experience ive had with this company. Ive given plenty of information about the negative experience I have had with them the past two years. look on my previous complaints. I will not be bought off with 3 20 dollar credits. it has been almost 2 years ive dealt with this, month after month. people need to know the truth before they sign on with this outfit and I am trying my best to get my honest experience out there for consumers to judge themselves before they make a bad decision in going with this company. ive had 24 months of nightmares and headaches and they offer 60 dollars worth of credits thinking that satisfies this terrible situation. it does not. therefore, I will hold my ground and continue to feel unsatisfied and let others know my feelings. that is, the ones who have never dealt with hughes themselves.

I had a very bad experience with Hughes.net.I was looking for an internet provider and I really needed just a regular speed nothing special.Their internet does not provide the speed they promise,it is disconnecting all the time.If it is raining or a little wind is not working.After one month of problems ,calls,etc I had to terminate the service.They charged me $400 termination fee .I was not aware about the termination fee as they did not tell me about it.MIght be that they told me and I did not hear it.I can not believe how some companies are making all their money providing a bad service and charging a lot of money for termination.I hope other people can read about my experience and avoid this company

I called our current dish provider for our TV to find out more about internet service. I was hoping to get a faster and more reliable internet service because we live in a rural area and have only been able to have our local phone company service our area with very poor internet service. I was transferred to Hughesnet about getting service through them and the "sales person" boasted about how much faster and better this service will be for our family. I explained the purpose for this was mainly due to my two teenage children having to do a lot of homework online we were running into issues where they couldn't complete assignments due to the poor connection and speed we were currently getting through our present carrier. The salesman set us up, and explained someone would be calling to set a date for installation. Someone called on the day of installation we were never "scheduled, or given a date" and he was leaving messages on my home phone while I was at work. He then was able to speak to my daughter and told her he would have to reschedule, so she called me and he came over to install our equipment which included a dish on our roof. We were never told about having another dish installed on our roof, and now that we have canceled the service not only won't they remove the dish, they will charge us $100.00 to have someone come take the transmitter from it to return it when we receive our cancellation packet to return the equipment. After having the service for the 30 day trial I called to cancel as it wasn't any faster or more reliable than our current provider and they gave us an additional 30 day trial but still charged us. They also tried to seem concerned by sending us to a technician to trouble shoot. The best he could offer was to move the router (which we were never told we would need to purchase until the installation man came to our house and asked us if we had one or we could buy his) I went out and purchased the router he suggested and got a much larger one because of the kids needing reliable service. We live in a small ranch home and "moving the router" did not make any difference at all. This is the worst internet scam I have ever heard of. This provider knows what type of service is available where our home is located and rather than be up front and provide the kind of customer service they would want for themselves they do what they can to get the sale and inconvenience the customer at any cost. I will use face book, twitter and word of mouth to warn anyone I can about this internet service provider. If I had done my due diligence in the first place and researched them before accepting their proposal; I wouldn't be in this situation, because after getting involved and finding out the hard way we were getting a dish on our roof and had to purchase a router, I realized I better look into this company. I haven't found any positive feedback about Hughesnet. Shame on me for making that mistake, unfortunately I learned the hard way and fortunately I won't make that mistake again.

July 21, 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 regarding her service. 
 
Our executive customer care representative reviewed all pertinent database records prior to attempting contact with **. [redacted].  Relative to **. [redacted]’s concerns, “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.”
 
After further review, **. [redacted]’s account has been cancelled. In light of her issues we have waived half of the early termination fee, bringing the amount due to $147.50.  While **. [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts.
 
**. [redacted] may contact me directly with any additional questions regarding her complaint.
 
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]

We have been customers of HughesNet for 1 year now (at least THIS time).
We used their services before, back in 2005/2006. At THAT time their service was GREAT & we recommended them to everyone. When we canceled our services; because we moved out of their service area; we left on Good Terms.
When we moved back into an area that HughesNet served; we were Glad to reconnect with them. THIS time their service was NOT like want we remembered.
We had trouble with the both the phone & internet. For at least 2-3 months the internet was hit & miss. I called in & it was fixed for the time I was using the internet. As soon as I stopped using the internet The same problem re-occured. They FINALLY sent a technician to our house & he found that our modem was bad.
The tech guy replaced our modem & then All was good.
Then they started taking payment whenever they chose to without any notice to us to let us know so we would be sure to have the funds available. MANY times this practice of theirs put us in an embarrassing situation.
I have called numerous times to try & work with them. At one point I thought we found the right solution, but it was not. I wanted to SEE our bill so I would know how much was being automatically withdrawn; BUT HughesNet TOOK the payment the SAME day the bill became viewable; which didn't solve anything.
So I canceled the card the payment was being taken from & am now paying through my online banking.
They have even changed the BILL DUE DATE! When we started our current service with HughesNet, our due date was the 14th of every month. Which landed in between my husband's & my paydays, somehow the date was changed to the 9th of every month, which works out a little better than the previous due date.
Today, February 1, 2016, I received an Email stating my bill was DUE in 3 days.
This is getting WAY out or hand. I would LOVE to drop HughesNet for another carrier; BUT I still have 1 year left on my contract with them for my internet service.
The phone service had NO contract, so we dropped that after one & a half to two months with NO troubles.

June 30, 2015 [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]’ service was activated on January 6, 2015. [redacted] contacted our support team via chat in May of 2015 to say that when the weather is rainy or cloudy he loses signal. 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.” It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques.  On May 24, 2015 remote diagnostics revealed that there was a line of site issue which is a result of the dish moving. There is no way to determine at what point the dish moved to cause the line of site issue but after installation it has to pass several tests to be successfully commissioned.  As a courtesy we have issued a two month credit in the amount of $100.00. [redacted]’ monthly service plan is $59.99; however he receives a $10.00 service credit per month.  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]