Hughes Network Systems

When I took internet with Hughes net I had to be a t work when it was connected so my daughter and her fiancee (not now) was here for me. Hughes Net connected his service which was on a road before you get to my address when finished mine was hooked up I have had nothing but problems since 1/16 I only have a kindle fire to use the internet they had my acount S one number which I was paying from those statements I received then was told my account number has some other number. I pay my Account on 10/2/16 80.62 (for use if kindle only) I have called numerous times with something incorrect I a actually told to close my account but I would have to pat the early disconnect fee of 300.00 to close they have caused me nothing g but getting me upset.I cannot afford this fee. Also, on October 4 they took out an extra 37.00 + 1.00 without my permission saying that I was paying direct bill I receive a paper bill and this is what I pay from. This company has caused me at least 300.00 worth of upset, anguish and high blood pressure trying to get everything straightened out.

December 14, 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 Hughes service.  Our Executive Customer Care representative reviewed all pertinent database records. After review, Ms. [redacted]’s account was provided a discount of $25.00 for (7) months at that time customers are sent an email informing them of the discounted amount and timeframes. As a result of Ms. [redacted]’s frustration, we attempted to restore her faith by offering an additional discount as a courtesy to lower her bill. However, she declined. We show the account is cancelled. Ms. [redacted] would need to remove her guardian’s information from the account by contacting our customer support team at ###-###-####. Unfortunately, we will be unable to provide any refunds to the account. Agents will advise customers of the discounted timeframes. It is the customer’s responsibility to keep track of the dates.   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 considerationVery truly yours,E. F[redacted]Sr. Executive Customer Support[redacted]

April 17, 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 HughesNet service and is seeking a refund and reimbursement for non-sufficient fees. 
 
After further review, Hughes has issued a refund of $382.58. The remaining amount of $87.19 is related to services rendered.
 
**. [redacted] would need to email me a copy of his bank statement reflecting insufficient fess for possible refund consideration.
 
**. [redacted] may contact me for any additional concerns.
 
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]

March 7, 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 concerns regarding her HughesNet service. 
After further review, we have created a dispatch for a technician to arrive on site and de-install the equipment.
**. [redacted] would need to return the equipment once the technician leaves the site.
We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.
 
 
Very truly yours,
 
 
 
[redacted]
Executive Customer Care
###-###-####

[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 contacted HughesNet technical support numerous times.  I have been on the phone with them troubleshooting the equipment while they performed diagnostics to figure out the issue.  Every time they claimed they completed the troubleshooting my Internet Service worked just fine but as soon as I hang up the phone its right back to a non working basis which in my opinion they are controlling the speeds of my internet.  I was contacted by an executive today who stated that they were going to perform the troubleshooting once again.  I already know what the outcome will be and I will end up even more highly unsatisfied.   I work to hard 12 hours a day iin a very demanding job and now I have to take off from work to sit with someone over the phone again to troubleshoot a problem that will continue to persist.  I am not the only customer that is experiencing this issue in my area.   Everyone is highly upset and canceling their service because of the horrible service provided.  I will make sure that people I know or move in our area are aware of your practices.   Yes you give people 30 days to cancel their service and it worked fine but that's the catch after those 30 days your locked in and you guys control the speeds and customers have no choice but to deal with it.  
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]
Due to the ridiculous amount of time that I was on the phone to customer service regarding this matter (over 4 hours) and having to explain my scenario over and over at least 4 times to 4 different reps, I would like additional credit to my account.  My customer service experience was very poor and unacceptable.  If I received a representative that I could understand and spoke fluent English, it was rare.  No too mention, the numerous times my call was suddenly "disconnected" and I had to call back and explain my situation ALL OVER AGAIN!  As I stated previously, I spent over 4 hours on a Friday night desperately seeking answers and resolution to my problem.  Please, Please hire Americans that speak fluent English to work in your customer service department, it is very frustrating for consumers to try and effectively communicate with them over the phone.  I thank you for measures you have taken to resolve this with mutual satisfaction but it is not enough based on the anguish I endured regarding this encounter.  I am not satisfied nor will I ever recommend Hughes net to any of my acquaintances EVER.
 Complaint: [redacted]
I am rejecting this response because:
See above
Regards,
[redacted]

February 12, 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 her service.  Relative to [redacted]’s concerns regarding Hughes’ data allowance, our service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. You can use [redacted] with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. 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. Currently [redacted]’s service plan consists of 10GB of anytime bytes and 50GB of bonus bytes as she was initially informed. In addition to the plan upgrade received, [redacted] has been issued a $30.00 service discount for three months.  We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.  Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
To whom it may concern,
 
In my previous letter and response, I requested that Hughes Net supply the address that they used when they sent [redacted] the instructions and box to return the radio and power supply cord (and modem-although the modem was sent back months ago by me, [redacted]).  I asked for this information because:   1.  As mentioned in ALL MY PREVIOUS  letters, ALL CORRESPONDENCE AND INVOICES WERE SENT TO ME, [redacted].  In addition to this, THE BOX AND INSTRCUTIONS  TO RETURN THE MODEM AT THE TIME OF END OF SERVICE WAS SENT TO ME; not to [redacted].  At the time that I returned the modem, I was under the impression that I was done with Hughes Net and indeed, I received no further communication from them.  After several months passed (after the return of the modem); Hughes Net then started to send [redacted] bills WITH NO INDICATION WHAT THE AMOUNT DUE WAS FOR.  2.  [redacted] NEVER RECEIVED ANY RETURN INFORMATION OR PACKAGING FROM HUGHES NET for anything (power cord, receiver).
 
As this is the fifth response I have had to take the time to write and I feel that we are getting absolutely nowhere in resolving this issue, I will be contacting the attorney general as I strongly feel that Hughes Net is doing their best to solicit money that is not due to them.  Again, it is obvious that other Hughes Net customers have had the same problem I am  currently having as there are many, many complaints lodged against Hughes Net.
 
Thank you for your time,
[redacted]
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: we didn't know we were in a contract with Hughes net.  As soon as we were having problems we called them and tried to fix it once after that we were told it was our fault. So we uped our plan and verified that none of our electronics were using data. We even unplugged our direct tv and blue ray. Still after a week we had no data. So when I called to cancel our service within 90 days of getting hughs net we were told it would be $450 to cancel. I feel by now we have already lost enough money with hughs net. We weren't even able to use our internet or have any data for netflix. We haven't been able to use hughs net. And we've had to get a different carrier just so we can have internet that will work. And still paying hughs net because of this contract and not even using it.  I feel that it's unfair to have to pay them any money because we've not been able to use Hughes net. We are very dissatisfied. 
Regards,
[redacted]

I recently chose hughes net for my internet service. I had a service appointment from 8am-12 to install. At noon the service person had not shown up, so I called the number provided. He told me that he had me down for a afternoon appointment. I had received 2 emails verifying date and time of my appointment. He said that he would be there at 2pm. I waited until 500 pm and he had still not shown up. All called to him went unanswered. I work the graveyard shift, which means that I had to go to work without any sleep. This was the worst/unprofessional service call I have ever had.

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 have not attempted to contact **. [redacted] to resolve the outstanding matter.  It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s account was activated on October 12, 2010 and indicated that he wanted to cancel his service on October 14, 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. The balance of $137.73 on **. [redacted]’s account is for the October billing cycle in the amount of $125.80 after a credit of $42.85 plus the taxes of $11.96 when his account was charged for unreturned equipment. **. [redacted]’s account has be credited the disputed amount of $137.73 to bring the account to 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:If they wish to contact me, they can do so by email. [redacted]) My phone number on the account was 320-894-7655 but they will say it is not found either. I already went thru this
with them when I called and complained. I also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issues
I have with their services..
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:
Re: [redacted]
Complaint ID [redacted]
 
Dear **., [redacted],
 
I received you response to
& from the Revdex.com and thank you. However there is still the outstanding issue
of Hughesnet  turning this over to a
collection agency.
 I received calls and a letter
from [redacted], [redacted] & [redacted], a collection agency, located at [redacted], Ohio, [redacted], demanding payment of the
$208.45.
 Until I receive confirmation
that this has been removed from the records of all three major credit bureaus I
do not consider it a settled account.
 Regards,
[redacted]

April 2, 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 his HughesNet service.   Regarding **. [redacted]’ 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] circumstances, Hughes agrees to make an exception regarding our cancelation policy.   After further review, Hughes has waived half of the early termination fee of $87.50,bringing the amount due to $87.50.    While **. [redacted]’ 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 at the number below.   We sincerely regret and apologize for 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 ###-###-####

[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 sure that if **. [redacted] checked the files under my name/phone number he would find that I did call and request a senior IT specialist to come to the phone and try to resolve the matter on November 20th 2013, however no IT personnel was available. I was told that I would be called by a Senior IT specialist to help resolve the problem, however no one ever called. On December 10th, 2013 after not receiving a call for nearly a month I called with the same complaint again. Once again an IT person was not available to come to the phone and I was told that an IT specialist would call me in a few days. Unfortunately that did not occur either. January 15th 2014 I again called with the same problem, and again an IT specialist was not available however I was told that one would call me within a week which also did not occur. February 4th 2014 I again called and requested a Senior IT specialist to help resolve the issue and again one was not available but would call me within the next 48 hours. However there was never a phone call. March 26th I again called requesting an IT specialist to come to the phone, of course one was not available but would call me within a week. That phone call never materialize either. It was not until I filed a complaint with the Revdex.com that I received a phone call from Hughes net. **. [redacted] is correct that on April 22nd 2014 I did receive a call from an IT specialist whose name was [redacted]. Unfortunately I was involved with a patient having a heart attack at the time and I was performing an emergency angioplasty on this patient, one of the nurses in the Cath Lab answered my telephone for me and relayed to me a message from [redacted] who agreed to call me on the following day, April 23rd to resolve the issue however he did not call. I am sure that if **. [redacted] checks the file he will find the above information is correct. He suggests that I should call and speak to a Senior IT specialist which I have attempted to do at least six times, but it does not do me any good to call if no IT specialist is available to speak to me. I also want **. [redacted] to realize that in order to answer this email and type this letter, I cannot simply open this link from the Revdex.com on my computer at my residence (which I am paying Hughes net $61 a month for) because my Internet service from Hughes net does not allow me to access my own email. I must get in my car and drive to the hospital and use the computers at the hospital to access my email and have the ability to type this letter. I do not think it is too much to ask to actually speak to an IT specialist and try to resolve this issue. My phone number is: ###-###-####. Please call at any time.
Regards,
[redacted]

Horrible customer service!!!!!!!!!!!!!!!!!!!!!!!!!! Outrageous termination fees. C[redacted] service. Worst company I have EVER dealt with.

June 19, 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 service.  Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on October 23, 2013. At the time **. [redacted] ordered his service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds.  “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed.” Hughes’ has received one technical call on this account which was a result of the monthly data allowance being exceeded. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then attempt to troubleshoot with technical support. If her speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that her service is operating as it should. 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. If **. [redacted] still wishes to cancel his service she will be within her contractual agreement, and an early termination fee will be a valid charge. Regarding **. [redacted]’s concern of her account being on automatic debit, the agent wasn’t able to complete the request because the call dropped and terms and conditions must be read and agreed to when changing the billing method. 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]

February 18, 2014
 
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
 
Re:       [redacted]
 
Complaint...

ID [redacted]
 
 
Dear [redacted]:
 
In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. 
 
Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on September 25, 2013. On September 30, 2013, **. [redacted]’s requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days.  There were a couple of transactions in the system which caused it to bill the early termination fee in the amount of $400.00 even though there was an offer to extend the trial period. 
 
As soon as the charge hit **. [redacted]’s card, it was credited and refunded on the same day which typically would take a little longer to accomplish. Regarding the other charge **. [redacted] mentioned, it was for an unreturned radio that the system recognized as being not being returned. **. [redacted] stated that he wasn’t informed of what needed to be returned, however it is standard practice to verbally state the terms and conditions of returning the equipment and it’s also included in the instructions that come with the return kit. **. [redacted] mentioned that he never received the kit, only a kit to return a failed modem. We have explained to **. [redacted] that the problems he encountered aren’t typical and we greatly apologize for any inconvenience.
 
In light of the difficulties **. [redacted] experienced with our service, we have issued a credited all disputed charges and refunded them 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]

June 09, 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 Hughes 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 [redacted] 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.” In addition, there is a $100.00 de-installation fee for customers’ who are seeking removal of their equipment.
 
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern.
 
Our records show **. [redacted] attempted to cancel the Hughes service on 5/27/2014 but unfortunately **. [redacted] is not the account holder and would be unable to cancel the account. As a result the account has remained active.
 
We attempted to notify **. [redacted] of our decision on 06/09/2014 but were unsuccessful.
 
[redacted] who is the account holder would need to 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
###-###-####
[email protected]

Sales integrity issues. My personal information and credit card information was passed to another company called Frontier Services and I was charged a fee but yet that company Frontier Services claimed that only an order had been placed (and not by me) and I had not been charged...this was only after it took me several conversation with Hughesnet to confirm that they in did give this company my information and place an order without my knowledge. They also charged my credit card for 2 amounts, once of which did not show up on the hughesnet order confirmation email. And when I cancelled the order they acted as if the one charged amount to my credit card never took place...and could not give me a receipt of the charge or receipt indicating that the charge would be removed from my credit card. When I cancelled the order the sales rep thought I got a good deal because the 2nd charge was not on the confirmation order email....he acted as if I got a deal...and that I was never charged the 2nd charge....but I was according to my credit card. shady company.