Hughes Network Systems

There is such a lack of customer service with this company it is unbelievable. We have been trying for a week to get internet back up at one of our locations and everytime we call we get the runaround, and may I say the internet is this locations main contact with our corporate office. Now Hughesnet is going to charge us $125.00 for a technician service call and I am the one calling World Wide Tech Service to see about the appointment.

June 11, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]...

[redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that **. [redacted]’s service was activated on September 21, 2014. On March 25, 2014, **. [redacted]’s account was cancelled.  As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $175.00.   Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  Due to the fact that there was some delay in getting an installer to his new address, we have issued a credit of $175.00 to his account representing the early termination fee. In addition we have credited the cost of the unreturned radio transmitter in the amount of $200.00. The total amount of credit placed on **. [redacted]’s account was $401.12 leaving a previous balance for service of $142.23. We informed **. [redacted] of our decision on June 11, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [redacted]Executive Customer Support[redacted][email protected]

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID 10057917  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 the account is registered to [redacted] and was activated on August 8, 2013 and requested to cancel his service on May 5, 2014. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $310.00.   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.  In light of the difficulties **. [redacted] experienced with our service, we have issued a total credit of $225.32 to her account bringing the remaining balance down to $84.68 which was paid by credit card on May 8, 2014. At this point, we have received the leased equipment and the ending balance is $0.00 on the account. We will not be issuing any further credits on the account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith.  At this point, we would respectfully request that our response to this complaint be accepted as closure to the case.  In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.   Very truly yours,  [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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
     I am not sure your company understands or is genuinely concerned about the way your customer representatives tried to resolve this issue. I called twice before the sell of my home to give your company all fowarding information needed. Your rep's attitude and competency was quite different than the " service we offer our customers" promised by your entity and " terms of service". I was asked to trespass on private property to retrieve the return box after your company made the mistake. Not to mention being told by your brownsville office that they had no supervisors. So please before belittling my expierence with your company, make sure to have all the facts! 
Regards,
Justin [redacted]

January 30, 2015
size="2"> 
Mr. [redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest, 10th Floor
Washington DC 20005-3404
Re:       [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 HughesNet service and is seeking a refund for returning her modem.
Our Executive Customer Support representative reviewed all pertinent database records. 
Our records reflect Ms. [redacted] was issued a refund of $132.50 to the credit card on file on 01/14/2015.
We left a message with Ms. [redacted] on 01/30/2015 to see if she had any additional concerns and we are awaiting a return call.
Ms. [redacted] would need to contact me directly for cancellation of her service.
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]
Sr. Executive Customer Service
###-###-####
[redacted]

May 5, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID [redacted]  Dear [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.   Regarding **. [redacted]’s latest concern, with respect to **. [redacted] not being at the location where the service is for an extended period of time is not Hughes’ responsibility unfortunately. **. [redacted] is welcome to contact our customer support at ###-###-#### to request a suspension of service which will suspend the charges except for the rental of the modem for up to 180 calendar days per year. As previously mentioned, **. [redacted] is currently receiving the basic level of service and the rate for that plan is $59.99. The cost of the service plan is listed on Hughes’ site and an order confirmation email is sent to customers that provide an email address at the time of ordering that details the level of service and cost.  The monthly plans aren’t negotiable; however **. [redacted] is more than welcome to contact customer support to inquire as to whether there are any eligible promotions that he can take advantage of.  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]. [redacted]Executive Customer Support###-###-####[email protected]

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

[redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact [redacted] on complaint ID [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service.   Regarding [redacted]’s latest concern, we have refunded all monies paid to Hughes by [redacted] and Hughes isn’t responsible for any interest assessed by her bank for two billing cycles. It is suggested that she consult with her bank to waive those interest charges.  Regarding [redacted]’s damage claim, the distributor tried to reach her on several occasions according to our records. [redacted] will have to contact the distributor [redacted] at ###-###-#### to inquire about any possible reimbursement of repairing her phone line. 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]

Since worst customer service I have ever encountered. Called to talk about the cancelation fee, they canceled my account without confirming. Being charged $355, in addition to having to send back some piece of equipment attached to my roof, to have a technician remove it costs $100. If I break it, I'm responsible for replacing it.

I have been with HughesNet for about 8 or 9 yes. I have had problems with them in the past and their broadband service has always been slower than they claim. 2 months ago, I was encouraged to upgrade to a plan that would give me a much higher data allowance and much faster internet. I was thrilled! Maybe we could watch a movie on Netflix!!!! WoooHoooo! Well, within two weeks we ran out of data with two weeks to go till it is replenished. We are a married couple living in the country; we hadn't used up our allowance in years on our old plan, so I called and told them I was unhappy and wanted to go back to my old plan. They said they were no longer offering that plan once you change. I feel very cheated!!!! To be told the new plan was much better and then find out that they figure and charge differently on the new plan and there is no notification of that fact online or by customer service is FRAUD as far as I am concerned. If you are on an old plan, stay on it, until they figure out how to resolve the problem with their new plans. I was shocked to see that HN has an A+ rating on Revdex.com. Shakes my confidence in Revdex.com.

July 2, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear Mr. [redacted]In response to your letter to the executive customer...

support division of Hughes, it is our understanding that Mr. [redacted]r has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“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 Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period.  Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]’s frustration and concern. As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. 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. Mr. [redacted] may contact me at the number below to bring closure to his complaint.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me.  Thank you very much for your consideration.Very truly yours,Ecole F[redacted]

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.  
Thank you for your assistance with this matter.
Regards,
[redacted]

August 12, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re:       [redacted] Complaint ID...

[redacted]  Dear [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service.   Our Executive Customer Support representative reviewed all pertinent database records.  Our records indicate that [redacted]’s service was activated on August 6, 2013. On July 28, 2014, [redacted]’s account was cancelled. Per [redacted]’s letter, Hughes’ doesn’t have a 13 month commitment period. Hughes’ commitment period is 24 months. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $250.00.   Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.  In light of the difficulties [redacted] experienced with our service, we have issued a credit in the amount of $125.00 to his 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,  Darron W[redacted]Executive Customer Support###-###-####[email protected]

I have been with HughesNet for about 8 or 9 yes. I have had problems with them in the past and their broadband service has always been slower than they claim. 2 months ago, I was encouraged to upgrade to a plan that would give me a much higher data allowance and much faster internet. I was thrilled! Maybe we could watch a movie on Netflix!!!! WoooHoooo! Well, within two weeks we ran out of data with two weeks to go till it is replenished. We are a married couple living in the country; we hadn't used up our allowance in years on our old plan, so I called and told them I was unhappy and wanted to go back to my old plan. They said they were no longer offering that plan once you change. I feel very cheated!!!! To be told the new plan was much better and then find out that they figure and charge differently on the new plan and there is no notification of that fact online or by customer service is FRAUD as far as I am concerned. If you are on an old plan, stay on it, until they figure out how to resolve the problem with their new plans. I was shocked to see that HN has an A+ rating on Revdex.com. Shakes my confidence in Revdex.com.

We signed up for Hughes Net back in November 2014 and had nothing but issues from the start. Called complaining that our service didn't work. They would give us the run around with things like credits to our account, send a better signal to see if it would help with the streaming issue. Since we didn't call within our 30 day trial (it was 5 days past) we couldn't cancel with out a $450.00 fee. So we kept the service for 3 more months, while it didn't work and continued to pay on time. When we finally were fed up we called and cancelled. Because we were so frustrated we had to agree to pay the fee which we do not feel we should have been responsible. So now we're out over $1000 for a service we could never use. I would be careful if you sign up with Hughes Net. They are a horrible company to deal with. I'm pretty sure they stay in business by over charging people for services never rendered.

I was sold my hughes net subscription from a 3rd party and told several lies about what I would be receiving. I then called Hughes net customer service and explained the situation. I was told there is nothing they can do. The service speeds are no where near what they told me I would get. I just cancelled my service with them today and was hit with a 310.00 bill for early termination. I paid just to be done with this company. Beware people they tell you lies lies lies.

I received my first bill from the company and it was not the price that was first end quoted to me. so when I called to cancel the service they told me that that it was one day after my trail period. I informed them that I just received the bill and it came one day after the trial but I should not be held accountable for them sending the bill after the trail that it should have been sent prior to the bill date not after the fact. I told them I felt like it was a trip to keep me with a company that I am not satisfied with. so now if I cancel on day after the trial when the sent the bill I will be charged the full contract price of $400. That is not fair because they sent the bill for my review after the trial but they took the money for payment before I received the bill statement. I should have been able to cancel this service with no penalties as I could not analyze the bill until after it was sent to me, a day after my trial. so now I am stuck with them and my cancelation charge will be put on my credit for them doing this undermining tactic to make and individual stay with there company. This should be classified as unfair business practices. Who send a bill after they take the money so the customer can not have the opportunity to review it, complain or cancel the service. It is a sure fire way to still money and trip customers.

I ordered Hughes Internet thinking it was a good deal as they described. It was anything but good. First of all they took three days to install the the satellite after being late and having to leave before finishing. Next, waiting with much anticipation, to use the fast internet for some online classes, quickly revealed that we were lied to. They could never , I repeat, never were able to even bring up a simple home page. After days, and hours, of troubleshooting we realized this was not going to work. We told them to get their equipment and we would look for Internet service from a company that could deliver what they promised. Months went by and without warning or notification, they deduct $214 from my checking account for something that supposedly was not returned even though they said they didn't need anything else returned at the time we cancelled the "service "! Of course I tried for hours to resolve this over the phone to no avail. They agreed to send a service tech to the house to remove something from the roof. That's fine but the guy left it on the front porch with a note that I should now send it back to hughesnet. How does this happen. Anyway, packed it up and dropped at UPS. Patiently waiting and waiting and waiting for a refund.
DO NOT USE Hughesnet. Internet is non existent, customer service was hostile at best and never was any honesty or integrity on hughesnet behalf

We live in a rural setting without high-speed internet access. We thought we would give HughesNet a try. We did a lot of research on the company. We called and talked to three different customer service agents. We even went online and did a live chat with a customer service agent because we simply could not believe the great things we were being told could actually be true. Each time we spoke with another agent we would ask more probing questions to verify and try to understand how what the previous agent told us could be true. Each time the agent would embelish more. By the time we ordered service, we were guaranteed 15 Mbps download speeds and 3 Mbps upload speeds. We were guaranteed that the monthly data usage limits only applied to streaming video and music and not to ANY other type of data usage. We were even told they had special hardware and software that could detect and monitor to type of data usage to know if it was specifically video streaming. They guaranteed us that even we hit our streaming data limit monthly allotment, we would still be allowed to stream video and music, but they would just simply throttle the speeds back on the video streaming only. They promised that all other internet data usage activity would continue unaffected. We were guaranteed that our VPN and our VoIP phone system would run without any issues on this system. We specifically explained our research led us to believe that the VPN would slow speed drastically to a point in which the VoIP would not be functional. We were guaranteed that would not be the case. Furthermore, we were guaranteed that any use of the phone would not count toward the monthly data usage allowance. I could not believe this to be true. I called back and very specifically went through these details. An additional customer service agent verified all this information to be factual. When they independant contractor came to install the equipment, he looked at our VPN and VoIP set up and explained this system was not going to work with HughesNet satellite. We proceeded to tell him what all we were guaranteed by the multiple agents. He told us that none of it is true. He informed us that he has done numerous installs in which the customers have been lied to in order to gain business. He informed us that the customer service agents are instructed to lie and say whatever is necessary to get the customers to sign up for service. After 2 days of using the service, we purposely exceeded our monthly data usage to verify if we were told lies. On day one, our download speeds were around 20 Mbps and upload about 3 Mbps. By the end of day two, our download speeds were less than 1 Mbps and upload about .20 Mbps. We were clearly lied to by every customer service agent we spoke to and the independant contactor that installs the satellite was correct. We called and canceled our service immediately. At that time they informed us we would need to return the modem and its power cord. We asked if they needed any equipment from the dish. They told us they did not. They sent us instructions, a box, and a shipping label. I packaged the modem and power cord exactly as it stated in the instructions and sent it back in the time frame they requested. Soon, I was charged a $321 fee. When calling them, they explained we did not return the radio assembly off of the dish. Not only were we told nothing would need to be removed or returned from off of the dish, the written return instructions made no mention of a radio assembly. The customer service agent refused to refund the entire amount. They stated they did receive the modem and would refund $100, but would not refund the rest until they received the radio assembly. I am getting ready to return it. I will wait and see if they follow through with refunding the amounts they promised. Unfortunately, I doubt they will based on the integrity they have shown throughout. This company should be shut down. DO NOT DO BUSINESS WITH HUGHESNET.

I had called Hughes net the November 24 to try their services asked what they package were first we were told 5 GB a day anytime hours and 60 gb from the hrs. of 2am to 8am , first they told me I didn't have to buy the equipment only had to pay for the taxes when it came to run y credit card for the taxes it wouldn't work , then they told me I had to buy the equipment and card me 286 bucks but we would get free installation we asked if we didn't like the services would we get our money back they told yes had the system installed a few days later the 27 of November used it got really slow we called and asked again how many GB was it they then told us it was 5gb a month , we decided to cancel the 3 of December a few days later and when we asked to get our money back the represented said send back the equipment and we might be eligible to get 100 buck back the cost of the equipment I explained to her we were told the equipment was 286 dollars and it was free installation she said we paid for installation I asked if they were goanna give us a free shipping box so we can send back the equipment she said no I would have to pay for that worst business RIP OFF . we had only had this thing a lil bit and they took our money and ran with it I would never recommend this company if anything I tell people to run from it HORRIBLE COMPANY PRACTICES STAY CLEAR

WARNING to Hughesnet Satellite internet customers. Beware of Hughesnet telling you they need to send a technician out (for $125 charge) because your dish "is out of alignment." In my case (2 times in the past six months) they have told me that weather/snow has placed it out of alignment and they must send a technician to fix it and it is not covered under my monthly fee. Both times I have told them: "for $125 I can switch to a different provider" (with better service), and to "please not send a technician out." Within the hour, my internet service is working again. Note: this has happened to me twice--not a fluke. The first time I gave them a pass, but there is clearly unethical business practices going on here.