Hughes Network Systems

Review: This account was initially opened by [redacted]. Upon the opening of this account, I contacted Hughes Net and changed all applicable information into my name;the contact information and billing and payment information was changed to me, [redacted]. The monthly charge was debited from a credit card in my name and all bills and correspondence went to me. In March 2013, I closed this account. Hughes Net tried to convince me to continue my account-offering me free months, etc, which I declined; repeatedly. My internet service was discontinued, however, I received a call from Hughes Net telling me that I could not close the account unless [redacted] contacted Hughes net as he had opened the account and that monthly charges would continue to accrue. I spoke to many reps many times regarding the fact that the account had been changed into my name during this time frame. Some reps said all was okay and others told me that [redacted] had to contact them. [redacted] contacted them and they tried to sell him the service that had already been discontinued. I sent the modem back to Hughes Net via UPS using an pre addressed label that Hughes Net had supplied. Hughes Net has now been sending bills To [redacted] at a completely different address for a total of $212.00 and it has now gone to collection. They will not speak with me at all and I do not know what this charge is supposed to be for. My account was paid in full and the modem was returned as instructed by Hughes Net. This company does not serve their customers in an honest manner.

Product_Or_Service: Satelite High Speed Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like Hughes Net to stop contacting [redacted] and also have no contact with me. I would like this inaccurate charge of $212.00 to be rescinded as it is inaccurate and fraudulent. I would like Hughes Net to send a letter to [redacted] ( they have his current address as they have been sending him bills) apologizing for their incorrect billing and informing him that the account is closed and no monies are due.

Business

Response:

February 4, 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 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 January 5, 2011 and requested to cancel his service on April 11, 2013.

Due to the account being a Recovery Act account, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding **. [redacted]’s concern that the account was supposed to be in her name, the account was set up in **. [redacted]’s name and couldn’t have change of ownership because it was a leased account. According the case notes on the account it appears that someone called and identified himself as **. [redacted]s and requested to cancel service when **. [redacted] wasn’t able to have it canceled because she isn’t the account holder. At this point the final balance on the account in the amount of $212.00 represented the radio transmitter that hasn’t been received. At this point, the collection department has written off that balance as of January 26, 2014 and any calls coming from collections regarding that write off must be discussed with them. If that radio can be returned it will still be credited to the account insuring that the write off balance is cleared.

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,

Executive Customer Support

301-428-5500

[email protected]

Business

Response:

February 10, 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 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 her HughesNet service.

Regarding **. [redacted]’s latest concern, our records indicate that the modem was returned but not the radio. Just so that **. [redacted] has a clear understanding, the radio transmitter is attached to the arm of the dish and the modem is the indoor unit.

The $212.00 balance on the account is a result of the July 5, 2013 payment of $212.00 being disputed with the financial institution. Once the funds were reversed they were placed back on the Hughes account as an amount due. In response to **. [redacted] indicating that she requested a change of ownership, Hughes can’t grant such requests on leased accounts because the customer doesn’t own the equipment. The equipment is leased and therefore a change of ownership isn’t possible. A name can be added to the account as a secondary contact, but the account holder will have to remain as such.

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,

Executive Customer Support

###-###-####

[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

From: [redacted] <[redacted]>

Date: Tue, Feb 11, 2014 at 8:28 AM

Subject: response to letter of 2/10/2014

To: [email protected]

To whom it may concern,

The letter written by Hughesnet states that they now consider their part in this case closed and indeed, it is not.

The letter states that required parts were not returned, thus, there is a charge of $212.00 due. It is stated that (now) I should have returned the “radio transmitter” which is located on the “arm of the dish”. This is the first I have heard of this part or it having to be returned. I do not know what part on the dish this is; there was no mention of this part having to be returned previously; the dish is located on the side of my house and a ladder would be required to remove whatever this part is, as would the tools necessary to remove whatever this part is. When the box was sent to me with instructions to return the modem, there was no mention of a radio transmitter having to be returned or a diagram of where this radio transmitter might be or how to remove this part. If HughesNet wishes to send a technician who is educated in removal of radio transmitters to my address to remove said radio transmitter, they are welcome to do so, with appropriate notice given to me as to the date and time I should expect this HughesNet employee to arrive.

This ongoing saga of the $212.00 owed to Hughesnet is just one of many, many complaints against HughesNet. They are constantly stating that the initial name on service with them cannot be changes due to it being leased equipment, however, in the many times I contacted them to have them recognize that I was the individual to whom all correspondence should be directed and I was the individual paying for the service; I was told that the account was changed to my name. In addition to this, if the initial name on the account cannot be changed but additional name(s) can be added to the account;why was my name never added, as I contacted HughesNet REPEATEDLY about this issue.

Again, as stated in my initial complaint to the Revdex.com; when HughesNet recognizes and states that there are no monies due and a letter to this effect is sent to myself and [redacted]; I will consider this matter closed. I am sure that many customers of HughesNet get very tired of having to fight for their rights and spend time writing responses to their complaints and they just decide they will pay HughesNet to end the conflict; I am not one of those people.

Thank you for your time,

Review: Hughes has sent me a bill for which I have never had there services. My son signed up for them and he was 21 years of age at the time of signing my name has never been given them and I believe that this is illegal or at the very least should be illegal. I am hoping that by filling with you I can save others from this problem I am having.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: No settlement requested - for

Just to warn people so that hope fully they know that this can happen to them.

Business

Response:

February 26, 2014

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 attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has more concerns regarding her son’s service.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language regarding the need to provide a credit card. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement”

**. [redacted]’s son used her credit card to set up service on his account and Hughes’ representatives don’t have the ability to verify the information of the card holder if the person calling has all of the correct information. Per the subscriber agreement, the credit card holder must dispute charges within 15 days of that disputed appearing on the credit card or bank statement. At this point, the account is set up under invoice billing and any disputes must be handled through the financial institution.

We sincerely regret any inconvenience that **. [redacted] may have experienced and again we would be glad to write a letter to his bank asking to waive any charges but we cannot refund his account as requested. 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,

Executive Customer Support

###-###-####

[email protected]

Review: On January 29th 2014 my wife contacted Hughesnet to cancel an internet subscription at the end of the contract period. We were told we would receive a box to return a modem and power supply around the first week of March (7-10 days after March 1st). We received more charges to our bank account from Hughesnet and called again on March 3, 2014 when a $67.68 transaction was pending our bank account. With both of us on the line we were told by [redacted] that our account had been successfully cancelled and a credit had been issued of $66.93. I requested the date of said credit and was told 3/1/2014. Charges of $67.68 were taken from our bank account on 3/3/2014 and there is no credit. Contacted Hughesnet 3/4/14 and was told the account was not cancelled and we would need to speak to account management again. He transferred us to a closed department. Case number from 1/29/14 [redacted]. Case numbers from 3/3/14 [redacted] and [redacted]. Case number for 3/4/14 was not given before transferring us to a closed department. We are out of contract and have made multiple attempts to cancel but they are still charging us.Desired Settlement: We want our account cancelled effective March 1st 2014 as discussed on 1/29/14 and were told it would be. Refund the charges for March 2014.

Business

Response:

March 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a refund to his account as a result of prior cancellation request.

After further review, **. [redacted] has been issued a refund of $68.43 to the credit card on file.

We spoke with **. [redacted] on 3/18/2014 and apologized for any issues towards his 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. 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,

Executive Customer Support

###-###-####

[email protected]

Review: I enrolled in the Hughes Network Services internet service in December, 2013. I was promised download speeds at 10 Mbps, with a throttle down speed of 1.5 Mbps when I had exceeded my download allowance. The first month was fine, I received the services promised. In the second month, however, my download speeds were throttled back to less than 0.5 Mbps, which is not even fast enough to download e-mail. This was not at all what I was promised. When I called to ask for help, I was told that I would have to upgrade in order to not exceed my allowance each month. I was already paying $80 a month for the service, which was unusually high, but to have to pay more was nothing short of robbery.

At the same time I had enrolled in the Hughes Network voice services. I never received my service, and after 30 days of waiting, I cancelled. When I called for help with my download speeds I also called for help with the telephone voice services. I made at least two, and possibly a third call. Now when I talk to them they will only acknowledge that I ever called about the voice services, they will not acknowledge that I also called about my service interruptions. They do acknowledge that I was provided "tokens" to extend services, which I never requested, but these were always provided to me as a "band-aid" to give me another day of service, even though my internet services were essentially turned off after I exceeded my data allowance.

They are very difficult to work with and will not acknowledge that I did not receive the services I was promised and paid for. I still had over 10 days left in the month without internet services, and they have never acknowledged that this occurred. I was forced to cancel my services in February, 2014, due to that fact that I had to go to another provider in order to receive reliable internet services. This company is now trying to stick mew with a $500 early termination fee. However, they refuse to acknowledge that they did not provide the services I was promised and purchased, and they continue to deny that I ever called and asked for help. I have had numerous conversations with their services people, have written several letters to their company which have gone unanswered, and I have filed a formal complaint with my credit card company for the charges they tried to assess against me.

They claim that if I had cancelled in the first 30 days they would have waived the early termination fee. I have no doubt that this was a classic "bait-and-switch" where the company promised their services at a specific bit rate, and indeed did deliver on those in the first 30 days. This was, no doubt, to hook me into the contract. In the second month when they did not deliver on their promise, they felt they had me because I could not term without the early termination fee. I will not pay this fee, and I am filing this formal complaint with the Revdex.com to hopefully save some other poor unsuspecting souls the heartache that I am now experiencing. Hughes Network Services is an unscrupulous company, with no morality or integrity, and certainly is not interested in customer service.Desired Settlement: All I want from Hughes Network Services is the following:

1. They acknowledge that they did not deliver on the promises that were made to me by their salesman in my initial transaction, and

2. They waive all remaining termination fees and charges, and provide me with a written statement that I have no debt outstanding to Hughes Network Services.

Business

Response:

April 14, 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 to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet. Our executive customer support 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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration. After further review, **. [redacted] disputed the fees of $471.92 with his financial institution. When a credit card company rules in favor of the customer, it does not resolve the account status with Hughes. **. [redacted] received the $471.92 refund from his financial institution. However, the customer must work with Hughes to resolve the overriding issue for the disputed charge which bounced back to the account in the amount of $471.92. As a result of **. [redacted]’s issue we have waived half of the fee totaling $235.96. There is a remaining balance of $235.96 which needs to be paid to bring the balance to a $0.00. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: this is the fifth time I called this company after the general manager had called and stated that there will be no more issues. they have sent me several bills and was taking money from my bank account. they keep saying that the account is still opened and has not been closed. now they are saying that they have escalated the account, and they have mentioned that before. they gave me a reference of [redacted] and I spoke to an account specialist named [redacted]. I am tired of having this bill sent to my address stating that the account is still opened and we owe them a bill.Desired Settlement: DesiredSettlementID: Other (requires explanation)

have them stop send out a bill to me and close the account completely

Business

Response:

May 20, 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, 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 July 6, 2013. On February 3, 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 $300.00. We have confirmed with **. [redacted] that his account has been closed successfully and the balance on the account is $0.00. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $300.00 to his account representing 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]

Review: Hughes net give me 30 days to cancel the service so when I call to cancel on the 15 th day they gave me 60 more day to try the service then when I called them on the 59th day they said it was to late and are now charging me early termination fee of $390.

Business

Response:

June 17, 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, we have 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 service was activated on November 11, 2013. On November 30, 2013, **. [redacted] requested to cancel service but accepted a retention offer to extend his trial period for an additional 30 days. The total of 60 days begins from the date of install not after the initial 30 day period. Our records indicate that **. [redacted] was notified that his second trial extension would expire on January 10, 2014. **. [redacted] called back on February 10, 2014 and again requested to cancel service and was informed that his trial period had expired. 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 credited of $195.00 to the 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]

Review: Upon cancelling I was told I had an early termination fee of $350. The last rep didn't document that I was on yet another 30 trial -she lied.

Tech support is a total waste of time and for the most part, I do not have HOURS to stay on a phone call that does absolutely nothing to help. It would be nice to talk with someone that can speak English that you can understand and that can understand you. I am not a racist, but facts are facts, most of the people you talk to do not comprehend what proble** you are having and have no idea how to properly answer you. I WOULD NOT AND WILL NOT EVER, EVER, EVER RECOMMEND HUGHESNET TO ANYONE. DO NOT USE THEM. The sales representative lied to me about the service you will get and failed to mention fines and fees for most services that are extra. I called every time I had a problem and then after more frustration to cancel prior to my 30 day trail initiation to their service. They gave me extra tokens and promised me an additional 30 day trial if I would only stay with them. This happen on 3 occasions. The past week we have had a lot of stor** in my area therefore once again I complained about the poor internet service and demanded to cancel. Once they realized I was not going to stay with Hughes they then told me I had an early termination fee of $350...apparently the last rep didn't document that I was on yet another 30 trial and she promised I could cancel anytime I wanted to. She lied and they would not believe she promised this to me. I demanded my service to be cancelled and I sent them an email to make sure that they are a[redacted] that I will dispute any other charges to my checking account after 6/12/2014. Also I will dispute any early termination fees that will be billed to me as a result of cancelling the service. I have called their technical support numerous times to figure out why I cannot get the internet at home for work. I have been transferred to third parties that wanted more money. I have been given tokens, I have had my computer checked for viruses, had the updates turned off, removed my wireless router, and even turned my Hughes net modem completely off and it see** that nothing seemed to be working. I tried to stay with Hughesnet but cannot work for my company from my home with their internet service.Desired Settlement: no early termination fee of $350.00

Business

Response:

July 3, 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, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on February 20, 2014. Initially **. [redacted] was offered a trial period extension on two occasions which resulted in having until May 19, 2014 to cancel without penalty. On May 20, 2014, **. [redacted] accepted a retention offer for one free month of service and the ability to troubleshoot her computers, and or router with our third party company that provides support on those devices. 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 $385.00. 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 total credit of $223.80 to her account representing the half of early termination fee and a one month service credit. The final balance on the account is $160.74. We notified **. [redacted] of our decision on July 3, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I have tried several times to get the contact information of the local hughes net representative who signed me up and installed the Hughes Net equipment in my home. I live in [redacted] New York and I believe the representative was from [redacted] NY. When I signed up for HughesNet the representative told me it would be a certain price, and I am not being charged that price, I need to dispute the charges with my bank and need the information of the local agent to file the dispute.Desired Settlement: I would appreciate getting the information so that I can file the dispute of charges with my bank.

Business

Response:

July 8, 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, 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 February 13, 2014. Regarding **. [redacted]’s request to receive information for the sales source so that he may dispute the charges on his account, we provided the name and number of the dealer however we don’t have the name of the sales agent he spoke to because it was a direct dealer. In an effort to resolve **. [redacted]’s complaint we have offered a service discount in the amount of $20 off for six months. His current service plan is $59.99 plus a $9.99 modem lease fee. **. [redacted] will receive $20.00 off his bill for six months. At the end of the of the six month service discount, the regular rates will resume. We informed **. [redacted] of our decision on July 8, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: This is a follow up to a complaint against [redacted] Satellite Services in [redacted], WV that fraudulently submitted charges to Hughes Net stating that they performed service at my house to restore internet service. Because of [redacted]'s false charges, Hughes Net carelessly raised our bill by $132.50 based on a vague work order stating that the company was in our house for 2 minutes. When we caught Hughes Net trying to take that money and explained that [redacted] Satellite services was never in our house and never fixed anything, Hughes Net did not refund all of our money. We were robbed by [redacted] with the help of Hughes Net. When I contacted the Police I was told to get supporting documentation that proved their crime. I called and spoke with 2 people from Hughes Net and told them the Police wanted information and asked them to send me whatever [redacted] sent them to justify their charges. They refused, citing security reasons. So I followed that up with an email explaining that I needed the info for the Police, but they still refused to provide it. Hughes Net enabled [redacted] Satellite Services to steal from us and then they covered for them and still has not refunded all of our money.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Hughes Net to provide documentation for criminal investigation

Business

Response:

July 15, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint [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 the service is registered to [redacted] and was activated on June 15, 2013. On April 30, 2014, [redacted] contacted our technical support department to report that her service wasn’t working. [redacted] had an out of warranty service order to have a technician come to her scheduled to come to her site on May 15, 2014 and was charged the dispatch fee of $125 but it was credited on her Hughes account the same day to offset the charge. On May 15, 2014 our records indicate the technician closed the service order almost immediately after opening with no issues as the cause. We are investigating the matter to find out the specifics of the technician’s service order and corrective action will be taken as needed. At this point, we have issued a credit in the amount of $7.50 to [redacted]’s account to reflect the cost of the taxes associated with the $125.00 service charge. 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[redacted][email protected]

Review: I needed cable and internet services for my house and I called [redacted] and asked them if they have internet services too and they said they work with Hughes network and I told them I'll take that package they told me the internet is the fastest with 50 speed and I said I'll take that Hughes came "they told me if I don't like the internet services I can cancel within 30 days free of no charge" so they came and installed there services and the next day I called them and told them that my internet speed took 5 minutes to load and I'm not able to even use my phone and they told me that's how there speed is going to be so I talked to the guy and told him to please cancel all my services because I would rather go to comcast I don't want this. So he told me ok there wouldn't be no charge he even send me a email that said there wouldn't be any charge and I told him to come get his equipment since I have no use for that and he said there gonna send me a box.after a few days they charged me 50$ I called my bank and they investigated and got my money back because I didn't get any services after six months I checked my account and Hughes network took $322.86 from my account I don't understand how they did that . And how they took the money out of my bank without my permission can u please help me out to get my money back I have already called my bank that why I didn't get any boxes so I can send them there equipment back and now they took so much money from my bank, I'm the only one working in the family my husband is disabled and I have two miniors and my mother to take care of I can't afford someone to take that much from my account I have to pay my bills and I need my money back can u please help me with this issue I would really appreciate that thanksDesired Settlement: Can you please tell them not to do this to anybody because they don't know that$322.86 is a lot of money and it is going to hurt the whole family.

Business

Response:

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, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 26, 2014 and requested to cancel her service on April 27, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account was charged for unreturned equipment in the amount of $322.86. At this point we have received the equipment and [redacted]’s account has be credited the disputed amount of $322.86 and that amount has been refunded to the card on file. We informed [redacted] of our decision on August 12, 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, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

We pay $80 per month for possibly the worse Internet server ever:
1) 250mb download allowance per a 24 hour "rolling" period.
2) the only time you can watch movies, videos, look at quite a few pictures, play games, download/upload pretty much anything, etc is during their "free time" which is 1am-6am.
3) weather always affects the signal, a cloud could just blow by and you have lost your Internet connection.
4) they throttle you randomly and quite often. During those times loading a text page would be faster on dial-up than HughesNet.
5) $80 a month?! For this ^ is insane.
Recently our Internet has totally went out. We pay insurance on our bill as well. Called and their was nothing they could do but they could send out a repair man, an extra $40 plus any parts he might need to make a repair.
We are on an older version of their plan, so they mainly just tried to get us to upgrade but we've heard worse stories of their "newer" version.
So we pay $80 per month which includes insurance and have to deal with all their stipulations. They have a monopoly on us people that are rural. This company needs to go under. I wouldn't recommend them to my worse enemy.
If you are a student or have a child that has to do classes or homework online, forget this provider. Run the other direction.

Review: 1. Failed to notify me that I supposedly sent spam mail on not one but two occasions. Blocked my ability to send email from October 2012 thru January 2013 (when I terminated their service - which I had for a period of about 7 years).2. Sent their B1A form the first time by regular mail (they denied receiving it), and the second (approximately 30 days later certified mail return receipt). In a phone call they claimed that they didn't receive the first; however, the returned receipt served as proof of the second. No attempt was made to contact me. I was told by one of the supervisors (in a later call to customer service) that full service should be restored within 7-10 days of receipt of the signed form. I asked this supervisor if full service would be restored by January 1, 2013, and was assured that it would be (in a phone call to customer service on or about December 15, 2012).3 Failed to acknowledge (other than return receipt) my letter of January 21, 2013 terminating the service because it was unreliable and no longer met my needs. 4.1/29/13 8+ PM received a phone call from a Hughes associate trying to convince me to continue their service. I hung up because I had exercised all avenues and had had enough of a run around and didn't want to be subjected to more harassment.Desired Settlement: 2/14/13 Received a bill from Hughes net for $89.98 stating that if the amount wasn't paid in 7 day that service would be discontinued. This was in complete disregards to my certified letter of 1/21/13 terminating service. 3/30/13 Received bill $457.40 from a collection agency [redacted].My only settlement request is that Hughes Network Systems right this off as uncollectable, due to their lack of concern and unethical practices for this customer.

Business

Response:

April 30, 2013

Review: Had service Installed and gave Credit Card to pay for equipment and installation. Gave debit card for payment of monthly services. They put Ins and equip charged on Debit card. Called next day and had charged on my Credit Card and was told a refund would be issued to my Debit , which did happen 17 days later. CC and Debit transactions on my statements indicated that was way of transaction. Later invoices indicated that the CC payment ($420.07) and they indicated it was never paid and was never posted to my account. After more than 3 hours of telephone communications, several FAX transmissions of my bank statements produced no positive results. We have never ask anything other than for them to credit my payment, clear my bill and send me the monthly bill to continue my services. Late March our service was cut so there was no internet service. Contacted [redacted] CC Dispute Resolution and filed a complaint. [redacted] did an investigation and determined we were correct in our pursuit. [redacted] has since refunded our money but Hughes has submitter to a collection agency, [redacted], [redacted] and [redacted] who has increased total bill from $420.07 to $1286.85.Desired Settlement: Bottom line would be to discontinue my service and all communications with Hughes Net, clear my billing, cancel Dept Collection agency pursuit and remove the equipment from my property.

Also would like to make sure my Credit Rating is not down rated.

Business

Response:

May 31, 2103

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

[redacted]WashingtonDC [redacted]20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated May 21, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel his HughesNet account and is seeking to cancel without penalty, and to resolve his outstanding balance due.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on January 27, 2013. **. [redacted] contacted our billing support team to explain he was unhappy with his service, as it did not operate as promised. **. [redacted] ordered his HughesNet service through a third party sales source, [redacted]. There were also some billing issues. The sales call is currently under review.

After a full review Hughes has agreed to refund **. [redacted]’s install costs and service fees, leaving **. [redacted] account with a zero balance.

On May 31, 2013 Hughes removed **. [redacted]’s account from collections, waived the claim, and ceased all collection efforts. While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts. In return, **. [redacted] agreed to return his purchased HughesNet equipment. Hughes sent **. [redacted] a prepaid shipping box and label to help facilitate the return.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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.

Sincerely,

Office of Executive Support

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this respoONSE Because, not once did we ever say we wanted to cancel. we always.ask them to post the monies we had paid to them. AS A MATTER OF FACT EVEN THOUGH WE.WERE PAID UP LESS THE FUNDS IN QUESTION, THEY CUT OUR SERVICE AND WERE NOT INTERESTED IN TRYING TO RESOLVE ISSUE. I REALLY DONT WANT TO DRAG THIS OUT ANY LONGER, JUST WANTED IT CLARIFIED ABOUT THAT WORDING

WE PACKAGED AND SHIPPED THEIR EQUIPMENT BACK TO THEM TODAY AND JUST WANT TO PUT THIS ALL BEHIND US. PLEASE CONSIDER THIS ISSUE CLOSED. THANKS FOR YOUR HELP IN GETTING THEM TO MOVE AND TALK THIS TO A SATISFACTORY CONCLUSION.

Review: Since I signed up for Hughes Net Satellite Internet services in August 2012, I have had continued problems with my Internet provider. I was promised High Speed Internet Service and I have not received it. I have made repeated, time consuming and extremely frustrating calls to Technical Support to resolve connectivity issues, unreasonably slow Internet service, inadequate technical support, and billing issues. I have spent many, many hours on the telephone and on hold with Hughes Net employees. None of my problems has been adequately resolved. They have given me free "upgrades" that did not change the quality of my Internet services. Most recently, Hughes Net has lost extremely important e-mails and is unable to retrieve them. I am unable to complete work on my computer due inadequate service. Hughes Net claims include, "Put Your Trust in HughesNet as America’s #1 choice for satellite Internet, HughesNet® provides high-speed Satellite Internet that’s accessible anywhere in the contiguous United States. You will just need a computer and a clear view of the Southern sky. Order today and take advantage of our always-on connection, plus get free standard installation† and an Internet plan that best suits your lifestyle." I have not had an always-on connection. There are many times I have no connection. When I do have a connection, it is slower than dial-up Internet services. They promised to upgrade me to Gen 4, at no additional fee last year, and it is still not available in my area. On July 1, 2013, they promised to overnight me a replacement modem, which would arrive on July 3 at the latest. I spoke to them on July 8, and they promised that if the new modem was not faster, they would allow me to terminate my services at the end of July, without paying any early disconnect fees. Today is July 10, I still have not received the promised replacement modem, and I once again requested that they terminate my services at the end of July without penalty. They refused to do this until I try the new modem. Today they informed me that the problem is that the modem is back ordered and they do not know when it will arrive, but it could arrive at any time, but they do not know when. Meanwhile, I cannot send out e-mail or use the Internet effectively. I do not feel that I have been getting the service I was promised and that I am paying for a substandard product. I have been doing this since August 2013. I do not think I should have to pay for substandard service and continue to stay with a company that cannot provide the service I need. I have continually expressed dissatisfaction and frustration, and an early end to my 2-year contract with no penalty, and they refuse to grant it. I do not have reliable, consistent service. That is reason enough to not stay with a company.Desired Settlement: I want to end my contract with Hughes Net by the end of July 2013, without penalty. I also believe that I am entitled to a refund for the substandard service and technical support I have received.

Business

Response:

July 30, 2013

Review: I am the executive assistant to [redacted], who passed away on August 13th, 2012. He was the owner of [redacted] VA [redacted]. He was a customer of Hughes Net with the account# [redacted]. Meanwhile, [redacted] has been sold, we, the trustee of the estate and I as well, have tried several times to close this account and each time we called, there were different requirements to close the account. The most reasonable one seemed to be that Hughes Net required a death certificate, and a letter in which we gave notice to stop the services. On June 15th, 2013 [redacted] was sold and we gave them the name of the new owner. Unbelievable or not, today I received another bill with a warning that if we wouldn't pay $91.26, the account would reflect badly on [redacted]'s credit report. I am pretty sure [redacted] wouldn't really care anymore, however, the assistant of the trustee called again today (case # [redacted], when she was informed that the account can't be closed because now there is a name on the account we have never heard before: [redacted]. Also Hughes Net confirmed the address of the service location [redacted] Trustee explained that we a) haven never known a [redacted] and b) [redacted]is wrong. It has always been [redacted]. The answer she received was unsatisfying: oh well, there is nothing we can do. We have that address and without [redacted] we can't close the account! What the [redacted] is going on? I am appalled of Hughes Net business practices and customer service and will not ever recommend their services to anyone. They will not get paid $91.26 and the account can stay open forever because as I have mentioned: [redacted] sure doesn't care anymore. So they can either get their mess cleaned up or write off their "dead" account.Desired Settlement: Close the account!

Business

Response:

Review: My mother ordered Hughes net internet service prior to her passing on November 12,2013. I called to notify Hughes net of her passing and was told I could not cancel her service until I provided a death certificate. Meanwhile Hughes net continued to charge her account for monthly service. The death certificate became available on 12-5-13 and was faxed on 12-6-13. I kept the fax letter stating the transmission was complete. I called on 12-16-13 to go forth with canceling the account and they stated they haven't gotten the tax yet that I needed to re-fax and wait another 48 hours then call back again and do all this foolishness again, maybe if they haven't lost the fax again.Desired Settlement: I want service cancelled and her estate given the refund for nov and dec. I also want this company to provide some sort of compassion toward the family of those who've lost a loved one and now has to deal with this type of absurdity

Business

Response:

December 30, 2013

**. David [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted] – For [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 16, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding **. [redacted] has some concerns regarding the cancelation of her deceased mother’s, ([redacted]) HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate **. [redacted]’s account was activated on May 16, 2012. **. [redacted] contacted our billing support team on several occasions to cancel her mother’s account, unsuccessfully.

**. [redacted]’s account was not closed as requested on November 18, 2013. Hughes will credit and refund the service charges following her attempts to close **. [redacted]’s account. A two month service refund of $115.20 will be refunded, in the form of a check to the estate of **. [redacted] at the end of January, 2014 to the billing address on file.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request 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.

Sincerely,

Office of Executive Support

###-###-####

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I canceled my service and the company demanded I uninstall equipment of the satellite dish on the roof and then charged me $219.50 without my consent.

I canceled my service after moving out of state in February. When I called I wasn't even in the state I had the service, the representative I spoke with told me they needed a part off the actually satellite dish, I explained that I was not in the state to do so and was not comfortable getting on the roof and tampering with equipment that I have no experience with.

They told me if I did not remove it and return the piece I would be charged $200. They refused to send someone out to remove it that was qualified because I wouldn't be there to receive the part and they said there tech's are contracted out and do not work for the company.

Today well over few months with no notice what so ever, they charged my bank account $219.50 causing my bank to overdraw.

I already paid over $300 to end the contract and do not think it is right to ask someone to get on there roof and risk there safety to remove equipment that the company should be responsible for.Desired Settlement: I at least want a refund for the amount they charged me for equipment that I have no experience with or access to. But would also like all overdraft fees returned to me since they took the money from my account without consent.

Business

Response:

May 19, 2014[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on August 25, 2013. On February 18, 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 $340.00. Regarding **. [redacted]’s request to receive a refund for the unreturned equipment fee, Hughes’ subscriber agreement contains specific language that states there will be a fee for unreturned equipment; “Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased):Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. The equipment must be received in good condition within 45 days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply). An Unreturned Equipment Fee of $300 will be charged to your account for Equipment not returned within the allotted time frame. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.”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 unreturned equipment fee. In light of the difficulties **. [redacted] experienced with our service, we will issue a credit of $219.50 to his account representing the unreturned equipment. That amount will be refunded to the card on file. Per the subscriber agreement, Hughes isn’t responsible for overdraft fees. It is advised that **. [redacted] request his bank to waive the fees as a courtesy.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]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I got internet services with this company which I had was to pay for up front. I called many times to complain about the services aren't working they fiddled with the services over the phone and always told me "Give it 1 hour and it will be working fine" and of course it never did. I dealt with this for 3 weeks and I had enough and canceled my services. I want my money back due to the none working services and they refuse to honor this. Now I got another charge to my account months later for $212. I just want my money back and to be done with this company. Thank god I canceled my bank account to the credit card I have on file with them because they will be charging my account for outrageous charges.Desired Settlement: I want the total amount spent on the services to be refunded back to me in a check and mail to my P.O. Box

Business

Response:

September 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 letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on May 6, 2014 and requested to cancel her service on May 27, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $69.98, however there is nothing to refund at the moment because there is a balance of $142.02 after the credit placed on the account. There was a charge of $212.00 assessed to the account for unreturned equipment which consists of the radio transmitter that is attached to the arm of the dish. We can provide a prepaid label if needed for the radio to be returned without incurring shipping charges. Once the radio has been returned, the $212.00 will be credited to the account which will leave a credit balance of $69.98 to be refunded. 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]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. But since I've canceled services with them I've called multiple times to get a box with a return label to return there property and as of yet I haven't received a box to do so. I've called the same day I made this complaint with Revdex.com and again few days ago. I refuse to spend any more money on this company to get a box and shipment costs.

Regards,

Review: I purchased hughesnet internet on 11-14-2012. I payed 468.97 for it. The only reason I got it was because my relative was a sales agent through world venture and he was telling me I should get it. With one computer going at first it did alright but now that I have netflix and x box live it's horrible. When I talk to the customer rep he said If I want to play online I should not host a game because there well be a big latency. I did not know that I couldn't play online when I got hughesnet and I resent the way in which it was promoted to me. I got x box live and netflix in febuary I believe. I lose my connection frequently and it won't play so I plug the xbox directly to the modem and it still won't play sometimes and there is nuthing obstructing the dish nor is the weather conditions bad I have made many calls to you guy's and spent hours on the phone and I have only had it for 5 months. It is too unreliable and it is waste of my time to keep contacting you guy's. The cancelation fee is 355.00 before taxes right now so I will have spent 1143.34 plus the tax of the cancellation fee for 5 months of internet that I can't use youtube on my x box with I can't use netflix hardly at all or I go over my internet limit. That's 228.67 a month. I was never told that when they upgraded me to the power pro plan I would pay 71.61 that first month I did it instead of 61.94. My satelite is on the front of the house and you guy's want to charge 180.oo to move it so I didn't do it. I am about to be taking online classes and test and when they start a test they put a time limit on it and if you get offline and can't get back on the time on that test still runs so you can fail just by losing your internet connection also if your internet connection is really slow you lose time submitting your answers so I have no choice but to cancel my service with you guy's. I also lose way too much time getting nuthing done on the phone with u guy's and having technicians coming over. Last time I checked my speed it was 0.14 downstream and 0.22 upstream which is way different from what you guy's promise. They said it was cause I used all of my usage up and my comp tokens which takes no time to do. I have called you guy's 27 times since I first got hughes net.Desired Settlement: free cancellation and my purchase of the equipment renewed in full

Business

Response:

April 25, 2013

Review: I signed up for the basic service with this company in Dec. 2012 but was never receiving anywhere close to advertised speeds. I called and called and called and have spent more hours than I care to think about trying to get this issue resolved. A manager upgraded me to the 79.99 plan and still not getting anywhere close to the speeds I should have been getting with the 59.99 plan. A technician was here yesterday and found nothing wrong on this end. Again today I am on the phone and all that can be done is another upgrade to the 99.99 plan. I feel like despite the credits and discounts that I am being led down and merry road to steal my money and not deliver the services promised.Desired Settlement: I must have the upload speed of 1.5 Mbps, 2 is what is promised and I have averaged .86. I am on the verge of losing my job since I work from home and there is no other High Speed Internet provider in this area. Although Comcast has the cable rights and is listed as providing service in this area. As far as a resolution, I just need service that works as advertised and promised without costing me an arm and a leg.

Business

Response:

May 2, 2013