Hughes Network Systems

Review: We had been very dissatisfied with our internet service and waited until our 2 year contract was over before cancelling. We called in on 3/15/2013 to cancel our service. They said that it was done and gave us a cancellation number. On 3/19/2013, I was looking at our bank account and noticed that on 3/18/2013 they had charged us with ANOTHER month of service (which is paid in advance). I called in and they said that they had talked to my wife and not me, so the service had not been cancelled since the account was in my name. This is not true because when they told my wife they had to talk to me, she put me on the phone and I am the one who cancelled the service and wrote down the cancellation number.

So, they transferred me to the cancellations department where I demanded a refund of the amount debited to my account 3 days AFTER I had cancelled the service. They informed me that there would be a $25 fee to reactivate the account and process an "immedaite" cancellation request. Question: If my account had not been cancelled (as I was told), then why do I have to pay a $25 fee to re-activate it and cancel it again? Also, If the account WAS cancelled, WHY was my account debited 3 days later for another month of service? I served my 2 year comittment to the contract and paid "out the nose" for horrible internet service. I got so that I RARELY even turned on my computer because it was so frustrating! I did my part to honor my agreement and now I am being robbed of my hard-earned money with bogus charges!Desired Settlement: I would like the service cancelled as of 3/15/2013 and ALL charges to my account since that date refunded IN FULL.

Business

Response:

April 2, 2013

Review: We were not informed of installation and equipment fees.

On March 30, 2013 I ordered internet service by phone via Hughes net toll free number. I gave them all the neccesary info, ssn, address, phone needed to process the order.We were under the impression that installation was free as advertised on the I nternet. The phone number associated with our account is [redacted]. The installation would be a few days later. On April and installation guy came and installed with no problems only that he informed us that we would have to buy our own wi-fi router when the sales rep said we would be provided with one. Then on april 10th we found a 440 dollar charge on our checking account via our debit card which we provided for monthly charges. Immediately my wife, [redacted] called the toll free number to find out what the charges were for. She was told that there was a 199 dollar installation fee and 199 dollar purchase price for the equipment. Our problem is that we were not informed of these fees. We thought that installation was free as advertised and there would be a rental fee for the equipment. She went through several sales reps and given a few case numbers, such as #[redacted], #[redacted] and one other which I cannot find. [redacted] spent hours on the phone with different reps due to calls being dropped. After finally speaking with someone in Account managemnt on april 11th, [redacted] was told that we would not be refunded any monies unless we cancelled the account and even then we would only be refunded UP TO 200 for the equipment after we removed and sent back the equipment. They would not refund the installation fee. We feel that this money has been STOLEN from us! If we had KNOWN of the charges, we would NOT have ordered the service. Even when the installation tech came and [redacted] signed papers, there was no notation of fees on the contract papers. We are due a refund due to fraudulent sales practices.Desired Settlement: Cancellation of our account and a refund in the amount of $440 which we did not authorize. Also, a installation representative should come and remove the equipment.

Business

Response:

May 13, 2013

Review: Already have had problems with this company, they settled for no increases for 2 yrs, one month later, increase, they said no taxes now there is about six. You have a record of other indivduals and I submitted and this site is the worst I have ever used. I also have a tape(for quality purposes), from DC of a company REP. They also used my credit card for billing after I chose not to use it.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Removal of all equipment and repair to my house, FCC investagation of illegal advertising and fraugulnet billing.

Business

Response:

May 14, 2013

Review: I contracted with HughesNet on approximately January 2013 for internet services. Since the day this service was installed, I have had numerous problems. Sometimes the service works and sometimes it does not. The days when it does not work there are not weather issues to interfere with the service. I have called numerous time to complain about the services with no avail. I have requested the contract be cancelled two time and each time they want to run test on the system with no improvement of services. I previously had service with a cell phone carrier with no issues or problems. Now they are telling me that they need to send out a technician. The technician was supposed to come out today and the tech called to tell me he can come today but he can not fix anything if he comes because he has no parts. I just want my service contract cancelled due to the face that it does not work and when it does work it does not work correctly. I am tired of getting dropped from my school websites or having to reset their modem and restart my computer every time I use their service just to try to connect to the internet. This is one of the lucky time that I have been successful at connecting to the internet without getting dropped. I would also like to be refunded for services not rendered.Desired Settlement: I would like a refund for services not rendered and cancellation of contract without an early termination fee or any type of fee.

Business

Response:

June 21, 2013

Review: For the past 4 months the internet service has been very bad. It takes sometimes 5 minutes to load a page. It has progressivly gotten worse, often saying "Page can't be diplayed" Several calls have been made to hughesnet regarding this problem, and their solution is to pay for an upgrade to Gen4 which would include a new 2 year contract with no guarentee that the service will be any better. Two of the phone calls were quite lengthly the most recent being on Wednesday June 16th, I was told they would monitor the service and call back after a 24 hour viewing of the service. Today is 6/25 and we still have not received a phone call. I am paying over $60.00 a month for internet service that is completly inferior to the advertised service. We requested they come out and look at the issue and maybe move the satalite, I was informed if they did this there would be another service charge. This is again, unacceptable. If I am paying for internet service I should expect to be able to use the internet and nto have to wait 5 minutes for a page to load. A note, I have a brand new professional grade computer with all the high technology so it is not my computer.

So, not only is the internet quility very poor, so is customer service as they have not called back. Again, each time I call they want me to upgrade at my expense to Gen 4. I believe this is a gimmic and they are comprimising the service so I will pay for the upgrade. THe call back case number is [redacted] with no call backDesired Settlement: We expect what we are paying for. Internet service that works. They need to come out and maybe adjust the satelite, I am not the professional they are, they should know what to do to fix the internet without expecting me to pay more for service I am paying for. Previously the internet was satisfactory for satelite service, just the past 4 months it has declined tremendously. In addition to correction of service without charging me more, I would expect a discount for the past four months of inferrior service. My account can be checked for the amount of times I have called in the past 4 months with each representivie telling me I need to upgrade and pay for it.

Business

Response:

July 15, 2013

Review: We were told it would be 4 times as fast as our ATT DSL, so we ordered. It's half as fast.

My husband and I have spent 6+ hours talking with several people in order to cancel this misrepresented service with increasing frustration to no avail.We have had technician back twice and all they can say is it is to speck.But we only agreed to pay a higher cost to get a faster service. Technician said this happens not infrequently.Sales over sell. But Hughes is obviously not controlling their contract sales force.In this day and age we cannot believe a responsible corporation would put us through this. Very disappointing doesn't cover our distress.We have never contacted Revdex.com as a consumer before and my husband is 73. Our company is also a Revdex.com member in good standing I might add.People need to know what this corporation is like. Our next step will probably be small claims court.

Thank you,

[redacted]Desired Settlement: OUR money returned including the router and extender.

Business

Response:

Review: not able to deliver expected internet service

HughesNet's service is not usable for me. I have gone back to my previous internet provider. I am not able to resolve my complaint/dissatisfaction with [redacted].

I was sold a 20+mbps service that is not available

I have made requested returns. A bolted dish is still on my roof. Roof repairs and dish removal are requiredDesired Settlement: three months of service fees plus a early termination fee.

3x $75.00

6/21/13 $385.00

Plus $350.00 removal of dish and roof repair

$960.00

Business

Response:

July 23, 2013

Review: hello, I have had internet issues , including e mail. I have lost a job because of these issues. I cannot get e mails from outside domains.

no e mails from outside domains since july 1st..hughes has contacted me several times and no help. I was to receive video training from my company and because of not receiving them I lost my job. even today july 11th still no issues resolved.the company stated everything is fine.I also had issues with their wireing. they came out told me there was no charge then charges my account $126.00. they since returned 62 of it. this has been on going for the whole month.you may want to call me for im still not getting e mails..Desired Settlement: I believe I should be compensated for my job loss, and a credit for a whole month of no e mail access.I have several case numbers if needed. thank you

Business

Response:

July 30, 2013

Review: When I first signed up with Hughes Net, I was told I had free time between the hours of 2:00-8:00 a.m. Starting with June and July 2013, Hughes Net has been taking my bonus bytes during those hours. When I called them to complain and ask why they were doing this all of a sudden when they haven`t been doing this before, I get a different story every time. The last time I called I was told I never had free time during those hours. That is a big fat lie. I am tired of this company`s lies. I cannot get a straight honest answer from them.Desired Settlement: I would like my free hours back for the remainder of this contract like I had from the beginning of my contract. Also I would like my free hours back from June and July 2013.

Business

Response:

July 15, 2013

Review: Hughes net double charged my credit card.

Hughes net installed Satellite internet service at my home in Oct 2012. My credit card was charged 464.47 on 10/24/12. The service did not work, and after two technical assistance calls and a site visit from a technician, I canceled the service within the 30 trial period based on the technicians suggestion. Hughes refunded me $17.17 on 12/14/12 for the account set up fee but refused to refund the charge for equipment until it was returned. Hughes net would not tell me where to return the equipment, and said they would send someone out to get it. After 2 months of waiting and many calls to Hughes net without any resolution, I called my credit card company ([redacted]) and started a dispute. [redacted] reversed the charges of 446.73 on 2/8/12.

[redacted] contacted Hughes and got the address to ship the equipment, instead of waiting for someone to pick it up. I agreed to ship the equipment myself, and [redacted] re-credited Hughes the reversal of 446.73 on 3/13/13.

I shipped the equipment to Hughes.

On 4/6/2013 Hughes charged my credit card an additional 446.73. I called Hughes and they refunded the charge for the equipment, $200 on 5/13/2013, but refused to refund the duplicate charge of 446.47 that occurred on 4/6/2013. Attached are copies of my credit card statements and a spread sheet summarizing all of the charges and credits. Hughes net still owes me 495.03. I have called many times and faxed over all of my credit card statements, and they refuse to refund money. So far I have been charged a total of $495.03 for a service that never worked.

[redacted] contacted Hughes and got the address to ship the equipment, instead of waiting for someone to pick it up. I agreed to ship the equipment myself, and [redacted] recredited hughes net the refund of 446.73 on 3/13/13.Desired Settlement: Hughes net still owes me $495.03

Business

Response:

Review: I have been having a problem with my internet for the last month we keep calling them and they say there is nothing wrong now they r sending a tect out to fix the problem but they r charging me 29$ to have them come out and will not credit any money back for the time we could not use the internet they said there is a problem with our satellite ailment I don't see why I have to pay to have them come out to fix there equipment that they put up.Desired Settlement: get a refund for the past month and not charged to have it fixed

Business

Response:

August 19, 2013

Review: I signed up for this service due to no other options. The company added charges that I did not ask for. I received my first bill on day 30 an hour before they withdrew the money from my account,and 4 hours after the 30 day deadline so that I could not cancel my services. When I called them to find out about the 30 day trial to cancel service due to not being happy with the service I was told that it was day 30 and I have been locked into the 2 year agreement or I would have to pay $400 cancellation fee. I explained that I had just received the bill through email and an hour later the money was withdrawn. I received no other notification on this account other than when I first signed up. When I asked if there could be an earlier notification of billing the lady laughed at me. That is when I asked if I could go ahead and cancel the service since she had already told me that it was day 30, she then told me that I should have called in the day before since the service had already been locked in. I was told that I needed to go to the website to set up getting notifications for billing if I wanted them earlier than the same day of payment.Desired Settlement: I want to be able to cancel my service, due to fraudulent and misleading billing practices, without being charged $400 and to have no other commitments to the company. I believe they do this intentionally to lock their customers in to a 2 year contracts.

Business

Response:

October 7,

2013

Review: The company has taken money from my son's account twice without permission from him to do so. My son paid my bill one time on line to help me out and hughesnet changed my billing from invoice billing to automatic billing and has kept my son's card number to do so. This see** to be a standard practice for them. I have spoken with them and they state that they do this anytime a card number is used to pay a bill. My daughter in law asked them to remove her card number and they did not, causing them to remove money from their account. The charges were not authorized and after arguing with them several times they refused to refund the money to my son and daughter in law. I never authorized my account be switched from invoice billing to automatic pay.Desired Settlement: They need to know that they cannot just change an account from invoice billing to automatic pay without the permission of the customer.

Business

Response:

December 17, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate the service was activated on September 6, 2011. Regarding **. [redacted]’s concerns with the online portal to make one-time payments, when making one-time payments on Hughes’ online portal there is a checkbox that’s auto selected and the user should unselect it if they don’t want to have their account set up to automatically be debited via e-check or have their credit card information saved because the system will automatically debit a current balance once the bill generates.

We understand the site that is currently being used to make one-time payments can seem a little confusing and we are currently exploring the ability to design the online portal to allow a one-time payment without having to uncheck customer’s card or bank information being automatically saved. We have explained in detail how the billing system currently works and the fact that the charges are valid on December 17, 2013.

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]

Review: I have had issues with the HughesNet service I have for years. The most recent issue is not being able to access the internet at all. We have spent 15+ hours on the phone with technical support. As a result of this last issue, I attempted to sell shares of [redacted] stock, 70 shares to be exact. [redacted] and [redacted] are merging and the deal was completed on Monday December 9th. This deal would create a new company and my existing shares would be traded over at an extremely low rate. This would result in my portfolio value decreasing more than $700 dollars. To avoid this issue, I attempted to sell my shares on Friday December 6th, to retain the value. My HughesNet service unexpectedly failed and I was unable to complete the transaction. In addition, upon calling tech support, they wanted me to pay for the new modem to sent, even though we just went through replacing three modems in August of this year, a fact that the company has on file. With this stock issue, I called and asked for a corporate number or higher up level of management, and they refused to provide me a phone number to contact them about the issues. HughesNet is the only provider available to us, or we would change. We are stuck in a contract with them as well, so I would like compensation for the troubles I've had, and a way to contact the company.Desired Settlement: Compensation for losses.

Business

Response:

December 18, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on June 12, 2009. **. [redacted] began to call in June of 2013 with concerns that his usage was being affected without him using as much as was being consumed. On August 1, 2013, **. [redacted] received a three month credit in the amount of $149.99 as a courtesy. The next communication with the company was on November 18, 2013 with a concern that he was experiencing slow or no browsing. **. [redacted] was assisted by technical support and received a service credit in the amount of $97.08.

At this point, we have exceeded the amount of credit that can be applied as a result of down time or issues with the service. It has been explained to **. [redacted] that we will always have no issues crediting him for any down town with his service, but unfortunately we can’t compensate him for any personal losses as a result of problems with his service. We informed **. [redacted] of our decision on December 18, 2013.

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]

Review: I signed on with Hughesnet after being assured that it would stream my [redacted] videos through my new [redacted] HD. My old internet service told me I needed a high-speed internet service to do this. I also told Hughes that I had a telephone that required the internet. They did not ask me what service I had. After having the equipment installed, which I bought, I immediately began to have proble** with it. I was constantly on the telephone with Hughes telling them I could not stream as promised and that my telephone service would come and go. I was told that I didn't have enough time on my contract to stream as much as I wanted and was offered more time for $10.00 a month. I asked them if I could buy it as needed as we traveled and were sometimes gone and didn't need the extra time each month. I was assured I could. I was also told that I should contact [redacted], my telephone service to see if the problem of losing telephone service was theirs. [redacted] informed me that Hughes was the worst internet service I could have for their telephone compatibility. I then started looking for a new service and found one. I had it installed and called Hughes to cancel. Instead, they offered me a free upgrade and I told them I wasn't interested. When I asked to speak to a supervisor, they put me on hold and never came back. I sent a letter to the corporate office and it was never acknowledged. In the meantime, I was billed again. When I called again to cancel, they would not connect me to anyone authorized to cancel my service and I was billed yet again. I finally was able to cancel today, but not before I was told I had to pay a $255 cancellation fee and the last 2 months payments, even though I had attempted to cancel out in November.Desired Settlement: I feel that the cancellation fee should be waived since I never had good service to begin with (constant rebooting, not being able to stream much even though I paid a higher fee to do so, losing my telephone service). I also feel that I deserve an apology for my cancellation not being handled correctly the 3 times I contacted Hughes.

Business

Response:

December 30, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

“HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” In addition, actual speeds will vary based on the amount of traffic on the internet, the content on a particular website, or by the overall performance and configuration of one’s computer.”

Our executive customer support representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to a hardware termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have issued the additional credit for the early termination fee to her account in the amount of $255.00.

If **. [redacted] has any additional questions she may contact me at the number below.

We sincerely regret and apologize for any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I'm writing this on behalf of my parents who are not as technology minded as being they are elderly. They reside in [redacted], Indiana who was primarily a [redacted] provider but when the [redacted] buyout was announced the horde of internet providers came into town at a rate that would have made the 16th Century warlord Genghis Khan jealous of their tactics. My parents were told that HughesNet would provide better internet speeds and a better overall internet experience if they switched. all with a lower price. Of course my parents god love them but of course they switch. A few weeks go by and while i'm away at college they praise the new internet. And I paraphrase, "[redacted], it's a better experience with HughesNet than we ever had with [redacted]." My parents would pull in internet speed at an average rate of 15mbps download speed with [redacted]. I arrive home from college for the joys winter break after surviving the harsh senior finals week before me to find my parents internet unable to load a single internet page within 3-4mins. I properly run a speedtest and find their internet is running at a 0.03mbps internet speed. A 0.03 INTERNET SPEED, YES YOU HEARD ME RIGHT, 0.03MBPS. I thought to myself; You have got to be joking. I run an IpConfig through MsDos, log into the router to reset it with the hopes its just a router issue, to my amaze I find nothing. Internet is still running at the rate of paper and pencil, a dull pencil the type ran all the way down to a nub that no one can properly hold leaving those scores on the palm of your hand pencils. I call, and let me describe this wonderful experience of customer experience as a cross between black Friday crowd control and a summer pool boy at a retirement home frustration for their customer service experience. The costumer service rep promptly informed me with a smurk only Dr. Evil would envy that they have date limits on their accounts, all of them. I ask my parents, how could you sign up for an internet with data limits? They both after a elementary style lecture on internet that they were never informed of data limits with this internet provider. They salesmen must have been so excited with making a sell that he failed to mention that my parents would be repressed to 20gb of data a month for their internet. Sign, sealed, and delivered the contact was to a tune of Tina Turner they are in for the next year with this lovely service. My parents signed a contract without being informed and warned of this companies business practices and their data limits. This company took advantage of two elderly people who have no idea of what Gb are let alone data limits, shame of you HughesNet, shame on you..Desired Settlement: I want to be able to break their contract and return all HughesNet owned equipment with no early termination fee. Your contract was signed by my parents, yes. But you failed to inform them how this internet serivice would be different from their last. Not once, not a single time did you inform them that they would be put on a datalimit that would be slowed down once they reached their limit. And then you have the audacity to call them and talk them into buying tokens to speed up their internet. Is this [redacted] of a moral, ethic internet service? Additional action will be taking with the State Attorney Generals office if failed to reach an agreement.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 19, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. **. [redacted] is filing on behalf of his parents and we have been unable to determine any site information.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his parent’s account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: On 12/12/13, I spoke with a Hughesnet rep., [redacted] to order internet service for my home. Iwas informed by [redacted] that I would have to give them my debit card information, because there was a one time fee of $40.00 just to establish I had an active account. The $40.00 would be returned in about 3 days. My installation date was scheduled for 12/13/13, to make sure someone was home to let the technician in. The equipment was installed on Fri., the 13th, upon completion of the installation, my son signed the paper, noting that the job was done, and the technician left. There was no copy of the signed paper left. Looking at my bank account on Mon., 12/16/13 I noticed there was a fee of $353.47 deducted from my account, as well as the $40.00 that I had agreed upon. When I called the company to find out the issue of these monies, after much transferring, I was told the monies was the purchase of the internet equipment. I told the company I never once agreed to purchase any equipment. I was told of the one time fee of the $40.00, and what my monthly payments would be, and nothing more. All I kept hearing was, "I'm sorry for the miscommunication", but no resolve to me receiving my $353.47 back. I was then told, well what if we lease the equipment to you for $9.00 a month. The lease is what I thought I was getting in the beginning. [redacted] never once said you are purchasing said equipment. How can I be charged for something I NEVER agreed upon.Desired Settlement: To have my money refunded back to me. I will be returning their equipment back to them.

Business

Response:

December 31, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 17, 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 that **. [redacted] has some concerns regarding the sale conversion from a purchase plan offering to a lease plan offering process.

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 December 13, 2013. **. [redacted] had expected to be

on the Lease program, but the sale was entered as a purchase option, creating some banking issues for **. [redacted]. **.

[redacted] had ordered her service though a third party sales source, [redacted]. The order is in the process of being corrected.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has refunded the

difference in the purchase to lease cost, in the amount of $308.67 on December 30, 2013 to **. [redacted]’s credit card on file.

As an executive courtesy, Hughes will issue a $10.00 the next 12 month service credit to **. [redacted]’s account once the account has been corrected.

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.

Sincerely,

Office of Executive Support

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Review: I cannot use internet due to incorrect charges company has again begun adding to my acct. Previously corrected by [redacted]/adv billing but started again.

I filed a Revdex.com case in July 2013 when Hughesnet was adding charges to my acct that were not disclosed to me at time of startup of service and had, without authorization, taken money out of my checking account. [redacted] from Hughesnet advanced billing contacted me via email regarding my Revdex.com complaint and corrected my bill and removed all of the charges. My bills have been correct since that time (Aug-Dec 2013) with each of my bills being $62.88, except for one month when I did purchase a $5.00 restore token. This month, my bill suddenly jumped to $180 which is three times the normal bill and, again, Hughesnet added multiple incorrect charges to my account. I have had to call 3-4 times a day trying to get them to remove charges. They still have not removed the $9.99 rental fee and prorated $3.33 rental fee which were some of the charges that [redacted] from advanced billing in June stated I did not have to pay and have not been on my bill since my previous Revdex.com filing. Suddenly, Hughesnet again began adding these charges. I have paid my normal bill amount of $62.88 for January and my next bill is not due until Feb 13, however, Hughesnet has refused to remove these incorrect charges despite them not being on my previous bills and has refused to remove the pop-up window that keeps me from being able to access the internet. I use the internet both for my job and also for my children for their homework. Yesterday, I called and spoke to a female representative who stated she could see the error and would have the pop-up window removed within an hour. When it still did not go away, I called again last night and spoke to a male representative who verified that the female representative had put a note in the system stating that she had told me that the window would be removed, but he stated that he now would not remove it unless I paid the incorrect charges. Today, I chat messaged with a representative online and she stated that she could see that I have not been charged those fees since my previous Revdex.com filing was handled by [redacted] in their advanced billing dept in July, but that they still would not remove the incorrect chages now even though they are the same charges he removed in July and I have not been billed for since July. During this most recent call with Hughesnet, they have stated that instead of removing the charges that they want to again call me via telephone despite the fact that I have now spoken to them more approximately 10 times and they have still failed to remove the pop-up windown. I want the pop up window removed so I cann access the internet service I am still be billed for and the incorrect charges removed. I should not have to call 3-4 times a day and I should not have to fight to have a bill corrected that has remained consistently $62.88 and then jumps to $180.00 when nothing has changed with my usage.Desired Settlement: I want the pop up window removed and the incorrect charges removed from my account.

Business

Response:

February 10, 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 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 May 13, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted] called and had concerns about what she was being charged for beginning with the second bill. **. [redacted]’s first bill consisted of monthly service in the amount of $59.99 plus $9.99 for the modem rental and $11.95 for express repair which can be removed at any per the customer’s request and a $20.00 service credit for three months. While speaking to a member from our department in June of 2013, **. [redacted] indicated that she wasn’t informed of the lease fee and wanted to remove the express repair. The charge for the lease fee was improperly removed and **. [redacted] wasn’t billed for it from July thru November of 2013.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We have waived the current balance of $58.07 and explained in detail the validity of the lease fee. At this point **. [redacted] has requested to keep the service canceled and has until March 30, 2014 to reactivate it. **. [redacted] has also been informed of the early termination fee should she choose to keep the service canceled. We informed **. [redacted] of our decision on February 10, 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,

Executive Customer Support

[email protected]

Review: My wife signed us up for HughesNet internet and telephone service because it was recommended by [redacted] as a very compatible provider for satellite television. When discussing the service with my wife, the customer service representative (CSR) asked standard questions regarding internet usage. My wife responded to those questions stating that we use the internet for researching information on the internet, email, social networking, and watching on-demand television and movies. The customer service representative stated that the policy that would meet our needs would be the NextGen4 with 5G of service.

For the first two months of internet we were pleased with the service but we did not attempt to watch on-demand television or movies. By December (our third month of service) we were having issues downloading a movie on-demand. This was on the 2nd of December. We continued to have problems with on-demand service until my wife called HughesNet on December 7th in order to attempt to resolve the issue. The CSR was polite and told my wife that we had used up our bandwidth on the 2nd of December when it was just reset on the 1st. My wife then explained again to the CSR what we used the internet for and again the CSR stated that for our needs, the 5G should meet those needs. The CSR gave us 2G of bandwidth to help with our troubles. We continued to have problems with on-demand movies and television shows and suspected it was a problem with our equipment and decided to wait until January to contact them again.

Two days ago, my wife contacted HughesNet again to talk to a CSR about the lack of service being provided as we attempted to watch a show on-demand and the show would not download. The CSR gave us 4G additional bandwidth which allowed for the downloading of one show from on-demand and while attempting to download a second show, the bandwidth was to slow and we were only able to download 55 minutes of an hour long show.

My wife called HughesNet again tonight in an attempt to resolve the issue. The CSR she spoke with informed her that we would only be able to download two HD movies or two to three HD shows a month on-demand. Though we do not watch a large amount of on-demand television, to think that 5G a month would be suitable for us, as we were told during the sales presentation, is outrageous.

Fed up with the service we received from HughesNet, my wife contacted another internet provider who stated that we would receive phone and internet service along with an additional service for $10 more per month than the $97/month we are currently paying and this plan offers unlimited bandwidth. When my wife talked to HughesNet about canceling our service, the CSR stated that it would cost $460 to cancel both the internet and phone service because 20 months still remains on our contract for internet and 8 months remains on our contract for phone. This means that the misrepresentation by the CSR is going to cost us $460 to cancel a service that doesn't meet the needs identified by CSR when they stated it would. There is a general understanding that if someone cancels a service because they simply don't want or need it then a penalty or buy-out of the contract is required. The problem with this fee is that the service promised doesn't match up to the service provided.Desired Settlement: We understand that it is unrealistic to expect not to have to pay some sort of fee for canceling our service early. Our desired outcome is to meet in the middle and be able to buy out of our contract for $230. We were misled by the sales presentation but we also signed the contract so I believe it should be a shared resolution.

Business

Response:

February 10, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. Dennis:

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. 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]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

After further review, we will cancel the account waiving half of the early termination fee. We would need **. [redacted] to contact me at the number below with his preferred cancellation date. **. [redacted] needs to ship back his equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment 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. 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

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[email protected]

Review: Internet service that was provided was unusable due to slow connection speed.

I signed up for Hughes net internet service in Nov. 2013 they immediately charged my bank account $61 for the first thirty

days. The person who took my order said if I was not happy with it I could cancel within the first month. Well the first month

I called about the slow connection speeds. While the people I talked to were nice they did nothing to help. At the beginning of

the second month after they took another $61 my connection was slowed to a point where it was unusable. I immediately contacted my bank so they could not charge me again. I called Hughes net and explained the situation and said I would like to return their equipment since I would not be allowing them access to my bank account. After many calls re explaining to them I finally got

a box for returning the equipment.. On Jan. 21 2014 I sent the equipment in the prepaid box they provided. I thought the night-

mare of dealing with Hughes net was over. That was until today Jan. 30 when I received a letter from a collection agency

for $700+ dollars. I will be filing as many complaints as I can think of to try and alert people to this horrible company.Desired Settlement: At this point I want Hughes net out of my life. I feel I was lied to and they misrepresented their

service. I returned the equipment as they requested.

Business

Response:

February 18, 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 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 October 4, 2013. On October 17, 2013, **. [redacted] called to state he was experiencing slow browsing but wasn’t near his modem to troubleshoot with technical support. **. [redacted] was advised on how to check his speeds on Hughes’ customer support center and advised to call when he was at his modem to troubleshoot. On that call, **. [redacted] stated that he was thinking of canceling his service and agreed to call back. **. [redacted]’s next communication was on December 4, 2013 asking where he can send his equipment. There was an attempt to transfer **. [redacted] to account management to follow cancellation procedure; however **. [redacted] disconnected the call prior to being transferred. **. [redacted]’s account was canceled on January 4, 2014 due to non-payment. On January 18, 2014 his account was billed in the amount of $716.17 which included a $400.00 early termination fee.

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 of $236.12 to his account representing half of the early termination fee and the remaining service charges. In addition, **. [redacted]’s account has been credited in the amount of $322.50 for received leased equipment. The remaining balance on the account is $200.00.

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

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[email protected]