Hughes Network Systems

Hughes net is the worse internet company to deal with, they do not explain a thing when you contact them, they do not ask any questions, all they are interested in is getting you to sign up for their services, then when you discontinue their services, they will not refund any of the payment you made in advance, they charge you one month in advance, so when you go to another carrier, and you contact them to cancel the services, they leave your account open whether you are using it or not, apparently Hughes net is sooo poor, they can not afford to refund any one any money,
THEY ARE ONE OF THE WORSE COMPANIES TO DEAL WITH, THEY ARE ALSO ONE OF THE MOST EXPENSIVE INTERNET COMPANIES To DEAL WITH .
I WOULD NOT RECCOMEND THEM TO ANYONE, NOT EVEN MY WORSE ENEMY.

Review: I obtained service with Hughes Network Systems, LLC for satellite internet in February 2012. I have had service issues off and on since I signed with them. However, in September 2013, my internet service was terrible. 12 out of 23 days in September I could not log on. I contacted them, they said they would send a technician at my expense. Why should I pay for faulty service or equipment that I am renting? They agreed to send a technician for free. My neighbor is a computer technician, so he came over and talked to them, and somehow got the internet to work again. It worked 4 days, then was out again. Getting HughesNet to make a service order was like pulling teeth, they would give me confirmation, say they would send me an e-mail and have a technician contact me. This never happened, so I called back again. I have spent hours upon hours on the phone with them. One person told me I have to contact the technician myself, the technician told me that is not how it works, that if he doesn't have a service order, then I get a bill from him. I tried to cancel my service, I got transferred around, one person said it would cost $165 to cancel, a manager said he would cancel it for free then transferred me to another person who said it would be $230. So frustrating and unprofessional, I finally cancelled at my own expense and obtained a different satellite company, and have had no service issues at all. Someone needs to speak out about this because it is just bad business, If I am paying my bill, I should have service. It almost makes me wonder if they were just trying to get me to upgrade to their new Gen4 service to trap me in another 2 year contract...

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

I do not think I should have to pay the early termination fee because I did nothing wrong, they could not resolve my technical issues in a timely manner. If a manager tells you that they will cancel your service at no cost, that is what should happen, not change it from $165 to $230.

Business

Response:

November 25,

2013

Review: We have had this service only since Dec. 21,2013. We have had to call due to down time several times every week or two. A tech has come out twice to change out their defective equipment. They also charge us $29.99 each time they come out for this defective equipment. This last phone call they said we have a bad router or a virus and we have neither problem. They always ask us what the weather is like and if there is anything obstructing the dish. We have had snow before and it worked. We are fed up with this service. We only have cellphones and are on a pay as you go plan and we have used waaay too many minutes on the phone with the personnel on the other end. I did not sign anything about an agreement of any kind either to stop service, but when I called and inquired about stopping service they say I signed a 2 year agreement with them and said I would have to pay 200 and some dollars if I shut down service.Desired Settlement: We would just like to have this service discontinued with no penalties, since I was not shown a termination policy and did not sign any agreement. The phone calls themselves have cost a fortune.

Business

Response:

April 12, 2014 [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, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns her HughesNet service. Regarding request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, 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 circu**tances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes will waive half of the early termination fee. **. [redacted] agreed to the terms and conditions of our service which includes a 24 month commitment by signing off on the customer acceptance form at the time of installation. Hughes has sent a copy to her email address on file. **. [redacted] would need to contact me with her preferred cancellation date. In addition, the equipment needs to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be sent to the address on file for the successful return. 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]

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: First of all, at the time of installation I was not shown any forms nor was I told of any agreement being made. After the install, I signed an electronic box which I was told was to confirm the work had been done. Second, the e-mail that was sent to my e-mail did not show a signature. I still have not seen an agreement that I signed on 12/21/2013, because I didn't sign one. Third, if the equipment was in proper working order we would not be in this situation in the first place. On our last call to technical support, somewhere in another land, the man told us he would not schedule a technician to come out since he believed our modem and or/router were not working. They have always and are currently working. This was the last straw which forced me to turn elsewhere. Fourth, my husband has determined that it must be HughesNet equipment errors, because when the service goes down, very often, he can go in and hit the web accelerator and it will begin to work again for a few minutes. However; we cannot use two computers at the same time. Should the internet work in the evenings? when a cloud rolls by? when a bird flies over? when the wind blows? when the dog barks? We mostly use the computers for our sports and general web surfing for research. We don't do music and pictures. What internet we do get is as slow as dial-up. At this time, we feel we need a technician to camp outside our home and be readily available for assistance when we have internet failure. I am rejecting HughesNet's offer at this time due to the mentioned reasons. If they could fix the problems that are continuing to shut down our internet and keep it running, we would be glad to have HughesNet, but this has been very inconvenient. If this cannot be fixed, I will settle for nothing less than them discontinuing service for no fees since I didn't sign anything mentioning an agreement. P.S.- the internet went down twice doing this letter.

Regards,

Business

Response:

April 24, 2014 [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, to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service. After further review, **. [redacted] was sent an email confirmation of her service order before install that outlines a 24 month commitment. After the install **. [redacted] had to click several drop down boxes and one of those boxes **. [redacted] clicked “[ Yes ] Subscriber Agreement Accepted During Service Activation“ **. [redacted] may view the terms and conditions of our service at http://legal.hughesnet.com/Home.cfm. In addition, our sales agent would have advised **. [redacted] of the 24 month commitment upon ordering our service. We have sent off for the sales call for review. Hughes will still agree to waive half of the early termination fee. We value **. [redacted] as a customer and would like to see if we can uncover any underlying issues with our service and meet her expectations. **. [redacted] may contact me at the number below for a convenient time to troubleshoot her service or cancellation of her service. 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]

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.

I spoke with [redacted] today at HughesNet and she answered further questions which I had for her. We agreed that if things go haywire with the service at a later time, that I would call her directly.

Regards,

Review: I live in [redacted], TX where there aren't many internet services provided in our area. The only company I was seeing that provided at the time we bought our house in February was Hughes Net. I called Hughes Net to get more information and they told me about their plans and prices and that I would need to go online to set up a service call for the installation, and I did. When their technician came out, I double checked with him to make sure they weren't signing me up for a contract. He said "No ma'am, you can cancel the service at any time." I had to call Hughes Net while he was there because they told him I wanted a landline telephone and I never signed up for that, just the wifi. I called and they cancelled it. The technician had me sign the paperwork stating that he went out there and set everything up and that I agree to their services. After that day, the wifi was okay but not as fast as they had said. I saw on their website that the wifi speed would vary OCCASIONALLY but not everyday. We did a PC speed test and we were getting way below what we had been promised then the internet just stopped working all together. I called on April 5th and stayed on the phone with technical support for almost 2 hours trying to get it resolved. They did tests on our modem and said everything was fine and they weren't sure why we're having problems. They couldn't get the issue resolved that day so we went without internet for almost 4 months. I called in the middle of July to cancel the internet, because I was tired of not having internet and paying for it, so we could try and find someone else and they said that I couldn't because I signed a 2 year contract and that it would be $350.00 to terminate it because of the equipment (which I paid $80.00 for when their technician set it up). I was very upset and told them I didn't sign up for a contract and was told that I could cancel at any time. They said they and every company has contracts for their wifi and I told them that was not true because we had [redacted] before we moved and we were on a month to month basis with them because we didn't want to worry about contracts or termination fees. After telling me there was nothing we could do and we would have to pay the $350.00 to cancel it, they offered to send a technician out to look at the equipment. The technician came out and said there was nothing wrong with the equipment and that it was slow because people were using our wifi. I knew he was lying because he said he didn't do anything to the equipment yet our light on the modem went from orange to green and I know people aren't using our wifi because it requires a password that nobody has except me, my husband, and our daughter. Last night, 08/12/14, my husband was trying to do his automotive training online and the internet wouldn't connect. The light on the modem was green but it was saying the internet was unavailable. My college classes start again on 08/25/14 and I can't use internet like this. I told Hughes Net when I called in mid-July that I want the time we went without internet and paid for it to go against the termination fee if the internet goes back to how it was and I have to cancel in August because the internet can't keep up with my online classes and my husband's online automotive training. I have a confirmation number for this query (paying for the internet service and not having internet) but I personally don't think they will offset what we paid against the termination fee.Desired Settlement: I would like what we paid for the 4 months without internet and what we pay for this month (the payment drafts around the 13th) to go to the "termination fee" of $350.00 and to be refunded the difference.

Business

Response:

September 3, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” Please be advised when Ms. Stratmann subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, we show there is usage for the months of May, June, July and August. We would like to restore [redacted] faith with our service and perform troubleshooting to uncover any underlying issues with her service. In light of the difficulties [redacted] has experienced with our service, Hughes can waive half of the early termination fee upon cancellation. Unfortunately, we will be unable to issue any additional credits to the account. [redacted] would need to ship back the equipment within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly for troubleshooting. 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. Thank you very much for your consideration. Ecole F[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. I would like for the termination date to be the last day of the cycle we are currently in and have paid for so the payment for the next month will not be drafted from our account. I would also like to know how the termination fees are settled: are they drafted from the account on file? Or will a bill be mailed for the $175.00? Please let me know this as soon as possible so we can plan our finances accordingly. Also, please mail the shipping information to where we need to return the equipment as soon as possible because I would like to ship the equipment the day after the termination date.Thank you for your help and courtesy to reach a fair resolution.

Regards,

Review: MY girlfriend and I lived in [redacted] Ma, where HughesNet internet was literally the only option. Our service was spotty at best. We had made some complaints throughout the 8 months we had their service, but with no other provider available, didn't have much of a leg to stand on. In June of 2014, we purchased a home. We called to have our service disconnected. At this time we were told there would be an early disconnection fee- we explained we were moving- and coupled with their poor service did not feel we should be charged. We explained that when we first signed up with them, we were told if the service was sub par, we would be let out of the contract. There was no end result to that conversation, but were given instructions about how to return equipment. Recently, I called to inquire about where to return the equipment. I was told that there was a piece on the satellite dish itself that we were expected to return. I repeated this to ensure I had this straight- they expected me to climb on my roof and remove a piece from the satellite to return. I was told if we did not do so, we would be charged over $100 for a technician to come out and remove it. We were NEVER told any of this. We are beside ourselves! We have not made any payments towards our final bill- as thus far it has not been corrected. We are being sent to Collections...and just want to resolve this. Our last call, as of today- was just as unproductive as the calls before. Can you please help us?

Product_Or_Service: home internet service

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

We would like to pay our final bill. We believe they should get their equipment on the roof of our old home, and not charge us for that. There should be no early termination fee.

Business

Response:

September 2, 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 September 27, 2013. On June 4, 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 $298.71. Please be advised that all customers have 30 days to cancel service for any reason without penalty. 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. Currently, [redacted]’s account has been charged $318.75 for unreturned equipment in addition to the early termination fee. Also at the time [redacted] canceled his service he had an outstanding amount of $132.70 for two months of service. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $149.35 to his account representing half of the early termination fee. We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but [redacted] will need to be on site when the tech arrives and [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dish. He should already have a return kit that was sent to him so that he can send the equipment without incurring shipping charges. Once we receive the equipment we will credit the account in the amount of $318.75. The unpaid charges for April and May of 2014 and half of the early termination fee are valid charges. 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.]

We are very happy to hear accommodations have been offered. It is too bad this could have not been offered directly to us- as we could have avoided wasting the Revdex.com's time.We would like to be contacted to set up a time to meet a technician to remove the remaining piece of equipment from our from our former home. We would like to be assured that we will not be charged for this service call- as we were originally told we would be.

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: When ordering internet service from Hughesnet I was talked into purchasing the equipment because the sales person told me that I would get a $200.00 rebate plus if I ever decide to cancel the service Hughesnet would buy it back basically costing me nothing in the end except for the service. I told her I was primarily interested in online gaming, she told me that it isn't the best but I would be able to play. After about a hour of service I realized that this service was nothing close to what was told to me. So no problem ill just return the system, turn in rebate and soon I should have my money back as promised. Well Here is the problem, my first call ref#[redacted] the gentleman informed me that he has been receiving many calls like this and unfortunately I have to keep service for two months to get the rebate but Hughesnet will only buy back the equipment in the first 30 days. When ordering I was told that they would buy back the equipment at any time. When I asked to speak with a supervisor I was told they were all busy but I would receive a call back. The call back ref# [redacted] that gentleman informed me that I was talking to the wrong department, and also tried some troubleshooting with me to see if their product could perform as well as described to me. After that didn't work he told me I would receive a call back the next day by a level 4 technician and would also be able to handle getting all my money back by starting a phone review. Never received a call back yesterday so I called today and spoke with [redacted] ref# [redacted]. First he told me they can't do anything but buy back the equipment, then he told me that they aren't responsible for what was told to me when I was ordering their service, then I was told he could give be back $100.00 from the installation (half the rebate). Basically charging me over $100.00 for less than 48hrs of horrible service. This isn't acceptable. If I was informed that I wouldn't actually be able to play games online I wouldn't of purchased, if I wasn't informed that I could return the equipment at any time I never would of purchased. The entire sale was based on lies or half truths.Desired Settlement: All I want is what was promised to me. More than willing to pay for the service I used but I would never of purchased this service if I wasn't misled to. Also to pay for me to ship the equipment back. I shouldn't have to pay for their bad business.

Business

Response:

March 12, 2013

Review: I called to cancel my internet service on February 27, 2013. The service was canceled on February 28, 2013. Then the internet service was mysteriously reactivating without my authorization. The customer service representative said that we called back to reactivate service by leaving a message on their answering machine. I have called back three times to cancel the service again. Hughes net has a customer service rep answer the first call and then transfers you to another representative to cancel service. I have been disconnected twice when transferred and I am still waiting for the third try (I have been waiting for 30 minutes) to cancel a service that was already canceled. I had to go through all of this the first time I cancelled and I think they do it on purpose to keep customers from cancelling.Desired Settlement: Honestly, I wanted to first notify the Revdex.com of the strategies this company uses to charge customers for their horrible service. Also, I want to make sure I am not charged for the time service remained activated after I had canceled and I want to make sure I am not charged a reactivation fee.

Business

Response:

March 18, 2013

Review: I purchased Hughes.Net satellite internet service near the end of November 2012. From day one, I have had nothing but problems. First of all, my wife and I purchased this service with the understanding that we would have enough MB for our teenage son to play his online games. Never once did any of the sales reps explain that online gaming is not recommended with our service. We have verified through another consultant that is also a Hughes.Net service provider. He explained that we should never have been sold this system because it is not suitable for online gaming and we should have been informed of this upfront. This consultant is not in it for the business either. He does not even offer a service that would suit our needs at this time. To make matters worse, we started with a plan charging $59.99/mo. Thinking that possibly we needed to upgrade to another service plan because of our horrible connection problems we did.We upgraded to a plan that cost $79.99/mo. Still horrible connection. During this upgrade, a rep apparently tried to charge us an additional $199. I talked to several different reps since receiving out most current bill. The last rep I spoke with told me that the $199 was billed in error and was not our responsibility. I called to make our current payment today and the first rep I spoke with said that we still owed that $199 in addition to our normal monthly charges. What is going on, I thought! I asked for a supervisor. The supervisor said that we did NOT owe the additional $199...WOW...I cannot believe the horrible customer service Hughes.Net has! I paid the amount to bring our account current today, but I cannot continue with their horrible service! I want this looked into and want nothing more to do with Hughes.Net. I want a refund of any/all payments we have made up to this point and want out of our 2-year contract immediately. I do not expect to have to pay any early cancellation fees due to their misleading sales practices. Thanks for your prompt attention to this matter>

Sincerely,

[redacted] A Very Dissatisfied CustomerDesired Settlement: A refund of all payments made and no early cancellation fees. We will return Hughes.Net equipment if needed

Business

Response:

March 15, 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 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 23, 2012. On November 16, 2012, [redacted]’s wife by the name of [redacted] is the person that called to inquire and schedule the installation of service. The sales call was recorded, and the results of the sales call review indicate that [redacted] never mentioned or asked about online gaming and at the 14:45 mark of the call [redacted] was read the disclaimer that refers to the service not being recommended for live online gaming and that online gaming in general will be affected by latency which is involved with satellite based internet service. The agent properly explained the terms and conditions of the service including the billing procedure. There was an electronic billing error that billed [redacted] in error in the amount of $199; however it was credited back to the account before that amount was paid.

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, if [redacted] still wishes to cancel his service we can waive half of the early termination fee. In addition, he will be mailed a box and pre-paid label so that he can send his equipment back at no 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,

Executive Customer 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 response because:

I don't think that only a partial refund is sufficient for the time and trouble we have had with Hughes Net. As previously indicated, on more than several occasions we were told different things. The so-called "recorded message" from the original sales call can not be authenticated on my end; therefore, I have a hard time believing it to be true. I do know, in fact, that they tried to bill us not just once but twice for $199 for a service we didn't receive or request. Only after begging and pleading with the last rep that I spoke with did they finally agree that we shouldn't have been charged the $199. I feel that this is not the first, nor will it be the last time Hughes Net will mislead a potential customer, or should I say, victim? That is neither here nor there. I am simply asking for a full refund with pre-paid postage for mailing any equipment that needs to be returned as well. I definitely do not want any mark on my credit history either due to the actions of Hughes Net. Please contact me at your earliest convenience; hopefully with a more deserved resolution to this issue.

Review: HughesNet has repeatedly failed to honor our agreements. On the day of the installation,after I traveled 2 hours to arrive for the appointment, the company failed to provide a complete installation at the agreed to time. The first service invoice received was $400 over the agreed price. And the phone advertised price of $39.99 for 3 months was not honored, instead I was billed $59.99. The company also placed an unauthorized charge of $6.95 on my invoice, which was never ordered, nor the charge explained. The company refuses to provide an itemized bill before demanding payment, even after I have repeatedly requesting they do not automatically charge my credit card.Desired Settlement: I have spent several hours of my personal time to correct the errors of this company, both for installation and service billing. I have an excellent credit rating, and therefore would like to receive an itemized bill that I can pay. I do not want HughesNet to charge my credit card automatically, without the opportunity to review their bill, which to date has been incorrect for the first two months. For my time, I should receive complimentary service for several months because my time has a value too.

Business

Response:

April 17, 2013

Review: Im am complaining because HughesNet has not only ben sent a money order 2/18/13,which was befour I got the bill from HughesNet. I did so because a web blocker kept poping up telling me I was unable to use the enternet because of a billing issue. I called the billing department to descus my issue and they gave me the roungh account number and told me I had a parent account over my account,which I had not set up. Not knowing this was the roungh account number I sent the money order. I called them back and they tryed telling me they never reseaved my payment. Agrvated and not wanting an isses like this again I set up a adomatec checking account with them so they could take the next mounths payment out on time with no issue. I then reseaved a notice from my bank saying I had an over draw from my account march 8,2013 I went up to my bank and they had drew out two payments. One was for 37.78 the secound was for 51.37 the first was for the mounth before February and the other was for March. I had the bank do a trace on the money order and they cashed it 2/22/13 and they said they did not reseave it still but I called telling them there misstake with the account number. they traced it noone had that account number and it did not show up there. But before I talked to them and automaded machine told me they reseaved the money orrder so I know they did get it I just dont understand how and automaded machine can know something the people running it dont . anyhow like I said they have my payments well messed up and I would like to get it worked out .

Product_Or_Service: Internet

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like them to replace the money they over drew from my account and pay the fee they caused me by over drawing my account by 25.00 which is a total of 63.00 even thank you have a nice day.

Business

Response:

April 22, 2013

Review: when I ordered Hughes net I was never told that there was a contact and I never sighned anything. I was a single mother living on my own and had to move in with my mother because I couldnt make ends meet. I Called hughes net to have the service suspended until I decided what to do. I had the service suspended for about five months. A family friend offered to take over my account so I was not paying for something I couldnt use. I called Hughes net to change the account into her name and have the service set up at her house, they told me I had to reactivate the service before they could do anything. They reactivated the service and told me there was a charge for it. After I was notified of being billed they then tell me the service was not available in that area! They should have informed me of that before billing me to have it turned on . Then I called back to have it turned back off and they told me I had to pay what they billed me for turning on before I could unactivate it. I told them that I just wanted it shut off, The representitve told me if I just waited a month that The service would be available in my family friends area and that I could have it set up for free. She waived my fee for the month. I called back a month later to see if the service was available in her area and the said it still wasnt. I then proceeded to make sure they sent my bills to my address instead of my family friends , and that I was done and I just wanted to cancel my services. I made sure they had the right billing adress and then They informed me there was a chrge for early cancellation because I was on contract. I never signed anything and I was never told I was in a contract or never received any documentation that I was in a contract. I was billed at the wrong address and the equiptment return box was sent to the wrong address and I had to pick it up at UPS, After I reapeatedly made sure they had the right address they sent it to the wrong one! Once I got my bill wich I had to pick up from my family friends, it said I had owed them $505.00 , for early cancellation! The next day I got a call saying my balance was 30 days over due and I explained to them they sent everything to the wrong address, and that I couldnt pay that amount. cant pay that amount I am a single mother living with my parents, I never sighned a contract and I never was told I was under contract! I dont ahve an extra $505 a month to pay for something that I shouldnt be charged because I never Signed anything.Desired Settlement: I want the final bill to be taken away because I never sighned a contarct and they charged me unfairly.

Business

Response:

July 10, 2013

Review: I signed up for Internet with Hughesnet internet service. I was not provided with any documentation after installation such as a contract. Hughesnet used a third party installerhome whom had me sign on a cell phone for the installation , but provided no paperwork to me after obtaining my signature. After the installation I noticed the speeds were very slow and I was not able to stream a movie without it freezing up every 10 seconds or so. I found out only after the installation that I was only allowed so much time on the internet. This was not disclose doing the sales pitch I was given by the customer service person over the phone. I was assured by Hughes Net customer service that they have reliable service great service in the area I live in. This is not the case.I feel that I am now in a 2 year contract and not getting the services promised by HughesNet. I plan on cancelling the service. Also, after

reading all of the negative reviews on the internet I feel that I may run into problems with his company with getting the contract cancelled. It has been about 3 weeks now and I don't believe it will get any better from the time I first signed up with them 3 weeks ago. Note their customer service is out of India. When I talk to the customer service they didn't see it all that my service was not working properly only to commit the first payment.Desired Settlement: I would like to get out of a contract with Hughesnet because the services provided is not what they advertise to me. And also to not have my credit reported on by HughesNet in a negative way.

Business

Response:

August 1, 2013

Review: My family had a contract with Hughesnet for their 3rd gen service for a few years with which we were originally satisfied with. However, during the last year of service under that contract, our internet started to have periods where it would not work, it would not load any pages whatsoever regardless of which device was being used to connect with (desktop computer, laptop, cell phone, ipod, etc.). This continued until, for the past 3 months, our internet was unusable. it would not load any pages whatsoever. At the start, we suspected our modem to be the source of the problem, as it was the original one that was installed with the initial setup. We called Hughesnet customer support and after being put on hold for over an hour and a half, we tried multiple times to explain the issue and going through their routine of questions until we were finally get them to "investigate" the problem. Apparently they ran some tests and everything came out fine (this was obviously not the case). we told them that everything WASN'T okay, and requested our equipment to be serviced or at least looked at because our internet was not working at all. Customer support essentially called us liars and refused to provide assistance at this point. They continued to insist that it was our devices that had something wrong with them even when we tried to explain that EVERY device, even those of visitors could not connect to the internet at our house, but would work fine anywhere else. We ended up being given to a supervisor who said that he would try to fix our problem and gave us a case number and told us to call back in an hour if the service wasn't working. We checked an hour later, and everything was the same as it had been, so we called back and were instead forced to go through the same runaround as before. Customer service would not even listen to our case number and refused to provide further assistance. They continued to insist that there was nothing wrong until we decided that we were going to get nowhere. Similar events occurred as we tried to resolve this issue for the next 3 months.

During our use of their 3rd Gen service, had unlimited downloads from 11pm-4am with a 500mb daily allowance. The unlimited allowance period was switched to 2am-8am without any alert or warning so that we violated the FAP ([redacted] Access Policy), resulting in dial-up speeds for 24 hours every time. we never did receive anything about it and had to figure it out through trial and error.

After trying to get help with our lack of connectivity, we decided that we should just upgrade to the 4th gen service so we would get new equipment, since it was obvious that they would not service our old equipment. Befor switching, we called hughesnet to ask about the 4th gen and the details of the service. We were told that the plan we were going to switch to would provide us with 20gb of monthly download allowance to be used between the hours of 8am and 2am with a 10gb downlance between the hours of 2am and 8am that would be refilled daily. Satisfied with these terms, we decided to make the switch. That was on Monday of last week. The system was installed on the following Saturday. The technician who installed our equipment told us that the old modem WAS in fact old and that we should have been provided a replacement or at least notified that we should replace it. He also told us that we would have unlimited downloads between the hours of 2am and 8am. After the install, we checked the Control Center (HT1100 System Control Center) for the new modem so as to become acquainted with the new setup. We noticed that the Control Center said that we had 10gb of monthly allowance to be used between 8am and 2am with 1ogb of "Bonus Bytes" to be used between the hours of 2am and 8am. Confused b this obvious contradiction of what Hughesnet had told us, we called them the next day, Sunday of this week. We were put on hold, as usual, for approximately 2 hours. We talked to them and they told us that our package would only include the 10gb between 8am and 2am and 10gb between 2am and 8am monthly allowance that that that was it. We told them that we had been told differently and once again, we were called liars. I find this to be an unacceptable way to treat customers and refuse to be treated this way. Hughesnet has refused to work with us, so I have been forced to come here in hopes to find some sort of resolution.

Additional Applicable Complaints:

-Customer service failed to provide assistance

-Non-delivery of services

-A sales presentation that misrepresents the service

-A sales presentation that failed to disclose key conditions of the offer

-A sales presentation that had a verbal representation not consistent with the written agreement.

-An unreasonable or excessive delay in completing service

-There may be others that apply

Thank you for your time and effort in resolving this,

[redacted]Desired Settlement: I would like our contract to be cancelled so my family and I may look elsewhere for an internet service provider. However, I will not be forced to pay their cancellation fee after being mislead into entering another contract with them. After these experiences with Hughesnet, I do not want to continue service with them and neither do any other members of the family. They can take their equipment back, I have no objections to that.

Business

Response:

August 16, 2013

Review: Order internet services through HughesNet on 8/1/12, installed on 8/4/02. Learned after installation my services was on a two (2) year contract. On 8/8/13, I contacted HughesNet to discuss the matter, advising that I was never informed that the services were on a contract at any time. I was told that they Service guy had given me a contract, but I told them he had not; they then claimed that a contract had been sent to me via email; I said it had not happened. My service is interrupted throughout the day and I must turn my computer off for reboot daily.

AT NO TIME WAS I EVER INFORMED NOR DID I AGREE TO ENTER A TWO YEAR CONTRACT FOR INTERNET SERVICES WITH HUGHESNET.Desired Settlement: Cancellation of contract.

Business

Response:

August 21, 2013

Review: I ordered Hughes net GEN 4 last November. Since that time, the max speed of this "high Speed" internet has gone down and is now less than 1Mbps even during 3:00am. I am paying over $100 a month for 15MBps but only getting 800Kbps. Upload my plan is 2Mbps but I routinely get less that 400Kbps. I do realize that they don't offer guarantees with their speed but his is a little too excessive to be only able to get 6% of what your paying for. If it was 50%, I would understand. In the end this is horrible service for what I am paying.Desired Settlement: I want out of the contract with out paying the early termination fee.

Business

Response:

September 25, 2013

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 to cancel without penalty.

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.

We

value [redacted] as a customer and we are evaluating [redacted]’s service to uncover any

underlying issues that may be present with his service. We have applied a one

month credit to his account in the amount of $99.00.

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. 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 the Hughenet GEN4 service that was so highly marketed as so much better than the old system. As a consumer I was completely misled. I have been paying in good faith for a year on Gen4 and for several years before that on the old system. As a valued customer my request should be respected.

Review: In July, I stated to look for another Internet Provider. I called Hughesnet to see what plans would suit and to ask questions. On the advertisement that is on the internet they state the internet speed is 15 times faster, which I was impressed with. I asked numerous questions:

1. I told them what we used and asked what plan I should purchase and they stated that the 50.00 would be more than enough for us (stated by Hughesnet staff, [redacted] staff and the tech).

2. I asked what would happen if I went over the allotted mb - they stated that I would still be able to use my internet but the speed would slow down a bit and would be about the same speed as the provider and the plan I had at that time ([redacted]). They stated that wireless connection was part of the plan as well. This was stated by the tech and hughesnet cust service.

3. I asked about the downtime in rainy weather and if it was as good as [redacted]'s satellite - the customer service person and the installer stated that the new Gen4 was the best technology around. They stated that I would not loose my connection as quickly as I did with Directv as there service was superior.

We decided to use Huhgesnet due to their promise of better speeds, booked the installation through Directv and better service even though they were a little higher in price. The first thing that happened is the technician showed up and called me stating that he was at my house...I never received a call stating that they were coming out on the cell number that I provided. My home phone was not working at that time and only found out by going online to see if anyone left me a message. I called the gentleman and organized another time for him to come and install the equipment. When he was installing the equipment he asked if we had a wireless modem which we did not. From the phone conversations, I assumed that the company provided the modem and we would rent it as we are doing with the other modem for the pc. The never once when I asked, ordered or when I called the technician informed me that I needed my own wireless thing. So we had to go into town (25 mins away) and buy this to make the wireless internet work. All this did not really worry me and the tech drilled 3 HOLES in my roof top put the satellite on.

When the tech was here, he stated that the plan would be sufficient, even when we went over our mg, it would be a great speed and I would have better service in rainy or clouly days as the Gen 4 was the best and I would most likely not loose internet in rainy weather unless is was a bad storm. He also stated that the service would not cut out as quickly as [redacted] in storms.

When we started to use this service, I really did not see that it was faster than [redacted]. which they told me it would be faster. We had a couple of storms and the service would cut out a lot earlier that our [redacted] and would not come back on for about five to ten minutes after [redacted]. We even lose the connection in some cases when it is overcast, which they told/promised me that it would not happen.

I have been away for a few weeks and my husband was the only one to use the internet.. I called hughesnet as I could not connect to the internet as all pages timed out and they stated that I ran out of the 40gb and that was why. I told them that it was stated to me by their reps that even after the 40gb ran out I could use the internet and it would be about the same speed as my old [redacted] connection. They stated that I was misinformed and this was not the case. I asked why the rep told me that as it was a lie, but they would not answer that. They gave me an extra gb and while they were on the phone, I tried to connect to the internet and it was very slow but at least did not time out. They started to look into that and within ten minutes, with only my notepad running they stated that I used the 1 gb they just gave me which was impossible. I also asked about the satellite connection in rain and cloudy weather disconnecting so quickly and they stated that they would expediate my concerns as it should not go out that much. I never heard anything back from hughesnet re this from the call.

I called a few days ago again for the same reasons and to find out what I needed to do to cancel their service. After talking to them, I decided to keep the service and see what happened. They did state that they would be again expediated the satellite situation as the satellite should not go out that easily. They basically said the same thing again about the slowness of the internet and everything else. They again said I was misinformed about the service by their own company. We set up my hughesnet which would not work after that.

Two nights ago I called again, and the gentleman would not listen to my concerns, told me I called a few days ago and I could not cancel my service then or at this time. He told me that no one put down anything about the satellite going out and expediating anything. He would not listen to me or answer my questions. My internet was still really slow last night and was timing out, we eventually got myhughesnet to work. He told me that I was misinformed about the internet speed, that hughesnet satellite connection was better than [redacted] and that the speed was what it was. I could not connect to myhughesnet from my tablet that night. I asked him directly if hughesnet reps lied to me and he kept apologing and trying to change the subject. He did tell me that he could not tell me that the company embellished the truth but he did imply it.

My husband [redacted] and I do not have any problems in paying for a service that works as stated to us, but this service does not. All I get from the reps is lies, and they will not tell the truth about the internet they provide. I would have never joined up if they told me the truth and I did try to get the facts before I contracted them. I am paying more for this service than I would be if I was with [redacted] or [redacted] if I kept all there service, but I was promised by there company that it would be a better service.Desired Settlement: They let me out of my contract due to the "misinformation" that they supplied to me. I have no trust in this company due to the lies that they have told me and I would rather walk away now.

Business

Response:

November 5, 2013

Review: In October 2012 I purchased satellite service with HughesNet. October 19, 2012 I cancelled the service within the trial period. I sent back the satellite equipment in the provided boxes and the equipment was received by Hughes on October 27, 2012. I was never contacted by Hughes after that point. Fast forward 1 year later and I have a charge on my [redacted] credit card dated October 15, 2013 for $219. I contact Hughes on October 21, 2013 by phone and speak with Hughes representative [redacted] concerning the charge. They state ( a year later ) they did not receive all of the leased satellite equipment , thus the $219 charge to my credit card. I questioned **. [redacted] as to this dispute and he confirmed that the equipment was in fact received on Oct 27, 2012, but could not explain why I was being billed a year later, with no previous contact at all by Hughes regarding the "alleged" discrepancy throughout the previous year. If in fact I had failed to send the equipment I would have been notified on October 27, 2012 or soon thereafter, which I was not, not a year later. ALL of the equipment was sent by me and received by Hughes. So...... I receive a random charge a year later, in essence, without any logical explanation or reasoning. My credit card company has also filed a dispute on my behalf to HughesNet. Hughes acct no. [redacted]Desired Settlement: $219 refund and a written apology.

Business

Response:

November 14, 2013

Review: Hughesnet charged a large amount for installation, Bill was more then quoted, took money from my account without authorization & bad customer service

I was told by the installer that installation was $180. Then tried to return the wireless router and was told that I would have to pay amount of gas it would take to come pick it up. Called Customer Service multiple times b/c I couldn't even check my email b/c the service was so slow. No one seemed to care and I did not receive a call back when specified. My account was charged $55 unauthorized! Services were quoted to cost $39. After many phone calls and alot of frustration we decided to cancel and again the customer service was horrible and no one was sympathetic to the issue. We were told we had waited too long to cancel even though we tried to cancel much earlier but they kept telling me they would fix the problem. We have to pay $400 to get out of the contract and they were going to charge our credit card, again not authorized. Not even management would assist and we are suppose to send there equipment back or pay $300. Horrible companyDesired Settlement: I would like to get out of the contract with no cancelation fees and a refund for any payments made. I have no problem sending the equipment back.

Business

Response:

November 21,

2013

Review: The first part of October 2013 I subscribed to Hughesnet wireless as suggested through [redacted]. Shortly after (maybe a week or so) I called Hughesnet to tell them it wouldn't allow me to watch a movie on [redacted]. I was told I had gone over my data download limit! I told the person I spoke to I didn't understand what he meant by "download limit". He rattled off a bunch of stuff that I didn't half understand because of his heavy accent. I kept repeating that I didn't understand about downloading too much. He told me he would give me a bonus something and it should clear everything up and no more proble**. I thought I made it very clear that I used the internet a lot loading and downloading pictures of family and art to a art group I belong too. Well it did fix it for a few days. But just before the holidays my computer started running really slow again. I tried to call but was put on hold and my family told me to hang up we were expected for dinner with friends. Then I was out of town through the holidays and when I came home night before last and got on line it was slow. I was tired from our trip so I went to bed. I got on line a few minutes last night and it was so slow it took forever to pull up a web site. Today 2 Dec 2013 I finally got a person on the phone ( [redacted] - [redacted] Texas)and told them what was happening. He asked me a lot of questions and finally I told him this was just not working. I had never heard of a wireless company monitoring how much you downloaded. I explained to him I was part of an art group and had family all over the US and I up loaded and downloaded pictures and data all the time. He offered to give me a free month and 20.00 off for a year, but I told him it wasn't the money it was the limited downloading I was given. I told him I wanted to cancel my service. He told me I'd have to pay $400.00 cancelation fee because I was over the 30 day limit. BUT I had first called before the 30 day limit and told them it wasn't working and he assured me he would fix the problem and it was not fixed. I'm so sick and tired of these companies getting people locked into a contract and then they do whatever they want to do and are not held accountable the**elves. I do not feel the customer is getting a fair deal. If I were getting what I needed it would be different.. I will go to court if I have to. I will not pay a fee to a company that did not give me the customer what I thought I was getting. I read on their own web page all the complaints about them. Unfortunely it was AFTER my proble**. How do these companies continue to be allowed to treat the customers like this??Desired Settlement: I want to cancel my membership and not pay a fee I shouldn't have to pay. They just took out money from my bank for the month of December I do not want another penny to be withdrawn.

Thank you

I tried 3 times to write them on line but received an error message each time.

Business

Response:

December 3, 2013

Review: Please reference the three letters I have written regarding this issue to Hughes Net and the respective Credit Card company that the unauthorized charges were made to by Hughes Net. Additionally, I have made several phone calls to Hughes Net Representative to no avail. Any assistance you can provide is greatly appreciated.

February 19, 2013

To: Accounts Manager Hughes Net

From: [redacted]. [redacted]

Re: [redacted]

Please let this letter serve as formal notification of termination of my account. We found Hughes Net service to be slow and inefficient. From the first day that we had the service hooked up I specified to the installation crew that I wanted to be billed at my P.O. Box as opposed to being billed via credit card. Needless to say this was never done. I have met my contractual obligation to Hughes Net and there will be no further billing to my account on your part. Your company can make arrangements to pick up any equipment by calling 214-934-9519. Please have your agents bring the requisite materials to patch any holes or fix any damage to my house when they come to pick up said equipment as they will not be allowed to leave with your equipment until any and all structural damage is fixed to my satisfaction. Enclosed you will find a check for $84.18, my last and final payment to Hughes Net.

Regards,

[redacted]. [redacted]

To: Accounts Manager Hughes Net

From: [redacted]. [redacted]

Re: [redacted]

November 19, 2013

On February 19, 2013, I sent Hughes Net a letter of notification terminating my Hughes Net service. I also enclosed a check for the amount of $84.18, my last and final payment to Hughes Net. A review of my [redacted] statement indicates on February 3, 2013 Hughes Net made an unauthorized charge to my account for the amount of $84.18. Additionally, Hughes Net cashed the check I sent for the same amount of $84.18. Then on February 11, 2013, Hughes Net once again made an unauthorized charge of $91.25 to my [redacted] account. Despite the correspondence I have sent to terminate my account with Hughes Net coupled with the unauthorized charges for services I never received, I continue to receive harassing correspondence and phone calls from Hughes Net and its representatives. Please immediately send me a check for the amount of the unauthorized charges to my [redacted] account ($175.43), and then we can discuss the return of any Hughes Net equipment still housed on my property despite my formal termination of my Hughes Net account on February 19, 2013. Your prompt attention to this matter is appreciated. I am in the process of contesting your unauthorized charges to my [redacted] account and all said correspondence and cancelled checks will be sent to the local [redacted], TX chapter of the Revdex.com and the Texas State Attorney General’s office for action.

Regards,

[redacted]. [redacted]

To: Accounts Manager [redacted] Credit Card Company

From: [redacted]. [redacted]

Re: Acct. # [redacted]

November 19, 2013

I have enclosed a copy of my [redacted] Credit Card statement from March 2013 along with correspondence I have sent to Hughes Net. Specifically, the charges made to my account on February 3, 2013 and February 11, 2013 were unauthorized and fraudulent charges. Please be aware that this document is formal notification that I am contesting these unauthorized charges. Hughes Net cashed a check I sent them for the amount of $84.18 then went on to make these unauthorized charges to my account. It is my intention to file complaints with the [redacted], TX chapter of the Revdex.com and the Texas State Attorney General’s office regarding this matter. Your attention to this issue is appreciated.

Regards,

[redacted]. [redacted]Desired Settlement: Immediate cease and desist of harassing phone calls and correspondence from Hughes Net and its affiliates. Return of the amount of money Hughes Net charged without authorization to my MasterCard account. Removal of any and all negative credit reports to the respective credit reporting bureaus. Compensation for my time in having to go through this as my account should have been closed with no further action in February 2013 when Hughes Net received official correspondence of my intent to close my account/service with their company.

Business

Response: