Hughes Network Systems

Review: I have had issues with Hughes Net ever sence we got the account started back on August 6, 2013. The bill was to be the same every month and every month sence has gone in price. it started out at $67.95 and now has gone up to $82.95. I drive truck for a living so it is hard for me to make phone calls to deal with the issue. I had my wife put on the account to be able to make decisions about the account and they still give her problems. They will let her call in to make payments but they will not let her have any say even after I called and told them that she can. Everytime either one of us calls with a problem we get put on hold for sometimes up to an hour and them get disconnected. When myself and my wife tired to call to cancle our account on December 2, 2013, got disconnected and I had my wife call in and they would not cancle the account for her.Desired Settlement: I want the account cancled and for them to come and get their equipment. I also feel I should not have to pay for the upcoming month for the fact I will not be using their services.

Business

Response:

December 10, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on August 6, 2013.

While reviewing **. [redacted]’s account, our records show that **. [redacted]’s called and had concerns about what he was being charged for on the first bill. **. [redacted]’s requested to be placed on invoice and stated that he wasn’t aware that he would be automatically debited. **. [redacted]’s monthly service is $59.99 plus $9.99 for the modem rental and $6.95 for express repair which can be removed at any per the

customer’s request. The express repair is always credited on the first bill and customers must opt out to have it removed in the future. **. [redacted] received a $10.00 service discount for the first three months which is why his bill increased slightly. Currently **. [redacted]’s charges include $59.99 for the monthly service, $9.99 for the modem rental, $6.95 for express repair, and $5.00 invoice fee plus taxes of about $1.00.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. We will apply a $60.00 credit on the account which will account for one year of the $5.00 invoice fee. If **. [redacted] wishes to cancel service he will need to contact our customer support and he will be subject to an early termination fee per the terms and conditions of Hughes subscriber agreement.

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: Company failed to honor their cancellation policy, by failing to provide shipping instructions and tools.

Service was not delivered as promised. I canceled service within the 30-day allowance in order not to be penalized/charged for cancellation. I was informed I would need to send my equipment back and would receive the tools (boxes, shipping label, instructions etc) to do so. I never received said ite**, and have since then requested hughesnet send me the ite** on three occasions. Additionally, I have since been charged two times for a service. I have been informed that I will be refunded for the charges when they receive their equipment. I finally reached someone today and got an address when I can mail the equipment myself. This is NOT what I agreed to when I signed up for service.Desired Settlement: Service was never delivered as promised, and the company failed to honor their cancellation policy agreement. As such, I have lost time and money simply attempting to obtain a refund for a service I never received. Furthermore, if the BB would like to further investigate this company, and complaints against them, I encourage your review of their Yelp reviews, as this company has NO positive reviews and an average of 1-star. Their customer service is inadequate, and I feel they intentionally d

Business

Response:

November

25, 2013

Review: Called for hook-up/updated services on 6/25/13. I was told that the person will be here at 8:00 A.M., but he did not show up till 1:30 P.M. He took the old original device and installed the New Gen. I asked if he could tell me how much I would pay him a check. He told me that the company will bill me. I have had problem with the service since 6/30/13 that a phone call was made to correct to problem. On 8/4/13, internet service was put to stop till phone call was made about amount due. I never received any billing, but it was on the hook-up fee charge. It was then that I found out that I was charged to two accounts when the original account was cancelled 2/28/13. Each time phone calls had to be made, the calls will last 2 to 4 hours long with issue with billing and internet not working right. (calla: 7/9, 8/6, 8/7, 8/8) After phone calls and thinking that things are taken care of, we get empty box on 9/30 to return original device which installation guy took and billing was not taken care of. Cancel service on 10/2 due not getting situation resolved and agreement of waive charge -$100 and when the New Gen gets returned that the amount ($304.25) will be deducted from total amount. Returned the New Gen on 10/8/13 with the first empty box and received another empty box that evening. I have been billed every month since and company refused to fix the error. I have paid $50 monthly with messages on bill statement to notified them to correct the amount due. I sent my last on 12/20/13 with check stating in memo section pd in full. I received a letter today stating that HughesNet has contacted [redacted], a collection agency to collect $457.21 from me. Now, I feel harassed when the company refused to listen or correct the problem.Desired Settlement: I have paid my bill that I should not be contacted any further. I was told by valuable source that if you write paid in full in the memo section and company cashed it that it means they will honor it. Hughesnet is not a reliable business cause they do not listen to customers and try to trick you to agreeing with them so company can make more money instead of customers satisfaction. I refused to do business with HughesNet again.

Business

Response:

January 16, 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 haven’t contacted **. [redacted] per her request 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 Gen 4 service was activated on June 26, 2013. On September 5, 2013, **. [redacted]’s account was cancelled. According to Hughes’ terms and conditions upgrades to Gen 4 are automatically placed under 24 month commitment and as a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, we have waived the final balance on her account to bring it to $0.00.

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

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

[email protected]

Review: We live in a beautiful and rural part of the country, in the woods facing north. We are within 1 mile of DHL, but can't get it here. Other companies have tried to line up a satellite connection without success, so our only choice is Hughesnet. We were promised good connections on their basic plan ($42/month) several years ago by Hughesnet, but connections were very slow and couldn't get ANY connection after 3 P.M. So we asked to upgrade our current account for the "Gen4". After calling 5 times without success in upgrading, we decided to just close the old account and open a new one for the Gen4. I was transferred to several people, finally talking to someone who could do this. He was so rude and basically insulted me for quitting, and told me it would cost $300 if we didn't get their equipment back within 10 days. He said he would send a box with return shipping, but 3 weeks later, we haven't received it.

Gen4 is a bit faster, during the daytime, when the weather is clear, but Hughesnet only gives 10 gig of data/month, which lasts about a week in our house. They advertise how you can stream, but they informed me recently, when we couldn't get a connection at all and found out we were already over our limit, that streaming uses around 1 gig/hour. When I asked how much it would be to get more, they told me another 10 gig was $130/month! Most people can get high speed for $30/month! My daughter is getting her master's degree online…we have no choice but to use Hughesnet. Its so unfair!

When you call customer service, you get someone in [redacted] who can't speak english and reads from a script, continually apologizing for our problems, but 'unable' to do anything about it. The last time they gave us 3 extra gigs, which lasted about 3 days. The only reason they are successful is because we have no other options.

It is amazing that they can have an A+ rating when you have had thousands of complaints against them. PLEASE do something about this! People should not have to be discriminated against just because they live in the country. And if you google hughesnet complaints and consumer reports, you will find thousands more.Desired Settlement: For Hughesnet to provide more data for less money. There should be regulations on this type of business ripoff.

Business

Response:

February 6, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’ concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). We are unable to revise the Fair Access Policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations.

After further review, **. [redacted] account is currently cancelled. If **. [redacted] has any additional concerns should would need to contact me at the number below for closure. We left a message notifying **. [redacted] of our decision on 02/06/2014.

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. 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: I spoke with this representative, [redacted], this morning. We have cancelled our old service and opened a new service to have higher speed internet, after calling them 5 times to request an upgrade. When I finally got it cancelled I was transferred to a rep who was rude and insulting, but I finally got it cancelled. They told me if I didn't return the equipment I would be charged $300, but did not send the return box to me until I filed this complaint. I then got the box in 2 days.

I directed [redacted] to our new service, which she finally found. The bottom line is that this is NOT [redacted] practice! My next-door neighbor is paying $30/month for UNLIMITED data and Hughesnet is taking advantage of us and growing rich on others who cannot get internet any other way.

[redacted] tried to pacify me by offering 'token' data or 'upgrading' to $130 a month!!! When that didn't work, she tried to get rid of me by saying I should cancel the service if it doesn't work for us. As I said before, 10 gigabytes of data lasts 1 week in our house. My husband and I have 2 daughters in college, one getting her master's online. Rest assured that I will take this to the top. It is unfortunate that your authority is so limited. I expected more from the Revdex.com.

Regards,

Business

Response:

February 12, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer support division of Hughes, we established contact **. [redacted] on 2/06/2014 to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her service.

Our Executive Customer Support reviewed all pertinent database records prior to contacting **. [redacted]. Relative to **. [redacted]’ concerns in regards to our [redacted] Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). We are unable to revise the Fair Access Policy.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustrations.

After further review, we have located **. [redacted] account. Unfortunately, there is not a way to revise our Fair Access Policy.

We have added tokens to **. [redacted] account and she would need to upgrade her service to receive more bandwidth. However, **. [redacted] declined.

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:

Hughesnet is overcharging, as much as quadruple the normal cost to consumers, and discriminating against rural customers by taking advantage of the inability to get internet service anywhere else. Of course I declined getting additional service! Hughesnet charges $130/month for 20 gigs of data, when everyone around us can get unlimited for free. Until action is taken to halt this unfair business practice, of course they do not want to stop. I fail to see what benefit the Revdex.com even has in this matter, as you can evidently do nothing to rectify my problem.

Regards,

Review: The service was unusable. We paid full price for three months and call at least once or twice weekly to get the issue corrected. The refused to send a service call without a cost.We got to use the service at best 1/3 of each of these months.We found on their service that the satellite was typically not sending or receiving a signal but they continually tried to correct it from India. It would then work briefly.The satelitte was never set up correctly but the refused to check.We were often on the phone for 45 minutes (today my second call after a cancellation on Jan 2, 2014 for 15 minutes and now on hold at 34 minutes). Then they would say we need to transfer you and they would hang up.

Product_Or_Service: internet service

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund for full account.My bank is currently contesting this for 2/3 refund and has taken back 2/3 of the payments. But then I got another bill for 154.92 and they can not explain to me why or what it is for.It see** that the cancellation was not even noted. I am concerned that I could pay the full $154.92 and keep getting bills and having to waste more time with this truly ineffective company,

Business

Response:

February 11, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contacts **. [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. Regarding **. [redacted] request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy.

After further review, we have issued a refund for the early termination in the amount of $353.03 on 2/03/2013. The additional service fee was also waived of $154.92, bringing the closing balance to $0.00 fee. **. [redacted] needs to ship back her 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

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

[email protected]

Review: I previous filed a complaint with the Revdex.com about Hughesnet on or about December 09, 2013, I resolved my issue with a full credit on my account leaving HughesNet to pay me $85.76 which reflects on the invoice they provided me after cancelling my account. I recieved another invoice Jan 27, 2014 showing previous balance $-85.76 and a charge of $42.88 and leaving a refund of $42.88 which I recieved on Jan 28, 2014. I contacted HughesNet to find out why I was charged and additional $42.88 after I had cancelled service and returned equipment I stayed on the line for over an hour to be told that they do not know why I only recieved $42.88 but there is nothing they can do. I have all the agreements I previous filed with Revdex.com and the emailed invoices from HughesNet showing they owe $85.76 not $42.88 on the day I cancelled my service and recieved my credit for a service that did not work and no where worth the cost they are charging. I have proof of your promise now Im asking you to stand by it as any customer would how has been through as much as I have with this company.Desired Settlement: Pay me the additonal $42.88 that they owe me.

Business

Response:

February 24, 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 previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Regarding **. [redacted]’s latest concern of being issued an additional refund in the amount of $42.88, we have not made any agreements to refund her account in the amount of $85.76. We credited her account in the amount of $385.00 representing the early termination fee. In addition, we credited the account in the amount of $61.48 for one month of service. Those two credits resulted in a credit balance of $42.88 which was refunded to the card on file on January 27, 2014. We have responded to two previous letters from **. [redacted] with the complaint ID [redacted].

At this point, we will not be issuing any further credits or refunds and the account is completely cancelled with the leased equipment received.

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 problems with this company began the day I signed the contract and its been a battle for the last 2 years. Firstly and mainly, the customer service is terrible. ill call one day and talk to 4 different people and they all tell me things contradictory to the last. ill call the next day and they tell me something completely different. those calls are never under an hour, unless the call is dropped, which happens often. once I talked to a rep and they assured me that my account was current and I owed nothing, the next day, 110 dollars was pulled from my account, when I called, all they could tell me was they could see the charge, but not why it was charged. that was a year or so ago. my newest issue happened recently. I had an overdue bill. I called to check about it and they wanted a payment of 118 dollars. I didn't have that much, so the girl I talked to set up an arrangement after working it out with her manager. I paid half that day and the remainder was due march 29. on march 29, I paid the balance, which paid off my overdue charges. meanwhile, a new bill was generated on the 27th, but is not overdue until 10 days after the generation date. I was still getting overdue pop ups and called and they said disregard, it was okay. yesterday, I run out of data allowance and my internet speed slowed to a crawl. I called and the automated machine said I had free tokens to restore my data. it asked if I would like to use one, I said yes. when trying to process it, I was directed to a rep. I explained to him and the 3 other people I was forwarded to my situation. the last guy was the only one to tell me anything useful. he said it wouldn't accept the token because the bill was overdue, I explained what had happened 2 weeks prior. he spoke to the billing department and after 82 minuets on the phone, he had "unlocked" my account twice and applied the tokens. he apologized and said it would be running fast within the hour. today I got home and found nothing had changed. I called again and after 2 dropped calls and 25 min on the phone, I talked to a girl that said my bill was overdue and the only way I could restore my service was to make another payment. I gave her my case number and told her everything that had happened prior and she said there was nothing that could be done until I paid my (not)overdue payment. this is just one example of what I have dealt with for the last 2 years. the service is bad and the customer service is TERRIBLE. its like these people don't communicate with each other and even if they could, they cant help without more money from me. ill be so happy when my contract is up, I don't understand how they have the good rating they do now, ive experienced nothing but turmoil for years. how can they all promise something different and none of it ever happen????Desired Settlement: my desired outcome is they take some of the money they are draining from people and reinvest it into customer service and better equipment. they are preying on people who live in rural areas with no other options and once your on their hook, they got ya. I want them to get Americans on the phone. I want those Americans to know about the system they are representing. I want them to be able to FIX problems instead of making people wait hours on the phone for nothing. all the money I've put into this is twice what anyone should be asked to pay. it should be embarrassing for this company to represented the way they are, but I guess the customer service is a good reflection of the business itself. after 2 years of this, the only thing that would make me satisfied is if they give me 2 more years of service on them. I know that's wishful thinking, but so is getting a rep on the phone that has a clue what they're doing.

Business

Response:

April 23, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. After further review, we make every effort to provide adequate training to our customer support team. We apologize for any frustration **. [redacted] had when contacting our call centers. **. [redacted] currently has a $0.00 balance. In light of the difficulties, **. [redacted] experienced with our service; Hughes has issued a credit to his account that consist of $10.00 off for (6) months. We attempted to notify **. [redacted] of our decision on 4/23/2014 and are awaiting a return call to address any concerns. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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:

Regards,

No, this will not remedy the problem that has existed since the beginning with this company. right here is a very fine example one of the various issues. I plainly stated in my original complaint that I was overjoyed that I only had 2 months left in my contract. so they issued me a 60 dollar credit to apply ten dollars a month over the next 6 months... so they say they will give me 60 dollars when they know at most all I can use is 20. they are a very shady company and I have experienced things MUCH more serious and worse than this. the bottom line is this company has terrible customer service. I called them back to speak about this and they didn't have any idea what I was talking about. after many failed attempts to explain what was going on to the girl who assured me she could handle my concern, I asked to speak to her superior. after 25 minuets on hold, I gave up. 60 dollars worth of credit on future bills that will never come is not going to make up for 2 years of bad service. I would PAY 60 dollars just to let other people know about this company before they make the same mistake I did and sign their contract. the man who tried to show good faith and issue the credit also misspelled my name, repeatedly. it was correct the first time, then wrong every other. im not perfect, I make mistakes as well, but my name is not that complicated and it was on top the page if there was ever a question. its really not that big of a deal, im accustomed to being treated poorly by hugesnet, but it does show a glimpse of my complaint. at any rate, no, im not interested in their offer. im interested in warning others and letting people know the truth when they research this company before trusting them with their hard earned money. I wish I would have known before I did.

thank you

Business

Response:

May 10, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer support division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding his HughesNet service. As previously stated, we make every effort to provide adequate training to our customer support team. We apologize for any frustration **. [redacted] had when contacting our call centers. **. [redacted] currently has a $0.00 balance. In light of the difficulties, **. [redacted] experienced with our service; Hughes has changed the credits to offset his contractual agreement of (3) months remaining by issuing $20.00 off for (3) months. **. [redacted] may contact me at the number below for any additional questions for closure to his complaint. 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:

Regards,

This will not remedy the terrible experience ive had with this company. Ive given plenty of information about the negative experience I have had with them the past two years. look on my previous complaints. I will not be bought off with 3 20 dollar credits. it has been almost 2 years ive dealt with this, month after month. people need to know the truth before they sign on with this outfit and I am trying my best to get my honest experience out there for consumers to judge themselves before they make a bad decision in going with this company. ive had 24 months of nightmares and headaches and they offer 60 dollars worth of credits thinking that satisfies this terrible situation. it does not. therefore, I will hold my ground and continue to feel unsatisfied and let others know my feelings. that is, the ones who have never dealt with hughes themselves.

Review: Hughesnet aligns itself with [redacted] but cannot offer a plan that allows utilization of [redacted].

Hughesnet co-advertizes with [redacted] offering a discount on each others services. The advertisements make it seem as though you can use the highly touted on-demand features even on the most basic internet plan. However, The most expensive plan available from Hughesnet is limited to amounts that do not allow you to watch more than a few on-demand progra**. So they bait you in with the lowest tier package, lock you in to a 2yr. contract with a $300ETF, then upsell the [redacted] customers on the packages when they realize that they cannot use what the were lead to believe they couldDesired Settlement: I negotiated my ETF fee down to $100 after citing that I believed my contract had been breached when even their most expensive plans could not meet the very basic needs of my 3 person household. There should be no ETF or punishment for customers who were sold a service package that the company knew it could never provide. I seek reimbursement of my $100 ETF.

Business

Response:

June 9, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10057917 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on August 8, 2013 and requested to cancel his service on May 5, 2014. As a result of cancellation within his contractual agreement, **. [redacted]’ account was charged an early termination fee in the amount of $310.00. Regarding **. [redacted]’ request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a total credit of $225.32 to her account bringing the remaining balance down to $84.68 which was paid by credit card on May 8, 2014. At this point, we have received the leased equipment and the ending balance is $0.00 on the account. We will not be issuing any further credits on the account. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: Hughesnet did not disclose all details of service I was buying. Was not honest about how their service worked. Service was horrible.

We recently moved to a rural area where I had difficulty finding an internet provider. I found out about Hughes net so decided to try it out. First the hughes net sales person on the phone, did not disclose all the information about how their service worked or how the payment would be figured which I did not discover until we had called the 3rd time to complain about how awful the service was. She only told me how awesome it would be. We would love it and it was plenty fast enough to support two computers. She said we may need to upgrade down the line if it wasnt fast enough for us but she felt that the speed would be perfect for us. However, after the 3rd call, as my husband struggled to understand the foreign person, we find out that the service was only a good speed for a short amount of time for only ONE computer. It also could "run out" and then the service would be very slow. ALso there were these token things you could buy. NEVER heard about those until that call. We started asking around to our neighbors to see who they were using and switched to that provider. Since switching it has been fabulous! Not one issue for unlimited internet for multiple devices and a fraction of the price. Not sure how Hughes net stays in business. Anyway, when I went to cancel my hughesnet service, another foreign person starts telling me how we are in a one year contract! I was wondering when the heck I signed up for that??? And that it would be a $370 cancellation fee. I asked to speak to a manager multiple times. she just kept talking and reading her script. She put me on hold a couple times but never would let me speak to a manager. After 30 min on the phone, I hung up to let my husband deal with it. I then get an email that my service is cancelled and a bill!!!! Unbelievable. I never confirmed a cancellation. I am beyond words and would NEVER recommend this company and will make sure to tell all I know to never use them.Desired Settlement: I just want to cancel my service without paying a cancellation fee.

Thank you

Business

Response:

July 3, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her cancellation. Our Executive Customer Care representative reviewed all pertinent database records. “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. “Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” We are unable to revise the policy.” Please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination 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. In light of the issues **. [redacted] experienced with our service; Hughes will waive half of the early termination fee; bringing the amount due to $185.00. A box will be shipped to the address on file. The equipment would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]

Review: Since I was only able to chose one complaint type I chose customer service since I have had nothing but issues since signing up with Hughes Net. Ordering service was the only thing that went smooth. The day of installation the installer was late, and very unprofessional. He decided to put the satellite dish on the side of my house instead of the roof along side my [redacted] dish. The installer was here for over 4 hours and left before checking to make sure internet was good. I made my first call to customer service to advise that it had been 6 hours and still no internet. About an hour later the installer was here to "fix" the issue and left once again without checking service was ok. He was extremely unprofessional when he told me that he didn't need to hard wire my desktop computer since it was a newer model that could run off of wifi- not sure why he didn't even ask if that was okay. A couple days later I made my second call to Hughes net and was pretty much told "tough". I called the 3rd time to have my service canceled prior to the 30 day without commitment. I don't want to commit to 2 years since my internet does not work. I was called back by a manager and was advised A service tech would be calling me to fix the issues- was told someone would call me back within 24-48 hours to schedule an appointment. 4 days later and still not call back. I called back today and was given the run around once again and I canceled my service once and for all. I advised the customer service rep that HughesNet does not have authorization as of today 5/2/14 to charge my credit card for any services. I am extremely unhappy that I was billed 2 days after installation and I have not even been able to use the service. I want Hughes Net to refund me for the month I was billed since no services were rendered on their part. Also want to make sure my service is canceled as of today and that I will not be charged from their company ever again.Desired Settlement: Refund of the month I was billed.Service canceled.Some kind of restitution for all the phone calls I made and for all the promises from Hughes net that were not fulfilled.

Business

Response:

June 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her service and seeking a refund. After further review, we have issued a refund of $119.86 that was charged after cancellation which applied to the credit card on file 05/06/2014. In light of the difficulties **. [redacted] experienced with our service; Hughes has issued the additional service fee refund of $50.73 to the credit card on file. Unfortunately, we will be unable to issue any additional refunds. **. [redacted] may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

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 am not happy with their response a credit was issued for 119.86 however Hughes Net did not mention that the credit was issued due to their company charging me days after I canceled service with them.. They charged my account with out my authorization and caused 2 over Draft fees in the amount of $60 dollars. . Which they were suppose to refund back to me and I'm still waiting on that. The first charge was 5/4 for 59.93 the second was on 5/5 for 59.93... so yes they did owe me 119.86 for those 2 unauthorized charges. .. The credit that was issued to me today does not cover the overdraft fees they owe me still nor does it cover the month of service I was charged . Therefore I do not agree this matter has been settled as of today. .

Regards,

Business

Response:

July 7, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has still has some concerns regarding her service. “For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount and any cables professionally de-installed, you will be responsible for all applicable de-installation charges.” It is the customer responsibility to remove the foot plate attached to the site and fill the holes. If **. [redacted] needs the dish removed from arm of the dish this is billable to the customer at $99.00. We will be unable to waive the de-install fee. We left **. [redacted] a message informing her of our decision on 06/24/2014 and we are still awaiting a return call. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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:I don't believe Hughes Net has even read all my complaints regarding their company. Every single response I have received has been a "standard" form letter with many grammar errors. This company should be ashamed of themselves. As I have stated many times this company just doesn't care about their customers. I will not be paying to have Hughes net's equipment removed nor should I have to pay out of my pocket to have the mess one of their technicians caused to my home! How dare a company not fix a situation they caused. As far as I'm concerned something should be done by the Revdex.com regarding the many issues Hughes Net has caused and for all the time I have had to spend on trying to get my concerns addressed. .. This matter has not been resolved therefore I am rejecting!!!

Regards,

Review: Multiple issues. My company has 6 separate accounts with HughesNET and these problems are not restricted to one account; they apply to all of them at one time or another:

Technical: Not providing fixes to problems. Poor service quality. Extremely delays in providing a fix. Fixes are not complete. No access to elevated support + Make disruptive changes to services without prior warning and fail to provide fixes.

Billing: Will not change authorized users (the "authorized users" sometimes are people who have passed away and no longer work with the University) + Will not acknowledge/process receipts of official requests for changing services to billing + Will change account information without warning and keep charging multiple accounts and are unable to correct billing mistakes in a timely manner + Refuse to provide confirmation of service cancellation.

Service Issues: Constant unacceptably long delays in reaching tech support (45 minutes + on holds) + Transfers to wrong departments + Incompetent/Uninformed support (both technical and account/billing services) + Failed to return calls + Failed to follow-through + Failed to provide/accept/track any documentation of service problems, account change requests, account cancellation requests -including their own case number system-Desired Settlement: It is no longer viable to speak to their regular support/contact channels. This is the second Revdex.com complaint I have filed and the original one was not resolved and the person from their corporate office refused to provide return contact information or anything other then their first name. I never received a follow up and the issue was just partially resolved.

I have established communication with [redacted] in their "Executive Consumer Dept." who says their system cannot transfer calls directly to him (even though the prompts allow me to enter an extension). However, even though **. [redacted] is very polite and seems able to assist, I have experienced this same behavior in the past, which resulted in no solution at all. The level of service from this company has become completely unacceptable and I need the assistance from the Revdex.com in order to diminish the possibility that HughesNEt will continue their poor and -possibly- unethical business practices.

I need to be able to resolve technical non-service and billing/contract issues for 5 different accounts without spending 10+ hours each on the phone, getting different information and dealing with their incompetence and lack of accountability. i.e. I will be cancelling these services as I find replacements, but HughesNEt has refused to provide any means of submitting a cancellation request other than by phone. And they have refused to allow me to record those conversations as proof. Anecdotal internet complaints and our own experience (they once changed one account but kept billing us for 2 accounts for 3 months until legal action was threatened)

I need to have a central point of contact for all these issues and I need to be able to establish a documentation trail for all billing/account related issues.

Business

Response:

July 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 previously contacted **. [redacted] to resolve the outstanding matter on complaint ID [redacted]. 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 accounts were activated on July 3, 2007. Regarding **. [redacted]’s concerns, we understand that **. [redacted] has a number of issues with his account that all need to be handled by our advanced billing and advanced technical support department. As of June 12, 2014 there have been updated contact names added to the account and we will be happy to initiate a call back request from our advanced technical support department to address any technical issues he may be experiencing. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

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:

**. [redacted],

I politely request that the business’ response does not be accepted as a solution. Although the administrative part regarding the user account settings seems to have been resolved, the technical issues persist and their support continues to be abysmally lacking in quality, timeliness, and results –or lack of-.

I have gotten executive approval to find Internet Service alternatives and replace the provider at all the locations I manage that currently are serviced by HughesNET.

If the price we are willing to pay to stop dealing with the low quality of service HughesNET provides is an indication of their performance, some of these locations will have an increase of 800% in their monthly cost.

Again, at this point it has become a moot point to maintain this case open but, for the sake of future potential customers, I urge you to reconsider closing this case as having been resolved successfully. Potential customers and consumers at large should be forewarned of the risks they will incur in contracting services from this company and the Revdex.com would not be helping by accepting vague and misleading responses.

Regards,

[redacted]. [redacted]

Phone: ###-###-#### || Fax: ###-###-####

Business

Response:

July 24, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter concerning his account. Regarding **. [redacted]’s latest concerns, we are sorry to hear that **. [redacted] continues to experience technical issues with his service. As we have previously, we are happy to provide **. [redacted] a callback from our advanced technical support department. We have corrected the billing concerns per his request and at this point we suggest that **. [redacted] ask that his technical concerns be escalated if his issues aren’t being addressed. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I signed up with HughesNet October 15, 2009. There service was never anything like their advertisement, "you know that video that everyone has been talking about, you can download it on HughesNet", not true. It was not until I signed into a two year contract that I found out that I had a limited daily download & that when it snows, I have to go to the dish & remove the snow to have service. October of 2011, they began trying to get me to sign a new contract, no way! I continued on with them on a month by month basis only, there were other service providers coming to the area & I was in search of a new one. [redacted] was selling to [redacted] was promising high speed internet to all of VT. The only thing that HughesNet was consistent about was removing $59.99 every month from my bank account. On April 30, 2014 I cancelled my HughesNet service. On Wednesday, May 21, 2014 I received a letter for insufficient funds on my bank account; HughesNet had attempted to remove a payment. On Friday, May 23, 2014 @ 12:40pm I spoke with Sandra in TX from HughesNet that switched me to management to check on the cancellation, she gave me #[redacted] as a reference number & then switched me to Tony L[redacted], who said that she was suspending my service so that if I did want to return to HughesNet, I would not have to pay a reinstatement fee, so I agreed. She gave me another reference # of [redacted] & said that she issued a credit & that I would have to call back to get HughesNet to refund the money to me directly. May 2014 I received an e-mail from HughesNet saying that my service was suspended for non payment, (I cannot get outlook to open with this screen that I am filing out this complaint form on, there is some program conflict, I will have to give you the exact date at a later time). I didn't pay much attention to it, I just figured that they had not completed the cancellation.Desired Settlement: Today, June 5, 2014 I received a written letter from the mail, HughesNet does not send mail except to try to get you into another contract. I called HughesNet again & I was again told that my cancellation was not completed & that I have only been cancelled for non payment. The agent wanted me to remain on hold & I refused & I advise that I have already cancelled twice & I am no longer playing their games & that I am filing complaints with the Revdex.com & the VT Attorney General's Office.

desired outcome:

leave my bank account & everything else about me alone! NO more mailers, etc either!

Business

Response:

June 27, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on October 15, 2009 and initially requested to cancel her service on May 23, 2014 but the account wasn’t canceled because there was an agreement to suspend the service. If [redacted] wishes to cancel the account it needs to be canceled with our customer support because at this point the service is still active. If [redacted] does cancel, there is no contractual agreement and the early termination fee of $400 does not apply since it’s beyond the 24 month commitment period. [redacted] disputed her last payment of $59.99 from May 26, 2014 with her financial institution and that amount was applied to the account as a debit. There was a credit balance at the time that amount was placed back on the account leaving a current balance of $49.80. 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:

[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 CANCELLED THIS FOUR TIMES WITH HUGHESNET & EVERYTIME THEY SAY THAT IT IS NOT CANCELLED!!!!!!!!!!!!!!

I DO NOT KNOW HOW TO MAKE THIS COMPLAIT ANY MORE CLEAR TO YOU PEOPLE!

[redacted] (Home & Fax)

Review: We have had Hughes Net for four years using the internet service for a computer shop. There have been nothing but problems from the very beginning. There was to be a set rate for each month however, everytime we get a bill, there is something else added. Every time the wind blows, internet service is down. We have contacted them over and over about this problem. We contacted them in May about the bill and was told that the bill would be adjust to a $0 balance and if we had any further problems to contact them. The first of June the service was turned off by Hughes Net. The business was moved so there was not a concern about the service being turned off. Then the end of July we receive a bill and a box to return the motem. They can have their motem (never worked correctly - it had to be reset daily and when they were told about the issue, they stated it was our problem). BUT, the bill needs to state a $0 balance as they stated back in May and we would like to be compensated for all the issues of NO INTERNET for nurmorous days and trying to run a business.Desired Settlement: I want a $0 balance on the bill and refund for many days of having NO SERVICE which they claimed the would credit the account for but never did. Motem will be returned when all this is complete.

Business

Response:

August 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, [redacted]’s account is cancelled and there is a current balance on the account $546.44 that consists of the unreturned equipment fee of $314.81 and a past due service fee of $231.63. Hughes issued an adjustment of $111.26 on 05/05/2014 as well as adjustment of $101.60 on 12/27/2013. Unfortunately, we will be unable to issue any additional credits/refunds for service fees. The equipment needed to be returned within (45) days of the cancellation date to avoid an unreturned equipment fee. Once we receive the equipment a credit of the unreturned equipment fee of $314.81 will be applied to the account. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. [redacted] would need to contact me directly for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

Review: This company charged my husbands card for $315 for unreturned equipment to begin this whole mess in June. The equipment was returned a refund was issued back to my card. I specifically stated that my card was only to be used for the refund then the account was to be closed and my card number removed from their database. They charged my card $315 in the beginning of August. When I called to complain I was given the worst run around EVER. They said they couldn't talk to me, only my husband. Then finally they were going to issue my second refund in 1-7 business days. on day 6 it did not show up and I called and my husband called and they said they didn't owe us a refund and then continued to lie. They claimed that [redacted] Credit Union (our bank) went back on July 1 2014 and reversed the original charge of $315 in June and we then owed them the money and so they took it. They informed me of this over and over and told me if I faxed them my entire bank statement to them they could research it and get back to me. I did not do this, instead I filed a fraud claim with [redacted] and they are handling it now. The call center continually lied, gave false information that someone with less education might have believed and bought in to, and refused to transfer me to any manager or the "Advanced Billing Department". This is a crooked business with crooked business practices and needs to be investigated. They tried to give me the run around and play the odds that I would take the loss and give up.Desired Settlement: [redacted] Credit Union Replaced the funds into our account but HughesNet needs to be investigated for their advertising and business practices and [redacted] credit Union deserves their money back.

Business

Response:

September 26, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account is registered to [redacted] and was activated on March 11, 2014 and requested to cancel his service on April 7, 2014. Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding [redacted]’ concern of requesting a refund, our records do indicate that after the amount in question of $315.90 was refunded a reversal was made for the same amount as a result of a disputed charge. [redacted]’s account has be credited the disputed amount of $315.90. However, due to the fact that [redacted] has been rewarded the funds from her financial institution, there is nothing to refund and she does not have an outstanding balance. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Hughesnet is the worst company I have ever dealt with. They are horrible and I am disgusted by the Revdex.com giving them an A+ rating.

I am in an online college course to better myself and hopefully more financially stable, but when I started my classes Hughes Net was the only one available in my area. Their service is the worst I have ever encountered. I have to tether to my phone just to get into my course books for class. This is ridiculous, delayed signal during class, whiteboard not loading till two pages later, and no capability to do live class speeches, which at times are mandatory. If frost, clouds, or snow or rain are anywhere near the dish you have very poor signal reception. I would NOT recommend this service to anyone anywhere unless they have no other option and then they should make sure they do not get overcharged for the pisspoor service they will get. Also, they need to find out if the company has a booster in the signal area for their home. I agree with a couple of the other reviewers, "Run, Do Not look back, Go another direction."

My husband and I moved to S[redacted], TX in June 2015. We signed up with HughesNet for internet services. The service was terrible, barely worked at all. Upon installation we explained our needs are were assured that the service they were providing would meet our needs. Customer support was no help at all. We cancelled at the end of July and were charged a $400 termination fee. This is ridiculous - the service hardly worked and was extremely slow when it worked and then they penalize us for terminating the account.

I recently cancelled my Hughes Net Internet service because the service did not perform as expected. I had the service for 6 months and Hughes Net solicited me as a customer through the mail when we moved in to our new home. What we later learned after contracting for the internet service, is that Hughes Net aggressively advertises 15mb connection speeds and conveniently down plays the frequent slow connection issues related to "latency" with satellite internet services. The fine print states "up to" 15mb, but the reality is the speed is so consistently slow and unreliable that the statement "up to" in and of itself is deceptive. Hughes Net also requires customers to sign an onerous contract for two years, if you do not cancel in the first 30 days you are assessed an early cancellation fee if you terminate before 24 months, the fee amounts to several hundred dollars. There are thousands of similar complaints on Hughes Net's own community forum hosted on their website. In addition, the independent publication "Consumer Reports" surveyed 39 internet providers in the US and published their results earlier this year, with Hughes Net ranking in last place in all categories of their survey. In my opinion, the aggressive advertising practices of Hughes Net that tout its high speed capabilities and the practice of Hughes Net inserting the words "up to" in the fine print as justification for delivering a troubled services, is misleading and deceptive.

Was charged multiple fees when told not to keep credit card on file. When canceling service we were told we have to go on roof of house to take off the dish.

Awful service. poor representation of their services.