Hughes Network Systems

Review: [redacted]/Hughes net contracted to provide me with Internet service, which has not been provided for 5 months, for which I have paid in full.

[redacted]/Hughes net contracted to provide me with Internet service, which has not been provided for 5 months, for which I have paid in full. In November 2013, I moved to [redacted] Kentucky and contracted with [redacted]/Hughes net to provide television and Internet service via satellite. The day that the installation occurred I was informed that [redacted] subcontracts with Hughes net for the Internet service. (This was the 1st time that I was given this information) I have contacted both [redacted] and Hughes Net at least 17 times to resolve the issue.(Case#[redacted]) The problem is that I am unable to access my email which is the predominant reason for the Internet service. My job requires that I have email access. Each time I call Hughes Net I am told that a senior IT person will call within 72 hours, however, this has never occurred. For some reason the email address: [redacted] does not exist using Hughes Net as an Internet provider. I have been able to get in my car and drive to a nearby hospital or business, and through a different Internet provider access my email without any difficulty. However, I am paying Hughes Net $61 a month for this service, but do not receive this service. When I tell the customer service department at Hughes Net that I would like to disconnect my service, then they remind me that I must pay a $400 early cancellation fee. I am told the same thing when I call [redacted]. However, there has been no attempt to resolve the issue from either company.Desired Settlement: Even though Hughes net has charged me $61 per month for the past 5 months without providing the adequate service. I simply want to disconnect my service without any further penalties.

Business

Response:

April 22, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter, to the executive customer support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 8, 2013. At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, Hughes will work with **. [redacted] to insure that his service is operating the way it should be for his level of service. **. [redacted] has been informed that Hughes isn’t responsible for making it possible to access an email site outside of Hughes’ webmail; however our advanced technical support will attempt to troubleshoot and resolve the issue of not being able to access his email server with [redacted]. If **. [redacted] does still wish to cancel his service during his 24 month commitment period he will be subject to an early termination fee as described in the 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, [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: The issue has not been resolved. **. [redacted] admits that I did call in multiple complaints as he was reading my file that has been recorded with Hughes net. He also admitted that no one has ever called me from Hughes net until they received this complaint from the Revdex.com. I was promised a senior technician to call me an attempt to resolve the issue in December, January, February, and March. However, this never occurred. **. [redacted] did connect me with a senior technician by the name of [redacted] who was to call me on Tuesday April 22nd at 6 PM Eastern time. [redacted] did call and unfortunately at exactly that time I was involved in an emergency (I am a cardiologist and was on call that night, and had a patient who was having a heart attack and I needed to perform an emergency catheterization and angioplasty exactly at that time), one of the nurses in the Cath Lab did answer my phone for me and asked if [redacted] could call me back Wednesday evening at 7 PM Eastern time, [redacted] agreed to do just that. That evening I went home, so that I could talk to [redacted] when he called and hopefully try to resolve this issue, unfortunately I found that there was no Internet service at all. I waited for [redacted] to call, however, he did not call, most likely because he knew there was no Internet service at all that night, and he would be unable to assist me to resolve the issue. I tried to explain to **. [redacted] that part of my income is made using the Internet and my email address. If need be I would be happy to furnish my income tax returns demonstrating that each year between $25,000 and $30,000 of my income is from consulting via the Internet, which requires the ability for me to access my email. For example, on that same evening Wednesday, 23 April, because I had no Internet service, and no ability to access my email I had to go to a nearby [redacted] and use their free Wi-Fi. There I sat down and exactly at 8 PM called into a conference call, and at the same time, the company whom I was calling sent me a web site link to my email address where I could then click on the link and together we would be able to discuss guiding catheters, balloons, and various stents used in coronary interventions, via this web link. For this one hour conference call using the Internet I was paid $275. For the past 8 years I have done 3 or 4 of these conference calls, per month.. As you can imagine I do not want to lose this capability. However, **. [redacted] seems to think that I am asking too much to be able to access my personal email. In fact, this was the primary reason for me to obtain Internet access through [redacted], who then informed me that I would be dealing with Hughes net. I do not think that I should continue having to pay for service that is not provided, and I do not think I should have to get in my car and drive to a [redacted] to access the Internet and at the same time be paying Hughes net for the service that they are not providing.

Regards,[redacted]

Business

Response:

May 29, 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. It is our understanding that **. [redacted] has some concerns regarding his service. Regarding **. [redacted]’s latest concern, we would like to reiterate that the issue **. [redacted] is having isn’t a Hughes related issue. Our records indicate that we have again tried unsuccessfully to reach **. [redacted] on May 22, 2014. It is suggested in order for **. [redacted] to have an agent from advanced support attempt to resolve his issue is for him to call when he’s available to troubleshoot. 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: I am sure that if **. [redacted] checked the files under my name/phone number he would find that I did call and request a senior IT specialist to come to the phone and try to resolve the matter on November 20th 2013, however no IT personnel was available. I was told that I would be called by a Senior IT specialist to help resolve the problem, however no one ever called. On December 10th, 2013 after not receiving a call for nearly a month I called with the same complaint again. Once again an IT person was not available to come to the phone and I was told that an IT specialist would call me in a few days. Unfortunately that did not occur either. January 15th 2014 I again called with the same problem, and again an IT specialist was not available however I was told that one would call me within a week which also did not occur. February 4th 2014 I again called and requested a Senior IT specialist to help resolve the issue and again one was not available but would call me within the next 48 hours. However there was never a phone call. March 26th I again called requesting an IT specialist to come to the phone, of course one was not available but would call me within a week. That phone call never materialize either. It was not until I filed a complaint with the Revdex.com that I received a phone call from Hughes net. **. [redacted] is correct that on April 22nd 2014 I did receive a call from an IT specialist whose name was [redacted]. Unfortunately I was involved with a patient having a heart attack at the time and I was performing an emergency angioplasty on this patient, one of the nurses in the Cath Lab answered my telephone for me and relayed to me a message from [redacted] who agreed to call me on the following day, April 23rd to resolve the issue however he did not call. I am sure that if **. [redacted] checks the file he will find the above information is correct. He suggests that I should call and speak to a Senior IT specialist which I have attempted to do at least six times, but it does not do me any good to call if no IT specialist is available to speak to me. I also want **. [redacted] to realize that in order to answer this email and type this letter, I cannot simply open this link from the Revdex.com on my computer at my residence (which I am paying Hughes net $61 a month for) because my Internet service from Hughes net does not allow me to access my own email. I must get in my car and drive to the hospital and use the computers at the hospital to access my email and have the ability to type this letter. I do not think it is too much to ask to actually speak to an IT specialist and try to resolve this issue. My phone number is: ###-###-####. Please call at any time.

Regards,

Review: I have been a HughesNet customer since August 2013. I am now moving and want to terminate services through HughesNet. I do not wish to transfer service to my new address for multiple reasons including: slow internet speeds, poor customer service, and I cannot have a satellite dish installed at the new location I am renting. I did not sign a contract of any sort with HughesNet.

I spoke to a customer service representative today (May 23, 2014) and this person told me I have a 2 year contract for internet service; which baffled me, never having signed any contract nor having a single physical trace of agreement to internet service terms. This person then told me there would be a $200 fee for early termination.

I also wish to question HughesNet methods for collecting bills. They require the customer to sign up for automatic bill pay via echeck or credit card. HughesNet is going to withdraw this $200 early termination fee from my account, even though I do not agree with the charges.Desired Settlement: I should not be required to pay this bill because I did not sign a two year contract with HughesNet. I also wish for HughesNet's bill collection procedures to be questioned. I do not agree with the early termination fee and I feel that there is nothing I can do because HughesNet has access to my banking account.

Business

Response:

June 11, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to Shawn [redacted] and was activated on August 5, 2013. On May 23, 2013, **. [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 $280.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $120.00 to her account to help offset the early termination fee. We spoke in detail to [redacted] and advised that we didn’t receive any calls prior to the request to cancel to report any problems with the service. We informed [redacted] of our decision on June 11, 2014. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I contacted HughesNet for internet service, and this was installed June 3, 2013. NEVER, at ANY time was I told there was a 24 month "contract". I never would have agreed to that, as I knew one year ago I would not be living in this location beyond 14 months... not even close to 24 months.

I called today (phone # ###-###-####) to discontinue service at this end of June 2014 (I am moving), and was told they will charge me $235 for early termination of my "contract". I told them I was never told about a contract, but they continued to say my credit card on file will be charged $235 for early termination on July 2, 2014.

I called HughesNet back again today and asked them for a copy of this "so-called contract" that they say I have with them. After quite a run around, a representative named "[redacted]" said I had to contact the installer, and that they kept the contracts and could get a copy for me. I called the installer (phone # ###-###-####), and he said they do NOT keep the contracts, and in fact send them to HughesNet on the day of installation.

I called HughesNet back for a 3rd time today. This time I was told by a male representative (I could not understand his name after asking three times) that he was "looking at my contract on the computer" and could "see (my) signature". I said I would need a copy of that contract. He said he cannot send it to me. I asked that he find someone within the company who is able to send a copy of the contract to me, either by email or hard-copy in the mail. He put me on hold... he returned and said the contract with my signature was only for installation and does NOT say anything about a 24 month contract.

The HughesNet rep proceeded to tell me the contract is a VERBAL contract. I then asked them to find the recording of their representative telling me about a 24 month contract, and my voice saying "Yes! I would love a 24 month contract!". I, of course, know that no recording exists because, again, I was NEVER told about a term of 24 months (or any other duration). He told me it is "impossible" for them to find my recorded phone call. He said they don't need proof... that "all HughesNet contracts are 24 months and they would never agree to anything else".

This brings us to the problem.... I would NEVER agree to a term contract of any length. At the time I spoke to the sales rep on the phone for new service I was NEVER told any duration. I was under the impression that service could be stopped at ANY time for ANY reason.Desired Settlement: I will NOT be paying an early termination fee of $235, or any other amount. Since I was not made aware of any early termination possibility, I want this cleared off my bill and for there to be no future backlash against my impeccable credit.

I also want their policy and procedure - corporate wide - to be adjusted so their sales representatives are upfront about all charges, even at the risk of their commission.

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 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 service was activated on June 2, 2013. On June 12, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $235.00. 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 circu**tances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $235.00 to her account representing the early termination fee. That amount will be refunded to the card on file. 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: Researching internet providers, Hughes net rep refused to offer any

pricing information without running a credit check on me.

This would obviously 'ding' my credit rating and I found

it incredible that they would INSIST on running my credit report

prior to my decision to go with this company.

I find this policy not credible and definitely not user friendly....

Is this legal?

Business

Response:

August 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10138451 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support reviewed all pertinent database records prior to attempting contact with [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of [redacted]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her complaint. It is not procedural to require a credit check for pricing. The only thing that is required is an address because pricing can be different for different areas. Usually a credit check is only done when a credit card is given to establish service to qualify the account for the lease option which is less money up front. If [redacted] didn’t complete the sale and only called to ask about pricing, a credit check isn’t necessary and we will investigate her concern. If a credit check was done and she didn’t have any intention of subscribing to the service such as giving a credit card she can always dispute the inquiry with the credit bureau. Hughes’ credit check isn’t a negative impact and is only considered to be a soft inquiry. 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 internet service has nothing but hidden cost and lack of information. I am being charged a early cancelation fee even tho I never consented to a 2 year contract. I asked for proof that I consented to a 2 year contract and was told when the service was made the representative told me about the contract but there are no reordering of this event. I was never told about this 2 year contract and without a reordering I don't see how they could hold me liable for early cancelation fees! All other service have recordings or signatures showing consent for this reason. I never consented. I've only had the service for 3 and half months and it's never working or they say I'm out of gigs. I have called them ever month since I started the service because of it never working or its really slow. I would never recommend them... worst service ever. What they do is illegal!

Terrible online customer service! Techs barely speak English and several calls and hours later they were unable to solve the issue!! Offer great deals off your bill for the first few months! We had to call them and spend a day on the phone to get the deals! Dont bother trying to watch any movies online! it will use up all your allotted Gigs for the month and you will be throttled so your connection barely works!! That is unless you can stay up from 2am to 8am and use the bonus bytes!! They know they suck thats why they force you to sign a 2yr contract!! RUN FROM THIS COMPANY!! WAS HAPPIER WITH DIAL-UP THAN HUGHESNET! EXPENSIVE JUNK WITH TERRIBLE telephone and online customer service!! Tech who came to the house to fix it twice so far was great though.

Review: When I signed up for Hughes net gen 4 I was informed installation would be free due to a rebate of full install charges and that I could cancel before 30 days without any cancellation charges and still be eligible to get a full refund of the product I purchased as well as still be eligible for my rebate for the installation charges of $199.99. The rebate form states "Hughes Net service must remain active for a minimum of 31 days" There for I would not be eligible for my rebate for the installation charges of $199.99. When calling Hughes net for information on getting my installation charges refunded I was informed to call red ventures for a call review of the day I signed up for services. I was given 4 different numbers each number I called said they were unable to pull up any account information so there forth they were unable to do a call review if there was no account. I called Hughes net gen 4 6/15 and spoke with an agent to inform of the frustration of trying to get a call review and all numbers I was given for red ventures for my call review they were unable to do a call review due to no account under my name. The agent I was speaking with on 6/15 informed me that they do not do call reviews any more and also informed that there calls are no longer recorded. Therefore she was unable to refund me my installation charges. I asked for corporate address and ended the call. My account number with Hughes net is [redacted]. I was also was not informed that It would cost me to return my equipment back to get my full equipment charges refunded. I have spend $477.97 On a service I had for no longer then 30 days.Desired Settlement: I would like my installation charges be refunded, as well as that Hughes net informs customers that the calls will not be recorded or that they are not eligible for a call review ,if call reviews are no longer available. Also I would like that Hughes net informs Customers who purchase Hughes net equipment that if they would like a refund on equipment costs that the customer will have to pay out of pocket to send equipment for the full refund of equipment charges. Hughes net should make sure ALL employees are aware of the rules and regulations so this doesn't happen to another Customer.

Business

Response:

June 18, 2013

Review: Prior to moving, I had problems with HughesNet service where unexplainable loss of usage percentage, one at 56% and another time 71% that registered 0%. Thus my service/connection was "limited" and connection speed reduced. In addition, I would get errors of "server problems connecting" to my accounts online; which is critical because I publish websites as well as make payments and communication with my personal accounts. After a lengthy time, the tech support got my service working correctly and then provided "tokens" to make up for lost usage percentage. Also, when I upgraded my system to Generation 4, with more usage allowed; HughesNet, without consulting or notifying of such - restarted my contract back to zero with a new contract [without my agreement or signature] for a full 24-months as if I had just started with their service.

On August 1st, I moved to new location [[redacted]] and a dish/connection was established. Within one week I had once again had problems as previously described and spent three hours on the telephone trying to resolve the problem. A technician was supposed to notify me during the first problem and when I called daily for three days they kept stating that I would be contacted the following day. I had been paying a little less than $100 for this service that I was not getting. A few days after installation, I called about the server connection problem and sporadic "limited" situation and the installer had not installed the satellite system correctly and a cable wire was dangling off the roof and banging on the side of the house. [Case #[redacted]] - when I called about the improper installation, the tech told me that I would be charged for the installer to come out again. In addition, I waited for two weeks for a technician to call to let me know when someone was to come and fix the installation problem and exchange the Hughes 1000 electronic system to see if that was causing the erratic service - despite several phone calls, I still waited for service. The last time I called was August 21st, and was told the installer did not come by because someone misplaced the order or wrote it up wrong - and despite complaining to a supervisor, was told I would still be charged for the visit of an installer to fix something because of improper installation. I still had sporadic "limited" service despite having enough usage percentage. By this time I felt that they had not only wrongly extended my service contract, but since they refused to take care of the problem; whether it was a mistake or not - I was paying for service I was not getting. Today I send their equipment I was leasing, as instructed in a correspondence via UPS. I received a statement/letter stating that I had to pay $310 for breaking the contract.

All this time I tried to be patient, but after months of problems and refusal to fix the installers mistake without charging me; as well as having trouble accessing important accounts that I use to pay online bills; as well as putting me behind in working with my websites - HughesNet was not holding up to their part of the contract and they wrongly extended my contract just because I had upgraded [which they did not do the last time I upgraded]. I now have a service where I have unlimited access/usage and pay half of what HughesNet charged.

I am living off a social security check - and certainly cannot afford to pay for service that is so expensive as well as so inefficient and costing me time and money and problems with online account access.

I have no problem sending back their equipment [will ship today at nearest UPS drop center] - but I am not going to pay for a contract fee when the contract was wrongly extended as well as the fact HughesNet service was not acceptable and I was not getting what I was paying for.

The case numbers for the conversations were: #[redacted] and [redacted].

I ended service on August 21st but had already paid for service to October. I owe nothing and should not have to pay.Desired Settlement: Equipment mailed back to HugesNet and I should not have to pay $310 or anything for a contract that was nothing but a headache and wrongly extended. I no longer want to be contacted by them and want this to end.

Business

Response:

September 30, 2013

Review: I called Hughes net and talked to a lady who told me that I qualified for a higher plan for 59.99 because of my credit score. She told me my final bill would be 64.50 for 2 years and that I wouldn't have to pay any rental fees. I had it installed on 8-27-13 and when I got home it didn't work. I called customer service and talk to the technical support department. They told me I was on a lower plan for 74.50 a month and I was only getting .5mb when I was told I would get 10 mb. I spent an hour on the phone and it didn't end up working. I called back tonight and spent 2 1/2 hours on the phone during which I had to call back because the guy hung up as he was telling me that he did see in their notes that I wasn't supposed to be charged that much. I called back and had to talk to someone else who said there was nothing in the notes!! I am very mad because I was lied to about my plan and the monthly cost and the customer service was awful!!! I am beyond frustrated with this whole situation.Desired Settlement: Give me what was originally offered to me and quit treating customers terribly!

Business

Response:

September 25,

2013

Review: I signed up for Hughes Net internet services on 3/15/13 & installation was performed on 3/17/13. I was told in my (verbal contract) that my monthly bill would be $39.99 for 3 months, plus an additional $9 for equipment charges. After 3 months my bill would increase to $59/ month. This is an automatic monthly draft & charged to my credit card.

I have had multiple proble** with the "fast" download speed in which they advertise, as well as each month my bill is a different amount. The following are the monthly charges to my credit card:

March: $48.08

April: $58.13

May: $58.13

June: $57.02

July: $76.18

Aug.: $71.18

Sept.: $89.89

I have made multiple calls to the company about my dissatisfaction about the speed that was advertised for uploads / downloads, as well as the rising cost of service when my contract stated $59. As you can see, each month is a different amount. They had no explanation for that when asked.

I contacted Hughes Net 8/19/13 about the bill of $76.18, the representative that assisted me said they would "upgrade my service" to the Power Pro Plan & that would provide me with 15gb /month, as well as increased speed, all for a LOWER amount of $51, and she stated that she was able to do that to please a dissatisfied customer.

I received a new bill (for Sept) and that amount was for $89.89, NOT $51.00 as previously discussed in August. I called the company back & finally spoke to the Billing Supervisor, [redacted], who told me the best he could do is downgrade my service to the previous "Power Plan" for $59.99/ month & said he would have to review the previous conversation from August. (The confirmation # for that change in Aug is #[redacted]) "[redacted]" said he would email me a confirmation of the change made today but I have still yet to receive it. I feel this business is misrepresenting their clients and overcharging their customers month to month. The representative I spoke to in Aug even said they were able to make these lower rate changes to customers calling to complain! (Even though I have yet to see a lower bill) this is a 2 yr contract with Hughes Net and I am very dissatisfied with their unprofessional service.

Can you please advise me what action I can take, if any? This just see** very unfair from the original contract fee of $39.99!

Anxiously awaiting your response, [redacted]Desired Settlement: From the phone conversation on 8/19/13 to be on the Power Pro Plan of $51.00, confirmation #[redacted]

Business

Response:

October 31, 2013

Review: First contact with HughesNet on Sept. 20, 2013 to resolve an overpayment on my end of $211.08.

Contacted again on October 10, 15 and 17, 2013.

On Oct. 17 they told me the monies would be deposited to my account in 1 to 7 business days.

As of Nov. 2, 2013, no monies have been deposited.

Contact on Nov. 2, 2013: told me funds had been released to my bank and I would have to contact my bank.

Contacted my bank on Nov. 2, 2013, US Bank, and no funds had been deposited into my account.

US Bank told me I would have to contact HughesNet to resolve problem.Desired Settlement: Refund-Credit Card Credit ASAP

Business

Response:

November 15, 2013

Review: I signed up for HughesNet internet in August of 2013 with the lowest package possible, there was a delay in getting the service installed they lost their equipment on the UPS truck and set back my installation but didn't have a date for new installation promised a credit on my account that was never received. Finally I was installed a week later. I had major billing issues and had to change the type of account I had because they would not provide the credits promised even with ticket Id's provided. However the service nor speed was adequate as advertised. I had diagnostics ran on my computer to see if the problem was on my end, no problem was detected. I recently moved to a new location transferring service they wanted to charge me a transfer fee, something I was completely unaware of, finally I was able to get the fee waived and service transferred I was hoping that the service would be better once installed at my new location, the lag time was worse at my new location, I had the tech personal number called him to come back out to the location and he ran the set up on my computer and said I was receiving 100% signal there should be no problem, we were still unable to stream, upload or surf the net at the speed we were paying for. In order to get my school work done, I had to pay for another local internet service provider and I am currently happy with their services and have no proble** getting my college work done or sharing the internet with my tablet. I called to cancel HughesNet service and I was informed I would have to pay a $400 cancellation fee, because they couldn't find where I called about having trouble with my service, I informed the rep of all the case ID's I had, the tech coming to my house on two different occasions and the diagnostics ran on my computers and she said well I don't see that so I have to charge you the cancellation fee or I can send a tech back out to your house. Ive gone through enough to try and get this service to work already, and Im tired of paying a high price for service that doesnt work, this is false advertisment and theft to me taking money for service that doesnt work. I think this is completely unfair for a customer whom are paying a high price of 71.48 a month for internet that doesn't run at the speed promised to have to pay more money for a service that is not provided appropriately. I see all the complaints online about their lies and not giving people the service they pay for, someone needs to look into what this company is doing to their customers and fix the issue. I wouldn't recommend this service to anyone.Desired Settlement: Waived cancellation fee being this issue is on HughesNet not customer.

Business

Response:

December 9, 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 her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **.

[redacted]’s service was activated on August 27, 2013. Regarding **. [redacted]’s concern of slow speeds, Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAI** ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.”

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. Hughes we will work with **. [redacted] to insure that her service is operating the way it should be for her level of service. **. [redacted] needs to conduct speed and web response tests using our supported customer care site and then attempt to troubleshoot with technical support. If her speeds are below average speeds, we will put her in contact with our advanced level technical support to troubleshoot the issue and have it resolved as soon as possible.

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. However, Hughes agrees to make an exception regarding our cancelation policy. If **. [redacted] still wishes to cancel, we can credit a portion of the early termination fee.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Very truly yours,

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 have waited over a month for this cancellation issue to be addressed, since November 14, 2013. I tried to cancelled the service it should already be cancelled. Therefore you are still billing me and did not address my call to cancel. I have already been through the steps to determine my speeds are below average, also the tech has been to my home 3 times to correct the error. I am a student who needs to attend classes online, this has affected my 4.0 GPA; not being able to attend classes because I can not get my internet to work properly that I pay a very large price for, therefore, it lead me to contact another internet provider to have service at my home. I could not take more of a risk losing more money that I pay for my classes because your company provides poor service to their customers. I received [redacted]' voice mail on December 9, 2013 asking me to contact him back, no offer was provided on the voice mail. Then I received this email basically stating he has resolved the issue with me, when he hasn't even had the chance to speak with me. I understand you want to resolve the issue but I, as a business owner myself would believe you would take the attentive steps to fully understand the situation before attempting to resolve an issue you really don't fully understand. Companies lose clients because of customer service. I have contacted your office and was unable to reach [redacted], I spoke with [redacted] he reviewed the account and all notes, retrieved my concern and handled the situation by': credited my account back from the date I originally called bringing my account back to zero; processed my cancellation, that should have already had been cancelled, and credited the full $370.00 for early termination in full on my account. Informed me on the 27th I will get a return box to send back the equipment and a tech will come to my home to remove the radio transmitter on my roof. I am satisfied with this resolution and I have a confirmation number to reference back to [redacted]. as long as this processes as discussed, I will close this case.

Review: HughesNet debited $100.18 from my [redacted] account. Neither my wife nor I authorized such transaction. During initial setup for Internet service, the customer sales representative stated HughesNet would not charge any fee(s) for installation. We were clearly charged. My wife proceeded to call the company for a resolution. The customer representative was not very helpful and was very rude. In the end we didn't receive a full refund, nor apology, nor an answer to why they have treated us in this clear and rude manner.Desired Settlement: We feel that it is very appropriate and warranted that HughesNet issue us a refund, but further more they issue all the customers they have wronged in any way a public and heartfelt apology. My family rightfully believes this is no way, morally or legally, you treat a customer and definitely a member of the Armed Forces.

Business

Response:

March 18, 2013

Review: I moved and have not been able to get ahold of them to set service up. I have called 8 times being put on hold each time and never speaking to anyone.

When I signed up for Hughes Net internet service I was told my kids could use it for gaming, it does not work. I called several times each time being put on hold and never speaking to anyone. When you sign up for the service you get someone from in the states they answer the phone and are very eager to get it installed. After this when ever you call about a problem or question you get someone out of the country who cant help. I moved and suspend the service, they started the service back up deducting money from my checking account with out me setting service back up. I have called over 8 times since I moved back in November and each time I'm put on hold for so long I have to hang up. Last time I spoke with them I was on hold for 50 minutes before I spoke to someone and he couldn't help me. He just tried to get me to sign up for another service from them. When I told him I was not happy with their internet service and it didn't work on gaming he said it only works on certain games, how come know one told me that when I signed up? How am I suppost to know which XBOX games work on it? When I told him I didn't want their internet anymore he said I would have to pay $375.00. I told him you already deducted 2 months ($107.00) and I don't even have the service at my house. When I have called to set it up I cant get through to anyone and now I have to pay you more money. He then put me through to someone else who said he would knock it down to $200.00. If I pay this it would be a total of #307.00 all together,for nothing. I don't think I should have to pay anything I told him. That called last for 1 hour and 45 minutes. I have 8 phone bills showing calls I made to them, I was always put on hold and after about 20 minutes or so I would have to hang up because I was either at work or was having to take care of something at home. When I tried to tell them your internet didn't work very well at my old house and gaming didn't work all they tried to do was up sell me on some other internet product. I planned on having the internet hooked up at the new house even know it didn't work well and the gaming didn't work. But after I called over 8 times and never got to speak to anyone, and then they took it upon them selves to draw two months premium out of my bank account on January 1, 2013 I decided I don't even want it hooked up at my residence. I feel it is unfair I have to continue to pay for a service that don't work and I couldn't get hooked up. I informed both men I spoke to this was the worst customer service I have ever dealt with in my life. Once they have you locked into a contract they know longer care if their product works or even does what they promised, or that you can get ahold of them. It is very frustrating that when you do finally reach someone they are from out of the country and can barely understand what you are talking about. They just try to keep reading what ever script they have written down, they really don't want to deal with your issues. I wouldn't recommend this company to anyone! I have been in customer service for over 20 years and this is by far the worst company I have ever dealt with.Desired Settlement: I want to be let out of my contract with out having to pay any money. I feel Hughes Net should refund the money they deducted from my account.

Business

Response:

March 22, 2013

Review: We got Hughes Net as our internet service provider. For the past year while using Hughes Net, the service has been terrible, or the lack of service for several months. Upon calling Hughes Net about the service they are NOT providing yet I am paying for, the response I get is "Sorry we cannot help your internet is not working but you still need to pay for it, but we will discount your bill $10.00." I do not want a discount, I want internet service or I want my contract ended. They are not fulfilling their part of the contract to provide working service, however still expect to be paid. I do not want anything to do with this company however they are blackmailing me to continue to pay them $70 a month or pay a huge lump sum to disconnect my service yet I DO NOT EVEN HAVE SERVICE!!! THE INTERNET DOES NOT WORK!!!!! I have called several times and they tell me each time, Sorry can help you. This company is an extortionist!!!!!!!!!!!!!! They need to be STOPPED!!!!Desired Settlement: I want HughesNet to let me out of my contract and no longer provide any type of "internet Service" to me. I am not receiving the services I am paying for yet they deny me from ending my contract unless I pay a huge lump sum of money however I do NOT even get to use the internet. So basically I am paying 70 a month to throw out the window or I can throw 400 out the window at one time to stop from paying the 70 a month. I JUST WANT TO END MY SERVICE WITHOUT PAYING OUT THE REST OF MY CONTRACT THAT THEY ARE NOT HOLDING THEIR END OF THE DEAL!!!!!!

Business

Response:

April 25, 2013

Review: I first contacted hughes net back in December and spoke to a representative. I was very clear to her on the reason I was needing internet service. I told her that I use it to stream movies from Netflix, my son chats online with his friends and does online gaming. We have a laptop, a computer, mobile devices and ipads that we connect to via wireless network. She advised with all this I would need to obtain the power max plan of 99.00 a month. Even though it was 50.00 more than what I was paying with [redacted] u verse I decided to sign up for the service because [redacted] was not in my area. The service was set up to be connected on 01/15/2013. The Tech did not arrive the day of 01/15 but on the next day. The tech connected the service and was on his way. When my son tried loggin into his play station he advised that the service was very slow, it lagged, it gave errors and took for ever to load. When I contacted customer service the representative advised that they had discovered a problem with their power max max plan back in December, at this point I became upset asking the representative why I had been sold a service that they knew they were having problem with. I told him there was 100.00 taken out of my account for services that is not even working. At that point he apologized and advised he would provide me with a credit of 20.00 a month for the next 5 months. I advised this credit was not anything that he was giving me because all he was simply doing was giving me my money back in 5 payments. He advised he would switch me over to the lesser plan of 79.00 a month. I agreed and when I tried it again it was the same issue or worse. I called customer service once again and spoke with another representative who informed me that he would remove the change of tech support insurance and would suspend my service for 6 months while they resolved their issues. When I looked at my bank account charges of 20.00 had been debited from my account. I called customer service once again and they advised it was for the tech support insurance and the lease of the equipment. I informed the rep Marisol that I had been told by the last Rep that this service was going to be removed so I would not have to pay it while my account was suspended, she checked her system and since the rep did not make note of that she informed me that the he had not informed me of that. I told her I had no reason to lie to her. At this point I want to reach out to someone to help me resolve the issues that I have been having. I signed up and I have never once received the service hughes net agreed to provide to me. I am in a contract that is not even providing me the service I signed up for. Why do I have to be penalized of paying an early termination fee of 400.00 when hughes net has not been able to provide me the service I signed up with?Desired Settlement: I would like to be let out of the contract with Hughes net and not be penalized with the 400.00 early termination fee becuase they are not keeping up with their part of the contract.

Business

Response:

May 2, 2013

Review: Have been trying to cancel and not do bussiness with this company since March.

Have called three times to have them send me the carton to return equipment.

While waiting for the equipment they turned my account over to a collection agency.Desired Settlement: I want to return thier equipment and never deal with them again.

Business

Response:

June 19, 2013

Review: The initial complaint with Hughes Net was that their advertising while making a sale did not match when you tried to act on the cancellation....after many months of dealing with Hughes Net, the current complaint is that they have thus far failed to honor a verbal commitment to provide me with my full money back refund. Here's a quick summary of what has happened:

On January 10th, I call to inquire about Hughes Net services (number found on the HughesNet website). I spoke with [redacted] (and even had his direct line) who said he was from Hughes Net, but later I found out that he was an employee of [redacted] contracted to do sales for HughesNet. I was told of these terms:

• 30 day risk free trial with money back guarantee

• Purchase Equipment with free set-up and installation $199 + $100 mail in rebate (=$99)

• $39.99 for 1st 3 months and $59.99 after

• Confirmation # [redacted]

Two days later, HughesNet was installed, but we were:

• Given no paperwork, contract, etc.

• Only told to initial saying he checked & it was connected (working)

Then, came the first billing charge – We were charged $459.97 instead $238.99 ($199+$39.99) like we were told. So...the fun begins...we call HughesNet, and they tell us to have [redacted] make a note of the free installation/setup on the account for it to be credited. They also showed me the rebate forms for the additional $100 off, but would have to wait 2-3 billing cycles before it could be submitted.

On February 11, we chose to cancel the account with Hughes Net (during that first month free trial) due to inconsistent service. I was told that I would have to pay for the shipping and handling to get the refund, as well as $100 for someone to uninstall the system for me. [redacted]'s supervisor [redacted] (who I still at the time thought was all employed at Hughes Net) told me Hughes Net would send me a box and I would pay shipping, then the refund would take 45 business days. After two weeks, I still had not received the return boxes, so I emailed Hughes Net (quicker than phone usually) to make sure it was sent out. I was then told that since my account was a purchase program, I would NOT receive a return box. And that once I returned it all, I would get $199.99 for my equipment. I asked for a call back for review, since I was told that it would be a FULL refund ($459.97.) Call back NEVER received.

2/22/13 – Called [redacted] to explain and ask for assistance from [redacted]. Left voicemail. No return calls received by [redacted] or [redacted].

2/26/13 – Called Hughes Net again – talked to [redacted]. Sent a managers request for return boxes. Will receive return boxes within 15 business days. Return Hughes Net Modem, Radio Transmittor (on arm of the dish), cords, etc. Confirmed boxes were going to be sent #[redacted]. Also discussed refund amount, as $200 is NOT acceptable. Transferred call to his manager, [redacted]. [redacted] said only equipment refund ($199.99), not the setup and installation – Hughes Net typical policy. Since we were told that the setup and installation was FREE up front, he transferred me to the Pre-Installation Dept (###-###-####). Per Brock in the Pre-Installation Dept. of Hughes Net, he has made notes and set up a call review concerning initial call and what was said. 3-5 business days, then I will get a return call from Hughes Net with call review outcome.

3/11/13 – Still have no return boxes. Called to check with #[redacted]. Confirms the return box order is there.

3/19/13 – STILL have no return boxes, even though they indicate there was an order put in for them. Took all equipment (per the instructions in my email from Hughes Net about de-installation), and mailed it via FEDEX – paid for box, shipment, and $200 insurance, and signature required at the cost of $36.80. Tracking #[redacted]. Delivered on Thursday, 3/21 to Hughes Net.

3/29/13 – Called Hughes Net regarding return, refund, and call review for setup/installation refund. (Was supposed to get the call review status a week ago at latest). Was told that they had received my return and the refund typically took around 3 weeks to appear. Was also told that they were no longer doing call reviews (even though they had told me they were), so I would need to call [redacted] directly at ###-###-#### to receive a refund directly from them for the setup/installation fees. This is when they explained to me that the sales person was a contracted employee for Hughes Net, and that I hadn't been working with Hughes Net themselves.

4/18/13 – Tried calling [redacted], but had no extension or last name to get me to anyone (computerized system). Looked them up online and sent an email explaining that I needed an immediate call back regarding the issue. [redacted] called me back and said she had personally reviewed the calls and signed off on the refund for Hughes Net on 3/1/13, and thought it was completed. She is calling Hughes Net and will call me tomorrow to let me know an update. Her direct line is ###-###-#### and her cell is ###-###-####.

4/19/13 – [redacted] left message indicating that she had faxed over information to Hughes Net telling them to release refund to me, as she had listed to call review and determined I was misled in initial sales call concerning free setup and installation and full money back guarantee. Should receive refund for setup/installation AND first month subscription. Will call Hughes Net in a few days to check on status of refunds.

4/23/13 – Called Hughes Net -- Processing credit of $459.97 – sending check to us (since cc number on file was cancelled due to fraudulent activity.) Should receive check within 45 business days. Per Silver @ Hughes Net. (END OF JUNE IS OVER 45 BUSINESS DAYS!) For once, there was an "end in sight", so I waited patiently for the check to arrive.

6/24/13 – Called Hughes Net – We are at 43 business days now and still no check, so I decided to call just to be sure it wasn't lost in the mail or something crazy. Hughes Net said they saw the refund credit on the account but contacted the advanced billing dept who said it was never actually processed in April like they said it was. I was told that it would take another 45 business days for me to receive it. Asked to speak to Supervisor, as another 45 days is unacceptable when I was told 2 months ago that it WAS processed. Billing Supervisor [redacted] said there was no way to expedite this credit, even though it was again their mistake, but it was “RE-processed” today. I asked for a direct contact number or email address to be able to check on the status frequently (without having to go through the entire process of notes with them each time) to make sure it really was processed...not like it was and then wasn't in April. She cannot give me a callback phone number but said she will call me back around 8am/8:30 on Wednesday 6/24 to tell me status of the credit at that point. Forgive me if I'm skeptical, but since January, I've been told one thing, and then told another...over and over again...with still no resolution.Desired Settlement: Though at this point (over 6 months since the cancellation of the "free trial") with still no resolution, I feel entitled to monetary compensation above and beyond the $459.97 promised due to their poor business practices, I would be satisfied with my promised refund of $459.97 being expedited and received by July 31st, 2013. I would also like my case to be made aware to the Hughes Net company, so they can see the poor advertising/business practices that were used in our case, in hopes that others would not have to endure such trials.

Business

Response:

July 08, 2013

Review: They changed our free internet time without notice, they block Steam from allowing me to login, they have given us sub-par internet from day one, and their tech service is a joke with their representatives being borderline passive-aggressive.Desired Settlement: I want them to give us the service we paid for, though I doubt they would even if they said they would. They are slimy and I wish I was the one paying for the internet so I could switch and it would matter. Sadly not only do I not have the money but they wouldn't have any impact from someone who's already not paying stop using their service. You can bet money once I have the money I'll switch to a different provider, however.

Business

Response:

July 18, 2013

Review: I called in on 10/5/2013 to discuss a pending charge on my bank statement in the amount of $55.41. When speaking with the agent, I requested the money be deposited back in my bank account because the funds were not authorized. The agent was informed when my family first upgraded to the Gen4 service that we were required to put a credit card on file with the website, but I immediately unchecked the box that asked if we would like to use this card for autopayment (we have received invoices since we started service along with the $5.00 invoice fee). I paid 2 payments this month on their website in the amounts of $84.99 and $55.42, unchecked the autopayment box with both payments, and then I checked today to see the third has been autodrafted for $55.41 - which was not authorized. When I called in, I was placed on hold while the agent talked with the advanced support services (?) and I was told that the funds would not be deposited back in my bank account because it was a valid charge. It may be a valid charge, but it was not due until 10/20/2013 - according to the statement I have - and it was not authorized. The agent told me the only thing I could do would be to contact my bank, which I did, but the funds had already been sent to Hughes so the bank was not able to help remedy the situation - which they should not have to remedy in the first place.Desired Settlement: I would like to have the $55.41 deposited immediately back into my bank account.

Business

Response:

October 22, 2013