Hughes Network Systems

Review: I barely had the service just a few days. We cancelled right away because we were lied to the girl told me were getting 20GB of service and it ended up to be 10GB that were used up in 2 days with nobody home most of the day!!

I had asked what to mail back and was concerned about my husband getting on the roof to get down the dish but the man assured me I didn't have to have him get on a letter just the modem and the power supply was all I needed since I had been told wrongly and canceled right away. Now they are telling me I didn't mail back a part and they told me I didn't have to go up on the roof to get anything. I am being charged $216! They also told me they cold have someone do it for $100

This is almost 6 MONTHS later they are charging me!!! They had told me my modem and power cord had to be back within 30 days..so why wouldn't this part that they are now asking for be the same?

Business

Response:

Review: There are actually a few different categories listed above that this complaint falls under. Customer service failed to help us. The "manager" my husband spoke to was inappropriate.

When we decided on signing up with HughesNet, they had me sign a contract without showing me the actual contract I was signing. The person who installed it had a small touch screen signature device he had me sign. They stated later that they sent the contract to my husband's e mail, but he was not around when the contract had to be signed.

In the very first month of having HughesNet, we quickly ran out of data allowance. I had to call and pay to be allotted with more, just so I could load a regular internet page.

The next month, the same thing happened again even though I arranged to be billed $10 more every month so that we had more usage. I called and once again, they told me that I could give them more money, and I would be upgraded. They stated that I would see a noticeable difference in our internet speed and the amount of data we had. This was not true. We could not load videos, I could not upload my photos (I am a photographer and need to do so for work) and our internet speed would quickly dwindle down to nothing.

We then noticed that HughesNet took money out of our account for our bill without our consent. We were very displeased with this and the fact that we were paying $70 a month for internet that did not work. When I called, we were told that our "30 day grace period" (that I was never made aware of) was over and that we had then entered a TWO year contract. We were told we had to pay $400 to cancel. I told the person I spoke with that the contract I had supposedly signed was contingent on the fact that our internet would in fact work. She said that the only thing she could do for us was to stop the automatic transactions and upgrade us to the 4th generation speed for what we were already paying. She stated that our internet would be lightning fast and that we would NOT run out of internet data. I thought this was fair, so I agreed.

That brings us to this month. Our [redacted] On demand constantly gives us a message stating that our internet speed is too slow to operate on demand. We can not watch videos on youtube, facebook or any other website. I can not upload photos at an acceptable speed and my husband can not complete his assignments for his online college. After two weeks, we ran out of data. We both work full time jobs. We're not home long enough to use it up. My husband called to complain Yet again, and he was given the same run around- "You can purchase more..." He said that it was not fair to be paying so much and having internet that did not work, so we wanted out of the contract.

He was finally transferred to a "manager". This man stated that he did not have the power to terminate our contract without us paying the $400. My husband asked him over and over again who he could speak to who did have that power and he got no answer. This manager stated that we had gone over our 30 days, and that "even if you signed up for a second 30 day grace period, you would have exceeded that too". We were never told we could do that. The first time I called, or the second, I could have been told that but wasn't. He then told my husband that there was an issue with their system because he saw that we still had internet usage but it was not allowing us to use it. He said he would try to trouble shoot it. My husband said he just wanted the contract cancelled and the manager said that the only way we could do that without paying the $400 was if the internet was not working.

My husband then said "that is exactly what you just told us, that there is an issue with our internet". The manager then proceeded to interrupt my husband and argue with him, stating that he never said that. He stated that there was no one higher than him in the building we called and that there was nothing we could do. We are not paying $70/month for a service that does not work. A contract goes both ways. A 32 mega bite download should not take an hour long. We were forced to cancel and be billed $400.Desired Settlement: It is absolutely unacceptable for us to be charged $400 for cancelling a contract for a service that we were never supplied with. We need to have the $400 and the remainder of our internet bill terminated.

Business

Response:

December 16, 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 September 25, 2013. On December 9, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $385.00.

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

In light of the difficulties **. [redacted] experienced with our service, we have can issue a credit of $192.50 to her account representing half of the early termination fee.

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

Very truly yours,

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:

As much as I would love to accept HughesNet's response so that my family and I can move on, I am afraid I can not. The contract we signed, the same one that stated that if we wanted to cancel we had to pay a fee, also states that we were paying a monthly bill for internet that worked. Again, one of the many times I called to complain, I was told that our internet speed would be updated so that we would have no problem loading videos, pictures, etc. This did not happen. Our internet was awful. We were not getting what we paid for.

This is why we need the entirety of our bill (what we were being charged for our "internet service") taken care of. I will not pay for a service we were not supplied with. I am willing to pay for half of the cancellation fee if any other amount we were charged with through Hughes Net disappears.

Regards,

Business

Response:

December 18, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Regarding **. [redacted]’s complaint of not having working service, our records indicate that **. [redacted] called in having concerns with slow speeds. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS 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.” On at least one occasion **. [redacted] had exceeded her monthly data allowance. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month.

In addition to waiving half of the early termination fee, we will credit the account in the amount of $51.37 as a courtesy which is equivalent to the first month of service.

We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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: Last spring we purchased a dish set up from hughes net. We were told by the person that sold us that we could get speeds of 15 gb per second and if we went over our 20 gb a month, our speed would never drop below 8gb per second. Our service worked well for the first two to three months. Then our service began to be so slow it is unusable. Our median speeds are .077 to 1.88gb per second. We have gotten to the point, we shut off our hughes net internet and use our [redacted] data. We use our cellular data constantly and use less than 5GB per month. We are told that we use our 20GB within a few days into our cycle, which is impossible. We would need to be downloading movies constantly to use that much. We aren't home enough to use it and when we are, we are using our [redacted] cellular, because the hughes net is too slow to use. This is by far the worst company I have ever dealt with on customer service. You are never allowed to speak with a manager and can't even get a service technician to come out, unless we pay for it. Even though we pay a monthly fee for repair service.Desired Settlement: I would either like to have a refund of the price we paid for the dish and our service cancelled, or have our service fixed so that it functions properly. When we first received service last spring it worked fine for a couple of months, but then stopped wor[redacted] properly. We pay for repair service, but have been told we will need to pay for a technician to come out. Why are we paying for a repair service then?

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] stated her usage is being exceed but is unsure why as a result of her computer usage. Our Technical support did troubleshooting on 1/30/2014 and we would need for **. [redacted] to follow up with our support center using case number [redacted].

There are currently tokens added to **. [redacted]’s account. We would need to isolate the issue to see if it is a problem with our actual service or **. [redacted]’s equipment such as a router or computer. We left a message on 2/06/2014 and we are currently awaiting a return call.

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: We are paying 100.00 a month for service that we are not satisfied with. We have contacted them and have upped our data plan and we still have hardly any service. We can't watch [redacted] and Internet is really slow. We weren't aware of a contract and they will not let us out of it without paying them 400.00. So we have decided to go with a different carrier so we can have internet and we are still paying Hughes net.monthly until contract runs out in 2 yrs. I'm sorry but I feel like we are being done wrong. Why should I have to pay a monthly payment that's withdrawn from my bank account every month for service that we can not use? I am very upset with this company.Desired Settlement: That we can stop paying Hughes net monthly for service that we are not happy with and that we do not have to pay them 400.00 because of a contract we were not aware of.

Business

Response:

May 14, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care 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 Care representative reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted]’s frustrations. Hughes will waive half of the early termination fee upon cancellation. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with his preferred cancellation date. 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: we didn't know we were in a contract with Hughes net. As soon as we were having problems we called them and tried to fix it once after that we were told it was our fault. So we uped our plan and verified that none of our electronics were using data. We even unplugged our direct tv and blue ray. Still after a week we had no data. So when I called to cancel our service within 90 days of getting hughs net we were told it would be $450 to cancel. I feel by now we have already lost enough money with hughs net. We weren't even able to use our internet or have any data for netflix. We haven't been able to use hughs net. And we've had to get a different carrier just so we can have internet that will work. And still paying hughs net because of this contract and not even using it. I feel that it's unfair to have to pay them any money because we've not been able to use Hughes net. We are very dissatisfied.

Regards,

Business

Response:

May 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 additional concerns regarding his service. As previously stated, Hughes understands the **. [redacted] frustrations. As a result, Hughes will waive half of the early termination fee upon cancellation. We have attached the signed installation agreement accepting the terms and conditions of our service including a (24) month commitment. Please see the full terms at http://legal.hughesnet.com/Home.cfm. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. **. [redacted] may contact me at the number below with his preferred cancellation date. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: The entire time I have had their internet service I have had proble**. It is awful service. I have called to complain and wanted to cancel but was told I would have to pay a huge fee in the beginning so I did not cancel because I could not afford it. I also would be on the phone forever with nothing resolved. I called in March to cancel the service because I was tired of paying for something I never can use. I had been using my cellular data for internet because this service is so terrible. When I called I was told if I cancelled I have to send the equipment back because I am still under contract. Well some of the equipment is on the roof so I asked the guy how I was suppose to get it off the roof and he told me I had time to figure it out. I told him I was pregnant and not climbing up to the roof to take down equipment I had no idea how to take down. But basically I was told I could pay someone to do it. SO I finally gave in and let them send someone out to try to fix the internet issue. The tech told me the equipment was turned the completely wrong way because it probably was not installed properly. He said it was working when he left and I was able to connect to it. But shortly after it went back to being slow or not connecting at all. I went back to using my cellular data most of the time. I finally called again the other day and ended up being on the phone while I was at work for an hour. I was transferred to 3 different people. All I wanted was for my service to be cancelled without paying the now $130 fee. I understand it is a contract but I have spent hundreds of dollars on service that does not work. When I call I either don't get connected or my problem is not resolved. I was told I need to trouble shoot over the phone before they would send someone out again. I said no because what can they trouble shoot over the phone that could not be fixed by the tech that came out in march. I was offered for my bill to be discounted $20 a month like they were doing me a favor and that after the 4 months is up I can do what I want because the contract is up. I asked why would I pay more than the cancellation fee for something that does not work. They told me they were checking the signal and it was fine blah blah. Then they offered to send a new modem. I have tried this already and do not want a new modem. I made it clear I was done with this company and wanted to talk to someone who could help me. They kept saying they would send a new modem for free or if I did the phone troubleshooting then a tech for no charge for my convenience…I told them they are not doing any favors by sending stuff to fix something that they should fix. So in the end I was transferred to a manager named [redacted] who basically told me no one is going to tell me anything different because I should have called sooner. I asked him if he would love to keep calling and be stuck on the phone for long periods of time with the issue unresolved and he told me if something was wrong with one of his utilities he wouldn't wait that long. He has no idea circu**tances that have made me unable to call sooner. I also am not calling at 10:00 at night when I get home to deal with this over the phone. I asked him where I can go to file a complaint and he said "legal.hughesnet.com" I went on there later and all it has is their rules and regulations of agreements etc. There was not a space to file a complaint against the company or him. I did get very heated on the phone and have never been so upset by a company before. Once again I said if I cancel I have to get the equipment off the roof and I was told it is my responsibility. I kept asking to talk to someone who can just cancel my service that has barely worked in almost two years and just kept being told there is no one. After all this time on the phone while I am at work I was disconnected and did not receive a call back. I did receive an email saying something about my service being terminated and a bill being generated. I have no idea what they did but I do not want to pay for this.Desired Settlement: I just want my service with the company cancelled without paying the fee.

Business

Response:

July 18, 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 about her account and is seeking the early termination fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. ”Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, unfortunately we will be unable to waive the remaining early termination fee of $54.40. Before cancellation, Hughes determined **. [redacted]s’ service was within the parameters of her service plan. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. **. [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. Sincerely, [redacted] Executive Support ###-###-#### [email protected]

Review: I'm having to do this at work,as I can't get any connection on my computer.They keep telling me that ALL is OK, when it's NOT !.As I can rarely get on the internet at home,NOT to mention the fact that they keep LYING to me (I will see on my bill for the next 6 months-$5.00 off).NONTHING yet,the last time (6/24/2014).To call the home tech support,and give this code etc.(have at home).I just got a new bill for $138.10,for what service ?.And that I have to pay them $200.00 to get out of the contract,when they've already broken it(poor if any service).I also plan to contact the FTC (Federal Trade Commission),this is the third ?,fourth time I have contacted you on this.With NO results from their end,DON'T care about service only the money.

Product_Or_Service: Internet

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

They come and get their equipment,and I pay NOTHING.And I can go to DISH network where I have service from them (tv,soon phone),something else hughes didn't want to bother with helping us get connected(send someone to help),as dish will.

Business

Response:

August 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 Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. Relative to [redacted]’s concern, at the time [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. Unfortunately, we are unable to contact [redacted] with the evening or daytime phone numbers on the account. If [redacted] still wishes to cancel his service; Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. We attempted to notify [redacted] of our decision on 08/06/2014. [redacted] would need to contact me at the number below to bring closure to his 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, Ecole F[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: It does NO good for me to call them to fix the problem as they claim ?, as it continues

to exist regardless of what they claim it's resolved (NOT). MY computer is still freezing in the middle of banking,etc,dowloading

taking 10-15 minutes to do so. As long as they continue to bill me for nothing, I will continue to report them to you and the FTC.

Unless they come and take their equipment out (NO money out of my pockets),these complaints WON'T STOP / MONTHLY.Regards,[redacted]

Business

Response:

August 19, 2014 [redacted] Trade Practice Consultant Revdex.com1411 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 additional concerns regarding his HughesNet service. After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. Hughes can create a complimentary dispatch. If [redacted] still wishes to cancel his service; He would need to contact me directly for CANCELLATION. Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. [redacted] would need to contact me at the number below to bring closure to his 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, Ecole F[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 will pay NOTHING for service that i'm NOT getting,They're free to come get their equipment.

But I will NOT pay a penny for it,they broke the contract by not providing constant un- interupted service.I recently got a notice

in the mail $-71.00 ? (no pay ?),I'm at home M-F 9am to 2:30PM (when I leave for work).Phone ####-###-#### (new / changed companies)Regards,[redacted]

Review: First all of this was handled on the phone and I never have received any paperwork verifying any conversations. Every person I talked to 3 times was named Richard. On 3-11-2014 I contacted and setup satelite internet service with Hughes Net. I was told by the company Representative Richard my bill would be $39.99 plus tax for the first 3 months, then it would go up to $49.99 plus tax for the duration of two years. Nothing else no other fee's. Next he told me that I would need to give him my credit card number so that he would charge me $40.00 to check my credit then it would be immeditly refunded to me,so I agreed to this statement. Now I wait for my billings which I did not receive,so as always when my credit card statement comes in I check it for any errors, because in the past someone tried to charge my account for $3000.00, but thankfully it was stopped, so I'am very careful to watch my account, then I find a charge by Hughes Net for $71.37 so I call right away and talk to a supervisor by the name of Richard and he says he is so sorry and it will be taken care of right away and I tell him I did not agree to auto charging my card and I want paper statements so I can pay these. Next month again they charge my credit card for $71.37 and again I call, but first I close my credit card as I see that these people cannot be trusted, so I call and again I talk to a Supervisor by the name of RICHARD!!! Again he says he will fix this, but now there is $5.00 paper fee's which he will wave for a year and also a $9.99 fee for equipment all of this is a great big suprise!!! These people never told me any of this from the begning or I would have never agreed and I would have gotten a different internet service. According 4 mo's at $41.38 is $165.52 they chged my card $142.74 and billed me $113.71 thatsover by 89.97 please help me get this finally corrected.Desired Settlement: I only want to be charged for what I was told. $39.99 plus tax for the first 3 months then $49.99 plus tax for the duration of the contract. No hidden fee's .I have not paid the statement sent for it still is not correct. I cannot talk to these people I've tried I only get lies.

Business

Response:

July 15, 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. After further review, unfortunately due to [redacted] being subscribed to our lease plan there is a $9.99 equipment fee attached to each service fee. We will be unable to remove the lease fee of $9.99. [redacted]’s service fee is currently $49.99 plus her lease fee of $9.99, $5.00 invoice fee and applicable taxes. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of [redacted]’s issues Hughes has applied a discount of $15.00 off for (12) months to her account. [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, Ecole F[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:

In response to Hughes net,I did not agree to any lease agreement, and the company and I have had numerous phone conversations, always ending that the company will correct the errors they have made, which have not. At this time I can no longer trust anything they say, so I want to end any dealings with them, and go with a company I can trust.

[redacted], I have called Hughes and also sent a E-mail. I will not be paying any bills from them or doing business with such a dishonest company. Their response letter was again another lie, I never agreed to anything mentioned in that letter.

Sincerely Cheryl F[redacted]

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: It has taken over 5 months and this company still is lying. I'am not the only person this company is trying to get away with this is a on going problem read the internet responses. This company should be fined for fraud to their customers especially seniors. I have put in a complaint with the Federal Trade Commission File # [redacted]. Further more they are still trying to stick me another year of lease payments which I never agreed with!!! Also they cheated me on payment amounts and charged more than the amount agreed on against my credit card again which I never agreed with. YOu never speak to a person who can speak english nor can you understand. This company also lied to my credit card company and it was recorded twice. This company should be throughly investigated about their businesss practices and I'am hoping the Fed. Trade Commission will do that.

Regards,

Cheryl F[redacted]

Business

Response:

August 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: Cheryl F[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 her service. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of [redacted]’s issues Hughes will apply a discount of $15.00 off for (24) months to her account. We can only apply the discount (12) months at a time. Therefore, [redacted] would need to notify me once the discount has expired May 12, 2015 or use case # [redacted] to contact our billing department. We notified [redacted] of our decision on 08/22/2014. 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, Ecole F[redacted] Executive Customer Support ###-###-#### [email protected]

I am a current customer of HughesNet. They were "contracted" to provide internet service for me in Mandaree, North Dakota, and the corporate offices are located in Germantown, Maryland. My service is unreliable and totally inadequate for our current age of technology.
I have grown tired of the delays from their satellite service. I have grown tired of their dropped internet connections. I am sooooooooooooo tired of their slow internet connections. Oh, they have a "fair use policy" that limits your use of the internet and then charges you to access more data. What is fair about that? It is merely a measure designed to rip-off the consumer. You don't realize just how bad the internet service is until it is installed and you are under contract for 2- years. I can't believe I have internet service with a satellite dish and that provides such miserable service.
Some of the real estate internet sites that I have tried to use cannot be accessed due to the poor quality of internet service. The features for these real estate sites will not even allow me to search the listings due to the delays in my internet services. I am traveling this summer and in using the wi-fi provided by the hotels, I AM ABLE to access and completely use the real estate sites that I can't use at home. AMAZING! ABSOLUTELY AMAZING!
At a rate of nearly $92.00 per month, I do expect to have access to the internet when I want and that the quality of internet service is the same that the rest of the nation enjoys. Obviously, the poor quality of internet services in the more rural areas remains poor; while, the services in population centers receive are probably reaping the benefits of investments and better service. I don't expect the Revdex.com to do anything and I am considering using social media to spread the word and, hopefully, improve rural services. Customer service is a joke, too!

First, we were sold and charged for internet speeds that we were later told was not feasible in our area. And when technical support was contacted to resolve the issue, the technician slowed it down even more than it was, and then was giving all kinds of excuses as to why it couldn't be fixed; never once offering to talk to someone else who might know how to fix it. Then when I contacted the sales department to cancel the service, I was transferred 3 times, then given another number to call, where I was promptly placed on hold. I repeatedly told the sales person I wanted to cancel the service, until which point that I was so frustrated, I was crying and yelling at him. And when I asked to speak to his supervisor, he wanted to know why! After I finally got thru to him that nothing he was going to say was going to change my mind, he informed me that I would have to crawl onto the roof of my 2-story house to take the arm off the dish and send it back to them. I told him he could send someone after the equipment because I am not able to get on my roof! He informed me it would cost me $100 for someone to come get the equipment. That's when I told him I was filing these complaints.

This company told us we could use the product for streaming videos. They fail to inform you that a plan that costs $85 per month allows you to watch two movies for an entire month. I requested to cancel on day 40 and they stated it will cost me $400. They have charged me astronomical amounts of money and produced very little for that money. I can only use this service on the first day of the month. Then it runs so slow it does not work for what we got the service for. Their solution is to offer service between 2:00 am and 8:00 am. In order to afford a service like this you need to have a job, this means that you need to sleep during that timeframe. Obviously that is not an answer to the problem.

Can you say bait & switch. I was told that my installation fee was waived and that I had to pay $99 for a "spot" on the satellite. I am cancelling my service after 40 days and they are charging me a $400 early termination fee and will not refund my "spot" on the satellite. I have asked to cancel the service effective today and they refuse and said it will not be cancelled until the end of my billing cycle...this must be so that they can continue to bill me for service I'm not using. They also won't send me a box to send back their equipment until the end of the billing cycle. This is the absolute worst service I have ever experienced and the customer service people have apparently been trained on being obnoxious and argumentative. STAY AWAY FROM HUGHESNET!!!

Review: I was told on 2 different occassions; by 2 different people that I would be credited $69.99 for a monthly charge that should not have been deducted from my bank account. It has now been 2 1/2 weeks and I still have not received my refund.Desired Settlement: I would like my $69.99 credited back into my bank account.

Business

Response:

Review: On or about May 31, 2013 I switched from HughesNet residential service to HughesNet business service after 6 months of complaints and performance issues with the residential service. It was stated to me the problems I were having were a direct result of HughesNet somehow switching me from a business account to residential without my knowledge when we had moved the equipment & service from Arizona to New Mexico. I was assured certain specifications would be met when switching to the business service plan as outlined in the email below from a HughesNet sales rep. Over a period of 2 months several people at HughesNet tried to resolve this, but the outcome is a monthly billing that is now $226.79 vs. $79.99 for the same service that I has with the residential plan but yet the speeds are now 3MBPS vs. what I had on the residential side was 5MBPS.

THIS IS THE CONTEXT OF THE CONTRACT EMAIL FOR THE NEW BUSINESS SERVICE:

I would agree, I have verified that you are not in the Jupiter footprint, which is why we set you up with the HN9000 on the Business 100 which is the only plan offered for business services outside of the Jupiter Footprint. I honestly do not know how they can screw this up. I don’t even have some override to manipulate a plan to offer something different than the Business 100 so I am at a complete loss.

** From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:33 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

I believe this is some confusion related to the ability to push the 9000 modem to the newer satellite footprint. I had a similar issue on the original residential side where I was stuck on the 1.6 and.25 speeds until after months of promises and complaining, they eventually moved me to another satellite to get me the 5 and 1 speeds. This is what I had prior to switching to the business plan.

This sure smells like lack of competence on the billing side.

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 1:25 PM

To: [redacted] Subject: RE: Another Fed Up Email to You!

I am referring to the speeds that billing mentioned, yes we have a 5Mbps down, 1Mbps up. That is what I placed for you. I don’t know how to make it anymore clear than that. Nor, do I understand how they are coming up with the information they have. [redacted] is contracted by Hughes to place SME and GOV sales, Hughes either handles billing themselves.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:23 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

You just threw a curve ball?

You don’t have a 1 mbps Download and a 5 mbps Upload plan as quoted in this email originating from you?

1 mbps = 1000 kbps and 5mbps = 5000 kpbs

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 1:20 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

Bill, at this point that may be the best solution. There is nothing else I can do for you in this. I don’t have plans with those speeds you mentioned. There is only one service available to you in your area and I forwarded that order information on to you.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 12:18 PM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

Hey,

The billing department made it real clear to me that the speeds I am getting is what I signed up for. (250 kbps Upload; 1600 kbps Download)

Ironic, that my residential speeds prior to switching to Business was 5000 kbps Download and 1000 kbps Upload.

They said to contact you again?????????????

This is real simple, I either get the speeds quoted, or I have to drop the contract due to Hughes Net failure to perform to the contract agreement as documented in this email.

Best regards,

Bill

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 12:56 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

I have no idea where they are coming up with that, all the information I have is the order that I placed which is clearly the Business 100.

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 11:53 AM

To: [redacted], [redacted]

Subject: RE: Another Fed Up Email to You!

Well…… I am confused also and am on hold with your service people trying to determine what I do have. Tech support indicated that my plan supports max speed of 1600 KBPS.

From: [redacted], [redacted] [mailto:[redacted].[redacted]]

Sent: Monday, July 01, 2013 12:51 PM

To: [redacted]

Subject: RE: Another Fed Up Email to You!

I apologize for just now getting back to you. I have been out of the office since last Tuesday and I am just now catching up with emails.

I am confused on what you are referring to in regards to signing up for a 1600kbps plan as we don’t offer such a plan. I set you up with exactly what we discussed. The Business 100: offering up to 5Mbps download speed, up to 1Mbps upload speed for $79.99/mo.

Updated Prices

SME KA Package_01

Upfront Package

Included Features One-time

Fee Monthly

Service Monthly

Hardware Usage Sponsored Amount

Optional Features

Installation(1000 UF SME) (Active) $300.00 $0.00 $0.00 - $0.00

Hardware(9000 UF SME) (Active) $199.99 $0.00 $0.00 - $0.00

RM Premium Express Repair (Active) $0.00 $0.00 $0.00 - $0.00

Business 100 0 IP(9000) (Active) $0.00 $79.98 $0.00 - $0.00

Availability 074 1W (Active) $0.00 $0.00 $0.00 - $0.00

24 Month Service Commitment(SME) (Active) $0.00 $0.00 $0.00 - $0.00

Special Offer(100.00) (Active) ($100.00) $0.00 $0.00 - $0.00

Total Before Tax: $399.99 $79.99 $0.00 - $0.00

Tax: $28.50 $5.70 $0.00 - 0.00

Total: $428.49 $85.69 $0.00 - $0.00

ORDER SUMMARY

Order Number: 5175874

Order Date: May 31, 2013 at 02:31 PM Eastern Daylight Time

SAN: SME00040426

Service Order#(FSO ID): [redacted] PIN: [redacted] Class A ID: SME

Class A Name: Internet Access Program

Source ID: [redacted]

Program Code: [redacted] Program Name: SME KA Sales Program(Gen4 Plans)

Prospect ID: 3880

Business Model: SMEBI

Latitude: [redacted] Longitude: -[redacted]

Beam/Transponder ID:

As you are not getting your questions answered in a satisfactory manner I recommend contacting Hughes Corporation Headquarters at:

Corporate Office

Hughes Network Systems, LLC [redacted] USA

P: ###-###-####

F: ###-###-####

From: [redacted] [mailto:[redacted]]

Sent: Monday, July 01, 2013 11:46 AM

To: [redacted], [redacted]

Subject: Another Fed Up Email to You!

I was just informed after testing why I was getting horrific speeds, that the plan I signed up for is a 1600 KBPS download plan.

I thought we were pretty clear that this was going to be the 5K?Desired Settlement: I am expecting HughesNet to honor the terms and performance specifications of the sales contract and the billing to be adjusted to refund monies above the original agreed upon sales contract.

Business

Response:

Hughes Network Systems [HNS] has contacted the customer and

has adjusted the service plan to match the purchase plan discussed with our

sales agent. HNS has also refunded this

customer the requested money.

Review: we signed up for their satellite internet service and were quoted a price of about 65.00 a month with a 200.00 early cancellation fee if we opted out after 30 days and before the contract period ends. after a few days we noticed we couldn't use the net often and things were very slow loading if at all. we called to get service/help, they kept being rude, giving us the run around, or just hung up, we got no help till after the 30 day period through no fault of our own. second moth we were billed 85 instead of the 65. we switched back to our old carrier and called to cancel. my wife talked to them and it sounded like they offered her 100.00 early termination fee, she said that wasn't good enough and they dropped it to fifty. I find out afterwards they talked her down to 200.00 which was the original amount, but they tried to bill us double that. in my mind we shouldn't have to pay anything since they wouldn't help us in the first thirty days, and even if it should be 50.00, not 200.00. now they are auto deducting 200.00 from our checking account on 12/08/2013 which I can't stop unless I dispute it with my bank.Desired Settlement: no termination fees etc. or refund of such

Business

Response:

December 13, 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 the

account is registered Veronica [redacted] and was activated on October 8, 2013. On December 2, 2013, **. [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 $390.84.

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, our call center issued a credit of $200.00 to her account representing half of the early termination fee. In addition, we have credited the remaining $190.84 to the

account as a onetime courtesy and that amount has been 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,

Executive Customer Support

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

[email protected]

Consumer

Response:

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

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

Regards,

Review: I've had Hughesnet for approximately 3 months. Since the beginning I have not received the best service. I was told that the internet would support streaming (interactive classrooms for my home schooled children) I reported how slow the service was and that I had to start taking my children to a library to complete assignments. When I spoke of canceling the service my calls were conveniently dropped. When trying to send an email detailing an issue, an error would appear after submitting. I have approximately 10-15 calls complaining to Hughes Net and [redacted] about the service. The biggest issue I have is that my children are home schooled. According Hughesnet, their satellite service doesn't support this level of streaming. The technical support would never cancel my account, they would give me free tokens and say things like " I don't understand what you mean." This would occur every time the trouble shooting didn't work. I would also get hung up on or calls "mysteriously" dropped. Today I spoke with someone about my dissatisfaction in the service once more and didn't want to trouble shoot as I had just done this 3 days prior and paid for a 3rd party service they recommended to clean my systems and he cancelled my account and charged me $370 and hung up on me!Desired Settlement: Clear statement that the service isn't as reliable as it is advertised. (I received this service through [redacted]). Customer Service is lacking and pretending to not understand the customers concerns because of a language barrier needs to addressed. Additionally, true customer service on the online community would be nice. 10,000 people can't possibly be wrong. This service isn't a good one. The attempts to trouble shoot are nice but the same method has shown to be in-effective time and time again and there isn't another method used. Also a sincere apology for misleading customers and poor customer service!

Consumer

Response:

From: [redacted] <[redacted]>

Date: Tue, Jul 15, 2014 at 9:56 PM

Subject: #[redacted]

To: [email protected]

The issue has been resolved with Hughes Net. I received a call yesterday to offer refund on the early termination fee.

Review: I had hughesnet installed at my home in May of 2013. The dish was installed on my roof above my daughter's bedroom. About 10 months later, we were doing some cleaning and moved some stuff and found the wall covered in mold. I contacted hughesnet about the situation. I was told that I would get a response within 3 business days. 2 weeks later I still did not hear anything, so I had to take time out of my busy scheduled to contact them again. Spoke with another supervisor and was told that I would hear something within 72 hours. Still nothing, again a couple of weeks went by and I finally made time to contact them again and see what the issue was and spoke to another supervisor. My damage complaint was denied because it was past the 30 days after installation. It takes time for mold to grow in the walls, so I feel that I should have been compensated for the damages that were done. Now not only am I having to keep paying hughesnet and constantly having issues with the services, but I am having to save up money to replace the walls in my girls room. I am also very concerned about their health, because mold is not healthy. This remodeling will not come cheap and all hughesnet could offer me was $150.00 in credits. Now they are telling me that I would have to pay $250 to cancel my services. I am not satisfied at all with the customer support that they provide, nor am I happy with the services. I am a full time online college student and I am paying $25,000 a year to go to school and half of the time I can not get my work done, because the services are not working and I have to go sit in the library parking lot in the middle of the night just to get my homework done. I pay a very high monthly fee for the worst services all around. I also asked what it would be to purchase my modem, and I was told that I did not have that option since I did not purchase it at the start of services, so I have to pay $300 in a 24 month period in rental fees. This is not how a company should be ran. NOT SATISFIED AT ALL WITH THIS COMPANY!!!!!!Desired Settlement: For all the trouble and torment that I have been through with this company, I feel that I should be able to cancel my services without the early terminiation fees and refunded for all of the modem rental charges. I do not think this is to much to ask considering all the money that I am having to spend to repair my home because the dish was not sealed properly.

Business

Response:

July 17, 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 about her account and is seeking a the early termination fee waived and modem fee waived. Please be advised when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. After further review, In light of **. [redacted]’s issue Hughes can create a complimentary dispatch for a technician to arrive on site to check **. [redacted]’s system components. We have also applied $20.00 off for (4) months to her account. At this point, Hughes will be unable to waive the early termination fee or issue a refund for the lease fee equipment. **. [redacted] would need to contact me at the number below if she would like for Hughes to create a dispatch for a technician to come to her site. 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. Sincerely, [redacted] Executive Support ###-###-#### [email protected]

Consumer

Response:

Although I am not satisfied with the response from Hughes, I will accept the offer. However, word of mouth is a powerful thing, and it is unfortunate that I am having to deal with these issues on a daily basis. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I opened an account with [redacted] and they bundled HughesNet for my internet provider. I was promised a 6 Mb minimum download speed. The salesman said that the only problem at that speed would be online real time gaming. I specifically asked about streaming [redacted] and if I could stream on 2 devices at once. He said yes.

Once it was installed and plugged into my router I was streaming [redacted] through a brand new 3D [redacted] Smart DVD player. Every 5 mins [redacted] would Buffer for 5 mins or longer. [redacted].com home page took 17 seconds to load up.

I called to have the issue fixed. I kept hearing platitudes like "I understand" and "I'm sorry about that" in every sentence as if it was a televoice response. I was told that the equipment had to "get used to the environment" and it was because my router was old. The router worked just fine with my last internet provider. They had me log onto their website to test the speed with the ethernet cable plugged directly into my laptop and the speed increased. I then plugged the cable back into the router and the speed test was as fast as when tested with the cable plugged directly into the laptop. All my devices were faster. It still seemed slower than what I was paying for.

Almost as soon as I hung up the speed began to slowly go down. My girlfriend called this morning and they had her run through the same drill with the exact same results. I called [redacted] and filed a complaint with them about this service provider they were pushing. I will also go to [redacted] and several other sites to file my complaint also.Desired Settlement: Inform others so they do not have to use their time and money to experience the same poor service and unwillingness provide a service they advertised.

Business

Response:

August 08, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, [redacted] has cancelled his account and a refund of $70.31 was applied to the credit card on file. [redacted] may contact me with any additional questions at the number below. 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]

Consumer

Response:

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

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

Review: I contracted for Hughes Net's internet services in 08/2012. According to written policy, I had 30 days (buyers remorse) period to cancel services. I attempted several times within that 30 days to cancel services due to poor quality product. I was then billed an ETF fee of $311.94 from Hughes Net although I had done my due dillegence in attempting to cancel services. I filed a complaint with the Revdex.com back in late September/2012 regarding this situation. I was then contacted by a representative of Hughes Net corporate and was told that they would waive the ETF fee, that all I had to do was pay for the month of service in which I used the product. I agreed, payed for services rendered and thought that the case was closed. Now, I have received a collections letter from a 3rd party collections co. stating that I owe $311.94 due to a past due Hughes Net bill. I was under the impression that this matter was resolved.Desired Settlement: Remove my name from collections and zero out any past due ETF fees. Stop future billing!

Business

Response:

March 18, 2013

Review: I contacted Hughes Net about their services. I asked the salesperson if the service plan he was offering would allow remote access capability and was told yes. I asked several times to make sure. I told him I wanted to access cameras remotely time to time. He said no problem. I have had a IT tech work on the issue for 2 days. Come to find out you cannot have remote access with the plan I was sold. I contacted customer service and was told I would have to upgrade to a business plan to be able to have remote access. I said I did not want to pay any more money because I was told it would work on the plan I was sold. I told them to cancel my service before the 30 day trial period was up. I was then told I would not get my refund until I disassembled their equipment and send it back to them. When the equipment was returned I would only get $200 of my $400 payment back. I am being punished because this company does not train their sells people or they know what they are doing. My time is worth something for taking their equipment down and returning it. I want my total refund for false advertisement.Desired Settlement: I want a total refund.

Business

Response:

March 18, 2013

Review: I had reversed a charge to this company on 1/25/2013 with no response, this was done because of their over charge of agreed costs. They never responded until recently shutting of my service. I have had exchanged numerous emails and phone calls but they have never resolved this. Finally they gave the credit and I reversed the payment back to them all through my credit card. Now they say that they did not get the payment, which is the the one I stopped on 1/25/2013, they think it was declined on 3/07/2013, that is how far back there custumer service is. The payment I reinstated on 2/26/2013 how long will it take them to realize this. There customer service is from [redacted], no one knows what to do I get a different person everytime they don't understand or have updated information, I have to hang up and re-call several times on each call to get a person I can understand. They gave me a fax number to send proof of the credit card reinstatement of the payment, I did that they told me to call back after I sent, when I called they could not find the fax. Last night I sent the 50 times to make sure they got it, no response yet, this morning I tried to sen it again but they have my number blocked. I sent it anyway by blocking my caller ID and it went through 7 times before they made the number always busy. They still continue to interrupt my service and send me notices. It like there is no supervision or humans operating this company.

The second thing is the service is always breaking down and is practically useless, they never give any kind of credit for the failed service which only works about 50% of the time yet they expect full time money.Desired Settlement: They need to recognize my payment and quit sending notices which come through every-time I try to go to a page. They are hacking in to what I am doing. Second they need to give some monetary credit for the lack of service and fix the service so it works properly. They should fix customer service so things get done and quit the practice of just putting off the customer by having us spend hours on the phone and having to sign in and start a new complaint every-time.

Business

Response:

March 22, 2013