Hughes Network Systems

Review: We called HighesNet at their 1800 number to request info for internet. We advised them we need something powerfull enough to run Neflix as this was the primary reason for the service. We were advised that their internet would operate neflix no problem. We were quoted a price and advised there was a commitment period but that we had a month to try out the services. They came and installed the services and for three weeks we had near perfect internet. During the middle of the third week our internet was interupted. We called Technical support and were advised that we had exceeded our data plan. FIRST PROBLEM: We were not advised that there was a data download limit. They offered to bump us up to the highest package. We told them we were displeased with the misrepresented information and advised we would consider it. We waited for our data to reset for the next month and six days into the next month our services were interupted again. We called technical support and once more we were advised that we had exceeded our data download limit. We told them it was impossible since we were only six days into the month. They advised it was no mistake and that we had, in fact, exceeded our data plan. We were then advised that our internet lasted three weeks the month before because the first initial 10 days were free. SECOND PROBLEM: In order to lock you into the contract they give you free internet for a portion of the first month to make you think you have plenty. So when your into the second month, and locked into your contract, it's too late to back out. We demanded to cancel the services becuase of all the misrepresented information and they now want to charge us a $400 cancelation fee.Desired Settlement: Cancel our services with no cancelation fee.

Business

Response:

April 17, 2013

Review: From [redacted]

I would like to put a complaint on Hughes Net Internet service.

To Who It May Concern,

I am [redacted], sister of [redacted], I am writing this for her due to her eyesight. Oh or around March 9th of this year payment was sent to hughesnet, for the Month of April's payment, because they required a month ahead payment. I called them a couple a days after I sent the payment, after seeing my doctor, about eye problems I was having, and I ask them if they would cut the service off that day, and wave the termination fee of $280.00. Because the doctor said my eyes would not get any better if I kept using the computer. I told them I would sent a statement from the doctor, they said they would not cut it off until they got the letter, and they also said they would called me when they received the letter from the doctor. My doctor faxed it that day and got the confirmation that it was received. I waited about a week and called hughesnet , they told me they would credit my account with $140.00 of the $280.00 of the termination fee. This was around March 15th. They said they would cut it off on April 9th, I ask them once again to turn it off that day. They said they wanted to give me a chance to change my mind, and then they would turn it back on during that period for $25.00. I repeated for them to turn it off that I can't see it and I want change my mind. They said the cut off date was April 9th and hung up. I called them again on April ninth and ask where my bill was and the amount. They said I would received my final bill on April 24th. I received it and they didn't removed the month ahead payment off the bill. The bill was $140.00 so I called them again. I couldn't get the technician to understand that they owed me a month payment $69.89. So far everyone I have talked to at hughesnet had a foreign accent, and it was impossible to get them to understand me. I asked to talk to a supervisor, I tried to explain all that has happened to him, He just said "well we will just take the $140.00 back and you will owe all of it" meaning I would owe the whole amount of $280.00. I said "well that's not right" but he didn't hear me because he had hung up on me.

Since I asked them to cut it off in March and again in April and both months were payed and with the 140 dollar credit I think we are even. The computer service was not used after March ninth.

Thank you,

[redacted]Desired Settlement: Even

Business

Response:

May 02, 2013

Review: Hughesnet damaged my sprinkled system during installation. They have been giving me the run around n it is getting hot n unable to use it.

Hughesnet installed the dish in my yard when if was still cold out and I was not using the sprinkled system. When it got warm I tried to turn on my sprinkler system from in the house n it turned on then shorter out. When I went to the main line to see what was wrong one of the pistons had snorted my indoor system so I turned the attempt on manually when I turned it on one of my zones would not come on but I left it on and after a minute or so it was shooting dirt out of the ground. When I went to look at it there was water shooting out from around the hughesnet dish. I called Hughes net and they have been giving me the run around for the past month stating that they have to investigate with their sub contracted installers. Itvhas been a month and I am unable to use my system so I have to try to hand water my grass which is ineffective and causing me to have a higher water bill.Desired Settlement: I am requesting to have my system repaired or be reimbursed so I can hired someone to do it.

Business

Response:

May 7, 2013

Review: We have had Hughes Net internet for about 7 months now. We have 16 more months on the contract. We first contacted a representative for Hughes Net about 5-6 months ago because it tends to not work at times. The lady was absolutely no help and pretty much had no clue why it was doing what it was. We barely use the internet and planned on using it for [redacted] since we cancelled our cable to just use [redacted]. When we FIRST signed up the representatives told us that we were going to get really good speeds and could run even [redacted]. We were unable to play [redacted], our wifi was extremely slow (sometimes it didnt even work!) and our internet would completely stop working at least once a week. My husband called and was told that whomever told us that we could watch [redacted] was lying (yes, the lady confirmed to him that we were lied to!). After about five calls, my husband spoke with someone about 2 weeks ago about our slow internet and why we cant get on [redacted]. The gentleman put my husband on hold for a few minutes and came on the phone telling him his supervisor told him that they were going to UPGRADE us at NO CHARGE. My husband, responded, "So, we will not get any extra charges, or have to pay anything?" The gentleman responded "Yes, that is correct." We were previously paying a total of $77.77 EACH month and for last month they took out a total of $95.59. I contacted them yesterday asking them why they charged me extra and why I wasn't getting charged my normal amount since the gentleman told my husband we wouldn't be charged anything and would upgrade for free. They told me that I was charged a prorate fee since I was upgraded. I tried to explain to them that they ONLY told my husband that we wouldn't be charged anything and would be upgraded for FREE so that meant we would still be paying our normal 59.99 +fees instead of the actual upgraded costs. I should NOT have been charged an extra $20 dollars since that was not the agreement. They NEVER once mentioned a prorate or charging extra. If they would've mentioned us getting charged extra, we would've NEVER allowed them to upgrade us. Yesterday, the guy continued to explain that for the next THREE months that we would have a $20 discount which will equal $80 that I have to pay and then after the THREE months are over we have to pay $101 for the upgraded service. Once again, I told him we should not be paying any more then what we were because the previous gentleman my husband spoke with told him we would NOT be charged and we were being upgraded FOR FREE. I have been LIED to two times by this company. I do not want to pay anything extra since that was not the agreement. This companies ran very poorly and I would like to somehow get out of my contract if possible. I believe they are not giving me the service they promised and told me that I would be receiving. I should not have to pay $310 to get out of my contract because I have been lied to and been unproperly charged when I was not supposed to be. I really would like something done. I am so tired of having to call Hughesnet each month because their internet service does not work.Desired Settlement: I believe I should be refunded the difference of money that they overcharged me on 5/12/13 (the difference is $17.82) and I should be let out of my contract since representatives have lied to me twice and I am not receiving the service I was promised. First lie, they told me I was able to get on [redacted] (I was not able to at all) Second lie, they told my husband we would be upgraded at no cost (FOR FREE) and would NOT be charged anything extra.

Business

Response:

May 17, 2013

Review: On 4-18-13, I called and cancelled my service. All of the equipment was taken out of service and a new company service was installed. 5-13 my credit card was billed again. I thought it was the last bill, so we did not do anything. 6-13my credit card was charged again and I called. Conf.#[redacted] & [redacted]. I was to receive a credit and end of service. 7-17-13 my credit card is billed again. I call and get the run around for half an hour hour and they hang up on me. We call the credit card company and lodge a complaint. Three way phone conversation (ie Hughsnet, credit card co, and us) for another 1.5 hours and Hughsnet hangs up again. Now Hughsnet says the service was stopped for non payment. I hope this does not effect my credit rating. My credit card co. has stopped any more payments to Hughsnet. Still no refund.Desired Settlement: I would like several months refund and a apology in writing. They should not treat customers this way.

Business

Response:

August 1, 2013

Review: After fighting for an hour on HughesNet's website to pay my past due bill of $37.29 I was not only charged that amount but $110.58 on top of it. I did not authorize this charge. The $110.58 is for a bill that is not due for a few weeks. I contacted Customer Services in regards to the unauthorized charge and after being on the phone (and on hold a lot) for almost two hours, I was told that I could have the $37.29 refunded (the amount I actually owed) but not the $110.58 that is not due for weeks. They refused to reverse the charge and when I contacted my bank, I was informed that as long as the charge is considered "pending" that the bank themselves could do nothing. As long as it's considered pending, HughesNet (according to my bank) can easily reverse the charge... the charge that HughesNet admitted was done in error. I've never set up auto-pay with this site but yet they charged an amount that I did NOT authorize. Nothing was resolved after two hours on the phone. This is not my first billing issue with this company nor is it my first issue in general with them. This is, however, the first time they have flat out refused to correct their mistake. This unauthorized charge has seriously hurt me financially. Granted, the amount will still be due in a few weeks but I'm angry that they can just take money from my bank account at will simply because I am forced to have a credit/debit card on file with the company. Again, I NEVER set up any type of auto-pay for my invoices. I get paid at odd times and I have to plan around that.Desired Settlement: I want the amount of $110.58 credited back to my account.

Business

Response:

September

18, 2013

Review: Hughes Net is providing our internet service, under contract beginning 6-21-2013. Our TV is wifi and one of 5 devices that were to be installed to receive satellite internet service. It has not received satellite service since 6-22-2013. The technical service department has been contacted in July and August 2013. Technical support was unable to resolve the problem and gave no other options. A letter was faxed on August 31, 2013 to **. [redacted], [redacted] Escalations Manager at ###-###-####. No response has been made.

Effective 9/15/2013 I am receiving no internet service whatsoever. I contacted Hughes Net technical support on 9/16/2013 and was on the phone for at least an hour with no resolution. My case number of this call is [redacted]. My account number is [redacted].Desired Settlement: Hughes Net is in breach of contract and it is now null and void. We are not receiving the service. Their technical support is unable to resolve the problem with our TV. I would also like my download and upload speed be tested to see if it is in line with what I am paying for.

Business

Response:

September

27, 2013

Review: Actually the The Primary Nature of the Complaint is all of the above mentioned I had trouble finding the right one so I checked any one they violated all of them it seems had problems in the past with them had to contact Revdex.com before and or Attorney General This Company Lies wont Cancel when called tried to bill a month later when canceled sent me a 370 dollar bill for early cancelation fee which was not agreed on I was not under a contract with them they lie over the phone if they say I was under contract they LIE now they send me collection agency letters if they do have my ssn number and trying to ruin my credit They will not get 370 dollars actually they owe me money but they are trying to bill my credit card. Next step is Attorney General Complaint they been calling my cell using up my minutes harassing me sending letters in the mail that go in the trash bag they will not get no more money out of me they took enough when I was using their services paying for something I was not getting paying for 4G but getting 2G speeds They are Criminals sent me a older model modem I also plan on going on the rip off report also.Desired Settlement: Request that any and all so called fees be canceled, like your so called cancelation fees stop contacting me stop annoying phone calls cancel all collection attempts other Desired Outcomes will be brought up with the Attorney General of the State of Maryland

Business

Response:

September 27, 2013

Review: Hughesnet product doesn't work as advertised.

I contacted Hughesnet after seeing several of their commercials advertising 15mbps internet service. I previously was only able to get DSL and the top speed was 3mbps. I thought an upgrade would be nice. When I contacted Hughesnet they insured me that their product would improve on my home internet service. Immediately after the installation I ran speed test and noticed the service was extremely slow and glitchy (off and on). I contacted Hughesnet and they told me that it may take a few days for the service to work properly. Ok, I waited. After many days of struggling with the system not working properly I switched my internet back to DSL, which worked much faster. Because my schedule was very busy I didn't contact Hughesnet right away but when I did call them to cancel they informed that I would have to pay a cancellation fee of hundreds of dollars. I explained that their service has not worked since it was installed and asked them to close my account and remove their product. Hughesnet offered to send a technician to my home for time and materials. I informed them that I wasn't interested in paying them anymore and if they wanted to check their system they could send a representative to my home at their cost. They did send the technician out and he said that I shouldn't expect Hughesnet to work as well as my old DSL service. Why would I want to pay more for worse service? I contacted Hughesnet again and they said they would get back to me and I have not heard from them. I simply want to cancel my account with no cancellation fees and have them remove their dish from my home and seal the holes in my roof.Desired Settlement: I simply want to cancel my account with no cancellation fees and have them remove their dish from my home and seal the holes in my roof.

Business

Response:

October

17, 2013

Review: I cancelled my service with HughesNet. They sent a prepaid box and label to return all equipment. I returned everything they said needed to be returned. 3 months later I had a $214 charge to my card. After spending a hour and a half on the phone with them they said they could not refund my money until I provided a tracking number for them. I never had a tracking number. THEY are the ones that issued the prepaid return label so they are the ones with the tracking number. The customer service rep was very rude and not not helpful at all. It is very unfair for them to charge that amount when I returned everything piece of equipment back to them.Desired Settlement: I just want my $214 to be refunded back to my card. I did everything they asked.

Business

Response:

November 1, 2013

Review: Problem date 7-2013. Acct#[redacted] Purchase Date 7-2012. Moved and had to cancel service because landlord would not allow large dish on roof or front yard. Paid cancellation fee of $355.00 and returned equipment via UPS that they sent me the box to return. They have harassed me with letters and phone calls saying I still owe them because I did not return equipment. I returned all equipment that they stated to return and paid the cancellation fee that they stated. Hughes Net has now turned my account over to a collection agency which will affect my credit report. I did everything that was stated to cancel service but they still are harassing me. I need help because I don't owe them nothing. I did everything to cancel as stated by Hughes Net.Desired Settlement: For Hughes Net to stop harassing me and to remove the collection from my credit report because I fulfilled my cancellation fee and returned the equipment as they stated to me.

Business

Response:

November 14, 2013

Review: I am a customer to HughesNet since August, 14, 2011. The monthly service cost I agreed to pay is about $70.00 per month, with no contract constraint or restriction. However, without any authorization or notification, HughesNet started to bill me about $130.00 per month from January, 14, 2012 on. I was not aware of the overpayment because of the auto-payment I have with the credit card company until my new assistant started her job this September and she saw that on my credit card bill that HughesNet has been charging $130.00 per month on my very slow internet service - they overcharge me $60 each month for the past 19+ months, which is equivalent to $1,140.00. The account manager at HughesNet cannot provide an answer of why they overcharge us, and cannot explain to us if someone had contacted me about the extra $60 they are billing for each month. However, the account manager indicated the service that I am using is aged and overpriced.Desired Settlement: We would like to cancel the service and ask for a rebate for amount HughesNet overcharged me: $60 x 19 months = $1,140.00

Business

Response:

November 15, 2013

Review: I tried using Hughes Net. It did not work from almost day one. I tried it for over two weeks and it did not work. I was told that I would have a 30 day free trial and if I did not like it it would only cost me the $100.00 for installation. I cancelled within the 30 days. I wanted to return the equipment. They talked us into buying the equipment instead of leasing it. I was told over and over again this 30 days trial would not cost me anything. When I tried to cancel the first time they talked me into using a faster system and that they would not charge me for. They also extended my 30 day free trial. I cancelled again within two days. The system was horrible.

I have called 5 times to get them to send me out a box so I can ship the equipment back. I keep being told that the box is on its way and I never receive it. Now I just called and they told me I had to send it back. I have no instructions or anything. Heaven help me if I just send it back , I will never receive my money. The total charge was $349.00. They told me I had to pay for the one month of service, which they did not tell me originally. I was promised over and over and over that I would get my $200.00 back for buying the equipment. I have tried calling them at least 5 times now. Each time I get a different answer and a different put off. I just want a box from them, a label on where to send it back and a guarantee that my account will be credited for the returned equipment. I have a gut feeling I will never see this money because the next thing will be that there is something wrong with the equipment. I have never never filled a complaint against any company. This one sure takes the cake. I hope someone can help me out.Desired Settlement: I just want my $200.00 back for equipment and services that did not work. I was promised I could have a 30 day free trial. I want instructions on how to send this back, instructions on how to take the receiver off of the equipment on the roof. No one is helping me. They were suppose to send me a box with instructions. Actually, I am not suppose to be even paying any of the $349.00, but I will settle for the $200.00. I just want to be treated fairly. I can not call this company again and be told a different story.

Business

Response:

Review: Internet services were not working. I called for assistance numerous times.

I needed internet to complete college courses.

Always put on hold over a half an hour each time.

When I tried to quit services was also put on hold or the phone was disconnected.

Often I was put on sales pitch line for Generation 4 by Hughes Net.

When I asked fro service or to quit the operators would hang up.

Completed the interview to quit the service 3 times and was told I would be transfered for a confirmation number.

Then the operator would hang up.

Hughes Net continued to bill me through my credit card.

I file a dispute claim through the credit card company.

Hughes Net refused to respond to Visa.

Charges were reversed. I had to get new charge accounts to stop Hughes Net from billing me after I quit their services.

Hughes Net would send bills to me with out explanation. I called them and was put on hold for over 30 minutes.

A year later Hughes Net sent me to a bill collector with out explaining charges.

Bill collecting service calls at all hours and insults me.

Hughes Net Service called from the Philippines. Operator could barely speak English.

She asked if I wanted service?

I request bill be adjusted stating I do not owe for services that were not provided.

Remove me from bill collectors harassment. Clear false bad credit report from my credit report.Desired Settlement: Have Hughes Net admit they did not provide services and drop the false claim that I owe them money

for services they did not provide. Take bad credit off my credit report. Stop bill collectors from contacting me.

Business

Response:

December 11, 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 haven’t attempted to contact **. [redacted] per previous request to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on October 22, 2009 and requested to cancel his service on March 1, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $228.20.

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: They company installed defective parts and I have not internet service since the august installation.

Hughesnet installed internet service in August. I informed that we could not get internet service and something was wrong with their equipment. After several weeks they finally sent out a service representative. After he left, we still could not get the internet. I called and complained and even requested my money back. I was told that I would be charged if anyone else had to come out. I purchased a hotspot and stopped complaining for a few months. I resumed complaining in November and December. I was told to troubleshoot and again for the 20th time I tried to explain that the hughesnet cable was defective and would not stay in their modem. I explained that I could not troubleshoot. I again requested a service representative and was told no. On 12-19-13 I requested to speak to someone about terminating the contract since Hughesnet had scammed me out of 400 dollars thus far. It was then that a [redacted] realized that the wrong parts were placed on the modem. All new equipment is being mailed out and guess what, I AM EXPECTED TO INSTALL IT MYSELF. Something I paid them to do and it was not done properly. Worse people ever. I realize I am 80, but I assure you I am not an old it, these people placed defective equipment in my home and now charge me every chance they get to remove it. My account number is [redacted]. The phone number associated with this account is ###-###-####. As a military retiree I am proud to pay my bills on time, I still expect to get what I pay for , but I guess that time is long past. I was given a Maryland address for this company headquarters by calling the toll free number and trust me that took 20 minutes. I have since found out it is just a mail dumping ground, which is typical of a immoral, unethical, company that legally steals from their consumers.Desired Settlement: I want my monthly payment backs for the months I have not had internet service. I also want the installation fees to be refunded, since the equipment was not installed properly. I want the contract to be ended, without penalty as they are a unethical company with the worse customer service.

Business

Response:

December 27, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes it is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

In light of the difficulties **. [redacted] experienced with our service, Hughes has issued credits to the account in the amount of $148.22.

We have also sent **. [redacted] a modem and different power cord. If **. [redacted] needs assistance with installing the modem he may contact me at the number below. **. [redacted] did not pay an installation fee.

We left a message notifying **. [redacted] of our decision on 12/27/2013.

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

Very Truly Yours,

Executive Customer Support

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

[email protected]

Review: I was recieving internet thru hughes I was dissatisfied with it after they repeatedly messed me out of my promised rebates numerous times and lied repeatedly.. so I had called since I was in a contract to drop my service package down and run my contract out till it was fullfilled...no call was returned to me so I could do this instead I call them back myself after not hearing from them and I was informed one of there workers took it upon the**elves to cancel my contract without my permission or even speaking to me.. and are now telling me I owe them over 500 bucks for a contract default.. I dont think so.. I did not cancel anything they voided my contract by allowing someone other then myself cancel my own contract... I returned all there equipment I will not pay them a dime...I want the harrassment from them to stop and the false report they put on my credit to be deleted asap.. or I will take them to court over this matter.. this is a terrible company with terrible service and even worse customer service you are told so many lies..different ones every call you make to them.. I am done with them.Desired Settlement: remove the false reports on my credit..stop with the harrassing calls and mails..I owe them nothing and they will get nothing from me.. if they continue I will see them in court.

Business

Response:

December 31, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 20, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding cancelation of her account after she reported her account had been terminated in error on August 15, 2013.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was first activated on August 3, 2011. **. [redacted] account was upgraded to the new Gen4 hardware and service on December 18, 2012. **. [redacted] contacted our billing department on July 5, 2013 to inquire about rebates and her account. **. [redacted] was disputing charges and the account became canceled. **. [redacted] is requesting we reverse her last fees and stop collections.

Considering her overall experience, Hughes has agreed to credit **. [redacted]’s account for the $340.00 early termination fee and service credits for charges after July, 2013, in the amount of $572.42 on December 31, 2013. Hughes removed **. [redacted]’s account from collections, waived the claim, and ceased all collection efforts.

While Hughes does use a collection agency, Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts.

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

Sincerely,

Office of Executive Support

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

Review: Insufficient bandwidth: I'm at they're max bandwidth of 20GB per month and haven't been able to use the internet like I did with cable before them.

We are a family of 5 adults and between us we have several devices that use the internet. Since I signed up with Hughes Net in November, I'm always running out of my 20GB of bandwidth by the middle of the month. I called many times every single month to discuss this issue. I've been on the phone with many techs trying to resolve the issue and haven't been able to. I tried to cancel the service when I realized that what I need is unlimited bandwidth, but they refuse to let me cancel without charging me an outrageous fee. When I spoke with the rep that signed me up, I told them what our activities were; [redacted] (movies), internet radio, videos & some online gaming. I feel they should have explained to me (I'm not internet savvy, so I didn't know about bandwidth and how it worked) that satellite internet is limited and 20GB was not going to be sufficient. I would have kept my local cable company and their unlimited bandwidth. Again, I didn't know. It took me several months of trial and error and upgrading my bandwidth plan twice (I'm at their highest plan now) to try to make this service work. I'm paying $111 a month for internet service that obviously does not meet my needs.Desired Settlement: I would love to get a refund of my monthly payments since November, since my whole family has been very upset with the Hughes Net. At the very least, I just want out of this contract. I'll never get satellite internet again.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the executive customer support division of Hughes, we have 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 division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Our records indicate that **. [redacted]’s service was activated on October 31, 2013. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, 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 10GB to 20GB per month. Regarding **. [redacted]s’s request to receive invoice billing at no additional charge, Hughe’s subscriber agreement contains specific language that states invoice billing is available but at an additional charge.

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. All customers are given 30 days to cancel without penalty. **. [redacted] was advised in detail as to how the service works and methods that could be used to achieve better benefits within the first 30 days. In addition, through troubleshooting it was determined that the service was operating as it should. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. We have applied a one month service credit in the amount of $130.00 on the account that can be used to apply towards the early termination fee should she still wish to cancel the service. Additionally, **. [redacted] is receiving a monthly service credit in the amount of $30.00 for six months.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: I pay each month and seldom receive internet speeds advertised. Customer service does not speak english. Now they started blocking my VOIP.Desired Settlement: Quick blocking my VOIP and supply speeds advertised

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# 9925343

Dear **. [redacted]:

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

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.

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

After further review, we would need to speak directly to **. [redacted] regarding her VOIP concerns and troubleshooting.

**. [redacted] would need to contact me at the number below for troubleshooting.

We have issued a one-month service credit to her account in the amount of $59.99.

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: Had 30 day trial with company for internet tried to cancel due to dissatisfaction with product! Tried to cancel they repeatedly !

Service to hughesnet wireless internet was purchased on 1/12/14 and we tried to cancel before the 30 trial was up and company would not allow us only tried to give incentives! We canceled service and they now want to charge $400 termination fee! We have been trying to disconnect ever since we obtained their service! We want to return their equipment n pay for service that we received but feel we were trapped into a situation that we wanted out of!Desired Settlement: We want no settlement only for them to waive termination fee which we should not be liable for! We tried to cancel service before 30 trial was up n they refused! We were misled and don't think we should pay $400 to terminate something we tried to cancel !!

Business

Response:

April 11, 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 HughesNet service. 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. After further review, Hughes will cancel the account without penalty. We would need for **. [redacted] to contact me at the number below with her preferred cancellation date. In addition, **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. diagnostic Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Hughes Net is charging me $200 for an unreturned radio and now has put me in collections.

I fulfilled my 2 year contract with hughesnet despite very slow service and poor customer service. I called to cancel 1 month prior to moving (told them I was moving), and was told I should wait because the cancellation fees would be more than the last month of service. At no time was I told of the return policy. After moving, I cancelled my service and a few weeks later received a box with return instructions. I did not realize I would have to take a part off of the satellite (hughesnet admits this is dangerous and I should hire someone). I called the people that bought our house. They just had hughesnet installed the week before and the installer did not leave any equipment behind. I have no radio to send back. Their installers are the ones that performed the work and should be responsible. I was never aware of having to take equipment off of the satellite to return (i would remember if I was told because I would have thought it was ridiculous). After hours wasted on the phone trying to figure this out, they basically told me that they have no way of tracking the radio and that it has to come directly from me with the shipping label they provided. I find this crazy as you would think the radio would have a code on it to keep track of it. The admitted the installer may have sent it back, but I would still be responsible because it has to come from me. In addition, it is a Generation 3 radio; they are now using generation 4....how could this possibly be worth 200$. I am now in collections and my credit score (which is around 780) is now being threatened. I see all the complaints online and know it is a shotty company. Customer service is horrible. Internet service was non-existent most of the 2 years. Despite this I paid a ridiculous 70$ each month, on time. I was never presented that I would be responsible for this piece of equipment or I would have removed this before I moved. It would not surprise me if a class action lawsuit was brought upon this company again (i see one has been in the past). There is so many more complaints but I will leave it at this. Thank you.Desired Settlement: Take me out of collections.

Business

Response:

April 12, 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, we are unfortunately unable to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email her account information to the email address below putting my name in the subject field or she may contact me at the number below for closure. Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted]. Very truly yours, [redacted] Executive Customer Support [redacted] [email protected]