Hughes Network Systems

Review: we canceled our services on the may 19 2013 they took out 82 .28 out of my checking account after contacting them they said that we had taken a deal we had taken no deal and they aggread to refund the money to day is july 3 and still no money all number to reach them go back to frontier net I have a ref number given to me by hughes net after everything was settled [redacted] I now it not a lot of money but I am about to contact a lawyer about thisDesired Settlement: just to get my money back and have nothing else to do with them

Business

Response:

Review: Service is not meeting needs, wish to cancel contract.

Cannot game or run videos necessary for graduate program. Every time I call to complain they upgrade service does not make a difference. Contract says gaming and videos possible. However, now I realize only certain games and huge lag with videos. I just want to cancel my service and go with a non- satellite provider.Desired Settlement: Wish to have contract cancelation fee waved

Business

Response:

June 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 7, 2014. On May 11, 2014, **. [redacted] accepted a retention offer of $30 off for six months with our customer support. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy if **. [redacted] still wishes to cancel her service. If **. [redacted] decides to cancel her service during her 24 month commitment period we will issue a credit to the account that can be applied toward the early termination fee. The amount of the credit depends on when the service is terminated. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Awful company. Awful services. Awful tech support.
I have been a HughesNet Gen4 customer for over two years due to HughesNet being the only possible internet option in my remote area. Connection is terrible more often than not. Customer service -- when you can understand them -- always insinuate that the problem must be me and not their wonderful company. Many wasted calls to try to resolve slow speeds, zero resolutions. I have multiple speedtest.net results that show Hughes to be rated F- for speed, but when I call Hughes support and use their "special" troubleshooting tools, everything checks out just peachy. Very convenient way to tell the customer it's their fault and to take zero responsibility for the terrible service.
HughesNet also uses an archaic 24-hr data cap model that penalizes your connection speed if you overrun, but of course you can always pay more to get the cap lifted. Occasionally, you might get to stream a youtube video at the lowest resolution, but it will probably be choppy. HughesNet also charges a premium rate -- currently over $60/month. I would drop these guys immediately if I could, but I need internet for work and have had to suffer terrible service and terrible support for over two years now. As much as I hate moving, I am looking forward to it just so I can dump this awful company.
Without a doubt, HughesNet is the worst company I have ever dealt with. If A** dial-up was still available, I think it would be more advanced and more pleasurable to use than Hughes. Avoid HughesNet at all costs -- because they cost a premium price, their service levels suck and they will treat you like garbage as soon as you sign your two-year minimum contract.

Review: From the onset of my dealings with Hughes Net, I have been lied to, complaints ignored and promised services, have not been rendered. First issue began with installation, where a technician informed me that in order to get service I had to cut down a tree in order for me to get service. Before removing the tree, I asked for a guarantee that I would be able to get service. The next technician arrived for installation and let us know that it was completely unnecessary for the tree to be cut down. Prior to this, one of my main concerns was that I would have outages during in-climate weather. During a recorded conversation with a Sales Rep, I voiced these concerns and was assured that due to new advances that this would not be an issue. Not only if it's raining, but even if it's remotely cloudy I lose speed and service.

My contract with Hughes Net states that I will be receiving 10 gigabytes of 10 mpbs service monthly. Since I began with the company, I have yet to get over 5. After contacting customer service multiple occasions and logging countless hours on the phone with them, I was told that the reason I was getting poor service was due to the type of modem they had given me during installation. Apparently they gave me an older model that sometimes won't provide the proper speed. So after being thoroughly annoyed and talking to two different supervisors they finally agreed to send the modem that would provide the proper speed. They argued against giving me a modem that would provide the service that I am paying for. Three weeks later, no modem. During this time, and multiple calls inquiring, my data usage drops from multiple gigs, even though I know haven't used them, due to the hours in which they state that they were used. Mainly because I'm at sleep or at work. But oddly enough these drops occur right after calls to their customer service dept. They say it's because someone could be accessing my network, oddly enough my network is password protected by a ten digit password that has capitols, lowercases and numbers. Not to mention the fact I live in the woods. A half mile back from a rarely used county road off of a dirt path.

So 3 weeks later I finally receive the new modem. Which apparently now needs a technician to log in into their system and setup. I pay an additional 10 dollars monthly for what my sales rep stated was next day service. I asked when the appointment would be scheduled and was told they couldn't give me an answer to that question. I asked what the additional 10 dollars a month I was paying was for. They stated it was to receive a discounted rate of service. I believe discounted and expedited service are two completely different things. Not to mention that the call was placed on the 29th of August and it is now the 3rd of September and I have not received a time or date for when the technician will be arriving.

The worst part, in my personal opinion, is that at this point in time my usage has past it's limit and that's when they "dial back the speed." There is no noticeable difference in speed or service. Doing an internet speed test prior to the Usage being over it's limit and after, provides the same rate of speed. Painfully slow. I was downloading a song off of I tunes and the speed I was getting was 5kbs a second. That is slower than Dial up.

Unfortunately due to the fact that I live in a rural area, this company is my only option. Due to the fact that I rely on internet for schooling and my husband relies on it for work, this is beyond unacceptable. After checking with our phone company, we have logged over 20 hours on the phone with their customer service and this is within a span of a month, yet we still receive no reliable service.

I believe that if I am to be paying over 75 dollars a month for High speed internet service, maybe, just maybe, I should actually get it.Desired Settlement: I would like a refund for the services I was charged for, and clearly have not received and I would like someone, to actually come and finish the job.

Business

Response:

September 23, 2013

Review: My complaint is that HughesNet internet service open a account in my name without my permission.I never talked to anyone at HughesNet. My boyfriend call to get internet service in his name for our children so they can do their homework. HughesNet asked for a secondary name to go on the account so he gave them my name as a secondary name. The next day my boyfriend call HughesNet because he got a text stating HughesNet took additional monies off his credit card without authorization. HughesNet wouldn't talk to him because they said his name is not on the account.HughesNet put the account in my name and not his name.When we request that they put the account in his name they said they can't do it.But they took monies off his credit card that was in his name only.Desired Settlement: I would like for HughesNet to close the account that they open in my name.

Business

Response:

December 17, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’ account was activated on December 6, 2013 and requested to cancel her service on December 10, 2013. Regarding **. [redacted]’ concern of her name being used without her permission, typically if a person doesn’t qualify for a lease account using their information they may ask the sales agent if another name in the household can be used or the agent may ask for a secondary name which is likely what took place here. We attempted to reach **. [redacted] to clarify the details and a gentleman who identified hi**elf as the husband and primary account holder stated that he could speak to us on her behalf. We advised him that we would have to speak to her without giving any further details.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’ account has been credited in the amount of $50.96.

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: This will be my SECOND complaint on this company in only a few months time. I filed a complaint in December 2011 which explained that HughesNet did not provide the service that they first offered us and we were not happy with that, along with many other things and when we tried to cancel the account we were given a bogus cancellation fee and were told to send their equipment back, we filed a complaint then because we were not happy with the service and they were trying to charge us a $400 termination fee. To make a long story short once the complaint was filed HughesNet called and explained that the ONLY money we owed them was for our FINAL bill and that we DID NOT owe a termination fee and that if we decided to keep the service there would be no verbal contract that way if we decided to cancel the service we would not owe that $400 termination fee, we did in fact cancel the service. What we finally thought was a resolved issue has surfaced again, Hughes has sent us 2 letters in the mail stating we owe them $385.73, the first one received I called them and explained that we were told there would be no termination fee and they agreed then, the SECOND letter which we just received (Letter code: [redacted], acct # [redacted]) states yet again that we owe that $385.73 so I called them yet again and they were still trying to say it was for termination! This is crazy! We were told we did not owe a thing once our final bill was paid and that has been settled! I will never suggest Hughes to anyone and will never use it again, they are a joke.Desired Settlement: I would like for Hughes to uphold what they said and us not be required to pay the termination fee.

Business

Response:

April 8, 2013

Review: I started with Hughes net about 1 year ago. They presented high speed internet and I was going to use this for school and to watch home work videos as well as netflix. The satellite was installed inches a way from my wood stove pipe and the holes to screw down the satellite have caused damage to my ceiling. Drywall is coming down off my ceiling. The satellite is coal black from smoke from my stove pipe. The damage to my house is not the only concern I have. The other concern is that the internet is very very slow. I cannot use this product for what I intended. I cannot watch video presentations or set-up netflix. Along with the extremely slow, almost malfunctioning internet, the internet has caused my Macbook pro to act as if it has a bug. It is making my mac run slow and to get into my online class, I must delete all cookies prior to it allowing me to sign on. This is not my computer as it does not make me do this at WIFI spots. This company is selling me a product that does not work. After numerous calls to the company, actually being put on hold for 45 minutes after asking to talk to a manager, I contacted Revdex.com about 6 months ago. A few days after doing this a Hughes net representative had contacted me and asked me about my ceiling. I told her that my ceiling was caving in. She responded that she would have a representative come take pictures of the roof, move the satellite, and that she would contact me back with arrangements. Arrangements were never made and the next day, while I was at work, a hughes net representative came over unannounced and only took pictures. I never heard from her again. It is really difficult to call the company as I am very busy and it takes a minimum of 1 hour of being transfered here and there until finally you hang up unassisted.

When I bought hughes net, they sold me a wireless router and modem. The modem is from a different company as the router. About 3 months ago my WIFI no longer worked. I called Hughes net and they told me that the modem was not their product and to call that company. They said they were unable to help me. I then proceeded to call the other company and after about an hour it still was not working. I no longer use this modem and router that I bought about a year ago from Hughes net because it does not work. I have to connect my computer t cables.Desired Settlement: I wish to break the contract without the early out fee. The product does not work as they advertise and I have been disputing with them ever since I have had the product. I just want out. I do not want their service anymore.

Business

Response:

April 18, 2013

Review: While making a phone call on march 27 2014 the man we spoke with informed us that all phone calls are recorded as explained we could receive Internet service for 39.99 a month for the first three months then we would pay a price of 49.99 a month a rate that wouldn't change and there was no installation fees or rental fees and it would not be taking out of my checking account till the installation date which was set on April 5 2014 he did say they would put a freeze on my account just to verify there was an account under that name. Here is the first lie as I go to my bank I realize that they already charged my account so I have my fiancé call and get the deal sorted out they then try to say that I must be mistaken cause I wasn't charged. Lie. I eventually did get refunded the following Monday which made it inconvenient for me as I do not make much money on may 2 2014 I get my bank statement showing they charged me 51.33 on the installation date I then call them on may 5 2014 to sort the matter out and they then informed they already have taken out second months bill and charged me 70.09 (i never received a statement via mail or email of when my bill was due) and said they did not offer service at 39.99 and said my second bill of 70.09 was for repair service which I never requested not once and told me there would be a $400 dollar cancelation fee however they explain you have 30 days from installation date to cancel (April 5 - may 5 ) I told them it was the 30th day but representative refused to comply saying the previous day was the 30th day. I then asked to speak to a supervisor which he refused over and over his name was Daniel B I finally get a supervisor and she hangs up on me. Call back they agree to give me a refund for the second month but still want to charge the $400 cancelation fee after hours of hassle they finally agree not to charge the fee after this ordeal I wait to call the next day to get my overcharged first months bill of 51.33 the man explains he can not refund me cause that was 9.99 rental equipment fee I was never told of a rental fee and he said he could not refund me cause the account had been canceled I then asked him to review the phone call from march 27 and he refused.Desired Settlement: Would just like the refund of 9.99 for the overcharged bill of the first month they have ready incomes my my second month refund is on it's way.

Business

Response:

June 4, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on April 5, 2014 and requested to cancel his service on May 5, 2014. Due to the account being cancelled within 30 days, 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 $9.99 and that amount will be refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I wanted this service for my grandson to use on his games, it does not provide the service and I have begged them to let me out and then they changed

they upped the price and I told them I didnt want it and there is no reasoning with the man I talked to ,he was not at all helpful and more told me I counld not get out of the service without a big fee.Desired Settlement: I just want the service cancelled without a hugh termination fee, they never told me it aws not good for gaming.thats what I told them I wanted it for.

Business

Response:

ebruary 26, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

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

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. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy.

In light of the difficulties **. [redacted] experienced with our service, Hughes will cancel the account without penalty.

We would need for **. [redacted] to contact us with her preferred cancellation date at the number below. **. [redacted] would need to ship back the equipment within 45 days to avoid being charged an unreturned equipment fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: From day one of installation we had no good internet poor connection or no connection we have called numerous times and your technical support seems to have slim to none knowledge of how to fix the issue they have even charged us $59.99 for service fee to fix the issue and we were told that we would get refunded if if didn't work and it still didn't fix the issue or got a refund.we were also under the impression that there was no service charge for the first month. Your tech support always tried to convince us that the issue was due to maintenance of the system but this was every night! They finally blamed it on the fact that we use all of our data but I just can't figure how if we nearly had any service.this is ridiculous your service is despicable any should I stay and pay for a service that I am not even being provided with.I.am very displeased with it all I wish to close this account not at my expense since the issue is with your customer service and your intent service.And I promise them over the phone for one year contract, but their customer service saying promise for 2 years, and the call was recorded when I promise for one year, and as we agreed I will have internet fast it's a headache.I please you to help us out. Thank you[redacted]

Product_Or_Service: satellite internet service

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Just to cancel the contract and the service without fees.

Business

Response:

May 7, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on April 6, 2014 and requested to cancel his service on April 24, 2014. Due to the account being cancelled within 30 days, 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 $50.89 and that amount has been refunded to the card on file. A message was left with our decision on May 7, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

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,

[redacted] Thanks To Revdex.com, you done well

Review: On Dec. 3 2012 I signed up for Gen 4 unlimited high speed internet service, within 15 days service was extra slow, I called to ask why and was told I had used up all my allotted (time). I told them that I did not know that I had a time limit and ask that my service be disconnected, they would not disconnect but would cut $30.00 off my bill for 6 mo. and give me more "time" to use. Even tho the internet was not being used we kept running out of "time". I kept calling and complaining and on Aug 4 2013 was told the problem was with a hughesnet owned modem and I have a new one with in 5 days, I never received it so on Aug 17, 2013 I sent an e-mail telling them to discontinue my service and directed them to withdraw no more monies from my bank account due to the fact that they had voided the contract. Today, on Sep 3, 2013 they withdrew $295.00 from my bank , when I called to ask that my money be returned I was told that sense it was within the grace period they would redeposit my money, then the lady said that she cod not return it and transferred me to a Supervisor who flat out told me that they would not return my money, because I voided the contract not them, they have lied to me from the start and I want a refund.Desired Settlement: Contract void and all monies returned

Business

Response:

September 17, 2013

Review: A TECHNICIAN FROM HUGHES NET CAME TO MY HOME ON JULY 21, 2014. HE INSTALLED HUGHES NET MODEM AND WIRELESS ROUTER; BUT, FAILED TO CONNECT COMPUTER TO MODEM. IVE CONTACTED HUGHES NET CUSTOMER SERVICE ON SERVERAL OCCASIONS AND THEY TELL ME THAT I HAVE SERVICE ON THEIR END. IVE TRIED TO EXPLAIN TO THEM THAT I MAY HAVE SERVICE ON THEIR END; BUT, I DONT HAVE SERVICE ON MY END. HUGHES NET HAS STATED THEY WOULD SEND A TECHNICIAN TO MY HOME TO FIX THE PROBLEM. NO TECHNICIAN HAS BEEN TO MY HOME AS OF PRESENT TIME. IVE INFORMED HUGHES NET THAT IF THEY COULD NOT RESOLVE THIS PROBLEM TO JUST COME GET THEIR EQUIPMENT AND DISCONTINUE SERVICES, THEY REFUSE TO LISTEN TO MY REQUEST.Desired Settlement: PROBLEM TO BE RESOLVED OR SERVICES DISCONTINUED.

Business

Response:

August 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her 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.” Hughes values [redacted] as a customer and we wish to retain her business. In light of the difficulties [redacted] encountered with our service, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted]’s system components in hopes of meeting her internet service expectations. A technician will contact [redacted] at the number on file for a convenient time to come to her site. [redacted] would need to 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]

Review: Went over 3 weeks in the month of December without internet,they finally come out and fixed or so thought it was fix,im still having proble** with it.well they told me they would give me credit , a month free plus $20.00 off my bill for three month,they ,in stead of getting credit they charged my bank account $223.00 not fair at all.I want that money put back in my account plus over draft fees.witch is $35.00.thanks so much,please helpDesired Settlement: I dont want a bill adjustment ,I want the money back in my bank account.

Business

Response:

February 24, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

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

After a review of case notes, we have issued a one month service refund to **. [redacted]’s account in the amount of $116.26 back to her credit card on file. Unfortunately, we are unable to issue a refund for non-sufficient fees.

If **. [redacted] has any additional concerns she may contact me 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,

Executive Customer Support

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

[email protected]

Review: When contacting the sales rep about hughesnet, I was told that I would have a six month contract, which, in fact never existed in the first place, and I was never told that there would be a daily data allowance on for my plan. they then told me how fast there internet is compared to others, which was also a lie. they also signed me up for automatic payments from my credit card, which I never gave permission to. every time I have contacted them, the representative on the other line has been rude and very unhelpful, they just keep transferring me from one person to the next, often getting cut off.Desired Settlement: all I want is to cancel my contract with them without having to pay the rediculous fee of 400 dollars, I am willing to settle for something a little more reasonable. and I would like them to stop charging my account without my permission

Business

Response:

March 18, 2013

Review: Had Internet service which was substandard as not as good as advertised. Hughes Net not able to resolve substandard service issues so tried to cancel account. Was hung up on multiple times when transferred to "account management" area in order to cancel account. They made it almost impossible to cancel account despite telling them I just wanted it canceled due to poor service. I told them I would be reporting the substandard service and poor customer service to the Revdex.com.Desired Settlement: They still are charging a $280.00 cancellation charge despite the poor service. Prospective customers should be aware that service is not good and resolving issues is even more difficult with this company.

Business

Response:

September 9, 2013

Review: I ordered hughesnet in december, and on the phone while I was ordering, I told them I needed a wifi modem. Well I didnt find out they did not have wifi mode** until the installer came to install the product. They told me I had a month to try it out and I will be able to cancel the service without a termination fee. So I tried the service and bought a wifi modem separately as the guy who came to my house suggested me to do. I had some proble** off and on with the internet being slow, but it took me some time to figure out that it was indeed the hughesnet service and not my modem. I then called in January to cancel. The technician who came to my house told me that I had 60 days to cancel. I called in january to cancel and they pressured me into staying longer by giving me higher speeds for the same price. So I tried that out for a couple weeks. Some days were ok, but nights were always slow. Hughesnet internet provided me with very slow service the entire time, and that service kept cutting out. They promised this internet would be good. All I am asking for is internet that works. It takes a little longer than 30 days sometimes to figure out when the service is not going to work for you. Especially when it comes in and out. I took some time to give it a chance. Now they want to charge me 400 for an early termination fee, or to buy the plan out as they say. I am very unhappy with their service. The technician told me 60 days, I distinctly remember being told 2 months. I dont have it in writing, however. But I stupidly trusted the technician.Desired Settlement: I would like to not be charged the early termination fee, as it is close enough to their 30 day rule.

Business

Response:

February 19, 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 HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 6, 2013. On February 2, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00.

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 issued a credit of $400.00 to her account representing 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]

Review: On November 12, 2013 Hughes Net debited $221 from my checking account unauthorized for a radio transmitter. The radio transmitter has since been returned to Hughes Net but the unauthorized debit from my checking account caused my account to go into the negative causing my bank to charge me an overdraft fee of $72. I was told the $72 fee would be refunded to me when I faxed Hughesnet a copy of my bank statement proving the $72 overdraft fee. I have faxed Hughesnet a copy of my bank statement three times with a verification report verifying that the bank statement was received. I have contacted Hughes Net numerous times concerning this refund and each time they refuse. I have spoken with [redacted] in the Billing Department on November 25, 2013. He can be reached at ###-###-####. My account number with Hughes Net is [redacted].Desired Settlement: Refund the $72 fee to my checking account that I was told would be refunded when Hughes Net received a copy of bank statement verifying the fee taken out of my checking account.

Business

Response:

December 5, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on August 8, 2013 and requested to cancel his service on August 9, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Regarding **. [redacted]’s request to be reimbursed for overdraft fees, please be advised that Hughes’

subscriber contains specific language that states Hughes is not responsible for overdraft fees. “You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” Hughes

agrees to make a one-time exception to our policy concerning not reimbursing overdraft fees. We have issued a credit in the amount of $36.00 to his account for one overdraft fee and we have refunded that amount 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,

I live in a rural area with little choice for internet. I was referred to Hughes Net by my neighbor, who said the service wasn't the greatest but we, at that time, had no choice. I've been a customer of theirs since Dec. of 2014. I'm paying $109.87/month for the absolute WORST crappy wifi ever!!! Their customer service is no better. Their answer every time I call or chat with them is that we're using our allotted Gb and we're running out of data after the first few days of the month. I find it ironic that's happening considering for a week there was no one at my house and yet we still ran out of data!!! They refuse to do anything to help out, except give you additional tokens, whatever that means. They have told me that at this point, I will have to pay $245 to cancel my service with them because I have a verbal contract with them. This company charges exorbitant amounts of money and provides a crappy service at best. Stay away from them!!!!!

Review: We ordered from Hughes Net and the installer refuse to wait for someone to come home.

He [redacted]) the installer called at 9:30 am, questioning the line of service, can we see install other than patio, he does not want to send someone out if they cannot install and do not want to waste his time. I said well is that not the purpose for you guys to come out and see if you can get a signal. He said he was finishing his job early where he was at and will come over as soon as he is done. I explain that my roommate who the service is in his name, [redacted] will be leaving work at 10:30 to 11 am. Our appointment is from 1 pm to 5 pm. He still asked all the questions and I let him know that the dish could not install because they did not get a strong signal. So when we spoke with customer service who placed the order and gave him all the details, they said it was fine and they will get someone out there. They charge my card, 39.95, which they said its a hold, but it was a actual charge to my debit card. No hold at all. The installer arrived to our apartment complex, and called me at 10:50 am, and said that he has a problem, he will probably not be able to install because of line of site. He saw the dish already on the patio from dish and I asked okay, have you spoken with [redacted]. He said No, I asked is his truck there, a white dodge dakota he said no, he knocked on door. I then said okay, how did you get in the gate. He said it was open and he just drove in. I let him know that they usually like for us to escort people, which is why it was important for [redacted] to be there. He said the satellite is at least 3 ft and will not fit, can I put a poll out, I said yes, but where. Then he said most complexes would not let us drill a poll, I said it would be fine, as long as its in front of our walkway,patio. Being there was one there already before. Then he said I dont know I will probably have to talk to complex, I let him know we had permission and he should really speak with [redacted]. My phone was also breaking up, because I was at work in a building with bad signal. I told him if he goes to our manager's office, they will question why he was not with the renter and how is he in the complex with no escort. He went to tell me the dish must face south and the operaters, customers service reps do not know what they are talking about before they send us. They are not here, can't listen to them. I said well let me call [redacted] to see where he is, I will call you right back. [redacted] was 5 minutes away and call the installer, he did not answer. [redacted] arrived home, he said the guys was gone, he check the main building, no luck. I called and called did not get a hold of him. [redacted] finally spoke with him at 6 pm, and he told him I was rude and did not understand what he was saying. [redacted] said well I spoke with the complex and you could hang the satellite on the south side of building. The guy hung up on him. He did not give no reason, he just hung up. I called Hughes, spoke with [redacted] he was upset the installer arrived and did not communicate with anyone at home. He tried to contact the dispatcher and they refused to send someone back out after we told him it was okay to install. Because the reason the installer gave, was no line of site. I was upset and did cuss and ask to speak with the supervisor, who did nothing but said we are sorry, but once they say no one can come out we cannot do anything, I said even if we are able and have line of site. He said not. So I am was so pissed, I asked to speak to a manager. No manager on site, they said they are located in [redacted]. Do not believe that. I hung up on the supervisor who kept brushing me off. I said you guys let the installer who you pay, dictate if they want to do a job. That is nuts. The installer number is [redacted]. That is not the dispatch number as they have told me. That is who [redacted] spoke with also, not the local office, so they lied.Desired Settlement: They should not be in business with contract installers if they cannot control who works for them. That is bad business practice to come to a residence when no one is home. I want my full refund and the 4.5 hours that my roommate lost to come home for the installer from work.

Business

Response:

March 22, 2013

Review: We contracted with Hughesnet for services in July, 2013. We had service problems almost immediately and cancelled the service in August, 2013. The management agreed to cancel the contract and refund to our credit card. When they didn't do so, we filed a dispute with the credit card company. They finally refunded the money in Sept, 2013. Now in Oct, 2013 they have again billed our credit card for services. We no longer have an account with Hughesnet and do not authorize them to charge our credit card. We will contact the credit card company again but want these fraudulent charges to stop.Desired Settlement: Stop fraudulent charges to my credit card.

Business

Response:

December 2, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns about his account and seeking a refund for equipment charges.

Our Executive Customer Support reviewed all pertinent database records prior to establishing contact with **. [redacted]. After further review, **. [redacted] has returned his equipment; therefore, we have issued a refund of $105.60 and $316.80 to the credit card on file; bringing the total refund to $422.40.

We encourage **. [redacted] to drop the dispute with his financial institution.

We notified **. [redacted] of our decision on 12/02/2013.

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Since this complaint was made they continued taking money from my account. When they received this complaint, they immediately called me and credited the money back. I credit the Revdex.com for making this possible, thank you. As long as they do not attempt to take more money next month, I consider this matter resolved.

Regards,