Hughes Network Systems

Review: False advertising and changing of services without confirming.

when I called to receive Hughes Net Satellite Internet, they informed me that I would have 5gb of internet a day... then a month later they said it is only 5gb a month....and its $75 that is just ridiculous!!Desired Settlement: what is owed to the collections agency

Business

Response:

July 22, 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. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. Relative to [redacted]’s concerns, “Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” Regarding [redacted]’s request to cancel without penalty, please be advised that when Mr. Fairchild subscribed to the HughesNet Service, he expressly agreed that he would be subject to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the difficulties [redacted] has experienced with our service, we issued credit to the account or half of the early termination fee in the amount of $200.00. The remaining amount needs to be paid of $374.56 to bring the account to a $0.00. [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:

[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 manage several accounts with HughesNET for satellite internet service. The accounts include static IP addresses needed for our operations.

HughesNET continuously changes the assigned static IPs without warning, causing serious problems to the operations and communications of our business.

Attempts to correct the issue have always been difficult, taking at least the entire day, speaking to various people until someone knows how to fix the problem.

This time around their customer service has been inept beyond any reasonable measure and the last representative actually hung up on me.

So far total time spent on hold has been 4 hours and I have spoken to 13 different people, including a 3-party solutions provider (with the bill sponsored by HughesNET) who referred me back to HughesNET as they also identified as being the culprit to the problem..

The shortest wait time to speak to a level 1 tech rep is 10 minutes. They are either unable or unwilling to escalate the problem. According to them "there is no one in charge of networking". They are unable to provide any explanation or straight answers. They are -at best- incompetent.

There are no other available providers at the locations I manage, so I am stuck with HughesNET and depend on them for our operations and communications.Desired Settlement: I need to speak to a competent tech support person/group who can, at the very least, understand the terminology of the technology they are trying to support.

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. Dennis:

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 July 3, 2007.

Regarding **. [redacted]’s concerns, we have scheduled a call from our advanced technical support department to address his IP address issues. Once advanced technical support has taken **. [redacted]’s case, they will continue to work with him until the matter is resolved the best way that Hughes will be capable of doing so.

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: Initial installation was done very poorly, unprofessionally (fire hazard - I have pictures) and my landscaping was destroyed.

INITIAL INSTALLATION PROBLEMS HAVE NOT BEEN RESOLVED!!!! I emailed my problems over on 4/11/14 that the installation was done very poorly, unprofessional, and a fire hazard not to mention my landscaping was destroyed. I have pictures of the installation being zip tied to my water heater.. I received a phone call from customer service that the problems were going to be resolved and a discount would be given for the troubles , HOWEVER, no one has scheduled an appointment or shown up to fix the problems that were discussed and nothing has been applied to my account. I expected more from this company since I am a new customer and I assume your goal is to retain happy customers. At this rate, I can say the my experience with Hughes Net has been downright terrible, unprofessional, and I would NOT recommend this service to anyone. These problem needs to be fixed immediately and no one will handle the problem.Desired Settlement: I want a discounted service rate and the problem fixed immediately. I need interet at my home but I need this equipment moved before it starts a fire.

Business

Response:

June 11, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on April 9, 2014. Regarding **. [redacted]’s concern, the corporate office doesn’t manage damage claims; however we have contacted the distributor on his behalf. **. [redacted]’s damage claim was forwarded to the distributor that handles escalations resulting from damage claims and the distributor is in the process of getting an update from the installer. We spoke in detail to **. [redacted] and explained the damage claim process. The installer apparently informed her that an invoice should be submitted to Hughes for reimbursement. **. [redacted] was giving the contact information for the distributor in order to have her damage claim escalated to the dealer. As a courtesy we have issued a one month service credit in the amount of $39.99. The monthly rate is $49.99; however there is a service credit of $10.00 on the account for five 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, [redacted]Executive Customer Support[redacted][email protected]

Review: We were double billed for the same month and they refuse to refund the overpayment

We chose to use Hughes net for internet service on or about August 31, they charged my wife's debit card for their service then turned around and charged my card for the same bill. Now they refuse to refund my money to my account. They also brought out faulty equipment that has given us trouble every day requiring us to disconnect the modem and reconnect it, then have to wait for the thing to reboot. This really gets to be a big pain because the modem is not really easy to get to. So far there has been no effort by them to rectify this problem, and a problem it is when school is involved or anything else we may be doing that involves using the internet.Desired Settlement: I would like for them to return the money they took from my account asap. Also I'd like them to get us a working modem out here asap.

Business

Response:

September

30, 2013

Review: I moved in March and the only internet access in my area is satellite through HughesnetUnfortunately they have chosen to take advantage of this situation I have never been able to get real answers to any issue I have had and I have had more than my shareI sent this message today via [redacted] which is the last option I had trying to contact someone who would be able to help me
"I just requested a report of daily usage for last month and this month to compareTechnical support was unable to supply me with this basic information about MY accountI have had trouble with this company since the botched installationYou guys have a monopoly in the [redacted], NC area and you take full advantage of it
Letter I sent in February and received no response
On February 22, 2014, I called HugesNet to order internet service to my home, [redacted]., [redacted], [redacted], NCI am relocating from the DC area and was not familiar with satellite internetYour rep, after hearing my average use which is 8-hrs a day, felt the entertainment package would be sufficient and we scheduled the installation for February 25th
On February 24th I called [redacted] to let her know I would not have electricity until the following week and requested the installation be delayed a week which was not a problem[redacted] called about hours later and informed me the installer, [redacted] with Carolina Communications, could perform the installation without electricityI questioned both [redacted] and [redacted] when he called later how he could do that since both the modem and router needed power[redacted] said he had a piece of equipment and it wouldn't be a problemWe agreed to continue with the installation the next afternoon which was better for me since I was not yet in the house and stayed minutes awayI am also disabled and have trouble sleeping
At 9:on the morning of the installation, [redacted] called and woke meHe said he needed to change the time from afternoon to 11:that morningNeedless to say, I had to change my schedule for the entire dayI was almost to the house at 10:when [redacted] called againHe had a tractor trailer full of equipment to unload and would call me when he was donePlease keep in mind that this was February and I had no electricityI left early to be considerate to no availFinally at 1:he called again to let me know he would be here in minutes which he was
He was not the friendliest person and complained about his helper which I thought was very unprofessionalI continued to be polite and friendly despite his attitudeI sat in the car during the installation where I had been for 1/hours since it was the only source of heatI am estimating I used a quarter tank of gas and had to postpone all of my plans for another dayWhen he was done, [redacted] came out of the house and had me sign a paper stating he had been hereWhen I asked for the Network Key, he said that I would have to set that up myself when I had electricityIn reality he was unable to install the internet as promised and left me the responsibility of finishing the installation
I had the electricity turned on March 6th and connecting to the internet was my priority as I had not yet paid my monthly bills which I do onlineI spent over an hour trying to use the wireless connection finally giving up and calling Technical SupportI was connected to the Philippines and even after living in a diverse area such as DC for years, I could not understand the technicianThis in addition to the fact I should not have to waste my time on this installation created instant tension[redacted] put me through the same steps I had previously tried at least timesShe ran some tests to check the connection and after more than minutes requested I go to a page that did not require the internetOn that page I could see my usage stats and asked what that meantThe answer was unbelievable
Hughes is a satellite provider and therefore is allowed them to limit the amount of usage each month? Being the only choice in my area, Hughes is gouging their customersI would imagine you have to make the big money while you can since satellite will soon be obsoleteIt is a true shame that Hughes is permitted to limit bandwidth unlike cable providersYour customer service reps are very nice which helps hide the lack of information and obvious omission of the truth which would make sense when dealing with a monopoly
Your Frustrated Customer,
Acct #Desired Settlement: All I wanted was one reportNow since I have no trust in this company, I would like to see this every monthI don't think an itemization of my usage is too much to ask since I am being charged for usageIf it was a monthly charge, this would not be necessary
Business
Response:
June 6, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-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 serviceOur executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]Relative to [redacted]'s concerns, "Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed." While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]'s frustration and concernIn light of the difficulties [redacted] has experienced with our service, we have issued (10) tokens to her account to use at a future dateWe have performed diagnostics and we have not detected any issues with [redacted] siteWe would need for [redacted] to contact me at the number below for further troubleshooting to uncover any underlying issuesWe would like to also provide specific tools that will help [redacted] manage her downloadingWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationVery truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: On November 29, 2013 I went online and purchased Hughes Voice and Hughes Power Internet service. At check out it stated that my order was $369.92. However, when I called I was told my first bill would be 483.21 and I would receive a rebate after two months of having service. My checking account was billed for the amount and it had an additional $39.00 and $1.00 charge to the account besides the $483.21 charge. I was told this was to make sure my account was active. I was credited with the $39.00 and $1.00 charge in two days. When the installation person came he installed just the Satellite and not the phone service. Hughes explained to me I would receive a package to install the Hughes Voice myself. I have installed the Hughes Voice but have run into another issue. I have a dial tone. However, when I dial out I get a busy signal and when I dial my Hughes Voice number from a different phone my Hughes Voice responds with an automated voice mail.

I am disappointed with the charges and the service. Hughes is not clear with its charges and the service is constantly slow and is not reliable based on the five days of service I have had it for.Desired Settlement: I am seeking a company apology and a refund of the difference in charges from my checkout screen to what I was billed. Additionally, all charges should be displayed in a clear way on the website and whatever the checkout order states should be what the customer is charged for.

Business

Response:

December 18, 2013

**. [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 dated December 8, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted] in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the sale price on a purchase plan and rebates. **. [redacted] also reports some issues activating her Hughes Voice service.

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

Our records indicate that **. [redacted]’ account was activated on December 2, 2013. **. [redacted] had expected a sale price of $369.92, but then found it to be $483.21. The order is in the process of being investigated.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has issued credits for the difference in pricing, in the amount of $112.39 on December 10, 2013 to **. [redacted]’ Hughes account. Hughes will continue to monitor the performance of **. [redacted]’ service; we are committed to working with **. [redacted] to ensure she is satisfied with her HughesNet 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.

Sincerely,

Office of Executive Support

Review: Service details not fully disclosed at time of purchase

ordered service 2/2013 to begin 3/1/13 with 100 initial fee install and 1st month.

April and May 59.99+tax, then June >83 I called to complain about charge then they stated I had a limit and service agreement(i didn't know about it so how could I agree) and a lease payment. The technician who is not in the states stated because of the miss communication he would for 6 months return to 59.99 and I would receive a credit for June in July and my credit card would not be charged. 7/3 my card is debited for >83 again and when I call I now am told none of this was done and if I want paper billing it's 5/month extra. Call Conf # [redacted] is the supposed supervisor who states again that for next 6 months back down to 59.99 but he can't do anything about a credit. They talk about our agreement but I was not informed of all of these hidden issues that keep coming upDesired Settlement: honoring the 59.99 for the full 12 month agreement with credit to overages that have been charged

or terminating service with no penalty

Business

Response:

Review: I called the Customer service number listed on Hughesnet.com my call was answered by a lengthy automated voice message saying I had won a Caribbean cruise. It said if I didn't want to claim the prize to hold for a directory. Instead of a directory I got the same advertisement. When I pressed zero, I got a cruise company sales rep who could not connect me to Hughes support and told me I was rediected by Hughes because of a large volume of calls. This is either an outright scam or outrageously deceptive.

In addition, since the company has not yet received my payment yet, a "message" constantly pops up on alll of our computer screens while online telling me my payment is overdue. What an invasion of my privacy!

This is all totally unethical customer serviceDesired Settlement: Change these practices immediately and provide genuine customer service. Please reply to my complaint by mail.

Business

Response:

February 27, 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 not contacted **. [redacted] per request to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on October 8, 2013.

Regarding **. [redacted]’ concern of calling a number on the Hughes.com site, that site is generally for consumers that are not subscribed to Hughes’ service. There is a link on that site that says existing customers. By choosing that link, it will forward the customer to the customer care page where there is a contact number listed for billing and technical inquiries. We are not sure what number **. [redacted] dialed and we’re sorry that she encountered the wrong information. Hughes’ customer care site has been designed to be very user friendly and allow customers to receive an abundant amount of self-help.

For future purposes, the correct number to dial for customer support is ###-###-####. In addition our records indicate that **. [redacted]’ account currently has a credit balance.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: Internet service not working properly. When we try to load a web page says web page not available. Called repeatedly since February 2013.company insist that my equipment is defective. We have tried service on sever different devices. They insists not their device. They transferred me to a technical support service in New York. (We are in Florida) this company said the would fix for a fee of 99.99 for one year or 9.99 per month. I have taken two different lap tops and two different Kindels to other locations where they all work properly. I have been told that it is my router. That I have corrupt files. Internet services works from about two am till noon, then quits. I do not believe it is any of my products. They will not even send a repair technician out to my home. I am paying monthly for a product and service that does not work.Desired Settlement: I would like my Internet repaired and also a refund or discount for the months that service did not work.

Business

Response:

July 15, 2013

Review: I received advertisement in mail I thought was from Hughes, this was A 3rd party that charged me$49.00 to sign me up.Service was to be $49.95 A month. I have been charged $170.84 on 9-24-12,$60.39 on 9-28-12,$71.20 on 11-25-12,$319.88 on 11-09-12.Have not had service from 2-04-13.Will not let me on site says my e mail add. is no good,Have called different times of day & different days at least 22 times. Could not get hold of anyone to straighten the problems out.I received a voice mail 3-2-13 to call 1-866-347-3292 about my account.Called right back held for 18 minutes, no one answered.Same for 3-4-13 & 3-6-13& 3-11-13.Received letter 2-8-13 that said I owed $31.69. Sent A letter back 2-15-13 stating all my problems, no response. 3-15-13 Someone called and I explanted all that had happened, he said he would transfer me to another dept. he hung up on me. I called right back & held 18 minutes on one ever answered.I gave up not knowing any thing else to do.

Product_Or_Service: internet service

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

Call off collection co. Pick there equipment up & not turn me into the credit agency.They are trying to charge me $735.17. I have spent several hours trying to get this straightened out. I should not owe them anything.They should owe me.

Business

Response:

April 17, 2013

Review: Hughesnet advised me that I was going to be getting a fast internet service if I switched. However, after the technician finished the install I could notget on the internet so he said I needed to go get a router. I did so but it did not help. AFter exchanging 3 different routers I called again to advise them that I still could not get on the internet. I stayed up most of the night but eventually gave up and went to bed at about 3am. The next day, I called to cancel the service and was advised that they would be refunding the money after much back and forth with the representative who was trying to charge me for the whole month for only 12 hours of service that DID NOT WORK. Nevertheless, I never received my money back even though he promised that I will receive it back in 3-5 days. This month (2 months later) there is a charge for 262 on my account. I called for 3 days trying to get transfered to the billing department.. Eventually I talked to a representative [redacted] but it seemed like we were talking about the same thing over and over again. After one hour of multiple holds and no progress she eventually says I needed to call UPS to track my package. We both call and talked to the UPS rep who said that Hughesnet should have that information but I go into another hold. They have the equipment, my money, and have cost me more than 4 hours on the phone so far but I am getting nowhere.Desired Settlement: My Money, An Apology

Business

Response:

December 12, 2013

**. [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 dated August 20, 2012, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on September 10, 2013.

Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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

Review: Approximately 1 February I requested an upgrade of my internet service. On 18 February I discovered that I had been overcharged.

Since the payment was made automatically and caused two charges of $30 being made for overdraws.

I immediately contacted HughesNet and have received nothing but promises to "take care of it" since. I feel that a month is far too long to fix a simple overcharge, and that I am being ignored in the hope that I will simply go away.Desired Settlement: I would like them to refund the overpayment and $60 for the overdraw payments.

Business

Response:

March 29, 2013

Review: UNAUTHORIZED CHARGES OF $229.49 PLUS THE SERVICE WOULDN'T WORK AS PROMISED CHARGES WAS WAIVED TO KEEP US FROM LEAVING FOR NEW COMPANY.

I was ending my service with Hughes net after almost 2 years when I received a call from a woman named [redacted] wanting to talk me into staying with Hughes net when

I told her we had the opportunity for a better service here my son could play games online and she said we have that with the new gen4. I said yes I called when I heard about it and was told it would be a $200.00 upgrade so I said no the new service I was going to get was going to be 69.95. So she told me the would waive all fees and charges except for $49.95 and I would receive a $50.00 rebate making the upgrade cost $00.OK I agreed they came out did the upgrade. My son can not do online gaming at all as we was promised..AND THEN YESTERDAY THEY TOOK $229.49 OUT OF MY ACCOUNT FOR INSTALLATION FEES.I was on the phone with them all day and all they would agree to refund in $100.00 that was to immediately to be returned to my bank which I haven't received yet but I'm aware it could take a few days. As soon as I get the $100 I am canceling and asking them to come get all of there equipment and satellite. They sold me a product that does do what they promised it would and ripped me off for $229.49.If I could I would go On TV warning people about Hughes NetDesired Settlement: $229.49

Business

Response:

Review: Service Issues, Contractual agreement issues, Customer Service Issues, Billing Issues. This has been the worst company I have ever dealt with in my entire life. The first month with them was okay. The service was internet and yes it was fast however we could only afford 15gs per month. With this said we went through the 15gs of data before our month was up but certainly not in a week. The start date of our service with them was June 19th. On July 19th (which would be with in the first 30 days of service) I noticed that hughesnet's status meter said we had already used 8gs of 15gs allotment in one day. I called to say this was impossible as we had not used the internet much that day. We had not streamed movies, music or anything from the internet that would cause such huge data to be used. They then said it was incorrect and they would add 5gs back to our allotment and additional 3gs to our tokens. Tokens are additional data you can purchase if you go over your allotment. This seemed acceptable. On July 21st I had seen no change in what I expected to see. I only saw more and more data being ate away. The second representative on the phone at time said a bunch of things that didnt add up to what the first representative said during the first phone call on July 19. I said to the second representative that the other representative promised to add 5gs back to our allotment but instead of doing that the second representative just added 2 tokens to our data. On Saturday July 26 I noticed that every single bit of our data allotment had been used. This was outrageous no one had been home to use the internet, our automatic downloads turned off, our streaming movies canceled, my boyfriends computer in airplane mode and every other device not even turned on or using wifi. I then called again on monday July 28th because I was so steaming mad I couldn't bare to make yet another phone call on this impossibility any sooner. I know internet and I know how much data certain things use and there is no stinking way we used that data, NO WAY. At any rate, I went through all the same questions over and over repeating myself to now a third representative that we havent been watching movies online, I hadn't been watching videos, I kept repeating the information I kept repeating no one had been using the internet except for very little browsing. I can compare browsing usage with any other device such as my tablet that goes on sprint mobile network and 1g of browsing I use a month so how is it possible that this hughsnet is saying we used 15 in less then a week? One hour later and I'm still on the phone with the third representative said the same thing the last two said before her " turn the router off and unplug the modem from the computer". To no avail the same issue. As a matter of fact they tried to tell me that data use wasn't necessarily reflected in real time. Whats the point of a status meter if it's not real time? Then what happens this very same day? The tokens at the beginning of the day were at 4.1 then later on the day and i've been on the phone with them all day and its all of a sudden down to 2.2. So is it real time or is it not? Now im being lied to. I called back to cancel which took 30 minutes or longer and much me repeating the problems I said I have been having over and over. The lady kept trying to resolve the issue and then she says well sometimes it takes 24 hours I said I have been trying to deal with this since July 19th its the 28th. SO now they say on the phone call that I owe them $400 for breaking contract after the 30days. I had been calling about this issue exactly since the 30 day mark and I think this is absurd. WE were forced into buying into this company believing we had no other choice and now a $400 fee when they certainly did provide service that was anywhere near a service at all. Heres the facts we turned devices off wifi except my computer. We turned all automatic updating on our devices just in case. We DID not I repeat did not stream any movies from any online tv services. We did not watch videos on youtube. My boyfried was actually using his cellphone to use his mobile data to his computer because of this data issue NOW this is costing us EVEN more unreasonable money because our internet isnt working the way it should. Our boys do have an xbox but we never set it up on wifi. My daughters and my tablets are on sprint mobile networks so we used that for internet and I never set my daughters tablet on wifi either. I have had my phone on wifi and my tablet and again I DID not watch movies or tv or you tube. I browsed recipes not on video, amazon, facebook,and various other websites for information not movies or tv or music. I wasn't on any website all day I constantly closed apps and browsers. There is no way we went through that much data. We can't use this service, they didnt provide the service as they said. Our router is wifi protected so no one else could have been using it not to mention our closest neighbor would even be too far.

This is outrageous and they have cause more financial problems by us resorting to use so much more of our other devices for internet requiring us to pay our mobile companies more money. This has caused serious stress in my life to the point my heart was racing and my head aching with my neck stiffing. A company shouldnt cause you so much stress that its causing you physical problems when your are asking and willing to pay for a service that is properly, well, served and this was not.Desired Settlement: We called on the exact 30 days with in cancellation and with no resolution of our issue with in 9 days of the problem we decided it to be cancelled. I believe there is something fishy to have the first 29 days be okay and boom it not. $400 is outrageous especially since we tried ever so hardly to get this fixed. We shouldn't owe them the $400 they are asking. I would have called in 37 days if hadnt been so upset and angry so it turned to be in 39 days we requested cancellation and them asking for $400.00. I would like all money we have paid to them to be returned. I ask that we shouldnt have to pay for our second month of service as we didnt use it nearly to the extent that we should have been allowed, and that they absolutely do not ask for $400.00 as we hardly went over the the 30 day cancellation. I also never received any contract in writing to sign and installation paper says nothing about $400.00.

Business

Response:

August 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 care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. Please be advised 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 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. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. In light of the difficulties [redacted] has experienced with our service, Hughes can waive half of the early termination fee. Unfortunately, we will be unable to issue any additional credits to the account. [redacted] would need to ship back the equipment within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly for cancellation of the account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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: Hughes Net said they would debt our checking account for $40.00 to verify our bank debt card. They said the money would be returned in 3 business days. The money was debited on June 9th and has not been returned. We signed up for Hughes Net on June 9th. My husband discovered what little usage we would have and cancelled it on June 12th. We have made 2 attempts to get our money back. Every rep working for their company says that they don't handle releasing the money back.

06/09/2013 PA-HNS*HUGHESNET (39.00)

06/09/2013 PA-HNS*HUGHESNET (1.00)Desired Settlement: I want my money back. I want interest included if it is not returned in 14 days.

Business

Response:

June 21, 2013

Review: Comapny, including 3rd party installation service did not disclose we were signing contract at install nor that we couldn't do online gaming

We recently moved to [redacted] at the end of July 2013. We contacted Hughes Net based off of their commercials we had seen regarding internet services in rural areas. My husband spoke with a representative and scheduled for the service to be installed. At no point during the initial call nor the install did ANYONE explain that we were signing a 2 year service agreement. The only thing the installer described in any kind of detail on the paperwork was we had to sign for him to drill a hole in our exterior wall to run cabeling for the satellite dish to be installed. Secondly, no one discussed with us that our internet is based off of consumption. Our bill fluctuates and we were not aware that would be the case, and no other options were given.

Thirdly, besides our internet service being mediocre since installed, we just found out recently, that we cannot do any gaming online. We have been trying to figure out our gaming systems would not allow us to play online. It wasn't until we did our own research that we found out why. When we called to have our service cancelled, that's when the ball was dropped that we had signed a 24 month agreement and we would have to pay $370 to terminate. On top of that, the first representative at Hughes Net was rude and borderline unprofessional. She stated that we had a 30 day trial period, why are we just now bringing up these problems??!! We had just moved into a new house, in a new town and state. We didn't have a ton of time, nor opportunity to spend "testing" our internet service within that 30 day period.

The entire experience with this company has been shady, and dishonest. We are very unhappy consumers and just want this "contract" we signed that was never mentioned during scheduling nor installation, cancelled so that we can find better service elsewhere.Desired Settlement: We want our internet service cancelled immediately, any termination fees, etc. waived, and all of the company's equipment removed and picked up from our property.

Business

Response:

December 9, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted] And [redacted]

File# [redacted]

Dear **. [redacted]:

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

Unfortunately, we are unable to locate the [redacted]’ account based on the information provided in the complaint.

The [redacted] may contact me at the number below with the phone number or account number associated. We are committed to reach a resolution.

We sincerely regret any inconvenience that the [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 needed wireless service for my smart tv to be able to watch streamingmovies on [redacted]. I shopped around and contacted hughes net. Theyassured me their service was fast enough to handle my needs so I toldthem to install. That was conditional on hughes net to invoice bill meand specifically not to automatically deduct money from my checking account. That was 3/11/2014. They installed on 3/12/2014 and they required me to pay for my wireless router out of my own pocket.(I paid$50.00 cash, no checks please) to the installer. I had so many receptionproblems that by 3/17/2014, I got fed up and cancelled my service. Theycut off my internet immediately, which I expected, but I got my bankstatement today 4/14/2014 and saw a deduction for a whole month service which wastaken on 3/12/2014. According to the agreement, they were going to invoiceme and they never notified me that they took the money out of my account.Every bit of my complaint is verifiable and am seeking legal advise.

Product_Or_Service: wireless internet

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

I am perfectly willing to pay for the 6 days I had wireless service, butthe difference between 6 days service and the 30 day they took from me plus any costs incurred due to nonsufficient fund fees or any additional costsI need to spend to settle this dispute I want refunded to me.

Business

Response:

May 20, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] Dear [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service. [redacted] is seeking a refund after cancellation request. After further review, based on the timeframe [redacted] cancelled his service; Hughes will issue a check of $57.00 to the address on file. The check should arrive in (4) to (6) weeks. 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 any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: On 11/15/12 I emailed HughesNet using the contact section of their website to cancel my service and notify them that I had moved. I never got a response. A few weeks later I recieved a bill and called and when I told them I was calling to cancel they transferred me and nobody ever answered. I called and emailed once a week through January and finally got somebody to cancel my service, but transferred me to the never answer dept. when I told them that it was supposed to be done on 11/15/13. I recieved the shipping material to return the part of dish that needed to be returned, but due to snow I was unable to get to the dish safely until the beginning of May 2013 and I returned it on 5/7/13 using the UPS box that they sent me. I just recieved a generalbill at my old address for $418.14, it isn't detailed and I have no clue what the money is due for.Desired Settlement: I will gladly pay for the service up until 11/15/13 when I originally cancelled the service along with the $18 fee they charge for the return shipping of the dish parts

Business

Response:

June 20, 2013

Review: The satellite internet service provided by this company is extremely slow, to the point where web pages time out and will not load. The service is unusable. We have contacted the company repeatedly, who claims there is nothing wrong "on their end" with our service. As was recommended by the customer service rep, we purchased a new high-end router, which has made no difference. Every time I call the customer service representative suggests that our router is the problem. Resetting the router has made no difference in the service. We moved in May, and the technician they sent to set up the system in our new home agreed that our service was terrible and said there is nothing wrong on our end, the company probably have some numbers entered wrong and they would have to send another technician out. The next technician that was sent out adjusted the satellite which seemed to help for a week, but now the service is worse than ever. We are unable to access the internet in our home. The last technician has suggested that we probably need a new dish, however he did not have one with him and has failed to return to fix the problem. I spoke to the billing department in June about our issues, and they told me I would recieve a full credit for the month of May which did not occur. We have still been billed for every month since, despite my complaints and conversations with their customer service and billing department. In the midst of this, the company ended one of our discounts so our bill actually went up by $10/month. My husband spoke to the customer service rep today who claimed we are "over our data limit" which is why our internet is slow, but this does not make sense because we have not been able to use the internet.

We are in a year long contract with this company, which will cost several hundred dollars to terminate early.Desired Settlement: I would like the internet fixed so that it is USABLE, or I would like to terminate the service without any fees. I would also like a full refund for the months of May and June, and if we continue the service I would like an extension of the original discount we recieved.

Business

Response:

August 7, 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 Ms. Hayter as a customer and we wish to retain her business. In light of the difficulties [redacted] encountered with our service, we have issued a one-month service credit to her account in the amount of $71.33. Furthermore, Hughes has created a complimentary field service dispatch to thoroughly evaluate [redacted]’s system components in hopes of meeting her internet service expectations. [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: First and foremost we started services with them and nothing was explained properly. The technician came and connected or services with a family member accompanying him and didn't explain the services to us at all. When we called to complain nothing was done. We then disconnected our services because nothing was explained and for poor services. Now we're being asked to return a satellite radio that is attached to our roof. The equipment that needed to be returned to us was never explained. The service representative told us the instructions would be in the box and to follow the instructions or we would be charged for not returning equipment. Now we have to risk our lives by climbing to our roof to return something we weren't made aware of. When asked if a technician could be sent to disconnect equipment we were told a fee would be charged because we were already aware of what needed to be returned. I tried to explain we were never informed. Overall their services is horrible as they clearly just sale services and don't explain anything about the services or what to expect.Desired Settlement: I would just like for them to come pick up the satellite radio with no charge. Considering none of the expected outcome was explained to us.

Business

Response:

December 5, 2013

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 and is seeking a refund of the unreturned equipment fee.

A technician arrived on site to successfully de-install **. [redacted]’ equipment.

We have verified receipt of **. [redacted]’ equipment and issued a $324.00 refund to her credit card on file; representing the unreturned

equipment fee.

We left a message with **. [redacted] on 12/05/2013 and we are awaiting a return call for any additional questions.

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

Thank you very much for your consideration.

Very truly yours,