Hughes Network Systems

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: 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: moved into an area where we had no choice but to install Hughes Net. Sometimes it worked - sometimes it didn't.

New equipment installed, promises of speed, 3 minutes to load a simple [redacted] window.Intermittent connectivity CONSISTENTLY,Second New Modem [redacted] and still the same issue.Have phoned at least 35 times and nothing resolves the issue for more that 24 hours,been transferred around from person to person to troubleshoot the issue with no resolve. had only nominal credits promised and still no dependable service.Use internet for both college & work and have not been able to do much of either having to drive 23 miles each way to use a public internet cafe. My income has suffered, my course work has suffered and while the nominal credits are "promised" they do not replace all I am loosing by having what was to be, "high-speed satellite Internet gives you faster speeds and greater download capacity so you can enjoy more of what you love to do online. Watch videos. Download music. Share photos. Shop, learn, chat, browse, and so much more!"NONE of this has happened since I have been a customer, service Tech came looked at it said that he does not get paid for calls where he installed that he has to "eat it" on these return calls to repair issues and left out the door while saying that he KNOW it is a bad "Radio" but I am to "watch it" for 7 days and IF it is still an issue call him and he would replace. Been calling texting him- nothing... Customer service say they do all they can but still on again off again internet and 3 minute window loads. I have spent the equivalent of 1 work week (hours wise) on calls to Hughes Net with no resolution.It is frustrating that no one is coming up with a solution. I went through ALL the troubleshooting processes they have and STILL nothing. I asked to have the Tech come back and replace the Radio that HE said was this issue and they refused. I feel lied to, cheated, and just want what they advertise WITHOUT exception or excuses.Desired Settlement: I want total and complete credit for everyday I have been a customer x2 (times two, or double the amount of credit for each day) Refunded my charge for Installation $89 ~ I NEED and want the ~ "high-speed satellite Internet gives you faster speeds and greater download capacity so you can enjoy more of what you love to do online. Watch videos. Download music. Share photos. Shop, learn, chat, browse, and so much more!" after this gesture and resolve I will consider this matter closed and would be

Business

Response:

April 21, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# 9990523 Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking increased browsing speeds and a credit to his account. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.” After further review, we have issued several credits to **. [redacted]’s account. There is a current credit on the account of $261.79. In addition, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. In order to identify the parameters **. [redacted]’s account is performing; he would need to take updated speed test and web responsive test to fully evaluate the parameters at which his service is operating. **. [redacted] would need to contact me directly for any additional assistance. We left a message for **. [redacted] on 4/21/2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] Executive Customer Care ###-###-#### [email protected]

Review: I have been trying to get phone service from hughes net for 4 months,that they wanted me to do.

in the 4 months they did not get my phone portal over. I did not use the phone,iwas still paying my old carrier a phone bill.hughes net was charing me for phone service,I was not using.and charging me for phone box. I have made 6 call to them to try to fix the problem. and was told they will fix it.so I told them I was not going thur that any longer. iwanted my money back,they agreeded.I got my bill there was no credits and they say I owe them a cancellation fee also. isent back the box ,I havethe post office tracking ,theyhave it back.Desired Settlement: I want the $75.00 for the returned box

$75.00 phone charged returned

$110.00 early cancel fee returned

$180.00 for my time at 6 phone call atalmost 1 hour each refunded

for a total of $620.00

thanks

Business

Response:

April 30, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10002012 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 VoIP service was ordered on January 24, 2014. On April 3, 2014, **. [redacted]’s VoIP service was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $110.00. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $282.59 to his account bringing it to a $0.00. As a result, **. [redacted]’s internet service should be operational in the next 24 hours. We informed **. [redacted] of our decision on April 30, 2014. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: I ordered their service for my law study. I was told they have a 30 day money back guarantee if I was not satisfied. I am not satisfied and cancelled prior to the 30 day and they will not refund me.Desired Settlement: I didn't pass their requirements for credit approval due to my student loans, so I had to put $300 up front and I want paid back for it and compensation for my trouble. The tech didn't even use new equipment. He unhooked my parents cable from their satellite to hook up mine and they have been very upset with me and without TV for almost a month that they pay $125.00 a month for. I thought Hughes was better than this. I have 70 students in my law class and most are asking how I like the new service. Right now, I just tell them it's good. The debit card of mine is on file, I want the refund ASAP. Through the University we communicate with the FTC all the time. I don't want my experience to make you look bad, so please put the $300 plus what ever you think is fair for my trouble on my debit card you have on file and write me at the email address you have on file for me when the deposit has been made. Thank You

Business

Response:

April 30, 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 service was activated on February 28, 2014. Regarding **. [redacted]’s request to be credited for his purchased equipment, **. [redacted] was actually an instant of credit of $200.00 when the service was installed and the cost of the equipment is $199.99. The $292.67 that **. [redacted] paid was for installation at $199.99, the first month of service in the amount of $79.99 and taxes. Installation costs are non-refundable as described in the subscriber agreement and the instant credit offset the cost of the equipment. There is no protocol in the install guidelines that says pre-existing cables can’t be used, however if the installer disconnected another service during the install it must be escalated to the distributor to be resolved. We will be happy to contact the distributor on **. [redacted]’s behalf to initiate the escalation if the problem still persists. In light of the difficulties **. [redacted] experienced with our service, we have issued a one month service credit in the amount of $79.99 to his 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. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Why would you charge me for equipment and installation when I am not happy with the service and that "is" part of getting service with you. (HughesNet)Your salesperson said, when I had to come up with the $297.00 deposit for equipment in installation, "try it for 30 days, if you are not satisfied you will not be committed to the 24 months agreement." I said, will I get the money I put up front back if I am not happy with the service, he said yes, but it would cost him $150.00 in commission. I don't want a credit on the account, I want a total refund for a service that did not work for me. The credit card you currently have on file for me is accurate. If you want to be the way you are, at least put the one months refund/credit back on my card since it came out of my disability check.

Regards,

Business

Response:

May 5, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Regarding **. [redacted]’s latest concern, the cost of installation directly involves the cost to professionally install the equipment as opposed to whether or not the customer is happy with the service. We certainly strive to insure that we are delivering a product that operates that way we say it should and the customer’s happiness is important. Unfortunately, if the installation was signed off on as completed successfully, per the subscriber agreement that portion is non-refundable. Please be advised that at the time we issued the complimentary one month credit in the amount of $79.99 there was a balance of $137.99. A refund can only be generated to the card on file if there is 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, [redacted]Executive Customer Support###-###-####[email protected]

Review: I recently wrote to you about my initial complaint with Hughes Net. The company did decide to drop the fees, but they wanted it under certain circu**tances such as us calling them when I thought having you folks as a third party would be better for all involved. This is in regards to:

complaint ID: [redacted]

Complaint Type: Business Complaint

Date Filed: 3/12/2014 1:58 PM

Dispute Center: Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC)

1411 K St. NW, 10th Floor

Washington, DC 20005-3404

Email: Web: www.myRevdex.com.org

When I responded to your question of if I do accept or not, I had no choice but to accept, however, I wrote a note in with it and I don't believe anyone read it because the case closed and I never received a reply. Here is what I wrote:

We have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to us. We would like to make sure that Hughesnet has the correct address to ship the prepaid label and box to us. Can you please make sure they have the [redacted], MT [redacted]. Also, it states that they want us to contact them with the preferred cancellation date and we feel that it would be in everyone's best interest if you could remain the third party and you can tell them that the cancellation date should have been the first of February when we started our initial tries to contact them. It would be when our account balance was $0 and paid in full. We have the equipment sitting here to send back and will ship it immediately upon receiving the box and prepaid label. We just ask that the account be in good standing and balance is $0.

ONE LAST THING: We just received another e-mail dated today, 4/13/2014 stating that our bill has been generated. That means they have NOT fixed the issue and have let it slide. At this point since I accepted their offer of having no fees of any kind then our account should be closed down with a $0 balance and that is that. WHY IS IT NOT? WHAT DO I HAVE TO DO NOW?Desired Settlement: To have the company properly complete what they stated they would do under the above complaint ID [redacted]. That means refund back any and all fees since our last paid in full statement in early February and close our account down with a $0 (zero) balance. I would also like to have proof that that has been done. I also would like for the Revdex.com to make the contact to them to ship us the box with label so that I can mail this equipment back to them.

Thank you kindly,

Business

Response:

May 4, 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 additional 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. After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days. **. [redacted] would need to contact me once the equipment has been mailed back to adjust the additional fee on 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have asked on several occasions that I do not have to call Hughesnet directly. I HAVE TRIED THAT SINCE I HAVE CONTACTED THE Revdex.com. You know what. You try and call that number. You get put on hold for who knows how long and then you get someone who DOESN'T EVEN KNOW what is going on. They tell me that it is NOT TRUE and that I need to pay a bill. They have NO IDEA that the Revdex.com is involved.And secondly, I am waiting for this "box" to appear at the right address. I have the equipment stated which is the box and the two cables. That is what Hughesnet told us to grab when we moved. So I need to make sure that is all that is needed. There should be nothing else since they told us to leave the dish and all the cords and stuff alone on it. They told us only the box inside with the cables which are the plug in one and the one between the box and the wi-fi. I want to make sure that this is the same understanding being that we have moved over 500 miles away and that the dish is probably still sitting in a wheat field in North Dakota which used to be a man camp. When I receive this "box" and I get the same answer from you folks as I have before about only the box and two cables and then a zero balance. Then I will agree completely.I also want to know when you folks are done creating invoices for us and when you are going TO STOP MAKING PHONE CALLS SO MANY TIMES A DAY TO US. I have my [redacted] bills for proof and you still try and call me a minimum of three times a day. That is harassment and you need to tell ALL of your departments what is going on so they are all on board. I would like to make sure my credit reports are clean and good and not been VIOLATED from this company as I have been. You have sent stuff to [redacted] and to myself and to 3 different addresses that aren't even ours. So what is going on???? Your company makes absolutely NO SENSE to us. Regards,

Business

Response:

May 12, 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 additional concerns regarding her HughesNet service. After further review, the account has been cancelled dated back to the original request as of 2/24/2014 and the early termination fee has been waived. There is a remaining balance of $304.39 which is the unreturned equipment fee. In addition, we have resent the box to the new address which should arrive in 5 to 7 business days. We spoke to **. [redacted] on 5/12/2014 and she has confirmed arrival of the box. In addition, based on the issues with returning the outdoor unit (radio); Hughes has instructed **. [redacted] to just return the modem and power supply cord. Once we receive the remaining items the balance of $304.39 will be waived, bringing the amount due to $0.00. We notified **. [redacted] of our decision on 05/12/2014 and she may contact me with any additional questions. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted] 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: 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: 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: This case is to stipulate that HughesNet did mislead Plaintiff in an effort to finalize a sale, and that Plaintiff having caught the error(s) did cancel service in under 24hours of Service commencement, and that although Hughesnet did agree to refund all monies (as contained in chat and voice transcripts/recordings), promised refund was not received in full.

To more fully understand that the aforementioned claim need not take either side of the argument, Simply listen to the Voice recordings which can be inspected here:

(Obfuscation of information should be considered an unnecessary evil; apparently Revdex.com does not allow links in their normal formatting so please cut/copy/paste the following into your browser without spaces and press enter. The link will take you to a [redacted]Desired Settlement: The desired outcome is the original agreement, that refund be in full. It is not my fault that the error of first informing me that their service would work with our needs (mainly voip), but also the delay in this refund due to HughesNet representatives inappropriately stating I should wait for a prepaid shipping label and box in which to send their hardware back was deceptively not the case (we incurred an additional loss in the $20.00+ shipping charge and more.

Although our Letter of Intent has been completed this date for filing in our State Court, it is in an effort to exhaust all administrative remedies first, hence our Revdex.com filing.

Business

Response:

June 24, 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 dated to the Executive Customer Support division of Hughes, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service and is seeking a full refund after cancellation. “If you cancel your order before installation, you will be refunded the amount that was collected at the time of order.” After further review, **. [redacted] cancelled his account after installation; therefore the installation fee went to the technician for his labor. However, we have requested a recorded call from our customer support team to identify what transpired during the sales call pertaining to the installation fee. Hughes should receive the call in approximately (2) weeks for review. We will notify **. [redacted] once we have received the results of our decision. **. [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: 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: 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]

I purchased Hughes Net for my internet service, it has been very slow. The customer care and service have been even more frustrating. They have requested to do reviews and service checks every time I call, these checks usually take a couple of hours while I sit on the phone in front of my computer responding to their questions. I have had a tech come out and install a complete new system because they couldn't find any thing specifically wrong and so in an attempt to correct problem the whole system was replaced without improving internet speed. In fact it was worse after a couple of days that they were supposed to be auditing signal and improving it. I've been told they would elevate the issue and a manager, high level tech would be calling, first one William said he would stay in contact and make sure problem was corrected. The phone number he gave me went to a office recording requiring a last name to find an extension, I was not given a last name. Following phone calls have resulted in only more frustration and apologies from phone operators and still no help. All the time my credit card has been charged a monthly fee even though I've repeatedly complained and requested help. I am currently waiting for a call from a manager after calling back after waiting 6 days from last camplaint when I was told a manager would be calling within 48 hours. No one seems to know William.

I terminated my service with Hughesnet after many false charges made to my account, on August 14, 2015. I was informed that I had a zero remaining balance, and received the receipt confirmation that they had received their equipment in September of 2015. Today I received an email that they are trying to charge me for services in October, $321, that they were attempting to withdraw the money from my account (I blocked them after fraudulent charges that they didn't refund to my bank account even though they said they would in June). After I called, I was transferred to three different representatives, who told me that all of their supervisors were in an emergency meeting and that there was no one to transfer me to. I had to disconnect the call, and call to another representative, who informed me that there is no such meeting. The supervisor that I spoke with is now informing that I was misinformed on what is required to be returned equipment, and that I will need to climb on the roof of a home in another state, 8 hours away to send it back to them, or to pay them $100 to send a technician to come remove it. Failure to communicate on their part, shouldn't result in a charge on mine. To sum it up, even if this is your only resort for internet, run screaming in the other direction.

Review: My husband and I live in the country. We decided to try out Hughesnet since it always offers fast internet for those that live do not live in town…. I should have known something was up when it took almost 2 months for the installer to come out and install the equipment. After filing a complaint about that the installers, appointment setter calls me to say she is sorry and will look into it...I never heard back. One of the other reasons I chose Hughesnet is according to their website they offer free installation should you need to move. Well we did end of moving recently and so I called twice to confirm that the service would be moved for free and that we did not need to grab the dish, just our modem equipment. Well the installer shows up today and tells my husband that the installation is going to be $200 and if we do not go get the dish ourselves he is going to charge us for that as well….My husband called me to confirm. I chatted in to Hughesnet, thinking this installer must be ripping us off, just so I could find out that yes the installer can charge you their own fee of up to $200. Telling the chat person I was going to cancel they referred me to a phone number for Hughesnet account services where I could get free installation. Upon calling that person they said the best they could do was credit my account for $125 and I would just have to pay $75…..I want to cancel my service. The customer service has been awful. I work from home and the internet speed is nowhere near satisfactory. I am not a gamer, I answer emails and surf the internet. And now on top of it all I have to pay $200 out of pocket to have my “Free moving installation” taken care of or I can pay $385 to cancel the service all together.

FYI- I am going to not only call the Revdex.com to report this, I will be writing a letter to your President, blasting this out on every social media outlet I can find and telling everyone I know. No, giving me a truly free installation at this point will not get me to stay. I want no part of a company that provides this low level of service to their customers. I want out of my contract and after what we have experienced, I think that should be 100% honored free of charge.Desired Settlement: I wish to be let out of my agreement at no charge. I am extremely dissatified with how this has gone and will let everyone I know or am remotely associated with know about so they do not have to experience the same burden. I will promptly return the equipment to the installer as I know this is part of the agreement, I just want out.

Business

Response:

March 25, 2013

Review: I Had Hughes net Internet Services. They have been cancelled Because I could not access the internet. I called and called they said that there was a fee for them to come out to service their equipment. I told them that I was am not paying for them to come out a maintain their equipment. The Pole has started leaning and causing signal loss. Which Means very slow internet. A representative told me they would come out and repair the service for free. I waited and Waited and waited but received no phone calls for repair. I called another internet provider and they came out the next day and installed the service for me.Desired Settlement: early termination fees waved. They failed in providing service to me. I feel as I do not owe them any early termination fee.

Business

Response:

October 11, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear [redacted]:

In

response to your letter to the Executive Customer Care division of Hughes, it

is our understanding that **. [redacted] has some concerns regarding his

HughesNet service.

Please

be advised when **. [redacted] subscribed to the HughesNet Service, he expressly

agreed that he would be subject to a hardware termination fee in the event he

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.

After

further review, Hughes has waived the early termination fee, bringing the amount

due to $0.00. **. [redacted]

needs to return the equipment within 45 days of the

cancellation date to avoid an unreturned equipment fee. A box is currently on

route to **. [redacted] for the successful return of his equipment.

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]

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 wish to Thank Everyone that Has helped on this issue. The reason I cancelled is because Hughesnet was telling me everything was fine but I could not connect to the internet. I was happy with hughesnet, But like I always say If you cant provide me with the service I signed up for why keep you. We need to have laws that protect the public from early termination fees. We should not have to sign a 2 year contract. When we sign up for your service, you provide the service that you advertise or we will find a company who can. My current Internet company is great. So Far....

Review: I received an advertisement for Hughes Net internet service. I called to inquire about the prices for internet service. I switched my internet to Hughes Net. The first 30 days the satellite internet worked great. The next month and a half the service would range from great to extremely poor. I called up to complain about the service . They told me that I exceeded my data usage. I asked the guy data what data? What are you talking about data. The man went on to tell me that I have 10gb of data that I can use per month. I told him I had no idea what he was talking about and that I wanted to speak with a supervisor. He transferred me and we were disconnected. I called back and had to tell the lady everything again and asked please transfer me to a supervisor because I want to cancel my internet and that I was not paying the early disconnect fee. After being to another man that was just trying to up sell me and 45 mins on the phone I was able to get to a supervisor. I explained to the lady that I was extremely unhappy with there service and that I was misinformed about their internet service. All she kept telling me was that it was on their web site which I had already told her I have not been on their site and that I heard of them because I got an advertisement flyer in the mail. She kept insisting that it is on the web site and I told her again I was not on the web site when I chose to go with Hughes Net. The man that I talked to never told me that I would have 10 gb of data. I told her that if I had known that I would have never switched. I told her that I wanted to cancel and that I was not paying the disconnect fee she informed me that it would me $400 but would discount it to $385. Then she told me that she could upgrade my data and give me a $20 discount so that it would not cost me anymore money for 1 year. I did agree to have her upgrade my account so that my daughter and I would be able to complete school work. I could not even watch lectures online without the lecture being interrupted. I am still very unhappy and upset that I was misinformed about their service and want to cancel my internet with them. I feel I should not have to pay the disconnect fee due to the fact they misrepresented the internet service.Desired Settlement: I want my internet contract with them cancelled and not to pay the disconnect fee.

Consumer

Response:

From: [redacted]

Date: Tue, Nov 12, 2013 at 1:46 PM

Subject: complaint ID [redacted]

To: [email protected]

This message is in regard to your complaint submitted on 11/5/2013 7:51:16 PM against Hughes Network Systems, LLC. Your complaint was assigned ID [redacted].

I am emailing you to inform you that Hughes Network Systems contacted me today and they have resolved the issue I complained about. Thank you for your help in resolving this matter.

Review: Hughesnet told me that there would be no contract when there actually was.

Hughesnet service is constantly not working and the helpdesk does nothing

I ordered hughesnet in January with the understanding that the service would support videos, [redacted] live...etc. From day 1 the service was horribly slow or just plain did not work. It is now April 22nd and I have had to call hughesnet help desk only to be told I needed to upgrade(which I did to no effect). I called earlier today to have the service canceled only to be ignored repeatedly and told I am using too much data(i only use the computer at night for an hour or so) until I got stern and demanded they cancel my service. Even still they tried talking me into staying. Now I am being told I owe $380 and have to return the equipment in a short amount of time or I will be charged more. Not only is Hughesnet responsible but [redacted] is as well for recommending them.Desired Settlement: I do not want to have to pay the $380 because Hughesnet did not hold up their end of the bargain.

Business

Response:

May 15, 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 reviewed all pertinent database records prior to attempting contact with **. [redacted] and is unable to locate an account. Hughes is wholly committed to clarifying the nature of **. [redacted]’ concerns and expectations relative to his account. If **. [redacted] has an account number or phone number that can be used to access his account per his letter, we will be able to contact him and attempt to resolve his complaint. 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:

The account phone # is [redacted].

Review: company doesn't provide service as promised, refuses to stand behind product, and commits fraud

We live in rural area where internet service is only provided by Hughesnet. We signed up for service May of 2012. The installer didn't keep scheduled appt for installation on Fri and made no attempt to contact us til late evening. He promised to be there Mon by 8 am, we did not see or hear from him til 11 am. He installed dish in yard and didn't fully set it up correctly, it is loose on the pole and everytime it is cloudy or inclement weather the service fails. I contacted Hughesnet at least 8 times within the 1st 30 days of service letting them know it wasn't working properly. I requested they have someone come inspect the installation but they refused stating "if they sent someone out it would cost me a service charge". I inquired why I would be responsible for an installation that wasn't done properly when it was their employee that did it. They stated it was because he was a contractor and not their employee and someone had to pay him. I advised them the dish was loose and pointing straight at my garage and not toward the sky, they advised it was supposed to be that way. I then would call in to their technical center everytime the service would fail, but they stated the system was operating as designed. When I first signed up for Hughesnet, I specifically asked if their system was compatible with working through a VPN. They advised me it was, so I went ahead with the installation. My job requires me to work through a VPN therefore it was imperative they answer the question truthfully and honestly. Well this turned out not to be the case.During one of my calls the tech person stated I had the basic package and I would need to upgrade for better service, which I did. My charges went from 49.00 per month to 109.00. After I upgraded the plan, it was an overcast day, not raining, just overcast and the system failed. I called tech support, and they advised me their system wasn't equiped to work well with a VPN. It seemed to be a little better, but still everytime it was overcast in the least bit, the service went out making it impossible for me to do my job. After many months of frustration attempting to do my job and attempting to get some help from Hughesnet...may I state without any success, I found it necessary to rent an office downtown where I would have access to a service provider that worked properly with the VPN. Not only did the service not work correctly from the start, they also started charging me a monthly fee for tech service at 9.95 per month without my permission. I didn't realize what was happening until I started realizing it was being deducted from my bank account. I called and requested info regarding the charge and was told it came through in an email and if I didn't want the service, I should have opted out. I stated to them I did not sign up for it and requested all money be refunded to my account. I was told the service would be cancelled and the funds would be back in my account within 7 days. This did not happen either. I feel this is blatant fraud on their part. It is nearly impossible to get in touch with them via phone without having a hold time of 60+ minutes or a message stating "call back at a less busy time". Had I have been made aware the service would not work through a VPN I would not have signed up for it and spent all the money I've spent trying to get the situation resolved, I would have rented the office in town to start with. I feel as I have been lied to, cheated, and utterly treated with disrespect and disregard.Desired Settlement: I want this contract cancelled, all my money refunded, including the 9.95 per month tech help fee I was being charged without my permission, which amounts to about $60.00 and an apology for the misleading sales pitch that got me to sign up for the service to start with. I'm not interested in their GEN 4 service as they stated would solve all my problems with their service for the simple fact, I can't believe anything they say.

Business

Response:

March 22, 2013

Review: I cannot use my internet 80% of the time

I have had issues with logging on to the web and different sites ever since I have had the service with Hughes Net. I have called several times and cannot understand the techs because they are out of the [redacted] . the last time which was about 2 weeks ago the tech gave me another number which was in [redacted]. the tech at this number wanted to charge me $149 saying I had a virus. I did put my computer in the shop in Jan.2013 and I returned after the tech told me this. I had brought with me all the web errors I am getting and the owner at the computer shop told me that the errors were my internet carrier. I use some site to keep in touch with my family. It is very frustrating using my computer with the amount that I am charged. I started with Hughes on June 8,2012 and was told then that it was a 1yr. contract,and now they are telling me it is a 2yr. contract. Please help me try to get the service I am paying for or help me get out of the contract. Thank You [redacted]Desired Settlement: I would like to be release from the contract. I do not feel that I am receiving the service that I am paying for. I cannot utilize my computer 80% of the time during any given day.

Business

Response:

March 22, 2013