Hughes Network Systems

Review: My contract was that if I cancel during the first month I am not obligated to continue, service was very bad and during the first month I called several times and asked them to cancel they did not each time the customer service told me don't cancel we will give you six months free and a lot of false promises and did not cancelled. Each time they promised me free extra services and all of a sudden I saw unauthorized extra charges on my [redacted] then I called them what is going on they told me they can not credit me for unauthorized charges, I had to call my credit card company and ask them to remove the charge and they did. But, I sent them all devices they gave me, now they are sending me bill about $360 for services that they did not provide and some device that they put on my roof. They told me that if I cancel first month I am not responsible for the devices on the roof and I did cancel it during the first month, For the device on the roof they are charging my $200. I told them come and take it from roof, I cancelled first month and you told me if I do it during the first month I am not responsible for the device on the roof, but they do not respect what they told me. I went to google.com he see rating of this company a few weeks a go I was not surprised to see all terrible rating except Revdex.com that said it is a decent company. I hope somebody in Revdex.com to go and read the rating of this company and change its rating according to tens of ratings that I read and more than 90% had terrible rating of this company, so consumers know what kind of dishonest company is this.Desired Settlement: Remove the incorrect billing and do not send me bill anymore and quit the dishonest business practices and go read your rating on search engines.

Business

Response:

February 27, 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 HughesNet service.

Our Executive Customer Care representative reviewed all pertinent databases. After further review, there is a remaining balance on the account in the amount of $214.00 that consists of the unreturned equipment fee. **. [redacted]’s would need to return the radio located on the arm of the dish for the account to reflect a $0.00 balance.

If **. [redacted] has any additional questions about the return of her equipment or needs any assitance; she may contact me at the number below.

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

Very truly yours,

Executive Customer Care

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

[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: They put some devices on the roof, and they told me I am not responsible for the devices if I cancel it during the first month and I cancelled it during the first month, now they tell me that I have to go to roof and bring down the devices, I am practically disabled, I cannot go to roof to bring anything down, it practically impossible, I want to tell them send your man to take not only the device to take every equipment you put on my roof. Going to the roof for me can be very dangerous and basically impossible with my disability.

Review: Signed up for service with a two-year contract, and scheduled installation. Since the very first day, Hughesnet has not provided the level of service agreed upon when starting the contract. Since then, they tried to determine the cause of the issue. They tried replacing the modem, but this had no impact on the problem, so I switched to a cheaper package that still promised more than we were provided with. This was when they referred my case to their "Advanced Engineering" department with the promised response time of 2 weeks. After 2 weeks, I called in to check on the status only to get another 2 week promised response time. After this, I asked to cancel the service contract on the basis of delivering inferior to agreed upon service without a cancellation fee due to the company's inability to provide what they promised in any sort of timely fashion. Unfortunately, I was denied waiving a $400 cancellation fee to part ways without a solution available.

Without another provider available at the time, I stayed my tongue for over a year until another provider became available in our area. Completely dissatisfied with our service under contract, I called to finally cancel service and they tried to keep me paying for the same service after claiming that the issue was their Fair Access Policy. After explaining that we have had the same issue since the day of installation, the account manager tried to keep me under contract by promising to provide better service than our package. After over a year of inferior service, I have no faith in Hughesnet's promises and am disappointed with the time they have taken to find a solution for a customer that is paying under a contract, along with their stance on getting every dollar out of me for an inferior service.Desired Settlement: I believe that I have paid plenty of money to Hughesnet for nothing close to what I agreed to with a 2-Year contract. I would like a refund of the cancellation fee based on the companies inability to deliver promised service given ample time and reluctance to waive the fee after all of this.

Business

Response:

March 18, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

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

Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS. When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.

In light of the difficulties **. [redacted] experienced with our service, we agreed to waive half of the early termination fee upon cancellation. **. [redacted] would need to contact me back directly for cancellation. In addition, we currently have a service credit on the account for $30.00 off for (6) months.

We notified **. [redacted] of our decision on 03/18/2014.

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,

Executive Customer Support

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

[email protected]

Review: This business does NOT have customer satisfaction as its goal. It binds its customers by 24 month commitment and the only way to get out of it is to pay a $310 early termination fee. This is absolutely stupid!! Its customer support people are not helpful at all and their speech is very hard to understand. [redacted] Wireless, for example, will waive the early termination fee if you are not satisfied with your service. Hughesnet simply has an inferior service and I would not recommend it to anybody at all.. I would be embarrassed to offer such a service in my business.Desired Settlement: It is only reasonable for Hughesnet to offer me a refund on the early termination fee. Or at least send out a technician to take down their own equipment instead of sending me a box to package it up and send it off to them on top of charging and early termination fee.

Business

Response:

May 22, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File # [redacted] In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service and is seeking de-installation of her equipment. Our executive customer care representative reviewed all pertinent database records. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that Hughes is not obligated to retrieve, the antenna, mount, or any cables. After further review, Hughes agrees to make an exception regarding our cancellation policy. As a result, Hughes has covered the cost to successfully de-install [redacted]’ equipment. A certified technician will be contacting [redacted] to schedule an appointment. Due to leasing the equipment [redacted] would need to return the equipment within 45 day of the cancellation date once the technician has performed the de-install to avoid being charged and unreturned equipment fee. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In addition, we have waived half of the early termination fee, bringing the amount due to $160.00. If [redacted] has any additional questions she may contact me at the number below. We sincerely regret any inconvenience that [redacted] may have experienced to improve the level of his service and we 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: HughesNet internet was the only service we could use at our current location. When I spoke to a rep on the phone they told me we could get out of the contract because there was a Military Clause. We were told when my husband EASed out of the Military and became a Marine Veteran we could cancel the service no fee. I called to cancel the service today and was told I'd have to pay fees to get out of it all. I am very upset that we were lied too, if I would have known this we wouldn't have used them for service in any way. They would NOT pull up the recording of the day I set up internet to hear the man tell me we could cancel service at any time, they said they had no way to do that.Desired Settlement: I would either like a refund if they do end up charging us or to not be charged at all. They said they would charge us on May 21, 2014. Or around that date.

Business

Response:

June 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]Case # [redacted] Dear Mr. Dennis: In response to your letter dated May 15, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the attempted to cancel her HughesNet account as a result of her husband’s US MARINE active duty military retirement and is seeking to cancel without penalty. Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on December 7, 2013. **. [redacted] contacted our billing support team to explain they were moving and had a better ISP provider at their new location. **. [redacted] explained that she was promised during the sale of the HughesNet service, an agent though Red Ventures LLC (SA) promised her she could cancel with no early termination fee if they received active duty military orders to relocate. Hughes has agreed to waive **. [redacted] early termination fees, and to issue a credit of $170.00 on June 2, 2014, reversing the early termination fees, leaving **. [redacted] account with a $170.00 refund to her credit card on file. Hughes sent **. [redacted] a prepaid shipping box and label to help facilitate the return of the leased hardware. The hardware has been received in good condition on June 4, 2014. We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Sincerely, [redacted]Office of Executive Support###-###-####

Review: I ordered Hughes Net May 15th. I was told I would get 20 mg per month anytime. Today, I'm informed this offer wasn't available to my area, the most I can have is 10 mg anytime. I was lied to in order to get my business. I would never had agreed to 10 mg anytime. I have to teenagers that we homeschool and I need the anytime mins. available 24 hours a day. This is fraud in order to get customers.Desired Settlement: I won't have Hughes net. They lied to me. I want them to come and get ALL their equipment.

Business

Response:

June 09, 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 Hughes 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 [redacted] 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.” In addition, there is a $100.00 de-installation fee for customers’ who are seeking removal of their equipment. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. Our records show **. [redacted] attempted to cancel the Hughes service on 5/27/2014 but unfortunately **. [redacted] is not the account holder and would be unable to cancel the account. As a result the account has remained active. We attempted to notify **. [redacted] of our decision on 06/09/2014 but were unsuccessful. [redacted] who is the account holder would need to contact me at the number below. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [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:

There is a 30 day customer service guarantee (anyways that's what Hughes Net claims). This was cancelled on the very day it was installed. They committed fraud when they sold me their service. The last time I checked "bait and switch" is a form of fraud. They are the ones at fault not me. I refuse to pay them to come and get their equipment when they are the ones that committed the fraud.

Review: The service offered based on required need was not sufficient, and cost was not comparable to competitors. Cancellation fee was not explained up front and they made it sound like they could offer comparable service to competitors at no risk to me for dropping the service if it didn't meet my needs. I had called previously to cancel service, and they tried to offer more value, but the cost still didn't match the service being offered.Desired Settlement: Drop the disconnect fee being requested for ending inferior service.

Business

Response:

June 26, 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 22, 2014. On June 5, 2014, **. [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $370.00. 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 $185.00 to his account representing half of the early termination fee and that amount will be refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: My wife called company to get information on how much services would cost. I never talked to them, my wife never gave my credit info or my social security number, however a few days later I get an alert from my credit report that says they ran my credit. They never had permission to do so.Desired Settlement: I would like the report removed from my credit on all three credit reporting companies.

Business

Response:

July 18, 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 information being used. 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]’s concerns and expectations relative to his account. If [redacted] has an account number or phone number that can be used to access the account per his letter, we will be able to contact him and attempt to resolve his complaint. If there was no account established and [redacted] is able to provide the name and or telephone number used on the sales call we can investigate his concerns. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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:

Regards,

Review: Seller advertised that the minimums of the service performance were actually higher then the maximums I ever received.

I was promised a MINIMUM of 10 mbps download & 1 mbps upload, for under $70 a month, taxes included. With FREE INSTALLATION, that's right, absolutely no cost to me... but wait there's more... I wouldn't pay a cent, if I decided to cancel within 30 days of the install.

The day of install, I was told that since the guy who installs the service is actually an independent business representative; I would need to pay him directly. However, I was offered a credit on my account... for the suspected charges, which at that time I was told would be $35. Then by 7:00 at night, the gentlemen had to leave to pick up his son, and urged me to pay him before he had to leave. I complied, and the bill was $44.20!

Then when I filed my first complaint, as my maximum speeds were below what I was promised as my minimums... and I began to realize that I had been lied to, about several services and features. I was promised that I could stream [redacted] off of any device in the house... I was promised that I would be able to use a device which required a minimum of 1 mbps upload constant. Instead I learned that the service is variable, and although my posted maximum, on the cheapest service was 1 mbps upload... I never received that for longer then a few seconds, even on their most expensive $130 a month service.

I am a reasonable person, and I will accept that I made a bad decision working with HughesNet, and should have never paid for the install in the first place.

Before cancelling today, even on their best possible service plan, I was only receiving a download speed of 7 mbps & an upload of .3 mbps. This is just unacceptable for my needs. And I would have never changed from my $50 DSL, had the initial sales associate been honest with me in the first place. Providing falsified data just to make a sale, knowing full well that the company could not render the services, is wrong.

Had the corporation been willing to do what they say, or honor the promises, I would have considered sticking with them. But the moment I recognized that I was not getting what I was promised, they wanted to bend over backwards with credits on my account or service upgrades, but they failed to give me my money back. The hard earned money, that they swindled out of me, with lies and unfulfilled promises.Desired Settlement: I have been credited for the initial payment to HughesNet today, however they refuse to refund me for the install, which they acknowledge was supposed to be free. Today along with my cancellation, I was told that anything I paid the technician was not going to be covered by Hughes, as they deemed them additional charges. Because in order for me to try their service in the first place, I had to engage in a 2 year contract, and call an IBR to come out and install their dish. It is merely $44.20, that I still expect to be refunded, and I will deal with removing the unsightly pole that currently sits in my driveway, on my own time & dime.

I was previously promised a credit on my account covering the FULL installation, of $44.20. Yet when I demanded a full refund, they were only willing to give me the $77.20 that I had to put down for my first month of service. I initially requested that they also pay a technician to come remove the pole, that got put in my driveway, with several bags of concrete! If it were my corporation, I would think that is the least I could do, to show face, after my representatives had given such a horrible impression of how we do business.

Which in the end, leads me to believe, that they are in the business of over promising and under-delivering.

Business

Response:

July 24, 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, it is our understanding that **. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to [redacted] and was activated on June 28, 2014. The account was canceled per request on July 3, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Our records indicate that there was a credit approved by the preinstall department in the amount of $35.00 for a pole mount. **. [redacted]’s account has be credited the $35.00 as requested by the preinstall department and that amount has been refunded to the card on file. If there are any other charges that weren’t billed by Hughes, they will need to escalated to the dealer because Hughes isn’t responsible charges from the technician. 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: In the contract, it states that the equipment must be returned and gives a list stating which equipment must be returned including a power supply, radio, modem and LAN cable. Upon discontinuing my service, I received a box, contained the return kit and it did have everything in it that it was supposed to have. We removed the radio from the unit according to the instructions given and boxed up all the components as showed in the instructions sent to us. The radio was placed extremely snugly in the bottom (it barely fit) with the LAN cable and the Power supply on either side. The cardbored was placed over the top with the cutout over the zigzag. The foam was placed on either end of the modem and it was then placed on top of the radio and cardboard. The box was then taped using the given tape and the shipping label, clearly stating the weight of 2 LBS was placed over the previous sticker. I took it to [redacted] and shipped it and waited several days and never heard that my RMA was closed.

Upon further investigation, I found out that because the WEIGHT was wrong on my package, that I must have not sent the radio back and that I was to be charged $200 extra! When I asked if anyone looked in the box no one could answer me. I was told that I needed to get a signed document stating my contents from UPS, which will probably be impossible or pay the $200.Desired Settlement: I should not be charged the $200. This company is a rip-off from beginning of service to end. I really feel it necessary that there be an investigation into the whole operation. I have talked to many other people since subscribing and they have all been dissatisfied and ripped off in some way. I wish I would have known before ever dealing with them. I can't afford another $200 with these people.

Business

Response:

August 6, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on October 2, 2013. On June 13, 2014, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $295.00. Regarding [redacted]’s concern of being charged for equipment she says she returned, we have successfully located the equipment and apologize that she was made to believe that it wasn’t received. The equipment was received against an older return merchandise authorization number and the agents had no way of knowing as such. There will be no unreturned fees placed 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. 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Review: I have Hughesnet Gen4 service which is supposed to be a super fast satellite internet service. I am paying a good amount for this service. It only gives me 5GB of data before it throttles my internet speed severely. I can't even load [redacted].com. When I call customer service I am repeatedly told to reboot my modem to no avail. They offer to upgrade my service for more money, of which I am not interested in doing when I can get [redacted] for less money and faster speeds. The customer service representatives are rude to me and they often times either hang up on me or put me on hold without telling me for over 10 minutes to the point where I am not sure if they are still there or not.Desired Settlement: I would like Hughesnet to allow me to cancel my service at no additional charge. I do not want the service anymore as what was advertised and explained to me when I signed up was false.

Business

Response:

August 28, 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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on December 19, 2013. Relative to [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 5GB to 20GB per month. We have offered to upgrade the service plan from the Connect to the Connect Pro plan with no increase in that cost for the period of one year. With an upgrade to the Connect Pro plan, [redacted]’s data allowance would increase from 5GB of anytime bytes and 5 GB of bonus bytes to 10 GB each. [redacted] was advised that the upgrade could be offered with no increase in the service plan cost. In addition we have offered to provide advanced technical support to troubleshoot her service. There are no documented facts to support [redacted] having problems with her service other than being throttled because of the data allowance being exceeded. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. If [redacted] does still wish to cancel she will be subject to an early termination fee. We informed [redacted] of our decision on August 28, 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, Darron W[redacted]Executive Customer [email protected]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I understand that there is a fair usage policy, there are plenty of competitors that offer unlimited high speed internet. [redacted] offers internet at a lower price and a higher speed. If the reason there is a limit on bandwidth is to ensure all customers have a good speed, then how does allowing some to purchase "tokens" make any sense? I could surf the internet faster on a dial up (56k) service than I could on Hughesnet. I am surprised they still exist with the customer service and experience most have gotten. Just searching their name on [redacted] brings up thousands of complaints, most on their own customer forums!

I moved to a different state and established internet service with this company 6 weeks ago. I experienced extremely slow internet service, called the company and was sold an upgrade. The upgrade did not improve the service and I have had nothing but problems. My wife called to cancel the service today and was told there would be a $400 cancellation fee. She told the representative that we would refuse to pay this fee if it appears on our credit card. Unfortunately I have since read many similar reviews from other customers. This company is HORRIBLE a and should not be allowed to do business.

Review: I initiated services through HughesNet under an advertised Recovery Act, I did not sign any contracts to start services. I recently terminated my internet service with Hughes Net because I contracted their services through [redacted] so that I could have my bill bundled with my phone and cable service. At the time of termination I was informed by the CSR that I would be charged $235.00 for early termination. The CSR stated at some point during my service I was locked into a contract because I had requested additional downloads on my plan, I was never given new equipment nor did I ever sign a contract or agreement stating that I was under a 24 month contract in fact a few months after I had requested more download allowance I called back and returned the service to the original daily allowance at no point did anyone inform me that I was now under a contract nor was I advised that changing the daily allowances would affect my original service terms. Again I did not ever sign a contract nor did I give verbal permission to put my family under a contract and I was able to change the service without ever getting new equipment. I still have Hughes Net in my home however it is bundled with my phone and TV service now. I had service from Oct 2011 through March 2013 this is clearly just months short of 24 months but they are stating that it's only been a few months since I was placed in a contract which doesn't make any sense at all.Desired Settlement: I am requesting the $235.00 be adjusted off my account.

Business

Response:

Review: when I signed up for the service I was told I was getting a special price and that I was getting a service coverage free for 30 days free that I could opt out off within the first 30 days of service. When I called and tried to disputed my bill I was told that I was charged the full price because my billing cycle began when I placed my order even though my service was not installed until 30 days after my order was placed because they required a pre-payment in advance.. and the bills are a month in advance. This is so very misleading. I feel very cheated... I could get internet from anyone. I want out of this contract.. without being charged.. I will pay what I owe and that is it.....

Product_Or_Service: internet dish

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

I want out of this contact for being lied to and being mislead... without penalty...

Business

Response:

April 25, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10007943 Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on March 8, 2014. On April 10, 2014, **. [redacted] called and inquired about canceling and was told that her 30 day period expired on April 8, 2014 to be able to cancel without penalty. Regarding **. [redacted]’s request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties **. [redacted] experienced with our service, if she chooses to cancel her service before May 8th, 2014 we will make a one-time exception and waive the early termination fee. We’re not encouraging **. [redacted] to cancel her service and we’d like to try an address any issues she’s having with the service but she insists on cancelling we will waive the early termination fee as a courtesy. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: There is an unauthorized charge of $315.13 from HughesNet on our credit card. When I called Customer Service I was told it was for equipment that we did not return when we switched over to the new Gen 4 back in January 2014. As I told the representative, the technician took the equipment with him - so we had NOTHING TO RETURN!!! We have had nothing but continuous proble** with this company since we switched to the new system in January. In fact, this is the 3rd complaint we've filed against this company. Unfortunately we are held hostage and can not change providers. Another issue reported is that we still can not access of billing account information. When requested (multiple times) we are instructed to look online, which we have but there is nothing there!!! I demand a full refund of the charge ASAP or I will dispute the charge with my financial insitituation. The current case number with Hughes Net is #[redacted]Desired Settlement: full refund of $315.13 within the next 5 business days

Business

Response:

May 13, 2014 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear **. [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service upgraded to Gen 4 service on January 8, 2014. **. [redacted]’s account was billed for equipment not returned by the installer that completed the upgrade. The reason the system billed for the equipment is because the account was created as a new account rather than upgrading the existing account. At this point, we have issued a credit of $315.93 to the account and that amount was refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, as of May 14, 2014 the credit HAS NOT been applied to my credit card. I request that the status of this complaint stay open until I confirm the credit has been processed.Regards, [redacted]

Review: Have internet for school and I pay over $100 a month for fast and reliable service. Worked great for months. Internet started having problems and I called. They stated they would send someone out. Someone came out and said a tree needed to be cut down (this same tree had been there for 6 months previously with no issues). However, we cut the tree down. Someone was supposed to come out on Friday to make sure it was working after tree was cut. On Wednesday someone called and asked if they could come on Thursday instead. I said yes. No one showed up that day. Thought it was odd but maybe they would just come on Friday- but that did not happen. I called back and someone was supposed to look into and call us back. Nothing. Another week went by due to the holiday weekend and just being busy. I called back on the 9th and still nothing although they can tests and see it is not working. Now it has been a month and still having nonstop problems and nothing is solved.Desired Settlement: I just want this issue finished and fixed immediately.

Business

Response:

July 29, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support 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]’s concerns and expectations relative to her account. If [redacted] has an account number or phone number that can be used to access her account per her letter, we will be able to contact her and attempt to resolve her 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, Darron** W[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: My review of Hughesnet Satellite Internet

I moved out of the city to find that not many internet service providers were available. I ordered Hughesnet in hopes of being able to have fast enough download speeds, despite their low data limits. I chose hughesnet over other service providers because the sales rep that I spoke to told me that if I ran out of data, I could renew my full month of data for a purchase of a $5 token, and could buy as many $5 tokens as I needed. I questioned this with the rep because it seemed like a good deal. It was confirmed that it was in fact an option.

I also purchased the equipment only because the sales rep told me that if the equipment was good condition and still a current system used by hughesnet, they would buy back the equipment. I was even provided the address to send equipment back. I also closely verified this with the sales rep.

Upon starting to receive service, it was noted that the internet connection was poor, and despite the download speed, the satellite lag was too poor for much of my intended internet use.

I cancelled my service within the 30 day time frame in an attempt to find another internet service.

After searching and not finding any other possible service, I was compelled to go back to hughesnet and I restarted my service, having settled with a poor connection.

I managed with the internet for a while until I ran out of data and tried to order a token. The software that they use to order tokens is exploitative at best.

The software is HughesNet Status Meter version 3.035 and is what hughesnet suggested I download for managing my data.

This software is what increased my bill from $60 to $135 dollars is one period.

When the manager tells you that you are out of data, it gives you the option of restoring your data with a previously purchased token. Keep in mind it does not state that it only restores a certain amount of data.

I clicked on this to see if I could purchase a token. I was not worried of incurring a charge, as

-it never asked me to confirm a charge

-I assumed it wouldn’t possible charge me for a single click without confirming with a password or some sort of security for child protection.

-It stated I would only use previously purchased tokens which I had not purchased.

-It never renewed my data.

I received a $5 charge for every time I clicked on the status meter software, trying to figure out how to order tokens to use. Never did I see data added to my plan.

I did not know of these charges until approximately 3 weeks later when I noticed it on my bank statement. I was very unhappy to know that they didn’t even have a process for informing the customer of the extra charges, but just automatically withdrew the funds from your bank account.

Between the time of finding the charge and calling customer service, I re-downloaded the hughesnet status meter from their website, only to find that they had a new status meter available now. I still have both status meter programs working separately on my computer, the worst glitch with hughesnet.

The new software is HughesNet Status Meter version 6.0.0

I was ok with the fact that they had a poor version available with glitches and then brought out a new version. I was confident that they would have already realized their software issue and refund the charge the moment I called. I was sure many others have had the same issue and that they had a process for this.

The part that was really irritating to me was that with the new Status Meter, it stated different prices for data restoration. It was no longer $5 for full restoration, but something like $6 for 500mb, $9 for a 1 Gb, and so on.

I was never informed of this change, and the original download manager was never set up to appropriately charge for this new price plan.

At this time I had had enough and decided to call and cancel my plan if HughesNet could not provide me with the original agreed upon service of $5 for fully restored data.

Before calling, my expectations of hughesnet were as follows:

-Hughesnet would happily refund me for the charge from the 1st download manager, as the program altogether was inadequate at best and I never received the intended product.

-Hughesnet would give me the rate I had agreed to of $5 for full data restoration

Or

-Hughesnet would cancel my service without charging me early termination as they broke the agreement.

-Hughesnet would buy back the equipment as stated upon purchasing as it was still new.

Upon speaking to customer service, they stated that they could not refund me the $5 charges, as they were legitimate charges for small amounts of data. They stated that I had received something like 250mb increments, though I never received it.

They also stated that as long as I have had my plan, they did not offer full data restoration with a token, though I don’t believe this because of the download manager software change within the duration of my plan and the fact that I was told it was available.

After hearing this I tried to cancel my plan. I was told that I would be liable to the $5 charges, and the early termination charge. Later I was also told that they do not have a buy back policy for equipment! I feel like they said anything they could to get me in a contract!

During the long conversations of trying to cancel the plan without them taking advantage of me, it felt like I was being treated like the bad person. They even used the fact that I cancelled previously and restarted my service, making it sounds like they have already gone far out of their way to assist me.

They tried to coerce me into a larger plan for a cheaper price stating it would be just the same as ordering the tokens (which it would not have been)

In the end, I cancelled my plan, and informed them that I would not be paying the early termination charge and not to charge my account. Again the rep stated that I would be liable for the charge. Later I found that they still auto-deducted the money from my account for the early termination charge. I feel that that was illegal.Desired Settlement: As of right now, I am out $75 for the charges that hughesnet’s download manager caused, $387.67 for the early termination charge, and around $300 for the hughesnet equipment that they promised they would buy back but did not.

I am very unhappy with hughesnet and would like full restitution for the above amounts.

Business

Response:

August 21, 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 April 30, 2014. On July 26, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $385.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, 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 $385.00 to his account representing the early termination fee. [redacted]’s equipment is not eligible for return credit because it must be returned within the first 30 days of installation to receive a credit/refund. Typically the early termination fee wouldn’t be waived in its entirety because customers must agree to the terms and conditions of the subscriber agreement. We have waived it in [redacted]’s case to help out in the best way we can considering his circumstances. I credit of $385.00 has been applied to the account and that amount has been refunded to the card on file. [redacted] can expect to see that refund within 24-72 hours. 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, Darron W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

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

Regards,

I accept the resolution but want Hughesnet to know that I was not the first party to break contract, as was explained in my complaint. Also I am disappointed that they would not recognize the flaw in their sales department, stating that the equipment could be purchased back, and the different data costs. They are over selling the service and not being fully truthful. Also the overage cost billed to me was not even discussed.I accept the resolution because I am willing to give a little, but I feel taken advantage of by hughesnet, and I am upset about that.

Thank you for the resolution, [redacted]

Review: Representative with [redacted] misrepresented service in sales call, describing data cap limits but not advising of 50% being between 2am - 8am. I had advised this represenative of my service needs (ability to stream video, play games), and service was advised to be adequate for needs. Also, no mention by this representative of a contractual obligation. Technician who installed device asked me to sign 'installation agreement' using his touch phone/PDA device, and did not advise of contract either.

I am attempting to cancel service for change in household income and misrepresentation of service--I am advised that I will be charged $280.00 for an early termination fee. I have requested a waiving of all or part of the termination fee, but the request had been declined.

Additionally, Hughesnet had declined to provide me a copy of the 'installation agreement' I had signed despite their representatives having access to it.Desired Settlement: If possible, I would like to see a cancellation of the contract and a waiving of all or part of the early termination fees. The leased product I have of theirs is in good condition, and I am happy to return it to them.

Business

Response:

December 23, 2014Dear [redacted]:In

response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support

representative reviewed all pertinent database records. Our records indicate that [redacted]’s

service was activated on March 12, 2014. On December 16, 2014, [redacted] called to inquire

about cancelling his service but stated that he was only thinking about

cancelling his service at this time. As

a result of cancellation within his contractual agreement, [redacted]’s account

has an early termination fee in the amount of $280.00. Regarding

[redacted]’s request to now 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 is contractual agreement. On March 28, 2014 [redacted] upgraded

his service plan, at which time the agent would have gone over the terms and

conditions of his service. On October

12, 2014, [redacted] downgraded his service plan, at which time the conditions

would have been reviewed again. We have referred

[redacted] on December 9, 2014 and December 16, 2014 to the Hughes legal

website to print off his contract as well as providing him on December 16, 2014

with the name and telephone number of the installer that set his service

up. Consequently, we believe that we

have a contractual right to assess these fees. However, in recognition of [redacted]’s

financial circumstances, Hughes agrees to make an exception regarding our

cancelation policy. In

light of [redacted]’s difficulties, we have issued a refund on 12/23/2014 in

the amount of $ 140.00 to the credit card account on file representing half of

the early termination fee. If

[redacted] has any questions, he can contact me at the telephone number listed below,We

sincerely regret any inconvenience that [redacted] may have experienced and are

hopeful that our actions will serve as a demonstration of our good faith. 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,Nancy MExecutive

Customer Support

Consumer

Response:

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

Thank you again for your assistance in this matter--it is greatly appreciated,

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Review: On April 3rd I called HughesNet because there was a problem with the amount of data my account was reporting was being used. The night before I was using Netflix to watch a streaming vide online. The Netflix settings were set to their lowest resolution, which is app. 300megabytes per hour. My hughesnet usage indicator reported that I had exceeded my data limit. So, I added another prepaid token, 500mb, and continued watching the show on Netflix. 10-15 minutes later the video stopped and I checked my computer to to see what was going on. Again, it said I had used the maximum amount of data. I added another 500mb token and continued to watch. I ended up using 3-4 tokens to finish a video that is only 40 minutes long. The settings on Netflix were at their lowest, there were no other internet devices connected to the wireless router, or neighbors because I have none. My family owns the surrounding 200+ acres around our home and no one lives there.Desired Settlement: Refund of services that werent provided and cancellation of service without penalty.

Business

Response:

April 15, 2013

Review: I cancelled my service with hughesnet for sattelite interent coverage months ago. At the time of cancellation they advised I had to return my equipment. I advised that I had purchased the equipment and I am under no obligatiaon to return. Upon further checking Hughesnet confirmed that I had purchased the equipment and I was under no obligation to return it. After some weeks passed, I received a box in the mail with return labels to return my equipment. I called hughesnet to which they apologized for the oversight and I could destroy the boxes and they would correct their system. 2 months has passed and I find Hughesnet has debited my checking account for $328.50. I called hughesnet and they advised that was for the unreturned equipment from when I cancelled. I advised that this matter had been cleared up, upon checking the hughesnet rep stated I was correct and they should not have charged me adn they will refund me. To date I have not received a refund

Business

Response:

April 29, 2013