Hughes Network Systems

Review: I've been a Hughes Internet customer for a good while waiting patiently for better service with them.. There service is too slow and I made complaints several times about there service.. They made attempts to correct their service but I was still getting slow internet and I felt I had to cancel because $60.58 is too much to pay for bad internet..So, when I tried canceling I was put on hold while an automatic voice kept repeating that they'er taking too many calls, stay on hold or call back.. I waited twice for an hour. A week later and called today (03/11/13) and finally spoke w/ someone in management called [redacted], after I made a complaint about the service and I wanted to cancel she informed me that I would have to pay $300 to get out of the contract.. I told her I'm not paying anymore fee for bad service and that she has permission to get equipmentDesired Settlement: I don't want their service or pay their fee.. They placed a satellite dish on top of my garage, I'll send them back their equipment but I'm not paying anymore trick fees for a company that service poor quality internet.. I can't download or steam movies, it's just basic webpage browsing

Business

Response:

April 1, 2013

Review: I have had multiple issues with this company. The latest is that my download speed, which was supposed to be at least 10MBPS was down to modem speed. I was unable to use my connection as it kept timing out. I called last week and they said they would have it fixed, but all weekend we were having limited service. I was unable to watch internet TV at all, because of limited bandwidth. Today I spent 1 and 1/2 hours on the phone with a nice man from India, who finally fixed it. I said that since my month usage was almost up, but I had 52% unused because of the outage, that they should credit me. He said they don't do that. I paid for the service and did not get the service.Desired Settlement: Add at least 5G (my remaining allotment) either by token or otherwise by means of a refund.

Also, please stop providing such spotty and terrible service.

I have spent hours on the phone since I got this and I deeply regret not reading the over 600 complaints against you people. Now I am stuck with paying for services that are rarely delivered.

Business

Response:

May 13, 2013

Review: I got hughes net service. when he hooked it up I was informed that I had thirty days of customer satisfaction. if I was not satisfied I could cancel services with them and not have to worry about breaking contract. I was also told that if I wanted a paper bill it would be five dollars extra.. I declined and he told me that my bill would be sent by email. I got the email. and they took the money directly out of my account.. without my permission.. as I said he informed me that I could pay the bill over the internet.. nothing was said about automatic payment.. I also called them three times coplaining about my services through them.. which they did not fix.. I wanted to cancel service with them and they would not let me.. I am a disabled mother of two.. the money they took out of my account was not all there.. therefore checks bounced and now I do not have the money to pay for my medicine.. I am worried that they are taking advantage of other people by telling them false information..Desired Settlement: I would like to stop service with them without breaking contract.. and for them to have thier technicians or the installer of equipment and services to be very clear.. answer all questions explain everything clearly.. because what I was told apparently isint their policy.. thank you I would hope that I am the only person with this problem. but am afraid that they are taking advantage of other disabled people or the elderly.. please help

Business

Response:

May 23, 2013

Review: When the internet was first installed it was very slow, and would often disconnect. The technicians told me it was possible a tree was blocking the satellite signal. I cut the tree down, but signal did not improve. I thought my computer might be outdated and bought a new one to be compatible with this service, and it still did not work. When I contacted them they said in a few weeks they would have an updated satellite with improved service. I waited, and service did not improve. The product I was paying for was still largely unusable. Customer Service offered a faster product for free, but service did not improve at all. After several months I returned the hardware and replaced them with another service, which worked perfectly. This company said I owed them an early termination fee for failing to stay with them for the contracted amount of time, despite not providing the service they were contracted to provide. They deferred my account to four collection agencies who have been harassing me for payment. I've called the company and they said there is nothing they can do.Desired Settlement: I want the collection agencies to take me off their list, and I feel Hughesnet should refund the money paid for a service provided that was inferior to the service promised.

Business

Response:

June 4, 2013

Review: I joined Hughes.net and then got married and moved residences. To honor my commitment I paid the Hughes Net bill for over a year while not using it to honor my two year obligation. As the last month came to conclude my two year contract, I called to cancel the service. They told me that I had to wait until the 21st to do that or they would charge me an early disconnect fee. Called back, 4 times and 11 hours later to cancel on the 21st, am sure my cell phone records could be pulled to prove this, finally got it canceled. They billed me another month charging me for the following month's service, again which I did not use. All their equipment was returned and I do not owe them one penny. Have put on all returned mail from them, paid in full and now they have turned it over to a collection agency. I believe this is an unethical practice and people should not be manipulated. It is a shame when people try to honor their contracts and the company does not honor theirs.Desired Settlement: I believe they need to look at their policies and apologize for this and all the inconvenience.

Business

Response:

June 6, 2013

Review: I have been experiencing several issues with my satellite internet. It is not responding as it should and when I call I would like to at least talk to someone I can understand. I am tired of being told its my wireless connection and that does not seem to be the issue. I have problems with my Hughes Net connecting and have to reset my box several times to attain internet. They tried telling me to upgrade my system and I did just that. Since then It has been crap. Seems as though there promotion is not all its cracked up to be.

Business

Response:

June 21, 2013

Review: I am moving I am moving to a place where I cannot receive their service. They said I owe them about $235 for canceling. this is not fair.

I upgraded my service to Gen 4 a few months ago, not knowing I would have to move to a place where I couldn't receive their service. When I closed my account I was told I would owe them a fee of around $235. This is not fair, I am ill and have to move and I am forced to discontinue service. I should not be penalized and I am disabled and can't afford this kind of money.Desired Settlement: I would like the early termination fee waived because I had no idea I would have to move and discontinue their service. I am disabled and only get $700 a month and can't afford that fee and it's not fair since I had no idea I would have to move out of their service area.

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:

From: [redacted]

Date: Tue, Jul 16, 2013 at 12:17 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

I was forced into the repay agreement and I still protest. It is not a fair practice when someone is moving beyond their control.

Regards,

Business

Response:

July 16, 2013

Review: I tried to cancel my internet service after almost three years because it wasn't meeting my needs.The company said that I wasn't in a area that could get an equipment upgrade but that they could give me a better plan that was faster and cheaper. I tried it and it was horrible. I called back the next morning to cancel. Customer service said that they would discount me another 20 dollars a month and that I had until Aug. 19th. to cancel (30 day trial) The service was still horrible. I called on Aug. 8th. to cancel and they informed me they had no trial period and there was a 400 hundred dollar cancelation fee, but they could lower it to 190 dollars. The person I talked to ( [redacted] was the only name given) said all managers were in a meeting and would not talk to me. I looked a the consumer affairs report and found 690 complaints similar to mine. I feel lied to and cheated I hope you can help me.Desired Settlement: I would like to be refunded my 190 dollars thank you for your help.

Business

Response:

August 14, 2013

Review: I terminated my contract with Hughesnet Satellite internet service due to very poor customer service and hidden charges and fees the company representatives never disclosed at the time of the contract. I informed the billing representatives that I was no longer to be billed via direct billing out of my checking account and that I wanted my last bill sent to me via mail and that Hughesnet was not authorized to take anymore money out of my account. Hughesnet disregarded my statement and against my wishes, removed $140.00 out of my checking account without authorization. I then mailed the equipment back to them and again without authorization, Hughsenet removed $325.00 from my checking account, forcing several checks and debits to be sent back for Non-Sufficient Funds. Hughsenet had no authorization either time to remove any funds from my checking account and in fact were told specifically that they were not allowed to remove any funds from my checking account.Desired Settlement: I want to be re-imbursed the NSF fees and a formal apology letter from the company

Business

Response:

September 13, 2013

Review: We tryed Hughes Net out for an introductory offer. It was suppose to be $39.00 for three months, they charged us 59.99 and then jump to 97.00. We told them we did not want the service after trying out the internet service it still ran slow. They ask to try it again for 30 days free, after the time, we could not get in touch with them, next thing we know they are telling me I am locked into a 2 year contract. They would not allow us to cancel. II would like to discontinue my service with Hughes Net. We explain to them when we got the service what we could afford. Please assist.

Product_Or_Service: June 3, 2013

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

I would like my services discontinued with no contract, and no penalty. It is unfair to us to keep the service and we are not pleased with the operating of it.

Business

Response:

November 18, 2013

Review: When I ordered the internet service, I told them that I needed to be able to hard wire (2) computers as well as have wifi. I was told that is not a problem, that I could have that. I also told them that I do a lot of streaming from netflix and things of that sort. I was told no problem that they have the package for me. They said it was 50 dollars a month. When the tech showed up and installed the equipment, I found that I only was aloud 5gig a month for the 50 dollars. I only found this out because I called Hughes net about this, and I was unable to hard wire (2) computers and did not have wifi. I was also told at this point that I had to go and buy a new modem to have what I need, I was also told that for the streaming that I do I would need to get their unlimited package which is 150 dollars a month. I found that I was sold on the 50 dollar a month package so I would then be locked into a 2 year contract with them. At this point, mind you this is 15 minutes after install, I told them to rip it out of my house. Now this was back in August of 2013. They then wanted to charge me 100 dollars to disassemble.

Business

Response:

December 6, 2013

Dear **. [redacted]:

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

After further review, Hughes has issue a refund for the unreturned fee to the credit card on file in the amount of $310.06 on 12/04/2013.

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

If **. [redacted] has any additional questions about this resolution 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. Thank you very much for your consideration.

Very truly yours

Review: Over charging for services, taking advantage of the elderly on fix income. Customer service reps lie to customers about bill & stealing money.

Payed internet bill on November 30th for 78.07 reference # [redacted] talked to rep. My service was disconnect on December 2 for non payment, called back again on December 2 I was told I had to pay a additional 44.99 to have service reinstated. Escalated the call talk to supervisor and she stated I has a past due amount from September. My bill is due on the 19th of each month, the invoices they send out didn't have it on it after I payed another 44.99 Reference # [redacted] I was told my balance was 66.72 due on December 19th. Came back home service was disconnected again for non payment I was told I had to pay additional 65.35 to have service reinstated. If my bill is due on the 19th of each month then they would have seen it in the system when I called 4 different times. Basically I keep getting told different amounts to pay just to get my service reinstated.Desired Settlement: Reimbursement for the representative mistakes about not disclosing everything on the account.

Business

Response:

December 12, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on July 19, 2011. After researching **. [redacted]’s account in detail her billing activity shows that the confusion with her bill began with the December 19, 2012 statement amount.

When **. [redacted]’s statement amount of $44.99 generated for the December 19, 2012 bill cycle, a payment wasn’t received until February 7, 2013 but was due by January 18, 2013. By the time that payment was received the January bill had also generated so since that point **. [redacted] has really been a month behind. **. [redacted]’s last payment of $66.72 on December 9, 2013 leaves her with a $0.00 and her bill is current. If **. [redacted] wishes to contact customer support billing, an agent will be able to review her billing in detail.

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 was relocating to a new address and knew what I needed to keep in touch with the world. I contacted HughesNet On December 31, 2013 and ordered via internet, HughesNet Satellite Internet and Voice Phone Service. I was contacted by the installer and I told them that I wouldn't be moved to the new location Until Friday January 10th and would they install the equipment on the 13Th, they agreed. I have Limited To NO cell phone service at my new location. The installers did show up and install my internet services on January 13, 2014. I asked the installer, what about my Voice Service, he replied that HughesNet was Handling that part of the order. Well after 2 hours online looking for some support to find out when my Phone Equipment May Arrive, CHAT, I'm still in the dark at this point. Then Today, Tuesday January 14, 2014 I'm in another online chat session with HughesNet and the Representative tells me I can look for my equipment via United States Postal Service on Wednesday January 15, 2014, but there are no guarantees. Still NOT satisfied with the answer or the Lack Of Confidence, I go 3 Miles Up The Road where I have Cell Phone Service and I call Customer Support, Again. Well after well over 30 Minutes on my cell phone, I'm redirected to someone else that states that I should receive my equipment in 3-7 business days, I replied, UNACCEPTABLE, I have A Medical Condition & I Need My Equipment so I can Call Out. I am then redirected to someone else that said they were transferring ne to the correct department, the call was ended form their end. I call back and ask for billing department, Since They had already deducted the funds for the equipment and the service I still don't have. The last person I spoke with after ALL the swearing I did, said I SHOULD receive my equipment in 24-48 hours via UPS & they would give me a credit of $10 per month for 3 months (We Shall See). I have never been so frustrated in my entire life with the run around and wait times.. It seems to me they could use a real businessman like myself before I retired after my heart attack and open heart, triple bypass surgery. This ordeal has caused me MUCH STRESS and I will never forget just how vulnerable the consumer is when it comes to the BIG Corporations and their services. They don't mind cutting back your bandwith and services, they monitor that like a hawk, shame they don't worry about CUSTOMER SATISFACTION. The gall of them to deduct money form MY ACCOUNT and I don't even have the means (Equipment) to use the service I've Paid For.Desired Settlement: Reimbursement for my time, energy, cell phone & Internet Services usage would be a start.

Business

Response:

February 05, 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 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 prior to establishing contact with **. [redacted].

After further review, **. [redacted] VOIP service was cancelled per his request.

In light of the difficulties **. [redacted] experienced with our VOIP service; Hughes has issued a credit to his account in the amount of $75.00 which represents the VOIP charge.

If **. [redacted] has any additional questions he would need to contact me directly at the number below.

We left a message for **. [redacted] on February 5, 2014 to advise him of our decision.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: When I contacted the company, I was not informed that they sold their internet services with limited data usage. I informed the representative that I needed internet for school service. The rep failed to even offer me a bigger data usage so as I was doin my homework one evening, the internet was not workn properly. I notified someone via live chat and I was informed that I had exceeded my data. I was not happy about the service so I cancelled it. I also told tbe representative that I WAS NOTauthorizing any payments to be withdrawn out of my account and the company failed to comply...they stole $400 out of my account knowing I did not authorize it. They sold me services with misleading facts and under false pretenses.Desired Settlement: I am requesting the refund of $400 especially since I have to climb onto the roof of my and detach their products that need to be returned; putting my life in immediate danger.

Business

Response:

December 6, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have 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 September 17, 2013. On November 17, 2013, **. [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, **. [redacted]’s account was charged an early termination fee in the amount of $400.00. Although **. [redacted] requested to cancel service on October 17, 2013, the standard cancellation is at the end of the bill cycle.

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. However, in recognition of **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation

policy. Because **. [redacted] did request to cancel service within the 30 day period we have issued a credit of $400.00 to her account representing the early termination fee and that amount will be mailed to **. [redacted] in the form of a refund check.

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

Very truly yours,

Executive

Customer Support

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

[email protected]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

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 received a notice from this company stating they would be refunding me the money they withdrew from my checking account without permission. I filed a complaint with the Revdex.com and the letter stated they would be sending me the $400.00 in the form check. Up to date, I have not received a check; however, I have received invoices first showing a credit of $400.00 which I received in December, second I received on Thursday, January 24, 2014, stating I have a credit of $392.50. I contacted the company and they stated they could not inform me of why it was that amount and that a check had been sent on January 5, 2014. I do not believe it takes for 22 days for my money to be refunded to me. I also do not believe that when the arrangement was made through the Revdex.com, that it stated that they would be subtracting anything from the check. The company also sent UPS to my home three times to retrieve their merchandise, but some how have managed not to send me what is rightfully mine. I would like an explanation from the corporate office as to why they are purposely withholding the money they stole from me.

Regards,

Business

Response:

February 7, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

In response to your 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 her HughesNet service.

Regarding **. [redacted]’s concern of not receiving a refund check, it takes approximately 4-6 weeks for a refund check to generate once the account has been credited because the transaction doesn’t take place until the end of the following bill cycle.

Our records indicate the credit of $400.00 was placed on the account on December 6, 2013. The reason **. [redacted] saw an amount of $392.50 is because there was $7.50 imposed on the invoice on January 1, 2014 for California taxes on the equipment. The equipment was received after the invoice was generated and Hughes doesn’t sanction state taxes. A refund check in the amount of $392.50 was processed and issued on January 20, 2014. It would depend on the USPS as to exactly how long before the check is received at **. [redacted]’s address. Typically it could be up to 5-10 days.

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: It is a scam I pay for the best hughes net service available and get overages after I have been away for month of my monthly commitment. The service no shows frequently and leave a huge mess and tries to leave the old equipment even when it doesnt work. All in all this company [redacted]!!!!!!!Desired Settlement: fix your service !!!!!!!

Business

Response:

February 7, 2014

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 Care division of Hughes,. It is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. 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.

We value **. [redacted] as a customer. Accordingly, we are in the process of reviewing **. [redacted]’s service to uncover any underlying issues that may be present. **. [redacted] needs to take adequate speed test in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.

In light of the difficulties **. [redacted] encountered with our service, we have issued a one-month service credit in the amount of $99.99 to her account.

**. [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,

Executive Customer Support

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

[email protected]

Review: Hughes Net has been dishonest.They debited my bill from my checking and I have been locked into a contract,I think for over a year! If I was informed of these 2 things,I believe it was in some very FINE PRINT.The salesman on the phone was VERY HIGH PRESSURE!!! After paying my first bill,[I found out the hard way,deducted from my checking...]I canb't get any signal I'm on hold forever and told I have to purchase a TOKEN!!!! That lasted 1-2 days,then I have to do it all over again...REALLY,REALLY TERRIBLE,SHADY SERVICE.Desired Settlement: LET ME OUT OF YOUR CRUMMY CONTRACT!!!!!!! THIS COMPANY IS DISREPUTIBLE.

Business

Response:

February 19, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

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

Our Executive Customer Support division of Hughes reviewed all pertinent database records prior to attempting contact with **. [redacted]. Relative to **. [redacted]’s concerns in regards to our Fair Access Policy, to ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for each bucket ranges from 10GB to 20GB per month.

Regarding **. [redacted]’s 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.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, we can issue a partial credit to her account that can be applied toward the early termination should she still want to cancel. Currently her service is still active. **. [redacted] will need to cancel her service with our customer support when and if she decides to cancel. We will be happy to have our technical support department troubleshoot her service to ensure that it’s working as it should.

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 closed my account with Hughesnet account [redacted] in April of 2012. In the days that followed my estranged husband called Hughesnet and opened an account and leased equipment. WITHOUT MY KNOWLEDGE OR CONSENT, hughesnet linked my canceled account to my ex's new account on the date it was opened. In July of 2013 my ex called Hughesnet and removed his credit card from the account and gave my name and address for billing. When I received the first bill is when I became aware of what Hughesnet and my ex had done without my knowledge.

I have e-mailed, faxed, written and phoned (phoned more then 5 times) hughesnet to resolve this issue. I have done everything Hughesnet has requested, even filing a fraud report that I provided them a copy of. They have continued to bill me and have ballooned the bill from approx. $200. to $872.75.

They have claimed to have fixed the problem on a number of phone calls only to send another bill the next month.

I should not be made responsible for an account I did not open and did not give permission to have my name linked to. I am very worried Hughesnet will hurt my credit rating for a bill I had nothing to do with. I have no way of accessing the property where Hughesnet's leased equipment is being kept and would be in fear for my safety if I was to try and return to that house!Desired Settlement: Remove my name from this account and NEVER allow my ex to use my name again on an account.

Business

Response:

March 5, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File# [redacted]

Dear [redacted]:

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

After further review, the account has been cancelled. There is a current balance on the account in the amount of $872.75. We have spoken to **. [redacted] on 3/06/2014 and requested that she fax over a copy of the police report. Once we receive the report; Hughes will review the billing account for possible waiver of the 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. 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 is one of the discussions I posted onto the support foru** for Hughesnet. It is apparent they are robbing a lot of people. The internet speeds are like the old dial ups. I currently have no home phone because the system will not allow me to talk on the phone with the computer running, the computer runs extremely slow, etc.....Wow I wish I had checked these out before I signed up, going to drop my contract for sure. I was recommended here form DTV, love their service but am defiantly going to put a complaint into them. This sucks, I am paying a lot of money and can't use the internet if I am on the phone, my son can't use his gaming system. I realize now I also need to report Hughes Net to the Revdex.com! I am currently being hit out of my account, 60 a month for no half a month service. When I call them they just keep telling me to upgrade. To what? All the complaints on that thread are saying the upgraded and still nothing. This company needs to be shut down! I am going to call DTV and make a complaint with them and inform them not to recommend this company. I have never received anything form this company, no contract, no invoices nothing!Desired Settlement: I would like out of my contract, so I can switch to a new provider. There are may services out here that I would be able to use the phone, internet and have my son on his xbox live all at the same time and have no proble**.

Business

Response:

March 14, 2014

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 February 4, 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 concerns regarding her service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. We sincerely apologize for any inconveniences that have been caused to **. [redacted] during this time. As an executive courtesy, Hughes has run remote diagnostics on **. [redacted]’s system and created a technician to visit her site. **. [redacted] claimed she was working a lot and did not have good phone reception at her home, so Hughes gave **. [redacted] the contact information for the dealer. Upon completion of the site visit, the remote diagnostics came back favorable.

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

Sincerely,

Office of Executive Support

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

Review: Hughesnet LLC is redirecting sales through multiple sales institutions. This has to do with [redacted]. [redacted] is instructing sales reps to sell "only the base level plan for 5gigs". They are also being instructed to sell this plan despite the fact it will only allow 2-3 [redacted] shows. This information was provided by a reliable source and the sale representative. The sales presentations are failing to disclose factual information to customers and thus aiding a fraudulent process of selling contracts to rural customers that are locked into two year agreements. The company in essence sells more contracts. The company also does not let customers know there is a 30 day cancellation as it promotes cancellations within 30 days. Customer service and technical support are impossible to get a hold of with sometimes well over an hour wait. They are all outsourced and read from scripts and very difficult to understand. Apparently, when a customer complains the company adds more time for the first month to get them past the 30 days and thus locking them into $400+ cancellation fees plus the costs of removing the equipment they install which is not disclosed. The simply fact that [redacted] is instructing to sell a package that does not benefit the customers needs for the purposes of gaining sales for [redacted] is costing rural America $60+ dollars a month to download a couple [redacted] shows and locking them into contracts they otherwise would not have purchased had sales given them the truthful information.Desired Settlement: You may call

Business

Response:

March 14, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [redacted]:

In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contact **. [redacted] to resolve the outstanding matter. It is our understanding that [redacted] has some concerns regarding 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]’s 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. If **. [redacted] doesn’t have an account and has an issue with selling practices as mentioned in his letter, we will be happy to forward his concerns to the appropriate department.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Review: This is 3rd complaint about Hughesnet product and serviceMy last complaint was 12/After contacting Revdex.com the issues continue with its poor internet service and customer support resulting in terminating service with HughesnetBefore I terminated service with Hughesnet on 1/18/14, I was assured that there would be no early termination feeI have been a disgruntled customer since 3/and not had one full month without having issue with internet service and have reference numbers from till to proveI told customer service I wanted to end service on 1/18/and they argued with me it would continue to 2/13/I told them I would contact [redacted], executive customer support, ###-###-#### at hughesnet and Revdex.com about thisThe results of me telling I would contact Revdex.com, I received calls on 1/29/at 12:34p.mand 2/4/at 3:p.mby hughesnet respose line, ###-###-####, telling me I would not be charged for terminating serviceI later received letter from Hughesnet on 2/trying to collect $for terminating service, I will attach letterI called [redacted], executive customer support, ###-###-#### at hughesnet about this matter several times and left messages but did not receive call backI have called customer service about this, with typical long wait time and not being abled to be transferred to right departmentThis has caused me to issued a complaint again to Revdex.comAs of 1/18/14, I have service with Exede "HIGH SPEED" internet service and it is night and day from HughesnetNo problems with customer service and we have had bad weather in my area in last few weeks without any outage from Exede, this would have never happened with hughesnetThank god for Exede !!!!!! I forgot to mention that I have been receiving several calls from Hughesnet to call them about account that needs attentionIt would have been nice over the years I was with Hughesnet if they called that many times to tell customers they are frauds and mislead people in their advertising of "HIGH SPEED SATELITE CONNECTION".Desired Settlement: A letter in it including the number of complaints I have made to Revdex.com against Hughesnet, apology from [redacted], executive customer support for not calling back to resolve matter before resulting in another complaint to Revdex.com and the matter of trying to collect $resolved
Business
Response:
April 2, [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 his HughesNet serviceRegarding **[redacted]' 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of **[redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policyAfter further review, Hughes has waived half of the early termination fee of $87.50,bringing the amount due to $While **[redacted]' account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers' accounts**[redacted] may contact me directly with any additional questions at the number belowWe sincerely regret and apologize for 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 ###-###-####
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: I sent in this 3rd complaint against Hughesnet on 3-14-14, it was not responded to until 4-02-[redacted] was well aware of situation I was having with the poor service and the number of times the service that hughesnet provided had failedThis again is an example of the arrogance of hughesnet to ignore customers problemsIn the complaint I initiated on 3-14-it was clear in my statement that I had been contacted twice by advanced technical support from hughesnet, which I was assured there would be no fee for terminating serviceI gave dates and times I was contactedI left several messages with [redacted] which she did not respond too resulting in this 3rd complaintThe audacity of her responding saying I am still responsible for payment shows Hughesnet arroganceWith the number of lawsuits they have against them and customer complaints it would seem a change would be priority! I still want apology and the fee removed as stated in complaint, nothing has changed other than I have intiated customer complaint with my local tv station and after that will take to major news outletsI am tired of Hughesnet abuse and it needs to be brought to public attention along with their advertisingThank god for my new satellite service with exede.net.Regards,[redacted]
Business
Response:
April 12, **[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 additional concerns regarding his HughesNet serviceRegarding **[redacted]' 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of **[redacted]' circumstances, Hughes agrees to make an exception regarding our cancelation policyWe again reviewed the case notes of the cancellation request in 01/and **[redacted] did speak with our billing departmentHowever, the case notes indicate that the early termination fee could not be waived and **[redacted] needed to speak with our executive supportIf **[redacted] has a case number in his records that he would like for me to review regarding the waiver of the early termination fee he may contact me at the number belowAs previously stated, Hughes has waived half of the early termination fee of $87.50, bringing the amount due to $While **[redacted]' account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers' accounts**[redacted] may contact me directly with any additional questions at the number belowWe sincerely regret and apologize for 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]