Hughes Network Systems

Review: I moved and no longer needed Hughes Net Service. Hughes Net stated I must return receiver which was completed.

Hughes Net then billed contract default payment of $200.00. When I contacted the collection agency "[redacted]" hired by Hughes Net they stated if I paid $100.00 immediately they would waive the other $100.00 billed. A month later I receive a invoice stating I now owe the remaining $100.00. I did not feel I owed the $200.00 since Hughes Net stated if I return the receiver that would cancel my contract. I only paid the $100.00 to make Hughes Net go away. Now, I'm receiveing another statement to pay the remaining $100.00 that was suppose to be written off by agreed settlement. (I have a copy of the agreed settlement)Desired Settlement: Hughes net needs to honor the agreed settlement from [redacted] of $100.00 and not to send any futher bills/statements in regards to the services rendered.

Business

Response:

September 11, 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 concerns regarding his HughesNet service. Our Executive Customer Care representative reviewed all pertinent database records. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, he expressly agreed that “upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes. After further review, Hughes did issue a $100.00 credit to the account on 04/24/2014 which applied to the early termination fee. We have also issued a $100.00 credit on 09/11/2014 that applied to the remaining unreturned radio fee. The amount due it is $0.00. [redacted] may contact me directly for any additional questions. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Ecole F[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, the only reason I am accepting is so HughesNET leaves me alone. I returned the radio as asked and they have just now applied the credit as of 9-11-14. Poor service on their part all around.Regards, [redacted]

Review: Hughes Net stated that the speed of my internet service would be 1 MBPS and this would be fast enough for my husband's video phone. His video phone didnt work. We were informed by my husband's video phone technician, who can only make it out to this area once a month, that 5 mbps would be best. We requested 5 mbps from Hughes. They stated that they only had up to 2 mpbps in our area. The price would jump from 49.99 to $100 a month. We accepted it, however, when the vp tech came back, he did and speed test and found we were getting under 1 mbps. So, Hughes never even delivered the originally promised speed, yet they charged us double the price for no actual change in service. When I requested to discontinue service, they said they would have to charge me a $400 cancellation fee since it was past 30 days. I explained the circumstances, they still refused to waive the fee.Additionally, every time I call them to discuss something, its at least 30 minutes before I can talk with anyone. Then I have to be transferred at least 2 more times before I can get to the issue. So, its on average an hour of phone time before I even can discuss the reason for my call.Desired Settlement: I would like the $400 fee waived and the $100 I paid for service to be reduced to $50.

Business

Response:

March 18, 2013

Review: Internet service was ordered from this company and the verbal information received was based on a twelve month contractual term and at no time was the amount of usage provided as a restriction and/or limited. The information that I received was that term was for twelve months as I am a government employee with short residential terms. Additioanally, if I had known that usage was limited at an extraordinarily high price the agreement would never have been entered into.Desired Settlement: Immediate termination of any and all billing. Termination of any and all service(s). Reversal of outstanding bills after service was ordered to stop.

Business

Response:

April 18, 2013

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 April 2, 2013, 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 his billing and Early Termination Fee.

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 applied a $121.53 credit to [redacted]’s account which represents half of the Early Termination Fee. The outstanding balance on [redacted]’s account is $421.53, which represents half of the ETF and the Unreturned Equipment Fee. Once [redacted] returns his equipment in satisfactory conditions, Hughes will credit the $300 UEF to his account.

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

Consumer

Response:

Sir/Ma'am,

Review: I signed into Hughesnet after seeing an advertisement. I called a rep and spoke with them on the phone for 45 minutes and dicussed all the options they have and my special interest because I use an XBox 360 game system to watch [redacted] and I need a system that would facilitate.

I had issues from day one with connection and called them daily for updates and tech issues. We had an extension on our 30 day trial because of these tech issues but a week after our extension we cancelled our service. Hughesnet told me they sent a box for the equipment and a couple days later UPS showed up to pick up the box. I did not receive the box yet and could not return the equipment. The actual box arrived days later and the equipment sat near the door awaiting UPS return.

Last week Hughesnet removed over $100 out of my account without any warning. I called them to discuss and they stated it was because of non returned equipment. We made arrangements on its return and the returning of my deposit and the $100 they withdrew.

I now have to wait 7 to 10 business days for the $100 to be returned. They do not plan to refund my depsoit.

I have been treated very unfair in the fact that I have done everything asked of me and yet I have to pay the price. Their service was not what was advertised and I felt like they have stolen my money. I work hard for my money and the last thing I need is someone to trick me out of it.Desired Settlement: I would like all of my money back that I put into this service. I payed $109 at the beginning of this service, $109 at the end.

Business

Response:

July 24, 2013

Review: I keep getting my bank account charged for a service I no longer have, been cancelled since March 2013. Hughes net is the company.

In feb I called Hughes net to cancel my service. I was informed that if I cancelled before the next billing cycle I would be charged an early termination fee and It would be cheaper if I let the March payment go thru. At the end of March, 2013 I called back and cancelled my Hughes net internet service. They informed me that they would be sending a box to me to return the modem in. I said ok, what about the satelite on the side of my house. I was then informed to throw it away, they did not reuse them. On June 13, 2013 a draft from my bank account was made by Hughes net for $ 218.50. When I called they said it was because I had not returned the radio transmitter off of the satlite. Ok, so after them telling me to throw it away, Thank goodness I couldnt get it off my house. I get the transmitter off the dish, put it in the box they sent me and return it also. On July 12, 2013 I received a refund for the $218.50. On August 7, 2013. I get online to check my account they have a charge on $109.25 for hughes net on my account. I call them they ask me about all of the things I previously returned to them months before. These people are crooks. Everytime I have had to call to try to get my $$ back for their fraudulent charges the phone call with the hold times exceeds 45 minutes of my afternoon.Desired Settlement: A formal apology and a gurantee that they will stop charging my bank account. If they keep this up I will have no choice but to contact my attorney and seek legal advice.

Business

Response:

August 13, 2013

Review: I am a Hughes Net customer since 2007. The service has been fair-to-poor all these years; slow connection, limited daily data allowance and extremely poor quality phone support.

I had several conversations with “tech support” people from foreign countries; I could not understand their heavy accent, I had no idea what they were saying. They put me on hold, transferred to a non-existing extension or simply disconnected me.

Their new operating system came out last year. In December 2012 I decided to switch to Gen-4. I signed up for the Power Pro service plan, which offered a faster Internet service, 10 GB daytime data and 15 GB nighttime data. My troubles with Hughes Net have multiplied since then.

It started with their sales department promising the “purchase option” for my receiver. It was not until the first billing when I found out that they leased me the receiver for a $10.00 monthly fee. I was also promised a $100.00 rebate, which I never received. They told us that the sales person made a mistake and they cannot honor their initial offer because it is expired. One “tech support” person’s best excuse was “it is too difficult for us to change anything”. After about 10 hours on the phone with various “departments” a switch was made to my account and they provided UNLIMITED night time use from the hours of 2.00 AM to 11.00 AM and 10 GB of daytime data. One customer service rep assured my wife that because we are a long time customers they will not change this arrangement.

In January of 2013, using the new Gen-4 system I no longer could upload to my photo gallery. “it is a glitch in the system which has not been fixed yet” – I was told. This glitch is still not fixed as of today. (August 11, 2013) I have to jump thru their hoops to accomplish uploading pictures to my website.

It came as another big surprise when I checked my data allowance status that Hughes Net once again has changed my service without any notification. Not only took away the unlimited allowance and gave me 10 GB nighttime data - and charging me for 15 GB; they also took away the nighttime hours, reducing the time frame from 2AM to 8.00AM.

On June 15, 2013 my wife and I spent 2 hr. on the phone once again with “customer service” Case # [redacted].

We talked to someone by the name of [redacted], he was clueless in understanding of what was going on. He told us “nothing I can do”. We requested to transfer to a “supervisor”. A supervisor by the name of Jay tried to convince us that we were wrong, Hughes Net never provided anyone with a service package as underlined above. (UNLIMITED night time use from the hours of 2.00 AM to 11.00 AM and 10 GB of daytime data.)

We told him we had proof (screen print of our service allocation) and was going to cancel their service, he admitted that there is a system problem with the Gen-4 service. He promised us that he will find out more details and will contact us no later then June 22, 2013. He also promised 10 complimentary restore service tokens.

No one contacted us from Hughes Net as of this date and no complimentary tokens were provided. Further, they are providing 10 GB of nighttime data and charging for 15 GB.

It appears that there is a lot of confusion going on with this company. They send out flyers repeatedly asking to sign-up for the Gen-4 service, now promising 15 GB daytime data and 15 GB of nighttime data.

Hughes Net has monopoly providing “service” in the rural areas and they are taking advantage; shortchanging customers and getting away with it.

I would not recommend them to anyone, including my worst enemies.

Any or all of your help in finding resolution to this matter is greatly appreciated.

Thank you:

[redacted], VirginiaDesired Settlement: Restore original night time date to 15 GB.

Restore original times for night time hours to 2 am to 11 am

Business

Response:

Review: We have had many issues with this satellite internet service from being knocked off line, not getting out e-mail,and not getting the speed we paid for. Every time we called on this we went through the same routine and the only solution was of coarse to pay more money for an up-grade. We always declined as we weren't getting what we paid for already. We did receive a check from one lawsuit of this company. We finally got another internet provider on 6-15-2013. We notified Hughes of this and wanted to disconnect immediately. Of coarse we got an out country representative that said she would take care of the credit card not getting charged and disconnect us. It never happened and we got charged on 6-24-2013 by Hughes for service! Today we contacted a [redacted] out of [redacted] Texas,he said the original contact should have patched us over to him to start with. Then he said we had a 2 year contract which we did not receive notice of. And He wouldn't give us the charge of $49.99 back. It was not our mistake that they hire foreigners who do not do their job. I have asked for US representatives before only to be told they can't do that. I have also called the Texas number and pressed order info and a [redacted] several months ago said he couldn't patch me over to a US representative that he was only a salesman and now they won't refund our money because the foreigner contacted around June 14th didn't do her job as reported by [redacted]. We would like all of the money charged our credit card ($49.99), not a $23.77. It was not our mistake. In fact if there are any lawsuits against this company, we would like added.Our case # given was [redacted]. Our close # is [redacted].We are also including the additional information.[redacted]Telephone: [redacted]http://www.hughesnet.com[redacted]No matter what number you use, we can't get the same person twice. We are sure we are not the only ones with problems with them.Another contact # is [redacted]

Product_Or_Service: satellite internetDesired Settlement: DesiredSettlementID: Other (requires explanation)

As stated above we would like our full refund charged on 6-24-2013. As we told [redacted], you can tell we haven't used any internet since the 6-15-2013 date.Also we would like a refund of the internet speed we have received. But we don't know how to calculate that. We did check this with speedtest.net and we are sure their records could provide the same lack of speed. Thank you for this time and attention on this. Since

Business

Response:

August 30, 2013

Review: August 20, 2013

To Whom It May Concern:

I would like to place a complaint against Hughes Network Systems, LLC. I have never done this to any organization in the past; however, I am particularly annoyed by this company and feel justified in doing so.

I have been a good customer of Hughesnet's for nearly seven years. I've never complained about the fact that my internet service at home was not as fast as they said it would be. I figured "oh well, I'm sure they realize that my service is slow and will speed it up as soon as they have the technological ability to do so".

Then, in June of 2013,1 saw advertisements from [redacted] that they could provide internet service ANYWHERE. I already have [redacted] Satellite TV, so I thought that perhaps it would be a good idea to switch to [redacted] for my internet service and receive only one bill for the two services. It also would eliminate one of the satellite dishes I have on my lawn.

THIS IS WHEN THE TROUBLE BEGAN WITH HUGHESNET!

I called to tell them that I was THINKING about changing my internet service and wanted to know if I owned the modem I have in my home which brings in the service from the satellite dish or do they own it. The representative from Hughesnet on the other end of the phone line began questioning WHY I was going to drop their service, told me that [redacted] contracts with HUGHESNET and therefore, I wouldn't be doing myself any favors by switching to [redacted]. He said that I would still have two satellite dishes and I would still have the same Hughesnet modem in my livingroom. ( asked him to simply answer my question; however, I never got a straight answer out of him.

While I pondered changing my internet service, I neglected to pay my bill from Hughesnet. Then, they stopped my internet service once my bill was 30 day overdue. I understood their reasoning and not only called them and said "turn the service off, I don't want to use Hughesnet anymore". The representative from Hughesnet told me that I needed to send them something in writing. I took the billing stub and wrote on it in very large print "please cancel this service, I don't want it anymore".

In July, I received another bill for ANOTHER month's service, along with the past due amount. At this point, I felt that I owed two months @ approximately $79/month = $158. I received a phone call saying that my account was past due in the amount of $237. I told that person that I knew my account was past due, did not agree with the amount and did not want the service anymore and was going to send payment for $158 as soon as I got my next paycheck. The representative from Hughesnet then asked me very politely "why don't you want the service anymore?" I told him that I wanted to switch to [redacted] so that I would hopefully have better, faster service and eliminate one of the two satellite dishes I had on my lawn. He, again told me that [redacted] contracts with Hughesnet, blah blah blah. I listened carefully to this very nice young gentleman as he sounded very sincere. He said that he could see on his computer screen that I had been a good customer for a very long time and they really didn't want to lose my business. He asked what would he have to do to keep me as a customer. I then told him that I didn't know that nothing would change in my equipment or billing by switching to [redacted]; therefore, I would consider KEEPING Hughesnet if they would knock $100 off the $237 balance he said I owed, and wanted to be up-graded to the GEN4 service. He said he could do both of those things for me. We agreed that I should send payment in the amount of $137 as soon as I received my paycheck the next week. He gave me a confirmation number and told me to refer to that number when I called to pay my bill. I thanked him very much for working with me on this matter.

The following week I was paid on Thursday and called Hughesnet on Friday to pay my bill. When I made that phone call, a young lady representative from Hughesnet informed me that my account had been sent to collection. I gave her the confirmation number which the young man had given me the week before and asked her to read the notes to me aloud once she had them in front of her. She did so and in fact, the young man had done just as he said he was doing and the promises were there. However, she told me that I had to pay $237 at that time and that I would need to pay for the Gen4 upgrade. I asked to speak with a supervisor or manager. She said she was going to put me on hold; however, the line was dropped or something; then, a recording came on saying "I'm sorry, the number you have dialed has been disconnected. Please hang up and try your call again." Needless to say, I was VERY frustrated.

During the weeks to follow, I have received at least five phone calls a week and most recently I have received a bill dated 8/12/2013 in the amount of $567.39. It is itemized: $237.54 past due, recurring one time $244.85, usage charges $85, current charges total $329.85, with a total due of $567.39.

Now, I ask you, should this company be allowed to ruin my credit if I don't pay the total $567.39? I feel that I owe two months, $157 or $158 and I certainly will pay that. Friends have told me that if I make any payment at all on this invoice which shows $567.39 due, I am indicating that I agree with that amount due. I think I need an adjusted bill. How will I get that if they won't listen to anything I have to say?

I thank you for any assistance or advice you can offer.

Desired Settlement: I think I need an adjusted bill. How will I get that if they won't listen to anything I have to say?

I thank you for any assistance or advice you can offer.

Business

Response:

September 10, 2013

Review: It has been 30 days and I have yet to receive my refund. This company continues to give me the run around as to where/when my refund will be given. I requested to speak with a supervisor, which refused to speak with me. Also, they are unable to explain to me as to why $49.00 was debited from my account when the hold is normally $40.00. Per this company, they say that a hold would be placed on the bank account for 3 before being pulled from account. If this was true, then this company should have never received my money because I declined service before the 3 days were up. I have made several calls in reference to my refund and each time I get a different response. This company's name is Hughes Net. This is an internet service. The lady that I spoke with on 08/08/13, stated that this particular call center was in [redacted] Oregon and she gave the zip code [redacted], she wasn't sure of the correct zip code. Again, I felt as if I'm getting the run around. I have proof from my bank statement showing that this was debited from my account and was never replaced after service was declined. This company says they have to do an investigation. I don't understand why when I have the proof and was willing to fax over a copy of my statement. One person that I spoke with said I needed to fax over my bank statement another person says that they can't accept my bank statement.

Product_Or_Service: Hughes Net Internet - which was never installedDesired Settlement: DesiredSettlementID: Refund

I only want my $49.00 debited back to my card.

Business

Response:

October 1,

2013

Review: Made payment and still no services.Desired Settlement: My service be restarted free of charge.

Business

Response:

October

2, 2013

Review: Hughesnet is a pure and simple rip off. They have an exemplary sales pitch but the technology is terrible! I called within a week of my install complaining of problems and that call never got logged. I know this because when I could take no more I called to cancel and the customer service rep told me I had never called, which was an out right lie. I believe it wasn't logged because you can return the product within 30 days if you're not satisfied. This little fact was never explained to me and was buried down in the small print that I failed to read (my fault). What angers me is that after 10 months of horrible service I cancel to get hit with early termination fees and they wouldn't even disconnect me on the day I requested. They made me pay for an entire month even though I clearly wasn't going to use it. If the wind blows, the service is down. If it's cloudy or raining at all, the service didn't work. It is just extremely unreliable and when I begin to look around at what others had experienced I couldn't find one satisfied customer. It is a rip off plain and simple!Desired Settlement: remove the early termination fees from my final bill on acct # [redacted] and never contact me again.

Business

Response:

November 5, 2013

Review: Signed up for hughes net service and the installation guy said that when we are ready to we can upgrade to the gen 4 at any time but until then we could stream Netflix and other such entertainment sites. When we started having problems with the service being too slow we called to find out why. We were offered to set up the Gen 4 and put on hold. The representative then came back on the line and said that we did not qualify for that service due to our location and that she was sorry. If we had known this we would have never gotten the service. Now they are wanting to charge us 250 dollars to cancel service even though on multiple occasions we were promised something that we were not able to attain. I refuse to pay for the cancellation fee because I feel that my family was taken advantage of.Desired Settlement: I wish to return the equipment and not be charged a cancellation fee.

Business

Response:

November 15, 2013

Review: I attempted to cancel my account and stop payment prior to a 30-day trial period and was hung up on. Three days later my card was charged $73.96.

I first called HughesNet on 10/07/2013 and requested that I get a data extension and it was granted. I was notified at the time that I had until 10/13/2013 to cancel my account. When calling on 10/13/2013 to cancel my account and avoid a $400 cancellation fee, I was then told "You are not an authorized user and cannot make changes to the account." Two days later on 10/15/2013 I was charged $73.96 on my credit card. I am receiving extra charges from my creditor now due to the fact that there weren't enough funds to cover the payment. I did not authorize these charges to my credit card. I called again today, 10/29/2013, and was told that it is policy that I cannot take my card, even, off the account.Desired Settlement: I would like to cancel the account and get my $73.96 back. Credit it to the account that it was charged from. And I would like that within 7 business days.

Business

Response:

November 15, 2013

Review: HughesNet installed a dish on my roof and a modem and wifi router in my home on November 19,2013. IT DOES NOT WORK. I called and canceled today, November 23, 2013. Hughesnet has already taken $68.00 and $1.00 from my bank account. They were not supposed to bill me until the 29th of November. They will send me a postage paid box to send their equipment back. That is fine with me. The problem is that they want me to pay to remove the dish on the roof and then I still have to send them the dish. The contractor that removes it will charge me any price he wants from $30.00 to whatever. I have had nothing but rudeness and no cooperation from HughesNet . If is fair that I have free installation but must pay to remove their equipment that does not work and has not work from day 1? I called the installer on the 20th of November and I am still waiting patiently for him to return my call.Desired Settlement: I would like for HughesNet to come to my house and remove their equipment and not charge me. P.S. My roof is 1 year old and I hope that they remove the dish and fix my 1 year old roof so it will not leak. I want them to take the dish etc., that they installed with them.

Business

Response:

December 4, 2013

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear **. [redacted]:

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

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s account was activated on November 19, 2013 and requested to cancel his service on November 22, 2013.

Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the first month’s service in the amount of $61.28 and that amount has been refunded to the card on file. In addition we have provided a complimentary dispatch to deinstall the radio from the dish so that his equipment can be returned to avoid unreturned equipment charges. Hughes doesn’t require the dish to be returned and isn’t responsible for removing the dish from the roof, unfortunately if **. [redacted] would like to have the dish removed it would have to be at his expense and he would have to discard it.

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: Upon calling the Hughes net service, not once, but twice, I was told that they would give me a credit for my old equipment that I had purchased previously. I was guaranteed, numerous times, that if, in fact the equipment was in good condition, I would be given up to a $200 credit, and that my total installation would not be more than $150.00. I went over this in great detail with the company, as this is all of the funding I had to purchase this equipment. After calling the compnay and speaking with a supervisor, at length, she would not give me the credit's I was promised, and offered me a $50.00 credit. Which still left the equipment/install at almost $300.00. They say their calles are moniotored, I urged her to pull the call, and listen to what the salesman had told me; she agreed she would, and her employer would be 'counseled'. I said, well what about what I was promised? She again refused to give me what I was told just the night before.Desired Settlement: I want the full refund of what I was promised. I was told the installation would be under $150.00, and it was in fact, $289.00, I want the difference paid to ME, in cash, not a CREDIT.

Business

Response:

December 13, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on December 5, 2013.

Regarding **. [redacted]’s request to be credited for her previously purchased equipment on an old account, Hughes’ subscriber agreement contains specific language that states service must be cancelled within 30 days to be eligible for a return credit. “If you cancel within 30 days of activation, no service termination fees will be charged, but you will not receive any refund for installation charges, or other fees. You may return your HughesNet modem, power supply, and radio for a $200 refund. All equipment must be received in good condition within 45 days of termination in order to receive this refund.”

In light of the difficulties **. [redacted] experienced with our service, our call center credited her account in the amount of $150.00 as a courtesy. In addition, we have issued another credit of $100.00 to her account on December 13, 2013. Currently there is a credit balance of $100.00 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,

Executive Customer Support

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

[email protected]

Review: I was looking for Internet that would suit my family and me, and because I was familiar with the reputation of all dish companies (they make their money from new customers, not existing customers, so all they care about is getting you locked into a contract and gettin the money from installation and equipment fees) I made sure I repeatedly asked if the plans available would suit my Internet needs. I was assured they would. Long story short, after initial set-up, they didn't come on the day they scheduled installation and then tried blaming the local company that did the installations (the guy that scheduled the date was from headquarters and told me Saturday, but when I talked to the local company, they said they received the info for Sunday). When I called and complained about the mix-up, a man at barely spoke English told me he was giving me a $50 credit for the inconvenience, which I never received. After a few days, we had already used up the allowed data, so I called and complained to another woman, clearly not living in the U.S., after being transferred several times. I told her the proble** I was experiencing and when I threatened to cancel (I still had three weeks to do so without being charged a fee), my data allowance was fully restored before my eyes. I asked her if she did something to make my meter go back up and she told me she didn't. She did. Since I've been locked into my contract, my Internet has slowed way down and I supposedly use 20 Gb of data in two days. Of course, they give you the option to buy tokens for $5.00/ea, but I'm already paying $130/mo.! And although a token supposedly buys you 2 Gb, it see** to go way faster than it should. I've seen on their questions and comments page that tons of people are having this problem. Their sales team is misleading customers, doing what they have to in order to get customers locked into their contract, and then they [redacted] them out of a bunch of money. I paid $300 for installation and although I was assured their $65 plan would suit me, I'm now upto thierry highest plan and the speeds and overall service is still horrible. Not to mention, I never received my rebate and had to order a different modem because they blamed the slow Internet on the first one I had...there's no difference. At the very least, I want out of my contract without having to pay a cancellation fee, and I want them to come pick up the dish that's hanging on my porch. Thank you!!Desired Settlement: *$50 credit I was promised

*To be released from my contract, since they were misleading about the product they were selling.

*installation refund

*Removal and pick-up of equipment.

Business

Response:

January 9, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 30, 2013, 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 sale and data limits of her HughesNet service, 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 November 17, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s service was performing within acceptable parameters, but she continued to be dissatisfied with her service. **. [redacted] had ordered her service through a third party sales source, [redacted] LLC (**).

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet

access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Consequently, we believe that we have a contractual right to assess these termination and service fees. But, Hughes values **. [redacted]

as a new customer and we wish to retain her business. To that end, Hughes would like to offer the assistance of our advanced technical support, to work with **. [redacted] to hopefully resolve her data usage issues. As an executive courtesy, Hughes issued a $30.00

off 3 month service credit to **. [redacted]’s account, and a service refund in the amount of $246.27, plus $131.00 in tokens on January 7, 2013. Nevertheless, considering her overall experience, Hughes has agreed to waive the early termination fee should **. [redacted] decide to cancel her service.

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: When my wife signed up for HughesNet satellite internet service she asked if we would be able to stream [redacted]. She was assured that we would be able to stream [redacted]. It has turned out the the service is completely inadequate for regular streaming and that adding "gigs" will not solve the problem. Furthermore, half of the data from the service is avalable only late at night and very early in the morning - useless to us. The service we are recieving is not what we signed up for and is not even working reliably for our internet use. When we asked to be released from our contract we were told that our trial period was over (just a very few days before) and that we'd have to pay $400 to be released from our 2-year contract. My wife agreed to the contract ONLY becuse she was assured that the service would meet our needs. Unfortunately if falls woefully short. We are very disappointed with HughesNet and feel that we should be released from our contract with no penalty and that the company should buy back the equipment for which we have no use. I think [redacted] signed up for the service toward the middle of November. We have questioned the service a couple of times and with the rush of the holidays and company were distracted from following up. I called their service center to complain about three days ago and [redacted] called as well since she's the one on the contract and they wouldn't tell me anything else.Desired Settlement: As mentioned above, we feel that we should be released from our contract with no penalty and that HughesNet should buy back the equipment that is of no use to us.

Business

Response:

January 17, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated January 5, 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 Gen4 service and data limits of the HughesNet service.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’ account was first activated on November 15, 2013. **. [redacted] contacted our technical support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’ service was performing within acceptable parameters, but **. [redacted] had exceeded the data limits of her service.

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her HughesNet service. **. [redacted] explains she was not informed of the full data limits during her sales call, through a third party vendor, [redacted] (RA).

PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Hughes values **. [redacted] as a new customer and we wish to retain her business. To that end, Hughes has offered the assistance of our advanced technical support, or a free session with Home Technical Support, to work with **. [redacted] to hopefully resolve her data usage issues. As an executive courtesy, Hughes issued a one month service credit to **. [redacted]’ account in the amount of $39.99 on January 13, 2014. Hughes upgraded **. [redacted]’ service plan with a $30.00 discount for 12 months. Hughes will continue to monitor the performance of **. [redacted]’ service and is committed to working with **. [redacted] to reach a resolution. Should **. [redacted] remain dissatisfied with the performance of her service, Hughes stands ready to cancel the account without penalty.

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: When signing up with a cable provider I was referred to Hughes net as a cable provider. When I began the process of setting up internet with them, it was not explained how the services worked. Then when the technician came by and set up the internet, he just had me sign on his smartphone and just as fast he was gone. He did not explain anything to me, not how the internet service works nor did he leave a name, contact number nor did he leave me a number in case I had a problem. I spoke with a representative to cancel service which they told me there would be a $400 cancellation fee. They also informed me that I had to go on my roof and retrieve all their equipment. They did give me the option of asking for a technician to come out but that would cost me an additional $100!! I explained to them that it was their responsibility to come and get their equipment and not mine. I also gave them a scenario about me getting hurt and them being responsible for making me take the equipment down. They didn't care. On top of it all, I elected to take my credit card off their system and get paper billing so that they didn't take an excess of money from my account and to my surprise there was a $5 invoice fee. It seems as though they charge for every little thing.Desired Settlement: I would very much like to settle my final bill without having to pay anything out of pocket. I don't believe I should have to pay a cancellation fee after only 2 months of services, services which I was not fully informed about. I was not informed about a 30 day trial (which by the way is pointless because it wasn't until after that timeframe that I had the problems.) I would like the $400 early termination fee waived, I also would like to have a technician come out and take their equipment without me being charged for it. I will pay my final month but not a penny more.

Business

Response:

February 25, 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 contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that **. [redacted]’s service was activated on November 11, 2013. On January 13, 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 her account representing the early termination fee. In addition, we have waived the last month of service bringing the balance to $0.00. We informed **. [redacted] of our decision on February 25, 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,

Executive Customer Support

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

[email protected]

Review: Equipment upgrade failedTechnical support stated that would be placed and priority list and would be contacted within a couple of days
HN account [redacted]
Wednesday, January 8, equipment was upgradedWe were promised internet service would be at least times faster than previously had
No problems that night; however, next time service was spotty and extremely slowFriday service all day but slowSaturday - no serviceFirst call to HN seemed to correct the issue (was on phone more than hour)Case number provided [redacted]
However, within minutes was not working againAfter another lengthy conversation (more than hour) was told modem was not communicating properly to satellite and technician would need to returnPromised would be placed as Priority and someone would call within daysStated that no fee for call and would be credited any time no serviceCase number [redacted] Wednesday, January 15, - still no word from HN or technician so called yet againAutomated service stated technician not assignedSpoke with [redacted] (?) who told me I had to call distributor and technician, to which I said absolutely not - NOT our responsibilityI asked to speak with a manager; said she would see what she could do for me then put me on holdI was then disconnectedThis was after approximately minutes
Called again and spoke with [redacted]After reviewing the entire situation with her yet again, he said that she would contact the distributor (Perfect10) and placed me on holdShe came back and same she left a message as no-one answeredProvided her with my cell phone number as she stated she would call me back within minutesApproximately hours later, received call from [redacted] who said that she spoke with Perfectand the dealer would contact me the same afternoon to set up/verify appointmentReference number [redacted]
No one called that afternoon as promisedThursday, January 16, called HN yet once againAutomated service said tech was scheduled but not assignedHN representative [redacted]? Told him I refused to repeat the entire situation again; I was on hold while he reviewed the notesWhen he returned I demanded to speak with a managerHe put me on hold for minutes then stated he was transferring me to his supervisor; I was then placed on holdAfter minutes, I used my cell phone to call HN on another line (while still on hold)Once went through automated process, spoke with [redacted]I told him I needed to speak with a manager immediately! After about minutes, I spoke with [redacted], Floor SupervisorStated he would contact distributor to see what problem was and gave me phone number to the dealer ([redacted])Told him I wanted some kind of compensation from HN for the countless hours on the phone, and the frustration of extremely poor customer serviceAsked for a direct number to reach him; stated he couldn't give me thatCase #[redacted]
About minutes later received message from [redacted] stating he spoke with dealer and we are scheduled for appointment Saturday, January Stated that as far as compensation went he could credit us back for time without service (only after I call yet once again to indicate when problem was corrected), and could give me additional $off bill for next monthsReally - $30! That is all?? That is not acceptable for the countless number of hours dealing with this situation.Desired Settlement: In addition to a credit for length of time without service, it is not unreasonable to request a partial refund for the purchase of equipment or application of the discounted billing rate for a period of no less than months
Business
Response:
February 4,
**[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, we contacted **[redacted] to resolve the outstanding matterIt is our understanding that the [redacted] has some concerns regarding her service
At the time **[redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ 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.”
While Hughes makes every effort to disclose our benefits and limitations, Hughes understands the [redacted]’s frustration and concernAs a result, Hughes has applied a one-month service credit to their account in the amount of $We value the [redacted]’s as a customerAccordingly, we are in the process of reviewing the[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 as well as web responsiveness test to fully evaluate the parameters at which her service is operatingWe notified **[redacted] of our actions on February 3, and are awaiting a return call
We sincerely regret any inconvenience that **[redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration
Very truly yours,
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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because:
Huges Net did NOT disclose limitations of service when the order was placedWe are specifically told that our service would be times faster that what we had at that timeWhen I called about an upgrade, I explained that we had two laptops and [redacted]s that would be using the service, what we would be using it for and that I needed to log in remotely to workI have been unable to do so because the service is so horrible
In addition, we were told that the equipment cost would be $We have since received the [redacted] statement reflecting a charge of $THIS IS NOT ACCEPTABLE! We are requesting the additional $be refunded to us, as it was not the price quoted as the cost of equipment
Since **[redacted] called on February 3rd, we have left messages but have not been contacted sinceThat was over one week agoThe customer service of this company gets worse and worseThis is absolutely the worse experience I have ever had with customer service, and I will be sharing our experience with everyone I know
We are being held hostage by this company as due to our location we have very limited options for internet serviceI will continue to look for service with other companies and will absolutely change once we can get service with someone else
Regards,
Business
Response:
March 5,
**[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 the [redacted]’s has some additional concerns regarding their account
After further review, **[redacted] would need to visit http://my.hughesnet.com/ to set up her billing account to see her invoices successfullyIf **[redacted] needs additional assistance she would need to contact our billing department directly ###-###-####
We sincerely regret any inconvenience that the [redacted]’s 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 consideration
Very truly yours,
Executive Customer Support
###-###-####
[email protected]

Review: We signed a 2 yr. contract w/ HughesNet in October 2013. After experiencing slow speed a month into service, we contacted customer service and service was upgraded (at an increase in price). This worked for a while, then again we were experiencing extremely slow connection. We contacted customer service and were told that we needed to purchase tokens after using our allotted monthly usage. We were not told at the time of installation that the service was NOT unlimited usage and that we would be subject to more costs. We would like to get out of the contract for this reason, but will incur a $300+ charge to do so. The billing also is an issue. The monthly charge can be put on a credit card or debited to a checking account. I opted for the debit to our checking account. However, the payment is automatically drafted each month by HughesNet and I would prefer to control the payment myself. I was told that is NOT an option. All in all, we are very unsatisfied w/ HughesNet and would like to get out of our contract.Desired Settlement: Get out of contract without penalty.

Business

Response:

March 12, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Complaint ID [redacted]

Dear [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 October 21, 2013. Please be advised that per Hughes’ subscriber agreement, all customers can cancel within the first 30 days of service without penalty.

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. If **. [redacted] wishes to cancel his service we can waive half of the early termination fee.

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

Very truly yours,

Executive Customer Support

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

[email protected]