Hughes Network Systems

Review: I initially tried a "30 Day risk free" trial of Hughes's service. After realizing the service wasn't right for me as it would not run a VOIP phone as Hughes Network promised I cancelled within the first 2 weeks. They promptly sent me a box to return their ite** and I did such. Roughly a half year later they charged my account twice. Once for $106.50 and another time $213. I called ###-###-#### and after 45 mins Thanksgiving night, someone from the Philippines gave me a reference number ([redacted]) and they indeed received the ite** (Modem, Cord, Satellite Piece) and I would get a refund but I would have to call back in the morning to speak with the "Advanced Billing Department" which opens at 9am. After I called again, someone from Texas informed me they have no records of the ite** being returned and demanded a USPS tracking number. I informed them its be HALF A YEAR! The Supervisor agreed its been a long time and that she herself wouldn't have kept a tracking number that long. I asked if the tracking number was just part of a scam and in fact they know they have the returned ite**.Desired Settlement: The best outcome would be to get $430.92 returned, comprised of $111.42 Return of "risk free" payment (4/24/13) + Unauthorized Charge $106.50 (9/23/13) + Unauthorized Charge $213 (11/26/13)

If not, 2nd best would be $324.42 the return of both unauthorized charges.

Business

Response:

December 9, 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 account was activated on April 123, 2013 and requested to cancel her service on May 14, 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. Hughes’ subscriber agreement contains specific language that states customers must return their equipment.

“If you cancel within 30 days of activation: No Service Termination Fees will be charged. You must return your HughesNet modem, radio, and power supply within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).”

We have provided a complimentary dispatch to deinstall the radio from the dish so that her equipment can be returned to avoid unreturned equipment charges. Our records indicate that an order has been created to have a box and prepaid label sent to her. Once **. [redacted] sends her equipment back we will refund the unreturned equipment 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,

[redacted]. [redacted]

Executive Customer Support

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

[email protected]

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I have phoned [redacted] as well during normal business hours and his phone continually rang. As far as what was returned, everything I could return was (without going on my roof) and to ask me for a confirmation code so long after I originally sent it back is unprofessional. However they did have someone come out to retrieve the satellite radio from the roof. They wouldn't credit me the $213 dollars but rather made more hoops for me to jump through. Today I called customer support and had them send a box so I can return the radio.

Review: On September 30, 2014, I returned my satellite equipment from my time with them (I was only a customer for 2mos only due to poor service). Prior to mailing, I contacted Hughes for instructions on how the refund would be processed. They stated that as soon as the equipment was received that payment would be processed, since they debited my account for failure to return the equipment in it's entirety. I have confirmation of mailing receipts from [redacted] and I also faxed a copy to Hughes to further expedite my claim. I sent a follow up email inquiring on my payment on Tuesday, October 28, 2014 and according to the gentleman on the line, he was not showing the payment. This is a continous thing with Hughes Network, they are very quick to debit my account, but I follow the rules and now I am given the run around getting my money back from them. I no longer want to talk to them because I feel like they are liars and I never get a straight answer.

I know my package was delivered and I used the address provided by them. The shipping order was #[redacted]Desired Settlement: sent overnight

Business

Response:

November 13, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, 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 April 19, 2014 and requested to cancel her service on May 15, 2014. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Relative to [redacted]’s concern of not receiving a refund for being charged for the unreturned equipment, our records indicate that [redacted] was actually charged $216.50 as opposed to the $230.00 mentioned in the letter. We have issued a credit in the amount of $216.50 and that amount has been refunded to the card on file as of November 13, 2014. [redacted] can expect to see the refund within 24-72 hours depending on her financial institution. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your assistance with this matter.

Regards,

Review: Not sure if I chose the correct Nature of complaint. In June of 2012 I tried to cancer and terminate my service with Hughes Net due to I was moving from the residence where I was using there service to and area where I would no longer need their service. The sales person at the time after several attempts by me to terminate, convinced me to put the service on a 6 month hold. During this time I accumulated a credit balance of $341.65. At the end of the 6 months without notice they began billing me and used up the credit balance. I was hospitalized during this period of time and therefore did not notice the billing. When I tried to call and dispute this and finally terminate the services, I was met with them trying to tack on addition charges and continue to bill me for time that I was not using their equipment. To top it off they required me to go back the the property that I no longer own and dismantle their equipment to send it back to them. this is after I have been a loyal customer of theirs for 11 years. This does not appear to be acceptable business practices.Desired Settlement: I wish to have my balance zeroed out since they have already taken the credit balance I had accumulated. They will no longer contact me.

Business

Response:

March 11, 2013

Review: I had been a long-time HN customer, and drafted my payment for more than 2 years. Never late, never a problem. One weekend, HN cancelled my service and demanded I pay AGAIN. I had just switched the month to paper billing. I explained to the CSRs and Manager via phone. They refused to reactivate my service although I had an active and current paid account. I talked on several different occasions for a resolve. No one was willing to help me. I was left to cancel my service. I knew I owed for 2 days of service, and because I was on paper billing, the company should have sent me a paper bill. They did not send me a paper bill, instead, they used a collection agency to collect $11.93. I wrote the collection company back to tell them HughesNet never even sent me a final bill, and that I would not pay a bill from the collection agency until HughesNet sent me a bill. The collection company sent me an itemized bill (still not clear what was $11.93). I paid the amount, wrote HughesNet a letter and copied the collection agency that 1) amount paid with copy of check, and 2) I would be reporting HN to the Revdex.com, and other government agency for HN poor billing practices and unethical business tactics.Desired Settlement: As I told the collection agency, I expect to have this removed from my credit history and I want a signed and dated letter from HughesNet and or the collection agency clearing me of debt collections/credit history issues. The debt collection agency is as follows: [redacted]

Business

Response:

March 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 March 8, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with [redacted] to date. Consequently, we are unable to determine if [redacted]’ concerns have been fully addressed.

We would like to request additional methods for us to reach [redacted]. Please provide a different phone number where she can be reached and/or email address. Our records indicate that [redacted]’ account was activated on August 5, 2010.

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

Sincerely,

Office of Executive Support

Consumer

Response:

[may I please say Hughes Net attempts to call me however I respectfully requested a written statement from HughesNet. I await a written statement. Regards, [redacted]

Review: monthly charges higher than represented.

On 1-23-2013,I contacted HughsNet for internet service,I was told by the rep.,there was no instalation fee,the amount per month would be 50.00.As of this date 03-15-2013,I had not received any bill or correspandance from HughsNet,I called costumer service,was informed I was on automatic pay,I asked if I could be billed with monthly paper billing, respnnse was yes,with $5.00 per month addditional fee,go figure, I agreed asked what my previous bills were they stated,[redacted] stated $100.45,his explanation for increased amount was I did not summit rebate,I am not sure if this was brought uo in original conversation,he then trans ferred me over to [redacted] case #[redacted]2,he directed my son [redacted] to a web sight, for rebate,and billing,the question to higher billing in Jan.was never really resolved other than to print out rebate,and mail that in,I informed him I did not own printer was instructed to go to local [redacted] coffee shop and use their internet,I informed our small town [redacted] does not have such,he said I could go anywhere.He also told my son that after March billing my service would go up to $75.00 per month,this was not told to me at time of sign up,he said the $50.00 per month was only promotional,I was not aware of this,[redacted] said,they had complaints that costumers were not aware of all policies from rep., who sign costumers up,he said he would connect me to that department and I would be able to liten to the recorded conversation,during the redirecting process I was disconnected.Desired Settlement: All I am asking is that my monthly bill from HugesNet be as I was told it would be $50.00 per month.

Business

Response:

April 1, 2013

Review: 1. I had Hughes Net satellite internet service installed in November of 2012. The offer in which it was installed under was: if the service was canceled in less than 30 days I would not be charged for any equipment and installation fees. I canceled the service within a few days of installation. The salesman who sold me the service was altogether misleading.

2. I was contacted by Hughes Net by telephone and was told to return their equipment. I explained to them that I would be unable to return their satellite dish and the radio transmitter because it was installed on my roof and I am disabled. During this conversation I was told that it would probably not be necessary to return the radio transmitter, just the modem and the power cord which I did.

The customer service representative was misleading.

3. I was contacted again by Hughes Net customer service and told to return the radio transmitter and told I would be fined if I did not. I explained to them that I was handicapped and could not do this. Hughes Net customer service offered to send a technician to retrieve the transmitter at a cost of $100 to me. This was in violation of the original agreement. That I would not be charged anything if I canceled the service within 30 days. I told them no do not send a technician. My monthly disability payment would barely cover my monthly bills and utilities.

4. With assistance I had the radio transmitter removed from the removed the roof and contacted Hughes Net customer service and told them I would like to return the radio transmitter. Hughes Net customer service told me they would be sending me a box with a return shipping label.

The customer service representative was misleading.

5. Soon afterward I received a phone call from a collection agency demanding money for the unreturned device. I told them it is too expensive. I contacted Hughes Net customer service and they told me not to expect a return shipping label and to pay for the shipping myself. I inquired why they keep lying to me? Every time I contact them they tell me something different that makes no sense. Needless to say I am having difficulty returning their piece of equipment. It is big and heavy will cost a lot of postage to ship. Their collection agency has been calling me repeatedly harassing me to return their piece of equipment which I have been unable to afford to do so far. The collection agency told me that I only have a limited amount of time to return the device before Hughes Net did not want it back.

6. This company Hughes Net has misrepresented and misled me nearly every time I have spoken with them and I cannot afford to ship their product back to them at this time and I want them to remove the charges they have sent to collection. This was rapidly send to collection.

7. I would also like to express my outrage against this company and it’s unethical customer service as well it’s hollow promises.Desired Settlement: I need to return the Hughes Net radio transmitter device and have the charges removed from the collection agency. I either need Hughes Net to send me a return postage label for returning their product otherwise I need more time from Hughes Net and their collection agency to return their device.

I would also like to express my outrage against this company and it’s unethical customer service as well it’s hollow promises.

Business

Response:

April 2, 2013

Review: I tried to cancel my hughesnet service because it doesnt work right and they wont let me do it- they say that I am not the account holder that my husband is and he has to turn it off. This account was put in my name, I called, gave them my social security number and my information- never once mentioned my husband, never authorized him to be on the account and never gave his information to HughesNet. The bill comes in my name, not my husbands. I just want to cancel the service but they wont let me until they talk to my husband. I could have him call but this is not right- THEY DID NOT HAVE AUTHORIZATION TO ADD HIM TO THE ACCOUNT and I want this service cancelled now.

Product_Or_Service: Satellite Internet

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

I want my service turned off without hassle and want the billing to be stopped as of today 03/26/13.

Business

Response:

April 30, 2013

Review: I started service with them and they told me my bill will be 59.99 and I notice on my bank statement they was taking out 79.99 and I told them I can't afford that a month and I wanted the 59.99 that I can afford and they got smart with me and I told them to stop my service and they did in feb. 2013 and the end of march they took 90.00 out and the first of apirl they took 390.91 and i'm disabled and didn't give them promission to take any thing out of my ssd money and with this I couldn't pay my rentDesired Settlement: all together they owe me 480.91 and I couldn't pay my rent and I might get kicked out of my house i'm renting and I have been here almost five years

Business

Response:

April 29, 2013

Review: I contacted HughesNet Monday, April 29 2013 to inquire about their satellite internet service (I moved two days prior). The sales representative ([redacted] or [redacted] or something similar) told me the price would be $299 and I had 30 days "no-risk" to cancel and that if I did all my money paid would be refunded. After confirming the price and the 30 no-risk cancellation period I agreed to have the service installed.

Wednesday, May 1 2013, the technician arrived and installed the satellite and other equipment. He said he was not allowed to hook up any of our PCs to test the system, but he showed my wife a few search results on his personal device. Since I was not home, he then told my wife she had to sign my name and initials on the install forms. She said she didn't want to sign my name, but he again told her she had to or the install process would not be completed.

About an hour later, I got home from work and tried two seperate devices with the service - neither worked. I restarted the router and was able to get fragments of web pages to load, but nothing usable (unformatted text would appear on the screen, but no images or styles or anything else). I then contacted their technical support line. They had me restart the router again and did some diagnostics on their end and said nothing was reporting problems. After 30 minutes on the phone with them, I was able to load a single page (yahoo.com, and it took 4 minutes). At that point, the service technician told me she "could downgrade my plan to a slower speed since that may increase performance". I responded that that was unacceptable, as the problem was no service, not slow service (and I still don't understand how a slower speed would speed things up?). I asked to be transferred to customer service to either have the system fixed, or to have the service cancelled and my money refunded.

After being transferred, the customer service representative "[redacted]", offered to send out another technician free of charge, give me a month free service and extend the cancellation window from 30 days to 60 days. This sounded good to me, but I first verified with him that if I cancelled on day 31 that the $299 I paid would be refunded. He then told me the charges were $399 and not $299 and that they would only refund a maximum of $199 and only if I removed the equipment myself and returned it "to a location they would provide". When I told him that both the price charged, the amount refunded and the fact I had to remove the equipment myself was not what I was told Monday, he responded saying it "wasn't his problem to solve since the representative I talked to should have told me". I then asked to talk with a supervisor and was denied. I then asked for the corporate office and was told "we don't have one". I then asked for the human resources department and was again told "we don't have one". Finally I was able to get the phone number of the company that did the installation (I contacted them afterwards and received no response). With no other resolution possible, I ended the phone call.Desired Settlement: I would like to have the charges cancelled (they have not appeared on my credit card yet, and I have notified [redacted] of the situation in case they do) and the equipment removed from my house at no charge to me. Since the service never worked (and they were notified withing hours of the install) I don't feel I should have to pay the charges they refuse to cancel/refund (especially since they are $100 more than they told me they would be!) nor pay someone to remove the equipment.

Business

Response:

May 14, 2013

Review: My internet goes out every month if not 2 or 3 times a month. The Tech support keeps telling me that they cannot fix it unless I am at my computer. I work all day long and this is not possible many times. They fixed it from where they were this time after I put a complaint in to you. Its getting to the point I have to use my wireless more than satelite. This begs the question "why do I have this?"Desired Settlement: That I could be released from my contract and get my deposit back for the equiptment.

Business

Response:

May 15, 2013

Review: I purchase satellite internet services through HughesNet and suffer from EXTREMELY SLOW internet access that OFTEN TIMES gets Timeout Connection Failures as well as UPSTREAM ACCELERATION FAILURES... I MUST have contacted the HughesNet people over these issues 10 times or more by now. This service requires that I sign a two year contract. I am not getting the service that was agreed to in the contract... Please also let me know the date that my contract expires with HughesNet? I just cannot believe the slow service they provide..Desired Settlement: Faster Internet Service Fewer Timeouts and Dates that Contract with HughesNet Expires For Internet Service?

Business

Response:

May 31, 2013

Review: I've had HughesNet Satellite Internet Service for just over 2 years, in which the service as been "intermittent" at best during that time frame. However, the system failed permanently on Thursday, 6 JUN 13. After contacting HughesNet support and several tests were accomplished, I was informed that a technician would need to come to my site and physically adjust the dish. They scheduled the technician for Friday, 7 JUN 13 between the hours of 11 AM and 3 PM. I had to take off work to meet these requirements. Unfortunately, as of 4 PM, no-one showed up. I contacted HughesNet once again to inform them of this and after they called the technician, informed me that the technician stated he called my cell phone although I had no missed calls nor does this evidence appear on my cell phone records. I was then informed that the technician would once again call that evening after all routes were completed. Once again, I received no call. After calling HughesNet for the 3rd time, I was informed that the technician would call Monday, 10 JUN 13, by 6 PM. It is now Tuesday, 11 JUN 13, at 10 AM and I've still received no call. With this, my contact has already ended with HugheNet and I will be placing a block on my credit card that's associated with this account. Unfortunately, this does not remedy my Internet service issues nor pay for my time away from work while awaiting the scheduled technician.Desired Settlement: Payment for $164.42 (4 hours of current wages at $41.10 per hour)

Business

Response:

June 25, 2013

Review: I have complained about the internet service provided for months and months. In the past, we have received discounts for the service. On July 6th, 2013, my husband called once again about the service NOT working. After going through several steps to determine the satellite was working properly, the customer service representative apologized for the inconvenience. He offered a monthly monetary discount, in which my husband asked for more. He asked his manager for approval for $20 off for 5 months. We received a confirmation number as 36914939. We were satisfied with the results. Well, the bill came due and I tired to log on the same way I had been paying the bill for months. I kept getting webpage is unavailable for weeks....I realized the bill was due and would be late so I finally broke down and called customer service again on 7/17/13 to get into the site just to pay our bill. I spoke with [redacted] around 11:15am on 7/17 and was notified that we HAD to log into the new site. She directed me by phone on how to do it. IT would NOT log in with our information (username and password). So [redacted] redid our information. She apologized for the inconvenience (which we hear a lot) and gave us a $5 off discount for 5 months! So now this should be $25 bucks off. I finally logged on, to see a full priced bill. I figured it would take a month to adjust the bill so I was just going to pay it. This website would NOT let me pay my bill unless I put in a payment type! SO I put in a payment type. NOW, July 23rd, I have TWO payments withdrawal from my account. Problem. One wasn't due yet and SHOULD have been discounted...It is due August 15th, 2013. [redacted], my husband, called to get this cleared up. He started out by speaking to a customer service rep that he did not get her name. She informed him that we were enrolled in automatical withdrawal for awhile now (I've been paying my bill for roughly 6 months now) and because we were late it charge for it (their explanation). (Why would it be late if it was automatically withdraw?) Now I didn't put in that particular account number in until I pay the bill which was late because we couldn't log on. He requested the extra payment that wasn't due until August 15th be given back because we never signed up for automatic withdraw. He was transferred to a manager, [redacted] employee # [redacted]. From this point, it goes down hill. We were told that she didn't see the discounts. He gave her the confirmation # and she said she saw the $5 discount but no $20 one. So my husband gave her the number again in which she said she saw a $10 one. Then as the conversation went on, she finally admitted to the $20 dollars. THEN when we asked about getting our $69.37 back since the bill wasn't due yet or discounted, she said it wasn't possible. He asked why it wasn't discounted and she said it "must have been a miscommunication". He asked how did we get on automatic withdraw because we never signed up and apparently if you put a CC# in their website it signs you up. BUT remember, I tried to pay the bill and it wasn't possible without putting a payment type in. She informed him she would take us off the automatic withdraw. (I pay multiple bills monthly and store my CC#. They do not automatically withdraw from my acct just because it's stored.) So he asked how we were able to pay our bill if we couldn't through that site. At this point, since I handle the bills, I started speaking with [redacted]. She walked me through the way to pay my bill, which is a totally DIFFERENT way (we probably now have been walked through at least 4 times ways to pay a bill). And as she was walking me through, and I clicked on the link. OF course, I got "Webpage is not available". At this point, she said she could transfer us to the tech team to figure out why it wasn't working. (It's always implied something is wrong with our end. She asked about what browser I use.) I had to get off the phone. I informed her I will be cancelling my service once I get my internet to work and make a complain with Revdex.com. She said nothing. I will be cancelling service.Desired Settlement: We have [redacted] phone, [redacted] but yet when we call these companies they do not offer internet because they bundle with HughesNet. I feel it's a monopoly on internet out here and wish they would release us from it. We will not pay for service with HughesNet any longer. I would like an explanation as to why [redacted] or [redacted] can't provide us satellite internet out here when HughesNet can? A real detail explanation.

Business

Response:

August 2, 2013

Review: I cancelled my service on 7/4/13. I informed Hughes Net that I was being forced to move and that my new rental did not allow a dish on the property. They said they would waive the cancellation fee and my service would expire on 7/4. Given the reputation of Hughes Net I asked the representative just before hanging up "I do not owe anything, right?" Her response was "No. Your balance is $0.00". I ended up getting a $400.00 cancellation charge to my credit card on 7/4. I had to file a dispute with my credit card, called Hughes Net and did eventually get a credit applied to my card. A week and a half ago I get an email that my monthly payment of $300.00 was declined and this is what I owe. I once again called Hughes Net and after yet another lengthy call the representative said "Your right. Your balance is $0.00". Today I receive a letter in the mail that I once again owe $300.00. It was also addressed to my former address after I have already given Hughes Net my new address. This has become pure harassment.Desired Settlement: I need my balance to be $0.00 which I have been told several times. I also want a letter that my service stopped on 7/4/13, my balance is $0.00 and stop the harassment.

Business

Response:

August 23, 2013

Review: 8/8/13

To whom it may concern:

Yesterday I began to sign up with internet provider HughesNet, until they said my Social Security number “has no credit” on it and asked for somebody else’s Social Security number to “apply their credit to (mine)” so I could get the promotions they were offering. When I asked what Social Security numbers had to do with credit, they said they couldn’t go into specifics, but again requested someone else’s Social Security number. I said forget about it, hung up, and phoned my bank to cancel my debit card, whose number I had given them.

I talked with a woman named [redacted]. No last name, but at ###-###-#### (out of [redacted] MD), you can ask for her. Either she personally or the whole company was trying to scam me. Who legitimate asks for a Social Security number?

Via phone call locally, I learned HughesNet has an A+ rating with you, but has 2,276 complaints lodged against them.

I’d appreciate any feedback on what, if anything, the company or [redacted] is trying to pull, and taking any legal action necessary.

Thank you for your attention.

Sincerely,Desired Settlement: see Attached document

Business

Response:

September 3, 2013

Review: When I originally signed up with Hughes Net, I was on a plan for 10 mgs for $59.95 per month. After I refused to accept the Gen 4 update, my download went to, and are currently, 1000 KBS!!! The company refuses to refund my fee $84.20 for this month. They are additionally going to charge me $100 to remove the radio transmitter, but I cannot have that done until I call on September 15. I have discontinued the service as of today, and have gone with another provider. They have tried on numerous occasion, even today, to sell me on the Gen 4, but I had already noticed a drop in service and was soon to be out of my contract. They could not guarantee that I would be able to access [redacted] with the new Gen 4. This website is crucial for my business, and hasn't been accessible from signing the contract. This is down right fraud!!! They, without notice, started to systematically lower my download speed to get me to upgrade to Gen 4 and another 24 month contract. They have monetarily hurt my business, which I do from home, because of this drastic drop in speed and excessive connectivity issues.Desired Settlement: I deserve an immediate refund for the months since Gen 4 came online and my service plan was changed from 10 mgs to 1 mgs WITHOUT MY CONSENT! I'll will dismiss the monetary damages to my company, approximately $1350, if they will issue an immediate refund for 11 months of service. I called in November, December, January, and March with No Browse Issue according to Customer Service. I am painfully aware that I also stated speed with these calls.

Business

Response:

August 30, 2013

Review: Cannot contact department to have service ended and pay my disconnect fee. Phone conversation is always disconnected. This has happened 6 times.

All representatives of this company that I have spoken with are not in the United States. When you explain that you wish to cancel your contract and pay the $300.00 early disconnect fee they tell you that they need to transfer you to that department. I have been thru this 6 times. When they try to transfer you the phone line disconnects and you have lost the call. I have also emailed this company and explained what is happening. They say that they only have one number for all calls which is ###-###-#### and that you cannot contact the disconnect department directly you have to be transferred. This is totally crazy.Desired Settlement: They will need to connect me and take payment for the early disconnect fee of $300.00 and tell me how to return the equipment.

Business

Response:

October

3, 2013

Review: They say I owe 400.00 on a cancelled contract they I never signed and the services never worked at my home, had services on paper July 19-Sept 3, 2013

Called 6 times telling them the services never workedDesired Settlement: credit the account the 400.00

Business

Response:

October 9,

2013

Review: Poor customer service. Incompetent technician and repeatedly disconnected when I tried to get help. Lied to by reps.

On 08/04/13 I arranged to have internet installed and was told I could try it out for 30 days without penalty. On 08/13/13, [redacted] came to my house to install internet service. I have an Apple Computer and he had no knowledge of how to even turn on the computer. He could not get the internet installed and instead installed it on my laptop. However, the service did not work. That same evening I called Technical Service and requested they send another tech to install on my Apple computer. I was told I would have to pay so I chose to cancel the service. My case # was [redacted] and I was told to call back to cancel. On 08/14/13 I called customer service to cancel. I was given a new case #[redacted] and transferred to "management." The phone line was disconnected so I called again. This time I was told a tech could be sent at no cost to me and I would get additional data. I agreed to these terms and I was transferred to "HomeTech" but the line was disconnected before I could speak with anyone. On 08/14/13 my credit card was charged for $64.45. On 08/16/13 I called to request cancellation of the internet and refund of my $61.45. I was given a third case #: [redacted] and transferred to "Accounts." The phone line was disconnected; I called back. I asked for the phone # to Accounts or Management because I kept being disconnected. The rep said that # couldn't be given out and transferred me. I spoke with "[redacted]" who assured me the internet service would be cancelled and my account would be credited $61.45. He said I may not see the credit immediately due to delays on the part of my bank. My cancelations # was [redacted]. I was also told I needed to return all the equipment (i.e., modem unit, power supply and radio transmitter from the dish) by 10/20/13 or I would be subject to a $300.00 penalty fee. By 09/19/13 my account had not been credited. I had to dispute the charge through my bank before my money was credited. So, even though 2 representatives told me I could try out the service at no cost for 30 days, it was a huge headache to actually get my money back, my phone calls for help were repeatedly disconnected, I was given the run around, and the technician did not even know how to work the computer.Desired Settlement: I'm not seeking anything from HughesNet. Fortunately, my bank was able to get my money back for me. The only thing I lost was time from work and time in general. I do want others to know about the shoddy customer service.

Business

Response:

October 9,

2013

Review: I called in early January 2013 to order generation 4 hughesnet. I was given a case number for the conversation and an order confirmation number, I was told they would charge the card on my account. On July 18th I spoke to someone named Ray because nothing had happened. I got a new confirmation number and an apology. To this day, my order still has not been activated. I have trouble staying in contact with my daughter who lives far away. I am very disappointed in the service I have received and I plan to cancel my service. This company has displayed flagrantly false advertising, and has placed two separate orders and never fulfilled their promises.Desired Settlement: I plan to simply cancel my service agreement with them, but I wanted to bring this to the attention of the Revdex.com to prevent future misconduct of this nature by this organization. They send me mail and emails every week claiming that I have access now to Gen4 service from them. It has been an incredibly misleading and frustrating experience.

Business

Response:

October 15, 2013 **. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear **. [redacted]: In response to your letter dated August 11, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where he can be reached and/or email address. Hughes is wholly committed to clarifying the nature of **. [redacted]’s concerns and expectations relative to his account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with **. [redacted].

Sincerely,

Office of Executive Support

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