Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you again for your assistance in this matter--it is greatly appreciated,
[redacted]
September 9, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your fourth rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Please be advised that Mr. [redacted]’s account has been credited $318.00 for the returned equipment as of August 31, 2015. As a courtesy we have applied an additional credit in the amount of $192.00 representing half of the early termination fee. We sincerely regret any inconvenience that Ms. [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]
[redacted]
[redacted]
[redacted]
December 21, 2017 [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 dated December 21, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] is requesting HughesNet to pick up the equipment and stop the billing. Addressing [redacted]'s concerns with his internet service working for email only and one movie consumed his data allowance. [redacted] subscribed to our Ultra plan which provides 50 GBS of data allowance. All four of HughesNet service plans have data allowance caps referred to as Gigabytes (GBS). If you exceed your monthly plan data allowance, you will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. Our service plans should work for more than emails and a 50 GB plan allows 75 hours of Standard Definition video streaming or 25 hours of Hi-Definition video streaming. If exceeding the data allowance is not the root cause of connectivity issues, our technical support team has diagnostic tools that can test the internet signal from the modem to the satellite in space. We offer to troubleshooting to locate the problem and offer a resolution. HughesNet also offers our customer's the assistance of our advance technical support team or Home Technical Support which is a service available to our customers experiencing issues that are non-HughesNet service related. We have record [redacted] called for technical support between June 26, 2016 to July 27, 2016 and we explained weather conditions were impacting the satellite signal. [redacted] called again January 1, 2017 for slow speeds. We explained he exceeded his data allowance and we applied free tokens which provide complimentary data allowance. We performed a follow up call with [redacted] on January 2, 2017 and he confirmed the service was working fine after the free tokens were applied. No additional calls were made by [redacted] to inform HughesNet about ongoing connectivity issues so that we may offer to troubleshoot and a resolution. HughesNet understands disabilities may make it difficult for some customer's to retrieve the radio transmitter. On December 4, 2017 [redacted] explained his medical condition and our agents are required to explain our De-install Equipment Recovery program. Our account management team was in the process of offering our De-install Equipment Recovery program free of charge when the call abruptly ended. We would like to inform [redacted] if he is unable to de-install the radio assembly a professional installer can be requested, usually at the customer's expense, to perform the work. This service includes removal of the radio from the antenna and disconnection of the modem. The cost of this option is usually $100, however, due to [redacted]'s condition HughesNet can waive the fee. If he would like to request our De-install Equipment Recovery program, please contact our support team to schedule a date and time convenient for him. Please keep in mind once de-installation is complete, the modem and radio will be left with [redacted]. A box and a pre-paid return label was shipped December 14, 2017. The tracking number: [redacted] indicates the package arrived at [redacted]'s site address 12/18/2017 at 10:48 A.M and was left at the front door. [redacted] can place the radio transmitter, the modem and the power supply in the box with the pre-paid return label and return the equipment. Please have the equipment returned no later than January 28, 2018 to avoid the unreturned equipment fee of up to $300. The $160 [redacted] was referring to is for the early termination fee and all accounts are subject to an early termination fee in the event the account is terminated prior to the expiration of the service commitment period. The final payment was made on December 14, 2017 and no further charges will incur as long as [redacted] returns the equipment before January 28, 2017. We sincerely regret any inconvenience [redacted] may have experienced and we hope he has a speedy recovery. HughesNet is 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 3, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding Mr. [redacted] latest concern, we have again reviewed the account and the fee that was told to him would be waived by the agent was the dispatch fee to send a tech out which is $125.00. The notes on the account state “educated the customer that if it is a natural disaster they have to pay for the tech fee and the equipment, but to help them out with the tech fee, we already waive it, all he needs to pay is the equipment.” As previously mentioned, the remaining fees are valid and an insurance claim must be filed to reimburse him for those fees. Once again, we are very sorry that Mr. [redacted] had to endure such a tragedy and we have waived almost half of the $751.00 balance as a courtesy. Hughes’ subscriber agreement can be viewed at legal.hughes.com to review the policy on loss due to acts of God, or other natural disasters. We sincerely regret any inconvenience that Mr. [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###-###-####[redacted]
December 6, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: HughesNet received [redacted]'s letter here at the corporate office regarding issues she experienced with our service. HughesNet understands her frustration and concern. [redacted]'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We sincerely apologize [redacted] feels the $100 adjustment we applied towards her early termination fee is not satisfactory. HughesNet service is clearly advertised as “our Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors, including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors”. We also advertise “If you exceed your monthly plan data, you will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle”. [redacted] can read the complete terms and conditions at legal.hughesnet.com. [redacted]'s concern with using 17 GBS during the 1st month, then 20 GB within 2-3 days the second month doing the same internet activities, a welcome email was sent to the provided email address stating new customers will have relaxed bandwidth in the first 20 days of being a HughesNet customer. This is to allow customers to update their computers and applications for optimal performance for HughesNet without exceeding their data allowance. During the first 20 days HughesNet will constantly reset their data allowance so that your account will have enough data for those downloads. This may be the reason the first month did not experience our Fair Access Policy. HughesNet appreciates the feedback regarding the ongoing complaints and please be assured HughesNet works hard to address our customer's concerns. We would have liked the opportunity to address [redacted]'s slow connectivity concerns and our troubleshooting efforts were declined up to the day she decided to terminate the service. HughesNet can confirm the modem and radio transmitter was received November 20, 2017 and we appreciate the prompt return. During our conversation with [redacted] on November 1st, we stated the $385 early termination fee is valid, but [redacted] wanted the entire early termination fee waived. We reiterated the early termination fee is valid because she opted to terminate service before troubleshooting to verify the root cause of the slow connection. If HughesNet was given the opportunity to confirm [redacted]'s claims the outcome may have been different. She mentioned she needed arrangements to pay off the early termination fee because she has been dealing with medical issues. As a courtesy, HughesNet offered to waive 25% of the early termination fee and issued a credit of $100 to the account. The remaining early termination fee amount on the account is $285 and the remaining balance for services rendered prior to October 7th is $20.64 that needs to be paid to bring the closing balance to $0.00. The $100 credit is the maximum that will be applied to the 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 that our response to this complaint be accepted as closure to the case. Please refer to Case ID [redacted]. Any new concerns that [redacted] may have need to be sent through in a different complaint case in order for HughesNet to properly address the New Complaint. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10461218 Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ service was activated on August 11, 2013. On February 5, 2015, Ms. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’ account was charged an early termination fee in the amount of $160.00. We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but Ms. [redacted] will need to be on site when the tech arrives and Ms. [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dish. She will receive a return kit so that she can send the equipment without incurring shipping charges. We sincerely regret any inconvenience that Ms. [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###-###-####[redacted]
November 29, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: We received [redacted]'s letter here at the corporate office regarding issues she...
experienced with the Generation 5 upgrade without her knowledge. HughesNet understands her frustration and concern. [redacted]'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We contacted and spoke with [redacted]. Regarding the concern with an upgrade to Generation 5 without their knowledge, we reviewed the call [redacted] made on April 4, 2017 when he requested to move his service to the [redacted] address. During the conversation, [redacted] asked if HughesNet had faster service. We explained he was on our Generation 3 service and we recently launched our Generation 5 service with a download speed of 25 MBPS and upload speed of 3 MBPS. We informed [redacted] we can upgrade his service to our Generation 5 service and it requires a 24-month commitment. He asked if it is going to cost him anything. We explained the monthly rate for the 10 GB plan is $49.99 and the equipment lease fee is $14.99 for a total of $64.98 plus tax. We offered to waive the $99 activation fee. [redacted] accepted the upgrade and the new 24-month commitment. [redacted] mentioned she was not aware of this information and suggested we speak to [redacted]. We explained she filed the complaint, but we can remind Mr. De Peninng of the conversation as well. She agreed to continue with the call. We reiterated the new 24-month commitment was accepted by [redacted] and the installer did not add the Generation 5 without his knowledge. The early termination fee of $310 is valid and will be assessed to the final statement. [redacted] mentioned a new complaint indicating she was not able to stream videos because of the constant buffering. She mentioned she will need to make payments on the early termination fee and she has not received the return kit to return the equipment. The call dropped before we had the chance to reply, and we attempted a call back. We left a message with the following information: The Visa card on file has an alert saying the card is invalid. [redacted] has the choice to receive a final statement with the balance or she can call our billing support team to update the payment method. Regarding the return kit with the free shipping label, our records indicate the box was shipped November 21, 2017 and the tracking number is [redacted]. After viewing the tracking number on the [redacted].com website, as of November 27, 2017 at 6:30 pm [redacted] has attempted to obtain a new delivery address. To obtain the free shipping label, please update the delivery address by contacting [redacted] at [redacted] or at [redacted].com. [redacted] has the choice to return the equipment, at her own expense, to: Hughes Network Systems. 16060 Industrial Drive. Gaithersburg, MD 20877. However, we encourage her to take advantage of the free shipping label to return the equipment. The equipment that needs to be returned includes the modem, power cord, and the radio transmitter. The equipment must be returned no later than January 5, 2018 to avoid being charged an Unreturned Equipment Fee of up to $300. HughesNet would like to remind [redacted] we received a call mid-July regarding video streaming concerns. [redacted] confirmed the issue was resolved after successfully troubleshooting her concern and no further calls were found that would indicate connectivity issues. 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. Please refer to Case ID [redacted]. Any new concerns that [redacted] may have will need to be sent through in a different complaint case in order for HughesNet to properly address the New Complaint. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Mr. [redacted]
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ account was activated on December 10, 2016. On January 17, 2017 Ms. [redacted] initially requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of cancellation during the contractual period.
Regarding Ms. [redacted]’ latest concern of receiving slow speeds please be advised once again there were no issues found with the service other than exceeding the data allowance. When the data allowance has been exceeded the speeds and browsing experience will significantly be impacted. As previously stated speeds can’t be guaranteed but Hughes does have a parameter of acceptable speeds.
On March 1, 2017 Ms. [redacted] was offered to process a preorder for Hughes’ newest service to have an upgrade scheduled as soon as it was available which was processed. On April 3rd Ms. [redacted] contacted customer support and asked to downgrade to lowest service plan available. Hughes’ newest Gen 5 service needs to be scheduled for an upgrade with customer support, it isn’t available to be mailed per Ms. [redacted]’ concern.
To reiterate, there were no issues found with Ms. [redacted]’ service and there was an offer made to cancel the service without penalty prior to February 21, 2017 by the corporate office. The cancellation wasn’t made prior to that date and Ms. [redacted] is now more than five months into her contractual period and the service can’t be cancelled without penalty at this point. It is suggested that Ms. [redacted] continue to troubleshoot the service if she’s experiencing any technical issues. If it is discovered that there is an issue with the service on Hughes’ end that can’t be resolved we will allow the service to be cancelled without penalty.
We sincerely regret any inconvenience that Ms. [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.
April 14, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear Mr. [redacted] In response to your letter dated March 22, 2017, to...
the Executive Customer Care division of Hughes, we have attempted to contact Ms. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with Ms. [redacted] to date. Consequently, we are unable to determine if Ms. [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach Ms. [redacted]. Please provide a different phone number where she may be reached and/or email address. Over time Hughes launches new satellite systems and offers are made to existing customers to upgrade to the Gen5 system, instead of repairing the existing hardware. Hughes values Ms. [redacted] as a one year customer and we wish to retain her business. To that end, Hughes would like to offer an upgrade to our new Gen5 satellite service, and to work with Ms. [redacted] to hopefully resolve her technical issues. Hughes issued a $39.99 one month service credit and a $15.00 data token credit to Ms. [redacted]‘s account on April 14, 2017. Ms. [redacted] may call us at [redacted] and refer to case# [redacted] We found there have been no calls for support since February 23, 2017, it was determined that Ms. [redacted]’s account had reached its monthly data allowance. In an effort to retain Ms. [redacted] our agents issued a $20.00 discount for the next three months. Hughes has performed remote advanced technical diagnostics on Ms. [redacted]’s equipment and has found the site to be operating within our normal operating parameters. Hughes will continue to monitor the performance of Ms. [redacted]’s service and is committed to working with Ms. [redacted] to reach a resolution. For additional assistance Hughes has created a new on-line community forum. We suggest that our customers visit this link for our HughesNet community: [redacted] where our corporate moderators, champions and other customers will be glad to help with all concerns. Hughes is wholly committed to clarifying the nature of Ms. [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 Ms. [redacted]. Sincerely, W[redacted]
July 14, 2016 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] [redacted] Dear [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on June 5, 2016 and requested to cancel his service on June 18, 2016. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has be credited the disputed amount of $156.75 which is the total amount paid and that amount has been refunded to the card on file. We sincerely regret any inconvenience that Mr. [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]
December 2, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr. [redacted]:In response to your letter to the executive customer care division of Hughes, it is our understanding that...
Ms. [redacted] has some additional concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”At the time of sale; Hughes can only estimate what plan would be a great fit for customers. In addition, Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. The last troubleshooting notes indicate Ms. [redacted] issues were associated with her wireless router and not directly with Hughes’s service. Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of Ms. [redacted]’s issues, Hughes will waive half of the early termination fee. Ms. [redacted] would need to contact our customer support team at ###-###-#### by 1/02/2017 and refer to case# ([redacted]) to process the cancellation.A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms. [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,E. F[redacted]Sr. Executive Customer Support[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While the resolution is satisfactory for me, it is not right for the public to be subject to such rediculous companies as Hughes Net.Just reading the response should be enough to show that the wording and subsequent phone calls one has to make to get the product they advertise (high speed internet) is not a reality. If people knew up front that all these charges, sporadic service, limited data usage, and everything being subject to how much others are using it, they would not even consider being their customer.Very sad that I had to go to the Revdex.com to get them to do what any good company would do. If there product is not as advertised/promised, they shouldn't penalize the customer financially (even more) for going elsewhere.Strongly suggest that the Revdex.com cancel any affiliation with this company as when they use Revdex.com in their advertising, one thinks they are a company that on can trust. Not so with Hughes. Hopefully this time they will live up to what they promised and refund the charges.
Regards,
[redacted]
July 30, 2015 Mr. [redacted]Revdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]File# [redacted]Dear Mr. [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding Hughes service.Our Executive Customer Support reviewed all pertinent database records. We are still unable to locate the account information with the address and information provided. In order to bring resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint.Ms. [redacted] may contact me at the number below to bring closure to her complaint Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Ms. [redacted]. Very truly yours, Ecole F[redacted]
[redacted]
Revdex.com:
I appreciate that HughesNet has
confirmed what I had previously indicated which is: the radio transmitter and
all equipment was returned in October.
I understand that $219.50 has now been credited to my account
and what remains is $181.18 of disputed charges that I will consider the final
amount due for my account and paid in full.
As demonstration of my good faith, I have contacted my
financial institution and have authorized the release of $181.18 to
HughesNet.
I would appreciate a final statement / letter from HughesNet
acknowledging the case as closed and paid in full. Additionally, I need a written
rescission of the collection letter dated 11/22/16 from [redacted] &
[redacted] on behalf of Hughes Network Systems attempting to collect. This
should not have been sent to collections in the first place as we were in discussions
regarding this complaint and avoiding collections was one of my requirements.
I am grateful for the help by the Revdex.com and the cooperation of
Darron W[redacted] at HughesNet to arrive at a final resolution to this ongoing four-month-old
issue.
Regards,
[redacted]
September 16, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on May 9, 2016. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. Customers can still monitor their usage to know how much data is being used even with the relaxed period. When Ms. [redacted] began her service she was subscribed to the Hughes Gen 4 Choice package which was $49.99, the modem rental of $9.99, PC essentials in the amount of $2.95, Hughes voice service in the amount of $29.95 plus taxes. Ms. [redacted] was also receiving a $10.00 service credit for the phone service for three months. These amounts plus her activation fee in the amount of $99.00 is what the first bill consisted of. The second bill added on the phone service in the amount of $59.90 for the first and second month minus a $10.00 service discount for three months because the phone service isn’t billed in the first month due to the phone service not being activated until after the service is installed. The first and second month’s bills are the only invoices that were over $100.00 per Ms. [redacted]’s concern. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. A sales call review was conducted and confirmed that Ms. [redacted] was properly informed of the service and data allowance as well as the terms and conditions. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we will issue a credit to cover half of the early termination fee if she cancels her service prior to September 30, 2016. Ms. [redacted] will need to contact customer support to complete the cancellation process and to have half of the fee waived We sincerely regret any inconvenience that Ms. [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]
[redacted]
[redacted]
[redacted]
February 17, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear [redacted]:In response to your letter to the executive customer care division of Hughes, it is our...
understanding that Ms. [redacted] has some additional concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted]® and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. The billing history on the account is correct. In light of Ms. [redacted]’s issues, Hughes issued a refund of half the early termination fee in the amount of $200.00. The refund will be sent in a form of a check to the address on file in (4) to (6) weeks. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms. [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,E. F[redacted]
[redacted]
[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and has recently had some concerns with regards to the 5GHz network range, and speeds of service. It has been verified that [redacted] first subscribed to HughesNet on October 11th, 2017 and first made contact into HughesNet support on October 14th in reference to the service reliability and because [redacted] wasn't aware that another dish would be installed for the service. HughesNet completed an audit on [redacted]'s account history including cases and invoices. According to the investigation, it was confirmed that [redacted] made several calls into HughesNet support for a variety of different reasons, but more specifically he was having issues with his upstairs TVs connecting to the wifi. HughesNet's technical agents advised him that many types of things can cause interference and suggested he think about getting a wifi extender so the signal will broadcast at a farther range. Although exact distances cannot be provided on an overall basis the 2.4GHz network will reach around 55 feet whereas the 5GHz network will provide about 25 feet. HughesNet did run some diagnostics on [redacted]'s service and determined that he has exceeded his monthly data allowance and was experiencing HughesNet's Fair Access Policy, which reads, “To ensure fair Internet access for all HughesNet® Gen5 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” [redacted] can refer to www.legal.hughesnet.com for all disclaimers, policies, terms and conditions. HughesNet's Corporate Officer did attempt to contact him on December 4th, but was unsuccessful. The main reason for the call is to come to an amicable resolution to his concerns; the Officer will attempt to reach him again. As a courtesy, 4GB of data was applied to bring his service back to full speeds; additionally, this data was monitored for three hours, and out of the 4GB provided, it had been reduced to 3.7GB which suggests there are devices that are consuming data that may not be in use. However, if the devices are connected via wifi they will consume data even if they are not physically being used. HughesNet also ran the required three speed tests and the results were well above what [redacted]'s service plan offers (see results below). If [redacted] is having difficulties connecting a device to the 5GHz network he may want to confirm the device is compatiable with a 5GHz network. Based on the audit and diagnostics, there are no apparent issues relating to the HughesNet service that is being provided to [redacted]. Additionally, the Usage Charts show the internet is being utilized in his home, and, besides going over the monthly allowance, the speeds, signal, and average latency are all above parameters. HughesNet would suggest that [redacted] upgrade his service plan to the 20GB versus the 10GB which may be more manageable for his usage. HughesNet would be willing to price match his current plan to the new one for 12 months. But if [redacted] decides he wants to cancel his services, the early termination fee will be valid and HughesNet finds no justification for waiving the fee. Furthermore, if [redacted] cancels, HughesNet does offer a de-install service but he would still be reliable to return the leased modem, radio transmitter and power supply in the pre-paid kit that is sent to him, and the installer would not remove the dish; they will only recover the radio for [redacted] to return. Typically, as with almost any other internet/cable company, the dish itself stays on the property and the owner may dispose of it as they deem necessary. 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, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division Speed test results for SAN – [redacted] Test #1 = Download of 44mbps / Upload of 3.1mbps Parameter Met // Test Ran By HughesNet's Corporate OfficerExecution time: [redacted]Upload speed (kb/sec): 3179.912Download speed (kb/sec): 44104.14Round trip ping time (msec): 549Packet loss rate (%): 0 Speed test results for SAN – [redacted] Test #2 = Download of 44mbps / Upload of 3.2mbps Parameter Met // Test Ran By HughesNet's Corporate Officer Execution time: 2017-12-04 20:20:36Upload speed (kb/sec): 3192.012Download speed (kb/sec): 44572.84Round trip ping time (msec): 540Packet loss rate (%): 0 Speed test results for SAN – [redacted] Test #3 = Download of 43mbps / Upload of 3mbpsParameter Met // Test Ran By HughesNet's Corporate Officer Execution time: 2017-12-04 20:29:33Upload speed (kb/sec): 3045.972Download speed (kb/sec): 43873.472Round trip ping time (msec): 565Packet loss rate (%): 0
July 13, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding Mr. [redacted]’ latest concern, please be advised that the billing terms are described in detail in Hughes’ subscriber agreement which can be found online at legal.hughes.com. To reiterate, Hughes does have an option to make a onetime payment on line, however in order to make the payments online he had to register with the customer management center (CMC). A credit card has to be kept on file to be able to pay online. The system retains the card and is designed to use the card on file if there is an unpaid balance. Any past due charge collected is valid per the terms and conditions of the subscriber agreement. All previous charges to Mr. [redacted]’ credit card are valid and if he wishes to cancel his service he will be subject to an early termination fee as explained in the subscriber agreement. At this point, his account is set up under invoice and we have applied a monthly credit to cover the cost of invoice billing for one year. We sincerely regret any inconvenience that Mr. [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[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you again for your assistance in this matter--it is greatly appreciated,
[redacted]
September 9, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your fourth rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Please be advised that Mr. [redacted]’s account has been credited $318.00 for the returned equipment as of August 31, 2015. As a courtesy we have applied an additional credit in the amount of $192.00 representing half of the early termination fee. We sincerely regret any inconvenience that Ms. [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]
[redacted]
[redacted]
[redacted]
December 21, 2017 [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 dated December 21, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] is requesting HughesNet to pick up the equipment and stop the billing. Addressing [redacted]'s concerns with his internet service working for email only and one movie consumed his data allowance. [redacted] subscribed to our Ultra plan which provides 50 GBS of data allowance. All four of HughesNet service plans have data allowance caps referred to as Gigabytes (GBS). If you exceed your monthly plan data allowance, you will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle. Our service plans should work for more than emails and a 50 GB plan allows 75 hours of Standard Definition video streaming or 25 hours of Hi-Definition video streaming. If exceeding the data allowance is not the root cause of connectivity issues, our technical support team has diagnostic tools that can test the internet signal from the modem to the satellite in space. We offer to troubleshooting to locate the problem and offer a resolution. HughesNet also offers our customer's the assistance of our advance technical support team or Home Technical Support which is a service available to our customers experiencing issues that are non-HughesNet service related. We have record [redacted] called for technical support between June 26, 2016 to July 27, 2016 and we explained weather conditions were impacting the satellite signal. [redacted] called again January 1, 2017 for slow speeds. We explained he exceeded his data allowance and we applied free tokens which provide complimentary data allowance. We performed a follow up call with [redacted] on January 2, 2017 and he confirmed the service was working fine after the free tokens were applied. No additional calls were made by [redacted] to inform HughesNet about ongoing connectivity issues so that we may offer to troubleshoot and a resolution. HughesNet understands disabilities may make it difficult for some customer's to retrieve the radio transmitter. On December 4, 2017 [redacted] explained his medical condition and our agents are required to explain our De-install Equipment Recovery program. Our account management team was in the process of offering our De-install Equipment Recovery program free of charge when the call abruptly ended. We would like to inform [redacted] if he is unable to de-install the radio assembly a professional installer can be requested, usually at the customer's expense, to perform the work. This service includes removal of the radio from the antenna and disconnection of the modem. The cost of this option is usually $100, however, due to [redacted]'s condition HughesNet can waive the fee. If he would like to request our De-install Equipment Recovery program, please contact our support team to schedule a date and time convenient for him. Please keep in mind once de-installation is complete, the modem and radio will be left with [redacted]. A box and a pre-paid return label was shipped December 14, 2017. The tracking number: [redacted] indicates the package arrived at [redacted]'s site address 12/18/2017 at 10:48 A.M and was left at the front door. [redacted] can place the radio transmitter, the modem and the power supply in the box with the pre-paid return label and return the equipment. Please have the equipment returned no later than January 28, 2018 to avoid the unreturned equipment fee of up to $300. The $160 [redacted] was referring to is for the early termination fee and all accounts are subject to an early termination fee in the event the account is terminated prior to the expiration of the service commitment period. The final payment was made on December 14, 2017 and no further charges will incur as long as [redacted] returns the equipment before January 28, 2017. We sincerely regret any inconvenience [redacted] may have experienced and we hope he has a speedy recovery. HughesNet is 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
February 3, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding Mr. [redacted] latest concern, we have again reviewed the account and the fee that was told to him would be waived by the agent was the dispatch fee to send a tech out which is $125.00. The notes on the account state “educated the customer that if it is a natural disaster they have to pay for the tech fee and the equipment, but to help them out with the tech fee, we already waive it, all he needs to pay is the equipment.” As previously mentioned, the remaining fees are valid and an insurance claim must be filed to reimburse him for those fees. Once again, we are very sorry that Mr. [redacted] had to endure such a tragedy and we have waived almost half of the $751.00 balance as a courtesy. Hughes’ subscriber agreement can be viewed at legal.hughes.com to review the policy on loss due to acts of God, or other natural disasters. We sincerely regret any inconvenience that Mr. [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###-###-####[redacted]
December 6, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: HughesNet received [redacted]'s letter here at the corporate office regarding issues she experienced with our service. HughesNet understands her frustration and concern. [redacted]'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We sincerely apologize [redacted] feels the $100 adjustment we applied towards her early termination fee is not satisfactory. HughesNet service is clearly advertised as “our Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors, including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors”. We also advertise “If you exceed your monthly plan data, you will experience reduced speeds, typically 1-3 Mbps, until the next billing cycle”. [redacted] can read the complete terms and conditions at legal.hughesnet.com. [redacted]'s concern with using 17 GBS during the 1st month, then 20 GB within 2-3 days the second month doing the same internet activities, a welcome email was sent to the provided email address stating new customers will have relaxed bandwidth in the first 20 days of being a HughesNet customer. This is to allow customers to update their computers and applications for optimal performance for HughesNet without exceeding their data allowance. During the first 20 days HughesNet will constantly reset their data allowance so that your account will have enough data for those downloads. This may be the reason the first month did not experience our Fair Access Policy. HughesNet appreciates the feedback regarding the ongoing complaints and please be assured HughesNet works hard to address our customer's concerns. We would have liked the opportunity to address [redacted]'s slow connectivity concerns and our troubleshooting efforts were declined up to the day she decided to terminate the service. HughesNet can confirm the modem and radio transmitter was received November 20, 2017 and we appreciate the prompt return. During our conversation with [redacted] on November 1st, we stated the $385 early termination fee is valid, but [redacted] wanted the entire early termination fee waived. We reiterated the early termination fee is valid because she opted to terminate service before troubleshooting to verify the root cause of the slow connection. If HughesNet was given the opportunity to confirm [redacted]'s claims the outcome may have been different. She mentioned she needed arrangements to pay off the early termination fee because she has been dealing with medical issues. As a courtesy, HughesNet offered to waive 25% of the early termination fee and issued a credit of $100 to the account. The remaining early termination fee amount on the account is $285 and the remaining balance for services rendered prior to October 7th is $20.64 that needs to be paid to bring the closing balance to $0.00. The $100 credit is the maximum that will be applied to the 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 that our response to this complaint be accepted as closure to the case. Please refer to Case ID [redacted]. Any new concerns that [redacted] may have need to be sent through in a different complaint case in order for HughesNet to properly address the New Complaint. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support ###-###-####
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10461218 Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ service was activated on August 11, 2013. On February 5, 2015, Ms. [redacted]’ account was cancelled. As a result of cancellation within her contractual agreement, Ms. [redacted]’ account was charged an early termination fee in the amount of $160.00. We are able to schedule a complimentary dispatch to have a tech retrieve the radio from the dish but Ms. [redacted] will need to be on site when the tech arrives and Ms. [redacted] will be responsible for sending the equipment back which consists of the modem, power supply, and radio transmitter from the dish. She will receive a return kit so that she can send the equipment without incurring shipping charges. We sincerely regret any inconvenience that Ms. [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###-###-####[redacted]
November 29, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: We received [redacted]'s letter here at the corporate office regarding issues she...
experienced with the Generation 5 upgrade without her knowledge. HughesNet understands her frustration and concern. [redacted]'s concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. We contacted and spoke with [redacted]. Regarding the concern with an upgrade to Generation 5 without their knowledge, we reviewed the call [redacted] made on April 4, 2017 when he requested to move his service to the [redacted] address. During the conversation, [redacted] asked if HughesNet had faster service. We explained he was on our Generation 3 service and we recently launched our Generation 5 service with a download speed of 25 MBPS and upload speed of 3 MBPS. We informed [redacted] we can upgrade his service to our Generation 5 service and it requires a 24-month commitment. He asked if it is going to cost him anything. We explained the monthly rate for the 10 GB plan is $49.99 and the equipment lease fee is $14.99 for a total of $64.98 plus tax. We offered to waive the $99 activation fee. [redacted] accepted the upgrade and the new 24-month commitment. [redacted] mentioned she was not aware of this information and suggested we speak to [redacted]. We explained she filed the complaint, but we can remind Mr. De Peninng of the conversation as well. She agreed to continue with the call. We reiterated the new 24-month commitment was accepted by [redacted] and the installer did not add the Generation 5 without his knowledge. The early termination fee of $310 is valid and will be assessed to the final statement. [redacted] mentioned a new complaint indicating she was not able to stream videos because of the constant buffering. She mentioned she will need to make payments on the early termination fee and she has not received the return kit to return the equipment. The call dropped before we had the chance to reply, and we attempted a call back. We left a message with the following information: The Visa card on file has an alert saying the card is invalid. [redacted] has the choice to receive a final statement with the balance or she can call our billing support team to update the payment method. Regarding the return kit with the free shipping label, our records indicate the box was shipped November 21, 2017 and the tracking number is [redacted]. After viewing the tracking number on the [redacted].com website, as of November 27, 2017 at 6:30 pm [redacted] has attempted to obtain a new delivery address. To obtain the free shipping label, please update the delivery address by contacting [redacted] at [redacted] or at [redacted].com. [redacted] has the choice to return the equipment, at her own expense, to: Hughes Network Systems. 16060 Industrial Drive. Gaithersburg, MD 20877. However, we encourage her to take advantage of the free shipping label to return the equipment. The equipment that needs to be returned includes the modem, power cord, and the radio transmitter. The equipment must be returned no later than January 5, 2018 to avoid being charged an Unreturned Equipment Fee of up to $300. HughesNet would like to remind [redacted] we received a call mid-July regarding video streaming concerns. [redacted] confirmed the issue was resolved after successfully troubleshooting her concern and no further calls were found that would indicate connectivity issues. 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. Please refer to Case ID [redacted]. Any new concerns that [redacted] may have will need to be sent through in a different complaint case in order for HughesNet to properly address the New Complaint. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
April 25, 2017
Mr. [redacted]
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear Mr. [redacted]
In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ account was activated on December 10, 2016. On January 17, 2017 Ms. [redacted] initially requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of cancellation during the contractual period.
Regarding Ms. [redacted]’ latest concern of receiving slow speeds please be advised once again there were no issues found with the service other than exceeding the data allowance. When the data allowance has been exceeded the speeds and browsing experience will significantly be impacted. As previously stated speeds can’t be guaranteed but Hughes does have a parameter of acceptable speeds.
On March 1, 2017 Ms. [redacted] was offered to process a preorder for Hughes’ newest service to have an upgrade scheduled as soon as it was available which was processed. On April 3rd Ms. [redacted] contacted customer support and asked to downgrade to lowest service plan available. Hughes’ newest Gen 5 service needs to be scheduled for an upgrade with customer support, it isn’t available to be mailed per Ms. [redacted]’ concern.
To reiterate, there were no issues found with Ms. [redacted]’ service and there was an offer made to cancel the service without penalty prior to February 21, 2017 by the corporate office. The cancellation wasn’t made prior to that date and Ms. [redacted] is now more than five months into her contractual period and the service can’t be cancelled without penalty at this point. It is suggested that Ms. [redacted] continue to troubleshoot the service if she’s experiencing any technical issues. If it is discovered that there is an issue with the service on Hughes’ end that can’t be resolved we will allow the service to be cancelled without penalty.
We sincerely regret any inconvenience that Ms. [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]
April 14, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted]Case # [redacted] Dear Mr. [redacted] In response to your letter dated March 22, 2017, to...
the Executive Customer Care division of Hughes, we have attempted to contact Ms. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with Ms. [redacted] to date. Consequently, we are unable to determine if Ms. [redacted]’s concerns have been fully addressed. We would like to request additional methods for us to reach Ms. [redacted]. Please provide a different phone number where she may be reached and/or email address. Over time Hughes launches new satellite systems and offers are made to existing customers to upgrade to the Gen5 system, instead of repairing the existing hardware. Hughes values Ms. [redacted] as a one year customer and we wish to retain her business. To that end, Hughes would like to offer an upgrade to our new Gen5 satellite service, and to work with Ms. [redacted] to hopefully resolve her technical issues. Hughes issued a $39.99 one month service credit and a $15.00 data token credit to Ms. [redacted]‘s account on April 14, 2017. Ms. [redacted] may call us at [redacted] and refer to case# [redacted] We found there have been no calls for support since February 23, 2017, it was determined that Ms. [redacted]’s account had reached its monthly data allowance. In an effort to retain Ms. [redacted] our agents issued a $20.00 discount for the next three months. Hughes has performed remote advanced technical diagnostics on Ms. [redacted]’s equipment and has found the site to be operating within our normal operating parameters. Hughes will continue to monitor the performance of Ms. [redacted]’s service and is committed to working with Ms. [redacted] to reach a resolution. For additional assistance Hughes has created a new on-line community forum. We suggest that our customers visit this link for our HughesNet community: [redacted] where our corporate moderators, champions and other customers will be glad to help with all concerns. Hughes is wholly committed to clarifying the nature of Ms. [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 Ms. [redacted]. Sincerely, W[redacted]
July 14, 2016 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] [redacted] Dear [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on June 5, 2016 and requested to cancel his service on June 18, 2016. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. Mr. [redacted]’s account has be credited the disputed amount of $156.75 which is the total amount paid and that amount has been refunded to the card on file. We sincerely regret any inconvenience that Mr. [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]
December 2, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear Mr. [redacted]:In response to your letter to the executive customer care division of Hughes, it is our understanding that...
Ms. [redacted] has some additional concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”At the time of sale; Hughes can only estimate what plan would be a great fit for customers. In addition, Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. The last troubleshooting notes indicate Ms. [redacted] issues were associated with her wireless router and not directly with Hughes’s service. Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. In light of Ms. [redacted]’s issues, Hughes will waive half of the early termination fee. Ms. [redacted] would need to contact our customer support team at ###-###-#### by 1/02/2017 and refer to case# ([redacted]) to process the cancellation.A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms. [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,E. F[redacted]Sr. Executive Customer Support[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. While the resolution is satisfactory for me, it is not right for the public to be subject to such rediculous companies as Hughes Net.Just reading the response should be enough to show that the wording and subsequent phone calls one has to make to get the product they advertise (high speed internet) is not a reality. If people knew up front that all these charges, sporadic service, limited data usage, and everything being subject to how much others are using it, they would not even consider being their customer.Very sad that I had to go to the Revdex.com to get them to do what any good company would do. If there product is not as advertised/promised, they shouldn't penalize the customer financially (even more) for going elsewhere.Strongly suggest that the Revdex.com cancel any affiliation with this company as when they use Revdex.com in their advertising, one thinks they are a company that on can trust. Not so with Hughes. Hopefully this time they will live up to what they promised and refund the charges.
Regards,
[redacted]
July 30, 2015 Mr. [redacted]Revdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 Re: [redacted]File# [redacted]Dear Mr. [redacted] In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding Hughes service.Our Executive Customer Support reviewed all pertinent database records. We are still unable to locate the account information with the address and information provided. In order to bring resolution to Ms. [redacted]’s complaint, Hughes would need the account number or phone number associated with the complaint.Ms. [redacted] may contact me at the number below to bring closure to her complaint Hughes is wholly committed to clarifying the nature of Ms. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Ms. [redacted]. Very truly yours, Ecole F[redacted]
[redacted]
Revdex.com:
I appreciate that HughesNet has
confirmed what I had previously indicated which is: the radio transmitter and
all equipment was returned in October.
I understand that $219.50 has now been credited to my account
and what remains is $181.18 of disputed charges that I will consider the final
amount due for my account and paid in full.
As demonstration of my good faith, I have contacted my
financial institution and have authorized the release of $181.18 to
HughesNet.
I would appreciate a final statement / letter from HughesNet
acknowledging the case as closed and paid in full. Additionally, I need a written
rescission of the collection letter dated 11/22/16 from [redacted] &
[redacted] on behalf of Hughes Network Systems attempting to collect. This
should not have been sent to collections in the first place as we were in discussions
regarding this complaint and avoiding collections was one of my requirements.
I am grateful for the help by the Revdex.com and the cooperation of
Darron W[redacted] at HughesNet to arrive at a final resolution to this ongoing four-month-old
issue.
Regards,
[redacted]
September 16, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on May 9, 2016. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. Customers can still monitor their usage to know how much data is being used even with the relaxed period. When Ms. [redacted] began her service she was subscribed to the Hughes Gen 4 Choice package which was $49.99, the modem rental of $9.99, PC essentials in the amount of $2.95, Hughes voice service in the amount of $29.95 plus taxes. Ms. [redacted] was also receiving a $10.00 service credit for the phone service for three months. These amounts plus her activation fee in the amount of $99.00 is what the first bill consisted of. The second bill added on the phone service in the amount of $59.90 for the first and second month minus a $10.00 service discount for three months because the phone service isn’t billed in the first month due to the phone service not being activated until after the service is installed. The first and second month’s bills are the only invoices that were over $100.00 per Ms. [redacted]’s concern. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. A sales call review was conducted and confirmed that Ms. [redacted] was properly informed of the service and data allowance as well as the terms and conditions. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we will issue a credit to cover half of the early termination fee if she cancels her service prior to September 30, 2016. Ms. [redacted] will need to contact customer support to complete the cancellation process and to have half of the fee waived We sincerely regret any inconvenience that Ms. [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]
[redacted]
[redacted]
[redacted]
February 17, 2017 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted]Dear [redacted]:In response to your letter to the executive customer care division of Hughes, it is our...
understanding that Ms. [redacted] has some additional concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. “Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted]® and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. The billing history on the account is correct. In light of Ms. [redacted]’s issues, Hughes issued a refund of half the early termination fee in the amount of $200.00. The refund will be sent in a form of a check to the address on file in (4) to (6) weeks. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300.We sincerely regret any inconvenience that Ms. [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,E. F[redacted]
[redacted]
[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and has recently had some concerns with regards to the 5GHz network range, and speeds of service. It has been verified that [redacted] first subscribed to HughesNet on October 11th, 2017 and first made contact into HughesNet support on October 14th in reference to the service reliability and because [redacted] wasn't aware that another dish would be installed for the service. HughesNet completed an audit on [redacted]'s account history including cases and invoices. According to the investigation, it was confirmed that [redacted] made several calls into HughesNet support for a variety of different reasons, but more specifically he was having issues with his upstairs TVs connecting to the wifi. HughesNet's technical agents advised him that many types of things can cause interference and suggested he think about getting a wifi extender so the signal will broadcast at a farther range. Although exact distances cannot be provided on an overall basis the 2.4GHz network will reach around 55 feet whereas the 5GHz network will provide about 25 feet. HughesNet did run some diagnostics on [redacted]'s service and determined that he has exceeded his monthly data allowance and was experiencing HughesNet's Fair Access Policy, which reads, “To ensure fair Internet access for all HughesNet® Gen5 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” [redacted] can refer to www.legal.hughesnet.com for all disclaimers, policies, terms and conditions. HughesNet's Corporate Officer did attempt to contact him on December 4th, but was unsuccessful. The main reason for the call is to come to an amicable resolution to his concerns; the Officer will attempt to reach him again. As a courtesy, 4GB of data was applied to bring his service back to full speeds; additionally, this data was monitored for three hours, and out of the 4GB provided, it had been reduced to 3.7GB which suggests there are devices that are consuming data that may not be in use. However, if the devices are connected via wifi they will consume data even if they are not physically being used. HughesNet also ran the required three speed tests and the results were well above what [redacted]'s service plan offers (see results below). If [redacted] is having difficulties connecting a device to the 5GHz network he may want to confirm the device is compatiable with a 5GHz network. Based on the audit and diagnostics, there are no apparent issues relating to the HughesNet service that is being provided to [redacted]. Additionally, the Usage Charts show the internet is being utilized in his home, and, besides going over the monthly allowance, the speeds, signal, and average latency are all above parameters. HughesNet would suggest that [redacted] upgrade his service plan to the 20GB versus the 10GB which may be more manageable for his usage. HughesNet would be willing to price match his current plan to the new one for 12 months. But if [redacted] decides he wants to cancel his services, the early termination fee will be valid and HughesNet finds no justification for waiving the fee. Furthermore, if [redacted] cancels, HughesNet does offer a de-install service but he would still be reliable to return the leased modem, radio transmitter and power supply in the pre-paid kit that is sent to him, and the installer would not remove the dish; they will only recover the radio for [redacted] to return. Typically, as with almost any other internet/cable company, the dish itself stays on the property and the owner may dispose of it as they deem necessary. 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, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division Speed test results for SAN – [redacted] Test #1 = Download of 44mbps / Upload of 3.1mbps Parameter Met // Test Ran By HughesNet's Corporate OfficerExecution time: [redacted]Upload speed (kb/sec): 3179.912Download speed (kb/sec): 44104.14Round trip ping time (msec): 549Packet loss rate (%): 0 Speed test results for SAN – [redacted] Test #2 = Download of 44mbps / Upload of 3.2mbps Parameter Met // Test Ran By HughesNet's Corporate Officer Execution time: 2017-12-04 20:20:36Upload speed (kb/sec): 3192.012Download speed (kb/sec): 44572.84Round trip ping time (msec): 540Packet loss rate (%): 0 Speed test results for SAN – [redacted] Test #3 = Download of 43mbps / Upload of 3mbpsParameter Met // Test Ran By HughesNet's Corporate Officer Execution time: 2017-12-04 20:29:33Upload speed (kb/sec): 3045.972Download speed (kb/sec): 43873.472Round trip ping time (msec): 565Packet loss rate (%): 0
July 13, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Regarding Mr. [redacted]’ latest concern, please be advised that the billing terms are described in detail in Hughes’ subscriber agreement which can be found online at legal.hughes.com. To reiterate, Hughes does have an option to make a onetime payment on line, however in order to make the payments online he had to register with the customer management center (CMC). A credit card has to be kept on file to be able to pay online. The system retains the card and is designed to use the card on file if there is an unpaid balance. Any past due charge collected is valid per the terms and conditions of the subscriber agreement. All previous charges to Mr. [redacted]’ credit card are valid and if he wishes to cancel his service he will be subject to an early termination fee as explained in the subscriber agreement. At this point, his account is set up under invoice and we have applied a monthly credit to cover the cost of invoice billing for one year. We sincerely regret any inconvenience that Mr. [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[redacted]