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 ###-###-####
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]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]
Complaint ID: [redacted],In response to your letter dated November 5th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] wants to be released from his contract without penalty. I have reviewed the pertinent databases on the account and would like to go over the history of the [redacted]'s attempts to cancel our services. The customer had a repair technician visit shortly after installation on December 10th of 2016. The customer did not call us again until August 8th of 2017 saying that he wanted to cancel because of slow speeds. At no point during this 8 month period did the customer have a recorded contact with our company so we could determine if the customer was receiving the speeds he was paying for. Once we have a technician to the home and do not hear back from the customer we assume his problem to be fixed and the services working to his satisfaction. If this is not the case we would have liked the customer to call sooner to let us know. Unfortunately, the customer called us in August of this year to tell us he had already gotten a new internet service provider, [redacted]. It should be noted the customer's choice to go with another provider is not a valid reason to void any contractual obligation [redacted] has with HughesNet. To the contrary, that is specifically what a commitment term is for, to affirm the customer's commitment to stay with HughesNet for the agreed upon 24 month contract. At the point [redacted] called to cancel services our account management team advised the customer of the early termination fee he would incur if he were to disconnect and offered to downgrade the services until the end of the contractual period. [redacted] accepted this option until such time as he could consult with his wife. From that point forward the customer encountered the problem of running out of data before the end of his cycle because he had gone from a 50 GB plan to a 10 GB plan as part of the retention agreement. At a later point he took advantage of a free upgrade to our Gen 5 services. By then we had discontinued our Ultra plan so there is no way the customer can get his former data limit at the price he was paying. Since the following data issues were a result of [redacted] going to another provider without first contacting HughesNet for amelioration or verification of the customer's speed issues we will not be releasing the customer from his contract without penalty. We will honor our account management team's offer to waive half of the early termination fees. This would reduce the termination fees to $200 which is actually $35 less than what the customer would have been paying if he had stayed with Gen 4 and canceled now. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:If they wish to...
contact me, they can do so by email. [redacted]) My phone number on the account was 320-894-7655 but they will say it is not found either. I already went thru thiswith them when I called and complained. I also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issuesI have with their services..
Regards,
[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]
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]
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.
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]
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]
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]
[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]
[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]
[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]
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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAILFRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to [redacted]. As they're NOT ripping us off, extorting money / blackmailing us. THANK YOU ! [redacted]
[redacted] 12/17/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed and pertinent to her complaint not all of the...
information has been received to complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-48 hours. HughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for her. HughesNet is sorry for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaint. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 14th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. I was able to speak with [redacted] on 11/16 on his original complaint. I attempted to call him 3 times on this complaint and was unable to reach him or leave a voice mail. HughesNet apologizes for the difficulties [redacted] had immediately following the installation of his new Gen 5 upgrade. By all accounts our newer technology is superior to the previous generation. There is more data available, much higher speeds, and a built in router with video saver technology to help the customer conserve data when streaming videos. We have had a great response from the majority of our customer's who go through with the upgrade which is why it concerns us when the customer feels that it is worse than his prior services. I advised the customer that I saw some usage issues that might need to be addressed, but was unable to go into great detail as the customer was at work. I saw that he was running out of data about 9 days into his cycle, using an average of 2 GB a day to that point. He seemed to use his prior Gen 4 allowance in the same amount of time, at least in September. We can assist the customer in a few ways with that situation like showing [redacted] where he can monitor and manage his data, purchase and use tokens for temporary data relief, and discuss the customer's general usage to see if an upgrade is needed. This is not to say something else may not be wrong with the customer's ability to stream video, and other basic internet browsing. The customer is again currently out of the data I replenished for him on his original complaint. If he would like to trouble shoot he will need to call in to have tokens added when he is ready to do so. On 11/16 I advised [redacted] of the following. If he is getting below 25 Mbps with data available he can call in to tech support which is open 24 hours a day and we can do basic troubleshooting. If this does not solve the problem our next step is to escalate the issue to our engineering department to investigate and solve the root of the customer's service difficulties. If [redacted] performs the tests with data available and is getting 25 Mbps or over and is still having difficulty streaming he can call in to our tech support and we can offer him a complimentary diagnosis and fix through our partner company Home Tech Support. These agents are able to correct issues that may be outside of the scope of HughesNet customer technical support if our services are fully operational. We will be happy to assist the customer in any way possible to get the [redacted] the high quality services he deserves. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[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
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]
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 ###-###-####
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]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]
Complaint ID: [redacted],In response to your letter dated November 5th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] wants to be released from his contract without penalty. I have reviewed the pertinent databases on the account and would like to go over the history of the [redacted]'s attempts to cancel our services. The customer had a repair technician visit shortly after installation on December 10th of 2016. The customer did not call us again until August 8th of 2017 saying that he wanted to cancel because of slow speeds. At no point during this 8 month period did the customer have a recorded contact with our company so we could determine if the customer was receiving the speeds he was paying for. Once we have a technician to the home and do not hear back from the customer we assume his problem to be fixed and the services working to his satisfaction. If this is not the case we would have liked the customer to call sooner to let us know. Unfortunately, the customer called us in August of this year to tell us he had already gotten a new internet service provider, [redacted]. It should be noted the customer's choice to go with another provider is not a valid reason to void any contractual obligation [redacted] has with HughesNet. To the contrary, that is specifically what a commitment term is for, to affirm the customer's commitment to stay with HughesNet for the agreed upon 24 month contract. At the point [redacted] called to cancel services our account management team advised the customer of the early termination fee he would incur if he were to disconnect and offered to downgrade the services until the end of the contractual period. [redacted] accepted this option until such time as he could consult with his wife. From that point forward the customer encountered the problem of running out of data before the end of his cycle because he had gone from a 50 GB plan to a 10 GB plan as part of the retention agreement. At a later point he took advantage of a free upgrade to our Gen 5 services. By then we had discontinued our Ultra plan so there is no way the customer can get his former data limit at the price he was paying. Since the following data issues were a result of [redacted] going to another provider without first contacting HughesNet for amelioration or verification of the customer's speed issues we will not be releasing the customer from his contract without penalty. We will honor our account management team's offer to waive half of the early termination fees. This would reduce the termination fees to $200 which is actually $35 less than what the customer would have been paying if he had stayed with Gen 4 and canceled now. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:If they wish to...
contact me, they can do so by email. [redacted]) My phone number on the account was 320-894-7655 but they will say it is not found either. I already went thru thiswith them when I called and complained. I also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issuesI have with their services..
Regards,
[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]
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]
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]
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]
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]
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]
[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]
[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]
[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]
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]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
For some reason I can't view the reply from them ?, but more than likely I wouldn't like / agree to what they want. Unless they're coming to take their equipment out, and NOT charge me / us anything.They have already broke the / our contract by not providing constant un-interrupted service, yet they're telling me that I have to give them $200.00 to break the contract ?. This is EXTORTION / BLACKMAILFRAUD, = pay this or else we'll mess up your credit rating. Our contract ends in February 2015,and we're planning NOT to continue (move to [redacted]. As they're NOT ripping us off, extorting money / blackmailing us. THANK YOU ! [redacted]
[redacted] 12/17/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] HughesNet would like to notify [redacted] that her concerns are being addressed and pertinent to her complaint not all of the...
information has been received to complete the investigation audit on her account. [redacted] should note that HughesNet is in progress with the audit and she should expect a call form the Corporate Officer within the next 24-48 hours. HughesNet understands that her concerns are frustrating but in order to fully understand her account the audit must be completed before determining a final result for her. HughesNet is sorry for any inconvenience [redacted] may have had. Furthermore, as soon as all of the information has been received HughesNet looks forward to speaking with her to reach an amicable resolution to her concerns. In the event you have any additional questions or comments, please notate them and discuss them upon speaking to the Corporate Officer handling her complaint. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 14th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the quality of service he is receiving with our new Generation 5 technology. I was able to speak with [redacted] on 11/16 on his original complaint. I attempted to call him 3 times on this complaint and was unable to reach him or leave a voice mail. HughesNet apologizes for the difficulties [redacted] had immediately following the installation of his new Gen 5 upgrade. By all accounts our newer technology is superior to the previous generation. There is more data available, much higher speeds, and a built in router with video saver technology to help the customer conserve data when streaming videos. We have had a great response from the majority of our customer's who go through with the upgrade which is why it concerns us when the customer feels that it is worse than his prior services. I advised the customer that I saw some usage issues that might need to be addressed, but was unable to go into great detail as the customer was at work. I saw that he was running out of data about 9 days into his cycle, using an average of 2 GB a day to that point. He seemed to use his prior Gen 4 allowance in the same amount of time, at least in September. We can assist the customer in a few ways with that situation like showing [redacted] where he can monitor and manage his data, purchase and use tokens for temporary data relief, and discuss the customer's general usage to see if an upgrade is needed. This is not to say something else may not be wrong with the customer's ability to stream video, and other basic internet browsing. The customer is again currently out of the data I replenished for him on his original complaint. If he would like to trouble shoot he will need to call in to have tokens added when he is ready to do so. On 11/16 I advised [redacted] of the following. If he is getting below 25 Mbps with data available he can call in to tech support which is open 24 hours a day and we can do basic troubleshooting. If this does not solve the problem our next step is to escalate the issue to our engineering department to investigate and solve the root of the customer's service difficulties. If [redacted] performs the tests with data available and is getting 25 Mbps or over and is still having difficulty streaming he can call in to our tech support and we can offer him a complimentary diagnosis and fix through our partner company Home Tech Support. These agents are able to correct issues that may be outside of the scope of HughesNet customer technical support if our services are fully operational. We will be happy to assist the customer in any way possible to get the [redacted] the high quality services he deserves. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[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
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]