[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: calling Hughesnet’s customer service lines take several hours to conduct any sort of business due to the wait time to talk to anyone and then the actual process to troubleshoot. I just had this product installed and I shouldn’t have to go through this process. If Hughesnet thinks there is a fix for my problem then they should return to my house and fix what was started and not put the process off on me. I’ve had Hughesnet for many years now and have little faith in their product. It has never been a good product but it is the only option I have. I fell for another sales scheme of faster service and an left with worse service than I had before. And, Hughesnet wants me to spend my time to fix it! And all I am asking is to remove my contract! Service is not as advertised therefore there should be no contract! Simple!Regards,
[redacted]
January 30, 2018 [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 he experienced with the lack of repairs to his home, the rebate process and automatically drafting payments from the [redacted] on file. HughesNet understands [redacted]'s frustration and concern. His concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. HughesNet appreciates the feedback regarding the repairs that were not completed by [redacted]. On [redacted]'s behalf, we reached out to [redacted] to obtain information regarding a follow up appointment to patch and repair the cracks left on the home. We were directed to a voice mail and provided [redacted]'s name, account number and contact phone number as it appears on this complaint. If [redacted] has not heard from [redacted] within 48 business hours he can call ###-###-#### and explain a follow up appointment has not been scheduled to repair his home.HughesNet understands the rebate process was not explained and we have provided the steps [redacted] has to take to submit his rebate request. We understand [redacted] is requesting HughesNet to submit the refund on his behalf, however, due to security purposes we are unable to do so. We can offer assistance with guiding him through the registration and website. Please contact our support team for assistance at ###-###-#### (9AM - 11PM EST). HughesNet can remove the [redacted] on file. Our billing options are as follows: [redacted] can add a different payment method such as a credit card, debit card or checking account to keep automatic drafts. Or, we can remove automatic drafts altogether and switch the account to receive an invoice by mail. This option has a $5.00 per month service fee, which is applied to the account to offset the cost of invoice generation, mailing, and processing. This fee is mandatory. If [redacted] chooses to receive invoices by mail, please contact our billing support team to provide the address where invoices should be sent. We are hopeful contacting the dealer on [redacted]'s behalf, providing [redacted]'s phone number, offering assistance with guiding [redacted] through the rebate process and providing steps on how to remove the [redacted] on file 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
June 23, 2016 [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted]
[redacted] Dear Mr. Dennis: 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 service was activated on January 22, 2016. At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his 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 [redacted] 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 that there are no calls to report any issues with Mr. [redacted]’s service since it was installed. It is advised that he reach out to our customer support to troubleshoot the service to insure that it is operating as it should. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me.
Regards,
[redacted]
July 20, 2016 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted]
[redacted] Dear Mr. [redacted] In response to your second rebuttal 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] service was activated on January 22, 2016. Regarding Mr. [redacted] latest concern please be advised that a sales call review has determined that Mr. [redacted] was properly advised of the service and capabilities including being read the terms and conditions. Please find a summary of the sales call review below; The agent and customer discuss what they would be doing online, and the customer does state that they would be doing [redacted]. The agent specifically asks about working from home, and the customer makes no mention of their home business. The agent does read the verbatim streaming disclosure to the customer, which at the time stated, “Great! You will be able to enjoy about 20 hours of Standard Definition movies a month with our most popular mid-tier plan.” (We have since updated it to read “up to 15 hours”). Immediately after reading the disclosure, the agent states, “So all of your [redacted], all of those streaming applications that one may want to use are going to work just fine without loading or buffering the whole time. It’s high speed, so you can get what you want to when you want to at one locked in price.” The agent pitches the plan in full, including the data allowance. The customer asks, “How many gigabytes a month do I get?” The agent responds, “No matter how much internet you use, you never ever get shut off, and there is absolutely no overage fees at all. So you can actually use as many gigabytes as you want, we simply just guarantee the fastest speeds for a certain amount of data. If you were to use all of your allotted data, it would just slow down for [redacted]. General web browsing, [redacted], email, online shopping, that kind of stuff is going to work just fine all of the time, no matter how much internet you use.” The agent will be coached to directly answer the customers question in this situation, and set the correct expectations with the FAP.The customer asks, “Okay so if my computer was streaming for 10 days straight, then it would be the same 59 dollars a month?” The agent responds, “Correct, your price is locked in. There’s no overage fees, it’s never going to change.” The agent reads all final terms and conditions correctly. The only question the customer has about the final terms was in regards to the auto-billing, which the customer wanted and agent said was already set up. 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]
November 29, 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 concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. “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.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]‘s frustration and concern. After further review, in light of the issues Ms. [redacted] experienced with the service. We processed the remaining refund of $96.31 to the credit card on file the refund should post in (3) business days. 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]
12/1/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404RE: [redacted]File # [redacted]In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fee that was assessed when he terminated his service.HughesNet completed a full audit on [redacted]'s account and reviewed all the pertinent details based on his concerns. According to the case history on his account, after the initial install was completed [redacted] called into HughesNet support roughly one month later with service issues. HughesNet's technical team attempted to assist with troubleshooting; however, [redacted] declined to assist the agent and insisted HughesNet send a technician out to his home. When notified of the dispatch fee, [redacted] said waive the fee or lose his business. As a courtesy to him, HughesNet did waive the dispatch fee. Following the second dispatch, which was determined to have no service issues, [redacted] called back into HughesNet support on November 6th, to terminate his service. HughesNet again offered to assist [redacted] with troubleshooting; however, the offer was declined again. When subscribers decline to assist the technical team with troubleshooting HughesNet finds it very challenging to discover the root cause of the customers concerns; furthermore, most all HughesNet subscriber's issue can be resolved with troubleshooting.It was validated that when [redacted] canceled his services he was notified of the early termination fee that would be assessed and HughesNet again offered him a chance to troubleshoot to retain his business, but [redacted] declined. Additionally, HughesNet noticed that from mid-September until canceling there was a month and a half time frame where no calls were made into HughesNet support. Based on this finding, HughesNet pulled data usage records for the month of October which showed the service was being utilized within the home. Also, the usage was so high that [redacted] even ended up consuming all of his monthly data allowance. So HughesNet does believe that service was provided and when issues arised assistance was declined making it very difficult to help [redacted]. Until all troubleshooting efforts have been exhausted HughesNet finds no justification for waiving the early termination fee.HughesNet would like to offer [redacted] the opportunity to reactivate his services and HughesNet will waive the fee to do so; additionally, HughesNet will price match him up to the next tier plan for his remaining term commitment. [redacted] has until January 12th, 2018 to reactivate his service. Furthermore, as an added courtesy for [redacted] and in order to reach an amicable resolution to his complaint, HughesNet did provide one month service credit for the technical issues he had in September. This adjustment of $85.88 has already been applied and can be refunded back to the card on file. HughesNet's Corporate Officer did attempt to reach [redacted] on December 1st to discuss the resolution and verify the credit card on file to process the refund but was unsuccessful. If [redacted] can find a moment he may contact HughesNet support at ###-###-#### to verify the card so the refund can be issued, please reference Case # [redacted] when calling.HughesNet does realize that this may not have been the outcome he had hoped for, but based on the findings HughesNet is well within our legal rights to assess the early termination fee according to his subscriber agreement which [redacted] accepted at the time of order. He may reference this agreement at www.legal.hughesnet.com. 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 DivisionYou have successfully issued credit for the site [redacted] an amount of ($85.88) Case ID for the operation is [redacted]. ( 1 Month service credit for Technical Issues and for Revdex.com Settlement )
November 12, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [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 concerns regarding her HughesNet service. Our executive customer care representative reviewed all pertinent database records prior to establishing contact with Ms. [redacted]. Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. “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.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. Hughes listens to the sales call and Ms. [redacted] was advising her service will be $39.99 plus the $9.99 lease fee and applicable taxes. After review of the account, there is a $10.00 credit for (3) months that will offset the lease fee. In addition, the additional warranty fees have been removed from the account.In light of Ms. [redacted]’s issue, Hughes has provide a credit of $20.00 off for (12) months to the account. 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,Ecole F[redacted]
October 13, 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 September 25, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] is seeking to terminate service without a penalty fee. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the sales and customer service calls. HughesNet would like to sincerely apologize for the customer service that brought [redacted] to tears. It is not HughesNet intentions to treat our customer's in that manner and will provide enhancement training to address the issue. HughesNet does not offer a 30 day guarantee to cancel service without penalty. Our sales associate informed **. and [redacted] once the Prime Plus 10 GB data allowance exceeds the speeds are throttled to 1.5 MBPS. We suggested to stream video in standard definition versus Hi Definition to conserve data allowance. **. and [redacted] mentioned they understood. After reviewing the calls between February 20, 2017 to March 25, 2017, [redacted]'s technical issues were resolved by troubleshooting with our technical support team. [redacted] also confirmed the issue was resolved prior to hanging up. We also offered to upgrade to the new Gen 5 service at a discounted rate and [redacted] accepted the offer. During the month of April, [redacted] called for password issues and asking if the router can be returned for a refund. Calls between May leading up September when [redacted] requested to cancel service were due to exceeding data allowance she purchased with her service plan. We offered to upgrade from the 10 GB plan to the 20 GB plan with a discount and [redacted] accepted. [redacted] must keep in mind HughesNet practices a fair access policy which applies to all service plans. Fair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribers. HughesNet Gen5 service plans allow unlimited downloading and uploading. However, each HughesNet Gen5 service plan is assigned a Service Plan Data Allowance. This is the amount of data, in bytes, which can be uploaded or downloaded within the month at full speed. If your data usage exceeds the allowance for your plan, the speed of your service will be reduced until your next billing period. The speed of the services may be reduced to as low as or lower than 1 Mbps. HughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribers. Regarding termination of the account without a penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. The early termination fee of $360 is valid because it was determined the service is performing at adequate speed levels and the connectivity issues occur because data allowance exceeded. Considering [redacted] issues, HughesNet can consider waiving 50% of the early termination fee and can issue a credit of $160 to the account. The remaining amount on the account is $160 that needs to be paid to bring the closing balance to $0.00. 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 your 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]. Thank you very much for your consideration. Sincerely,J C[redacted] Executive Customer Support [redacted] [email protected]
April 14, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have previously contacted [redacted] to resolve the issue. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on May 5, 2012. In September of 2014, [redacted]’s account service plan was upgraded to the Gen 4 service plan. Regarding [redacted]’s latest concern, she was to receive a follow up call from our advanced support agent and the account is noted as such. We will reach out to our advanced support department to initiate an additional request to contact [redacted] on the evening of April 14, 2015 around the same time she was to receive the call on April 2, 2015. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
[redacted] 11/22/17Trade 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 has been acknowledged that [redacted] has not received the agreed refund that HughesNet has offered. HughesNet addressed [redacted] concern immediately and was able to confirm why the refund was not processed. Based on the findings, HughesNet felt it was necessary to contact [redacted] on November 22nd; upon speaking to her, the Corporate Officer explained that because the card was not verified the refund had not been processed when it should have been. [redacted] informed the Officer that she had stated to refund it back on the same card in her second response through the Revdex.com. Unfortunately, there was some breakdown in the communication and this was overlooked, partially because the case was considered resolved. HughesNet apologized to [redacted] for the mishap and confirmed the credit card on file. Additionally, the refund for her last invoice payment, including the early termination fee for $369.37, will be issued to date and she can expect to receive it within 7-10 business days depending on her financial institution. [redacted] was concerned about the final bill; however, HughesNet explained the prorated charges and why the balance came to the total that it did. HughesNet feels that [redacted] had a clearer understanding of the invoice after reviewing it with the Corporate Officer, and she agreed to the new refund amount and understood the time frame as well. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. HughesNet is sorry for any inconveniences [redacted] may have had. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Warmest Regards,D.M[redacted] Executive Customer Care Support Division
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]
December 10, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]In
response to your letter to the Executive Customer Support division of...
Hughes,
It is our understanding that [redacted] has some concerns regarding his HughesNet
service. Our
Executive Customer Support representative reviewed all pertinent database
records. Our records indicate that the
account is registered to [redacted] and was activated on June 9, 2014. At
the time [redacted] ordered her service, she had to agree to the terms and
conditions of our subscriber agreement to begin her service with Hughes. Hughes’
subscriber agreement contains specific language advising our customers that we
do not guarantee minimum speeds. “HNS
EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE
ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” 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
[redacted] 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. Hughes service will
work with some online games but doesn’t recommend the service real time online
gaming. 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. Relative
to [redacted]’s concerns about unexplained loss of data, any device that is capable of going
online can drain your usage - such devices include but are not limited to
computers (desktops, laptops, [redacted], or PCs), tablets ([redacted], PC pads, readers,
etc...), phones (any smart phone in your home), TVs (most TVs today are
equipped to go online - this will add to your usage), online gaming devices
([redacted], [redacted], [redacted], etc...) and in some cases home appliances that
communicate to you (thermostats, fridges, etc...). If you have any gaming
devices in your home, please remember that software updates for online games
are frequently high in bandwidth and that more often than not, online gaming
devices update automatically by default. We ask
customers to take a screenshot of their status meter that shows how much
bandwidth or data allowance they have available and then unplug the LAN cable
from their modem and or router (if they’re using a router) and take note of the
day and time it’s unplugged. Leave it unplugged possibly overnight or while at
work and then plug it back up. What the customer should see is there has been
no change or usage during the period of time that the LAN cable was unplugged
from the router and or modem. This is the most effective way to troubleshoot
the issue and if
[redacted] is still having issues with unexplained data loss we are happy to
schedule a call with advance technical support to further troubleshoot his
service to insure that it is operating as it should.We
sincerely regret any inconvenience that [redacted] may have experienced and are
hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Darron
W[redacted]Executive
Customer Support###-###-####[email protected]
In response to your letter to the executive customer care division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. “To ensure [redacted] Internet access for all HughesNet® Gen4...
subscribers, Hughes maintains a special [redacted] 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.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he 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.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern.After further review, Hughes has created a complimentary dispatch for a technician to arrive on site and check Mr. [redacted]’s system components. We also issued a one month service credit to the account.If Mr. [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees. Mr. [redacted] may contact me directly with any additional questions.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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole [redacted]Sr. Executive Customer Support###-###-####
December 22, 2015 [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 second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding the HughesNet service installed on his property. Regarding [redacted]’s latest concern Hughes completely understands his situation but unfortunately doesn’t have the ability to change or modify the installation guidelines at this time. As we have previously stated [redacted]’ situation is a landlord/tenant affair and our current guidelines require tenants to inform our agents that permission is granted for the install if it a leased or rented property. If the tenant provides false or misleading information as it relates to the permission for the installation the landlord will need to pursue resolution with the tenant. This is the best response that we can give regarding [redacted]’ concerns and respectfully request that this complaint be closed. We apologize for any inconvenience. Very truly yours, Darron W[redacted] Executive Customer Support [redacted] [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 as Answered]
Complaint: [redacted]
I am rejecting this response because: we moved in August, I did contact them before we moved and asked what equipment I needed to bring with me. The person I spoke with explained what I needed. And at that point the service was no longer being used. I was charged for September and October at 99$ for each month that service was not being used that more than cover a the cost of early termination. So I don't feel I should have to pay anything.
Regards,
[redacted]
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear [redacted]:
In response to your rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 13, 2014. On July 11, 2017 [redacted]’s account was cancelled.
Regarding [redacted]’s latest concern please be advised that we can confirm receipt of the equipment. The final bill in the amount of $26.13 was actually prorated charges for service through the end of the bill cycle on July 15, 2017 rather than the reactivation fee which had already been credited. As a courtesy we have cleared the remaining balance on the account to bring it to zero.
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
Very truly yours,
Darron ** W[redacted]
Executive Customer Support
[redacted] [email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404RE: [redacted]File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] was subscribed...
to HughesNet services but has since canceled and had some concerns relating to the early termination fee he was charged.HughesNet has reviewed all pertinent details relating to [redacted]'s concerns. It has been confirmed based on his account case notes that [redacted] refused to troubleshoot his service issues with HughesNet's technical team and was very determined to cancel service. According to the findings, it was verified that [redacted] placed his initial order through HughesNet's Online services; upon ordering the service he agreed to the terms and conditions which includes the entire subscriber's agreement and the early termination policy. This accept terms box had to be checked in order for [redacted] to move forward with the ordering process. “All Service Plans require a commitment of twenty-four (24) months. If you have subscribed to any Service Plan and you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees described below. In addition, unless you purchased the HughesNet Equipment, you will be required to return the applicable Equipment to Hughes whenever you terminate your service, or you will be required to pay the Unreturned Equipment Fee described below. If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service. Further, you must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).” [redacted] can reference www.legal.hughesnet.com for all HughesNet's disclaimers, policies, terms and conditions. Furthermore, a return kit was sent and delivered to [redacted]'s home on October 28th, and currently the equipment has not been returned to stock. As HughesNet is satellite internet, there is an inherent latency in the system that cannot be avoided. It’s important to remember that [redacted]'s home is approximately 22,000 miles away from the HughesNet satellite in space. HughesNet's bandwidth is shared by all subscribers. If [redacted] would like to reactivate his service the early termination fee would be be reversed. Additionally, he would allow technical agents to troubleshoot his service if needed. As a courtesy, HughesNet would waive the reactivation fee as well. [redacted] only has until December 8th to reactivate; after this date he would have to open a new account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the services received on the account and what has been paid. HughesNet would like to apologize for some of the confusion regarding the bill as we experienced an error in our billing processes that delayed the reversal of some customers' payments. [redacted] was one of these customers. While her bank stopped honoring payments taken out of her account in July these were not reversed as rejected payments until October. This had the effect of keeping the customer's services active long after they normally would have been suspended for non-payment assuming the customer had not called to update her payment information. [redacted]'s internet services were actually suspended on October 19th, even though she tried using the services in September but was unable to. This was likely do to a technical issue that might have been solved with a phone call to technical support. While we regret the billing error, it is the customer's responsibility to keep her payment method up to date regardless of hold times or what she may assume the company will do, like send a paper bill or terminate services. The payments for July, August, and September were reversed as the bank did not honor these payments. HughesNet will concede that when [redacted] tried using services in September and was unable to she thought the services were terminated. We are therefore willing to credit the period from September 19th to October 19th one month prior to the actual date of suspension and approximately the time the customer said the services did not work. We would also agree to credit half of the early termination fee. The early termination fee at the time of cancellation was $130, half of which is $65. [redacted] did make a payment for one month of service on November 3rd which will count towards July's reversed payment. What remains would be August's reversed payment of $71.29 and half of the early termination fee, $65, for a total owed of $136.29. We were providing active internet service through August due to the delay in payment reversal. A self addressed postage paid mailer has been sent to the [redacted]'s address for the return of her equipment. She can ship her modem and radio transmitter which can be found on the end of her satellite dish. We would suggest that [redacted] retain a return tracking number as proof of her return. 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]
[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]
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: calling Hughesnet’s customer service lines take several hours to conduct any sort of business due to the wait time to talk to anyone and then the actual process to troubleshoot. I just had this product installed and I shouldn’t have to go through this process. If Hughesnet thinks there is a fix for my problem then they should return to my house and fix what was started and not put the process off on me. I’ve had Hughesnet for many years now and have little faith in their product. It has never been a good product but it is the only option I have. I fell for another sales scheme of faster service and an left with worse service than I had before. And, Hughesnet wants me to spend my time to fix it! And all I am asking is to remove my contract! Service is not as advertised therefore there should be no contract! Simple!Regards,
[redacted]
January 30, 2018 [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 he experienced with the lack of repairs to his home, the rebate process and automatically drafting payments from the [redacted] on file. HughesNet understands [redacted]'s frustration and concern. His concerns and issues have reached our top senior management team who make every effort to ensure we are meeting the expectations of our customers. HughesNet appreciates the feedback regarding the repairs that were not completed by [redacted]. On [redacted]'s behalf, we reached out to [redacted] to obtain information regarding a follow up appointment to patch and repair the cracks left on the home. We were directed to a voice mail and provided [redacted]'s name, account number and contact phone number as it appears on this complaint. If [redacted] has not heard from [redacted] within 48 business hours he can call ###-###-#### and explain a follow up appointment has not been scheduled to repair his home.HughesNet understands the rebate process was not explained and we have provided the steps [redacted] has to take to submit his rebate request. We understand [redacted] is requesting HughesNet to submit the refund on his behalf, however, due to security purposes we are unable to do so. We can offer assistance with guiding him through the registration and website. Please contact our support team for assistance at ###-###-#### (9AM - 11PM EST). HughesNet can remove the [redacted] on file. Our billing options are as follows: [redacted] can add a different payment method such as a credit card, debit card or checking account to keep automatic drafts. Or, we can remove automatic drafts altogether and switch the account to receive an invoice by mail. This option has a $5.00 per month service fee, which is applied to the account to offset the cost of invoice generation, mailing, and processing. This fee is mandatory. If [redacted] chooses to receive invoices by mail, please contact our billing support team to provide the address where invoices should be sent. We are hopeful contacting the dealer on [redacted]'s behalf, providing [redacted]'s phone number, offering assistance with guiding [redacted] through the rebate process and providing steps on how to remove the [redacted] on file 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
June 23, 2016 [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted]
[redacted] Dear Mr. Dennis: 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 service was activated on January 22, 2016. At the time Mr. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his 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 [redacted] 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 that there are no calls to report any issues with Mr. [redacted]’s service since it was installed. It is advised that he reach out to our customer support to troubleshoot the service to insure that it is operating as it should. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me.
Regards,
[redacted]
July 20, 2016 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted]
[redacted] Dear Mr. [redacted] In response to your second rebuttal 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] service was activated on January 22, 2016. Regarding Mr. [redacted] latest concern please be advised that a sales call review has determined that Mr. [redacted] was properly advised of the service and capabilities including being read the terms and conditions. Please find a summary of the sales call review below; The agent and customer discuss what they would be doing online, and the customer does state that they would be doing [redacted]. The agent specifically asks about working from home, and the customer makes no mention of their home business. The agent does read the verbatim streaming disclosure to the customer, which at the time stated, “Great! You will be able to enjoy about 20 hours of Standard Definition movies a month with our most popular mid-tier plan.” (We have since updated it to read “up to 15 hours”). Immediately after reading the disclosure, the agent states, “So all of your [redacted], all of those streaming applications that one may want to use are going to work just fine without loading or buffering the whole time. It’s high speed, so you can get what you want to when you want to at one locked in price.” The agent pitches the plan in full, including the data allowance. The customer asks, “How many gigabytes a month do I get?” The agent responds, “No matter how much internet you use, you never ever get shut off, and there is absolutely no overage fees at all. So you can actually use as many gigabytes as you want, we simply just guarantee the fastest speeds for a certain amount of data. If you were to use all of your allotted data, it would just slow down for [redacted]. General web browsing, [redacted], email, online shopping, that kind of stuff is going to work just fine all of the time, no matter how much internet you use.” The agent will be coached to directly answer the customers question in this situation, and set the correct expectations with the FAP.The customer asks, “Okay so if my computer was streaming for 10 days straight, then it would be the same 59 dollars a month?” The agent responds, “Correct, your price is locked in. There’s no overage fees, it’s never going to change.” The agent reads all final terms and conditions correctly. The only question the customer has about the final terms was in regards to the auto-billing, which the customer wanted and agent said was already set up. 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]
November 29, 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 concerns regarding her service. Our executive customer care representative reviewed all pertinent database records. “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.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]‘s frustration and concern. After further review, in light of the issues Ms. [redacted] experienced with the service. We processed the remaining refund of $96.31 to the credit card on file the refund should post in (3) business days. 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]
[redacted] ...
12/1/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404RE: [redacted]File # [redacted]In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] was subscribed to HughesNet services but has since canceled and had some concerns relating to the early termination fee that was assessed when he terminated his service.HughesNet completed a full audit on [redacted]'s account and reviewed all the pertinent details based on his concerns. According to the case history on his account, after the initial install was completed [redacted] called into HughesNet support roughly one month later with service issues. HughesNet's technical team attempted to assist with troubleshooting; however, [redacted] declined to assist the agent and insisted HughesNet send a technician out to his home. When notified of the dispatch fee, [redacted] said waive the fee or lose his business. As a courtesy to him, HughesNet did waive the dispatch fee. Following the second dispatch, which was determined to have no service issues, [redacted] called back into HughesNet support on November 6th, to terminate his service. HughesNet again offered to assist [redacted] with troubleshooting; however, the offer was declined again. When subscribers decline to assist the technical team with troubleshooting HughesNet finds it very challenging to discover the root cause of the customers concerns; furthermore, most all HughesNet subscriber's issue can be resolved with troubleshooting.It was validated that when [redacted] canceled his services he was notified of the early termination fee that would be assessed and HughesNet again offered him a chance to troubleshoot to retain his business, but [redacted] declined. Additionally, HughesNet noticed that from mid-September until canceling there was a month and a half time frame where no calls were made into HughesNet support. Based on this finding, HughesNet pulled data usage records for the month of October which showed the service was being utilized within the home. Also, the usage was so high that [redacted] even ended up consuming all of his monthly data allowance. So HughesNet does believe that service was provided and when issues arised assistance was declined making it very difficult to help [redacted]. Until all troubleshooting efforts have been exhausted HughesNet finds no justification for waiving the early termination fee.HughesNet would like to offer [redacted] the opportunity to reactivate his services and HughesNet will waive the fee to do so; additionally, HughesNet will price match him up to the next tier plan for his remaining term commitment. [redacted] has until January 12th, 2018 to reactivate his service. Furthermore, as an added courtesy for [redacted] and in order to reach an amicable resolution to his complaint, HughesNet did provide one month service credit for the technical issues he had in September. This adjustment of $85.88 has already been applied and can be refunded back to the card on file. HughesNet's Corporate Officer did attempt to reach [redacted] on December 1st to discuss the resolution and verify the credit card on file to process the refund but was unsuccessful. If [redacted] can find a moment he may contact HughesNet support at ###-###-#### to verify the card so the refund can be issued, please reference Case # [redacted] when calling.HughesNet does realize that this may not have been the outcome he had hoped for, but based on the findings HughesNet is well within our legal rights to assess the early termination fee according to his subscriber agreement which [redacted] accepted at the time of order. He may reference this agreement at www.legal.hughesnet.com. 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 DivisionYou have successfully issued credit for the site [redacted] an amount of ($85.88) Case ID for the operation is [redacted]. ( 1 Month service credit for Technical Issues and for Revdex.com Settlement )
November 12, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [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 concerns regarding her HughesNet service. Our executive customer care representative reviewed all pertinent database records prior to establishing contact with Ms. [redacted]. Please be advised when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subject to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. “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.”While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern. Hughes listens to the sales call and Ms. [redacted] was advising her service will be $39.99 plus the $9.99 lease fee and applicable taxes. After review of the account, there is a $10.00 credit for (3) months that will offset the lease fee. In addition, the additional warranty fees have been removed from the account.In light of Ms. [redacted]’s issue, Hughes has provide a credit of $20.00 off for (12) months to the account. 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,Ecole F[redacted]
October 13, 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 September 25, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service. [redacted] is seeking to terminate service without a penalty fee. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the sales and customer service calls. HughesNet would like to sincerely apologize for the customer service that brought [redacted] to tears. It is not HughesNet intentions to treat our customer's in that manner and will provide enhancement training to address the issue. HughesNet does not offer a 30 day guarantee to cancel service without penalty. Our sales associate informed **. and [redacted] once the Prime Plus 10 GB data allowance exceeds the speeds are throttled to 1.5 MBPS. We suggested to stream video in standard definition versus Hi Definition to conserve data allowance. **. and [redacted] mentioned they understood. After reviewing the calls between February 20, 2017 to March 25, 2017, [redacted]'s technical issues were resolved by troubleshooting with our technical support team. [redacted] also confirmed the issue was resolved prior to hanging up. We also offered to upgrade to the new Gen 5 service at a discounted rate and [redacted] accepted the offer. During the month of April, [redacted] called for password issues and asking if the router can be returned for a refund. Calls between May leading up September when [redacted] requested to cancel service were due to exceeding data allowance she purchased with her service plan. We offered to upgrade from the 10 GB plan to the 20 GB plan with a discount and [redacted] accepted. [redacted] must keep in mind HughesNet practices a fair access policy which applies to all service plans. Fair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribers. HughesNet Gen5 service plans allow unlimited downloading and uploading. However, each HughesNet Gen5 service plan is assigned a Service Plan Data Allowance. This is the amount of data, in bytes, which can be uploaded or downloaded within the month at full speed. If your data usage exceeds the allowance for your plan, the speed of your service will be reduced until your next billing period. The speed of the services may be reduced to as low as or lower than 1 Mbps. HughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribers. Regarding termination of the account without a penalty, please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. The early termination fee of $360 is valid because it was determined the service is performing at adequate speed levels and the connectivity issues occur because data allowance exceeded. Considering [redacted] issues, HughesNet can consider waiving 50% of the early termination fee and can issue a credit of $160 to the account. The remaining amount on the account is $160 that needs to be paid to bring the closing balance to $0.00. 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 your 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]. Thank you very much for your consideration. Sincerely,J C[redacted] Executive Customer Support [redacted] [email protected]
April 14, 2015 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear [redacted]: In response to your letter to the Executive Customer Support division of Hughes, we have previously contacted [redacted] to resolve the issue. It is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on May 5, 2012. In September of 2014, [redacted]’s account service plan was upgraded to the Gen 4 service plan. Regarding [redacted]’s latest concern, she was to receive a follow up call from our advanced support agent and the account is noted as such. We will reach out to our advanced support department to initiate an additional request to contact [redacted] on the evening of April 14, 2015 around the same time she was to receive the call on April 2, 2015. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
[redacted] 11/22/17Trade 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 has been acknowledged that [redacted] has not received the agreed refund that HughesNet has offered. HughesNet addressed [redacted] concern immediately and was able to confirm why the refund was not processed. Based on the findings, HughesNet felt it was necessary to contact [redacted] on November 22nd; upon speaking to her, the Corporate Officer explained that because the card was not verified the refund had not been processed when it should have been. [redacted] informed the Officer that she had stated to refund it back on the same card in her second response through the Revdex.com. Unfortunately, there was some breakdown in the communication and this was overlooked, partially because the case was considered resolved. HughesNet apologized to [redacted] for the mishap and confirmed the credit card on file. Additionally, the refund for her last invoice payment, including the early termination fee for $369.37, will be issued to date and she can expect to receive it within 7-10 business days depending on her financial institution. [redacted] was concerned about the final bill; however, HughesNet explained the prorated charges and why the balance came to the total that it did. HughesNet feels that [redacted] had a clearer understanding of the invoice after reviewing it with the Corporate Officer, and she agreed to the new refund amount and understood the time frame as well. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. HughesNet is sorry for any inconveniences [redacted] may have had. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Warmest Regards,D.M[redacted] Executive Customer Care Support Division
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]
December 10, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]In
response to your letter to the Executive Customer Support division of...
Hughes,
It is our understanding that [redacted] has some concerns regarding his HughesNet
service. Our
Executive Customer Support representative reviewed all pertinent database
records. Our records indicate that the
account is registered to [redacted] and was activated on June 9, 2014. At
the time [redacted] ordered her service, she had to agree to the terms and
conditions of our subscriber agreement to begin her service with Hughes. Hughes’
subscriber agreement contains specific language advising our customers that we
do not guarantee minimum speeds. “HNS
EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE
ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” 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
[redacted] 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. Hughes service will
work with some online games but doesn’t recommend the service real time online
gaming. 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. Relative
to [redacted]’s concerns about unexplained loss of data, any device that is capable of going
online can drain your usage - such devices include but are not limited to
computers (desktops, laptops, [redacted], or PCs), tablets ([redacted], PC pads, readers,
etc...), phones (any smart phone in your home), TVs (most TVs today are
equipped to go online - this will add to your usage), online gaming devices
([redacted], [redacted], [redacted], etc...) and in some cases home appliances that
communicate to you (thermostats, fridges, etc...). If you have any gaming
devices in your home, please remember that software updates for online games
are frequently high in bandwidth and that more often than not, online gaming
devices update automatically by default. We ask
customers to take a screenshot of their status meter that shows how much
bandwidth or data allowance they have available and then unplug the LAN cable
from their modem and or router (if they’re using a router) and take note of the
day and time it’s unplugged. Leave it unplugged possibly overnight or while at
work and then plug it back up. What the customer should see is there has been
no change or usage during the period of time that the LAN cable was unplugged
from the router and or modem. This is the most effective way to troubleshoot
the issue and if
[redacted] is still having issues with unexplained data loss we are happy to
schedule a call with advance technical support to further troubleshoot his
service to insure that it is operating as it should.We
sincerely regret any inconvenience that [redacted] may have experienced and are
hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request
that our response to this complaint be accepted as closure to the case. In the event you have any additional
questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very
truly yours,Darron
W[redacted]Executive
Customer Support###-###-####[email protected]
In response to your letter to the executive customer care division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. “To ensure [redacted] Internet access for all HughesNet® Gen4...
subscribers, Hughes maintains a special [redacted] 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.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he 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.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Ms. [redacted]’s frustration and concern.After further review, Hughes has created a complimentary dispatch for a technician to arrive on site and check Mr. [redacted]’s system components. We also issued a one month service credit to the account.If Mr. [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees. Mr. [redacted] may contact me directly with any additional questions.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. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole [redacted]Sr. Executive Customer Support###-###-####
December 22, 2015 [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 second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding the HughesNet service installed on his property. Regarding [redacted]’s latest concern Hughes completely understands his situation but unfortunately doesn’t have the ability to change or modify the installation guidelines at this time. As we have previously stated [redacted]’ situation is a landlord/tenant affair and our current guidelines require tenants to inform our agents that permission is granted for the install if it a leased or rented property. If the tenant provides false or misleading information as it relates to the permission for the installation the landlord will need to pursue resolution with the tenant. This is the best response that we can give regarding [redacted]’ concerns and respectfully request that this complaint be closed. We apologize for any inconvenience. Very truly yours, Darron W[redacted] Executive Customer Support [redacted] [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 as Answered]
Complaint: [redacted]
I am rejecting this response because: we moved in August, I did contact them before we moved and asked what equipment I needed to bring with me. The person I spoke with explained what I needed. And at that point the service was no longer being used. I was charged for September and October at 99$ for each month that service was not being used that more than cover a the cost of early termination. So I don't feel I should have to pay anything.
Regards,
[redacted]
August 8, 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 rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service.
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on September 13, 2014. On July 11, 2017 [redacted]’s account was cancelled.
Regarding [redacted]’s latest concern please be advised that we can confirm receipt of the equipment. The final bill in the amount of $26.13 was actually prorated charges for service through the end of the bill cycle on July 15, 2017 rather than the reactivation fee which had already been credited. As a courtesy we have cleared the remaining balance on the account to bring it to zero.
We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.
Very truly yours,
Darron ** W[redacted]
Executive Customer Support
[redacted]
[email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404RE: [redacted]File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] was subscribed...
to HughesNet services but has since canceled and had some concerns relating to the early termination fee he was charged.HughesNet has reviewed all pertinent details relating to [redacted]'s concerns. It has been confirmed based on his account case notes that [redacted] refused to troubleshoot his service issues with HughesNet's technical team and was very determined to cancel service. According to the findings, it was verified that [redacted] placed his initial order through HughesNet's Online services; upon ordering the service he agreed to the terms and conditions which includes the entire subscriber's agreement and the early termination policy. This accept terms box had to be checked in order for [redacted] to move forward with the ordering process. “All Service Plans require a commitment of twenty-four (24) months. If you have subscribed to any Service Plan and you terminate service prior to the expiration of the commitment, you will owe, and your credit or debit card will be charged, the Early Termination Fees described below. In addition, unless you purchased the HughesNet Equipment, you will be required to return the applicable Equipment to Hughes whenever you terminate your service, or you will be required to pay the Unreturned Equipment Fee described below. If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service. Further, you must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).” [redacted] can reference www.legal.hughesnet.com for all HughesNet's disclaimers, policies, terms and conditions. Furthermore, a return kit was sent and delivered to [redacted]'s home on October 28th, and currently the equipment has not been returned to stock. As HughesNet is satellite internet, there is an inherent latency in the system that cannot be avoided. It’s important to remember that [redacted]'s home is approximately 22,000 miles away from the HughesNet satellite in space. HughesNet's bandwidth is shared by all subscribers. If [redacted] would like to reactivate his service the early termination fee would be be reversed. Additionally, he would allow technical agents to troubleshoot his service if needed. As a courtesy, HughesNet would waive the reactivation fee as well. [redacted] only has until December 8th to reactivate; after this date he would have to open a new account. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding the services received on the account and what has been paid. HughesNet would like to apologize for some of the confusion regarding the bill as we experienced an error in our billing processes that delayed the reversal of some customers' payments. [redacted] was one of these customers. While her bank stopped honoring payments taken out of her account in July these were not reversed as rejected payments until October. This had the effect of keeping the customer's services active long after they normally would have been suspended for non-payment assuming the customer had not called to update her payment information. [redacted]'s internet services were actually suspended on October 19th, even though she tried using the services in September but was unable to. This was likely do to a technical issue that might have been solved with a phone call to technical support. While we regret the billing error, it is the customer's responsibility to keep her payment method up to date regardless of hold times or what she may assume the company will do, like send a paper bill or terminate services. The payments for July, August, and September were reversed as the bank did not honor these payments. HughesNet will concede that when [redacted] tried using services in September and was unable to she thought the services were terminated. We are therefore willing to credit the period from September 19th to October 19th one month prior to the actual date of suspension and approximately the time the customer said the services did not work. We would also agree to credit half of the early termination fee. The early termination fee at the time of cancellation was $130, half of which is $65. [redacted] did make a payment for one month of service on November 3rd which will count towards July's reversed payment. What remains would be August's reversed payment of $71.29 and half of the early termination fee, $65, for a total owed of $136.29. We were providing active internet service through August due to the delay in payment reversal. A self addressed postage paid mailer has been sent to the [redacted]'s address for the return of her equipment. She can ship her modem and radio transmitter which can be found on the end of her satellite dish. We would suggest that [redacted] retain a return tracking number as proof of her return. 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]
[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]