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.‘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.”Mr. [redacted] would need to take adequate speed test and web responsive test without a router in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.We would need for Mr. [redacted] to contact me back directly after the speed test have been completed.If Mr. [redacted] needs additional help on how to process the test he may contact our customer support team at ###-###-####.If Mr. [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees. There is currently a discount of $20.00 off for (6) months on the account with (3) months remaining towards the discount. 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
August 25, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service. Our...
Executive Customer Care representative reviewed all pertinent database records. After review we have waived the unreturned fee of $324.75. The closing balance is $0.00. The amount will be removed from our collections department Joseph M[redacted] and [redacted]’s account in (2) to (4) weeks and all correspondence should cease from them. Hughes doesn’t report to “Access Receivables” this company must be associated with the credit card that was on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
March 24, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Case # 12022212 Dear [redacted] In response to your letter dated...
March 04, 2017, to the Executive Customer Care division of Hughes, we have attempted to contact Mr. [redacted]s with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with Mr. [redacted]s to date. Consequently, we are unable to determine if Mr. [redacted]s’s concerns have been fully addressed. We would like to request additional methods for us to reach Mr. [redacted]s. Please provide a different phone number where he can be reached and/or email address. On March 24, 2017 Hughes waived Mr. [redacted]s’s $355.00 early termination fee. Hughes is wholly committed to clarifying the nature of Mr. [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 Mr. [redacted]s. Sincerely, William [redacted]
[redacted]
[redacted]
January 22, 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 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] account was activated on December 26, 2013 and requested to suspend his service on July 31, 2014 due to loss caused by a fire. Mr. Bown’s service was ultimately canceled on December 20, 2014. Per our subscriber agreement, Hughes is not responsible for damage or loss caused by fire, flood, wind, lightning, earthquake, or other acts of God. While we understand that this has been a traumatic experience for Mr. [redacted], unfortunately Hughes isn’t able to waive charges regarding his situation. In those situations the customer must file a claim with their homeowner’s or renter’s insurance to cover the cost of the loss. Regarding Mr. [redacted] request to cancel without penalty and have the balance waived, please be advised that 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 his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit for the service charges in the amount of $162.82. In addition, we have waived half of the early termination fee in the amount of $140.00. Mr. [redacted] will need to file a claim with his insurance company to cover the remaining balance of $449.00 which includes the equipment cost and half of the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[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 My wife and I continue to wish HughesNet would release us from their contract without penalty fees. We still believe that our problems we are experiencing with this service should allow us the ability to be legally allowed to do so. However, since we do not have access to sufficient legal assistance to pursue this any further, we thankfully accept the mentioned discounts, and look forward to when our contract with HughesNet ends.
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]
February 15, 2018 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: HughesNet received [redacted] response at our Executive Customer Care division of HughesNet. We have attempted to contact [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with [redacted] and understand our return calls may be at an inconvenient time. HughesNet understands [redacted] experienced connectivity issues after the on-site visit. Our records indicate [redacted] contacted HughesNet February 6, 2018 and terminated service. Our account management team submitted a standard cancellation and waived 100% of early termination fee. It is the customer's responsibility to ship back the equipment. On February 28, 2018 a box and prepaid shipping label will be sent to the site address on file. Please return the modem, power cord, and the radio transmitter no later than April 13, 2018 to avoid being charged an Unreturned Equipment Fee of up to $300. 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J. C[redacted] Executive Customer Support
[redacted] 11/30/17Trade 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] was...
subscribed to HughesNet services but has since canceled services and had some concerns relating to the un-returned equipment charge for the radio transmitter. HughesNet has completed an audit on [redacted]'s account and have reviewed all pertinent details based on his complaint. According to the Executive Officer's findings it was verified that [redacted] was not satisfied with HughesNet services and canceled shortly after the install was complete. Additionally, invoice history shows an initial payment was made for $86.67 which included install, activation, and first month of service. HughesNet does understand that [redacted] did not even use the service; however, since an install and activation was completed the installation contractor had to be paid which is why HughesNet has determined that we cannot refund [redacted] the initial payment made since services were provided at his home. Furthermore, regarding the outstanding balance of $212. It has been validated that this charge is for the un-returned radio transmitter which HughesNet did attempt to recover on June 30th, 2017. According to the case notes, an Installer was dispatched at no charge to [redacted]'s home to recover this equipment; however, when the installer arrived [redacted] wanted them to remove the pole and concrete from where the dish had originally been installed. [redacted] was informed that they do not do that and this type of service order would need to be estimated as to the appropriate costs to complete that work. [redacted] told the technician if he wasn't going to remove the pole and concrete, don't touch anything. This caused the de-install to be canceled and remain a balance on [redacted]'s account which is now in collections and out of HughesNet's hands. [redacted] can contact the correct department at 1-888-849-1896 to settle his debt with them. HughesNet would like to inform [redacted] that like all internet and cable companies, it very uncommon that when a subscriber cancels their services the dish will be removed. Most always once it is installed it's up to the consumer to be responsible for removing the dish if they wish to do so. Additionally, most companies like HughesNet can have a contractor come out to provide an estimate to have this type of work completed but it is not standard procedures for any satellite related services to remove the dish. Lastly, a Corporate Officer did attempt to reach out to [redacted] on November 30th; however, the only number listed on his account was reported by the answering individual that it was the wrong number. HughesNet would like to apologize to [redacted] for the phone call. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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
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 and is
seeking a refund for the early termination fee. 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.”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. After
further review, the trial period should have been extended. As a
result, Hughes has issued a refund of $400.00 back to the credit card
on file dated 02/19/2015. It
is the customer responsibility to return the equipment and there is a
$99.99 de-installation fee if customers need a technician to be sent
to the site to successfully remove the equipment. A box
will arrive within 7-10 business days 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.Ms.
[redacted] may contact me directly with any additional questions.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]Sr.
Executive Customer Support###-###-####[redacted]
November 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10289448 Dear [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on August 10, 2013. On October 28, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $205.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement and there is a signature on file agreeing to the terms. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $102.50 to her account representing half of the early termination fee and that amount has been refunded to the card on file. 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]
[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,
R[redacted]
April 2, 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 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. According to [redacted] she has been experiencing issues with the service since the service plan upgrade and the upgrade Gen 4 has resulted in different explanations. Our records indicate that there isn’t a need for [redacted] to upgrade her equipment to receive Gen 4 service and we have reached out to our advanced support department to assist with troubleshooting [redacted]’s service to resolve the issue. [redacted] is scheduled to troubleshoot her service with our advanced support representative on April 2, 2015 around 7pm. [redacted] was informed of our decision 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]
December 16, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [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
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. Regarding
[redacted]’s latest concern please be advised that Hughes doesn’t have any
instances of customers losing data and it being a result of Hughes’ service. It
is advised that [redacted] troubleshoot his other devices with Home Tech Support
which is a third party company that Hughes uses to troubleshoot customer’s
devices that aren’t part of Hughes system such as routers, computers and other
devices. To reiterate speeds can’t be guaranteed however Hughes does have an
acceptable parameter of capable speeds based on the service plan. We
currently don’t show any recent speed test results to determine what kind of
browsing speeds [redacted] is receiving. [redacted] needs to go to our
customercare.myhughesnet.com site to conduct at least 5 different speed tests
throughout the day and call technical support at ###-###-#### to troubleshoot
the service and determine if the service is operating as it should.The
current service plan that [redacted] subscribes to includes 20GB of anytime bytes
and 50GB of bonus bytes. 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] 11/21/17Trade 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]...
[redacted] was subscribed to HughesNet services but has since canceled and had some concerns with the early termination fees that were assessed.HughesNet would like to notify [redacted] that her account is currently under the investigation process. HughesNet's Corporate Officer is completing a full audit of her case and invoice history as well as the confirmation on her concern regarding not agreeing to the 24-month term commitment. HughesNet would like to let [redacted] know that due to the sales call being placed at one of the third party contracted centers, it typically takes 3-5 business days to receive the actual recording. The Corporate Officer has already reached out to the appropriate center on November 17th and is awaiting the response. Once this has been reviewed, [redacted] should hear from the Officer to discuss an amicable resolution based on the findings. 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 take note of them and address them when the Corporate Officer reaches out to her. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 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 letter dated November 21, 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 and the poor customer service she received. [redacted] is seeking credit for installation or fees charged. Our Executive Customer Care representative reviewed all pertinent database records & listened to 8 support calls made between 11/16/17 to 11/27/17. Regarding the falsely advertised HughesNet service, our HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors, including: the configuration of the computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites the customer is accessing, network management practices as deemed necessary, and other factors. When customer's connect to the HughesNet service using Wi-Fi, their experience will vary based on their proximity to the Wi-Fi source and the strength of the signal. For complete terms and conditions regarding speeds can be found at legal.hughesnet.com. Our technical support team can help locate the root cause of connectivity issues while using WiFi on a cell phone, and determine the reason [redacted] or [redacted] did not work. Troubleshooting does take time and requires the assistance from the customer. Our diagnostic tests will verify communication from the HughesNet modem to the satellite in space back down to the gateway which is located in Roseburg, OR. The WiFi signal from the HughesNet modem to the wireless device(s) will require assistance since the equipment is in the home. HughesNet appreciates [redacted] shedding light on the reason she was given for her connectivity issues when she called on November 16th. Inclement weather is categorized as heavy thunderstorms or heavy snow and/or ice storms. Clouds, light to moderate rain or fog are not to be considered inclement weather from a HughesNet perspective. We will reiterate this information internally with our support team to ensure proper troubleshooting is performed going forward. Regarding [redacted]'s concern with satellite internet compatibility with her online schooling, we are assuming she connects through a virtual private network (VPN). A virtual private network extends a private network across a public network, and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network. Applications running across the VPN may therefore benefit from the functionality, security, and management of the private network. VPNs may allow users to securely access a private intranet while outside the location. Using a virtual private network impacts the way the HughesNet modem receives data and HughesNet satellite service is not recommended. 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. When you use a VPN connection that encrypts data, it interferes with your modem's ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50-70%. You can restore your connection to full speed by disabling your VPN client when your session is over. Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients. HughesNet appreciates the feedback regarding the poor customer service [redacted] experienced and her dissatisfaction with the company which provides us an opportunity of improvement. The support we strive for must include engaging with our customer, to understand what the customer is looking for, meeting those needs efficiently while ensuring the experience is positive. At the end of the call, our customer should feel they have a one-one discussion relative to their particular problem and feel they have engaged in a productive, positive conversation. Please be assured enhanced training will be provided to address these concerns. Regarding [redacted]‘s request for installation credit, please be advised an installation fee was not charged with her initial payment. [redacted] can verify this information by viewing charges associated with her first statement at our online support center: supportcenter.myhughesnet.com. The account is registered and will require her User ID and password to sign in. The initial payment of $75.88 was reduced and [redacted] will be receiving a refund of $35.10. To ensure a refund without any delays, please keep the [redacted] on file and avoid making any changes to the card. The refund process can only begin once the modem, radio transmitter and power supply are returned. The remaining $40.78 of the $75.88 payment is a valid charge for services rendered from 11/1/17 to 11/20/17 because our usage tool indicates 61.3 GBS of data allowance was used within that period. A pre-paid return label was shipped on November 22, 2017 with the tracking number [redacted] and the package was delivered November 29, 2017 at 1:25 PM. It is the customer's responsibility to ship back the equipment within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. Please return the modem, power cord, and the radio transmitter no later than 1-6-18. 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]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
November 21,
2017Dear [redacted]:In response
to your letter dated November 3, 2017 to the Executive Customer Care division
of HughesNet, it is our understanding that [redacted] has some concerns
regarding the monthly rate she agreed to, not receiving a paper contract and
feels the signature...
on the installer's cell phone included hidden charges. We
made an effort to contact [redacted] in an attempt to resolve the
outstanding matter and left messages on her voice mail.Our
Executive Customer Care representative reviewed all pertinent database records
and reviewed the call made to our billing support team on November 3, 2017 to
ensure proper billing support was provided. Our billing support team and
supervisor provided [redacted] accurate information regarding monthly
recurring charges before taxes:50GB Service
Plan $129.99 Promo
Service Credit (24-months) -$30.00 Equipment
Lease $14.99 Additional
ServicesExpress
Repair Premium $11.95We encourage
[redacted] to verify this information at our online support center:
supportcenter.myhughesnet.com. If [redacted] feels the monthly recurring
charges are incorrect, please contact our billing support team to make the
necessary corrections. During the same conversation
[redacted] believed she purchased the HughesNet modem for the one time
discounted rate of $349.98 rather than lease it for the monthly rate of $14.99.
[redacted]'s initial payment of $114.98 paid for the following (tax is not
included): If [redacted] wishes to purchase the modem, please contact out billing support team
to process the request, keeping in mind the $349.98 (plus tax) modem purchase
price will appear on the following statement after the request is processed. We
also attached a copy of the Welcome Letter for her records.[redacted] requested a paper copy of the contract and as a courtesy, we attached
the Subscriber agreement. [redacted] can review the same Subscriber
agreement at legal.hughesnet.com. Lastly, the
signature she provided on the installers cell phone does not discuss HughesNet
charges or fees. Please be assured HughesNet did not apply extra charges or
fees. Below is the information that is attached to the signature [redacted]
provided:[redacted]
can verify all charges and payments from the activation date of August 31, 2017
to the latest statement at our online support center. She can also confirm
payments made to HughesNet by reviewing her Visa card statements. We sincerely
regret any inconvenience [redacted] may have experienced and we appreciate
the opportunity to address her concerns. We 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].
Thank you very much for your consideration.Sincerely,J C.Executive
Customer Support
December 11, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service. Our Executive Customer Care representative reviewed all pertinent database records. All the correct terms and conditions were provided regarding our service. [redacted] was advised the parameters of her service plan, F[redacted] Access Policy and the early termination fee. The full terms may be viewed at legal.hughesnet.com. As previously stated, we will be unable to waive the early termination fee due to there being no issues with the service. However, as a courtesy; we added a one month service credit to the account in the amount of $66.42 We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. 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]
November 17, 2015 [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 support division of Hughes, it is our...
understanding that Ms. Sherfey has some 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.”Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. If we determine there are not any underlying issues with Hughes equipment, we will then troubleshoot 3rd party applications such as wireless routers, laptops, and computers. Hughes can set up a “free” session with our Home Technical support team to isolate any underlying issues. Hughes has sent a technician complimentary to Ms. [redacted] site. We hope our service is meeting Ms. [redacted] expectations. If Ms. Sherfey is still experiencing issues, we suggest taking adequate speed test and web responsive test in the morning, afternoon and evening at http://consumer.performancetests.hughesnet.com/ to identify the parameters at which the service is currently performing for (3) consecutive days.Then enter your account number [redacted])I just want to measure web responsiveness I just want to measure download and upload speed Please much sure take the test when connected directly to the modem. If you need any further assistance you may contact our customer support team at [redacted] to walk her through the process.Our technical support team can re-evaluate her service at the number above.At this point, Hughes can waive 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. 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]
September 28, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your...
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on August 5, 2016. At the time Ms. [redacted] ordered her service, she 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 Ms. [redacted] currently doesn’t have a call scheduled from advanced tech support because the case was closed due to proper troubleshooting not taking place. Remote diagnostics haven’t identified any issues with the service. Ms. [redacted] is advised to go to our [redacted] site to conduct at least 5 different speed tests throughout the day and call technical support at ###-###-#### to troubleshoot the service and determine if the service is operating as it should. There should be at least 5 tests conducted at different times of the day to account for peak and non-peak times. Also, it is best to conduct the test with the system directly connected to the modem rather than with the use of a router. The two sites approved by Hughes is testmy.net and the performance tests available on [redacted]. If the speeds are lower than they should be we are happy to offer advanced support to troubleshoot the service. 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]
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.‘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.”Mr. [redacted] would need to take adequate speed test and web responsive test without a router in the morning, afternoon and evening to fully evaluate the parameters at which his service is operating.We would need for Mr. [redacted] to contact me back directly after the speed test have been completed.If Mr. [redacted] needs additional help on how to process the test he may contact our customer support team at ###-###-####.If Mr. [redacted] is still dissatisfied with the service, Hughes can cancel the account and waive half of the early termination fees. There is currently a discount of $20.00 off for (6) months on the account with (3) months remaining towards the discount. 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
August 25, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service. Our...
Executive Customer Care representative reviewed all pertinent database records. After review we have waived the unreturned fee of $324.75. The closing balance is $0.00. The amount will be removed from our collections department Joseph M[redacted] and [redacted]’s account in (2) to (4) weeks and all correspondence should cease from them. Hughes doesn’t report to “Access Receivables” this company must be associated with the credit card that was on file. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
March 24, 2017 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Case # 12022212 Dear [redacted] In response to your letter dated...
March 04, 2017, to the Executive Customer Care division of Hughes, we have attempted to contact Mr. [redacted]s with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with Mr. [redacted]s to date. Consequently, we are unable to determine if Mr. [redacted]s’s concerns have been fully addressed. We would like to request additional methods for us to reach Mr. [redacted]s. Please provide a different phone number where he can be reached and/or email address. On March 24, 2017 Hughes waived Mr. [redacted]s’s $355.00 early termination fee. Hughes is wholly committed to clarifying the nature of Mr. [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 Mr. [redacted]s. Sincerely, William [redacted]
[redacted]
[redacted]
January 22, 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 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] account was activated on December 26, 2013 and requested to suspend his service on July 31, 2014 due to loss caused by a fire. Mr. Bown’s service was ultimately canceled on December 20, 2014. Per our subscriber agreement, Hughes is not responsible for damage or loss caused by fire, flood, wind, lightning, earthquake, or other acts of God. While we understand that this has been a traumatic experience for Mr. [redacted], unfortunately Hughes isn’t able to waive charges regarding his situation. In those situations the customer must file a claim with their homeowner’s or renter’s insurance to cover the cost of the loss. Regarding Mr. [redacted] request to cancel without penalty and have the balance waived, please be advised that 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 his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted] circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Mr. [redacted] experienced with our service, we have issued a credit for the service charges in the amount of $162.82. In addition, we have waived half of the early termination fee in the amount of $140.00. Mr. [redacted] will need to file a claim with his insurance company to cover the remaining balance of $449.00 which includes the equipment cost and half of the early termination fee. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
[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 My wife and I continue to wish HughesNet would release us from their contract without penalty fees. We still believe that our problems we are experiencing with this service should allow us the ability to be legally allowed to do so. However, since we do not have access to sufficient legal assistance to pursue this any further, we thankfully accept the mentioned discounts, and look forward to when our contract with HughesNet ends.
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]
February 15, 2018 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: HughesNet received [redacted] response at our Executive Customer Care division of HughesNet. We have attempted to contact [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with [redacted] and understand our return calls may be at an inconvenient time. HughesNet understands [redacted] experienced connectivity issues after the on-site visit. Our records indicate [redacted] contacted HughesNet February 6, 2018 and terminated service. Our account management team submitted a standard cancellation and waived 100% of early termination fee. It is the customer's responsibility to ship back the equipment. On February 28, 2018 a box and prepaid shipping label will be sent to the site address on file. Please return the modem, power cord, and the radio transmitter no later than April 13, 2018 to avoid being charged an Unreturned Equipment Fee of up to $300. 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 us. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J. C[redacted] Executive Customer Support
[redacted] 11/30/17Trade 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] was...
subscribed to HughesNet services but has since canceled services and had some concerns relating to the un-returned equipment charge for the radio transmitter. HughesNet has completed an audit on [redacted]'s account and have reviewed all pertinent details based on his complaint. According to the Executive Officer's findings it was verified that [redacted] was not satisfied with HughesNet services and canceled shortly after the install was complete. Additionally, invoice history shows an initial payment was made for $86.67 which included install, activation, and first month of service. HughesNet does understand that [redacted] did not even use the service; however, since an install and activation was completed the installation contractor had to be paid which is why HughesNet has determined that we cannot refund [redacted] the initial payment made since services were provided at his home. Furthermore, regarding the outstanding balance of $212. It has been validated that this charge is for the un-returned radio transmitter which HughesNet did attempt to recover on June 30th, 2017. According to the case notes, an Installer was dispatched at no charge to [redacted]'s home to recover this equipment; however, when the installer arrived [redacted] wanted them to remove the pole and concrete from where the dish had originally been installed. [redacted] was informed that they do not do that and this type of service order would need to be estimated as to the appropriate costs to complete that work. [redacted] told the technician if he wasn't going to remove the pole and concrete, don't touch anything. This caused the de-install to be canceled and remain a balance on [redacted]'s account which is now in collections and out of HughesNet's hands. [redacted] can contact the correct department at 1-888-849-1896 to settle his debt with them. HughesNet would like to inform [redacted] that like all internet and cable companies, it very uncommon that when a subscriber cancels their services the dish will be removed. Most always once it is installed it's up to the consumer to be responsible for removing the dish if they wish to do so. Additionally, most companies like HughesNet can have a contractor come out to provide an estimate to have this type of work completed but it is not standard procedures for any satellite related services to remove the dish. Lastly, a Corporate Officer did attempt to reach out to [redacted] on November 30th; however, the only number listed on his account was reported by the answering individual that it was the wrong number. HughesNet would like to apologize to [redacted] for the phone call. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good 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
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 and is
seeking a refund for the early termination fee. 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.”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. After
further review, the trial period should have been extended. As a
result, Hughes has issued a refund of $400.00 back to the credit card
on file dated 02/19/2015. It
is the customer responsibility to return the equipment and there is a
$99.99 de-installation fee if customers need a technician to be sent
to the site to successfully remove the equipment. A box
will arrive within 7-10 business days 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.Ms.
[redacted] may contact me directly with any additional questions.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]Sr.
Executive Customer Support###-###-####[redacted]
November 14, 2014 [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID 10289448 Dear [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service is registered to [redacted] and was activated on August 10, 2013. On October 28, 2014, [redacted]’s account was cancelled. As a result of cancellation within his contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $205.00. Regarding [redacted]’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement and there is a signature on file agreeing to the terms. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $102.50 to her account representing half of the early termination fee and that amount has been refunded to the card on file. 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]
[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,
R[redacted]
April 2, 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 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. According to [redacted] she has been experiencing issues with the service since the service plan upgrade and the upgrade Gen 4 has resulted in different explanations. Our records indicate that there isn’t a need for [redacted] to upgrade her equipment to receive Gen 4 service and we have reached out to our advanced support department to assist with troubleshooting [redacted]’s service to resolve the issue. [redacted] is scheduled to troubleshoot her service with our advanced support representative on April 2, 2015 around 7pm. [redacted] was informed of our decision 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]
December 16, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [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
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. Regarding
[redacted]’s latest concern please be advised that Hughes doesn’t have any
instances of customers losing data and it being a result of Hughes’ service. It
is advised that [redacted] troubleshoot his other devices with Home Tech Support
which is a third party company that Hughes uses to troubleshoot customer’s
devices that aren’t part of Hughes system such as routers, computers and other
devices. To reiterate speeds can’t be guaranteed however Hughes does have an
acceptable parameter of capable speeds based on the service plan. We
currently don’t show any recent speed test results to determine what kind of
browsing speeds [redacted] is receiving. [redacted] needs to go to our
customercare.myhughesnet.com site to conduct at least 5 different speed tests
throughout the day and call technical support at ###-###-#### to troubleshoot
the service and determine if the service is operating as it should.The
current service plan that [redacted] subscribes to includes 20GB of anytime bytes
and 50GB of bonus bytes. 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] 11/21/17Trade 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]...
[redacted] was subscribed to HughesNet services but has since canceled and had some concerns with the early termination fees that were assessed.HughesNet would like to notify [redacted] that her account is currently under the investigation process. HughesNet's Corporate Officer is completing a full audit of her case and invoice history as well as the confirmation on her concern regarding not agreeing to the 24-month term commitment. HughesNet would like to let [redacted] know that due to the sales call being placed at one of the third party contracted centers, it typically takes 3-5 business days to receive the actual recording. The Corporate Officer has already reached out to the appropriate center on November 17th and is awaiting the response. Once this has been reviewed, [redacted] should hear from the Officer to discuss an amicable resolution based on the findings. 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 take note of them and address them when the Corporate Officer reaches out to her. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
December 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 letter dated November 21, 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 and the poor customer service she received. [redacted] is seeking credit for installation or fees charged. Our Executive Customer Care representative reviewed all pertinent database records & listened to 8 support calls made between 11/16/17 to 11/27/17. Regarding the falsely advertised HughesNet service, our HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors, including: the configuration of the computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites the customer is accessing, network management practices as deemed necessary, and other factors. When customer's connect to the HughesNet service using Wi-Fi, their experience will vary based on their proximity to the Wi-Fi source and the strength of the signal. For complete terms and conditions regarding speeds can be found at legal.hughesnet.com. Our technical support team can help locate the root cause of connectivity issues while using WiFi on a cell phone, and determine the reason [redacted] or [redacted] did not work. Troubleshooting does take time and requires the assistance from the customer. Our diagnostic tests will verify communication from the HughesNet modem to the satellite in space back down to the gateway which is located in Roseburg, OR. The WiFi signal from the HughesNet modem to the wireless device(s) will require assistance since the equipment is in the home. HughesNet appreciates [redacted] shedding light on the reason she was given for her connectivity issues when she called on November 16th. Inclement weather is categorized as heavy thunderstorms or heavy snow and/or ice storms. Clouds, light to moderate rain or fog are not to be considered inclement weather from a HughesNet perspective. We will reiterate this information internally with our support team to ensure proper troubleshooting is performed going forward. Regarding [redacted]'s concern with satellite internet compatibility with her online schooling, we are assuming she connects through a virtual private network (VPN). A virtual private network extends a private network across a public network, and enables users to send and receive data across shared or public networks as if their computing devices were directly connected to the private network. Applications running across the VPN may therefore benefit from the functionality, security, and management of the private network. VPNs may allow users to securely access a private intranet while outside the location. Using a virtual private network impacts the way the HughesNet modem receives data and HughesNet satellite service is not recommended. 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. When you use a VPN connection that encrypts data, it interferes with your modem's ability to compensate for the delay. Depending on the type of VPN used, you may see overall speed reduced by 50-70%. You can restore your connection to full speed by disabling your VPN client when your session is over. Note: HughesNet Technical Support does not provide help with configuring or troubleshooting problems associated with VPN clients. HughesNet appreciates the feedback regarding the poor customer service [redacted] experienced and her dissatisfaction with the company which provides us an opportunity of improvement. The support we strive for must include engaging with our customer, to understand what the customer is looking for, meeting those needs efficiently while ensuring the experience is positive. At the end of the call, our customer should feel they have a one-one discussion relative to their particular problem and feel they have engaged in a productive, positive conversation. Please be assured enhanced training will be provided to address these concerns. Regarding [redacted]‘s request for installation credit, please be advised an installation fee was not charged with her initial payment. [redacted] can verify this information by viewing charges associated with her first statement at our online support center: supportcenter.myhughesnet.com. The account is registered and will require her User ID and password to sign in. The initial payment of $75.88 was reduced and [redacted] will be receiving a refund of $35.10. To ensure a refund without any delays, please keep the [redacted] on file and avoid making any changes to the card. The refund process can only begin once the modem, radio transmitter and power supply are returned. The remaining $40.78 of the $75.88 payment is a valid charge for services rendered from 11/1/17 to 11/20/17 because our usage tool indicates 61.3 GBS of data allowance was used within that period. A pre-paid return label was shipped on November 22, 2017 with the tracking number [redacted] and the package was delivered November 29, 2017 at 1:25 PM. It is the customer's responsibility to ship back the equipment within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300. Please return the modem, power cord, and the radio transmitter no later than 1-6-18. 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]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
November 21,
2017Dear [redacted]:In response
to your letter dated November 3, 2017 to the Executive Customer Care division
of HughesNet, it is our understanding that [redacted] has some concerns
regarding the monthly rate she agreed to, not receiving a paper contract and
feels the signature...
on the installer's cell phone included hidden charges. We
made an effort to contact [redacted] in an attempt to resolve the
outstanding matter and left messages on her voice mail.Our
Executive Customer Care representative reviewed all pertinent database records
and reviewed the call made to our billing support team on November 3, 2017 to
ensure proper billing support was provided. Our billing support team and
supervisor provided [redacted] accurate information regarding monthly
recurring charges before taxes:50GB Service
Plan $129.99 Promo
Service Credit (24-months) -$30.00 Equipment
Lease $14.99 Additional
ServicesExpress
Repair Premium $11.95We encourage
[redacted] to verify this information at our online support center:
supportcenter.myhughesnet.com. If [redacted] feels the monthly recurring
charges are incorrect, please contact our billing support team to make the
necessary corrections. During the same conversation
[redacted] believed she purchased the HughesNet modem for the one time
discounted rate of $349.98 rather than lease it for the monthly rate of $14.99.
[redacted]'s initial payment of $114.98 paid for the following (tax is not
included): If [redacted] wishes to purchase the modem, please contact out billing support team
to process the request, keeping in mind the $349.98 (plus tax) modem purchase
price will appear on the following statement after the request is processed. We
also attached a copy of the Welcome Letter for her records.[redacted] requested a paper copy of the contract and as a courtesy, we attached
the Subscriber agreement. [redacted] can review the same Subscriber
agreement at legal.hughesnet.com. Lastly, the
signature she provided on the installers cell phone does not discuss HughesNet
charges or fees. Please be assured HughesNet did not apply extra charges or
fees. Below is the information that is attached to the signature [redacted]
provided:[redacted]
can verify all charges and payments from the activation date of August 31, 2017
to the latest statement at our online support center. She can also confirm
payments made to HughesNet by reviewing her Visa card statements. We sincerely
regret any inconvenience [redacted] may have experienced and we appreciate
the opportunity to address her concerns. We 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].
Thank you very much for your consideration.Sincerely,J C.Executive
Customer Support
December 11, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes service. Our Executive Customer Care representative reviewed all pertinent database records. All the correct terms and conditions were provided regarding our service. [redacted] was advised the parameters of her service plan, F[redacted] Access Policy and the early termination fee. The full terms may be viewed at legal.hughesnet.com. As previously stated, we will be unable to waive the early termination fee due to there being no issues with the service. However, as a courtesy; we added a one month service credit to the account in the amount of $66.42 We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. 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]
November 17, 2015 [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 support division of Hughes, it is our...
understanding that Ms. Sherfey has some 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.”Hughes will troubleshoot by having customers’ connect directly to the modem to identify if there are any underlying issues directly with Hughes equipment. If we determine there are not any underlying issues with Hughes equipment, we will then troubleshoot 3rd party applications such as wireless routers, laptops, and computers. Hughes can set up a “free” session with our Home Technical support team to isolate any underlying issues. Hughes has sent a technician complimentary to Ms. [redacted] site. We hope our service is meeting Ms. [redacted] expectations. If Ms. Sherfey is still experiencing issues, we suggest taking adequate speed test and web responsive test in the morning, afternoon and evening at http://consumer.performancetests.hughesnet.com/ to identify the parameters at which the service is currently performing for (3) consecutive days.Then enter your account number [redacted])I just want to measure web responsiveness I just want to measure download and upload speed Please much sure take the test when connected directly to the modem. If you need any further assistance you may contact our customer support team at [redacted] to walk her through the process.Our technical support team can re-evaluate her service at the number above.At this point, Hughes can waive 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. 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]
September 28, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your...
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on August 5, 2016. At the time Ms. [redacted] ordered her service, she 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 Ms. [redacted] currently doesn’t have a call scheduled from advanced tech support because the case was closed due to proper troubleshooting not taking place. Remote diagnostics haven’t identified any issues with the service. Ms. [redacted] is advised to go to our [redacted] site to conduct at least 5 different speed tests throughout the day and call technical support at ###-###-#### to troubleshoot the service and determine if the service is operating as it should. There should be at least 5 tests conducted at different times of the day to account for peak and non-peak times. Also, it is best to conduct the test with the system directly connected to the modem rather than with the use of a router. The two sites approved by Hughes is testmy.net and the performance tests available on [redacted]. If the speeds are lower than they should be we are happy to offer advanced support to troubleshoot the service. 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]