[redacted] 11/27/17Trade 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 relating to a refund she was promised and the un-returned equipment policy. It has been confirmed that [redacted] first subscribed to HughesNet service on April 1st, 2017 and canceled services on June 28th, 2017 due to moving to a different location. HughesNet completed an audit on [redacted]'s account invoices and case history. When [redacted] contacted HughesNet support to cancel her services there were two days remaining in her monthly billing cycle which means that prorated charges would be assessed for the days of unused service which was a total of $20.59 and has already been refunded to [redacted] on July 17th, 2017. The remaining balance on [redacted]'s account is $329.25 which is the un-returned equipment fees. According to the audit, a return kit was mailed to the address [redacted], Springfield, TN [redacted] which should have been delivered on or around July 7th or 8th. Furthermore, because of the time lapsed since the return kit was sent, the fee was assessed on [redacted]'s account effective September 1st, 2017 which is typically charged after 45 days of the kit being shipped if HughesNet has not received the subscriber's equipment. The audit does show that the leased modem, radio transmitter, and power supply have yet to be returned by [redacted]. [redacted] can pack up the leased equipment and return it to the following address; Hughes Network Systems, RMA #[redacted], [redacted], [redacted], Gaithersburg, MD [redacted]. [redacted] should also take note of the tracking number as it may be requested of her later. Once HughesNet receives the equipment the charge will be removed from her account balance, and the collection process will cease. Based on the audit, it has been determined that all charges are valid and HughesNet is well within our legal rights to assess the un-returned equipment fee and the monthly recurring charges while the account was still active. [redacted] is not owed any monies from HughesNet for any charges she may feel were in error. HughesNet cannot find any unauthorized charges either. [redacted] should reference her subscriber agreement she signed at the time of ordering which will explain HughesNet's auto payment policy as well. Ms. Robinson can go to www.legal.hughesnet.com to review her agreement. HughesNet understands this may not be the resolution she had hoped for, but HughesNet is well within our legal rights to assess the fees for the leased equipment and recurring monthly charges. A Corporate Officer did attempt to reach [redacted] to explain in detail; however, was unable to reach her at the number listed. 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: My name is Miss [redacted], I am a female. Hughes Net is referring to me as a male. With that said my SAN/site id# is [redacted].The dispute involves, they refunded me money and when it came time to pay the bill the credit disappeared and they took money out of my bank account, stating the credit never existed, when I have copies of it directly from the Huhnes site, as well as documents from [redacted] and phone conversations stating the refunded money that Hughes net states was not there. Hughes also took almost 40$ over the amount normally paid, saying it was for a pro rate, when there is nothing to pro rate. They have taken money out of my bank account twice 10 days before the due date causing overdrafts on my account and creating unnecessary complications. Hughes net makes thier customers "read between the lines", I feel they practice unethically.
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:From: [redacted] <[redacted]Date: Mon, Sep 12, 2016 at 4:31 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>complaint #[redacted]The following is what happened. I signed up with HN on 12/03/15.In the meantime, I would like to forward the initial email I received indicating the date/time the account was closed on June 16th. I had talked to a woman in the credit department who said she would wave the cancellation fee because of 2 reasons: 1) I live on a fixed income and can't afford what HN was charging me. I had called 2 prior times before canceling to try and get the $118 lowered to what I was told it would be when I signed up I was told my bill would be lowered $5, HN was rude to me and my advocate hanging up on both of us. In the initial conversation, I was told the phone would go up to $29.95 and internet would go up to $49.99, the monthly price was never as low as they told me. 2) Also, the equipment was not reliable and I did what the installer recommended, which was to unplug everything, wait 5 or so minutes and plug everything back in. I recorded the dates on my calendar that I had no internet connection or phone and had to restart. The data was only 5gb and was told that was plenty and I shouldn't run over on the data. HN still says my account is open and active which is not true. I have P.T.S.D. and have been through a lot of stress throughout this whole thing. When the $499. was taken out of my account without my knowledge it was very hard for me. Thank you for your time[redacted]. [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:At no time did I speak with anyone from Hughes Net during the time when service was initiated. The agreement that I was read and accepted over the phone is not the agreement that Hughes Net claims I agreed to. The shady business practices that Hughes Net uses can be seen all over the internet from other parties that have been scammed by them as well. The rating that the Revdex.com has as well as the customer rating speaks volumes to the actual values and treatment that they provide. The agreement they claim I agreed to was never provided to me until the service was installed and the multiple issues started on day 1. The installation tech did not provide any terms or agreement either. The only time when the legal agreement was referenced or I was directed to it was when I initially told them to fix the service or cancel after dealing with service that did not perform to the agreement I accepted at the time of sign up. The service has been canceled and they so generously as a one time courtesy waived the fee. This took hours and hours of phone calls and speaking with many managers to have it done. The amount of "leg work" needed to get anything taken care of with this company is astronomical.If there is a way to flag this company to advise consumers to stay away I would highly recommend it so save further issues like this from taking place.
Regards,
[redacted]
[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] is subscribed to HughesNet services and has recently had some concerns with the monthly service charges and the reliability of her service. It has been verified that [redacted] first subscribed to HughesNet internet on January 27th, 2015 and first contacted HughesNet support in June 2015 regarding billing related issues. According to [redacted]'s complaint, she has stated she originally was quoted a monthly price of $31.67 which included $10 off the equipment fee, so technically her bill should have stayed at $41.67. Based on [redacted]'s concern HughesNet has requested a sales call review and the Corporate Officer is waiting on a reply. HughesNet completed an audit on [redacted]'s account including the very lengthy case history and invoices. Based on the investigation, it was validated that [redacted] was provided more than the allotted amount of adjustments and discounts that HughesNet allows any subscriber to receive. A total amount of $1468.22 has been adjusted since [redacted] first started service. Additionally, the total amount paid for service by [redacted] is $716.08, thus leaving a remaining courtesy amount provided to her of $752.14. HughesNet's Corporate Officer determined it was best to reach out to [redacted] directly via phone. The Corporate Officer spoke to her on November 21st, 2017 and discussed the findings of the audit. She was also educated about tokens and the Fair Access Policy as well as the current devices connected to her internet. After talking with [redacted], it was determined an unknown [redacted] device is currently connected to her wifi; however, she was directed to the router manufacturer for further assistance. The Corporate Officer did present the GEN 5 service to [redacted] to which she agreed with a monthly cost of $39.98 not including her local state and federal taxes. The Corporate Officer also notified [redacted] that there will be no more credit or discounts allowed on her account, as the last one will be applied after the upgrade is complete. Furthermore, this offered price is only valid for her term commitment of 12 months, and if she cancels prior to the commitment end she will be charged the early termination fees. [redacted] agreed to all the terms and conditions of the upgrade and an install date was set for November 25th, 2017 between 8am – 11am. HughesNet also notified [redacted] that the Corporate Officer will follow up with her post install to apply the final discount for the term as well as make sure she was able to log into the support center to view her bill and redeem the token package that was added to her account as a courtesy for her to reach an amicable resolution to her concerns. 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 it when the Corporate Officer follows up with her. HughesNet hopes that [redacted] continues to honor her commitment with HughesNet and she understands the reason why the decision was made to not allow any more credit or discounts on her account. If for some reason [redacted] changes her mind with the offer that was accepted today, no further offers will be made and HughesNet would suggest at that time [redacted] start looking for other internet options. [redacted] should review the new terms and conditions of her subscriber agreement at www.legal.hughesnet.com prior to the install on Saturday. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
November 29, 2016 Mr. [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 Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance.“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.”“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.”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 the service was cancelled 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 cancellation policy. The full terms may be viewed at legal.hughesnet.com.The last troubleshooting efforts indicated Mr. [redacted] was subjected to the Fair Access Policy which is a tangible part of our service. In light of Mr. [redacted]’s issues, Hughes has issued a credit of half the early termination fee in the amount of $192.50. The remaining amount may possibly be negotiated by contacting the collections department at ###-###-####. 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, E F[redacted]Sr. Executive Customer Support[redacted]
December 23, 2014Dear [redacted]:In
response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support
representative reviewed all pertinent database records. Our records indicate that [redacted]’s
service was activated on March 12, 2014. On...
December 16, 2014, [redacted] called to inquire
about cancelling his service but stated that he was only thinking about
cancelling his service at this time. As
a result of cancellation within his contractual agreement, [redacted]’s account
has an early termination fee in the amount of $280.00. Regarding
[redacted]’s request to now cancel without penalty, please be advised that when
[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 is contractual agreement. On March 28, 2014 [redacted] upgraded
his service plan, at which time the agent would have gone over the terms and
conditions of his service. On October
12, 2014, [redacted] downgraded his service plan, at which time the conditions
would have been reviewed again. We have referred
[redacted] on December 9, 2014 and December 16, 2014 to the Hughes legal
website to print off his contract as well as providing him on December 16, 2014
with the name and telephone number of the installer that set his service
up. Consequently, we believe that we
have a contractual right to assess these fees. However, in recognition of [redacted]’s
financial circumstances, Hughes agrees to make an exception regarding our
cancelation policy. In
light of [redacted]’s difficulties, we have issued a refund on 12/23/2014 in
the amount of $ 140.00 to the credit card account on file representing half of
the early termination fee. If
[redacted] has any questions, he can contact me at the telephone number listed below,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,Nancy MExecutive
Customer Support
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 October 15, 2015. On April 14, 2016 Ms. [redacted] called to inquire about the cancellation policy stating that she was thinking of going with another service provider like others in her area. On May 23, 2016 Ms. [redacted] requested to cancel indicating having issues with the service. Please be advised that there were no previous issues reported to Hughes. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [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. On June 5, 2016 Ms. [redacted] was informed that as a courtesy in an effort to retain the service and provided an opportunity to troubleshoot the service to determine if there was an issue other than speeds which can’t be guaranteed Hughes would issue a credit for three months in the amount of $253.94 but if she still wanted to cancel service the early termination fee would be valid. As Ms. [redacted] has stated she disputed those charges with her financial institution and the reason why she was able to keep the funds was because Hughes credited the account in that amount. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. The early termination fee in the amount of $310.00 will remain as Hughes had no opportunity to address any technical issues Ms. [redacted] may have encountered beyond slow speeds prior to her canceling 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]
[redacted]
Trade Practice Consultant
Revdex.com
1411 K Street Northwest 10th Floor
Washington, DC 20005-3404
Re: [redacted]
Complaint ID [redacted]
Dear [redacted]:
In response to...
your letter to the Executive Customer Support division of Hughes, 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.
Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Regarding [redacted]’s concern of his account being automatically debited, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges. “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.”
Regarding [redacted]’s concern of being told that he could port his old telephone number, Hughes does port previous telephone numbers but has no control over a number being rejected as a result of a port request.
At the time [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 Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment for leased accounts. Hughes doesn’t suggest customers to retrieve the radio if they’re not capable of doing so. Hughes just states that if a tech is needed the customer is responsible for the charges associated with it. The equipment remains the property for leased accounts even after the contractual period is expired. The terms and conditions of the subscriber agreement can be found at legal.hughesnet.com.
“Returning Equipment to Hughes
Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.”
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]
December 12, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some additional concerns regarding his HughesNet service. After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. We created a complimentary dispatch and a technician contacted [redacted] directly to repair his service but [redacted] cancelled the service dispatch. If [redacted] still wishes to cancel his service, he would need to contact me directly for Cancellation. Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. [redacted] would need to contact me at the number below to bring closure to his concerns. 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 consideration. Very truly yours, Ecole F[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,
[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
was subscribed to HughesNet services but has since canceled service and had some concerns relating to the early termination fee policy. It was confirmed that [redacted] first subscribed to HughesNet internet on October 26th, 2017 and first contacted HughesNet support on November 17th with regards to her speeds and being unable to stream on [redacted] with her [redacted]. HughesNet completed an audit on [redacted]'s account history, and it was validated that [redacted] declined to troubleshoot with the agents and just wanted to cancel the service. HughesNet does understand that satellite internet is not always suitable for every consumer's needs, and unfortunately [redacted] was one of the few that were not happy with the service. [redacted] should take note that if she had given HughesNet the chance to troubleshoot her issues, HughesNet most always can fix the problems. If the subscriber declines to assist the technical team it becomes very challenging for HughesNet to meet their expectations. Furthermore, according to the audit it was validated that [redacted] was able to terminate her service without incurring the early termination fee; it was waived completely for her at the time of cancelation. [redacted] is still responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. [redacted]'s service has been officially terminated as of December 3rd, and there currently is a zero balance on the account. Additionally, a return kit has been created and should ship soon; typically subscribers should expect to receive this kit in 3-5 business days. There are instructions on how to return the requested lease equipment as well as a pre-paid shipping label for return. [redacted] should make note of her return tracking number as it may be requested of her at a later time. HughesNet apologizes that the service was not what she had expected; however, if she wishes to reactivate her service she has until January 17th, 2018. Typically the fee to reactivate is $25 but HughesNet would be willing to waive this fee as a courtesy for [redacted]. 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
[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. Please send a new statement reflecting the balance showed in this letter or I will start a new complaint. I have already made a $20.00 payment three months in a row, my balance should reflect that and only show $285.64.
Regards,
[redacted]
March 6, 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 Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ service was activated on December 12, 2014. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. Installers are not responsible for informing customers of the 24 month commitment but do need to get a signature from customers agreeing to the terms and conditions which can be found at legal.hughes.com. There is an electronic signature on file agreeing to those terms and conditions. Regarding Ms. [redacted]’ request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. We will request a sales call review to determine if the terms and conditions were read as required. If it is concluded that Ms. [redacted] wasn’t informed we will agree to cancel the service without penalty. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
December 14, 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 Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on September 22, 2016. On November 18, 2016 Mr. [redacted] requested to cancel the service and was advised of the early termination fee in the amount of $400.00 as a result of canceling during the contractual period. Mr. [redacted] was subscribed to Hughes Gen 4 Prime Plus plan which was $59.99 per month minus a $20.00 service discount for 24 months, and modem lease fee in the amount of $9.99. Mr. [redacted]’s first bill in the amount of $65.16 included the monthly fee, modem lease fee and taxes in the amount of $14.43 minus the $20.00 service discount. The additional $14.43 charged on the first bill for the taxes can’t be computed at the time of sale by the agent. The second bill included Express Repair in the amount of $7.95 which is always credited on the first bill and can be canceled at any time. Please be advised that these charges are valid per Mr. [redacted]’s subscription and a sales call review determined that Mr. [redacted] was correctly advised of the aforementioned charges. At the time Mr. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin the 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. Regarding Mr. [redacted]’s request to cancel without penalty, 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 the service within the contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s 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 in the amount of $400.00 representing the early termination fee and that amount will be refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted] Executive Customer Support ###-###-#### [redacted]
July 24, 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, 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 October 23, 2014. On July 8, 2015, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $277.98. With the exception of a period of time between January 13, 2015 and February 28, 2015, [redacted]’s issues with her service were a result of her exceeding her data allowance and or problems with her equipment. We have issued a total credit in the amount of $149.90 between January 8th and February 23rd which is equivalent to two months of service for technical issues with the service. 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. 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 $138.99 to her account representing half of the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
November 28, 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 8, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] is disputing the $400 early termination fee because he was under the impression HughesNet has a 30-day trial period. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the support calls [redacted] made to HughesNet. [redacted]'s account was activated on September 12, 2017 and requested to cancel his service on November 8, 2017. We would like to clarify HughesNet does not have a 30-day trial period. If HughesNet service is terminated within the first 90 days, the early termination fee is $400. Each month thereafter the fee reduces by $15. During the several technical support calls, [redacted] was informed the connectivity issue was due to exceeding his data allowance. [redacted] confirmed several times with our technical support team he was able to stream video after free data allowance was provided. We offered information about managing his data through our online support center and [redacted] declined. [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. Each HughesNet Gen5 service plan is assigned a Service Plan Data Allowance. If the data usage exceeds the allowance for the plan, the speed of the service will be reduced until the next billing period. The speed of the services may be reduced to as low as or lower than 1 Mbps. HughesNet has provided subscribers a time frame of 2:00 am to 8:00 am seven days a week to schedule the downloading of large files free of impact from our Fair Access Policy. All customer's can also buy tokens which add data allowance and release the account from the Fair Access Policy. HughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribers. Complete terms and conditions about our Fair Access Policy can be read at legal.hughesnet.com. Please be advised when [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 and the $400 early termination fee is valid because the service was within performance limits when data allowance was not consumed. It is the customer's responsibility to ship back the equipment and a box was shipped November 12, 2017. The [redacted] tracking number is [redacted] and the website confirmed the box arrived at the site address on November 17, 2017. The equipment that needs to be returned include the modem, power cord, and the radio transmitter within (45) days of November 12, 2017 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 me. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
July 2, 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 Mr....
[redacted]r has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“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 Mr. [redacted]’s frustration and concern. As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Mr. [redacted] may contact me at the number below to bring closure to his complaint.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 F[redacted]
[redacted] 10/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and recently has some concerns relating to the service reliability and cancellation policy. It has been verified that [redacted] first subscribed to HughesNet internet on August 22nd, 2016 and first called into HughesNet support on October 1st, 2016 for a no browse issue. It was determined that [redacted] had exceeded his monthly data allowance and was experiencing the Fair Access Policy. HughesNet provided some data and [redacted] was no longer needing assistance. In over a week, HughesNet support was contacted, but this time [redacted] wanted to cancel service because he stated no one told him about the relaxed bandwidth period. [redacted] then made a service change to a higher data plan. Following this, [redacted] didn't seem to have many service issues because not many other calls were made into HughesNet support; however, all the calls that were made were resolved to [redacted]'s satisfaction, and several of the calls; were disconnected on [redacted]'s end. Additionally, HughesNet reached out to [redacted] on October 27th, 2017. The Executive Officer properly identified themselves and wanted to provide any type of assistance to [redacted] to resolve all his concerns; however, the call was again disconnected. HughesNet attempted to reach [redacted] two additional times after this and left a message. Based on the completed audit that was done on [redacted]'s account, it is apparent that the internet services are being utilized and other than exceeding his monthly data allowance and billing changes, [redacted] has not experienced issues he has stated in his complaint. HughesNet will attempt to reach [redacted] on October 30th and looks forward to assisting him further. Furthermore, [redacted] may want to consider making his payment for this month's invoice in the amount of $66.45, the balance should be paid by November 4th, 2017 to avoid a locked transmission status. HughesNet would like to extend an offer to [redacted] that may not be honored after November 1st, 2017.HughesNet would like to offer [redacted] a free upgrade to the new GEN 5 service. Currently [redacted] is on the Pro Plus plan for $79.99 plus $9.99 per month for 15 GB of Anytime Data and 50 GB Bonus Data with a Download of up to 10Mbps and Upload of up 2 Mbps; without any service discount the monthly cost before tax would be $89.98. With this offer; [redacted] would get a new modem/router combination, re-pointed to the newest satellite with a speed of up to 25 Mbps for Download and an Upload of up to 3 Mbps, 20 GB of Anytime Data and 50 GB of Bonus Zone, No Hard Data Limits, and a built in Video Data Saver feature. HughesNet would waive the installation and activation fees and the monthly service plan would cost [redacted] $59.98 before tax each month. Additionally, all subscribers are required to commit to a new 2-year contract, but to reach an amicable resolution with [redacted], HughesNet will reduce the commitment to 1 year. This offer is such a great opportunity for [redacted] to get the newest, fastest service and for much lower than normal costs, because HughesNet is confident he will see a significant difference in his internet services. To take advantage of this one-time offer [redacted] will need to let HughesNet know upon our callback on Monday or by calling into HughesNet support at ###-###-#### and reference Case #[redacted]. With reference to [redacted] requesting to be refunded for all back months of non service, unfortunately, HughesNet cannot justify any type of refunds because the service was fully operational besides being out of data, and had there been other technical issues, HughesNet agents would need to actively troubleshoot [redacted]'s service; however, this did not seem to be the case. Additionally, HughesNet cannot justify reason to allow [redacted] to cancel his services without penalty, and if he decides to do so the early termination fee will be valid because [redacted] agreed to the terms and conditions at the time of ordering services. [redacted] can reference www.legal.hughes.net for all terms and conditions, including the early termination policy. 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 consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[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: I am rejecting this response because in his lengthy explanation Mr. W[redacted] says nothing about the fact that the Hughes Net customer service will not return phone calls or that they keep you on hold for over half of your phone call with them. I was promised 2 separate phone calls and never received one. On Sept 7 I was told that an engineer would call within 24 hours and as to date there has been no contact from Hughes Net. I do not know anyone that has an extra 3 hours at a time to spend on the phone. Yes I realize that there are no promises for speed and I don't have an issue there. However when I call in and the customer service agent keeps me on the phone, refuses to connect me to a supervisor, or hangs up on me I have an issue. I run a business and if I answered phone calls in this matter I would not have a job. If I told a client that they had to go do this or that 5 times a day before I would consider helping them I would lose clients.
Regards,
[redacted]
[redacted] 11/27/17Trade 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 relating to a refund she was promised and the un-returned equipment policy. It has been confirmed that [redacted] first subscribed to HughesNet service on April 1st, 2017 and canceled services on June 28th, 2017 due to moving to a different location. HughesNet completed an audit on [redacted]'s account invoices and case history. When [redacted] contacted HughesNet support to cancel her services there were two days remaining in her monthly billing cycle which means that prorated charges would be assessed for the days of unused service which was a total of $20.59 and has already been refunded to [redacted] on July 17th, 2017. The remaining balance on [redacted]'s account is $329.25 which is the un-returned equipment fees. According to the audit, a return kit was mailed to the address [redacted], Springfield, TN [redacted] which should have been delivered on or around July 7th or 8th. Furthermore, because of the time lapsed since the return kit was sent, the fee was assessed on [redacted]'s account effective September 1st, 2017 which is typically charged after 45 days of the kit being shipped if HughesNet has not received the subscriber's equipment. The audit does show that the leased modem, radio transmitter, and power supply have yet to be returned by [redacted]. [redacted] can pack up the leased equipment and return it to the following address; Hughes Network Systems, RMA #[redacted], [redacted], [redacted], Gaithersburg, MD [redacted]. [redacted] should also take note of the tracking number as it may be requested of her later. Once HughesNet receives the equipment the charge will be removed from her account balance, and the collection process will cease. Based on the audit, it has been determined that all charges are valid and HughesNet is well within our legal rights to assess the un-returned equipment fee and the monthly recurring charges while the account was still active. [redacted] is not owed any monies from HughesNet for any charges she may feel were in error. HughesNet cannot find any unauthorized charges either. [redacted] should reference her subscriber agreement she signed at the time of ordering which will explain HughesNet's auto payment policy as well. Ms. Robinson can go to www.legal.hughesnet.com to review her agreement. HughesNet understands this may not be the resolution she had hoped for, but HughesNet is well within our legal rights to assess the fees for the leased equipment and recurring monthly charges. A Corporate Officer did attempt to reach [redacted] to explain in detail; however, was unable to reach her at the number listed. 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: My name is Miss [redacted], I am a female. Hughes Net is referring to me as a male. With that said my SAN/site id# is [redacted].The dispute involves, they refunded me money and when it came time to pay the bill the credit disappeared and they took money out of my bank account, stating the credit never existed, when I have copies of it directly from the Huhnes site, as well as documents from [redacted] and phone conversations stating the refunded money that Hughes net states was not there. Hughes also took almost 40$ over the amount normally paid, saying it was for a pro rate, when there is nothing to pro rate. They have taken money out of my bank account twice 10 days before the due date causing overdrafts on my account and creating unnecessary complications. Hughes net makes thier customers "read between the lines", I feel they practice unethically.
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:From: [redacted] <[redacted]Date: Mon, Sep 12, 2016 at 4:31 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>complaint #[redacted]The following is what happened. I signed up with HN on 12/03/15.In the meantime, I would like to forward the initial email I received indicating the date/time the account was closed on June 16th. I had talked to a woman in the credit department who said she would wave the cancellation fee because of 2 reasons: 1) I live on a fixed income and can't afford what HN was charging me. I had called 2 prior times before canceling to try and get the $118 lowered to what I was told it would be when I signed up I was told my bill would be lowered $5, HN was rude to me and my advocate hanging up on both of us. In the initial conversation, I was told the phone would go up to $29.95 and internet would go up to $49.99, the monthly price was never as low as they told me. 2) Also, the equipment was not reliable and I did what the installer recommended, which was to unplug everything, wait 5 or so minutes and plug everything back in. I recorded the dates on my calendar that I had no internet connection or phone and had to restart. The data was only 5gb and was told that was plenty and I shouldn't run over on the data. HN still says my account is open and active which is not true. I have P.T.S.D. and have been through a lot of stress throughout this whole thing. When the $499. was taken out of my account without my knowledge it was very hard for me. Thank you for your time[redacted]. [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:At no time did I speak with anyone from Hughes Net during the time when service was initiated. The agreement that I was read and accepted over the phone is not the agreement that Hughes Net claims I agreed to. The shady business practices that Hughes Net uses can be seen all over the internet from other parties that have been scammed by them as well. The rating that the Revdex.com has as well as the customer rating speaks volumes to the actual values and treatment that they provide. The agreement they claim I agreed to was never provided to me until the service was installed and the multiple issues started on day 1. The installation tech did not provide any terms or agreement either. The only time when the legal agreement was referenced or I was directed to it was when I initially told them to fix the service or cancel after dealing with service that did not perform to the agreement I accepted at the time of sign up. The service has been canceled and they so generously as a one time courtesy waived the fee. This took hours and hours of phone calls and speaking with many managers to have it done. The amount of "leg work" needed to get anything taken care of with this company is astronomical.If there is a way to flag this company to advise consumers to stay away I would highly recommend it so save further issues like this from taking place.
Regards,
[redacted]
[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] is subscribed to HughesNet services and has recently had some concerns with the monthly service charges and the reliability of her service. It has been verified that [redacted] first subscribed to HughesNet internet on January 27th, 2015 and first contacted HughesNet support in June 2015 regarding billing related issues. According to [redacted]'s complaint, she has stated she originally was quoted a monthly price of $31.67 which included $10 off the equipment fee, so technically her bill should have stayed at $41.67. Based on [redacted]'s concern HughesNet has requested a sales call review and the Corporate Officer is waiting on a reply. HughesNet completed an audit on [redacted]'s account including the very lengthy case history and invoices. Based on the investigation, it was validated that [redacted] was provided more than the allotted amount of adjustments and discounts that HughesNet allows any subscriber to receive. A total amount of $1468.22 has been adjusted since [redacted] first started service. Additionally, the total amount paid for service by [redacted] is $716.08, thus leaving a remaining courtesy amount provided to her of $752.14. HughesNet's Corporate Officer determined it was best to reach out to [redacted] directly via phone. The Corporate Officer spoke to her on November 21st, 2017 and discussed the findings of the audit. She was also educated about tokens and the Fair Access Policy as well as the current devices connected to her internet. After talking with [redacted], it was determined an unknown [redacted] device is currently connected to her wifi; however, she was directed to the router manufacturer for further assistance. The Corporate Officer did present the GEN 5 service to [redacted] to which she agreed with a monthly cost of $39.98 not including her local state and federal taxes. The Corporate Officer also notified [redacted] that there will be no more credit or discounts allowed on her account, as the last one will be applied after the upgrade is complete. Furthermore, this offered price is only valid for her term commitment of 12 months, and if she cancels prior to the commitment end she will be charged the early termination fees. [redacted] agreed to all the terms and conditions of the upgrade and an install date was set for November 25th, 2017 between 8am – 11am. HughesNet also notified [redacted] that the Corporate Officer will follow up with her post install to apply the final discount for the term as well as make sure she was able to log into the support center to view her bill and redeem the token package that was added to her account as a courtesy for her to reach an amicable resolution to her concerns. 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 it when the Corporate Officer follows up with her. HughesNet hopes that [redacted] continues to honor her commitment with HughesNet and she understands the reason why the decision was made to not allow any more credit or discounts on her account. If for some reason [redacted] changes her mind with the offer that was accepted today, no further offers will be made and HughesNet would suggest at that time [redacted] start looking for other internet options. [redacted] should review the new terms and conditions of her subscriber agreement at www.legal.hughesnet.com prior to the install on Saturday. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
November 29, 2016 Mr. [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 Mr. [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. If customers’ continue to exceed the data plan, Hughes will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance.“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.”“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.”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 the service was cancelled 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 cancellation policy. The full terms may be viewed at legal.hughesnet.com.The last troubleshooting efforts indicated Mr. [redacted] was subjected to the Fair Access Policy which is a tangible part of our service. In light of Mr. [redacted]’s issues, Hughes has issued a credit of half the early termination fee in the amount of $192.50. The remaining amount may possibly be negotiated by contacting the collections department at ###-###-####. 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, E F[redacted]Sr. Executive Customer Support[redacted]
December 23, 2014Dear [redacted]:In
response to your letter to the Executive Customer Support division of Hughes, our Executive Customer Support
representative reviewed all pertinent database records. Our records indicate that [redacted]’s
service was activated on March 12, 2014. On...
December 16, 2014, [redacted] called to inquire
about cancelling his service but stated that he was only thinking about
cancelling his service at this time. As
a result of cancellation within his contractual agreement, [redacted]’s account
has an early termination fee in the amount of $280.00. Regarding
[redacted]’s request to now cancel without penalty, please be advised that when
[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 is contractual agreement. On March 28, 2014 [redacted] upgraded
his service plan, at which time the agent would have gone over the terms and
conditions of his service. On October
12, 2014, [redacted] downgraded his service plan, at which time the conditions
would have been reviewed again. We have referred
[redacted] on December 9, 2014 and December 16, 2014 to the Hughes legal
website to print off his contract as well as providing him on December 16, 2014
with the name and telephone number of the installer that set his service
up. Consequently, we believe that we
have a contractual right to assess these fees. However, in recognition of [redacted]’s
financial circumstances, Hughes agrees to make an exception regarding our
cancelation policy. In
light of [redacted]’s difficulties, we have issued a refund on 12/23/2014 in
the amount of $ 140.00 to the credit card account on file representing half of
the early termination fee. If
[redacted] has any questions, he can contact me at the telephone number listed below,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,Nancy MExecutive
Customer Support
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 October 15, 2015. On April 14, 2016 Ms. [redacted] called to inquire about the cancellation policy stating that she was thinking of going with another service provider like others in her area. On May 23, 2016 Ms. [redacted] requested to cancel indicating having issues with the service. Please be advised that there were no previous issues reported to Hughes. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [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. On June 5, 2016 Ms. [redacted] was informed that as a courtesy in an effort to retain the service and provided an opportunity to troubleshoot the service to determine if there was an issue other than speeds which can’t be guaranteed Hughes would issue a credit for three months in the amount of $253.94 but if she still wanted to cancel service the early termination fee would be valid. As Ms. [redacted] has stated she disputed those charges with her financial institution and the reason why she was able to keep the funds was because Hughes credited the account in that amount. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. The early termination fee in the amount of $310.00 will remain as Hughes had no opportunity to address any technical issues Ms. [redacted] may have encountered beyond slow speeds prior to her canceling 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]
July 27, 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 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.
Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Regarding [redacted]’s concern of his account being automatically debited, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges. “Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees). Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscription. You hereby authorize automatic credit or charge card billing by Hughes for all such charges. You further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.”
Regarding [redacted]’s concern of being told that he could port his old telephone number, Hughes does port previous telephone numbers but has no control over a number being rejected as a result of a port request.
At the time [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 Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment for leased accounts. Hughes doesn’t suggest customers to retrieve the radio if they’re not capable of doing so. Hughes just states that if a tech is needed the customer is responsible for the charges associated with it. The equipment remains the property for leased accounts even after the contractual period is expired. The terms and conditions of the subscriber agreement can be found at legal.hughesnet.com.
“Returning Equipment to Hughes
Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within 45 days of cancellation date. The equipment must be received in good condition in order to avoid the Unreturned Equipment Fee. An Unreturned Equipment Fee of up to $300 will be charged to your account for Equipment not returned. Partial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200. Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account termination. All equipment must be received in good condition within 45 days of termination in order to receive a $200 hardware credit. No refunds will be given in respect of cancellations which take place beyond 30 days after activation. For customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipment. You are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cables. If you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation charges. You will not receive a credit for installation charges or other fees.”
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]
December 12, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some additional concerns regarding his HughesNet service. After further review, our offer still stands and we would need to send a technician to [redacted]’s site to uncover any underlying issues with his service. We created a complimentary dispatch and a technician contacted [redacted] directly to repair his service but [redacted] cancelled the service dispatch. If [redacted] still wishes to cancel his service, he would need to contact me directly for Cancellation. Hughes will waive half of the early termination fee. Due to leasing the equipment it would need to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and prepaid label would be shipped to the address on file for the successful return of the equipment. [redacted] would need to contact me at the number below to bring closure to his concerns. 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 consideration. Very truly yours, Ecole F[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,
[redacted]
[redacted] 12/4/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
was subscribed to HughesNet services but has since canceled service and had some concerns relating to the early termination fee policy. It was confirmed that [redacted] first subscribed to HughesNet internet on October 26th, 2017 and first contacted HughesNet support on November 17th with regards to her speeds and being unable to stream on [redacted] with her [redacted]. HughesNet completed an audit on [redacted]'s account history, and it was validated that [redacted] declined to troubleshoot with the agents and just wanted to cancel the service. HughesNet does understand that satellite internet is not always suitable for every consumer's needs, and unfortunately [redacted] was one of the few that were not happy with the service. [redacted] should take note that if she had given HughesNet the chance to troubleshoot her issues, HughesNet most always can fix the problems. If the subscriber declines to assist the technical team it becomes very challenging for HughesNet to meet their expectations. Furthermore, according to the audit it was validated that [redacted] was able to terminate her service without incurring the early termination fee; it was waived completely for her at the time of cancelation. [redacted] is still responsible for returning the leased modem, radio transmitter, and power supply to avoid any un-returned equipment fees of up to $300. [redacted]'s service has been officially terminated as of December 3rd, and there currently is a zero balance on the account. Additionally, a return kit has been created and should ship soon; typically subscribers should expect to receive this kit in 3-5 business days. There are instructions on how to return the requested lease equipment as well as a pre-paid shipping label for return. [redacted] should make note of her return tracking number as it may be requested of her at a later time. HughesNet apologizes that the service was not what she had expected; however, if she wishes to reactivate her service she has until January 17th, 2018. Typically the fee to reactivate is $25 but HughesNet would be willing to waive this fee as a courtesy for [redacted]. 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
[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. Please send a new statement reflecting the balance showed in this letter or I will start a new complaint. I have already made a $20.00 payment three months in a row, my balance should reflect that and only show $285.64.
Regards,
[redacted]
March 6, 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 Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ service was activated on December 12, 2014. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. Installers are not responsible for informing customers of the 24 month commitment but do need to get a signature from customers agreeing to the terms and conditions which can be found at legal.hughes.com. There is an electronic signature on file agreeing to those terms and conditions. Regarding Ms. [redacted]’ request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. We will request a sales call review to determine if the terms and conditions were read as required. If it is concluded that Ms. [redacted] wasn’t informed we will agree to cancel the service without penalty. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[redacted]
December 14, 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 Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr. [redacted]’s account was activated on September 22, 2016. On November 18, 2016 Mr. [redacted] requested to cancel the service and was advised of the early termination fee in the amount of $400.00 as a result of canceling during the contractual period. Mr. [redacted] was subscribed to Hughes Gen 4 Prime Plus plan which was $59.99 per month minus a $20.00 service discount for 24 months, and modem lease fee in the amount of $9.99. Mr. [redacted]’s first bill in the amount of $65.16 included the monthly fee, modem lease fee and taxes in the amount of $14.43 minus the $20.00 service discount. The additional $14.43 charged on the first bill for the taxes can’t be computed at the time of sale by the agent. The second bill included Express Repair in the amount of $7.95 which is always credited on the first bill and can be canceled at any time. Please be advised that these charges are valid per Mr. [redacted]’s subscription and a sales call review determined that Mr. [redacted] was correctly advised of the aforementioned charges. At the time Mr. [redacted] ordered the service, he had to agree to the terms and conditions of our subscriber agreement to begin the 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. Regarding Mr. [redacted]’s request to cancel without penalty, 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 the service within the contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Mr. [redacted]’s 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 in the amount of $400.00 representing the early termination fee and that amount will be refunded to the card on file. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted] Executive Customer Support ###-###-#### [redacted]
July 24, 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, 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 October 23, 2014. On July 8, 2015, [redacted]’s account was cancelled. As a result of cancellation within her contractual agreement, [redacted]’s account was charged an early termination fee in the amount of $277.98. With the exception of a period of time between January 13, 2015 and February 28, 2015, [redacted]’s issues with her service were a result of her exceeding her data allowance and or problems with her equipment. We have issued a total credit in the amount of $149.90 between January 8th and February 23rd which is equivalent to two months of service for technical issues with the service. 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. 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 $138.99 to her account representing half of the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron W[redacted]Executive Customer Support###-###-####[email protected]
November 28, 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 8, 2017 to the Executive Customer Care division of...
HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service. [redacted] is disputing the $400 early termination fee because he was under the impression HughesNet has a 30-day trial period. Our Executive Customer Care representative reviewed all pertinent database records and reviewed the support calls [redacted] made to HughesNet. [redacted]'s account was activated on September 12, 2017 and requested to cancel his service on November 8, 2017. We would like to clarify HughesNet does not have a 30-day trial period. If HughesNet service is terminated within the first 90 days, the early termination fee is $400. Each month thereafter the fee reduces by $15. During the several technical support calls, [redacted] was informed the connectivity issue was due to exceeding his data allowance. [redacted] confirmed several times with our technical support team he was able to stream video after free data allowance was provided. We offered information about managing his data through our online support center and [redacted] declined. [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. Each HughesNet Gen5 service plan is assigned a Service Plan Data Allowance. If the data usage exceeds the allowance for the plan, the speed of the service will be reduced until the next billing period. The speed of the services may be reduced to as low as or lower than 1 Mbps. HughesNet has provided subscribers a time frame of 2:00 am to 8:00 am seven days a week to schedule the downloading of large files free of impact from our Fair Access Policy. All customer's can also buy tokens which add data allowance and release the account from the Fair Access Policy. HughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribers. Complete terms and conditions about our Fair Access Policy can be read at legal.hughesnet.com. Please be advised when [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 and the $400 early termination fee is valid because the service was within performance limits when data allowance was not consumed. It is the customer's responsibility to ship back the equipment and a box was shipped November 12, 2017. The [redacted] tracking number is [redacted] and the website confirmed the box arrived at the site address on November 17, 2017. The equipment that needs to be returned include the modem, power cord, and the radio transmitter within (45) days of November 12, 2017 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 me. Please refer to Case ID [redacted]. Thank you very much for your consideration. Sincerely, J C[redacted] Executive Customer Support [redacted]
July 2, 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 Mr....
[redacted]r has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“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 Mr. [redacted]’s frustration and concern. As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Mr. [redacted] may contact me at the number below to bring closure to his complaint.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 F[redacted]
[redacted] 10/27/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] is...
subscribed to HughesNet services and recently has some concerns relating to the service reliability and cancellation policy. It has been verified that [redacted] first subscribed to HughesNet internet on August 22nd, 2016 and first called into HughesNet support on October 1st, 2016 for a no browse issue. It was determined that [redacted] had exceeded his monthly data allowance and was experiencing the Fair Access Policy. HughesNet provided some data and [redacted] was no longer needing assistance. In over a week, HughesNet support was contacted, but this time [redacted] wanted to cancel service because he stated no one told him about the relaxed bandwidth period. [redacted] then made a service change to a higher data plan. Following this, [redacted] didn't seem to have many service issues because not many other calls were made into HughesNet support; however, all the calls that were made were resolved to [redacted]'s satisfaction, and several of the calls; were disconnected on [redacted]'s end. Additionally, HughesNet reached out to [redacted] on October 27th, 2017. The Executive Officer properly identified themselves and wanted to provide any type of assistance to [redacted] to resolve all his concerns; however, the call was again disconnected. HughesNet attempted to reach [redacted] two additional times after this and left a message. Based on the completed audit that was done on [redacted]'s account, it is apparent that the internet services are being utilized and other than exceeding his monthly data allowance and billing changes, [redacted] has not experienced issues he has stated in his complaint. HughesNet will attempt to reach [redacted] on October 30th and looks forward to assisting him further. Furthermore, [redacted] may want to consider making his payment for this month's invoice in the amount of $66.45, the balance should be paid by November 4th, 2017 to avoid a locked transmission status. HughesNet would like to extend an offer to [redacted] that may not be honored after November 1st, 2017.HughesNet would like to offer [redacted] a free upgrade to the new GEN 5 service. Currently [redacted] is on the Pro Plus plan for $79.99 plus $9.99 per month for 15 GB of Anytime Data and 50 GB Bonus Data with a Download of up to 10Mbps and Upload of up 2 Mbps; without any service discount the monthly cost before tax would be $89.98. With this offer; [redacted] would get a new modem/router combination, re-pointed to the newest satellite with a speed of up to 25 Mbps for Download and an Upload of up to 3 Mbps, 20 GB of Anytime Data and 50 GB of Bonus Zone, No Hard Data Limits, and a built in Video Data Saver feature. HughesNet would waive the installation and activation fees and the monthly service plan would cost [redacted] $59.98 before tax each month. Additionally, all subscribers are required to commit to a new 2-year contract, but to reach an amicable resolution with [redacted], HughesNet will reduce the commitment to 1 year. This offer is such a great opportunity for [redacted] to get the newest, fastest service and for much lower than normal costs, because HughesNet is confident he will see a significant difference in his internet services. To take advantage of this one-time offer [redacted] will need to let HughesNet know upon our callback on Monday or by calling into HughesNet support at ###-###-#### and reference Case #[redacted]. With reference to [redacted] requesting to be refunded for all back months of non service, unfortunately, HughesNet cannot justify any type of refunds because the service was fully operational besides being out of data, and had there been other technical issues, HughesNet agents would need to actively troubleshoot [redacted]'s service; however, this did not seem to be the case. Additionally, HughesNet cannot justify reason to allow [redacted] to cancel his services without penalty, and if he decides to do so the early termination fee will be valid because [redacted] agreed to the terms and conditions at the time of ordering services. [redacted] can reference www.legal.hughes.net for all terms and conditions, including the early termination policy. 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 consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[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: I am rejecting this response because in his lengthy explanation Mr. W[redacted] says nothing about the fact that the Hughes Net customer service will not return phone calls or that they keep you on hold for over half of your phone call with them. I was promised 2 separate phone calls and never received one. On Sept 7 I was told that an engineer would call within 24 hours and as to date there has been no contact from Hughes Net. I do not know anyone that has an extra 3 hours at a time to spend on the phone. Yes I realize that there are no promises for speed and I don't have an issue there. However when I call in and the customer service agent keeps me on the phone, refuses to connect me to a supervisor, or hangs up on me I have an issue. I run a business and if I answered phone calls in this matter I would not have a job. If I told a client that they had to go do this or that 5 times a day before I would consider helping them I would lose clients.
Regards,
[redacted]