[redacted] 11/29/17Trade 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 and had some concerns with a refund that was owed and additional charges to her account. HughesNet completed a full audit on [redacted]'s account and reviewed all pertinent details relating to her complaint. Based on the investigation it was validated that [redacted] placed an order for HughesNet services on May 3rd, 2017; however, [redacted] determined at the time of install that the service was not going to meet her needs and it was canceled officially on May 6th, 2017. HughesNet would like to apologize to [redacted] for the services not being able to suit her needs. HughesNet does understand we cannot meet every consumers needs but still remain to be number one in the satellite internet industry. [redacted]'s situation is very uncommon and HughesNet almost never encounters this type of mishap. According to the invoices [redacted] made an initial payment of $67.19, and that was the amount to be refunded to her. Because she may not have been aware that when the technician came out to complete the install it was halfway completed, meaning the radio transmitter located outside was already installed, this is what caused the charge of $200 plus a generated invoice as well. It appears that $260.56 was charged to [redacted]'s credit card but later was reversed due to her disputing the charge with the bank. This was due to the system not showing the radio transmitter as being returned yet. HughesNet can see how confusing of a situation this might have been and felt it was our due diligence to reach out to her. The Corporate Officer handling her complaint attempted to reach her on November 29th but was unable to reach her. HughesNet has tried to explain the rare occurrence as best as possible through this response. [redacted] should note that to date there is a $0 balance on her closed account and the refund of $67.19 was issued to the credit card on file as of November 10th, 2017; thus, she should have received the refund by now. There are no further actions needed by [redacted] or HughesNet at this time. 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
October 1, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] Inresponse to your letter to the...
Executive Customer Support division of Hughes, itis our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. OurExecutive Customer Support representative reviewed all pertinent databaserecords. Our records indicate that the servicewas activated on May 2, 2013. Relativeto Ms. [redacted]’s concerns regarding Hughes’ service, Hughes’ service is sharedbandwidth with a Fair Access Policy. To ensure equal Internet access for allHughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policyapplies to all HughesNet service plans. Gen 4 customers have twobuckets of fixed data allowance per month. One being anytime bytes and theother being bonus bytes which have a fixed amount of data consumption between2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resumenormal browsing speeds it would be necessary to purchase tokens to be releasedfrom the Fair Access Policy. Depending on the service plan the fixed amount ofdata allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes nowhas plans that include bonus bytes with up to 50GB. Regarding Ms. [redacted]’sconcern that she initially wasn’t upgraded as discussed, please be advised thatMs. [redacted] had the Pro plan prior to her September 1, 2015 call with the firstagent which includes 15GB on anytime bytes and 50GB of bonus and upgraded tothe Pro plus plan on September 1, 2015 which includes 15GB of anytime bytes and50GB of bonus bytes plus smart browsing. On September 19, 2015 Ms. [redacted] wasupgraded to the Ultra plan which includes 50GB of anytime bytes and 50GB ofbonus bytes. The Ultra plan is $89.99 per month and the previous two plans thatMs. [redacted] was subscribed to were $79.99 per month. Ms. [redacted] has been given a$10.00 service discount for three months. After three months the Ultra planwill go back to the $89.99 rate. Ms. [redacted] is welcome to contact support toinquire about any qualifying offers at that time. Wesincerely regret any inconvenience that Ms. [redacted] may have experienced and arehopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully requestthat our response to this complaint be accepted as closure to the case. In the event you have any additionalquestions or comments, do not hesitate to contact me. Thank you very much for your consideration. Verytruly yours, DarronW[redacted]
October 26, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter to the executive customer care division of Hughes, it is our understanding that...
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.“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Customers’ do have the capability to stream [redacted], however heavy streaming can bring customers to exceed their designated downloading threshold. We recommend not watching movies in high definition to lessen their usage. 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. After further review, Hughes issued a credit of half the early termination fee of $158.00. The remaining balance of $157.49 can be worked out by contacting the collection team at 1-888-849-1896. 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]
[redacted]
[redacted]
[redacted]
June 9, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 24, 2015 and requested to cancel his service on May 18, 2015. Relative to [redacted]’s concerns regarding Hughes’ service, 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. 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. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $43.04 which is total amount paid. Although Hughes isn’t obligated to refund the amount because it was for services rendered, we have refunded the amount to the card on file. If [redacted] contends that damage was done to his roof, a damage claim needs to be made with the dealer that completed the install. Please be informed that the install was signed off on as a successful install. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]
[redacted] 12/29/17Trade 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 and had some concerns relating to the early termination fee policy. HughesNet has reviewed all pertinent details pursuant to [redacted]'s complaint. Based on the completed investigation it has been confirmed that [redacted] has already terminated her internet services with HughesNet and no early termination fees were assessed. Additionally, her service remains active until January 4th, 2018 after which time a return kit will be shipped to her address. [redacted] is responsible for returning the leased modem, radio transmitter, and power supply to avoid an un-returned equipment fee of up to $300. HughesNet does offer a de-install service if she needs assistance with the equipment recovery; however, there is a $100 fee for this service. HughesNet did reach out to [redacted] on December 29th, 2017 to validate that she has already terminated service and no fees were assessed. [redacted] was in agreement that everything has now been resolved and no further assistance was requested from her. HughesNet apologized for the mishaps that occurred and thanked her for her previous business. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 11/29/17Trade 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 relating to billing issues and double payments. HughesNet has completed and audit on [redacted]'s account cases and invoice history and has reviewed all pertinent details relating to her complaint. Based on the results, HughesNet would first like to mention that [redacted] is not listed as the account holder on this account but is listed as the individual responsible for the invoices. HughesNet would like to explain the investigation results as clearly as possible as the Corporate Officer tried to reach out to her on November 29th and was unsuccessful. According to the invoices, [redacted] made a payment of $202.66 on August 20th, 2017 which covered the August 7th and September 7th invoices. Then on October 7th, a bill generated for $101.33; an adjustment credit of $15 was applied to her account on October 16th, and [redacted] made a payment of $108.43. The next bill generated on November 7th for $138.94 leaving a balance of $116.84 due to the credits on the account. On November 13th, HughesNet agents applied another adjustment credit for the November Invoice in the amount of $116.84 which would leave a zero-balance owed on the account. HughesNet then received a payment from [redacted] on November 16th for $202.66 which is currently the balance on the account as a credit not owed. According to [redacted]'s concerns regarding a refund owed to her for a double payment made in October, there is no validation to this claim; furthermore, it appears [redacted] was given a free month of service for the last invoice that generated due to contacting HughesNet support for the same issue. Additionally, HughesNet did review the attachment that is on the account with reference to the proof of payment made; however, this does not validate the claim either as HughesNet would ask to see the canceled purchases for this time frame as well. Currently, as stated previously, there is a credit amount on the account for the most recent payment made which should cover both December and January invoices; therefore, no payment should need to be made until February. However, HughesNet would suggest she double check the invoice's credit balance in January. Lastly, with regards to wanting to cancel services and terminate the agreement, HughesNet can find no justifiable reason to allow [redacted] to terminate services without the early termination fees being assessed. If she decides to cancel the $400 fee will be valid and HughesNet is within legal rights to assess the 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. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 11/29/17Trade 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 and was concerned about the early termination fee policy and service reliability.HughesNet's Corporate Officer reviewed all pertinent records in reference to [redacted]'s complaint. At the time of sale, HughesNet can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, HughesNet will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. Per the terms and conditions of the subscriber agreement: “To ensure fair Internet access for all HughesNet® 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.” [redacted] can view the full terms at legal.hughesnet.com.Customers do have the capability to stream Netflix; however, heavy streaming can bring customers to exceed their designated downloading threshold. We recommend not watching movies in high definition to lessen their usage. One [redacted] movie in HD can be approximately 3GB. “HughesNet has no hard data limits. That means that even if you exceed your plan data, we won’t cut you off or charge you more. If you do use all of your plan data before the end of the month, you will be able to continue using the Internet for all applications but your speeds will reduce and will typically be in the range of 1 to 3 Mbps. In periods of network congestion, speeds may be slower and could be less than 1 Mbps which may mean that some applications will be slower to run and you may see buffering in video playback.” In addition, Magic Jack is a 3rd party application and is not recommended for use with satellite service. Based on the completed audit, it has been validated that [redacted] was allowed to terminate his service and contract agreement without penalty; however, there is a current balance owed of $93.21 for the monthly service which was billed at the beginning of November. [redacted] should take care of this balance as soon as possible as it is set to move into collections on December 28th. 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
August 10, 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. “To ensure fair Internet access for all HughesNet 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 (Gen4) service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Some users consume much more bandwidth than the average user, and they will experience reduced download speeds as a result of exceeding their Download Allowance. You may be surprised to find that the top one percent (1%) of users download 9 times more the average user. By providing a Data Allowance, more of the shared bandwidth is made available for everyone to use. Most users will have a better experience as a result of the Fair Access Policy. Online activities such as viewing Websites, checking email, watching video clips or similar short streaming media, and automatic software updates are unlikely to cause you to exceed your monthly Data Allowance.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. Mitchell’s frustration and concern. In light to the issues Hughes has waived half the early termination fee and issued a refund of $110.00 to the account. The remaining balance is $110.00. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300.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]
February 14, 2017 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ account was activated on December 10, 2016. On January 17, 2017 Ms. [redacted] initially requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of cancellation during the contractual period. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Hughes can’t guarantee speeds based on a variety of factors but does have a parameter of acceptable speeds. Regarding Ms. [redacted]’ concern of not receiving a contract please be advised there was no paper contract to sign. The installers have the customers sign a tablet or mobile device. As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. There is no paper form of the subscriber agreement that can be supplied. The subscriber agreement can be found in its entirety at legal.hughesnet.com. The electronic signature is required prior to the service being commissioned agreeing to the terms and conditions of the subscriber agreement as well as agreeing to the service being operational after install and there is a signature agreeing the terms. 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. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. If Ms. [redacted] still wishes to cancel service, we will waive the early termination fee if she cancels prior to February 21, 2017. Please be advised that we aren’t suggesting that Ms. [redacted] cancels her service as we have hopes of her reconsidering, however if she does wish to cancel we’ll agree to cancel without penalty prior to February 21, 2017. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron ** W[redacted]
[redacted]
[redacted]
[redacted]
[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: this man has not acknowledged the fact that hughesnets own technician said that the speed was too slow to be usable and we should expect a return call in 48 hours. Hughesnet did not call within 48 hours. In fact I allowed 2 weeks to go by to allow hughesnet to offer me a solution. This never happened. All the while I'm on the hook for paying for the unusuable unable to even send emails slow service. Now they've sent me to collections and are threatening to damage my credit. This man is telling lies. I would also like the Revdex.com to explain to me why they give this company an A+ rating in light of the thousands of complaints and this type of a response. An early termination fee is a penalty. They are not out any funds by canceling my service and to have the power to threaten my credit over service that their own technician confirmed was Unusable (not occasional slow speed- as the man that lies is trying to spin but literally unable to even type an email it was so unusable). That seems to be an unfair credit practice and I will not allow this to happen.
Regards,
Lisa [redacted]
December 4, 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 15, 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 and disputes his charges. [redacted] is seeking to refund $230.29 and disputes the early termination. Our records indicate that [redacted]'s account was activated November 4, 2016 and requested to terminate service on November 2, 2017. Our Executive Customer Care representative reviewed all pertinent database records and any [redacted] billing concerns or adjustments must be made through [redacted]. Regarding HughesNet internet and voice service, the reason the monthly rate started at $69.93 before taxes was due to a telephone promotional discount of $10 that was valid for 3 months. Thereafter, the monthly rate will increase to $79.93 plus tax. This is the reason the monthly rate increased in April 2017. Regarding the February 2017 statement increasing to $118.87 is inaccurate. February's balance generated for $79.28. December 2016 balance generated for $118.05 and the reason was due to generating prorated telephone charges for two billing periods; November 4, 2016 to December 4, 2016 and December 4, 2016 to January 4, 2017. The information can be verified by registering the account and viewing invoices at our online support center; supportcenter.myhughesnet.com. Regarding the internet connectivity issue, we received a call August 31, 2017 with slow connectivity and we explained the reason was due to exceeding the data allowance purchased with the service plan. Another call was made September 20, 2017 and the call dropped during our troubleshooting. [redacted] must keep in mind when the data allowance is consumed the browsing speeds are reduced to 1-3 MBPS until the data allowance resets or if tokens are purchased to add data allowance. Regarding the telephone technical issues, we ask the customer to reboot the ATA modem at their convenience because dialtone will be lost when the unit is reset. At times we ask the customer to call back if resetting the ATA does not resolve the issue. HughesNet values [redacted] as a customer and we wish to retain his business. To that end, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to hopefully resolve his technical issues. As an executive courtesy, we can offer to extend the telephone promotion of $10 off for 12 month's. 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 canceled the service prior to expiration of the service commitment period. The early termination fee for internet $265 and voice $130 is valid. It is the customer's responsibility to ship back the equipment. A box will arrive within 7-10 business days and the equipment that needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days 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]
[redacted] 11/29/17Trade 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 and had some concerns with a refund that was owed and additional charges to her account. HughesNet completed a full audit on [redacted]'s account and reviewed all pertinent details relating to her complaint. Based on the investigation it was validated that [redacted] placed an order for HughesNet services on May 3rd, 2017; however, [redacted] determined at the time of install that the service was not going to meet her needs and it was canceled officially on May 6th, 2017. HughesNet would like to apologize to [redacted] for the services not being able to suit her needs. HughesNet does understand we cannot meet every consumers needs but still remain to be number one in the satellite internet industry. [redacted]'s situation is very uncommon and HughesNet almost never encounters this type of mishap. According to the invoices [redacted] made an initial payment of $67.19, and that was the amount to be refunded to her. Because she may not have been aware that when the technician came out to complete the install it was halfway completed, meaning the radio transmitter located outside was already installed, this is what caused the charge of $200 plus a generated invoice as well. It appears that $260.56 was charged to [redacted]'s credit card but later was reversed due to her disputing the charge with the bank. This was due to the system not showing the radio transmitter as being returned yet. HughesNet can see how confusing of a situation this might have been and felt it was our due diligence to reach out to her. The Corporate Officer handling her complaint attempted to reach her on November 29th but was unable to reach her. HughesNet has tried to explain the rare occurrence as best as possible through this response. [redacted] should note that to date there is a $0 balance on her closed account and the refund of $67.19 was issued to the credit card on file as of November 10th, 2017; thus, she should have received the refund by now. There are no further actions needed by [redacted] or HughesNet at this time. 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
October 1, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] Inresponse to your letter to the...
Executive Customer Support division of Hughes, itis our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. OurExecutive Customer Support representative reviewed all pertinent databaserecords. Our records indicate that the servicewas activated on May 2, 2013. Relativeto Ms. [redacted]’s concerns regarding Hughes’ service, Hughes’ service is sharedbandwidth with a Fair Access Policy. To ensure equal Internet access for allHughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policyapplies to all HughesNet service plans. Gen 4 customers have twobuckets of fixed data allowance per month. One being anytime bytes and theother being bonus bytes which have a fixed amount of data consumption between2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resumenormal browsing speeds it would be necessary to purchase tokens to be releasedfrom the Fair Access Policy. Depending on the service plan the fixed amount ofdata allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes nowhas plans that include bonus bytes with up to 50GB. Regarding Ms. [redacted]’sconcern that she initially wasn’t upgraded as discussed, please be advised thatMs. [redacted] had the Pro plan prior to her September 1, 2015 call with the firstagent which includes 15GB on anytime bytes and 50GB of bonus and upgraded tothe Pro plus plan on September 1, 2015 which includes 15GB of anytime bytes and50GB of bonus bytes plus smart browsing. On September 19, 2015 Ms. [redacted] wasupgraded to the Ultra plan which includes 50GB of anytime bytes and 50GB ofbonus bytes. The Ultra plan is $89.99 per month and the previous two plans thatMs. [redacted] was subscribed to were $79.99 per month. Ms. [redacted] has been given a$10.00 service discount for three months. After three months the Ultra planwill go back to the $89.99 rate. Ms. [redacted] is welcome to contact support toinquire about any qualifying offers at that time. Wesincerely regret any inconvenience that Ms. [redacted] may have experienced and arehopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully requestthat our response to this complaint be accepted as closure to the case. In the event you have any additionalquestions or comments, do not hesitate to contact me. Thank you very much for your consideration. Verytruly yours, DarronW[redacted]
October 26, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]File# [redacted]Dear Mr. [redacted]In response to your letter to the executive customer care division of Hughes, it is our understanding that...
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.“To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Customers’ do have the capability to stream [redacted], however heavy streaming can bring customers to exceed their designated downloading threshold. We recommend not watching movies in high definition to lessen their usage. 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. After further review, Hughes issued a credit of half the early termination fee of $158.00. The remaining balance of $157.49 can be worked out by contacting the collection team at 1-888-849-1896. 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]
[redacted]
[redacted]
[redacted]
June 9, 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 his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s account was activated on April 24, 2015 and requested to cancel his service on May 18, 2015. Relative to [redacted]’s concerns regarding Hughes’ service, 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. 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. Due to the account being cancelled within 30 days, there is no contractual agreement and the early termination fee of $400 does not apply. [redacted]’s account has be credited the disputed amount of $43.04 which is total amount paid. Although Hughes isn’t obligated to refund the amount because it was for services rendered, we have refunded the amount to the card on file. If [redacted] contends that damage was done to his roof, a damage claim needs to be made with the dealer that completed the install. Please be informed that the install was signed off on as a successful install. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron *. W[redacted]Executive Customer Support###-###-####[email protected]
[redacted] 12/29/17Trade 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 and had some concerns relating to the early termination fee policy. HughesNet has reviewed all pertinent details pursuant to [redacted]'s complaint. Based on the completed investigation it has been confirmed that [redacted] has already terminated her internet services with HughesNet and no early termination fees were assessed. Additionally, her service remains active until January 4th, 2018 after which time a return kit will be shipped to her address. [redacted] is responsible for returning the leased modem, radio transmitter, and power supply to avoid an un-returned equipment fee of up to $300. HughesNet does offer a de-install service if she needs assistance with the equipment recovery; however, there is a $100 fee for this service. HughesNet did reach out to [redacted] on December 29th, 2017 to validate that she has already terminated service and no fees were assessed. [redacted] was in agreement that everything has now been resolved and no further assistance was requested from her. HughesNet apologized for the mishaps that occurred and thanked her for her previous business. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 11/29/17Trade 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 relating to billing issues and double payments. HughesNet has completed and audit on [redacted]'s account cases and invoice history and has reviewed all pertinent details relating to her complaint. Based on the results, HughesNet would first like to mention that [redacted] is not listed as the account holder on this account but is listed as the individual responsible for the invoices. HughesNet would like to explain the investigation results as clearly as possible as the Corporate Officer tried to reach out to her on November 29th and was unsuccessful. According to the invoices, [redacted] made a payment of $202.66 on August 20th, 2017 which covered the August 7th and September 7th invoices. Then on October 7th, a bill generated for $101.33; an adjustment credit of $15 was applied to her account on October 16th, and [redacted] made a payment of $108.43. The next bill generated on November 7th for $138.94 leaving a balance of $116.84 due to the credits on the account. On November 13th, HughesNet agents applied another adjustment credit for the November Invoice in the amount of $116.84 which would leave a zero-balance owed on the account. HughesNet then received a payment from [redacted] on November 16th for $202.66 which is currently the balance on the account as a credit not owed. According to [redacted]'s concerns regarding a refund owed to her for a double payment made in October, there is no validation to this claim; furthermore, it appears [redacted] was given a free month of service for the last invoice that generated due to contacting HughesNet support for the same issue. Additionally, HughesNet did review the attachment that is on the account with reference to the proof of payment made; however, this does not validate the claim either as HughesNet would ask to see the canceled purchases for this time frame as well. Currently, as stated previously, there is a credit amount on the account for the most recent payment made which should cover both December and January invoices; therefore, no payment should need to be made until February. However, HughesNet would suggest she double check the invoice's credit balance in January. Lastly, with regards to wanting to cancel services and terminate the agreement, HughesNet can find no justifiable reason to allow [redacted] to terminate services without the early termination fees being assessed. If she decides to cancel the $400 fee will be valid and HughesNet is within legal rights to assess the 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. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 11/29/17Trade 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 and was concerned about the early termination fee policy and service reliability.HughesNet's Corporate Officer reviewed all pertinent records in reference to [redacted]'s complaint. At the time of sale, HughesNet can only estimate what plan would be a great fit for customers. If customers continue to exceed the data plan, HughesNet will suggest an upgrade plan to another tier to see if this may meet the customers’ data allowance. Per the terms and conditions of the subscriber agreement: “To ensure fair Internet access for all HughesNet® 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.” [redacted] can view the full terms at legal.hughesnet.com.Customers do have the capability to stream Netflix; however, heavy streaming can bring customers to exceed their designated downloading threshold. We recommend not watching movies in high definition to lessen their usage. One [redacted] movie in HD can be approximately 3GB. “HughesNet has no hard data limits. That means that even if you exceed your plan data, we won’t cut you off or charge you more. If you do use all of your plan data before the end of the month, you will be able to continue using the Internet for all applications but your speeds will reduce and will typically be in the range of 1 to 3 Mbps. In periods of network congestion, speeds may be slower and could be less than 1 Mbps which may mean that some applications will be slower to run and you may see buffering in video playback.” In addition, Magic Jack is a 3rd party application and is not recommended for use with satellite service. Based on the completed audit, it has been validated that [redacted] was allowed to terminate his service and contract agreement without penalty; however, there is a current balance owed of $93.21 for the monthly service which was billed at the beginning of November. [redacted] should take care of this balance as soon as possible as it is set to move into collections on December 28th. 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
August 10, 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. “To ensure fair Internet access for all HughesNet 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 (Gen4) service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Some users consume much more bandwidth than the average user, and they will experience reduced download speeds as a result of exceeding their Download Allowance. You may be surprised to find that the top one percent (1%) of users download 9 times more the average user. By providing a Data Allowance, more of the shared bandwidth is made available for everyone to use. Most users will have a better experience as a result of the Fair Access Policy. Online activities such as viewing Websites, checking email, watching video clips or similar short streaming media, and automatic software updates are unlikely to cause you to exceed your monthly Data Allowance.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. Mitchell’s frustration and concern. In light to the issues Hughes has waived half the early termination fee and issued a refund of $110.00 to the account. The remaining balance is $110.00. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300.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]
Will not accept as closure until ithe is resolved.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
February 14, 2017 Mr. [redacted] Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to...
your letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’ account was activated on December 10, 2016. On January 17, 2017 Ms. [redacted] initially requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of cancellation during the contractual period. At the time Ms. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds. “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use Netflix with our Gen4 service, but be sure to continue to monitor your monthly Data Allowance. It’s important to remember that your home is approximately 22,000 miles away from the HughesNet satellite in space. In order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniques. Hughes’ service is shared bandwidth with a Fair Access Policy. To ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP). This policy applies to all HughesNet service plans. Gen 4 customers have two buckets of fixed data allowance per month. One being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local time. Once the bonus bytes consumption has been exceeded, to resume normal browsing speeds it would be necessary to purchase tokens to be released from the Fair Access Policy. Depending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per month. Hughes now has plans that include bonus bytes with up to 50GB. Hughes can’t guarantee speeds based on a variety of factors but does have a parameter of acceptable speeds. Regarding Ms. [redacted]’ concern of not receiving a contract please be advised there was no paper contract to sign. The installers have the customers sign a tablet or mobile device. As standard procedure, customers are read the terms and conditions which includes the 24 month commitment during the sales call. There is no paper form of the subscriber agreement that can be supplied. The subscriber agreement can be found in its entirety at legal.hughesnet.com. The electronic signature is required prior to the service being commissioned agreeing to the terms and conditions of the subscriber agreement as well as agreeing to the service being operational after install and there is a signature agreeing the terms. 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. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’ circumstances, Hughes agrees to make an exception regarding our cancelation policy. If Ms. [redacted] still wishes to cancel service, we will waive the early termination fee if she cancels prior to February 21, 2017. Please be advised that we aren’t suggesting that Ms. [redacted] cancels her service as we have hopes of her reconsidering, however if she does wish to cancel we’ll agree to cancel without penalty prior to February 21, 2017. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron ** W[redacted]
[redacted]
[redacted]
[redacted]
[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: this man has not acknowledged the fact that hughesnets own technician said that the speed was too slow to be usable and we should expect a return call in 48 hours. Hughesnet did not call within 48 hours. In fact I allowed 2 weeks to go by to allow hughesnet to offer me a solution. This never happened. All the while I'm on the hook for paying for the unusuable unable to even send emails slow service. Now they've sent me to collections and are threatening to damage my credit. This man is telling lies. I would also like the Revdex.com to explain to me why they give this company an A+ rating in light of the thousands of complaints and this type of a response. An early termination fee is a penalty. They are not out any funds by canceling my service and to have the power to threaten my credit over service that their own technician confirmed was Unusable (not occasional slow speed- as the man that lies is trying to spin but literally unable to even type an email it was so unusable). That seems to be an unfair credit practice and I will not allow this to happen.
Regards,
Lisa [redacted]
December 4, 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 15, 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 and disputes his charges. [redacted] is seeking to refund $230.29 and disputes the early termination. Our records indicate that [redacted]'s account was activated November 4, 2016 and requested to terminate service on November 2, 2017. Our Executive Customer Care representative reviewed all pertinent database records and any [redacted] billing concerns or adjustments must be made through [redacted]. Regarding HughesNet internet and voice service, the reason the monthly rate started at $69.93 before taxes was due to a telephone promotional discount of $10 that was valid for 3 months. Thereafter, the monthly rate will increase to $79.93 plus tax. This is the reason the monthly rate increased in April 2017. Regarding the February 2017 statement increasing to $118.87 is inaccurate. February's balance generated for $79.28. December 2016 balance generated for $118.05 and the reason was due to generating prorated telephone charges for two billing periods; November 4, 2016 to December 4, 2016 and December 4, 2016 to January 4, 2017. The information can be verified by registering the account and viewing invoices at our online support center; supportcenter.myhughesnet.com. Regarding the internet connectivity issue, we received a call August 31, 2017 with slow connectivity and we explained the reason was due to exceeding the data allowance purchased with the service plan. Another call was made September 20, 2017 and the call dropped during our troubleshooting. [redacted] must keep in mind when the data allowance is consumed the browsing speeds are reduced to 1-3 MBPS until the data allowance resets or if tokens are purchased to add data allowance. Regarding the telephone technical issues, we ask the customer to reboot the ATA modem at their convenience because dialtone will be lost when the unit is reset. At times we ask the customer to call back if resetting the ATA does not resolve the issue. HughesNet values [redacted] as a customer and we wish to retain his business. To that end, HughesNet can offer the assistance of our advanced technical support to work with [redacted] to hopefully resolve his technical issues. As an executive courtesy, we can offer to extend the telephone promotion of $10 off for 12 month's. 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 canceled the service prior to expiration of the service commitment period. The early termination fee for internet $265 and voice $130 is valid. It is the customer's responsibility to ship back the equipment. A box will arrive within 7-10 business days and the equipment that needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days 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]