[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Date: Wed, Dec 7, at 5:PMSubject: Complaint ID #***To: MyRevdex.com Info I received the response from Hughes I was able to attach other customer complaints, but did not get an opportunity to state the reason I reject the response Monopolies are illegal due to businesses abusing customers and committing fraud This is what Hughes does I requested the signed contract and the recording of my initial conversation with the representative who misled me, like so many other customers. As previously stated, Hughes continued to charge me for phone service after July 16th I've transferred phones in the past I've gone from *** to ***k, ***k to ***, *** to Hughes, and Hughes to *** At no time did I ever need to contact the service I was leaving because the new service did that for me I did not need to contact Hughes when I stopped phone service because *** did that Hughes knew my phone was transferred since I was not charged for August The charges began again in September and October The continued theft forced me to cancel all my credit cards Despite complaints, Hughes wastes time hoping customers will surrender.On top of the unreasonable financial demands made by Hughes for early termination of a worthless product/service, there is also a fee for equipment I received an empty box from Hughes to return the equipment This was easy until I realized the "radio" is on top of my house connected to the satellite Now if I don't climb onto my roof, cut the wire from the satellite and remove the radio from the mount, I will be charged an additional $ Please furnish me with the signed agreement stating I would do that This is completely unfair and irrational If a technician installed the equipment, it is reasonable to expect a technician to dismantle it. I am not the only victim of the unscrupulous practices of Hughes executives and employees I hope the Revdex.com can assist I resolving these complaints of major illegal activity I am not stopping until there is justice.Sincerely,*** ***
December 1, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to
your letter to the Executive Customer Support division of Hughes, It is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on May 3, If Mr***’s service is canceled at this point there will be an early termination fee in the amount of $as a result of cancellation during the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GB Regarding Mr***’s request to cancel without penalty, please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr*** experienced with our service, we will issue a credit in the amount of $representing half of the early termination fee if he still wishes to cancelMs*** will need to contact customer support to complete the cancellation process and have half of the early termination fee waived by December 16, We sincerely regret any inconvenience that Mr*** 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*** Executive Customer Support ###-###-#### ***
[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: They never sent me no email about the discount ending and was not suppose to end till the end of October I was told and wrote it down I also did call them and ask them to remove my Guardians stuff and they said they can't unless there is another credit card on the file and in that case they're lying and falsifying stuff to make them look better
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am happy that the did agree to a creditTheir terms and conditions and hidden fees have never been explained to usI assure you had they been explained to us we would not have agreed to the servicesSo I appr coats their willingness to offer a credit as the only reason we needed to do an upgrade was due to the original equipment we receivedThank you again for your help!! This can be considered resolved
Regards,
A*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have yet to receive the phone callFurthermore the radio transmitter has been available for pickup the same day is was incorrectly installedIt’s still on the house untouchedThe discrepancy was with the concrete mounted pole your company installedSo I’m here awaiting a phone call and for your rep to uninstall the equipmentAnother problem is I type my response with the Revdex.com the moment I receive itHughes Net takes a ridiculious amount of time to respondI owe your company $And after looking online I found nothing but complaints and abuse by this companyOne one has anything nice to say about them or their service.Sinner this is resolved the betterMy hands are tied you installed the equipment, so come uninstall itThis unethical practice really hurts the consumers.Regards,
*** ***
June 2, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***
In response to your
letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on March 31, On April 28, Ms*** requested to cancel the service and was advised of the early termination fee in the amount of $as a result of canceling within the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised that Ms*** was informed that the service was working as it should and there were issues with the data allowance being exceededTo reiterate Hughes can’t guarantee speeds for satellite internet service however Hughes does have an acceptable parameter of capable speeds based on the service plan Regarding Mr***’s request to cancel without penalty, please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesIf it is found that there are issues with the service and it’s not operating as it should Hughes’ advanced support can attempt to resolve those issues and if they can’t be resolved we are happy to allow the service to be canceled without penaltyWe sincerely regret any inconvenience that Mr*** 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***
*** *** ***
***
***
[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 10816085, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** *** 12/19/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** ***File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has some concerns relating to the speeds and reliability of her service.HughesNet has reviewed all pertinent details pursuant to *** ***'s complaint and attempted to reach out to her to discuss the findings on December 12th, but was unsuccessful and a voice message was leftThe Corporate Officer did make contact with *** *** the following day to reach an amicable resolutionBased on the conversation and diagnostics, HughesNet notified *** *** that she was pointed to the incorrect satellite and offered to send a technician out free of charge to execute the re-point; however, *** *** declined the offerAdditionally, HughesNet offered to increase her service plan and price match her current monthly price for months, this also was not accepted*** *** stated that with all the frustrations she has dealt with since install on November 8th, and call after call, as well as not being called back from the engineering department she lost hope and credibility for HughesNetFurthermore, *** *** told the Officer that the only thing that would make her happy and be accepted is to cancel her service and not be charged the early termination feeIt was mutually agreed by both HughesNet and *** *** that the only option would be to terminate her service without penalty*** *** gladly accepted the outcomeHughesNet also explained the return equipment process and verified the address to send the return kit after the service is inactiveHughesNet processed a standard cancellation, and *** *** was notified that her service will remain active until January 8th, and will have until February 22nd, to reactivate her accountNo further questions or assistance was requested by *** ***Additionally, HughesNet will process a refund of $to the credit card on file; it can take up to seven business days to receive depending on her financial institution*** *** is asked not to make any changes to her credit card until the refund is receivedHughesNet provided Case # *** for *** ***'s referenceWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
September 4, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr*** In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that MrLeland has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on May 28, On July 19, 2015, Mr***s account was cancelledAs a result of cancellation within his contractual agreement, Mr***s account was charged an early termination fee in the amount of $Regarding Mr***s concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)The policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthPlease be advised that there were never any issues found to be the result of a problem with Hughes’ serviceIt was documented that MrLeland had exceeded his data allowance and he was advised as such as of July 17, 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 fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn 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 $per month.” Regarding Mr***s request to cancel without penalty, please be advised that when MrLeland subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Mr*** experienced with our service, we have issued a credit of $to his account representing half of the early termination fee We sincerely regret any inconvenience that Mr*** 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 the 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***
*** *** ***
***
***
March 4, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on September 10, On December 11, 2014, Ms***’s account was cancelled. As a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $ Please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyRegarding Ms***’s concern of not receiving a requested contract, there is no written contract rather an electronic signature which was received at the time of install agreeing to the terms and conditions of the subscriber agreement which can be found at legal.hughes.com. In light of the difficulties Ms*** experienced with our service, we have issued a credit of $to her account representing half of the early termination fee. We sincerely regret any inconvenience that Ms*** 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***Executive Customer Support###-###-####***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I would like to know exactly what actions MrW*** is speaking about that demonstrates their good faith (because as I understand it, there was and will be no action taken)
Regards,
*** ***
November 17, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 1, to the Executive Customer Care division of
HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the performance of the WiFi connection*** *** is seeking to terminate service without penalty because the service never worked and disputes the early termination fee because she did not sign a contractOur records indicate that *** *** was activated on July 31, and called to terminate service on October 11, Prior to establishing contact with *** *** on November 16, our Executive Customer Care representative reviewed all pertinent database records and reviewed calls for the two conversations *** *** had with HughesNetThe first and only technical call was made on August 28, 2017, *** *** called with no connectivity concerns on her cell phone and she confirmed her *** *** was successfully connected to the internetIt was realized the cell phone was not connected to the HughesNet wireless networkOur technical support team successfully assisted with guiding *** *** through her device network settings and established a wireless connection*** *** confirmed the service was working, but the new concern was if one device is connected to the internet a second device will not connectTroubleshooting could not continue because *** *** had to go to workWe offered to schedule a call back, but she was uncertain of a convenient date and time due to her work scheduleThe next call was made on October 11, when *** *** requested to terminate service due to connectivity issuesOur account management team offered to troubleshoot to locate the root cause and *** *** declined our effortsWe explained terminating the service prior to expiration of the service commitment period will result in an early termination fee of $*** *** mentioned she will call the Revdex.com and our supervisor made a second effort to troubleshoot her connectivity issues but *** *** declined againDuring our conversation on November 16, with our Executive Customer Care representative, we informed *** *** our records indicate the GB data allowance she purchased with her service plan exceeded days after the reset date for the months of September and OctoberShe mentioned she was not made aware she purchased a set amount of data allowanceWe offered to review the sales call to verify the information that was shared during the HughesNet sales order, but *** *** mentioned her main focus is to get the refund for the early termination fee because the service never workedHughesNet was not made aware of any ongoing technical issues and data usage chart shows a history of internet usage to the point of consuming GBS*** *** must keep in mind once the GBS is consumed speeds are reduced to 1-MBPSPlease be advised when*** *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment periodComplete terms and conditions can be read at legal.hughesnet.comThe early termination fee of $is valid because HughesNet was not informed of ongoing technical issues and was not given the opportunity to provide adequate troubleshootingWe offered to reactivate the service to continue with troubleshooting to verify the service is working, *** *** declinedShe mentioned she will contact the Revdex.com again and dispute the early termination fee as many times as she needs to because she feels HughesNet is not doing enough to work with herWe reminded her we have record of one call made to HughesNet regarding technical concernsWe explained the HughesNet modem was received on November 8, and the radio transmitter must be returned no later than December 16, to avoid an unreturned equipment fee of $*** *** mentioned she refuses to climb her roof to retrieve the radioWe reminded HughesNet offers a De-install Equipment Recovery program if the customer is unable to de-install the radio assemblyA professional installer can be requested, at the customer's expense, to perform the workThis service includes removal of the radio from the antenna and disconnection of a modemThe cost of this option is $*** *** shared with us she is 56-years old and cannot climb the roofWe offered our apologies and explained we were not made aware of her statusWe offered to send a technician free of charge and *** *** requested an appointment for November 24, between 11:AM-02:PMAny questions regarding the De-install appointment *** *** can contact the assigned dealer: *** *** at ***Once de-installation is complete, the radio will be left with *** *** and she will remain responsible for shipping the equipment back to the following address: Hughes Network Systems Industrial Drive Gaithersburg, MD *** *** expressed her concerns with having to pay for the shipping cost so we offered to apply a credit to her HughesNet account to cover the shipping expense once the equipment is receivedWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** Complaint ID: *** *** ***, In response to your letter dated December 12th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** rejected our response because she is stating that she was not told her contract would match her Gen commitment and would have to resolve her unpaid balance to upgrade to Gen Having listened to the call to our account management myself I heard the agent clearly tell *** *** on September 28th that he would arrange a new commitment status on the Gen services that would match the termination date of the Gen servicesAny customer upgrading to our Gen services should be up to date on his or her bill, and, as noted in earlier responses, *** *** had not made a payment since JulyIf the customer is stating that she did not make payment because she did not have use of the services we may be able to retrieve the archived usage records for this time period to see if the customer was accessing the internet during this timeThis will take some time, and any crediting of balances will be contingent on what is determinedIn the meantime, if the customer is willing to have Gen technology installed at her address at no cost she can call our sales department and sign up with a new accountInstallation and activation is free but she will be asked to pay her first month of service on the initial call to sales so should be prepared for thisOnce the customer is installed or has verification of being declared unserviceable by the installing technician and can present an account number, or an order number along with the dealer's number who declared the address unserviceable we will waive the early termination feeWe would still ask for *** *** to return her Gen modem and radio transmitter found on the end of the satellite dish so that we may reverse her unreturned equipment feesWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationRespectfully, MF* HughesNet Executive Customer Care [email protected]
December 14, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on August 2, On September 23, Ms*** requested to cancel her service and was advised of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the contractual period Regarding Ms***’s latest concern please be advised that the radio transmitter was received in the system as of December 7, and $has been credited to the account as of December 14, We sincerely regret any inconvenience that Ms*** 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*** Executive Customer Support ###-###-#### ***
February 23, 2017 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** ***File# ***Dear *** ***:In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsThe next step is for our technical support team to evaluate the speed tests We understand the issues Mr*** had with contacting our support teamHowever, we can’t move forward unless we assess the speed testOur technicians stand ready to evaluate his serviceOn 02/23/2017, we contacted Mr*** directly to try and uncover any underlying issues with the service, however; he was unavailable and was provided the number to contact our advanced support at his earliest convenienceMr*** may contact our support team at *** and use (***) for further assistance We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F*
*** *** *** ***
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
Danny ***
Although hughesnet has finally attempted to resolve some of our issues that we have been experiencing, We feel that the issues should have been resolved from the first time We contacted hughesnetI greatly appreciate that they are attempting to make matters better, but, even after the service tech came back to the house and said he increased the speed, it is still extremely slow! We are unable to stream a movie much less at their peak hoursIt is not what we intended to sign up for and we still feel that it is not the service that we had expected to receive from such a well-known company
June 29,
Mr*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint ID ***
Dear Mr***
In
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s service was activated on May 19, On June 15, requested to cancel his service and was advised of the early termination fee in the amount of $as a result of cancellation during the contractual period
At the time Mr*** ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 10GB to 50GB per monthHughes now has plans that include bonus bytes with 50GB
Please be advised that when Mr*** subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
In light of the difficulties Mr*** experienced with our service, we will issue a credit to cover the early termination fee
We sincerely regret any inconvenience that Mr*** 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***
*** *** ***
***
***
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***,In response to your letter dated September 7th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** has concerns regarding the next steps in the problem solving process. I apologize that when the customer called back the agents he spoke with did not reference my notesI also apologize that *** *** was transferred between several departments before reaching an agent that could properly escalate the issue*** ***’s issue was correctly escalated to our engineering department, also known as T.S.Con September 5th and should be hearing back from them shortly. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,MF*HughesNet Executive Customer [email protected]
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File #*** In response to your letter, to the Executive Customer Support division of HughesNetIt is our understanding that *** *** recently subscribed to
HughesNet services on June 20th It also has been confirmed that *** *** has had some service issues with her internet services and is considering canceling her services and is concerned about the early termination fees that are assessed upon cancelingAfter further research into *** ***'s account it has been verified that after the initial install of her services *** *** first made a call into the Support Center on July 6th The reason for her call was about slow speeds when attempting to send pictures through the InternetOur Technical Agents did attempt to assist *** *** and offer additional options however the offers were declined and *** *** terminated the callFollowing this call *** *** made contact to the Support Center on July 8th again for issues relative to speeds of serviceAgents did offer troubleshooting assistance to *** *** but offer was declined by her and *** *** requested a Technician be sent to the site address to resolve the issuesHughesNet dispatched a Technician and the replacement of the radio transmitter was completed on July 13th Additionally, *** *** called into HughesNet's support team post repair and wanted to cancel service due to not receiving the speeds she thought she was supposed to be gettingPer *** ***'s case history from this day, the recorded speeds were above what is promised on *** *** service planThe results for her speeds were a Download of 37mbps and an Upload of 3.9mbps*** *** service plan states a Download of 25mbps and an Upload of 3mbps therefore her speeds are above the parametersStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hoursIn addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the source and the strength of the signal, and its usage is subject to the Fair Access PolicyHughesNet did run additional tests on *** *** speeds and her system following the last contact she made to the support centerWe were able to verify the system has been Fully Operational on every call made and the speeds that *** *** have been receiving are well above the service plan parameters Records of the speed test results can be requested by *** *** at any timeLast test was performed by our Technical Team on July 24th at 10:pm and again the results were above what is stated on the service planThe current Download was 28mbps with an Upload of 4.4mbpsHughesNet can assure that *** *** is getting adequate Internet service and that the speeds are within the parameters that HughesNet guarantee's also as a courtesy we also provided *** *** a credit to her HughesNet account for month of service in the amount of $which was applied on July 13th Additionally, we would like to offer *** *** a Service Discount of $off each month for the remaining time of her term commitmentIf *** *** still wishes to cancel her Internet Services, we would be unable to waive the early termination fee as HughesNet feels we are well within our rights to assess the fee since *** *** is utilizing the services and speeds are above the parameters*** *** can refer to www.legal.hughesnet.com for all HughesNets Policies regarding speeds and early termination feesWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event, you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Date: Wed, Dec 7, at 5:PMSubject: Complaint ID #***To: MyRevdex.com Info I received the response from Hughes I was able to attach other customer complaints, but did not get an opportunity to state the reason I reject the response Monopolies are illegal due to businesses abusing customers and committing fraud This is what Hughes does I requested the signed contract and the recording of my initial conversation with the representative who misled me, like so many other customers. As previously stated, Hughes continued to charge me for phone service after July 16th I've transferred phones in the past I've gone from *** to ***k, ***k to ***, *** to Hughes, and Hughes to *** At no time did I ever need to contact the service I was leaving because the new service did that for me I did not need to contact Hughes when I stopped phone service because *** did that Hughes knew my phone was transferred since I was not charged for August The charges began again in September and October The continued theft forced me to cancel all my credit cards Despite complaints, Hughes wastes time hoping customers will surrender.On top of the unreasonable financial demands made by Hughes for early termination of a worthless product/service, there is also a fee for equipment I received an empty box from Hughes to return the equipment This was easy until I realized the "radio" is on top of my house connected to the satellite Now if I don't climb onto my roof, cut the wire from the satellite and remove the radio from the mount, I will be charged an additional $ Please furnish me with the signed agreement stating I would do that This is completely unfair and irrational If a technician installed the equipment, it is reasonable to expect a technician to dismantle it. I am not the only victim of the unscrupulous practices of Hughes executives and employees I hope the Revdex.com can assist I resolving these complaints of major illegal activity I am not stopping until there is justice.Sincerely,*** ***
December 1, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to
your letter to the Executive Customer Support division of Hughes, It is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on May 3, If Mr***’s service is canceled at this point there will be an early termination fee in the amount of $as a result of cancellation during the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GB Regarding Mr***’s request to cancel without penalty, please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Mr*** experienced with our service, we will issue a credit in the amount of $representing half of the early termination fee if he still wishes to cancelMs*** will need to contact customer support to complete the cancellation process and have half of the early termination fee waived by December 16, We sincerely regret any inconvenience that Mr*** 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*** Executive Customer Support ###-###-#### ***
[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: They never sent me no email about the discount ending and was not suppose to end till the end of October I was told and wrote it down I also did call them and ask them to remove my Guardians stuff and they said they can't unless there is another credit card on the file and in that case they're lying and falsifying stuff to make them look better
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am happy that the did agree to a creditTheir terms and conditions and hidden fees have never been explained to usI assure you had they been explained to us we would not have agreed to the servicesSo I appr coats their willingness to offer a credit as the only reason we needed to do an upgrade was due to the original equipment we receivedThank you again for your help!! This can be considered resolved
Regards,
A*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I have yet to receive the phone callFurthermore the radio transmitter has been available for pickup the same day is was incorrectly installedIt’s still on the house untouchedThe discrepancy was with the concrete mounted pole your company installedSo I’m here awaiting a phone call and for your rep to uninstall the equipmentAnother problem is I type my response with the Revdex.com the moment I receive itHughes Net takes a ridiculious amount of time to respondI owe your company $And after looking online I found nothing but complaints and abuse by this companyOne one has anything nice to say about them or their service.Sinner this is resolved the betterMy hands are tied you installed the equipment, so come uninstall itThis unethical practice really hurts the consumers.Regards,
*** ***
Please see attached
June 2, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***
In response to your
letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account is registered to *** *** and was activated on March 31, On April 28, Ms*** requested to cancel the service and was advised of the early termination fee in the amount of $as a result of canceling within the contractual period At the time Ms*** ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBPlease be advised that Ms*** was informed that the service was working as it should and there were issues with the data allowance being exceededTo reiterate Hughes can’t guarantee speeds for satellite internet service however Hughes does have an acceptable parameter of capable speeds based on the service plan Regarding Mr***’s request to cancel without penalty, please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesIf it is found that there are issues with the service and it’s not operating as it should Hughes’ advanced support can attempt to resolve those issues and if they can’t be resolved we are happy to allow the service to be canceled without penaltyWe sincerely regret any inconvenience that Mr*** 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***
*** *** ***
***
***
[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 10816085, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** *** 12/19/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** ***File # *** In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that *** *** is
subscribed to HughesNet services and has some concerns relating to the speeds and reliability of her service.HughesNet has reviewed all pertinent details pursuant to *** ***'s complaint and attempted to reach out to her to discuss the findings on December 12th, but was unsuccessful and a voice message was leftThe Corporate Officer did make contact with *** *** the following day to reach an amicable resolutionBased on the conversation and diagnostics, HughesNet notified *** *** that she was pointed to the incorrect satellite and offered to send a technician out free of charge to execute the re-point; however, *** *** declined the offerAdditionally, HughesNet offered to increase her service plan and price match her current monthly price for months, this also was not accepted*** *** stated that with all the frustrations she has dealt with since install on November 8th, and call after call, as well as not being called back from the engineering department she lost hope and credibility for HughesNetFurthermore, *** *** told the Officer that the only thing that would make her happy and be accepted is to cancel her service and not be charged the early termination feeIt was mutually agreed by both HughesNet and *** *** that the only option would be to terminate her service without penalty*** *** gladly accepted the outcomeHughesNet also explained the return equipment process and verified the address to send the return kit after the service is inactiveHughesNet processed a standard cancellation, and *** *** was notified that her service will remain active until January 8th, and will have until February 22nd, to reactivate her accountNo further questions or assistance was requested by *** ***Additionally, HughesNet will process a refund of $to the credit card on file; it can take up to seven business days to receive depending on her financial institution*** *** is asked not to make any changes to her credit card until the refund is receivedHughesNet provided Case # *** for *** ***'s referenceWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your considerationWarmest Regards, D.M*** Executive Customer Care Support Division
September 4, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr*** In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that MrLeland has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the service was activated on May 28, On July 19, 2015, Mr***s account was cancelledAs a result of cancellation within his contractual agreement, Mr***s account was charged an early termination fee in the amount of $Regarding Mr***s concern with Hughes’ data allowance, Hughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)The policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthPlease be advised that there were never any issues found to be the result of a problem with Hughes’ serviceIt was documented that MrLeland had exceeded his data allowance and he was advised as such as of July 17, 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 fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn 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 $per month.” Regarding Mr***s request to cancel without penalty, please be advised that when MrLeland subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***s circumstances, Hughes agrees to make an exception regarding our cancelation policyIn light of the difficulties Mr*** experienced with our service, we have issued a credit of $to his account representing half of the early termination fee We sincerely regret any inconvenience that Mr*** 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 the 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***
*** *** ***
***
***
March 4, 2015 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404 Re: *** *** Complaint ID *** Dear Mr***: In response to your letter to the
Executive Customer Support division of Hughes, it is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on September 10, On December 11, 2014, Ms***’s account was cancelled. As a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $ Please be advised that when Ms*** 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 agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policyRegarding Ms***’s concern of not receiving a requested contract, there is no written contract rather an electronic signature which was received at the time of install agreeing to the terms and conditions of the subscriber agreement which can be found at legal.hughes.com. In light of the difficulties Ms*** experienced with our service, we have issued a credit of $to her account representing half of the early termination fee. We sincerely regret any inconvenience that Ms*** 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***Executive Customer Support###-###-####***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I would like to know exactly what actions MrW*** is speaking about that demonstrates their good faith (because as I understand it, there was and will be no action taken)
Regards,
*** ***
November 17, *** *** *** Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: *** *** Complaint ID: *** Dear *** ***: In response to your letter dated November 1, to the Executive Customer Care division of
HughesNet, we contacted *** *** in an attempt to resolve the outstanding matterIt is our understanding that *** *** has some concerns regarding the performance of the WiFi connection*** *** is seeking to terminate service without penalty because the service never worked and disputes the early termination fee because she did not sign a contractOur records indicate that *** *** was activated on July 31, and called to terminate service on October 11, Prior to establishing contact with *** *** on November 16, our Executive Customer Care representative reviewed all pertinent database records and reviewed calls for the two conversations *** *** had with HughesNetThe first and only technical call was made on August 28, 2017, *** *** called with no connectivity concerns on her cell phone and she confirmed her *** *** was successfully connected to the internetIt was realized the cell phone was not connected to the HughesNet wireless networkOur technical support team successfully assisted with guiding *** *** through her device network settings and established a wireless connection*** *** confirmed the service was working, but the new concern was if one device is connected to the internet a second device will not connectTroubleshooting could not continue because *** *** had to go to workWe offered to schedule a call back, but she was uncertain of a convenient date and time due to her work scheduleThe next call was made on October 11, when *** *** requested to terminate service due to connectivity issuesOur account management team offered to troubleshoot to locate the root cause and *** *** declined our effortsWe explained terminating the service prior to expiration of the service commitment period will result in an early termination fee of $*** *** mentioned she will call the Revdex.com and our supervisor made a second effort to troubleshoot her connectivity issues but *** *** declined againDuring our conversation on November 16, with our Executive Customer Care representative, we informed *** *** our records indicate the GB data allowance she purchased with her service plan exceeded days after the reset date for the months of September and OctoberShe mentioned she was not made aware she purchased a set amount of data allowanceWe offered to review the sales call to verify the information that was shared during the HughesNet sales order, but *** *** mentioned her main focus is to get the refund for the early termination fee because the service never workedHughesNet was not made aware of any ongoing technical issues and data usage chart shows a history of internet usage to the point of consuming GBS*** *** must keep in mind once the GBS is consumed speeds are reduced to 1-MBPSPlease be advised when*** *** subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she canceled the service prior to expiration of the service commitment periodComplete terms and conditions can be read at legal.hughesnet.comThe early termination fee of $is valid because HughesNet was not informed of ongoing technical issues and was not given the opportunity to provide adequate troubleshootingWe offered to reactivate the service to continue with troubleshooting to verify the service is working, *** *** declinedShe mentioned she will contact the Revdex.com again and dispute the early termination fee as many times as she needs to because she feels HughesNet is not doing enough to work with herWe reminded her we have record of one call made to HughesNet regarding technical concernsWe explained the HughesNet modem was received on November 8, and the radio transmitter must be returned no later than December 16, to avoid an unreturned equipment fee of $*** *** mentioned she refuses to climb her roof to retrieve the radioWe reminded HughesNet offers a De-install Equipment Recovery program if the customer is unable to de-install the radio assemblyA professional installer can be requested, at the customer's expense, to perform the workThis service includes removal of the radio from the antenna and disconnection of a modemThe cost of this option is $*** *** shared with us she is 56-years old and cannot climb the roofWe offered our apologies and explained we were not made aware of her statusWe offered to send a technician free of charge and *** *** requested an appointment for November 24, between 11:AM-02:PMAny questions regarding the De-install appointment *** *** can contact the assigned dealer: *** *** at ***Once de-installation is complete, the radio will be left with *** *** and she will remain responsible for shipping the equipment back to the following address: Hughes Network Systems Industrial Drive Gaithersburg, MD *** *** expressed her concerns with having to pay for the shipping cost so we offered to apply a credit to her HughesNet account to cover the shipping expense once the equipment is receivedWe sincerely regret any inconvenience *** *** may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID ***Thank you very much for your considerationSincerely, J C*** Executive Customer Support ###-###-####
*** *** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005-Re: *** *** Complaint ID: *** *** ***, In response to your letter dated December 12th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** rejected our response because she is stating that she was not told her contract would match her Gen commitment and would have to resolve her unpaid balance to upgrade to Gen Having listened to the call to our account management myself I heard the agent clearly tell *** *** on September 28th that he would arrange a new commitment status on the Gen services that would match the termination date of the Gen servicesAny customer upgrading to our Gen services should be up to date on his or her bill, and, as noted in earlier responses, *** *** had not made a payment since JulyIf the customer is stating that she did not make payment because she did not have use of the services we may be able to retrieve the archived usage records for this time period to see if the customer was accessing the internet during this timeThis will take some time, and any crediting of balances will be contingent on what is determinedIn the meantime, if the customer is willing to have Gen technology installed at her address at no cost she can call our sales department and sign up with a new accountInstallation and activation is free but she will be asked to pay her first month of service on the initial call to sales so should be prepared for thisOnce the customer is installed or has verification of being declared unserviceable by the installing technician and can present an account number, or an order number along with the dealer's number who declared the address unserviceable we will waive the early termination feeWe would still ask for *** *** to return her Gen modem and radio transmitter found on the end of the satellite dish so that we may reverse her unreturned equipment feesWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationRespectfully, MF
* HughesNet Executive Customer Care [email protected]
December 14, Mr*** *** Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: *** *** Complaint ID *** Dear Mr***: In response to your second rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms*** has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms***’s service was activated on August 2, On September 23, Ms*** requested to cancel her service and was advised of the early termination fee in the amount of $for the internet service and $for the phone service as a result of canceling during the contractual period Regarding Ms***’s latest concern please be advised that the radio transmitter was received in the system as of December 7, and $has been credited to the account as of December 14, We sincerely regret any inconvenience that Ms*** 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*** Executive Customer Support ###-###-#### ***
February 23, 2017 Mr*** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: *** ***File# ***Dear *** ***:In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsThe next step is for our technical support team to evaluate the speed tests We understand the issues Mr*** had with contacting our support teamHowever, we can’t move forward unless we assess the speed testOur technicians stand ready to evaluate his serviceOn 02/23/2017, we contacted Mr*** directly to try and uncover any underlying issues with the service, however; he was unavailable and was provided the number to contact our advanced support at his earliest convenienceMr*** may contact our support team at *** and use (***) for further assistance We sincerely regret any inconvenience that Mr*** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, E F
*
*** *** *** ***
***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
Danny ***
Although hughesnet has finally attempted to resolve some of our issues that we have been experiencing, We feel that the issues should have been resolved from the first time We contacted hughesnetI greatly appreciate that they are attempting to make matters better, but, even after the service tech came back to the house and said he increased the speed, it is still extremely slow! We are unable to stream a movie much less at their peak hoursIt is not what we intended to sign up for and we still feel that it is not the service that we had expected to receive from such a well-known company
June 29,
Mr*** ***
Trade Practice Consultant
Revdex.com
K Street Northwest 10th Floor
Washington, DC 20005-
Re: *** ***
Complaint ID ***
Dear Mr***
In
response to your letter to the Executive Customer Support division of Hughes, it is our understanding that Mr*** has some concerns regarding his service
Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Mr***’s service was activated on May 19, On June 15, requested to cancel his service and was advised of the early termination fee in the amount of $as a result of cancellation during the contractual period
At the time Mr*** ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with 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 factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use *** with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 10GB to 50GB per monthHughes now has plans that include bonus bytes with 50GB
Please be advised that when Mr*** subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Mr***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy
In light of the difficulties Mr*** experienced with our service, we will issue a credit to cover the early termination fee
We sincerely regret any inconvenience that Mr*** 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***
*** *** ***
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*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: *** ***Complaint ID: *** ***,In response to your letter dated September 7th, to the Executive Customer Care division of Hughes, it is our understanding that *** *** has concerns regarding the next steps in the problem solving process. I apologize that when the customer called back the agents he spoke with did not reference my notesI also apologize that *** *** was transferred between several departments before reaching an agent that could properly escalate the issue*** ***’s issue was correctly escalated to our engineering department, also known as T.S.Con September 5th and should be hearing back from them shortly. We sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,MF
*HughesNet Executive Customer [email protected]
*** *** ***Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-RE: *** *** File #*** In response to your letter, to the Executive Customer Support division of HughesNetIt is our understanding that *** *** recently subscribed to
HughesNet services on June 20th It also has been confirmed that *** *** has had some service issues with her internet services and is considering canceling her services and is concerned about the early termination fees that are assessed upon cancelingAfter further research into *** ***'s account it has been verified that after the initial install of her services *** *** first made a call into the Support Center on July 6th The reason for her call was about slow speeds when attempting to send pictures through the InternetOur Technical Agents did attempt to assist *** *** and offer additional options however the offers were declined and *** *** terminated the callFollowing this call *** *** made contact to the Support Center on July 8th again for issues relative to speeds of serviceAgents did offer troubleshooting assistance to *** *** but offer was declined by her and *** *** requested a Technician be sent to the site address to resolve the issuesHughesNet dispatched a Technician and the replacement of the radio transmitter was completed on July 13th Additionally, *** *** called into HughesNet's support team post repair and wanted to cancel service due to not receiving the speeds she thought she was supposed to be gettingPer *** ***'s case history from this day, the recorded speeds were above what is promised on *** *** service planThe results for her speeds were a Download of 37mbps and an Upload of 3.9mbps*** *** service plan states a Download of 25mbps and an Upload of 3mbps therefore her speeds are above the parametersStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hoursIn addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the source and the strength of the signal, and its usage is subject to the Fair Access PolicyHughesNet did run additional tests on *** *** speeds and her system following the last contact she made to the support centerWe were able to verify the system has been Fully Operational on every call made and the speeds that *** *** have been receiving are well above the service plan parameters Records of the speed test results can be requested by *** *** at any timeLast test was performed by our Technical Team on July 24th at 10:pm and again the results were above what is stated on the service planThe current Download was 28mbps with an Upload of 4.4mbpsHughesNet can assure that *** *** is getting adequate Internet service and that the speeds are within the parameters that HughesNet guarantee's also as a courtesy we also provided *** *** a credit to her HughesNet account for month of service in the amount of $which was applied on July 13th Additionally, we would like to offer *** *** a Service Discount of $off each month for the remaining time of her term commitmentIf *** *** still wishes to cancel her Internet Services, we would be unable to waive the early termination fee as HughesNet feels we are well within our rights to assess the fee since *** *** is utilizing the services and speeds are above the parameters*** *** can refer to www.legal.hughesnet.com for all HughesNets Policies regarding speeds and early termination feesWe sincerely regret any inconvenience that *** *** may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event, you have any additional questions or comments, do not hesitate to contact meThank you very much for your considerationWarmest Regards, D.M*** SrExecutive Customer Support [email protected]