April 6,
2015Dear [redacted]:In response
to your letter it is our understanding that [redacted] has some concerns
regarding his service and the return of the equipment. Our
Executive Customer Care representative reviewed all pertinent database records. After further review, please
be...
advised that when [redacted] subscribed to the HughesNet Service, he
expressly agreed that “upon termination of Service, whether before or after the
expiration of any minimum term commitment, Subscribers to HughesNet Service
Plans are required to return the modem, power supply, and radio (outdoor
transmitter) to Hughes.It is the customer
responsibility to return the equipment and there is a $99.99 de-installation
fee if customers need a technician to be sent to the site to successfully
remove the equipment. In light of the difficulties
[redacted] encountered with returning his equipment, Hughes will create a
complimentary dispatch for a technician to arrive on site. [redacted]
may contact me at the number below with any additional questions. We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. In the event
you have any additional questions or comments, do not hesitate to contact
me. Thank you very much for your consideration.Very truly
yours,Ecole FSr. Executive
Customer Support
[redacted] 12/5/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet completed a further investigation into [redacted]'s account. A review was done on the original order that [redacted] placed which included the sales call. Based on the Quality Assurance report, it was validated that [redacted] agreed to the terms and conditions at the time of order; additionally, [redacted] expressed how dissatisfied he was currently with Windstream and was very interested with what HughesNet had to offer him. Furthermore, [redacted] clearly knew about not needing the [redacted] to be connected to the wifi as the cable should still work without it. The agent specifically asked him if he would be doing any streaming and [redacted]'s response was, “Every now and then I will upload from YouTube but I can do that on my phone.” HughesNet does not understand why [redacted] would mention his [redacted] does not function with HughesNet if there is no need to have it connected to the internet; the [redacted] box is showing currently still connected via 2.4GHz wifi as it had been in the previous response. It has been determined that [redacted] might have omitted some information at the time of order, and because there are far too many specific uses of the internet for agents to ask about all of them. HughesNet aggents expect consumers to let them know their needs. Lastly, [redacted] was told that his monthly service charges should be around $94.97, and according to the last invoice generated the total monthly service charges were $94.13. Also, [redacted] said he was told his bill would be less than $100 per month, which appears to hold truth as well. The reason [redacted] saw a slight increase of $10 is due to the fact that the Voice service had a discount for the first three billing cycles, this was a promotional offer for the voice service. The monthly service plan is still being discounted by $20 and should remain active for his entire term commitment remaining which is 17 months. HughesNet did complete some diagnostics on [redacted]'s account and the results were above the parameters that his current service plan offers, and no tests came back with any results that would call for assistance or a technician visit to his home. [redacted]'s current speeds are a download of 33.9 Mbps and an upload of 2.6 Mbps which is well above what his service plan offers. Furthermore, data usage charts show that the internet is being utilized every month and no invoices from starting date of service shows any additional charges that were not discussed with [redacted]. HughesNet has held up to our end of the agreement, and if [redacted] chooses to cancel services the early termination fees will be valid and HughesNet will be well within our legal rights to assess the fees based off [redacted]'s acceptance to the subscriber's agreement at time of order and install. [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditions. Based on these additional findings, HughesNet does not see any justification for waiving the early termination fees. HughesNet understands that this may not have been the resolution he had been hoping for; however, as a courtesy for him and to reach an amicable resolution to his concerns, HughesNet has increased his service discount which was applied in the previous response from $15 off to $20 off for his next 12 invoices. [redacted] should take note this is in addition to his $20 discount for his service plan. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 2/6/18Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] & [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
is subscribed to HughesNet services and has had ongoing service issues relating to speeds and constant buffering. HughesNet has reviewed all pertinent details pursuant to [redacted] complaint and reached out to him on February 6th, 2018. Based on the audit and conversation with [redacted] it was confirmed that the service issues have still remained un-resolved. HughesNet also verified that there was two cases that were recently escalated to HughesNet's engineers and when they attempted to reach [redacted] the message left provided an incorrect pin # and the second time around the message was muffled and [redacted] could not make out what was said. Additionally, both cases were closed however, [redacted] stated he never physically talked to anyone. The Corporate Officer did some basic troubleshooting with [redacted] and then consulted with engineering where it was confirmed that [redacted] currently has a bad transmitter therefore, a dispatch has been scheduled for February 10th, 2018 in order to make the repairs with hopes of improving [redacted] internet service. HughesNet has scheduled a call back, post repair on Monday February 12th to hopefully have positive feedback from [redacted]. HughesNet would like to thank [redacted] for his patience as we find the root to his service issues as well as his assistance with troubleshooting and look forward to speaking with him next week. We sincerely regret any inconvenience that the Hipps 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 2, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear Mr. [redacted]In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Regarding Ms. [redacted] concern of the account being placed in her stepmother’s name please find the results of the sales call review below;On the sales call in question, after disclosing the purchase pricing to [redacted] the agent asked if there was anyone else that we could add to the account. [redacted] got her father, [redacted] on the line who agreed to the Credit Verification. The agent was not able to pull anything back using his information and asked for his spouse’s name – [redacted] There was no discussion about not placing an order if [redacted] was not the account holder. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Darron W[redacted]
July 15, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear Mr. [redacted]
In response to your letter to the executive customer support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]’s frustration and concern. We listened to the sales call and Mr. [redacted] was read the terms and conditions for gaming. There is a (30) day trial period in which customers can cancel without penalty Mr. [redacted] has exceed that time period.Please see the attached signed agreement that agreed to the terms and conditions below. The full terms may be viewed at legal.hughes.com. Customer Acceptance (S2)Step Complete:COMPLETED Questions: [ Yes ] Subscriber Agreement Accepted During Service Activation [ Yes ] Yes, I can browse [ Yes ] My installer helped me configure my HughesNet e-mail account [ Yes ] The HughesNet installation has been completed to my satisfaction and is in compliance with the conditions initialed or noted in the Post Install Checklist [ N/A ] The system hardware was installed and commissioned, but a customer equipment or network issue prevented browsing from the customers computer Signature: As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Mr. [redacted] may contact me at the number below to bring closure to his complaint.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]
July 17, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter to the executive customer support...
division of Hughes, it is our understanding that [redacted] has some concerns regarding his data allowance purchased with his service plan. Our executive customer care representative reviewed all pertinent database records and concluded [redacted] has concerns in regards to our Fair Access Policy. [redacted] made contact with our customer care department and expressed his concerns with the amount of data allowances he will receive with the service plan he pays for. It was clarified he will receive 10 GBS of anytime allowance he can use between 8 am – 2 am and 50 GBS of bonus allowance he can use between 2 am – 8 am. As a demonstration of our good faith, we offered to upgrade his service plan to provide 15 GBS of anytime allowance and offered the service plan at a discount of $20 for three months. [redacted] accepted the offer and continued to use the service. Thereafter, [redacted] called again on April 5, 2017 with concerns about using his data allowance faster than he anticipated and requested to cancel his service. Our customer care representative explained Hughes maintains a Fair Access Policy (FAP) which means when [redacted] purchased HughesNet he purchased a set amount of bandwidth with his service plan. When data allowance is exceeded the speeds will be reduced until the monthly allowance resets or until [redacted] purchase and use a token. This policy applies to all HughesNet service plans to ensure that all subscribers have a fair opportunity to use the capacity when they wish to and that we deliver an average service level consistent with the service plan they purchase. This is also to ensure equal Internet access for all HughesNet subscribers. If they use more than they purchase; they are subjected to FAP (a period of reduced speed). Hughes is unable to revise the Fair Access Policy due to shared bandwidth. Customers can buy tokens to be released from the Fair Access Policy as well as receive a complimentary release per the terms and conditions of their service. As a demonstration of our good faith, we offered to provide 30 GBS of anytime allowance at a discounted rate which reduced the regular monthly rate by $30 and we offered to reduce the commitment term from 24 months to 12 months. [redacted] accepted the offer with full knowledge he is going to receive 30 GBS of anytime allowance and 50 GBS of bonus allowance. In regards to having no internet connection after the service technician appointment on July 15, 2017, our records indicate internet usage for July 16, 2017 and July 17, 2017. [redacted] has the ability to verify his data usage at the support center website (supportcenter.myhughesnet.com) and sign in with his user ID and password. If [redacted] has forgotten his sign in information he can contact our customer care team for assistance. HughesNet values [redacted] as a customer and we wish to retain his business. To that end, HughesNet can offer assistance for any technical issue by contacting our technical support team to work with [redacted] to hopefully resolve his technical issues. In regards to [redacted]‘s request to cancel without penalty, please be advised that when [redacted] accepted the upgrade offer April 5, 2017, he expressly agreed that he accepted a 12 month commitment and would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]‘s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Considering the difficulties [redacted] experienced with our service, HughesNet can offer to waive a portion of the early termination fee and issue a credit of $165.00 to the account. The remaining amount of the early termination fee will be $165.00. If [redacted] accepts this offer, it is the customer’s responsibility to ship back the equipment. A box will arrive within 7-10 business days after the disconnect date. 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 [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, Josie C[redacted] Executive Customer Support ###-###-#### [email protected]
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 30th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding his price match upgrade that resulted in a large bill. I was able to contact [redacted] on December 19th and discuss what happened on his account. In upgrading the services the computer prorated the account for 2 plans for the same time period and then charged another plan for the month going forward. I advised the customer that this billing error was unusual and difficult to read from his billing statement which is why our representatives had difficulty dealing with the error in an effective manner. I offered to credit off the amount of the over charge to bring the December balance to a balance of $72.93, what the customer had agreed to. I offered to give the customer what had been promised of a 30 GB plan with a total monthly fee including modem rental and invoice fee totaling $69.98 + tax for 5 months. He can monitor his data and decide if at the end of this trial period he would like to stay with the 30 GB plan at a lesser discount or downgrade to the 20 GB plan. He may also downgrade prior to the end of the 5 month period if he sees he is not using the full 30 GB. This was agreed to as a resolution for the billing error that had occurred on the [redacted]'s account. I advised the customer that his early termination fee would decrease starting after his third month by $15 each month that he continues with the services. He is aware that he is still responsible for December's balance that as an invoiced amount is due December 30th, and no late fees will be assessed if he should need more time. Should this happen he will enter our collections activities and would need to call us to make arrangements. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Respectfully, M. F[redacted] HughesNet Executive Customer Care [email protected]
November 2, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes...
service. Our Executive Customer Care representative reviewed all pertinent database records. “When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated. To ensure fair Internet access for all HughesNet 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. Customers may run into connecting issues when attempting to use 3rd party applications such as “[redacted]” “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”. The full terms may be viewed at legal.hughesnet.com. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. The early termination fee is a valid charge.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.After review, we listened to the sales call and the correct terms and conditions were provided regarding our service including the (24) month commitment. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. Customer have the option to upgrade or downgrade their plan without penalty. In addition, we attempted to perform troubleshooting on 10/11/14, but it was declined. Our technicians stand ready to uncover any underlying issues with the service by contacting 1-866-347-32952. We will be unable to waive the early termination fee. However, as a courtesy; we added a one month service credit to the account in the amount of $66.42 We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
[redacted] 12/8/17Trade 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 that was assessed. HughesNet would like to inform [redacted] that her concerns are being addressed and currently HughesNet has no resolution to her complaint. HughesNet has requested a review of the sales call that was placed upon ordering services. [redacted] should note that since most all sales centers for HughesNet are third party contracted, it does take about 3-5 business days to receive the quality assurance report. As soon as all the pertinent information has been investigated pursuant to [redacted]'s concerns, the HughesNet Corporate Officer handling her case will be in contact with her. In order to show [redacted] that her concerns are already being addressed HughesNet deems it necessary to notify her with this response until all findings have been reviewed and an amicable resolution can be reached. We look forward to further assisting her with the concerns she has expressed. HughesNet understands this may be an inconvenience for [redacted], but she can rest assured that she will be contacted once the investigation is complete. HughesNet is 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
November 10, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your...
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on September 15, 2016. On October 22, 2016 Ms. [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of canceling 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. Please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. Customers can still monitor their usage to know how much data is being used even with the relaxed period. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we will issue a credit to cover the early termination fee if she cancels her service prior to November 16, 2016. Ms. [redacted] will need to contact customer support to complete the cancellation process and to have the fee waived. 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, D[redacted]
[redacted]
[redacted]
[redacted]
September 19, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on December 10, 2015. On June 16, 2016, Ms. [redacted] called to request to cancel her service and declined to troubleshoot the service. Ms. [redacted] was informed of the early termination fee in the amount of $325.00 for the internet service and $170.00 for the phone service as a result of canceling during the 24 month commitment period. Regarding Ms. [redacted]’s latest concern of being informed by Hughes’ credit department that her account will be canceled without penalty please be advised that there are no documents to support that and Hughes’ credit department doesn’t typically make those kinds of decisions. While Hughes completely understands that customers can sometimes suffer from financial hardships, we can’t waive early termination fees based on that. There was no opportunity to determine that there was an issue with [redacted]’s service and the early termination fee was valid. As previously mentioned we did issue a credit in the amount of $249.79 representing half of the early termination fee leaving a balance of $245.21. If Ms. [redacted] is able to supply information from an email that she says she received from Hughes’ credit department indicating the service will be canceled without penalty we will be happy to clear the remaining balance. 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]
June 30, 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]’ service was activated on January 6, 2015. [redacted] contacted our support team via chat in May of 2015 to say that when the weather is rainy or cloudy he loses signal. 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.” 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. On May 24, 2015 remote diagnostics revealed that there was a line of site issue which is a result of the dish moving. There is no way to determine at what point the dish moved to cause the line of site issue but after installation it has to pass several tests to be successfully commissioned. As a courtesy we have issued a two month credit in the amount of $100.00. [redacted]’ monthly service plan is $59.99; however he receives a $10.00 service credit per month. 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]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account was activated on September 27, 2014. On December 31, 2014, Mr. [redacted] called to inquire about his bill and stated he wasn’t informed about the express repair charge, pc essentials, and zone alarm internet security. Those services are placed on the account and credited for the first month and abled to be canceled by request at any point. As a standard, it should be mentioned during the sales call. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Currently Mr. [redacted] has been switched to invoice billing and in addition we have issued another credit in the amount of $53.55 for three months of the aforementioned services. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron D. W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 11/25/17Trade 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. It has been verified that [redacted] first subscribed to HughesNet internet on July 4th,2017 and first contacted HughesNet support on August 8th, 2017 for billing related issues. HughesNet completed a complete audit on [redacted]'s account including case history including invoices. Based on the investigation HughesNet has a hard time understanding why [redacted] has stated her service hasn't worked for the entire five months. According to the case history it was validated that several tech visits were sent to [redacted]'s home one for a modem replacement, and the most recent will be for a de-install. There were no major technical calls made into HughesNet support while [redacted] had services. Furthermore, HughesNet ran some diagnostics on her system which is still activated and being utilized. Currently there are two devices connected 2.4GHz wifi which proves the service is working. One diagnostic did show that [redacted] has consumed all her 50GB of monthly data allowance for the month, which means she will experience HughesNet's Fair Access Policy which states; “To ensure fair Internet access for all HughesNet® Gen5 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 may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” [redacted] would notice a change in here services every month if she was consuming her monthly data allowance. HughesNet did pull some usage charts from the last three months and shows usage every day, this again proves that HughesNet did provide services as promised in our agreement. If [redacted] was having service related issues she could have contacted HughesNet support 24hours a day and 7 days a week. Most of subscribers issues can be resolved with simple troubleshooting with the HughesNet technical team. Based on the Corporate Officer's investigation the early termination fee of $355 is a valid charge and HughesNet is well within are legal rights to assess this charge however, as a courtesy to [redacted] and in order to reach an amicable resolution to her concern, HughesNet has reduced this fee to just $177.50 for [redacted] to which she also accepted November 4th, 2017. [redacted] does have the option to reactivate her service before December 4th, if she chooses to do so HughesNet would kindly waive the fee for that. But in regards to having the entire early termination fee waived unfortunately, HughesNet cannot find justification to do so and there was nothing wrong with the service that was being used within [redacted]'s At this point HughesNet will not issue any more credits, refunds, or discounts to this account. The only exception would be if [redacted] were to reactivate her services HughesNet would provide her a free month of service as an incentive to stay with HughesNet. This one time adjustment of $101.16 will only be applied if [redacted] reactivates services. We sincerely regret any inconvenience that Mr. (customer) may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that Mr. Christjohn does not want to receive marketing from HughesNet. We have forwarded [redacted]'s information over to our sales department to remove him from our mailing, emailing, calling, and direct marketing channels. We ask for [redacted]'s patience because the process to remove him from our lists can take 30 days. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 13th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that Mr. Mcclanahan has concerns regarding the quality of service he is receiving. I have reviewed the history on the account and the relevant databases and discovered the likely reason the customer is experiencing slower speeds. I researched the [redacted]'s usage history and his household is using all of the plan's data allowance within a day and a half of the beginning of the cycle. After the customer uses his data allowance he will enter our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. There could be any number of causes for the customer going through his 10 Gigabyte plan so quickly. The first possibility is streaming video services like [redacted], and others. We have incorporated a new technology into our modem router which adjusts the picture to a standard resolution which will save the [redacted] on his data consumption when he is streaming. Even with this technology the customer will be able to stream about 14 hours of video on the 10 GB plan,. If the customer is streaming more than this he should consider options like downloading movies during the Bonus Zone from 2 am to 8 am or upgrading his plan. A second possibility mentioned by [redacted] in his complaint as well as when he spoke with our sales agent was WIFI calling. While WIFI calling does not use as much data as video streaming it will consume data, and the quality cannot be guaranteed due to the latency or delay inherent in satellite internet because the signal has to travel to space and back. I would like to suggest a solution if the customer does not have reliable cellular reception at his home. We can provide [redacted] with internet phone services that would provide a home phone to the customer with unlimited long distance and a number of calling features like voice mail, caller id, and call waiting. This phone service is calibrated to work over our satellite system and does not use the customer's data allowance. The cost for this service is normally $29.99 but we could offer an additional $10 discount for the first 6 months to bring the price to $19.99. If the customer would like to accept this offer or speak with someone about data consumption and strategies to manage his data I suggest he call our customer service line at ###-###-#### and our agents will be happy to assist. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
July 29, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]Case # [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 HughesNet service.Our executive customer care representative reviewed all pertinent database records. After further review, we are regretful for the experience Mr. [redacted] experienced with our customer support team and the return of his equipment.We are looking into the issues regarding the agent advising Mr. [redacted] there were not any supervisors available. In addition, we show the refund for the shipping cost and service fee applied to the credit card on 07/05/2016 in the amount of $46.55. 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]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted]In response to your letter dated December 4th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that [redacted] wants to be released from his contract without penalty. I would like to make a correction based on the customer's response. I had based my reply to the customer's complaint on the written documentation of the customer's interactions with our agents. Upon review of the call recording of August 8th it is clear that he had not yet switched service providers. It is also clear that [redacted] is recorded as saying his intention is to switch to [redacted] cable as his internet service provider and this is his reason for disconnecting. Whether the customer has already switched or he is planning on switching as the reason for the disconnect is immaterial, the reason is not valid to void our service agreement. I also searched all of the recorded calls that came into our call centers from 12/10 the time of the customer's technician visit to 8/8 the time of the customer's call to cancel based on the phone number on the account. There was only one call on 5/29 registered as coming from the customer's phone number. I listened to this call and the customer updated the information on his method of payment. There was no mention on this call of slow speeds and no speed tests were run. If [redacted] used another phone to call our customer support line during this time period to run the speed tests he is referring to I will be willing to search the database for those calls that may not have been documented. All calls after the call of 8/8 the customer was encountering our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. Having reviewed the calls in question HughesNet will offer to waive half of the early termination fee as a courtesy to the customer. We sincerely regret any inconvenience that Mr. Ehrenhaft may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:If they wish to...
contact me, they can do so by email. [redacted]) My phone number on the account was 320-894-7655 but they will say it is not found either. I already went thru thiswith them when I called and complained. I also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issuesI have with their services..
Regards,
[redacted]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]
Complaint ID: [redacted],In response to your letter dated November 5th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] wants to be released from his contract without penalty. I have reviewed the pertinent databases on the account and would like to go over the history of the [redacted]'s attempts to cancel our services. The customer had a repair technician visit shortly after installation on December 10th of 2016. The customer did not call us again until August 8th of 2017 saying that he wanted to cancel because of slow speeds. At no point during this 8 month period did the customer have a recorded contact with our company so we could determine if the customer was receiving the speeds he was paying for. Once we have a technician to the home and do not hear back from the customer we assume his problem to be fixed and the services working to his satisfaction. If this is not the case we would have liked the customer to call sooner to let us know. Unfortunately, the customer called us in August of this year to tell us he had already gotten a new internet service provider, [redacted]. It should be noted the customer's choice to go with another provider is not a valid reason to void any contractual obligation [redacted] has with HughesNet. To the contrary, that is specifically what a commitment term is for, to affirm the customer's commitment to stay with HughesNet for the agreed upon 24 month contract. At the point [redacted] called to cancel services our account management team advised the customer of the early termination fee he would incur if he were to disconnect and offered to downgrade the services until the end of the contractual period. [redacted] accepted this option until such time as he could consult with his wife. From that point forward the customer encountered the problem of running out of data before the end of his cycle because he had gone from a 50 GB plan to a 10 GB plan as part of the retention agreement. At a later point he took advantage of a free upgrade to our Gen 5 services. By then we had discontinued our Ultra plan so there is no way the customer can get his former data limit at the price he was paying. Since the following data issues were a result of [redacted] going to another provider without first contacting HughesNet for amelioration or verification of the customer's speed issues we will not be releasing the customer from his contract without penalty. We will honor our account management team's offer to waive half of the early termination fees. This would reduce the termination fees to $200 which is actually $35 less than what the customer would have been paying if he had stayed with Gen 4 and canceled now. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
April 6,
2015Dear [redacted]:In response
to your letter it is our understanding that [redacted] has some concerns
regarding his service and the return of the equipment. Our
Executive Customer Care representative reviewed all pertinent database records. After further review, please
be...
advised that when [redacted] subscribed to the HughesNet Service, he
expressly agreed that “upon termination of Service, whether before or after the
expiration of any minimum term commitment, Subscribers to HughesNet Service
Plans are required to return the modem, power supply, and radio (outdoor
transmitter) to Hughes.It is the customer
responsibility to return the equipment and there is a $99.99 de-installation
fee if customers need a technician to be sent to the site to successfully
remove the equipment. In light of the difficulties
[redacted] encountered with returning his equipment, Hughes will create a
complimentary dispatch for a technician to arrive on site. [redacted]
may contact me at the number below with any additional questions. We sincerely
regret any inconvenience that [redacted] may have experienced and are hopeful
that our actions will serve as a demonstration of our good faith. In the event
you have any additional questions or comments, do not hesitate to contact
me. Thank you very much for your consideration.Very truly
yours,Ecole FSr. Executive
Customer Support
[redacted] 12/5/17Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it has been acknowledged that [redacted] was not satisfied with the proposed resolution that HughesNet has offered. HughesNet completed a further investigation into [redacted]'s account. A review was done on the original order that [redacted] placed which included the sales call. Based on the Quality Assurance report, it was validated that [redacted] agreed to the terms and conditions at the time of order; additionally, [redacted] expressed how dissatisfied he was currently with Windstream and was very interested with what HughesNet had to offer him. Furthermore, [redacted] clearly knew about not needing the [redacted] to be connected to the wifi as the cable should still work without it. The agent specifically asked him if he would be doing any streaming and [redacted]'s response was, “Every now and then I will upload from YouTube but I can do that on my phone.” HughesNet does not understand why [redacted] would mention his [redacted] does not function with HughesNet if there is no need to have it connected to the internet; the [redacted] box is showing currently still connected via 2.4GHz wifi as it had been in the previous response. It has been determined that [redacted] might have omitted some information at the time of order, and because there are far too many specific uses of the internet for agents to ask about all of them. HughesNet aggents expect consumers to let them know their needs. Lastly, [redacted] was told that his monthly service charges should be around $94.97, and according to the last invoice generated the total monthly service charges were $94.13. Also, [redacted] said he was told his bill would be less than $100 per month, which appears to hold truth as well. The reason [redacted] saw a slight increase of $10 is due to the fact that the Voice service had a discount for the first three billing cycles, this was a promotional offer for the voice service. The monthly service plan is still being discounted by $20 and should remain active for his entire term commitment remaining which is 17 months. HughesNet did complete some diagnostics on [redacted]'s account and the results were above the parameters that his current service plan offers, and no tests came back with any results that would call for assistance or a technician visit to his home. [redacted]'s current speeds are a download of 33.9 Mbps and an upload of 2.6 Mbps which is well above what his service plan offers. Furthermore, data usage charts show that the internet is being utilized every month and no invoices from starting date of service shows any additional charges that were not discussed with [redacted]. HughesNet has held up to our end of the agreement, and if [redacted] chooses to cancel services the early termination fees will be valid and HughesNet will be well within our legal rights to assess the fees based off [redacted]'s acceptance to the subscriber's agreement at time of order and install. [redacted] can refer to www.legal.hughesnet.com for all HughesNet's policies, disclaimers, terms and conditions. Based on these additional findings, HughesNet does not see any justification for waiving the early termination fees. HughesNet understands that this may not have been the resolution he had been hoping for; however, as a courtesy for him and to reach an amicable resolution to his concerns, HughesNet has increased his service discount which was applied in the previous response from $15 off to $20 off for his next 12 invoices. [redacted] should take note this is in addition to his $20 discount for his service plan. HughesNet is hopeful that our continued effort and actions will serve as a demonstration of our good faith. We sincerely regret any inconvenience that [redacted] may have experienced. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted] 2/6/18Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404 RE: [redacted] & [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted]...
is subscribed to HughesNet services and has had ongoing service issues relating to speeds and constant buffering. HughesNet has reviewed all pertinent details pursuant to [redacted] complaint and reached out to him on February 6th, 2018. Based on the audit and conversation with [redacted] it was confirmed that the service issues have still remained un-resolved. HughesNet also verified that there was two cases that were recently escalated to HughesNet's engineers and when they attempted to reach [redacted] the message left provided an incorrect pin # and the second time around the message was muffled and [redacted] could not make out what was said. Additionally, both cases were closed however, [redacted] stated he never physically talked to anyone. The Corporate Officer did some basic troubleshooting with [redacted] and then consulted with engineering where it was confirmed that [redacted] currently has a bad transmitter therefore, a dispatch has been scheduled for February 10th, 2018 in order to make the repairs with hopes of improving [redacted] internet service. HughesNet has scheduled a call back, post repair on Monday February 12th to hopefully have positive feedback from [redacted]. HughesNet would like to thank [redacted] for his patience as we find the root to his service issues as well as his assistance with troubleshooting and look forward to speaking with him next week. We sincerely regret any inconvenience that the Hipps 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 2, 2015Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear Mr. [redacted]In response to your second rebuttal letter to the Executive Customer Support division of Hughes, it is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Regarding Ms. [redacted] concern of the account being placed in her stepmother’s name please find the results of the sales call review below;On the sales call in question, after disclosing the purchase pricing to [redacted] the agent asked if there was anyone else that we could add to the account. [redacted] got her father, [redacted] on the line who agreed to the Credit Verification. The agent was not able to pull anything back using his information and asked for his spouse’s name – [redacted] There was no discussion about not placing an order if [redacted] was not the account holder. We sincerely regret any inconvenience that Ms. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Darron W[redacted]
July 15, 2015[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted]Dear Mr. [redacted]
In response to your letter to the executive customer support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service.“HughesNet Gen4 service plans will work with many features offered through gaming services such as [redacted] and the [redacted] Network. You will be able to download games and game updates, and use the streaming video and music services offered through your gaming system, such as [redacted]® and [redacted]. However, the majority of real-time, multi-player games that people play on [redacted] and [redacted] will not work over any satellite Internet service. Strategy and “turn-based” games will work but games requiring a rapid response such as “first-person shooters” will be unplayable with satellite service, the data must travel up to the satellite and back (about 45,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.”Please be advised when Mr. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment period. Consequently, we believe that we have a contractual right to assess these fees. However, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policy. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands Mr. [redacted]’s frustration and concern. We listened to the sales call and Mr. [redacted] was read the terms and conditions for gaming. There is a (30) day trial period in which customers can cancel without penalty Mr. [redacted] has exceed that time period.Please see the attached signed agreement that agreed to the terms and conditions below. The full terms may be viewed at legal.hughes.com. Customer Acceptance (S2)Step Complete:COMPLETED Questions: [ Yes ] Subscriber Agreement Accepted During Service Activation [ Yes ] Yes, I can browse [ Yes ] My installer helped me configure my HughesNet e-mail account [ Yes ] The HughesNet installation has been completed to my satisfaction and is in compliance with the conditions initialed or noted in the Post Install Checklist [ N/A ] The system hardware was installed and commissioned, but a customer equipment or network issue prevented browsing from the customers computer Signature: As a result of Mr. [redacted] issues, Hughes will waive half the early termination fee. A box will arrive within 7-10 business days after cancellation and the equipment needs to be returned which include the modem, power cord, and the radio transmitter within 45 days to avoid being charged Un returned Equipment Fee of up to $300. Mr. [redacted] may contact me at the number below to bring closure to his complaint.We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Very truly yours,Ecole F[redacted]
July 17, 2017 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Complaint ID: [redacted] Dear [redacted]: In response to your letter to the executive customer support...
division of Hughes, it is our understanding that [redacted] has some concerns regarding his data allowance purchased with his service plan. Our executive customer care representative reviewed all pertinent database records and concluded [redacted] has concerns in regards to our Fair Access Policy. [redacted] made contact with our customer care department and expressed his concerns with the amount of data allowances he will receive with the service plan he pays for. It was clarified he will receive 10 GBS of anytime allowance he can use between 8 am – 2 am and 50 GBS of bonus allowance he can use between 2 am – 8 am. As a demonstration of our good faith, we offered to upgrade his service plan to provide 15 GBS of anytime allowance and offered the service plan at a discount of $20 for three months. [redacted] accepted the offer and continued to use the service. Thereafter, [redacted] called again on April 5, 2017 with concerns about using his data allowance faster than he anticipated and requested to cancel his service. Our customer care representative explained Hughes maintains a Fair Access Policy (FAP) which means when [redacted] purchased HughesNet he purchased a set amount of bandwidth with his service plan. When data allowance is exceeded the speeds will be reduced until the monthly allowance resets or until [redacted] purchase and use a token. This policy applies to all HughesNet service plans to ensure that all subscribers have a fair opportunity to use the capacity when they wish to and that we deliver an average service level consistent with the service plan they purchase. This is also to ensure equal Internet access for all HughesNet subscribers. If they use more than they purchase; they are subjected to FAP (a period of reduced speed). Hughes is unable to revise the Fair Access Policy due to shared bandwidth. Customers can buy tokens to be released from the Fair Access Policy as well as receive a complimentary release per the terms and conditions of their service. As a demonstration of our good faith, we offered to provide 30 GBS of anytime allowance at a discounted rate which reduced the regular monthly rate by $30 and we offered to reduce the commitment term from 24 months to 12 months. [redacted] accepted the offer with full knowledge he is going to receive 30 GBS of anytime allowance and 50 GBS of bonus allowance. In regards to having no internet connection after the service technician appointment on July 15, 2017, our records indicate internet usage for July 16, 2017 and July 17, 2017. [redacted] has the ability to verify his data usage at the support center website (supportcenter.myhughesnet.com) and sign in with his user ID and password. If [redacted] has forgotten his sign in information he can contact our customer care team for assistance. HughesNet values [redacted] as a customer and we wish to retain his business. To that end, HughesNet can offer assistance for any technical issue by contacting our technical support team to work with [redacted] to hopefully resolve his technical issues. In regards to [redacted]‘s request to cancel without penalty, please be advised that when [redacted] accepted the upgrade offer April 5, 2017, he expressly agreed that he accepted a 12 month commitment and would be subjected to an early termination fee in the event he cancelled his service within his contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of [redacted]‘s circumstances, Hughes agrees to make an exception regarding our cancelation policy. Considering the difficulties [redacted] experienced with our service, HughesNet can offer to waive a portion of the early termination fee and issue a credit of $165.00 to the account. The remaining amount of the early termination fee will be $165.00. If [redacted] accepts this offer, it is the customer’s responsibility to ship back the equipment. A box will arrive within 7-10 business days after the disconnect date. 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 [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, Josie C[redacted] Executive Customer Support ###-###-#### [email protected]
[redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID: [redacted], In response to your letter dated November 30th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] has concerns regarding his price match upgrade that resulted in a large bill. I was able to contact [redacted] on December 19th and discuss what happened on his account. In upgrading the services the computer prorated the account for 2 plans for the same time period and then charged another plan for the month going forward. I advised the customer that this billing error was unusual and difficult to read from his billing statement which is why our representatives had difficulty dealing with the error in an effective manner. I offered to credit off the amount of the over charge to bring the December balance to a balance of $72.93, what the customer had agreed to. I offered to give the customer what had been promised of a 30 GB plan with a total monthly fee including modem rental and invoice fee totaling $69.98 + tax for 5 months. He can monitor his data and decide if at the end of this trial period he would like to stay with the 30 GB plan at a lesser discount or downgrade to the 20 GB plan. He may also downgrade prior to the end of the 5 month period if he sees he is not using the full 30 GB. This was agreed to as a resolution for the billing error that had occurred on the [redacted]'s account. I advised the customer that his early termination fee would decrease starting after his third month by $15 each month that he continues with the services. He is aware that he is still responsible for December's balance that as an invoiced amount is due December 30th, and no late fees will be assessed if he should need more time. Should this happen he will enter our collections activities and would need to call us to make arrangements. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Respectfully, M. F[redacted] HughesNet Executive Customer Care [email protected]
November 2, 2017[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID [redacted]Dear [redacted]:In response to your letter it is our understanding that [redacted] has some concerns regarding her Hughes...
service. Our Executive Customer Care representative reviewed all pertinent database records. “When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors. Stated speeds and uninterrupted use of service are not guaranteed. During peak hours, actual upload and download speed will likely be lower than speeds indicated. To ensure fair Internet access for all HughesNet 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. Customers may run into connecting issues when attempting to use 3rd party applications such as “[redacted]” “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”. The full terms may be viewed at legal.hughesnet.com. Please be advised when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled the service prior to expiration of the service commitment period. The early termination fee is a valid charge.While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern.After review, we listened to the sales call and the correct terms and conditions were provided regarding our service including the (24) month commitment. At the time of sale; Hughes can only estimate what plan would be a great fit for customers. Customer have the option to upgrade or downgrade their plan without penalty. In addition, we attempted to perform troubleshooting on 10/11/14, but it was declined. Our technicians stand ready to uncover any underlying issues with the service by contacting 1-866-347-32952. We will be unable to waive the early termination fee. However, as a courtesy; we added a one month service credit to the account in the amount of $66.42 We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your considerationVery truly yours,E. F[redacted]Sr. Executive Customer [email protected]
[redacted] 12/8/17Trade 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 that was assessed. HughesNet would like to inform [redacted] that her concerns are being addressed and currently HughesNet has no resolution to her complaint. HughesNet has requested a review of the sales call that was placed upon ordering services. [redacted] should note that since most all sales centers for HughesNet are third party contracted, it does take about 3-5 business days to receive the quality assurance report. As soon as all the pertinent information has been investigated pursuant to [redacted]'s concerns, the HughesNet Corporate Officer handling her case will be in contact with her. In order to show [redacted] that her concerns are already being addressed HughesNet deems it necessary to notify her with this response until all findings have been reviewed and an amicable resolution can be reached. We look forward to further assisting her with the concerns she has expressed. HughesNet understands this may be an inconvenience for [redacted], but she can rest assured that she will be contacted once the investigation is complete. HughesNet is 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
November 10, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your...
letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on September 15, 2016. On October 22, 2016 Ms. [redacted] requested to cancel her service and was advised of the early termination fee in the amount of $400.00 as a result of canceling 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. Please be advised the first 30 days the data allowance is relaxed to allow customers to download updates, software, etc. without exceeding the data allowance. Customers can still monitor their usage to know how much data is being used even with the relaxed period. Regarding Ms. [redacted]’s request to cancel without penalty, please be advised that when Ms. [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement. Consequently, we believe that we have a contractual right to assess these fees. However, in recognition of Ms. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. In light of the difficulties Ms. [redacted] experienced with our service, we will issue a credit to cover the early termination fee if she cancels her service prior to November 16, 2016. Ms. [redacted] will need to contact customer support to complete the cancellation process and to have the fee waived. 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, D[redacted]
[redacted]
[redacted]
[redacted]
September 19, 2016 Mr. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest 10th Floor Washington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted] In response to your rebuttal letter to the Executive Customer Support division of Hughes, It is our understanding that Ms. [redacted] has some concerns regarding her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that Ms. [redacted]’s service was activated on December 10, 2015. On June 16, 2016, Ms. [redacted] called to request to cancel her service and declined to troubleshoot the service. Ms. [redacted] was informed of the early termination fee in the amount of $325.00 for the internet service and $170.00 for the phone service as a result of canceling during the 24 month commitment period. Regarding Ms. [redacted]’s latest concern of being informed by Hughes’ credit department that her account will be canceled without penalty please be advised that there are no documents to support that and Hughes’ credit department doesn’t typically make those kinds of decisions. While Hughes completely understands that customers can sometimes suffer from financial hardships, we can’t waive early termination fees based on that. There was no opportunity to determine that there was an issue with [redacted]’s service and the early termination fee was valid. As previously mentioned we did issue a credit in the amount of $249.79 representing half of the early termination fee leaving a balance of $245.21. If Ms. [redacted] is able to supply information from an email that she says she received from Hughes’ credit department indicating the service will be canceled without penalty we will be happy to clear the remaining balance. 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]
June 30, 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]’ service was activated on January 6, 2015. [redacted] contacted our support team via chat in May of 2015 to say that when the weather is rainy or cloudy he loses signal. 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.” 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. On May 24, 2015 remote diagnostics revealed that there was a line of site issue which is a result of the dish moving. There is no way to determine at what point the dish moved to cause the line of site issue but after installation it has to pass several tests to be successfully commissioned. As a courtesy we have issued a two month credit in the amount of $100.00. [redacted]’ monthly service plan is $59.99; however he receives a $10.00 service credit per month. 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]
March 4, 2015 Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404 Re: [redacted] Complaint ID [redacted] Dear Mr. [redacted]: In response to your letter to the...
Executive Customer Support division of Hughes, it is our understanding that Mr. [redacted] has some concerns regarding his HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that the account was activated on September 27, 2014. On December 31, 2014, Mr. [redacted] called to inquire about his bill and stated he wasn’t informed about the express repair charge, pc essentials, and zone alarm internet security. Those services are placed on the account and credited for the first month and abled to be canceled by request at any point. As a standard, it should be mentioned during the sales call. Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on file. After the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $5.00 per month. “Credit card payment is not required for residents of states where payment by credit cards may not be made mandatory. In the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $5.00 per month.” Currently Mr. [redacted] has been switched to invoice billing and in addition we have issued another credit in the amount of $53.55 for three months of the aforementioned services. We sincerely regret any inconvenience that Mr. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, Darron D. W[redacted]Executive Customer Support###-###-####[redacted]
[redacted] 11/25/17Trade 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. It has been verified that [redacted] first subscribed to HughesNet internet on July 4th,2017 and first contacted HughesNet support on August 8th, 2017 for billing related issues. HughesNet completed a complete audit on [redacted]'s account including case history including invoices. Based on the investigation HughesNet has a hard time understanding why [redacted] has stated her service hasn't worked for the entire five months. According to the case history it was validated that several tech visits were sent to [redacted]'s home one for a modem replacement, and the most recent will be for a de-install. There were no major technical calls made into HughesNet support while [redacted] had services. Furthermore, HughesNet ran some diagnostics on her system which is still activated and being utilized. Currently there are two devices connected 2.4GHz wifi which proves the service is working. One diagnostic did show that [redacted] has consumed all her 50GB of monthly data allowance for the month, which means she will experience HughesNet's Fair Access Policy which states; “To ensure fair Internet access for all HughesNet® Gen5 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 may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed. Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” [redacted] would notice a change in here services every month if she was consuming her monthly data allowance. HughesNet did pull some usage charts from the last three months and shows usage every day, this again proves that HughesNet did provide services as promised in our agreement. If [redacted] was having service related issues she could have contacted HughesNet support 24hours a day and 7 days a week. Most of subscribers issues can be resolved with simple troubleshooting with the HughesNet technical team. Based on the Corporate Officer's investigation the early termination fee of $355 is a valid charge and HughesNet is well within are legal rights to assess this charge however, as a courtesy to [redacted] and in order to reach an amicable resolution to her concern, HughesNet has reduced this fee to just $177.50 for [redacted] to which she also accepted November 4th, 2017. [redacted] does have the option to reactivate her service before December 4th, if she chooses to do so HughesNet would kindly waive the fee for that. But in regards to having the entire early termination fee waived unfortunately, HughesNet cannot find justification to do so and there was nothing wrong with the service that was being used within [redacted]'s At this point HughesNet will not issue any more credits, refunds, or discounts to this account. The only exception would be if [redacted] were to reactivate her services HughesNet would provide her a free month of service as an incentive to stay with HughesNet. This one time adjustment of $101.16 will only be applied if [redacted] reactivates services. We sincerely regret any inconvenience that Mr. (customer) may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. In the event you have any additional questions or comments, please don't hesitate to contact HughesNet support. Thank you very much for your consideration. Warmest Regards, D.M[redacted] Executive Customer Care Support Division
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 17th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that Mr. Christjohn does not want to receive marketing from HughesNet. We have forwarded [redacted]'s information over to our sales department to remove him from our mailing, emailing, calling, and direct marketing channels. We ask for [redacted]'s patience because the process to remove him from our lists can take 30 days. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted],In response to your letter dated November 13th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that Mr. Mcclanahan has concerns regarding the quality of service he is receiving. I have reviewed the history on the account and the relevant databases and discovered the likely reason the customer is experiencing slower speeds. I researched the [redacted]'s usage history and his household is using all of the plan's data allowance within a day and a half of the beginning of the cycle. After the customer uses his data allowance he will enter our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. There could be any number of causes for the customer going through his 10 Gigabyte plan so quickly. The first possibility is streaming video services like [redacted], and others. We have incorporated a new technology into our modem router which adjusts the picture to a standard resolution which will save the [redacted] on his data consumption when he is streaming. Even with this technology the customer will be able to stream about 14 hours of video on the 10 GB plan,. If the customer is streaming more than this he should consider options like downloading movies during the Bonus Zone from 2 am to 8 am or upgrading his plan. A second possibility mentioned by [redacted] in his complaint as well as when he spoke with our sales agent was WIFI calling. While WIFI calling does not use as much data as video streaming it will consume data, and the quality cannot be guaranteed due to the latency or delay inherent in satellite internet because the signal has to travel to space and back. I would like to suggest a solution if the customer does not have reliable cellular reception at his home. We can provide [redacted] with internet phone services that would provide a home phone to the customer with unlimited long distance and a number of calling features like voice mail, caller id, and call waiting. This phone service is calibrated to work over our satellite system and does not use the customer's data allowance. The cost for this service is normally $29.99 but we could offer an additional $10 discount for the first 6 months to bring the price to $19.99. If the customer would like to accept this offer or speak with someone about data consumption and strategies to manage his data I suggest he call our customer service line at ###-###-#### and our agents will be happy to assist. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
July 29, 2016Mr. [redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted]Case # [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 HughesNet service.Our executive customer care representative reviewed all pertinent database records. After further review, we are regretful for the experience Mr. [redacted] experienced with our customer support team and the return of his equipment.We are looking into the issues regarding the agent advising Mr. [redacted] there were not any supervisors available. In addition, we show the refund for the shipping cost and service fee applied to the credit card on 07/05/2016 in the amount of $46.55. 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]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]Complaint ID: [redacted]In response to your letter dated December 4th, 2017 to the Executive Customer Care division of Hughes, it is our understanding that [redacted] wants to be released from his contract without penalty. I would like to make a correction based on the customer's response. I had based my reply to the customer's complaint on the written documentation of the customer's interactions with our agents. Upon review of the call recording of August 8th it is clear that he had not yet switched service providers. It is also clear that [redacted] is recorded as saying his intention is to switch to [redacted] cable as his internet service provider and this is his reason for disconnecting. Whether the customer has already switched or he is planning on switching as the reason for the disconnect is immaterial, the reason is not valid to void our service agreement. I also searched all of the recorded calls that came into our call centers from 12/10 the time of the customer's technician visit to 8/8 the time of the customer's call to cancel based on the phone number on the account. There was only one call on 5/29 registered as coming from the customer's phone number. I listened to this call and the customer updated the information on his method of payment. There was no mention on this call of slow speeds and no speed tests were run. If [redacted] used another phone to call our customer support line during this time period to run the speed tests he is referring to I will be willing to search the database for those calls that may not have been documented. All calls after the call of 8/8 the customer was encountering our Fair Access Policy which regulates our internet access and is detailed on our website legal.hughesnet.com. It specifies, “to ensure consistent performance for all users, a Fair Access Policy provides for a limit, based on your service plan as described above, on the amount of data which can be used before your service performance is reduced. (…) If your data usage exceeds the allowance for your plan, the throughput (speed) of your service will be reduced until your next billing period. The speed of the Services may be reduced to as low as or lower than 1 Mbps, it is important to note, however, that uploading or downloading large files will be affected and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads.” When the customer agreed to the 24-month agreement he agreed to HughesNet terms and conditions which specify that the service is subject to the Fair Access Policy. Having reviewed the calls in question HughesNet will offer to waive half of the early termination fee as a courtesy to the customer. We sincerely regret any inconvenience that Mr. Ehrenhaft may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:If they wish to...
contact me, they can do so by email. [redacted]) My phone number on the account was 320-894-7655 but they will say it is not found either. I already went thru thiswith them when I called and complained. I also wrote letters and it was returned to me as undeliverable, so you explain to me again, how they plan to resolve the issuesI have with their services..
Regards,
[redacted]
[redacted]Trade Practice ConsultantRevdex.com1411 K Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted]
Complaint ID: [redacted],In response to your letter dated November 5th, 2017 to the Executive Customer Care division of Hughes, it is our...
understanding that [redacted] wants to be released from his contract without penalty. I have reviewed the pertinent databases on the account and would like to go over the history of the [redacted]'s attempts to cancel our services. The customer had a repair technician visit shortly after installation on December 10th of 2016. The customer did not call us again until August 8th of 2017 saying that he wanted to cancel because of slow speeds. At no point during this 8 month period did the customer have a recorded contact with our company so we could determine if the customer was receiving the speeds he was paying for. Once we have a technician to the home and do not hear back from the customer we assume his problem to be fixed and the services working to his satisfaction. If this is not the case we would have liked the customer to call sooner to let us know. Unfortunately, the customer called us in August of this year to tell us he had already gotten a new internet service provider, [redacted]. It should be noted the customer's choice to go with another provider is not a valid reason to void any contractual obligation [redacted] has with HughesNet. To the contrary, that is specifically what a commitment term is for, to affirm the customer's commitment to stay with HughesNet for the agreed upon 24 month contract. At the point [redacted] called to cancel services our account management team advised the customer of the early termination fee he would incur if he were to disconnect and offered to downgrade the services until the end of the contractual period. [redacted] accepted this option until such time as he could consult with his wife. From that point forward the customer encountered the problem of running out of data before the end of his cycle because he had gone from a 50 GB plan to a 10 GB plan as part of the retention agreement. At a later point he took advantage of a free upgrade to our Gen 5 services. By then we had discontinued our Ultra plan so there is no way the customer can get his former data limit at the price he was paying. Since the following data issues were a result of [redacted] going to another provider without first contacting HughesNet for amelioration or verification of the customer's speed issues we will not be releasing the customer from his contract without penalty. We will honor our account management team's offer to waive half of the early termination fees. This would reduce the termination fees to $200 which is actually $35 less than what the customer would have been paying if he had stayed with Gen 4 and canceled now. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.Respectfully,M. F[redacted]HughesNet Executive Customer [email protected]