D & L Air Conditioning

November 30, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Complaint ID: [redacted] Dear [redacted] : In response to your letter dated November 12, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of his HughesNet service [redacted] terminated his service and disputes the early termination feeOur Executive Customer Care representative reviewed all pertinent database records and reviewed the technical support calls he made to our technical support teamOur records indicate that [redacted] ‘s account was activated on August 11, and requested to cancel his service on September 11, Our account management suspended the service rather than terminating the serviceDue to [redacted] requesting to terminate his service within the 30-day trial period, there is no contractual agreementAnd, after reviewing the technical support calls, suspending the account is the solution we offered rather than providing adequate troubleshootingThe early termination fees of $for the internet service and $for the voice service do not applyHughesNet would like to remind [redacted] it is the customer's responsibility to ship back the equipmentA pre-paid shipping label and box will be shipped to his site address on December 11, and please allow 7-business days to arriveThe equipment that needs to be returned include the modem, power cord, and the radio transmitterPlease return the equipment no later than January 25, to avoid being charged an Unreturned Equipment Fee of up to $We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request our response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to Case ID [redacted] Thank you very much for your considerationSincerely, J C [redacted] Executive Customer Support ###-###-####

July 7, Mr [redacted] Trade Practice Consultant Revdex.com K Street North [redacted] 10th Floor Washington, DC 20005- Re: [redacted] Complaint [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***’s service was activated on December 15, On February 10, 2016, Ms [redacted] initially called to request to cancel the service because of relocation and was advised that Hughes could move the service at no charge and the move program was acceptedOn February 11, Ms [redacted] called to request to cancel the move program and agreed to suspend the service which can be done for up to six months per rolling monthsThe suspension covers only the serviceLease fees and any other subscription services aren’t covered during suspension and the contractual period is frozen until the account is reactivated manually per request or at the end of the suspension periodOn May 3, the account was locked because there was a past due balance of $which was paid on May 17, Once the account was brought current it was unlocked by the system and removed from suspensionOn May 17, Ms [redacted] again requested to cancel the service and indicated that she has already moved but the landlord wouldn’t permit the installation of the satellite dish when the move program was again offeredOn June 13, the account was cancelledAs a result of cancellation within her contractual agreement, Ms***’s account was charged an early termination fee in the amount of $which she agreed to pay and Hughes agreed to waive the outstanding balance of $ Ms [redacted] was also charged $for the unreturned equipment Regarding Ms***’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 agreementAll customers have days from the time of activation to cancel without penaltyConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of Ms***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties Ms [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination feeIn addition we will send a prepaid label and instructions so that the leased equipment can be returned for creditMs [redacted] can use any box of her own to send back the radio transmitter, modem, and power supply which will be detailed in the instructions 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 18, 2016Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [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 Hughes service.Our Executive Customer Support reviewed all pertinent database records In order to provide resolution to Ms [redacted] ’s complaint, Hughes would need the account number or phone number associated with the complaintHughes is wholly committed to clarifying the nature of Ms [redacted] ’s concerns and expectations relative to her accountWe look forward to addressing these concerns as soon as possibleVery truly yours,EF [redacted]

March 7, Mr [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ***’s account was activated on April 5, Per [redacted] ***’s letter, she made a payment of $that wasn’t credited to her account [redacted] has been attempting to send supporting documents in to confirm her missing paymentAt this point, we have issued an adjustment as a courtesy in the amount $on February 21, [redacted] has a current balance of $as a result of her March 5, bill generatingWe hope that [redacted] continues her service with HughesIn the event that she wishes to make changes to her account she would need to contact customer support directly at [redacted] We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith 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] et

December 10, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [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 the account is registered to [redacted] and was activated on June 9, At the time [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin her service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factors Stated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in spaceIn order to minimize the delay that comes from having data travel back and forth over such a vast distance, your modem uses advanced acceleration techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansHughes service will work with some online games but doesn’t recommend the service real time online gamingGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GBRelative to [redacted] ***’s concerns about unexplained loss of data, any device that is capable of going online can drain your usage - such devices include but are not limited to computers (desktops, laptops, ***, or PCs), tablets (***, PC pads, readers, etc...), phones (any smart phone in your home), TVs (most TVs today are equipped to go online - this will add to your usage), online gaming devices (***, [redacted] , [redacted] , etc...) and in some cases home appliances that communicate to you (thermostats, fridges, etc...)If you have any gaming devices in your home, please remember that software updates for online games are frequently high in bandwidth and that more often than not, online gaming devices update automatically by defaultWe ask customers to take a screenshot of their status meter that shows how much bandwidth or data allowance they have available and then unplug the LAN cable from their modem and or router (if they’re using a router) and take note of the day and time it’s unpluggedLeave it unplugged possibly overnight or while at work and then plug it back upWhat the customer should see is there has been no change or usage during the period of time that the LAN cable was unplugged from the router and or modemThis is the most effective way to troubleshoot the issue and if [redacted] is still having issues with unexplained data loss we are happy to schedule a call with advance technical support to further troubleshoot his service to insure that it is operating as it should.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]

October 1, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear Mr [redacted] Inresponse to your letter to the Executive Customer Support division of Hughes, itis our understanding that Ms [redacted] has some concerns regarding her HughesNet service OurExecutive Customer Support representative reviewed all pertinent databaserecords Our records indicate that the servicewas activated on May 2, Relativeto Ms***’s concerns regarding Hughes’ service, Hughes’ service is sharedbandwidth with a Fair Access PolicyTo ensure equal Internet access for allHughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policyapplies to all HughesNet service plansGen customers have twobuckets of fixed data allowance per monthOne being anytime bytes and theother being bonus bytes which have a fixed amount of data consumption between2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resumebrowsing speeds it would be necessary to purchase tokens to be releasedfrom the Fair Access PolicyDepending on the service plan the fixed amount ofdata allowance for anytime bytes ranges from 5GB to 20GB per monthHughes nowhas plans that include bonus bytes with up to 50GBRegarding Ms***’sconcern that she initially wasn’t upgraded as discussed, please be advised thatMs [redacted] had the Pro plan prior to her September 1, call with the firstagent which includes 15GB on anytime bytes and 50GB of bonus and upgraded tothe Pro plus plan on September 1, which includes 15GB of anytime bytes and50GB of bonus bytes plus smart browsingOn September 19, Ms [redacted] wasupgraded to the Ultra plan which includes 50GB of anytime bytes and 50GB ofbonus bytesThe Ultra plan is $per month and the previous two plans thatMs [redacted] was subscribed to were $per monthMs [redacted] has been given a$service discount for three monthsAfter three months the Ultra planwill go back to the $rateMs [redacted] is welcome to contact support toinquire about any qualifying offers at that timeWesincerely regret any inconvenience that Ms [redacted] may have experienced and arehopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully requestthat our response to this complaint be accepted as closure to the case In the event you have any additionalquestions or comments, do not hesitate to contact me Thank you very much for your consideration Verytruly yours, DarronW [redacted]

August 10, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File # [redacted] Dear Mr [redacted] In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database records “To ensure fair Internet access for all HughesNet subscribers, Hughes maintains a special Fair Access Policy for these subscribersThis policy establishes an equitable balance in Internet access for all HughesNet subscribersHughes assigns a Data Allowance to each (Gen4) service plan that limits the amount of data that may be downloaded or uploaded within a one-month periodSubscribers who exceed this limit will experience a temporary reduction of speed.”“Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computerStated speeds and uninterrupted use of service are not guaranteedActual speeds will likely be lower than the maximum speeds during peak hours.”Some users consume much more bandwidth than the average user, and they will experience reduced download speeds as a result of exceeding their Download AllowanceYou may be surprised to find that the top one percent (1%) of users download times more the average userBy providing a Data Allowance, more of the shared bandwidth is made available for everyone to useMost users will have a better experience as a result of the Fair Access PolicyOnline activities such as viewing Websites, checking email, watching video clips or similar short streaming media, and automatic software updates are unlikely to cause you to exceed your monthly Data Allowance.Please be advised when Mr [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesHowever, in the interest of an amicable resolution, Hughes agrees to make an exception regarding our cancelation policyWhile Hughes makes every effort to disclose our benefits and limitations, Hughes understands MrMitchell’s frustration and concernIn light to the issues Hughes has waived half the early termination fee and issued a refund of $to the accountThe remaining balance is $A box will arrive within 7-business days after cancellation and the equipment needs to be returned which includes the modem, power cord, and the radio transmitter within (45) days to avoid being charged an Unreturned Equipment Fee of up to $300.We sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF [redacted]

November 14, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that the service is registered to [redacted] and was activated on August 10, On October 28, 2014, [redacted] ***’s account was cancelled As a result of cancellation within his contractual agreement, [redacted] ***’s account was charged an early termination fee in the amount of $ Regarding [redacted] ***’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement and there is a signature on file agreeing to the termsConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we have issued a credit of $to her account representing half of the early termination fee and that amount has been refunded to the card on file We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]

October 13, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-Re: [redacted] Complaint ID: [redacted] Dear [redacted] : In response to your letter dated September 25, to the Executive Customer Care division of HughesNet, it is our understanding that [redacted] has some concerns regarding the performance of her HughesNet service [redacted] is seeking to terminate service without a penalty feeOur Executive Customer Care representative reviewed all pertinent database records and reviewed the sales and customer service callsHughesNet would like to sincerely apologize for the customer service that brought [redacted] to tearsIt is not HughesNet intentions to treat our customer's in that manner and will provide enhancement training to address the issueHughesNet does not offer a day guarantee to cancel service without penaltyOur sales associate informed **and [redacted] once the Prime Plus GB data allowance exceeds the speeds are throttled to MBPSWe suggested to stream video in standard definition versus Hi Definition to conserve data allowance**and [redacted] mentioned they understoodAfter reviewing the calls between February 20, to March 25, 2017, [redacted] 's technical issues were resolved by troubleshooting with our technical support team [redacted] also confirmed the issue was resolved prior to hanging upWe also offered to upgrade to the new Gen service at a discounted rate and [redacted] accepted the offerDuring the month of April, [redacted] called for password issues and asking if the router can be returned for a refundCalls between May leading up September when [redacted] requested to cancel service were due to exceeding data allowance she purchased with her service planWe offered to upgrade from the GB plan to the GB plan with a discount and [redacted] accepted [redacted] must keep in mind HughesNet practices a fair access policy which applies to all service plansFair access policy is in place to ensure equal internet access and consistent performance for all HughesNet subscribersHughesNet Genservice plans allow unlimited downloading and uploadingHowever, each HughesNet Genservice plan is assigned a Service Plan Data AllowanceThis is the amount of data, in bytes, which can be uploaded or downloaded within the month at full speedIf your data usage exceeds the allowance for your plan, the speed of your service will be reduced until your next billing periodThe speed of the services may be reduced to as low as or lower than MbpsHughesNet is unable to revise the Fair Access Policy due to shared bandwidth with all our subscribersRegarding termination of the account without a penalty, 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 canceled the service prior to expiration of the service commitment periodConsequently, we believe that we have a contractual right to assess these feesThe early termination fee of $is valid because it was determined the service is performing at adequate speed levels and the connectivity issues occur because data allowance exceededConsidering [redacted] issues, HughesNet can consider waiving 50% of the early termination fee and can issue a credit of $to the accountThe remaining amount on the account is $that needs to be paid to bring the closing balance to $We sincerely regret any inconvenience [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faithAt this point, we would respectfully request your response to this complaint be accepted as closure to the caseIn the event, you have any additional questions or comments; do not hesitate to contact mePlease refer to case ID [redacted] Thank you very much for your considerationSincerely,J C [redacted] Executive Customer Support [redacted] [email protected]

July 17, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005-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 planOur 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 forIt was clarified he will receive GBS of anytime allowance he can use between am – am and GBS of bonus allowance he can use between am – amAs a demonstration of our good faith, we offered to upgrade his service plan to provide GBS of anytime allowance and offered the service plan at a discount of $for three months [redacted] accepted the offer and continued to use the serviceThereafter, [redacted] called again on April 5, with concerns about using his data allowance faster than he anticipated and requested to cancel his serviceOur 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 planWhen data allowance is exceeded the speeds will be reduced until the monthly allowance resets or until [redacted] purchase and use a tokenThis 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 purchaseThis is also to ensure equal Internet access for all HughesNet subscribersIf 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 bandwidthCustomers 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 serviceAs a demonstration of our good faith, we offered to provide GBS of anytime allowance at a discounted rate which reduced the regular monthly rate by $and we offered to reduce the commitment term from months to months [redacted] accepted the offer with full knowledge he is going to receive GBS of anytime allowance and GBS of bonus allowanceIn regards to having no internet connection after the service technician appointment on July 15, 2017, our records indicate internet usage for July 16, and July 17, [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 passwordIf [redacted] has forgotten his sign in information he can contact our customer care team for assistanceHughesNet 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 issuesIn 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 month commitment and would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ‘s circumstances, Hughes agrees to make an exception regarding our cancelation policyConsidering the difficulties [redacted] experienced with our service, HughesNet can offer to waive a portion of the early termination fee and issue a credit of $to the accountThe remaining amount of the early termination fee will be $If [redacted] accepts this offer, it is the customer’s responsibility to ship back the equipmentA box will arrive within 7-business days after the disconnect dateThe 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 $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 considerationVery truly yours, Josie C [redacted] Executive Customer Support ###-###-#### [email protected]

July 27, [redacted] Trade Practice Consultant Revdex.com K Street Northwest 10th Floor Washington, DC 20005- Re: [redacted] Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding his service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ’s service was activated on September 13, On July 11, [redacted] ’s account was cancelled Once a customer begins service it has to be set up under auto pay either by e-check which comes directly out of the checking account or credit card billing which is automatically billed to the card on fileAfter the first billing cycle the customer can choose to sign up for invoice billing which has a standard fee of $per month“Credit card payment is not required for residents of states where payment by credit cards may not be made mandatoryIn the event that, for whatever reason, services charges are paid by you pursuant to a paper invoice to be prepared by Hughes, Hughes will charge you an additional administrative fee of $per month.” Regarding [redacted] ’s concern of his account being automatically debited, Hughes’ subscriber agreement contains specific language that states Hughes’ is authorized to bill the card on file for all charges“Except where additional methods of payment are specifically required or permitted under applicable law or regulation, or where Hughes explicitly and in advance permits another method of payment, you agree that you will provide a major credit or charge card (i.e., MasterCard, Visa, American Express, or Discover) that Hughes may charge for all Service fees or other amounts payable under this Agreement (including Early Termination Fees and Unreturned Equipment Fees)Additionally, you agree that Hughes may pre-charge your monthly Service fee to the credit or charge card supplied by you during activation or subscriptionYou hereby authorize automatic credit or charge card billing by Hughes for all such chargesYou further agree that the charges described above will be billed to the credit or charge card that you have provided when you applied for the Service.” Regarding [redacted] ’s concern of being told that he could port his old telephone number, Hughes does port previous telephone numbers but has no control over a number being rejected as a result of a port request At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with HughesHughes’ subscriber agreement contains specific language advising our customers that we do not guarantee minimum speeds “HNS EXPRESSLY DISCLAIMS ANY REPRESENTATION OR WARRANTY THAT THE SERVICE WILL BE ERROR-FREE, SECURE OR UNINTERRUPTED OR OPERATE AT ANY MINIMUM SPEEDS.” When you connect to the Internet using HughesNet, the upload and download speeds you experience will vary based on a variety of factors including the configuration of your computer, the number of concurrent users, network or Internet congestion, the speed of the Websites you are accessing, and other factorsStated speeds and uninterrupted use of service are not guaranteedDuring peak hours, actual upload and download speed will likely be lower than speeds indicated.” You can use [redacted] with our Genservice, but be sure to continue to monitor your monthly Data AllowanceIt’s important to remember that your home is approximately 22,miles away from the HughesNet satellite in 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 techniquesHughes’ service is shared bandwidth with a Fair Access PolicyTo ensure equal Internet access for all HughesNet subscribers, Hughes maintains a Fair Access Policy (FAP)This policy applies to all HughesNet service plansGen customers have two buckets of fixed data allowance per monthOne being anytime bytes and the other being bonus bytes which have a fixed amount of data consumption between 2am-8am their local timeOnce the bonus bytes consumption has been exceeded, to resume browsing speeds it would be necessary to purchase tokens to be released from the Fair Access PolicyDepending on the service plan the fixed amount of data allowance for anytime bytes ranges from 5GB to 20GB per monthHughes now has plans that include bonus bytes with up to 50GB Please be advised that Hughes’ subscriber does contain specific language that states it’s the customer’s responsibility to return all equipment for leased accountsHughes doesn’t suggest customers to retrieve the radio if they’re not capable of doing soHughes just states that if a tech is needed the customer is responsible for the charges associated with itThe equipment remains the property for leased accounts even after the contractual period is expiredThe terms and conditions of the subscriber agreement can be found at legal.hughesnet.com “Returning Equipment to Hughes Upon termination of Service, Lease and Recovery Act customers are required to return the modem, power supply, and radio (outdoor transmitter) to Hughes within days of cancellation dateThe equipment must be received in good condition in order to avoid the Unreturned Equipment FeeAn Unreturned Equipment Fee of up to $will be charged to your account for Equipment not returnedPartial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $Customers who purchased HughesNet equipment and who cancel their subscription within thirty (30) days after activation may return the modem, power supply, and radio to Hughes upon account terminationAll equipment must be received in good condition within days of termination in order to receive a $hardware creditNo refunds will be given in respect of cancellations which take place beyond days after activationFor customers eligible or required to return equipment, Hughes will provide instructions on how to de-install and return the required equipmentYou are not required to return, and Hughes is not obligated to de-install, the antenna, mount, or any cablesIf you elect to have the complete system or the antenna, mount, and any cables professionally de-installed, you will be responsible for all applicable de-installation chargesYou will not receive a credit for installation charges or other fees.” We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron *W [redacted] Executive Customer Support [redacted] [email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Date: Wed, Sep 6, at 9:PMSubject: Re: My E-mail AddressTo: [redacted] < [redacted] @myRevdex.com.org>Hey ***,I am still waiting for Hughesnet to get back to me in order to do more tests to see if they can do anything to fix their serviceI have been waiting over a week and a half for them to get back to me, while trying to reach them myselfThere seems to be a lot of confusion and contradictions on who I need to speak to and what to do next.- [redacted] ID# [redacted] Regards, [redacted]

March 31, 2015Dear [redacted] :In response to your letter to the Executive Customer Support division of Hughes, we have tried to reach out to [redacted] We have found no notes in our system from any calls from [redacted] The telephone number he provided in this complaint is invalid We also attempted to reach out to [redacted] via the email address in this complaint with no response If [redacted] has any questions, he can contact me at the telephone number listed below We have made an honest attempt to reach [redacted] but with no valid way to contact him we have no further recourse At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration.Very truly yours,Nancy MExecutive Customer Support

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

[redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-3404Re: [redacted] Complaint ID: [redacted] ,In response to your letter dated November 13th, to the Executive Customer Care division of Hughes, it is our understanding that MrMcclanahan has concerns regarding the quality of service he is receivingI have reviewed the history on the account and the relevant databases and discovered the likely reason the customer is experiencing slower speedsI 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 cycleAfter 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.comIt 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 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 PolicyThere could be any number of causes for the customer going through his Gigabyte plan so quicklyThe first possibility is streaming video services like [redacted] , ***, [redacted] , and othersWe 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 streamingEven with this technology the customer will be able to stream about hours of video on the GB plan,If the customer is streaming more than this he should consider options like downloading movies during the Bonus Zone from am to am or upgrading his planA second possibility mentioned by [redacted] in his complaint as well as when he spoke with our sales agent was WIFI callingWhile 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 backI would like to suggest a solution if the customer does not have reliable cellular reception at his homeWe 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 waitingThis phone service is calibrated to work over our satellite system and does not use the customer's data allowanceThe cost for this service is normally $but we could offer an additional $discount for the first months to bring the price to $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 assistWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithAt this point, we would respectfully request that our response to this complaint be accepted as closure to the caseIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Respectfully,MF*HughesNet Executive Customer [email protected]

[redacted] 11/29/17Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005- RE: [redacted] File # [redacted] In response to your letter to the Executive Customer Support division of HughesNet, it is our understanding that [redacted] was subscribed to HughesNet services but has since canceled and had some concerns with a refund that was owed and additional charges to her accountHughesNet completed a full audit on [redacted] ***'s account and reviewed all pertinent details relating to her complaintBased on the investigation it was validated that [redacted] placed an order for HughesNet services on May 3rd, 2017; however, [redacted] determined at the time of install that the service was not going to meet her needs and it was canceled officially on May 6th, HughesNet would like to apologize to [redacted] for the services not being able to suit her needsHughesNet does understand we cannot meet every consumers needs but still remain to be number one in the satellite internet industry [redacted] ***'s situation is very uncommon and HughesNet almost never encounters this type of mishapAccording to the invoices [redacted] made an initial payment of $67.19, and that was the amount to be refunded to herBecause she may not have been aware that when the technician came out to complete the install it was halfway completed, meaning the radio transmitter located outside was already installed, this is what caused the charge of $plus a generated invoice as wellIt appears that $was charged to [redacted] ***'s credit card but later was reversed due to her disputing the charge with the bankThis was due to the system not showing the radio transmitter as being returned yetHughesNet can see how confusing of a situation this might have been and felt it was our due diligence to reach out to herThe Corporate Officer handling her complaint attempted to reach her on November 29th but was unable to reach herHughesNet has tried to explain the rare occurrence as best as possible through this response [redacted] should note that to date there is a $balance on her closed account and the refund of $was issued to the credit card on file as of November 10th, 2017; thus, she should have received the refund by nowThere are no further actions needed by [redacted] or HughesNet at this timeWe sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, please don't hesitate to contact HughesNet supportThank you very much for your consideration Warmest Regards, D.M [redacted] Executive Customer Care Support Division

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

June 5, 2017Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest, 10th FloorWashington DC 20005-3404Re: [redacted] File# [redacted] In response to your letter, to the executive customer support division of Hughes, it is our understanding that Mr [redacted] has some concerns regarding his service.Our executive customer care representative reviewed all pertinent database recordsAfter further review, please be advised that when customers subscribed to the HughesNet Service, they 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 within (45) days after the cancellation dateIn light of Mr [redacted] ’s issues, Hughes has processed a refund of $back to the credit card on fileThe refund will post in (5) business daysWe sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn the event you have any additional questions or comments, do not hesitate to contact meThank you very much for your consideration.Very truly yours, EF [redacted]

July 13, Mr [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-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 Mr [redacted] has some concerns regarding his HughesNet service Regarding Mr [redacted] ’ latest concern, please be advised that the billing terms are described in detail in Hughes’ subscriber agreement which can be found online at legal.hughes.com To reiterate, Hughes does have an option to make a onetime payment on line, however in order to make the payments online he had to register with the customer management center (CMC)A credit card has to be kept on file to be able to pay onlineThe system retains the card and is designed to use the card on file if there is an unpaid balanceAny past due charge collected is valid per the terms and conditions of the subscriber agreement All previous charges to Mr [redacted] ’ credit card are valid and if he wishes to cancel his service he will be subject to an early termination fee as explained in the subscriber agreementAt this point, his account is set up under invoice and we have applied a monthly credit to cover the cost of invoice billing for one yearWe sincerely regret any inconvenience that Mr [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith At this point, we would respectfully request that our response to this complaint be accepted as closure to the case In the event you have any additional questions or comments, do not hesitate to contact me Thank you very much for your consideration Very truly yours, Darron W [redacted] Executive Customer Support [redacted]

December 19, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] *** Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, it is our understanding that [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that [redacted] ***’s service was activated on September 15, On October 21, 2014, [redacted] ***’s account was cancelled As a result of cancellation within her contractual agreement, [redacted] ***’s account was charged an early termination fee in the amount of $The overall final bill was reduced to $because of the prorated credit for unused serviceRegarding [redacted] ***’s request to cancel without penalty, please be advised that when [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of [redacted] ***’s circumstances, Hughes agrees to make an exception regarding our cancelation policy In light of the difficulties [redacted] experienced with our service, we have issued a total credit of $to her account representing the early termination fee and the last month of service in the amount of $The first month of service and $activation fee are valid charges 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 considerationVery truly yours, Darron W [redacted] Executive Customer Support###-###-####[email protected]