Hughes Network Systems

[redacted] > 11:AM (minutes ago) tome This claim had been payed in full, no more action needed [redacted]

Yesterday, I spoke with Hazel G [redacted] at HughesNetAlmost all of their reps speak broken English in an unrecognizable accentThey are extremely difficult to deal with, if you can even get a person on the phoneI have been a HughesNet customer since I was forced to use their service for such a long time because service was at my vacation home in a very remote location on Cape Cod, where there is no cable service I have to work from the vacation home,so I had no choice Their service has always been horrible, unreliable, crashes constantly, and slow, slow, slow, slow Highway robbery too, since I was paying over $a month for lousy servicemonths ago, my husband died, leaving me with the problem of how to pay the mortgage on the vacation home After struggling financially for a year, I made the difficult decision to sell the house The new owners are taking possession of the property on Monday, Sept 19thWhen I called to disconnect my HughesNet service, on August 29th, well in advance of my moving out of the house, I was informed that I needed to take the radio transmitter off the satellite dish and return it to you Failure to do so would result, I was told, in me being charged $ I cannot go up on a roof myself I asked several friends to do it and no one could I made plans with HughesNet, who outsources their service to a local contractor, to come to the house on Sept 12th -- the day I was moving out, to remove the transmitter for me I was there all day on Sept 12th and no one came I received a phone call mid-day informing me that no one could come on the 12th and they'd be there on the 13th I arranged for my realtor to wait at the house on the 13thAt 9:on the 13th, someone from HughesNet turned up at my regular home, miles away, where I live year-round, and where I do not have HughesNet service! I couldn't believe it When I spoke with Hazel, she determined that someone had completely erased my service address from their database!!! As a business owner, I would fire whomever did thatThis just gets more and more incredible HughesNet promised they'd try to get someone to the correct house on Sept 13th My realtor waited at my house all day I had simultaneously been called by the local contractor that they outsource to, and had arranged that someone would be at the house between 2-pm My realtor waited at the house all day, no one came At 5:she called me to report this I called the local contractor, and she put me through to the actual tech, whose name is Mike Mike informed me that he was on Martha's Vineyard, an island off of Cape Cod, and was waiting for the ferry to take him and his truck back to Woods Hole, which is minutes away from the house At 5: This means by the time he got to the house, it would be dark, and so he said he would return today, September 14th I explained to Mike there will be NO ACCESS to the house after this Friday What a mistake for me to have done that, because last night at pm I received a text from "WC" (the contracting company) informing me that someone will be at the house on Friday September 16th This is absolutely unacceptableI see right through HughesNet's scheme They're doing their best to get the $out of me This is how they treat a loyal customer and a widow who has no money They are the worst company in the worldI wouldn't recommend HughesNet to my worst enemy

July 29, [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 account was activated on April 26, and requested to cancel her service on April 28, Due to the account being cancelled within days, there is no contractual agreement and the early termination fee of $does not applyHughes has received [redacted] ’s leased equipment and there won’t be any unreturned equipment charges or any other charges on the account 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, [redacted] Executive Customer Support###-###-####[email protected]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because HughesNet clearly does not care about its customersNow I see why they have such a horrible rating; it is a huge learning lesson for meHughesNet response reiterates what I was stating about them in my complaint; it makes no sense to expect a customer to remove an antenna (or portion of it) from their roof when it was installed by a HughesNet professionalIt is dangerous but clearly HughesNet doesnt care which is why they lost my business and countless othersHad I known this, I would not have wasted my timeIn addition, the HughesNet techinician drilled through my carpet/floors so now I have to deal with repairing thatHughesNet is horrible when it coems to business and customer serviceI have nothing further to say to themI am disgusted and will not be doing service with themThank you Regards, [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 period Subscribers who exceed this limit will experience a temporary reduction of speed.”“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.”After further review, the Fair Access Policy is a tangible part of our service based on the parameters of each planWe are unable to revise the policyIn light of Mr [redacted] ’s issues, we have applied a refund of $ to the credit card on fileThe refund will take up to (72) hours to receiveMr [redacted] may contact me directly with any additional questions.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, Ecole F*SrExecutive Customer Support

Their sales department is awfulThey need to be retrained to know what they are talking aboutI was not told that the satellite does NOT support online/real time gamingI was told that I would NOT have to pay any money upfront and I got my first month freeThey did NOT tell me they would charge my bank account that day because I had to pay the 2nd month in advanceAn installation appointment was set upThE day of installation I received a phone call hour before the installation deadline ended to say they couldn't install the same day they received the new orderMy order was made days before so I had to wait an additional days to getInstalled The technician shows up and asks where was my routerHe told me I had to have a router for that modemI bought a routerGot installed yesterday 9/10/ Today I spent over hours with various people to trouble shoot my connectionI finally talked to a guy that told me that satellite Internet DOES NOT support any online gamingI also was told that I DID NOT need a router and it was optional because the modum is wirelessSo upon talking to the account management dept to cancel the service and get refunded the money they wanted to refund my money days laterI refused to wait that long and after being put on hold for minutes they agreed to refund my money in to working daysNow I am stuck with a router I paid dollars for and can't return Hughes net lies and leaves out important information just to make a saleI do not recommend doing business with them

We ordered Hughes Net Internet for our rural location, they promised hook up in four days, one month later we were partially hooked Two weeks after that they hooked us up and the connection was poor We have a large construction business and this wouldn't work for us We cancelled and they are now charging us $for early release of our contract although we never had a good connection We found out after the fact that they knew we couldn't get a good connection in our area of northern Wisconsin We filed a letter of complaint and they called to talk to us with a return number and pin Well guess what, the pin that was supposed to be good for seven days was invalid and we couldn't talk to anyone Now they are taking money out of our account knowing they didn't try to help us with our complaint They should be ashamed!!!!

I started using Huges Net internet about months ago and every since I signed up with them I have had issues with their serviceI was lied to from the very beginning about how much internet would actually be available to me and how long it would lastEvery time I called I would try to cancel and they would talk me out of it, so before I got off the phone I would ask them to extend the cancelation period which they said they wouldWhen I finally decided I was for sure going to cancel they said I was unable toI should have still been within my cancelation period due to the conversations we had on the phoneThe person I spoke to then told me that they could wave half of the cancelation period which would have been 200.00, but before they did that they were going to go back and listen to the previous phone calls that were had to make sure that I my cancelation period wasn't extendedI then go a voicemail from Hughes net stating that it was talked about on the phone but the agent was going to have verify it with a supervisorI never received a call back from the agent so I assumed that my cancelation period had been extended (my fault for not checking I guess) The agent then leave a voicemail stating that it was never fully approved, but they could wave half of the cancellation fee which is if I was still interestedI never called back to verify the cancellation because I just assumed I was out of luck and was going to have to keep their service, so on 1/8/I check my bank account and Hughes net has taken out of my account and when I call to inquire about this charge they stated it was the cancellation fee which is way more than half which they left on my voicemail and never authorizedI called them to have them credit the money back to my account and they told me it would take up to business days I then told them I was going to overdraft in my account by and they told me they were sorry there was nothing they could do and I told that them I wouldn't be in the position of overdrafting if they hadn't taken money out of my account without permissionI argued with them on the phone for over an hour and didn't get anywhere with themHughes net didn't care at all that I had other bills to pay and now couldn't because all my money was tied up with bills that were pending to come out and then the that hughes net was charging me that made it to where I couldn't pay my bills all I got was an I'm sorryI told them this should have never happened in the first place because I didn't authorize that transactionHughes net is the worst service I have ever received and I don't recommend anyone use them

May 19, [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, we have attempted to contact ** [redacted] to resolve the outstanding matterIt is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s service was activated on August 25, On February 18, 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 receive a refund for the unreturned equipment fee, Hughes’ subscriber agreement contains specific language that states there will be a fee for unreturned equipment; “Unreturned Equipment Fee (applies to all Service Plans where the Equipment has been leased):Upon termination of Service, whether before or after the expiration of any minimum term commitment, all Subscribers to HughesNet Service Plans are required to return the modem, power supply, and radio (outdoor transmitter) to HughesThe equipment must be received in good condition within days of termination in order to avoid the Unreturned Equipment Fee (except in cases when the Subscriber Agreement has been terminated for breach, in which case the paragraph below will apply)An Unreturned Equipment Fee of $will be charged to your account for Equipment not returned within the allotted time framePartial returns will be given credit as follows: Modem and Power Supply – $100; Radio – $200.” Consequently, 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 unreturned equipment feeIn light of the difficulties ** [redacted] experienced with our service, we will issue a credit of $to his account representing the unreturned equipmentThat amount will be refunded to the card on filePer the subscriber agreement, Hughes isn’t responsible for overdraft feesIt is advised that ** [redacted] request his bank to waive the fees as a courtesy.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, [redacted] Executive Customer Support [redacted] [email protected]

February 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, our department has previously been in contact with ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding his HughesNet service Our Executive Customer Support representative reviewed all pertinent database records Our records indicate that ** [redacted] ’s account was activated on November 25, On December 27, 2013, ** [redacted] ’s account was upgraded to Gen service According to Hughes’ terms and conditions upgrades to Gen are automatically placed under month commitmentOn February 24, a dish relocation was completed to improve ** [redacted] ’s service In light of the difficulties ** [redacted] has experienced with our service, we have issued a total credit in the amount of $for three months of service as of February 27, 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, [redacted] Executive Customer Support ###-###-#### [email protected]

February 11, black;"> [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [redacted] Dear ** [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have attempted to contacts ** [redacted] to resolve the outstanding matter It is our understanding that ** [redacted] has some concerns regarding her HughesNet service Our Executive Customer Support representative reviewed all pertinent database recordsRegarding ** [redacted] request to cancel without penalty, please be advised that when ** [redacted] subscribed to the HughesNet Service, she expressly agreed that she would be subjected to an early termination fee in the event she cancelled her service within her contractual agreement Consequently, we believe that we have a contractual right to assess these fees However, in recognition of ***’s circu**tances, Hughes agrees to make an exception regarding our cancelation policy After further review, we have issued a refund for the early termination in the amount of $on 2/03/The additional service fee was also waived of $154.92, bringing the closing balance to $fee** [redacted] needs to ship back her equipment within days of the cancellation date to avoid being charged an unreturned equipment fee We sincerely regret any inconvenience that ** [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faithIn 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Complaint: [redacted] I am rejecting this response because:While I understand that there is a fair usage policy, there are plenty of competitors that offer unlimited high speed internet [redacted] offers internet at a lower price and a higher speedIf the reason there is a limit on bandwidth is to ensure all customers have a good speed, then how does allowing some to purchase "tokens" make any sense? I could surf the internet faster on a dial up (56k) service than I could on HughesnetI am surprised they still exist with the customer service and experience most have gottenJust searching their name on [redacted] brings up thousands of complaints, most on their own customer forums! In fact, I have went ahead and filed an FCC complaint against Hughesnet Regards, [redacted] ***

June 2, [redacted] Trade Practice Consultant Revdex.com K Street Northwest, 10th Floor Washington DC 20005- Re: [redacted] File# [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 service and seeking a refund After further review, we have issued a refund of $that was charged after cancellation which applied to the credit card on file 05/06/ In light of the difficulties ** [redacted] experienced with our service; Hughes has issued the additional service fee refund of $to the credit card on file Unfortunately, we will be unable to issue any additional refunds ** [redacted] may contact me 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 faithIn 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, [redacted] Executive Customer Support ###-###-#### [email protected]

I tried to cancel my Hughesnet 'service' (pardon the exaggeration) after five months of paying $70/mo for slower-than-DSL speeds and my service constantly being disconnected by rain, clouds, wind, autumn leaves, etcThey stuck me for $fee for early termination AND billed me an additional $for a full month of service I didn't use as I informed them that I was moving from that location No pro-rating (I called on the first day of my new billing cycle) - just "pay your money and shut-up"This is the worst outfit I've ever dealt with: lies from the salespeople, no where NEAR the upload/download speed I was promised (5Mb per second - I got 1Mb or less), two weeks wait for installation though I was promised days, and absolutely no compromise or consideration when I cancelled because their falsely-presented service was unusableThey also signed me up with a 'tech-support' service that I didn't know about, or need, but who started billing me without permission after the first (free) month of serviceVery trickyIn an effort to ask Hughesnet for some reasonable compromise on the ETF, I wrote them a detailed email with my complaints and claims I then talked with a series of non-English-proficient representatives, who made me explain my situation even though they already had my complaint on file in their computer system, and who then passed me on to another representative (at the same level, although I kept asking for a supervisor), who had no information on my complaint and made me explain the whole situation again I gave up after four days on the phone with these peopleI ate the $monthly charge for the 'final month' of service that wasn't even hooked up, and the $'early termination fee', which would be understandable IF the company had provided the service (and connection speeds) that they promised when I 'agreed' to the contract over the phoneHughesnet is in the business of lying about their service to get customers to sign up, and then billing the hell out of them when they have to go elsewhere for better (usable) service, because they 'agreed' to the terms of the contract Problem is: Hughesnet does not live up to the terms of this verbal 'contract'Wish I could go back and do it againI am registering complaints against them here and with the NYS Attorney General's office It is too late for me as I didn't know about these guys, but hopefully I can keep some potential victims from getting the shaft

September 16, [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, we have contacted [redacted] to resolve the outstanding matterIt 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 26, While reviewing [redacted] ’s account, our records show that [redacted] called and had concerns about why she was charged twice in the amount of $on August 1, At the time [redacted] made that initial payment her balance due was $and the system is designed to use the credit card information to charge the current amount due We have explained to [redacted] that dating back to September of 2013, her account has been one month past due and each time she makes a payment it leaves a balance from the prior monthAs a courtesy we have credited the last balance of $leaving her with a $current balanceWe have explained to [redacted] that she can expect to be billed for her September thru October invoice around the 26th of September and that going forward any amount on the current invoice not paid will create this confusion with the bill againIt was also explained to [redacted] that per Hughes’ terms and conditions of the subscriber agreement, Hughes isn’t responsible for overdraft fees from her financial institutionWe informed [redacted] of our decision on September 16, 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]

WHEN SIGNED UP FOR SERVICE THEY DID NOT EXPLAIN THAT WHEN WE SIGNED UP THAT AFTER GOT CLOSE TO THE AMOUNT OF GIGABIT LIMIT THAT THEY WOULD SLOW SERVICE DOWN TO POINT WAS UNUSABLEALSO KNEW THAT I WANTED TO STREAM MOVIES AND SERVICE WAS TOO SLOW TO EVER DO THAT I MADE MULTIPLE COMPLAINTS BEGINNING RIGHT AFTER SIGN UP WHEN I CALLED TO CANCEL THEY CHARGED AN EARLY TERMINATION FEE, WHICH I KNEW THEY HAD BUT FEEL THEY WERE VERY MISLEADING IN THEIR ADS AND HOW THEY PRESENTED THEIR PRODUCT I WOULD LIKE TO HELP OTHERS NOT TO MAKE THE VERY EXPENSIVE MISTAKE I MADE BY USING THEIR PRODUCT

May 15, [redacted] Trade Practice ConsultantRevdex.comK Street Northwest 10th FloorWashington, DC 20005-Re: [redacted] and [redacted] Complaint ID [redacted] Dear [redacted] : In response to your letter to the Executive Customer Support division of Hughes, we have contacted ** [redacted] to resolve the outstanding matter 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 account is registered to [redacted] and was activated on January 24, On February 24, 201, ** [redacted] asked to have it transferred to ** [redacted] but was informed that it couldn’t be transferred; rather her name could be added as a contactThe service was cancelled on March 27, 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, he expressly agreed that he would be subjected to an early termination fee in the event he cancelled his service within his contractual agreementConsequently, we believe that we have a contractual right to assess these feesHowever, in recognition of ** [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 the account representing the early termination feeIn addition, we will be sending a prepaid label so that ** [redacted] can send back the radio as its part of the leased equipment that hasn’t been returnedRegarding ** [redacted] ’s request to be reimbursed for overdraft fees, please be advised that Hughes’ subscriber contains specific language that states Hughes is not responsible for overdraft fees“You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card billYou agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement.” ** [redacted] is advised to consult with her bank and ask them to waive the overdraft fee as a courtesy 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, [redacted] Executive Customer Support###-###-####[email protected]

This is the worst business, ever! They have advertising and the service is absolutely awfulI don't understand how they can get away with being a business with the scams the pullSave yourself the headache and time and definitely save your moneyIf they don't like your comments on facebook they will just delete them and block youI guess speaking the truth is wrong!

[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] ***

Verizon wasnt available in my new home and they reccomended I get Hughes netHugh mistakeI told them exactly what I use the internet for, I am an online student and don't have cable I watch TV via apple TV (Netflix, Hulu, & HBO NOW) the sales representative reassuredme all this was possible with their serviceOne month in I realized they just wanted to lock me inI contacted Netflix only to find out my problem wasnt on their end but it was my internet provided the same one that reassured me I would have no problemsAfter contacting Hughes net the customer service rep LAUGHED at the plan the sales rep signed me up for given my use of internetShe increased my package increasing the price as wellI explained I just bought a house and that was going to be tough but decided without a cable bill doableNow I have dealt with this crappy internet that hardly allows me to do homework and won't allow me to watch TVThis service is not worth itI have already increased the data package on my phone service to make up for Hughes nets lack of serviceIf you need internet don't get Hughes net