Hughes Network Systems

Review: Regarding the firs complain to Revdex.com number [redacted], you have closed the case when it has not been satisfied as of this time. We tried to log in and make additional note but have been unable to log on.

After we filed, Hughesnet did not contact us until we contacted them at least 3 more times, We have had some communication with a lady named [redacted], but she has not resolved our situation, she kept wanting me to do speed tests, which I could not complete because the internet timed out. Several times I have taken time out of my busy schedule to try and do these tests and when I called her back to tell her they wouldn't work she insisted I do more.

Several times again we would call tech support and they would have us do many more tests a waste of time again. Finally a service tech came out and tweaked a few things, service did not get any better. Again we had issues, so we called again, another tech did some stuff on his end and said we had an old modem and did some updates, it worked better for about half an hour, the next morning we had NO service at all, that was on August 8th. We called again, the guy I talked to agreed to give us GEN 4 with no contract and scheduled a tech to call us. The tech called on Saturday Aug 10th and said he would be here Monday between 8-12. He did not show up. I was on the phone again today for an hour and the lady said they would be there Sept 5th. That would mean we are out of internet for 4 weeks, I said that is not what the last person said, so she put me on hold again and called the tech, he said Wednesday.

They have NOT taken care of our problem. I am not sure why you closed our case based on just the reply from Hughesnet. Now, I have bills that are late because I use the internet to pay them. I have work I cannot download because I have no internet that I paid for and rely on. And they are not accountable for any of the issues.

What I was told the last time is that the receiver from the dish went out, so my guess is this has been the problem all along and nonone would come and look at their property, as they own the dish itself it is their responsiblility to repair it.Desired Settlement: Since I could only select one desired settlement I could only select reapir however: First and formost, if we had any other choices for internet we would have been gone along time ago, but unfortunatly we live in an area that only Hughesnet services.

What we expect is a working internet that we paid fo.

And now, we want credit going back to Feburary when we started calling with issues that have nto been resolved. We have paid $70.00 every month even though we have had issues and all they want to give us is one month credit, now that the part of the dish went out completly it is clear that has been the issue all along and they have refused to repair it. We have been inconvienenced for 7 months and I expect Hughesnet to radify the situation, fix the problem and reimburse us for our expenses when we have been unable to use the internet in a proper manner.

Business

Response:

August 28, 2013

Review: I have internet service from the company at my ranch which has no phone service at the location. It is not in an area with service available, and that is why I got hughes net service there. It did take the installation company mulitple attempts to find someone to finally install my service. The modem stopped working a month ago. I received another modem, and now it will not connect to the satellite, either by being defective itself, or by the outside equipment not working. When I called up customer service they were no help, telling me that I have to call from the service location. I informed them that phone service is not available there. I was then told that there was nothing they could do except have me pay for a service person to come out, which I will have to pay from the time they leave their work. I told them I was not going to pay for a technician to repair their defective equipment. When asked where the custer service personnel on the phone were located I was told the Phillippines. I asked to speak to a manager and was told that there was no management there, and there was no management to speak to. The person on the phone told me that the only person that I could talk to was her, and there was no one else she could forward me to. I asked multiple times to speak to someone in the United Stated, and was told that there was no one in the United States that was with customer service, and no one in the United States that could help me in this matter.Desired Settlement: Either get some one out to the ranch to fix and replace faulty equipment, or to terminate the rest of the contract on your end since you can't provide the service as promised. I only use the service approximately one week a month when I am at the ranch. The rest of the time it is unplugged and unused. It is hard to believe that the equipment would fail after less than 3 months of total use, unless you really have that faulty of equipment. It also took your installion company 3 attempts to find a person to install the satellite initially. As I was told by the installation tech, that no one wants to come out that far to install the equipment, since you only pay per installation, and that when you have an install that far away from anywhere, it makes it too hard to make money on their end. If you can't provide a service to an area, don't advertise that you can. I would like a call from the company letting me know what they plan to do with their service, preferable by someone that lives in the United States. I guess that may be hard, as according to their customer service in the Phillippines they don't have people that work for the company in the United States.

Business

Response:

October

1, 2013

Review: Hughesnet provides satellite internet services to rural areas. They charge a monthly fee based on bandwidth usage and if you use your allotted bandwidth within a month, you must either pay more money or accept speeds and latency that is over 1/100th of your plan speeds.

Your charges are based on the usage data they provide. On multiple occasions they have stated that my usage was about 3X over what I actually used..

When I called to complain, they first blamed my wireless router for eating 1/2 Gbit/day. Yes... 500M/day!

After speaking to three customer service reps I was told that I had used my bandwidth.

Finally, after my fourth request to speak to a manager, they agreed to a test of their system. It showed that their system was clocking usage even when no devices were connected to their modem. They offered a small amount of money back but they maybe charging everyone based on false usage reporting.Desired Settlement: This practice must be stopped. They should lose their license to provide services that they cannot monitor correctly. They are falsely charging customers for services they do not use. This is clearly fraud on a massive scale.

Business

Response:

[redacted]4:28 PM (16 hours ago)to meHi [redacted] you sent a complaint from a [redacted] and we will need more info as we have a multitude of [redacted] but none match his info. If you can get his DSS# that would help name and phone number he gave isn’t working. Thanks[redacted]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The account name is under my father-in-law ([redacted] - ###-###-####) which I pay and is #[redacted]

If you call him he will tell you to talk to me.

Regards,

Review: October 21, 2013

Dear Sir/Madam:

I wish to file a formal complaint against the following company;

Hughes Network Systems, [redacted] Maryland [redacted].

History:

On October 14, 2013 Hughes Network installed an satellite internet system at our house for a contracted speed of 5 MBS. The system from the beginning was extremely slow and I was told by the installer that it would "need time" to increase it's speed. On October 15, 2013 I contacted Hughes Network, and spent over an hour with technical support conducting diagnostic tests only to be told that, 1) there was a problem, 2) that the case was being "escalated" to a more advanced technical support team, and 3) that I would be contacted within 24 hours.

No calls were ever received back from Hughes Network. I called again on Friday, October 18, 2013 to cancel the account. I was convinced by [redacted] to allow Hughes Network one more chance in solving the problem. First of all he extended the cancellation period from 30 to 60 days (confirmation # [redacted]) and secondly assured me that he had talked to the supervisor of the advanced technical support team who assured [redacted] that a call back would be received by me no later than 8:00 p.m. local time; most likely within the next hour. This never happened.

Bases for the complaint:

I entered into a contract with Hughes Network to provide internet service at 5 MBS. The service never reached a download speed above 0.60 mbs, averaging 0.30 mbs! Upload speed was even worse and varied from 0.04 mbs to 0.06 mbs. Efforts to correct the problems repeatedly by me were never successful. Thus the terms of the contract were never met by Hughes Network.

On Monday, October 21, 2013 I contacted Hughes Network to cancel the service. The service was cancelled (confirmation # [redacted]) by [redacted], Account Manager and Supervisor. When I asked when the equipment would be removed, I was told that the responsibility for removing the equipment and returning it to Hughes Network was up to me. He said it was "in the paperwork." The only two paperwork items I have received were from the installer; a "HughesNet Installation Reference Sheet" and a "Welcome to HughesNet" handout. Neither of these items discusses return policies or fees.

I informed [redacted] that the dish was on the roof and I was unable to retrieve the equipment. He said I would be charged $100.00 for a technician to take down the equipment and it would still be up to me to send it back to Hughes Network. This return process and associated fees are unacceptable.

Solution Sought:

1) That Hughes Network take down and remove all equipment from this property at no charge to this account or property owners.

2) That all damage resulting from the installation and removal of said equipment be repaired back to the original condition prior to installation.

3) That all removal of equipment and repairs be completed within 5 days of an agreement.

4) That a written statement outlining the terms of the settlement be given to the undersigned within 24 hours of an agreement.

5) That this formal complaint become part of the Revdex.com's profile of Hughes Network Systems, LLC.

SincerelyDesired Settlement: see Attached document

Business

Response:

November 15,

2013

Review: Before I got Hughs net I asked do you Guaranteed speed I was told yes Second I asked could I remote in to my laptop I was told yes Third I asked could you do online gaming I was told with the New Gen4 yes I had three IT technician's out to set up remote to my laptop and a gaming box all three told me Hugh's net block the ports I called Hughs told me the ports was open So I called AOL so they could remote in to my laptop for fix some things I was sold Hughs blocks the ports I called 10/1/13 and was told by Hughs net They can not open the ports You CAN NOT GAME YOU CAN NOT REMOTE IN TO YOUR LAPTOP I was told when I got them it was a one year agreement I have my agreement it is Hughs told its a Two year agreement I have to VOICE MAILS ON TWO DIFFERNT PHONES TELLING ME THEY WOULD RELEASE ME OF MY AGREEMENT TODAY 10/2/13 I WAS TOLD THAT WAS NOT WHAT THEY SAID I HAVE TWO VOICE MAILS SAYING THAT IS WHAT THEY SAID I WAS PUT IN A CUE TODAY FOR OVER 1 AND 1/2 HOURS NO ONE CAME BACK WHEN YOU CALL FOR TEC SUPPORT IT THEY DON'T KNOW HOW TO FIX THE PROBLEM THEY PUT YOU IN A CUE NEVER COME BACK THEY HAVE THE NO SUPPORT NO ONE WILL TELL YOU THE TRUTH HUGH'S NET HAS ADS ON ARE LOCAL TV ALL THE TIME SAYING YOU CAN GAME CAN DO EVERY THING JUST LIKE DSL AS I TALKED TO A HUGHS NET REP LAST NIGHT I HAD HER LISON TO THE AD SHE SAID IT WASN'T THE TRUTH I WOULD LIKE FOR HUGH TO RELEASE ME OF MY AGREEMT NO CHARGE FOR NOT TELLING THE TRUTH ABOUT WHAT CAN AND CAN'T DODesired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE FOR HUGH TO RELEASE ME OF MY AGREEMT NO CHARGE FOR NOT TELLING THE TRUTH ABOUT WHAT CAN AND CAN'T DO IF THEY WILL NOT REALEASE ME ALLOW ME TO REMOTE IN TO MY MODEN TO REMOTE MY LAPTOP FOR WORK LIKE I WAS TOLD I COULD I ASKED THE TEC LAST NIGHT FOR THE PORT NUMBER THEY USE TO REMOTE IN SHE SAID NO

Business

Response:

November 21, 2013

Review: After talking with customer service , I was informed that the internet service they supply to there customers would slow down at peak times ,

After talking with customer service , I was informed that the internet service they supply to there customers would slow down at peak times ,it is so slow it can't be used when I need the service , so ,.. i'm paying for a monthly internet provider that I can not use , I just want out on my contract , we have a two year contract and i'm only a few months into it.Desired Settlement: I would just like to get out of my 2 years contract , with no termanation fees

Business

Response:

October 8,

2013

Trade

Practice Consultant

RevDex.com

1411 K

Street Northwest, 10th Floor

Washington,

DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **.

[redacted]:

In response

to your letter dated October 3, 2013, to the Executive Customer Care division

of Hughes, we have contacted **. [redacted] the owner of the account, in an

attempt to resolve the outstanding matter.

It is our understanding that **. [redacted] has concerns regarding his

account.

Our

Executive Customer Care representative reviewed all pertinent database records

prior to establishing contact with **. [redacted]. We sincerely apologize for any inconveniences

that have been caused to **. [redacted] during this time. As an executive courtesy, Hughes is

continuing to monitor **. [redacted]’s service over the next couple days. Should **. [redacted] decide to cancel his

service, Hughes has agreed to waive $100 off of the ETF to make the ETF $270.

We sincerely

regret any inconvenience **. [redacted] may have experienced and are hopeful our

actions will serve as a demonstration of our good faith. At this point, we would respectfully request

our response to this complaint be accepted as closure to the case. In the event you have any additional

questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of

Executive Support

###-###-####

v

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The customer service rep. that called was not helpful at all , he told me

that there service was not guaranteed , he said that the speed of the service

was not guaranteed at any certain time and that when there was more traffic on the network it would be slower ,

slower would be ok, but during prime times (when I use there service) from

approximately 6:00 pm to 10:00 pm it is so bad it's not usable , all I want is

to get Hughes net to release me from the reminder of my 2 year contract without

me paying the early termanation fee, I think that is reasonable for me to ask

out of a contract when the service the company is providing does not work during

the times that I need it to work . I just would like to get out of the reminder of the cotract without early termanation fees . so I can find a provider that will work for me . I do not think this is unresonable

Review: Did not receive services ordered. Tried to cancel was coerced to continue. Now they want a cancellation fee after 6 weeks of unacceptable services.

I ordered unlimited internet I received limited internet I called to cancel and was coerced to continue and was told I could cancel later if I was not satisfied. Upon canceling now they want a cancellation fee.Desired Settlement: Drop the cancellation fee

Business

Response:

December 26, 2013

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest 10th Floor

Washington, DC 20005-3404

Re: [redacted]

Case # [redacted]

Dear **. [redacted]:

In response to your letter dated December 15, 2013, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the service and speeds of his HughesNet service and is seeking to cancel without penalty.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted]. Our records indicate that **. [redacted]’s account was activated on July 22, 2013. **. [redacted] contacted our technical

support team on several occasions due to slow internet browsing speeds.

At the time **. [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his HughesNet service. Section 1.1 of 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 SPEED.”

**. [redacted] decided to leave HughesNet for another Internet service provider. Therefore, Hughes waived **. [redacted] early termination fees, in the amount of $400.00 on December 26, 2013. Hughes also issued a credit of $82.75 for **. [redacted]’s remaining service charges, leaving **. [redacted]’s account with a zero balance. Hughes removed **. [redacted]’s account from

collections, waived the claim, and ceased all collection efforts. While Hughes does use a collection agency,

Hughes does not report information to any credit reporting bureau with respect to our customer’s accounts.

We sincerely regret any inconvenience **. [redacted] may have experienced and are hopeful our actions will serve as a demonstration of our good faith. At this point, we would respectfully request our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration.

Sincerely,

Office of Executive Support

###-###-####

Review: I subscribed for an internet plan with HughesNet over the phone. An installer arrived and set up the system. Upon inquiry, they told me they were a subcontractor ([redacted] Technologies of [redacted]) and had me sign an "Installation Reference Sheet". In the first week of service I made several calls to the HughesNet Support Lines listed on the reference sheet (###-###-####, ###-###-####) to express concern at my very poor internet connection (after paying for the top of the line highest speed Gen 4 system) and also to find out about the equipment installed. They told me I'd need to pay an additional $10 a month protection plan fee to answer my questions and try to address these issues. Concerned at the Philippino based customer service and request for more money with no adequate technical support, I called a different customer service number I found online (###-###-####). The rep told me I had been signed up by an undisclosed 3rd party vendor and that this was the official HughesNet line, the others I’d called had been partner companies of the third party vendor. I was shocked and dismayed, this vendor had said they were HughesNet and never disclosed they were a third party vendor. The HughesNet rep cancelled the third party vendor, gave me a $10 credit for the extra fees and a confirmation number for my service plan. I've never received a formal contract or bills. There are automated deductions to my bank account that have increased significantly each month, from $53.84 to $66.40 and now to $76.40. The account number I've been given is not recognised by the HughesNet customer support or online customer care. I'm concerned about the discrepancies in billing, absence of the written contract and ter**, fearful that the third party vendor, which I didn't agree to is somehow still involved in my account and also struggling with an extremely poor internet connection. I don’t know who to trust or call to resolve this.Desired Settlement: I'd like: 1) a refund of the extra fees charged to my account without my consent or information, 2) final and written cancellation of whatever the third party vendor and relationship is, 3) a hard copy of the HughesNet contract and service plan, 4) itemized, hard copy bills, 5) effective technical support to address the service issues I’ve experienced since I signed up for HughesNet internet service and 6) accurate customer service contact information that does not involve third party vendors or subcontractors.

Business

Response:

December 6, 2013

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some concerns regarding her HughesNet service.

After further review, we have also issued a credit to the account that represents $10.00 off for (6) months.

**. [redacted] would need to be on invoice billing to receive a copy of her invoices in the mail. However, she may go to my.hughesnet.com to view and itemized statement.

In addition, we have sent **. [redacted] a copy of her ter** and conditions that will outline the express repair warranty in regards to her “third part vendor relationship”. We will also send a copy of the signed contract agreement.

**. [redacted] may contact our customer support team at ###-###-#### for any additional billing or technical concerns.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern.

If **. [redacted] has any additional questions about this resolution she may contact me at the number below.

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. Thank you very much for your consideration.

Very truly yours,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I signed up for the ‘Gen 4 system’ with HughesNet, ostensibly getting a discount bundle plan for $40/mos. The installer told me they were a sub-contractor and had me sign an "Installation Reference Sheet" advertising their company and giving ‘standard installation’ details, but no billing information or contract information. I immediately had issues with my Internet service, which was so slow I couldn’t complete basic operations like opening email or viewing attachments. During the first week of service I made multiple calls to the HughesNet Support Lines listed on the ‘reference sheet’ to address the connection issues. I also needed to find out if the installation was correct – as wires were exposed on the outside of the unit and neighbors told me this was not safe or normal for HughesNet satellite dishes. The customer service rep told me I had to pay for an additional $10/mos protection plan to answer my questions and fix these issues. Concerned at the request for more money and inadequate technical support, I called a different cr found online. To my shock and dismay this rep told me I had an account with a 3rd party vendor. He gave me a $10 credit for the extra fees charged and a confirmation number for my ‘new’ service plan that was supposedly directly with HughesNet. I noticed my billing was irregular and increased significantly each month. I tried to go online to see my account since I had no written info from HugheNet. The system would not let me access my account and told me there were 2 accounts with my ref number. When I requested a copy of my contract and terms, along with written bills, the reps refused and told me this could be found thru an internet search. I was also informed it’s part of HughesNet business practice to use 3rd-party vendors and not disclose this to customers. The final blow was after 15 hours of phone calls and being put on hold for 23 minutes when I asked to speak to a manager, I found out I’m not receiving Gen4 – which is apparently not available in my area (although this is what I was told I was purchasing and would get). Basically, what I was told when I signed up was a lie used to justify a higher cost plan. Despite numerous requests, I've never received a formal contract or bills. Automated deductions have increased significantly each month and not provided any details or explanations of fees ($53.84, $66.40, $76.40). I was not charged a pro-rated amount when I singed up (July 27, which would be 4 days of service), instead I was billed for the full month. I’ve also never received the promised ‘bundle’ credits. Additionally, the account number I've been given is not recognised by the HughesNet customer support or online customer care – so I cannot log into my account online. Since the reps refuse to send me any billing or contract details thru the mail I have no understanding of the contract of billing. I'm concerned about 1) the discrepancies in billing and extra unexplained fees, 2) absence of a written contract, terms and bills, 3) undisclosed third party vendors, 4) consistently poor internet connection and 5) failure to honor the terms of the ‘bundle’ plan, and 5) inability to access my account and info online or over the phone.

Regards,

Business

Response:

January 22, 2014

**. [redacted]

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that **. [redacted] has some additional concerns regarding her HughesNet service.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted] frustration and concern.

As previously stated, we would need for **. [redacted] to contact us directly to resolve any underlying issues with her service. She may contact me at the number below.

We left a message for **. [redacted] on 1/22/2014 advising her of our decision.

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. Thank you very much for your consideration.

Very truly yours,

Executive Customer Support

###-###-####

[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: I signed up for services with this provider in October of 2013 I believe. I was told when I first signed up for service that I was paying for speed of the internet not a limited amount. Until I was with the company for 2 months and then "ran out" of internet all of a sudden. It's only my 2 year old son and I and we hadn't changed our internet usage during that time, so I called when it was wasn't working and was informed at that time that it was a limited internet package that I had agreed to, which I had not. They assured me that I had plenty of internet service and that I should not run out. After another month of that, now December, I continued to "run out" of internet. So I called again and they said that I had used all of my internet again. They gave me some bonus internet to use and temporarily fixed the problem and assured me that my contract was out in March. At this point I started to review my paper invoice with much detail and noticed charges I hadn't noticed before. Prior to this they were charging me whatever they wanted to the day the bill "generated" without telling me that amount first. So I called and switched to paper invoice. On the very first paper invoice I received I noticed a charge for "express repair" as well as an "invoice charge". I called and they complained saying that I didn't want the "express repair" I told them that when I first signed up for service. They said they wouldn't charge me any further, I complained and requested they refund it for the entire time I had it. The rep then said that they couldn't refund it, after complaining over and over for about an hour, the rep finally agreed to credit my account about $9.96, not even the entire charge of the fee for that month alone. I was not happy at all, seeing as how they secretively charged me that fee for a couple months prior to that. I also complained about the way they billed. They force you to pay whatever they want to charge if you do paperless billing or be charged $5.00/mo for an invoice to be printed and mailed, explaining the charges. Also while on the phone they failed to inform me that my contract was out in March of 2015, not March of 2014, like they made it seem. I threatened to cancel my service and they again gave me more internet, temporarily. I had trouble again this month, so again I called. Once again I was informed that my internet, specifically my [redacted] that I had just signed up for the day before apparently used all my internet up. I asked how that was even possible, they just kept asking if I monitored my usage online, instead of addressing the issue at hand. They continued to try to blame me for using too much internet. I and my son are both gone from 6:30am until 6:30 pm and there is no way that we use up that much internet during the 3 hours we are home in the evenings. I am being told every time I call that I will be charged more than $300 to cancel my services! This is NOT what I signed up for and I think they are lying about my usage. I have asked numerous people as well as researched the company online. There are absolutely NO good reviews online for this company. I am simply asking they company to be fair about the product that they offered when I first signed up for services or allow me to get out of my contract without a fee and move to a provider that does business in a professional manner and abides by their contract. This company is not fair, they are a SCAM! They are using everyone that has service with them. It is not fair to be continuously forced to upgrade the package for more money and still not even have enough internet to watch [redacted] or browse the web the couple hours a week that we do.Desired Settlement: I am requesting that I am charged the original amount of my contract, be able to now cancel the service and be refunded the money that they charged me extra for all the additional internet that they are requiring me to purchase. I am also asking to cancel my contract without being charged a cancellation fee. This company SHOULD NOT be in business. I am sure that the Revdex.com has had many complaints about this business already and it wouldn't surprise me if there were a lawsuit happening soon, if not already.

Business

Response:

February 20, 2014

Trade Practice Consultant

Revdex.com

1411 K Street Northwest, 10th Floor

Washington DC 20005-3404

Re: [redacted]

File # [redacted]

Dear **. [redacted]:

It is our understanding that **. [redacted] has some concerns regarding her service.

Relative to **. [redacted]’s concerns in regards to our 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. Hughes is unable to revise the Fair Access Policy due to shared bandwidth.

While Hughes makes every effort to disclose our benefits and limitations, Hughes understands **. [redacted]’s frustration and concern. As a result, we have applied tokens to **. [redacted]’s account.

We have also review **. [redacted]’s fluctuations in bill cycle which is due to the adding and removing specific plans such as the express repair and invoice fee. Unfortunately we are unable to cancel the account without penalty. However, we have added a discount of $30.00 off for (6) months to the account.

If **. [redacted] has any additional questions she may contact me at the number below.

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,

Executive Customer Support

###-###-####

[email protected]

Review: Copy of letter I mailed to Hughesnet.

Thursday, January 16, 2014

Hughes Network System [redacted]

TO WHOM IT MAY CONCERN,

RE: [redacted] The following is summary of my experience with your company that has left a bad taste for Hughes Network System.

1. I CANCELED my Hughes Network satellite service in Aug. 2013.

2. I returned the equipment requested in the box sent to me by Hughes Network.

3. Aug. 20, 2013 Hughes Network debited my account for .78 cents for monthly bill.

4. Sept 23, 2013 Hughes Network deposited .78 cents back into my account.

5. Nov. 20,2013 Hughes Network debited my account for $208.45

6. December 2013 when balancing my account I discovered the unauthorized Hughes Network withdrawal of $208.45.

7. I called ###-###-#### and after a exasperating 45 plus minute conversation during which the clerk continued checking their record for an explanation of the withdrawal:

a. I was accused of not returning equipment

b. asked for a tracking number of the box I did returned-in Aug 2013

c. told my modem had been returned , but not a another piece of equipment

d. I was asked to go outside and look on the satellite dish for something, to which I refused to do, as I am a senior & there way snow & ice outside.

e. Finally I stated “I have been on this phone long enough, if you can’t find your records it’s not my problem. If you need something off the satellite dish that you refused to come and get when I discontinued my service; then you need to come and get it. it’s on the ground under a tree left for me to pay to get rid of it.

8. Tired of being put on hold & the go around on the phone I stated, “I returned everything I was told to return and I wanted my $208.45 returned immediately and if you can’t find whatever equipment you are looking for it’s not my problem and I am going to hang up. “

9. December 16, 2013 a serviceman arrived and stated he needed to remove something from the satellite dish, to which I gave him permission.

a. He removed a hunk of metal (photo attached) and gave it to me, ask me to sign a paper stating I would be responsible for a fee, I refused to sigh that one.

b. I did sign the bottom of paper with the number of the item removed (copy attached).

c. The serviceman said Hughes Network would send me a box for its return.

10. Received a letter dated January 3, 2014 from Hughes Network Syste** .

a. demanding payment

b. threaten service will be suspended

c. threaten early termination fees

d. copy of letter attached.

11. As of today, Thursday, January 16, 2014, I have received no corresponded from Hughes Network concerning the item removed from the satellite dish by the serviceman .

12. My account has been closed and my bank account credited for the $208.45. (by my bank)

13. THE PURPOSE OF THE LETTER IS TO PROTECT MY CREDIT RATING AND TO STOP HUGHES NETWORK FROM FURTHER ATTEMPTS TO COLLECT UNJUSTIFIED FEES.

14. TO NOTIFY THE Revdex.com OF THE UNSATISFACTORY SERVICE FROM HUGHES NETWORK SYSTE** IF THIS CAN NOT BE RESOLVED.

[redacted] & [redacted]

Attachments: Hughes Network System letter

HughesNet Equipment De-Install

Photo of metal part

--------------------------------------------------------------------------------...⇄ />
PART 2

After receiving several computer calls requesting that I call I did.

January 31,2014 1:34:39 PM

I called Hughesnet at ###-###-####

Requested to speak to a supervisor and was give the run around , put on hold and finally was told sup was busy and could not speak to me. I demanded that a supervisor call me back in 2 hours.

Feburary 2,2014 10:20:01 AM-have not received a return call from anyone

February 19, 2014

Received a call from (collection agency?) Told person I did not owe any money to Hughesnet and I had written a letter to them. Requested a mailing address for them & told her I would forward a copy of the letter I sent to Hughnet. Also said I would file a complaint with the Revdex.com.

Their address was ([redacted])Desired Settlement: Believe Hughnet has turn this over to a collection agency, want all collection action stopped and removed from my credit rating. Stop Contacting Me. Come and get this hunk of metal they removed from the dish.

Business

Response:

March 12, 2014

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, we haven’t attempted to contact **. [redacted] per request 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 **. [redacted]’s account was activated on June 20, 2005 and requested to cancel her service on August 8, 2013.

Due to the account being cancelled outside of the 24 month commitment period, there is no contractual agreement and the early termination fee of $400 does not apply. **. [redacted]’s account has be credited the disputed amount of $208.45 leaving her with a $0.00 balance.

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,

Executive Customer Support

###-###-####

[email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: Back in December 2013, I had cancelled my Hughes net account within the 30 days of service (I cancelled it 5 days after), they sent me a box in January 2014 to send my equipment back in which I did the next day in january 2014. A week later they charged y credit card for 99 dollars and some change in which it was fine as it was the final bill. In March of 2014 they are continuing to try to charge my credit card for the monthly charge in which it was cancelled back in November or december of 2013.Desired Settlement: I want the billing adjusted to show it was cancelled back in November in 2013 with the 30 days. I do not owe any current charges in March as it was cancelled all accounts and to stop harrassing me and sent me an letter stating this and saying sorry for the mis understanding.

Business

Response:

April 14, 2014 [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, we are unfortunately unable to contact **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service. In order to bring resolution to **. [redacted] complaint, Hughes would need the account number or phone number associated with the account. **. [redacted] may email his account information to the email address below putting my name in the subject field or he may contact me at the number below for closure. Hughes is wholly committed to clarifying the nature **. [redacted]’s concerns and expectations relative to her account. We look forward to addressing these concerns as soon as possible, and are appreciative of your efforts in facilitating contact with Ms. [redacted]. Very truly yours, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Last fall our HughesNet internet stopped working. We contacted them and after doing an online diagnostic, the technician, overseas somewhere, said their equipment was faulty and they would have a local tech contact us to schedule a repair date. The technicial, when he called, suggested they replace the equipment with newer generation equipment since it had to be replaced anyway. There was never any discussion of a new contract extending our time period commitment, nor was any contract signed. Now, when we tried to cancel our service via phone two days ago, the customer "service" rep said we signed a new contract for an additional 2 years at the time of the repair/upgrade and we would have to pay a fee of $355 dollars to end this early. We emailed HughesNet today to try to get someone higher up to address this, provided explanation, and indicated that we would either like to see a copy of the contract they said we signed, or they were to cancel our service without the early termination penalty fee. They responded a few hours later and now say that we upgraded online and therefore they do not have a signed contract (which is in direct conflict with what we were initially told, and seems pretty apparent they changed their story when we called them out on the "you signed a contract" statement ). The irony here, of course, is that it would be pretty difficult for us to have upgraded and agreed to a new contract online since our internet was out, which was the reason for the call in the first place--and it did not start working again until their tech came out and did the work. Bottom line, we never signed a new contract nor did we sign up online for an upgrade, and find the business practices we experienced from HughesNet appallingly dishonest.Desired Settlement: Cancellation of HugheNet service/contract without any early cancelation/termination fee

Business

Response:

April 16, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 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 his HughesNet service. Please be advised when **. [redacted] subscribed to the HughesNet Service, he expressly agreed that he would be subject 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. As a result of **. [redacted]’s circumstances, Hughes will waive half of the early termination fee upon cancellation. **. [redacted] needs to return the equipment within 45 days of the cancellation date to avoid being charged and unreturned fee. **. [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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: Company withdrew $300.00 from our checking account without it being authorized for a part we hadnt returned. We returned part and were told we would get a refund of our $300.00. They received part on April 22,2014 and we have still yet to receive our refund. We have called Hughes Net multiple times and they have been rude and jerked us around saying we would habe to wait 45days for a check refund. We have been waiting way past thst for our money. We have called multiple times asking where the chefk is and they tell us that they will call us and let us know where the check is. They have not honored this at all. They have jerked us around and lied to us and ontop of that made an unauthorized withdrawal from our account in which they had ni right doing. We need our money! Were not rich we live paycheck to paycheck and when they took thst $300.00 out of our checking account which was unauthorized it put us in a huge bind financially and were still playing catch up from it. We need our money!!Desired Settlement: $300.00 we are owed and an apology for the trouble and how we were treated.

Business

Response:

June 24, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 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 about his service and is seeking to have a $300.00 equipment refund. After further review, we were only able to retrieve a [redacted] account for **. [redacted]. If **. [redacted] concerns are associated with his [redacted] account he would need to call ###-###-####. If the concerns are associated with his Hughes account; we would need the phone number or account number. **. [redacted] may contact me at the number below to provide the required information. 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Review: I had Hughes Net be installed at my home 2 months and 13 days ago. First to start neighbor helped me with her debit card to have internet installed. Also as a man taking the order for the internet was placing me on hold so he could talk to my neighbor. This was to get her card information, I was never put on hold I was on mute and heard the entire conversation my neighbor had with this Man named [redacted]. It was to be only $40, and was promised to her and myself that it would only cost that for the install. After internet was installed worked fine for 3 days and 2 things happened then. My neighbor came to me stating Hughes Net took $167.42 off her debit card and not the $40. I also did not have internet as well. I called Hughes Net, the internet was slow according to the woman I spoke with doing a system test. This woman was telling me I use up all the data I had gotten with my plan I had chosen to take when I set up the services. I was on the internet 1 time when this took place. And I was not happy she argued with me, and even saying my internet was working fine by them. I was asking them why is it slow yet they said I had to purchase a coin to have my internet go faster or it was gonna run slow yet. First if I got the plan with the most data plan to it and myself only using it once should not have used up that much data, and that is myself not even going on it. And then purchase a coin for faster speed when it was to be that way in the first place. For the next few weeks it was very had for me to get on the computer. I have to use my computer for work, school and whatever. I then ended up calling Hughes net again and wanted to talk to someone who could help me as to why I was not having internet or phone service. This time some one told me that they were sending a new modem box. And then lowered my bill. This person and I went over the bill to see what was going on. He lowered my bill. Once getting the new modem, after installing it did the same thing and I called which again I was put through more grief of having to purchase a token/coin to get data to be on the internet. Through the 2 months having Hughsnet I was never treated well nor my internet did not work. And to start out with my neighbors conversation with her was not put on hold but muted so I heard all of her card information and the conversation she had with [redacted]. Also when all the testing was done I called anywhere from 2 to 3 hours before I went to work due to having to get information for work. And would be on the phone with a tech from 1 to 2 hours. I even told them I had to work each time I was told they where almost finished. There were a few days I was late for work. When I would tell them how I had to go to work and also had to how long I was on the line with them. A couple of the represenitives would say I was only on the line for a half hour or so. These people did not listen to me when I told them that I had been keeping an eye on the time due to myself having to go to work. And when I wanted to end the service after the 2nd month I was told to give them a chance. I did stop payment on the last payment due to not having the service and when I called I always gotten bad mouthed, nothing was working with my internet and etc. When I talked to someone again on Monday June 16th and wanted to tell them I wish to send the equipment back they went on to say I need to listen to them now, and I told them I am and they were not listening to me. I feel that them asking me also for another credit card was very inappropriate when I told them I was cancelling the service and that I would like to send equipment back. I was argued with so I did hang up due to not wanting to be yelled at no more.Desired Settlement: I wish for a total refund of what I paid for of 167.42 and the payment I made already. Also would like to be paid for the hours I was on the phone with them and not getting no where with getting the problem fixed. I feel that this service was not to the standard and the inappropriate talking and disrespect that was given was wrong no consumer should have that.

Business

Response:

July 8, 2014 [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, we have attempted to contact **. [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 **. [redacted]’s service was activated on March 21, 2014. On June 17, 2014, **. [redacted] called to request to cancel her account but the cancellation wasn’t processed because **. [redacted] terminated the call prior to agreeing to terms and conditions of the cancellation Regarding **. [redacted]’s request to receive a refund for the initial payment of $164.79 that amount is a valid charge for services rendered and it was billed to another credit card that was previously on the account. **. [redacted] called on May 21, 2014 to request a due date extension to make her payment. A due date extension was processed and her next payment was due by June 1, 2014 which she consented to, however that payment wasn’t made which led to the account being in a soft disconnect status requiring payment to be able to use the service. If **. [redacted] still wishes to cancel service, she will need to contact customer support at ###-###-#### and once she verifies the number on the account say the word cancel to be directed to the account management team. 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]

Review: We joined this company for internet service as the previous owner had it and we thought it would be an acceptable provider. We needed the service for internet and [redacted] and explained that to the rep over the phone, we were interested in the lowest price possible to fit our needs. He recommended the $39 special for 3 months and then it would go to $49 after. He also said there would be 3 options that would be free for 3 months and we could choose to keep them and pay additional fee or cancel. We paid the $49 +tax for initial due to installation, the next bill jumped up to $71. We disregarded it until the next bill came in (it was direct withdrawal from our checking account) and it was again $71 which sent a red flag to get explanation. We called the company on 3/13/14 and was informed that the extra amount was due to the charge of $49 + the additional charges which included insurance for if we had an issue with the box, we would only have to pay $29 instead of $125 to get it replaced. She also advised me that since our last bill on 3/8/14 we no longer had any service left for the month. I was never told there would be a CAP on the service for one thing, and we use internet very minimally and she told me there was a high usage on 3/9/14 @1:00am. She said the only way we would have any service for the rest of the month would be if we added another $10 for additional 5mb of internet. So now with the boost in the megabites of service, our new bill will be $81 which is a far cry from $39 we signed up for. We have written the company and cancelled our service. We feel very deceived about the extent of the service and the fee they charged which is very important as we do not want to pay for something we use infrequently. Buyer be aware!Desired Settlement: We want to be excused of all responsibility of this account, no early cancellation fees. We will be happy to return the equipment or have a rep stop in to collect the equipment.

Business

Response:

April 12, 2014 **. [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] Case # [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 her HughesNet service. Regarding request to cancel without penalty, please be advised that when **. [redacted] subscribed to the HughesNet Service, 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 **. [redacted]’s circumstances, Hughes agrees to make an exception regarding our cancelation policy. After further review, Hughes will waive half of the early termination fee. **. [redacted] would need to contact me with her preferred cancellation date. In addition, the equipment needs to be shipped back within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. A box and pre-paid label will be sent to the address on file for the successful return. 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, [redacted] Executive Customer Support ###-###-#### [email protected]

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The attached "contract" is a document I have NEVER seen before today. I did not sign such agreement. I do not accept the company's response and do not agree with the "reduction of fee" for "early cancellation". This company did not hold true to their obligation to what I was told about my service and fees to be deducted out of my account. This company cannot continue to keep their customers with this kind of customer service.

Review: Business did not provide services theyclaimed to provide. Business was called to cancel at least 5 times, each time promised that I would be able to have internet service for longer than one day a month. Each time I was disappointed. When I asked to cancel because of previous problems, I was told that I would have to pay a $370 cancellation fee. I told them this was not acceptable, and they were not authorized to charge this fee to my debit card, which they had this on file. I did repeat at least 4 times that they werer not authorized to debit my card for this fee, as I dsputed that I was given any service in the five months I had the "service".Desired Settlement: no cancellation fee

Business

Response:

July 29, 2014 [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 her HughesNet service. Our Executive Customer Support representative reviewed all pertinent database records. Our records indicate that [redacted]’s service was activated on March 14, 2014. [redacted] initially requested to cancel the service on April 14, 2014 and was granted an extension of the 30 day period to cancel without penalty. [redacted] did request to cancel the service again the following month. On July 11, 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 $370.00. 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. 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. In light of the difficulties [redacted] experienced with our service, we have issued a credit of $370.00 to her account representing the early termination fee. We sincerely regret any inconvenience that [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. 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]

Review: Sent to Collection Agency for a $240.48 bill for equipment already returned to HughesNet, who refuses to provide written proof of debt forgiveness.

I recieved a bill for $240.48 from HughesNet for an unpaid balance in March. I had cancelled service in January and had mailed back all required equipment. I called in March, and was informed by the HughesNet Employee it was for an unreturned radio transmitter. The employee sent me the return package, and I returned the radio transmitter. I was informed by HughesNet that this would clear my account and that I did not owe any money to the company. In June 2014, I received a letter from [redacted] a Collection agency for collection of $240.48 from their customer Hughes Network Systems client account number [redacted], [redacted] Account # [redacted]. I phoned HughesNet and asked them to provide a letter stating that this debt was not owed to them and to remove this from my trade line on my credit report, they refused, stating that they (HughesNet) does not provide written proof of debt forgiveness, and that I should just take their word that it was taken care of. They did provide me a reference number [redacted]....not sure how that will translate to the credit bureaus. The main reason I cancelled service is due to their horrible customer service, and this once again is proof. I have reported them to [redacted], our local news company, and many other military friendly organizations.Desired Settlement: I desire a letter stating that this debt is paid in full and that this debt should be removed from my trade line on my credit report.

Business

Response:

July 30, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the Executive Customer Care division of Hughes, it is our understanding that [redacted] has some concerns regarding his HughesNet service and is seeking a credit for returned equipment. Our Executive Customer Care representative reviewed all pertinent database records. Please be advised that our subscriber agreement contains specific language advising our customers “Hughes is not obligated to de-install, the antenna, mount, or any cables. If 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 charges.” Lease customers’ are required to return the equipment within 45 days to avoid being charged an unreturned fee. After further review, we have issued a credit for the return of the equipment of $240.48. The closing balance is $0.00. [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 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, Ecole F[redacted] Executive Customer Care ###-###-#### [email protected]

Review: I have been lied to MULTIPLE times but this company. I called and got a quote from this company and decided to go with it as I was told that I would be able to stream multiple things as I stated that I would be streaming lots of Netflix movies due to not having cable at the time and was told that it would be perfect for that the package plan that I had received upon that I was told what the bill was going to be and the bill was higher and high not one month it was constant. So I called back as I did not get the quality streaming I had been promised and to discuss my bill as there is no easy way to log onto their online system to review the account. Come to find out that the person I had spoken to first did not mention the other charges that were then applied to my account. I was never reimbursed and was told to upgrade my account as the package was wrong. I upgraded my account and guess what?! It did not fix the problem. Called back and told them to cancel the account and was then CHARGED by Hughesnet a bogus charge while waiting for the final bill. I do not feel like I should owe anything in terminating the contract because I was LIED to to begin with. I went into this contract without the proper disclosures of what would be happening. Customer service is absolutely no help at all as they make it out to you are the bad guy and you have done something wrong.Desired Settlement: I want my disconnect fees to not be applicable. I have no problem paying for any service used in cancelling this account but I should not be punished for cancelling a commitment that was completely a lie to begin with. I should not be charged for services that have not been used since June which I have been. This is beyond ridiculous I will also send back all equipment which I am waiting for the box this needs to be closed out and resolved.

Business

Response:

August 18, 2014 [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, we have contacted [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 service was activated on March 15, 2014. On July 29, 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 $355.00. 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 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. In light of the difficulties [redacted] experienced with our service, we have issued a total credit of $224.21 to his account representing half of the early termination fee and a credit for the months charged of having zone alarm, pc essentials, and express repair. [redacted] will also receive a return kit so that he can return his leased equipment without having to pay for the cost of shipping the equipment back. 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]

Review: I cancelled my hughesnet service at the end of January 2014. I was told that I would need to remove equipment from the satellite dish, which seemed dangerous but I was told it was my responsibility so I complied with. I furnished Hughesnet with my new address and was told that they would send me a shipping box to return said equipment. The box did not arrive but was sent to my previous address. I called to again change my address. This process has continued for 12 phone calls. I have yet to receive the box to ship the equipment and I refuse to pay to send it myself. It seems that shipping to a correct address should be something any competent business would be capable. I have been given a myriad of excuses, the latest person stating "that's weird, we have the right address but there is no tracking number from [redacted] so they must have lost it". My account has now been sent to a collection agency. I am receiving rude and harassing phone calls over a bill that I do not owe. The collection agency called my senior parents. I have been told that Hughesnet would contact the collection agency but the calls keep coming. This issue began last wednesday so I have not been letting it slide.Desired Settlement: I need Hughesnet to contact the collection agency and make any necessary reparations to my credit. I still have their equipment which I don't mind sending back but will need the box to do so.

Business

Response:

August 15, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 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 about her account and is seeking a box to return the equipment. Our Executive Customer Support reviewed all pertinent database records prior attempting to establish contact with [redacted]. After further review, please be advised that when [redacted] subscribed to the HughesNet Service, she 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. After further review, we have record that the box was received for the return of [redacted]’s equipment on 07/30/2014. Once the returned equipment is received; a credit of $210.00 will be applied to the account. While [redacted]’s account went to our collections department, Hughes does not report information to any credit reporting bureau with respect to our customers’ accounts. We attempted to leave [redacted] a message informing her of our decision on 08/15/2014. [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 F[redacted] Executive Customer Support [redacted] [email protected]

Review: Ordered Internet service, based on information provided by customer service rep and the web page. Promising me (and family) that we would have faster dial up, and could run watch videos, [redacted], check email, go on facebook, and search the internet. I was never told the amount of "data" on the plan was split between daytime use and use between 2AM-6AM (who is on line in the middle of the night, not myself or 3 kids). the first month (of the trial period, 30 days to evaluate) went great. we were able to utilize the interent on our smart phones, ipad and lap tops. no issues with slow service or "no service". 2nd month, we ran out of data allowance with in 2 weeks. Much to my confusion and concern. we did not change any of our habits, have our wireless router coded (so no one else can use it). how could we run out. customer service then explained that I could get more data with "tokens" and I had some available. they then "gave" me token data. NEVER TOLD ME THAT THERE WAS A FEE FOR EACH TOKEN, JUST THAT I HAD SOME AVAILABLE. Month 3 ran out of data in less than 10 days, and again was told that we must be running to much. I TURNED OFF OUR WIRELESS PRINTER, STOPPED USING THE DESK TOP AND THE LAP TOP, KIDS STARTED USING DATA FOR CELL PHONE CARRIER AT THE END OF THE 2ND MONTH TO HELP CONTROL THE USAGE. Again customer service said that they could only "up" my play for an additional fee. that was the only solution. NEVER WAS I TOLD DURING THE INITAL CALL THAT THE DATA "RUNS OUT" AND THE DATA AMOUNT QUOTED IS SPLIT BETWEEN DAY AND MIDDLE OF THE NIGHT USAGE. THEY OFFER NO SOLUTIONS AS TO WHY WE RUN OUT (WE DONT GAME IN OUR HOUSE). THEY SAID BASED ON WHAT WE USED INTERENT FOR THE "BASIC PLAN" WAS SUITABLE. NOTI want out of my contract, they say there is a "early termination" fee. BUT I am NOT getting what they promised me, and that is a deal breaker.Please helpDesired Settlement: I want to cancel my service with no "early termination" feeI am not getting what they promised!

Business

Response:

September 2, 2014 [redacted] Trade Practice Consultant Revdex.com 1411 K Street Northwest, 10th Floor Washington DC 20005-3404 Re: [redacted] File# [redacted] Dear [redacted]: In response to your letter to the executive customer care division of Hughes, it is our understanding that [redacted] has some concerns regarding her service and would like to cancel without penalty. Our executive customer care representative reviewed all pertinent database records. “To ensure fair Internet access for all HughesNet® Gen4 subscribers, Hughes maintains a special Fair Access Policy for these subscribers. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Data Allowance to each service plan that limits the amount of data that may be downloaded or uploaded within a one-month period. Subscribers who exceed this limit will experience a temporary reduction of speed.” When there is unexplained usage; Hughes would need to go through several troubleshooting steps to uncover the underlying issues. Multiple devices in the home will also contribute to usage on the account. In addition, customers’ computers and routers are checked to make sure this is not a contributing factor to excess usage as well. While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, Hughes has added (10) tokens to the account. 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. 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. In light of the issues [redacted] had with our service; Hughes can waive half of the early termination fee. [redacted] would need to contact me with her preferred cancellation date. The equipment needs to be shipped back within 45 days of the cancellation date. A box and a prepaid label will be shipped to the address on file for the successful return. [redacted] would need to contact me directly 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 F[redacted] Sr. Executive Customer Support ###-###-#### [email protected]