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: 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 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:

Do NOT use this company. Not worth the hassle!!! They over charged me for the equipment that I can't get off my roof. They will charge me 100 to come get it. What?! Or I can pay 200 for the equipment.
The internet speed stink. Do not use them EVER!!!

Review: Hughes Net was contacted because we were not able to get wifi access through our computer. A representative in the technical support department said that the problem was probably with the router, and would need to transfer the call to the home support line, but he would explain everything to them first, then transfer the call. Someone picked up and said they had not been briefed by Hughes Net, but would transfer the call again to someone else who could help. A man named [redacted] answered, and said that the problem was in the network configuration, and only they had the software to fix it. He put the call on hold to "confer with another technician", and then came back to say "Yep, that's what it is. We can do this for a one time fee of $99 if you like." He said only they had the software to "get into your computer and figure it out". I declined the service and ended the call. I was given a case number by Hughes Net, and the "Home Support Line" asked me for the number, and said they had pulled up the information. I was only told by the Hughes Net operator that the repair may result in additional charges, and he asked if I was ok with that. He had also said he thought it was the router, so not knowing the warranty status or any other info, I replied that it would depend on what the outcome was. I was never told about some 3rd party service that was going to charge $99. I reset the router and restored wireless connection, but should it go out again due to a faulty router, Hughes Net needs to replace it with a correctly working one, and rehaul their practice of using this Home Support line, which is very unprofessional and seems like a scam due to its hidden nature of fees and proclamations that only they have software programs to get into my computer that I won't have.Desired Settlement: Hughes Net needs to look into this situation. The Home Support direct line is [redacted], at least that's the number "[redacted]" gave to me. In addition, if the router proves to be faulty and doesn't hold the signal, the router should be replaced at no charge.

Business

Response:

March 18, 2013

Review: I have not been a customer of HughesNet since January, 2013. They decided after 10 months, to debit my card for $200.00 with no authorization.

They debited my card (which I requested be removed from their files) for $200.00 on October 23, 2013 which put my account into overdraft. They claimed it was due to a piece of equipment not returned, but that equipment was from the Satellite dish, and the installer removed it. I sent in the modem as requested. All of a sudden, 10 months later they erroniously take $200.00 from my account. My account went into overdraft and I bounced 7 checks. When I notified them of this, they promised to refund the money immediately. I still cannot get them to refund this error and it's been 16 days. My rent has bounced, credit card payment, utility payments and grocery bills have all been returned. I need for them to FIX this. It is no longer $200.00.Desired Settlement: I need the $200.00 back immediately - and the fees they created on my account totalling $400.00 (25.00 for each check returned, and fees from my landlord, utility companies and credit card for bounced checks) IMMEDIATELY. Total is $600.00

Business

Response:

November 25,

2013

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: 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: I placed the following order by phone with HughesNet Systems:

The Summary of your order:

Order Number: [redacted]

Payment Option: Lease -

Service Plan: HughesNet Gen4 Power - $59.99

Site Account Number (SAN): [redacted]

PIN #: [redacted]

I was told that the system would be compatable with online gaming and discovered after the installation, that it was not. I called their 800 number to cancel the service and have several case id numbers and each time, the customer service company just puts me on hold and never returns to our conversation, or either they disconnect our call. All I want to do is cancel the service. I was able to go to their website today and chat with a live respresentative who told me that they could not cancel my service via chat, but that she would have someone contact me within 1-3 business days from today to cancel the service. She also issued me a Case ID# [redacted]. I thanked her for her time and told her that I wished the customer service representives who answer the 800 number was as kind and helpful as she was.Desired Settlement: First and foremost, I want to cancel the service, and I would like to see any billing or charges made via bank draft adjusted back to my bank account, if they attempt to charge me. I called my bank and stopped the bank draft today after I called your company.

Business

Response:

March 18, 2013

I also fell into their trap, the worst people to work with can't get a straight answer out of anyone. Called with no service for 2 weeks after a storm, no heavy winds, to have tech. (after paying $125.00 service fee) tell me the company who installed the dish didn't anchor it to the roof, got an email from that company, well, never called me to set up appointment, finally called Hughes Net back and guess what they wanted another $125.00 to come out again, kept telling the person (who couldn't speak English) all I wanted was the phone number to the people who installed the dish, well finally got it. Called the company and they couldn't look up my account because I have had Hughes Net for more than 2 months their files only go back that far. So I have to go through H.N. first and pay another $125.00 to tell me what I already know. Not going to do that. I also have TV with a dish that doesn't move at all. All I want is the dish attached and pointed the right way, I didn't do anything wrong but they expect me to pay again to fix their problem, and I have to suffer for it, I am raising a grandchild and don' have all kinds of money lying around. So I guess I will have to pay the $300.00 for a early release from my contract just as soon as I can.

Review: ON JULY23rd I ORDERED WIRELESS SERVICES FOR MY BUSINESS. THE REASONS I PLACED THE ORDER ARE , a) THE REP ASSURED THAT THE SERVICES WILL BE PROVIDED WITHIN 3 DAYS. b) THE PRICE OF $ 95 APPOROX FOR THE SERVICES WITH NO ACTIVATION AND INSTALLATION FEES.

9 DAYS LATER, AUGUST 1 st, THE INDEPENDENT CONTRACTOR OUTSOURCED BY HUGHES SYSTEMS, NOT ONLY COULD NOT PROVIDE THE SRVICES ,COLLECTED A FEE OF $50 DOLLARS. IN ADDITION SHE WANT ME TO INSTALL A SYSTEM FOR $ 3000 TO PROVIDE INTERNET SERVICES FOR MY BUSINESS. I ASKED HER TO REMOVE ALL INSTALLATION AS I DID NOT AGREE FOR THE PRICE QUOTED OF $ 3000. ON AUG 1st, I CANCELLED MY ORDRE VIA THE EMAIL SEND TO ME. ON AUG 2nd, I EMAILED MY SECOND REQUEST TO CANCEL MY ORDER. I ALSO CALLED THE SALES DIVISION TO CANCEL MY ORDER ON AUG 2nd. ON AUG 4tH I SEND IN MY REQUEST FOR $ 50 REFUND THAT I PAYED FOR THE CONTRACTOR. TILL THIS DAY THEY ARE BILLING FOR SERVICES I DON"T HAVE. ON 10/23/13, I FAXED MY EMAIL FROM AUG 1st, 2ND, & 3rd, REQUESTING MY ORDER BE CANCELLED. THE NUMBER THAT FAXED WAS [redacted]. MY REFERENCE NUMBERS ARE [redacted] AND [redacted].Desired Settlement: I WANT MY CHARGES TO BE CANCELLED AND ACCOUNT TO BR RECONCILED. $ 50 REFUND FOR THE INSTALLATION TAKEN BY THE CONTRACTOR.

Business

Response:

After reviewing the customers' order and related documentation it is clear there was a misunderstanding between the sales agent and the customers expectation on the services ordered for $79/month.

Because of this missunderstanding, Hughes will be retroactively cancelling the service to August 2 and crediting the associated service fees.

Consumer

Response:

[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.]

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,

From: [redacted]

Date: Sat, Nov 16, 2013 at 9:20 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

I accept the response.

Review: Everything about Hughes Net internet is bad. Service, Customer Service, Contract, Service People, Over Priced.

I got Hughes Net internet service May of 2012. At first we had the highest internet they had it was ok at first then the problems started. The internet was in and out all the time. I call Hughes Net and they call for there tech to come out to the house to look at it. The tech was schedule to come he never come he called hours after he was suppose to be there and said he was not coming and rescheduled for a week later. The day comes for him to come back out and calls the day of and has to rescheduled for another day. He finally comes out and was hours late. He comes for a few mins and says there is nothing wrong and if I got to come back out you are going to be charged. The internet still going in and out of service at this time. So I call to cancel the service. At this time they tell me that I have a one year contract which no one told me about from the start. So we lowered the service to the cheapest service because the service could not get any worse. We was right it was just as fast as the other service and the first service was $90 a month and the second was $60. So for $30 you would think there would be a big difference in speed but there was not. So we live with this sorry internet service from May 2012 till Feb. 24 2013 at this point the internet was going out every night it was so slow you did not want to get online because of how long you had to wait if it was working. So on the 24th I called to find out how much it would cost to get out of the contract that was up in May that we knew nothing about when we signed up. We was not going to cancel at this time just finding out how much it would cost so we could shop around. We called and guess what another surprise know they say it will cost you $280 to get out. We ask why $280 for a few months and at this time the contract went from nobody telling us we are in a contract to a 1 year contract now they say we signed a 2 year contract. I tell them I did not ever sign a contract from the start and nobody told me about any contract and they said you sign one. I asked if he had a copy because I wanted to see it and for him to email it or fax it to me. He could not come up with anything that we signed but keep telling us you are in a 2 year contract. He never sent or faxed a contract we signed. I told him to look to see how much the internet was out at my house over the months and refund me. He looked and said we can refund you $87 on your account. My bill is $60 a month so that tells me from May 2012 till Feb 24,2013 my internet was out over a month almost 1.5 months. At this time we told them to cancel the service and put that $87 toward the cancel fee and credit the account for Feb. I told them to send a bill for it not to take it out of my bank account the guy said no problem I have deleted your bank account so you will get a bill in the mail. A few days later $173 was taking from my account which messed me up on other bills I had to pay. Then they send a box to return there internet stuff. A tech came to my house to put the dish on my roof and now they want me to climb or hire someone to take it off so I can return it. In the box it tells you if you do not unhook this and that first before you unhook the radio it can cause RF radiation. I copied what the paper said (Make sure the modem is completely disconnected (as instructed in panel 3) before

attempting to disconnect the radio assembly from the satellite antenna. Failure to do

so could result in exposure to RF radiation, which could cause injury to the eyes or

other injury.) Hughes Net is the worst internet company ever.Desired Settlement: I would like to be refunded the $280 for the cancel fee on a contract I dont remember signing and they will not send me a copy where I did sign. I would really like to get $30 back for every month I paid $90 for what they called better internet.

Business

Response:

March 15, 2013

I have had Hughesnet for a little over a year now only because it's the only internet provider in the area in which I live. This is by far the worst customer service I have ever experience.
On the day that our bill is generated we begin receiving harassing pop up pages on our computers which are followed up with pop up's threatening to send us to soft collections. In the event that we may be a few days late in the payment we can barely maneuver around the internet only to be faced with page after page of Hughesnet pages.
We deal with this every month, we have filled out customer service surveys with no response and have made several calls to supervisors asking for better customer service.
As a paying customer the service that I receive in my opinion is harassment and makes me feel like I'm a deadbeat who doesn't pay my bills ( not the case) and that Hughesnet seriously could care less about having my business with them and showing that they would like to keep me as a customer.
I would strongly tell anyone to stay away from Hughesnet if you have any other option.

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: I was to get a 100 dollar installation fee waived but it wasn't. I have yet to receive a bill but they charge 74.72 monthly.

I signed up to HughesNet4 becasue they said that it was 49.95 a month. They also said that they would waive the installation fee of one-hundred dollars. They didn't waive the fee. It was charged on my husbands credit card. The reason that it was charged on my husbands credit card was because the representatives there said that my Debit card was not working properly and they would have to have a credit card on file to activate me. I gave them the credit card information and now the deduction for hughes net is 74.72 not the 45.99 that they originally said. When I called them they said that the reason was because of a rental charge as well as express repair. Needless to say I am cancelling their service if possible and will do without instead of having a company rip me off. I have tried to explain to them that they said I would have high speed internet, yet I don't, that it would cost less that 50 dollars per month, yet that is not the case.Desired Settlement: I want the 100 dollars refunded to the Credit Card and I want their service disconnected without me being liable for the 2 year contract as they have not delivered High speed internet service at my house. We are unable to watch Netflix (too slow and buffering) so I have to cancel that. My son attempted to play a game online and could not (again, too slow) and if this had been explained to me that we were not going to have what we were promised, then I would not have signed up for this.

Business

Response:

March 13, 2013

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: 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: In February of 2013, I cancelled service with HughesNet satellite internet service. During the twenty-two months of service at $79.00 per month, we never received the speed of service promised. During the first month of service I asked to cancel the service because of slow speeds. I spoke to numerous technicians and made changes in my own computer with the expectation that speeds would improve. Because I live in a rural area, internet service is difficult to obtain. During those twenty-two months I tried to live with the slow speeds. At one point a technician even came to the house to try to improve service when service had become inconsistent.

Finally in February of this year I was able to find much faster internet service at half the price. After being on hold on two different occasions for over an hour both times, I was able to talk to someone and cancel service. This individual tried to convince me to stay with HughesNet and even offered me a reduced monthly fee. When I told them I was not interested because of the poor quality of service, they then said I would have to pay a cancellation fee because I had not been with them for twenty-four months.

My response was that I had never received the quality of service guaranteed and I did not recall signing any contract requiring me continuing service for two years. I asked them to send me a copy of any document I signed obligating me to a two year contract.

I received two more phone calls from HughesNet asking me to continue service. Each time I declined and again was told of a cancellation fee and each time I asked for documentation showing that obligation.

I heard no more from HughesNet until I received a collection letter from [redacted] demanding payment of $100.00. I am disputing the validity of this charge and am requesting HughesNet accept responsibility for providing less than promised quality of service and no cancellation charge is warranted.Desired Settlement: I wish for HughesNet to accept no cancellation fee is appropriate.

Business

Response:

May 14, 2013

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: 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]