Hughes Network Systems

This was the worst experience for internet service I have ever had. When I called to inquire I told the salesperson I work from home and that reliability and speed was a major issue for me. He assured me that their equipment was state of the art and that, even though it was satellite, weather should not be an issue as their equipment was now able to work through most storms. Well, as soon as it started raining down it would go; and it didn't have to be a hard rain either. I was also told that 15 Mbps would be sufficient for the programs I used for business; guess what, it wasn't. It was slow as dial-up most times and we would run through our data usage before our month was up. When we signed up they came and installed it for free; but now that we want to cancel they tell me we have to go on the roof and retrieve the transponder from the dish ourselves or pay $100 service fee for them to send someone out to retrieve it. I'm not climbing a roof and my husband has a crushed left foot and they want us to climb up there and get it. I think not. THIS COMPANY FALSELY PROMISED SERVICE THAT TURNED OUT TO BE INADEQUATE AT BEST. Their sales team will tell you anything to get you to sign up and that commercial is a bunch of bull.

Review: I had service with this company(which was the worst)and was set-up on auto-pay. I ended my contract with them early and knew of the termination fees and the last months bill I owed. My complaint is the company took the entire amount $384.23 out of my account without my permission. I don't feel this situation was an auto-pay situation. I know my bank has not allowed them to take this amount out of my account at least twice in the past few days. But now it has been. Please help.Desired Settlement: I want them to return the money to my account and I will send the payment to them when I can. Thank you!

Business

Response:

August 28, 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 his service. At the time [redacted] ordered his service, he had to agree to the terms and conditions of our subscriber agreement to begin his service with Hughes. Hughes’ subscriber agreement contains specific language advising our customers on our billing policies. “You must provide current, complete, and accurate information for your billing account. You must promptly update all information in order to keep your account current, complete and accurate (such as a change in billing address, credit card number or credit card expiration date). Changes to such information can be made at www.myHughesNet.com. If you fail to provide us with any of the foregoing information, you agree that Hughes may continue charging you for any service provided under your account, and that you will be responsible for any late fees associated with Hughes’ inability to obtain payment based on billing information you have provided. You agree that all charges are considered valid unless disputed in writing within fifteen (15) days after the date you receive your credit or charge card bill. You agree that Hughes will not be responsible for any expenses that you may incur resulting from overdrawing your bank account or exceeding your credit limit as a result of an automatic charge made under this Agreement” Regarding [redacted]’s request to be refunded for the early termination fee, Hughes’ subscriber states that such charges will be billed to the payment method set up on the account. “In the event that you used a debit card to activate your subscription, you authorize Hughes to initiate debit entries to your checking or savings account, as the case may be, for payment of the monthly charge for the Service. Hughes, pursuant to this authorization, will debit the monthly service charge for the Service from your account each month. In addition, Hughes will deduct from your account any and all early termination charges arising from termination of your Service prior to its required minimum term. Hughes will not be responsible for any overdraft or other third-party fees or penalties resulting from Hughes debiting from your account any amount authorized by this Agreement or any other agreement between you and Hughes. Hughes will charge a return fee for each debit that is declined by your bank. The return fee will vary from state to state and will be the maximum amount allowed in each state.” 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]

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,

Review: February 2013 my family and I relocated. We had satellite service with [redacted] and hughes.net. We tried to transfer our service for both companies but when [redacted] came out the weren't able to get any signal. They refunded the account and waved the cancellation fee. Hughes net was not as understanding, and they took $400 out of our checking account for cancellation and not returning the equipment with out telling us. We contacted hughes.net and they agreed to refund the equipment fee after it had been returned. In April after weeks of calling hughes.net we were finally told they received the equipment, and a refund will be issued 45 days from April 19, 2013. Towards the end of June we contacted hughes.net to inform them of no refund being received. They checked their records and found the had the wrong address and told us it would be reissued. It is now July 22, 2013 and we have been calling every week to see what happened to the $200 refund. They continue to say it has been escalated to the advance billing department but they give us no other information, and continue to say it takes 45 Days to process even thought they have now well over exceeded that time frame. We were told several times they have no number to give us to speak to someone in the corporate office. We have only been able to speak with the customer service representative. We even asked can the money be placed into our checking account but because we no longer have the same check card they refuse to refund it using this method.Desired Settlement: I would like to have the money placed directly into our checking account that was originally drafted. I would also like to be refunded the $200 cancellation fee because it is not our fault that there is not any signal. We would like to just part our ways with this company indefinitely!

Business

Response:

August 1, 2013

**. [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 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 account was activated on January 7, 2013 and requested to cancel his service on January 25, 2013.

Due to the account being cancelled within 30 days, 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 $400.00 and a refund check in that amount has been mailed to the address that he has provided.

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]

Review: I signed up for Hughes Net Internet service with the promise of reliable high speed internet at $19.99. It is nether reliable or fast and $93.00

I signed up for Hughes Net Internet service with the promise of reliable high speed internet at $19.99. It is nether reliable or fast, I am unable to do any of the activity's I was told would work just fine, such as [redacted], [redacted], basic web browsing and a decent speed. along with that my last bill was $93.00.Desired Settlement: I would like to be let out of my contract with Hughes Net. On the grounds that I was promised a service that was reliable and fast for a low cost, and I have not encountered any of the 3 said promises.

Business

Response:

March 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 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 the account is registered to [redacted] and was activated on November 30, 2013. On December 26, 2013, [redacted] called and mentioned he wanted to cancel the service after finding out it wasn’t unlimited but said he would find another provider and call back. Please be advised that only the account holder can cancel service. We informed **. [redacted] that we needed permission from the account holder to speak to him. All customers can cancel service within the first 30 days without penalty.

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, if she wishes to cancel her service we will issue a credit on the account that can reduce 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,

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:

My reason for rejecting Hughes Net offer is because I feel that they did not hold up there end of the contract, by not providing the quality of service they promised. Because of that I feel that I should not be financial responsible for the penally. I am more then willing to make my account current but nothing above that.

Regards,

Business

Response:

March 25, 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 rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Regarding **. [redacted]’s latest concern, from the time the service was installed on November 30, 2013 there were technical calls on December 26, 2013 and March 4, 2014. As previously mentioned, all customers can cancel without penalty within the first 30 days.

It is suggested that **. [redacted] needs to conduct speed and web response tests using our supported customer care site supportcenter.myhughesnet.com and then if his speeds are below average speeds we would be happy to offer advanced tech support to **. [redacted] to insure that his service is operating as it should. We are able to waive half of **. [redacted]’s early termination fee if he still chooses to cancel his service.

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:

I called within the 30 day limit and was dissatisfied with the service and it was never brought to my attention that I could opt out of the contract. that being said I do not believe I should have to pay any fee for early termination of the service, being that your company has failed me as a customer in so many ways.

Regards,

Business

Response:

March 26, 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 second rebuttal letter to the Executive Customer Support division of Hughes, we have previously contacted **. [redacted] to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Regarding **. [redacted]’s latest concern, when Hughes was contacted on December 26, 2013 **. [redacted] was explained the fair access policy as well as how bandwidth is used in detail and was offered 2 GB of bandwidth. At that time **. [redacted] indicated that he thought the service was unlimited and was informed that it wasn’t. **. [redacted] stated that he wanted to cancel and our agent attempted to transfer him to the account management team to process the cancellation. **. [redacted] declined and said he would call some other time while he looked for another provider.

To begin his service, **. [redacted] had to agree to the ter** and conditions of the subscriber agreement which are found online and it states that customers will be subject to an early termination fee after the first 30 days of service. Should **. [redacted] still wish to cancel his service, we will waive half of the early termination fee; unfortunately we will not be able to waive it in full.

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:

If you unwilling to waive the entirety of the fee I will seek other means to get it waived such as going to small claims court, I do not wish to take such measures, but the facts are I was promised a service that would meet my needs and I never provided such service. Waiving only half still leaves me financially responsible for more then I feel I should be.

Regards,

Review: When I signed up I was told that my agreement could be terminated if I moved to an area where service was unavailable. Now the stories changed.

I began service with Huges net in November of 2012, and was told by the sals rep that I was entering into a 2 year contract that could only be terminated without paying an early termination fee if I moved out of their service area. I recently informed customer service that we were likely moving out of the country and was told that I would have to pay an early termination fee.

We recently moved within the service area, and I requested to have my service transferred and was told they would transfer it free of charge and have yet to hear from a technician although it has been 2 weeks.

I have called customer service several times and each time my call is dropped or cut off. I have wasted so much time online.Desired Settlement: I would like to cancell my service and return the unit without having to pay the early termination fee as promised. We will be moving out of the country in the next few months.

Business

Response:

July 30, 2013

Review: Called on 5-25-2013 to cancel service after a month of nothing but problems since it was installed on 4/25/13, called back on the 31st of May spoke with a manager [redacted] informed me they would send me a box to return my equipment called back 5 different times to check where box was, was told each time that I should be getting any day called again on 6-17-2013 was informed no such box would be sent that everyone I spoke to was wrong that I had to ship back and they would refund my shipping cost, shipped on 6/17/2013. called back on 6/20/2013 spoke with [redacted] he stated that I would receive a refund of 228.29 in 1 to 7 business days called back on 6/28/13 to find out why I haven't received my refund, was told that the person I spoke to only made sure to credit the account with them that she had spoken to advanced billing and that they had expedited the refund & would get in 1 business day. Still no refund called again on 7/2/2013 spoke with someone who told me that there had been an error & would have to wait another 1 to 7 business days, but she had it expedited too...so it should not take that long . I asked to speak with someone from advanced billing and was informed I could not (which is wrong because I have before that is where [redacted] was from) Asked to speak with a supervisor was told the same thing was informed by her that I was lucky that most people have to wait 30 to 45 days, that there was nothing else to be done. Asked to talk with her boss " Why would you want to talk to my boss there is nothing he will do and is just a waste of time" when I kept insisting she finally she would have him call me back....still waiting no refund yetDesired Settlement: since this nightmare began on 4/25/2013 everytime I have called I am assigned a case number for that call & problem, I have over 40 case numbers that I have to keep track of so that when I call back I can give them the correct case number so they can look up what is happening, been lied to, been belittled, spoken to rudely, nothing in the way of helping with problems.

I want someone to check their business practice because they do not care about their customers and I want to help other people not to have to go through what I have..

Business

Response:

July 15, 2013

Review: On Nov 18th we activated Hughes.net as an internet partner to [redacted]. We were never informed this was a satellite internet service or a service that was charging customers by the amount of GB used/day. We were very surprised when a technician came and installed a huge satellite in our backyard. After the installation we thought we would give it a try and if it worked well we would just go with it. It turns out the connection was so bad we could not even access a web page. A technician calls us later that day to say our signal was bad and he came back to "repair" the satellite signal. A few days later our internet connection is still so terrible so we call technical support (service # [redacted]). We were on the phone for hours (approx. 2 in total) being passed from one department to the other until we finally ask to have the account cancelled. We were then transferred to a retention department where we were told they can offer us a faster service and an upgrade to our package- Powerplan (10GB NIGHT 10GB DAY). - Case #[redacted]. We accepted this offer and scheduled a return for the technician. A day later we receive a call from the technician that was going to be returning to our home to "fix" our service. He was very nice and informative and said that we will just never get the internet service/speed we are looking for in satellite internet. So we call back to cancel Hughesnet on Nov 25, 2013. We were again on the phone for a long time until finally we were confirmed our account was cancelled and we would be receiving a full refund of service and a package in the mail to return the equipment (no later than 12/18/13 and if not returned within a few weeks we would be charged for the equipment). Today is 12/18/13 and we have no box to return equipment and I noticed a charge of $.74 from my bank account. I call customer service and was on the phone again for over an hour trying to find out why I was charged $.74, why I never received my refund of $55.89 and why they tell me I cancelled that morning (I called at 8am EST only to address the billing issues). I then later have a rep call me back to tell me I did in fact cancel my service on Nov 25th but because I accepted the upgrade of internet service I will be charged the full amount for the billing month which will end today. So overall, I was charged a total of $56.63 for a service that didn't work (only had for 5 days) and a huge satellite in my yard. I am also worried about the box that should be arriving soon to return the equipment- I'm monitoring my checking account to make sure $300 + is not charged for not returning the equipment.Desired Settlement: Full refund of $56.63 and no charge for equipment lease.

Business

Response:

December 31, 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 18, 2013, to the Executive Customer Care division of Hughes, we have attempted to contact **. [redacted] with our sincere interest in resolving the outstanding matter. Unfortunately, we have been unsuccessful in establishing contact with **. [redacted] to date. Consequently, we are unable to determine if **. [redacted]’s concerns have been fully addressed.

We would like to request additional methods for us to reach **. [redacted]. Please provide a different phone number where she can be reached and/or email address. Our records indicate that **. [redacted]’s account was activated on November 18, 2013. Hughes issued the requested credit of $56.63 to and is prepared to refund to **. [redacted]’s credit card on file. A leased hardware return box was shipped to **. [redacted]’s site address on December 18, 2013.

Hughes is wholly committed to clarifying the nature of **. [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 **. [redacted].

Sincerely,

Office of Executive Support

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

This company tells you that your internet service is unlimited just to get the sale. When I call back to tell them their internet isn't working like it was they then tell me that I have a certain amount of internet usage and then it slows down to a crawl of basically not working. When I inform him that I was not informed of the "amount of internet usage" and that it is made out to be something its not and it is a lie. The representative then told me "it still technically is unlimited because the internet still works." So, technically, yes - this internet is "unlimited" but, it is not worth it because after using it, it slows to a crawl! Pointless to buy and your locked in for two years no matter what!

Review: When I got Hughesnet I was told that they had to have my DEBIT card on file to be able to set up the account but it would not be charged. For 3 months now they have been charging my acct on the 12th of every month and I still have not recieved a bill. I have called many times to have this changed since I never authorized to have my bank acct automatcally deducted. When speaking with 2 different customer service reps from [redacted] who refused to give me there ID numbers just their names [redacted] and [redacted] that I have to pay to recieve my bill sent to me and that I also have to pay to be able to pay my own bill. The only way they will not charge me to pay my own bill is to allow them to deduct from my acct otherwise I have to pay them extra to pay my own bill. Also I requested to have my last few months of bills physically sent to my mailing address and I was told that they would not/ could not send me my bills. The interent service has been extremly spotty and does not work half of the time and it has been hard to get a customer service represenive on the phone or to even get them to be able to answer any questions.Desired Settlement: I want to be able to recieve and pay my bill and not be charged extra to do so. It will also be nice that when you try to get a hold of customer service that you can actually speak to someone and be able to understand them with out having to repeat yourself 5 times.

Business

Response:

April 29, 2013

Review: My wife and I purchased Hughesnet internet services on or about Sept 1, 2013 and have never received satisfactory services as promised by the company. We signed up for the 10 Mbit down/2 Mbit up service and have consistently half or less than half of each, especially upload speeds. This has resulted in multiple calls to Hughesnet customer service who consistently say there is no issue (even though the automated system says there are problems) and the company continues to blame our personal computers as having the issues. I am a certified PC technician, and make my living fixing PCs, and doing systems and network administration. I have been in the field for over 20 years. Futher, I worked for 3.5 years as a Tier 3 Technical Support agent for [redacted] Cable. If one of our PCs were having issues, I could see how that PC might be at fault for slow speed, issues access the internet, etc, however, we have the same issues on 2 PCs, 1 laptop, 1 netbook, and are unable to use a product called a [redacted], which is a VoIP phone system with minimum upload requirement of 128kbit. At various times we have ran speed tests with results of less than 4Mbit down, and as low as 26 bits per second upload speed, which is a far cry from what we pay for. The customer service people read from scripts, do no real diagnostics, and ignore test results I have provided from ping and tracert tests showing ongoing problems. As an example, latency from satellite internet is supposed to be between 500-900 ms, but we frequently have latency between 1000-3000ms. During various tracert (trace route) tests, there are often "hops" (information going from one internet router/repeater to the next) that times completely out, dropped packets and more. These results are consistent with network issues on their end. Futher, we have been told numerous times that we will be called back, or have techs sent to us and nothing ever happens. Additionally, multiple customer service people refuse to speak with my wife when she calls while I'm at work, even though I have given permission to Hughesnet to do so multiple times. As I write this, I've been waiting for a tech for over a month, and a call back from a supervisor for the same time frame. I believe that are in breach of contract by continuing to provide less than 1/2 of their advertised speeds, and when we originally signed up for them there was no mention of any kind of warranty period, nor additional fees for technicians to come out after the initial 6 months.Desired Settlement: I expect to be released from our contract, all fees for January on to be refunded, an apology, and for them to remove all their satellite dish/antenna, and modem from my premises, free of charge, as well as refund of 1/2 of all payments made to HughesNet since installation in Sept 2013, since we constantly have to call them, reboot their modem, and get 1/2 or less of promised speeds.

Business

Response:

March 10, 2014

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, we have contacted **. [redacted] on 3/10/2014 to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding his HughesNet service.

Please be advised that 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.

After further review, **. [redacted]’s early termination fee has been waived. We have also issued a refund of service totaling $170.00 to his credit card on file. In addition, we have also sent a prepaid label for the return of his equipment.

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: My father had Hughes Net for approximately 3 years. In December 2012, he cancelled the service. He has since passed away. They have been billing his credit card since June -- long after the account was cancelled. I have been trying to call them to find out what is going on, and it is virtually impossible to reach anyone. The telephone system loops you to sales people who are unable to help you. A salesperson finally put me in touch with someone -- not in accounts management -- who was able to look up the details of the account.

It turns out, they have record of my phone call in December, but "suspended" the account. And then started billing us again in June! How can this be? How can a company decide to start billing you again after a service is cancelled?

Hughes rates right up there with [redacted] before they got in huge trouble for their poor business practices.Desired Settlement: Ideally, they will go out of business.

If nothing else, word will get out about their poor customer service and (what I think are) illegal billing practices.

Hughes is a miserable, unhelpful company, possibly doing things illegally.

Please look into their billing practices.

Business

Response:

October

1, 2013

Trade

Practice Consultant

RevDex.com

1411

K Street Northwest, 10th Floor

Washington,

DC 20005-3404

Re:

File

# [redacted]

Dear

**. [redacted]:

In

response to your letter to the executive customer support division of Hughes, it

is our understanding that **. [redacted] has some concerns regarding her Father’s

Hughes service.

After

further review, there was a call to our support center on 12/11/12 and our

notes indicate it was in regards to cancellation due to

not being able to afford the service. The account was put on a suspension

period of (6) months. After the suspension period, customers account will

automatically re-activate.

The

account reactivated as of 06/03/2013.

Hughes has waived the remaining balance of $379.08, bringing the amount due to $0.00. Hughes does not report information to any credit reporting bureau with

respect to our customers’ accounts.

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]

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 have been with this company for almost a year now. Hughes Net guarantees high speed broadband internet. However, everyday I have to reset my modem because I either lose service, or the speed is so slow. I have had dial-up service that was faster than this. Also it is very difficult to get through to customer service. They also state that you can check the speed of your internet, but when I go to run the site they recommend does not work.Desired Settlement: I would like to receive an apology from the company, and at least some credits towards my account. The price I pay is not worth the service and I am stuck in a contract.

Business

Response:

July 17, 2013

Review: My bill exceeded what I was told it would be.

On February 2nd, 2013 I called and ordered the $39.99 plan with HughesNet. After less than 2 weeks I called to cancel the service because it was not at all what they advertise it to be. Very, very slow. The reference number for that call is #[redacted]. The rep told me that she would upgrade the service so it would be faster. It was not. I called AT&T and ordered Internet service. I called to cancel Hughes Net service on March 2nd, 2013. The reference number for that call is #[redacted]. I was told that once they received the equipment I sent back to them, I would be refunded. The final call was to ask about my refund and the status of the equipment return. The reference number is #[redacted]. I was on the phone with them for over an hour and a half waiting for someone to tell me why I will not receive my money back. I was switched from department to department.Desired Settlement: I want all of the $100.34 I was billed because the service was misrepresented completely. The monthly charge was more than I was told it would be, the service was practically non-existent, and customer service plays people so they feel hopeless and give up. Hughes Net has grossly misrepresented itself and many, many people have already been scammed by them. Please stop them.

Business

Response:

March 28, 2013

Review: We were unable to use the service that we were paying for fully. We could not complete any purchases online, upload any pictures, or use any website that required you to download any pictures. Basically, anything that required a little speed, we weren't able to use. When we contacted HughesNet about the issue, it took over 48 hours for someone to call me back. When they finally called back, we spent over 6 hours on the phone with them that night trying to diagnose the problem. They asked us to run a speed test, we were unable to complete the speed test on any of our devices. They insisted there was nothing wrong on their end and that the problem was on our end. They said it is possible that our devices were defective. I would have bought that if it weren't for the fact that we tried several devices, and I have a hard time believing all 4 devices are defective, one being less then six months old. We kept requesting to have them come out and fix the problem, they refused because they said there was no reason to. As long as everything on their end works, they don't need to send someone out to fix something. They kept transferring us around all night, at one point sending me to an outside company who wanted me to pay them to diagnose my problem over the phone. I refused. I give my money to HughesNet and I expect them to make sure I can use the service. We mentioned to each person that we operate a business from home that depends on the internet, and we were not able to use it. We were losing money every day we didn't have our internet working fully. They still refused to send someone out. After speaking to various people and each of them saying there was nothing wrong with our service, one man finally tells us (after 5 hours on the phone!) that we had a complimentary service call available to us. I was furious, it took 5 hours for someone to tell me something that the first person could have told me??? At that point, we just wanted out of our contract and after arguing with a man for close to an hour he finally agreed to let us out with no fees, or so he said. A week later, I checked my bank statement to see that they had charged me 350.00 for a cancellation fee. I then had to take more time out of my day to spend over an hour on the phone with someone to get that charge off of my account, and had to threaten legal action to get it done. They said they will reimburse me, but it will take 7-10 business days. So now I have to wait to have the money but back into my account. Needless to say, I was very VERY dissatisfied with their customer service.Desired Settlement: They have said they are going to refund us the money, however, I wasted over 8 hours of my life on the phone to get this done.

Business

Response:

September

18, 2013

Review: I upgraded my internet service with HughesNet to HughesNet Gen 4 on January 5th 2013. I had to agree to a 2 year service agreement whereas a penalty would be levied if I terminated my service early. There was a thirty day trial period for me to use the service and decide if the service was a fit for my internet needs. The service was to provide a 10MPS download speed and a 2MPS upload speed until your 30 day allotment of 15GB of "anytime downloads" were used. Then the download and upload speed would significantly decrease to an unspecified speed.

During the first 30 days, my 30 day allotment of anytime downloads was reset every other day, for the first 15 days. And then reset once again on Febuary 5th. So I didn't use my monthly allotment of faster internet speed (anytimme downloads) until the last day or two of the 30 day trial period. However the next month I quickly ran out of "anytime downloads" and had extremely slow internet speeds. My husbands office is closing and he will be working from home. The internet service offered by HughesNet is insufficient for him to do so. We were unable to determine this during the 30 day trial period because HughesNet intentionally misled me and misrepresented their service during the trial period. Hughes Net wants $380.00 to opt out of the contract at this point. However, nowhere in the agreement was it stated that HughesNet would reset the monthly allotment during the 30 day trial period. Therefore this agreement is null and void due to the intentional deception/misrepresentation of their service

Furthermore, Hughes Net told me verbally that they intentionally reset the monthly allotment every 30 days during the first 15 days.Desired Settlement: I should be able to immediately opt out of the agreement with no penalty levied upon me due to the intentional misrepresentation and blatant deception on the part of HughesNet.

Business

Response:

March 18, 2013

Review: This company has been a nightmare from day 1. Because of outright lies by their salespeople, I switched from residentail service to business service because I was promised a feature I needed (port forwarding) that wasn't available in the residential service. As soon as I paid to have it switched over I discovered the functionality didn't exist. After numerous (nearly a dozen) calls they finally acknowledge that the salesperson had given me "inaccurate" information and that the early termination fees for switching from residential to business would be reversed. However, when I got my June invoice I was billed for the early termination fees. When I called the company they said they would only reverse the fees after I switched back to residential service. This is not what I was told - one of many lies.Desired Settlement: I want the $463.05 removed from my bill. I want a zero balance, which is exactly what I owe. I will NOT switch back to residential until I have an invoice with a zero balance. Otherwise, this is will never get fixed. They don't keep their word, they will tell you anything and then claim they never said it. They can't be trusted.

Business

Response:

July 08, 2013

Review: efore signing up, I was told that, although there is technically a data cap of 30GB per month that I could go over that cap with no penalties at all....in the words of the customer sales rep, "you can use a TB or more and never be charged". It turns out that I will be penalized through the use of "throttling" if I go over the cap...and that 30 GB cap is actually 15GB!!! They split the data cap into 15 GB "anytime bytes" and 15 GB "bonus bytes"...the bonus can only be used between 2AM and 8AM local time!?!? None of this was made clear to me when I signed up and it's a blatant bait and switch tactic! On top of that, I'm locked in to a 2 year contract!Desired Settlement: Either I get the full 30GB of anytime data with no penalties (no throttling either) if I go over or my bill gets cut in half every month because I am actually only getting half of what I thought I was.

Business

Response:

August 18, 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 service. Our executive customer care representative reviewed all pertinent database records prior to attempting contact with [redacted]. “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.” While Hughes makes every effort to disclose our benefits and limitations, Hughes understands [redacted]’s frustration and concern. After further review, [redacted]’s account has been cancelled. [redacted] would need to ship back the equipment 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 for 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 ###-###-#### [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: In the month of September, 2013, I closed my account with Hughesnet. The company sent me a box for the return of their equipment and I promptly returned it in the box they sent. In October of the same year I was charged $35 for what I assumed was a fee of some sort and was charged $103.13 in November. I called the company and spoke with numerous representatives. The first one stated that the account was reopened in November, but could not tell me who reopened it, he them passed me on to someone in account closures. The representative stated that she would re-close the account and that there would be a fee for closure. I told her that I had already closed the account and that any reopening was not done by an authorized user and that the company had the equipment in the first place. She passed me to another, assuming a supervisor, who stated that the account was not previously closed. I am not sure how many times they have sent a pre-paid UPS boxes out to active customers to return their equipment without account closures, but apparrently they think they do.Desired Settlement: The perminent closure of the account and the $35 and $103.13 deposited back into the account it was drawn from. The two reference numbers that the representatives gave me are: 39032175 and 39032990. I would not recommend this company to anyone.

Business

Response:

December 9, 2013

Dear **. [redacted]:

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

Hughes will be contact **. [redacted] to reach an amicable resolution regarding his complaint.

If **. [redacted] has any additional questions; he 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,

Review: Hughes Network Systems installed my equipment March,2, 2013. I was told that this service was very fast, " pages will load in a blink of an eye" .I was told the price would be $39.99 a month. I never saw $39.99 a month. I had speed issues and in fact Hughes Net was slower than [redacted] DSL that I had for over ten years .Before the end of March I called their customer service to complain about the speed and lack of bandwidth. I was told the plan I was on had slower download speed and less bandwidth and was not as fast as a higher priced plan which the service rep said he would upgrade me and give me a $20 credit a month. That never happened. I was enrolled in " auto- pay" without my knowledge or consent. I never could get my email setup and finally gave up. When I called to cancel this service I was told there is a $385 charge but since I had all this trouble I was only charged $285. The Hughes Net staff seem to have minimal knowledge of their service and equipment. One of their customer service representatives left a voice message on my answering machine that was extremely hard to understand. The call back number took me 3 tries to decipher.Desired Settlement: I do not think Hughes Net should get another $285 for substandard service. I am willing to pay for my last month of service and of course I will send their equipment back.

Business

Response:

June 27, 2013

Review: In July of 2013, we were moving and needed to disconnect our services. We called and asked what we needed to return. We were only told to return a modem. When we asked if the "dish" needed to be returned, we were told it didn't. We were never informed of any "early termination fees" before installation, nor after disconnecting. We never signed ANY papers ever. When we received our final invoice, it stated we were being charged for a "radio" which wasn't returned. When we called about the "radio," we were told it was on the dish. This was the first time we were informed about anything like this. Since we were no longer living at our previous address, and were not informed about the "radio," we were told our account would be credited back for the amount charged. We were sent a "Final Bill," in August which was paid at the beginning of September. On 12-9-2013, we received a bill for $217.20. When we called to inquire what this was for, we were told it was for the missing "radio." When I tried to explain about the previous conversations, the customer service rep said she understood and then said it was an "early termination fee." This was the first we heard of any fee. Hughes Net now refuses to reverse this fee. They are threatening to send our account to collections. It is very frustrating to have paid a final bill and then three months later have a company come up with something more to try and get money from a former customer. It is also very frustrating because most of their customer service it out-sourced to other countries and the language barrier only adds to the frustration of trying to get things taken care of. We would have no problem paying this charge if we had been aware of it prior, but to have not mention of something like this and then to come back three months later requesting this money after we have been sent a final bill doesn't sound right. We have read many complaints demonstrating much of the same proble** I have mentioned as well as others. In our opinion, Hughes Net is NOT practicing an honest company. We hope by filing this complaint this issue will be resolved.Desired Settlement: We firmly feel this charge should be reversed and our previous balance of $0.00, restored.

Business

Response:

December 12, 2013

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 balance on her account.

After further review, Hughes has issued a credit to **. [redacted]’s account representing the unreturned radio fee of $217.00; bringing the amount due to $0.00.

We sincerely regret any inconvenience that **. [redacted] may have experienced when attempting to order our service. 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:

[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,