Hughes Network Systems

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: In July I signed up for internet service through Hughes net Have not even got my first bill , They told me on the phone free hook up when the service man came he said I had to purchase a modem and router so that sixty dollars , the service I was to receive was to be faster and they did not speak of any limits , I told them that I home school so that ment the child would be on about 8 hours a day and that we had 3 lap tops an I pod . again they never mentioned limits, it was very good service till about a week ago now mind you we still have 12 days before the bills is to come out . Sunday the modem light went out the pc were freezing and was kicked off of one very important meeting . when I called Hughes net got sent to support tec who I could not understand ask to talk to some one that spoke better English which they did was just as bad they gave me a reference number [redacted] and said because I was not told they would give me 5 tokens that should get me through till my bill was sent. I have called and ask to talk to anyone so this wont happen any more and am given number after number sat on hold on the phone for an hour .Desired Settlement: .I want someone to call me and give the right information and how much this will cost and what they intend to do about this problem no one seems to have any answers !!and that they will let us know through E mail or some other way if we are over the limit instead of waiting till I am on line teaching and we are kicked off this is wrong unhappy person!!!!!!!!!!!!

Business

Response:

August 14, 2013

Review: 8 days ago we called with a problem. After going through hours of technical support, we were told a technician would call us with an appointment. The technician called and set the appointment for 8/20 between 1-5 PM. They did not show, they did not call. We tried to contact them and got no answer, but left a voicemail. We have been told there is nothing we can do except wait and call back tomorrow.Desired Settlement: Would like a refund for time out of service and a technician to show up ASAP to repair my internet service.

Business

Response:

August 26, 2013

Review: Have called 3 or more times complaining that I cant cnnect or stay connected. Each time told all is fine, they will not cancel, bait and switch. scam

Hughesnet customer for over a year, have called 3 or more times stating I cannot access internet or stay connected. Each time I am told all is fine. No regard for service issue, they wouldnt allow me to cancel w/o paying huge fees but state they would gladly switch me to an upgraded service but would require another 2 year contract. This company is a fraud, they are not delivering what was advertised and promised, and have no concern for a real remedy. I feel his is a classic bait and switch scam.Desired Settlement: I should be refunded the service fees for the time I was not able to access internet,(1 month) I should be able to cancel the remainder of the contract without penalty, not just required to upgrade. Service simply does not work in my area.

Business

Response:

August 14, 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: 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: 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: 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

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

Review: upon receiving hughesnet in august of 2013 we have called multiple times to attempt to cancel our slow internet due slow service. The company when called continuously makes us sit on the phone for usually 1-2 hours per call and makes us do a speed test on their website. They usually end by saying that the speed is within tolerance of our plan, however I am 100% positive that it is not. We have called on multiple occasion to complain however they state we must pay a early termination fee of 375 dollars since they say we signed a contract for 19 months. When asked to see the said contract they said we could find it on a website but it could not be located. We received no contract at the time of installion, and we can not recall signing anything since the internet provided was a deal package with direct tv.Desired Settlement: We simply wish to terminate our service with hughesnet internet and not pay a early termination fee of 375 dollars.

Business

Response:

January 17, 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 dated January 5, 2014, to the Executive Customer Care division of Hughes, we have contacted **. [redacted], the owner of the account, in an attempt to resolve the outstanding matter. It is our understanding that **. [redacted] has some concerns regarding the sale and data limits of her HughesNet service, and is seeking to cancel without penalty.

Our Executive Customer Care representative reviewed all pertinent database records prior to establishing contact with **. [redacted].

Our records indicate that **. [redacted]’s account was activated on August 26, 2013. **. [redacted] contacted our technical

support team on several occasions due to slow internet browsing speeds. After evaluation, it was determined that **. [redacted]’s

service was performing within acceptable parameters, but she continued to be dissatisfied with her service. **. [redacted] had ordered her service through a third party sales source, [redacted] LLC (SA).

At the time **. [redacted] ordered her service, she had to agree to the terms and conditions of our subscriber agreement to begin the HughesNet service. PART IV – PERMITTED USE AND RESTRICTIONS ON USE – 8.2 FAIR ACCESS POLICY. “To ensure fair Internet

access for all HughesNet subscribers, Hughes maintains a Fair Access Policy. This policy establishes an equitable balance in Internet access for all HughesNet subscribers. Hughes assigns a Download Allowance to each service plan that limits the amount of data that may be continuously downloaded. The small percentage of subscribers who exceed this limit will experience a temporary reduction of speed”.

Consequently, we believe that we have a contractual right to assess these termination and service fees. But, Hughes values **. [redacted]

as a new customer and we wish to retain her business. To that end, Hughes would like to offer the assistance of our advanced technical support, to work with **. [redacted] to hopefully resolve her data usage issues. As an executive courtesy, Hughes issued a $10.00

off 6 month service credit to **. [redacted]’s account, and a service credit in the amount of $79.99 on January 15, 2014. Nevertheless, considering her overall experience, Hughes has agreed to waive the early termination fee should **. [redacted] decide to cancel her service.

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

Sincerely,

Office of Executive Support

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

Review: We have cancelled our internet service now for over 6 months. Hughesnet continues to charge and send bills to our address and credit card. I have saved all ticket numbers which state I owe $0 balance. No communication from one phone call to the next. Today just received a letter in the mail from collection agency for $105.50 even though our balance when I call is $0. I have all my documentation. All equipment has been returned I have pictures and Ups tracking numbers as proof. I call every month and have put a block on my credit card so they send a "bil" through collections.Desired Settlement: I need this to be cleared up so that it does not hurt my credit. I would like a phone call/email to confirm issue is resolved. I only get "their word and ticket numbers" when I call and now it has gone to the collections when I clearly do not owe anything. Thank you for your time

Business

Response:

February 19, 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 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 account was activated on November 10, 2012. On July 10, 2013, **. [redacted]’s account was upgraded to Gen 4 service. According to Hughes’ ter** and conditions upgrades to Gen 4 are automatically placed under 24 month commitment, however **. [redacted] was granted a 30 day trial period with her upgrade. **. [redacted]’s service was cancelled on July 15, 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 $105.50. Due to the fact that **. [redacted] has disputed that amount of $105.50 and rewarded it from her financial institution, there is nothing to refund and she does not have an outstanding balance.

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

Very truly yours,

Executive Customer Support

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

[email protected]

Consumer

Response:

To whom it may concern at the office of the Revdex.com,

The response sent from [redacted] is false. HughesNet has NEVER attempted to call me. I have ALWAYS been the one to contact them. He acted like it was no big deal the hassle I was put through. I have never dealt with such an dis-organized and uncaring company. This issue should be reported- I have saved all of the ticket numbers for all of my phone calls. I have spent many hours on the phone with that company and many hours on hold. There is a significant lack of communication from phone call to phone call and numerous times I asked to escalate my concerns to corporate and each phone call I was told that "they don't even know the number to corporate" and they were unable to provide me with a number of their superiors. Each phone call I made about the billing errors, I was told to just ignore the bill as it was in error until they sent me to small claims court. At this time, it was 6 months after closing the account. It needs to be public knowledge that this company is out to steal money from customers and falsely bill. I was told that I only returned "part of the equipment" on one phone call, until I told the person on the line that I had pictures of the boxing of equipment and at that point he changed his claim of missing equipment. If there are further concerns or questions please don't hesitate to call, I am not looking for anything in return - just for public knowledge of this crooked company.

Sincerely,

[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:

Regards,

Review: Hughes net provided us with a reasonable internet offer and told us they had exceptional internet speed. We signed up for the basic internet package. I was gone for work so my wife was the only one using the internet and it was on her phone. They allowed us 30 days to decide if we wanted it but at that time it was not getting the maximum use. She noticed it was slow but continued with the service anyway. As I returned from duty, I began using my phone and noticed how incredibly slow it was. We both could not use our phones at the same time. They sold us the basic package saying that it would allow us unlimited browsing . Because that was not working we contacted them and had to get next package up in order to do that. After trying the larger package it was still extremely slow and never could use it but still somehow going over on Gigabits. We kept contacting them because of our poor service, we now have a very large package that should allow us to play video games but it doesn't. they just keep telling us we are running out of space and gb. We literally never use our internet because the service is so slow. We contacted them again and one of the employees told us, the internet will be slow and allow us not to play certain video games because the satellite is in space and the service has a long way to travel. They advertise such fast high speed internet services in rural areas but they have failed to provide us with that service. They keep trying to get us to upgrade but we are finally out of options. We are trying to cancel the service because we can no longer afford to pay 60.00 a month for a internet that does not work. We would like to cancel but they won't allow us to cancel without paying the closing fee. We are military and cannot afford such a high cost. They failed there part of the contract and we will not pay for a service we are not satisfied with. They weren't providing us with good costumer service and just tried getting more and more money from us. I felt, as a service members, they were taking advantage of my family as I was away. I expect them to reimburse us for the months we weren't able to use there internet and unable to get them to fix it.Desired Settlement: We are trying to cancel the service because we can no longer afford to pay 60.00 a month for a internet that does not work. We would like to cancel but they won't allow us to cancel without paying the closing fee. We are military and cannot afford such a high cost. They failed there part of the contract and we will not pay for a service we are not satisfied with. They weren't providing us with good costumer service and just tried getting more and more money from us. I felt, as a service member, they were taking advantage of my family as I was away. I expect them to reimburse us for the months we weren't able to use there internet and unable to get them to fix it. As well as allowing us to cancel without a cancellation fee.

Business

Response:

February 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 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 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.

After further review, we will honor **. [redacted]’s request and waive the early termination fee. We would need **. [redacted] to contact me directly with the number below. The equipment needs to be returned within 45 days of the cancellation date to avoid being charged an unreturned equipment fee. We left a message notifying **. [redacted] of our decision on 2/18/2014.

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 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: 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: Sales rep said that I was receiving 1 month free of service and free installation. I was charged on 2/24 71.54.

Sales rep said that I was receiving 1 month free of service and free installation. I was charged on 2/24 71.54. I called to try and resolve this issue and the rep says he is not authorized to refund and that was the charge for the 1st month. When asking for escaltion none can be provided so I am forced to write this complaint seeking help in resolution for sales staff misrepresentation. The service from day one way horrible, install tech was over 3 hours late, service never worked properly, with extreme slow speeds. I am expecting a refund due to the sales person promising free installation and 1 month of service.Desired Settlement: Full refund as promised initial term of sign up by sales.

Business

Response:

April 23, 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]’ account was activated on February 20, 2014 and requested to cancel her service on March 20, 2014. 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]’ account has be credited the disputed amount of $83.49 and that amount was refunded to the card on file. We sincerely regret any inconvenience that **. [redacted] may have experienced and are hopeful that our actions will serve as a demonstration of our good faith. At this point, we would respectfully request that our response to this complaint be accepted as closure to the case. In the event you have any additional questions or comments, do not hesitate to contact me. Thank you very much for your consideration. Very truly yours, [redacted]Executive Customer Support###-###-####[email protected]

Review: We changed our cable company to [redacted] in October and were bundled with Hughes Net. Their price was $39.95, but after a few months our price went up to 64.00 even though we were bundled with [redacted]. It was never disclosed to us that you are given 15 GB per month and that only 5 GB could be used any time, the other 10 GB are for the hours of 2 am and 8 am. This was never stated to us. Also that if you watch like [redacted] on demand that it takes off of your GB's -- like last night, we just signed up for [redacted] and watched it on demand for three hours last night and it went from 98% of our anytime GB's to 46% of our GB's. Plus we never receive a bill from them and I never know how much our bill is as when you run out of GB's (which you do EVERY month), you have to purchase more.Desired Settlement: I would like to be let out of my contract as I believe that it was violated by them when they never disclosed to us all aspects of their service.

Business

Response:

April 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, 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 October 29, 2013. If **. [redacted] cancels her service at this point there would be an early termination fee of $340.00 assessed. 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. We have discussed **. [redacted]’s account in detail with her and have offered an option to retain her service and in increase her total data allowance. In light of the difficulties **. [redacted] experienced with our service, we have issued a credit of $10 off her bill for 12 months to offset the cost of upgrading her service plan to the ConnectPro which will give her an additional 5GB of anytime bytes and 5 GB of bonus bytes. In additional, we have issued a one month service credit in the amount of $49.99. We informed **. [redacted] of our decision on April 29, 2014. 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: I have only been a customer of HughesNet since the end of February. I was told I would not be charged for the first month (Feb-Mar). I received my first bill, which stated it due by April 17, 2014. I paid this bill on April 15, 2014 of $71.76. Today I checked my bank account and they had taken out $81.87, putting me negative. I have called 3 times and haven't been given an answer of why I was charged this after just paying my bill. I did not in any form or fashion authorize the second charge and I'm very concerned they will keep doing so.Desired Settlement: I would like a refund of the full amount of $81.87.

Business

Response:

May 12, 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 her HughesNet service. After further review, our customers pay their service a month in advance. **. [redacted] monthly service date is the 18th of every month. **. [redacted] has been charged for the months of February, March and April to date. In light of the issues **. [redacted] had with being advised she would not be charged for the 1st month of service. Hughes has issued a credit to the account of $51.33. **. [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. 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: 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:

When I canceled the account I had with this company, they tried putting the account on hold for 6 months. The lady in customer service was extremely rude and pushy, and despite my clear desire to cancel the account, she didn't listen. Then, they started charging a family member's account without any prior notice. This account was authorized solely for a one time payment, which I told them on multiple occasions.
So, I contact them up again to cancel servives, and as I do so, I inform them yet again that the account holder of the bank account they have been charging does not authorize them to make the charge to his bank account. They apparently didn't listen, and have yet again put a ridiculously high charge to his account.
Their customer service is absolutely useless. You contact them for help with a bill and it takes more than an hour to get anything done. Their service is dreadful, almost nonexistent, and their prices are outrageous. They're clearly taking advantage of people, and it needs to be stopped.
This company should be forced to return the money to my family member's account immediately. They are scammers and frauds. I would advise anyone searching for satellite Internet to go to a legit company that follows the law. I'm warning you now, never become a customer to this fraud of a company.

Recently I signed up with Hughes Network for my home office Internet solution. I subscribed to the "Prime" plan which offers 10GB/month data plan. When technician installed equipment and asked if I use corporate VPN, which I do, he said I should be fine with plan. As a software consultant, I am required to download software as needed to perform my job. Three weeks into the first month plan, I had reached my 10GB limit, but still had 50GB for off-hours from 2 AM to 8 AM. This does not work for me as I need to work during core business hours from 8 AM to 5 PM. Once the data limit has been reach, performance is dramatically reduced o the point where I couldn't perform my daily work functions. With 5 days remaining before my data plan was reloaded, all I could basically do was correspond via email, or limited browsing. When the data plan was reloaded for the next month, I was able to resume my work until about the 9th day into the second month, I reached my data plan again. This time I contacted customer service to complain about the data limitation, and asked what their biggest plan they had. I could pay almost triple the amount for just 10GB more. Their top tier plan neither fit my budget or my data usage requirement. With very little choice, I asked to speak to a manager about providing 100 to 200 GB of data each month, I was told they couldn't do this because each customer gets equal amount to be fair. As I tried to explain to them that even with 10GB (daytime) and 50GB (nighttime), I still wouldn't have enough to do my work. Each month various for me, and for them to make an assumption that my data usage will be the same each month is just simply wrong. I spoke to a customer service manager who basically was unwilling to work with me, and left me with no choice but to cancel my contract. Then they wanted me to pay $385 to cancel the contract because they failed miserably to ensure me that their "Prime" plan was sufficient for what I needed. I asked them if you're going to charge me $385 for cancellation, then you should give me $385 worth of Internet service until the fund runs out. I think that's a fair offer. I even agreed to $200 cancellation fee but they wouldn't take it. To be charged $385 for cancellation fee for only 1.5 months of service is extremely excessive. How else can you try out their product without being trapped into a contract? They offered no 30-day or 60-day money back guarantee if you're not satisfied with their product or service. My experience with them went from very excited at first to extremely disappointed at the end. My advice is to stay away from them, be cautious of their data plan and what they say will work for you.

Hughes Net offered us internet service which was supposed to be enough to stream videos and make out internet searches faster. They did not, so when we called they offered to give us more mb at a higher price (I believe they call this bait & switch). We have canceled service with them but they want a hundred dollars to disconnect everthing, even though they didn't provide the service they promised. Also, we had problems with their customer service, they were rude and hung up on us.